Brand report · July 2026

Zammad: AI Visibility Report

When buyers ask ChatGPT, Claude, and Gemini about it service management (itsm), Zammad ranks #14 of 15, a Visibility Score of 5 in IT Service Management (ITSM) .

These rankings are measured from what the three models know from training, not a live web search. The live-web grounded surface is rolling out across the index. Methodology.

How AI sees Zammad

Budget fallback only; invisible whenever quality or fit matters.

Where it wins. Zammad earns an 11% mention rate in ITSM, and the AI models do surface it when buyers ask about budget options or alternatives, giving it a narrow but real foothold among cost-sensitive queries.

Where it loses. A rank of 14 out of 15 and zero first-pick selections tell the whole story: Zammad never leads the recommendation and is absent from every high-intent prompt theme, including best overall, enterprise, and startup categories.

AI-generated analysis of the July 2026 measurements.

Gap

How Zammad positions itself vs how AI ranks it

Zammad's homepage sells it as Customer Support. Ask the models that question and they name Zendesk, Intercom and Freshdesk, not Zammad.

The pitch

"Powerful helpdesk software that's never overwhelming"

Positions in Customer Support

What AI actually says

Strongest #14 · IT Service Management (ITSM)

In Customer Support Not named. Zendesk, Intercom and Freshdesk lead

Why, and what closes it. Models recommend what the web says about a brand, not what its homepage asserts. That is a content and coverage gap, not a product one. Earned mentions and clearer positioning can move it.

Homepage self-messaging · July 2026 ranking · the biggest gaps across the index →

IT Service Management (ITSM) · #14 of 15

5 / 100 first snapshot (July 2026)

11%

mention rate (72 answers)

6

avg. position

0%

first pick

2%

share of voice

First snapshot: July 2026. The trend line appears with the second monthly measurement; no modeled history.

ChatGPT

5

Claude

5

Gemini

5

Prompt themes Zammad would want to own

Share of each theme's answers that mention Zammad. Hover a row for the exact prompt. Compare shapes on the head-to-head page.

Budget & alternatives

5/9

2/9

1/9

0/9

0/9

0/9

0/9

If you could pick one

0/9

Gaps Best overall · Top tools in 2026 · Startup & small team · Enterprise pick · If you could pick one

Most co-mentioned competitors

Jira Service Management

100%

Freshservice

100%

GLPI

75%

Spiceworks

75%

ManageEngine ServiceDesk Plus

63%

HaloITSM

63%

Share of Zammad's mentions where the AI models name this brand in the same answer. That is the real competitive set in the AI channel.

Scores are measured from real AI answers, refreshed monthly. Methodology.

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