Decagon vs Freshdesk

as AI assistants see them, week of 2026-09-21

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Decagon leads Freshdesk in overall AI visibility, scoring 27 versus 16 and landing in 27 of 60 answers compared to Freshdesk's 16. Decagon sweeps questions on email ticket handling and taking actions like refunds or order lookups, appearing in 3 of 3 answers for each, and ties that for best AI customer support agents overall. Freshdesk shows up in every answer (3 of 3) for best AI customer service tools in 2026, but is never named for action-taking or resolution-priced agent questions. Head-to-head, Decagon is named more often in 9 questions, Freshdesk in 2, with 9 ties. Claude rates both highest of the three assistants checked.

Head to head

metric	Decagon	Freshdesk
score	27	16
questions won	17	12

By assistant

Decagon

assistant	score	named in, this week	usual spot, this week
ChatGPT	27	40% of answers	#4.1
Claude	45	80% of answers	#6.1
Gemini	not sampled this week
Perplexity	8	15% of answers	#6.7

Freshdesk

assistant	score	named in, this week	usual spot, this week
ChatGPT	5	10% of answers	#6.5
Claude	35	60% of answers	#5.8
Gemini	not sampled this week
Perplexity	7	10% of answers	#4.0

Where they differ

Only Decagon gets named for

What's the best AI support agent that can take actions like refunds or order lookups?
What's the best AI support agent priced per resolution instead of per seat?
What's the best AI agent trained on my help centre and docs?
What's the best AI support agent that hands off to a human properly?
What's the best AI support tool that works inside Zendesk or Intercom?
Which AI support platform is best for enterprise?

Only Freshdesk gets named for

Which AI support tool is easiest to set up?

More comparisons

Not sold on either?

Scores count how often each assistant names a product, weighted by position. How the score works · Full AI customer support agents leaderboard