# The most used customer support and documentation tools

As of October 2026, the most used of the 95 customer support and documentation tools runsonwhat tracks is WhatsApp Business, found at 132,565 companies, ahead of Zendesk (40,649) and tawk.to (16,015).

Support covers everything a customer sees when they need help: help desks and live chat (Zendesk, Intercom, Freshdesk), AI support agents (Decagon, Sierra, Ada, Forethought), documentation platforms (Mintlify, GitBook, ReadMe), community forums (Discourse, Circle, Discord), feedback boards (Canny, Featurebase) and phone systems (Aircall).

## Customer support and documentation tools ranked by companies using them

| # | Tool | Companies | Share of category | Last 30 days | Most popular with |
|---|---|---|---|---|---|
| 1 | [WhatsApp Business](https://www.runsonwhat.com/reverse/whatsapp) | 132,565 | 49% | +5 −2 | Retail (1.4×) |
| 2 | [Zendesk](https://www.runsonwhat.com/reverse/zendesk) | 40,649 | 15% | +20 −6 | Software (2.5×) |
| 3 | [tawk.to](https://www.runsonwhat.com/reverse/tawk) | 16,015 | 6.0% | −1 | IT Services (1.6×) |
| 4 | [Freshdesk](https://www.runsonwhat.com/reverse/freshdesk) | 12,130 | 4.5% | +59 −5 | Software (2.2×) |
| 5 | [Intercom](https://www.runsonwhat.com/reverse/intercom) | 8,262 | 3.1% | +3 −4 | – |
| 6 | [LiveChat](https://www.runsonwhat.com/reverse/livechat) | 6,312 | 2.4% | +3 | Automotive (2.5×) |
| 7 | [Tidio](https://www.runsonwhat.com/reverse/tidio) | 5,297 | 2.0% | – | Consumer Goods (1.8×) |
| 8 | [Discord](https://www.runsonwhat.com/reverse/discord) | 4,467 | 1.7% | +6 | Engineering, Product and Design (87×) |
| 9 | [Gorgias](https://www.runsonwhat.com/reverse/gorgias) | 3,826 | 1.4% | +1 | Apparel & Fashion (28×) |
| 10 | [Help Scout](https://www.runsonwhat.com/reverse/helpscout) | 2,772 | 1.0% | +2 −1 | Internet (4.1×) |
| 11 | [Crisp](https://www.runsonwhat.com/reverse/crisp) | 2,762 | 1.0% | – | 1–10 employees (2.8×) |
| 12 | [Autotask PSA](https://www.runsonwhat.com/reverse/autotask) | 2,600 | 0.97% | +14 −1 | Computer & Network Security (7.9×) |
| 13 | [JivoChat](https://www.runsonwhat.com/reverse/jivochat) | 2,473 | 0.92% | – | Retail (1.8×) |
| 14 | [ConnectWise](https://www.runsonwhat.com/reverse/connectwise) | 2,263 | 0.84% | +17 | Computer & Network Security (8.3×) |
| 15 | [GitBook](https://www.runsonwhat.com/reverse/gitbook) | 1,989 | 0.74% | +2 | Software (5.9×) |
| 16 | [Drift](https://www.runsonwhat.com/reverse/drift) | 1,644 | 0.61% | – | Software (4.0×) |
| 17 | [Smartsupp](https://www.runsonwhat.com/reverse/smartsupp) | 1,513 | 0.56% | +1 | Wholesale (4.0×) |
| 18 | [Olark](https://www.runsonwhat.com/reverse/olark) | 1,230 | 0.46% | – | Hospitality (2.2×) |
| 19 | [ReadMe](https://www.runsonwhat.com/reverse/readme) | 1,149 | 0.43% | +1 −1 | Software (6.2×) |
| 20 | [TOPdesk](https://www.runsonwhat.com/reverse/topdesk) | 1,093 | 0.41% | +60 | Government Administration (8.0×) |
| 21 | [Astute Solutions](https://www.runsonwhat.com/reverse/astute-solutions) | 1,080 | 0.40% | – | Automotive (39×) |
| 22 | [Mintlify](https://www.runsonwhat.com/reverse/mintlify) | 1,069 | 0.40% | +1 −3 | Engineering, Product and Design (208×) |
| 23 | [ServiceNow](https://www.runsonwhat.com/reverse/servicenow) | 903 | 0.34% | +52 | 10,000+ employees (17×) |
| 24 | [Chatwoot](https://www.runsonwhat.com/reverse/chatwoot) | 882 | 0.33% | +1 −1 | 1–10 employees (2.6×) |
| 25 | [HappyFox](https://www.runsonwhat.com/reverse/happyfox) | 845 | 0.32% | +20 −1 | 1,001–5,000 employees (2.5×) |
| 26 | [Discourse](https://www.runsonwhat.com/reverse/discourse) | 706 | 0.26% | – | Software (6.2×) |
| 27 | [SolarWinds Service Desk](https://www.runsonwhat.com/reverse/solarwinds-service-desk) | 622 | 0.23% | +14 | Primary/secondary Education (8.1×) |
| 28 | [LivePerson](https://www.runsonwhat.com/reverse/liveperson) | 619 | 0.23% | +3 | Banking (13×) |
| 29 | [Genesys Cloud](https://www.runsonwhat.com/reverse/genesys-cloud) | 594 | 0.22% | – | Utilities (19×) |
| 30 | [Chatra](https://www.runsonwhat.com/reverse/chatra) | 592 | 0.22% | – | Insurance (7.5×) |
| 31 | [Channel.io](https://www.runsonwhat.com/reverse/channel-io) | 557 | 0.21% | – | IT Services (2.2×) |
| 32 | [Userlike](https://www.runsonwhat.com/reverse/userlike) | 505 | 0.19% | +1 | 1,001–5,000 employees (2.9×) |
| 33 | [Re:amaze](https://www.runsonwhat.com/reverse/reamaze) | 496 | 0.19% | – | Apparel & Fashion (16×) |
| 34 | [Circle](https://www.runsonwhat.com/reverse/circle) | 471 | 0.18% | +1 | E-learning (7.9×) |
| 35 | [ManageEngine ServiceDesk Plus](https://www.runsonwhat.com/reverse/manageengine) | 459 | 0.17% | +2 | 1,001–5,000 employees (5.8×) |
| 36 | [Front](https://www.runsonwhat.com/reverse/front) | 391 | 0.15% | −2 | Software (2.1×) |
| 37 | [iAdvize](https://www.runsonwhat.com/reverse/iadvize) | 343 | 0.13% | – | Retail (5.0×) |
| 38 | [Oct8ne](https://www.runsonwhat.com/reverse/oct8ne) | 342 | 0.13% | +1 | Retail (4.8×) |
| 39 | [Richpanel](https://www.runsonwhat.com/reverse/richpanel) | 303 | 0.11% | – | Apparel & Fashion (26×) |
| 40 | [LiveAgent](https://www.runsonwhat.com/reverse/liveagent) | 301 | 0.11% | – | – |
| 41 | [Dixa](https://www.runsonwhat.com/reverse/dixa) | 271 | 0.10% | +8 | E-commerce (226×) |
| 42 | [Trengo](https://www.runsonwhat.com/reverse/trengo) | 268 | <0.1% | – | 51–200 employees (1.4×) |
| 43 | [Ada](https://www.runsonwhat.com/reverse/ada) | 244 | <0.1% | – | 201–1,000 employees (2.2×) |
| 44 | [Scroll Viewport](https://www.runsonwhat.com/reverse/k15t) | 243 | <0.1% | +1 −1 | Software (8.1×) |
| 45 | [Higher Logic](https://www.runsonwhat.com/reverse/higher-logic) | 241 | <0.1% | – | Non-profit Organization Management (21×) |
| 46 | [Groove](https://www.runsonwhat.com/reverse/groove) | 223 | <0.1% | +10 | Software (2.7×) |
| 47 | [Gladly](https://www.runsonwhat.com/reverse/gladly) | 212 | <0.1% | +2 | Retail (5.7×) |
| 48 | [Helpjuice](https://www.runsonwhat.com/reverse/helpjuice) | 195 | <0.1% | – | Software (6.5×) |
| 49 | [Refined](https://www.runsonwhat.com/reverse/refined-sites) | 167 | <0.1% | +1 | Software (5.3×) |
| 50 | [Canny](https://www.runsonwhat.com/reverse/canny) | 157 | <0.1% | −1 | 1–10 employees (11×) |
| 51 | [Archbee](https://www.runsonwhat.com/reverse/archbee) | 142 | <0.1% | – | Software (6.5×) |
| 52 | [Yellow.ai](https://www.runsonwhat.com/reverse/yellow-ai) | 141 | <0.1% | – | 201–1,000 employees (2.7×) |
| 53 | [AfterShip](https://www.runsonwhat.com/reverse/aftership) | 137 | <0.1% | +1 | Apparel & Fashion (42×) |
| 54 | [Read the Docs](https://www.runsonwhat.com/reverse/readthedocs) | 133 | <0.1% | – | Software (7.2×) |
| 55 | [Kustomer](https://www.runsonwhat.com/reverse/kustomer) | 132 | <0.1% | – | 51–200 employees (1.7×) |
| 56 | [Mighty Networks](https://www.runsonwhat.com/reverse/mighty-networks) | 132 | <0.1% | – | – |
| 57 | [Pylon](https://www.runsonwhat.com/reverse/pylon) | 132 | <0.1% | +1 | Software (5.6×) |
| 58 | [Featurebase](https://www.runsonwhat.com/reverse/featurebase) | 131 | <0.1% | – | 1–10 employees (13×) |
| 59 | [Khoros](https://www.runsonwhat.com/reverse/khoros) | 129 | <0.1% | +1 −1 | – |
| 60 | [HelpDocs](https://www.runsonwhat.com/reverse/helpdocs) | 128 | <0.1% | +1 | – |
| 61 | [Redocly](https://www.runsonwhat.com/reverse/redocly) | 123 | <0.1% | +1 | Software (5.6×) |
| 62 | [Oracle Service Cloud](https://www.runsonwhat.com/reverse/oracle-service-cloud) | 121 | <0.1% | – | 1,001–5,000 employees (12×) |
| 63 | [Vanilla Forums](https://www.runsonwhat.com/reverse/vanilla) | 114 | <0.1% | +1 | 1,001–5,000 employees (9.4×) |
| 64 | [Stoplight](https://www.runsonwhat.com/reverse/stoplight) | 112 | <0.1% | – | Software (7.0×) |
| 65 | [Carrot quest](https://www.runsonwhat.com/reverse/carrot-quest) | 111 | <0.1% | – | 51–200 employees (1.6×) |
| 66 | [Sierra](https://www.runsonwhat.com/reverse/sierra) | 98 | <0.1% | – | – |
| 67 | [UserVoice](https://www.runsonwhat.com/reverse/uservoice) | 96 | <0.1% | – | – |
| 68 | [Northpass](https://www.runsonwhat.com/reverse/northpass) | 81 | <0.1% | +1 | Software (7.8×) |
| 69 | [Bettermode](https://www.runsonwhat.com/reverse/bettermode) | 75 | <0.1% | – | – |
| 70 | [Plain](https://www.runsonwhat.com/reverse/plain) | 72 | <0.1% | +1 | Software (8.0×) |
| 71 | [Corso](https://www.runsonwhat.com/reverse/corso) | 68 | <0.1% | +1 | – |
| 72 | [Xurrent](https://www.runsonwhat.com/reverse/xurrent) | 58 | <0.1% | +14 | – |
| 73 | [Decagon](https://www.runsonwhat.com/reverse/decagon) | 44 | <0.1% | +1 | – |
| 74 | [HelpKit](https://www.runsonwhat.com/reverse/helpkit) | 44 | <0.1% | – | – |
| 75 | [Fluid Topics](https://www.runsonwhat.com/reverse/fluidtopics) | 39 | <0.1% | – | – |
| 76 | [Forethought](https://www.runsonwhat.com/reverse/forethought) | 39 | <0.1% | – | – |
| 77 | [Atlas](https://www.runsonwhat.com/reverse/atlas-support) | 35 | <0.1% | −1 | – |
| 78 | [Scalar](https://www.runsonwhat.com/reverse/scalar) | 33 | <0.1% | – | – |
| 79 | [Skilljar](https://www.runsonwhat.com/reverse/skilljar) | 26 | <0.1% | – | – |
| 80 | [Productlane](https://www.runsonwhat.com/reverse/productlane) | 17 | <0.1% | – | – |
| 81 | [Gradual](https://www.runsonwhat.com/reverse/gradual) | 14 | <0.1% | +1 | – |
| 82 | [Thought Industries](https://www.runsonwhat.com/reverse/thought-industries) | 8 | <0.1% | – | – |
| 83 | [Kore.ai](https://www.runsonwhat.com/reverse/kore) | 6 | <0.1% | – | – |
| 84 | [Maven AGI](https://www.runsonwhat.com/reverse/maven) | 4 | <0.1% | +1 | – |
| 85 | [Assembled](https://www.runsonwhat.com/reverse/assembled) | 3 | <0.1% | – | – |
| 86 | [Aircall](https://www.runsonwhat.com/reverse/aircall) | 2 | <0.1% | – | – |
| 87 | [Enterpret](https://www.runsonwhat.com/reverse/enterpret) | 2 | <0.1% | – | – |
| 88 | [Lorikeet](https://www.runsonwhat.com/reverse/lorikeet) | 2 | <0.1% | – | – |
| 89 | [Fin](https://www.runsonwhat.com/reverse/fin) | 1 | <0.1% | – | – |

Share is each tool's part of all 268,097 matches in this category; a company using two tools counts for both.

## How to compare customer support and documentation tools

- Channels you need: email, chat, phone, social and in-product messaging.
- AI: built-in assistants versus a dedicated AI agent on top of your help desk.
- Pricing per agent seat versus per resolution.
- Help center and docs on your own domain for search traffic.

## How runsonwhat finds customer support and documentation tools

Support tools are visible through help and docs subdomains that point at the vendor (help.example.com → Zendesk), chat widgets on the website, email records for support mailboxes and domain-verification TXT records.

Also tracked, no confirmed customers yet: Crescendo, Cresta, Parloa, PolyAI, Siena AI, Zowie.

## FAQ

### What are the most popular customer support and documentation tools?

As of October 2026, the most popular customer support and documentation tools by number of companies using them are WhatsApp Business (132,565 companies), Zendesk (40,649 companies) and tawk.to (16,015 companies), according to runsonwhat. WhatsApp Business alone accounts for 49% of the 268,097 Support & Docs matches runsonwhat has, and the top three together for 71%. 89 customer support and documentation tools have at least one confirmed customer.

### WhatsApp Business vs Zendesk: which is more popular?

WhatsApp Business is more popular: 132,565 companies show public evidence of WhatsApp Business, against 40,649 for Zendesk (3.3× as many), according to runsonwhat (October 2026). tawk.to is third with 16,015.

### Which customer support and documentation tools do small businesses use most?

Among companies with up to 50 employees, the most used customer support and documentation tools are WhatsApp Business (70,963 companies), Zendesk (14,011 companies) and tawk.to (8,600 companies), according to runsonwhat (October 2026). The counts cover companies with a known headcount; see each tool's page for the full size breakdown.

### Which customer support and documentation tools do large companies use most?

Among companies with more than 1,000 employees, the most used customer support and documentation tools are WhatsApp Business (3,518 companies), Zendesk (2,179 companies) and Freshdesk (763 companies), according to runsonwhat (October 2026). Large companies often run more than one tool in a category, so the same company can count for several.

### Which customer support and documentation tools are most popular in the United States?

In the United States, the most used customer support and documentation tools are Zendesk (12,549 companies), Freshdesk (3,730 companies) and Intercom (3,057 companies), based on companies runsonwhat has located there (October 2026). Zendesk has 28% of the Support & Docs matches among companies based in the United States.

### Which customer support and documentation tools are most popular in Brazil?

In Brazil, the most used customer support and documentation tools are WhatsApp Business (28,185 companies), Zendesk (1,144 companies) and JivoChat (474 companies), based on companies runsonwhat has located there (October 2026). WhatsApp Business has 91% of the Support & Docs matches among companies based in Brazil.

### Which customer support and documentation tools do IT services companies use?

IT services is the industry with the most Support & Docs matches, and its companies use WhatsApp Business (10,248 companies), Zendesk (2,886 companies) and tawk.to (2,406 companies) most, according to runsonwhat (October 2026). Each tool's page breaks its customers down by industry, so you can check where a tool over-indexes.

### Which customer support and documentation tools are companies adopting right now?

In the 30 days to October 2026, the most new adoptions runsonwhat recorded were for TOPdesk (60 companies), Freshdesk (59 companies) and ServiceNow (52 companies). A start is counted when a recheck finds a tool that the previous check of the same company, done the same way, did not.

### Which customer support and documentation tools are losing customers?

In the 30 days to October 2026, more companies stopped than started using Mintlify (3 stopped, 1 started), Front (2 stopped, 0 started) and Intercom (4 stopped, 3 started), according to runsonwhat's rechecks. Short-term moves are small next to each tool's total, so read them as signals rather than trends.

### What is WhatsApp Business' market share among customer support and documentation tools?

WhatsApp Business has 49% of the Support & Docs matches runsonwhat has found (132,565 companies of 268,097), as of October 2026; Zendesk has 15%. This is share of companies with public evidence of each tool, not share of revenue or seats, and a company that runs two tools counts for both.

### How does runsonwhat rank customer support and documentation tools?

runsonwhat counts the companies where a public record shows each tool in use and ranks by that count. Support tools are visible through help and docs subdomains that point at the vendor (help.example.com → Zendesk), chat widgets on the website, email records for support mailboxes and domain-verification TXT records. A company counts only when a direct record backs it up. The full method is at https://www.runsonwhat.com/methodology.

## Related categories

- [Website & CMS](https://www.runsonwhat.com/tools/cms-website-builders.md)
- [Marketing](https://www.runsonwhat.com/tools/marketing-automation.md)
- [Ads & Pixels](https://www.runsonwhat.com/tools/ad-platforms.md)
- [Sales & CRM](https://www.runsonwhat.com/tools/crm-sales.md)

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Source: runsonwhat, https://www.runsonwhat.com/tools/customer-support (updated October 2026). Counts are companies with direct public evidence of the tool (DNS records, certificates, website code, a real-browser crawl, subprocessor lists), so they are lower bounds. Methodology: https://www.runsonwhat.com/methodology.