5survey modules
Stack, staffing, AI usage, knowledge quality, QA, and escalation signals.
State of Support
Annual support benchmark
The State of SupportReport 2026
The independent survey mapping how support teams are using AI, helpdesks, knowledge bases, QA, and operations to serve customers.
Benchmark scope
A sharper read on how support teams actually operate.
The survey captures the stack, workflow, AI, and team signals that usually stay scattered across tools, dashboards, and sales calls.
8-12minutes to complete
Built for busy operators: focused questions, clean pacing, no filler.
1research contribution
Every response helps identify the patterns shaping the published report.
Industry signal
State of Support brings together insights from support leaders across the industry
Methodology
This report explores how support teams measure quality, redesign their stacks, apply AI, and decide what still needs a human touch.
Take the survey →Core research themes, from AI handoff to helpdesk consolidation.
AI agents, copilots, and human handoff
Where teams trust automation, where they pause, and what breaks escalation.
Helpdesk stack sprawl
The tools support teams keep, consolidate, replace, or quietly route around.
Knowledge quality as infrastructure
How help centers, internal docs, and AI answers stay fresh enough to matter.
QA, coaching, and conversation intelligence
Whether teams are measuring support quality or just watching queue volume.
Buying intent and budget timing
The constraints that turn support pain into product, service, or consulting demand.
Survey open
Excellent support keeps changing.Help define what comes next.
Share how your team works today and receive updates when the report is published.
Take the survey →