# The B2B Help Desk Shift

> The customer support software market is pulling apart into two camps. On one side sit the incumbents built for high-volume consumer support - Zendesk, Kayako, ServiceNow, SAP. On the other, a young class of B2B-native tools - Pylon, Thena, Halo, ProProfs - is chasing support conversations that migrated into Slack, Teams and shared channels. AI ticket deflection and per-resolution pricing are redrawing the lines faster than any of them expected.

## Achievements

- Pylon reached 750+ customers with two years of 5x+ year-over-year revenue growth, and 150+ teams migrating from Zendesk, Intercom and Salesforce Service Cloud.
- Zendesk grew AI ARR from zero in 2023 to $200M at the end of 2025, targeting up to $500M in 2026.
- HaloITSM covers the full ITIL 4 framework with 200+ native integrations at roughly half of a comparable ServiceNow licence fee.
- Thena raised $5M seed to unify Slack, email and chat into a single B2B support flow.

## Latest updates

- **2025-08** — Pylon closes a $31M Series B co-led by a16z and Bain Capital Ventures, bringing total funding to $51M.
- **2026-01** — Zendesk sets an AI ARR target of up to $500M for 2026, a 150% year-over-year jump.

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Last updated: 2026-08-05