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Compare Capacity and Freshdesk 
Featured Products
At a Glance
Market Segments
Mid-Market (42.1% of reviews)
Small-Business (48.3% of reviews)
Entry-Level Pricing
Starting at $6,000.00 10 User Per Year
$19.00 1 User per month billed annually Per Month
Capacity
Star Rating
(57)4.8 out of 5
Market Segments
Mid-Market (42.1% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $6,000.00 10 User Per Year
Learn more about CapacityFreshdesk
Star Rating
(3,619)4.4 out of 5
Market Segments
Small-Business (48.3% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Capacity. Users appreciate its clean interface and strong automation features, which streamline ticket management and enhance productivity.
- According to verified reviews, Freshdesk's ticket management system is particularly praised for its multi-channel support and SLA tracking, helping teams stay organized and respond to customers efficiently. In contrast, Capacity, while effective, has fewer recent reviews, making it harder to gauge current user sentiment.
- Users say that Freshdesk's implementation process is straightforward, with many highlighting the intuitive onboarding wizard that simplifies setup. On the other hand, Capacity's users have noted improvements in efficiency after transitioning from other platforms, but the lack of recent reviews raises questions about its current usability.
- Reviewers mention that Freshdesk's shared inbox feature is a game-changer for managing incoming support requests, ensuring that nothing gets duplicated or ignored. Capacity users appreciate its instant conversation and message history, but the overall user base is smaller, which may limit community support and shared experiences.
- According to recent feedback, Freshdesk's automation capabilities are a standout feature, with users noting how it boosts productivity by aligning tickets to the right agents. Capacity also offers automation, but its higher entry-level price may deter smaller businesses looking for cost-effective solutions.
- G2 reviewers highlight that Freshdesk's quality of support is highly rated, with users feeling well-supported throughout their experience. In contrast, Capacity users have praised its AI-driven knowledge base, but the overall support experience may vary due to its smaller market presence.
Pricing
Entry-Level Pricing
Capacity
Support Automation Pricing Plans
Starting at $6,000.00
10 User Per Year
https://capacity.com/ourpricing/ for full details
- Enterprise packages custom built
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Free Trial
Capacity
Free Trial is available
Freshdesk
Free Trial is available
Ratings
Meets Requirements
9.1
50
8.6
3,183
Ease of Use
9.3
50
8.8
3,205
Ease of Setup
8.6
32
8.6
2,264
Ease of Admin
8.9
33
8.7
2,154
Quality of Support
9.8
48
8.7
3,081
Has the product been a good partner in doing business?
9.8
33
8.8
2,078
Product Direction (% positive)
10.0
52
8.8
3,158
Features by Category
Ticket and Case Management
Feature Not Available
8.9
2223
|
Verified
9.3
28
8.8
2229
|
Verified
9.3
21
8.5
2145
|
Verified
9.4
24
8.5
2036
|
Verified
9.5
13
8.3
1800
|
Verified
Feature Not Available
8.5
2087
|
Verified
9.2
24
8.7
2008
|
Verified
Feature Not Available
8.2
1372
|
Verified
Generative AI
Not enough data
7.3
331
Not enough data
7.4
328
Agentic AI - Help Desk
Not enough data
7.1
59
Not enough data
6.9
59
Not enough data
7.2
58
Communication Channels
Feature Not Available
8.6
1923
|
Verified
9.2
23
8.9
2069
|
Verified
Feature Not Available
8.4
1313
|
Verified
Feature Not Available
8.0
1193
|
Verified
Feature Not Available
7.9
940
|
Verified
Platform
Feature Not Available
8.0
1154
|
Verified
Feature Not Available
8.1
1662
|
Verified
Feature Not Available
8.6
1545
|
Verified
Feature Not Available
8.2
1142
|
Verified
Feature Not Available
8.0
1862
|
Verified
Feature Not Available
8.3
1959
|
Verified
Administration
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Knowledge Management
9.4
17
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Compliance
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Customer Support
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Data Security
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Administration
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.3
16
Not enough data
Generative AI
Not enough data
Not enough data
Channels
Not enough data
8.3
354
Not enough data
7.9
333
Not enough data
7.5
324
Design
Not enough data
8.2
331
Not enough data
7.8
336
Not enough data
8.2
356
Not enough data
8.3
342
Not enough data
8.4
332
Generative AI
Not enough data
7.7
266
Not enough data
7.7
266
Usability
Not enough data
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Reporting
Not enough data
8.6
249
Not enough data
8.5
245
Not enough data
8.6
256
Generative AI
Not enough data
7.5
182
Not enough data
7.6
182
Account Options
9.0
7
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
7.7
5
Not enough data
Q&A Tools
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.3
5
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.3
7
Not enough data
Responses
9.3
27
Not enough data
Feature Not Available
Not enough data
9.6
24
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Platform
8.8
14
Not enough data
8.9
16
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
Feature Not Available
8.3
433
Feature Not Available
8.3
381
Feature Not Available
8.3
373
Feature Not Available
8.4
308
Support Automation
Feature Not Available
8.4
389
Feature Not Available
8.4
409
Feature Not Available
8.2
373
Feature Not Available
8.2
314
Generative AI
Not enough data
7.4
209
Not enough data
7.4
206
Generative AI
Not enough data
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Communication
Feature Not Available
8.8
585
|
Verified
Feature Not Available
8.7
602
|
Verified
Feature Not Available
8.7
496
|
Verified
Feature Not Available
8.5
200
Feature Not Available
8.2
202
Internal Use
Feature Not Available
8.1
1662
|
Verified
Feature Not Available
8.6
204
Feature Not Available
8.1
186
Feature Not Available
8.8
560
|
Verified
Feature Not Available
8.8
520
|
Verified
Feature Not Available
8.6
548
|
Verified
Generative AI
Not enough data
7.9
144
Self-Service Experience
Feature Not Available
8.7
960
Feature Not Available
8.6
913
Feature Not Available
8.3
687
Feature Not Available
8.2
241
Feature Not Available
8.4
258
Self-Service Platform
Feature Not Available
8.5
254
Feature Not Available
8.6
261
9.2
15
8.0
221
Feature Not Available
8.4
238
Agentic AI - Customer Self-Service
Not enough data
7.8
19
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.5
19
Not enough data
7.4
18
Not enough data
7.7
18
Generative AI
Not enough data
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Process
Not enough data
8.6(won by default)
164
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
374
Channels
Not enough data
9.2(won by default)
480
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
342
Not enough data
8.2(won by default)
56
Insight
Not enough data
8.6(won by default)
383
Not enough data
8.7(won by default)
172
Not enough data
8.6(won by default)
375
Not enough data
9.1(won by default)
447
Generative AI
Not enough data
7.7
88
Not enough data
7.7
87
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Automation - AI Agents for HR
Not enough data
Not enough data
Not enough data
Not enough data
Task Automation - AI Agents for HR
Not enough data
Not enough data
Predictive Analytics - AI Agents for HR
Not enough data
Not enough data
Compliance & Policy - AI Agents for HR
Not enough data
Not enough data
Multi‑System Integration - AI Agents for HR
Not enough data
Not enough data
Proactive Intervention - AI Agents for HR
Not enough data
Not enough data
Agent Governance - AI Agents for HR
Not enough data
Not enough data
Talent Acquisition & Recruitment - AI Agents for HR
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Base
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Content
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.1
12
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
12
Not enough data
8.6
13
Not enough data
8.7
13
Not enough data
8.6
13
Automation
Not enough data
9.0
12
Not enough data
8.8
12
Not enough data
8.9
12
Autonomy
Not enough data
7.2
12
Not enough data
8.6
11
Not enough data
8.5
12
Not enough data
8.2
12
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Capacity and Freshdesk are categorized as Digital Customer Service Platforms, Conversational Support, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Capacity is categorized as Conversational Commerce Platforms, Q&A Platforms, Contact Center Knowledge Base, Chatbots, and AI Agents for HR
Freshdesk is categorized as AI Customer Support Agents, Shared Inbox, Complaint Management, Customer Communications Management, and Social Customer Service
Reviews
Reviewers' Company Size
Capacity
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Financial Services
35.1%
Real Estate
8.8%
Computer Software
8.8%
Banking
8.8%
Telecommunications
7.0%
Other
31.6%
Information Technology and Services
17.0%
Computer Software
12.9%
Internet
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
Alternatives
Discussions
What is Capacity used for?
1 Comment
Official Response from Capacity
Capacity helps businesses answer tickets faster and more accurately while providing team and customer support across Web, SMS, Voice, Email, Social, Slack,...Read more
Capacity has no more discussions with answers
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
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