Compare Capacity and Zendesk for Customer Service
At a Glance
Market Segments
Mid-Market (42.2% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
Contact Us 10 User Per Year
$19.00 1 user per month billed annually
Capacity
Star Rating
(65)4.8 out of 5
Market Segments
Mid-Market (42.2% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us 10 User Per Year
Learn more about Capacity
Zendesk for Customer Service
Star Rating
(6,838)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plans
Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a streamlined user experience, with many users appreciating its minimalist interface and the ability to manage customer queries efficiently. This centralized platform helps users respond faster, enhancing overall customer satisfaction.
- Users say that Capacity shines in its AI-driven features, which allow for instant conversations and easy integration into websites. Reviewers have noted that this functionality has significantly improved their support team's efficiency, making it easier to handle incoming queries.
- According to verified reviews, Zendesk for Customer Service has a much larger user base, reflected in its substantial number of reviews. This suggests a higher level of trust and satisfaction among users, as many highlight its effectiveness in consolidating various customer interactions into one platform.
- Reviewers mention that while Capacity offers strong support features, such as message history and AI knowledge management, it lacks the extensive market presence and user feedback that Zendesk benefits from, which can impact the perceived reliability of its offerings.
- Users highlight that Zendesk's robust ticket management system allows for better workflow automation, making it easier to handle customer requests. This is particularly beneficial for mid-market companies looking for a comprehensive solution to manage customer service efficiently.
- G2 reviewers note that while Capacity has received high ratings for its support quality, Zendesk for Customer Service outperforms it in overall user satisfaction metrics, indicating that users may find more value in Zendesk's broader feature set and established reputation in the customer service space.
Pricing
Entry-Level Pricing
Capacity
Capacity Unified CX Automation
Contact Us
10 User Per Year
Please contact us for a custom quote and an ROI analysis based on your contact center's specific volume and goals.
- Enterprise packages custom built
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Capacity
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
9.2
55
8.6
5,198
Ease of Use
9.3
55
8.6
5,309
Ease of Setup
8.6
36
8.0
3,262
Ease of Admin
8.9
37
8.2
3,130
Quality of Support
9.8
53
8.4
4,935
Has the product been a good partner in doing business?
9.8
37
8.4
3,054
Product Direction (% positive)
10.0
57
8.0
4,849
Features by Category
Ticket and Case Management
Feature Not Available
8.8
2585
|
Verified
9.4
31
8.7
2617
|
Verified
9.3
23
8.5
2547
|
Verified
9.3
28
8.4
2374
|
Verified
9.5
13
8.2
1934
|
Verified
Feature Not Available
8.4
2409
|
Verified
9.3
28
8.6
2411
|
Verified
Feature Not Available
8.3
1868
|
Verified
Generative AI
Not enough data
7.6
388
Not enough data
7.6
386
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
244
Not enough data
8.0
246
Communication Channels
Feature Not Available
8.5
2069
|
Verified
9.2
24
8.8
2338
|
Verified
Feature Not Available
8.4
1751
|
Verified
Feature Not Available
8.0
1436
|
Verified
Feature Not Available
8.0
1329
|
Verified
Platform
Feature Not Available
7.7
1391
|
Verified
Feature Not Available
8.0
1781
|
Verified
Feature Not Available
8.3
1957
|
Verified
Feature Not Available
8.2
1768
|
Verified
Feature Not Available
7.9
2371
|
Verified
Feature Not Available
8.0
2420
|
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
8.7
10
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
9.2
13
Not enough data
9.2
11
Not enough data
10.0
7
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
8.8
7
Not enough data
8.6
12
Not enough data
9.3
16
Not enough data
Generative AI
Not enough data
Not enough data
Usability
Not enough data
8.3
664
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
176
Not enough data
7.2
175
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
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
9.3
27
8.1
466
Feature Not Available
8.1
464
9.6
24
8.3
446
Feature Not Available
8.1
445
Feature Not Available
8.1
354
Platform
8.8
14
8.6
470
8.9
16
8.3
469
Feature Not Available
8.3
462
Feature Not Available
8.2
465
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
8.4
454
Generative AI
Not enough data
8.1
111
Not enough data
8.2
110
Conversational Platform
8.9
11
8.1
861
8.8
7
8.3
716
9.1
9
8.2
682
9.1
9
8.2
748
Support Automation
9.2
12
8.1
712
9.2
11
8.3
757
9.3
9
8.4
716
9.7
11
8.1
787
Generative AI
Not enough data
7.8
203
Not enough data
7.8
202
Messaging Channels
Not enough data
7.6
77
Not enough data
9.0
170
Not enough data
8.3
93
Not enough data
8.5
101
Administration
Not enough data
8.2
107
Not enough data
8.9
155
Not enough data
8.2
110
Not enough data
8.4
143
Customer Support
Not enough data
8.1
84
Not enough data
7.5
76
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.0
82
Artificial Intelligence
Not enough data
7.8
81
Not enough data
7.6
80
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
Feature Not Available
8.6
949
|
Verified
Feature Not Available
8.5
964
|
Verified
Feature Not Available
8.1
719
Feature Not Available
8.5
736
|
Verified
Feature Not Available
8.0
520
Internal Use
Feature Not Available
8.0
1781
|
Verified
Feature Not Available
8.5
847
|
Verified
Feature Not Available
8.1
649
Feature Not Available
8.5
897
Feature Not Available
8.6
826
|
Verified
Feature Not Available
8.3
847
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
9.4
13
8.5
1512
Feature Not Available
8.5
1441
Feature Not Available
8.0
1024
Feature Not Available
7.7
647
Feature Not Available
8.0
779
Self-Service Platform
9.1
13
8.2
829
9.0
16
8.2
846
9.2
15
7.7
665
8.7
9
8.2
813
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
65
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
563
Not enough data
9.1(won by default)
743
Not enough data
8.8(won by default)
692
Channels
Not enough data
9.0(won by default)
742
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
565
Not enough data
8.2(won by default)
486
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.1(won by default)
539
Not enough data
8.3(won by default)
647
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
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
8.4
71
Not enough data
8.1
70
Not enough data
8.2
69
Not enough data
8.3
69
Not enough data
8.2
68
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
69
Not enough data
8.4
70
Not enough data
8.3
70
Not enough data
8.5
69
Automation
Not enough data
8.7
72
Not enough data
8.6
70
Not enough data
7.9
68
Autonomy
Not enough data
8.1
68
Not enough data
8.4
67
Not enough data
8.3
69
Not enough data
8.3
70
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
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Capacity and Zendesk for Customer Service are categorized as Conversational Commerce Platforms, Digital Customer Service Platforms, Conversational Support, Chatbots, Live Chat, Help Desk, Customer Self-Service, and AI Customer Support Agents
Unique Categories
Zendesk for Customer Service is categorized as AI Agents For Business Operations, Customer Service Automation, Workforce Management, Complaint Management, Social Customer Service, Proactive Notification, and Shared Inbox
Reviews
Reviewers' Company Size
Capacity
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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
32.3%
Real Estate
8.1%
Computer Software
8.1%
Banking
8.1%
Telecommunications
6.5%
Other
37.1%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
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
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
