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Compare Capacity and Zendesk for Customer Service 
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At a Glance
Market Segments
Mid-Market (42.1% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
Starting at $6,000.00 10 User Per Year
$19.00 1 user per month billed annually
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 CapacityZendesk for Customer Service
Star Rating
(6,660)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its ticketing system, with a score of 9.0, making it a reliable choice for managing customer inquiries. In contrast, Capacity's ticketing system also performs well but scores slightly lower at 8.4, indicating that while it is effective, it may not be as robust as Zendesk's offering.
- Reviewers mention that Capacity shines in its quality of support, achieving a remarkable score of 9.8, which is significantly higher than Zendesk's score of 8.4. This suggests that users find Capacity's support team to be more responsive and helpful when issues arise.
- G2 users highlight the ease of use of Capacity, which scored 9.3 compared to Zendesk's 8.5. This indicates that users find Capacity's interface more intuitive and user-friendly, making it easier for teams to adopt and utilize effectively.
- Users on G2 report that Capacity's automation features, particularly in response automation, are superior, scoring 9.4 against Zendesk's 8.4. This suggests that Capacity provides more advanced tools for automating responses, which can enhance efficiency in customer service operations.
- Reviewers say that Zendesk Support Suite offers a more comprehensive ticket creation user experience, scoring 8.8 compared to Capacity's 9.4. This indicates that while Capacity may have a better overall user experience, Zendesk's ticket creation process is still highly regarded.
- Users report that Capacity's knowledge management features, particularly its knowledge base, are exceptional, scoring 9.4, while Zendesk's knowledge base scores 8.6. This suggests that Capacity provides a more effective platform for creating and managing knowledge resources, which can be crucial for self-service support.
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
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
9.1
50
8.6
5,118
Ease of Use
9.3
50
8.6
5,162
Ease of Setup
8.6
32
8.0
3,186
Ease of Admin
8.9
33
8.2
3,073
Quality of Support
9.8
48
8.4
4,796
Has the product been a good partner in doing business?
9.8
33
8.4
2,999
Product Direction (% positive)
10.0
52
8.0
4,771
Features by Category
Ticket and Case Management
Feature Not Available
8.8
2552
|
Verified
9.3
28
8.7
2567
|
Verified
9.3
21
8.5
2492
|
Verified
9.4
24
8.4
2337
|
Verified
9.5
13
8.2
1921
|
Verified
Feature Not Available
8.4
2398
|
Verified
9.2
24
8.6
2386
|
Verified
Feature Not Available
8.3
1853
|
Verified
Generative AI
Not enough data
7.6
384
Not enough data
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
245
Not enough data
7.9
245
Not enough data
8.0
246
Communication Channels
Feature Not Available
8.5
2060
|
Verified
9.2
23
8.8
2310
|
Verified
Feature Not Available
8.4
1724
|
Verified
Feature Not Available
8.0
1428
|
Verified
Feature Not Available
8.0
1313
|
Verified
Platform
Feature Not Available
7.8
1387
|
Verified
Feature Not Available
8.0
1777
|
Verified
Feature Not Available
8.3
1947
|
Verified
Feature Not Available
8.2
1739
|
Verified
Feature Not Available
7.9
2339
|
Verified
Feature Not Available
8.0
2407
|
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
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
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
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
9.3
27
8.1
468
Feature Not Available
8.1
465
9.6
24
8.3
449
Feature Not Available
8.1
448
Feature Not Available
8.2
356
Platform
8.8
14
8.6
471
8.9
16
8.3
468
Feature Not Available
8.3
463
Feature Not Available
8.2
464
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
8.4
454
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Conversational Platform
Feature Not Available
8.1
859
Feature Not Available
8.3
716
Feature Not Available
8.2
684
Feature Not Available
8.2
749
Support Automation
Feature Not Available
8.2
714
Feature Not Available
8.3
757
Feature Not Available
8.4
711
Feature Not Available
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
Not enough data
8.1
82
Not enough data
7.6
77
Not enough data
8.1
84
Automation
Not enough data
8.1
83
Not enough data
8.2
83
Not enough data
8.1
84
Artificial Intelligence
Not enough data
7.8
83
Not enough data
7.7
82
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Communication
Feature Not Available
8.6
950
|
Verified
Feature Not Available
8.5
964
|
Verified
Feature Not Available
8.1
720
Feature Not Available
8.5
737
|
Verified
Feature Not Available
8.0
520
Internal Use
Feature Not Available
8.0
1777
|
Verified
Feature Not Available
8.5
849
|
Verified
Feature Not Available
8.1
650
Feature Not Available
8.5
898
Feature Not Available
8.6
824
|
Verified
Feature Not Available
8.3
848
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Feature Not Available
8.5
1499
Feature Not Available
8.5
1436
Feature Not Available
8.0
1024
Feature Not Available
7.7
648
Feature Not Available
8.0
780
Self-Service Platform
Feature Not Available
8.2
828
Feature Not Available
8.2
841
9.2
15
7.7
658
Feature Not Available
8.2
806
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
64
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)
564
Not enough data
9.1(won by default)
741
Not enough data
8.9(won by default)
689
Channels
Not enough data
9.0(won by default)
740
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
563
Not enough data
8.2(won by default)
485
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.2(won by default)
539
Not enough data
8.3(won by default)
648
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
70
Not enough data
8.2
71
Not enough data
8.3
71
Not enough data
8.3
69
Not enough data
8.3
70
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
70
Automation
Not enough data
8.6
70
Not enough data
8.6
71
Not enough data
8.0
70
Autonomy
Not enough data
8.2
70
Not enough data
8.4
69
Not enough data
8.4
70
Not enough data
8.3
71
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
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
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 Digital Customer Service Platforms, Conversational Commerce Platforms, Conversational Support, Live Chat, Help Desk, Customer Self-Service, and Chatbots
Unique Categories
Zendesk for Customer Service is categorized as Workforce Management, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Complaint Management, Customer Service Automation, Social Customer Service, and Proactive Notification
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
35.1%
Real Estate
8.8%
Computer Software
8.8%
Banking
8.8%
Telecommunications
7.0%
Other
31.6%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
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
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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