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Compare Freshdesk and Kapture CX 
Featured Products
At a Glance
Market Segments
Small-Business (48.4% of reviews)
Mid-Market (56.3% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Contact Us 1 Users Per Month
Freshdesk
Star Rating
(3,711)4.4 out of 5
Market Segments
Small-Business (48.4% 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 plansKapture CX
Star Rating
(359)4.5 out of 5
Market Segments
Mid-Market (56.3% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us 1 Users Per Month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in providing a structured and efficient ticket management system. Users appreciate the automation features that significantly reduce manual work, allowing customer support teams to focus on more complex issues.
- Users say Kapture CX stands out for its user-friendly interface, making it easy for teams to manage customer communication effectively. Reviewers highlight how the software simplifies email communication, ensuring quick and reliable responses to customer inquiries.
- According to verified reviews, Freshdesk's implementation process is praised for its ease, with many users noting that new hires can quickly adapt without extensive training. This seamless onboarding experience contributes to a more efficient support workflow.
- Reviewers mention that while Kapture CX is effective in addressing customer issues, it may not offer the same level of automation and customization as Freshdesk. Users have noted that Freshdesk's ticket automation and SLA management features enhance daily operations significantly.
- G2 reviewers highlight that Freshdesk's clean interface and easy navigation make handling multiple customer queries less stressful. This is particularly beneficial for teams managing high volumes of tickets, as it streamlines their daily tasks.
- Users express satisfaction with Kapture CX's initial setup process, describing it as smooth and problem-free. However, some users feel that the overall feature set may not be as robust as Freshdesk's, particularly in areas like workflow optimization and multi-channel support.
Pricing
Entry-Level Pricing
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
Kapture CX
ENTERPRISE
Contact Us
1 Users Per Month
Includes all features in Professional, plus...
- Ticketing System
- Omnichannel - Text, Call, Email, Social Media, Kiosks, Mobile Apps, Website
- 1000+ API Integrations
Free Trial
Freshdesk
Free Trial is available
Kapture CX
No trial information availableRatings
Meets Requirements
8.6
3,253
9.0
302
Ease of Use
8.9
3,275
9.1
303
Ease of Setup
8.6
2,333
9.1
256
Ease of Admin
8.7
2,192
8.7
114
Quality of Support
8.7
3,150
8.8
301
Has the product been a good partner in doing business?
8.8
2,115
8.8
115
Product Direction (% positive)
8.8
3,225
9.4
275
Features by Category
Ticket and Case Management
8.9
2242
|
Verified
8.9
108
8.8
2260
|
Verified
8.8
98
8.5
2179
|
Verified
8.7
93
8.5
2060
|
Verified
8.7
89
8.3
1813
|
Verified
8.4
90
8.5
2095
|
Verified
8.6
88
8.7
2022
|
Verified
8.6
89
8.3
1378
|
Verified
8.8
93
Generative AI
7.3
332
8.2
66
7.4
329
8.3
66
Agentic AI - Help Desk
7.2
61
7.7
28
6.9
61
7.6
28
7.3
60
8.0
28
Communication Channels
8.6
1931
|
Verified
9.0
86
8.9
2092
|
Verified
8.8
86
8.4
1322
|
Verified
8.5
83
8.0
1197
|
Verified
8.7
84
7.9
943
|
Verified
8.8
79
Platform
8.0
1164
|
Verified
8.2
78
8.1
1665
|
Verified
8.7
105
8.6
1553
|
Verified
8.6
86
8.2
1154
|
Verified
8.6
87
8.0
1882
|
Verified
8.4
88
8.3
1968
|
Verified
8.5
83
Core Conversational Capabilities - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data
Not enough data
8.5
18
Not enough data
8.4
17
Interaction
Not enough data
8.3
16
Not enough data
8.5
16
Not enough data
8.6
16
Not enough data
8.5
16
Not enough data
8.7
15
Task & Flow Management - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Learning
Not enough data
8.8
15
Not enough data
8.6
15
Deployment & Embedding - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Content Generation
Not enough data
8.6
15
Not enough data
8.6
15
Admin & Configuration - AI Chatbots
Not enough data
Not enough data
System
Not enough data
8.8
14
Not enough data
8.6
15
Not enough data
8.6
14
Not enough data
8.8
14
Agentic AI - AI Chatbots
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
Monitoring & Improvement - AI Chatbots
Not enough data
Not enough data
Reliability & Safety - AI Chatbots
Not enough data
Not enough data
Administration
Not enough data
8.8
31
Not enough data
8.9
28
Not enough data
8.6
28
Knowledge Management
Not enough data
9.1
28
Not enough data
9.3
27
Not enough data
8.5
27
Compliance
Not enough data
8.6
28
Not enough data
8.8
28
Not enough data
8.7
28
Not enough data
8.9
27
Customer Support
Not enough data
9.0
29
Not enough data
9.0
29
Not enough data
8.8
28
Data Security
Not enough data
8.7
26
Not enough data
9.0
27
Not enough data
9.1
25
Not enough data
8.8
25
Administration
Not enough data
9.0
27
Not enough data
8.9
29
Not enough data
9.1
30
Generative AI
Not enough data
8.7
21
Call Analytics
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence - Conversation Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Agentic AI - Conversation Intelligence
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
Channels
8.4
361
8.9
76
8.0
336
8.5
72
7.5
326
8.2
74
Design
8.2
334
8.7
74
7.8
337
8.4
74
8.3
357
8.7
76
8.3
347
8.7
76
8.4
335
8.6
74
Generative AI
7.7
266
7.6
38
7.8
266
7.5
38
Usability
8.8
270
8.6
73
8.7
266
8.7
71
8.8
258
9.0
71
Reporting
8.6
252
8.7
73
8.5
248
8.4
72
8.6
260
8.7
73
Generative AI
7.5
183
7.3
33
7.6
183
7.8
33
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - 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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - 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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Responses
Not enough data
9.0
35
Not enough data
8.9
35
Not enough data
8.9
35
Not enough data
9.0
35
Not enough data
9.0
34
Platform
Not enough data
8.6
33
Not enough data
9.1
33
Not enough data
8.7
33
Not enough data
8.8
33
Not enough data
8.8
34
Not enough data
8.9
35
Not enough data
9.0
33
Generative AI
Not enough data
8.8
14
Not enough data
7.9
13
Feedback Management
Not enough data
7.6
7
Not enough data
6.7
7
Not enough data
7.9
7
Feedback Analysis
Not enough data
6.4
7
Not enough data
8.1
7
Not enough data
6.1
6
Feedback Sources
Not enough data
7.9
7
Not enough data
6.7
7
Not enough data
7.4
7
Not enough data
6.9
7
Generative AI
Not enough data
7.3
5
Not enough data
7.7
5
Conversational Platform
8.3
439
8.3
42
8.3
385
8.2
42
8.3
378
8.1
41
8.4
314
8.0
41
Support Automation
8.4
395
8.0
40
8.4
415
8.4
41
8.3
380
7.9
41
8.3
321
8.3
41
Generative AI
7.4
212
8.0
23
7.4
208
7.5
22
Generative AI
7.9
119
7.9
7
7.9
117
7.1
7
7.6
116
6.2
7
Communication
8.8
587
|
Verified
9.7
28
8.7
603
|
Verified
9.7
29
8.7
497
|
Verified
9.6
29
8.5
202
9.2
28
8.2
205
9.5
26
Internal Use
8.1
1665
|
Verified
8.7
105
8.6
206
9.9
27
8.2
189
9.2
29
8.8
561
|
Verified
9.2
27
8.8
521
|
Verified
9.9
28
8.6
549
|
Verified
9.6
28
Generative AI
7.9
143
8.6
48
Self-Service Experience
8.7
964
8.9
66
8.6
915
8.5
63
8.3
687
8.5
61
8.2
242
8.3
60
8.4
260
8.7
62
Self-Service Platform
8.5
256
8.6
63
8.6
265
8.6
60
8.0
225
8.6
61
8.5
241
8.7
58
Agentic AI - Customer Self-Service
7.9
19
8.7
20
7.9
18
8.6
20
8.1
19
8.8
20
7.8
20
8.8
20
7.8
20
8.3
20
7.7
19
8.3
20
8.0
19
8.5
20
Generative AI
8.2
81
8.7(won by 0.5)
40
8.1
81
8.7(won by 0.6)
40
Process
8.6(won by default)
166
Feature Not Available
9.3(won by 0.5)
488
8.8
52
8.6(won by 0.2)
375
8.4
49
Channels
9.2(won by 0.2)
483
9.0
52
8.7
419
8.8(won by 0.1)
53
8.8(won by 0.4)
380
8.4
48
8.5
344
8.9(won by 0.4)
48
8.3
58
9.0(won by 0.7)
48
Insight
8.6(tied score)
386
8.6(tied score)
51
8.7(won by 0.1)
173
8.6
52
8.6(won by 0.1)
377
8.5
46
9.1(won by 0.2)
449
8.9
50
Generative AI
7.7
88
7.5
6
7.7
87
7.2
6
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Survey Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Process Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
System Management
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
7.2
9
Not enough data
7.8
9
Before the Job
Not enough data
7.8
16
Not enough data
8.5
12
Not enough data
8.5
16
Not enough data
8.6
17
On the Job
Not enough data
9.3
14
Not enough data
7.9
16
Not enough data
9.0
12
Not enough data
8.2
14
Not enough data
8.8
15
After the Job
Not enough data
8.9
17
Not enough data
8.7
15
Not enough data
9.1
11
Not enough data
8.9
12
Agentic AI - Field Service Management
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
9.1
11
8.9
14
8.8
11
8.1
15
8.3
11
7.6
14
8.8
11
7.7
15
8.2
11
7.6
15
Customer Interaction Automation - AI Customer Support Agents
8.3
11
8.0
15
8.6
12
7.6
15
8.9
12
8.3
14
8.8
12
8.1
14
Automation
9.1
11
8.2
15
8.8
11
7.9
15
9.1
11
8.3
15
Autonomy
7.3
11
8.1
15
8.6
11
7.9
15
8.6
11
8.0
15
8.2
11
8.1
15
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
Freshdesk and Kapture CX are categorized as AI Customer Support Agents, Digital Customer Service Platforms, Help Desk, Conversational Support, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Shared Inbox
Kapture CX is categorized as AI Chatbots, Feedback Analytics, Conversation Intelligence, Contact Center Knowledge Base, Chatbots, Enterprise Feedback Management, Field Service Management, and AI Agents For Business Operations
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kapture CX
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
Information Technology and Services
17.1%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.1%
Consumer Services
14.1%
Pharmaceuticals
7.8%
Health, Wellness and Fitness
6.9%
Telecommunications
5.9%
Retail
5.6%
Other
59.7%
Alternatives
Discussions
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
What is CRM and its functions?
3 Comments
PC
CRM stands for Customer Relationship Management and is a software system that helps business owners easily track all communications and nurture relationships...Read more
Can I customize my interface on this platform?
1 Comment
KC
Hi Lowin,
Thanks for your query
You can configure and customize the platform but you cannot customize the User Interface.
Kapture is a CRM Platform on...Read more
Please make user interface bit attractive
1 Comment
EN
It is a support used to highlight the attractive object, it can be makeup for a person, it can be a belt for a dog or something else that beautifies.Read more
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