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At a Glance
Market Segments
Mid-Market (58.4% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
Contact Us 1 Users Per Month
$19.00 1 user per month billed annually
Kapture CX
Star Rating
(343)4.5 out of 5
Market Segments
Mid-Market (58.4% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us 1 Users Per Month
Browse all 3 pricing plansZendesk 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 Kapture CX excels in Ease of Use with a score of 9.3 compared to Zendesk Support Suite's 8.6. Reviewers mention that Kapture's intuitive interface allows for quicker onboarding and less training time for new staff.
- Reviewers mention that Kapture CX outperforms Zendesk in Ticket Response User Experience, scoring 9.1 against Zendesk's 8.7. Users appreciate Kapture's streamlined ticketing process, which they say leads to faster resolutions and improved customer satisfaction.
- G2 users highlight Kapture CX's superior Workflow capabilities, scoring 8.8 compared to Zendesk's 8.5. Reviewers say that Kapture's automation features, such as automated ticket routing, significantly enhance operational efficiency.
- Users on G2 report that Kapture CX has a better Quality of Support, with a score of 8.9 versus Zendesk's 8.4. Reviewers mention that Kapture's support team is more responsive and helpful, providing timely assistance when issues arise.
- Reviewers mention that Kapture CX shines in Customization options, scoring 9.1 compared to Zendesk's 8.1. Users appreciate the flexibility to tailor the software to their specific business needs, which they say enhances overall user experience.
- Users say that Kapture CX's Performance and Reliability score of 9.1 surpasses Zendesk's 8.6. Reviewers report fewer downtime incidents and faster load times with Kapture, which they find crucial for maintaining customer engagement.
Pricing
Entry-Level Pricing
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
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
Kapture CX
No trial information availableZendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
9.0
298
8.6
5,118
Ease of Use
9.2
298
8.6
5,162
Ease of Setup
9.2
251
8.0
3,186
Ease of Admin
8.9
109
8.2
3,073
Quality of Support
8.8
296
8.4
4,796
Has the product been a good partner in doing business?
8.9
110
8.4
2,999
Product Direction (% positive)
9.5
271
8.0
4,771
Features by Category
Ticket and Case Management
9.0
105
8.8
2552
|
Verified
8.9
104
8.7
2567
|
Verified
8.8
101
8.5
2492
|
Verified
8.8
98
8.4
2337
|
Verified
8.6
99
8.2
1921
|
Verified
8.7
98
8.4
2398
|
Verified
8.7
98
8.6
2386
|
Verified
8.9
99
8.3
1853
|
Verified
Generative AI
8.4
78
7.6
384
8.4
78
7.6
385
Agentic AI - Help Desk
8.3
41
7.8
245
8.0
41
7.9
245
8.5
41
8.0
246
Communication Channels
9.0
96
8.5
2060
|
Verified
8.9
97
8.8
2310
|
Verified
8.6
93
8.4
1724
|
Verified
8.7
95
8.0
1428
|
Verified
8.8
92
8.0
1313
|
Verified
Platform
8.5
91
7.8
1387
|
Verified
8.7
118
8.0
1777
|
Verified
8.7
99
8.3
1947
|
Verified
8.7
101
8.2
1739
|
Verified
8.5
99
7.9
2339
|
Verified
8.7
96
8.0
2407
|
Verified
Core Conversational Capabilities - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data
8.5
18
Not enough data
8.4
17
Not enough data
Interaction
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
Not enough data
Task & Flow Management - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Learning
8.8
15
Not enough data
8.6
15
Not enough data
Deployment & Embedding - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Content Generation
8.6
15
Not enough data
8.6
15
Not enough data
Admin & Configuration - AI Chatbots
Not enough data
Not enough data
System
8.8
14
Not enough data
8.6
15
Not enough data
8.6
14
Not enough data
8.8
14
Not enough data
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
8.8
31
Not enough data
8.9
28
Not enough data
8.6
28
Not enough data
Knowledge Management
9.1
28
Not enough data
9.3
27
Not enough data
8.5
27
Not enough data
Compliance
8.6
28
Not enough data
8.8
28
Not enough data
8.7
28
Not enough data
8.9
27
Not enough data
Customer Support
9.0
29
Not enough data
9.0
29
Not enough data
8.8
28
Not enough data
Data Security
8.7
26
Not enough data
9.0
27
Not enough data
9.1
25
Not enough data
8.8
25
Not enough data
Administration
9.0
27
Not enough data
8.9
29
Not enough data
9.1
30
Not enough data
Generative AI
8.7
21
Not enough data
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
Agent Performance Management
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
9.0
75
Not enough data
8.6
71
Not enough data
8.2
73
Not enough data
Design
8.7
74
Not enough data
8.5
73
Not enough data
8.8
75
Not enough data
8.7
75
Not enough data
8.6
73
Not enough data
Generative AI
7.7
37
Not enough data
7.5
37
Not enough data
Usability
8.7
72
8.3
667
8.7
71
8.3
663
9.0
71
8.4
632
Reporting
8.7
73
8.3
590
8.4
72
7.9
563
8.7
73
8.2
644
Generative AI
7.3
33
7.3
179
7.8
33
7.2
178
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
9.0
35
8.1
468
8.9
35
8.1
465
8.9
35
8.3
449
9.0
35
8.1
448
9.0
34
8.2
356
Platform
8.6
33
8.6
471
9.1
33
8.3
468
8.7
33
8.3
463
8.8
33
8.2
464
8.8
34
Feature Not Available
8.9
35
Feature Not Available
9.0
33
8.4
454
Generative AI
8.8
14
8.2
113
7.9
13
8.2
112
Feedback Management
7.6
7
Not enough data
6.7
7
Not enough data
7.9
7
Not enough data
Feedback Analysis
6.4
7
Not enough data
8.1
7
Not enough data
6.1
6
Not enough data
Feedback Sources
7.9
7
Not enough data
6.7
7
Not enough data
7.4
7
Not enough data
6.9
7
Not enough data
Generative AI
7.3
5
Not enough data
7.7
5
Not enough data
Conversational Platform
8.3
42
8.1
859
8.2
42
8.3
716
8.1
41
8.2
684
8.0
41
8.2
749
Support Automation
8.0
40
8.2
714
8.4
41
8.3
757
7.9
41
8.4
711
8.3
41
8.1
788
Generative AI
8.0
23
7.8
204
7.5
22
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
8.3
6
Feature Not Available
7.5
6
7.9
207
6.4
6
Feature Not Available
Communication
9.9
27
8.6
950
|
Verified
9.9
28
8.5
964
|
Verified
9.8
28
8.1
720
9.3
27
8.5
737
|
Verified
9.7
25
8.0
520
Internal Use
8.7
118
8.0
1777
|
Verified
9.9
27
8.5
849
|
Verified
9.3
28
8.1
650
9.4
26
8.5
898
9.9
28
8.6
824
|
Verified
9.8
27
8.3
848
|
Verified
Generative AI
8.6
48
Feature Not Available
Self-Service Experience
8.9
65
8.5
1499
8.5
63
8.5
1436
8.5
61
8.0
1024
8.3
60
7.7
648
8.7
62
8.0
780
Self-Service Platform
8.6
62
8.2
828
8.6
59
8.2
841
8.5
60
7.7
658
8.7
58
8.2
806
Agentic AI - Customer Self-Service
8.7
20
8.3
63
8.6
20
8.3
63
8.8
20
8.2
64
8.8
20
8.7
63
8.3
20
8.6
61
8.3
20
8.2
63
8.5
20
8.1
63
Generative AI
8.7(won by 1.3)
39
7.4
77
8.7(won by 1.2)
39
7.5
78
Process
Feature Not Available
8.4(won by default)
564
8.8
51
9.1(won by 0.3)
741
8.4
48
8.9(won by 0.5)
689
Channels
9.0(tied score)
51
9.0(tied score)
740
8.8(won by 0.4)
52
8.4
586
8.4
47
8.7(won by 0.3)
563
8.9(won by 0.7)
47
8.2
485
9.0(won by 0.7)
47
8.3
421
Insight
8.6(won by 0.4)
50
8.2
539
8.6(won by 0.3)
51
8.3
648
8.5(tied score)
45
8.5(tied score)
562
8.9(won by 0.2)
49
8.7
666
Generative AI
7.5
6
7.8
67
7.2
6
7.7
66
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
7.3
8
Not enough data
7.7
8
Not enough data
Before the Job
7.8
15
Not enough data
8.5
11
Not enough data
8.6
15
Not enough data
8.6
16
Not enough data
On the Job
9.4
13
Not enough data
7.9
15
Not enough data
9.1
11
Not enough data
8.2
13
Not enough data
8.8
14
Not enough data
After the Job
9.0
16
Not enough data
8.7
14
Not enough data
9.2
10
Not enough data
8.9
11
Not enough data
Agentic AI - Field Service Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Customer Query Resolution - AI Customer Support Agents
9.2
30
8.4
70
8.8
31
8.2
71
8.4
30
8.3
71
8.3
31
8.3
69
8.3
31
8.3
70
Customer Interaction Automation - AI Customer Support Agents
8.8
31
8.2
70
8.2
31
8.4
70
8.8
30
8.4
70
8.6
30
8.5
70
Automation
8.8
31
8.6
70
8.6
31
8.6
71
8.9
31
8.0
70
Autonomy
8.6
31
8.2
70
8.5
31
8.4
69
8.7
31
8.4
70
8.9
31
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
Kapture CX and Zendesk for Customer Service are categorized as Digital Customer Service Platforms, Conversational Support, Complaint Management, Chatbots, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, AI Agents For Business Operations, and AI Customer Support Agents
Unique Categories
Kapture CX is categorized as AI Chatbots, Feedback Analytics, Customer Communications Management, Conversation Intelligence, Contact Center Knowledge Base, Enterprise Feedback Management, and Field Service Management
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Shared Inbox, Customer Service Automation, and Proactive Notification
Reviews
Reviewers' Company Size
Kapture CX
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
Consumer Services
14.3%
Pharmaceuticals
7.6%
Health, Wellness and Fitness
7.0%
Computer Software
7.0%
Telecommunications
6.0%
Other
58.1%
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 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
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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