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At a Glance
Market Segments
Mid-Market (58.7% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
Contact Us 1 Users Per Month
$0.00
Kapture CX
Star Rating
(348)4.5 out of 5
Market Segments
Mid-Market (58.7% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us 1 Users Per Month
Browse all 3 pricing plansZoho Desk
Star Rating
(7,134)4.4 out of 5
Market Segments
Small-Business (72.6% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zoho Desk offers a robust Help Desk feature with a score of 9.0, which is highly praised for its ticket management capabilities. In contrast, Kapture CX, while still effective, scores lower at 8.8, indicating that users find Zoho's Help Desk more comprehensive and user-friendly.
- Reviewers mention that Kapture CX excels in Ease of Use with a score of 9.3, making it more intuitive for new users compared to Zoho Desk's score of 8.5. Users appreciate Kapture's streamlined interface, which simplifies navigation and reduces the learning curve.
- G2 users highlight Kapture CX's superior Ticket Creation User Experience, scoring 9.1, which is noted for its simplicity and efficiency. In comparison, Zoho Desk's score of 8.6 suggests that while functional, it may not be as seamless as Kapture's process.
- Users on G2 report that Kapture CX shines in its Multi-Channel Coverage, scoring 8.9, which allows for better integration across various communication platforms. Zoho Desk, with a score of 8.1, is seen as less versatile in this area, limiting users' ability to engage with customers through multiple channels effectively.
- Reviewers mention that Kapture CX's Performance and Reliability score of 9.1 reflects its consistent uptime and responsiveness, which is crucial for customer support operations. Zoho Desk, with a score of 8.5, is reliable but does not match the high standards set by Kapture in this regard.
- Users say that Kapture CX's Analytics feature, scoring 8.5, provides deeper insights into customer interactions and support metrics compared to Zoho Desk's score of 8.2. This difference indicates that Kapture's analytics tools are more advanced, helping businesses make data-driven decisions more effectively.
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
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Kapture CX
No trial information availableZoho Desk
Free Trial is available
Ratings
Meets Requirements
9.0
300
8.7
5,667
Ease of Use
9.2
300
8.5
5,745
Ease of Setup
9.2
253
8.1
5,020
Ease of Admin
8.8
110
8.3
4,727
Quality of Support
8.8
298
8.3
5,097
Has the product been a good partner in doing business?
8.9
111
8.4
4,268
Product Direction (% positive)
9.5
273
8.9
5,432
Features by Category
Ticket and Case Management
9.0
106
8.6
3319
|
Verified
8.9
104
8.5
3289
|
Verified
8.8
101
8.3
3065
|
Verified
8.8
99
8.3
2912
|
Verified
8.6
99
8.2
2628
|
Verified
8.6
99
8.4
2907
|
Verified
8.7
98
8.5
2912
|
Verified
8.9
100
8.3
2500
|
Verified
Generative AI
8.4
78
7.4
960
8.4
78
7.4
949
Agentic AI - Help Desk
8.3
41
7.1
357
8.0
41
7.1
360
8.5
41
7.2
355
Communication Channels
9.0
96
8.3
2853
|
Verified
8.9
98
8.6
3071
|
Verified
8.6
94
8.2
2385
|
Verified
8.7
95
8.0
2145
|
Verified
8.8
92
7.8
1907
|
Verified
Platform
8.5
91
8.1
2277
|
Verified
8.7
118
8.2
2727
|
Verified
8.7
99
8.4
2825
|
Verified
8.7
101
8.1
2243
|
Verified
8.5
99
8.2
2785
|
Verified
8.7
96
8.4
2942
|
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
8.2
341
8.9
28
8.2
340
8.6
28
8.4
344
Knowledge Management
9.1
28
8.6
322
9.3
27
8.2
315
8.5
27
8.2
322
Compliance
8.6
28
8.4
336
8.8
28
8.3
333
8.7
28
8.2
335
8.9
27
8.1
333
Customer Support
9.0
29
8.2
311
9.0
29
8.2
312
8.8
28
8.0
310
Data Security
8.7
26
8.1
335
9.0
27
8.1
329
9.1
25
8.4
334
8.8
25
8.4
331
Administration
9.0
27
8.1
313
8.9
29
8.4
315
9.1
30
8.5
312
Generative AI
8.7
21
7.6
248
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
8.2
569
8.6
71
8.0
555
8.2
73
7.3
548
Design
8.7
74
7.9
545
8.5
73
7.7
554
8.8
75
8.1
550
8.7
75
8.1
545
8.6
73
8.1
531
Generative AI
7.7
37
7.5
427
7.5
37
7.5
420
Usability
8.7
72
8.3
445
8.7
71
8.3
442
9.0
71
8.3
434
Reporting
8.7
73
8.3
429
8.4
72
8.2
415
8.7
73
8.3
422
Generative AI
7.3
33
7.7
329
7.8
33
7.8
324
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
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
Not enough data
Platform
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
Not enough data
Generative AI
8.8
14
Not enough data
7.9
13
Not enough data
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
Not enough data
8.2
42
Not enough data
8.1
41
Not enough data
8.0
41
Not enough data
Support Automation
8.0
40
Not enough data
8.4
41
Not enough data
7.9
41
Not enough data
8.3
41
Not enough data
Generative AI
8.0
23
Not enough data
7.5
22
Not enough data
Generative AI
8.3
6
7.9
176
7.5
6
8.0
178
6.4
6
7.8
177
Communication
9.9
27
8.8
718
|
Verified
9.9
28
8.7
758
|
Verified
9.8
28
8.6
659
9.3
27
8.6
632
|
Verified
9.7
25
8.3
356
Internal Use
8.7
118
8.2
2727
|
Verified
9.9
27
8.5
361
9.3
28
8.4
456
9.4
26
8.7
712
|
Verified
9.9
28
8.7
692
|
Verified
9.8
27
8.6
708
|
Verified
Generative AI
8.6
48
7.7
423
Self-Service Experience
8.9
65
8.5
1508
8.5
63
8.4
1469
8.5
61
8.1
1275
8.3
60
8.1
770
8.7
62
8.2
815
Self-Service Platform
8.6
62
8.3
838
8.6
59
8.3
815
8.5
60
7.8
725
8.7
58
8.2
761
Agentic AI - Customer Self-Service
8.7
20
7.7
79
8.6
20
7.7
80
8.8
20
7.9
79
8.8
20
7.8
84
8.3
20
7.8
82
8.3
20
7.8
80
8.5
20
7.7
81
Generative AI
8.7(won by 0.5)
39
8.2
119
8.7(won by 0.6)
39
8.1
117
Process
Feature Not Available
8.7(won by default)
490
8.8
51
9.0(won by 0.2)
634
8.4
48
8.5(won by 0.1)
487
Channels
9.0(tied score)
51
9.0(tied score)
624
8.8(won by 0.3)
52
8.5
543
8.4
47
8.7(won by 0.3)
514
8.9(won by 0.3)
47
8.6
457
9.0(won by 0.2)
47
8.8
482
Insight
8.6
50
8.7(won by 0.1)
493
8.6
51
8.9(won by 0.3)
545
8.5
45
8.8(won by 0.3)
515
8.9
49
9.0(won by 0.1)
589
Generative AI
7.5
6
7.6
184
7.2
6
7.7
183
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
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
6.9
6
Not enough data
7.2
6
Customer Query Resolution - AI Customer Support Agents
9.2
30
Not enough data
8.8
31
Not enough data
8.4
30
Not enough data
8.3
31
Not enough data
8.3
31
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.8
31
Not enough data
8.2
31
Not enough data
8.8
30
Not enough data
8.6
30
Not enough data
Automation
8.8
31
Not enough data
8.6
31
Not enough data
8.9
31
Not enough data
Autonomy
8.6
31
Not enough data
8.5
31
Not enough data
8.7
31
Not enough data
8.9
31
Not enough data
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
Kapture CX and Zoho Desk are categorized as Digital Customer Service Platforms, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Reviews
Reviewers' Company Size
Kapture CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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
14.2%
Pharmaceuticals
7.9%
Health, Wellness and Fitness
6.9%
Computer Software
6.9%
Telecommunications
6.0%
Other
58.0%
Information Technology and Services
17.8%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.6%
Other
60.2%
Alternatives
Discussions
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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
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1 Comment
EN
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3 Comments
TW
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2 Comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
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