Compare Kapture CX and Zoho Desk 
Featured Products
At a Glance
Market Segments
Mid-Market (56.3% of reviews)
Small-Business (72.8% of reviews)
Entry-Level Pricing
Contact Us 1 Users Per Month
$0.00
Kapture 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 plansZoho Desk
Star Rating
(7,456)4.4 out of 5
Market Segments
Small-Business (72.8% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zoho Desk excels in user experience, with many praising its drag-and-drop interface that significantly enhances productivity. Users appreciate the ease of organizing their systems, stating it saves them hours each week.
- According to verified reviews, Kapture CX is recognized for its user-friendly interface, making it easy for teams to manage customer communications effectively. Reviewers highlight its simplicity in handling email communications, which contributes to a smooth customer service experience.
- Users say that Zoho Desk offers a robust ticket management system, with features like multiple options for actioning tickets that help streamline workflows. This flexibility allows teams to manage their tickets efficiently, catering to various scenarios such as linking or holding tickets.
- Reviewers mention that Kapture CX shines during the initial setup process, describing it as cool and problem-free. This positive feedback indicates that new users can quickly get started without facing significant hurdles, which is crucial for teams looking to implement new software swiftly.
- G2 reviewers highlight that Zoho Desk's overall satisfaction is reflected in its high G2 Score, indicating a strong market presence and user approval. Users frequently commend its performance and reliability, which are essential for maintaining effective customer support operations.
- According to recent feedback, while Kapture CX has a solid reputation for ease of use, some users feel it lacks the advanced features found in Zoho Desk, particularly in areas like ticket collaboration and automation. This suggests that teams requiring more comprehensive tools may find Zoho Desk to be a better fit for their needs.
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
302
8.7
5,980
Ease of Use
9.1
303
8.5
6,060
Ease of Setup
9.1
256
8.1
5,333
Ease of Admin
8.7
114
8.3
4,931
Quality of Support
8.8
301
8.3
5,374
Has the product been a good partner in doing business?
8.8
115
8.4
4,458
Product Direction (% positive)
9.4
275
8.9
5,727
Features by Category
Ticket and Case Management
8.9
108
8.6
3446
|
Verified
8.8
98
8.5
3357
|
Verified
8.7
93
8.3
3164
|
Verified
8.7
89
8.3
2951
|
Verified
8.4
90
8.2
2680
|
Verified
8.6
88
8.4
2916
|
Verified
8.6
89
8.5
2933
|
Verified
8.8
93
8.3
2525
|
Verified
Generative AI
8.2
66
7.4
967
8.3
66
7.4
953
Agentic AI - Help Desk
7.7
28
7.1
357
7.6
28
7.1
360
8.0
28
7.2
358
Communication Channels
9.0
86
8.3
2876
|
Verified
8.8
86
8.6
3118
|
Verified
8.5
83
8.2
2419
|
Verified
8.7
84
8.0
2163
|
Verified
8.8
79
7.8
1923
|
Verified
Platform
8.2
78
8.1
2306
|
Verified
8.7
105
8.2
2751
|
Verified
8.6
86
8.4
2853
|
Verified
8.6
87
8.2
2320
|
Verified
8.4
88
8.2
2833
|
Verified
8.5
83
8.4
2980
|
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
345
8.9
28
8.2
343
8.6
28
8.4
346
Knowledge Management
9.1
28
8.6
325
9.3
27
8.2
316
8.5
27
8.2
322
Compliance
8.6
28
8.4
338
8.8
28
8.3
335
8.7
28
8.2
337
8.9
27
8.1
335
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
337
9.0
27
8.1
331
9.1
25
8.4
335
8.8
25
8.4
333
Administration
9.0
27
8.1
313
8.9
29
8.4
315
9.1
30
8.5
313
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
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
8.9
76
8.2
579
8.5
72
8.0
556
8.2
74
Feature Not Available
Design
8.7
74
7.9
545
8.4
74
7.7
554
8.7
76
8.1
551
8.7
76
8.1
547
8.6
74
8.1
531
Generative AI
7.6
38
7.5
426
7.5
38
7.5
419
Usability
8.6
73
8.3
448
8.7
71
8.3
442
9.0
71
8.3
434
Reporting
8.7
73
8.3
431
8.4
72
8.2
416
8.7
73
8.3
423
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
7.9
7
7.9
175
7.1
7
8.0
177
6.2
7
Feature Not Available
Communication
9.7
28
8.8
718
|
Verified
9.7
29
8.7
759
|
Verified
9.6
29
8.6
658
9.2
28
8.6
631
|
Verified
9.5
26
8.3
355
Internal Use
8.7
105
8.2
2751
|
Verified
9.9
27
Feature Not Available
9.2
29
8.4
455
9.2
27
8.7
714
|
Verified
9.9
28
8.6
692
|
Verified
9.6
28
8.6
707
|
Verified
Generative AI
8.6
48
7.7
423
Self-Service Experience
8.9
66
8.5
1514
8.5
63
8.4
1472
8.5
61
8.1
1279
8.3
60
8.1
772
8.7
62
8.2
817
Self-Service Platform
8.6
63
8.3
843
8.6
60
8.3
819
8.6
61
7.8
732
8.7
58
8.2
767
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
83
Generative AI
8.7(won by 0.5)
40
8.2
119
8.7(won by 0.6)
40
8.1
117
Process
Feature Not Available
8.7(won by default)
491
8.8
52
9.0(won by 0.2)
638
8.4
49
8.5(won by 0.1)
490
Channels
9.0(tied score)
52
9.0(tied score)
627
8.8(won by 0.3)
53
8.5
545
8.4
48
8.7(won by 0.3)
516
8.9(won by 0.3)
48
8.6
459
9.0(won by 0.2)
48
8.8
485
Insight
8.6
51
8.7(won by 0.1)
494
8.6
52
8.9(won by 0.3)
546
8.5
46
8.8(won by 0.3)
516
8.9
50
9.0(won by 0.1)
591
Generative AI
7.5
6
7.7
185
7.2
6
7.7
184
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
7.2
9
Not enough data
7.8
9
Not enough data
Before the Job
7.8
16
Not enough data
8.5
12
Not enough data
8.5
16
Not enough data
8.6
17
Not enough data
On the Job
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
Not enough data
After the Job
8.9
17
Not enough data
8.7
15
Not enough data
9.1
11
Not enough data
8.9
12
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
8.9
14
Not enough data
8.1
15
Not enough data
7.6
14
Not enough data
7.7
15
Not enough data
7.6
15
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
15
Not enough data
7.6
15
Not enough data
8.3
14
Not enough data
8.1
14
Not enough data
Automation
8.2
15
Not enough data
7.9
15
Not enough data
8.3
15
Not enough data
Autonomy
8.1
15
Not enough data
7.9
15
Not enough data
8.0
15
Not enough data
8.1
15
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, Customer Self-Service, and AI Customer Support Agents
Unique Categories
Kapture CX is categorized as AI Chatbots, Feedback Analytics, Conversational Support, Conversation Intelligence, Chatbots, Enterprise Feedback Management, Field Service Management, and AI Agents For Business Operations
Zoho Desk is categorized as Google Workspace for Sales
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
14.1%
Pharmaceuticals
7.8%
Health, Wellness and Fitness
6.9%
Telecommunications
5.9%
Financial Services
5.6%
Other
59.7%
Information Technology and Services
17.8%
Computer Software
10.8%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.5%
Other
60.1%
Alternatives
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
Where do I find training VDO?
3 Comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 Comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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