--- title: Capacity Reviews meta\_title: 'Capacity Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 106 reviews by the users' company size, role or industry to find out how Capacity works for a business like yours. aggregate\_rating: rating\_value: 4.7 review\_count: 106 scale: '5' date\_modified: '2026-08-11' parent\_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- ### Capacity Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users find Capacity **very easy to use** , with customizable features and helpful support enhancing their experience. [(7 mentions)](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=1774503&qs=pros-and-cons#reviews) Users praise the **exceptional support team** at Capacity, enhancing collaboration and fostering successful project outcomes. [(7 mentions)](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=1774721&qs=pros-and-cons#reviews) Users value the **efficiency** of Capacity, enjoying streamlined workflows and significant time savings in communication. [(6 mentions)](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=2109406&qs=pros-and-cons#reviews) Users highlight the **exceptional customer support** at Capacity, making collaboration seamless and enhancing overall experience. [(5 mentions)](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=1775992&qs=pros-and-cons#reviews) Users praise the **easy setup** of Capacity, making transitions seamless and enhancing overall efficiency in support processes. [(5 mentions)](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=1775260&qs=pros-and-cons#reviews) Users note that the **complex setup** of Capacity requires significant time and planning for effective implementation. [(2 mentions)](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=2508834&qs=pros-and-cons#reviews) Users find the **difficult setup** of Capacity requires significant time and a dedicated team for successful implementation. [(2 mentions)](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=2508703&qs=pros-and-cons#reviews) Users point out the **inadequate features** of Capacity, specifically lacking essential tools like asset management. [(2 mentions)](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=2109707&qs=pros-and-cons#reviews) Users find the **lack of features** in Capacity, such as asset management, limits its effectiveness for their needs. [(2 mentions)](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=1775772&qs=pros-and-cons#reviews) Users note a significant **learning curve** with Capacity, requiring time and proper guidance for effective setup. [(2 mentions)](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=2109580&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Capacity ##### 1. Ease of Use Users find Capacity **very easy to use** , with customizable features and helpful support enhancing their experience. [ See 7 mentions ](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=1774503&qs=pros-and-cons#reviews) See Related User Reviews RM Ryan M. Mid-Market (51-1000 emp.) 3.5/5 "Not an exciting category, but it does the job" What do you like about Capacity? Very simple to use. Customizable as needed. CS Celeste S. Mid-Market (51-1000 emp.) 5.0/5 "Very good handling, reliable, good chatbot with excellent grip on the website" What do you like about Capacity? The functions that I liked the most are the instant conversation and the message history. It was easy to integrate into our website. ##### 2. Helpful Users praise the **exceptional support team** at Capacity, enhancing collaboration and fostering successful project outcomes. [ See 7 mentions ](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=1774721&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") E Verified User Small-Business (50 or fewer emp.) 5.0/5 "Solid product and the support team to match." What do you like about Capacity? Capacity's support team and the documentation they've created are the most helpful. Building our knowledge base and getting a chatbot on our website w FH Faith H. Small-Business (50 or fewer emp.) 5.0/5 "Make the most out of your people by automating mundane questions!" What do you like about Capacity? The efficiencies we gain have allowed us to elevate the way we use our employees. Plus they have greater job satisfaction by taking mundane inquiries ##### 3. Efficiency Users value the **efficiency** of Capacity, enjoying streamlined workflows and significant time savings in communication. [ See 6 mentions ](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=2109406&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") E Verified User Small-Business (50 or fewer emp.) 5.0/5 "Solid product and the support team to match." What do you like about Capacity? Capacity's support team and the documentation they've created are the most helpful. Building our knowledge base and getting a chatbot on our website w FH Faith H. Small-Business (50 or fewer emp.) 5.0/5 "Make the most out of your people by automating mundane questions!" What do you like about Capacity? The efficiencies we gain have allowed us to elevate the way we use our employees. Plus they have greater job satisfaction by taking mundane inquiries ##### 4. Customer Support Users highlight the **exceptional customer support** at Capacity, making collaboration seamless and enhancing overall experience. [ See 5 mentions ](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=1775992&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") E Verified User Small-Business (50 or fewer emp.) 5.0/5 "Solid product and the support team to match." What do you like about Capacity? Capacity's support team and the documentation they've created are the most helpful. Building our knowledge base and getting a chatbot on our website w ![Thomas G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Thomas G.") TG Thomas G. Small-Business (50 or fewer emp.) 5.0/5 "Capacity Truly Empowers Teams To Do Their Best Work!" What do you like about Capacity? The people! Every member of the team at Capacity that my team has ever met or engaged with on a project has been resourceful and a true pleasure to c ##### 5. Easy Setup Users praise the **easy setup** of Capacity, making transitions seamless and enhancing overall efficiency in support processes. [ See 5 mentions ](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=1775260&qs=pros-and-cons#reviews) See Related User Reviews CS Celeste S. Mid-Market (51-1000 emp.) 5.0/5 "Very good handling, reliable, good chatbot with excellent grip on the website" What do you like about Capacity? The functions that I liked the most are the instant conversation and the message history. It was easy to integrate into our website. ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") E Verified User Small-Business (50 or fewer emp.) 5.0/5 "Solid product and the support team to match." What do you like about Capacity? Capacity's support team and the documentation they've created are the most helpful. Building our knowledge base and getting a chatbot on our website w ### 5 Cons or Disadvantages of Capacity ##### 1. Complex Setup Users note that the **complex setup** of Capacity requires significant time and planning for effective implementation. [ See 2 mentions ](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=2508834&qs=pros-and-cons#reviews) See Related User Reviews FH Faith H. Small-Business (50 or fewer emp.) 5.0/5 "Make the most out of your people by automating mundane questions!" What do you dislike about Capacity? It's a necessary part of getting the best result, but setting up the Knowledge Base takes some time. Dedicate a person to it right in the beginning a DW David W. Mid-Market (51-1000 emp.) 5.0/5 "Great AI tool that users love" What do you dislike about Capacity? Don't underestimate the amount of time it will take to get Capacity set up. Be sure that you have a well-rounded implementation team with stakeholder ##### 2. Difficult Setup Users find the **difficult setup** of Capacity requires significant time and a dedicated team for successful implementation. [ See 2 mentions ](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=2508703&qs=pros-and-cons#reviews) See Related User Reviews FH Faith H. Small-Business (50 or fewer emp.) 5.0/5 "Make the most out of your people by automating mundane questions!" What do you dislike about Capacity? It's a necessary part of getting the best result, but setting up the Knowledge Base takes some time. Dedicate a person to it right in the beginning a DW David W. Mid-Market (51-1000 emp.) 5.0/5 "Great AI tool that users love" What do you dislike about Capacity? Don't underestimate the amount of time it will take to get Capacity set up. Be sure that you have a well-rounded implementation team with stakeholder ##### 3. Inadequate Features Users point out the **inadequate features** of Capacity, specifically lacking essential tools like asset management. [ See 2 mentions ](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=2109707&qs=pros-and-cons#reviews) See Related User Reviews HW Heather W. Enterprise (\> 1000 emp.) 5.0/5 "A pleasant transition" What do you dislike about Capacity? We have a current wish list of things to have improved upon - the ability to see others inside of the system so as to not work over one another is a b ![Christopher R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Christopher R.") CR Christopher R. Enterprise (\> 1000 emp.) 5.0/5 "Capacity Support Automation Review" What do you dislike about Capacity? The one feature that Capacity does not have is the ability to do asset management, so if your company is looking for support desk software that can tr ##### 4. Lack of Features Users find the **lack of features** in Capacity, such as asset management, limits its effectiveness for their needs. [ See 2 mentions ](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=1775772&qs=pros-and-cons#reviews) See Related User Reviews HW Heather W. Enterprise (\> 1000 emp.) 5.0/5 "A pleasant transition" What do you dislike about Capacity? We have a current wish list of things to have improved upon - the ability to see others inside of the system so as to not work over one another is a b ![Christopher R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Christopher R.") CR Christopher R. Enterprise (\> 1000 emp.) 5.0/5 "Capacity Support Automation Review" What do you dislike about Capacity? The one feature that Capacity does not have is the ability to do asset management, so if your company is looking for support desk software that can tr ##### 5. Learning Curve Users note a significant **learning curve** with Capacity, requiring time and proper guidance for effective setup. [ See 2 mentions ](https://www.g2.com/products/capacity/reviews?filters%5Bsentiment_snippet%5D=2109580&qs=pros-and-cons#reviews) See Related User Reviews DW David W. Mid-Market (51-1000 emp.) 5.0/5 "Great AI tool that users love" What do you dislike about Capacity? Don't underestimate the amount of time it will take to get Capacity set up. Be sure that you have a well-rounded implementation team with stakeholder AW Ali W. Small-Business (50 or fewer emp.) 5.0/5 "Great helpdesk and bot" What do you dislike about Capacity? There is a lot to the platform, so I was a little lost right at the start. However, they keep making improvements to the user interface and have been ## Top-Rated Alternatives [ ![Fin](https://images.g2crowd.com/uploads/product/hd_favicon/5d5fd30de40ef30f077664aa44f9775a/fin.svg "Fin") Fin 4.5/5(3,901) ](https://www.g2.com/products/fin/reviews) [ ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(7,019) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") Freshdesk 4.4/5(3,758) ](https://www.g2.com/products/freshdesk/reviews) [ View All Alternatives ](https://www.g2.com/products/capacity/competitors/alternatives) ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") UI Verified User in Information Technology and Services Mid-Market (51-1000 emp.) 4/16/2026 "Easy-to-Use UI, Strong Performance, and Helpful Support" 5/5 What do you like best about Capacity? The UI ease-of-use, general performance, the helpfulness of their Support technicians, the integrations with other products, and the ability to view other org users making live edits to cases. Review collected by and hosted on G2.com. What do you dislike about Capacity? Searching through old tickets could be more intuitive. Also, fewer AI integrations. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Mostly, it's the UI and performance compared to other ticketing systems I've used. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Fine Art](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Fine Art") AF Verified User in Fine Art Small-Business (50 or fewer emp.) 8/11/2026 "easy way to marketing" 5/5 What do you like best about Capacity? THE HIGH PERFORMANCE SPEED, QUICK SUPPORT AND CHEAP PRICEING WITH LATEST AI TECHNOLOGIES. Review collected by and hosted on G2.com. What do you dislike about Capacity? ITS INTEGRATION SYSTEM IS SLOW. AND US IS STILL NEED TO BETTER Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? PRICING WAS TOO LAW SO WE CAN AFFORD Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite RM Ryan M. Sales Development Mid-Market (51-1000 emp.) 4/23/2025 "Not an exciting category, but it does the job" 3.5/5 What do you like best about Capacity? Very simple to use. Customizable as needed. Review collected by and hosted on G2.com. What do you dislike about Capacity? Pretty boring UI and seems to be pretty basic in features although it doesn't need to do much. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Allows all teams to access knowledge base and collaborate. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Jen B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jen B.") JB Jen B. Mortgage Loan Officer, Equal Housing Opportunity Small-Business (50 or fewer emp.) 4/12/2023 "Capacity is a Life Saver with INCREDIBLE Customer Service" 5/5 What do you like best about Capacity? It's not just about the ability to measure our incoming emails/questions so we can staff appropriately. It's not just about the knowledge from the AI that is built out and allows us to continually grow to try to assist with solving the questions before it even turns into an email. Or even the abilities it provides to help us track where we may have gaps in our training material. It is about the people behind Capacity - the customer service, the ability or desire to continue learning, growing, and changing to provide what we need in this product. Review collected by and hosted on G2.com. What do you dislike about Capacity? I would love to see the reporting abilities/customizations expanded a bit more. Although, with that said, every time we have voiced an improvement request, it has been received and implemented so quickly. I would also love to have the ability to have a built-in signature for replies within Capacity. I do believe this is being worked on currently. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? First and foremost, AI allows people to ask questions before just sending an email for help. AI provides lift to our team, enabling them to focus on other aspects of our responsibilities. Going from a standard "email" inbox to a ticket board with Capacity allows multiple people to respond while building our knowledge base and allowing us to track the volume/content of the ticket requests. It enables us to not "lose" requests for assistance as you typically would utilizing a standard email system. It allows us to measure ticket type, track the type of requests being made and build our knowledge for future requests. Capacity has an incredible workflow, automation process and customer service to allow us to support our team more effective and more efficiently! Review collected by and hosted on G2.com. Show More 11/14/2023 Current UserValidated ReviewerSource: Organic ![Verified User in Financial Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Financial Services") AF Verified User in Financial Services Mid-Market (51-1000 emp.) 2/8/2024 "Great company and service, but they're heavily invested in their ticket system." 3.5/5 What do you like best about Capacity? The team is very collaborative and innovative. Their customer service is top notch, and implementation went smoothly. Review collected by and hosted on G2.com. What do you dislike about Capacity? How much they push their ticket system. We didn't want a ticket system to take over our existing platform, just a chat feature. We also have had a really hard time finding the value of the chat feature if we're not utilizing the ticket system. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? We are utilizing Capacity for a borrower facing chat on our website, and as an internal resource for employees to find answers to UW guideline questions, and internal resources. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") AR Verified User in Retail Mid-Market (51-1000 emp.) 10/3/2023 "Linc - Best in Class Partners" 5/5 What do you like best about Capacity? They make it easy for you! From the start up to any upgrades, they take on the heavy lifting and guide you through the process. They are true partners. Very proactive! Anytime we have a question, they are quick to offer support. They have a thorough understanding of their systems while actively listening to your needs, to be able to recommend the best options for your company and customer experience. Love their new automation builder. Review collected by and hosted on G2.com. What do you dislike about Capacity? That’s a difficult question. As of yet, we haven’t found anything to dislike, and I have no doubt if we did, they would immediately find and implement a resolution. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Tracking – easy and quick solution for customers to use. Implementing digital workers to help offset some of the easy service calls so our live agents can be available for more complicated issues. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic CS Celeste S. Sales Associate Machinery Mid-Market (51-1000 emp.) 3/6/2024 "Very good handling, reliable, good chatbot with excellent grip on the website" 5/5 What do you like best about Capacity? The functions that I liked the most are the instant conversation and the message history. It was easy to integrate into our website. Review collected by and hosted on G2.com. What do you dislike about Capacity? I'm yet to see any disadvantages but for now I'm very pleased with it. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Centralization of customer queries in the same place. Having the one on one chat helps really sell products well. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite TM Thomas M. Mid-Market (51-1000 emp.) 5/23/2023 "Great system for internal knowledge sharing, on-boarding, and help-desk." 5/5 What do you like best about Capacity? We initially purchased Capacity to begin to capture much of our best and most experienced workers' knowledge in order to help both new and less experienced employees. Along with it came a help desk that Capacity has done a great job improving over the last two years. We have now converted our UW and Marketing departments into the Capacity help desk system from old "email" methods of requesting assistance. Both departments also leveraged guided conversations to make sure submitted tickets contained relevant information so those departments can respond more quickly and cut back on back-and-forth information gathering. Just this past quarter we migrated from our old IT help desk system into Capacity's help desk system for all our technology support needs. Our technical support staff likes the Capacity help desk system much better because it is cleaner, we can leverage guided conversations to ensure we get better tickets, and we can quickly convert common issues into Capacity knowledge exchanges. We are in the process of leveraging Capacity externally to our clients in order to help them get the answers they need more quickly on questions about the mortgage process and their loans after they have closed. Review collected by and hosted on G2.com. What do you dislike about Capacity? There is not really anything I can say I dislike right now about Capacity. Anything that we have found lacking in the system is always improved upon and addressed in later releases. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? It has provided our technical support staff a better help desk. It has allowed some of our other departments to move to a help desk-style system vs traditional email and serve our internal clients better. It is allowing more of our employees to get the information they need via self-service instead of waiting on responses from emailing the same people that are overwhelmed with questions. It will allow us to provide the same self-service for our borrowers later in 2023. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic MW Mary Kate W. Small-Business (50 or fewer emp.) 5/31/2023 "A product with a supportive team & high innovation!" 5/5 What do you like best about Capacity? The Capacity team is continually working to understand the needs of their customers, optimize the product, and innovate new solutions! The team we work with is so helpful in providing recommendations and actively taking in our questions or feedback. As we continue to utilize Capacity for our teams, I'm confident we'll continue to see more and more value in the product! Review collected by and hosted on G2.com. What do you dislike about Capacity? While there is some room for improvement with the analytics provided in the platform, the Capacity team is incredibly open to this feedback and consistently shares progress toward any feedback I've shared. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Capacity allows our customer success team to effectively communicate with our customers, manage questions and feedback, as well as publish valuable information for our customers to self-serve knowledge of our product. Capacity centralizes the work for our CS team and ensures there is ease of collaboration and knowledge storing in one platform. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Financial Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Financial Services") AF Verified User in Financial Services Mid-Market (51-1000 emp.) 2/8/2024 "Good platform that could use improvements" 3.5/5 What do you like best about Capacity? The ability to manage projects and organize them by due date is great. Review collected by and hosted on G2.com. What do you dislike about Capacity? There have been a lot of glitches that seem to have gone away but sometimes come back. Many instances of not receiving the email notifications or receiving duplicates of the same email notification. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? For my particular department, it's used as a project management tool. Review collected by and hosted on G2.com. 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