--- 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) MS Michelle S. Small-Business (50 or fewer emp.) 5/20/2023 "Increased our leads" 5/5 What do you like best about Capacity? We put Capacity's chat bot on our website and saw an increased number of leads we collected from the same amount of traffic. We also learned our prospects had a ton of questions about one of our new features. We expanded content on that new feature based on questions coming into the chat bot, which allowed up to start ranking for terms we didn't realize would bring us relevant traffic. Review collected by and hosted on G2.com. What do you dislike about Capacity? Building your initial knowledge base does take time, so it was great that we could start with a site-search. It allowed us to launch within a few days and build the knowledge base slowly over time. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Capacity helped us better understand our website prospects and convert them at a higher rate. It also allowed us to quickly and effectively route prospects to the right sales team members based on the prospect's needs. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Lindsay M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Lindsay M.") LM Lindsay M. Business Systems Analyst Mid-Market (51-1000 emp.) 4/17/2023 "Outstanding Support: From HelpDesks to Bots to Team Support" 5/5 What do you like best about Capacity? If you are looking for a HelpDesk that can be intuitive AND easy to work with Capacity is your best bet. To grow the Knowledge Base article and create Guided Conversations for your Chat bot/Help Desk, agents and end users get amazing results with a straightforward process. The Capacity team is also so supportive in assisting when needed. They are always more than accommodating and will step in and help guide responses or even teach an admin a better way to do things. Review collected by and hosted on G2.com. What do you dislike about Capacity? I am not too sure of many things I dislike. I will say that the reporting side of things could be improved a bit. As a helpdesk manager, would be nice to have additional reporting. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? In growing the Knowledge Base articles and setting canned responses, we can help cut down on repetitive tickets that are clogging up our helpdesks. It makes life as a help desk agent much easier if users are getting the direct answers without an agent having to respond. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Thomas G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Thomas G.") TG Thomas G. SVP, Business Development Small-Business (50 or fewer emp.) 4/14/2023 "Capacity Truly Empowers Teams To Do Their Best Work!" 5/5 What do you like best 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 collaborate with! Timely responses, actively listening to and understanding what we're trying to accomplish, paired with their ability to share a tech forward vision for our goals has been a key to our successes partnering with Capacity! Review collected by and hosted on G2.com. What do you dislike about Capacity? N/A. If you don't have dedicated internal resources to build out your knowledge base and add personality to your bot resources, you'll need to lean more heavily on Capacity's team for deployment. Not a negative to Capacity, but a general FYI to a potential client. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Capacity has helped power our internal knowledge base, guided conversations for our general questions and resources on our website, as well as directly enabled our development of a digital meeting request assistant for our conferences, which is linked to our internal project management platform. Capacity has and is saving our team countless hours on a monthly basis! The support we've received on these projects frees up our team from answering general questions for our members and partners that are accessible through our website, and has been a game changer in synchronizing how we support our members and partners in connecting for meeting time at our two annual conferences! Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Christopher R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Christopher R.") CR Christopher R. Director of Process and Analytics Enterprise (\> 1000 emp.) 4/4/2023 "Capacity Support Automation Review" 5/5 What do you like best about Capacity? While we love the product and its continued growth, the best part about Capacity is its people. From the CEO on down, they put the wants and needs of their customers first. They consistently seek feedback on how their product is performing and welcome suggestions on additional functionality to add to their roadmap. At its heart, Capacity is a tool that helps us provide better customer service to our customers and employees. The fact that customer service is so ingrained in the company's DNA gives them a huge leg up when developing the best product to do that. Review collected by and hosted on G2.com. 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 track your company's computers, printers, etc., this probably wouldn't be your choice. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? For our company, Capacity addresses four primary areas of need. The first is the ability of our customers and employees to get answers to the questions that they need without needing to wait for a help desk to open (after hours) or to get back to them. Second, it keeps our help desk staff by not having to answer the same questions repeatedly, giving them more time to focus on inquiries that need their expertise. Third, we are able to leverage their Live Chat feature to connect our help desk employees with our customers so that they can resolve their needs in real-time instead of multiple emails going back and forth. Finally, we leverage Capacity's Workflow and Automation functionality to streamline our process and create a better customer and employee experience. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic JF Jessica F. Mid-Market (51-1000 emp.) 4/24/2023 "Innovative technology to support businesses on a daily basis!" 4/5 What do you like best about Capacity? Capacity is so customizable for any industry. The tools they offer are valuable, and they always developing new ways to support businesses. The support you get from the team and how they take the customers' input benefits both parties. Not only is the chatbot helpful, but adding in all the workflows, automation, integrations, etc. allowed us to automate so many manual processes we had. Review collected by and hosted on G2.com. What do you dislike about Capacity? The necessary steps it takes to set up Capacity requires dedicated time and effort by multiple parties on your team. It is not something that can be set up 'overnight,' but once done, it's awesome! It Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Capacity puts control into the end users' hands by allowing them to easily as a question and find answers on their own. It reduced the amount of manual emails management and leadership was getting as they were directed to Capacity for the user to find themselves. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic TH Trevor H. Mid-Market (51-1000 emp.) 4/11/2023 "Fast-evolving company that listens to its clients" 5/5 What do you like best about Capacity? I love the personal attention that our company receives from Capacity. Every issue or request that we raise is promptly addressed. I love the number of integrations Capacity has with other systems. The amount of progress that Capacity has made in the past year is just incredible. Keep it up! Review collected by and hosted on G2.com. What do you dislike about Capacity? Capacity's services are ever-evolving, and as such, there are features you might see in other (admittedly bloated) ticketing systems that are not yet available in Capacity. However, with the recent progress the company has made, its trajectory looks promising. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Capacity is helping us reduce repetitive, redundant communication between staff in our company, increasing efficiency and productivity. Capacity is also helping cut down on the number of tickets to our helpdesk system by empowering users to self-service. Lastly, it is also helping keep our teams organized and efficient by providing a sleek, quick, easy-to-use ticketing system. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic WH Wyatt H. VP of ITS Information Technology and Services Mid-Market (51-1000 emp.) 7/13/2023 "The answer to your Q&A search" 5/5 What do you like best about Capacity? The people are as good as the product, if not better! With amazing account executives, project managers, and ludicrously talented engineers, you're in good hands. With great listeners new features are added to their products constantly. Review collected by and hosted on G2.com. What do you dislike about Capacity? The helpdesk platform is the only thing I could dislike, everything else is rock solid. And in fairness the helpdesk functions are getting better every sprint. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Capacity has helped us centralize Q&A knowledge and build out robust chat bots to get the right answers out fast and kick unknowns over to the right people. It also embeds well in webpages for employees and people outside the company. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic AK Ashley K. Enterprise (\> 1000 emp.) 4/5/2023 "Capacity Review" 3.5/5 What do you like best about Capacity? So far, my favorite thing about Capacity is the ability to build a knowledge base. The knowledge base helps the requester get the answers they need immediately versus waiting on a live person for help. Review collected by and hosted on G2.com. What do you dislike about Capacity? Improvements are constantly being made, and it can do a lot, but the platform is a bit slow from what I was used to working with on my previous platform. I would love to have the option to see other users who may be viewing the same ticket. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Our Capacity Team has been the most helpful and attentive to all our questions, concerns, wants and needs. We give a list of things we need, and they prioritize them for us as needed. Right now, they are working on the option to merge a duplicate ticket, the ability to see other users viewing tickets, defaulting the ticket type to Question, auto assigning chats, and chat transcripts. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic AW Ali W. Small-Business (50 or fewer emp.) 4/3/2023 "Great helpdesk and bot" 5/5 What do you like best about Capacity? My favorite thing is having all the client communication in one place. I was previously managing several inboxes and a separate live chat. I'm now generally spending less time on inbound messages and prospect questions, and in some cases, prospects get their questions answered before they even get to me. We are also a big fan of the chat bot; it looks great and is easy to update. Review collected by and hosted on G2.com. 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 publishing little guides for me so it is making things easier. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? By answering questions immediately that would otherwise require me to answer, it saves me time, and I can work on other parts of the business. Plus, our website visitors get their questions answered immediately. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") EC Verified User in Computer Software Small-Business (50 or fewer emp.) 5/15/2023 "Solid product and the support team to match." 5/5 What do you like best 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 was straightforward. The platform's workflow tools and guided conversations are easy to use. Then plugging it into Slack changed the way our company works. It's wonderful to have the option to "ask Capacity" as a first stop to getting questions answered. Review collected by and hosted on G2.com. What do you dislike about Capacity? Initially, we found their messaging to be a little broad. The product can do so many things and solve so many different problems that it was difficult to see how it could help US. Things became much clearer once we engaged with their team and told them our needs. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Our support team is small. We needed to give our customers some self-service options, a knowledge base so they could find answers to their questions, and a better way to manage tickets than just using Salesforce alone. Review collected by and hosted on G2.com. 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