--- 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) CH Carla H. Small-Business (50 or fewer emp.) 4/14/2023 "Just starting with Capacity" 5/5 What do you like best about Capacity? I haven't launched a chat bot yet, but I got the helpdesk set up in under an hour. I configured a few settings, then routed my support address to Capacity, which allowed me to start answering tickets. It has been so much easier to customize than the service desk I had at my prior company. Review collected by and hosted on G2.com. What do you dislike about Capacity? Our company is very focused on leveraging AI in every way we can, so I hope Capacity will soon use AI in all parts of the platform soon. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Capacity is a better tool to use than my email inbox to answer customer questions. I also use it a bit for project management since it has a kanban feature in the helpdesk. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic SR Stephanie R. Small-Business (50 or fewer emp.) 4/7/2023 "Finally found our Support Solution" 5/5 What do you like best about Capacity? Capacity was quick and easy to set-up! The transition from our previous support solution was seamless. Capacity's software has brought consistency and efficiency to our Whisp Support Team. Review collected by and hosted on G2.com. What do you dislike about Capacity? To be honest, there isn't anything we dislike. Our feedback to the Capacity team regarding things we'd like to see is either welcomed and addressed or already part of their roadmap. We are excited to see what is to come! Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Capacity has allowed us to streamline our support and maintain consistency with our assistance. We can quickly build our knowledge base and update important information in a matter of seconds. We connect with our clients and promptly give them the answers they need. Capacity makes Customer Support easier than ever before! Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic BB Brett B. Mid-Market (51-1000 emp.) 4/17/2023 "Keep support teams focused on solving problems, not repetitively answering simple questions" 5/5 What do you like best about Capacity? The account/support teams at Capacity actually help ensure you are getting the most out of the platform. The product team at Capacity works quickly to respond to customer input and requests. The ability to add knowledge to the chatbot directly from the support agent's help desk screen makes it easy to deflect similar issues going forward. Review collected by and hosted on G2.com. What do you dislike about Capacity? Nothing from a product standpoint - any features that our team felt were missing have been addressed by the product team in our time working on the Capacity platform. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Using the Capacity platform allows us to make our support resources go further now that we have trained the chatbot with enough knowledge to deflect common questions and requests. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic MH Melissa H. Mid-Market (51-1000 emp.) 4/19/2023 "Easy Efficiency" 5/5 What do you like best about Capacity? Our knowledge base will become the first stop for all information. I love the flexibility and customization that each department can add. It is a fantastic way to distribute information as quickly as needed. Capacity has made this an easy transition, walking us through each step! Review collected by and hosted on G2.com. What do you dislike about Capacity? It can be initially time-consuming to upload all the data and ensure consistency. There is no easy way to move items between folders after uploading, causing the user to delete and re-add information. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Capacity is a great way to stay consistent without a large organization with many branches and employees. It is also a fabulous way to distribute correct information to members as requested. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Telecommunications](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Telecommunications") IT Verified User in Telecommunications Small-Business (50 or fewer emp.) 4/9/2023 "Automated Support" 5/5 What do you like best about Capacity? Our support team has transitioned from Salesforce Case to Capacity's helpdesk, and the overall experience has been much improved. Our support team is more efficient, and our customers are getting faster results. Salesforce Case was so cumbersome, hard to configure, and the simplest things were near impossible to figure out. For example, to reopen a case if a new reply came in, you have to build an entire workflow. We can move so much faster now, and we spend far less time on the administrative side. Review collected by and hosted on G2.com. What do you dislike about Capacity? The feature set isn't as robust as Salesforce, but the tradeoff is that it's easier to use and lets us move faster. Based on Capacity's roadmap, I think they are on the right path to closing any gaps. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Our support team switched from Salesforce Case to Capacity Helpdesk to make our support process easier to manage and improve the customer experience. An added bonus is that we got a chat bot for our website that was super easy to set up. Review collected by and hosted on G2.com. Show More 10/9/2024 Current UserValidated ReviewerSource: Organic ![Verified User in Legal Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Legal Services") AL Verified User in Legal Services Small-Business (50 or fewer emp.) 3/28/2023 "Easy to use chat bot" 5/5 What do you like best about Capacity? We've used several chat bots for our website over the years, and Capacity's chat bot is by far the best. It gives us the most flexibility to set up personalized, complex routing for prospects who interact with the bot. We've also gotten far more use out of the Helpdesk than we originally anticipated. We started routing all inbound communication to our firm into the helpdesk. We will start using some of the auto-routing rules the Capacity team showed up this week, which should reduce the time to manage our incoming requests. The support team is also great. They are knowledgeable, and you can tell they really enjoy helping their customers build within the platform. Review collected by and hosted on G2.com. What do you dislike about Capacity? The platform really can do a lot, so it took a bit more time to become comfortable with it than other simpler chat bots I've used before. Luckily the support team didn't mind my questions and helped me with some of the more advanced things I wanted to do. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? We wanted a chat bot on our website to help answer prospect questions to cut down on incoming call volume. Our firm's site is not as big as it should be, and we don't have a full-time website manager. We can offer site visitors more information with the chat bot without adding new pages to the site. We also needed a central place for incoming communication. We have started routing incoming emails, voicemails, texts, and website forms to the capacity helpdesk. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Food & Beverages](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Food & Beverages") UF Verified User in Food & Beverages Mid-Market (51-1000 emp.) 8/9/2023 "Nimble. Super-responsive." 5/5 What do you like best about Capacity? Customer-first approach. Focus on being light-weight and easy to use/setup. Focus on continous product improvement. Very open to trying new tech and new features. Review collected by and hosted on G2.com. What do you dislike about Capacity? A little on the expensive side for a small-mid sized company. It would be great if I could use the platform to build and trigger notifications - wihout needing to involve a development team. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Gaining momentum in encouraging customers to self-serve versus reaching out to a Customer Service agent every time. Dialoguing with customers with instant gratification in mind. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic RK Ryan K. Small-Business (50 or fewer emp.) 4/12/2023 "Thank you Capacity!" 5/5 What do you like best about Capacity? Capacity has streamlined external communication within our firm, which makes it much easier for us to handle. We also just got access to the AI tools within helpdesk, and it basically writes our responses for us. It cut the time to handle tickets by at least half if not more. Review collected by and hosted on G2.com. What do you dislike about Capacity? The reporting could be improved. I often wander between the extensive amount of reports trying to find what I need. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Capacity has provided a single place for our communication, and using the AI tools it has cut our time to respond to clients by half. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic HW Heather W. Enterprise (\> 1000 emp.) 4/5/2023 "A pleasant transition" 5/5 What do you like best about Capacity? I love the accessibility of the team at Capacity and their ability to make changes and updates to our system upon request without hesitation - it is AWESOME to work with such a helpful and proactive team! Review collected by and hosted on G2.com. 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 big thing. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Its making it easier to program in answers of frequently asked questions so we can cut down on the number of queries. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Consumer Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Consumer Services") UC Verified User in Consumer Services Enterprise (\> 1000 emp.) 5/2/2023 "Vital to success" 5/5 What do you like best about Capacity? Capacity has made my job so much easier and streamlined. Our company has multiple locations with varying information, which we have been able to compile in one place for our staff. Capacity has been vital to the success of our call center. We love that we can utilize the AI responses in the chat feature, which makes answering tickets and inquiries much faster. Review collected by and hosted on G2.com. What do you dislike about Capacity? We are still learning and getting to know Capacity, right now I don't have any suggestions. Review collected by and hosted on G2.com. What problems is Capacity solving and how is that benefiting you? Our company just opened a call center, and Capacity is helping compile all of the information from multiple locations and put it in one place for staff. This has been vital to the success of the call center. Review collected by and hosted on G2.com. 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