Zendesk Suite vs Capacity

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from various app integrations.
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync....

Deployment

  • Cloud-based
  • On-premise

Support Options

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Capacity is an AI and knowledge management solution designed to help organizations automate operations related to customer help desks, project workflows, and data storage. With the drag-and-drop interface, users can organize information using folders, dialogues, and custom sharing rules.
Capacity is an AI and knowledge management solution designed to help organizations automate operations related to customer help desks, project...

Deployment

  • Cloud-based
  • On-premise

Support Options

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Starting from

US$55.00/month

  • Free Version
  • Free Trial
  • Subscription

Starting from

US$25,000.00/year

  • Free Version
  • Free Trial
  • Subscription

Overall rating

4.4 /5
(4,021)

Ease of Use

4.3/ 5

Features

4.4/ 5

Customer Service

4.3/ 5

Value for Money

4.2/ 5

Overall rating

4.5 /5
(14)

Ease of Use

4.3/ 5

Features

4.1/ 5

Customer Service

4.6/ 5

Value for Money

4.2/ 5

Total features 180

  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Attended Automation
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • Business Process Automation
  • Business Process Control
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Catalog Management
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Code-free Development
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contextual Guidance
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Social Profiles
  • Customer Support
  • Customizable Branding
  • Customizable Dashboard
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Storage Management
  • Data Visualization
  • Decision Support Software
  • Discussions/Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Developers
  • For Insurance Industry
  • For Sales Teams/Organizations
  • For Startups
  • For eCommerce
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Graphical Workflow Editor
  • Group Management
  • Health Score
  • Help Desk Management
  • IT Asset Management
  • IVR
  • Inbound Call Center
  • Incident Management
  • Integration into Third Party Applications
  • Intent Recognition
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Machine Learning
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Mobile App
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Natural Language Processing
  • Negative Feedback Management
  • No-Code
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Optical Character Recognition
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Pre-Configured Bot
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Process Builder
  • Process Change Tracking
  • Process Modeling & Designing
  • Process/Workflow Automation
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Project Workflow
  • Projections
  • Quality Assurance
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third-Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Unattended Automation
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Virtual Personal Assistant (VPA)
  • Visual Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Widgets
  • Win/Loss Analysis
  • Workflow Configuration
  • Workflow Management

Total features 99

  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Archiving & Retention
  • Asset Tracking
  • Assignment Management
  • Attended Automation
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Availability Management
  • Batch Communications
  • Blended Call Center
  • Business Process Automation
  • Business Process Control
  • CMDB
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Catalog Management
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Management
  • Client Portal
  • Code-free Development
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Management
  • Content Creation
  • Content Management
  • Contextual Guidance
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Social Profiles
  • Customer Support
  • Customizable Branding
  • Customizable Dashboard
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Storage Management
  • Data Visualization
  • Decision Support Software
  • Discussions/Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • For Developers
  • For Insurance Industry
  • For Sales Teams/Organizations
  • For Startups
  • For eCommerce
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Graphical Workflow Editor
  • Group Management
  • Health Score
  • Help Desk Management
  • IT Asset Management
  • IVR
  • Inbound Call Center
  • Incident Management
  • Integration into Third Party Applications
  • Intent Recognition
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Lead Management
  • Live Chat
  • Machine Learning
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Mobile App
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Natural Language Processing
  • Negative Feedback Management
  • No-Code
  • Offline Form
  • On-Demand Communications
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Optical Character Recognition
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Phone Key Input
  • Pre-Configured Bot
  • Predictive Analytics
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Process Builder
  • Process Change Tracking
  • Process Modeling & Designing
  • Process/Workflow Automation
  • Procurement Management
  • Progressive Dialer
  • Project Management
  • Project Workflow
  • Projections
  • Quality Assurance
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Revenue Management
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Sales Pipeline Management
  • Screen Sharing
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Sentiment Analysis
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Text to Speech
  • Third-Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Unattended Automation
  • Usage Tracking/Analytics
  • Video Support
  • Virtual Assistant
  • Virtual Personal Assistant (VPA)
  • Visual Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Web-based Deployment
  • Widgets
  • Win/Loss Analysis
  • Workflow Configuration
  • Workflow Management
  • 123FormBuilder
  • 3CLogic
  • AWeber
  • ActiveCampaign
  • Adobe Commerce
  • Agile CRM
  • Agile Central
  • Aha!
  • Aircall
  • Akita
  • Algolia
  • Ameyo
  • Asset Panda
  • Autotask PSA
  • Azuqua
  • Beanstalk
  • Bedrock Data
  • Benchmark Email
  • BigCommerce
  • Bird
  • Bitium
  • Bloomfire
  • Box
  • Breeze
  • Brushfire
  • Built.io Flow
  • Bullhorn ATS & CRM
  • CXone Mpower
  • Calendly
  • Callmaker
  • Capsule
  • ChargeDesk
  • ChargeOver
  • Chargebee
  • ChartMogul
  • CheckMarket
  • Cirrus Insight
  • Clearbit
  • ClicData
  • ClickDesk
  • ClickHelp
  • Close
  • CloudAgent
  • ConnectWise ScreenConnect
  • ConvertKit
  • Cornerstone
  • Crisp
  • Customer Thermometer
  • Cyclr
  • Cyfe
  • DataHero
  • Databox
  • Device42
  • Dialpad
  • Dropbox Business
  • Drupal
  • EZ Texting
  • EZOfficeInventory
  • Easy Insight
  • Elastic Enterprise Search
  • Emma by Marigold
  • Encompass
  • Five9
  • Flowlu
  • Formstack Forms
  • FreshBooks
  • Freshdesk
  • FullContact
  • Gainsight CS
  • Geckoboard
  • Genesys Cloud CX
  • Get Satisfaction
  • GetResponse
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • Google Drive
  • Google Maps
  • HappyFox Chat
  • Harvest
  • Helpjuice
  • Helpshift
  • Hexnode UEM
  • Higher Logic Thrive
  • Higher Logic Vanilla
  • Highrise
  • Hippo Video
  • Hootsuite
  • HubSpot CRM
  • HubSpot Marketing Hub
  • Hubstaff
  • Humanity
  • Igloo
  • Inbenta
  • Insperity OrgPlus
  • Instabug
  • Instagram
  • Intercom
  • Jira
  • Jitterbit
  • Joomla
  • Keap
  • Kixie PowerCall
  • Klaviyo
  • Kommo
  • Kudos
  • Lessonly
  • Litmos
  • LiveChat
  • LiveOps
  • LogMeIn Rescue
  • LoginRadius
  • Mailchimp
  • ManageEngine ADManager Plus
  • ManageEngine Endpoint Central
  • Marketo Sales Connect
  • MeisterTask
  • Membrain
  • Meta for Business
  • Microsoft 365
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft Viva Engage
  • Mixpanel
  • Moxo
  • MyFeelBack
  • Nextiva
  • Nicereply
  • Nutshell
  • Okta
  • Olark
  • OneDrive
  • OneLogin
  • Operations Hub
  • OpsGenie
  • OroCRM
  • Ottspotta
  • OutSystems
  • PagerDuty
  • PandaDoc
  • Paylocity
  • Pendo
  • Pipedrive
  • Pivotal Tracker
  • Planview PPM Pro
  • Playvox
  • Plecto
  • Podio
  • PrestaShop
  • ProProfs Knowledge Base
  • Procore
  • Productboard
  • Projector by BigTime
  • QuickBooks Online Advanced
  • Quip
  • Quiq
  • Redmine
  • SAP Business One
  • Sailthru by Marigold
  • SalesSeek
  • Salesforce Sales Cloud
  • ScreenSteps
  • Segment
  • ServiceNow
  • Serviceware Knowledge
  • Setmore
  • Sharpen
  • Shopify
  • Skilljar Customer Education
  • Skyvia
  • Slack
  • Slemma
  • Smartling
  • Smartlook
  • Smartsheet
  • SolarWinds Service Desk
  • Solve CRM
  • Spinify
  • SpiraTeam
  • Sprinklr
  • Sprout Social
  • SugarCRM
  • SupportSync
  • Surefire CRM
  • SurveyLab
  • TMetric
  • Talkdesk
  • TeamViewer Remote
  • Teamgate
  • Teamwork.com
  • Time Doctor
  • TimeCamp
  • TimeLog
  • Totango
  • Transifex
  • Tray.io
  • Trello
  • TriNet Zenefits
  • Truly
  • Trustpilot
  • Twilio
  • UKG Pro
  • Unanet CRM by Cosential
  • UserVoice
  • Userlike
  • Usersnap
  • ValueOps
  • Velaro
  • VeriShow
  • Vidyard
  • Vivocha
  • WHMCS
  • Wistia
  • WooCommerce
  • Woopra
  • WordPress
  • Workato
  • WorkflowMax
  • XCALLY
  • Yext
  • Yodiz
  • Yonyx
  • Yotpo
  • Zapier
  • Zen Cart
  • Zendesk Sell
  • Zendesk Suite
  • Zight (formerly CloudApp)
  • Zingtree
  • Zoho Analytics
  • Zoho Assist
  • Zoho Billing
  • Zoho Books
  • Zoho CRM
  • Zoho Inventory
  • Zoho Invoice
  • Zoom Workplace
  • ZoomInfo Sales
  • elevio
  • eyeson
  • iorad
  • kintone
  • miniOrange
  • xMatters
  • 123FormBuilder
  • 3CLogic
  • AWeber
  • ActiveCampaign
  • Adobe Commerce
  • Agile CRM
  • Agile Central
  • Aha!
  • Aircall
  • Akita
  • Algolia
  • Ameyo
  • Asset Panda
  • Autotask PSA
  • Azuqua
  • Beanstalk
  • Bedrock Data
  • Benchmark Email
  • BigCommerce
  • Bird
  • Bitium
  • Bloomfire
  • Box
  • Breeze
  • Brushfire
  • Built.io Flow
  • Bullhorn ATS & CRM
  • CXone Mpower
  • Calendly
  • Callmaker
  • Capsule
  • ChargeDesk
  • ChargeOver
  • Chargebee
  • ChartMogul
  • CheckMarket
  • Cirrus Insight
  • Clearbit
  • ClicData
  • ClickDesk
  • ClickHelp
  • Close
  • CloudAgent
  • ConnectWise ScreenConnect
  • ConvertKit
  • Cornerstone
  • Crisp
  • Customer Thermometer
  • Cyclr
  • Cyfe
  • DataHero
  • Databox
  • Device42
  • Dialpad
  • Dropbox Business
  • Drupal
  • EZ Texting
  • EZOfficeInventory
  • Easy Insight
  • Elastic Enterprise Search
  • Emma by Marigold
  • Encompass
  • Five9
  • Flowlu
  • Formstack Forms
  • FreshBooks
  • Freshdesk
  • FullContact
  • Gainsight CS
  • Geckoboard
  • Genesys Cloud CX
  • Get Satisfaction
  • GetResponse
  • Gmail
  • Google Analytics 360
  • Google Calendar
  • Google Drive
  • Google Maps
  • HappyFox Chat
  • Harvest
  • Helpjuice
  • Helpshift
  • Hexnode UEM
  • Higher Logic Thrive
  • Higher Logic Vanilla
  • Highrise
  • Hippo Video
  • Hootsuite
  • HubSpot CRM
  • HubSpot Marketing Hub
  • Hubstaff
  • Humanity
  • Igloo
  • Inbenta
  • Insperity OrgPlus
  • Instabug
  • Instagram
  • Intercom
  • Jira
  • Jitterbit
  • Joomla
  • Keap
  • Kixie PowerCall
  • Klaviyo
  • Kommo
  • Kudos
  • Lessonly
  • Litmos
  • LiveChat
  • LiveOps
  • LogMeIn Rescue
  • LoginRadius
  • Mailchimp
  • ManageEngine ADManager Plus
  • ManageEngine Endpoint Central
  • Marketo Sales Connect
  • MeisterTask
  • Membrain
  • Meta for Business
  • Microsoft 365
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft Viva Engage
  • Mixpanel
  • Moxo
  • MyFeelBack
  • Nextiva
  • Nicereply
  • Nutshell
  • Okta
  • Olark
  • OneDrive
  • OneLogin
  • Operations Hub
  • OpsGenie
  • OroCRM
  • Ottspotta
  • OutSystems
  • PagerDuty
  • PandaDoc
  • Paylocity
  • Pendo
  • Pipedrive
  • Pivotal Tracker
  • Planview PPM Pro
  • Playvox
  • Plecto
  • Podio
  • PrestaShop
  • ProProfs Knowledge Base
  • Procore
  • Productboard
  • Projector by BigTime
  • QuickBooks Online Advanced
  • Quip
  • Quiq
  • Redmine
  • SAP Business One
  • Sailthru by Marigold
  • SalesSeek
  • Salesforce Sales Cloud
  • ScreenSteps
  • Segment
  • ServiceNow
  • Serviceware Knowledge
  • Setmore
  • Sharpen
  • Shopify
  • Skilljar Customer Education
  • Skyvia
  • Slack
  • Slemma
  • Smartling
  • Smartlook
  • Smartsheet
  • SolarWinds Service Desk
  • Solve CRM
  • Spinify
  • SpiraTeam
  • Sprinklr
  • Sprout Social
  • SugarCRM
  • SupportSync
  • Surefire CRM
  • SurveyLab
  • TMetric
  • Talkdesk
  • TeamViewer Remote
  • Teamgate
  • Teamwork.com
  • Time Doctor
  • TimeCamp
  • TimeLog
  • Totango
  • Transifex
  • Tray.io
  • Trello
  • TriNet Zenefits
  • Truly
  • Trustpilot
  • Twilio
  • UKG Pro
  • Unanet CRM by Cosential
  • UserVoice
  • Userlike
  • Usersnap
  • ValueOps
  • Velaro
  • VeriShow
  • Vidyard
  • Vivocha
  • WHMCS
  • Wistia
  • WooCommerce
  • Woopra
  • WordPress
  • Workato
  • WorkflowMax
  • XCALLY
  • Yext
  • Yodiz
  • Yonyx
  • Yotpo
  • Zapier
  • Zen Cart
  • Zendesk Sell
  • Zendesk Suite
  • Zight (formerly CloudApp)
  • Zingtree
  • Zoho Analytics
  • Zoho Assist
  • Zoho Billing
  • Zoho Books
  • Zoho CRM
  • Zoho Inventory
  • Zoho Invoice
  • Zoom Workplace
  • ZoomInfo Sales
  • elevio
  • eyeson
  • iorad
  • kintone
  • miniOrange
  • xMatters