Compare Freshdesk and Capacity - Mar 2022

Shlomi Lavi

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Bottom Line: Which is Better - Freshdesk or Capacity?

Capacity is more expensive to implement (TCO) than Freshdesk, and Freshdesk is rated higher (94/100) than Capacity (82/100). Capacity offers users more features (14) than Freshdesk (10).

Looking for the right Help Desk solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

FRESHDESK INC. Vs. Capacity

FRESHDESK INC.: Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one.

Capacity: Capacity is a new kind of helpdesk, powered by artificial intelligence, that automates support for your customers and employees.

Who is more expensive? Freshdesk or Capacity?

The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for Freshdesk and Capacity.

Freshdesk price starts at $15 per agent/month , On a scale between 1 to 10 Freshdesk is rated 2, which is much lower than the average cost of Help Desk software. Capacity accurate pricing info is available upon request (they don't share it publicly), however , On a scale between 1 to 10 Freshdesk is rated 2, which is much lower than the average cost of Help Desk software.

Bottom line: Capacity is more expensive than Freshdesk.

Which software includes more/better features?

We've compared Freshdesk Vs. Capacity based on some of the most important and required Help Desk features.

Freshdesk: Billing and Invoicing, Customer Survey, Email Integration, Knowledge Base/FAQ, LDAP/Active Directory Synchronization, Multi-Site Support, Rules/Workflows, Scheduling.

Capacity: Dashboard, Email integration, Workflow, Collaboration, Self Service Portal.

Target customer size

Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support. and Capacity's target customer size include: Small, medium and large size businesses.