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Compare Freshdesk and Kapture CX 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (55.1% of reviews)
Entry-Level Pricing
$0.00 Per Month
Contact Us 1 Users Per Month
Freshdesk
Star Rating
(3,549)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing plansKapture CX
Star Rating
(260)4.5 out of 5
Market Segments
Mid-Market (55.1% of reviews)
Entry-Level Pricing
Contact Us 1 Users Per Month
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk offers a robust ticketing system with a score of 9.3, which is higher than Kapture CX's 8.9. Reviewers mention that Freshdesk's ticket creation user experience is intuitive, making it easier for agents to manage customer inquiries efficiently.
- Reviewers mention that Kapture CX excels in multi-channel coverage, scoring 9.5 compared to Freshdesk's 8.4. Users on G2 appreciate Kapture CX's ability to integrate various communication channels seamlessly, enhancing customer engagement.
- Users say that Kapture CX has a superior ease of use rating of 9.2, while Freshdesk scores 8.8. Reviewers highlight that Kapture CX's user interface is more streamlined, making it easier for new users to navigate and utilize its features effectively.
- G2 users report that Kapture CX's automation features, scoring 8.9, outperform Freshdesk's 8.6. Reviewers mention that Kapture CX's automation capabilities allow for more efficient workflows, reducing manual tasks and improving response times.
- Reviewers mention that Kapture CX's product direction is rated at 9.4, indicating a strong commitment to continuous improvement, while Freshdesk's score of 8.7 suggests room for growth. Users appreciate Kapture CX's proactive updates and feature enhancements based on user feedback.
- Users on G2 report that Kapture CX's quality of support is rated at 8.8, slightly higher than Freshdesk's 8.7. Reviewers mention that Kapture CX provides more personalized support options, which enhances the overall customer experience.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
Kapture CX
ENTERPRISE
Contact Us
1 Users Per Month
Includes all features in Professional, plus...
- Ticketing System
- Omnichannel - Text, Call, Email, Social Media, Kiosks, Mobile Apps, Website
- 1000+ API Integrations
Free Trial
Freshdesk
Free Trial is available
Kapture CX
No trial information availableRatings
Meets Requirements
8.6
3,118
9.0
208
Ease of Use
8.8
3,138
9.2
208
Ease of Setup
8.6
2,198
9.3
169
Ease of Admin
8.7
2,140
9.0
87
Quality of Support
8.7
3,018
8.9
207
Has the product been a good partner in doing business?
8.8
2,065
9.0
86
Product Direction (% positive)
8.7
3,094
9.4
187
Features by Category
Ticket and Case Management
8.9
2145
|
Verified
9.1
50
8.8
2155
|
Verified
9.0
51
8.5
2068
|
Verified
9.0
50
8.5
1961
|
Verified
8.9
50
8.3
1728
|
Verified
8.7
50
8.5
2015
|
Verified
9.0
49
8.7
1935
|
Verified
8.9
49
8.2
1300
|
Verified
9.1
48
Generative AI
7.3
274
8.4
34
7.4
272
8.8
34
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.6
1851
|
Verified
9.3
47
8.9
1998
|
Verified
8.9
47
8.4
1244
|
Verified
8.7
43
8.0
1127
|
Verified
8.8
47
8.0
874
|
Verified
8.8
44
Platform
8.1
1090
|
Verified
8.7
47
8.1
1596
|
Verified
9.1
71
8.6
1482
|
Verified
8.9
53
8.3
1078
|
Verified
8.7
54
8.0
1798
|
Verified
8.5
53
8.3
1896
|
Verified
8.8
50
Administration
Not enough data
8.9
24
Not enough data
9.0
21
Not enough data
8.7
21
Knowledge Management
Not enough data
9.2
22
Not enough data
9.4
20
Not enough data
8.7
21
Compliance
Not enough data
8.4
21
Not enough data
8.7
21
Not enough data
8.6
21
Not enough data
8.9
21
Customer Support
Not enough data
9.1
22
Not enough data
8.9
22
Not enough data
8.9
22
Data Security
Not enough data
8.5
21
Not enough data
9.1
20
Not enough data
9.0
19
Not enough data
8.8
19
Administration
Not enough data
9.0
22
Not enough data
8.8
22
Not enough data
9.1
23
Generative AI
Not enough data
8.9
16
Channels
8.3
323
9.6
49
7.9
305
9.2
48
7.4
296
8.8
49
Design
8.2
300
9.1
48
7.8
306
8.8
50
8.2
327
9.2
50
8.3
313
9.0
49
8.4
304
9.0
48
Generative AI
7.7
238
7.9
16
7.7
238
7.6
16
Usability
8.7
241
8.8
54
8.7
238
8.8
53
8.8
233
9.1
54
Reporting
8.6
227
8.8
55
8.5
223
8.5
54
8.6
234
9.0
55
Generative AI
7.6
163
6.9
19
7.6
163
7.8
19
Responses
Not enough data
9.4
24
Not enough data
9.3
24
Not enough data
9.3
24
Not enough data
9.4
24
Not enough data
9.3
24
Platform
Not enough data
9.0
24
Not enough data
9.2
24
Not enough data
8.8
24
Not enough data
8.9
24
Not enough data
8.9
25
Not enough data
9.1
25
Not enough data
9.4
24
Generative AI
Not enough data
8.8
7
Not enough data
7.5
6
Conversational Platform
8.3
400
8.7
31
8.3
346
8.5
31
8.3
340
8.5
31
8.4
276
8.6
31
Support Automation
8.4
357
8.4
30
8.4
377
8.8
31
8.2
341
8.5
31
8.2
281
8.7
31
Generative AI
7.5
180
8.7
14
7.5
177
8.1
13
Data
Not enough data
9.0
10
Not enough data
8.7
10
Interaction
Not enough data
8.3
10
Not enough data
9.0
10
Not enough data
9.0
10
Not enough data
8.8
10
Not enough data
8.9
9
Learning
Not enough data
8.8
10
Not enough data
8.8
10
Content Generation
Not enough data
9.0
10
Not enough data
8.8
10
System
Not enough data
9.0
10
Not enough data
9.0
10
Not enough data
8.7
10
Not enough data
9.2
10
Agentic AI - AI Chatbots
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.7
97
Not enough data
7.8
96
Not enough data
7.4
95
Not enough data
Communication
8.8
559
|
Verified
9.9
23
8.7
576
|
Verified
9.9
23
8.7
471
|
Verified
9.8
23
8.5
175
9.4
23
8.1
179
9.8
21
Internal Use
8.1
1596
|
Verified
9.1
71
8.6
182
9.9
23
8.2
162
9.3
23
8.8
538
|
Verified
9.4
22
8.8
496
|
Verified
9.9
23
8.5
525
|
Verified
9.9
23
Generative AI
7.9
129
8.8
22
Self-Service Experience
8.7
943
8.8
35
8.6
897
8.7
34
8.3
672
8.9
32
8.2
226
8.5
32
8.4
241
8.9
33
Self-Service Platform
8.5
238
8.7
33
8.6
243
8.9
31
7.9
204
8.7
31
8.5
221
8.6
29
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
8.2
69
9.0(won by 0.8)
29
8.0
69
9.0(won by 1.0)
29
Process
8.6(won by default)
147
Feature Not Available
9.3(won by 0.4)
467
8.9
39
8.6
359
8.9(won by 0.3)
38
Channels
9.2(won by 0.2)
462
9.0
39
8.8
402
9.0(won by 0.2)
40
8.8(won by 0.3)
363
8.5
36
8.6
325
8.9(won by 0.3)
35
Feature Not Available
9.2(won by default)
37
Insight
8.7
366
8.8(won by 0.1)
38
8.7
155
8.9(won by 0.2)
39
8.7(tied score)
359
8.7(tied score)
35
9.1(won by 0.1)
431
9.0
38
Generative AI
7.7
74
Not enough data
7.7
74
Not enough data
Generative AI
Not enough data
7.2
9
Not enough data
7.8
9
Before the Job
Not enough data
7.8
16
Not enough data
8.5
12
Not enough data
8.5
16
Not enough data
8.6
17
On the Job
Not enough data
9.3
14
Not enough data
7.9
16
Not enough data
9.0
12
Not enough data
8.2
14
Not enough data
8.8
15
After the Job
Not enough data
8.9
17
Not enough data
8.7
15
Not enough data
9.1
11
Not enough data
8.9
12
Agentic AI - Field Service Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Kapture CX are categorized as Digital Customer Service Platforms, Conversational Support, Complaint Management, Customer Communications Management, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and AI Customer Support Agents
Unique Categories
Freshdesk is categorized as Shared Inbox
Kapture CX is categorized as Contact Center Knowledge Base, Chatbots, Field Service Management, and AI Chatbots
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Kapture CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.1%
Computer Software
12.7%
Internet
4.2%
Financial Services
4.0%
Education Management
3.6%
Other
58.3%
Consumer Services
12.0%
Health, Wellness and Fitness
9.8%
Pharmaceuticals
8.4%
Financial Services
6.7%
Consumer Goods
5.3%
Other
57.8%
Most Helpful Reviews
Freshdesk
Most Helpful Favorable Review
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Most Helpful Critical Review
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Kapture CX
Most Helpful Favorable Review
Verified User in Consumer Services
Easy to use, Good implementation, Intergration is supportive, useful to resolve customer support queries.
Most Helpful Critical Review
anshu u.
Verified User in Package/Freight Delivery
most of the time bug issues facing - lagging and many ticket reflecting not able to mark as junk file - as some ticket showing multiple time
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Verified User in Consumer Services
Easy to use, Good implementation, Intergration is supportive, useful to resolve customer support queries.
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
anshu u.
Verified User in Package/Freight Delivery
most of the time bug issues facing - lagging and many ticket reflecting not able to mark as junk file - as some ticket showing multiple time
Alternatives
Discussions
What is Freshdesk used for?
4 comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
Freshdesk is primarily a customer support software, but it can be integrated with CRM systems to enhance customer relationship management.
3 comments
DD
CertainlyRead more
What is CRM and its functions?
3 comments
PC
CRM stands for Customer Relationship Management and is a software system that helps business owners easily track all communications and nurture relationships...Read more
Can I customize my interface on this platform?
1 comment
KC
Hi Lowin,
Thanks for your query
You can configure and customize the platform but you cannot customize the User Interface.
Kapture is a CRM Platform on...Read more
Please make user interface bit attractive
1 comment
EN
It is a support used to highlight the attractive object, it can be makeup for a person, it can be a belt for a dog or something else that beautifies.Read more
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