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Live Chat & Chatbots · head to head

Capacity vs Freshservice

Capacity logo

Capacity

Live Chat & Chatbots

AI-powered customer service automation platform

From
On request
Rated
-
Full reviewWebsite
Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Capacity two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone; Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • They diverge on capability: Capacity covers AI chatbot, Freshservice covers Incident management.

Where they differ

Only the attributes on which Capacity and Freshservice actually diverge.

Attributes where Capacity and Freshservice differ
AttributeCapacityFreshservice
Starting priceOn request$19/month
PlatformsWeb, Mobile, Chat widgets, APIWeb, Ios, Android
CategoryLive Chat & ChatbotsCustomer Support
Founded20162010

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Capacity

  • AI chatbot
  • Knowledge management
  • Multi-channel support
  • Analytics
  • Salesforce
  • Zendesk
  • ServiceNow
  • Mobile support

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Automation
  • Reporting
  • Microsoft Teams
  • AWS

Both cover

  • Slack
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Capacity

  • Knowledge base and helpdesk deflectionnot Freshservice
  • AI agents answering across chat, voice, email and SMSnot Freshservice
  • Real-time assistance for human agents on a callnot Freshservice
  • Automating multi-step support workflowsnot Freshservice
  • Regulated support environments needing the HIPAA packagenot Freshservice

Freshservice

  • IT service management and internal help desk ticketingnot Capacity
  • Asset management and change control for IT teamsnot Capacity

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Capacity

  • Two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • AI usage is metered by channel: per response on chat and email, per minute on voice and per message on SMS
  • Agent Assist and conversation intelligence are charged per hour of agent time on top
  • Live chat, agent assist and conversation intelligence require the Pro tier
  • The HIPAA package and advanced workflows are Enterprise only
  • No prices are published for any tier

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

Pricing, plan by plan

Capacity

On request
  • Starter$125/month
    • AI chatbot
    • Up to 50 articles
  • Professional$300/month
    • Unlimited articles
    • Advanced AI
  • Enterprise$undefined/month
    • Full customization
    • Dedicated support

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

Which should you pick?

Choose Capacity if

  • You need ai chatbot.
  • You work on Web, Mobile, Chat widgets, API.
  • You also want knowledge management.
Capacity review

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Questions people ask

Is Capacity or Freshservice better?
Neither clearly leads. Capacity starts at On request and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capacity or Freshservice?
Capacity starts at On request and Freshservice at $19/month.
Does Capacity or Freshservice run on more platforms?
Capacity runs on Web, Mobile, Chat widgets, API. Freshservice runs on Web, Ios, Android.
What is Capacity best used for?
Capacity is most often used for knowledge base and helpdesk deflection, ai agents answering across chat, voice, email and sms, real-time assistance for human agents on a call, automating multi-step support workflows. Of those, knowledge base and helpdesk deflection and ai agents answering across chat, voice, email and sms are not what Freshservice is typically brought in for.
What can Capacity do that Freshservice cannot?
Capacity covers AI chatbot, Knowledge management, Multi-channel support, Analytics. Freshservice covers Incident management, Asset management, Change management, Knowledge base. Both handle Slack, Web support.
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