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Customer Support · head to head

Kapture CX vs Scratchpad

Kapture CX logo

Kapture CX

Customer Support

Indian customer experience platform for high-volume contact centres in travel, BFSI and retail

From
On request
Free plan
No
Full reviewWebsite
Scratchpad logo

Scratchpad

CRM

Faster workspace over Salesforce for sales reps to update pipeline, take notes and manage deals

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Scratchpad has a free tier, so it costs nothing to try first.
  • Each has a real cost: Kapture CX nothing is published about price, and with three possible billing models a buyer cannot even estimate cost before entering a sales process.; Scratchpad scratchpad works with Salesforce and nothing else, with no HubSpot support, so it is off the shortlist entirely for any company on a different CRM regardless of how good the interface is.
  • They diverge on capability: Kapture CX covers Omnichannel ticketing, Scratchpad covers Spreadsheet pipeline views.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Kapture CX and Scratchpad actually diverge.

Attributes where Kapture CX and Scratchpad differ
AttributeKapture CXScratchpad
Starting priceOn requestFree
Pricing modelquotePer user per month
Free tierNoYes
PlatformsWeb, iOS, AndroidWeb, Chrome extension
CategoryCustomer SupportCRM

Identical on both: 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 Kapture CX

  • Omnichannel ticketing
  • Vertical configurations
  • AI deflection
  • Agent assist
  • Field service module
  • Knowledge base
  • Analytics
  • Multi-currency billing

Only in Scratchpad

  • Spreadsheet pipeline views
  • Call recorder and notetaker
  • AI field updates
  • Deal and account agent
  • Hygiene monitor
  • Notes linked to records
  • Custom prompts
  • Kanban and forecast views

What people use each for

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

Kapture CX

  • An airline or travel operator whose case volume triples during disruption and who does not want to licence peak-season agent seats all yearnot Scratchpad
  • A bank or insurer needing a support platform configured to regulated case types out of the box rather than built from a blank helpdesknot Scratchpad
  • A consumer durables brand tying warranty tickets to field engineer dispatch in the same systemnot Scratchpad
  • An Indian enterprise wanting local implementation support and rupee contracting rather than a US vendor and a dollar invoicenot Scratchpad

Scratchpad

  • A 60-rep Salesforce team whose forecast is unreliable because opportunity fields are updated once a week in a panic before the pipeline callnot Kapture CX
  • A rep who wants to update twenty opportunities in a grid rather than opening twenty Salesforce recordsnot Kapture CX
  • A sales manager wanting stale and incomplete pipeline records flagged automatically instead of chased by emailnot Kapture CX
  • A revenue operations lead trialling AI notetaking that writes back to CRM fields before committing budget, using the free tiernot Kapture CX

Where each one falls short

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

Kapture CX

  • Nothing is published about price, and with three possible billing models a buyer cannot even estimate cost before entering a sales process.
  • Interaction-based billing works against you as volume grows and can penalise the very seasonal spikes it is meant to smooth, so the contract needs a cap or a committed volume tier.
  • If AI deflection reduces the interactions you are billed for, the vendor is being paid less for a project succeeding, which is a misalignment worth writing into the agreement.
  • The integration and app ecosystem is much smaller than Zendesk or Freshdesk, so uncommon back-office systems mean custom API work rather than an existing connector.
  • Delivery, support and product knowledge are strongest in Indian business hours, which affects response times for European and American operations running around the clock.

Scratchpad

  • Scratchpad works with Salesforce and nothing else, with no HubSpot support, so it is off the shortlist entirely for any company on a different CRM regardless of how good the interface is.
  • AI credits are metered per user per month at 400 on Solo and 800 on Team, which means heavy notetaking use pushes teams towards Enterprise for capacity rather than for features.
  • There is no proper native mobile application, so representatives who wanted to update records from a car park between meetings are back in a mobile browser.
  • Sync with Salesforce and call processing can lag, and a pipeline view showing yesterday state during a forecast call undermines the exact meeting the tool was bought to improve.
  • It creates a second notes surface alongside native Salesforce notes, so organisations end up with deal history split across two places unless they explicitly ban one of them.

Pricing, plan by plan

Kapture CX

On request
  • Kapture CX$undefined/year
    • Agent-based, interaction-based or hybrid billing
    • Priced by product modules, user count, interaction volume and AI features
    • Annual and multi-year contracts

Scratchpad

Free
  • FreeFree
    • Workspace limited to 3 views
    • 10 hours a month of call recording and notetaking
    • AI field updates
  • Solo$19/month
    • Unlimited views with sheets and notes
    • Call recorder and notetaker
    • AI field updates
  • Team$49/month
    • Everything in Solo
    • 800 AI credits per user per month
    • Gong integration
  • Enterprise$undefined/month
    • Unlimited AI credits
    • White-glove agent services included
    • Enterprise security and administration

Which should you pick?

Choose Kapture CX if

  • You need omnichannel ticketing.
  • You work on Web, iOS, Android.
  • You also want vertical configurations.
Kapture CX review

Choose Scratchpad if

  • You need spreadsheet pipeline views.
  • You want to start without paying.
  • You work on Web, Chrome extension.
  • You also want call recorder and notetaker.
Scratchpad review

Questions people ask

Is Kapture CX or Scratchpad better?
Neither clearly leads. Kapture CX starts at On request and Scratchpad at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Kapture CX or Scratchpad?
Scratchpad has a free tier; the other does not. Paid plans start at On request for Kapture CX and Free for Scratchpad.
Does Kapture CX or Scratchpad run on more platforms?
Kapture CX runs on Web, iOS, Android. Scratchpad runs on Web, Chrome extension.
Can I use Scratchpad for free?
Yes. Scratchpad has a free tier, so you can try it without paying. Kapture CX starts at On request.
What is Kapture CX best used for?
Kapture CX is most often used for an airline or travel operator whose case volume triples during disruption and who does not want to licence peak-season agent seats all year, a bank or insurer needing a support platform configured to regulated case types out of the box rather than built from a blank helpdesk, a consumer durables brand tying warranty tickets to field engineer dispatch in the same system, an indian enterprise wanting local implementation support and rupee contracting rather than a us vendor and a dollar invoice. Of those, an airline or travel operator whose case volume triples during disruption and who does not want to licence peak-season agent seats all year and a bank or insurer needing a support platform configured to regulated case types out of the box rather than built from a blank helpdesk are not what Scratchpad is typically brought in for.
What can Kapture CX do that Scratchpad cannot?
Kapture CX covers Omnichannel ticketing, Vertical configurations, AI deflection, Agent assist. Scratchpad covers Spreadsheet pipeline views, Call recorder and notetaker, AI field updates, Deal and account agent.

Answered from the vendors’ own pages

Kapture CX: How is Kapture CX priced?

Agent-based, interaction-based or a hybrid of the two, quoted per customer by module, volume and AI features. No rates are published.

Scratchpad: Does Scratchpad work with HubSpot?

No. It is Salesforce-only.

Kapture CX: Can I be billed by interaction instead of by seat?

Yes, that is one of the stated models and it is the reason seasonal businesses look at Kapture, though it makes budgeting less predictable.

Scratchpad: Is the free plan usable in production?

Yes for an individual: full workspace with three views, 10 hours of recording and 100 AI credits a month. Teams outgrow it on views and credits.

Kapture CX: Does it include field service?

Yes, dispatch and job tracking are part of the platform, which suits warranty and installation work alongside contact centre support.

Scratchpad: Does it replace Salesforce licences?

No. Every user still needs their own Salesforce licence; Scratchpad is an interface on top.

Kapture CX: Is it a fit for a small support team?

Not really. It is sold as a configured enterprise deployment with an implementation phase, not a self-serve helpdesk you switch on this afternoon.

Scratchpad: What are AI credits spent on?

Notetaking, summarisation, field update suggestions and agent queries. Enterprise removes the cap.

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