Helpdesk Software
Like Scissors For Your Handle Time.
Support your support team with the world’s
most powerful ticketing platform.
Why this matters
Slow resolutions frustrate customers. Repetitive questions drain your team. Sorting, responding to and escalating tickets on legacy helpdesks take too much time from your agents.
Get the highlights
Resolve tickets faster
AI-powered automations handle repetitive questions, escalate issues and keep workflows moving.
Lighten agent workload
Copilot drafts responses, Autopilot automates replies and knowledge grows with every ticket.
Stay organized at scale
Kanban tracking, shared views and SLA management keep teams aligned and customers happy.
Capacity in numbers
19K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore the features
Knowledge Base
Never answer the same question twice
Create new knowledge
As you respond to a ticket, the AI stores the answer for next time.
Map to existing knowledge
Is this response related to existing knowledge? Map it and it will be associated going forward.
Virtual agent handles the next inquiry
The next time someone asks a similar question, the Virtual Agent handles it.
Copilot & Autopilot
Inbox, meet zero
Pick your tone
Choose from concise, empathetic, enthusiastic, friendly, informative or professional.
AI writes the draft
Since Capacity knows your knowledge base, it drafts the answer for you.
You approve
Like what you see? Send away. Need to make a tweak? Our editor makes it easy to convey what you want.
Go Autopilot
After running in Copilot mode for a while, switch to Autopilot mode where Capacity responds automatically to each ticket.
Kanban
Never guess the status of tickets
Custom swimlanes
Not every project has the same flow. Set up custom swimlanes to designate the statuses of your project.
Drag and drop
Move a ticket to the next phase with our simple drag and drop.
Quick peek
Want to view more details on a ticket? Click the card to take a quick peek.
Filters
Cut through the noise
Pinned views
Have a favorite way of viewing your inbox? Pin it for later.
Shared filters
Share the most important views with your team. Because sharing is caring.
Watchers
Watch tickets, so you can stay up to date.
Automations
Be the first to know
When something happens…
- Get notified when a ticket is created on Slack, Teams, Email or within the Capacity Console
- Any updates can kick off a notification, workflow or email
- New comment? Automations can kick off as soon as the customer replies
When something hasn’t happened…
- Taking too long to get back with the customer? Nudge the assignee or that person’s manager
- If something breaches, get notified right away
SLAs
Keep your commitments to your customers
Track by project
Different projects can have different SLAs. Or club them up if they share similar commitments.
Track By priority
Everything isn’t a fire. Track SLAs based on the priority of the ticket.
Track by type
- Assignment: time to get the ticket assigned to an agent
- First response: time to get the first response back to the customer
- Correspondence: time to respond to customer’s recent inquiry
- Resolution: time to resolve the issue
Actions
Less drama, more action
Launch a Workflow
If a ticket starts a process, use a Workflow to jumpstart it.
Link tickets
Link tickets together for parent child, blockers and other relations.
Merge tickets
Combine similar tickets together. Use AI to help as well.
Custom Fields
Details matter
All the types
Support for Text, Dates, Dropdowns, Booleans and more.
Required fields
Don’t start a ticket or resolve a ticket without the key details addressed.
Dependent fields
Have an office location that’s dependent on a region? Dependent custom fields let you create a hierarchy of information.
Mobile App
Answer tickets on the go
- Available in the App Store (iOS) and Google Play (Android)
- Natively tied in with Capacity KB
- Concierge is available to answer your questions
History
A Delorean for your tickets
- Track every step that happens with a ticket
- View any handoffs along the way
- Make sure nothing was missed
Analytics
See what your A players are doing
Beautiful dashboards
See all the data you need around which projects are trending, who is solving tickets the fastest and which tickets are stuck.
CSV export
One click to export your data into CSV format.
API
Want to pull the Helpdesk data into your Tableau, Looker or PowerBI? Capacity’s API makes it easy.
Learn how a top tech company reduced Call Center costs by 50% using Capacity
Coach my agents
Index & search my data
Schedule better meetings
Deflect calls in my contact center
Accept payments
Launch a campaign
Add chat to my website
Integrate with my system of record
Frequently asked questions
Can your Helpdesk integrate to our internal systems?
Yes, we can integrate to your key systems through Capacity’s Dev Platform to pull data into Helpdesk or push Helpdesk data out.
How does the AI learn and improve over time?
Capacity’s AI analyzes the responses sent by your helpdesk agents. The AI proposes new knowledge to add, and agents can approve or decline those suggestions. As more knowledge is added over time, repeat questions will be answered before creating a ticket, ultimately driving you toward inbox zero.
Can it scale as our support needs grow?
Yes, with the help of role-based access controls, custom views and project-based kanban boards, your agents can navigate directly to the work that needs their attention.
Can the AI handle complex questions or only basic FAQs?
The AI can handle both simple FAQs and complex questions. It can also respond to emails where multiple questions are embedded.
Is there a limit to the number of data sources we can use for our knowledge base?
Nope. You can connect to Capacity’s Knowledge Base (our default tier includes 1TB of data storage) or you can connect through the Capacity Dev Platform.
Ready to elevate every conversation?
Find out how Capacity can help your team do their best work.