Twig vs Capacity
Capacity is built for internal IT and HR helpdesks. Twig is built for customer-facing support. Different products for different problems.
Capacity is an AI-powered internal helpdesk for IT and HR use cases. See how Twig compares for customer-facing support.
Full Feature Comparison
| Feature | Twig | Capacity |
|---|---|---|
| Autonomous AI Agents | ||
| Customer-Facing Support Use Case | Secondary | |
| Internal IT / HR Helpdesk Use Case | Secondary | |
| Published Pricing Rate Card | ||
| Setup Time | 30 minutes | Not publicly disclosed |
| Self-Evaluation & Quality Checks | ||
| Published Accuracy Methodology | ||
| 30+ Data Connectors | 250+ (different focus) | |
| Managed Onboarding by AI Specialists | ||
| Free Tier Available | ||
| SOC 2 Type II Certified | ||
| 7-Dimension Quality Scoring |
What switching from Capacity to Twig looks like
Connect your helpdesk
Twig plugs into Zendesk, Intercom, Freshdesk, and 30+ tools. No data migration needed.
AI Specialist configures your agent
Managed setup based on learnings from 30+ deployments. You don't lift a finger.
Tickets resolving autonomously
Quality checks ensure accuracy from day one. Your team focuses on complex issues.
Capacity is typically deployed for internal helpdesks — customer-facing migrations require reconfiguration
Why Teams Choose Twig over Capacity
Purpose-built for customer-facing support, not internal knowledge management
Deep integrations with Zendesk / Salesforce / Intercom rather than general enterprise apps
Published 7-dimension accuracy methodology on every customer response
Transparent $5/ticket pricing vs seat-minimum enterprise contracts
Common Questions When Switching
Is $5/ticket really all-in?
Yes. $5/ticket includes managed onboarding by AI Specialists, quality checks on every answer, all 30+ integrations, and ongoing answer quality management. No hidden fees.
Can Twig handle our volume?
Absolutely. Our Enterprise tier supports 5,000+ tickets/month with volume discounts and dedicated AI Specialists. We handle 100,000+ tickets for customers today.
What about enterprise security requirements?
Twig is SOC 2 Type II certified with AES-256 encryption, PII screening, role-based access, SSO/SAML, and US/EU data residency options.
Will our existing helpdesk still work?
Yes. Twig integrates natively with Zendesk, Intercom, Freshdesk, HelpScout, and 30+ other tools. No migration required — Twig works alongside your current stack.
Start resolving tickets for $5 each
No minimums, no long contracts. Scale when you're ready.
