Groove Reviews

We appreciate the simplicity, the ease of setup, and the experience our customers have using Groove. Other services we've looked into may have decent functionality at a good price, but when we tested it from a customer's perspective, it didn't feel like a good solution. Other companies require too many steps. Groove is as easy as sending an email.

The product is beginning to age and they're slow to update. There are a lot of solution in this space now and I'm concerned that Groove is falling behind. That said, it's been rock solid. My biggest complaints are that there's no way to archive mail run through their mail server (you can use a remote mail account, which I recommend), and you have to purchase a license to be ad administrator. Sometimes companies need an admin who's not involved in the ticket process--why should they pay for a full license to be an admin?

Group communication with our clients. Groove ensures our customer queries get responded to in a timely manner with no customers falling through the cracks.

I love the simple layout that Groove has, the time to train a user to get on Groove is minimalist. I also like the fact that it is setup like an email client and you can create the first ticket for the consumer from here only.

Support is a big challenge, everything for the last 2 years that I hear for the team is - it will be done, it is being done. 2 Years back they promised an iOS Application - it is still not there, yes now it's mobile browser friendly - but it is nearly impossible to work on a mobile computer. The experience is missing.

I would seriously not recommend using Groove any more. They were really good 2 years back but they have lagged on improvement. Most of the promised features are not there, the price is higher and the founder stays busy writing blogs instead of focussing on customer challenges. Groove is good if you have ZERO Mobile workforce and everyone will use it from a Desktop computer - then they are really good, but if you think you will want to see tickets / data on the road while being mobile - the irritation of even getting to a single ticket is a pain. They also do not offer any backups, exports or any other data when you have to leave, so what you have there is lost.

We needed a central desk, that let us get customer issues and we could manage it. We were using several ticketing systems and liked the fact that the customer always saw an email and not a ticket number. WE were able to communicate well within our team and ensure that the customer had a great response.

Groove allows a clean, simple, and useful interface that ensures that our end users are heard, and their input is collected. The ability to assign team members to requests is very helpful, especially for client relationships as we often will have a support team member assign a ticket to a Program Success Manager as questions can be more relational than technical.

The only downside to Groove would be the subtle limitations we have experienced in incorporating it into our own product. This may be more from our end, but it would be great to have their product integrated with ours.

This is a great tool for growing and larger companies alike. You have the capacity to have more than one inbox account to manage multiple products, but get notifications for all of them to ensure you're managing your support requests appropriately.

Groove is helping us maintain a response time of under 24 hours for most every support request. It is so well designed that it has nearly eliminated the friction that can come from managing support issues!

We love the turnkey nature of the Groove platform. We're only using them for one of their capabilities currently - Knowledge Base - and it's still WAY worth the price.

Setting up the Knowledge base could be a little bit easier to do. It's not a poor experience, but some of the tasks are more complex (workflow-wise) than they should be.

We can't speak more highly of this tool. It would take us significant development/product resources to build out a self-service knowledge base (with half of the capabilities of Groove). Groove is a turnkey solution for us that allows us to focus on serving our users instead of building unnecessary custom tools.

We're using Groove as an outsourced Support system instead of building it from scratch.

The team at Groove is very intentional about their tool and very generous with their insights. The tool itself is very easy to use, has great features and a clean look. I love the different mail boxes, snooze feature, canned responses, ability to change customer for each ticket, merge tickets and many others. The analytics are great and it's very easy to keep good records.

The only thing I wish it did was refresh more frequently/automatically. Our team doesn't always see when a ticket has been updated before acting on it.

We have integrated this with Chatra so anything we miss in chat gets forwarded to Groove. It's a great system. It's also integrated with Gmail which is helpful for responded to tickets from our email if necessary. We have started using the snooze feature and change customer option to keep a schedule of tickets that generate automatically from our system but have to be visited more than once. Lots of great tools.

Groove was incredibly easy to use. Unlike some of the other software we tried, Groove wasn't bloated with dozens of features we'd never use. As a small/medium sized company, Groove's ticket inbox and Knowledge Base worked well. Multiple members of the support team were able to assign tickets, leave notes, change ticket status, etc. Plus, I love being able to merge tickets and see customer info on the sidebar. Makes it hard to go back to regular email.

I wish it was easier to customize the Knowledge Base, which wasn't the most beautiful in my opinion. Also, you aren't able to send an email from one Groove mailbox to another Groove mailbox. (You can move an existing ticket, but you can't create a new ticket from one mailbox to another.)

The free trial was very useful. Also, Groove's customer support is wonderful. They're very personal and quick to respond, which made us feel more safe using a company less established than another ticketing system.

A regular inbox was no longer working once our support team expanded. Groove allowed multiple support members to tackle the inbox at once without fear of double-emailing. It also improved intercommunication with the ability leave notes.

It's easy to assign tickets to various people, see the full thread and responses from customers, and it's simple to apply tags for future reporting.

It's very difficult to search for existing tickets based on the agent assigned or the tag that was applied to the ticket. Sometimes when you have a long thread with the same customer the interface can run slow. The Groove mobile app isn't very useful.

It's a great tool for small teams like ours (10 agents). It's very easy to use and very rarely experiences any issues. It's also quick to learn and get up and running, so there's a very small learning curve.

Manages our customer support queue and tickets.

The simplicity and ease of use. Groove definitely has this figured out. It's a great product if you need an email helpdesk management system. The organizational system was great as well.

Groove didn't have all of the features we needed. We needed a way for clients to view the current status of the tickets they had submitted.

If you need a simple email helpdesk system this would be the product for you. I think it would be good for handling orders and inquiries.

If you have a more complex needs of SLAs, reporting, and a need for customers to be able to review tickets they submitted then this product doesn't have all the features you're looking for.

We used this product for about 6 months internally to manage certain requests from different departments. It worked great, but just didn't have all the features we needed.

Multiple ways of interacting with the system (web-based desktop app, via email, Slack integration) makes sense for modern fast-paced SaaS support.

The ability to add private notes, manage a team, and maintain a knowledge base all help too.

It's quick and easy to merge tickets, which is incredibly useful when customers send a follow-up question. Support for their own product is fast and friendly; I have had responses direct from the founder himself on occasion which makes me feel like the product is really being looked after.

The interface is clean and sensible; maybe slightly dated in appearance, but it works.

Groove's development has been rather heavily focussed on their mobile app(s) recently, which I don't use, so I don't get the benefit from these. But I know that further development for their web-based desktop app is up next. The Knowledge Base feature has been a bit neglected recently too, but I know this is also getting some attention soon! Finally there is an annoying bug with the support widget in IE which has been pending for months; I'm told this will be resolved soon but am less hopeful on that one.

We can provide faster customer support, across a team, & track feedback on that support.

Okay, so I'd say we're pretty heavy users of Groove and we use it for a good number of things. First, it's obvious that they're doing something different with their product, they are definitely shaking things up when it comes to Help Desk software. We started out using Zendesk and after the nightmare that happened with them and their inability to provide consistent support we made the switch. I had heard about Alex and his Groove Startup Blog and had been reading it for sometime, once Zendesk started becoming more trouble than it was worth, I'm pretty sure we made the transition in a day. It was very very easy to setup. The workflow just made sense, compared to the insane amount of do-it-yourself setup you had to do with Zendesk. We also use Groove's API so that help tickets from our website go directly into Groove. We use their knowledge base for our application as well. For the few times we've needed support, their team knows what they're talking about. That's always refreshing.

The knowledge base does not support having your own Google Analytics code in the <head>. So while Groove allows you to see views on KB articles there is so much more data I want.

I would love to see a lot better reporting. You can get some basic stuff, but industry comparisons for reply times, period comparisons, etc. would all be welcomed additions.

Once in awhile you get a reply that contains all the previous replies in it, not sure what causes it, but it makes the thread very difficult to read.

If you don't have Help Desk software just make the switch. If you do have help desk software, well, you'll need to look at what integrations you currently use and all that, but I doubt there is better out there.

It just works. The pain of constantly dealing with Zendesk breaking is gone. We're free to work on our business instead of babysitting the help desk software.

Groove is easy to use, has a clean interface and makes communicating with customers quick and efficient. It allows you to give multiple users access, set up multiple inboxes and use features like tags, canned responses and automated actions to make your CS team's job that much easier.

Really, the only quick that I've run into is that the search function can be a little difficult to master and errors out at least once a week. Otherwise, not much to dislike!

Groove is a sleek, easy-to-use app that will bring your customer service game to the next level. You can use integrations and tags to create a really streamlined process.

Groove is used as our main form of customer support and communication. It's allowed us to reach a response time of less than 1 hour to most customer requests.

I like the email tracking, it's precise. Definitely one of the best things about it. It's very helpful and non intrusive how it's built. Plugins for GMail will show for people who have a sniffer.

No way to separate everything. Gets busy because no good flowing pipeline. It gets cluttered and call to actions for clients can get messy.

I really would love a bit more development into a pipeline outside of "Inbox", "Pending", and "Closed". Something like that anyways. It is also difficult to assign tasks to contacts such as follow ups. I forget if phone numbers were there too, but that'd be an awesome thing to have!

This acted as a short-term CRM for our business or help desk really. What I noticed is that it is great at finding out when people read the emails exactly. It also does a great job at putting responses straight to the top. I enjoyed those aspects. Also, it sometimes finds contact information (name, etc) so potential cold calls have some sort of start where I know the names I am reaching for.

Farely ease to use, having all the CS tickets in one place. I am currently testing the new Beta version that looks amazing so looking forward for the official launch,

At first, Groove seemed like a "cheap" product compared to other CRM's. It has quite a few interesting API integrations but not something over the top. Realy bad reporting but hopefully this will be improved once the new version comes out.

If you are a small company this is the right product. Do not expect a multitude of features, however.

Customer Service Tickets

It is good to keep track of all the support requests that we get in. It's a great way to keep on top of issues reported by clients.

The user interface can be slow sometimes to use.

Start of with a free trial then you can pay if you feel like you will get your money's worth.

We are helping to solve the issues that clients get when using their websites. It's been a great way to keep on top of problems that are being reported.

We use this help desk to mostly via their API. We have created some custom integrations using other tools we already use. It is very available and their support team is very responsive when any issues might come up.

Issues with eliminating previous replies when emails are responded to from certain clients. Previous messages are included in future responses. This is an issue that only happens with some of our customers but is very annoying when it does occur.

Improving out response time and ensure all our clients are getting their issues resolved.

I like that I can receive emails, assign them to team members, add notes and send emails all from one account. The canned replies are also a great feature.

Groove often does weird things like assign tickets back to you after you add notes that sometimes allows tickets to get lost in inboxes.

Make sure you shop around first and see if this product fits all of your needs. If it does, it'll be great.

We run all of our support through GrooveHQ. It's a really easy way to allow everyone on your team to collaborate to do this.

It has a clean easy to understand interface.

The "free plan forever" is just 30 days that's not forever and false advertisements. They proclaim to implament it in the early 2016 but has yet to lift a finger on the topic. As nothing has changed i suspect it to be a company of laying foxes.

Look for something else or pay up as the free forever plan is not forever even if they write it is it's not.

A support platform is required but not possible for those who don't have gold in there pockets as in new started companies. at least that is how grove sees us.

I like that you can assign and take responsibility for certain emails. I can see who opened and worked certain emails.

There is nothing that I can think of that I dont like about Groove.

We can have accountability on who works what emails and thats something we didnt have the ability to do before using Groove.

Groove makes it easy to login, check tickets, and quickly answer.

Too much white space in responses back and forth.

If you are considering using an online support tool for tickets only, try Groove, it's simple to use and has everything you need.

Online support issues

I love that the emails to clients look like the emails we would send directly, to give a more organic feel to the trouble ticket responses we are sending.

I wish there were better integrations with Slack (support for multiple channels) and Zapier (more triggers available).

This has helped us to streamline our trouble ticketing and make it easier to manage our growing client base.

I like the ability to track calls and tickets by customer.

I have not found anything I really do not like.

Groove allows us to track trends with system issues and common questions from customers.

Ease of use. Their support team is responsive and direct. The blog content is amazing. I would highly recommend this for a small or medium size business.

Nothing. This product is complete and great for small businesses.

Evaluate all the options available. Groove is excellent but some of the other systems I evaluated were very good as well. Where Groove stands out to me is the ease of use and the value provided by blog articles (good advice/training for support).

Case management. We are improving turnaround times and freeing ourselves from a cumbersome legacy support system.

Extremely light weight, no unwanted features, we got started in less than few hours, was quite intuitive for me to set it up myself.

nothing pretty much, copying this again and again because i need to write 40 characters minimum. nothing pretty much, copying this again and again because i need to write 40 characters minimum.

Just keep doing good work !

Helpdesk for my company / multiple departments. We ran software, finance help desk in GrooveHQ

It's very streamlined - simply and easy to use.

Not much, though I'd love if they added more to their reports!

Keeping track of tickets as our company grows - this is a great way to do that and get insight into the problems that our users are facing!

Easy to add folders and sub folders and sort by pending and new

Sometimes emails get lost if they are assigned to a person and category without its own folder

Great system for categorizing and prioritizing emails

The ease of connecting more than one email accounts under one groove account

Sometimes it messes up and starts sending emails to spam/junk folder. The chat with customer service takes ages too.

Easy to communicate with customers

Able to combine multiple tickets from same customers and keep things organized

The search function could use some further advancements

All customer support funnels through groove. Let's us delight customers with ease