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Groove

4.2
(29)

Simple Ticketing and Knowledge Base Software for SaaS & eCommerce Businesses.

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Showing 29 GrooveHQ reviews
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GrooveHQ review by Paul S.
Paul S.
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Verified Current User
Review Source

"Simple to Set Up Customer Ticketing System with a Superior End User Experience"

What do you like best?

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.

What do you dislike?

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?

What business problems are you solving with the product? What benefits have you realized?

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

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GrooveHQ review by Gagandeep Singh S.
Gagandeep Singh S.
Validated Reviewer
Verified Current User
Review Source

"Great for Team Based Communications - But Wait"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

What Help Desk solution do you use?

Thanks for letting us know!
GrooveHQ review by Cameron K.
Cameron K.
Validated Reviewer
Verified Current User
Review Source

"Support Software isn't just for Support Agents."

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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!

GrooveHQ review by Ryan P.
Ryan P.
Validated Reviewer
Verified Current User
Review Source

"Amazing, Turnkey Support Structure for Growing Startups"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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

GrooveHQ review by Andrea C.
Andrea C.
Validated Reviewer
Review Source

"Very user friendly and committed to excellence"

What do you like best?

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.

What do you dislike?

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.

What business problems are you solving with the product? What benefits have you realized?

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.

GrooveHQ review by Administrator
Administrator
Validated Reviewer
Verified Current User
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"Simple, straightforward ticketing system"

What do you like best?

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.

What do you dislike?

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.)

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

GrooveHQ review by Bobby V.
Bobby V.
Validated Reviewer
Verified Current User
Review Source

"Great Helpdesk Software for a Small Customer Support Team"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

Manages our customer support queue and tickets.

GrooveHQ review by Lane E.
Lane E.
Validated Reviewer
Review Source

"Good if what you need is a simple email helpdesk"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

GrooveHQ review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Lightweight support that makes sense"

What do you like best?

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.

What do you dislike?

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.

What business problems are you solving with the product? What benefits have you realized?

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

GrooveHQ review by Matthew W.
Matthew W.
Validated Reviewer
Verified Current User
Review Source

"Awesome SaaS Product"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

GrooveHQ review by User in Human Resources
User in Human Resources
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Verified Current User
Review Source

"Find your customer service groove with GrooveHQ"

What do you like best?

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.

What do you dislike?

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!

Recommendations to others considering the product

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.

What business problems are you solving with the product? What benefits have you realized?

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.

GrooveHQ review by User in Non-Profit Organization Management
User in Non-Profit Organization Management
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Verified Current User
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"Decent for super small sized team, gets cluttered."

What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product

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!

What business problems are you solving with the product? What benefits have you realized?

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.

GrooveHQ review by User in Fund-Raising
User in Fund-Raising
Validated Reviewer
Verified Current User
Review Source

"Groove Review "

What do you like best?

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,

What do you dislike?

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.

Recommendations to others considering the product

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

What business problems are you solving with the product? What benefits have you realized?

Customer Service Tickets

GrooveHQ review by Josh T.
Josh T.
Validated Reviewer
Verified Current User
Review Source

"Useful and easy to use!"

What do you like best?

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.

What do you dislike?

The user interface can be slow sometimes to use.

Recommendations to others considering the product

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

What business problems are you solving with the product? What benefits have you realized?

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.

GrooveHQ review by Administrator in Financial Services
Administrator in Financial Services
Validated Reviewer
Verified Current User
Review Source

"Helpdesk webapp with great UI and strong API"

What do you like best?

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.

What do you dislike?

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.

What business problems are you solving with the product? What benefits have you realized?

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

GrooveHQ review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Decent for what it does, but not the best."

What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product

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

What business problems are you solving with the product? What benefits have you realized?

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.

GrooveHQ review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Good interface but free plan forever is a froud"

What do you like best?

It has a clean easy to understand interface.

What do you dislike?

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.

Recommendations to others considering the product

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

What business problems are you solving with the product? What benefits have you realized?

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.

GrooveHQ review by Administrator in Consumer Services
Administrator in Consumer Services
Validated Reviewer
Verified Current User
Review Source

"Groove Emails"

What do you like best?

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

What do you dislike?

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

What business problems are you solving with the product? What benefits have you realized?

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

GrooveHQ review by Mary G.
Mary G.
Validated Reviewer
Review Source

"Wonderfully easy support solution with all the advanced options needed. "

What do you like best?

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

What do you dislike?

Too much white space in responses back and forth.

Recommendations to others considering the product

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

What business problems are you solving with the product? What benefits have you realized?

Online support issues

GrooveHQ review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source

"Easy to use and more helpful than you'd think"

What do you like best?

My favorite feture is probably sending your availability to an external person and Groove connecting to your calendar

What do you dislike?

I am pretty new to Groove so there is nothing I can comment that I dislike so far

What business problems are you solving with the product? What benefits have you realized?

We are constantly working with candidates or vendors/customers who are external to our company. Groove makes it easy to send flows and as I already mentioned,, helps with scheduling meetings

GrooveHQ review by Administrator in Online Media
Administrator in Online Media
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Verified Current User
Review Source

"Easy to use, more organic than other ticketing systems"

What do you like best?

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.

What do you dislike?

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

What business problems are you solving with the product? What benefits have you realized?

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

GrooveHQ review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Excellent for Tracking Calls/Tickets"

What do you like best?

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

What do you dislike?

I have not found anything I really do not like.

What business problems are you solving with the product? What benefits have you realized?

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

GrooveHQ review by User in Computer Software
User in Computer Software
Validated Reviewer
Verified Current User
Review Source

"Easy to use, great support and excellent blog content. "

What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product

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).

What business problems are you solving with the product? What benefits have you realized?

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

GrooveHQ review by Consultant in Computer Software
Consultant in Computer Software
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Verified Current User
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"Simple, Sleek, Help Desk Software"

What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product

Just keep doing good work !

What business problems are you solving with the product? What benefits have you realized?

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

GrooveHQ review by Administrator in Information Services
Administrator in Information Services
Validated Reviewer
Review Source

"Good Sales Enablement Platform"

What do you like best?

Simple to integrate; clean interface; tight Gmail integration

What do you dislike?

Occassional formatting issues sending emails; would like to be able to add people to flow via CSV who are not already in Salesforce

What business problems are you solving with the product? What benefits have you realized?

Needed to improve SDR efficiency and help AEs grow pipeline; also help with CSMs reaching out as part of onboarding.

GrooveHQ review by Victoria K.
Victoria K.
Validated Reviewer
Review Source

"Wonder and simple"

What do you like best?

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

What do you dislike?

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

What business problems are you solving with the product? What benefits have you realized?

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!

GrooveHQ review by User in Management Consulting
User in Management Consulting
Validated Reviewer
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"Groove is an easy to use email platform"

What do you like best?

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

What do you dislike?

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

What business problems are you solving with the product? What benefits have you realized?

Great system for categorizing and prioritizing emails

GrooveHQ review by User in Consumer Goods
User in Consumer Goods
Validated Reviewer
Review Source

"All good until it wasn't "

What do you like best?

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

What do you dislike?

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

What business problems are you solving with the product? What benefits have you realized?

Easy to communicate with customers

GrooveHQ review by Administrator in Media Production
Administrator in Media Production
Validated Reviewer
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"Great organization for CS"

What do you like best?

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

What do you dislike?

The search function could use some further advancements

What business problems are you solving with the product? What benefits have you realized?

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

Kate from G2 Crowd

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