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.