Groove Features

Groove

Support, Simplified.

4.52/5 (60 reviews)

Groove Feature Summary

  • Assign support requests to coworkers
  • Add private notes to tickets
  • Detailed performance tracking metrics
  • Team and ticket tracking
  • App Store for additional features
  • Personal, non-generic emails
  • Support history and detailed profile information
  • Optional Knowledge Base
  • Customizable Support Widget
  • Easy-to-create articles

Competitor Feature Comparison

API
Access Control
Activity Dashboard
Activity Tracking
Archiving & Retention
Assignment Management
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Benchmarking
CRM Integration
Call Recording
Call Routing
Call Tracking
Chat
Collaboration Tools
Configurable Workflow
Contact History
Contact Management
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
IVR / Voice Recognition
Instant Messaging
Labeling
Lead Assignment
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Prioritizing
Project Notes
Project Time Tracking
Real Time Monitoring
Real Time Updates
Reporting & Statistics
Request Assignment
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
SSL Security
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
WYSIWYG Editor
Widgets
Workflow Management
Learn moreCompare App
API
Access Control
Activity Dashboard
Activity Tracking
Archiving & Retention
Assignment Management
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Benchmarking
CRM Integration
Call Recording
Call Routing
Call Tracking
Chat
Collaboration Tools
Configurable Workflow
Contact History
Contact Management
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
IVR / Voice Recognition
Instant Messaging
Labeling
Lead Assignment
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Prioritizing
Project Notes
Project Time Tracking
Real Time Monitoring
Real Time Updates
Reporting & Statistics
Request Assignment
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
SSL Security
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
WYSIWYG Editor
Widgets
Workflow Management
Visit WebsiteCompare App
API
Access Control
Activity Dashboard
Activity Tracking
Archiving & Retention
Assignment Management
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Benchmarking
CRM Integration
Call Recording
Call Routing
Call Tracking
Chat
Collaboration Tools
Configurable Workflow
Contact History
Contact Management
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
IVR / Voice Recognition
Instant Messaging
Labeling
Lead Assignment
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Prioritizing
Project Notes
Project Time Tracking
Real Time Monitoring
Real Time Updates
Reporting & Statistics
Request Assignment
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
SSL Security
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
WYSIWYG Editor
Widgets
Workflow Management
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Groove Feature Reviews

25 reviewers had the following to say about Groove's features:

Brendon Brown

Verified Reviewer

Simplified ticketing for small teams

2018-07-16

Pros

Groove has some great features: Mailboxes (with assigned teams) with incoming email addresses for different topics, canned replies, tagging, assignment, email notifications. The interface is intuitive even for my veteran staff, and the Zapier integration is a bonus!

Cons

Groove lacks customizable embeddable web forms, so you are stuck with their big green "?"

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: GetApp
Helpful?   Yes   No
Read more
Ling Ling Lu

Groove keeps both the customer and the employee in mind

2017-04-20

Groove allows for internal notes, auto-fills in emails if you've emailed that specific individual before, allows for merging cases, alarms, different statuses, different mailboxes within the same interface, and much more.

Pros

* Multiple users able to be logged in at the same time * Notes feature * Merging ability * Customizable settings by user * Multiple mailboxes * Tracker * App integration * Friendly and very responsive support team (quick to fix bugs)

Cons

* It'd be nice if the Notes feature also had the rich text formatting options available (you can use them if you copy/paste though)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Groove

Explore what they have to offer, there's a lot that is very beneficial, especially for statistics.

Source: Capterra
Helpful?   Yes   No
Read more
Ash Keene

Longing for more features and better metrics

2018-01-11

It allows us to track some basic metrics and keeps things orderly.

Pros

Groove is easy to use and has a clean interface. It's quite simple to make additions to both canned responses and your knowledge base.

Cons

Agent collision happens regularly and there is no "play" button to automatically go from ticket to ticket.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
Read more
Robert Lise

Great way to handle day to day customer issues

2017-06-07

Pros

The ability to create different templates to use is a huge time-saver.

Cons

The edit field for emails is pretty wonky and can get frustrating if you like to write and then go back to edit.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Michael Clark

A service-ticket platform with loads of features!

2018-10-03

Groove lets us get feedback from our users when something isn't working and allows multiple people to work on a single issue with notes and actions tracked within the service.

Pros

The ability to track customer service tickets within our team, and get notified when a ticket is submitted via slack integration

Cons

Currently, Groove is meeting all of our needs as a ticketing platform,

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Chris Dunne

Decent helpdesk software

2019-01-14

Great tool overall. Improves our response time.

Pros

Good UI - clean, simple East to use Value for money

Cons

More integrations possibly needed.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Eric Greenspan

Groove Works, It's Easy to Use, and I LOVE IT!

2019-02-26

I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my favorite is capturing social media all in one place.

Pros

The integrations with Wordpress are really slick and the add on integrations with Slack and live chat support are just awesome.

Cons

Mobile can be a bit challenging but it's gotten better over time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Fraser Doig

Groove is nice and simple, but lacks one key feature

2018-08-17

Pros

- very easy to use, and makes resolving issues quick and painless - collaboration is simplified, and the ability to customize tickets is useful

Cons

Groove has it, but it is very limited in its functionality. there's no way of monitoring progress or tracking actions

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Read more
Andrew Schuermann

Helps keep prospects warm and up to date.

2020-04-07

Use it every single day, could not do my job without a tool like this. Support is very quick to address any challenges or issues I face.

Pros

Tracks my calls, emails, linkedin messages, texts even, and integrates back into my Salesforce and ZoomInfo accounts.

Cons

Could have better tracking functionality, linkedin for example would be great to be able to track engagements.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Elissa Bernstein

Simple ticket management & knowledge base

2018-05-04

Pros

It's easy for team members to assign/collaborate on tickets, leave notes for other agents or for their own internal reference, merge multiple tickets, tag tickets, etc. Customer service is very good -- they're quick to respond and very friendly.

Cons

Also, you need another email address or integration with something like Slack to be notified when you're tagged in a note.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Ashlie Pappas

Great Support Software - Especially if You Use Infusionsoft

2018-01-13

This is definitely a powerful and reliable helpdesk software!

Pros

It integrates with AccessAlly and Infusionsoft, is reliable, easy to set up and use, and has the ability to customize with your branding. It isn't very expensive and does what it is supposed to.

Cons

I'd like to see even more of an ability to customize the appearance of the widget and knowledge base.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Lo Marino

Great look, needs some work on search and reporting

2017-01-05

We initially chose Groove because we found it really easy to use, it didn't feel robotic and clunky from to our customers, you guys offered simple and easy tagging, and the promise of the added snooze feature. Those things have been great for us and I think has made our move to Groove a step above email.

Pros

Pretty, easy to get new people on and teach them how to use the basic functions, tagging is super easy

Cons

Search, snooze options are limiting and need to be available when I'm composing a message, reporting

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
David Hahn

Verified Reviewer

Inexpensive FAQ platform

2016-08-16

we use groovehq purely for managing our FAQ. it's very inexpensive to have a single-user account and handle the FAQ. most of our cs issues happen within our facebook fan page so we haven't used the CS component much.

Pros

ticket-based cs management easy to setup, inexpensive faq platform

Cons

does not have bulk mailing with templates

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

8/10

Recommendations to others considering Groove

if you're looking to have a inexpensive faq page on your site, this could help you save time & money

Source: GetApp
Helpful?   Yes   No
Read more
Josh Taylor

Useful and easy to use!

2018-04-30

It's been a great way to keep on top of problems that are being reported.

Pros

It's a great way to keep on top of issues reported by clients.

Cons

The user interface can be slow sometimes to use, but I think they are doing a refresh soon so hopefully that will solve it.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Piyush Patel

Verified Reviewer

The only helpdesk you need for your SaaS Business

2017-05-03

Pros

Widget to include knowledge base into the web app.They have good decent integrations like facebook, twitter, slack.

Cons

Layout customization could have been easier.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Read more
Jacki Giardina

Best Tool I use!

2018-05-17

Pros

Easy to navigate and organize messages, love the accuracy when dealing with customer and that it integrates to my Slack

Cons

Wish it was easier to toggle between assigned users, now it is difficult to respond then have to go back in to reassign.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anna Liebowitz

Love using Groove to take care of customer support tickets

2017-07-11

Efficient customer support platform

Pros

They have an awesome blog, it is very easy to use, you are able to merge tickets, has all features needed to provide efficient support.

Cons

It would be nice to hear of some new integration capabilities within Groove.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
David Kelly

Decent entry-level support system if you don't have much need for advanced features

2018-03-06

Good support system at a reasonable price for teams looking just for basic support features. You could use more advanced systems, like Zendesk, but it may be overkill for many teams.

Pros

Canned replies make it simple to send automatic replies to people.

Cons

The report is basic and sometimes inaccurate. The feature set is lacking when you grow to a 20+ person team.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 11-50 employees)

Helps keep support and sales on track

2018-09-19

We have been using groove to ensure timely communication with new clients and that check-ins with clients are performed at the correct intervals. For sales we use it to ensure that no one gets missed in the follow up process after demos or leading up to a demo.

Pros

I like the automatic reminders about what needs to be done each day.

Cons

There are some things that would be great if you could automate, like adding people into flows when specific actions happen. I have tried to make some of this work but ended up being more trouble than it was worth.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Consumer Goods company, 11-50 employees)

Nothing bad to say

2017-11-01

Pros

Their customer service is incredible (not surprising for a customer service software company), and made our integration very fast and easy.

Cons

We ended up leaving for a newer lower priced competitor based solely on price. Due to the difficulties however, I think it would have been better to stay with Groove despite the increased cost.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
Read more
Kate Murtaugh

Groove is very intuitive and makes it easy to answer a lot of tickets in not a lot of time.

2017-11-21

Pros

I love the canned responses, the integration with our help center, and the ability to merge tickets.

Cons

The "undo send" feature doesn't always work when I need it to.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Kirsten Parke

Fueled by Happiness Rating

2019-02-28

Pros

What I like most about Groove is the ability to integrate so many things into it.

Cons

This is a functionality that was replaced by a "Snooze" feature in Groove 2.0.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Groove Networks


Hi Kirsten,

we really appreciate your positive feedback. Thank you for sharing it! Regarding replacement of "pending" with "snooze", we know that it's not easy to get used to a change especially if you were using specific feature on a daily basis. We hope that, in a long-term, you will see the benefit of snooze which gives you more flexibility than pending. Did you get a chance to try the new "indefinite snooze" feature? When you snooze a conversation indefinitely, no re-open time is set, and it will stay snoozed until a user ¿unsnoozes¿ manually or changes the status back to open/close. It serves the same purpose as the "pending" status.

Read more
Anonymous
(Real Estate company, 11-50 employees)

The simplest and most effective support software to keep track and communicate with customers

2018-03-23

Pros

If you know how to use an email inbox then you know how to use Groove.

Cons

It does need a lot better reports to understand how well support issues are being handles.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Martin Boze

Verified Reviewer

The most easy to use and transparent support app

2015-09-17

After testing a dozen of different services in process, we instantly fell in love with Groove in just a few days of live usage – especially with the clean and modern interface and the knowledge base functionality.

Pros

- Clean and modern interface - Awesome knowledge base functionality - Great support and development team - Overall ease of use - Lots of integration possibilities - Best value for money

Cons

We've missed a few features from our previous system, such as a possibility to split tickets and a more functional rich text editor. However, the guys at Groove promised us they're planning to get this into one of the next releases :)

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
(Events Services company, 11-50 employees)

Great for customer support

2018-12-05

Groove helps us keep on top of our customers' needs and gives us lots of options as a support team.

Pros

Groove offers helpful stats and integrations and even has the option to house multiple knowledge bases through the same place.

Cons

The only thing I haven't liked is that the auto-refresh function didn't seem consistent so there were times when multiple people responded to the same ticket because they didn't see that it had been closed. This has probably been updated with their new Beta.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more