We manage a few completely different projects so its great that they are all supported under the same account.
Groove's own customer support is also extremely friendly and responsive, and they're great at keeping you updated. I especially enjoy reading the articles from their blog.
The ability to label tickets and then be able to categorize them and efficiently reference them is a bit imperative. Overall, pleased with the ease of use of the app, and overall interface.
I need to be able to see the messages themselves, which leads me back to the search function, and because the tags don't translate back into Gmail I'm stuck with the search available.
Searching for closed requests can be difficult, especially when searching for a particular issue.
We were using Slack to communicate about support requests and project management, but it became difficult as more requests and projects were taking place.