--- title: GrooveHQ Reviews meta_title: 'GrooveHQ Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 195 reviews by the users' company size, role or industry to find out how GrooveHQ works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 195 scale: '5' date_modified: '2026-06-24' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # GrooveHQ Reviews **Vendor:** GrooveHQ **Category:** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) **Average Rating:** 4.6/5.0 **Total Reviews:** 195 ## About GrooveHQ The refreshingly simple yet powerful alternative to Zendesk. Over 2,000 small businesses use Groove's help desk software to centralize and automate their customer support. ## GrooveHQ Pros & Cons **What users like:** - Users value the **responsive customer support** from GrooveHQ, enhancing collaboration and efficiency in managing queries. (2 reviews) - Users find the **automation features** of GrooveHQ essential for ensuring timely follow-ups and no missed opportunities. (1 reviews) - Users appreciate the **ease of use** of GrooveHQ, with efficient collaboration and responsive support enhancing their experience. (1 reviews) - Users find the **easy setup** process of GrooveHQ seamless, enhancing team collaboration and support efficiency. (1 reviews) - Users value the **efficiency** of GrooveHQ in managing support queries collaboratively and enhancing response times. (1 reviews) - Users appreciate the **efficient email management** of GrooveHQ, facilitating teamwork and reducing stress in handling support queries. (1 reviews) - Users appreciate the **user-friendly features** of GrooveHQ, finding it easy to track tickets and monitor agent performance. (1 reviews) - Flexibility (1 reviews) - Users value the **helpful reminders** and seamless collaboration features, enhancing their support efficiency and user experience. (1 reviews) - Integrations (1 reviews) **What users dislike:** - Users report **chat functionality issues** due to lack of selective forwarding, causing inconvenience and disjointed communication. (1 reviews) - Users struggle with the **all or nothing comment inclusion** in GrooveHQ, leading to difficulty in managing conversations effectively. (1 reviews) - Users face challenges with **email communication issues** due to lack of control over conversation visibility in GrooveHQ. (1 reviews) - Users often face challenges with **issue resolution** , as they can't selectively share conversation parts without using multiple platforms. (1 reviews) - Users find that **merging tickets is complicated** , making the support process less efficient and more challenging. (1 reviews) - Users find the **missing features** in GrooveHQ limiting, especially the inability to select parts of conversations to share. (1 reviews) - Software Bugs (1 reviews) - Users face challenges with **ticketing issues** like limited visibility of notes in emails and complex merging processes. (1 reviews) - Update Issues (1 reviews) ## GrooveHQ Reviews ### 1. Game-Changer for Team Transparency with Minor Glitches **Rating:** 4.0/5.0 stars **Reviewed by:** Katie F. | Vice President Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2026 **What do you like best about GrooveHQ?** I really like the transparency GrooveHQ has given our team. It lends a lot of accountability to all team members and ensures the clients get responded to quickly. We can also track the stats on how quickly clients are getting responded to and how quickly they're getting resolutions. It's been a real game changer for our company. Setting up inboxes is as easy as creating an email address, and it's really easy to add users and everything. **What do you dislike about GrooveHQ?** It's glitchy a lot. We'll sign in and it looks like we're responding to tickets, but they'll be open or they'll be out of order or it'll be really slow. **What problems is GrooveHQ solving and how is that benefiting you?** I use GrooveHQ as a shared email inbox for team transparency and accountability, enabling quick responses and coverage with transparent notes. It helps us track response times and resolutions, enhancing client interactions. ### 2. Never Miss a Beat with This Reliable Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Shannon F. | Director of Partnerships, Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2025 **What do you like best about GrooveHQ?** Nothing slips through the cracks - it's always reminding me to follow up **What do you dislike about GrooveHQ?** It very occasionally doesn't update but that is rare **What problems is GrooveHQ solving and how is that benefiting you?** It makes coming back from being OOO so much easier. It makes me feel caught up ### 3. GrooveHQ new user experience **Rating:** 4.0/5.0 stars **Reviewed by:** Tom J. | Support Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** September 25, 2024 **What do you like best about GrooveHQ?** 1. Mails to shared mailboxes can be categorised in various ways making it easy for multiple team members to manage support queries collaboratively, ensuring that customer queries are handled efficiently and that support staff are clear on ownership. 2.The flexible and configurable self-service support options provided by the Knowledge Base with its easy-to-build FAQs and guides, and seamless integration into our new IT system is a game changer for us 3. GrooveHQ's support team have been extremely responsive to all our setup queries, which along side their thorough and clearly presented help pages has made for a great user experience **What do you dislike about GrooveHQ?** I would like to be able to select which parts of a conversation to include in responses and 'forwards' to users. At the moment it's all or nothing. For some longer conversations involving input from various users, its not always appropriate for some recipients to see the full discussion. In these instances I revert to Outlook but then have a disjointed discussion across two platforms. **What problems is GrooveHQ solving and how is that benefiting you?** We are a multi-head support team receiving mails into various shared mailboxes. GrooveHQ provides an effective way of controlling and managing resources. It enables us to log calls, allocate agents and manage cases end-to-end. It also helps us to look at patterns and trends, plus define standard responses to regular issues. Secondly, its in-bult Knowledge Base means we don't need to build our own functionlaity, allowing us to focus on Knowledge Base content ### 4. A Solid Support Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Diana P. | Tech & Media Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2024 **What do you like best about GrooveHQ?** GrooveHQ has proven to be a valuable tool for customer support. The ticketing system is pretty intuitive and has optimized our workflow and significantly improved ticket management. The rules feature has been really helpful by automating repetitive tasks and allowing oursupport team to focus on more high-priority customer requests. I also want to highlight they're support team. Their responses have been invaluable in helping us in our use of the platform and troubleshooting all the issues that we have, and also helped us to customize widgets. Even though it's a great tool if you never used a Ticketing System before, there are some areas that can be improved. I think GrooveHQ has been a great solution for our customer support processes. **What do you dislike about GrooveHQ?** The areas where I think they can improve, are the rules feature, though has been a really good feature for our workflow, it can be improved by maybe adding some additional customization options. This way we're able to create more complex rule and improved our workflow even more. Also, I think the reporting feature can be better, I would love to see them add more flexibility to custimize the reports, to export it some way and share it with my team or my superiors. **What problems is GrooveHQ solving and how is that benefiting you?** We had a problem by responding to customer questions, our previous response time was 2+ weeks and even missed some emails. We found GrooveHQ and it was easy to setup, once it was done, our support ticket workflow improved, response time is now 1-3 business days. Also since we have different products, it has been really helpful having different inboxes in one place, see who already responded to an email, and which ticket is still waiting for a response, without having to check each email separately. The Knowledge base help us to gather all the repetitive questions and put it in one place, that reduced the amount of tickets asking the same question, and when we receive the same question, we can use a Reply Template, and send them to our Knowledge Base. ### 5. Groove helps us to improve our working process **Rating:** 5.0/5.0 stars **Reviewed by:** Jaap K. | Director, Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2024 **What do you like best about GrooveHQ?** We like groove because everybody in the team has acces to the shared mailbox, but only the tickets who needs attention. In compare with a shared mailbox, or shared e-mail adress where you have to read all e-mails, is in groove only visible what needs to be done. The groove team is continously improving the systems and in case of questions their support team is really helpfull. **What do you dislike about GrooveHQ?** Miss sometimes some functions you are used to have from your e-mail programm. However, it brings you to rethink your work progress, or in case it's really important you can contact Groove and they are always open to help you. **What problems is GrooveHQ solving and how is that benefiting you?** It helps us to have an overview of all communications with employees and clients and make it easy to assign communication or tasks to different departments or persons. ### 6. Great way to handle multiple email boxes. **Rating:** 3.5/5.0 stars **Reviewed by:** Carrie H. | Vendor and Board Relations, Small-Business (50 or fewer emp.) **Reviewed Date:** September 10, 2024 **What do you like best about GrooveHQ?** It is very helpful to be able to send and receive email messages through multiple email accounts. I use groove on a near daily basis. Switching over from Gmail to GrooveHQ was an easy implementation. I have not had to use customer support yet. We were able to easily integrate this into our daily routines. **What do you dislike about GrooveHQ?** I wish groove had an address book, one for each email associated and one that can be combined to use across all. **What problems is GrooveHQ solving and how is that benefiting you?** Groove has made it easier for teams to research past emails. ### 7. Great, simple to use help desk software **Rating:** 4.5/5.0 stars **Reviewed by:** François D. | Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 01, 2024 **What do you like best about GrooveHQ?** Groove was super easy to implement in our project. They have a bunch of prebuillt features that are easy to add or configure from their web interface. It was pain free to add and from our testing, looks fairly robust. Customer support is also super helpful and quick to respond. **What do you dislike about GrooveHQ?** There was a cosmetic feature lacking from their software but after a quick chat with their customer support, they added the feature we were missing within a week! **What problems is GrooveHQ solving and how is that benefiting you?** It helps us alleviate the load on our client's customer support team. From our early testing, the users are using it to answer FAQs rather than sending emails to the CS team and in case it's a personal support question, it helps them find our helpline even faster. ### 8. Very useful email provider **Rating:** 5.0/5.0 stars **Reviewed by:** Amy I. | Homeowner Support, Small-Business (50 or fewer emp.) **Reviewed Date:** September 10, 2024 **What do you like best about GrooveHQ?** I like the ease of use. If there is issue within the program the customer support is always really helpful, and are really responsive. **What do you dislike about GrooveHQ?** There isn't anything I dislike about Grove. It was an easy transition from Gmail. **What problems is GrooveHQ solving and how is that benefiting you?** To be able to see what my teammates have going on and to be able to jump right in and help if they are out of the office. ### 9. GrooveHQ simplifies our customer experience and consolidates our capabilities so we can be efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Brady B. M. | TEEX/ DHS Instructor - Enhanced Emergency Operations Training Center, Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2024 **What do you like best about GrooveHQ?** GrooveHQ allows us to provide a unified voice for customer support! **What do you dislike about GrooveHQ?** Merging tickets isn't as simple as I'd like. **What problems is GrooveHQ solving and how is that benefiting you?** This helps us to avoid collisions in responses. ### 10. Grove is user Friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Kelly M. | Board Support, Small-Business (50 or fewer emp.) **Reviewed Date:** September 10, 2024 **What do you like best about GrooveHQ?** I like that I can see if the end user has opened the email and the time. **What do you dislike about GrooveHQ?** The only thing I don't like is you can only reply to the last thread. **What problems is GrooveHQ solving and how is that benefiting you?** GrooveHQ is solving having to forward emails to each other within the office. The ablitiy to share in boxes is invaluable. ### 11. It's a place to answer customer emails **Rating:** 2.0/5.0 stars **Reviewed by:** Sarah C. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 31, 2024 **What do you like best about GrooveHQ?** Groove has made some improvements to their interface over the years that make the workflow less frustrating. I like that you can more easily leave notes and the My New and Open folder gives visibility to what you need to manage. Ticket assignment is also easy to use and change the delegation. Their customer support has greatly improved over the years, and I do think they are working to make positive changes. Hopefully, many of my pain points will be resolved in time. **What do you dislike about GrooveHQ?** Groove leaves a lot to be desired. Within the actual email app, this is what comes to mind: - the inability to filter tickets by date - lack of filter options - not being able to reverse a merged ticket - emails that are forwarded are still in the original thread, it becomes messy very quickly - when you close a ticket, it's moved to the date it was received. If you close something in error it can take forever to figure out what it was, it also doesn't show up at the top of recent updates. - Internal notes and CSAT replies can easily be missed Reporting: - The views they provide give a very basic look at what is happening in support - Nothing is customizable - Nothing can be extracted - Comments on CSAT don't show up in the reports, you have to go to each individual ticket and find it. **What problems is GrooveHQ solving and how is that benefiting you?** They are a place where all of our emails are funneled and we are able to then reply in one place. ### 12. Easy to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Emily M. | Homeowner Support, Small-Business (50 or fewer emp.) **Reviewed Date:** September 10, 2024 **What do you like best about GrooveHQ?** It is very convenient and easy to use! It makes handling work emails less stressful! **What do you dislike about GrooveHQ?** There honestly isn't anything that I dislike about Groove! **What problems is GrooveHQ solving and how is that benefiting you?** Being able to have multiple inboxes is an awesome tool to help separate emails. ### 13. My experience with groove has been great. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2024 **What do you like best about GrooveHQ?** I love the snooze feature and being able to see if my emails have been viewed. **What do you dislike about GrooveHQ?** I do not like that you can not add multiple people to one email unless you Cc them. **What problems is GrooveHQ solving and how is that benefiting you?** It benefits me because I am able to communicate with verification. ### 14. GrooveHQ is fantastic! **Rating:** 4.5/5.0 stars **Reviewed by:** Bryson S. | Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2024 **What do you like best about GrooveHQ?** The UI and ease of use with Groove is at an all time high. Additionally, any time I needed support, they were always more than happy to help and their repsonses were prompt. **What do you dislike about GrooveHQ?** Honestly, there are no real downsides to Groove for our use case. It fit our needs perfectly. **What problems is GrooveHQ solving and how is that benefiting you?** Helpdesk ticketing, is a great product for what is asked of it. ### 15. Love Groove! **Rating:** 5.0/5.0 stars **Reviewed by:** Lauren K. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 13, 2024 **What do you like best about GrooveHQ?** Groove has been a game changer for our Finance team! It has allowed us to successfully gain visibility into the various requests from our customers and is playing a huge role in team members being able to support each other more effectively! The Groove support team has been helpful when needed. Overall we would recommend this platform to other businesses. **What do you dislike about GrooveHQ?** Groove lacks the capacity to export the data analytics provided in the report’s dashboard. This would be SUPER beneficial going forward! **What problems is GrooveHQ solving and how is that benefiting you?** Visibility for team members to support each other while assisting customers, and providing back up when someone is out of the office. ### 16. Was already good, but now even better! **Rating:** 5.0/5.0 stars **Reviewed by:** Ema C. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 27, 2023 **What do you like best about GrooveHQ?** Since the recent updates and implementations have been added I find it very useful to have AI tools, especially for reading long reviews where more than one person is involded. Very useful also the opton to edit and reacts to notes. I am overall very happy about Groove, the support is always quick in replying to inquiry and always very friendly. I have attended also meetings with explaination of new updates. You guy rock on! **What do you dislike about GrooveHQ?** I can't think of anything I do not like atm about it **What problems is GrooveHQ solving and how is that benefiting you?** I use Groove everyday more than 4 hours a day. It is very handy to keep in one app all our communities emails enquiries ### 17. Best Ticketing System Ever!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Cedrick Z. | Help Desk, Small-Business (50 or fewer emp.) **Reviewed Date:** June 03, 2024 **What do you like best about GrooveHQ?** It is easy to use with a user friendly interface and easy to navigate around it. **What do you dislike about GrooveHQ?** n/a i am happy with the product just as it is. **What problems is GrooveHQ solving and how is that benefiting you?** All the customer tickets are centralized in one place. ### 18. A Game-Changer for Exceptional Service **Rating:** 5.0/5.0 stars **Reviewed by:** Kevan V. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 10, 2023 **What do you like best about GrooveHQ?** I have had the pleasure of working with the Groove software for the past few months, and I must say it has been a game-changer for our business. If you're looking for a solution to streamline your customer support operations and elevate your customer service, Groove is the way. First and foremost, the user-friendly interface of Groove makes it incredibly easy to navigate and use. Within a short amount of time, our support team was up and running, making it a seamless transition for our agents. Really easy integration. Training new team members has become a breeze, thanks to the intuitive design. The focus on the key support channels and keeping it simple is the key. But beyond the features and functionality, what truly makes Groove special is its exceptional customer support team. From implementation to ongoing support, their team has been there every step of the way. They are responsive, knowledgeable, and genuinely care about helping our business succeed. Highly recommend! **What do you dislike about GrooveHQ?** Nothing! They keep developing good features and we are excited for the future. **What problems is GrooveHQ solving and how is that benefiting you?** Streamlining our customer support channels into 1 platform. ### 19. Support software by people who excell at giving support ;-) **Rating:** 4.5/5.0 stars **Reviewed by:** Maxime C. | Co-founder & CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 23, 2024 **What do you like best about GrooveHQ?** If you judge support software by the quality of the way they offer you support , this is the right address. Also hardly any downtime since the day we started using Groove (december 2017!). And the whole product is frankly super easy to implement and get people onboarded on. **What do you dislike about GrooveHQ?** Their roadmap is quite full so some stuff on our wishlist can take time to get implemented but eventually it does ;-) **What problems is GrooveHQ solving and how is that benefiting you?** organising a thorough support team ### 20. Great service from support team **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 24, 2024 **What do you like best about GrooveHQ?** Groove has a comprehensive knowledge base and I recently had valuable support from the team there when dealing with a technical issue regarding routing from GMail. The help provided was expert and timely. During investigation work (on my end and theirs) they kept me informed and, once the issue was resolved, followed up to check that all was well. Overall I was very pleased with the quality of service. **What do you dislike about GrooveHQ?** I'd like Groove to suggest replies to tickets based on the contents of our knowledge base and/or give options for me to export the knowledge base. I'd like to be able to add tables and ToCs to knowledge base articles. **What problems is GrooveHQ solving and how is that benefiting you?** The knowledge base reduces the number of tickets we get. More time for my team to add value to customer experience in other ways e.g. training. ### 21. Awesome Ticketing System **Rating:** 5.0/5.0 stars **Reviewed by:** Terence M. | IT support, Small-Business (50 or fewer emp.) **Reviewed Date:** June 05, 2024 **What do you like best about GrooveHQ?** User friendly, easy tickets tracking and metrics for agents performance monitoring **What do you dislike about GrooveHQ?** So far i dont have any issues with Groove **What problems is GrooveHQ solving and how is that benefiting you?** All customer tickts are centralized in one place. ### 22. Better than the Rest **Rating:** 5.0/5.0 stars **Reviewed by:** Jamie N. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 05, 2024 **What do you like best about GrooveHQ?** * Simple to setup * Cost efficient * Amazing Team and Support * Easy to Integrate * Many features that are simple to add on and easy to understand **What do you dislike about GrooveHQ?** Absolutely nothing. Used for almost a decade I believe. **What problems is GrooveHQ solving and how is that benefiting you?** Allows multiple inboxes for different organisations / websites with different permission levels all under one roof Very simple, very easy to onboard new team members, very easy to understand / intuitive. Lightweight. Cannot reccomend highly enough. ### 23. Solid tool for team email collaboration and insanely fast responses to clients **Rating:** 5.0/5.0 stars **Reviewed by:** Branson H. | Podcast Producer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 01, 2023 **What do you like best about GrooveHQ?** My favorite thing about GrooveHQ is the way my whole team is able to collaborate and tackle emails and responses crazy quick because of the way the ticketing system works. Even if someone doesn't have the answer for a client's question they can acknowledge the question with a quick note to the client and then assign the ticket to a team member who can help. **What do you dislike about GrooveHQ?** The only thing I've ever experienced that has been a slight issue is that sometimes our emails have ended up in our client's spam folder. It's easily cleared up so it hasn't been that big of a deal. **What problems is GrooveHQ solving and how is that benefiting you?** One of the values we strive to uphold is a super quick response time to any inquiries. GrooveHQ helps us accomplish this goal and our performance and customer satisfaction has improved over the years. ### 24. Groove is a useful tool for capturing organising and assigning work tasks. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 04, 2024 **What do you like best about GrooveHQ?** The ability to auto assign tickets to a specfic agent or department **What do you dislike about GrooveHQ?** When a note is added to a ticket i cannot view the actual content of the note from my email. **What problems is GrooveHQ solving and how is that benefiting you?** Capturing and Tracking work tasks. ### 25. Mission critical to our support organization; huge efficiency gains over email **Rating:** 5.0/5.0 stars **Reviewed by:** Nick D. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 01, 2023 **What do you like best about GrooveHQ?** Groove was the first software platform we adopted at Keystone and has been critical in driving productivity for our support team and satisfaction for our customers. The product was simple, and we became fully adopted within a few hours of purchasing the product. Our response times have decreased significantly, and we no longer have overlapping resources on support tickets. We have grown our number of customers without adding to our support organization, while customer satisfaction has continued to increase. **What do you dislike about GrooveHQ?** While the platform is rock solid, we want tighter integration with our CRM system (we now use HubSpot). We can automatically create new contacts in our CRM directly from Groove as support emails come in. Still, it would benefit our team to see which customers are contacting support directly in our CRM system. Tighter integratoin will allow the account management to know when their accounts are getting help and let them follow up to ensure problems have been solved. **What problems is GrooveHQ solving and how is that benefiting you?** Groove has allowed us to shorten our response times and prevent support staff from overlapping on requests by allowing the assignment of support tickets. The platform has resulted in higher customer satisfaction and more robust retention rates. ### 26. Really simple to use and very user friendly **Rating:** 4.5/5.0 stars **Reviewed by:** James C. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2023 **What do you like best about GrooveHQ?** Easy to distribute tasks to relevant team members depending on the subject. The monitoring and reporting aspect is simple to use too. The layout is also very familiar, with the setup not being too dissimilar to a traditional email setup. **What do you dislike about GrooveHQ?** The reports can't be downloaded. We like to report on specific 'issues' categorised by subject (Tags). But this is all integrated into Groove, so generating a report and creating spreadsheets and graphs is a little more complicated, as you must manually input the data. Sometimes, I find creating Rules a little over-complicated, as you have to be quite specific, so these don't always work effectively (Perhaps more me than Groove). **What problems is GrooveHQ solving and how is that benefiting you?** GrooveHQ Allows us to tag all contacts, allowing us to identify both the good and bad aspects of our business model. With this we can then begin to address any shortfalls that we may have, and look to rectify these. ### 27. Groove has levelled up our Customer service!! **Rating:** 5.0/5.0 stars **Reviewed by:** Ollie Y. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2023 **What do you like best about GrooveHQ?** Since using Groove in our Customer service team, it has massively increased our productivity, and it is excellent to designate conversations to the correct sector with just two clicks! I have also to add that the monitoring aspects of the system are hugely valuable to our management to discover the different areas where we can make targeted improvements month to month. **What do you dislike about GrooveHQ?** There isn't much you can say negatively about it, but the only thing I can think of is the minor updates that adjust the position of buttons, so it takes a few moments to realise and learn what process to take next. Although saying that, it is great to see that they are actively looking to make improvements! **What problems is GrooveHQ solving and how is that benefiting you?** Groove is great at showing analytics, so we can adjust our methods accordingly, which massively increases productivity within our team and also be able to use one platform to share conversations, share notes, etc. ### 28. Easy to use interface, built a Knowledge Base in days! **Rating:** 4.5/5.0 stars **Reviewed by:** Lillian C. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2023 **What do you like best about GrooveHQ?** I found the Groove portal to be extremely user-friendly! Our team had been looking for support in building a Knowledge Base for months, and had explored multiple partners and systems, including Google Docs, Salesforce, and other partners. Groove had the easiest to understand user (both for the creator and partner) interface, capabilities such as search, categorization, tags, and more! I also found the Customer Support team at Groove to be fantastic, with human and fast response times to all of my questions! **What do you dislike about GrooveHQ?** Very minor - as a user who only needed the Knowledge Base capabilities, I found the billing options to be a bit confusing, particularly when it came to discounts that were applied on monthly v. annual subscriptions. With that said, a member of your customer support team was able to help out quickly, so that confusion was short-lived! **What problems is GrooveHQ solving and how is that benefiting you?** We are an ecommerce marketplace and work with a large number of sellers on how to onboard and sell successfully on the platform. Due to the scale of the business (and relatively small size of the business) it was imperative that we build out a tool that could help faciltiate a one-to-many support model. GrooveHQ allowed for us to build an easy-to-understand, well-organized Seller Knowledge Base that we now refer all of our clients to when they sign onto sell with us! It's the first stop in their onboarding, and often the resource we reference when they ask follow-up questions! ### 29. Unlimited and excellent KBs / Help Centers **Rating:** 5.0/5.0 stars **Reviewed by:** Drew H. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 28, 2023 **What do you like best about GrooveHQ?** Working with the Knowledgebases is very easy, and flexible. Groove's instructions and interfaces are intiutive. Easy to produce multiple KB's with thorough multimedia content very quickly. **What do you dislike about GrooveHQ?** In the report for all KB's, wish it were possible to see details of things like the "most searched terms" and "failed searches". As it is currently, we only get to see the values of these metrics, but we can't drill in to see which KB these metrics apply to, or, for instance, the date, client IP address, etc that the user interacted in this way with the KB. **What problems is GrooveHQ solving and how is that benefiting you?** When we get a question more than once from our user community, we write a KB article about it. We directly link to our various GrooveHQ KB's in our multi-branded customer portals, and we often will provide a direct link to a KB article if a user is looking for a "simple" answer that is already addressed in the KB. Point being, we try to get our clients into these KB's as much as possible. ### 30. Critical support tool for any business! **Rating:** 5.0/5.0 stars **Reviewed by:** Jeremy D. | Recruitment Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** July 10, 2023 **What do you like best about GrooveHQ?** GrooveHQ is a great tool for our business. It helps us to collaborate well and make sure that no email gets missed! We are able to track several metrics to make sure that we're answering emails quickly and providing satisfaction to our customers! I love this tool! **What do you dislike about GrooveHQ?** I can't think of anything that I dislike about GrooveHQ. Their team is responsive whenever we need help. We've never had a problem with Groove going down and causing us to lose emails or time replying to our customers. They are great! **What problems is GrooveHQ solving and how is that benefiting you?** Tracking metrics and collaboration. We moved from a Gmail inbox to Groove and it was a life changer. The ability to have multiple people in the inbox collaborating is great. We have many things that we track in Groove that is crucial to our business and it helps us to plan our staffing well! ### 31. Has time saving abilities that outlook and gmail don't **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew L. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2023 **What do you like best about GrooveHQ?** Groove allows us to be efficent with our inbox, it has been a big help at removing cluter and preventing spam and junk from entering the inbox. The smart folders, rules, and templetes allow us to create custom automation which has been a game changer. We've had a great experinces with their support staff. **What do you dislike about GrooveHQ?** There's a little bit of an on-boarding hump that we had to get over. Some of the coding specifics are not intuitive as they could be with different languages or better descriptions. Their knowledge base is a work in progress, so it is better to contact them. **What problems is GrooveHQ solving and how is that benefiting you?** It helps us with efficiency, removes a lot of junk we waste time with and helps us communicate with our customers quickly and consistently. I see more it can help us with in the future. ### 32. A very user friendly help desk perfect for start ups and small businesses (but not only) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2023 **What do you like best about GrooveHQ?** A very clean and lean user interface - it is simple to navigate, super convenient to jump between different functions, and the color coding is pleasant to look at. It has just enough functions to run non-tech customer support - for a shop, service, or even an app. Also, I liked how the team is accommodating and open to our feedback, Groove is always willing to improve and act on feature requests. Most of ours were actually honored at the time when we were already a customer! **What do you dislike about GrooveHQ?** Not much, but more granular reports (insights) would be of great help, e.g. would be lovely to see CSAT per tag - to see what makes our customers happy and unhappy the most. This would give us an opportunity to see which areas and topics need more attention and allow us to make better-informed decisions when tweaking the help center. **What problems is GrooveHQ solving and how is that benefiting you?** We can reply to all our users from one place, keep our conversations in line with our communication and PR strategy, and always have past complaints at our fingertips thanks to tagging and analyzing our customers' feedback in a transparent and clear way. This all brings our brand and product closer to our users, helps us better understand their wishes and aspirations, and cater to their needs better. ### 33. Groove HQ Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** August 16, 2023 **What do you like best about GrooveHQ?** 1. the notes function - really helpful for the team! 2. accessibility to emails by the whole team - easy to look up and assist a client if the person handling their query is unavailable 3. the templates are very helpful 4. the out of office setting for emails is easy to use - so quick to set your box to unassigned :-) **What do you dislike about GrooveHQ?** 1. I wish Groove had an auto complete for sentences as in Gmail - would speed things up alot 2. Searching for emails can sometimes be problematic - you have to be very specific when searching 3. You cannot edit an email you are forwarding - sometimes you need to be able to remove parts of an email you are wanting to send to a client, but Groove does not allow it so you have to start a whole new email.. **What problems is GrooveHQ solving and how is that benefiting you?** It has really streamlined our reservations department, so we are all much more efficient as a team! Nice to be able to see how our clients feel about our service as well with the ratings. ### 34. Easy to use tool for email customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Abe F. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2023 **What do you like best about GrooveHQ?** Groove makes it really easy to manage email customer support. It's easy to use and learn and has continuously gotten better in the time we've been using it. It's not overly complicated and it's easy to onboard new users. **What do you dislike about GrooveHQ?** Pricing is per user and isn't related to volume of use. So for a small/bootstrapping company with people working in customer support part time it ends up being expensive compared to how much the team is using it. **What problems is GrooveHQ solving and how is that benefiting you?** I run a small startup and most of our customer support comes through email. As a busy founder I really struggled to keep up with customer support emails, and constantly felt stressed about it. Groove made it possible to delegate email support, and greatly reduced the average time it takes us to respond to customer email. ### 35. Very simple and userfriendly yet very advanced **Rating:** 5.0/5.0 stars **Reviewed by:** Peer E. | IT Infrastructure Specialist, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 04, 2023 **What do you like best about GrooveHQ?** Support is very fast, when you need it. It's not very often yo do need it, as Groove is quite simple to use and setup. Lot's of great features and rapid development keeps new features coming. **What do you dislike about GrooveHQ?** Groove is a great service/app. Their mobile app could be better/more modern. Pricing is quite steep, but they do offer a very cheap subscription for startups who will get the first year almost for free. **What problems is GrooveHQ solving and how is that benefiting you?** Groove help us streamline our internal support for our entire organisation. We have one inbox for customer support, and another for internal IT Support. Groove works perfect for both purposes and do keep our contact inboxes nice and clean. It's a lot less streefull to start the day with a nice overview of ones tasks instead of a jammed inbox. ### 36. Good product, excellent service **Rating:** 4.0/5.0 stars **Reviewed by:** Micah W. | Small-Business (50 or fewer emp.) **Reviewed Date:** January 30, 2024 **What do you like best about GrooveHQ?** The support is remarkable and very swift. The app itself is very good as well. It was an easy move over as most things in Groove were logically placed, and I've only seen that improve over time. **What do you dislike about GrooveHQ?** I don't use functions past answering tickets, so the rest of the functionality is kind of lost on me. **What problems is GrooveHQ solving and how is that benefiting you?** Organizing and deseminating tickets to our workforce ### 37. GrooveHQ beats the competition! **Rating:** 5.0/5.0 stars **Reviewed by:** Joshua H. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2023 **What do you like best about GrooveHQ?** Streamlined dashboard that makes it easy to set up and manage multiple inboxes from one dashboard. Customizational aspects of the dashboard is great as well. I really like the fact that the platform is so quick to get up and running, operates nicely, and simple to use. We've managed over 10+ sites using GrooveHQ. We used features such as: 1. Inbox 2. Chat 3. Knowledgebase I really like to simple, yet powerful dashboard design and features. **What do you dislike about GrooveHQ?** I don't "dislike" anything about GrooveHQ, but what kind of review would this be if I wasn't at least critical on something that happened from time to time: I'm not sure if it's a GrooveHQ thing, or a Google workspace thing — but our emails (from time to time) would become disconnected and I would have to re-connect them to the dashboard for emails to continue to sync. Hasn't happened in about a year, though! **What problems is GrooveHQ solving and how is that benefiting you?** I like the fact that the dashboard is simple and easy to get started. Other platforms (are great in their own right), but they make things complicated and hard to understand. I was up and running quickly, and the pricepoint is great for the value I get. ### 38. Highly functional, simple customer service platform **Rating:** 4.5/5.0 stars **Reviewed by:** Roy P. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 21, 2023 **What do you like best about GrooveHQ?** GrooveHQ has revolutionised our being able to receive and respond to emails whilst simultaneously recording internal notes for tracking and ongoing customer service. This has meant that there are signficant gains in retaining staff notes for future enquiries for customers. Some of the recent features including AI summaries, Attachments collated in sidebar and updates to instant replies are fantastic **What do you dislike about GrooveHQ?** We currently have limited integration of our other eCommerce systems into groove, however they have already offered a webhook solution for us to pull data in and solved our issue. **What problems is GrooveHQ solving and how is that benefiting you?** Streamlining customer service and allowing us to create segmentation and clear response frameworks. This has allowed our customer service agent to quickly see all external and internal correspondance about a particular issue in one place. ### 39. Best Shared Inbox solution **Rating:** 5.0/5.0 stars **Reviewed by:** Paul M. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2023 **What do you like best about GrooveHQ?** Easy to manage team and get a clear overview of customer communications. It took us just minutes to integrate it into our support workflow. Our team uses it every single day. **What do you dislike about GrooveHQ?** We have not encountered any downsides with using GrooveHQ. They are responsive, and always adding new features. **What problems is GrooveHQ solving and how is that benefiting you?** GrooveHQ helps our business stay organized. Before Groove, our customer support emails were frequently getting lost and not responded to promptly. GrooveHQ has completely solved this issue for us. ### 40. Great helpdesk software! **Rating:** 5.0/5.0 stars **Reviewed by:** Jess F. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 03, 2023 **What do you like best about GrooveHQ?** It's cheaper than alternatives such as zendesk, and honestly just as good! We've used Groove for the last 2 years now and they continue to develop the software implimenting new features. Integrates with Shopify really well, and the canned responses make our life SO much easier **What do you dislike about GrooveHQ?** The only downsides are the facebook integrations, we find it easier to use facebook business suite to manage any facebook comments. Saying that i believe the new facebook message feature works well! **What problems is GrooveHQ solving and how is that benefiting you?** Helps us manage email response times. The canned responses make responding much faster, it also lets you know if someone else is currently viewing that email so there is no crossed wires and prevents 2 people from responding at once! ### 41. ALL customer inquiries delivered to one place! **Rating:** 5.0/5.0 stars **Reviewed by:** Scott A. T. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** June 28, 2023 **What do you like best about GrooveHQ?** I like how the all electronic communications come to one place that my staff and address so that nothing falls through the cracks...while also giving us the ability to backtrack if we have an issue and want to make sure where things went wrong doesn't happen again. **What do you dislike about GrooveHQ?** The interface can take a bit to get used to. With that said, there's regular updates being made from customers suggestions and the interface has continued to improve over the years we've been a customer. **What problems is GrooveHQ solving and how is that benefiting you?** We no longer have an email for every staff person for a seasonal business with frequent overturn of staff from year to year. And the mobile app has provided access to customer emails from anywhere. ### 42. User-friendly and well designed shared-inbox/ticketing system **Rating:** 4.5/5.0 stars **Reviewed by:** Corey P. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 28, 2023 **What do you like best about GrooveHQ?** I looked at dozens of alternative options, including shared inboxes and email ticketing systems, and GrooveHQ was the most feature-rich for the price. I liked that the layout was similar to a traditional inbox, but it has the functionality of a ticketing system. I also love the tags and automation rules and frequently use them. Internal notes on emails are also great for keeping communication consistent internally. They even have Live Chat widget, Knowledge Base and other integrations that I haven't had the chance to set up yet. **What do you dislike about GrooveHQ?** Not much to dislike here, but if I were to nitpick, I would like to see the following things added: - Expanded business hours (be able to set business hours by agent as this will affect the reports per team member) - Automation rules that can use business hours (i.e. so I can set an automated reply once our store is closed) There are some minor responsiveness issues after closing an email (sometimes having to refresh to see that it is closed), and I think managing contacts can be done better (there is no central way to manage contacts that I've found yet). BUT these are minor, and the support and responsiveness to feedback have been great, so I'm confident it will be addressed over time. **What problems is GrooveHQ solving and how is that benefiting you?** We looked for shared inbox/ticketing system so that we can handle customer inquiries efficiently and without missing any. The extra features area a bonus for our use case. ### 43. Great Tool for Collaboration and Improves Efficiency **Rating:** 4.5/5.0 stars **Reviewed by:** Sophie Z. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 12, 2023 **What do you like best about GrooveHQ?** Our team members can track, share knowledge, and collaborate on customer issues right in the notes of Groove. You can tag teammates if help is needed or if you want to show them how to answer a question. Our team is small, so the chat feature Groove allows us to connect with customers in real-time but also after when our team has resources. It also integrates with Slack which is very helpful for alerting us when help is needed. **What do you dislike about GrooveHQ?** When a customer emails back, it can be hard to navigate the open conversation when another team member is the main lead. Wish the lead didn't switch any time someone else emailed or that there could be two joint leads. **What problems is GrooveHQ solving and how is that benefiting you?** We are B2B and B2C sales, so Groove helps us communicate with our customers and with our affiliates. The shared inbox allows us to all stay connected on issues with clients and be efficient with getting back to customers. ### 44. Nice so far **Rating:** 4.5/5.0 stars **Reviewed by:** Angie B. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 09, 2023 **What do you like best about GrooveHQ?** It's easy to use when replying to tickets. I like the fact that you can see if someone has opened the email and also leave notes for my co-workers to see. This is an upgrade from what we were doing before. **What do you dislike about GrooveHQ?** Sometimes it's difficult to read tickets because of the layout. I think having the option to be able to add more than one email in the "To" field would be great and also if it didn't have a specific amount of emails to add when CC someone on an email. **What problems is GrooveHQ solving and how is that benefiting you?** It's allowing us to get to our clients' support tickets faster and more organized fashion. We've been struggling to get this in order and we think we've found a way tor evenly distribute tickets amongst staff and also get tickets out after been worked on. ### 45. Intuitive, easy to use, designed for the 2020s **Rating:** 5.0/5.0 stars **Reviewed by:** Paul M. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 13, 2023 **What do you like best about GrooveHQ?** - Easy to set up with straightforward migration - Intuitive interface - Mobile app makes it simple to check in on the move - New improvements still coming through at a decent rate - Very competitive pricing makes it viable to add more staff as agents - great for a start-up **What do you dislike about GrooveHQ?** - I suppose if you're a large corporate with a need for very complex configuration or with a complex customer service hierarchy then GrooveHQ might lack something you need? **What problems is GrooveHQ solving and how is that benefiting you?** We were using ZenDesk, which was both expensive and brittle - setting up autoresponders, template answers and a knowledgebase were all effortful, and in some cases incurred a charge. We wanted to maintain costs but add more agents, and we wanted a modern service with a good mobile app that's simpler to use. ### 46. Best Help Desk platform **Rating:** 5.0/5.0 stars **Reviewed by:** Sébastien C. | Administrateur, Small-Business (50 or fewer emp.) **Reviewed Date:** August 31, 2023 **What do you like best about GrooveHQ?** After trying many platforms for our customer service, we can say that Groove is the ideal solution that brings together all the necessary tools. The support is very reliable and quick in their responses. The only regret we have is not having known about Groove earlier. **What do you dislike about GrooveHQ?** The downside is with the application, which does not offer social networks or chat, so it's only emails. As for the rest, we don't really have any negative criticisms. **What problems is GrooveHQ solving and how is that benefiting you?** This all-in-one solution allows for the integration of all communication channels, including email, social media, and live chat. We appreciate the ease of use and the fair price. ### 47. I really couldn't ask for better. **Rating:** 5.0/5.0 stars **Reviewed by:** Noel R. | Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 03, 2023 **What do you like best about GrooveHQ?** I decided to use Groove as our primary method of support because of how many different ways it allowed our users to communicate with us. Groove not only delivered on that but has continued developing new features to make the support process quicker, more intuitive, and more efficient. **What do you dislike about GrooveHQ?** Twitter is no longer supported. But honestly, I get that. There have a been a few bumps with the UI changes along the way, but every concern I've voiced has been promptly addressed. **What problems is GrooveHQ solving and how is that benefiting you?** Groove gives us a single place to house all customer feedback, so we're not bouncing from service to service looking for who reported a particular bug. It's allowed us to establish our knowledge base so customers can help themselves, and if they're still having trouble, they can contact us right from the page they were looking at. It's convenient for them and gives us much-appreciated context to their question. ### 48. Amazing first impressions and even better experience when I got to know the system more **Rating:** 5.0/5.0 stars **Reviewed by:** Kaushik S. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 28, 2023 **What do you like best about GrooveHQ?** The best part for me is having the Knowledge Base where I can add all help related information about the systems and processes we are building and how easy it is to share it with others **What do you dislike about GrooveHQ?** I don't dislike anything at the moment. Whenever I am stuck with something then the Groove team is quick to help me out. One feature I want added is the ability to export the knowledge base. I am sure its there but I haven't seen it yet. **What problems is GrooveHQ solving and how is that benefiting you?** Ability to share help files to my users in order for them to self learn and educate themselves about my companies products and services. ### 49. A service you can count on... **Rating:** 4.5/5.0 stars **Reviewed by:** Maxime C. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 03, 2023 **What do you like best about GrooveHQ?** Beyond the smooth user experience and ease of use, the Groove team has proven to offer the same level of support we aim to give. They know the industry and Groove is now a trusted partner for us. **What do you dislike about GrooveHQ?** Not a lot to dislike about it. Some patience is needed when you want/need a specific feature (which always happen eventually, guess we're not the only ones to request stuff!) and I can seriously count on one hand how many times Groove was down in the last 5 years. **What problems is GrooveHQ solving and how is that benefiting you?** Managing our support as a team in an efficient and easy way. ### 50. Great platform for supporting our distributed small business email and chat **Rating:** 5.0/5.0 stars **Reviewed by:** Simon E. | Founder / CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** June 28, 2023 **What do you like best about GrooveHQ?** Groove HQ has made our shared communications with clients easy to spread across multiple users. This has created a consistent response across team members and allows us to quickly and easily route communications to the right person. **What do you dislike about GrooveHQ?** We've had some issues knowing when a user pings us on the chat widget. Yes, there's usually an audible chime, but if you miss it, you'll never know if someone is trying to reach you through your website unless you keep an eye on your Groove HQ dashboard. **What problems is GrooveHQ solving and how is that benefiting you?** We have an international team of distributed workers that needs to be able to pick up on client communications whenever they come in. Groove HQ solves this by creating a single source of truth for our team members, allowing us to move conversations to the appropriate person quickly. ## GrooveHQ Discussions - [What is GrooveHQ used for?](https://www.g2.com/discussions/what-is-groovehq-used-for) - [What does GrooveHQ do?](https://www.g2.com/discussions/what-does-groovehq-do) - [How much does groove cost?](https://www.g2.com/discussions/groovehq-how-much-does-groove-cost) - [What is Groove software?](https://www.g2.com/discussions/what-is-groove-software) - [What is GrooveHQ?](https://www.g2.com/discussions/what-is-groovehq) - [View GrooveHQ pricing details and edition comparison](https://www.g2.com/products/groovehq/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-27+16%3A02%3A08+-0500&secure%5Bsession_id%5D=c52cde82-3de5-4ee6-8d27-97e917b9514d&secure%5Btoken%5D=23acdbcaf233ee13257ba6eab23c1586eb6d5b0af2d20d5bd371ef7012755f55&format=llm_user) ## GrooveHQ Integrations - [Gravity Forms](https://www.g2.com/products/gravity-forms/reviews) ## GrooveHQ Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Generative AI** - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Analytics** - Trends - Performance Tracking - Email Tracking **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top GrooveHQ Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,628 reviews) - [Help Scout](https://www.g2.com/products/help-scout/reviews) - 4.4/5.0 (418 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,672 reviews)