Groove is easy to use, fast to configure, efficient, and perfect for both small and large teams. I'd recommend it to a company seeking a multi-seat, centralized customer service option. Review collected by and hosted on G2.com.

We've had a hard time getting the chat version of the software to work in Shopify and it's taken more time than I would prefer to configure the knowledge base. Review collected by and hosted on G2.com.

Design and UI are excellent

Does exactly what I want it too

Not complicated, but enough features to be flexible

Great value pricing

Plugs in EASILY to other tools Review collected by and hosted on G2.com.

I haven't found any real downsides for my use case. I think this product is excellent for anyone who needs a great multi-person inbox / support system + Knowledge Base. Review collected by and hosted on G2.com.

We have one folder called "new arrivals" that all emails come through. Our office manager can then delegate an email/task to the correct person by moving the email into their folder which notes can be left (clients can't see the notes) Review collected by and hosted on G2.com.

Multiple attachments can be a bit tedious to download, you have to download one file at a time. It would be great to have a "download all attachments in this email" button. Review collected by and hosted on G2.com.

GrooveHq was easy and pleasant to implement. What I appreciate most about the company is the efficiency of the customer support department. My questions are always answered with courteous service. Review collected by and hosted on G2.com.

There's nothing I don't like about it. I understand that the product is under development and that more features are to come. The roadmap is communicated regularly and I know there are plenty of great features to come! Review collected by and hosted on G2.com.

The interface is clean, intuitive and straight to the point. Setting up new communication tools, such as a support widget, a knowledge base, a database of templates or different inboxes for different languages is easy. You can filter your incoming emails, set up rules and implement any tools you need to make your daily work more productive and pleasant. Review collected by and hosted on G2.com.

Not many downsides, to be honest. There may be some features that are missing at times, but we have a very good contact to Groove and they always listen to our feedback and improve. Review collected by and hosted on G2.com.

1. Ability to create *instant replies*

2. Ability to create *Rules*

3. Having information in the *Knowledge base* to include in responses to users

4. Ability to analyze the *conversations* received during the month with the peak times. Review collected by and hosted on G2.com.

1. Merging conversations - somewhat confusing how to merge conversation Review collected by and hosted on G2.com.

The setup process is extremely fast and easy. Within 10 minutes you can add new users, configure settings, link your inboxes and have your helpdesk up and running.

The knowledgebase is fantastic too, and supports custom branding, Google Analytics, custom domains and more! All super simple and easy to setup and use.

Groove is by far one of the best looking helpdesk and KB solutions on the market today! Review collected by and hosted on G2.com.

There could be some improvements to the way tickets are organized. Using tags works great for small companies, but with larger companies getting many tickets an hour, I can imagine this would get a little messy. Review collected by and hosted on G2.com.

It's simple to integrate on our website. It has improved our Customer Success department by helping us keep track of the tickets we receive and which agent became responsible for solving them. We can also use it from our phones if we're on the go. We have also bettered our customer experience by integrating articles on our FAQ section with Groove. Review collected by and hosted on G2.com.

Honestly, for the most part, no one in the team has had any issues with Groove at the moment (including myself). Review collected by and hosted on G2.com.

GrooveHQ is a convenient and user-friendly software for team support work. In my experience, GrooveHQ is quite easy to set up. It offers chat functionality, an inbox, and a knowledge base, as well as integrations with third-party services and various customization options. Review collected by and hosted on G2.com.

Occasionally, I wished for a faster system response, as some data seemed to be cached and not instantly visible in UI. However, these are not critical issues. The lack of a built-in CRM for outgoing mass mailings is a minor drawback, but it can be addressed through integrations with other services. Review collected by and hosted on G2.com.

Really allows us to be very efficient, and truly easy to manage. But the one really best thing about GrooveHQ is how rapidly they develop new features and keeps their client informed. Review collected by and hosted on G2.com.

I really don't have anything that I dislike, I would just like improvement on reports (which there has been a lot since we started using it) and this is just me nitpicking. Review collected by and hosted on G2.com.