GrooveHQ Reviews & Product Details

Nothing slips through the cracks - it's always reminding me to follow up Review collected by and hosted on G2.com.

It very occasionally doesn't update but that is rare Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I wish groove had an address book, one for each email associated and one that can be combined to use across all. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

I like the ease of use. If there is issue within the program the customer support is always really helpful, and are really responsive. Review collected by and hosted on G2.com.

There isn't anything I dislike about Grove. It was an easy transition from Gmail. Review collected by and hosted on G2.com.

GrooveHQ allows us to provide a unified voice for customer support! Review collected by and hosted on G2.com.

Merging tickets isn't as simple as I'd like. Review collected by and hosted on G2.com.

I like that I can see if the end user has opened the email and the time. Review collected by and hosted on G2.com.

The only thing I don't like is you can only reply to the last thread. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.