The G2 on GrooveHQ

GrooveHQ Pros and Cons: Top Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users appreciate the responsive customer support of GrooveHQ, consistently receiving helpful assistance whenever needed. (8 mentions)

Users find GrooveHQ's ease of use refreshing, with its intuitive interface streamlining customer support workflows effectively. (8 mentions)

Users find the email management features of GrooveHQ convenient, reducing stress and enhancing customer support efficiency. (6 mentions)

Users commend the helpful support team at GrooveHQ for being invaluable in optimizing their customer support experience. (6 mentions)

Users appreciate the user-friendly interface and robust features of GrooveHQ for efficient ticket tracking and performance monitoring. (4 mentions)

Users value the visibility into requests provided by GrooveHQ, enhancing collaboration and efficiency within teams. (4 mentions)

Users experience email communication issues with GrooveHQ, including limited note visibility and cumbersome forwarding processes. (4 mentions)

Users find the missing features in GrooveHQ limiting, often resorting to email for essential tasks. (3 mentions)

Users face chat functionality issues as selective response options are limited, leading to disjointed conversations across platforms. (2 mentions)

Users express frustration over commenting limitations in GrooveHQ, as it restricts selective response options in conversations. (2 mentions)

Users experience ticketing issues with email visibility and the complexity of merging tickets in GrooveHQ. (2 mentions)

Users find GrooveHQ's limited features frustrating, especially the lack of customization and data export options. (1 mentions)

Users find the poor reporting capabilities of GrooveHQ frustrating, lacking customization and essential export options. (1 mentions)

Top Pros or Advantages of GrooveHQ

1. Customer Support

Users appreciate the responsive customer support of GrooveHQ, consistently receiving helpful assistance whenever needed.

See 8 mentions

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Brady B. M.

Small-Business (50 or fewer emp.)

5.0/5

"GrooveHQ simplifies our customer experience and consolidates our capabilities so we can be efficient"

What do you like about GrooveHQ?

GrooveHQ allows us to provide a unified voice for customer support!

Amy I.

Small-Business (50 or fewer emp.)

5.0/5

"Very useful email provider"

What do you like 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.

2. Ease of Use

Users find GrooveHQ's ease of use refreshing, with its intuitive interface streamlining customer support workflows effectively.

See 8 mentions

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Diana P.

Small-Business (50 or fewer emp.)

5.0/5

"A Solid Support Platform"

What do you like 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 significan

Cedrick Z.

Small-Business (50 or fewer emp.)

5.0/5

"Best Ticketing System Ever!!!"

What do you like about GrooveHQ?

It is easy to use with a user friendly interface and easy to navigate around it.

3. Email Management

Users find the email management features of GrooveHQ convenient, reducing stress and enhancing customer support efficiency.

See 6 mentions

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Kelly M.

Small-Business (50 or fewer emp.)

4.5/5

"Grove is user Friendly"

What do you like about GrooveHQ?

I like that I can see if the end user has opened the email and the time.

Diana P.

Small-Business (50 or fewer emp.)

5.0/5

"A Solid Support Platform"

What do you like 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 significan

4. Helpful

Users commend the helpful support team at GrooveHQ for being invaluable in optimizing their customer support experience.

See 6 mentions

See Related User Reviews

Diana P.

Small-Business (50 or fewer emp.)

5.0/5

"A Solid Support Platform"

What do you like 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 significan

Jaap K.

Mid-Market (51-1000 emp.)

5.0/5

"Groove helps us to improve our working process"

What do you like 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 mailb

5. Features

Users appreciate the user-friendly interface and robust features of GrooveHQ for efficient ticket tracking and performance monitoring.

See 4 mentions

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Terence M.

Small-Business (50 or fewer emp.)

5.0/5

"Awesome Ticketing System"

What do you like about GrooveHQ?

User friendly, easy tickets tracking and metrics for agents performance monitoring

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"My experience with groove has been great."

What do you like about GrooveHQ?

I love the snooze feature and being able to see if my emails have been viewed.

6. Visibility

Users value the visibility into requests provided by GrooveHQ, enhancing collaboration and efficiency within teams.

See 4 mentions

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Kelly M.

Small-Business (50 or fewer emp.)

4.5/5

"Grove is user Friendly"

What do you like about GrooveHQ?

I like that I can see if the end user has opened the email and the time.

Jaap K.

Mid-Market (51-1000 emp.)

5.0/5

"Groove helps us to improve our working process"

What do you like 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 mailb

Top Cons or Disadvantages of GrooveHQ

1. Email Communication Issues

Users experience email communication issues with GrooveHQ, including limited note visibility and cumbersome forwarding processes.

See 4 mentions

See Related User Reviews

Verified User

Small-Business (50 or fewer emp.)

4.0/5

"Groove is a useful tool for capturing organising and assigning work tasks."

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.

Verified User

Small-Business (50 or fewer emp.)

5.0/5

"My experience with groove has been great."

What do you dislike about GrooveHQ?

I do not like that you can not add multiple people to one email unless you Cc them.

2. Missing Features

Users find the missing features in GrooveHQ limiting, often resorting to email for essential tasks.

See 3 mentions

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Carrie H.

Small-Business (50 or fewer emp.)

3.5/5

"Great way to handle multiple email boxes."

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.

Jaap K.

Mid-Market (51-1000 emp.)

5.0/5

"Groove helps us to improve our working process"

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 re

3. Chat Functionality Issues

Users face chat functionality issues as selective response options are limited, leading to disjointed conversations across platforms.

See 2 mentions

See Related User Reviews

Tom J.

Small-Business (50 or fewer emp.)

4.0/5

"GrooveHQ new 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. Fo

Kelly M.

Small-Business (50 or fewer emp.)

4.5/5

"Grove is user Friendly"

What do you dislike about GrooveHQ?

The only thing I don't like is you can only reply to the last thread.

4. Comment Issues

Users express frustration over commenting limitations in GrooveHQ, as it restricts selective response options in conversations.

See 2 mentions

See Related User Reviews

Tom J.

Small-Business (50 or fewer emp.)

4.0/5

"GrooveHQ new 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. Fo

Kelly M.

Small-Business (50 or fewer emp.)

4.5/5

"Grove is user Friendly"

What do you dislike about GrooveHQ?

The only thing I don't like is you can only reply to the last thread.

5. Ticketing Issues

Users experience ticketing issues with email visibility and the complexity of merging tickets in GrooveHQ.

See 2 mentions

See Related User Reviews

Verified User

Small-Business (50 or fewer emp.)

4.0/5

"Groove is a useful tool for capturing organising and assigning work tasks."

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.

Brady B. M.

Small-Business (50 or fewer emp.)

5.0/5

"GrooveHQ simplifies our customer experience and consolidates our capabilities so we can be efficient"

What do you dislike about GrooveHQ?

Merging tickets isn't as simple as I'd like.

6. Limited Features

Users find GrooveHQ's limited features frustrating, especially the lack of customization and data export options.

See 1 mentions

See Related User Reviews

Carrie H.

Small-Business (50 or fewer emp.)

3.5/5

"Great way to handle multiple email boxes."

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.

7. Poor Reporting

Users find the poor reporting capabilities of GrooveHQ frustrating, lacking customization and essential export options.

See 1 mentions

See Related User Reviews

Diana P.

Small-Business (50 or fewer emp.)

5.0/5

"A Solid Support Platform"

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 a

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Shannon F.

Director of Partnerships

Small-Business (50 or fewer emp.)

11/21/2025

"Never Miss a Beat with This Reliable Tool"

5/5

What do you like best about GrooveHQ?

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

What do you dislike about GrooveHQ?

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

Tom J.

Support Administrator

Small-Business (50 or fewer emp.)

9/25/2024

"GrooveHQ new user experience"

4/5

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Diana P.

Tech & Media Manager

Small-Business (50 or fewer emp.)

8/8/2024

"A Solid Support Platform"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Jaap K.

Director

Mid-Market (51-1000 emp.)

8/29/2024

"Groove helps us to improve our working process"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Carrie H.

Vendor and Board Relations

Small-Business (50 or fewer emp.)

9/10/2024

"Great way to handle multiple email boxes."

3.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

François D.

Developer

Small-Business (50 or fewer emp.)

8/1/2024

"Great, simple to use help desk software"

4.5/5

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

Amy I.

Homeowner Support

Small-Business (50 or fewer emp.)

9/10/2024

"Very useful email provider"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about GrooveHQ?

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

Brady B. M.

TEEX/ DHS Instructor - Enhanced Emergency Operations Training Center

Small-Business (50 or fewer emp.)

11/21/2024

"GrooveHQ simplifies our customer experience and consolidates our capabilities so we can be efficient"

5/5

What do you like best about GrooveHQ?

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

What do you dislike about GrooveHQ?

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

Kelly M.

Board Support

Small-Business (50 or fewer emp.)

9/10/2024

"Grove is user Friendly"

4.5/5

What do you like best about GrooveHQ?

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.

What do you dislike about GrooveHQ?

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

Sarah C.

Small-Business (50 or fewer emp.)

1/31/2024

"It's a place to answer customer emails"

2/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.