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.

It is very convenient and easy to use! It makes handling work emails less stressful! Review collected by and hosted on G2.com.

There honestly isn't anything that I dislike about Groove! Review collected by and hosted on G2.com.

I love the snooze feature and being able to see if my emails have been viewed. Review collected by and hosted on G2.com.

I do not like that you can not add multiple people to one email unless you Cc them. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Honestly, there are no real downsides to Groove for our use case. It fit our needs perfectly. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Groove lacks the capacity to export the data analytics provided in the report’s dashboard. This would be SUPER beneficial going forward! Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

I can't think of anything I do not like atm about it Review collected by and hosted on G2.com.

It is easy to use with a user friendly interface and easy to navigate around it. Review collected by and hosted on G2.com.

n/a i am happy with the product just as it is. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

Nothing! They keep developing good features and we are excited for the future. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Their roadmap is quite full so some stuff on our wishlist can take time to get implemented but eventually it does ;-) Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.