Groove Overview
What is Groove?
Deliver personal support to every customer. Your customers will never feel like they’re just a “support ticket” to you, and they’ll never know you’re using a helpdesk.
Work better together. Your whole team will be on the same page with assignments, private notes and follow-up reminders, all in one super simple shared inbox.
Our shared inbox brings everything together, making sure no support request slips through the cracks. Private notes, canned replies, assignments, and follow ups help agents close tickets faster and make collaborating with your team a breeze.
Groove has what other help desk lack:
Ease of Use
The Right Amount of Features
Pricing That Scales
Email collaborationMulti-Channel SupportSatisfaction RatingsCustomer Profiles
Groove Overview
Pricing
Pricing options
Groove Features
Media
Groove Reviews
Groove Reviews
Groove Email Software + Knowledge Base
The ability to add notes, tags, snooze conversations, and create rules and folders has made my emails more organized than ever before. Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails. Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects.
This is further aided by our Knowledge Base, which has helped so many customers be more self-sufficient and find detailed answers to their questions without having to email staff and cut in to our already jam-packed schedules. Groove has helped us turn one of our most tedious and time consuming major project into a streamlined, easy to manage task.
Groove Works, It's Easy to Use, and I LOVE IT!
I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my favorite is capturing social media all in one place. The tight integration between the knowledge base feature and the ticketing system is also a favorite of mine. They've taken the complexity of other systems out and left in all the features. I have tried them all, and as a consultant at 74 Systems helping accounting and other professional services companies with marketing, technology, workflow and automation, I've recommended and implemented the other "big industry names" in many different circumstances. Not anymore! Since I've been a Groove user, I've never had to look elsewhere and my time to delivery is a fraction of what it once was and my clients LOVE the simplicity and power of the product. Win, win, win.
Great for customer support
Groove helps us keep on top of our customers' needs and gives us lots of options as a support team.
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Best way to manage your customer support network
Pros
My favorite feature in Groove is the canned replies. If you get frequent support tickets and need an easy answer for them, you can write them early and pull them out to answer the same question over and over again. I use Canned replies for our Proactive Support. We let our clients know the issues they are having before they even know they are having them.
Cons
Frequent updates move features around and sometimes makes it difficult to find something that you use every day. Also they have a feature in which you can halt a reply for sending up to 30 seconds after hitting send, though it does not work for emails you start. Only ones you reply to.
Groove Email Software + Knowledge Base
The ability to add notes, tags, snooze conversations, and create rules and folders has made my emails more organized than ever before. Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails. Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects.
This is further aided by our Knowledge Base, which has helped so many customers be more self-sufficient and find detailed answers to their questions without having to email staff and cut in to our already jam-packed schedules. Groove has helped us turn one of our most tedious and time consuming major project into a streamlined, easy to manage task.
Pros
In terms of the Email Software: You can have multiple inboxes in one single account, which is just absolutely amazing. You have the option of viewing emails as separate inboxes/categories (within the same homepage), or listing them as one streamlined inbox. The latter has boosted my email productivity significantly across multiple work emails, freelance emails, and personal emails.
In terms of the Knowledge Base: It is so simple to add an article and organize it accordingly! It's super user-friendly and easy to navigate. Set up is easy. If you don't have coding experience, there's nothing to worry about! The software is intuitive and you won't need any coding at all. For those of us that have dabbled with coding—well, it's incredibly refreshing to not worry about fumbling with the bells and whistles to create something easy to navigate, sleek, and stylish. Less time focusing on the "busy" work, more time focusing on what's important: the content.
Cons
The ability to log phone calls through Groove has be revolutionary to me. It's changed the way I work. However, the functionality of logging phone calls is a bit behind all other features of Groove; it still needs some work. But, considering that's the only downside (and, admittedly, not a huge deal), it's definitely not something to worry about or a deciding factor.
Response from Groove Networks
Hi Mayra, thanks for taking the time to leave us such a detailed review on Capterra. Your feedback is very valuable and I was wondering if you would be potentially interested in publishing a customer story with Groove on our website?
Manages our support inboxes with ease!
Pros
Groove does what it sets out to in the most simple and easy to use manner. Shared Inboxes allow teams working on programs to efficiently respond to members. Coming from emails request with multiple recipients we ran into a lot of collision (having multiple agents respond simultaneously), but now you can see when/if a message has been answered and even when another agent is reviewing or responding IN REAL-TIME! Not to mention canned-replies allow teams to hone responses to common questions and agents can send accurate answers, consistently!
Cons
Searching for closed requests can be difficult, especially when searching for a particular issue. You can use tags, however it would require tagging every message, consistently while predicting queries necessary in the future.
Groove Works, It's Easy to Use, and I LOVE IT!
I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my favorite is capturing social media all in one place. The tight integration between the knowledge base feature and the ticketing system is also a favorite of mine. They've taken the complexity of other systems out and left in all the features. I have tried them all, and as a consultant at 74 Systems helping accounting and other professional services companies with marketing, technology, workflow and automation, I've recommended and implemented the other "big industry names" in many different circumstances. Not anymore! Since I've been a Groove user, I've never had to look elsewhere and my time to delivery is a fraction of what it once was and my clients LOVE the simplicity and power of the product. Win, win, win.
Pros
Groove is really easy to use and does the job that far more complex systems do, better. It really makes the process of building and managing a ticketing system and a knowledge base easy. The integrations with Wordpress are really slick and the add on integrations with Slack and live chat support are just awesome. It's the ideal blend of performance, capability, integration, and function. It just works and it's a pleasure to use.
Cons
Mobile can be a bit challenging but it's gotten better over time.
Great for customer support
Groove helps us keep on top of our customers' needs and gives us lots of options as a support team.
Pros
Groove works really well for our ticketing system. We can assign customer support tickets to various groups and people and we can track how they have moved throughout the system. Groove offers helpful stats and integrations and even has the option to house multiple knowledge bases through the same place.
Cons
The only thing I haven't liked is that the auto-refresh function didn't seem consistent so there were times when multiple people responded to the same ticket because they didn't see that it had been closed. This has probably been updated with their new Beta.
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Groove Pricing
Groove Pricing
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Groove Features
Groove Features
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Categories
Categories
Additional information for Groove
Additional information for Groove
Key features of Groove
- Add private notes to tickets
- App Store for additional features
- Assign support requests to coworkers
- Customizable Support Widget
- Detailed performance tracking metrics
- Easy-to-create articles
- Optional Knowledge Base
- Personal, non-generic emails
- Support history and detailed profile information
- Team and ticket tracking
Benefits
- Assign tickets to colleagues, insert canned replies, add private notes and more.
- Every customer’s entire conversation history in one place.
- Folders keep your support emails neatly organized.
- Metrics to help your team benchmark, set goals and get better.
- More than a dozen apps to make Groove fit your needs.
Groove FAQs
Groove FAQs
Below are some frequently asked questions for Groove.
Q. What type of pricing plans does Groove offer?
Groove offers the following pricing plans:
Starting from: US$12,00/month
Pricing model: Subscription
Free Trial: Available
Q. What are the main features of Groove?
Groove offers the following features:
- Add private notes to tickets
- App Store for additional features
- Assign support requests to coworkers
- Customizable Support Widget
- Detailed performance tracking metrics
- Easy-to-create articles
- Optional Knowledge Base
- Personal, non-generic emails
- Support history and detailed profile information
- Team and ticket tracking
Q. Who are the typical users of Groove?
Groove has the following typical customers:
Small Business, Public Administrations, Mid Size Business
Q. What languages does Groove support?
Groove supports the following languages:
English
Q. Does Groove support mobile devices?
We do not have any information about what devices Groove supports
Q. What other apps does Groove integrate with?
Groove integrates with the following applications:
Benchmark Email, Campaign Monitor, Constant Contact, Olark, PieSync, ProjectManager.com, Slaask, Slack, Talkdesk, elevio
Q. What level of support does Groove offer?
Groove offers the following support options:
Online Support, Phone Support, Video Tutorials