The support The support, the functionality, everything is great. A pleasant experience.

Game. Changer!! 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.

Better than the Rest Better than the rest I have been using GrooveHQ for close to a decade and highly recommend it. It's lightweight, simple to use, very cost-effective, and has all the functionality (and more in some cases) than its counterparts. The team are great and the fact we continue to use GrooveHQ is the true mark of their quality.

It is what it is PROS 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. CONS 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.

Good company good product GrooveHQ is essential to our operations. Collaborating on tickets is easy. The basics are all we need and it does all of them very well. GrooveHQ's customer service is excellent.