What users are saying about
4 Ratings
19 Ratings
4 Ratings
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Score 9 out of 100
19 Ratings
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Score 7.1 out of 100

Likelihood to Recommend

365Ticketing

I would recommend 365Ticketing to anyone who is finding it difficult in managing customer service tickets and tasks using their legacy software. This is the ultimate solution for all of your ticketing management, respecting deadlines and being on top of your deliverables. It is highly versatile and effective in helping you keep tabs on everything from a management perspective as well. 365Ticketing might be less appropriate when you are working internally among your team with fewer client communications - where you want a effective document store and the ability to reference / design and build out flow charts, tech stack diagrams etc. for your typical software / web application development.
Darshil Shah | TrustRadius Reviewer

GrooveHQ

Groove is great for people who are wanting to provide accountability and organization for teams across your business. It is suited well for an organization that has many email requests coming in every day, because you can assign tickets to specific team members. It would not be suited for an organization that utilizes more phone support, than email support
Zach Zimmerman | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

365Ticketing
8.0
GrooveHQ
4.7
Organize and prioritize service tickets
365Ticketing
7.0
GrooveHQ
5.1
Expert directory
365Ticketing
8.0
GrooveHQ
5.0
ITSM collaboration and documentation
365Ticketing
8.0
GrooveHQ
4.5
Ticket creation and submission
365Ticketing
8.0
GrooveHQ
4.5
Ticket response
365Ticketing
9.0
GrooveHQ
4.5
Subscription-based notifications
365Ticketing
GrooveHQ
4.5

Self Help Community

365Ticketing
9.0
GrooveHQ
6.5
Internal knowledge base
365Ticketing
9.0
GrooveHQ
6.5
External knowledge base
365Ticketing
GrooveHQ
6.6

Multi-Channel Help

365Ticketing
9.0
GrooveHQ
6.2
Email support
365Ticketing
9.0
GrooveHQ
4.5
Customer portal
365Ticketing
GrooveHQ
4.5
IVR
365Ticketing
GrooveHQ
7.0
Social integration
365Ticketing
GrooveHQ
7.0
Help Desk CRM integration
365Ticketing
GrooveHQ
8.0

Pros

365Ticketing

  • It helps in respecting deadlines of the client by effectively managing the tasks as per their priority and due date.
  • Resolves difficulty in effective organization of a zillion tickets that we usually receive for system upgradation.
  • Helps our team be productive and focus on what is important i.e. working on client tasks.
  • Easy to use and scalable.
  • Effective in measuring the utilization and productivity of the team.
Darshil Shah | TrustRadius Reviewer

GrooveHQ

  • Creates Tickets when someone emails in or you can create a ticket within the groove system.
  • They have great reports on response times and the average amount of time it took for a ticket to close. You can even see individuals average response times as well as specific teams.
  • We use their Knowledge Base which is a great tool for creating FAQ and sending people to that.
Bryce Johnston | TrustRadius Reviewer

Cons

365Ticketing

  • User Interface can be designed [to be] a little more intuitive
  • Personalization can be used to help user focus on the tasks they are proficient in, e.g. letting the network admin know what pending and unassigned tickets are related to their field when they are almost caught up with their existing work.
  • Effective timeline management feature can be added to make the tool more comprehensive.
Darshil Shah | TrustRadius Reviewer

GrooveHQ

  • Better Follow-up by customer success team
  • More customization within their major features to fit both, large and small sales teams, alike
  • Their site goes down fairly often
VALERIE AMPRIM | TrustRadius Reviewer

Usability

365Ticketing

No score
No answers yet
No answers on this topic

GrooveHQ

GrooveHQ 6.0
Based on 1 answer
It's well organized, but slow.
Leslie Nicole | TrustRadius Reviewer

Support Rating

365Ticketing

No score
No answers yet
No answers on this topic

GrooveHQ

GrooveHQ 3.0
Based on 1 answer
I'm giving them a 3 for the really great support they gave for general questions. They also have a good knowledge base. I'm giving them only a 3 though because of my last customer service when I need a billing resolution. I was very disappointed in how they handled that. I also find it very bad practice to send out ONE email notice that they were raising my rate three times as much at the end of the month. When I was with Desk.com, I had numerous emails over months letting me know their billing plans were changing. Even worse than refusing to refund me the difference was that they just stopped responding to me.
Leslie Nicole | TrustRadius Reviewer

Alternatives Considered

365Ticketing

The 365Ticketing tool seems to be a good option for us compared to alternatives that we have used up till now - primarily because it has the right number of features that are required for effective ticket management, not too many to overwhelm our platform admin and team and not too few where we would have do most of the organizational tasks. It has got everything you would need for collaborating with your customer effectively and be always on top of your game in helping your clients with all they need.
Darshil Shah | TrustRadius Reviewer

GrooveHQ

Grove it the less clunky version of Outreach but there are tradeoffs of both. I could honestly go either way on each of these tools
Anonymous | TrustRadius Reviewer

Return on Investment

365Ticketing

  • Increase in organizational abilities.
  • Increased adherence to customer's SLAs and deadlines due to tasks prioritization.
  • Effectively collaborate with customer on a single platform.
Darshil Shah | TrustRadius Reviewer

GrooveHQ

  • GrooveHQ helps us to be more efficient by keeping track of the interactions our team has had with customers across multiple platforms.
  • GrooveHQ's stats helps us to see where we're spending time.
Andrea Cross | TrustRadius Reviewer

Screenshots

Pricing Details

365Ticketing

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

365Ticketing Editions & Modules

Edition
365Ticketing$171
  1. user/month
Additional Pricing Details

GrooveHQ

General

Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

GrooveHQ Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

365Ticketing
9.0
GrooveHQ
6.8

Usability

365Ticketing
GrooveHQ
6.0

Support Rating

365Ticketing
GrooveHQ
3.0

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