What users are saying about
12 Ratings
12 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

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

GrooveHQ
7.9
Organize and prioritize service tickets
GrooveHQ
6.6
Expert directory
GrooveHQ
6.0
Subscription-based notifications
GrooveHQ
8.6
ITSM collaboration and documentation
GrooveHQ
6.9
Ticket creation and submission
GrooveHQ
9.8
Ticket response
GrooveHQ
9.9

Self Help Community

GrooveHQ
8.0
External knowledge base
GrooveHQ
8.6
Internal knowledge base
GrooveHQ
7.4

Multi-Channel Help

GrooveHQ
8.5
Customer portal
GrooveHQ
6.6
Email support
GrooveHQ
10.0
Help Desk CRM integration
GrooveHQ
9.0

Pros

GrooveHQ

  • Groove is pretty well organized.
  • They have a good knowledge base.
  • The support is usually pretty fast.
Leslie Nicole | TrustRadius Reviewer

Cons

GrooveHQ

  • It would be great if they had a mobile app. Since they do not have an app it makes it hard to address tickets on mobile or while on the go.
  • Adding attachments to a response could be better. It seems half the time when including an attachment that attachment does not send.
Bryce Johnston | TrustRadius Reviewer

Usability

GrooveHQ

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

Support Rating

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

GrooveHQ

This is the first software of it's kind that I've used
Andrea Cross | TrustRadius Reviewer

Return on Investment

GrooveHQ

  • It has a positive impact because of how we are able to respond to clients and keep them informed with how we are getting on.
Josh Taylor | TrustRadius Reviewer

Pricing Details

GrooveHQ

General

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

Rating Summary

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