GrooveHQ vs. TeamSupport

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
GrooveHQ
Score 6.7 out of 10
N/A
GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.
$15
per month
TeamSupport
Score 8.5 out of 10
Mid-Size Companies (51-1,000 employees)
TeamSupport is customer support software built for B2B software and technology companies. The solution offers ticket management, a customer and contact database, reporting and analytics, multi-channel support, built-in collaboration tools, and many native integrations.
$25
per month
Pricing
GrooveHQTeamSupport
Editions & Modules
No answers on this topic
Support Desk
$40
Per User per Month
Enterprise
$55
Per User per Month
Offerings
Pricing Offerings
GrooveHQTeamSupport
Free Trial
NoYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup fee$2,000 per installation
Additional DetailsPricing is based on annual billing
More Pricing Information
Features
GrooveHQTeamSupport
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
GrooveHQ
1.4
6 Ratings
139% below category average
TeamSupport
9.1
11 Ratings
15% above category average
Organize and prioritize service tickets1.26 Ratings9.611 Ratings
Expert directory1.23 Ratings7.01 Ratings
Subscription-based notifications1.03 Ratings10.05 Ratings
ITSM collaboration and documentation2.03 Ratings00 Ratings
Ticket creation and submission2.05 Ratings9.611 Ratings
Ticket response1.15 Ratings9.611 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
GrooveHQ
1.4
5 Ratings
138% below category average
TeamSupport
9.1
11 Ratings
18% above category average
External knowledge base1.44 Ratings8.77 Ratings
Internal knowledge base1.44 Ratings9.410 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
GrooveHQ
1.0
5 Ratings
153% below category average
TeamSupport
9.7
11 Ratings
25% above category average
Customer portal1.04 Ratings10.09 Ratings
Social integration1.01 Ratings9.04 Ratings
Email support1.15 Ratings10.011 Ratings
Help Desk CRM integration1.03 Ratings10.07 Ratings
Best Alternatives
GrooveHQTeamSupport
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
GrooveHQTeamSupport
Likelihood to Recommend
1.7
(7 ratings)
7.3
(57 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(14 ratings)
Usability
6.0
(1 ratings)
8.9
(8 ratings)
Availability
-
(0 ratings)
1.8
(4 ratings)
Performance
-
(0 ratings)
7.3
(5 ratings)
Support Rating
3.0
(1 ratings)
9.3
(8 ratings)
In-Person Training
-
(0 ratings)
6.4
(1 ratings)
Online Training
-
(0 ratings)
7.7
(3 ratings)
Implementation Rating
-
(0 ratings)
7.5
(6 ratings)
Product Scalability
-
(0 ratings)
1.0
(1 ratings)
User Testimonials
GrooveHQTeamSupport
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
Read full review
TeamSupport
TeamSupport is a great ticketing/help desk platform for small companies. It gets the job done and allows for multiple teams to manage workloads. It is not best for bigger organizations as there are lots of lacking features (mobile app, integrations, robust Jira/Confluence like system). The support for TeamSupport is great too. They usually get in touch with customers quickly when the system is down and they resolve issues quickly as well.
Read full review
Pros
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.
Read full review
TeamSupport
  • There were other customer support software companies that I looked into at first, however TeamSupport provided exceptional customer service themselves. I paid close attention to how they handled me as a customer to see if they were a company that would understand my desire to give exceptional customer service to my clients and if they had the tools to make the experience easy. Every interaction with them was very positive.
  • Since we needed TeamSupport's software embedded into our software application to give our users easy access to the support tools, the staff at TeamSupport needed to answer many questions and work with our developers to make this possible. They were always willing to take the extra step to ensure a smooth set up.
  • As we continue with TeamSupport, I am especially impressed with the sincerity of the CEO, Robert C. Johnson, and his commitment to us so that together we can deliver exceptional customer support.
Read full review
Cons
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
Read full review
TeamSupport
  • We would like to see a structure to the ticket numbering system. In a previous system we had a numbering system like this mmddyy-xxxxxx This was very easy to see when a ticket was created based on just it's number. Currently with TeamSupport they assign a random number to tickets that is not very informative without a created date field.
  • Reports are nice but lack some rollup capabilities that are needed. Any given report can only work against two data tables at max. This is a limitation that we had to create custom contact fields to get around. They store phone, address and base contact info in separate tables. This makes it impossible with a standard system to create a report of all tickets along with the ticket and contact information in one report. The previous system we were on, allowed you to tie as many related data tables together that was needed to create one high level report.
  • Need Ability to notify external users of ticket activity in regions. So what I mean is we have FAE's in the field that want to know what their customers are asking for their region. They don't want or need a TeamSupport account but want simple e-mails of activity. This has been a lost feature for us going to a new system. I have to create a manual report each week and forward to the people that want this kind of information.
  • Ticket Automation rules will only run against a ticket one time. I understand why they did this to prevent uncontrolled loops but it would be nice to be able to set a limit that was greater than one. This limitation often causes us to have to write multiple rules to handle certain ticket cases.
Read full review
Likelihood to Renew
GrooveHQ
No answers on this topic
TeamSupport
We are very likely to renew. We have been using TeamSupport for years and have tested a few other ticketing software solutions. We utilize several project management solutions to date and are always looking for better more efficient ways. Team Support is great at working with us and allows us to report issues well.
Read full review
Usability
GrooveHQ
It's well organized, but slow.
Read full review
TeamSupport
I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it. But the portal offers great tools and guides on workarounds.
Read full review
Reliability and Availability
GrooveHQ
No answers on this topic
TeamSupport
Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7
Read full review
Performance
GrooveHQ
No answers on this topic
TeamSupport
It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
Read full review
Support Rating
GrooveHQ
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.
Read full review
TeamSupport
TeamSupport's ease of use and the way it benefited our company overall. From cost improvements, ROI, and overall management of team members it gets high marks. We are better able to support our customer base by providing improved support in a more timely fashion. The End User view of IT Support overall has improved just through using this platform in our company.
Read full review
In-Person Training
GrooveHQ
No answers on this topic
TeamSupport
Able to get hands on training and ask questions.
Read full review
Online Training
GrooveHQ
No answers on this topic
TeamSupport
Not much training was offered, but it was always provided when we requested it
Read full review
Implementation Rating
GrooveHQ
No answers on this topic
TeamSupport
Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.
Read full review
Alternatives Considered
GrooveHQ
We also use Trello for project management. I have used both systems and we like Groove because it allows for our clients to contact us via email. They do not have to go to a ticket submission page, they can just email us directly and it will create a ticket. Groove also provides analytics on how long it takes to respond to tickets
Read full review
TeamSupport
TeamSupport is a much more modern, intuitive and user-friendly version of NetSuite with many additional bells and whistles. NetSuite has a business only facade with a rather clunky interface and system. TeamSupport compares favorably and meets business needs while being a much more advanced and modern solution.
Read full review
Scalability
GrooveHQ
No answers on this topic
TeamSupport
TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part
Read full review
Return on Investment
GrooveHQ
  • We wasted a lot of time setting up the product before we discovered a lot of features listed on the website aren't ready for public use
Read full review
TeamSupport
  • TeamSupport has improved our team's response times. We are able to address all requests within a short time of receiving them.
  • TeamSupport allows us to effectively manage workflow.
  • The program provides us with a certain level of accountability, and requires that we be meticulous in our work.
Read full review
ScreenShots

TeamSupport Screenshots

Screenshot of Ticket PageScreenshot of Customer AlertsScreenshot of DashboardScreenshot of Screen & Video RecordingScreenshot of Embeddable Customer PortalScreenshot of Products & Versions