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GrooveHQ

GrooveHQ

Overview

What is GrooveHQ?

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…

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Learn from top reviewers

They list feature that they dont offer!

Rating: 1 out of 10
March 21, 2022
Vetted ReviewVerified User
GrooveHQ looked like an interesting tool to shift to handle our customer service. Due to the social media growth and the fact that GrooveHQ says they integrate with Facebook/I...
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Verified user
Director
GrooveHQ2 years of experience

Good software, but has lots of room to grow

Rating: 7 out of 10
September 7, 2021
IncentivizedVetted ReviewVerified User
Overall, it has been a great CRM system for our Sales Team. It does have its flaws, but it has greatly reduced the amount of time between calls and increased follow-up with pr...
Continue reading
VALERIE AMPRIM
Team Lead - Sales
Sales Development
Govenda
GrooveHQ1 year of experience

Unhappy Ex-Customer

Rating: 3 out of 10
September 4, 2019
Vetted ReviewVerified User
I used Groove for around 9 months for my customer service of my small business. I used it for answering customer emails and also for general business email. I used to use Desk...
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Leslie Nicole
Professional - Customer Service
Founder, Creative Director
French Kiss Collections
GrooveHQ1 year of experience

Groove has done wonders for our company!

Rating: 7 out of 10
December 6, 2018
Vetted ReviewVerified User
We use Groove for our ticketing system. We have four different departments that utilize it and we use it to track customer emails, support requests, and client communication. ...
Continue reading
Zach Zimmerman
Account Manager - Customer Service
Account Manager
Paperless Transaction Corp
GrooveHQ3 years of experience

GrooveHQ

Rating: 10 out of 10
November 29, 2018
IncentivizedVetted ReviewVerified User
We use Groove in 2 different departments for our ticketing service. We use it in our Support department to keep track and answer all support emails that come in and we use it ...
Continue reading
Bryce Johnston
Account Manager - Marketing
Account Manager
PaperlessTransaction Corp.
GrooveHQ4 years of experience
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Pricing

View all pricing

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.groovehq.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $15 per month
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

1.4
Avg 7.8

Self Help Community

Features that allow customers to self-service for support issues.

1.4
Avg 7.6

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

1
Avg 7.6
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Product Details

What is GrooveHQ?

GrooveHQ Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

GrooveHQ starts at $15.

Reviewers rate ITSM collaboration and documentation and Ticket creation and submission highest, with a score of 2.

The most common users of GrooveHQ are from Small Businesses (1-50 employees).
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Comparisons

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Reviews From Top Reviewers

View all reviews
(1-5 of 7)

Good software, but has lots of room to grow

Rating: 7 out of 10
Incentivized
September 07, 2021
VA
VALERIE AMPRIM
Sales Development
Govenda (Computer Software, 11-50 employees)
Vetted Review
Verified User
GrooveHQ
1 year of experience
Use Cases and Deployment Scope
Overall, it has been a great CRM system for our Sales Team. It does have its flaws, but it has greatly reduced the amount of time between calls and increased follow-up with prospects! Organization has increased significantly!
Pros
  • Organized Flows
  • Customized Flow Processes
  • Easy User-Interface
Cons
  • 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
Likelihood to Recommend
It has been a great starter CRM tool, but it has lots of flaws that aren't being addressed by their customer success team to their users. I love the idea of their workspaces area, but it only allows for Accounts that are tagged in SF. I am an SDR and need this specifically for Leads, prior to them being Accounts, since I primarily work in the Pre-sales space. This also doesn't log events in activity, which is a huge inhibition for my role.

Unhappy Ex-Customer

Rating: 3 out of 10
September 04, 2019
LN
Leslie Nicole
Founder, Creative Director
French Kiss Collections (Design, 1-10 employees)
Vetted Review
Verified User
GrooveHQ
1 year of experience
View profile
Use Cases and Deployment Scope
I used Groove for around 9 months for my customer service of my small business. I used it for answering customer emails and also for general business email. I used to use Desk.com and I was looking for a simpler solution.
Pros
  • Groove is pretty well organized.
  • They have a good knowledge base.
  • The support is usually pretty fast.
Cons
  • The email is extremely slow. It became unbearable. It did get better when they made some changes for me, but it was still slow. I've used other services and this was the slowest I've ever experienced. I wouldn't recommend it if you get a lot of HTML. They admitted they don't do well if you get a lot of HTML.
  • Very bad customer service if there is a problem or dispute. They sent out ONE email to say they were raising their rates the next month. I never saw the email. I didn't realize my rates had been raised until I went to cancel my account (due to being unhappy with how slow it was) They had raised my rate 3 times from $22 to $68! When I complained, they just replied that they sent out one email and left it at that. They stopped answering my emails. Wow. As someone in customer service, if I had a client who complained, I would bend over backwards to make them happy.
  • For what you pay with Groove, I would expect better service and features.
Likelihood to Recommend
If you have customer service that is mostly text based, GrooveHQ isn't bad, but if you handle emails in HTML, it is way too slow. The customer service is good - until it isn't. I left with a very bad feeling towards them. It's too bad, too because it was avoidable. With better customer care resolution, I would have left feeling much better towards them.

Groove has done wonders for our company!

Rating: 7 out of 10
December 06, 2018
ZZ
Zach Zimmerman
Account Manager
Paperless Transaction Corp (Financial Services, 11-50 employees)
Vetted Review
Verified User
GrooveHQ
3 years of experience
View profile
Use Cases and Deployment Scope
We use Groove for our ticketing system. We have four different departments that utilize it and we use it to track customer emails, support requests, and client communication. This helps address problems mainly in my department, Support. With the vast number of email that we have from our clients, it is difficult to keep up in the standard email application. Groove helps provide accountability for our Support Team because it takes a response to the ticket to close it. This also helps us when we have clients email in with the same questions, because we can review how we have handled situations in the past.
Pros
  • Groove does a great job at organizing email tickets
  • Groove allows for canned responses, which helps us with frequently asked questions
  • Groove's integrated Knowledge Base allows us to build out a robust Support Site, and use that when emailing clients and responding to questions
Cons
  • Groove can be difficult to navigate occasionally. It is difficult to figure out how to properly format emails (create hyperlinks, etc.)
  • Groove's occasionally do not handle incoming requests properly.
  • If someone emails multiple email addresses, that have Groove set up, it will only add that ticket to one queue (not both).
Likelihood to Recommend
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.

They list feature that they dont offer!

Rating: 1 out of 10
March 21, 2022
Verified User
Director in Corporate
Media Production Company, 1-10 employees
Vetted Review
Verified User
GrooveHQ
2 years of experience
Use Cases and Deployment Scope
GrooveHQ looked like an interesting tool to shift to handle our customer service. Due to the social media growth and the fact that GrooveHQ says they integrate with Facebook/Instagram (Spoiler; this is not true!) it looked like a great fit.
Pros
  • Sales website
Cons
  • They are lying about features. The FB/Insta integration is internal beta and may take months
  • The change pricing several times a year and this affects all users
  • A lot of bugs and often you dont get a reply from support
Likelihood to Recommend
GrooveHQ is basically an open-source tool and the creators shouldn't be asking money since it simply isn't done. Feature don't work and they list features that are simply not yet released

GrooveHQ

Rating: 10 out of 10
Incentivized
November 29, 2018
BJ
Bryce Johnston
Account Manager
PaperlessTransaction Corp. (Fund-Raising, 11-50 employees)
Vetted Review
Verified User
GrooveHQ
4 years of experience
View profile
Use Cases and Deployment Scope
We use Groove in 2 different departments for our ticketing service. We use it in our Support department to keep track and answer all support emails that come in and we use it with our Design department to keep track of page/web designs that need to be made for our customers.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
Before Groove, we just used email as a way to communicate via support and design which caused items/emails to be missed. GrooveHQ has helped us become more organized and ensure no emails or tickets slip through the cracks and has also helped us greatly improve our response time.

Outside of just the ticketing system Groove has a great knowledge base system that you can create for FAQ's which has helped us give our clients the ability to research and find the answers to their questions without having to email in.
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