TrustRadius
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.Groove has done wonders for our company!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.,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,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).,7,Groove has done wonders for our support department Groove has allowed our design team to be more organized and take care of design changes quickly Because of Groove, we have decreased the average time it takes for clients to get a response We have been able to migrate to primarily email support Not everyone in our company uses Groove, so occasionally there is confusion with multiple people responding to emails.,Trello,Trello, HubSpot, Adobe PhotoshopGrooveHQ makes work easier!We use GrooveHQ to field support and sales ticket. It's great to have everything all in one place where we can collaborate, track, see stats and follow up with our customers.,It does a great job categorizing tickets according to the rules we have set up. It lets us see what our team is working on and easily update and send tickets where they need to go. Tools like snooze, changing the customer on a ticket, adding internal notes and having internal mailboxes really help keep things organized. The support for GrooveHQ is great, along with their blog about how to improve customer service.,I wish there were custom options for the snooze tool instead of list of presets - they don't always work for our purposes. It would be great if the auto-refresh were more reliable. Sometimes multiple people are working on the same ticket without knowing it.,10,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.,,Slack, Acuity SchedulingUseful and easy to use!We are helping to solve the issues that clients get when using their websites. It's been a great way to keep on top of problems that are being reported.,It is good to keep track of all the support requests that we get in. It's a great way to keep on top of issues reported by clients.,The user interface can be slow sometimes to use.,8,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.,,Slack
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GrooveHQ
8 Ratings
Score 8.6 out of 101
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GrooveHQ Reviews

GrooveHQ
8 Ratings
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Score 8.6 out of 101
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Reviews (1-3 of 3)
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Zach Zimmerman profile photo
December 06, 2018

GrooveHQ Review: "Groove has done wonders for our company!"

Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
  • 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).
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 Zach Zimmerman's full review
Andrea Cross profile photo
May 10, 2018

User Review: "GrooveHQ makes work easier!"

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use GrooveHQ to field support and sales ticket. It's great to have everything all in one place where we can collaborate, track, see stats and follow up with our customers.
  • It does a great job categorizing tickets according to the rules we have set up.
  • It lets us see what our team is working on and easily update and send tickets where they need to go.
  • Tools like snooze, changing the customer on a ticket, adding internal notes and having internal mailboxes really help keep things organized.
  • The support for GrooveHQ is great, along with their blog about how to improve customer service.
  • I wish there were custom options for the snooze tool instead of list of presets - they don't always work for our purposes.
  • It would be great if the auto-refresh were more reliable. Sometimes multiple people are working on the same ticket without knowing it.
GrooveHQ works great for receiving incoming tickets, being able to work on them across the entire team and tracking their progress. It's great to be able to go back and look up a ticket or search by customer to see someone's history. I'm not sure of situations where it would be less appropriate.
Read Andrea Cross's full review
Josh Taylor profile photo
May 02, 2018

GrooveHQ Review: "Useful and easy to use!"

Score 8 out of 10
Vetted Review
Verified User
Review Source
We are helping to solve the issues that clients get when using their websites. It's been a great way to keep on top of problems that are being reported.
  • It is good to keep track of all the support requests that we get in.
  • It's a great way to keep on top of issues reported by clients.
  • The user interface can be slow sometimes to use.
It is perfectly suited if you have a lot of support issues emailed in. You can keep track of them all, organise them and reply to them. Never lose track of a support ticket again.
Read Josh Taylor's full review

GrooveHQ Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (3)
8.3
Expert directory (1)
6
Subscription-based notifications (2)
7.5
ITSM collaboration and documentation (2)
6.5
Ticket creation and submission (3)
9.3
Ticket response (3)
9.7
External knowledge base (1)
10
Internal knowledge base (2)
8.5
Customer portal (2)
8.0
Email support (3)
10.0
Help Desk CRM integration (2)
9.0

About 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 system for prioritizing tickets.
Categories:  Help Desk

Pricing

Does not have featureFree Trial Available?No
Has featureFree or Freemium Version Available?Yes
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No

GrooveHQ Technical Details

Operating Systems: Unspecified
Mobile Application:No