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.GrooveHQGroove has done wonders for our company!2018-12-06T20:45:59.026ZWe 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 PhotoshopZach ZimmermanGrooveHQ2018-11-29T17:47:56.418ZWe 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.,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.,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.,10,Has greatly improved our support response time.
Has given us an added layer of support with the knowledge base
Has helped us and our team become more accountable.,Zendesk,Vidyard, HubSpot, ReadyTalkBryce JohnstonGrooveHQ makes work easier!2018-05-10T19:09:43.591ZWe 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 SchedulingAndrea CrossUseful and easy to use!2018-05-02T19:31:34.933ZWe 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.,,SlackJosh Taylor
Unspecified
GrooveHQ
10 Ratings
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