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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...
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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. ...
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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 ...
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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 8.1

Self Help Community

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

1.4
Avg 7.8

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 7.8
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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
(1-4 of 4)

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.
GrooveHQ Feature Ratings
Incident and problem management (6)
81.66666666666666%
8.2
Organize and prioritize service tickets
70%
7.0
Expert directory
60%
6.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
70%
7.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
85%
8.5
External knowledge base
100%
10.0
Internal knowledge base
70%
7.0
Multi-Channel Help (2)
80%
8.0
Customer portal
60%
6.0
Email support
100%
10.0
Return on Investment
  • 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.
Alternatives Considered
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.
Other Software Used

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.
GrooveHQ Feature Ratings
Incident and problem management (6)
10%
1.0
Organize and prioritize service tickets
60%
6.0
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
N/A
N/A
Ticket response
N/A
N/A
Self Help Community (2)
40%
4.0
External knowledge base
80%
8.0
Internal knowledge base
N/A
N/A
Multi-Channel Help (5)
N/A
N/A
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
N/A
N/A
Help Desk CRM integration
N/A
N/A
Return on Investment
  • I can only say that I started to dread doing my emails because it worked so slowly.
Usability
6
It's well organized, but slow.
Support Rating
3
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.
Alternatives Considered
I chose GrooveHQ after using Desk.com for many years. I have no complaints about Desk.com, I just wanted something simpler and more like email and Groove did match that. I liked Groove at first, but I grew frustrated with how slow it was.

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.
Return on Investment
  • 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.
Alternatives Considered
We also looked at Zendesk and decided Groove would be a better fit for our company. Groove was a cheaper option and had all of the same features as Zendesk with the added feature of a knowledge base as well as a chat feature (we no longer use the groove chat feature however it did play a deciding factor in choosing Groove).
Other Software Used

GrooveHQ makes work easier!

Rating: 10 out of 10
Incentivized
May 10, 2018
AC
Andrea Cross
Customer Service Representative
Ministry Sync (Events Services, 11-50 employees)
Vetted Review
Verified User
GrooveHQ
2 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
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.
GrooveHQ Feature Ratings
Incident and problem management (6)
46.66666666666667%
4.7
Organize and prioritize service tickets
90%
9.0
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
90%
9.0
Ticket response
100%
10.0
Self Help Community (2)
50%
5.0
External knowledge base
N/A
N/A
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
60%
6.0
Customer portal
100%
10.0
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
Return on Investment
  • 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.
Alternatives Considered
This is the first software of it's kind that I've used.
Other Software Used
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