Bryce Johnston | TrustRadius Reviewer
November 29, 2018


Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with GrooveHQ

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.
  • 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.
  • 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.
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).
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.