Groove has done wonders for our company!
December 06, 2018

Groove has done wonders for our company!

Zach Zimmerman | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with GrooveHQ

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 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.
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.
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

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Email support