380% price increase with little notice! Started out as, what I thought was a great service and company - I was wrong! Having used the service for well over a year with little change in the product or service, they introduce a 'new' system. Soon after and with a few weeks notice, completely changed their pricing structure to give us a 380% price increase to keep the same service. No way of exporting any ticket/KB information, no interest in helping and no issue with price increase like it was such a small increase. How can anyone trust a company that works like this? They see no issue in any of this. Customer services only answer the questions they want to. Absolutely disgusted with this company and how they have treated their 'loyal' customers. One of the worst companies I have ever dealt with. Have moved to Zoho Desk which is much better and MUCH cheaper for many more features.

Don't trust this website Don't trust this website, they took money out of my bank without my authorisation, still trying to get a refund. They say you only learn by mistakes, I'm paying for mine. Leave well alone. Disgruntled person.

It is what it is PROS Groove has made some improvements to their interface over the years that make the workflow less frustrating. I like that you can more easily leave notes and the My New and Open folder gives visibility to what you need to manage. Ticket assignment is also easy to use and change the delegation. Their customer support has greatly improved over the years, and I do think they are working to make positive changes. Hopefully, many of my pain points will be resolved in time. CONS Groove leaves a lot to be desired. Within the actual email app, this is what comes to mind: - the inability to filter tickets by date - lack of filter options - not being able to reverse a merged ticket - emails that are forwarded are still in the original thread, it becomes messy very quickly - when you close a ticket, it's moved to the date it was received. If you close something in error it can take forever to figure out what it was, it also doesn't show up at the top of recent updates. - Internal notes and CSAT replies can easily be missed Reporting: - The views they provide give a very basic look at what is happening in support - Nothing is customizable - Nothing can be extracted - Comments on CSAT don't show up in the reports, you have to go to each individual ticket and find it.

Amazing custom support service Amazing custom support service, easy to use, constant new updates - improving the service.

2+ years and still rocking it! Been working using Groove for more than 2 years. Every new updates makes it better than the last version. New features are always amazing and well explained in a direct easy way with small videos. AI implementation was my fave, made easy to personalise email according to each customers