Good company good product GrooveHQ is essential to our operations. Collaborating on tickets is easy. The basics are all we need and it does all of them very well. GrooveHQ's customer service is excellent.

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.

Love Groove, won't be moving away as long as they're around Can't recommend this platform more. It's been easy to setup and use, everything is kept in one easy to manage place. The knowledge base is fantastic right out of the box which is extremely uncommon. Groove has clearly been built by a team who's used a lot of customer support platforms in the past and has identified the short comings of them all and decided to make a platform to address them. They've done an awesome job and keep on improving in areas we didn't even know needed improvements. On top of that, they're down to earth and have a great support team who want to make your life easier. Shout out to Graham as well, love the work mate!