Groove 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Groove

4.5

(87)

Pricing

Starting at $29.00 per month

About Groove

Groove is a cloud-based help desk software for small businesses. It helps companies to communicate with their customers via email, live chat, social media and phone calls. Key features include ticketing, live chat, knowledge management, reporting tools and customer self-service.

Groove allows users to converse with their customers on multiple channels through one platform. Reporting dashboards display customer support metrics such as average handle time and reply type, as well as complaint trends, bugs and requests.

Users can set up an online knowledge base for customers. Groove also offers on-site support widgets such as an FAQ, contact forms and live chat. The software supports various integrations including Slack, Zapier, Facebook and Twitter.

Groove Screenshots

Groove Pricing and Plans

Starting price: $29.00 per month

Free Trial

Free Version

Standard

$29.00

per user, per month

Plan includes:

2 Shared inboxes with email, live chat, and social channels
1 Knowledge base site
Email management & ticketing
Unlimited help widgets
Round robin auto assignments
Standard rule automations
Satisfaction ratings & feedback
Standard reporting
API & webhook access
40+ Native integrations

Plus

$45.00

per user, per month

Plan includes:

5 Shared inboxes with email, live chat, and social channels
2 Knowledge base sites with restricted access
10 Free lite users
Advanced rule automations
SLA management
Advanced reporting
AI summarize
AI sentiment & tagging
AI writing assist

Pro

$70.00

per user, per month

Plan includes:

25 Shared inboxes with email, live chat, and social channels
5 Knowledge base sites with restricted access
50 Free lite users
Tiered discounts
Data exports
Enterprise security
Advanced API access
Skill based auto assignment

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Groove Features

Popular features found in Knowledge Management
Access Controls/Permissions
Catalog Management
Collaboration Tools
Commenting/Notes
Content Management
Data Import/Export
Discussions/Forums
Document Management
Self Service Portal
Text Editing
More features of Groove
Alerts/Escalation
Alerts/Notifications
API
Automated Routing
Autoresponders
Call Center Management
Chat/Messaging
Communication Management
Configurable Workflow
Contact Management
CRM
Customer Database
Customer Engagement
Customer Experience Management
Customer History
Customizable Branding
Customizable Fields
Customizable Reports
Customizable Templates
Dashboard
Drag & Drop
Email Management
Event Triggered Actions
Feedback Management
Full Text Search
Inbox Management
Interaction Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Language
Negative Feedback Management
Performance Metrics
Prioritization
Project Management
Queue Management
Real-Time Chat
Reporting/Analytics
Reporting & Statistics
Role-Based Permissions
Rules-Based Workflow
Search
Search/Filter
Sentiment Analysis
Service Level Agreement (SLA) Management
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Ticket Management
Widgets
Workflow Management
WYSIWYG Editor

Groove Integrations

GitHub

Mailchimp

Meta for Business

Shopify

Stripe

Slack

See all 13 integrations

Groove User Reviews

Overall Rating

4.5

Ratings Breakdown

64%

29%

Secondary Ratings

Ease of Use

4.6

Value for money

4.5

Customer support

4.7

Functionality

4.2

Maxwel B.

Verified reviewer

Marketing and Advertising

2-10 employees

Used daily for more than 2 years

Review source

Reviewed October 2019

Best way to manage your customer support network

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

My favorite feature in Groove is the canned replies. If you get frequent support tickets and need an easy answer for them, you can write them early and pull them out to answer the same question over and over again. I use Canned replies for our Proactive Support. We let our clients know the issues they are having before they even know they are having them.

Cons:

Frequent updates move features around and sometimes makes it difficult to find something that you use every day. Also they have a feature in which you can halt a reply for sending up to 30 seconds after hitting send, though it does not work for emails you start. Only ones you reply to.

Josh T.

Verified reviewer

Used daily for more than 2 years

Review source

Reviewed April 2018

Useful and easy to use!

We are helping to solve the issues that clients get when using their websites. It's been a great way to keep on top of problems that are being reported.

Ratings Breakdown

Ease of use

Functionality

Pros:

It is good to keep track of all the support requests that we get in. It's a great way to keep on top of issues reported by clients.

Cons:

The user interface can be slow sometimes to use, but I think they are doing a refresh soon so hopefully that will solve it.

Ash K.

Computer Games

11-50 employees

Used daily for less than 2 years

Review source

Reviewed January 2018

Longing for more features and better metrics

Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Groove is easy to use and has a clean interface. It's quite simple to make additions to both canned responses and your knowledge base. You can make rules to send things to various folders, which is nice. It has integration with our NPS software (Delighted).

Cons:

Groove lacks a significant amount of features. You can only view metrics based on pre-determined periods of time and you cannot adjust on a custom range. You have no easy way to view how many tickets an agent answered in the prior day. You can't pull random tickets for QC. You can't add tags to your knowledge base articles. Agent collision happens regularly and there is no "play" button to automatically go from ticket to ticket. There isn't an easy way to prioritize customers by spend. You can't set "office hours" so that you'll automatically send a different auto-reply based on whether you're in the office or not.

Martin B.

Verified reviewer

Computer Software

Used unspecified for less than 6 months

Review source

Reviewed September 2015

The most easy to use and transparent support app

We've been switching from our previous (free) support system over to a new one lately. After testing a dozen of different services in process, we instantly fell in love with Groove in just a few days of live usage – especially with the clean and modern interface and the knowledge base functionality. Even though Groove lacks a few minor features, we've been informed they are on the roadmap already. In addition to this, Groove's got the most responsive and friendly team we've ever encountered, which is great and makes a lot of sense for a company creating a support system. Definitely not going anywhere anytime soon!

Ratings Breakdown

Ease of use

Value for money

Customer support

Pros:

- Clean and modern interface - Awesome knowledge base functionality - Great support and development team - Overall ease of use - Lots of integration possibilities - Best value for money

Cons:

We've missed a few features from our previous system, such as a possibility to split tickets and a more functional rich text editor. However, the guys at Groove promised us they're planning to get this into one of the next releases :)

Tim B.

Verified reviewer

Education Management

2-10 employees

Used unspecified for less than 12 months

Review source

Reviewed April 2016

Pretty good, give it a try.

I love the Groove blog. It's a must read for anyone making Saas. As a result I was trying to find a reason to use Groove. I signed up once we had enough customers and support requests to warrant having a KB. I have found the support ticketing system really quite good. Keeps things in order amongst our small team. I am frustrated by the KB though. In my opinion, it's not very user friendly...which has been a surprise given Grooves Blog. Overall, definitely worth a try and you can decide.

Ratings Breakdown

Ease of use

Value for money

Customer support

Pros:

Support Tickets Easy to get started Good support response

Cons:

KB hard to customize Not seeing improvements lately to KB

Piyush P.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for less than 6 months

Review source

Reviewed May 2017

The only helpdesk you need for your SaaS Business

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easy to setup. Multiple inboxes and ticket handling. Widget to include knowledge base into the web app.They have good decent integrations like facebook, twitter, slack.

Cons:

Can't show related articles when you open any article in the knowledgebase section. Layout customization could have been easier.

Saminu E.

Verified reviewer

Publishing

2-10 employees

Used daily for less than 6 months

Review source

Reviewed August 2019

I loved how Groove works/

Ratings Breakdown

Ease of use

Functionality

Pros:

I got to use Groove for some months before the company I work for decided to switch to another software. I've never had a single issue using Groove and I missed it.

Cons:

None that I know of. Groove is a really cool software.

Michael C.

Verified reviewer

Consumer Goods

11-50 employees

Used monthly for less than 2 years

Review source

Reviewed October 2018

A service-ticket platform with loads of features!

Groove lets us get feedback from our users when something isn't working and allows multiple people to work on a single issue with notes and actions tracked within the service.

Ratings Breakdown

Ease of use

Functionality

Pros:

The ability to track customer service tickets within our team, and get notified when a ticket is submitted via slack integration

Cons:

Currently, Groove is meeting all of our needs as a ticketing platform,

David H.

Verified reviewer

Online Media

2-10 employees

Used monthly for less than 12 months

Review source

Reviewed August 2016

Inexpensive FAQ platform

we use groovehq purely for managing our FAQ. it's very inexpensive to have a single-user account and handle the FAQ. most of our cs issues happen within our facebook fan page so we haven't used the CS component much.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

ticket-based cs management easy to setup, inexpensive faq platform

Cons:

does not have bulk mailing with templates