--- title: "Groove Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Groove. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Groove is a good fit for you!" source_url: "https://www.softwareadvice.com/product/110166-Groove/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Distribution CRM Software](https://www.softwareadvice.com/category/3846-distribution-crm/) / [Groove](https://www.softwareadvice.com/product/110166-Groove/) / Groove Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/product/110166-Groove/) Reviews [Alternatives](https://www.softwareadvice.com/product/110166-Groove/alternatives/) # Groove User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 87 ### Secondary ratings - Ease of use: 4.6/5 - Customer support: 4.7/5 - Value for money: 4.5/5 - Functionality: 4.2/5 ### Rating distribution - 5 stars: 56 reviews (64%) - 4 stars: 25 reviews (29%) - 3 stars: 3 reviews (3%) - 2 stars: 3 reviews (3%) - 1 star: 0 reviews (0%) ### Most mentioned pros - I use it daily (almost 2-3 hours working through Groove emails) and receive suggestions, summary and edit the message according to the customers I am sending it to feels great and changed the pov for our customers too as they felt communication was more personalised. - It has allowed us to successfully gain visibility into the various requests from our customers and is playing a huge role in team members being able to support each other more effectively! - New features notification helps me being always up-to-date with new implementations, and quick video explaination made a huge difference for my team too. ## Groove customer reviews Showing reviews 1-25 of 87 (page 1). ### Best way to manage your customer support network - Overall rating: 5/5 - Reviewer: Maxwel B. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### Great solution - Overall rating: 5/5 - Reviewer: Joseph K. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: August 2024 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros What I liked most about GrooveHQ is its seamless integration of artificial intelligence, which has drastically improved our response times and accuracy. The centralized ticket management system ensures no request gets lost, and the overall organization of emails has streamlined our communication processes. Additionally, the support team is incredibly responsive, and the pricing is unbeatable for the value it provides. This combination of features has truly optimized our customer service operations. #### Cons While GrooveHQ is overall an excellent tool, one downside is that the initial setup and customization can be somewhat time-consuming. It took us a bit of time to fully configure the system to meet our specific needs. But we switch from solution used since 8 years #### Reasons for switching to Groove Price and really bad support service. Our cost become expensiv without any awesome new function. --- ### Longing for more features and better metrics - Overall rating: 3/5 - Reviewer: Ash K. - Industry: Computer Games - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 4/5 - Value for money: 2/5 - Customer support: 4/5 - Functionality: 1/5 #### 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. --- ### Easy to manage the knowledge base & ticketing system! - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: October 2021 - Review source details: This review was submitted organically. No incentive was offered Knowledge base & ticketing system at the same tool makes the life easier with Groove. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Functionality: 5/5 #### Pros It's easy to manage the knowledge base & ticketing system mainly for SaaS companies with Groove. #### Cons They can offer more features to customize the webpage of knowledge base. #### Reasons for switching to Groove Ticketing system is more advanced in Groove. --- ### Great business email provider - Overall rating: 5/5 - Reviewer: Amy I. - Verified reviewer: Yes - Industry: Management Consulting - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2024 - Review source details: This review was submitted organically. No incentive was offered It has been easy to transition over from Gmail. I like the email templates you are able to set up for quick responses. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros To be able to work as a team and be able to jump in and help out if they are out. #### Cons There is nothing that I don't like about Groove. #### Reasons for switching to Groove Outgrew what Gmail could offer our company. --- ### Great look, needs some work on search and reporting - Overall rating: 4/5 - Reviewer: Lo M. - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We initially chose Groove because we found it really easy to use, it didn't feel robotic and clunky from to our customers, you guys offered simple and easy tagging, and the promise of the added snooze feature. Those things have been great for us and I think has made our move to Groove a step above email. There is a lot of room for improvement in a couple of areas I can see. First would be search - I find Groove's search functionality slow and clunky. Almost every time I need to search for something, I find myself going back to Gmail and since this is something I do daily, I always need to have the account open in Groove and in Gmail. Our hope in this switch was to completely get out of email and the search functionality has made that impossible. I love being able to use the search operators Google has and if they're available in Groove as well I have not figured out how to get them to work. Additionally, the time frames I can search are very limiting. I have also found the reporting to be lackluster. We want to use this to help make our product better and we use tags on our messages to help keep track of what our customers are writing in about. It is helpful to see how many times each tag has been added to a message but that doesn't really give me the whole picture. I need to be able to see the messages themselves, which leads me back to the search function, and because the tags don't translate back into Gmail I'm stuck with the search available. If all I wanted to do was answer customer emails quickly in a pretty environment, Groove will get the job done without an issue. Because we're trying to use customer support to make our product better, I think there is a bit of a disconnect. There are a couple smaller bugs I see regularly but haven't been bothersome enough to write into support. For example, if I make a typo when I'm typing a tag in and backspace, then I am no longer able to use my arrow keys to navigate up and down the auto-complete list. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros Pretty, easy to get new people on and teach them how to use the basic functions, tagging is super easy #### Cons Search, snooze options are limiting and need to be available when I'm composing a message, reporting --- ### Groove is good for our team - Overall rating: 5/5 - Reviewer: Carrie H. - Verified reviewer: Yes - Industry: Commercial Real Estate - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2024 - Review source details: This review was submitted organically. No incentive was offered Overall, I think that it has been a good tool for our team. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Easy to share inboxes with work colleagues. #### Cons Needs a contact book and hard to forward email within organization, forwarding or sending to 2 addresses does not seem to work well. --- ### Useful and easy to use! - Overall rating: 5/5 - Reviewer: Josh T. - Verified reviewer: Yes - Product usage: Used daily for more than 2 years - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Functionality: 4/5 #### 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. --- ### The most easy to use and transparent support app - Overall rating: 5/5 - Reviewer: Martin B. - Verified reviewer: Yes - Industry: Computer Software - Product usage: Used unspecified for less than 6 months - Reviewed: September 2015 - Review source details: This review was submitted organically. No incentive was offered 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 #### 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 :) --- ### Pretty good, give it a try. - Overall rating: 4/5 - Reviewer: Tim B. - Verified reviewer: Yes - Industry: Education Management - Company size: 2-10 employees - Product usage: Used unspecified for less than 12 months - Reviewed: April 2016 - Review source details: This review was submitted organically. No incentive was offered 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: 4/5 - Value for money: 4/5 - Customer support: 4/5 #### Pros Support Tickets Easy to get started Good support response #### Cons KB hard to customize Not seeing improvements lately to KB --- ### Awesome App! - Overall rating: 5/5 - Reviewer: Emily M. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2024 - Review source details: This review was submitted organically. No incentive was offered Overall, my experience with Groove has been great! It's made emailing a lot more easier and feel more organized. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like the ability to tag emails to better sort them, and being able to have multiple inboxes in the same location #### Cons Theres not anything that I currently dislike about Groove. --- ### Great Email software - Overall rating: 5/5 - Reviewer: Kelly M. - Verified reviewer: Yes - Industry: Management Consulting - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2024 - Review source details: This review was submitted organically. No incentive was offered I personally like Groove and it is very user friendly, I have always been an outlook user but the transition was easy. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The read confirmation function and the post it notes - helps us communicate internally without the client seeing. #### Cons Not being able to reply to an earlier thread of conversation. --- ### Groove HQ is awesome! - Overall rating: 5/5 - Reviewer: Bryson S. - Verified reviewer: Yes - Industry: Construction - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2024 - Review source details: This review was submitted organically. No incentive was offered The overall experience with Groove was fantastic. It's a great product for the price and we were very pleased with the product from start to finish. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Ease of use, quick and effective customer support. Modern feeling UI. #### Cons I didn't have any cons to using Groove that I can think of. --- ### Excellent support and a pretty great product too. - Overall rating: 4/5 - Reviewer: Micah W. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 2-10 employees - Product usage: Used weekly for more than 2 years - Reviewed: January 2024 - Review source details: This review was submitted organically. No incentive was offered Very good. You keep making improvements. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The primary functionality that Groove provides (help desk, communication between users, etc…) is quite good. #### Cons Groove should be able to suggest canned or unique replies to tickets based on our content. --- ### Merchline.com - Nate Murray review - Overall rating: 4/5 - Reviewer: Nathan M. - Industry: Retail - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Hey guys, really enjoy the product. Keep up the great work. Here is some feedback from using the app for over a year now: The search function has become better than what it used to be, but it still has a long way to go. We have all of our tickets synched to a webhook we set up in our Slack account, and we find ourselves searching within Slack to find details/tickets/customers within that channel with far greater effect than searching natively within Groove. The relevancy of searches doesn't make sense most of the time, and searching for the details that we need just takes too much time sifting through when searching within Groove. There needs to be a way to effectively view/sort Labels. I can see the list of Labels we've created by going to Settings > Ticketing > Labels, but I have no way to view the tickets that have been assigned those Labels. Doing a search for the text string of the Label within the Search field doesn't always produce results. The ability to label tickets and then be able to categorize them and efficiently reference them is a bit imperative. Overall, pleased with the ease of use of the app, and overall interface. These features above will only enhance and make it better from our opinion. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros (see my review on previous page) #### Cons (see my review on previous page) --- ### Great, simple to use help desk software - Overall rating: 5/5 - Reviewer: Francois D. - Verified reviewer: Yes - Industry: Computer Software - Company size: 2-10 employees - Product usage: Used weekly for less than 6 months - Reviewed: August 2024 - Review source details: This review was submitted organically. No incentive was offered Super easy to get set up and their customer support is the most helpful #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Groove was super easy to implement in our project. They have a bunch of prebuillt features that are easy to add or configure from their web interface. It was pain free to add and from our testing, looks fairly robust. Customer support is also super helpful and quick to respond. #### Cons There was a cosmetic feature lacking from their software but after a quick chat with their customer support, they added the feature we were missing within a week! --- ### Great way to organize tickets and split them among a support team - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Internet - Company size: 11-50 employees - Product usage: Used weekly for more than 2 years - Reviewed: March 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros I like how easy it is to apply and filter tickets by tags, and the built-in snooze function to bring back tickets you can't answer at the present but don't want to forget about. #### Cons Seems to be laggy/buggy as email load increases to significant levels: the unread ticket count doesn't sync/can lag behind the actual unread ticket count. --- ### Groove Review - Overall rating: 5/5 - Reviewer: Loganne Y. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 201-500 employees - Product usage: Used monthly for less than 12 months - Reviewed: September 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Great collaboration tool that helped achieve the goals set within the company. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Great way for multiple people to collaborate as one. #### Cons Not many people within the company were familiar with it or had used it in the past. --- ### Best Tool I use! - Overall rating: 5/5 - Reviewer: Jacki G. - Verified reviewer: Yes - Product usage: Used daily for more than 2 years - Reviewed: May 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to navigate and organize messages, love the accuracy when dealing with customer and that it integrates to my Slack #### Cons Wish it was easier to toggle between assigned users, now it is difficult to respond then have to go back in to reassign. --- ### Nothing bad to say - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 11-50 employees - Product usage: Used weekly for less than 2 years - Reviewed: November 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Their customer service is incredible (not surprising for a customer service software company), and made our integration very fast and easy. #### Cons We ended up leaving for a newer lower priced competitor based solely on price. Due to the difficulties however, I think it would have been better to stay with Groove despite the increased cost. --- ### Perfect Tool For CRM - Overall rating: 5/5 - Reviewer: Michael Z. - Verified reviewer: Yes - Industry: Luxury Goods & Jewelry - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2019 - Review source details: This review was submitted organically. No incentive was offered Great customer service and product. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Simple and easy-to-use interface. Offers advanced rules to automate. #### Cons Nothing. Groove team has been constantly improving the system. --- ### Excellent Software Integrates with Salesforce - Overall rating: 5/5 - Reviewer: Daniel F. - Industry: Consumer Services - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Saves loads of time #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I like that it automatically logs my gmail straight into salesforce quickly and easily. The calendar booking system is really useful for customers wanting to book a time to call. #### Cons Rarely doesn't find a record however is very easily fixed by manually searching and logging. Sometimes the logging bar gets in the way of the other gmail icons. --- ### Great Software! - Overall rating: 5/5 - Reviewer: Lana D. - Industry: Photography - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Love Groove! It's made it much more simple to set up and operate our customer service emails! Love love love! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It's easy to use! Doesn't have hard to operate features and systems like Desk.com did. #### Cons There are still some features that could use some tweaking. (It would be nice to undo a merge.) --- ### Love using Groove to take care of customer support tickets - Overall rating: 5/5 - Reviewer: Anna L. - Product usage: Used daily for less than 12 months - Reviewed: July 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Efficient customer support platform #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros They have an awesome blog, it is very easy to use, you are able to merge tickets, has all features needed to provide efficient support. #### Cons It would be nice to hear of some new integration capabilities within Groove. I would like to see a customers shopify history while answering their ticket. --- ### The best support system out there for small businesses - Overall rating: 5/5 - Reviewer: Carlos M. - Verified reviewer: Yes - Industry: Design - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It has been a great benefit for our company. Now we have a way to track down tickets and get things resolved without losing emails. The interface is just great! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I love the interface and how easy is to use. We were using the software with 30 min of configuration. We love how the system is so simple and intuitive. I cannot say enough! #### Cons None. Really, I like the software and what has to offer! ## More reviews [Next reviews](https://www.softwareadvice.com/product/110166-Groove/reviews/?page=2) --- Groove Reviews, Pros and Cons - 2026 Software Advice