--- title: "Helply Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Helply. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Helply 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/) / [Knowledge Management Software](https://www.softwareadvice.com/help-desk/knowledge-management-comparison/) / [Helply](https://www.softwareadvice.com/product/110166-Groove/) / Helply 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/) # Helply 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. ## Helply customer reviews Showing reviews 1-25 of 87 (page 1). ### The most easy to use and transparent support app - Overall rating: 5/5 - Reviewer: Martin B. - Industry: Computer Software - Product usage: less than 1 year - 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 :) --- ### Great help desk tool with knowledge base - Overall rating: 4/5 - Reviewer: Josh S. - Industry: Legal Services - Company size: 51-200 employees - Product usage: 1-3 years · daily - Reviewed: May 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Sleek UI, and the fact that Groove has a knowledge base that you can publish to users is a really nice bonus. #### Cons Groove is a little on the expensive side; in the world of AI, we found we didn't need all of the extra features that came with a bigger price tag. --- ### Longing for more features and better metrics - Overall rating: 3/5 - Reviewer: Verified Reviewer - Industry: Computer Games - Company size: 11-50 employees - Product usage: 1-3 years · daily - 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. --- ### Absolutely love Groove and won't be using anything else as long as they're around - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: 3-5 years · daily - Reviewed: January 2024 - Review source details: This review was submitted organically. No incentive was offered Awesome, from the moment we installed, we've been blown away with the platform and their willingness to listen to feedback and adapt as they go. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It's clearly made by a team who has used other platforms and know the short comings of them all. They want to make the best system possible while also keeping it fast and easy to use. We've come up against no walls with trying to use it in the way we need to and when we've asked any questions, the team is friendly, down to earth and just want to help make life easy. Shout out to Graham as well, love the work mate, thanks for the help! #### Cons Can't think of a thing. It's been great. --- ### Human-centered ticketing system - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: 3-5 years · daily - Reviewed: January 2024 - Review source details: This review was submitted organically. No incentive was offered Groove is the smartest "abstraction layer" over email I've seen so far. We don't think in terms of E-Mails any more (you wouldn't know there are any), but individual customer threads in a proper ticketing system. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Consider that pricing is not related to the amount of emails you receive or send. The ticket archive keeps growing, but you don't pay more over the years. That's great. #### Cons The interface is not as snappy as a desktop email client, so there is friction when you start using it. But as far as web technology is concerned, it's as good as it gets. --- ### Easy to use and very efficient! - Overall rating: 5/5 - Reviewer: Ema C. - Industry: Consumer Services - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: January 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: 5/5 #### Pros The whole set up is very easy to use, the AI features was a complete game changer for my daily work. 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. 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. #### Cons Not a big fan of the rating from customers --- ### Groove Email Software + Knowledge Base - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Non-Profit Organization Management - Company size: 11-50 employees - Product usage: 1-3 years · daily - Reviewed: February 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The ability to add notes, tags, snooze conversations, and create rules and folders has made my emails more organized than ever before. Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails. Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects. This is further aided by our Knowledge Base, which has helped so many customers be more self-sufficient and find detailed answers to their questions without having to email staff and cut in to our already jam-packed schedules. Groove has helped us turn one of our most tedious and time consuming major project into a streamlined, easy to manage task. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros In terms of the Email Software: You can have multiple inboxes in one single account, which is just absolutely amazing. You have the option of viewing emails as separate inboxes/categories (within the same homepage), or listing them as one streamlined inbox. The latter has boosted my email productivity significantly across multiple work emails, freelance emails, and personal emails. In terms of the Knowledge Base: It is so simple to add an article and organize it accordingly! It's super user-friendly and easy to navigate. Set up is easy. If you don't have coding experience, there's nothing to worry about! The software is intuitive and you won't need any coding at all. For those of us that have dabbled with coding—well, it's incredibly refreshing to not worry about fumbling with the bells and whistles to create something easy to navigate, sleek, and stylish. Less time focusing on the "busy" work, more time focusing on what's important: the content. #### Cons The ability to log phone calls through Groove has be revolutionary to me. It's changed the way I work. However, the functionality of logging phone calls is a bit behind all other features of Groove; it still needs some work. But, considering that's the only downside (and, admittedly, not a huge deal), it's definitely not something to worry about or a deciding factor. #### Vendor response Hi Mayra, thanks for taking the time to leave us such a detailed review on Capterra. Your feedback is very valuable and I was wondering if you would be potentially interested in publishing a customer story with Groove on our website? Replied March 2019 --- ### Helps keep support and sales on track - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: less than 1 year · daily - Reviewed: September 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 have been using groove to ensure timely communication with new clients and that check-ins with clients are performed at the correct intervals. For sales we use it to ensure that no one gets missed in the follow up process after demos or leading up to a demo. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros I like the automatic reminders about what needs to be done each day. It takes the guess work out of what you should be doing first or next when you sit down to start your day. It is easy to use when setting up flows and integrates well with salesforce. #### Cons There are some things that would be great if you could automate, like adding people into flows when specific actions happen. I have tried to make some of this work but ended up being more trouble than it was worth. --- ### I hope this is the right Groove :) - Overall rating: 4/5 - Reviewer: Verified Reviewer - Industry: Consumer Services - Company size: Self-Employed - Product usage: 1-3 years · weekly - Reviewed: November 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It Helps me keep my sanity! If this is the Groove that I am reviewing, the ability to put on my playlist and headphones keeps me sane :) #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros Okay, so at first I was a bit upset about having to learn a new music player through Microsoft. But I quickly embraced the Groove and love to use it! #### Cons I haven't had time to go through and learn all of the features and so I am not sure what I am missing. There wasn't a tutorial that I saw when it got installed and I think that would have been helpful. --- ### 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: 3-5 years · weekly - 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. --- ### Manages our support inboxes with ease! - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Non-Profit Organization Management - Company size: 11-50 employees - Product usage: 3-5 years · daily - Reviewed: February 2020 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Groove does what it sets out to in the most simple and easy to use manner. Shared Inboxes allow teams working on programs to efficiently respond to members. Coming from emails request with multiple recipients we ran into a lot of collision (having multiple agents respond simultaneously), but now you can see when/if a message has been answered and even when another agent is reviewing or responding IN REAL-TIME! Not to mention canned-replies allow teams to hone responses to common questions and agents can send accurate answers, consistently! #### Cons Searching for closed requests can be difficult, especially when searching for a particular issue. You can use tags, however it would require tagging every message, consistently while predicting queries necessary in the future. --- ### Groove keeps both the customer and the employee in mind - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Publishing - Company size: 11-50 employees - Product usage: 1-3 years · daily - Reviewed: April 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Groove is an excellent customer service support platform because it makes sharing and discussing cases much easier in a convenient manner. Groove allows for internal notes, auto-fills in emails if you've emailed that specific individual before, allows for merging cases, alarms, different statuses, different mailboxes within the same interface, and much more. Groove also makes use of color coding for the different features available, such as yellow for internal notes. Groove also allows for multiple users to be logged on Groove at the same time, which allows multiple users to view the same ticket -- a feature that was missing from a different support platform I've tried previously. Groove's own customer support is also extremely friendly and responsive, and they're great at keeping you updated. I especially enjoy reading the articles from their blog! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros * Multiple users able to be logged in at the same time * Notes feature * Merging ability * Customizable settings by user * Multiple mailboxes * Tracker * App integration * Friendly and very responsive support team (quick to fix bugs) #### Cons * It'd be nice if the Notes feature also had the rich text formatting options available (you can use them if you copy/paste though). * It'd be nice if we could minimize past emails in a thread so we don't have to scroll through them all each time. --- ### Great for multiple projects - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: 1-3 years · weekly - Reviewed: February 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: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The ability to support multiple projects within the same subscriptions is great. Since the recent revamp, the only thing that didn't support multiple projects, the knowledge base, now supports this. We manage a few completely different projects so its great that they are all supported under the same account. #### Cons Since the revamp, not much... I wish the small side navigation menu had a pull out version that actually had text for the navigation... on a large monitor i don't need to save the screen real estate and the icons are not the most intuitive. Not sure if there are hover over tool tips but if there are they don't seem to work for me so I find myself clicking through a few icons until I find what I want. If I was being really picky, a mobile app for the inbox would be useful so I can respond to questions even if Im out and about, but it isn't a deal-breaker for us. #### Vendor response Hi Mark, thanks for your feedback! We are happy that Groove helps you to work with multiple projects. Regarding the icons, we have recently added a tooltip text. If you mouse over any of the icons now, you should be able to see it. We hope that it will help to resolve some of the confusion. For the mobile app, this is already on our roadmap and will be coming later this year. Cheers, Agata from Groove Replied February 2019 --- ### The most powerful communication software I know - Overall rating: 5/5 - Reviewer: Peter H. - Industry: Marketing and Advertising - Company size: 1001-5000 employees - Product usage: less than 1 year · daily - Reviewed: June 2022 - 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 I absolutely love the broad automation functions of Groove that optimise all of my outbound communication and the tracking behind it. In my opinion Groove the most important software beneath Salesforce for any sales professional. It safes time, brings efficiency and transparence to my daily worklife. Especially the tracking of my own sales activities tackles a big pain of mine. #### Cons There is actually no weakness of this software. I really like and use many of Grooves functions. --- ### Love the company and the product - Overall rating: 5/5 - Reviewer: Ronald P. - Industry: Information Technology and Services - Company size: Self-Employed - Product usage: 3-5 years · daily - Reviewed: February 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Great blog and support from Groove. I've learned a lot about providing great customer service to my clients. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It is easy to use and fits my need as a small company. It just fits that we can use email for support and use Groove as a way to manage that interaction. The knowledgeable is very helpful for us. #### Cons There are features I don't use but no complaints. #### Vendor response Thanks for your Capterra review, Ronald! We are happy to hear that you found not only the product helpful but also the blog :) Replied March 2019 --- ### Groove Review - Overall rating: 5/5 - Reviewer: Verified Reviewer - Industry: Hospital & Health Care - Company size: 201-500 employees - Product usage: less than 1 year · monthly - 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. - Product usage: 3-5 years · daily - 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: 1-3 years · weekly - 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: Verified Reviewer - Industry: Luxury Goods & Jewelry - Company size: 11-50 employees - Product usage: 3-5 years · daily - 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. --- ### The only helpdesk you need for your SaaS Business - Overall rating: 5/5 - Reviewer: Piyush P. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: less than 1 year · daily - Reviewed: May 2017 - 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 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. --- ### I loved how Groove works/ - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Publishing - Company size: 2-10 employees - Product usage: less than 1 year · daily - Reviewed: August 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 - Functionality: 5/5 #### 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. --- ### Groove working well for us! - Overall rating: 5/5 - Reviewer: Tyler J. - Industry: Computer Software - Company size: 2-10 employees - Product usage: less than 1 year · daily - 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've been using Groove for just a month or two now, but it's been helping us big time. We were using Slack to communicate about support requests and project management, but it became difficult as more requests and projects were taking place. We started using Groove and it's been really helpful for not only managing support requests but communicating in App with our clients. Big fans so far! #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Ease of use. We started using it for support issues and it instantly made everything more efficient, allowing multiple people to weigh in on multiple issues without confusion. #### Cons Trying to figure out the best way to handle internal support issues without include clients. --- ### Love using Groove to take care of customer support tickets - Overall rating: 5/5 - Reviewer: Verified Reviewer - Product usage: less than 1 year · daily - 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. - Industry: Design - Company size: 2-10 employees - Product usage: less than 1 year · daily - 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! --- ### Good product. user friendly. - Overall rating: 3/5 - Reviewer: Verified Reviewer - Industry: Legal Services - Company size: 2-10 employees - Product usage: 3-5 years · weekly - Reviewed: February 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: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros That it plays music when I need it to on occasion. #### Cons I don't really have any cons. It works well and does what it's supposed to do. maybe a little slow sometimes. ---