--- title: "Groove Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Groove the right Customer Success solution for you? Explore 87 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/143005/Groove/reviews/" page_type: "reviews" language: "en" --- Groove 4.5 (87) [View alternatives](https://www.capterra.com/p/143005/Groove/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated September 28th, 2026 # Reviews of Groove Ease of use 4.6 Customer Service 4.7 ## Pros and Cons in Reviews JS Josh S IT CoordinatorLegal Services, 51 - 200 employeesUsed the software for: 1-2 years. “Sleek UI, and the fact that Groove has a knowledge base that you can publish to users is a really nice bonus.“ May 29, 2025 LK Lauren K Financial AnalystElectrical/Electronic Manufacturing, 201 - 500 employeesUsed the software for: Less than 6 months. “Groove lacks the capacity to export the data analytics provided in the report’s dashboard.“ February 13, 2024 JK Jaap K DirectorStaffing and Recruiting, 51 - 200 employeesUsed the software for: More than 2 years. “It helps us to have an overview of all communications with employees and clients and make it easy to assign communication or tasks to different departments or persons.“ August 29, 2024 JW Jared W Enterprise Account ExecutiveComputer Software, 501 - 1,000 employeesUsed the software for: 6-12 months. “Groove feels clunky to me in how it interacts with my Gmail/Calendar and it's felt like more of an obstacle than an enabling software.“ February 16, 2021 LK Lauren K Financial AnalystElectrical/Electronic Manufacturing, 201 - 500 employeesUsed the software for: Less than 6 months. “It has still managed to help us with our number one priority of allowing our team to fully support each other without having to create and manage several shared mailboxes in Outlook.“ February 13, 2024 JK Joseph K DirectorConsumer Services, 2 - 10 employeesUsed the software for: Less than 6 months. “The centralized ticket management system ensures no request gets lost, and the overall organization of emails has streamlined our communication processes.“ August 8, 2024 ## Showing most helpful reviews Showing 1-25 of 87 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Brady B. M. CEO Health, Wellness and Fitness Used the software for: 2+ years ### ""GrooveHQ simplifies our customer experience and consolidates our capabilities so we can be efficient"" November 21, 2024 5.0 GrooveHQ has been there for us for years and continues to innovate! Pros "GrooveHQ simplifies our customer experience and consolidates our capabilities so we can be efficient" Cons No live phone support. this makes it hard for us to deal with immediate issues we may have. Review Source JK Jaap K. Director Staffing and Recruiting Used the software for: 2+ years ### "Groove helps us to improve our service to employees and clients" August 29, 2024 5.0 It helps us to have an overview of all communications with employees and clients and make it easy to assign communication or tasks to different departments or persons. Pros We like groove because everybody in the team has access to the shared mailbox, but only the tickets who needs attention. In compare with a shared mailbox, or shared e-mail address where you have to read all e-mails, is in groove only visible what needs to be done. The groove team is continuously improving the systems and in case of questions their support team is really helpful. Cons It miss sometimes some functions you are used to have from your e-mail program. However, it brings you to rethink your work progress, or in case it's really important you can contact Groove and they are always open to help you. Switched from [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) Shared mailboxes in outlook are not a good option to have a good overview of open tickets. Groove makes this overview much better for us. Review Source JW Jared W. Enterprise Account Executive Computer Software Used the software for: 6-12 months ### "Not nearly as efficient as Outreach" February 16, 2021 2.0 I am sending prospecting emails to break into new accounts and reach new customers. It helps me to have tracked tasks and efficient email and call outreach day in and day out. Pros I do like that I can organize the order of the people I'm reaching out to in my flows. There are a few really good things about Groove from a flow building and Salesforce data retention front that are helpful. Cons Coming from Outreach, Groove isn't nearly as powerful or easy to use. There are so many things I preferred to do in Outreach that I can't do in Groove. Outreach's bulk import, the quick way to search for contacts that had been contacted just by searching the domain, looking at past email conversations, and better insight into email engagement are all things I had in Outreach that are glaringly missing from Groove. Groove feels clunky to me in how it interacts with my Gmail/Calendar and it's felt like more of an obstacle than an enabling software. Switched from [Outreach](https://www.capterra.com/p/159318/Outreach/) Wasn't my choice it was forced upon us. Review Source JK Joseph K. Director Consumer Services Used the software for: Less than 6 months ### "Great solution" August 8, 2024 5.0 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 Switched from [Trengo](https://www.capterra.com/p/177967/Trengo/) Price and really bad support service. Our cost become expensiv without any awesome new function. Review Source VR Verified Reviewer Senior Digital Marketing Associate Computer Software Used the software for: 6-12 months ### "Easy to manage the knowledge base & ticketing system!" October 13, 2021 4.0 Knowledge base & ticketing system at the same tool makes the life easier with Groove. 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. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Ticketing system is more advanced in Groove. Review Source VR Verified Reviewer CEO Information Technology and Services Used the software for: 2+ years ### "Support software by people who excell at giving support ;-)" May 23, 2024 5.0 Pros If you judge support software by the quality of the way they offer you support , this is the right address. Also hardly any downtime since the day we started using Groove (december 2017!). And the whole product is frankly super easy to implement and get people onboarded on. Cons Their roadmap is quite full so some stuff on our wishlist can take time to get implemented but eventually it does ;-) Reason for choosing Groove just so easy to implement and simple to use... Review Source Maxwel B. Customer Success Marketing and Advertising Used the software for: 2+ years ### "Best way to manage your customer support network" October 10, 2019 5.0 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. Review Source VR Verified Reviewer Customer Service Representative Events Services Used the software for: 2+ years ### "Great for customer support" December 5, 2018 5.0 Groove helps us keep on top of our customers' needs and gives us lots of options as a support team. Pros Groove works really well for our ticketing system. We can assign customer support tickets to various groups and people and we can track how they have moved throughout the system. Groove offers helpful stats and integrations and even has the option to house multiple knowledge bases through the same place. Cons The only thing I haven't liked is that the auto-refresh function didn't seem consistent so there were times when multiple people responded to the same ticket because they didn't see that it had been closed. This has probably been updated with their new Beta. Review Source Josh T. Web Developer Used the software for: 2+ years ### "Useful and easy to use!" April 30, 2018 5.0 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. 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. Review Source BB Brendon B. Ecommerce Director & Digital Marketing Apparel & Fashion Used the software for: 1-2 years ### "Simplified ticketing for small teams" July 16, 2018 4.0 Pros Groove has some great features: Mailboxes (with assigned teams) with incoming email addresses for different topics, canned replies, tagging, assignment, email notifications. The interface is intuitive even for my veteran staff, and the Zapier integration is a bonus! Cons Groove lacks customizable embeddable web forms, so you are stuck with their big green "?" or a workaround via email Zapier. Reporting could be better - more details helps managers make better-informed judgements about staff performance. Review Source KM Kelly M. Board Support Management Consulting Used the software for: 1-2 years ### "Great Email software" September 10, 2024 5.0 I personally like Groove and it is very user friendly, I have always been an outlook user but the transition was easy. 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. Review Source BS Bryson S. Systems Administrator Construction Used the software for: 1-2 years ### "Groove HQ is awesome!" August 5, 2024 5.0 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. 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. Review Source MW Micah W. Psychosocial and Digital Care Health, Wellness and Fitness Used the software for: 2+ years ### "Excellent support and a pretty great product too." January 31, 2024 4.0 Very good. You keep making improvements. 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. Review Source NM Nathan M. President Retail Used the software for: 1-2 years ### "Merchline.com - Nate Murray review" January 4, 2017 4.0 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. Pros (see my review on previous page) Cons (see my review on previous page) Review Source FD Francois D. Developer Computer Software Used the software for: Less than 6 months ### "Great, simple to use help desk software" August 1, 2024 5.0 Super easy to get set up and their customer support is the most helpful 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! Review Source AP Ashlie P. Founder Management Consulting Used the software for: 1-2 years ### "Great Support Software - Especially if You Use Infusionsoft" January 13, 2018 4.0 This is definitely a powerful and reliable helpdesk software! Pros It integrates with AccessAlly and Infusionsoft, is reliable, easy to set up and use, and has the ability to customize with your branding. It isn't very expensive and does what it is supposed to. It has the Knowledge Base and widget ability which is a huge plus. It doesn't make customers log in which makes it easier for them. Cons I'd like to see even more of an ability to customize the appearance of the widget and knowledge base. Review Source TR Thomas R. IT Support Engineer Telecommunications Used the software for: 6-12 months ### "Streamlined Customer Support with Intuitive Tools and Solid Performance" June 17, 2024 5.0 Pros Groove HQ is designed with simplicity in mind, making it easy for teams to onboard and use without extensive training. Cons While Groove is generally user-friendly, mastering its more advanced features like automation rules and integrations may require a bit of a learning curve for some users. Review Source AS Andrew S. BDR Computer Software Used the software for: 1-2 years ### "Helps keep prospects warm and up to date." April 7, 2020 5.0 Use it every single day, could not do my job without a tool like this. Support is very quick to address any challenges or issues I face. Pros Helps me with my day-to-day sales grind. Tracks my calls, emails, linkedin messages, texts even, and integrates back into my Salesforce and ZoomInfo accounts. Cons Could have better tracking functionality, linkedin for example would be great to be able to track engagements. Review Source ES Eric S. COO Consumer Goods Used the software for: 2+ years ### "Best Customer Support Service for Startups" January 10, 2017 5.0 We've been using Groove for 2 years, and it has never disappointed. From answering our very first customer support questions before our product launched, to a full team of 8 reps actively using, it has all of the features and simplicity to meet you wherever your organization is. Pros The company lives and breathes customer support. You can see it in their product, but the blog and product support are amazing extensions. Cons No mobile app yet.. Review Source EB Elissa B. Project Manager Used the software for: Less than 6 months ### "Simple ticket management & knowledge base" May 4, 2018 4.0 Pros As a very small team that didn't need tons of bells and whistles, Groove is a great way to manage support tickets and a knowledge base. It's easy for team members to assign/collaborate on tickets, leave notes for other agents or for their own internal reference, merge multiple tickets, tag tickets, etc. Customer service is very good -- they're quick to respond and very friendly. Cons The reporting is not as robust as more expensive competitors, though this should be expected at the price range. This might have only been a minor use case issue for us, but we didn't like that we couldn't send internal emails from one Groove mailbox to another. Also, you need another email address or integration with something like Slack to be notified when you're tagged in a note. Review Source FD Fraser D. Product Marketing Executive Computer Software Used the software for: 6-12 months ### "Groove is nice and simple, but lacks one key feature" August 17, 2018 4.0 Pros \- very easy to use, and makes resolving issues quick and painless - collaboration is simplified, and the ability to customize tickets is useful Cons \- reporting. Groove has it, but it is very limited in its functionality. there's no way of monitoring progress or tracking actions Review Source LD Lana D. Customer Service Manager Photography Used the software for: 1-2 years ### "Great Software!" January 4, 2017 5.0 Love Groove! It's made it much more simple to set up and operate our customer service emails! Love love love! 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.) Review Source JR Josh R. Account Executive Used the software for: Less than 6 months ### "Excellent Product If You Love Gmail" June 1, 2018 5.0 Pros Groove made life a whole lot easier with their functionality of staying inside of Gmail while being able to use and operate their tool. You don't have to jump from tab to tab, but can rather stay in one spot and get everything that you need to done. Cons Outside of Gmail, it's a little tricky to navigate and still get what you need to done. If they could bring the ease of use that they have inside of Gmail, outside of Gmail, this would be the best tool ever. They are too Gmail specific. Review Source RL Robert L. BD Manager Used the software for: 6-12 months ### "Great way to handle day to day customer issues" June 7, 2017 4.0 Pros The email integration is perfect and it's fairly simple to get used to. The ability to create different templates to use is a huge time-saver. Cons The edit field for emails is pretty wonky and can get frustrating if you like to write and then go back to edit. Otherwise great. Review Source DK David K. Marketing Manager Financial Services Used the software for: 1-2 years ### "Decent entry-level support system if you don't have much need for advanced features" March 6, 2018 4.0 Good support system at a reasonable price for teams looking just for basic support features. You could use more advanced systems, like Zendesk, but it may be overkill for many teams. Pros Created by an incredible company with a wonderful CEO who writes some great articles about business and entrepreneurship. It's the perfect support/ticketing tool for small businesses. Canned replies make it simple to send automatic replies to people. Also some features like filtering make the process easy too. Cons It's built for small businesses, so tools like Zendesk offer much more flexibility and advanced features as a business grows. The report is basic and sometimes inaccurate. The feature set is lacking when you grow to a 20+ person team. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.