# Groove Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Groove the right Knowledge Management solution for you? Explore 87 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/143005/Groove/reviews --- 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 March 13th, 2026 # Reviews of Groove Ease of use 4.6 Customer Service 4.7 ## Pros and Cons in Reviews 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 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 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 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 JK Joseph K DirectorConsumer Services, 2 - 10 employeesUsed the software for: Less than 6 months. “What I liked most about GrooveHQ is its seamless integration of artificial intelligence, which has drastically improved our response times and accuracy.“ August 8, 2024 KS Kelechi S Digital MarketingOnline Media, Self-employedUsed the software for: Less than 6 months. “It's not easy to navigate around the software.“ August 20, 2020 KM Kelly M Board SupportManagement Consulting, 2 - 10 employeesUsed the software for: 1-2 years. “The read confirmation function and the post it notes - helps us communicate internally without the client seeing.“ September 10, 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 JS Josh S. IT Coordinator Legal Services Used the software for: 1-2 years ### "Great help desk tool with knowledge base" May 29, 2025 4.0 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. Review Source AI Amy I. Homeowner Support Management Consulting Used the software for: 1-2 years ### "Great business email provider" September 10, 2024 5.0 It has been easy to transition over from Gmail. I like the email templates you are able to set up for quick responses. 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. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) Outgrew what Gmail could offer our company. Review Source CH Carrie H. Board and Vendor Relations Commercial Real Estate Used the software for: 1-2 years ### "Groove is good for our team" September 10, 2024 5.0 Overall, I think that it has been a good tool for our team. 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. 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 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 EM Emily M. Homeowner Support Non-Profit Organization Management Used the software for: 1-2 years ### "Awesome App!" September 10, 2024 5.0 Overall, my experience with Groove has been great! It's made emailing a lot more easier and feel more organized. 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. 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 EC Emanuela C. Campaign Manager Consumer Services Used the software for: 2+ years ### "Easy to use and very efficient!" January 24, 2024 5.0 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 Review Source LM Lo M. Customer Happiness Used the software for: 1-2 years ### "Great look, needs some work on search and reporting" January 5, 2017 4.0 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. 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 Review Source KP Kirsten P. Support Specialist Computer Software Used the software for: 2+ years ### "Fueled by Happiness Rating" February 28, 2019 5.0 Pros What I like most about Groove is the ability to integrate so many things into it. For instance, when a customer reaches out to us I am able to see all of their account information right in groove. Cons The thing I like the least about Groove is being unable to set tickets to pending. This is a functionality that was replaced by a "Snooze" feature in Groove 2.0. I think it says a lot about a product that the thing I like the least was replaced by a potentially better feature that I just need to get used to and determine how to make work for my needs. Review Source Response from Groove Networks March 1, 2019 Hi Kirsten, we really appreciate your positive feedback. Thank you for sharing it! Regarding replacement of "pending" with "snooze", we know that it's not easy to get used to a change especially if you were using specific feature on a daily basis. We hope that, in a long-term, you will see the benefit of snooze which gives you more flexibility than pending. Did you get a chance to try the new "indefinite snooze" feature? When you snooze a conversation indefinitely, no re-open time is set, and it will stay snoozed until a user ¿unsnoozes¿ manually or changes the status back to open/close. It serves the same purpose as the "pending" status. LLL Ling Ling L. Distribution Associate Publishing Used the software for: 1-2 years ### "Groove keeps both the customer and the employee in mind" April 20, 2017 5.0 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! 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. Review Source MM Mark M. Developer Information Technology and Services Used the software for: 1-2 years ### "Great for multiple projects" February 27, 2019 5.0 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. Review Source Response from Groove Networks February 28, 2019 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 PH Peter H. Enterprise Account Executive Marketing and Advertising Used the software for: 6-12 months ### "The most powerful communication software I know" June 15, 2022 5.0 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. Review Source LM Laurens M. Co-founder Airlines/Aviation Used the software for: 2+ years ### "Easy and affordable" February 26, 2019 5.0 Their support is AMAZING. They always respond quickly and friendly. Problems are quickly fixed. Suggestions are always considered. I often receive updates on my feature requests. Pros Groove is great value for money. Functionality is updated all the time. The new 2.0 software looks awesome and is easy to use. Cons It's still a bit limited in functionality, but that's nitpicking. Review Source JG Jacki G. Owner Used the software for: 2+ years ### "Best Tool I use!" May 17, 2018 5.0 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. Review Source iM ian M. Managing Director Information Technology and Services Used the software for: 6-12 months ### "Go Groove" June 14, 2021 5.0 My team works with many tools but there choice is Groove as it is very user friendly. Pros Grrove is very easy to use works well with Salesforce. It has all the tracking features we love most. Cons I have nothing bad to say about Groove and we use it daily. My team likes the product very much and will continue usuing it. Review Source EH Evan H. Partnerships Marketing and Advertising Used the software for: Less than 6 months ### "Groove" May 8, 2022 5.0 Groove was recently rolled out to help with CRM management. It has been efficient in syncing with Salesforce to track communication with partners Pros Groove has the ability to track that emails have been opened. This is helpful for prospecting and client outreach. There is also calendar scheduling functionality that I plan to utilize further. Cons It would be helpful to track who specifically opened the emails that are sent, particularly if it is widely forwarded within an organization. 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 TJ Tyler J. VP of Business Development Computer Software Used the software for: Less than 6 months ### "Groove working well for us!" January 9, 2017 5.0 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! 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. Review Source KM Kate M. Author Happiness Advocate Publishing Used the software for: 6-12 months ### "Groove is very intuitive and makes it easy to answer a lot of tickets in not a lot of time." November 21, 2017 4.0 Pros I love the canned responses, the integration with our help center, and the ability to merge tickets. Cons The "undo send" feature doesn't always work when I need it to. It also sometimes provides random names for our users, so I always have to double check that I'm addressing the right name. 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