# 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 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 ## 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 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 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 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 CZ Cedrick Z. Help Desk Information Technology and Services Used the software for: 2+ years ### "Best Ticketing Ever" June 3, 2024 5.0 Pros Very friendly user interface and navigation. Cons I don't have complaints with the product. Review Source MP Mayra P. Head of Marketing + Public Relations Non-Profit Organization Management Used the software for: 1-2 years ### "Groove Email Software + Knowledge Base " February 27, 2019 5.0 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. 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. Review Source Response from Groove Networks March 6, 2019 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? LK Lauren K. Financial Analyst Electrical/Electronic Manufacturing Used the software for: Less than 6 months ### "Go Groove!" February 13, 2024 4.0 Overall, Groove has been pleasant and has accomplished our main goal of gaining visibility into the requests coming to our team and allowing members to assist in the event someone is out of the office. Pros Groove has been a game changer for our Finance team! 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! Even though we aren't using the platform in it's true intent of a "ticketing" like system. 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. The Groove support team has been helpful when needed. Overall, we would recommend this platform to other businesses. Cons Groove lacks the capacity to export the data analytics provided in the report’s dashboard. This would be SUPER beneficial going forward! Review Source EG Eric G. Chief Clever Officer Accounting Used the software for: 2+ years ### "Groove Works, It's Easy to Use, and I LOVE IT!" February 26, 2019 5.0 I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my favorite is capturing social media all in one place. The tight integration between the knowledge base feature and the ticketing system is also a favorite of mine. They've taken the complexity of other systems out and left in all the features. I have tried them all, and as a consultant at 74 Systems helping accounting and other professional services companies with marketing, technology, workflow and automation, I've recommended and implemented the other "big industry names" in many different circumstances. Not anymore! Since I've been a Groove user, I've never had to look elsewhere and my time to delivery is a fraction of what it once was and my clients LOVE the simplicity and power of the product. Win, win, win. Pros Groove is really easy to use and does the job that far more complex systems do, better. It really makes the process of building and managing a ticketing system and a knowledge base easy. The integrations with Wordpress are really slick and the add on integrations with Slack and live chat support are just awesome. It's the ideal blend of performance, capability, integration, and function. It just works and it's a pleasure to use. Cons Mobile can be a bit challenging but it's gotten better over 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 SB Sarah B. Marketing Photographer Education Management Used the software for: 1-2 years ### "We use this product to track incoming projects" September 18, 2017 5.0 This product on a daily bases has helped me organize the request that come into our department, respond, and delegate them. I love this product. Pros I love this software because the ease of use and how helpful it is. We wanted to gather some analytics on how many request we get. This is the perfect product to use. It also helps use keep organize and able to assign different tasks to different people. Live changer. 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 JS Jenna S. Videographer Media Production Used the software for: 6-12 months ### "Takes custom support to the next level" April 22, 2019 4.0 Pros Helped our team consolidate operations around helpdesk/customer service emails and assign issues to the appropriate team right away as opposed to forwarding a bunch of emails Cons Needs a better way to filter out mail that you don't want coming in to the queue 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 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.