--- title: "Groove Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "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_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 August 3rd, 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 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 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 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 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 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 ## 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 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 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 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 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 JN Jamie N. Founder Information Technology and Services Used the software for: 2+ years ### "Best of the Best" February 5, 2024 5.0 Pros \* Easy to setup \* Easy for team members to use \* Simplicity is the ultimate sophistication Cons Absolutely nothing - the team and company are amazing. 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 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 TM Terence M. Technical Manager Computer & Network Security Used the software for: 2+ years ### "Best Ticketing System" June 5, 2024 5.0 Pros User friendly, track tickets easily and monitor agent performance. Cons So far there is noting i hate about Groove. Review Source LS Luca S. Full-Stack developer Computer Software Used the software for: 2+ years ### "The best customer helpdesk" March 1, 2019 5.0 I like the simple, beautiful dashboard. There are many features such as tagging, folders, and all that kind of stuff, but I rarely use them. They also have a knowledge base which looks good and can be set up in less than a minute. Pros Especially after Groove published their new, intuitive dashboard, Groove is the most simple and beautiful solution, while also affordable especially for small to medium teams. Cons There are a few minor bugs, but you almost never notice them. Plus, their support team is super helpful with those, and they let you know as soon as it's fixed. Also, invoices can't be sent per email which is cumbersome for tax purposes. Review Source Response from Groove Networks March 6, 2019 Thank you for your review, Luca! We really appreciate your feedback and are glad that you like the new Groove 2.0! TM Tomasz M. Owner Telecommunications Used the software for: 2+ years ### "Could be better" March 1, 2019 5.0 I use groove for support requests for my software. Pros I like emails organized as tasks/support requests. This was major feature why I moved from emails. Cons Emails are always expanded. If there is long discussion emails are getting longer and longer and then they are unreadable. Another very missing feature is ability to split emails into new ticket - users very often send new email using "Reply" on very old email and removing original content, event replying to email half year old, so this reopens old ticket instead of creating new one . Maybe there should be time limit when email reopens old ticket or creates new one. Review Source Response from Groove Networks March 6, 2019 Thanks for the feedback and suggestions, Tomasz! 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. 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.