--- title: "Page 2 | Helply Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 2 - Is Helply 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=2" page_type: "reviews" language: "en" publication_date: "2026-11-01" --- Helply 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 November 1st, 2026 # Page 2 - Reviews of Helply ## Showing most helpful reviews Showing 26-50 of 87 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Josh S. IT Coordinator Used the software for: 1-3 years ### "Great help desk tool with knowledge base" June 2, 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 Head of Customer Care Used the software for: 3-5 years ### "Absolutely love Groove and won't be using anything else as long as they're around" January 25, 2024 5.0 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. 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. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Review Source Softwareentwickler Used the software for: 1-3 years ### "Mobil nicht nutzbar, keine Weiterentwicklung und sehr, sehr langsam" October 22, 2020 2.0 Groove war eine tolle Erfahrung und wir haben über 1 Jahr damit unseren Support abgewickelt. Allerdings spart es kaum Arbeit im Vergleich zu einem normalen Mailclienten. Da wir stark wachsen, suchen wir nun ein Tool, welches unsere Mitarbeiter mit automatischen Vorschlägen unterstützt. Außerdem finden wir eine mobile Bedienbarkeit im Jahr 2020 als absolute Grundvoraussetzung für so ein System. Das kann Groove leider nicht bieten. Pros Erster Eindruck war sehr positiv, Groove bietet innovative Funktionen wie z.B. die Anbindung einer Knowledge Base und die API. Groove hat eine übersichtliche Benutzeroberfläche, die einfach zu bedienen ist, auch wenn das aggressive blau einem irgendwann nervt, wenn man den ganzen Tag damit arbeiten muss... Cons Leider entwickelt sich Groove scheinbar nicht weiter. Als wir die Software vor einem Jahr eingeführt haben, wurde uns versprochen, dass ein Chat-Widget "in kürze" Verfügbar ist. Das ist leider bis heute nicht der Fall. Außerdem ist die Software sehr oft sehr langsam und manchmal aktualisiert der Browser plötzlich das gesamte Fenster und alle Eingaben verschwinden. Groove ist außerdem auf mobilen Geräten (Smartphones) nicht nutzbar. Zwar gibt es eine responsive Ansicht, die allerdings ist sehr fehlerhaft und man kann z.B. bei einem Ticket jeweils nur die letzte Nachricht lesen und kann nicht auf den Verlauf zugreifen. Die Integrationen zu fremden Apps sind sehr begrenzt und nicht sinnvoll nutzbar. Wir haben das Mailchimp-Plugin installiert, was generell funktionstüchtig ist, allerdings nicht praxisorientiert. So klappt das Menü automatisch immer wieder ein und man muss bei jedem Ticket erst das Mailchimp-Menü in der Sidebar erneut aufklappen. Groove bietet leider auch nichts wirklich neues, innovatives. Die Regeln können keine Antworten an den Absender versenden. Automatische Vorschläge aufgrund der Knowledge Base gibt es nicht. An einen Mailbot über Künstliche Intelligenz, wie die Wettbewerber das machen, ist nicht zu denken. Review Source CTO Used the software for: 3-5 years ### "Human-centered ticketing system" January 22, 2024 4.0 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. 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. Switched from [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/)[Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/) Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Review Source Ema C. Campaign Manager Used the software for: 3-5 years ### "Easy to use and very efficient!" January 27, 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 Head of Marketing + Public Relations Used the software for: 1-3 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? Jamie N. Founder Used the software for: 3-5 years ### "Best of the Best" February 7, 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. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Review Source AI Amy I. Homeowner Support Used the software for: 1-3 years ### "Great business email provider" September 11, 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 Outgrew what Gmail could offer our company. Review Source Customer Happiness Used the software for: 1-3 years ### "Great look, needs some work on search and reporting" May 17, 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 Carrie H. Board and Vendor Relations Used the software for: 1-3 years ### "Groove is good for our team" September 12, 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 LK Lauren K. Financial Analyst Used the software for: Less than 1 year ### "Go Groove!" May 16, 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 EM Emily M. Homeowner Support Used the software for: 1-3 years ### "Awesome App!" September 13, 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 CZ Cedrick Z. Help Desk Used the software for: 3-5 years ### "Best Ticketing Ever" June 5, 2024 5.0 Pros Very friendly user interface and navigation. Cons I don't have complaints with the product. Review Source Support Specialist Used the software for: 3-5 years ### "Fueled by Happiness Rating" March 1, 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. Director of Technology Used the software for: 3-5 years ### "Manages our support inboxes with ease!" February 11, 2020 5.0 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. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Chief Clever Officer Used the software for: 3-5 years ### "Groove Works, It's Easy to Use, and I LOVE IT!" February 27, 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 Distribution Associate Used the software for: 1-3 years ### "Groove keeps both the customer and the employee in mind" May 17, 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 TM Terence M. Technical Manager Used the software for: 3-5 years ### "Best Ticketing System" June 7, 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 Chief Operations Officer Used the software for: Less than 1 year ### "Helps keep support and sales on track" September 26, 2018 4.0 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. 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. Review Source Developer Used the software for: 1-3 years ### "Great for multiple projects" February 28, 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 Luca S. Full-Stack developer Used the software for: 3-5 years ### "The best customer helpdesk" March 4, 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! Peter H. Enterprise Account Executive Used the software for: Less than 1 year ### "The most powerful communication software I know" June 16, 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 Owner Used the software for: 3-5 years ### "Could be better" March 5, 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! Community Manager Used the software for: 1-3 years ### "Longing for more features and better metrics" January 12, 2018 3.0 Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly. 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. Review Source Ronald P. President Used the software for: 3-5 years ### "Love the company and the product" February 27, 2019 5.0 Great blog and support from Groove. I've learned a lot about providing great customer service to my clients. 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. Review Source Response from Groove Networks March 6, 2019 Thanks for your Capterra review, Ronald! We are happy to hear that you found not only the product helpful but also the blog :) 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.