# Page 3 | Groove Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 3 - 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

# Page 3 - Reviews of Groove

## Showing most helpful reviews

Showing 51-75 of 87 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

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

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

VR

Verified Reviewer  
Head of Product  
Real Estate  
Used the software for: Less than 6 months

### "The simplest and most effective support software to keep track and communicate with customers"

March 23, 2018

5.0

Pros

I like how easy it is to setup and get started. If you know how to use an email inbox then you know how to use Groove. It allows you to automate communication with your customers and keep up with any support questions they have. The add on's like Knowledge Base is great too so that you can add all the frequent questions and proactively provide answers.

Cons

It does need a lot better reports to understand how well support issues are being handles. I hear in the upcoming version this is a lot more powerful and has a lot more features.

Review Source

Martin B.  
  
Computer Software  
Used the software for: Less than 6 months

### "The most easy to use and transparent support app"

September 17, 2015

5.0

We've been switching from our previous (free) support system over to a new one lately. After testing a dozen of different services in process, we instantly fell in love with Groove in just a few days of live usage – especially with the clean and modern interface and the knowledge base functionality. Even though Groove lacks a few minor features, we've been informed they are on the roadmap already. In addition to this, Groove's got the most responsive and friendly team we've ever encountered, which is great and makes a lot of sense for a company creating a support system. Definitely not going anywhere anytime soon!

Pros

\- Clean and modern interface - Awesome knowledge base functionality - Great support and development team - Overall ease of use - Lots of integration possibilities - Best value for money

Cons

We've missed a few features from our previous system, such as a possibility to split tickets and a more functional rich text editor. However, the guys at Groove promised us they're planning to get this into one of the next releases :)

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

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

VR

Verified Reviewer  
Marketing Director  
Consumer Goods  
Used the software for: 1-2 years

### "Nothing bad to say"

November 1, 2017

5.0

Pros

Their customer service is incredible (not surprising for a customer service software company), and made our integration very fast and easy.

Cons

We ended up leaving for a newer lower priced competitor based solely on price. Due to the difficulties however, I think it would have been better to stay with Groove despite the increased cost.

Review Source

Tim B.  
  
Education Management  
Used the software for: 6-12 months

### "Pretty good, give it a try."

April 4, 2016

4.0

I love the Groove blog. It's a must read for anyone making Saas. As a result I was trying to find a reason to use Groove. I signed up once we had enough customers and support requests to warrant having a KB. I have found the support ticketing system really quite good. Keeps things in order amongst our small team. I am frustrated by the KB though. In my opinion, it's not very user friendly...which has been a surprise given Grooves Blog. Overall, definitely worth a try and you can decide.

Pros

Support Tickets Easy to get started Good support response

Cons

KB hard to customize Not seeing improvements lately to KB

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

MZ

Michael Z.  
VP  
Luxury Goods & Jewelry  
Used the software for: 2+ years

### "Perfect Tool For CRM"

April 18, 2019

5.0

Great customer service and product.

Pros

Simple and easy-to-use interface. Offers advanced rules to automate.

Cons

Nothing. Groove team has been constantly improving the system.

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

Piyush P.  
Co-Founder  
Information Technology and Services  
Used the software for: Less than 6 months

### "The only helpdesk you need for your SaaS Business"

May 3, 2017

5.0

Pros

Easy to setup. Multiple inboxes and ticket handling. Widget to include knowledge base into the web app.They have good decent integrations like facebook, twitter, slack.

Cons

Can't show related articles when you open any article in the knowledgebase section. Layout customization could have been easier.

Review Source

DF

Daniel F.  
Client Onboarding Specialist  
Consumer Services  
Used the software for: 1-2 years

### "Excellent Software Integrates with Salesforce"

June 18, 2018

5.0

Saves loads of time

Pros

I like that it automatically logs my gmail straight into salesforce quickly and easily. The calendar booking system is really useful for customers wanting to book a time to call.

Cons

Rarely doesn't find a record however is very easily fixed by manually searching and logging. Sometimes the logging bar gets in the way of the other gmail icons.

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

Saminu E.  
Customer Technical Support  
Publishing  
Used the software for: Less than 6 months

### "I loved how Groove works/"

August 30, 2019

5.0

Pros

I got to use Groove for some months before the company I work for decided to switch to another software. I've never had a single issue using Groove and I missed it.

Cons

None that I know of. Groove is a really cool software.

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

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

MF

Mark F.  
CEO  
  
Used the software for: 2+ years

### "I so want this to be better!"

January 4, 2017

2.0

I really like what Groove is all about as a company and what the product claims to be...Sadly, it falls well short of expectations.

Review Source

Michael C.  
Associate Manager, Instructional Development  
Consumer Goods  
Used the software for: 1-2 years

### "A service-ticket platform with loads of features!"

October 3, 2018

4.0

Groove lets us get feedback from our users when something isn't working and allows multiple people to work on a single issue with notes and actions tracked within the service.

Pros

The ability to track customer service tickets within our team, and get notified when a ticket is submitted via slack integration

Cons

Currently, Groove is meeting all of our needs as a ticketing platform,

Review Source

Erin D.  
Tier 1 SaaS Support  
Insurance  
Used the software for: 1-2 years

### "null"

December 26, 2016

3.0

Review Source

Alexander K.  
Business Developer  
Computer Software  
Used the software for: 1-2 years

### "null"

December 8, 2016

4.0

Review Source

AL

Anna L.  
Customer Support Lead  
  
Used the software for: 6-12 months

### "Love using Groove to take care of customer support tickets"

July 11, 2017

5.0

Efficient customer support platform

Pros

They have an awesome blog, it is very easy to use, you are able to merge tickets, has all features needed to provide efficient support.

Cons

It would be nice to hear of some new integration capabilities within Groove. I would like to see a customers shopify history while answering their ticket.

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

CM

Carlos M.  
Director of Design & Development  
Design  
Used the software for: Less than 6 months

### "The best support system out there for small businesses"

November 27, 2018

5.0

It has been a great benefit for our company. Now we have a way to track down tickets and get things resolved without losing emails. The interface is just great!

Pros

I love the interface and how easy is to use. We were using the software with 30 min of configuration. We love how the system is so simple and intuitive. I cannot say enough!

Cons

None. Really, I like the software and what has to offer!

Review Source

Jeffrey W.  
Co-Founder & CTO  
Computer Software  
Used the software for: 6-12 months

### "null"

November 4, 2015

5.0

Review Source

Similar Products

Featured