# Page 2 | Groove Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 2 - Reviews of Groove ## Showing most helpful reviews Showing 26-50 of 87 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use LY Loganne Y. Ultrasound Technologist Hospital & Health Care Used the software for: 6-12 months ### "Groove Review" September 9, 2024 5.0 Great collaboration tool that helped achieve the goals set within the company. Pros Great way for multiple people to collaborate as one. Cons Not many people within the company were familiar with it or had used it in the past. 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 VR Verified Reviewer CEO Information Technology and Services Used the software for: 2+ years ### "Support software by people who excell at giving support ;-)" May 23, 2024 5.0 Pros If you judge support software by the quality of the way they offer you support , this is the right address. Also hardly any downtime since the day we started using Groove (december 2017!). And the whole product is frankly super easy to implement and get people onboarded on. Cons Their roadmap is quite full so some stuff on our wishlist can take time to get implemented but eventually it does ;-) Reason for choosing Groove just so easy to implement and simple to use... 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 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 EM Ezra M. Head of Customer Care Information Technology and Services Used the software for: 2+ years ### "Absolutely love Groove and won't be using anything else as long as they're around" January 24, 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. Review Source VR Verified Reviewer Softwareentwickler Information Technology and Services Used the software for: 1-2 years ### "Mobil nicht nutzbar, keine Weiterentwicklung und sehr, sehr langsam" October 21, 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 ES Ensons S. CTO Information Technology and Services Used the software for: 2+ years ### "Human-centered ticketing system" January 19, 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. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) 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? 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 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. 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 VR Verified Reviewer Customer Service Representative Events Services Used the software for: 2+ years ### "Great for customer support" December 5, 2018 5.0 Groove helps us keep on top of our customers' needs and gives us lots of options as a support team. Pros Groove works really well for our ticketing system. We can assign customer support tickets to various groups and people and we can track how they have moved throughout the system. Groove offers helpful stats and integrations and even has the option to house multiple knowledge bases through the same place. Cons The only thing I haven't liked is that the auto-refresh function didn't seem consistent so there were times when multiple people responded to the same ticket because they didn't see that it had been closed. This has probably been updated with their new Beta. Review Source WT William T. Director of Technology Non-Profit Organization Management Used the software for: 2+ years ### "Manages our support inboxes with ease!" February 6, 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 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 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 VR Verified Reviewer Chief Operations Officer Computer Software Used the software for: 6-12 months ### "Helps keep support and sales on track" September 19, 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 MW Micah W. Psychosocial and Digital Care Health, Wellness and Fitness Used the software for: 2+ years ### "Excellent support and a pretty great product too." January 31, 2024 4.0 Very good. You keep making improvements. Pros The primary functionality that Groove provides (help desk, communication between users, etc…) is quite good. Cons Groove should be able to suggest canned or unique replies to tickets based on our content. 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! NM Nathan M. President Retail Used the software for: 1-2 years ### "Merchline.com - Nate Murray review" January 4, 2017 4.0 Hey guys, really enjoy the product. Keep up the great work. Here is some feedback from using the app for over a year now: The search function has become better than what it used to be, but it still has a long way to go. We have all of our tickets synched to a webhook we set up in our Slack account, and we find ourselves searching within Slack to find details/tickets/customers within that channel with far greater effect than searching natively within Groove. The relevancy of searches doesn't make sense most of the time, and searching for the details that we need just takes too much time sifting through when searching within Groove. There needs to be a way to effectively view/sort Labels. I can see the list of Labels we've created by going to Settings > Ticketing > Labels, but I have no way to view the tickets that have been assigned those Labels. Doing a search for the text string of the Label within the Search field doesn't always produce results. The ability to label tickets and then be able to categorize them and efficiently reference them is a bit imperative. Overall, pleased with the ease of use of the app, and overall interface. These features above will only enhance and make it better from our opinion. Pros (see my review on previous page) Cons (see my review on previous page) Review Source 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! AK Ash K. Community Manager Computer Games Used the software for: 1-2 years ### "Longing for more features and better metrics" January 11, 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 RP Ronald P. President Information Technology and Services Used the software for: 2+ years ### "Love the company and the product" February 26, 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 :) VR Verified Reviewer Director of Administration Y Research Consumer Services Used the software for: 1-2 years ### "I hope this is the right Groove :)" November 8, 2019 4.0 It Helps me keep my sanity! If this is the Groove that I am reviewing, the ability to put on my playlist and headphones keeps me sane :) Pros Okay, so at first I was a bit upset about having to learn a new music player through Microsoft. But I quickly embraced the Groove and love to use it! Cons I haven't had time to go through and learn all of the features and so I am not sure what I am missing. There wasn't a tutorial that I saw when it got installed and I think that would have been helpful. Review Source VR Verified Reviewer Data Delver and Word Wrangler Internet Used the software for: 2+ years ### "Great way to organize tickets and split them among a support team" March 31, 2018 4.0 Pros I like how easy it is to apply and filter tickets by tags, and the built-in snooze function to bring back tickets you can't answer at the present but don't want to forget about. Cons Seems to be laggy/buggy as email load increases to significant levels: the unread ticket count doesn't sync/can lag behind the actual unread ticket count. Review Source Similar Products Featured