It has plenty of features I can explore.

What are the best aspects of this product?

This platform offers a plethora of features that I find useful for propelling our business forward. Its interface is very easy to follow—nice, clean, and intuitive too. Reporting and analytics are some of its strongest suits, alongside other great features such as mailbox segmentation, notifications, merge tickets, etc.

What aspects are problematic or could work better?

It takes a while for the platform to refresh. This means that users may log in and not be informed of the changes on the tickets they own until a few hours into their shift.

What specific problems in your company were solved by this product?

Groove works hand-in-hand with Chatra, our instant messaging bot, to make sure that all messages that enter our system are promptly addressed. I love how it allows us to work with Gmail as well if it becomes absolutely necessary. We’re currently exploring the snooze and scheduling features—but I have yet to come up with a conclusion regarding these tools.

Are you a current user of this product?

No