Its main selling point is usability.

What are the best aspects of this product?

I love how Groove keeps its toolbox clutter-free and relevant. It does not have all the unnecessary tools that some solutions have—mostly services that users never get around to using. Instead, it focuses on improving the essentials, such as its Knowledge Base and ticketing system. These two are its bread and butter, and it offers users convenience and efficiency. How did we ever function without Groove? The merging of tickets itself is such a big convenience.

What aspects are problematic or could work better?

The UI is quite dated. This translates to an older interface of the Knowledge Base too. I wish they gave us more freedom to customize this section. I also have some issues with internal messaging. It seems like users can't send tickets between Groove mailboxes.

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

We needed a more high-powered email system that could help us address the traffic we'd get daily. Groove has been the perfect solution because not only does it look out for ticketing duplicates, but it also allows us to establish rapport with our customers by adding side notes to each account.

Are you a current user of this product?

Yes