The Groove Report
Get a behind-the-scenes look at what we're working on.

New Reports in Beta, and our
New Tickets get a Makeover!

Added on Sep 15, 2014

The last few months we’ve been hard at work developing some very high demand features for our customers, and we’re pleased to announce that the fruits of our labor are finally sweet and ripe to enjoy.

We’re releasing a sneak peek of one of our largest new features in beta to all of our customer accounts. Don’t worry, all Groove accounts won’t be in beta. We’ll just be letting everyone test out Reports in production before we make our final tweaks. We also have a sleek New Ticket UI live on production right now, equipped with many highly requested enhancements.

Groove Reports in Beta: The wait is finally over! We’re very excited to announce that our new Reports are now in beta for public testing.

New Reports preview

Reports offers in-depth metrics on agent response and handling time, customer satisfaction ratings, most used labels, and most popular common replies for each Mailbox you have in your Groove Account.

Detailed metrics breakdown

Each metric is not only filterable by Mailbox in Groove, but we now offer over twice as many timeframes as our original dashboard to monitor your team’s performance.

Twice as many timeframes

Measure how successfully your Knowledge Base Articles cut down support requests for your team with Self Help Success, a tracker that measures the percentage of customers who send (or don’t send) a support email after viewing a Knowledge Base article.

Self Help Success metric

You can use our new Knowledge Base Analytics like most viewed articles, most common customer search terms and article usefulness (lets your customers vote on the usefulness of your Knowledge Base articles).

Knowledge Base Analytics

New Ticket UI Enhancements: We’ve completely rebuilt our New Ticket form! We’ve given New Tickets their very own page with a sleek, classy new interface. They’re cleaner, easier to navigate, and you’ll notice a shift in the UI between sending emails and logging phone calls to help avoid message mishaps.

New Ticket UI

Common Replies for New Tickets now reflect the same level of ease and organization as common replies in your ticket replies. Instead of a clunky, all-reply-inclusive dropdown list, just click Insert Message to search and view your common reply categories. You can create a New Ticket category to make your New Ticket common replies even easier to find. Common Replies also no longer auto-fill the subject for New Tickets, so you won’t have to worry about accidentally sending common reply titles as subjects to your customers!

The default Mailbox automatically sets to the last Mailbox viewed in Groove, so you no longer have to keep manually switching your sending Mailbox if you’re not working out of the first Mailbox on the account.

And, probably the most requested development for the New Ticket form, you can now add a CC or BCC to New Tickets making major communications to your customers 100 times easier to accomplish through Groove.

The war on parsing continues...

While getting Groove Reports in beta is the flashiest accomplishment we’ve made since our last report, we’ve continued to work on improving your overall Groove experience by fighting off parsing issues. A few posts back, we addressed some of our more notable improvements in the battle against email parsing issues, and announced our intentions to squash whatever remaining parsing bugs we could find with some help from you. And your help paid off.

We’ve now identified the majority of remaining parsing issues stemming from Microsoft Outlook are in relation to emails sent specifically from Microsoft Word. To combat the rest of these parsing fringe cases, we built a custom parser for Microsoft. There’s still plenty of work to be done on completely eliminating parsing issues with the goal to improve overall email readability, but now there’s a light at the end of the tunnel.

Groove live chat integrations are here!

Added on Aug 24, 2014

We’ve devoted the last two weeks at Groove to launching two exciting new integrations with the live chat services SnapEngage and Olark.

If you’re already using either of these services for your Live Chat, awesome! You can set up the integration from our Apps page where you see these integration buttons. We’ll generate a webhook for you to link into your chat provider, and you can get step-by-step set-up instructions from our Knowledge Base.

Screenshot of Live Chat Integrations in App Store

If you’re not using SnapEngage or Olark, you should start! They’re great. Sign up for a free trial of SnapEngage here, and a free trial of Olark here. Once your account is set up, you’ll be ready to integrate Live Chat with Groove.

If you’re still using Groove Live Chat, we’ll discontinue service after September 8th, so make your switch as soon as possible.

Here’s how the integrations will work:

We’ll filter offline messages sent through the Olark or SnapEngage widget right to your ticket queue for immediate response, and send completed chat transcripts to your closed folder for your records. You can use Chat as a channel to filter your transcripts into an easy access folder, or use Rules to automate follow-up emails to your chat conversations.

The biggest changes from Groove Chat you’ll notice is that you’ll be chatting in the Olark or SnapEngage UI. That’s actually a good thing since they both offer beautiful and elegant user interfaces jam packed with useful information on each and every customer.

Olark UI:

Screenshot of the Olark UI

SnapEngage UI:

Screenshot of the SnapEngage UI

You’ll also be using the Olark or SnapEngage widget. No worries, offline chat messages sent through the Olark and Snapengage widgets will still filter into your Groove ticket queue just like Groove widget messages, and both of their widgets are completely customizable to match your branding.

Screenshot of Customizable Widgets

In addition to Live Chat integrations, we also dedicated some time last week to tightening up the Groove Apps general performance. We reduced one of the most taxing queries on our database: delayed jobs. Delayed jobs are basically all the tasks queued up, waiting to execute. Reducing delayed jobs has improved performance overall, especially during times of heavy load.

Delayed Job Graph

Stay tuned, more exciting developments are underway!

Improving Groove Search and
a Database Upgrade

Added on Aug 11, 2014

Improving Groove Search and a Database Upgrade

We’re excited to report on some major projects we’ve dedicated our efforts to the past few weeks finally coming to fruition. Based on customer demand on some very valid woes, we’ve devoted our energy to improving our search functionality and increasing our database size.

Search Enhancements

We’ve transitioned to a new search engine for Groove: ElasticSearch. The chief difference between ElasticSearch and our former search engine is the ability to make changes and adaptations to the search results based on real time updates. It also provides for a better user experience in search overall. You’ll notice a faster, more accurate search, and wildcard matching so partial words and phrases will show in your results.

We’ve also expanded our search capabilities. Groove search previously had some limitations on what kinds of tickets it pulled up in the search results. New Tickets, Tweets, and Facebook Posts failed to appear, even when searching an exact content match. With our new search enhancements, you’ll be able to search by content for all channels, plus new tickets by email address, Tweets by Twitter Handle, and Facebook posts by Facebook name.

The visibility of ticket status from within the search has also received a tiny UI tweak. Prior searches would unify the appearance of new, unread tickets and read tickets. Like in the inbox, new tickets now appear in the search results as light blue.

Search Enhancements

Database Upgrade

Last Saturday we gave our database a makeover, increasing it’s size and processing power. You should have noticed a much faster Groove this week, even during peak periods. As you can see from the chart below, all transactions after the database upgrade on July 26th (red line) occur under 100ms.

Under 100ms Transaction Response Time

We're excited about these updates, and we know many of you will be, too!

Parsing, Parsing, Parsing

Added on Jul 21, 2014

We’ve devoted the last few weeks at Groove to improving what we feel is the most important aspect of Groove: your emails. We want you to have the most simple and elegant experience as possible when managing your emails with Groove, so we’ve been focusing our time and resources on cleaning up our email.

Parsing problems reveal themselves in the UI two ways, either by sending blank or empty replies in the place of a customer’s response, or producing a seemingly endless thread of response history making emails nearly impossible to read.

This week we’ve tackled some of our biggest parsing bugs to bring a cleaner, simpler email experience to your inbox.

Mozilla Thunderbird Parsing

We’re proud to announce this week that we’ve nipped one of our most notorious bugs, a particularly pesky parsing bug resulting in empty replies coming in from emails sent using the client Mozilla Thunderbird.

You might recognize this bug by responseless emails, seemingly only echoing your most recent reply.

Thunderbird bug

In the past, if plagued with an email affected by the dreaded Thunderbird bug, you could only solve the mystery of the missing reply by digging through your emails at the source for the original email. Thunderbird emails now parse nicely into Groove, so you won’t have to search through your email client for lost customer replies for any more of your Thunderbird using customers.

Parsing Plain Text Emails

You might have noticed you’ll receive an email thread from a certain customer that appears to be nothing more than an infinite thread of comment history, making customer responses very difficult to read or reference.

Plain Text Emails bug

The majority of these parsing issues were caused by a few different versions of Outlook, that we nipped in the bud back in the beginning of June. We noticed a few lingering cases attributed to plain text emails. We’ve recently ironed the bulk of these remaining cases, considerably improving even more of your email readability.

Please Note: We haven’t completely eliminated the parsing cases causing these comment history issues, but you’ll definitely see the # of emails affected by this parsing problem diminish after this update.

Custom Parsing for Yahoo

You also might have noticed a handful of emails trickle in with totally blank replies.

Yahoo bug

We found a majority of those blank emails were a result of customers replying inline via Yahoo. We built a custom parser specifically for the Yahoo client to eliminate missing messages coming from Yahoo Users.

Better Visibility for CCs and Multiple Emails

We’ve always listed any CCs on an email right under the customer name and subject headline, but any extra email addresses included in the To: field instead of under CC would not appear in Groove. While your responses wouldn’t go to the unknown email addresses, it still wasn’t clear what parties were included in the initial email thread.

This week we’ve improved the CC functionality. Now any additional addresses included in the To: field will now show up alongside CCed emails, so you can see every email address listed on a ticket thread, and have even more control over who receives your replies.

Better Visibility for CCs

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