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

We’ve Teamed Up With Slack for
One Groovy Chat App

Added on Oct 22, 2014

Greetings Groovers! I deliver this Groove Report today with some awesome news… Groove and Slack have joined forces to complete an awesome integration now available in our Groove Apps menu!

But first of all, a little background…

What is Slack?

Slack is a collaborative team chat app that keeps all of your communication in one place, instantly searchable, and available wherever you go. It’s great for remote teams, small teams, large teams, any teams that want to keep in constant contact with each other on projects in real time. If you’re not already using Slack, you can check them out here: https://slack.com/

So, what does this mean for Groove?

The Groove/Slack integration will send notifications of incoming tickets (and a variety of other notification preferences) right into your Slack Chat Room in it’s own Groove Channel. You can use these notifications to collaborate with your team in real time about customer questions without even leaving your chat room.

You can also set up desktop notifications through Slack to receive pop-up alerts of incoming tickets in Groove.

Connect Groove agent’s names to Slack @names to @notify them when a tickets is assigned or customer responds.

And connect your Slack Chat room to any Mailbox, and receive as many or as few notifications as you need.

It’s easy for anyone on the team to hook up, connects automatically, and you can find it in our Apps Menu under Team Chat Apps.

But, that’s not all we did in the last 2 weeks!

Last Groove Report we announced some changes we’ve made to the New Ticket form. Based on customer feedback, we’ve made two new changes to the form’s functionality to simplify your workflow even more.

You can now auto-fill subjects in New Tickets. The original New Ticket form would auto-fill a common reply title as the subject headline, meeting with mixed reviews. For those would would title their common replies generic things like "Closing - Feedback," it sometime resulted in embarrassing subject headlines sent to customers. When we released the new New Ticket Form, we eliminated this UX oversight.

Customers on their New Ticket game, however, actually loved that feature and hated when we removed it. They had savvily set up their Common Reply titles to function as subject headlines, and this change through a massive wrench in their workflow. Hearing this feedback from several of our customers, we decided to build a compromise.

In addition to a Common Reply title, we now include a subject line so you can add subjects to common replies. When you insert a subject in your common reply, it’ll autopopulate for New Ticket responses. That way, if you want well crafted subject headlines to your emails, you can still use short and easy to remember titles for search purposes, and avoid embarrassing subject accidents.

Mailbox now defaults to the last Mailbox sent from. In the original New Ticket form, new tickets default sent from the first Mailbox added on the Groove account. That was no good at all, so we changed the sending Mailbox to default as the last Mailbox viewed from tickets. After releasing the new New Ticket form, we heard feedback from customers that we were wrong still, and the best course of action would be to default from the last Mailbox a New Ticket was sent from. So there you have it. The New Tickets now default send from the last Mailbox a New Ticket was sent from.

It’s been a busy few weeks, but there’s always more to come. You can always come to the Groove Report to find updates on the latest and greatest product development in Groove.

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!

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