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

Zapier Integration Is LIVE!
(Easily Integrate Groove With
350+ of Your Favorite Apps)

Added on Apr 20, 2015

After an awesome few weeks of beta testing spent kicking the tires on Groove’s latest integration, we’re excited to announce that Zapier is now live in the Groove Apps Store.

That means that without knowing how to code, you can integrate Groove with hundreds of apps, including ones that you probably already use.

We’re also excited to be one of the very first partners to offer Embedded Zaps, which let you install popular integrations in a couple of clicks, right from the Groove Apps Store.

To get started with the Zapier integration, head over to the Apps Store in your account. For help, check out this article with step-by-step instructions for setting up the integration.

Other Core Product Updates

Stripping Signatures

Ever seen an email signature that’s way, way, way too long?

Having that signature appear on every email is annoying, overwhelming and time-consuming to scroll through.

To cut down on how much you have to scroll through your support emails, Groove will now strip email signatures from all but the first email in a thread.

Parsing

We’re continuing to patch up the few remaining email parsing issues (where super-long email threads sometimes get unwieldy). It’s only affecting a small handful of customers, but we’re working hard to eliminate it for good.

Merging Enhancements,
Beanstalk Integration and an
Awesome Grasshopper Hack

Added on Feb 23, 2015

This week, we’re excited to share a feature update that makes merging tickets a breeze, a couple of awesome Groove integrations built using our API, and a brilliant hack that one customer shared that uses Grasshopper and Groove together to turn voicemails into support tickets.

Merging Enhancements

When customers submit two requests for the same issue, or submit a request that fits under a previous ticket, Merging lets you combine the tickets into one. This helps you avoid having multiple conversations going on with a customer at once, and keeps everything tidily in a single thread.

We just made some cool updates to the way merging works in Groove.

In the right sidebar of any Groove ticket, you’ll see the five most recent tickets from that customer.

Now, to merge the ticket you’re viewing with a previous ticket, you can simply hover your cursor over the ticket, and a Merge button will appear.

If the past ticket you want to merge isn’t in the five most recent tickets, just click Show More to see the rest.

Check out more detailed instructions in the Groove Knowledge Base, and happy merging!

Featured Integration: Beanstalk

Beanstalk, an app for hassle-free, hosted version control and deployments used by more than 70,000 companies, just released an integration that lets you to associate your Git and Subversion commits with Groove tickets. Read more about Beanstalk and their new Groove integration here.

Want to build your own Groove integration? Check out our API docs to get started.

One Customer’s Brilliant Groove/Grasshopper Hack

One resourceful customer, who asked to be identified only as “an elated Groove customer,” was generous enough to share a great hack for integrating Groove with Grasshopper.

Here’s how he did it:

We set up a 1-800 number with a main greeting and a menu of extensions: 1 for support, 2 for sales, etc… The extensions are very flexible, and there’s no extra charge for a sizable phone tree if you need one.

We send every extension directly to voicemail, but you can configure extensions to forward to arbitrary other numbers if you prefer, or to forward certain calls selectively during business hours.

Every voicemail left for an extension triggers a Grasshopper notification to an email address you specify; that email contains an auto-transcription and an attached MP3 recording.

It’s trivial to set up the Groove integration — we just set our support@ inbox as the destination for voicemails on the support extension, and so on for sales@, info@, etc…

Groove requires no extra configuration once you’ve linked it to an inbox, list, or alias. The MP3 recordings are attached to tickets in the Groove client; Chrome plays MP3s in-browser; and we use notes to update a ticket after we return calls. Soon, we’ll set up a fax line that pushes scanned documents to the correct Groove inbox, too.

The result: every email inbox, every phone call, and every fax is sent to the correct Groove inbox; support & other calls can be triaged by the right people; and no one has fielded 3am support calls from Singapore on a personal cell. The latter is a miracle for small & globally-distributed teams, at a trivial monthly expense.

The actual setup took less than 15 minutes, including the custom voice recording, after waiting about 2 days for a custom 1-800 number to propagate. It’s even faster if you select a local or non-vanity toll-free number.

Got Groove hacks of your own? Let us know and we’ll share them with the world :-)

Integrations With MailChimp,
Campaign Monitor and
Constant Contact Are Here!

Added on Feb 16, 2015

If you, like most businesses, have an email list, you’re going to like today’s news.

Groove’s newest integrations with MailChimp, Campaign Monitor and Constant Contact are now live and ready to use.

The new integrations make it easy to manage your subscriber lists right from your help desk.

That means that if a customer emails you asking to be unsubscribed or added to a particular list, you no longer have to leave Groove to make that happen.

With the new email add-ons, you can:

  • See customer mailing list subscriptions next to every ticket
  • View a customer’s profile for any mailing list
  • Subscribe or unsubscribe a customer from a Mailchimp list without leaving Groove

The integrations hook up in a single easy step with OAuth. To set them up, just go to the Apps Store from your Groove account page.

Once you’ve got one of the integrations set up, you’ll see each customer’s mailing list information in the right sidebar of every ticket, where you can add them to any list:

Or unsubscribe them:

We’ve put together some detailed setup guides for each of the new integrations:

Enjoy!

And as always, if you’d love to see Groove integrate with your favorite apps, just fill out our Integration Request Survey.

State Of The App, February 2015

Added on Feb 3, 2015

If you’re reading this post, chances are good that you already use Groove.

As odd as it might be, I’d like to start this product update post with a huge, heartfelt thank you.

Many of you have been customers for many months since we first started; things were certainly different then. Our product was less mature, we weren’t as stable as we’d have liked and there were hiccups along the way.

I can’t tell you how much I appreciate your support and loyalty through that time, and I can’t tell you how excited I am to be where we are today, with a product that looks nothing like what we started with, but that delivers value to thousands of happy customers.

There’s a lot of work to be done, and there always will be, but in looking back at what we’ve done over the last several months, there’s been more progress and success than ever, and I’m incredibly grateful for your support that has let us get here.

And with that, I’ll jump into what we’ve been working on at Groove…

New Integrations

On the heels of our Slack integration release, we’re pushing out two new exciting integrations in the next couple of weeks:

1) Zapier

Zapier lets anyone connect together the web apps they use to run their business, without writing code, and now that we’re pushing this integration live, you’ll be able to integration Groove with more than 350 popular apps.

The possibilities are endless:

  • SMS alerts or push notifications for new Groove tickets
  • Create JIRA issues or Trello cards from Groove tickets
  • Create Salesforce cases from Groove tickets
  • Create Groove tickets via Gravity Forms
  • Create Basecamp to-dos from Groove tickets
  • Create Github issues from Groove tickets
  • and many, many more…

We’ve been beta testing this integration over the past few weeks, and have seen our testers build some really cool Zaps.

2) Mailchimp, Constant Contact and Campaign Monitor Integrations

Going into beta testing this week, our Mailchimp, Campaign Monitor and Constant Contact integrations will let Groove users connect their help desk with their email marketing software.

The integrations will make it possible to:

  • See customer mailing list subscriptions next to every ticket
  • View a customer’s profile for any mailing list
  • Subscribe or unsubscribe a customer from a Mailchimp list without leaving Groove

Remember, our integrations are chosen largely based on your feedback. To let us know which integrations you’d like to see us build, just fill out this form.

Groove API

We recently released our open API, and dozens of companies are already building integrations into Groove. The API lets developers build Groove functionality right into your own apps:

  • Automatically create Groove tickets from external events (for example, when a customer places an order)
  • Display Groove tickets for a specified customer in that customer’s profile within your own app
  • Reply to Groove tickets directly from another app
  • Update tickets from external apps (for example, once a story in Pivotal Tracker is completed)
  • Import old tickets and customer data from another helpdesk
  • Export your entire Groove ticket and customer history for your records

To get started with Groove's API, just visit our API Docs.

Spam Filters

We’ve made big improvements to the way Groove handles spam. Instead of using Rules to manage Spam, you can now mark an email as Spam to post the sender’s email address to an account wide blacklist. Any email coming in from that email address will automatically be marked as spam.

If you need to remove an address from the blacklist, you’ll be able to unmark as spam in your spam settings to start receiving emails from that address again.

Uptime

Working on our core infrastructure has been a huge focus for our team since our early stability issues. After our bad downtime incident a year ago, we stepped back and refocused all of our efforts on shoring up our tech, and I’m proud to say that the team has done an awesome job: uptime since last March has been at 99.9%.

Coming Up

As we keep our heads down and work to continue improving Groove, two big goals are at the forefront:

A Big Parsing Fix

We’ve battled parsing issues (where long email threads may display awkwardly) since the beginning; it’s a tough part of working with emails, and it’s something we’ve spent a great deal of time and resources on.

We’ve managed to get around 90% of parsing issues under complete control, and now we’re working on getting the remaining 10% contained so that no Groove customer ever has to run into this issue again. It’s no longer a common issue, and very few Groove customers encounter it, but our goal is that by the end of this current push, it’ll be eliminated forever.

A Mobile-Responsive App

The iPhone app we have now is not good enough. It’s not stable enough, functional enough or user-friendly enough to deliver as much value as our web app.

And the truth is, we haven’t worked on it in many months, as we’ve focused on bringing our core product up to the standards of our vision for Groove.

That all changes now.

We’ve recently started development on a mobile-responsive Groove app that will work on every major mobile browser and give you all the functionality that you need to manage support on the go.

I’m really excited about this one, and I know a lot of customers are, too.

Search Enhancements

When we updated Groove Search several months ago, it got a lot easier to quickly find tickets and customers in a couple of clicks. Still, there was room for improvement in the way we suggested results and displayed tickets.

We’re finalizing and will soon be releasing some updates to in-app Search that will make it faster and more intuitive than ever.

A Few Customer Shoutouts

We recently launched the new Customers page on the Groove site. The goal of this page is to spotlight some of the cool ways that customers in different industries — and with different use cases — are getting the most out of Groove.

There are nine case studies now, with a few more already on the way.

Interested in having your business featured as a Groove Success Story? Just head over the Customers page, click the button on the bottom and send me an email.

We’d Love To Hear From You

The growth and development of Groove is always going to be driven by what you — our customers — want and need.

That means that if there’s anything we can do to make Groove better for you, no matter how small or large, I hope you’ll let us know.

You can reach me anytime at alex [at] groovehq.com.

Thank you.

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