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

Private Notes Just Got More Awesome

Added on Jun 8, 2015

Private notes are one of the most-used features in Groove. They let you communicate with your team, behind the scenes, about any ticket.

Today, we’re excited to announce that the most requested upgrade to Private Notes is now live.

With @ mentions, you can now tag any member of your team in a Private Note, and we’ll let them know!

@ mention notifications are sent via email – and Slack, if you have our Slack integration enabled – and are the easiest way to let your teammates know that you’ve posted a note that they need to look at.

To try the new feature, just type @[your teammate’s name] in the Private Note editor.

Enjoy!

Server Updates,
a New Integration with Talkdesk,
and Other Search Enhancements

Added on May 27, 2015

These past few weeks have been busy ones for the Groove team, with lots of new upgrades to the app that you may have already noticed.

Here’s a short update on what we’ve been up to:

Server Updates

We’ve had a lot happening on Groove’s back-end system, with our team working behind-the-scenes to strengthen Groove’s infrastructure to make the app better for you.

Harder, better, faster, stronger

Daft Punk, on the current state of Groove’s servers

Here’s a short summary of what we’ve been up to:

  • Upgraded to latest version of Ruby

  • Upgraded to the latest instances at AWS

    • These are twice as powerful as before, and mean that we can add 30% more instances to deal with spikes
  • Upgraded database server

    • 8x the CPU
    • 4x the RAM

What does that all mean in non-techy terms?

Basically, if you’ve noticed how much faster (A LOT faster) the app has been working lately, this is why :)

New Integration: Talkdesk

The team at Talkdesk, the world’s leading browser-based call center software, have built an awesome integration with Groove.

The integration lets you create, update and close tickets and notes in Groove, right from Talkdesk. You can send custom fields from Groove contact profiles to Talkdesk, and automatically populate voicemails in Groove and synchronize ticket and contact information between both apps.

  • One-click setup process
  • Automatic contact synchronization between both systems
  • Create notes and tickets in Groove from Talkdesk
  • Create and reply to messages, while on the phone, directly from the Talkdesk interface
  • Two-way continuous synchronization of data
  • Click-to-call from any phone number in Groove

We’re really excited about this new integration, and hope you’ll love it as much as we do! To install it, just head over to the Apps center in Groove and click on Talkdesk.

Search and Sorting Enhancements

We’ve also made a couple of updates to the way Groove handles Search and Sorting:

  • We’ve improved indexing so that tickets show up faster and more reliably when searching.
  • Our upgraded hardware (see above) has also made search times faster.
  • We’ve implemented fuzzy matching to make it easier to find what you’re looking for.
  • Tickets are now sorted by actual user actions (rather than when Groove last updated it), so you get a more intuitively sorted list of tickets.

Update on Mobile

Our number one priority now is getting Groove mobile-optimized so that you can use the app from any device.

The team is heads-down on this as we speak, and we’re looking at a launch date in early next quarter.

Next Week

We’re in the final stages of testing a feature that’s been highly requested by users, and is going to make Groove even more useful for collaboration.

More on that next week :)

As always, if you have any questions, feel free to reach out directly to alex [at] groovehq.com.

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 :-)

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