New Integrations, Mobile Updates and a Whole Lot More
We've gotten some amazing feedback on our recently-released mobile web app (if you haven't tried it yet, learn more and check it out here), as well as some feature requests and bug reports that we've been busy working on.
Along with mobile web app updates, we also have some new integrations to announce, as well as other improvements throughout the app.
What’s New in the Mobile Web App
Redesigned Ticket Header
Context is king. Ticket headers are now easier to read and the subject line is visible as you scroll down the ticket page so you don’t lose key details while viewing a ticket.
Managing Ticket Labels
This was one of our most popular requests for mobile, and we use labels heavily ourselves, so we’re super excited to get this functionality in the app. As part of the ticket header redesign mentioned above, you can also add and edit labels on your tickets.
Currently this option is only available on the ticket page and you can add or edit labels by tapping them at the top of the page. Bulk label management from the ticket list will be coming in a future release.
No more hassle trying to track down tickets on mobile. Now if you click a link in an email notification, or a Slack notification, on your phone, it automatically redirects you to the mobile version of Groove.
Polish, Polish, Polish!
Searching should be easy and the search input has been polished so that it’s a much smoother experience when trying to find the tickets that you need.
Additionally, search results are now cached — if you navigate away to view a ticket and then come back, your search results will be there waiting for you.
Less taps = happier thumbs, amirite? Now you can quickly reply to notes and mention your teammates by simply tapping their avatar on a previous note in a ticket. This automatically opens up the note form and inserts a mention of that teammate. Like, wow.
Nobody likes closing tickets by accident. The UX around bulk actions has been simplified so that it’s much more clear what tickets you have selected and how you can deselect without making unintended changes.
Lazy tickets are the worst. We’ve made tweaks to the backend mechanism that unsnoozes tickets, so that tickets will reliably re-open when they should.
The snooze modal window has also been given some much needed design love.
We’ve beefed up our error reporting, which has helped us to reduce the number of overall bugs and stomp out edge cases as quickly as possible.
We’ve also made updates to our realtime server for a smoother experience when reconnecting after a disconnect.
Finally, we fixed an obnoxious little bug where the "To" email was not persisting if an agent sent two replies in a row.
JustCall is an anytime, anywhere, any-device phone system for your sales and support teams. With the Groove integration, all of your call logs and call recordings are directly accessible from your Groove dashboard and mailboxes, and tickets are created whenever there is an incoming call from a customer or an outbound call from an agent.
ChargeBee is a subscription billing solution for SaaS companies. With the Groove integration, you can add an HTML snippet to your Custom Profile App to easily access customer and payment integration from the sidebar of your tickets.
Influx provides a complete support operation on demand. The Groove integration allows you to connect your Influx account directly to Groove, so your Influx team can act as an extension of your existing team, right in your existing help desk.
A huge thank you to everyone who has given us feedback on the mobile web app so far. If you’d like to share yours with us, please feel free to email us anytime — we’d love to hear from you!