Features ❯ Ticket Management

Turn support tickets into amazing customer experiences.

Groove’s ticketing system makes delivering awesome, personal customer service easy for you and your team.

All of your customer conversations in one place.

Nothing slips through the cracks.

Email It takes less than three minutes to set up Groove as your new support inbox.

Twitter & Facebook See and respond to Tweets and Facebook wall posts that mention your business.

Live Chat Two-step integrations for leading chat providers like Olark and SnapEngage.

Phone Calls & SMS Log detailed notes of phone conversations and texts to save as tickets.

Groove Multi-Channel Ticket Management Support

Get on the same page

Groove is built to make life easier for teams

Assign support tickets to anyone. Assign tickets to other team members or groups. Everyone knows which tickets they’re responsible for, so nothing slips through the cracks. Groove Ticket Assignments Example

Collaborate in real-time. Never do duplicate work again. Collision Detection gives you a real-time look at who’s working on what. Groove Ticket Collision Detection Example

Chat behind-the-scenes. Add private notes that only you and your team can see. Ask questions, make suggestions, or review messages from new team members before they’re sent. Groove Ticket Private Notes Example

Save time and work faster

Make your whole team more productive

Insert canned replies. Save answers to common questions, and insert them with a click into any message. Canned Replies save time, and help keep your brand’s voice consistent across agents. Groove Canned Replies Example

Organize tickets with labels. Create custom labels to organize tickets or tag them for future reference using whatever system works best for you. Groove Labels Example

Automate your workflow. Use rules to automate the way tickets are handled. For example, assign a ticket to a team member based on who they come from, or flag messages that include the word "urgent." Groove Email Automation Rules Example

Build deeper relationships with your customers

Using a help desk shouldn’t mean losing that personal touch.

Looks just like email. Groove looks and feels exactly like email to your customers. They'll never know you're using a help desk.

Feels more personal. Your customers will never have to go through a login portal or find a ticket number to get help. It’s as simple as email.

Detailed customer info. You’ll see each customer’s support history (and more) next to every ticket, helping you personalize every interaction.

I can’t tell you how annoying it used to be to have to search old emails to figure out who the customer I was talking to was. Having it all accessible right there is HUGE.
Todd Hamilton
OpenKit