Hi there. I’m Mo. Head of customer success at Groove. and I’m here to teach you everything you need to know to get started with Groove in less than 10 minutes.
Once you’ve set up your mailbox, this is what you’ll see when you log into Groove. This is the shared inbox, and where all incoming tickets come in, either from email, Facebook, Twitter, your widget or converted from Chat. All of your agents have access to the shared inbox so everyone is on the same page for incoming tickets.
At a Glance you’ll see who the tickets from, how many correspondences you’ve had with that customer, who the ticket is assigned to and if it has a label, and when the ticket came in or was last updated. Light blue tickets are unread, and the little blue triangle in the corner is the last ticket you were in.
On the left you’ll see all your Folders or Mailboxes, where your tickets will filter into, and on the right is your recent activity where you’ll get real time updates on who is responding to what and when.
Let’s click into the ticket so I can show you more about how core ticketing works.
One thing we love about Groove is that it’s a totally invisible help desk. Not only does it look, work, and feel just like email to your agents as you’ll see here, but it also looks that way to your customers. They don’t have to deal with login portals, the formatting isn’t all weird when they receive a response, so when you send them an email it looks just like a personal email from you to them, but instead of email, you’ll have all the organizational facets of a help desk in your arsenal.
You would reply here, just like email, although we do support common replies. Just click right here where it says Insert Reply, and you can quickly use a common reply to any of your more common questions. We use variables to pick up the name of your customer and your agent.
If you notice you are using a reply over and over again that’s not already saved in your common replies, you can just click this arrow and save it right then and there to use whenever you need it.
Here’s where you would click leave a note. Notes are a great way to collaborate with your team behind the scenes. They are blind to the customer, so they won’t see the notes at all. That way you can ask questions or disseminate information to anyone else in Groove before delivering an answer to a customer. When you submit notes they show up in Yellow, so everyone on your team can see immediately it’s a note and not a response.
Here’s where you can forward. Forwarding for us works similar to how it does in email, and it’s a nice way to communicate with a third party vendor, or someone you might need an answer from who isn’t in Groove. When that party replies, you’ll see their response in the ticket, but again, the customer will not and you can receive answers from them before getting back to the customer keeping the line of communication all in one place.
You can add a CC/BCC just like a regular email, you can also add attachments here, you can even drag and drop them right into the ticket.
Here’s where you can add a label to an email. We use labels to filter tickets into folders, or to easily keep track of tickets on a specific topic. If we get a feature request, or good feedback, we’ll put a good feedback label on it, and it will save into this good feedback folder we set up. You can also put a label on a ticket, and search later for all tickets with that label, if you need to get in touch with customers over a specific request once it’s been implemented.
Assigning (And Statuses)
Down here at the bottom you can assign the ticket to a group, we created a group for our developers to answer more technical tickets, but you might have sales, or marketing, or another group you can create and assign ticket to that whole team. Or, you can assign a ticket a ticket to another agent if it pertains to their specific specialty.
Here you can assign a status to your ticket. In Groove we work off three statuses. Open, Pending, and Closed. Followed is an older status we’ve discontinued since we see it as the same as pending. Open tickets are tickets that are currently being worked on, Pending are tickets you’re waiting on information for, and Closed, are well… closed. That’s self explanatory.
Up here you can also set the status, assign to an agent or a group, but you can also set a priority, from low to urgent if you have any time sensitive tickets, and then you can also sort your tickets by priority in your inbox.
Lesser Ticket Functions
This gear has some of additional ticketing functions. You can delete a ticket here, you can also merge tickets. If you have a customer that writes to Facebook, Twitter, and email about the same issue, you can merge tickets here so your agents aren’t responding to the customer more than once, or you can move it to a another mailbox if you have more than one mailbox filtering into Groove.
On the right here, you can see your complete customer history of any customer who sends you an email. You can easily access and view any recent emails they have sent, or press view all and see that entire customer’s history.
And that’s pretty much all of the basic core ticketing.
Let's hop over to Apps.
We like to keep things pretty simple at Groove, but if you need to, or if at any time you’d like to increase the features you have access to, you can just go to our App store.
Everything that we have in the app “store” is free included with Groove, with the exception of Live Chat. Live Chat is an additional $12 per user, but not all of your agents need to be on live chat. We like to think of it as more of an ala carte option.
In addition to Live Chat we have
- iPhone and iPad app so your agents can have access to Groove on the go
- Knowledgebase, so you can easily publish your Frequently Asked Questions to help your customers help themselves
- Support Widget, which is this little guy that we have down here, so your customers can easily contact you on any page of the site
- Twitter and Facebook, which will turn your Tweets and Facebook wall posts into tickets
- Customer Satisfaction Ratings — these are the feedback options you might have noticed at the bottom of our tickets, they are there so you can keep an eye on how your customers are receiving your support
- Custom Profile App allows you to suck data about your customers in from a third party software, either to keep financial or billing information there, past orders, anything else you’d need to keep track of for your customers
And then we also have an integration with HipChat, as well as a variety of other integrations that work with Groove.
And we’re always adding to this list, so more integrations are on the way…
Up here is our settings menu, where you can control and manage your Groove account.
First you have your personal settings, Like your Profile, you can edit your personal information or add a photo of yourself there. Email notifications, you can set when and why you receive email notifications from Groove, and you can set your chat and ticketing preferences in preferences.
Company: Where you can edit your business hours, the company name that’ll appear in your variables
Users: You can add or archive Users here. You can also take a look at each User’s Ratings and ticket stats.
Groups: Here’s where you can add a Group. Like I mentioned we have one for developers.
Ticketing: This is probably the most important section of settings.
Mailbox: Here’s where you can add a new Mailbox, edit your auto-reply, and choose your other Mailbox settings like whether or not your responses come from your agent’s name or Mailbox name, or who can view a Mailbox.
Canned Replies: Where you can view and edit your canned answers
Labels: You can click in here to delete labels, or view which labels you’ve already added
Rules and Folders: these two are pretty handy, as these are what you’re going to use to automate ticket organization and manage your workflow
Rules: With Rules you can use a set of conditions to trigger an action. So if we click here into this Rule, you can choose from a variety of different conditions, and then the action to assign it to a group, agent, mailbox, mark a priority etc.
And Folders: We set you up with 4 basic folders in Groove: All New and Open, My New and Open, Recently Updated and Recently Closed. Otherwise these folders are completely customizable to your needs. You can set up specific actions to forward certain tickets to specific folders in order to keep them organized. In this case this folder is organized by the label custom printing. But like Rules, you can set all sorts of conditions to filter tickets into these folders.
And that’s just about everything you need to know to get started in Groove. If you have any other questions, feel free to check our our Knowledge Base under the Help tab in the Groove App. You can also reach out to us at anytime via our support widget. Enjoy your trial, and let us know if you need any more help!