Misses all the important features I need to support my support staff when I’m on the go. If a ticket is escalated to me, they send me a link and it tries to open it in the app, but it doesn’t work. If I follow the link from our internal CMS to find the customer tickets, it doesn’t work. There is no search feature in the app, so I can’t find the customer that way either. And even if I do find the ticket, I can view related tickets, or see any of our CMS integration. (When I finally get to a desktop device, I follow the link, it asks me to log in, and I’m dumped on the main view. I then have to go back and follow the link again, and finally I can see the ticket) Maybe some people have businesses where they need to run support from their mobile device, but for us the main reason to access Groove on mobile is for urgent escalation to non-support staff who, unlike full time support staff, aren’t always at a desk and logged in. And on mobile it’s almost impossible to get access to a ticket, or customer history etc This is especially bad since they have restricted all access to the full web app on iOS devices. If you force a desktop user agent, it kind of half works but it’s impossible to scroll around. On the whole we regret choosing Groove for our team for this and lots of other reasons. Their priorities are not at all aligned with our needs, so the things they “improve” don’t help us or sometimes make things worse. We will probably migrate at some point especially if things that are more important to us don’t improve. But it’s difficult once you are locked in & have a lot of customer history, so my advice would be to carefully consider whether Groove’s direction of travel aligns with your business needs & consider lots of options before committing to Groove, even other options are a bit more expensive.
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smokeandglitter
Stein Keto Author
samoli