# Groove Help Desk — Better Customer Service

> Mobile help desk for customer service and team collaboration. (iPhone/iPad app by Groove Networks LLC.)

- Source: https://appshunter.io/ios/app/groove-help-desk/id1509476768 (this page in markdown: same URL + `.md`)
- Developer: [Groove Networks LLC](https://appshunter.io/developer/445403943)
- Category: Business, Productivity
- Price: Free
- Rating: 5.00/5 from 6 App Store ratings · 6 written reviews indexed
- Age rating: 4+
- Requires: iOS 13.0 · 24 MB
- Languages: English
- Released: 2021-05-19
- Data updated: 2026-06-03
- Monetization: free
- User reviews in markdown: https://appshunter.io/ios/app/groove-help-desk/id1509476768/reviews.md

## What is Groove Help Desk?

Deliver personal customer support wherever you go with Groove's mobile help desk app, built specifically for iOS as the perfect companion to our web app.

Groove is the simple help desk alternative for growing, customer-centric companies. All the features you love from the web app—seamless omni-channel support, simple inbox management, and team collaboration tools—are now available on your phone.
 
Use the mobile app to:

- Stay updated in real time with a view of all messages from all of your inboxes.
- Reply, forward, or add notes to conversations, including mentioning other agents.
- Respond with confidence knowing collision detection will detect other agents' activity.
- Take action on conversations (star, tag, reassign, change state, follow).
- Get more context with full customer profiles in the app, including recent conversations.
- Switch devices and continue where you left off with automatic syncing.

As the simplest omni-channel help desk on the market, Groove is the #1 choice for over 10,000 customer-centric businesses. No clutter. No complexity. Just beautiful, intuitive support solutions to help you connect with customers and grow your business.

## Key features

- Real-time message updates
- Conversation management
- Team collaboration
- Collision detection
- Full customer profiles
- Automatic syncing

## Recent user reviews (6 of 6)

All indexed reviews: https://appshunter.io/ios/app/groove-help-desk/id1509476768/reviews.md

### 3/5 — Dark Mode breaks text visibility in responses

*2024-10-12, version 1.5.2*

Currently the app is only useful to me for reading responses, I then have to pull out the laptop to reply. 

I use iOS in dark mode, and when trying to create a reply in Groove, this is nigh impossible because the text becomes invisible unless you set your device back to light mode. The app in general is lacking basic settings which are available on the desktop version.

But the standout failure is the mentioned dark mode bug for me. Please look into fixing, thank you!

### 1/5 — Frequent black screen

*2024-09-25*

I can only answer 2-3 emails before I open one and a black screen loads. Will not go away until I close and reopen the app. Frequently swipe and close emails by accident

### 5/5 — Easy conversations on the go

*2023-01-12, version 1.3.6*

Awesome addition to the Groove help desk app. Let’s me have conversations on the go and notifies me of new messages. Has all the features I wanted to work from my phone.

### 1/5 — Missing important features

*2022-08-27, version 1.3.4*

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.

### 2/5 — iPhone issues

*2021-11-04, version 1.1.0*

After writing a negative review about the iPad version I was told that yes there are issues and you’ve decided to concentrate on iPhone app over the iPad. I downloaded the iPhone one. 
Basic flaw with mine is emails are too long horizontally, I can punch to zoom out but it bounces back upon release. Email does not resize to iPhone layout, and also you cannot rotate the phone to see the whole message. Isn’t this basic stuff?

### 5/5 — Been waiting for this!

*2021-05-21, version 1.0.2*

So excited for this to finally come out! I’ve been waiting for this forever. It’s great to finally be able to quickly deal with support tickets on the go.

## Frequently asked questions about Groove Help Desk

### What is Groove Help Desk?

Groove Help Desk is a mobile application designed to provide customer support on the go. It offers features like real-time updates, conversation management, and team collaboration tools for businesses.

### Is Groove Help Desk free to use?

Yes, Groove Help Desk is available for free. It is priced at 'Free' and does not have any in-app purchases or advertisements.

### What devices does Groove Help Desk support?

Groove Help Desk is available for iPhone and iPod devices. It is built specifically for iOS.

### How often is Groove Help Desk updated?

The app was last updated on April 30, 2024, with version 1.5.2. This indicates regular updates to improve functionality and reliability.

### What are the main benefits of using Groove Help Desk?

Users can stay updated in real-time, manage conversations efficiently with features like collision detection, and access full customer profiles for better context. It also allows seamless switching between devices.

### How does Groove Help Desk handle team collaboration?

The app includes team collaboration tools, allowing agents to mention each other in conversations and respond with confidence due to collision detection, ensuring no two agents work on the same ticket simultaneously.

### What is the age rating for Groove Help Desk?

Groove Help Desk has an age rating of 4+. This means it is suitable for users aged 4 and above.

### How does Groove Help Desk compare to other help desk solutions?

Groove is positioned as a simple help desk alternative for growing, customer-centric companies, focusing on intuitive design and essential features without clutter or complexity.

## Version history (last 5 releases)

### 1.5.2 — 2024-04-30

Minor Bug Fixes & Improvements

### 1.5 — 2024-04-18

Minor Bug Fixes & Improvements

### 1.4 — 2023-03-23

New Features:
- Instant reply actions

Improvements:
- Exclude deleted KB articles from search results.

Bugs:
- Fix not all recipient email addresses being included in the reply.

### 1.3.7 — 2023-02-13

New Features:
- Toggle the display of trimmed content below messages

Improvements:
- Refine the swipe sensitivity in the folder screen

Bugs:
- Fix notification settings sometimes getting reset
- Fix occasional errors when opening certain folders
- Fix smart replies not always inserting

### 1.3.6 — 2022-12-12

New Features:
- View Shopify customer information and recent orders
- Add attachments to messages, insert attachments into messages, and share attachments with web

Improvements:
- Support sounds for all notifications
- Show the count of open conversations beside inbox names when collapsed

Bugs:
- Fix displaying the wrong "To" address in the message header when collapsed
- Fix new users not seeing all inboxes on initial app open

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*Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-06-03.*