Best Groove Alternative You Should Consider in 2024

A robust and affordable Groove alternative

Meet Desk365, a cloud-based modern helpdesk that lets you deliver stellar customer service across multiple channels like Email, Support Portal, Microsoft Teams, Web Forms, and more.

No credit card required

Powerful Ticketing Platform

Desk365 is a omni-channel ticketing platform, that includes Microsoft Teams ticketing along with custom email servers and a customer support portal. This makes it easy to run a help desk that can interact well with Microsoft Teams as well as handle requests from other important channels which are convenient to your customers.

Affordable and Transparent Pricing

Offer top-notch support without breaking your bank. Groove’s Starter plan offers only a limited set of features, and as companies grow they’ll likely have to move to higher-cost plans, and it has a limitation of a single mailbox whereas Desk365 has a single Pro Plan that covers all the features at a much more affordable price.

Ease of use

Many people are looking for helpdesk software that is simple and easy-to-use. Delight your support team by shifting to an intuitive and straightforward help desk using Desk365. Set up your entire support operations in a matter of hours and our onboarding specialists will guide you throughout your journey as you transition and onboard your help desk to Desk365.

Comparing Desk365 vs. Groove

Here is an in-depth feature comparison between Desk365 and Groove, two prominent customer support platforms in the industry,

Features

Desk365

Groove

Microsoft Teams App for Agents

Create tickets from Microsoft Teams

Email Ticketing

(Limited Number of Mailboxes)

Customer Support Portal

Web Form / Web Widget

Automations

(More Robust & Powerful)

Knowledge Base

SLAs

Custom Email Servers

Custom Ticket Fields

Custom Roles

Time Tracking

Customer Surveys

(Multiple Survey Types)

Reports

(Multiple Custom Reports)

Agent Collision Detection

Custom Statuses and Categories

API Access

Power Automate Connector

Azure AD Single Sign-On

(Easy to set-up)

Onboarding Specialist

Email Support

Free Trial

(21 Days)

(30 Days)

Free Plan Available

Number of Users

Unlimited

Lowest Paid Plan

$12/agent /month

$15/agent /month

Highest Paid Plan

$12/agent /month

Available on Request!

Last Updated Date: 1-April-2024

Don't just take our word for it, see why our customers choose us!

Hear from real people who have experienced the difference.

"Great support. Make you feel they're part of your team"

Desk365 does what you expect from a much more expensive ticket system. The best thing however is the customer support. All questions about the software are answer quickly and completely and suggestions for improvement are treated seriously. They really make you feel they are part of your team.

Jeroen H

Scientist Sensortechnologies

Biotechnology

Capterra Rating

"The helpdesk system everyone should know about"

Performance, Support, Easy-to-use. The Performance is incredible – one of the fastest Helpdesk systems I have ever worked with. The Support is just amazing. Any inquiries will be answered quickly and professionally. Easy-to-use: almost no one, from our ~100 employees, needed any training. It’s self-explanatory.

Mirko B

System & Network Administrator

Oil and energy

Capterra Rating

"Desk365 works with Teams!"

Teams integration is fantastic and has improved user interaction by at least 500%. Tech team is notified in Teams when tickets come in. Users see tech questions and comments in their teams. Automation features are great. Knowledgebase is more than adequate and search functions work well.

Lonny L

IT Manager

Farming

Capterra Rating

Why should you choose Desk365 over Groove?

You would not want a helpdesk that has performance problems and loading time issues. Desk365’s features, customizability, and simplicity make it the best Groove alternative for the support team that wants to work efficiently and enhance customer service.

Set up advanced Automations

Create automation rules that are simple to establish and activated upon ticket creation and updates. With a highly customizable and user-friendly interface, creating intricate workflows based on various ticket/customer characteristics, keywords, subject lines, SLAs, and more becomes effortless.

SLAs that are simple to set up

The powerful SLA module of Desk365 allows you to create recurring reminders prior to ticket due dates, helping you to keep track of ticket commitments. The ability to implement a no SLA policy, apply different default SLAs for various companies, and set reminders and escalation protocols to manage customer tickets is also available.

Understand Customer Context Better

Get a 360 degree view of your customers and track their previous interactions with the support team through various channels, such as Support Portal, Phone, Email, and more. Effortlessly keep track of their entire ticket history with a quick glance in the same unified interface. Searching for any closed tickets should be simple to accomplish.

Create Powerful Reports

Personalize your reports to gain insight into what matters for your business. Track crucial metrics like ticket volume data or agent performance and make informed choices to improve your business. Elevate the performance of your support team further and make data-driven decisions using our powerful reports module.

Self-Service Portal for Customers

Provide your customers with an online portal where they can create tickets, check statuses, and access solution articles from your Knowledge Base. Customize the Portal with respect to your brand guidelines. Advanced options enable you to restrict access to signed-in users, and even show particular articles to specific customers.

Monitor the Time Spent on Tickets

Having the ability to track time is a vital feature in a helpdesk. You’ve the ability to track the amount of time each agent spends on tickets using Desk365. You can either input the exact time spent on a ticket or use a timer to keep track of it. Time tracking is beneficial when billing clients for the work done on tickets.

Create Custom Roles

Create unique roles and permissions for different users within the helpdesk system. This provides more precise control over who can access and perform specific actions within the system, including creating and managing tickets, changing home tab panels, viewing reports, and accessing certain sections of the helpdesk.

Partner That Helps You Succeed

We always strive for customer happiness and go beyond the boundaries to solve customer issues and deeply listen to your feedback to create a product that works better for you. Try us out today and experience our exceptional customer service for yourself.

Worried about the effort involved in switching to Desk365?

Don’t worry, we have got you covered.

We offer free migration and set-up help. We will work with you every step of the way on your transition to Desk365.
Make the switch to a better help desk starting today.