Groove Merging Enhancements: Streamline Your Helpdesk

Groove’s latest update makes merging tickets a breeze, helping you keep track of customer requests and conversations efficiently.

• The right sidebar of any Groove ticket now displays the five most recent tickets from that customer.
• To merge a ticket with a previous one, simply hover your cursor over the desired ticket, and a "Merge" button will appear.
• If the ticket you want to merge is not in the recent list, click "Show More" to view additional tickets.

Beanstalk Integration: Git & Subversion Commit Tracking in Groove

Beanstalk, a platform for hosted version control and deployments used by thousands of companies, now offers an integration with Groove, allowing you to link your Git and Subversion commits to Groove tickets.

• This integration streamlines your workflow by providing visibility into the development process related to support issues.
• You can easily track the progress of bug fixes, feature implementations, and other code changes directly within Groove.

A Customer's Brilliant Groove/Grasshopper Hack: Transforming Voicemails into Tickets

An inventive Groove customer shared a creative way to integrate Grasshopper, a virtual phone system, with Groove to automate voicemail handling and convert them into support tickets.

• The customer set up a 1-800 number with a main greeting and extension options for different departments (support, sales, etc.).
• Each extension is set to send voicemails to a designated email address, where they are automatically transcribed and attached as an MP3 recording.
• The customer linked their support@, sales@, and other inboxes to Groove, allowing voicemails to automatically become support tickets.
• This eliminates the need for manually transcribing voicemails or handling them outside of Groove, streamlining the support process.

The Advantages of the Grasshopper Integration

This Grasshopper integration offers several benefits for businesses:

• It centralizes all communication – email, phone, and even fax – within Groove, providing a unified view of customer interactions.
• It allows for efficient triaging of support calls and other inquiries by directing them to the appropriate team members.
• It eliminates the need for employees to handle support calls outside of business hours or on personal devices.

The Grasshopper Integration Setup Process

The integration process is straightforward, taking about 15 minutes to complete, including setting up a custom voice recording and waiting for the toll-free number to activate.

• Configure a Grasshopper account with extensions for different departments and set voicemails to be sent to designated email addresses.
• Link the email addresses to corresponding inboxes in Groove.

Groove: Empowering Your Helpdesk with Innovation

With the latest updates and integrations, Groove continues to provide businesses with powerful tools to enhance their helpdesk operations. By incorporating features like merging enhancements, Beanstalk integration, and innovative customer-driven solutions like the Grasshopper hack, Groove makes it easier than ever to manage support requests, communicate with customers, and streamline workflows.