Improved Ticket List View

The ticket list view is one of the most-used features of Groove. This area has been enhanced to make the most crucial information readily visible at a glance. The ticket height has been adjusted to make scrolling through tickets smoother and quicker. This change allows you to see more tickets on each page.

• Improved ticket list view makes it easier to see who each ticket is assigned to, what the status is, and when it was last updated.
• Scrolling through tickets is faster and easier thanks to the fixed height of each ticket.

Re-Designed Tickets Page

The reply box has been streamlined, keeping only the most frequently-used actions. The size of the ticket page has been increased, and the ability to forward tickets has been added. Now you can take conversations outside of Groove if needed!

Better Canned Replies

Canned replies are a valuable time-saving tool in Groove. Now, they are even easier to access and quicker to insert. With a few clicks, you can create new canned replies from within a ticket. This eliminates the need to leave the current ticket to save commonly used responses.

• Canned replies are now more accessible and faster to insert, saving time for support agents.
• Users can create new canned replies without leaving the ticket they are working on.

Advanced Search

Advanced search is a highly requested feature. You can now perform comprehensive searches for tickets using various criteria, such as customer, label, keyword, or phrase. You can refine your search results by filtering by a specific time period. You can also sort by status, agents, or labels to quickly find the ticket you need.

• Search for tickets by customer, label, keyword, or phrase.
• Filter search results by time period, status, agents, or labels.
• Search terms are highlighted in yellow within the search results for easier scanning.

Benefits of Advanced Search

The advanced search feature enhances Groove's ability to handle customer support requests efficiently. By providing a robust search mechanism, it empowers support agents to quickly locate relevant tickets. This leads to faster resolution times and improved customer satisfaction.

• Reduces the time required to locate specific tickets.
• Enhances the efficiency of the support team.
• Improves customer satisfaction by providing faster support.

Custom Customer Profiles

Custom profiles in Groove are a game-changer for understanding your customers. You can now access data from your internal sales app or 3rd party software directly within the ticket view window. This allows you to have a more comprehensive understanding of each customer. Allan Branch of Less Accounting showcases how custom profiles can streamline support by integrating with Intercom and Stripe.

• Add internal data and links to tickets to gain a better understanding of each customer.
• Integrate custom profiles with internal sales apps or 3rd party software.
• Custom profiles allow for personalized and efficient customer support.

Custom Profile App

The Custom Profile app provides a powerful way to enrich the customer experience. By integrating external data sources, you can gain valuable insights into customer behavior and preferences, leading to more informed and effective support interactions.

• Access custom data directly from the ticket view.
• Integrate with internal sales apps or 3rd party software for a comprehensive view of customer information.
• Enhance customer support with personalized and data-driven insights.

Conclusion

Groove's latest updates are designed to streamline customer support processes and enhance the overall user experience. From advanced search capabilities to improved ticket list views, canned replies, and custom profiles, these additions provide valuable tools for efficient and personalized support. By leveraging these features, Groove users can optimize their support workflows and deliver exceptional customer service.