Enhanced Spam Filtering

Groove has implemented new spam filtering techniques to protect your inbox from unwanted messages.

• Groove now supports SpamAssassin headers added by customer servers for more effective spam identification.
• The Spamhaus Domain Block List (DBL) is integrated, blocking known spammers before they reach your inbox.
• This feature is particularly beneficial for companies using non-Gmail support email accounts that lack built-in spam filtering.

Changing Your Groove Subdomain

Updating your Groove subdomain is now simplified, allowing for easy customization.

• You can easily change your subdomain from your account settings.
• This update is ideal if your company name changes, you want to use Groove for different products or brands, or simply want to modify the URL customers see when accessing your knowledge base.
• To modify your subdomain, navigate to Settings → Company → Profile.

Easier White Labeling

The process of white labeling your mailbox by setting up DNS records for your domain has been streamlined.

• You can now directly check your SPF & DKIM records within your Groove settings, ensuring proper configuration.
• A daily DNS check automatically confirms the accuracy of your DNS settings.
• If issues with your DNS setup are detected, Groove will automatically stop adding a DKIM signature to prevent your emails from being flagged as spam.

Change/Edit Contact on a Ticket

This enhancement simplifies contact management within Groove, making it easier to update or change customer details on tickets.

• When a ticket arrives in Groove, you can easily modify or change the contact details.
• Click the contact dropdown in the top right corner of the ticket to access "Edit" and "Change" options.
• "Edit" allows you to make changes to the existing contact information, while "Change" enables you to completely replace the contact associated with the ticket.

New & Improved Collision Detection

Groove's new collision detection feature provides clarity when multiple team members are working on the same ticket.

• The feature clearly indicates when a teammate is actively working on a ticket.
• This prevents duplicate replies and ensures efficient collaboration among team members.

Snooze/Follow Up

This new feature is perfect for situations where you want to re-open a ticket at a later time or remind yourself to follow up with a customer.

• The "Snooze" option allows you to set a specific date and time to change a ticket's status back to "Open."
• If you haven't heard back from the customer by the chosen time, the ticket will automatically reopen.

Real-Time Folder Sync

Groove has introduced a major update to folder synchronization across teams.

• Folder counts, displayed in the left sidebar, are now synchronized in real-time for all team members.
• This ensures that folder counts are updated instantly, regardless of how many agents have Groove open.