Groove Help Desk 4+

iPhone issues

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?

Developer Response ,

Thanks for the feedback! And you’re right—while we aim to support iPad in the future, we decided to focus on just the iPhone for the first version of our new app.

So, in the meantime, if you have any relevant feedback for iPhone, please let us know.

Dark Mode breaks text visibility in responses

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!

Missing important features

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.

Developer Response ,

Sorry to hear that your experience with our product hasn't been as you would've hoped for. We do appreciate the feedback, and would love it if you could reach out to us at support@groovehq.com so that we can dig into those issues you're describing.

Regarding the missing search functionality, we can already say that we've heard the feedback loud and clear, and we'll be adding this over the next few weeks.