Description

Groove Help Desk is a customer experience management solution designed for customer support and help desk professionals. It enables users to generate custom views for certain types of conversations to suit the workflow, identify the popular articles by pageviews and rating, create task deadlines based on different business hours or ticket categories, automate escalation rules to communicate about SLA violations, collect and store customer details such as name, email, and order ID, and gather and analyze customer interactions from multiple social networks. Features include tag management, custom folders, reporting capability, timezone configuration, and article performance management.