Greetings Groovers! I deliver this Groove Report today with some awesome news…
Groove and Slack have joined forces to complete an awesome integration now available in our Groove Apps menu!
But first of all, a little background…
What is Slack?
Slack is a collaborative team chat app that keeps all of your communication in one place, instantly searchable, and available wherever you go. It’s great for remote teams, small teams, large teams, any teams that want to keep in constant contact with each other on projects in real time. If you’re not already using Slack, you can check them out here: https://slack.com/
So, what does this mean for Groove?
The Groove/Slack integration will send notifications of incoming tickets (and a variety of other notification preferences) right into your Slack Chat Room in it’s own Groove Channel. You can use these notifications to collaborate with your team in real time about customer questions without even leaving your chat room.
You can also set up desktop notifications through Slack to receive pop-up alerts of incoming tickets in Groove.
Connect Groove agent’s names to Slack @names to @notify them when a tickets is assigned or customer responds.
And connect your Slack Chat room to any Mailbox, and receive as many or as few notifications as you need.
It’s easy for anyone on the team to hook up, connects automatically, and you can find it in our Apps Menu under Team Chat Apps.
But, that’s not all we did in the last 2 weeks!
Last Groove Report we announced some changes we’ve made to the New Ticket form. Based on customer feedback, we’ve made two new changes to the form’s functionality to simplify your workflow even more.
You can now auto-fill subjects in New Tickets. The original New Ticket form would auto-fill a common reply title as the subject headline, meeting with mixed reviews. For those would would title their common replies generic things like “Closing – Feedback,” it sometime resulted in embarrassing subject headlines sent to customers. When we released the new New Ticket Form, we eliminated this UX oversight.
Customers on their New Ticket game, however, actually loved that feature and hated when we removed it. They had savvily set up their Common Reply titles to function as subject headlines, and this change through a massive wrench in their workflow. Hearing this feedback from several of our customers, we decided to build a compromise.
In addition to a Common Reply title, we now include a subject line so you can add subjects to common replies. When you insert a subject in your common reply, it’ll autopopulate for New Ticket responses. That way, if you want well crafted subject headlines to your emails, you can still use short and easy to remember titles for search purposes, and avoid embarrassing subject accidents.
Mailbox now defaults to the last Mailbox sent from. In the original New Ticket form, new tickets default sent from the first Mailbox added on the Groove account. That was no good at all, so we changed the sending Mailbox to default as the last Mailbox viewed from tickets. After releasing the new New Ticket form, we heard feedback from customers that we were wrong still, and the best course of action would be to default from the last Mailbox a New Ticket was sent from. So there you have it. The New Tickets now default send from the last Mailbox a New Ticket was sent from.
It’s been a busy few weeks, but there’s always more to come. You can always come to the Groove Report to find updates on the latest and greatest product development in Groove.
