"We started with Zendesk and, right out of the box, I was frustrated by it. It's just too much, too overwhelming. Groove felt comfortable from the second I started using it. It’s not overly complex and doesn't have all these things I don't need."
What makes Groove different
Groove was built as a simpler alternative to Zendesk. Customers continue to flock to us from Zendesk, noting these seven differences as reasons why. Read our analysis of top TLDRs from 1150+ G2 customer ratings and reviews of Zendesk vs. Groove helpdesk software.
Groove is easier than Zendesk
We stripped away all the clutter and clunky design elements so you can focus on providing personal customer support as your business grows.
Groove's intuitive dashboard makes it easy for team members to organize, prioritize, and solve customer problems—without losing a personal touch.
Watch a demo"Zendesk is one of those products that I think grew too fast and just didn't think about the user experience at all. It feels like something out of the late nineties. It's so painful. Groove was like a breath of fresh air."
Josh Kohlbach
Rymera
Groove is more personal for your customers
Your customers will never have to go through a login portal to get help or dig through their email for a ticket number.
Groove looks and feels like a normal email to your customers: No corporate-looking templates, and no annoying auto-responses clogging up their Inbox every time they send a reply to one of your emails.
They experience the simple, personal experience of regular email—while Groove has your back, empowering you with every feature needed to delight your customers.
"Groove is 500% better. Seriously. Way better than ZenDesk. It looks like a personal email, not a ticket. It’s definitely a game changer."
The Hustle
Groove is more affordable than Zendesk
Here’s a comparison of Zendesk vs. Groove using both of our mid-level plans. Groove’s pricing is lower, which means you can afford to grow your customer service team and tools without overspending.
"We were looking to get out of our Inbox as we scaled. To make sure things didn’t slip between the cracks, we needed a ticketing system. Zendesk was both expensive and a bit heavier than what we were looking for."
G2 User Review
- 1 agent
- 3 agents
- 5 agents
- 10 agents
- $12/mo
- $36/mo
- $60/mo
- $120/mo
- $89/mo
- $267/mo
- $445/mo
- $890/mo
- $924/year
- $2,772/year
- $4,620/year
- $9,240/year
Groove's automations are not complicated
No confusing technical jargon. No robotic ticket numbers. Groove's simple automations—like routing, tagging, and instant replies—save you time right out of the box.
As your company grows, these flexible settings make it easy to change or add new workflows to fit your needs.
"Groove’s workflow just made sense, compared to the insane amount of do-it-yourself setup you had to do with Zendesk. We're free to work on our business instead of babysitting the help desk software. For the few times we've needed support, their team knows what they're talking about. That's always refreshing."
G2 User Review
Groove's Knowledge Base is simple yet powerful
Groove's Knowledge Base allows you to immediately take the pressure off your Inbox by offering 24/7 self-service. Plus, our interactive widget enables you to surface it on every page of your site.
Build out your entire content management system with Groove—create new articles, categorize different topics, control SEO settings, adjust themes, images, colors, and so much more.
Knowledge Base Overview"Zendesk wasn't as simple as it should be. It was really hard to set up the Knowledge Base and really hard to understand the flow of tickets. It was taking too much time to figure it out. We were losing business and customers were upset. So we went with Groove to keep it simple."
Josh Pather
Photo Booth International
Groove’s integrations are free to connect
All our integrations are completely free to connect—no extra charge. The most common tools our customers add to the Inbox include:
- Shopify
- Mailchimp
- Slack
"Groove is a turnkey solution that allows us to focus on serving our users instead of building unnecessary custom tools."
G2 User Review
Groove’s reporting makes sense for lean teams
No smoke and mirrors here. Our reports aren't meant to impress C-level execs—they're built for taking action and driving growth through world-class customer service.
Track and improve CSAT, response time, and agent performance. Gather customer feedback, busiest times, and conversation trends to build a better product and a mightier customer support team.
"We tried other help desks. They included too many features and just ended up being expensive overkills for us. Nothing felt right until Groove."
Todd Levesque
Lolly Labs
Powerful Live Chat management
Immediately assist customers exactly when and where they need it on your website. With endless customization options, smart automations, and lightning fast bots, you’ll be able to help more customers and close more sales.
Plus, our smart conversation routing ensures that customers get the priority support they deserve—and enables you to put your team management on auto-pilot.
Learn more
Mobile ready when you hit the road
Our app gives you the full power of Groove on-the-go. You’ll find all the features you love from Groove’s web app on the mobile app:
- View, reply, and forward messages
- Add notes
- @Mention colleagues
- Create, edit, and add tags to conversations
- Change assignee
- Collision detection
Don't take our word for it
See what some of our 10k users from across the globe have to say.
"I recommend Groove to many people over ZenDesk. I love the simplicity and ease of use."
"My job is much more efficient with Groove, and the data has shown a 35% increase in productivity."
"Groove is 500% better. Seriously. Way better than ZenDesk. It looks like a personal email, not a ticket. It’s definitely a game changer."
"I just don’t need or want all the fluff that comes in a full-blown help desk package. I don’t have the time or inclination to figure that out."
"Zendesk is one of those products that I think grew too fast and just didn't think about the user experience at all. Because it feels like something out of the late nineties. It's so painful. Groove was like a breath of fresh air."
"Groove’s workflow just made sense, compared to the insane amount of do-it-yourself setup you had to do with Zendesk. We're free to work on our business instead of babysitting the help desk software. For the few times we've needed support, their team knows what they're talking about. That's always refreshing."
"We were looking to get out of our Inbox as we scaled. To make sure things didn’t slip between the cracks, we needed a ticketing system. Zendesk was both expensive and a bit heavier than what we were looking for."
"Zendesk wasn't as simple as it should be. It was really hard to set up the Knowledge Base and really hard to understand the flow of tickets. It was taking too much time to figure it out. We were losing business and customers were upset. So we went with Groove to keep it simple."
"Groove makes it so much easier to connect with my customers, to provide support, to increase sales, and to limit the amount of people who stop paying for my services."
"What we loved about Groove is that we didn’t have to choose between simplicity and functionality. It gave us everything we needed."
"Unlike some of the other software we tried, Groove wasn't bloated with dozens of features we'd never use. As a small/medium sized company, Groove's ticket Inbox and Knowledge Base worked well. Multiple members of the support team were able to assign tickets, leave notes, change ticket status, etc. Plus, I love being able to merge tickets and see customer info on the sidebar."
"To our customers, our support looks and feels just like email. They don’t know the difference. But for our customer support agents, Groove gives us all the features we need to give awesome customer support."
"We appreciate the simplicity, the ease of setup, and the experience our customers have using Groove. Other services we've looked into may have decent functionality at a good price, but when we tested it from a customer's perspective, it didn't feel like a good solution. Other companies require too many steps. Groove is as easy as sending an email."
"We tried products like Freshdesk, Intercom, and Hubspot. They included too many features and just ended up being expensive overkills for us. Nothing felt right until Groove."
"Groove is a turnkey solution that allows us to focus on serving our users instead of building unnecessary custom tools."
"Whenever we start getting the same question more than a few times, we just turn the answer into a Knowledge Base article. It’s saved us a ton of time."
"We love answering our customer's emails via Groove. It's so user friendly and I love the helpful blog posts!"
"KB has been invaluable to us. Our users can easily find answers to many questions without needing to wait for a response from us."
The best Zendesk alternative:
Make the right choice
We don’t think the “best” customer support software exists. Rather, we believe each business has different needs that require different solutions. Here are some resources to help you make the right choice.
What's Next
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