The Slack integration alerts your team of any new tickets entering Groove, right from inside a Slack Channel. With the Slack integration installed, you can collaborate with your team on tickets in real time, or setup desktop notifications for incoming tickets.

To set up your Groove Channel in Slack, head to the Apps Menu, and select Slack under Team Chat Apps

On the Slack App Page, press the button to Install.

You’ll be directed to a page to pick your Slack team. If you don’t see your team listed, you can enter your email address to find your team.

We’ll need your permission to access your Slack Account. If you agree to the terms, select Authorizify. If you’d like to turn back without completing the integration, simply Deny Request.

After authorizing, you’ll reach the Slack Settings.  Here’s where you can adjust your preferences on the kinds of notifications you get, and the Mailbox or Mailboxes that send your Slack notifications. You’ll also be able to match your agents to their Slack names so that they’ll receive their own @notifications on tickets assigned to them. You can name your Slack channel whatever you’d like in the Channel field, but we’ll call it Groove by default.

Save Changes, and you’ll see a Groove Channel created in Slack. 

Once you start receiving tickets, you’ll see the notifications appear.

If you need to uninstall the Slack integration for any reason, you can do so in the Slack Settings using the Uninstall button, or in the Slack App Page.

Zapier enables anyone (marketing, support, legal, HR, ops, product, etc...) to connect together the web apps they use to run their business, without writing code.

With the Groove/Zapier integration, you can integrate Groove with hundreds of different apps, and the possibilities are endless:

• SMS alerts or push notifications for new Groove tickets

   
   

• Create JIRA issues or Trello cards from Groove tickets

   
   

• Create Salesforce cases from Groove tickets

   
   

• Create Groove tickets via Gravity Forms

   
   

• Create Basecamp to-dos from Groove tickets

   
   

• Create Github issues from Groove tickets

   
   

• and many, many more...

The process for setting up the integration is simple:

To use Groove with Zapier, you’ll first need to connect your Groove account. During the initial steps of making a Zap, you’ll see your connected Groove accounts:

If you don’t already have a connected account, choose *Connect a New Groove Account* and give it a name:

You’ll get a popup prompting you to sign in to your Groove account. If you don’t yet have an account, sign up for free here.

When the authorization box appears, sign in with your Groove credentials (this is to let Zapier link your Groove account to the other apps you choose).

Now you'll see your Groove account connected to Zapier, and you can give your Groove account a name if you like.

That’s it! You’re connected and ready to create some Zaps!

Delighted is a platform for sending NPS surveys to your customers. You can integrate your Delighted account with Groove to automatically send your survey responses to your Groove account, where you can easily reply and track your conversations. 

To get started, log into both your Groove and Delighted accounts. In Delighted, go into your Settings > Integrations here. Locate Groove on within the list of apps and click to set up your integration.

Once connected to Groove, you can configure the types of tickets you want to receive based on your survey activity. 

Add as many rules as you like, based on responses or trends, then save and you're good to go!

When your survey tickets arrive in Groove, they will post as a private note with a list of details about the customer. Then you can reply to your customer from Groove and these details will not be included in your reply, but the conversation will be contained to the ticket.

Your survey tickets will automatically be labeled with "delighted" and either "promoter," "passive," or "detractor" based on the survey score. 

You can help organize these tickets using folders with conditions based on these labels, making it even easier to track feedback and respond to your customers.

JustCall is an anytime, anywhere, any device phone system for your sales and support teams. It takes seconds to get phone numbers in 58 countries and start making or receiving calls. With one click, JustCall integrates with Groove and lets you master your customer support with ease.

JustCall manages all your customers, call records and logs and synchronizes everything with Groove.

All your call logs and call recordings are directly accessible from your Groove dashboard and mailboxes. Connect with your customers in a more efficient manner and stay updated.

Tickets are created against customers on Groove, whenever there is an incoming call from a customer or an outbound call from an agent.

Setting up the integration

1. Login to your JustCall account.
2. Select Integrations from the sidebar and click + Add for the Groove Integration.
3. In the dialog box that opens, click on Connect to Groove button.
4. You will be redirected to Groove servers where you have to authenticate JustCall to access your account. 
   Click on the Authorize Them button.
5. Once you have authorized JustCall, you will be redirected and receive a confirmation message.

After these steps have been completed, all of your JustCall customer data will be synced with your Groove account.

We support a variety of third party integrations in Groove, so you can have easy access to more in-depth customer information next to every ticket. Here are some easy integration instructions for the third party integrations we offer at Groove.

• Highrise
• Nimble
• Batchbook
• Zoho
• Capsule

Working with an internal sales app or CRM that's not on this list? We might be able to accomodate you with our Custom Profile App (located in our Apps menu) and some help from a developer.

With Zapier, Groove and ProjectManager.com now integrate with each other, bringing together the power of Groove’s extensive ticketing platform and the suite of productivity tools from ProjectManager.com. Sending tickets from your support team to your developer and project teams has never been easier. One of the many powerful features bridged by Zapier is the ability to create a task when a new ticket is created. Starting your first integration is easy!

Step 1: Get a free Zapier account at: www.zapier.com

Step 2: Select your desired integrated features. In this we are creating a when a new ticket is assigned

Step 3: Add your Groove account, you’ll be prompted with this screen:

Make sure to follow the directions and accept the pop up that comes after you name the account.

Step 4: Add your ProjectManager.com account. You’ll be prompted with this dialog box:

Open the link that says “click here” in a new tab. This will explain how to retrieve your API key. After retrieving your key, add it in to lower box.

Step 5: Set your trigger filters. This way only desired tickets are sent to ProjectManager.com. You may also create custom filter to fit your specific needs.

Step 6: Edit the settings that populate the ticket info in ProjectManager.com. These will be how PM names and logs the start dates of tickets. Make sure to edit for your team’s preference.

Step 7: Test the integration! Follow the direction in the dialog box after you click the button shown below

Groove’s Constant Contact integration lets you connect your help desk with your email marketing software. You’ll be able to:

• See customer mailing list subscriptions next to every ticket

• View a customer’s profile for any mailing list

• Subscribe or unsubscribe a customer from a Constant Contact list without leaving Groove

How To Set Up The Groove/Constant Contact Integration

1) First, head over to the Apps section in Groove and click on the Constant Contact app, and then click Install.

2) Follow the prompts to connect your Constant Contact and Groove accounts via OAuth.

3) Once the integration is installed, you can choose which Groove mailboxes you’d like to activate it for under Settings.

4) Now, whenever you open a ticket, Groove will automatically check to see if the sender’s email address is subscribed to any of your lists.

Each user's Constant Contact information will appear in the right sidebar of the Ticket View.

You can easily add customers to any list:

Or unsubscribe them:

You can remove the Constant Contact integration at any time by visiting the Constant Contact page in the App Store.

Groove’s Campaign Monitor integration lets you connect your help desk with your email marketing software. You’ll be able to:

• See customer mailing list subscriptions next to every ticket

• View a customer’s profile for any mailing list

• Subscribe or unsubscribe a customer from a Campaign Monitor list without leaving Groove

How To Set Up The Groove/Campaign Monitor Integration

1) First, head over to the Apps section in Groove and click on the Campaign Monitor app, and then click Install.

2) Follow the prompts to connect your Campaign Monitor and Groove accounts via OAuth.

3) Once the integration is installed, you can choose which Groove mailboxes you’d like to activate it for under Settings.

4) Now, whenever you open a ticket, Groove will automatically check to see if the sender’s email address is subscribed to any of your lists.

Each user's Campaign Monitor information will appear in the right sidebar of the Ticket View.

You can easily add customers to any list:

Or unsubscribe them:

You can remove the Campaign Monitor integration at any time by visiting the Campaign Monitor page in the App Store.

Groove’s MailChimp integration lets you connect your help desk with your email marketing software. You’ll be able to:

• See customer mailing list subscriptions next to every ticket

• View a customer’s profile for any mailing list

• Subscribe or unsubscribe a customer from a Mailchimp list without leaving Groove

How To Set Up The Groove/MailChimp Integration

1) First, head over to the Apps section in Groove and click on the MailChimp app, and then click Install.

2) Follow the prompts to connect your MailChimp and Groove accounts via OAuth.

3) Once the integration is installed, you can choose which Groove mailboxes you’d like to activate it for under Settings.

4) Now, whenever you open a ticket, Groove will automatically check to see if the sender’s email address is subscribed to any of your lists.

Each user's MailChimp information will appear in the right sidebar of the Ticket View.

You can easily add customers to any list:

Or unsubscribe them:

You can remove the MailChimp integration at any time by visiting the MailChimp page in the App Store.

To keep Chat records and offline chat messages under the same roof as the rest of your support, Groove offers live chat integrations with SnapEngage, one of the most popular and beloved live chat services available. 

In order to integrate SnapEngage with Groove, you must first have an account the chat service. If you don't currently have an account, but would like to incorporate Live Chat in Groove, you can set up an account here: SnapEngage

Once you're all set up, you're ready to integrate Live Chat into Groove! 

In the Apps Menu, select the SnapEngage App. Once inside the App integration portal, press Install. 

 

The HipChat App integration will give you real time alerts of any new tickets entering Groove, right in HipChat. Installing the HipChat app is pretty straightforward, as long as you're the Admin of your HipChat account.

To verify that you are an admin, first sign into your Hipchat account at the following URL:

https://www.hipchat.com/sign_in

Once your signed in, you should see the "Group admin" tab at the top of the page:

 If the "Group admin" tab is not present, you'll need to contact an admin of your account to continue.

Click the "Group admin" tab to continue.

You should see the following page, with a tab bar underneath the HipChat logo. Click the "API" tab to continue.

Create a New Token

The form to create a new token is located at the bottom of page:

Verify that you're creating an "Admin" token and give it an appropriate label:

After creating your token, copy it to your clipboard:

And paste into Groove:

Setup Notifications

Once you've added your HipChat token to Groove, you can choose when and where to post notifications:

In order to receive completed chat transcripts in your Groove account, we require a customer email address for transcript ticket creation. With your customer’s email address attached to the chat ticket, you can follow up to customers from closed chat transcripts to field any lingering questions or comments, or give your customers an opportunity to submit feedback on their experience. 

The SnapEngage widget defaults to start chat immediately without requesting an email address from your customer, but it’s easy to change in the SnapEngage Settings Menu.

In the SnapEngage Settings, select Style from the left side bar.

In Style, you’ll be able to customize your widget tab and chat box appearance preferences. Scroll down to the Pre-Chat Form Settings Menu in the Chat Box section to control whether or not you collect an email address before chat initiation. Switch the Pre-Chat Form: Require Visitors to provide an email address option to On. This option does not apply to proactive chats, but offline messages always require an email address.

This article will cover the following topics: 

• Finding your Highrise domain 
• Locating your API Key

How to find your domain

You can find your Highrise sub-domain by simply loggin in to your account. In the account URL your domain is the text the preceeds .highrisehq.com

For the account URL above, groove4.highrisehq.com, your sub-domain would be groove4. 

How to locate your API Key

To locate your API Key first login to your Highrise account. Once you've logged in go to your 'Account Settings' then click on 'My Info':

In My info select 'API Token' and copy the token located below. 

To integrate your Nimble CRM with Groove click 'Install App' and sign in to your Nimble account: 

Once you've entered your credentials, give Groove permission by selecting 'Authorize': 

This article will cover the following topics: 

• Finding your Batchbook domain 
• Locating your API Key

How to find your domain

You can find your Batchbook sub-domain by simply loggin in to your account. In the account URL your sub-domain is the text the preceeds .batchbook.com

For the account URL above, groove.batchbook.com, your sub-domain would be groove.

How to locate your API Key

To locate your API Key first login to your Batchbook account. Once you've logged in go to your 'Account Settings' then click on 'Integrations':

In Integrations and copy your Batchbook API Key.