We’ve just released some new features and enhancements for Groove :) For the last 3-4 months we’ve been consumed with Biz Dev happenings but we’re glad to announce that we’re starting to crank again on some serious product dev. With 5 full time engineers coming on board March 1, look for a ton of stuff coming down the line the next 3-4 months in prep for our public beta launch!

• New feature: Categories for canned replies
• New feature: Agents and end users are able to now to see all comments for a single ticket in one email thread.
• New feature: Tickets now come into your Inbox in realtime.
• New feature: For the chat URL, we now allow for wildcards.
• Enhancement: Agents can now embed videos in Knowledge Base articles
• Enhancement: We now show the mailbox name in the tickets list page (i.e. support@groovehq.com)
• Enhancement: After submitting tickets from the help widget end users can now optionally submit another ticket without having to refresh the page.
• Enhancement: After agents edit a customer’s information and click update it closes the modal.
• Enhancement: Chats now automatically pop-up in the chat view with the message rather than having to click open first.
• Enhancement: We now only show ‘New’ and ‘Open’ tickets in the list view.
• Enhancement: Added a ‘Title field’ in the ‘My info’ settings section which allows agents to use this variable in their email signature.
• Enhancement: Changed the design for ‘New ticket’ creation.
• Enhancement: Agents now don’t have to hit the ‘return’ key when adding labels.
• Enhancement: Agents can now add labels from the ‘Ticket settings’ section under ‘Labels’.
• Enhancement: Admins can now customize the header text of the help widget when the widget is open.
• Enhancement: Agents can now add labels when creating tickets.
• Enhancement: Made the ‘Update’ button much more responsive. No more waiting a few seconds here. Should be instant :)
• Enhancement: Contact us form in the Knowledge Base is now optional.

What’s coming up over the next few weeks?

Rules, Custom Filters and Recent Activity. Stay tuned for our next update :)