Groove Help Desk1.5.2 - App Store

Deliver personal customer support wherever you go with Groove's mobile help desk app, built specifically for iOS as the perfect companion to our web app.

Groove is the simple help desk alternative for growing, customer-centric companies. All the features you love from the web app-seamless omni-channel support, simple inbox management, and team collaboration tools-are now available on your phone.

Use the mobile app to:

- Stay updated in real time with a view of all messages from all of your inboxes.
- Reply, forward, or add notes to conversations, including mentioning other agents.
- Respond with confidence knowing collision detection will detect other agents' activity.
- Take action on conversations (star, tag, reassign, change state, follow).
- Get more context with full customer profiles in the app, including recent conversations.
- Switch devices and continue where you left off with automatic syncing.

As the simplest omni-channel help desk on the market, Groove is the #1 choice for over 10,000 customer-centric businesses. No clutter. No complexity. Just beautiful, intuitive support solutions to help you connect with customers and grow your business.

Version History Minor Bug Fixes & Improvements 1.5.2 04/30/2024 Minor Bug Fixes & Improvements 1.5 04/18/2024 New Features:
- Instant reply actions

Improvements:
- Exclude deleted KB articles from search results.

Bugs:
- Fix not all recipient email addresses being included in the reply. 1.4 03/23/2023 New Features:
- Toggle the display of trimmed content below messages

Improvements:
- Refine the swipe sensitivity in the folder screen

Bugs:
- Fix notification settings sometimes getting reset
- Fix occasional errors when opening certain folders
- Fix smart replies not always inserting 1.3.7 02/13/2023 New Features:
- View Shopify customer information and recent orders
- Add attachments to messages, insert attachments into messages, and share attachments with web

Improvements:
- Support sounds for all notifications
- Show the count of open conversations beside inbox names when collapsed

Bugs:
- Fix displaying the wrong "To" address in the message header when collapsed
- Fix new users not seeing all inboxes on initial app open 1.3.6 12/12/2022 New Features
- Search for conversations by keyword and advanced filters.
- Undo sending conversations.

Improvements
- Adjust the height of the subject field automatically.
- Navigate back after closing a conversation.

Bugs
- Fix ratings sometimes display the wrong name.
- Prevent unexpected conversation reopen events from showing.
- Fix the avatar in the navigation bar not updating after reassigning.
- Fix collision detection from not working reliably. 1.3.5 09/26/2022 - New quick reply editor when replying to conversations
- Quickly manage tags from the conversation header
- Assigned agents avatars now display on assigned conversations

Improvements:
- Reliablity improvements to app notifications
- Other small improvements to the reliability and usability of the apps 1.3.4 06/23/2022 - Easier Replies, Notes & Forwarding:
We have updated the interface to allow you to add an email template, reply, forward or leave a note with fewer taps.

- Swipe to Navigate Between Conversations:
Now you can easily swipe left or right to go to the next/previous conversations without having to go back to the email list.

- Improvements To Quick Actions:
Now you will immediately be able to Close or Reopen a conversation on the email list by sliding left to right on the conversation, saving you a few taps.

- Faster Tagging:
We now display the most used tags at the top of the tag selector to save you time from scrolling around to find the tags you use most! 1.3.3 06/01/2022 Bug fixes and performance improvements. 1.3.2 04/26/2022 New Features:
- See your CSAT ratings and comments in your conversation events
- Support for previewing and downloading additional attachments file types

Improvements:
- Minor design & usability improvements

Bug Fixes:
- Fix “To:” field not being selected when forwarding an email
- Fix for conversations not being restored correctly when moving it out from Trash 1.3.1 04/14/2022 New Features:
- Push notifications: Get notified when new conversations come in or existing conversations are updated
- Customizable reply states: Choose what should happen to a conversation when replying, forwarding, or adding a note
- Conversation contacts: Expand a message header to see all involved contacts and tap to view their contact information
- What's New: See new features highlighted by showing a summary on app launch

Improvements:
- Improve the speed of opening a conversation
- Improve the speed of opening and closing a message
- Modernize the design of tables

Bug Fixes:
- Fix new drafts being unintentionally created on every text change
- Fix canned replies occasionally failing to insert
- Fix the previous message sometimes showing as empty when adding a reply 1.3 02/25/2022 New Features:
- Start a new conversation or log a call from the mailboxes screen
- Add a quick way to message the Groove support team through the settings modal
- View and insert Knowledge Base articles right from the reply modal

Improvements:
- Show the conversation number in the conversation list and conversation screen
- Hide the tag and reassign actions in the conversation toolbar for conversations marked as spam or in trash

Bug Fixes:
- Fix some users not being able to send out replies
- Fix not being able to forward messages without a message body
- Fix some messages requiring horizontal scrolling 1.2 12/10/2021 Improvements:
- Tidy up the design of recent conversations
- Scroll to the last message in a conversation when directly navigating between conversations
- Show the conversations count alongside the folder name on the folder screen
- Hide canned reply categories without any canned replies in them
- Handle internal conversation links to open within the app
- Indicate the current sort direction on the folder screen
- Increase the size of the star button hit area
- Show the app version in the settings screen
- …and a bunch of overall polishing of the app!

Bug Fixes:
- Fix notes sometimes showing an unnecessary "More" button
- Fix the tag name input when creating a new tag immediately showing in the error state
- Fix an error that could happen after permanently deleting a conversation
- Fix the assignee not displaying correctly when assigned to a team
- Fix a bug occasionally preventing collision detection from working
- Fix deep linking not always working
- …and a bunch more edge cases! 1.1.1 11/17/2021 New Features
- View and use your canned replies right from the inline reply bar or the reply modal
- Update a conversation's state, tags, or assignee by using swipe actions on the folder screen
- Find a specific tag by filtering by name in the tags modal
- Select recently used tags from the top of the tags modal
- Faster loading of mailboxes and folders on the mailboxes screen
- Faster loading of messages on the conversation screen

Improvements
- Suggest to refresh the screen if the app has been in the background for a while
- Match the web display of conversation event actions
- Use optimistic updates for a bunch of additional actions (e.g. assigning a conversation or creating a tag)
- Include the year in timestamps if it's not this year
- Highlight notes on conversations on the folder screen
- Show a placeholder in recent conversations when a conversation doesn't have a subject
- Use the high resolution version of agent avatars if available
- Show only tags with open conversations on the tags screen
- Make sure to respect the web settings in the following scenarios:
- What should happen to the conversation state after replying (e.g. close or keep open)
- How to display the mailboxes (i.e. all together, all separately, or all separately with a combined mailbox)

Bug Fixes
- Fix the auto capitalization in the reply editor not working as expected
- Fix conversation event actions not showing after notes
- Fix the conversations on the folder screen not being sorted correctly
- Fix optimistic updates for marking as read/unread not being optimistic
- Fix images in notes getting displayed only partially
- Fix words getting incorrectly wrapped in notes
- Fix the tags modal showing empty after editing a tag
- Fix a whole bunch of truncation issues
- Fix the loading indicator not displaying when loading tags
- …and a bunch more edge cases! 1.1.0 08/20/2021 1.0.2 05/19/2021