Groove is an email-first help desk and shared inbox for teams that want support workflows without heavy configuration. Support teams use Groove to manage customer emails, knowledge base work, and live chat from one place.
Customer Success teams use Groove data to see which accounts ask for help often, which accounts go quiet, and which accounts need a proactive check-in. Custify imports Groove tickets and contact data, then maps support activity to the matching person and company.
What can I do with Groove in Custify?
Custify + Groove brings support history into the customer view so CSMs can act on ticket activity next to account health and renewal data.
- Import Groove tickets as Touchpoints on the matching person and company in Custify.
- Match Groove contacts to people in Custify by email, then roll tickets up to the company level.
- Track total, open, pending, and closed ticket counts per account.
- Review the full Groove ticket history directly inside the Customer 360 Profile.
- Segment customers by Groove activity, such as high open ticket count or no support contact in the last 30 days.
- Trigger Playbooks when ticket counts cross a threshold, so CSMs get a task or alert at the right time.
- Feed ticket data into Health Scores to include support load in each customer health view.
Groove uses the contact email as the primary identifier. Custify matches tickets to people by email and rolls those tickets up to the company level.
Common use cases
- Spot at-risk accounts from support load. Segment accounts with a high number of open tickets and route them to a CSM for a check-in.
- Re-engage quiet accounts. Build a segment for accounts with no support contact in the last 30 days.
- Make support count toward health. Add open and pending ticket counts to the health score, so a support spike shows up as account risk.
- Automate the response to a spike. Fire a Playbook when an account crosses an open-ticket threshold.
- Walk into calls prepared. Review Groove ticket history inside the Customer 360 Profile before a renewal or check-in.
How does Groove work with Custify?
Custify + Groove imports Groove tickets and contacts, matches them to customer records, and keeps the support view current.
How matching works
- The contact email is the primary identifier.
- Custify matches each Groove contact to a person by email, then rolls tickets up to that person’s company.
- Optional company-based matching links tickets to the company that owns the email domain when no person matches.
What gets added to the account
- Groove tickets imported as Touchpoints on the matching person and company
- Total, open, pending, and closed ticket counts per account
- Full Groove ticket history inside the Customer 360 Profile
How it works, step by step
- You connect Groove to Custify with an API token.
- Custify imports your existing Groove tickets and contacts.
- Custify matches each contact to a person by email, then rolls tickets up to the company.
- Each account shows total, open, pending, and closed ticket counts, with full history in the Customer 360 Profile.
- Custify syncs every 30 minutes to keep ticket data current.
How do I activate this integration?
Custify + Groove needs an API token from a Groove admin account.
- Generate your Groove API token
- In Groove, go to Settings > Organization > API.
- Generate a new API token and copy the value.
- Connect Groove in Custify
- Sign in to Custify and go to Settings > Integrations.
- Find Groove in the list and click Connect.
- Paste your Groove API token into the connection form and click Save.
- Confirm the connection
- Custify pulls your existing tickets and then runs a sync every 30 minutes to keep them current.
Integration settings in Custify
Custify keeps Groove tickets current with a sync every 30 minutes. The Use company-based matching setting links tickets to the company that owns the email domain when no Person is found by email. This helps unmatched support contacts still roll up to the right account.
Notes and important information
- Groove email address is the primary identifier for matching tickets to people in Custify.
- Custify aggregates Groove ticket data to the company level after matching the contact email.
- You need admin access in Groove to generate an API token.
- Custify pulls existing tickets on connection, then syncs every 30 minutes.
- Company-based matching is optional. Turn it on if you want unmatched email addresses to roll up to the company that owns the domain.
FAQs
Can Groove ticket data be used in customer health scores?
Yes. Groove ticket counts can feed Health Scores, so open, pending, or high-volume support activity can affect customer health.
Can Custify segment accounts by Groove ticket activity?
Yes. Custify can segment customers by Groove activity, such as open tickets, closed tickets, pending tickets, or lack of recent support contact.
How does Groove support history help CSMs?
Groove support history gives CSMs context before calls, renewals, QBRs, and escalations. The CSM sees what customers asked for before starting the next conversation.
What happens when a Groove contact email is not in Custify?
Company-based matching can link the ticket to the company that owns the email domain when no matching Person exists in Custify.
Can Groove tickets trigger Custify Playbooks?
Yes. Groove ticket thresholds can trigger Custify Playbooks, so CSMs receive tasks or alerts when support activity needs attention.
Did Groove change its name to Helply?
Yes, Groove as a business is now Helply, but the core Groove helpdesk service remains as Groove Classic, part of Groove Networks Holding, Inc, which continues to do business as “Groove.” Helply is a separate, AI-first platform targeting the B2B market exclusively.
