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Customer Support · head to head

Groove vs Kylas

Groove logo

Groove

Customer Support

Simple, powerful support for growing businesses

From
$12/month
Free plan
No
Full reviewWebsite
Kylas logo

Kylas

CRM

Indian sales CRM sold at a flat monthly rate with unlimited users instead of per seat

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Kylas has a free tier, so it costs nothing to try first.
  • Each has a real cost: Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch; Kylas unlimited users only moves the meter rather than removing it: records are capped, and expanding beyond one hundred thousand costs 500 INR per twenty thousand, which becomes the real cost driver for any business with a large lead database.
  • They diverge on capability: Groove covers Shared inbox, Kylas covers Unlimited users on every plan.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Groove and Kylas actually diverge.

Attributes where Groove and Kylas differ
AttributeGrooveKylas
Starting price$12/monthFree
Pricing modelsubscriptionFlat rate per month, unlimited users
Free tierNoYes
CategoryCustomer SupportCRM
Founded2011Unknown

Identical on both: platforms (Web, Ios, Android), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Groove

  • Shared inbox
  • Knowledge base
  • Live chat
  • Automation rules
  • Reporting
  • Collision detection
  • Slack
  • Salesforce

Only in Kylas

  • Unlimited users on every plan
  • Lead and deal management
  • Record based limits
  • Workflow automation
  • Quotation management
  • Telephony integrations
  • WhatsApp and SMS
  • BI analytics add-on

What people use each for

The jobs each tool is most often brought in to do.

Groove

  • Shared inbox and help desk ticketing for small support teamsnot Kylas
  • Handling email, chat and messaging support in one queuenot Kylas

Kylas

  • A twenty five person Indian inside sales team where per seat CRM pricing would cost several times a flat monthly ratenot Groove
  • A company that wants every employee including support and delivery staff to see customer records without buying them seatsnot Groove
  • A business with high sales headcount turnover that does not want to renegotiate licence counts every quarternot Groove
  • An Indian SME needing native WhatsApp, IndiaMART and local telephony connections rather than a Western CRM with adaptersnot Groove

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Groove

  • Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
  • A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
  • A quiet month still pays the 250 ticket floor
  • No mailbox limit is published

Kylas

  • Unlimited users only moves the meter rather than removing it: records are capped, and expanding beyond one hundred thousand costs 500 INR per twenty thousand, which becomes the real cost driver for any business with a large lead database.
  • Core functionality such as workflows, email templates and email tracking is sold as separate add-ons from 500 to 800 INR a month, so the advertised flat rate is not what an automated sales operation actually pays.
  • The free Embark plan caps records at ten thousand and explicitly cannot be expanded, so it is a trial with no upgrade path in place rather than a workable long term free tier.
  • Kylas is built around Indian sales practice and its integration marketplace is dominated by Indian telephony, payments and lead sources, which makes it a poor fit for companies selling primarily into Europe or North America.
  • Onboarding is charged at 25,000 INR one-off with training at 5,000 INR per three hour session, so first year cost is meaningfully above twelve months of subscription.

Pricing, plan by plan

Groove

$12/month
  • Standard$12/month
    • 1 mailbox
    • Knowledge base
    • Live chat
  • Plus$20/month
    • 5 mailboxes
    • Full reporting
    • Rules
  • Pro$35/month
    • 25 mailboxes
    • Salesforce
    • Enterprise SSO

Kylas

Free
  • EmbarkFree
    • Free for life
    • Unlimited users
    • Ten thousand records, not expandable
  • Elevate$12999/month
    • Flat rate for unlimited users, not per seat
    • One hundred thousand records, expandable
    • Quarterly, half-yearly and annual billing terms
  • Exceed$undefined/month
    • Custom pricing
    • Unlimited users
    • Around 1.1 million records, adjustable

Which should you pick?

Choose Groove if

  • You need shared inbox.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
Groove review

Choose Kylas if

  • You need unlimited users on every plan.
  • You want to start without paying.
  • You work on Web, iOS, Android.
  • You also want lead and deal management.
Kylas review

Questions people ask

Is Groove or Kylas better?
Neither clearly leads. Groove starts at $12/month and Kylas at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Groove or Kylas?
Kylas has a free tier; the other does not. Paid plans start at $12/month for Groove and Free for Kylas.
Does Groove or Kylas run on more platforms?
Groove runs on Web, Ios, Android. Kylas runs on Web, iOS, Android.
Can I use Kylas for free?
Yes. Kylas has a free tier, so you can try it without paying. Groove starts at $12/month.
What is Groove best used for?
Groove is most often used for shared inbox and help desk ticketing for small support teams, handling email, chat and messaging support in one queue. Of those, shared inbox and help desk ticketing for small support teams and handling email, chat and messaging support in one queue are not what Kylas is typically brought in for.
What can Groove do that Kylas cannot?
Groove covers Shared inbox, Knowledge base, Live chat, Automation rules. Kylas covers Unlimited users on every plan, Lead and deal management, Record based limits, Workflow automation.

Answered from the vendors’ own pages

Groove: How is Helply priced?

Helply uses per-ticket pricing at 1 dollar per ticket. This single price covers all features including resolutions, drafts, churn alerts, upsell flags, feature requests, and documentation.

Source
Kylas: What does Kylas cost?

The Elevate plan is a flat rate of about 12,999 INR per month for unlimited users, with quarterly, half-yearly and annual terms. There is a free Embark plan and a custom Exceed tier.

Groove: Do I need to pay per team member for Helply?

No, Helply charges per ticket, not per seat. You can bring your entire team, AEs, PMs, and integrations without additional per-person charges.

Source
Kylas: Does unlimited users really mean unlimited?

Yes for seats. The limit is on records: ten thousand on the free plan, one hundred thousand on Elevate, expandable at 500 INR per twenty thousand.

Groove: What's included in Helply's per-ticket price?

The per-ticket price of 1 dollar includes resolutions, drafts, churn alerts, upsell flags, feature requests, documentation, and all AI capabilities with no separate add-on charges.

Source
Kylas: What is not included in the flat rate?

Workflows, email templates, email tracking, the security module and BI analytics are add-ons from 500 to 5,000 INR per month. Onboarding is 25,000 INR one-off.

Groove: Is there a free trial for Helply?

Helply offers a free 12-minute demo walkthrough. Enterprise plans are also available for larger organizations.

Source
Kylas: Is it usable outside India?

It works, but the integration marketplace and sales workflows are built for the Indian market and the pricing is quoted in rupees.

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