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Software · head to head

Zendesk vs Groove

Zendesk logo

Zendesk

Software

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite
Groove logo

Groove

Software

Simple, powerful support for growing businesses

From
$12/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Zendesk aI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation; Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
  • They diverge on capability: Zendesk covers Ticket management, Groove covers Shared inbox.

Where they differ

Only the attributes on which Zendesk and Groove actually diverge.

Attributes where Zendesk and Groove differ
AttributeZendeskGroove
Starting price$19/month$12/month
PlatformsWebWeb, Ios, Android
Founded20072011

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated), category (Unknown).

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 Zendesk

  • Ticket management
  • Omnichannel support
  • Call center
  • Analytics & reporting
  • Automation
  • Customer satisfaction
  • Shopify
  • Microsoft Teams

Only in Groove

  • Shared inbox
  • Automation rules
  • Reporting
  • Collision detection
  • Zapier
  • Trello
  • SSL
  • GDPR

Both cover

  • Knowledge base
  • Live chat
  • Slack
  • Salesforce
  • Jira

What people use each for

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

Zendesk

  • Help desk and ticketing system managementnot Groove
  • Omnichannel customer supportnot Groove
  • Knowledge base and self-service portalsnot Groove
  • AI-assisted customer servicenot Groove

Groove

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

Where each one falls short

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

Zendesk

  • AI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • Copilot and Contact Center features available as separate add-ons at £50+/agent/month
  • Advanced routing, workforce engagement, and approval workflows limited to Enterprise tier
  • Highest tier requires sales consultation and custom pricing

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

Pricing, plan by plan

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

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

Which should you pick?

Choose Zendesk if

  • You need ticket management.
  • You also want omnichannel support.
Zendesk review

Choose Groove if

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

Questions people ask

Is Zendesk or Groove better?
Neither clearly leads. Zendesk starts at $19/month and Groove at $12/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Zendesk or Groove?
Zendesk starts at $19/month and Groove at $12/month.
Does Zendesk or Groove run on more platforms?
Zendesk runs on Web. Groove runs on Web, Ios, Android.
What is Zendesk best used for?
Zendesk is most often used for help desk and ticketing system management, omnichannel customer support, knowledge base and self-service portals, ai-assisted customer service. Of those, help desk and ticketing system management and omnichannel customer support are not what Groove is typically brought in for.
What can Zendesk do that Groove cannot?
Zendesk covers Ticket management, Omnichannel support, Call center, Analytics & reporting. Groove covers Shared inbox, Automation rules, Reporting, Collision detection. Both handle Knowledge base, Live chat, Slack, Salesforce.
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Related pages

More on Zendesk

More on Groove

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