Why businesses are switching from Groove
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High pricesExpensive for both early-stage startups and growing businesses -
Locked featuresSome useful features are only available on the highest-tier plans -
Hidden costsChannel limits or paid integrations may incur additional costs -
Hard to navigateFinding the right settings and options requires too much time -
Support challengesGetting help can require more time and follow-up than expected -
Limited functionalityMany tasks require workarounds or custom solutions
— Knowledge Base → Request;
— All Channels;
— Only Email;
— Only Messengers.
Additionally, User Identification is available as a modal widget that generates a unique code for identifying customers across your systems.
— Centralized knowledge base — organize articles into categories and sections for easy navigation;
— Powerful search to quickly find answers by title, content, or keywords;
— Multi-language support — provide help in different languages;
— Customer accounts — allow users to track their cases;
— Multi-channel widget — enable communication via email, social media, or messengers;
— Access control — restrict specific content for agents only;
— Full customization — adjust design, branding, and structure to match your product.
Focus modes help agents concentrate by showing only their own open cases and active chats. Automatic distribution respects limits you set on open cases and active chats, allowing agents to do their work with quality and peace of mind.
Redistributed cases prioritize customers who have been waiting the longest, improving response times.
In Groove, you must pay for administrator accounts even if they don't need access to cases.
Plans differ only in the guaranteed reaction time of our support, limits, and the ability to order paid reworks.
An agent can be added for half a day or for half a year, and the prepaid period is adjusted immediately upon adding or removing the agent.
This approach is more fair and cost-efficient than monthly or daily charges.
— Different access levels: full, group-based, limited, or view-only;
— Custom permissions for editing, deleting, tagging, and managing data;
— Role-based setup for fast and consistent team configuration;
— Separate rules for different groups or roles;
— Lightweight access for internal users (e.g. developers, finance, marketing).
This flexibility helps you ensure security, reduce complexity, and match access rights to each team member’s responsibilities.
For more advanced use cases, the search supports:
— Exact match using quotation marks "..."
— Partial word search with the asterisk *
— Multiple phrase search using **
— Alternative options (OR logic) using |
Results are clearly organized into separate tabs — All in one, Cases, Users, and Companies — making navigation fast and intuitive.
By clicking the gear icon, you can customize columns and reorder them with drag-and-drop, so the most important information is always front and center.
This powerful feature saves time and reduces the chance of errors during routine operations.
Majority of them connect directly to Deskie (via official APIs) and are already included in the price. If a channel implies integration with a third-party service (for example, telephony or WhatsApp), then integration on our side is free, but you have to pay for the third-party service separately.
Main Features Comparison
The key features that are most important to helpdesk users
Deskie does not limit the number of channels, while Groove restricts the number of connected channels depending on the selected plan.
✅ All channels available on any plan.
✅ Unlimited channel types and channel connections.
✅ Custom channel connection is available on all plans.
✅ All channels available on any plan.
❌ Channel limits depend on the plan. Additional channels cost €10 each.
❌ No custom channels. Cases can be created via predefined channels only.
With block-based rules, Deskie can handle multiple scenarios in a single rule, whereas Groove requires separate rules for each scenario
✅ All functionality is available regardless of the selected plan.
✅ Up to 5 blocks (ALL /ANY) with AND/OR operators between them.
❌ Rules for existing cases allow you to set an approximate trigger delay.
❌ There is a limit on the number of automation rules.
❌ Automation capabilities depend on your pricing plan.
❌ One block with ALL or ANY of the following conditions.
✅ You can set an exact trigger delay.
✅ No limits on the number of automation rules.
Unlike Groove, Deskie allows you to configure custom agent access rights and flexibly manage access to various features
✅ Agent access can be flexibly configured for channels, groups, and actions.
✅ Ability to create custom roles roles on any pricing plan.
✅ Admins who only handle setup without tickets access are free.
✅ Unlimited Light Agents (€10 each) available on any plan.
❌ Basic access restrictions.
❌ No ability to create custom roles.
❌ You must pay for admin accounts even if they don’t need access to tickets.
✅ Free Light Agents are available on the Plus (up to 10) and Pro (up to 50).
In Groove, Collaborators have more limited functionality than Deskie's Light agents
✅ Ability to edit all case properties
✅ Ability to add or edit private notes and tag agents
✅ Ability to export correspondence, cases/users lists
❌ No permission to create cases/users from the agent account
✅ Ability to edit users properties
✅ Ability to create and edit companies
✅ Ability to edit knowledge base
✅ Ability to set individual access
❌ No ability to edit case properties.
✅ Ability to add or edit private notes and tag agents
❌ No permission to export data
❌ No permission to create cases/users from the agent account
❌ No permission to edit users properties
❌ No permission to create and edit companies
❌ No permission to edit knowledge base
❌ No ability to set individual access
Deskie allows managing your team's availability through agent statuses in real time, independently of working hours
✅ Ability to create custom statuses independently of pricing plan.
✅ Ability to restrict agent access to sync/async channels regardless of plan.
✅ Ability to limit daily time spent in statuses.
❌ No ability to create custom agent statuses.
❌ No channel-specific restrictions via statuses.
❌ There is no option to set up time limits for statuses.
Both Deskie (Focus Modes) and Groove (Round robin) offer functionality to limit the number of cases assigned to agents
✅ Available for all channels on all plans.
✅ It's possible to redistribute unassigned cases every 2 minutes.
✅ Limit the number of cases assigned to agents across all channels.
❌ For chat/social Round Robin load balancing is available on Plus and Pro.
❌ No automatic reassignment of unassigned tickets.
❌ Set limits on the number of assigned chats only.
A full-featured Help Center is automatically provided when you register with Deskie, whereas Groove only offers the option to create a knowledge base
❌ One knowledge base per account.
✅ Customer portal.
✅ Three-level knowledge base structure.
✅ Ideas Channel in the Help Center.
✅ Multiple knowledge bases.
❌ No сustomer portal.
❌ Two-level knowledge base structure.
❌ No ideas channel.
Deskie gives you the ability to set flexible working hours for your team, while Groove only provides a single schedule
✅ Separate schedules for groups or individual agents on all plans.
✅ Ability to set time zone.
❌ No ability to set multiple schedules.
✅ Ability to set time zone.
Deskie and Groove implement artificial intelligence differently, but their overall capabilities are similar
✅ Available on all plans.
✅ AI is available via integration. Deskie does not charge for it — you pay directly to the AI service provider.
❌ Training the assistant requires developer involvement.
❌ Available only on Plus and Pro plans.
❌ Some features are included; others require extra charges or paid integrations.
✅ No need to involve developers. Learns automatically.
Full Features Comparison
Deskie and Freshdesk have many features useful for helpdesk users. Let’s take a look at the differences.
Pricing Plan
per agent per month paid annually
per agent per month paid annually
min 2 agents — max 10 agents
min 1 agent — max 25 agents
min 5 agents — no upper limit
min 1 agent — no upper limit
min 10 agents — no upper limit
min 1 agent — no upper limit
Basic
Minimum 2 agents — Maximum 10 agents
€12
€24
Standard
Minimum 5 agents — No upper limit
€20
€36
Pro
Minimum 10 agents — No upper limit
€32
€56
✅ 14-day free trial period
✅ Automatic recalculation of the paid period
✅ Adding an agent does not require immediate payment
✅ Pay-as-you-go service — no cancellation fees
✅ All features included in all pricing plans
✅ Remove agents any time without losing money
✅ Unlimited Light agents — €10 each
✅ 14-day free trial period
❌ No recalculation of the paid period
❌ Adding an agent requires immediate payment
✅ Cancel anytime — no cancellation fees
❌ Not all features are available on all plans
❌ No cost recalculation when removing agents mid-month
✅ Free Light Agents are available on the Plus and Pro plans
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