The Groove Integration

In this article:

Groove integration overview

Delighted’s Groove integration will automatically create tickets in Groove once a survey response is received. You can configure the rules for creating the ticket, ensuring tickets are only created for specific responses. All tickets created by Delighted will be automatically addressed to the survey respondent, helping to streamline your closed loop processes.

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Setting up the Groove integration

Head to the Integrations tab and choose Groove.
Click “Connect to Groove.”
You’ll be redirected to Groove. Click “Authorize” on the following page.
You’ll be redirected back to Delighted. Click “Add a new rule” and include as many rules for creating tickets as desired.
Optional: Click “Send test” to create a test ticket in Groove with sample response data.
Click “Save & turn on.”

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Viewing the synced ticket in Groove

The synced response information will appear as a private note on a new Groove ticket, not visible to customers. The note will include all response details, including the score, comment, and properties passed to Delighted.

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I just received a response—why am I not seeing a new ticket in Groove?

By default, we include a 10-minute delay between a response being received in Delighted and a ticket being created in Groove. This delay ensures that respondents have adequate time to leave comments before syncing responses over to Groove.

Beyond this delay, the most common reason a ticket might not be created is tied to the conditions for ticket creation. For example, if your Groove integration uses the rule, “Only promoters who comment,” then no tickets will be created unless the Delighted response meets that exact specification.

Be sure to check your rules and recent responses to see if there are any eligible responses that should have created tickets. 

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