Resources · Make integration

Groove Make integrationAutomate Groove with Make.

Your Groove inbox can sort part of its own tickets. The Groove Make integration gives you 16 modules, including 4 instant triggers and 11 actions. This guide is for support leads who want to connect the account, build a first scenario and pick the right module.

Try the Groove integration on MakeSee the 16 modules

Verified Trustpilot reviews · AI, automation & growth agency

What you can automate

What can the Groove Make integration do for your support team?

The Groove Make integration links your Groove help desk to Make, a no-code tool where you build a scenario: the automation itself, a chain of modules that runs on its own. Each module is one brick of that chain. Groove brings four triggers that react to events and twelve modules that create, read or update tickets.

Tickets that arrive already filed. A lead form, a chat tool or a spreadsheet row can open a ticket with Create a Ticket, then Add Labels to a Ticket tags it so the right person sees it first. Nobody copies the request by hand.

A team that hears about changes right away. Watch Ticket Event and Watch Message Event are instant triggers: Groove calls Make as soon as something happens, so a scenario can post an alert in your team chat or log the change in a report.

Cleaner routing without opening each ticket. Search Tickets finds the tickets that match your criteria, and Update a Ticket Assignee or Update a Ticket's Assigned Group moves them to the right agent or group.

One caution from Make itself: the Groove documentation page says it was generated with AI from the vendor's docs and may contain mistakes, so check anything critical with Groove. Groove may also exist as an n8n node; the n8n vs Make page explains how the two tools differ. For a guided start, see our Make training, and when a scenario fails, open Make troubleshooting.

Connect

How do you connect your Groove account to Make?

  1. 01

    Copy your API token in Groove

    You need to be an admin on an active Groove account. Open the account settings, click the API section and copy the API token shown on screen. Keep it at hand: Make asks for it in the next step, and it stays private.

  2. 02

    Add a Groove module in Make

    In your scenario, add any Groove module and click Create a connection. The connection is your Groove account linked to Make once, then reused by every Groove module. The Connection name field is optional; a clear name helps if you manage several accounts.

  3. 03

    Paste the token and save

    Paste the API token you copied from Groove, or follow the on-screen instructions, then confirm. Make checks the credentials and the connection appears in the module. From now on, every Groove module in any scenario can pick it from the list.

First scenario

Build your first scenario with Groove

GoalWhen a request lands in another app, Make opens a ticket in Groove and labels it so it reaches the right queue.

  1. 01

    Create the scenario

    From the Scenarios page, create a new scenario and click the + to add the first module. Pick the app where requests come in, such as your form tool or a spreadsheet.

  2. 02

    Add Create a Ticket

    Click the + on the right of that first module, search for Groove and choose Create a Ticket. Select your connection, then map the requester and the message from the previous module.

  3. 03

    Tag it with Add Labels to a Ticket

    Add a third module, Add Labels to a Ticket. Map the ticket returned by Create a Ticket and type the labels your team filters on, for example the product line or the request type.

  4. 04

    Test with Run once

    Click Run once. Make runs the scenario one time and shows the bundles each module received; a bundle is one item passed along, here one request. Check that the new ticket carries its labels in Groove.

  5. 05

    Schedule and switch it on

    Open the clock on the first module to set the schedule, every 15 minutes by default for a new scenario, then switch the scenario on. Each module run counts as one operation on your Make plan.

Triggers

What starts a Groove scenario?

4 modules start a scenario when something happens in Groove. A scheduled trigger is checked by Make on the scenario's schedule; an instant one is called by Groove as soon as it happens.

Groove1Watch Agent Event

Watch Agent Event

Instant trigger

In Make“Triggers when a new agent event occurs.”

This trigger starts your scenario when Groove reports an event about an agent, one of the people who answer tickets on your account. It keeps an eye on the team side of the help desk rather than on tickets themselves, which is useful for staffing and internal records.

How it fires
instant. Groove calls Make through a webhook as soon as the event happens, with no polling interval to wait for.
When to use it
you keep a roster of agents in a spreadsheet or HR tool and want it updated when Groove reports a change.
Watch out
Make does not list which agent events Groove sends, so run the scenario once and read the bundle before you map fields.
Groove2Watch Customer Event

Watch Customer Event

Instant trigger

In Make“Triggers when a new customer event occurs.”

Here the scenario wakes up on an event about a customer, the person who writes to your support. It gives you a way to keep the customer record outside Groove in step with what Groove knows, without exporting anything by hand.

How it fires
instant. Groove notifies Make through a webhook the moment the customer event occurs.
When to use it
your CRM or mailing list should reflect the customers your support team deals with, so a new or changed customer in Groove updates that other tool.
Watch out
add the module with Create a webhook first, then the connection, or the webhook will not exist.
Groove3Watch Message Event

Watch Message Event

Instant trigger

In Make“Triggers when a new message event occurs.”

Pick this one to react to the conversation itself: it fires on an event about a message inside a ticket. You get the message as a bundle, ready to forward, archive or analyze in another app while the ticket stays in Groove.

How it fires
instant. Groove calls Make through its webhook as soon as the message event takes place.
When to use it
a key account writes in and your account manager should see the message in the team chat without opening Groove.
Watch out
a busy inbox sends many message events, and each module run on each bundle counts as one operation, so add a filter early in the scenario.
Groove4Watch Ticket Event

Watch Ticket Event

Instant trigger

In Make“Triggers when a new ticket event occurs.”

The most general Groove trigger: your scenario starts whenever Groove reports an event on a ticket. It suits any flow built around the life of a ticket, such as alerts, reporting or follow-up in another tool, and it pairs well with the ticket modules below.

How it fires
instant. Groove notifies Make through a webhook right after the ticket event.
When to use it
you log ticket activity in a spreadsheet to review workload, or you push urgent tickets to an on-call channel.
Watch out
if the same scenario then changes that ticket with a Groove module, it can fire a new ticket event and run again. Keep the follow-up actions outside Groove, or filter hard.
Modules

What can Make do in Groove?

Groove gives you 12 modules. For each one: what it does for you, when to reach for it, and what to watch out for.

Groove1

Add Labels to a Ticket

Action

In Make“Adds labels to a ticket.”

Adds one or more labels to a ticket while keeping the ones already on it. Your filters and views in Groove pick the ticket up right away, so it lands in the right queue.

When to use it
a request comes from a form about billing, and you want it tagged billing on top of any label set by an agent.
Watch out
to wipe existing labels, use Replace All Labels on a Ticket instead.
Groove2

Create a Ticket

Action

In Make“Creates a ticket.”

Opens a new ticket in Groove from data coming from another app, so requests that arrive outside your inbox still get a proper ticket and an owner.

When to use it
a contact form, a chat widget or a row in a spreadsheet should become a support request without anyone retyping it.
Watch out
run the scenario once with test data first, because every run creates a real ticket that your team will see.
Groove3

Get a Ticket

Action

In Make“Gives information about a ticket.”

Returns the details of one ticket you already know, so the next modules can use its content in a message, a report or a record in another tool.

When to use it
a trigger or a search gives you a ticket reference and you need the full ticket before writing it into your CRM.
Watch out
it reads a single ticket; to find several that match criteria, start with Search Tickets.
Groove4

Get a Ticket's Assignee

Action

In Make“Gets a ticket's assignee.”

Tells you which agent is currently in charge of a ticket, and nothing more, which keeps the scenario light when the owner is all you need.

When to use it
an escalation should reach the agent who owns the ticket directly, so you fetch the assignee and send that person a message in your team chat.
Watch out
an unassigned ticket may return nothing; add a filter so the next module does not fail.
Groove5

Get a Ticket's State

Action

In Make“Gets a ticket's state.”

Reads where a ticket stands in its lifecycle, so the scenario can decide what to do next based on that state instead of guessing.

When to use it
before sending a follow-up email from another app, you check that the ticket is still open and skip the email when it is not.
Watch out
the state is read at the moment the module runs; a change made just after will not show until the next run.
Groove6

Make an API Call

Action

In Make“Performs an arbitrary authorized API call.”

Calls any endpoint of the Groove API with the connection you already set up. It covers what the eleven listed actions and the search do not, with no second login.

When to use it
you need a Groove feature that has no dedicated module, and you have the API reference open next to Make.
Watch out
you write the request yourself, so read the Groove API docs for the path and method before you run it.
Groove7

Replace All Labels on a Ticket

Action

In Make“Replaces all labels on a ticket.”

Swaps the full set of labels on a ticket for the ones you give, which is the quickest way to reset a ticket's tags in one step.

When to use it
a ticket moves from pre-sales to onboarding and the old labels would only confuse the next team.
Watch out
every label not in your list disappears, including those set by agents by hand; if you only want to add, pick Add Labels to a Ticket.
Groove8

Update a Ticket Assignee

Action

In Make“Updates a ticket's assignee.”

Hands a ticket to a specific agent, so the right person gets it without a manager dispatching it by hand from the inbox.

When to use it
requests from a key account should always go to its dedicated agent, whatever channel they come from.
Watch out
if the choice should go to a team rather than a person, Update a Ticket's Assigned Group is the better fit and survives absences.
Groove9

Update a Ticket's Assigned Group

Action

In Make“Updates a ticket's assigned group.”

Moves a ticket to a group of agents rather than to one person, which lets the team split the work among themselves.

When to use it
a label or a keyword shows the ticket is technical, and it should leave the general queue for the tier two group.
Watch out
changing the group does not name an agent; add Update a Ticket Assignee after it when one person must own the ticket.
Groove10

Update a Ticket's State

Action

In Make“Updates a ticket's state.”

Changes the state of a ticket from Make, for example to close it or reopen it once something happens in another tool.

When to use it
a refund is confirmed in your payment tool, so the matching ticket can be closed without an agent going back to it.
Watch out
inside a scenario started by Watch Ticket Event, this change can trigger the scenario again; guard it with a filter.
Groove11

Upload a File

Action

In Make“Sends a single binary file, which is supported by most clients.”

Sends one file to Groove from a previous module, so a document produced or stored elsewhere can end up next to the conversation.

When to use it
an invoice or a signed form sits in cloud storage and the agent handling the request needs it in Groove.
Watch out
it handles one file per run, and on the Make Free plan files are capped at 5 MB.
Groove12

Search Tickets

Search

In Make“Searches for tickets.”

Finds the tickets that match your criteria and returns each one as a separate bundle for the next modules. It is the entry point for any bulk cleanup or report.

When to use it
you want every ticket from one customer, or every ticket with a given label, before reassigning them.
Watch out
a search can return zero, one or many tickets, and each following module runs once per result, which adds operations.
Need help

Need help automating Groove with Make?

A person reads every message.

FAQ

Groove and Make: frequent questions

01Is the Groove Make integration free?
Yes, on the Make side. Groove is a standard app, so its modules are available from the Free plan. That plan allows 2 active scenarios, at least 15 minutes between two scheduled runs, 5 minutes of execution per run, files up to 5 MB and 512 MB of data transfer. Paid plans (Core, Pro, Teams and Enterprise) lower the interval to 1 minute and lift the cap on active scenarios. Usage is counted in operations, one per module run on one bundle. Your Groove subscription is separate and handled on Groove's own pricing page.
02What does the Groove Make integration need to connect?
You need admin rights on an active Groove account and access to a private API token. In Groove, open the account settings, go to the API section and copy the token shown there. In Make, add any Groove module, click Create a connection, give it a name if you like, and paste the token. For one of the four triggers, click Create a webhook first, then Create a connection. The same connection then serves all 16 Groove modules in every scenario.
03Does the Groove trigger in Make react in real time?
Yes. All four Groove triggers, Watch Agent Event, Watch Customer Event, Watch Message Event and Watch Ticket Event, are instant. Groove calls Make through a webhook as soon as the event happens, so the scenario does not wait for a polling interval. The 15 minute default schedule applies to scenarios that start on a scheduled module, for instance a scenario that opens on another app and then uses Search Tickets. On the Free plan, that interval cannot go below 15 minutes.
04What if a Groove module is missing in Make?
Use Make an API Call. It calls any endpoint of the Groove API with the connection you already have, so a feature without a dedicated module is still within reach. You write the request yourself, following Groove's API documentation. Also keep in mind that Make flags its Groove documentation as AI-generated from the vendor's docs, with possible mistakes, so check important details with Groove. If a scenario still fails, read the bundles after a Run once to see which module stopped.
05Make or n8n for Groove automation?
It depends on the tool your team already uses. This page covers what Make offers for Groove: 16 modules, four of them instant triggers, a no-code editor and a free plan to start. Groove may also be available as an n8n node, so compare the modules each tool provides for the tickets and events you care about before you commit. Pick the one where the rest of your scenarios already live, so all your automations stay in one place and one team maintains them.
Same platform

Other docs you might need on this stack.

Browse all integrations