Specializing in Support and Service Software

Dovetail Support Center is powerful and flexible, allowing you to adapt it to your business needs – not the other way around. You can provide service for all types of requests in a variety of industries and industry segments. You can track questions, problems, issues, defects, or any other type of request. You can choose to use one of our out-of-the box Solutions, or easily customize Dovetail Support Center to meet the needs of your business.

Key Features

Case Management

Case Management provides the ability to manage a variety of requests from customers, clients, business partners, or employees.

• Manage requests from start to finish, with all information updated as support activities occur, providing a complete audit trail.
• Deliver service through multiple channels, which ensures a consistent user experience and enables your customers, clients, business partners, or employees to use their preferred communication channel such as self-service, phone, or email.
• Dispatch service reps for products or services that require on-site visits, and track their time and expenses.
• Create child or subcases, which allows you to break down tasks into smaller units and dispatch them independently.

Knowledge Management

Knowledge Management allows you to quickly locate information to solve requests.

• Tag key information as requests are managed and publish answers and solutions to a global library, enabling quick retrieval of information.
• Link answers and solutions to active cases, allowing you to quickly identify hot issues and quickly resolve them.
• Share answers and solutions with self-service, enabling customers, clients, business partners, or employees to help themselves, which reduces call volume.

Asset Management

Asset Management allows you to keep track of assets through inventory tracking.

• Link inventory to related financial assets, such as contracts, software licenses, and service level agreements.
• Link assets to employees, enabling the tracking and reporting of activities associated with these components.

Service Level Agreements and Contracts Management

Service Level Agreements and Contract Management help ensure all committed response and resolution times are met.

• Ensure compliance with Service Level agreements throughout the lifecycle of a request.
• Cover both sites and parts in contracts, enabling comprehensive coverage.

Workflow Management

Automated business rules reduce or eliminate the need for human involvement, and unique business logic and intelligent workflow can be designed to complement the desired support lifecycle, which boosts productivity.

• Automatically assign incidents to the correct queues or individuals, ensuring quick response rates.
• Route items without human intervention, based on a wide variety of events and conditions.
• Seamlessly route email messages that result in new or updated incidents, which eliminates the need for reps to open their email application.
• Keep customers, clients, business partners, or employees in the loop with automatic notifications via email and in the Dovetail Support Center application.

Powerful Searching Capabilities

Powerful search and query capabilities enable reps to quickly locate information.

• Easily find service resources, support activities, and solutions with the powerful "Google-like" search facility.
• Leverage pre-defined querying categories with attributes such as Case Type, Case Severity, Case Priority, and Create Dates.

Roles and Permissions

Comprehensive sets of permissions organized by roles grant and deny access to data in Dovetail Support Center.

• Use or customize out-of-the-box roles or create new user roles.
• Easily define role membership according to business policies.

Customization and Integrations

Customizations and Integrations are easily accomplished in our hosted and on-premise products, allowing you to adapt the product to meet your business needs.

• Enable interaction with essentially any other software application with our complete Application Programming Interface (API).
• Re-use your existing customer data stored in your CRM, HRMS, ERP, SFA, or other in-house software.
• Add, define, and modify your fields, screens, and menu items.
• Easily customize the look and feel of email or application notifications using basic html.