Specializing in Support and Service Software

Dovetail Support Suite is engineered to meet the rigorous demands of enterprise organizations in the areas of performance and scalability. It has an open data schema that allows for easy integration, reporting, optimization, and management. Built upon Microsoft .NET, and supporting both physical and virtual 32-bit and 64-bit Windows platforms, Dovetail Support Suite rapidly adapts and scales to changing business demands.

Dovetail Support Suite is built using familiar tools and frameworks such as ASP.NET, C#, and Microsoft Visual Studio, which allows developers to quickly and easily customize and extend the application by using well-formed HTML, structured CSS 2, and the jQuery JavaScript framework for AJAX.

With Dovetail Software’s and Microsoft's support, developers are backed by one of the largest communities in the industry with thousands of web sites, forums, knowledge bases, and mailing lists.

Rules Engine and Messaging

Dovetail Support Suite provides a framework that addresses how work flows through a Customer Service and Support organization. It's a flexible framework that any power user with an administrator role can customize through Incoming Email Rules, Event Rules, and Workflow Routing Rules by using the simple Dovetail Support Suite user interface.

The Rules Engine automates processes by passing information and tasks from one user to another according to your company's business rules. It defines processes to automatically send notifications and email, create and dispatch cases, and run command-line scripts.

Fully-customizable Message Templates for email and notifications provide professional and consistent messages when communicating with customers. Message Templates allow complete flexibility and automation by supporting custom text and HTML text formatting. Along with the static text that's common for all the messages, parameters provide dynamic text that's added at run time.

Dovetail Support Suite keeps a centralized, full history of all email communication with your current customers and potential future customers, which prevents lost email and results in efficient interactions.