New here? Start in this order.
Start with the product overview, then learn the daily support workflow, then use dashboards to manage work in practice.
- Product OverviewUnderstand the records, lifecycle, and how support work moves through Dove365 Support.
- Daily Support WorkflowLearn the day-to-day flow for cases, queues, managed services, and support activities.
- Dashboard-Led WorkingUse My Support Work, the Support Dashboard, and the work boards to prioritise and balance workload.
User guides
Guides for the Support features your team uses every day. Covers customer records, cases, queues, the Kanban and Queue Workload boards, managed services, time tracking, and dashboards.
Product Overview
Understand the core records, navigation, and support lifecycle before using the app day to day.
Read guide →Daily Support Workflow
Work through queues, cases, managed services, and support activities in a daily order.
Read guide →Dashboards
Use My Support Work and the Support Dashboard to manage intake, ownership, and workload.
Read guide →Kanban Board
Work queue items by support state. Pick up, assign, progress, release, and escalate Cases from a visual board.
Read guide →Queue Workload Board
See who is carrying how much work, spot overload, and rebalance Cases across users, teams, and queues.
Read guide →Accounts and Contacts
Create and manage customer organisations, contacts, activity history, and related service context.
Read guide →Managed Services
Track contracted support allocations, usage, remaining hours, and service coverage for customer accounts.
Read guide →Queues and Queue Items
Understand support intake, default queues, queue items, Worked By ownership, and picked work.
Read guide →Cases
Create, classify, investigate, escalate, resolve, and close support cases consistently.
Read guide →Activities and Service Activities
Know when to use standard activities, when to use support activities, and how time rollups work.
Read guide →Support Activity Time Tracker
Log support time straight from the Case form, with rounding, daily and case totals, and managed service allocation warnings.
Read guide →Administration guides
Guides for Support administrators. Covers environment variables, default queue setup, queue membership for the work boards, mailbox triage, categories, security roles, managed service automation, the time tracker component, and dashboard validation.
Admin and Configuration Guide
Configure Dove365 Support after installation and maintain reference data, roles, queues, queue membership, categories, the time tracker, and environment settings.
Read guide →Automation and Queue Setup Guide
Configure support automation, queue routing, managed service usage alerts, case resolution, and queue item behaviour.
Read guide →Environment Variables
Set and verify the default queue GUID, support mailbox address, and other configuration values used by Support automation.
Read guide →Default Queue and Mailbox Intake
Run Configure Default Queue, confirm support mailbox triage, and validate new email-created Cases enter the right queue.
Read guide →Security Roles
Understand the Support User, Support Account Manager, and Support Admin roles and assign least-privilege access.
Read guide →Categories and Subcategories
Maintain the classification values that drive consistent case triage, reporting, and support workload analysis.
Read guide →Managed Service Automation
Review allocation reset, 80 percent usage alerts, support activity rollups, escalation notifications, and resolution automation.
Read guide →FAQ, release notes and terms
Reference material for checking a detail, planning an upgrade or confirming what is included.
Frequently asked questions
Answers to the most common questions about Dove365 Support setup, queue behaviour, mailbox triage, the work boards, time tracking, managed service usage, roles, and dashboards.
Release notes
What is included in the initial Dove365 Support release, post-deployment checks, known interpretation notes, and product terms.
Terms and conditions
Licensing, platform, support, privacy and liability terms for Dove365 Support.