Documentation/Dove365 Support/Documentation

Dove365 Support Documentation

Everything you need to configure, administer, and use Dove365 Support — user guides, admin guides, queue automation, dashboards, FAQ, and release notes.

Getting Started

Start with the product overview, then learn the daily support workflow, then use dashboards to manage work in practice.

Step 1

Product Overview

Understand the records, lifecycle, and how support work moves through Dove365 Support.

Step 2

Daily Support Workflow

Learn the day-to-day flow for cases, queues, managed services, and support activities.

Step 3

Dashboard-Led Working

Use My Support Work, the Support Dashboard, and the work boards to prioritise and balance workload.

User Guides

Practical 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.

User Guide
Product Overview
Understand the core records, navigation, and support lifecycle before using the app day to day.
Read guide → User Guide
Daily Support Workflow
Work through queues, cases, managed services, and support activities in a practical daily order.
Read guide → User Guide
Dashboards
Use My Support Work and the Support Dashboard to manage intake, ownership, and workload.
Read guide → User Guide
Kanban Board
Work queue items by support state. Pick up, assign, progress, release, and escalate Cases from a visual board.
Read guide → User Guide
Queue Workload Board
See who is carrying how much work, spot overload, and rebalance Cases across users, teams, and queues.
Read guide → User Guide
Accounts and Contacts
Create and manage customer organisations, contacts, activity history, and related service context.
Read guide → User Guide
Managed Services
Track contracted support allocations, usage, remaining hours, and service coverage for customer accounts.
Read guide → User Guide
Queues and Queue Items
Understand support intake, default queues, queue items, Worked By ownership, and picked work.
Read guide → User Guide
Cases
Create, classify, investigate, escalate, resolve, and close support cases consistently.
Read guide → User Guide
Activities and Service Activities
Know when to use standard activities, when to use support activities, and how time rollups work.
Read guide → User 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 Guide
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 → Admin Guide
Automation and Queue Setup Guide
Configure support automation, queue routing, managed service usage alerts, case resolution, and queue item behaviour.
Read guide → Admin Guide
Environment Variables
Set and verify the default queue GUID, support mailbox address, and other configuration values used by Support automation.
Read guide → Admin 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 → Admin Guide
Security Roles
Understand the Support User, Support Account Manager, and Support Admin roles and assign least-privilege access.
Read guide → Admin Guide
Categories and Subcategories
Maintain the classification values that drive consistent case triage, reporting, and support workload analysis.
Read guide → Admin Guide
Managed Service Automation
Review allocation reset, 80 percent usage alerts, support activity rollups, escalation notifications, and resolution automation.
Read guide →

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.

Reference
Dove365 Support FAQ
Setup, default queues, support mailbox triage, Queue Items, the work boards, time tracking, Managed Services, security roles, and dashboard interpretation.
Read FAQ →

Release Notes

What is included in the initial Dove365 Support release, post-deployment checks, known interpretation notes, and product terms.

Reference
Dove365 Support Release Notes
Initial release scope, dashboards, work boards, the time tracker, automations, roles, known interpretation notes, and post-deployment checks.
Read notes →
Reference
Dove365 Support Terms and Conditions
Product-specific licensing, platform, support, privacy, liability, and marketplace terms for Dove365 Support.
Read terms →
Need help?
Can’t find what you’re looking for?
Book a free call and get your questions answered directly by Dove365.
Book a Free Call →