Gary Sherman
Gary Sherman

Gary Sherman

Chief Technology Officer, Vice President of Products
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Gary Sherman
July 27, 2016

 

 

In Dovetail Agent 11, we’ve made a number of enhancements that improve working with email, including:

Reply / Reply All / Forward The Log Email form can now be popped out to a full screen modal window Drag-and-drop file attachments Preview/download a file attachment Remove a file attachment Canned responses

This video is a quick walk-through of these enhancements

 

 

Direct link to video on YouTube


Gary Sherman
July 22, 2016

I recently posted some details about Canned Responses in Dovetail Agent, including detailed descriptions and a bunch of screenshots.

That ended up being a pretty long post, so I figured a video walk-through of canned responses might be more useful. Enjoy.

 

Direct link to video on YouTube


Gary Sherman
July 21, 2016

In Dovetail Agent 11, we introduced Canned Responses.

In a previous post, I gave an introduction to canned responses. Here, I’ll go into much more detail.

 

canned-responses

 

What are Canned Responses?

Canned responses are re-usable text snippets that you can use when logging emails or notes. Canned responses can save you time if you’re often typing similar responses. Users can create personal canned responses, and can also share canned responses to workgroups, or to everyone.

Canned responses save users time, increase productivity, and enable more consistent responses to customers.

  Creating Canned Responses

From the User menu, click on the Canned Responses item:

image

 

Which


Gary Sherman
July 15, 2016

Here’s a little sneak peek of what’s coming in the next version of Dovetail Carrier.

 

business-rule-action

Need a Hint?


Gary Sherman
July 7, 2016

Rule properties are used mainly within business rules. They’re used within business rule conditions, and also in business rule messages.

We also use them as part of Dovetail Task Manager, and within Canned Responses.

Out of the box, Clarify defines properties for Object ID and for Database ID.

 

Object ID

Looking at the Object ID properties, we see:

Manage Rule Properties - Object ID

Looking at the path_name for each of these, notice that most of them map to the id_number field, but some map to the objid field. Confusing.

For Case and Subcase, Object ID means the id_number. But for Part Requests, it means the objid. Ugh.

 

Database ID

Looking at the Database ID


Gary Sherman

Back in 2002 (when we First Choice Software), we had a company trip to the Turks & Caicos.

While cleaning out my closet recently, I found one of the T-shirts we had made to commemorate the event.

first-choice-turks-caicos-shirt

 

No idea why, but I have this picture of Sam and I looking down into a hole on the island during that trip.

I’m sure we were contemplating something very important though. 

gary_sam_hole

 

Bugaloo’s Conch Shack – best conch on the island.

conch_shack3


Gary Sherman
July 6, 2016

I was recently speaking with a customer who wanted to allow his sales team to have access to data within the Dovetail / Clarify system.

For example, before a sales person speaks with a customer, he probably wants to review recent cases for that customer, see the state of their contracts, what orders they’ve placed recently, etc.

Normally, it’s just the support reps and logistics team that might be working with the system. But there’s no reason we can’t grant access to the information within to others in an organization.

 

Request

The request I got was to build a custom web application that allowed members of the sales team to have access to all of this data in a read-only way. Allow the sales rep to search for a customer site, and then view all sorts of


Gary Sherman
June 30, 2016

One of our wonderful customers sent us a bottle of Dovetail sake –  very cool!

Perfect for a dev team retrospective / planning session.

Dovetail Sake is a New England Sake brand based in Waltham, Massachusetts (which just happens to be where I grew up – doubly cool!)

sake

 

We occasionally get emails that are intended for other Dovetails, including Dovetail Games, Dovetail Dental Software, Dovetail Systems, and Dovetail Logistics Software – but we hadn’t crossed paths with Dovetail Sake before.

None of us here are serious sake connoisseurs, but it was a nice change of pace.

And for the record, should anyone else want to send us more alcohol, we’d be happy to receive


Gary Sherman
June 29, 2016

We recently released Dovetail Agent version 11. Here’s a quick rundown of the major changes.

 

Dovetail Agent 11

 

Canned Responses

Canned responses are re-usable text snippets that you can use when logging emails or notes. Canned responses can save you time if you’re often typing similar responses. Users can create personal canned responses, and can also share canned responses to workgroups, or to everyone.

They can include dynamic properties, such as the Case Title, Status, or Customer information.  Markdown is supported as well, meaning these canned responses can contain rich text, tables, images, hyperlinks, etc.

 Example: Salutation and Signature

image

 

Example: Images and Links

image


Gary Sherman
June 22, 2016

There are so many things I love about the newer Dovetail Agent compared to the older versions. Here’s a few of my favorites.

(For reference, when I say “new”, I mean version 5 and higher. As of this writing, the latest version is Agent 10. Although I say “new” Dovetail Agent, it’s really been out since 2013. But it is much newer than our older Agent app (version 4 and below), which is over 10 years old now.)

 

1. No popups

This is probably one of the biggest complaints we had about the older app – every page was a new popup window.

Start with the console, then open a case, then click on the Site, then click one of the contacts, then click on Log Phone Call. You now have 5 windows open. Ugh.


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