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Tag: support

Exploring the Dovetail Support Center

September 10, 2014 I’ve seen a few questions come up recently about our Dovetail Support Center / SelfService portal, so I figured a post was in order. Our portal vs. the app we sell We have our Dovetail SelfService portal that we make available to our customers and community. And we sell a SelfService application. Our Dovetail SelfService portal is basically an older, customized version of the SelfService application that we sell. It’s been customized to provide specific capabilities for our customers. Public Access If you’re not yet a Dovetail customer, there’s a number of things you can do: Access the Clarify/Dovetail knowledgebase Search Browse recent articles Browse articles by product Subscribe to the knowledgebase feed, which will let you know when new solutions become available Access product information Product summary information Latest release version and release date Version history (release version and…

Charting case trends

June 12, 2014 Recently I was looking to put a report together that would track the total number of cases that are open on a daily basis, and graph that as a trend. This is fairly tricky to do with baseline data. It would be easier if I had a query that ran every night and simply recorded the total number of open cases at that point in time. All I need is the count, not the actual data. Then I would have a set of records that I could build a report with. My first thought was to create a simple script that would run the query, then set this up as a Scheduled Task to run nightly. Then I could store the results somewhere in the database. Then I realized that this all sounded familiar – this is Trend Tracker. Trends…

Quickly start a Google Hangout with a customer from a case

June 10, 2014 Google recently launched a Hangout start button that can be easily embedded within any app or website. From their post:That's why we recently launched a Hangout start button that can be embedded in any app or website. Whether you’re a sales rep working in a CRM app or an engineer in a project management tool, it only takes one click to launch a Hangout and your team will automatically be invited. You can even improve customer service with the ability to quickly launch into a video Hangout with a client to resolve an issue. (emphasis mine)This is pretty slick.There are a ton of remote support options out there, many that are expensive, and the integration with these can be pretty involved.I like Google hangouts because it’s simple and free. And Google has made it super easy to add a button…

Case Reviews

June 4, 2014 FT Works recently posted In praise of the support scrum. In it, she discusses: the joys of the support scrum (or huddle, or case review, as I usually call it) A case review is a regularly-scheduled, structured meeting between support engineers designed to share difficult cases and exchange troubleshooting suggestions.   Back when I was a Tech Support Engineer at The MathWorks  (where I first started using Clarify), we used to have these meetings. I forget exactly what we called them, but they were a great way to have a roundtable of senior engineers assisting us junior guys with difficult cases (i.e.  calculating the FFT of quaternions, dealing with endian conversions with floats on a VAX, etc.). Sometimes we were able to get answers, sometimes we handed off the cases to a senior engineer. I also liked them because I…

Dovetail Self Service

January 10, 2011 In addition to the recent update to the Dovetail Software website, a new version of Dovetail Self Service was also put into place. The new site has a lot of new features, and was developed internally by the team of Kevin Miller, Josh Arnold, and Joey Vano, which was led by Gary Sherman.The best feature of Self Service is still the ability to search the Dovetail Software Knowledge Base. Customers have access to this through Self Service for their own cases, and can also search all of the Solutions in the Knowledge Base as well.One of the best new additions to Dovetail Self Service is the ability for customers to view their products, where they can download the latest version, explore each product's documentation, and see support and license information.Dovetail Self Service users can also create new support cases with an intuitive new form.…