# Dovetail HR Reviews **Vendor:** Dovetail **Category:** [HR Case Management Software](https://www.g2.com/categories/hr-case-management) **Average Rating:** 4.5/5.0 **Total Reviews:** 40 ## About Dovetail HR Dovetail Software provides an HR Service Delivery Experience that includes HR Case Management, Employee Relations Case Management, Employee Portal, HR Knowledge Management and Reporting & Analytics that enables HR to achieve excellence in HR Service Delivery and meets the needs of a modern HR team. These needs include enhancing the Employee Experience and improving HR Experience of delivering HR services. ## Dovetail HR Pros & Cons **What users like:** - Users value the **ease of use** of Dovetail HR, enjoying a straightforward setup and user-friendly interface. (12 reviews) - Users commend Dovetail HR for its **exceptional customer support** and ease of use for all team members. (7 reviews) - Users appreciate the **easy implementation** of Dovetail HR, allowing for smooth setup and self-configuration without IT help. (7 reviews) - Users find the **implementation ease** of Dovetail HR remarkable, enabling quick setup and user-friendly configuration. (7 reviews) - Users appreciate the **user-friendly interface and customization** of Dovetail HR, making it a breeze to use. (6 reviews) - Users value the **customizable workflows and strong case management** of Dovetail HR for effective employee relations management. (6 reviews) - Customization Options (4 reviews) - Automation (3 reviews) - Easy Setup (3 reviews) - Functionality Variety (3 reviews) **What users dislike:** - Users feel that **improvement is needed** in reporting and privacy management, affecting overall user experience with Dovetail HR. (7 reviews) - Users find the **reporting capabilities inadequate** , often relying on external tools for effective data management. (6 reviews) - Users express frustration with **limited reporting** features in Dovetail HR, finding them cumbersome and lacking essential capabilities. (6 reviews) - Users find the **reporting complexity** of Dovetail HR frustrating, hindering their ability to efficiently manage events and data. (3 reviews) - Users find Dovetail HR's **outdated design** and documentation in need of significant updates for better usability. (3 reviews) - Inadequate Reporting Features (2 reviews) - Learning Curve (2 reviews) - Learning Difficulty (2 reviews) - Navigation Issues (2 reviews) - Complex Navigation (1 reviews) ## Dovetail HR Reviews ### 1. Easy to Use and User-Friendly, with Helpful Guides **Rating:** 4.5/5.0 stars **Reviewed by:** Kisy U. | Lead Human Resources Generalist, Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Dovetail HR?** The system is easy to use and very user friendly. It is simple to ask for help or use the Dovetail User Guide to find an answer. Employees find it easy to navigate. **What do you dislike about Dovetail HR?** There are some updates that this software needs -- the ability to un-merge cases, more (and easier) options to manage privacy for cases, as well as a more user-friendly reporting platform. **What problems is Dovetail HR solving and how is that benefiting you?** Dovetail allows us to have a centralized location for all of our employees HR needs -- with the HR Solution Center, we present as much up-to-date information as possible to employees in order to keep everyone informed. Using Dovetail as a case management system allows leadership to review where everyone stands with assisting our employees. Many different teams use it and it keeps Human Resources accountable. It is easy to use for our users, as it is very intuitive. It is usually a quick training before users and employees are able to navigate the platform on their own. ### 2. Effortless HR Management, Stellar Support **Rating:** 5.0/5.0 stars **Reviewed by:** Ingvild M. | Nordic Regional User Group Lead **Reviewed Date:** February 11, 2026 **What do you like best about Dovetail HR?** I really like that Dovetail HR is extremely easy to configure and set up. It's a tool specifically made for HR and not IT (like many other tools are), which makes it straightforward to set things up exactly how you want, provided you have a clear understanding of the data structures as your core configuration. We've been using it for about five years, and the structure has remained completely solid even through major restructures and carve-outs, all maintained by just one person, which is me. I also appreciate that it's a smaller company because it means we get really personal service and customer support. I've had instances where I raised a low-priority case and received a response before their system could trigger an automatic confirmation email, which is something you don't experience every day. The support team has been consistent over the five years, allowing us to build a relationship and maintain continuity in our service delivery. **What do you dislike about Dovetail HR?** I don't like the reporting functionality, and I know they are working on it. At the same time, that is not so important for us because we are not using the tool primarily to report on KPIs etc. We are using it to provide a functional service that gives us a low threshold for using it. You don't have to have something big and complicated. But for my own sake, who really likes data, I would love to have the reporting tool easier to use. But I think that's the only thing I can come up with that doesn't work as well as i would want it. **What problems is Dovetail HR solving and how is that benefiting you?** Dovetail HR gives us a structured process for case management, simplifies traceability and documentation, and consolidates employee handbooks into one accessible place, creating a unified experience for our global organization. ### 3. Effortless HR Management with Excellent Support **Rating:** 4.5/5.0 stars **Reviewed by:** Sherri R. **Reviewed Date:** February 10, 2026 **What do you like best about Dovetail HR?** I really like how easy Dovetail HR is to work with. I especially appreciate the ability to add new groups very easily. We recently created new HR positions and needed to add this new group to Dovetail, and it was simple to do with just a few setups. Also, the original implementation team's foresight was awesome in creating generic events and notifications, so we didn't have to add new ones for each group. I also find that the software works really well with frequent updates that include new features and bug fixes when necessary. I must say that their tech support is the best support I have ever worked with with any software company. **What do you dislike about Dovetail HR?** Their reporting module is awful. I've managed a lot of systems over the last 30 years and I've never seen one as bad as theirs. (Dovetail is working on a new one that will be much better though and it is supposed to be out soon.) Also, in talking with DT support, there is no way to get a listing of the events and the actions, and steps that each event does. This was very disappointing. You can pull a list that shows the name and start date of the event - but that is about it. I spent about 5 hours pulling up each event and documenting it so that we had a good understanding of the events that currently existed so that we could create a path forward on the ones we needed to create (we wanted more robust notifications around inbound communicatiions). I would love it if Dovetail went through their setup and if there was anything like events that is really robust - that they found a way to report on all events, and each step and condition, etc. **What problems is Dovetail HR solving and how is that benefiting you?** Dovetail HR manages our HR, leave of absence, and payroll issues by creating and managing tickets until issues are resolved. ### 4. High Self-Management and Powerful Automation with Case Management Rules **Rating:** 4.5/5.0 stars **Reviewed by:** Ivan P. | HR Service Center Team Lead, Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2026 **What do you like best about Dovetail HR?** There is a big room for self management (we can set up a lot of things on our side, no need to contact Dovetail Tech Support) and also a lot of automation can be set through case management rules. **What do you dislike about Dovetail HR?** Reporting and SLA set up is a bit of challenge in our operating model. **What problems is Dovetail HR solving and how is that benefiting you?** It is helping us with distribution of cases, keeping case history consistent, enables us to create also cases directly from chat support of our employees. ### 5. Effortless HR Management, Exceptional Support **Rating:** 5.0/5.0 stars **Reviewed by:** Katie P. | Enterprise (> 1000 emp.) **Reviewed Date:** June 12, 2023 **What do you like best about Dovetail HR?** I like using Dovetail HR for its ease of use across agents, users, and administrators, as it requires no IT intervention. I appreciate how it makes day-to-day tasks easy, like responding to and tracking cases, updating information, and tracking metrics. I also value the ability to customize the platform exactly to our needs. Additionally, Dovetail HR's team provided top-notch support during the initial setup process. **What do you dislike about Dovetail HR?** N/A **What problems is Dovetail HR solving and how is that benefiting you?** I use Dovetail HR to simplify day-to-day tasks like responding to cases and updating information. It helps track metrics, customize the platform, and is easy to use without needing IT support. ### 6. How Dovetail Improved Our Team's Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Joe H. | Manager, Contractor Management Team, Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2025 **What do you like best about Dovetail HR?** Dovetail took our shared working queue from an MS Outlook Inbox to an actual queue where we could assign, triage and track our work more efficiently. **What do you dislike about Dovetail HR?** Honestly nothing... for the price they charge, it is well worth the cost. **What problems is Dovetail HR solving and how is that benefiting you?** Managing work from a shared MS Outlook Inbox is just not an efficient way for any group to work. You would have the same people working one email without knowing it, emails would get deleted by some people or be sent to the trash automatically from external senders. It was simply a mess. Dovetail solved all of these issues and they did it in a very cost effective way. ### 7. Review of Dovetail **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 11, 2024 **What do you like best about Dovetail HR?** Dovetail is a very easy to use solution that allow our business users to create a ticket for the HR business area to review and take action. this can be via an E-mail, Phone call or via the self-service option. The Solution also allows the HR Business area to manage cases easily and effectively with the easy to following processes and how the data is displayed. The customer service is at a very high level and the communcation is at a great level so that everyone is aware of what is going on. service reviews are carried out with great detail and you are mad to feel like you are cared about **What do you dislike about Dovetail HR?** I am not sure there is a down side to the Dovetail solution as it a great alround HR solution. **What problems is Dovetail HR solving and how is that benefiting you?** allowing a user friendly and easy to manage solution for the Customers needs ### 8. Review of Dovetail HR **Rating:** 5.0/5.0 stars **Reviewed by:** Shelby D. | People & Culture Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 22, 2024 **What do you like best about Dovetail HR?** I liked Dovetail HR customizable workflows, strong case management capabilities, and reporting features that help HR teams manage employee relations and track performance more effectively. I loved the ability to integrate with other HR systems and the detailed analytics tools also stand out as key benefits, allowing for data-driven decisions. **What do you dislike about Dovetail HR?** The overall presentation of Dovetail HR is a bit outdated and needs to be upgraded. For example, Workday has a very clean presences **What problems is Dovetail HR solving and how is that benefiting you?** Dovetail HR solves several critical HR challenges, particularly in the areas of case management, employee relations, and data-driven decision-making. ### 9. New Dovetail Client **Rating:** 5.0/5.0 stars **Reviewed by:** Shelita C. | Enterprise (> 1000 emp.) **Reviewed Date:** April 26, 2024 **What do you like best about Dovetail HR?** The easy to use interface, the implementation was super smooth, and its more robust than it appears. **What do you dislike about Dovetail HR?** Some of the menu options are not apparent until you hover over them. **What problems is Dovetail HR solving and how is that benefiting you?** Dovetail is serving as a case management solution for our Employee Relations Department. It will allow them to communicate with employees and have all of the case information consolidated into one case which makes it easier to reference, research, track, and review in a report. It eliminates manual work outside of the system because you can include notes. ### 10. Dovetail is everything I could have ever asked for! **Rating:** 5.0/5.0 stars **Reviewed by:** Crystal C. | Director, Employee Service Center, HR Compliance, Global Mobility, Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2022 **What do you like best about Dovetail HR?** Dovetail's knowledge and case management functionality surpasses anything that I've used previously! The site is intuitive and the seach functionality is on point. I love how easy the site is to configure and that I was able to customize everything to support our processes and ways of working. Dovetail’s implementation team took me through the ins and outs of the system set up. They didn’t just set up everything for me, they took the time to teach me how to configure the system myself. This meant that I was in the driver’s seat and could customize the system however I saw fit! By not having to utilize an IT or HRIS partner to complete the system configuration, I was able to free their teams up to continue to work on other business critical initiatives and was totally in control to design an end-to-end platform with the employee experience front of mind! **What do you dislike about Dovetail HR?** I honestly haven't seen much that's missing from Dovetail's platform. It is designed with HR in mind. All of our ideas for improvements are currently on their roadmap and actively being developed. **What problems is Dovetail HR solving and how is that benefiting you?** Previously, we didn't have a way to effectively provide HR information or support employee inquiries. We struggled to support our various populations effectively, as we didn't have a way to restrict content and therefore hadn't enabled self-service for our employees. Using Dovetail, we have built personas that filter our HR content based on employee details in our HCM. This allowed us to create a platform that employee's could access HR information on their own, submitting a case when needed, instead of having to go through their HR Business Partner, improving the satisfaction of both our employee and HR populations. ### 11. Dovetail - Money Well Spent **Rating:** 5.0/5.0 stars **Reviewed by:** Joe H. | Transformation Leader, Enterprise (> 1000 emp.) **Reviewed Date:** October 02, 2022 **What do you like best about Dovetail HR?** My team was managing our work out of an outlook shared mailbox. We had no real way to quantify the types of requests we were receiving. Dovetail solved that immediately. **What do you dislike about Dovetail HR?** Honestly nothing. The software is very reasonably priced. The value you get is tremendous. The install process was a breeze and we were up and running in a matter of days. **What problems is Dovetail HR solving and how is that benefiting you?** Managing your work from a shared outlook queue is a nightmare. Dovetail gives us a real insight into who is contacting us, how often and what issues my team needs to solve. ### 12. Everything we look for in our HR systems **Rating:** 5.0/5.0 stars **Reviewed by:** Dan W. | Director, HR Technology & Analytics, Enterprise (> 1000 emp.) **Reviewed Date:** March 06, 2023 **What do you like best about Dovetail HR?** Business rule capability, role security, workflow options, issue and sub-issue type configuration, customer-centric approach to releases, integrability with our other HR and business systems, innovation roadmap, outstanding support both in terms of response time and quality of response, clear and configurable user interface with everything we need to know about the employee(s) in question and most importantly their case history - keeps our shared services team running efficiently like it's supposed to. Leadership clearly engaged, they are successful but still work for your business like a scrappy startup. **What do you dislike about Dovetail HR?** CURRENTLY, the reporting capability is there but requires a lot of time and training to get maximum usefulness, so for the most part we have relied on data dumps that we feed into a reporting tool like PBI to populate our dashboards. But even that approach starts to give you trouble after a while because of the sheer volume of historical data we happen to have (your results may differ). But I know this is on their roadmap and they are staffing to manage a transition, and the nice thing with Dovetail is that we've been given reason to believe them when they say such things. Initially it was more of a third party bolt-on but sounds like it's going to be managed more in-house, which I expect will translate to the same level of support we receive for all other aspects of our setup. **What problems is Dovetail HR solving and how is that benefiting you?** Prior to Dovetail, we had no real case management system - we had a shared email box for intake and comms and a shared network drive for documents. With dovetail we have a massively improved intake and assignment process, ability to see and connect case history, report out, and integrate multiple channels from email to web to phone, and now live chat which has proven to be a major win for our particular workforce type. ### 13. Excellent implementation, consultative and troubleshooting support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Dovetail HR?** Dovetail is an excellent case management system that is user friendly, for both the admin and the end user. Having gone through an implementation with Dovetail support to add an additional user group and their requirements / functionality, I've learned how easy it is to implement on my own, and now I'm able to implement new Dovetail projects for new user groups without additional Dovetail support. **What do you dislike about Dovetail HR?** Some of the documentation on the Dovetail support side could use updating. There are videos and guides, but there is some functionality that isn't covered or is out-dated and not clear. **What problems is Dovetail HR solving and how is that benefiting you?** Tracking HR related inquiries through the Case Management system. It allows our HR teams to save time by logging notes and emails from with the Dovetail case so that all of the updates are logged automatically. It also allows us to track, via reporting, the number of queries / cases that are coming in from employees, so that we're able to streamline our processes. ### 14. HR friendly software **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica B. | Leave & Accommodation Partner, Enterprise (> 1000 emp.) **Reviewed Date:** June 20, 2022 **What do you like best about Dovetail HR?** Dovetail is built by people who understand HR and the product has been beautifully designed with that understanding. The software is customizable to allow for the famous HR "it depends" situations. **What do you dislike about Dovetail HR?** I wish there was an SLA built for specific dates. **Recommendations to others considering Dovetail HR:** Ask lots of questions, because the system is so customizable it is important to understand the layers and how they interplay with each other. **What problems is Dovetail HR solving and how is that benefiting you?** We are using Dovetail for Case Management right now. The case management tool allows for transparency for all needed parties as well as reporting to identify trends so we can best allocate our resources. ### 15. Dovetail has helped us collect data and make sure we are helping our employees best. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2019 **What do you like best about Dovetail HR?** We don't use them often but the reports are definitely one of the pieces I like best. Overall the data that we can gather through this system has helped us greatly since that was our main objective. We are growing rapidly and this is helping us know what is important to our employees and making sure we are adequately staffed. The employee portal has also been a game changer, especially over COVID. **What do you dislike about Dovetail HR?** Email notifications and how they are either an all or nothing to the HR staff who are connected to certain queues. **What problems is Dovetail HR solving and how is that benefiting you?** Seeing questions that are constantly coming up and determining if there are ways to get that information out there so employees can access it themselves. With are growth Dovetail has helped us see where we may need more support. Dovetail has also helped us provide a one stop shop for our employees, not only can they find all the answers to their questions in one location, they can also go to the portal for updates and to reach out to our solution center team and track their inquiry. ### 16. Wonderful product to promote HR Shared Services capabilities **Rating:** 4.5/5.0 stars **Reviewed by:** Lisa S. | Enterprise (> 1000 emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Dovetail HR?** Employee self-service functionality via solutions we create and manage internally. This saves time and effort for employees to locate the information they need and minimizes work by HR representatives not having to work through common, repetitive employee inquiries. Case management, which is available not only for our HR department but also managers and employees, including history tracking, file storage, and all related correspondence stored neatly in one place. The system also serves as a "one-stop-shop" for all employees to contact HR, providing streamlined and more efficient service. **What do you dislike about Dovetail HR?** As both a system administrator and user of Dovetail HR, I am akin to many sides and elements of the system functionality. I appreciate that many pieces are highly customizable from an administrator's perspective. However, it can sometimes be confusing when various setup elements can be edited via various pages. This leads to some repetitive navigation and work to confirm that I have completed what I intended to do. Also, while more accessible and more convenient than a query, the search functionality from the agent portal home page is not helpful for locating certain items since it pulls in far too many results and in no apparent particular order. **What problems is Dovetail HR solving and how is that benefiting you?** Promoting employee self-service. Improving HR service and efficiency by reducing duplicated work, having solutions available to employees, and easing the storage of employee case history. ### 17. Dovetail = Excellent Product /Superior Service **Rating:** 5.0/5.0 stars **Reviewed by:** Tina H. | Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Dovetail HR?** We use Dovetail for our HR case management. The implementation team was excellent at getting us up and running. Dovetail is very intuitive so it’s been easy to configure on our own. We even started using it to track nursing bonus payouts at service intervals. Ongoing support is always available and offers a quick response. **What do you dislike about Dovetail HR?** Any gaps identified have been addressed in future releases **What problems is Dovetail HR solving and how is that benefiting you?** Case management and analytics ### 18. Dovetail can be customized to our organization's employee service's needs **Rating:** 4.5/5.0 stars **Reviewed by:** Emily S. | Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2023 **What do you like best about Dovetail HR?** Dovetail can be customized to our organization's employee service needs and allows for a one-stop shop for process completion. **What do you dislike about Dovetail HR?** As an end user, there are few that I can think of. I do wish that flex fields can be incorporated into template responses to avoid dual entry **What problems is Dovetail HR solving and how is that benefiting you?** Our use of case management allows multiple stakeholders to be able to communicate on one process on one platform. We are better organized and able to take a process from beginning to end in a seamless and integrated manner. ### 19. Better than expected! **Rating:** 5.0/5.0 stars **Reviewed by:** Yelenys E. | Manager, HR Operations, Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2022 **What do you like best about Dovetail HR?** The best of Dovetail, is really everything. The implementation team, guidance, support and technology are everything we were looking for to upgrade our system. Kane and Amanda were there every step of the way; thank you! **What do you dislike about Dovetail HR?** I don't have anything currently; any new suggestions I have given have been met with encouragement and added to future enchacement research. The Dovetail team is willing to listen to our needs and look at how they can accomplish the request for efficiency or customization. **What problems is Dovetail HR solving and how is that benefiting you?** Auto case creation from emails, the ability to have one centralized response platform, and quicker turnaround time for employee inquiries because we don't have to spend time copying and pasting emails. The system works for both current employees and former employees via the email feature. The event rules allow users to customize many actions in the system that we didn't have before. ### 20. Great product and best in class customer service **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 13, 2023 **What do you like best about Dovetail HR?** It has created such an opportunity to allow us to identify trends, which we then can use to quantify the benefits of enhancement requests as well as l reduce volumes into our call center. **What do you dislike about Dovetail HR?** Admin pages are outdated and take a time to get used to. **What problems is Dovetail HR solving and how is that benefiting you?** Solved - Centralized a very decentralized inquiry process into HR - Reporting and metrics on inquiries Productivity - Almost immediate ability to improve a business process (deployed in May, implemented enhancement in Sept) - centralized management of tasks ### 21. Simple, efficient, easy to use, high ROI **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Maritime | Enterprise (> 1000 emp.) **Reviewed Date:** May 10, 2023 **What do you like best about Dovetail HR?** The system is easy to configure and use, anyone with some basic tech skills can set it up and maintain it without much issues. **What do you dislike about Dovetail HR?** The least liked area for me is the reporting functionality. It is not user friendly and too complicated in relation to the easy to use system. **What problems is Dovetail HR solving and how is that benefiting you?** Moving from email support in a shared mailbox to a proper case management system has helped us in becoming more structured and can respond to our employee queries fast. ### 22. The Dovetail platform provided my company with a flexible and scalable solution to our needs. **Rating:** 5.0/5.0 stars **Reviewed by:** Mick S. | Enterprise (> 1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Dovetail HR?** Scaleability and adaptability to changing requirements. **What do you dislike about Dovetail HR?** Dovetail needs the ability to address multiple instances for a single client. **What problems is Dovetail HR solving and how is that benefiting you?** Dovetail allowed us to track HR work and measure performance. Dovetail also was instrumental in the creation of our employee portal for service delivery. ### 23. Dovetail is easy to use! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Enterprise (> 1000 emp.) **Reviewed Date:** October 10, 2022 **What do you like best about Dovetail HR?** It is easy for our internal team to maintain Dovetail, including creating new solutions and rules for the case management system. The employee facing portal is also very easy to maintain. **What do you dislike about Dovetail HR?** Sometimes the support team is great and really helpful, sometimes they are not. We try to troubleshoot ourselves as much as possible because of the inconsistent service. **What problems is Dovetail HR solving and how is that benefiting you?** They really are customer focused and always trying to improve. I appreciate how they are always trying to make things better. ### 24. Dovetail has Changed the Way we Work **Rating:** 4.5/5.0 stars **Reviewed by:** Alison S. | Sr. HR Manager, Employee Relations, Enterprise (> 1000 emp.) **Reviewed Date:** September 29, 2022 **What do you like best about Dovetail HR?** Keeping all the information in one place. **What do you dislike about Dovetail HR?** Creating a custom reports is complicated **What problems is Dovetail HR solving and how is that benefiting you?** Managing Employee Relations cases for a large organization. Keeping all data in one place. ### 25. Very helpful, cannot fault the team **Rating:** 5.0/5.0 stars **Reviewed by:** Clare R. | Workday Solutions Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** November 02, 2021 **What do you like best about Dovetail HR?** Always polite and helpful, cannot fault the team. I am new to looking after Dovetail in the Firm I work for and I always receive great advise from the Dovetail team. **What do you dislike about Dovetail HR?** There is nothing I dislike, I cannot fault them. **What problems is Dovetail HR solving and how is that benefiting you?** Adding Flexfields, the support and guidance is amazing, they always offer to assist in case I am stuck. The knowledge they have shared with me has been is above and beyond. ### 26. What would I do without the Dovetail Support team? **Rating:** 4.5/5.0 stars **Reviewed by:** Ruth M. | Global People Services, User Experience Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** April 01, 2021 **What do you like best about Dovetail HR?** I think that the Dovetail Support team is one of the best features of Dovetail - we wouldn't have a successful platform without them. They are always exteremly quick with their responses to issues, always find a solution and go out of there way to teach you how to resolve the issues on your own in the future. Special shout out to Blake for being an amazing support for me and my team. **What do you dislike about Dovetail HR?** I dislike some aspects of the system that can be clunky/not too user-friendly at times BUT I appreciate that there is always a solution to a request, never just a "no, we can't do that." One example that really drives me crazy is soltuion formatting in admin view vs employee view. Whenever I format a solution in the admin view, it almost always looks CRAZY in the employee view and I have to do alot of little tweaks (with admin view and employee view open) to get the images, spacing and text to look normal. **What problems is Dovetail HR solving and how is that benefiting you?** Most recently, I have been working with Blake and Kane to stand up the Spanish version of our portal, and language settings were proving to be very complicated. There was a lot of confusion and questions at the beginning of the journey, but Blake and Kane helped walk me through multiple scenarios to find the best solution for our company. One of the benefits I realized during this time is that the Dovetail releases are spot on when working towards a more user-friendly platform for both employees and agents. I also love that Dovetail is continuously open to suggestions, and you get to see those suggestions implemented! After reading the question again, I’m realizing I may have answered incorrectly so Ill provide another answer. Dovetail Agent is solving our company’s previous issue of inefficiently managing HR questions and requests and Dovetail Portal is solving for an extreme lack of HR information available to our employees due to an overwhelmed and outdated intranet. Dovetail agent has provided ONE place where employees can go to find answers to any HR related question. Previously, employees were in the habit of tracking down their certain “go-to” people in HR or contacting program owners directly for forms, simple questions etc. Now, we have a Tier 1 support team that answers or provides resources for all simple HR related questions and escalates cases to the correct program owners as needed. Dovetail Portal has created ONE location where employees can go to find any HR related content that they know is the most current and accurate information. This Tier 0 resources has decreased ticket numbers for our Tier 1 support team by provding self-service options to our employees where they can answer their simple questions or find resources on their own. These two Dovetail support systems have helped our team collect data on most frequent tickets which leads to new content being created, has enabled and informed our employees, has provided a standardized system for dealing with requests and has helped define the roles or HR team members who had previously had little visibility to all of the work they were responsible for. ### 27. Intuitive and Reliable HR Case Management Application **Rating:** 4.5/5.0 stars **Reviewed by:** Shambhavi S. | HRIS Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2021 **What do you like best about Dovetail HR?** The application is cloud-based, easy to use, configure, and provides excellent customer support. It has pre-built reports that are easy to modify based on our needs using its reporting tool, and a lot of training/learning material is made available for beginners. **What do you dislike about Dovetail HR?** N/A, so far have nothing that we dislike. **What problems is Dovetail HR solving and how is that benefiting you?** We were able to keep track of the queries from employees and resolve them efficiently using SLAs. We are excited about implementing the Portal to enhance our employee experience. ### 28. Great know-how, professional (but friendly) approach **Rating:** 5.0/5.0 stars **Reviewed by:** Jeremy A. | Enterprise (> 1000 emp.) **Reviewed Date:** June 19, 2020 **What do you like best about Dovetail HR?** they know their stuff, I also like their enthusiasm to get a solution **What do you dislike about Dovetail HR?** nothing to dislike, so cannot really say anything **What problems is Dovetail HR solving and how is that benefiting you?** Clarify CRM software/database issues. They found a great way around Oracle Support issue, and also DB tuning that helped greatly in client performance (data loading) ### 29. Good software for HR Case management Function **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 26, 2021 **What do you like best about Dovetail HR?** Software is very well designed to handle the inflowing employee queries in a very organized manner, and closing the ticketing part is also very user-friendly. **What do you dislike about Dovetail HR?** The insight feature is not very simple. Relatively it's very comprehensive, and for simple data, we had to pull the entire report and had to sort what is relevant for each stakeholder. **What problems is Dovetail HR solving and how is that benefiting you?** Managing Inbound employee queries has now become easier; we don't need to rely on manual processes, and this has benefited the employee to a reasonable extent. ### 30. Great Place To Track Questions/Incidents/Requests **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Enterprise (> 1000 emp.) **Reviewed Date:** April 06, 2021 **What do you like best about Dovetail HR?** I like that Dovetail keeps track of the full conversation within a case/ticket. We now reference case types when doing transactions in our HCM System (Workday) and it's so nice to be able to go back to an old case and understand exactly what happened. **What do you dislike about Dovetail HR?** I dislike the reporting tool in Dovetail. I am a reporting analyst for HR and I report all day in Workday. When it comes to Dovetail reporting, it is not as intuitive. I think it has a ton of potential, I just wish there was more training on it (and maybe there is and I just don't know about it). **Recommendations to others considering Dovetail HR:** One tip I have is not to be too vague or too specific with your Case Types! You can end up with too many or too little. Think a lot about organizing your case types before adding them to Dovetail. **What problems is Dovetail HR solving and how is that benefiting you?** We are solving the problem of not being able to prove why we need the resources we need on our Customer Service team. We can now report how many cases were handled by which employees. This often shows that our company has a ton of questions, and we need a solid team of people to answer those. The reporting also gives us an idea of what types of questions or constantly being asked, and how we can get ahead of it so that people know the answer and no longer have the need to ask. ### 31. Excellent Case management tool **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Accounting | Enterprise (> 1000 emp.) **Reviewed Date:** November 24, 2021 **What do you like best about Dovetail HR?** The good part of this tool is it's handy to efficiently manage inbound employee inquires, which helps us to handle them efficiently. **What do you dislike about Dovetail HR?** Repetitive quires or common quires can have a chatbot which would help the HR not to take up repetitive queries. **What problems is Dovetail HR solving and how is that benefiting you?** Earlier handling HR quires manually was very challenging; with DoveTail's services, we are in a better position to be more productive, and this has helped the business performance too. ### 32. It has been a great help to me when I want to organize in a much more precise way **Rating:** 4.0/5.0 stars **Reviewed by:** Akshaya M. | senior software engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2021 **What do you like best about Dovetail HR?** Its interface is quite easy for me to use at all times, the ease with which I can create and edit the medical records of my patients is something very practical when going through my consultations in my office, in fact, this has allowed to carry out the control of my patients in a much more organized way, in terms of performance it is quite fast and efficient, and in fact, another thing that I like a lot about this application is that it works perfectly on any type of device. It has been quite practical to make my queries virtually. **What do you dislike about Dovetail HR?** It does not have any control mechanism or option to generate reports which if I find it something quite disappointing, especially because these metrics would help me and support me to carry out the morbidity of my patients in a much safer, more practical and efficient. **What problems is Dovetail HR solving and how is that benefiting you?** It has been a great help to me when I want to organize my patients in the clinic where I consult in a much more precise and safe way, since previously all my management of medical records and patient information was done manually, Nowadays, thanks to Dovetail, I can handle all my information in an automated and digital way, which has helped me to work in a much more efficient and practical way in my work environment. ### 33. Dovetail Review **Rating:** 5.0/5.0 stars **Reviewed by:** Kyle P. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 10, 2020 ### 34. Dovetail has been an instrumental tool during the switch to remote working due to COVID-19. **Rating:** 4.5/5.0 stars **Reviewed by:** Tina A. | Enterprise (> 1000 emp.) **Reviewed Date:** July 15, 2020 **What do you like best about Dovetail HR?** The data you can gather and use to help determine where resources are needed or gaps in knowledge are in the workforce. Also the workflows you can create within system. It helps our growing company that is sprawled across multiple locations work seamlessly to the employees. During COVID-19 when HR staff went remote Dovetail became utilized much heavier and even became a main tool of the unfortunate reduction in force process we had. it helped get those impacted employees their answers quick and documented. The support when I have to reach out is also typically great. This is a huge plus as I manage multiple systems and when the support is not helpful it makes things much harder. **What do you dislike about Dovetail HR?** Building reports I find a bit tricky still to get exactly what I am looking for. It takes quite a bit of time of trial and error and even then I normally have to still reach out to support for assistance. I wish there was a way to only receive email notifications for particular queues you are a part of instead of every queue you are a part of. Or a way to only receive notifications when you are assigned or attached to a case. With how some of our workflows and teams utilize Dovetail this type of feature would be useful. **What problems is Dovetail HR solving and how is that benefiting you?** It has created a way to collect incoming data which before we never had much of a way to do. We are able to present this data to show what types of questions we are receiving frequently which is helping us determine what gaps their are in our communications with our employees. Is there more training on a particular topic that needs to be completed, more in-depth explanation in existing materials, etc.? It also helps share the workload on teams. You are able to see who is doing what. We are also in the process of building our Employee Portal which COVID-19 and remote working really kicked into high gear. This piece of Dovetail will help greatly with serving our employees system wide with the best self-service and contact when they need it. This is something we haven't had and I think our employees will enjoy having access to. With healthcare being a 24/7 operation the ability to send us a ticket or browse the solutions themselves will help rise employee engagement and satisfaction. ### 35. An ever improving system from an attentive, supportive and fun team! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Aviation & Aerospace | Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2020 **What do you like best about Dovetail HR?** + The overall level of support Through the Dovetail self-service Portal I am able to raise a case at any time, whether I just have a question about system configuration or whether there is an issue that is affecting system availability or usability. The team are always quick to respond and to help me to reach a resolution. I also really appreciate how easy it is to set-up a call with the support team if a matter needs urgent resolution, or more detailed conversation to arrive at a fix. + The constant evolution and development of the platform Over the past couple of years, we have seen a string of new features being introduced that make a huge difference to the experience of our Agents and our Employees. I love how there is a road-map which lays out future developments and upcoming features, but above all, that the suggestions we put forward to Dovetail are listened to and acted upon. + The Dovetail Team is full of genuinely nice people I enjoy working with Dovetail, whether I am speaking to Kane (COO), Dwane (VP Customer Experience) or Blake (Global Support Lead), I've always had a consistently great experience. I appreciate the prompt responses, the recommendations and suggestions, and the help with finding solutions to the complicated questions that I ask! Thank you! **What do you dislike about Dovetail HR?** - There are some limitations to customisation As would be expected with any system, there are some situations where you come up against a hard stop. Whilst these haven't been all too common, there are situations I've found where there are goals or outcomes that I can't achieve with the system. These may not be features that other Companies need, so it might be more due to the complexities of how our own organisation is set up, or down to us using the systems in ways that it isn't meant to be. However, that isn't to say that these features aren't being worked on for future releases! - Reporting can be quite difficult at times With a large employee footprint we receive thousands of interactions every day, so it's important that we're able to see key metrics and data linked to our performance and throughput. The reporting suite is extensive and contains a lot of very useful pre-built reports. But I have found that sometimes the deeper you need to dig, or the more specific the question is, the harder it can be to get to the answer. With the right tutoring and support, it is achievable, but has quite a steep learning curve. **What problems is Dovetail HR solving and how is that benefiting you?** Coming from a different system entirely, using Dovetail has allowed us to completely move away from spreadsheets and offline tracking, to a place where we now have structured workflows and queues to help us manage and measure our work. Since moving to Dovetail, we have been able to provide useful management information to our Sector teams concerning our performance. We're now able to demonstrate case closure rates, first contact resolutions, as well as volumes broken down by category. This has really helped to build trust between us and our customers, whilst also helping our team leaders to prioritise the effort of their teams. Over time we have seen our case closure times come down (to within SLA on average), as well as an improvement in internal customer satisfaction. ### 36. Good experiences with Dovetail **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Judiciary | Enterprise (> 1000 emp.) **Reviewed Date:** July 20, 2020 **What do you like best about Dovetail HR?** The application is intuitive and easy to use. Typically, once we've demonstrated the application to our users they don't take long to pick it up and become autonomous. **What do you dislike about Dovetail HR?** There isn't much I can think of here. Support and development is good. **Recommendations to others considering Dovetail HR:** There is a small IT overhead when it comes to mailbox set up, SSO, etc. so there will need to be some IT expertise at the client side but other than that, HR can be self-sufficient. **What problems is Dovetail HR solving and how is that benefiting you?** Our HR team is very silo-ed and hold knowledge in their teams rather than share across the department. Our administration function within HR was previously dispersed but is now consolidated in a more structured support model. Using Dovetail as a tool has helped us to ease both of those issues and continues to help us move towards a more joined up approach - which ultimately helps our HR teams and our customers (employees). ### 37. Dovetail Review **Rating:** 4.5/5.0 stars **Reviewed by:** Kaitlyn G. | Senior UX Researcher, Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2020 ### 38. Always improving **Rating:** 4.0/5.0 stars **Reviewed by:** James G. | Enterprise (> 1000 emp.) **Reviewed Date:** July 16, 2020 **What do you like best about Dovetail HR?** The system is extremely customizable so can be set up exactly how your organisation requires **What do you dislike about Dovetail HR?** The reporting side is missing some key fields which require workarounds **What problems is Dovetail HR solving and how is that benefiting you?** Dovetail allows teams of dozens of people to all work simultaneously with ease. The customisable rules have allowed us to be more agile and efficient getting queries to the right people first time and instantly ### 39. Dovetail **Rating:** 3.5/5.0 stars **Reviewed by:** Lalit M. | Customer service, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2019 **What do you like best about Dovetail HR?** It is simple in feature with excellent feature. the system of tagging is very user friendly. and it also very clear, simple design are present. the customer services is very user friendly.it is very to marking a transcript. and I am also able to synthesise the useful data easily. **What do you dislike about Dovetail HR?** It takes for settings up a new project. in this application many features are not present like cross project search, admin right etc. subgrouping is a big problem in this app. sometimes it takes to started to getting your notes . **Recommendations to others considering Dovetail HR:** excellent app, i recommended it. **What problems is Dovetail HR solving and how is that benefiting you?** overall it is very user friendly application and easily available to user data. now this time I am not using this software because it takes time to open my important notes. ### 40. Easy to use system, but still has some key functionality missing **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2019 **What do you like best about Dovetail HR?** I like that it is very easy to use and easy to configure. The support team ROCKS and is always very helpful and available. **What do you dislike about Dovetail HR?** Frankly, we have been waiting for some common functionality for a very long time. Specifically the SLA module has been talked about for a couple of years and now the new user interface is delayed being released. Also, a common functionality of being able to place a case "on hold" as opposed to closing is still pending release. **Recommendations to others considering Dovetail HR:** If you are looking for an easy to use case management system with uncomplicated , this **What problems is Dovetail HR solving and how is that benefiting you?** We are using case mgmt to track inquiries and then using metrics to understand our cases. - [View Dovetail HR pricing details and edition comparison](https://www.g2.com/products/dovetail-hr/reviews?qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-05-21+09%3A47%3A24+-0500&secure%5Bsession_id%5D=dd690ec0-c3e8-49a9-8042-2602fc4b3deb&secure%5Btoken%5D=53321bc4825cf3bde821e52366babb525a62ac43195fcee30a418d39ba3f3c54&format=llm_user) ## Dovetail HR Integrations - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [Workday HCM](https://www.g2.com/products/workday-hcm/reviews) ## Dovetail HR Features **Customization** - Customization - HR Integrations **Case Management** - Intake - Assignment - Escalation **Investigation** - Separate Workflows - Anonymity - Documentation - Confidentiality **HR Content** - Knowledge Management - Content Delivery - Document Management **Analytics** - Monitoring - Metrics - Compliance **Access** - Integration - Assignment - Collaborative **Logistics** - Security - Employee Portal - AI **Employee Experience** - Policy - Multi-channel - Cross-platform **Agentic AI - Investigation Management** - Cross-system Integration - Proactive Assistance **Management** - Ticketing Platform - Single Sign-On - Business Process Management - Self-Service - Dashboard & Reporting **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization ## Top Dovetail HR Alternatives - [ServiceNow HR Service Delivery](https://www.g2.com/products/servicenow-hr-service-delivery/reviews) - 4.3/5.0 (308 reviews) - [HR Acuity](https://www.g2.com/products/hr-acuity/reviews) - 4.6/5.0 (172 reviews) - [SAP SuccessFactors HCM](https://www.g2.com/products/sap-sap-successfactors-hcm/reviews) - 4.1/5.0 (1,459 reviews)