Dovetail Reviews

Pros

Right from the start, Dovetail HR has been very user friendly for me as an agent, end user and administrator alike and the best part is that it doesn't require any help from IT. It makes my everyday work much simpler, whether that's replying to cases, keeping track of them, updating details or monitoring metrics. The customization options are also a big plus for me, since the platform can be tailored exactly to what I need. On top of that the Dovetail HR team gave me outstanding support during the initial setup which made the rollout even better.

Cons

No cons to share for real!

Pros

Dovetail HR has been very easy for me to configure and get running which is a big advantage. Unlike a lot of systems that feel like they were designed more for IT than for HR, this one is clearly built with HR users like me in mind, so it's much simpler for me to shape it around the way I actually want to work, as long as I understand my underlying data structure well. I have had it in place for around five years now and the setup has stayed completely reliable for me, even through major restructures and carve-outs, all managed by one person. Another thing I value is that Dovetail is a smaller company because that brings me a much more personal level of service and support. There have been times when I logged a low-priority case and got a reply before the system had even sent the automatic confirmation email which is pretty remarkable to me. The support team has also stayed consistent over the years, so I have been able to build real relationships and keep continuity in the service I receive.

Cons

The only area that really falls short for me is the reporting functionality, although I know they're already working on improving it. That said, it isn't a major issue for us because reporting on KPIs and similar metrics is not the main reason we use the system. Our focus is more on having a practical tool that delivers a functional service without being overly large or complicated and it does that well. Still, as someone who genuinely enjoys working with data, I would really prefer the reporting side to be more user friendly. Other than that, there isn't much else I can point to that doesn't work as well as I'd want.

Pros

Getting around the system feels very easy to me and the interface is quite user friendly. It's also simple for me to reach out for help or check the Dovetail User Guide when questions come up. My employees have no trouble navigating it.

Cons

A few improvements are still needed in�the software especially the option to un-merge cases, better and more flexible privacy controls for cases and a reporting platform that's more user friendly.

Pros

One thing I really appreciate about Dovetail is how much control it gives my team to manage things ourselves. I can configure a lot on my end without having to reach out to Dovetail Tech Support and the case management rules also let me automate quite a bit.

Cons

Well the more difficult part for us has been reporting and getting the SLA setup aligned with our operating model which has been a bit challenging.

Pros

Working in Dovetail HR has been very easy for me and one thing I especially value is how simple it is for me to create new groups. I recently added new HR positions and needed to build a new group in Dovetail and it only took me a few setup steps to get it done. The implementation team also did a fantastic job planning ahead by setting up generic events and notifications for me which meant I didn't have to create brand-new ones for every group. On top of that the system performs very well for me and gets frequent updates with new features and bug fixes when needed. Their tech support is honestly the best support team I have worked with from any software company.

Cons

The reporting module is terrible. I have worked with a lot of systems over the past 30 years and this is easily one of the worst reporting tools I have come across. The company�is currently developing a new version that should be much better and it's supposed to be released soon which is encouraging. Another frustration I ran into after speaking with support is that there's no way to generate a full listing of events along with the actions and steps tied to each one. That was really disappointing. The only report you can pull gives the event name and start date and that's basically it. I ended up spending around five hours opening each event one by one and documenting everything manually so we could fully understand what already existed and plan what needed to be built next especially since we wanted stronger notifications around inbound communications. I'd really like to see�this platform�improve the setup side of the system by making powerful features like events fully reportable, including every step, condition and related action.

Pros

Switching my team from a shared MS Outlook inbox to Dovetail gave us a real queue where I can assign tasks, triage requests and track work much more efficiently.

Cons

Honestly I don't have any complaints. Considering what they charge, it's absolutely worth the cost.

Pros

Dovetail HR really stands out to me for its customizable workflows, dependable case management tools and reporting features that make it much easier for my HR team to handle employee relations and monitor performance more effectively. The integrations with my other HR systems are a big plus as well and the detailed analytics tools are especially valuable for helping me make more informed, data-driven decisions.

Cons

The overall look and feel of�this platform�comes across as a bit outdated and could use a refresh. For comparison, Workday has a much cleaner presence.

Pros

Getting HR requests into the right hands is really easy for me with Dovetail. My business users can raise tickets for my HR team through email, phone or the self-service option which gives them plenty of flexibility. On my HR side, case management is clear and efficient for me, with processes that are simple for me to follow and data presented in a way that makes sense to me. The customer support has also been outstanding and communication stays at a very high standard, so everyone always knows what is happening. Their service reviews are very detailed as well and they genuinely make me feel valued as a customer.

Cons

I have not really come across a downside with�this software, as it feels like a very strong all-around HR solution.

Pros

The interface is very user friendly to me, the rollout went incredibly well for me and the platform is more powerful than it initially looks to me.

Cons

A few menu options aren't visible right away and only show up when you hover over them.

Pros

I used to handle everything through a shared Outlook mailbox and there was basically no way for me to measure or categorize the kinds of requests coming in. Dovetail fixed that immediately and gave my team the visibility I was missing.

Cons

I don't have any complaints. The pricing is very reasonable for what it offers, the value is excellent and the setup was easy too. We were fully up and running within just a few days.

Pros

Its knowledge and case management capabilities are better than anything I have worked with before. The platform is also user friendly and the search function works exactly as it should for me. I also really like how configurable it is as I was able to tailor everything to match my processes and the way my team works. Their implementation team was fantastic about walking me through the full setup. Instead of just building it for me, they made sure I understood how to configure the system on my own. That gave me full control to shape the platform the way I wanted. Because I didn't need to rely on IT or an HRIS partner for configuration, those teams could stay focused on other high-priority work while I designed an end-to-end experience with my employees at the center.

Cons

Honestly I haven't come across much that feels missing from�this platform.�The platform�clearly seems built with HR teams in mind. Any enhancement ideas We have had are already on their roadmap and are actively being worked on.

Pros

Dovetail has been a really strong fit for my HR case management needs. The implementation team did an excellent job getting everything set up for me and helping me go live without issues. The system itself is very user friendly which made it simple for me to handle additional configuration on my own. I have even expanded how I use it and now track nursing bonus payouts at different service intervals. On top of that the ongoing support team is always available and responds very quickly to me.

Cons

Any gaps We have come across have been addressed in later releases.

Pros

It has been an excellent case management system for me and it's user friendly for me as both an administrator and an end user. After going through an implementation with Dovetail support to add another user group along with their specific requirements and functionality, I realized how easy the setup process is for me to handle myself. At this point, I am able to launch new Dovetail projects for additional user groups without needing extra help from Dovetail support.

Cons

A few parts of the documentation from the support side could definitely be updated. There are guides and videos available but some features still aren't covered and some of the existing materials feel outdated or unclear.

Pros

The software has opened up a really useful way for me to spot trends and that helps me put numbers behind the value of enhancement requests while also lowering the volume of calls coming into my call center.

Cons

The admin pages feel outdated and take a while to get familiar with.

Pros

this feels to me like it was created by people who genuinely understand HR. That understanding comes through to me in how well the product is designed and the customization options are especially helpful for me in all those typical HR situations where the answer is always it depends.

Cons

One thing I'd still like to see is a built-in SLA tied to specific dates.

Pros

Getting this system configured and running is very easy for me. Anyone on my team with basic technical know-how can set it up and keep it maintained without much trouble.

Cons

My biggest frustration is the reporting feature. It feels far less user friendly than the rest of the system and comes across as unnecessarily complicated compared with how simple everything else is to use.

Pros

One of the standout parts for me has been the reporting, even though I do not use it all the time. The data I am able to collect through the system has been extremely valuable to me especially since that was my primary goal from the start. I am expanding quickly and it has helped me understand what matters most to my employees while also making sure my staffing levels are where they need to be. The employee portal has been a real game changer for me as Well particularly during COVID.

Cons

The email notification setup could be better especially since it seems to be all or nothing for the HR staff connected to certain queues.

Pros

It handles my growth really well and adapts nicely when my requirements change.

Cons

One thing that's still missing is the ability for�this platform�to manage multiple instances for a single client.

Pros

Having employee self-service built through solutions I can create and manage internally has been a big plus for me. It cuts down the time my employees spend trying to find answers on their own and reduces the amount of repetitive questions my HR team has to handle. The case management side is also very useful for me, not just for HR but for my managers and employees as Well with history tracking, file storage and all related communication kept organized in one place for me. On top of that the system works well for me as a central place for my employees to reach HR which makes the overall service feel more streamlined and efficient to me.

Cons

Using�this software�as both an administrator and an end user gives me visibility into a lot of different parts of�the platform. I do value how customizable many areas are from the admin side. That said, it can be confusing at times because different setup options are spread across multiple pages. As a result, I end up doing extra navigation and double-checking my work to make sure everything was actually completed the way I intended. Also, although the home page search in the agent portal is more convenient than running a query, it is not very effective for finding certain items because it returns too many results without any clear order.

Pros

Right away Dovetail stood out to me for its business rules, role-based security, workflow flexibility and the ability for me to configure issue and sub-issue types to fit how I work. Their release approach feels genuinely customer-focused to me and the integration with my other HR and business systems has been a big plus. The roadmap shows real innovation to me and the support has been exceptional both in how quickly they respond and in the quality of help they provide to me. The interface is clear and configurable for me, giving me the employee details and case history I need in one place which keeps my shared services team operating efficiently. On top of that the leadership team feels truly engaged to me. I mean they may be a successful company but they still work with the kind of commitment and attentiveness I'd expect from a scrappy startup.

Cons

At the moment, reporting exists but getting the most value out of it takes a significant amount of time and training. Because of that, We have mostly depended on data exports that we load into a tool like Power BI to build our dashboards. That workaround has been fine to a point but it can become difficult over time because of the sheer amount of historical data we have, although others may not run into that same challenge. The good news is that reporting improvements are already on their roadmap and they seem to be adding the right staff to support that transition. Since our experience with�this platform�has given us confidence in what they communicate, I am inclined to believe them. Reporting started off feeling more like a third-party add-on but it sounds like they're bringing more of it in-house which should hopefully lead to the same level of support we get across the rest of�the platform.