Common answers for teams configuring and using Dove365 Support.
Assign the Support security roles, configure the default queue, confirm the support mailbox automation is enabled, maintain categories and subcategories, and validate the Support dashboards.
The default queue is the intake queue for new support work. Email triage and available-to-pick dashboard counts rely on it, so the queue GUID must be configured correctly.
Dove365 Support uses Support User, Support Account Manager, and Support Admin roles. Assign the least privileged role that lets each person do their work.
No. A Case is the support record. A Queue Item is the queue representation of that record, used for intake, pickup, and work allocation.
Dashboards may count active Cases in a user's queue separately from unassigned Queue Items in the default queue. This is expected when work is being triaged or picked up.
Yes. The support mailbox triage automation can read incoming support emails, create Cases, and place them into the configured default queue.
Support Activities record time against Cases. Managed Service usage can then be aggregated so account managers can review allocation, remaining hours, and usage percentage.
It indicates that a Managed Service is approaching its allocation. Teams should review usage before the allocation is fully consumed.
Managed Service creation and maintenance is intended for Support Account Managers or Support Admins. Standard Support Users can reference them where permitted.
Both work the same active Queue Items. The Kanban Board groups them by support state — Awaiting Triage, Assigned, In Progress, and Escalated — so you can see where work has reached. The Queue Workload Board groups them by who is carrying the load, so you can see who is overloaded and rebalance.
Almost always because the target user has no active queue of their own, or is not a member of it. Dove365 Support still sets Worked By, so the assignment is recorded, but the Case stays in its current queue. The on-screen success message names the queue the Case was actually routed into.
The boards only load work from public queues, queues you are a member of, and the configured default queue. If work sits in a queue you are not a member of, it will not appear and you cannot move it. Ask an admin to add you to the queue.
Each Case scores from its priority — Critical 4, High 3, Medium 2, Low 1, none 2 — plus one urgency uplift from its Target Resolution Date: +2 if overdue or due within 24 hours, +1 if due within 3 days. Escalated Cases add a further 2. Each user lane is measured against a capacity of 28 score and reported as Available, Healthy, Busy, or Overloaded.
Check the Workload state filter, which hides whole lanes rather than cards. Also remember that By User mode only shows users carrying visible work, and By Queue mode only shows queues that currently hold visible work. Capacity View shows every active user.
The Queue Item moves back into the configured default queue and Worked By is cleared, so the Case returns to unassigned triage work. Release needs dove365_DefaultQueueGUID to hold a current value.
Use the Support Activity Time Tracker on the Case form. Start the timer, pause and resume as needed, then Stop and save. It writes a completed Support Activity for you. You can still create Support Activities by hand if you prefer.
Time is rounded to the nearest 15 minutes by default, and any non-zero session is lifted to the minimum chargeable duration so it is never saved as zero. Both values are configurable by an admin.
No. It only creates a Support Activity. That is what feeds the Case Hours Spent rollup and Managed Service usage.
Nothing is lost. The running timer is held in browser storage keyed by user and Case, and only timestamps are stored, so a timer left running keeps counting correctly.
No. Warnings about allocation limits, expired agreements, or missing Managed Service links are advisory only. Support work still has to be recorded, so the tracker never blocks a save.
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