Dovetail HR Case Management
Dovetail HR Case Management is a web- and API-accessible system for HR teams and service centers handling employee inquiries and requests.
What Dovetail HR Case Management is
Dovetail HR Case Management is a web- and API-accessible system for HR teams and service centers handling employee inquiries and requests. It combines case tracking with workflow automation, reporting, and dashboards. The HR Home Console groups cases by employee profile or lifecycle stage and highlights SLAs, priority, and urgency. Searches can surface related cases, knowledge articles, attachments, and XpertHR content. Email and attachments can be added to cases, and phone interactions can be logged. An audit timeline records interaction history, including who changed a case, when, and the values before and after the change. Cases can be escalated manually or through workflows, with SLAs prioritized using KPIs and service metrics. Privacy controls include data purge, redaction, legal hold, and retention policies. Dovetail states the service supports more than 30 languages and includes over 50 prebuilt reports. It describes certified Workday integrations, a Dayforce connector, Mineral HR and compliance integration, and a RESTful API. Pricing is on request; Dovetail describes the product as built for enterprise HR teams.
Good
- Case dashboard highlights SLAs, priorities, and urgency.
- Audit timeline records changes and prior values.
- Workflows can automate escalation and SLA prioritization.
- Supports more than 30 languages and 50+ reports.
- Configurable workflows, teams, lists, and SLAs require no code.
Watch out
- Pricing is available on request; no amount is published.
Who it suits
It suits enterprise HR teams and HR service centers managing employee requests through tracked cases and workflows. Teams needing privacy controls, configurable SLAs, or HR system integrations may find its listed capabilities relevant.
Verdict
Dovetail brings employee inquiries, case history, workflow automation, and reporting into one HR case management system. Its enterprise focus and quote-based pricing make it most relevant to organizations evaluating a tailored HR service operation.
Plans and prices
From Dovetail HR Case Management's own pricing page, checked 4 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Custom pricing | Priced on request | Pricing and product limits not stated · Contact Dovetail for pricing; no amount is published on the pages reviewed. |
The facts
Each one read from Dovetail HR Case Management's own pages, with the date it was checked.
What it does
- API and configuration
- HR key users and administrators can configure workflows, teams, lists, and SLAs without code, and the product offers a published RESTful API toolkit.checked 4 Oct 2026
- Audit trail
- The audit timeline records each case interaction, who changed it, when it changed, and the previous and updated values.checked 4 Oct 2026
- Case communications
- The integrated email client adds emails and attachments to cases, and phone interactions can be logged against a case.checked 4 Oct 2026
- Case dashboard
- The HR Home Console organizes case data by HR profile or case lifecycle stage and shows SLAs, priorities, and urgency.checked 4 Oct 2026
- Hosting and access
- Dovetail says it hosts in AWS, offers US or European data residency, supports SAML v2 single sign-on, and segments access with fine-grained permissions.checked 4 Oct 2026
- Integrations
- The system setup page describes certified Workday integrations, a Dayforce certified connector, a Mineral HR and compliance integration, and a RESTful API.checked 4 Oct 2026
- Intended users
- Dovetail describes its platform as built for enterprise HR teams and its case management as intended for HR teams and HR service centers.checked 4 Oct 2026
- Knowledge search
- Automatic and manual searches can surface existing cases, knowledge articles, attachments, and XpertHR content.checked 4 Oct 2026
- Language and reports
- Dovetail states it supports over 30 languages and includes more than 50 prebuilt reports.checked 4 Oct 2026
- Privacy features
- The product supports employee data purge, redaction, legal hold, and data retention policies under its GDPR and privacy features.checked 4 Oct 2026
- Purpose
- HR Case Management helps HR teams and HR service centers manage employee inquiries and requests through workflow automation, case tracking, reporting, and dashboards.checked 4 Oct 2026
- Security
- Dovetail states its HR SaaS product has AICPA SOC 2 Type II certification, encrypts customer data at rest with AES 256 and in transit with TLS 1.2 or 1.3, and conducts annual external penetration tests.checked 4 Oct 2026
- Support
- Dovetail lists customer support contact details and invites prospective customers to request a demo; the pages reviewed do not state support hours or service levels.checked 4 Oct 2026
- Workflow and SLAs
- Cases can be escalated manually or through automated workflows, and workflow-driven SLAs prioritize cases using KPIs and service metrics.checked 4 Oct 2026
The company
- Founded
- 1996checked 28 Sep 2026
- Headquarters
- Austin, Texas, United Stateschecked 28 Sep 2026
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