Start by role

Dovetail is used well beyond research teams. Everyone works from the same material — interviews, tickets, reviews, and survey responses in one place, each answer traceable to whoever said it. What that’s worth depends on your job. Pick yours below.

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Product management

What you get: a ranked view of what’s worth doing next, with the evidence and the revenue behind each item, instead of a backlog built from whoever asked loudest. The case comes with the link to who asked and what it’s worth. Start here

1. Create a channel over your support tickets, reviews, and survey responses. Channels 2.0 groups them into Ideas, ranked by severity, frequency, accounts affected, and ARR.
2. Open an idea and check the Evidence behind it — the original tickets and quotes are one click away — then send it to Jira or Linear.
3. Ask Chat the questions you’d normally assign to someone: “What have customers actually said about [feature]? Show me the quotes.”

Steal this agent: Feature request ARR calculator — past a mention threshold, it sums the ARR behind a request and opens a ticket with top quotes.

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Product design

What you get: the evidence behind a design decision, and a customer you can put questions to between research rounds. Pressure-test a direction before it’s built, and bring the clip of a user saying it to critique. Start here

1. Create a project for your usability sessions and interviews. Recordings are transcribed and summarized automatically.
2. Mark the moments that matter as highlights — each becomes a shareable video or audio clip for a critique or a doc.
3. Build a Digital Twin of the segment you’re designing for, attach a mockup in Chat, and ask what it thinks. Answers trace back to a real interview or ticket.

Steal this agent: Power user persona twin — pushes back when a concept misses what long-time users care about.

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User research

What you get: the analysis busywork handled, and findings stakeholders can self-serve rather than queue for. Your queue caps how much research a team gets, and doc metrics tell you who read the write-up. Start here

1. Import your data into a project — interviews, usability sessions, survey responses, then set the project’s Context so Dovetail’s AI knows what you’re investigating.
2. Build your evidence layer with highlights and tags, then write up findings in a doc with a highlight reel so people hear the customer.
3. Point stakeholders at Chat, including in Slack and Teams, so repeat questions stop landing in your inbox.

Steal this agent: Weekly research digest — pulls the week’s findings, groups them by theme, and posts to your product channel.

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Customer experience and support

What you get: the patterns underneath your ticket volume, and a way to tell customers when their complaint is fixed. Instead of arguing an issue is big, show the accounts and revenue behind it, in the terms product prioritizes with. Start here

1. Create a channel from your helpdesk — Zendesk, Intercom, Freshdesk, Front, and more connect directly, or import a CSV.
2. Use Evidence to check whether a spike is real, and the activity-over-time view to see when it started.
3. Track CSAT, NPS, and sentiment on a dashboard, then drill into the feedback driving a change. When an idea moves to Resolved, Notify customers drafts a personalized update to everyone whose feedback contributed.

Steal this agent: Known issues expert — @mention it mid-ticket with a bug description; it returns whether it’s known, its status, and any workaround.

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Sales and customer success

What you get: everything an account has ever told you, before the call rather than buried in someone else’s notes — including conversations from before you owned the account. Start here

1. Connect your CRM so contacts carry through to feedback: Dovetail enriches from Salesforce or HubSpot, so company, plan tier, and ARR sit beside what was said.
2. Ask Chat about an account or a segment: “What are churned accounts saying about pricing compared to customers who expanded?” Every answer is cited.
3. Connect Salesforce, Slack, or Gmail in Chat to act on what you find — update a record, draft the follow-up — without leaving the conversation.

Steal this agent: Closed won CS handoff — on close, it compiles stated goals, promises, and concerns into a handoff doc and tags the CSM.

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Marketing

What you get: the exact language customers use about their problems, and proof for the stories you tell. Positioning comes from what customers already said, and every claim has a quote under it. Start here

1. Create a channel across reviews, surveys, and NPS responses to hear what customers say when your team isn’t in the room.
2. Ask Chat with web search on to compare customer language with what competitors are shipping.
3. Track keyword frequency and sentiment on a dashboard to catch vocabulary shifting before a campaign ships on the old words.

Steal this agent: Weekly customer language digest — the phrases customers used this week, grouped by theme, each with a real quote.

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Where to go next

• What is Dovetail? for how Projects, Channels, Chat, and Agents fit together.
• Agent use cases library for prompts organized by team, well beyond the one above.
• Dovetail terminology if a word on this page is new to you.