Computer by DevRev

What do you like best about the product?

What I like most about DevRev is its ability to support highly flexible, custom field mapping across different platforms. It allows you to map virtually unlimited fields, making integrations seamless and tailored to specific needs

What do you dislike about the product?

One thing I don’t like is that email threads can sometimes be difficult to follow. Conversations tend to get repetitive or cluttered, which makes it harder to clearly understand the thread. There is definitely room for improvement in how communication is structured and displayed within email threads.

What problems is the product solving and how is that benefiting you?

While features like macros and ticketing workflows are fairly common, what really stands out to me is how DevRev helps solve collaboration challenges. It makes it much easier to work with teammates and stakeholders by improving internal communication around tickets.

I can efficiently manage and update multiple ticket attributes, adjust group ownership when needed, and use macros to streamline repetitive tasks. Features like snap ins and notifications are also worth mentioning.

What do you like best about the product?

DevRev is a modern support-focused platform that offers a high degree of configurability and flexibility, making it particularly appealing to teams that want granular control over their workflows. One of its standout strengths is the sheer number of options available—users can tailor processes extensively to match their specific support operations. The workflow design is especially strong, enabling structured and logical process flows that can improve how support teams manage tickets and customer interactions.

What do you dislike about the product?

DevRev feels best suited for support teams rather than broader organizational use. Its capabilities shine in customer support environments, but it doesn’t translate as effectively to enterprise-level needs. Larger organizations may find the platform limiting, as it appears to be designed more for smaller teams or those handling individual customers and SMB accounts.

There are also some usability concerns. The platform can feel tedious at times, particularly when navigating its many configuration options. Additionally, the user interface leans heavily toward a developer-centric experience, which may create friction for non-technical users or customer-facing teams expecting a more intuitive design.

Another practical drawback is the use of a “.ai” domain, which can sometimes be blocked by strict customer security settings—this can introduce avoidable complications in client interactions.

What problems is the product solving and how is that benefiting you?

DevRev is solving ticket sprawl and break-fix management and KB management.

What do you like best about the product?

What I appreciate most about DevRev is how intuitive and powerful the platform is across different aspects of daily work. The chat feature, enhanced by an AI agent, makes communication and information retrieval incredibly seamless. It helps speed up responses, improves clarity, and reduces the need to switch between multiple tools.
I also value the flexibility provided by workflows. They can be adapted for a wide range of purposes, which allows our team to structure processes in a way that truly supports our operational needs. Whether it’s automating routine tasks or streamlining complex sequences, workflows significantly enhance efficiency.
Another major advantage is DevRev’s ease of integration with the other platforms our organization uses. Connecting tools without friction makes adoption smoother and ensures our systems work together rather than in isolation.
Finally, I want to highlight the DevRev team itself. Their dedication to understanding and addressing every need stands out. It’s clear that they are committed to continuously improving the product and providing excellent support, which makes a big difference in the overall experience.

What do you dislike about the product?

While DevRev offers many strong capabilities, there are several areas where we experienced limitations that impacted our launch and daily operations:


Lack of Multi‑Domain Support
One of the biggest challenges for our team was the absence of multi‑domain support. This significantly extended our implementation timeline and required additional workarounds that otherwise wouldn’t have been necessary.


No Built‑In Telephony
Since DevRev doesn’t currently provide native telephony, we had to rely on a third‑party solution that wasn’t our preferred choice. Managing communication with an external vendor proved more complex and less seamless compared to working directly with the DevRev team.


Platform Not Fully Optimized for Real‑Time, Immediate Support
Because our team provides instant, time‑sensitive support, certain missing features initially made daily operations more difficult. These included:

No distinction between sound notifications for chat vs. email
Limited visibility into status indicators
SLAs tracked by calendar hours instead of business hours, which didn’t align with our workflow

While many of these issues were eventually addressed, they did slow us down during the early stages.

What problems is the product solving and how is that benefiting you?

DevRev has helped address several operational challenges and significantly improved the way our team manages support:


Clear and Actionable SLA Tracking
DevRev provides a visible SLA indicator on every ticket, which helps the team understand urgency at a glance. This ensures consistent prioritization, reduces the risk of SLA breaches, and makes workload distribution much more efficient.


More Detailed and Accurate Reporting
The expanded reporting capabilities allow us to analyze performance, forecast workload, and prepare reports with greater accuracy. This gives us better visibility into trends and helps with planning, resource allocation, and continuous improvement.


Flexible Ticket Properties for Complex Operations
The platform’s wide range of customizable ticket properties makes it possible to segment work across several teams and categories. This is especially valuable when managing multiple support groups simultaneously, ensuring each area gets the attention it needs.


Improved Communication Through Chat Visibility
End users can see the full history of their conversations directly within the ticket. This reduces repetitive questions, helps users track status easily, and streamlines follow‑ups. As a result, communication becomes clearer and more transparent.


High Accuracy of the AI Agent
The AI agent’s strong performance helps automate routine tasks and assists with information retrieval, allowing our human agents to focus on more complex tickets. This improves overall speed and quality of service.

What do you like best about the product?

The Computer search through the web browser is useful, compared to the default search.

What do you dislike about the product?

The new Android app - Computer - is a big step backwards. Gone are predefined filters and everything else. It is a simple prompt now which is rarely the fastest option to get what you need done.

What problems is the product solving and how is that benefiting you?

We use it for customer issue tracking.

What do you like best about the product?

It’s fully customisable, and the support from the team has been great.

What do you dislike about the product?

As an admin, I don’t find it very user-friendly for a non-tech person.

What problems is the product solving and how is that benefiting you?

We are using Devrev as a CRM tool. Ot is fully customisable and futuristic