DevRev Product-Led Support
DevRevReviews from AWS customer
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Wonderful tool for organisations with a customer facing application
What do you like best about the product?
DevRev has a clean UI & UX. I love that it shows the crashes, exception details with just a simple click, very user friendly. Apart from that, its main feature are the video recordings which help us, as an organisation to figure out which user or how many users have what kind of experience while using our app (happy session, frustrated session etc)
What do you dislike about the product?
Something that I would appreciate being there in DevRev would be the ability to set some kind of "alerting" on specific metrics... for example if the frustrated sessions on iOS go above a certain value, my team should be alerted so as to make the experience smoother for our customers. Other than that, DevRev is great!
What problems is the product solving and how is that benefiting you?
DevRev helps me gauge the user satisfaction of the users currently using my application and that is so important to me as an organisation as customers are our main stakeholders and our major business is conducted through our application
DevRev is great tool for Support Team
What do you like best about the product?
Best part is the Agent companion that helps you find all the information you need. All answers provided have references attached, so you can quickly verify any information provided. The Agent quickly searches through hundreds of internal documents, public facing documents, and related tickets. Also, props to their customer support team. I've been able to quickly report and address issues I've encountered.
What do you dislike about the product?
DevRev allows you to easily and quickly customize your teams experience. However, this means the initial set up and configuration of workflows takes time .
What problems is the product solving and how is that benefiting you?
It's our one stop tool to manage our customer support tickets and reports.
Great and futuristic product with right blend of AI and Analytics
What do you like best about the product?
The best thing I like about Devrev is the product. Product is well advanced with new age features. The best features are AI support to agents and advanced analytics tool. Also features like automatic bifurcation of tickets is of great help.
What do you dislike about the product?
The thing I dont like of Devrev is lack of possibility for integration with local tools like WABA service providers, cloud telephony etc. Also there is lack of customisation available such as API integrations with different partners and flexibility of features and plug widget.
What problems is the product solving and how is that benefiting you?
Devrev is helping me automate high volume of support tickets. Only a small portion of tickets reach agents who also get support from Devrev AI help. Agents also get advanced AI analytics support which help in finding the right problem and solving it.
DevRev has transformed my support workflow
What do you like best about the product?
It centralizes everything I need for customer support
API very helpful, I intend on implementing custom solutions in the future
API very helpful, I intend on implementing custom solutions in the future
What do you dislike about the product?
- Cant rearrange fields in Tickets, Issues
- Cant rearrange views in lefthand sidebar
- AI assistant for writing ticket responses most ineffective (grammar setting is okay)
- Main search for content within tickets terrible; ticket search slightly better
- Cant rearrange views in lefthand sidebar
- AI assistant for writing ticket responses most ineffective (grammar setting is okay)
- Main search for content within tickets terrible; ticket search slightly better
What problems is the product solving and how is that benefiting you?
Centralizing and tracking user communication and issue resolution
Collaborating with colleagues
Collaborating with colleagues
Great Resource-- makes managing tickets, documentation, and workflows so efficient and easy
What do you like best about the product?
Everything is so easy to navigate and lots of opportunity for tracking data, logging information, interacting wtih internal teams, external people, documentation, and its all in one place. Complicated yet easy to use, implement, and train on - especially when you can use knowledge base articles to train. We use it every day. Love the AI tools inside to make work so much faster. I can even create my own tickets and the customer support from DevRev is nice.
What do you dislike about the product?
Helpful tools can change without notice- I like and use a tool and then the one day its different....
What problems is the product solving and how is that benefiting you?
Documentation is key to a customer support organization, especially for scaling. We can create knowledge base articles and make them available for our customers to utilize and reducing our own and our customer effort to knowledge. The ability to communicate with other internal teams to my organization as well is key when we need to make requests from them on behlaf of our customers- DevRev allows us to log issues and link them to existing tickets so we can easily manage feature requests, repairs, etc.. and have everything link together.
DevRev: Turning Tickets into Customer Wins
What do you like best about the product?
What I like best about DevRev is how it seamlessly combines customer support and product workflows into a single platform. The ticketing tool feels modern and intuitive, and its AI features genuinely save time by auto-routing requests, suggesting responses, and helping deflect repetitive queries. I especially value how it links customer tickets directly to product parts, which makes prioritization clearer and ensures the team focuses on what matters most. The unified inbox and clean design make day-to-day work easier, while dashboards and analytics provide real visibility into customer sentiment and recurring issues, helping teams stay proactive rather than reactive. Its easy to implement & Integrate , I use it Frequently.
What do you dislike about the product?
While DevRev is powerful, there are a few areas that could improve. At times, the interface can feel a little cluttered, especially when navigating through multiple fields or attaching files to tickets. The AI features are impressive but occasionally over-simplify issues, which means agents still need to double-check responses. Customization options for reporting and customer health metrics could also be more flexible to match different team needs. Lastly, because the platform is evolving so quickly, there’s a bit of a learning curve for new users, and staying on top of changes can feel overwhelming at times.
What problems is the product solving and how is that benefiting you?
DevRev is helping us bridge the long-standing gap between customer support and product development. Traditionally, tickets would live in one system and product work in another, making it hard to connect customer feedback with actual fixes. DevRev solves this by tying every ticket to product parts and features, so we know exactly which issues affect customers most. The AI assistance cuts down manual effort—auto-routing, suggesting replies, and handling repetitive queries—so our team can focus on higher-value conversations. This has improved resolution times, reduced noise, and given us clearer visibility into trends, ultimately creating a more customer-centric workflow.
A rapidly-evolving platform with solid support
What do you like best about the product?
DevRev’s Parts and Trails structure makes it much easier to link customer issues directly to product areas, which has improved how we organize and prioritize support tickets. The automations have already reduced noise in our queues, and the platform is clearly being built with support teams in mind. Most importantly, the DevRev team has been highly engaged with us — they’ve consistently taken our feedback, acknowledged issues quickly, and shipped improvements at a rapid pace. That responsiveness has made a real difference in our ability to adopt the platform confidently.
What do you dislike about the product?
As with any newer platform, some features are still maturing. A few automation and reporting use cases we’d like to implement aren’t available yet, and we haven’t gone live with AI Agents/Actions. That said, the team has been proactive in addressing gaps, and we’ve already seen progress in areas we raised as limitations.
What problems is the product solving and how is that benefiting you?
DevRev is helping us centralize customer conversations, tickets, and product context in a single platform, which has reduced the friction of managing support across multiple tools. By tying issues directly to product areas, we’re able to track trends more effectively and communicate clearer insights back to engineering. Automations have also helped us filter out noise (like spam or unactionable requests), which keeps our queue healthier and lets the team focus on higher-priority tickets. The result is faster resolution times, more visibility into what matters, and less manual overhead for the support team.
User Friendly & great support
What do you like best about the product?
We've been using DevRev since 2+years now and they have evolved a lot across these years. Focus is great on support reports and their workflows are easily implementable based on our business requirement. Have integrated with JIRA and its been a good experience so far.
What do you dislike about the product?
Can enhance the analytics part for better reports
What problems is the product solving and how is that benefiting you?
All concerns from mail, app and website are being routed to DevRev and are handled at one place. The tickets are easily tracked and drilling down of data customer wise becomes easier.
Seamless Transition and Powerful Customization
What do you like best about the product?
We recently migrated from Zendesk to DevRev, and the transition was smoother than expected. DevRev has proven to be a modern, feature-rich support platform that feels purpose-built for scaling teams. What impressed us most is the plethora of customization options, along with the extensive snap-ins and integrations that connect effortlessly to our existing tools. It’s clear the platform was designed with both flexibility and extensibility in mind.
Overall, DevRev has significantly elevated our support operations, and we’re excited to grow with the platform as it matures. Highly recommended for teams looking to move beyond the limitations of legacy systems!
Overall, DevRev has significantly elevated our support operations, and we’re excited to grow with the platform as it matures. Highly recommended for teams looking to move beyond the limitations of legacy systems!
What do you dislike about the product?
One area we hope to see improvement in is report customization. Currently, creating custom dashboards requires involvement from DevRev engineers, which limits agility for data-driven teams. That said, we understand the product is evolving rapidly, and it’s encouraging to see how responsive the team is to feedback.
What problems is the product solving and how is that benefiting you?
We’re especially excited about its AI capabilities, including the ability to create faster knowledge base articles using AI. These features will streamline content creation and improve self-service for our customers.
A very good tool
What do you like best about the product?
It allows users to create in-depth filters and perform and advanced search whenever they need to look for specific information. Several tabs can also be used at the same time, which helps comparisons between useful tasks or pieces of information
What do you dislike about the product?
It is sometimes slow and presents bugs when creating new issues/tickets. It has also been presenting issues when performing bulk updates.
What problems is the product solving and how is that benefiting you?
It helps us communicate with our customers and meet their requirements in an efficient way.
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