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AI driven platform from engineering to support
What do you like best about the product?
DevRev provides an efficient way to summarize problems using built-in options, helping users understand the problem statement and action points as a single, cohesive storyline that includes team interactions. This feature is helping us to reduce my time without seeing the all the mail threads.
What do you dislike about the product?
As a SaaS product, occasional glitches in the tool can disrupt the workflow. However, the team is quick to identify and resolve these issues, ensuring minimal impact on operations and maintaining overall efficiency. The support form the Devrev team is awesome we will get the quick response for every query.
What problems is the product solving and how is that benefiting you?
As the single point of contact, my teams from Product to Support, including Engineering are able to track end to end project management using DevRev. It has become a part of our daily workflow, with all discussions starting and ending within DevRev.
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Answered Our Needs & Wants
What do you like best about the product?
Since working with Devrev, we have found them HIGHLY responsive which is fantastic!
We love having a person to work with directly and find this customer approach a huge advancement from our old service. We want to be treated like we treat our customers. Direct, timely and with answers and not with prevarications
As an agent, it's easy to use and the views are highly customizable for rapid reviews and typical responses can be a minimum of keystrokes. Set up is a little quirky as we had to learn the DevRev "way" however it wasn't too painful all things considered.
The strength for us is in the reporting and the ability to pull the reports and get consistent, reliable data for our customer reports.
We love having a person to work with directly and find this customer approach a huge advancement from our old service. We want to be treated like we treat our customers. Direct, timely and with answers and not with prevarications
As an agent, it's easy to use and the views are highly customizable for rapid reviews and typical responses can be a minimum of keystrokes. Set up is a little quirky as we had to learn the DevRev "way" however it wasn't too painful all things considered.
The strength for us is in the reporting and the ability to pull the reports and get consistent, reliable data for our customer reports.
What do you dislike about the product?
They still have some rough edges to smooth out although I think they have the basics down pretty well.
* searchable knowledge base for customers to encourage self-service
* ability to redact sensitive information if placed incorrectly by either customer or agent
* ability to export ticket comments for reporting purposes
* searchable knowledge base for customers to encourage self-service
* ability to redact sensitive information if placed incorrectly by either customer or agent
* ability to export ticket comments for reporting purposes
What problems is the product solving and how is that benefiting you?
In our business, we are not only measured on response and resolution but also on the concept of relief. Relief is not easy to measure however DevRev was able to put in a relief system that can help us identify if we meet our SLA's.
They also have a reporting system that is consistent and that I can pull historical data that I couldnt get to before other than viewing as aggregated data.
They also have a reporting system that is consistent and that I can pull historical data that I couldnt get to before other than viewing as aggregated data.
Integrating the puzzles of SDLC World Together!
What do you like best about the product?
DevRev connects engineering, product, and support teams through a shared system of record, reducing silos.
With integrated AI and automation, it streamlines workflows and improves visibility across the product lifecycle.
With integrated AI and automation, it streamlines workflows and improves visibility across the product lifecycle.
What do you dislike about the product?
One minor dislike is that DevRev’s interface can feel overwhelming at first due to its wide range of integrated features, requiring a bit of a learning curve for new users.
What problems is the product solving and how is that benefiting you?
Problem: Traditional ticket systems are disconnected from the actual work or codebase.
DevRev's Solution: AI-powered ticket triage, assignment, and linking to code or features enables faster resolution.
DevRev's Solution: AI-powered ticket triage, assignment, and linking to code or features enables faster resolution.
My inquiry was resolved quickly, and the team followed up to ensure everything was taken care of!
What do you like best about the product?
What I love most about using DevRev is its rich functionality, real-time visibility into my team’s workload, and how seamlessly user-friendly and intuitive the platform feels—plus, their support team is A1 level, always there to answer any questions promptly!
What do you dislike about the product?
My only suggestion for improvement would be reducing the platform's bandwidth consumption, as it can be slow at times—fix that, and it would be perfect!
What problems is the product solving and how is that benefiting you?
DevRev is helping provide real-time visibility into my team's workload, along with several reports to analyze data and key metrics
A great product with big potential and amazing people
What do you like best about the product?
They have great attention to detail, we did not encounter any bugs on the usage of existing features yet (it has been a few weeks).
The product emphasizes complete integration from the customer needs down to the granular developer task. Use of AI in key places makes for a great experience overall.
Furthermore, even though we had issues migrating our data, the amazing customer support team and our CSM at DevRev made sure we got all the cards needed to proceed with the adoption of the platform. They iterated over and over with us to ensure our needs were fulfilled.
The product emphasizes complete integration from the customer needs down to the granular developer task. Use of AI in key places makes for a great experience overall.
Furthermore, even though we had issues migrating our data, the amazing customer support team and our CSM at DevRev made sure we got all the cards needed to proceed with the adoption of the platform. They iterated over and over with us to ensure our needs were fulfilled.
What do you dislike about the product?
The initial approach of the product is quite hard because of how DevRev sees a product and how it's divided into parts.
Some weird UX choices here and there but they are quickly iterating and listening to feedback actively.
Data import from external platforms can be a bit of a hit or miss, but then again, they actively supported us during this phase.
Documentation for developers seems really good at first glance, until you discover that it's not exactly up to date, it lacks examples and explanation.
Some weird UX choices here and there but they are quickly iterating and listening to feedback actively.
Data import from external platforms can be a bit of a hit or miss, but then again, they actively supported us during this phase.
Documentation for developers seems really good at first glance, until you discover that it's not exactly up to date, it lacks examples and explanation.
What problems is the product solving and how is that benefiting you?
DevRev helped us bridge the gap between support and engineering teams, so that everyone stays on the same page, while also giving us AI-driven functions to enhance our productivity across the whole company.
Recent DevRev experience
What do you like best about the product?
The support team is always very quick to reply and offer to have a call.
Having different inboxes and being able to filter by so many fields keeps work organized and easy to cover for other colleagues.
Having different inboxes and being able to filter by so many fields keeps work organized and easy to cover for other colleagues.
What do you dislike about the product?
I do not find the 'sentiment' feature helpful. DevRev does not allow me to copy a ticket to create a new (similar) one because this field cannot be removed or modified.
Also, the sentiment often does not match the tone of the conversation.
Finally, it should be easier to link tickets, instead of having to use a command. E.g. adding a ticket reference to the field, and being able to click on 'linking the ticket'.
Also, the sentiment often does not match the tone of the conversation.
Finally, it should be easier to link tickets, instead of having to use a command. E.g. adding a ticket reference to the field, and being able to click on 'linking the ticket'.
What problems is the product solving and how is that benefiting you?
DevRev's bot that assigns tickets to our team has really helped in terms of efficiency and reducing manual work.
Devrev - issue tracking, creating tickets, ai optimization
What do you like best about the product?
The AI categorization and the handling and auto prioritization of tickets
What do you dislike about the product?
Sometimes the UI is a bit messy, so some training is required,
What problems is the product solving and how is that benefiting you?
From handling tickets to resolving them, to adding subscribers so that they can work on it to custom tags as to who is what and working on the current issue.
Project Management powered by AI
What do you like best about the product?
The fact that knowledge graph takes all the information and gives everything the team wants under a single platform is the best part.
The whole AI integration gives additional benefits for teams to improve productivity.
The whole AI integration gives additional benefits for teams to improve productivity.
What do you dislike about the product?
Alot of things like the stage customisation is not yet self serve for the user.
Even the workflow / automation creation seems complicated and might need more documentation.
Even the workflow / automation creation seems complicated and might need more documentation.
What problems is the product solving and how is that benefiting you?
It brings all the teams across Design, Analytics, Product and engineering teams under a single platform.
Having analytics on the same tool also help teams improve productivity.
Having analytics on the same tool also help teams improve productivity.
Completing a successful POC
What do you like best about the product?
We recently completed a successful POC, and I want to commend the exceptional work of Grega, the CSM assigned to us. He is consistent, technical, and pleasant to work with. His fluent English and approachable demeanor made communication seamless, and he demonstrated a strong commitment to ensuring the success of our POC. He went above and beyond to address any issues promptly and effectively.
What do you dislike about the product?
Since we’ve only just started using the platform live, my overall impression of the product is still forming. While it’s too early to provide a comprehensive review, I can confidently say that the platform already feels like a big step up compared to our previous experience. I look forward to seeing how it performs in the long term
What problems is the product solving and how is that benefiting you?
- Customer ticketing support system
- Knowledge base to our clients
- Knowledge base to our clients
Great tool, and great customer Service
What do you like best about the product?
Working with DevRev has been a game-changer for our team. The sleek interface and the ability to find all previous conversations and tickets in one place make our workflows smoother than ever. Leadership's ability to jump into a ticket and collaborate with customers in real-time is a standout feature—it’s leaps and bounds ahead of what we experienced with Zendesk, where transferring tickets often caused interruptions.
Special shoutout to the incredible support team, especially “Saint Benny of the tech stack,” who consistently goes above and beyond. Weekly check-ins and availability have made a huge difference for us, and the help with dashboards has been invaluable. This kind of partnership and attention to detail sets DevRev apart.
If you’re looking for a tool that truly enhances your team’s efficiency while providing unparalleled support, I highly recommend DevRev.
Special shoutout to the incredible support team, especially “Saint Benny of the tech stack,” who consistently goes above and beyond. Weekly check-ins and availability have made a huge difference for us, and the help with dashboards has been invaluable. This kind of partnership and attention to detail sets DevRev apart.
If you’re looking for a tool that truly enhances your team’s efficiency while providing unparalleled support, I highly recommend DevRev.
What do you dislike about the product?
The only thing I would like to see differently, is an online chat rotation feature over load balancing, but even then we've figured out a way to balance this thanks to our CSM.
What problems is the product solving and how is that benefiting you?
Manager to rep collaboriation, ease of conversations with customers.
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