What do you like best about the product?

DevRev has very good default features like
- moving a ticket to relevant status based on customer reponse,
-rating the problem description,
-suggesting ways to improve the problem statement like asking the user to add impact, samples, screenshots, videos, etc..
- Integration with Slack is seamless - comments are added to Slack from DevRev and vice versa without a delay
- Easy to manage the email communication with customer - comment in DevRev will be sent to the customer on email chain with the customer.


The customer support team is very active and knowledgeable.

What do you dislike about the product?

UI is a bit clumpsy - too much information.
Unable to add screenshots and brief notes together. The images will be added in the attachments and removed from the description. This makes it difficult to describe the problem as this will not allow someone to create a story based on a series of screenshots.
Some of the fields in devRev take a flow chart kind of values. The UI needs to be improved to allow the user to navigate the flowchart better. Current implementation doesn't allow it.

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

DevRev is helping us manage the complaints reported by the customer on Slack, email or DevRev seamlessly.
It alerts whenever there is a SLA breach, customer message, allows to configure status changes whenever customer responds, alerts whenever the tone of the customer is angry, frustrated, etc helping us respond to the customer faster.