DevRev Product-Led Support
DevRevReviews from AWS customer
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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.
Fast to configure , built to scale
What do you like best about the product?
Support platform migration used to be a costly and resource-intensive for us. But with DevRev, we were able to complete the transition with just two team members, without disrupting our day-to-day operations. Unlike other vendors, there were no professional services fees, and the CX team provided exceptional support throughout. The platform’s AI capabilities have expanded our vision, unlocking functionalities we hadn’t imagined—driving both staff productivity and customer engagement to new heights.
What do you dislike about the product?
certain self-serve configurations,like customizing States and Stages is limited, and more flexibility in tailoring the customer portal would be valuable.
What problems is the product solving and how is that benefiting you?
Increased agility through automation: DevRev's automation capabilities streamline repetitive tasks and ticket flows, enabling faster responses and reducing manual overhead for the support team.
Proactive leadership insights: With real-time visibility and integrated insights, support leaders can identify emerging issues early and take proactive steps to ensure customers feel supported and heard before problems escalate.
Empowering customer self-service: The platform gives customers improved tools to resolve common issues on their own, reducing dependency on agents and improving satisfaction.
Focus on what matters: By filtering out noise and handling routine interactions automatically, DevRev allows support agents to focus their time and energy on complex or high-impact customer issues that require deeper attention.
Proactive leadership insights: With real-time visibility and integrated insights, support leaders can identify emerging issues early and take proactive steps to ensure customers feel supported and heard before problems escalate.
Empowering customer self-service: The platform gives customers improved tools to resolve common issues on their own, reducing dependency on agents and improving satisfaction.
Focus on what matters: By filtering out noise and handling routine interactions automatically, DevRev allows support agents to focus their time and energy on complex or high-impact customer issues that require deeper attention.
Simple and powerful tool for all teams
What do you like best about the product?
We've been using DevRev as our primary IT ticketing and support platform, and it has significantly improved how we handle internal requests and incident resolution. What sets DevRev apart from traditional ITSM tools is its product-centric approach, allowing us to link issues directly to engineering, product features, and customer impact when needed.
What I like most:
Clean, modern UI that's easy for end-users and admins
Tight integration with Slack, making it simple for employees to raise and track tickets without leaving their workflow
Robust workflow automation and categorization that help us triage and route tickets faster
Built-in knowledge base and AI-assisted suggestions for self-resolution
The ability to collaborate across IT and product teams, especially when the root cause involves software or system updates
What I like most:
Clean, modern UI that's easy for end-users and admins
Tight integration with Slack, making it simple for employees to raise and track tickets without leaving their workflow
Robust workflow automation and categorization that help us triage and route tickets faster
Built-in knowledge base and AI-assisted suggestions for self-resolution
The ability to collaborate across IT and product teams, especially when the root cause involves software or system updates
What do you dislike about the product?
Reporting and analytics are improving but could benefit from more customizable dashboards
Slight learning curve for admins when setting up advanced automations
Some legacy integrations still maturing
Slight learning curve for admins when setting up advanced automations
Some legacy integrations still maturing
What problems is the product solving and how is that benefiting you?
Build IT-Ticketing system. ITSM
One amazing tool to work with
What do you like best about the product?
Amazing team from DevRev who take every feedback seriously and work on it was well, they have feature and automations which have made like quite easy for us.
What do you dislike about the product?
Sometimes the proposed feedbacks are actioned sloe
What problems is the product solving and how is that benefiting you?
Managing a Knowledge base, internal and external help desk, project management for our engineering team, CSMs using it for client management
Devrev - Zooming with AI but lacks some basic functionalities
What do you like best about the product?
The use of AI into everything that has made CX or startup life easier. The main idea to make it a sole product for an entire org is what stands out.
What do you dislike about the product?
Lack of basic features and regular downtime on msg visibility and lack of focus on highlighting unresponded queries makes it a bit irritating.
Also, its not a simple tool for layman agents, the user has to be somewhat tech savvy.
Also, its not a simple tool for layman agents, the user has to be somewhat tech savvy.
What problems is the product solving and how is that benefiting you?
The use of Turing bot that self learns based on previous responses is something beautiful and reduces the mis interactions but a huge amount. The ease of AI integration/snapins/workflows has benefitted us a lot.
Good Product
What do you like best about the product?
Easy to interact with the system, and has a nice layout. Customer support is good.
What do you dislike about the product?
It could be faster; it takes a while to load the information.
Also, I don't know if this would be a customization, but it could be a little cleaner; it has a lot of fields and information that are not necessary. I don't know if this is the only option for the package.
Also, I don't know if this would be a customization, but it could be a little cleaner; it has a lot of fields and information that are not necessary. I don't know if this is the only option for the package.
What problems is the product solving and how is that benefiting you?
Metrics reporting, ticket management with employees and customers.
Great support platform for modern teams
What do you like best about the product?
DevRev has made our support process a lot smoother.
The interface is clean, the AI features are actually useful, and it was easy to connect with Slack, email, and the PLuG widget. We also use Dev360 for support data, and it fits nicely with the rest of our stack like HubSpot. Overall, it strikes a good balance between automation and letting us stay in control.
The interface is clean, the AI features are actually useful, and it was easy to connect with Slack, email, and the PLuG widget. We also use Dev360 for support data, and it fits nicely with the rest of our stack like HubSpot. Overall, it strikes a good balance between automation and letting us stay in control.
What do you dislike about the product?
It would be helpful if we had more options for choosing how to measure customer health and impact.
What problems is the product solving and how is that benefiting you?
DevRev has helped us bring all our support work into one place and cut down on manual tasks. The AI agent that collects email IDs before opening tickets helps us keep things organized and only lets real users submit tickets. We finally have a central spot to track tickets, get insights, and work better together.
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.
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.
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