Computer by DevRev
DevRevReviews from AWS customer
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Efficient Ticketing with AI-Powered Support
What do you like best about the product?
I like using DevRev as a support ticketing logging and tracking tool. The AI Agent - Computer is impressive as it responds to customer queries based on previous tickets, which has increased first response resolutions. The AI Agent helps answer basic and known issues without intervention from a support executive, reducing volume and allowing the team to focus on actual issues. I also appreciate DevRev's enhanced ticketing workflows, which automate tasks like Jira ticket creation and status updates. This automation makes it easy to escalate issues to the Engineering team, and updates are auto-synced between both platforms, keeping them always up to date. Additionally, the initial setup was quite smooth, with the DevRev team assisting with all initial setup and past tickets migration from Zendesk.
What do you dislike about the product?
The UI is quite confusing for me sometimes. The home page is always filled with 100 of details. The ticket viewing tab opens on the right side of the screen which is distracting.
What problems is the product solving and how is that benefiting you?
DevRev simplifies ticket flow with its AI agent, increasing first response resolutions by using internal data for user queries. It also enhances ticketing workflows by automating tasks like Jira ticket creation and syncing status updates, enabling seamless issue escalation and keeping platforms updated.
Simplified Customer Ticket Management
What do you like best about the product?
I like DevRev because it's simple to use. It ensures better customer satisfaction and lets us fix any bugs which customers report. I also appreciate that the transition from Freshdesk to DevRev was seamless using SSO.
What do you dislike about the product?
I wish I could just reply on email instead of having to login and reply.
What problems is the product solving and how is that benefiting you?
DevRev ensures better customer satisfaction and lets us fix bugs reported by customers.
Centralized Customer Management with Insightful Dashboards
What do you like best about the product?
I like how DevRev does a pretty good job keeping everything organized in one place, making it easy to track conversations without jumping between tools. The dashboard is quite helpful, giving a clear idea of what's going on with customers, which helps us plan better. I find ticket insights and conversation insights valuable as they show closed tickets, active tickets, and average resolution time, which are essential for managing our work. CSAT score distribution also informs us about how customers have rated us and the distribution of ratings in the surveys sent.
What do you dislike about the product?
In the beginning it can be a little bit confusing to navigate, it's not exactly like other tools in the market. So it takes time to get used to it. A smoother onboarding experience would definitely help new users. Initially it was a bit challenging as we had to move the previous tickets, but with the help of the team we were able to manage.
What problems is the product solving and how is that benefiting you?
DevRev helps me manage a large number of tickets and chats in one platform, keeping everything organized. The dashboard is handy for tracking conversations, offers insights into tickets and CSAT scores, and helps us plan better.
User-Friendly Interface That Makes Work Easy
What do you like best about the product?
The best part is user interface and user friendly
What do you dislike about the product?
At times, the speed is very slow, and it takes a while to retrieve information.
What problems is the product solving and how is that benefiting you?
Better productivity,Faster decision-making, Reduced manual effort
AI Enhances Efficiency, Interface Needs Improvement
What do you like best about the product?
I find the computer function in DevRev really helpful, even if it's not 100% accurate, because it helps me find information in a short period of time. The AI capabilities make work faster and more effective.
What do you dislike about the product?
I think the interface, I believe the Devrev team can still do better version , we are looking forwards to see it!
What problems is the product solving and how is that benefiting you?
I use DevRev for client interaction and QA evaluation. The computer function and AI make my work faster and more effective, helping to quickly find information.
Improving UX, Smooth Onboarding, and a Slack Integration That Simplifies Bug Filing
What do you like best about the product?
The UX has been improving, and that’s what matters most: growth and continuous improvement. I’ve also started using it from Slack, and this integration has made it much easier for us to file bugs and not lose track of them. I haven’t really faced any performance issues, which is great. I don’t have any idea about pricing, though, since I’m just an employee. Onboarding new users has been very smooth. Intelligent features—like carrying forward the context from previously opened issues when creating another issue—are impressive and have made DevRev more convenient to use.
What do you dislike about the product?
The page where all the issues are mentioned has a not so clean / easy to use filters section.
What problems is the product solving and how is that benefiting you?
keeping track of work with support for hierarchy and granularity of tasks. It helps me ensure visibility of my work.
Minimal UI and Ease of Use with Room for Performance Improvement
What do you like best about the product?
I like DevRev for its ease of use, especially because its UI is minimal compared to Jira, which we used before. For me, having limited buttons on the UI and minimal operations makes it easier to use. The initial setup of DevRev was easy as well, and I appreciate the pricing and the minimal design.
What do you dislike about the product?
It takes a lot of time when opened in a tab to load, like 5 seconds, which is an issue for me.
What problems is the product solving and how is that benefiting you?
I use DevRev to track work and manage issues, helping us know who's working on what. It tracks sprint progress and employee productivity, aiding in performance evaluations.
Outstanding Support Amplifies DevRev's Effectiveness
What do you like best about the product?
What I really like about DevRev is their team, particularly a guy named Varun, who's really helpful and approachable. He understands the problems we face and works on them as if he's part of our own team at Erwin Fashions. They were really helpful and quick when we needed to add new features to the platform. I believe their team is their strength. Also, DevRev offers a useful dashboard for monitoring agent performance, where I can see what tickets are being worked on and track agent performance day by day.
What do you dislike about the product?
I wish there was a section where on a day-to-day basis, I could give some feedback. Sometimes I'm not able to note down all the feedback I have for the platform. It would be helpful if there was a section where I could just give feedback. By the end of the week or month, the platform could tell me the major issues I'm facing, and I wouldn't have to approach anyone. Maybe someone could reach out to me about how it can be improved. Maybe there is already a feature on the platform that solves an issue, but I don't know about it. Also, the initial setup wasn't very smooth. We had to explain a lot about our expectations, and the very first cut of the platform could have been better.
What problems is the product solving and how is that benefiting you?
I use DevRev to monitor customer service agents' performance. It helps me track who is working on what ticket, their resolutions, and the time taken to solve issues. It's a useful dashboard for daily performance checks.
User-Friendly and Efficient with Smart AI, But Faces Downtime
What do you like best about the product?
I like DevRev for its ease of use and smart AI. It has a very easy user interface that reduces hassle and enhances efficiency. I also find its cost and user ease to be compelling reasons for my team switching from Jira.
What do you dislike about the product?
it gets down very frequently
What problems is the product solving and how is that benefiting you?
DevRev provides effective ticket tracking and reduces hassle with its very easy user interface and smart AI, enhancing efficiency.
Smooth Access and Great Case Management
What do you like best about the product?
Smooth access and case management is great
What do you dislike about the product?
Reporting and dashboard creation is a challenge
What problems is the product solving and how is that benefiting you?
easy access to the recent communications and views can be managed on user level for tickets
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