DevRev Product-Led Support
DevRevReviews from AWS customer
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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.
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
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