DevRev Product-Led Support
DevRevReviews from AWS customer
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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.
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.
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