tribal knowledge is a real problem, you're always pinging someone to find context on an old bug or a past customer issue. DevRev's search pulls answers from across connected tools in one shot. What used to be a 20 minute Slack archaeology exercise is now under 2 minutes. The workflow automation has also quietly removed a lot of the back-and-forth between eng and support on ticket updates, things just move without anyone nudging them. Review collected by and hosted on G2.com.

The mobile experience is noticeably behind the desktop, if I'm checking something during an incident on my phone it's frustrating. And the AI draft replies on tickets are hit or miss, sometimes they're great, sometimes they need a full rewrite which defeats the purpose. Review collected by and hosted on G2.com.

The way DevRev tight links between bugs and roadmap items is genuinely useful. In our codebase, when a recurring issue surfaces in a critical service, I can directly trace it to the roadmap initiative it impacts i.e, no manual cross-referencing across tools. That shared visibility between engineering and product cuts down a lot of the coordination overhead that usually lives in Slack threads or standup calls. The UI is also noticeably lighter than Jira, which matters when you're context-switching frequently during a sprint. Review collected by and hosted on G2.com.

There is nothing blocking at this point time, but feels like product is still under polishing and finding more ways.

UI can be more clean, and same things could be done with less clicks Review collected by and hosted on G2.com.

In product management, the biggest bottleneck isn't usually a lack of ideas, but a lack of cross-functional alignment. DevRev's standout value is how it actively breaks down the traditional silos separating support, product, and engineering. Instead of spending hours stitching together context across disparate tools, DevRev creates a unified environment where customer conversations, support tickets, and product signals are natively linked. This shared reality significantly reduces engineering turnaround times and prevents the strategic drift that often happens when teams operate in isolation.

From a tactical standpoint, the platform's traceability is exceptional. When managing complex roadmaps, being able to track a granular customer pain point all the way through to an executed feature or architectural fix makes sprint prioritization far more grounded. It shifts the conversation from subjective opinions to data driven customer impact. Many legacy platforms promise this level of end-to-end visibility, but DevRev is one of the few that actually executes it effectively at the data-model level.

However, implementing this level of structural shift comes with real friction. This is absolutely not a plug-and-play solution; initial onboarding requires serious effort. For teams migrating from traditional, linear ticketing systems, DevRev’s workflow and data model take time to internalize. While the UI is clean, it isn't always intuitive, and building out complex, real-world custom integrations often requires frustrating workarounds. Furthermore, their AI capabilities lack the reliability needed for daily use, and performance can take a noticeable hit when querying heavily linked, large-scale datasets.

Ultimately, DevRev is a highly potent platform that demands a corresponding investment in setup and change management. The ROI curve is positive, but you have to be willing to do the heavy lifting upfront. If your organization is struggling to tie customer feedback directly to engineering execution and you are willing to push through the initial adoption hurdles, the platform delivers tangible value. It is an investment in process maturity rather than just a simple software purchase. Review collected by and hosted on G2.com.

The primary drawback is the steep adoption curve; this is definitely not a plug-and-play solution. For teams migrating from legacy ticketing systems, DevRev’s underlying data model requires a significant paradigm shift, and the UI can feel unintuitive during the initial onboarding phase. From a technical standpoint, certain areas still need maturity. Complex custom integrations frequently require frustrating workarounds rather than native support. Additionally, performance can lag noticeably when querying large-scale, heavily linked datasets, and the platform's AI features currently lack the stability required to be useful in daily operations. Review collected by and hosted on G2.com.

DevRev has very good default features like

- sentiment analysis.

- automated closures

- automated reports can be scheduled

- default nodes available in workflow builder cover most of our use cases.

Whenever I report an issue on their slack channel, they have a bot that responds with good level of analysis and suggestions to fix the problem. They have figured out an intelligent way regarding when to respond via bot or human. The response of the bot is pretty good when it responds. If the problem is complex, no bot response which avoids the frustration.

I have also used Computer for different use cases to get information from past tickets, to perform analysis on which of my support engineers are AI first, who is meeting the SLAs and who are Slacking, etc Review collected by and hosted on G2.com.

Some of the fields in the tickets are not user friendly. We have a use case where we want to map the ticket to module or sub module to route the ticket to the right team. The way the user provides the input is not handled correctly. I wanted an UI where I select a Module, then get the option to input the sub module, etc..

The AI tool option to refine the messages to the customer is not refined. I have to craft a brief response and go to claude or gemini to get a refine response. It might need calibration. It is crude right now. Review collected by and hosted on G2.com.

I appreciate how DevRev has improved a lot, offering what feels like an insane amount of customizations, snap-ins, and workflows. These workflows help automate basic stuff so our human agents can focus on solving more important customer queries. The introduction of computer AI agents is a really cool feature, and when trained well, these AI agents can handle queries autonomously. This setup saves a lot of time and bandwidth by taking care of all the basic information and also assisting on platforms like WhatsApp. The team behind DevRev is also really helpful, and they've made the onboarding process easy. Review collected by and hosted on G2.com.

DevRev, while sophisticated, needs someone technically savvy or with developer knowledge to set it up completely to realize its full potential. Our customer support team can't handle this amount of software on their own. It's not layman-friendly and requires someone with a technical background to make effective use of it. Initially, the setup and integration were not easy or user-friendly, which our team didn't like. Review collected by and hosted on G2.com.

The UI makes it easy for non-technical stakeholders to log and track customer feedback, our support and sales teams use it daily without friction. The integrations with Slack and Jira keep our product team in sync without context-switching. From a pricing/ROI angle, we've reduced the time spent aggregating customer requests by 20%, which freed up our team for actual roadmap work. The AI-powered insights help us spot patterns (like "5 customers complained about X this month"), which is way better than manual note-taking. Review collected by and hosted on G2.com.

The onboarding process took longer than expected, we needed dedicated time to map our workflows and customize fields. The AI insights, while helpful, sometimes flag obvious issues rather than providing deeper strategic recommendations. These are some minor frictions, overall it has been good for the team. Review collected by and hosted on G2.com.

What I like most about DevRev is its ability to support highly flexible, custom field mapping across different platforms. It allows you to map virtually unlimited fields, making integrations seamless and tailored to specific needs Review collected by and hosted on G2.com.

One thing I don’t like is that email threads can sometimes be difficult to follow. Conversations tend to get repetitive or cluttered, which makes it harder to clearly understand the thread. There is definitely room for improvement in how communication is structured and displayed within email threads. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The page where all the issues are mentioned has a not so clean / easy to use filters section. Review collected by and hosted on G2.com.

The best thing about DevRev is that it collapses the wall between customer support and engineering. Before DevRev, we were juggling multiple tools, one for tickets, one for product tracking, and another for engineering, and the handoff between them was always where context got lost. DevRev unifies all of that in one place. Customer-reported issues link directly to engineering tickets, so both teams have a shared view of every problem without any manual syncing or status updates over Slack.

The AI capabilities are genuinely useful. The AI summarization on repeat tickets saves significant time; instead of reading through 10 tickets about the same bug, you get an instant summary of what's happening across all of them. It has also reduced the volume of repetitive queries reaching the support team.

The UI is very clean for anyone to use, and the support during integration is really good. Review collected by and hosted on G2.com.

To be honest, there is nothing like disliking, but a few things can be improved a bit, like the page where all the issues are mentioned has a not-so-clean / easy-to-use filters section, and the session timeout can be improved a bit Review collected by and hosted on G2.com.

As a PM, DevRev has removed the constant back and forth between support and engineering. Customer issues link directly to dev tickets, so I'm no longer the middleman translating context between teams. The unified view of customer and engineering updates in one screen is a genuine time saver. The AI summary is the standout feature it surfaces recurring bugs automatically, making prioritization calls much sharper. Performance stays snappy even during high-volume periods. It has made the support to engineering handoff significantly cleaner. Review collected by and hosted on G2.com.

Nothing major to report in terms of dislikes, just some minor quality of life tweaks. The filtering UX on the main issues list could be a bit more streamlined, and the session timeout is a little aggressive, having a longer window before getting logged out would be helpful. Review collected by and hosted on G2.com.