DevRev Reviews & Product Details

I like how DevRev brings product development, customer support, and feedback tracking into one platform. The interface is clean and easy to navigate, and it helps our team collaborate efficiently without switching between multiple tools. Review collected by and hosted on G2.com.

Sometimes certain features feel a bit complex at first, and it can take time to learn where everything is. However, once you get used to the platform, it becomes much easier to navigate. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Can enhance the analytics part for better reports Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Everything is in one place. I can easily track customer issues, see product updates, and keep all teams on the same page. Review collected by and hosted on G2.com.

I wish reports and dashboards were easier to customize. Review collected by and hosted on G2.com.

It centralizes everything I need for customer support

API very helpful, I intend on implementing custom solutions in the future Review collected by and hosted on G2.com.

- 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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Its easy to organize the information. Like the idea of creating my own labels to distinguish the different information that pertains to my work load. Review collected by and hosted on G2.com.

We use the product for our ticketing system. When we receive a response, but the ticket was in a status that was on Hold, it remains in that state instead of Open. Therefore, we will miss when we get a reply. Review collected by and hosted on G2.com.

I like that DevRev unifies product, support, and customer-facing teams into a single platform, giving complete visibility into the customer journey. It makes collaboration seamless and ensures that customer feedback directly informs product decisions, which accelerates innovation and drives measurable impact. Review collected by and hosted on G2.com.

The platform can feel a bit overwhelming at first because of the breadth of features, which requires some ramp-up time to fully adopt. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

It is sometimes slow and presents bugs when creating new issues/tickets. It has also been presenting issues when performing bulk updates. Review collected by and hosted on G2.com.