DevRev Reviews & Product Details

Best part is the Agent companion that helps you find all the information you need. All answers provided have references attached, so you can quickly verify any information provided. The Agent quickly searches through hundreds of internal documents, public facing documents, and related tickets. Also, props to their customer support team. I've been able to quickly report and address issues I've encountered. Review collected by and hosted on G2.com.

DevRev allows you to easily and quickly customize your teams experience. However, this means the initial set up and configuration of workflows takes time . Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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.

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.