DevRev Reviews & Product Details

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.

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.

It's easy to organize the information. Like the idea of creating my own labels to distinguish the different information that pertains to my workload. 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.

Easy to interact with the system, and has a nice layout. Customer support is good. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Working with DevRev has been a game-changer for our team. The sleek interface and the ability to find all previous conversations and tickets in one place make our workflows smoother than ever. Leadership's ability to jump into a ticket and collaborate with customers in real-time is a standout feature—it’s leaps and bounds ahead of what we experienced with Zendesk, where transferring tickets often caused interruptions.

Special shoutout to the incredible support team, especially “Saint Benny of the tech stack,” who consistently goes above and beyond. Weekly check-ins and availability have made a huge difference for us, and the help with dashboards has been invaluable. This kind of partnership and attention to detail sets DevRev apart.

If you’re looking for a tool that truly enhances your team’s efficiency while providing unparalleled support, I highly recommend DevRev. Review collected by and hosted on G2.com.

The only thing I would like to see differently, is an online chat rotation feature over load balancing, but even then we've figured out a way to balance this thanks to our CSM. Review collected by and hosted on G2.com.

It’s fully customisable, and the support from the team has been great. Review collected by and hosted on G2.com.

As an admin, I don’t find it very user-friendly for a non-tech person. Review collected by and hosted on G2.com.