# DevRev Reviews **Vendor:** DevRev **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 199 ## About DevRev Computer is an AI teammate, by DevRev, that unifies your knowledge, automates work, and delivers Team Intelligence across every workflow. Unlike other AI tools, Computer connects structured data (CRM records, tickets, log data) and unstructured data (documents, emails, chats) into a single AI-ready source of truth: Computer Memory. This is achieved with our patented two-way sync engine, Computer AirSync. Computer doesn’t just find information. It takes action in your systems, automates workflows, and generates insights grounded in your complete business context. From automated ticket resolution to complex business analysis, Computer works alongside your teams through purpose-built apps and custom AI agents. Above all else, Computer brings people back together. By breaking down silos and connecting people, it ushers in the future of AI-human collaboration. We call this Team Intelligence. It’s time to stop juggling scattered tools and start focusing on what matters. ## DevRev Pros & Cons **What users like:** - Users find **DevRev easy to use** , enabling effective feature discovery and prompt issue resolution within the app ecosystem. (54 reviews) - Users value the **enhanced efficiency** of DevRev, transforming team collaboration and improving overall performance significantly. (51 reviews) - Users find DevRev's **advanced features** , like AI support and analytics, invaluable for optimizing user experience and success. (48 reviews) - Users appreciate the **exceptional support** from DevRev's team, enhancing customer experience through proactive and responsive assistance. (40 reviews) - Users commend DevRev for its **highly responsive customer support** , enhancing the overall experience and efficiency in handling queries. (29 reviews) - Users highlight the **insightful analytics** of DevRev for understanding user behavior and improving UX issues effectively. (29 reviews) - Efficiency Improvement (25 reviews) - Usefulness of Information (25 reviews) - Comprehensive Insights (23 reviews) - Integrations (23 reviews) **What users dislike:** - Users note the **missing features** in DevRev, affecting its usability and requiring multiple enhancement requests over time. (30 reviews) - Users are frustrated with the **limited features** of DevRev, particularly the lack of search and filtering options. (21 reviews) - Users note a **lack of features** in DevRev, including limited reporting and integrative capabilities, affecting their overall experience. (19 reviews) - Users find the **learning curve steep** , requiring time to adapt to DevRev's integrated functions and workflow. (18 reviews) - Users find the **user interface not intuitive** , especially for non-tech individuals new to DevRev's complex workflow. (16 reviews) - Limitations (15 reviews) - Users find the **poor interface design** of the computer lacking in visual appeal and user-friendliness. (14 reviews) - Steep Learning Curve (13 reviews) - Complexity (12 reviews) - Integration Issues (12 reviews) ## DevRev Reviews ### 1. Powerful Traceability, Though Weighed Down by Complex Onboarding **Rating:** 4.0/5.0 stars **Reviewed by:** Tushar M. | Senior Associate - Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about DevRev?** 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. **What do you dislike about DevRev?** 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. **What problems is DevRev solving and how is that benefiting you?** Operating in the enterprise fintech space, specifically managing complex LOS journeys, our biggest operational bottleneck was the disconnect between customer-facing support and engineering execution. Tracking the product impact of major structural shifts such as migrating from a monolithic to a microservices architecture used to be highly fragmented across disparate tools. DevRev solves this by creating a unified thread from initial customer friction straight to the engineering sprint. For example, when we recently had to mandate a change in our system architecture to support multiple document identifiers per KYC type (shifting from a restricted 1:1 to a 1:M relationship), DevRev allowed us to seamlessly link the upstream compliance requirements and customer requests directly to the active development tickets. The primary benefit is drastically improved cross-functional alignment. It has significantly reduced our engineering turnaround time on critical updates and ensures our roadmap prioritization is anchored in traceable, real-world user impact rather than siloed assumptions. ### 2. Great customer support agent and good set of connectors and nodes in workflow builder. **Rating:** 4.5/5.0 stars **Reviewed by:** Vinod K. | Product Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2024 **What do you like best about DevRev?** 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 **What do you dislike about DevRev?** 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. **What problems is DevRev solving and how is that benefiting you?** DevRev is helping me create workflows, send the summary of tickets for a customer at a certain frequency. Most of the connectors are also available by default. I built an agent using information from previous ISS or TKT tickets, google docs, Slack conversations and articles, most of the connectors I needed were available off the shelf. ### 3. Customizable CRM with Powerful Automation **Rating:** 4.0/5.0 stars **Reviewed by:** Chandu P. | Growth Support Member, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2025 **What do you like best about DevRev?** 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. **What do you dislike about DevRev?** 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. **What problems is DevRev solving and how is that benefiting you?** DevRev lets us integrate conversations, emails, and chats, so we handle customer queries in one place. Workflows automate tasks, freeing human agents for more complex queries, and AI agents handle basic questions, saving time and bandwidth. ### 4. Seamless Integrations with Highly Flexible Custom Field Mapping **Rating:** 4.0/5.0 stars **Reviewed by:** Shafaan K. | HR Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 26, 2026 **What do you like best about DevRev?** 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 **What do you dislike about DevRev?** 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. **What problems is DevRev solving and how is that benefiting you?** While features like macros and ticketing workflows are fairly common, what really stands out to me is how DevRev helps solve collaboration challenges. It makes it much easier to work with teammates and stakeholders by improving internal communication around tickets. I can efficiently manage and update multiple ticket attributes, adjust group ownership when needed, and use macros to streamline repetitive tasks. Features like snap ins and notifications are also worth mentioning. ### 5. Improving UX, Smooth Onboarding, and a Slack Integration That Simplifies Bug Filing **Rating:** 4.0/5.0 stars **Reviewed by:** Parth K. | Member of Technical Staff, Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2026 **What do you like best about DevRev?** 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. **What do you dislike about DevRev?** The page where all the issues are mentioned has a not so clean / easy to use filters section. **What problems is DevRev solving and how is that benefiting you?** keeping track of work with support for hierarchy and granularity of tasks. It helps me ensure visibility of my work. ### 6. Unified Troubleshooting but Overpriced **Rating:** 4.0/5.0 stars **Reviewed by:** Jigar M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2026 **What do you like best about DevRev?** I use DevRev to track app usage, troubleshoot issues, and connect support with engineering, which really helps in understanding and closing issues. I love that DevRev provides a unified view of all actions users perform, which aids in troubleshooting and monitoring issues effectively. The most liked module for me is 'support to developer,' which is crucial for customer-facing applications. When a customer reports an issue, DevRev helps by providing a unified view of all customer session replays, allowing for faster debugging. Also, the initial setup was very easy and straightforward. **What do you dislike about DevRev?** I'm not a fan of the pricing model. It used to be decent, but now it's based on user sessions, which doesn't work for us. There are free tools in the market doing the same job without any session capping, making them cost free. **What problems is DevRev solving and how is that benefiting you?** I use DevRev for tracking app usage, troubleshooting, and connecting support to engineering for faster issue resolution with a unified customer view. ### 7. Intuitive, Efficient, but Needs Stability Improvements **Rating:** 5.0/5.0 stars **Reviewed by:** Jayant Kumar J. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2026 **What do you like best about DevRev?** I have been using DevRev to handle data from customers, and it's been a really smooth experience so far. I love the clean and intuitive UI, which makes it easy to review a high volume of data. Performance-wise, it works without lag and glitches, which is a plus during busy hours. I like that it helps me to classify privacy and non-privacy tickets by adding filters, making my work easy. I also appreciate that we can download tickets in CSV and JSON formats. Setting it up was super easy, too. **What do you dislike about DevRev?** Sometimes it crashes while solving tickets. DevRev sometimes gets stopped, which makes me have to sign in again to go back to the app. **What problems is DevRev solving and how is that benefiting you?** I use DevRev to classify privacy tickets, making my work easier. Its smooth UI and filters help review high volumes of data without lag, and I can download tickets in CSV and JSON formats for easy tracking. ### 8. AI-Powered Efficiency with Room for Improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Rahul K. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2026 **What do you like best about DevRev?** I use DevRev for merchant support and particularly like its easy interface that makes seeing tickets and responding to merchants straightforward by providing an overview of all tickets in one dashboard. I also appreciate the AI assistance, which enhances responses and eliminates agent or typographical errors, making responses more professional. Additionally, the dynamic dashboards are valuable because they allow me to easily track and monitor team performance. **What do you dislike about DevRev?** DevRev works well overall, but there are areas for improvement. The UI can sometimes feel a bit complex and overwhelming, especially for new users. Performance can lag when handling large databases and multiple workflows. Integrations with other tools could be smoother and more flexible. Additionally, better documentation and onboarding resources would make it easier to get started and fully utilize all features. The initial setup was manageable but not entirely straightforward, with a noticeable learning curve and some parts feeling complex, requiring technical expertise. **What problems is DevRev solving and how is that benefiting you?** I use DevRev for merchant support across multiple channels. It solves ticket management by providing an easy interface and unified dashboard. The AI assistance enhances merchant responses, eliminating agent errors, while dynamic dashboards help monitor team performance effectively. ### 9. DevRev: Powerful AI-Driven Customer Engagement Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Mohd Z. | Enterprise (> 1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about DevRev?** I really find DevRev to be incredible, as it has greatly helped me share our excellent customer support with clients. Their AI system is really beneficial, assisting me in adding more features and improving productivity with strong responses. It's one of the best tools I've used for engaging with customers, allowing me to quickly answer customer queries and collaborate seamlessly. The AI also helps me by indicating grammar issues, which is fantastic for non-native English speakers and even assists in translating customer queries into different languages. DevRev provides more options for engaging clearly with customers and delivering the best responses, whether through mail or chat via the TabApp chatbot, making it excellent support. Their application features are deep and extensive, empowering my productivity with customer satisfaction and trust. The setup experience with DevRev was easy and convenient, with support options and a helpful button to learn quick options, making the AI easy to start using. **What do you dislike about DevRev?** I believe there are two more options that can be improved in your budget. That is opening a link options because many times, when I'm just opening the link option, that doesn't work. The lever option that's supposed to be very quick. **What problems is DevRev solving and how is that benefiting you?** DevRev's AI boosts productivity by quickly addressing customer queries and enhancing collaboration through emails. It flags grammar issues for non-native speakers and translates queries, facilitating seamless customer engagement and trust. ### 10. Efficient Ticketing with AI-Powered Support **Rating:** 4.0/5.0 stars **Reviewed by:** Shivam S. | Senior Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about DevRev?** I like using DevRev as a support ticketing logging and tracking tool. The AI Agent - Computer is impressive as it responds to customer queries based on previous tickets, which has increased first response resolutions. The AI Agent helps answer basic and known issues without intervention from a support executive, reducing volume and allowing the team to focus on actual issues. I also appreciate DevRev's enhanced ticketing workflows, which automate tasks like Jira ticket creation and status updates. This automation makes it easy to escalate issues to the Engineering team, and updates are auto-synced between both platforms, keeping them always up to date. Additionally, the initial setup was quite smooth, with the DevRev team assisting with all initial setup and past tickets migration from Zendesk. **What do you dislike about DevRev?** The UI is quite confusing for me sometimes. The home page is always filled with 100 of details. The ticket viewing tab opens on the right side of the screen which is distracting. **What problems is DevRev solving and how is that benefiting you?** DevRev simplifies ticket flow with its AI agent, increasing first response resolutions by using internal data for user queries. It also enhances ticketing workflows by automating tasks like Jira ticket creation and syncing status updates, enabling seamless issue escalation and keeping platforms updated. ### 11. Centralized Customer Management with Insightful Dashboards **Rating:** 4.0/5.0 stars **Reviewed by:** Avinash L. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2026 **What do you like best about DevRev?** I like how DevRev does a pretty good job keeping everything organized in one place, making it easy to track conversations without jumping between tools. The dashboard is quite helpful, giving a clear idea of what's going on with customers, which helps us plan better. I find ticket insights and conversation insights valuable as they show closed tickets, active tickets, and average resolution time, which are essential for managing our work. CSAT score distribution also informs us about how customers have rated us and the distribution of ratings in the surveys sent. **What do you dislike about DevRev?** In the beginning it can be a little bit confusing to navigate, it's not exactly like other tools in the market. So it takes time to get used to it. A smoother onboarding experience would definitely help new users. Initially it was a bit challenging as we had to move the previous tickets, but with the help of the team we were able to manage. **What problems is DevRev solving and how is that benefiting you?** DevRev helps me manage a large number of tickets and chats in one platform, keeping everything organized. The dashboard is handy for tracking conversations, offers insights into tickets and CSAT scores, and helps us plan better. ### 12. Strong Automation Enhances Customer Management **Rating:** 4.5/5.0 stars **Reviewed by:** Shaik J. | Operations Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about DevRev?** I like DevRev's strong automation capabilities without being rigid, which allows us to set up rules to auto-route cases like payment failures or profile issues. The unified customer context is incredibly valuable because one view shows past cases, which cuts down a lot of back and forth and guesswork. I also find the initial setup to be moderately easy, and as an agent, it feels smooth and helps handle tickets quickly. **What do you dislike about DevRev?** One thing I was frustrated about DevRev is at least it logs out 3 to 4 times due to browser-related issues. These include too many tabs or heavy usage, cached data/cookies getting corrupted, unsupported or outdated browsers, and VPN or network restrictions. **What problems is DevRev solving and how is that benefiting you?** I use DevRev to manage customer cases like payment issues efficiently with automation and unified context, reducing back and forth and guesswork. ### 13. Centralized Tickets and AI Insights—Solid, But Needs More Differentiation **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about DevRev?** Centralizing customer support tickets and product feedback in one system so nothing slips through silos. Linking feature requests and bug reports directly to engineering sprints and roadmaps. Using AI‑driven analytics and conversational tools to get faster insights and automate routine tasks across teams. **What do you dislike about DevRev?** Centralizing customer support tickets and product feedback in one system so nothing slips through silos. Linking feature requests and bug reports directly to engineering sprints and roadmaps. Using AI‑driven analytics and conversational tools to get faster insights and automate routine tasks across teams. **What problems is DevRev solving and how is that benefiting you?** Centralizing customer support tickets and product feedback in one system so nothing slips through silos. Linking feature requests and bug reports directly to engineering sprints and roadmaps. Using AI‑driven analytics and conversational tools to get faster insights and automate routine tasks across teams. ### 14. Powerful Workflows, but Limited for Enterprise and Non-Technical Teams **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2026 **What do you like best about DevRev?** DevRev is a modern support-focused platform that offers a high degree of configurability and flexibility, making it particularly appealing to teams that want granular control over their workflows. One of its standout strengths is the sheer number of options available—users can tailor processes extensively to match their specific support operations. The workflow design is especially strong, enabling structured and logical process flows that can improve how support teams manage tickets and customer interactions. **What do you dislike about DevRev?** DevRev feels best suited for support teams rather than broader organizational use. Its capabilities shine in customer support environments, but it doesn’t translate as effectively to enterprise-level needs. Larger organizations may find the platform limiting, as it appears to be designed more for smaller teams or those handling individual customers and SMB accounts. There are also some usability concerns. The platform can feel tedious at times, particularly when navigating its many configuration options. Additionally, the user interface leans heavily toward a developer-centric experience, which may create friction for non-technical users or customer-facing teams expecting a more intuitive design. Another practical drawback is the use of a “.ai” domain, which can sometimes be blocked by strict customer security settings—this can introduce avoidable complications in client interactions. **What problems is DevRev solving and how is that benefiting you?** DevRev is solving ticket sprawl and break-fix management and KB management. ### 15. Intuitive Support and Efficient Issue Management **Rating:** 4.0/5.0 stars **Reviewed by:** Ishan C. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 01, 2026 **What do you like best about DevRev?** I use DevRev for routing product support issues and maintaining a knowledge base for our product. I love how easy it is to manage product support issues and debug since the DevRev bot also helps us solve and categorize the issues. I really appreciate the support from them, it was particularly helpful during the initial setup which took some time, but their team was available to assist us. I also like raising tickets via Slack and the DevRev plug on the product because it's easy to use and intuitive. **What do you dislike about DevRev?** The UI is a little complex. It should be more intuitive and easy to use. **What problems is DevRev solving and how is that benefiting you?** DevRev helps manage product support issues efficiently, with its bot categorizing and solving problems. Raising tickets is easy with Slack and DevRev plug-in. ### 16. After 4 months of usage **Rating:** 5.0/5.0 stars **Reviewed by:** Shafaan K. | HR Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about DevRev?** We find the most of important data related of an issue or ticket on a single screen , with just glance we are able to figure out a lot of details rather than scrolling or checking on different pages. **What do you dislike about DevRev?** In the beginning, it felt a bit data cluttered. But As we got our hands on experience, it doesn't look that data cluttered now in fact, switching to a different tool with less features now , will definitely give me a nightmare **What problems is DevRev solving and how is that benefiting you?** Customer service and support and we use it as a knowldge bank too ### 17. Efficient Case Management, Needs UI Update **Rating:** 4.5/5.0 stars **Reviewed by:** Rohit K. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2026 **What do you like best about DevRev?** I like the specific app in DevRev and the dashboards created. They help with the complete email summary and make it easy to find the status of all the tickets with just a few simple words. I find creating dashboards and preparing RCA valuable for sharing overviews with my team. **What do you dislike about DevRev?** The UI can be improved more, as it looks a bit old type view. Also, the initial setup was hard as it's a completely new platform. **What problems is DevRev solving and how is that benefiting you?** I use DevRev for handling customer escalations, tracking cases, and resolutions. It helps with complete email summaries and quickly finding the status of tickets. The app and dashboards are great for creating dashboards, preparing RCA, and sharing overviews with my team. ### 18. Intuitive, Powerful Platform with Seamless AI Chat, Workflows, and Integrations **Rating:** 4.5/5.0 stars **Reviewed by:** Tetiana L. | Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** February 13, 2026 **What do you like best about DevRev?** What I appreciate most about DevRev is how intuitive and powerful the platform is across different aspects of daily work. The chat feature, enhanced by an AI agent, makes communication and information retrieval incredibly seamless. It helps speed up responses, improves clarity, and reduces the need to switch between multiple tools. I also value the flexibility provided by workflows. They can be adapted for a wide range of purposes, which allows our team to structure processes in a way that truly supports our operational needs. Whether it’s automating routine tasks or streamlining complex sequences, workflows significantly enhance efficiency. Another major advantage is DevRev’s ease of integration with the other platforms our organization uses. Connecting tools without friction makes adoption smoother and ensures our systems work together rather than in isolation. Finally, I want to highlight the DevRev team itself. Their dedication to understanding and addressing every need stands out. It’s clear that they are committed to continuously improving the product and providing excellent support, which makes a big difference in the overall experience. **What do you dislike about DevRev?** While DevRev offers many strong capabilities, there are several areas where we experienced limitations that impacted our launch and daily operations: Lack of Multi‑Domain Support One of the biggest challenges for our team was the absence of multi‑domain support. This significantly extended our implementation timeline and required additional workarounds that otherwise wouldn’t have been necessary. No Built‑In Telephony Since DevRev doesn’t currently provide native telephony, we had to rely on a third‑party solution that wasn’t our preferred choice. Managing communication with an external vendor proved more complex and less seamless compared to working directly with the DevRev team. Platform Not Fully Optimized for Real‑Time, Immediate Support Because our team provides instant, time‑sensitive support, certain missing features initially made daily operations more difficult. These included: No distinction between sound notifications for chat vs. email Limited visibility into status indicators SLAs tracked by calendar hours instead of business hours, which didn’t align with our workflow While many of these issues were eventually addressed, they did slow us down during the early stages. **What problems is DevRev solving and how is that benefiting you?** DevRev has helped address several operational challenges and significantly improved the way our team manages support: Clear and Actionable SLA Tracking DevRev provides a visible SLA indicator on every ticket, which helps the team understand urgency at a glance. This ensures consistent prioritization, reduces the risk of SLA breaches, and makes workload distribution much more efficient. More Detailed and Accurate Reporting The expanded reporting capabilities allow us to analyze performance, forecast workload, and prepare reports with greater accuracy. This gives us better visibility into trends and helps with planning, resource allocation, and continuous improvement. Flexible Ticket Properties for Complex Operations The platform’s wide range of customizable ticket properties makes it possible to segment work across several teams and categories. This is especially valuable when managing multiple support groups simultaneously, ensuring each area gets the attention it needs. Improved Communication Through Chat Visibility End users can see the full history of their conversations directly within the ticket. This reduces repetitive questions, helps users track status easily, and streamlines follow‑ups. As a result, communication becomes clearer and more transparent. High Accuracy of the AI Agent The AI agent’s strong performance helps automate routine tasks and assists with information retrieval, allowing our human agents to focus on more complex tickets. This improves overall speed and quality of service. ### 19. Outstanding Support Amplifies DevRev's Effectiveness **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2026 **What do you like best about DevRev?** What I really like about DevRev is their team, particularly a guy named Varun, who's really helpful and approachable. He understands the problems we face and works on them as if he's part of our own team at Erwin Fashions. They were really helpful and quick when we needed to add new features to the platform. I believe their team is their strength. Also, DevRev offers a useful dashboard for monitoring agent performance, where I can see what tickets are being worked on and track agent performance day by day. **What do you dislike about DevRev?** I wish there was a section where on a day-to-day basis, I could give some feedback. Sometimes I'm not able to note down all the feedback I have for the platform. It would be helpful if there was a section where I could just give feedback. By the end of the week or month, the platform could tell me the major issues I'm facing, and I wouldn't have to approach anyone. Maybe someone could reach out to me about how it can be improved. Maybe there is already a feature on the platform that solves an issue, but I don't know about it. Also, the initial setup wasn't very smooth. We had to explain a lot about our expectations, and the very first cut of the platform could have been better. **What problems is DevRev solving and how is that benefiting you?** I use DevRev to monitor customer service agents' performance. It helps me track who is working on what ticket, their resolutions, and the time taken to solve issues. It's a useful dashboard for daily performance checks. ### 20. Minimal UI and Ease of Use with Room for Performance Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Sagar G. | Associate Product Engineer , Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about DevRev?** I like DevRev for its ease of use, especially because its UI is minimal compared to Jira, which we used before. For me, having limited buttons on the UI and minimal operations makes it easier to use. The initial setup of DevRev was easy as well, and I appreciate the pricing and the minimal design. **What do you dislike about DevRev?** It takes a lot of time when opened in a tab to load, like 5 seconds, which is an issue for me. **What problems is DevRev solving and how is that benefiting you?** I use DevRev to track work and manage issues, helping us know who's working on what. It tracks sprint progress and employee productivity, aiding in performance evaluations. ### 21. Simple UI, but cluttered navigation and limited customer emailing **Rating:** 1.5/5.0 stars **Reviewed by:** Shaun a. | Tech Support, Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about DevRev?** Only upside to working with Devrev is that the user interface is simple to manage. **What do you dislike about DevRev?** You can't email all of our the customers without them having a Devrev profile, The UI feels difficult to navigate with all of the visual clutter. **What problems is DevRev solving and how is that benefiting you?** Devrev is making my job as a tech support agent more difficult, we can't even use this app for all of our business processes ### 22. Efficient Task Management with Minor Navigation Hiccups **Rating:** 3.5/5.0 stars **Reviewed by:** Mohit G. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about DevRev?** I like DevRev for its easy task tracking and assignment capabilities. It's great because you can create tasks quickly, and the assignment history feature is super helpful. It assists in tracking which user played which part and helps in deciding ownership. The transition to DevRev was smooth for our team, which made things easier. We switched from Jira for financial reasons, and I'm glad we made the change. **What do you dislike about DevRev?** Navigation should be fast and sometimes the site crashes. **What problems is DevRev solving and how is that benefiting you?** DevRev makes it easy to track task ownership and user responsibility, helping with assignment history and ownership decisions. ### 23. DevRev has transformed my support workflow **Rating:** 5.0/5.0 stars **Reviewed by:** Noam G. | Customer Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2025 **What do you like best about DevRev?** It centralizes everything I need for customer support API very helpful, I intend on implementing custom solutions in the future **What do you dislike about DevRev?** - 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 **What problems is DevRev solving and how is that benefiting you?** Centralizing and tracking user communication and issue resolution Collaborating with colleagues ### 24. AI Enhances Efficiency, Interface Needs Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Nisachon S. | Senior Quality and Training Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about DevRev?** I find the computer function in DevRev really helpful, even if it's not 100% accurate, because it helps me find information in a short period of time. The AI capabilities make work faster and more effective. **What do you dislike about DevRev?** I think the interface, I believe the Devrev team can still do better version , we are looking forwards to see it! **What problems is DevRev solving and how is that benefiting you?** I use DevRev for client interaction and QA evaluation. The computer function and AI make my work faster and more effective, helping to quickly find information. ### 25. Easy Ticketing, But Needs Faster, More Responsive Performance **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about DevRev?** Creating tickets is very easy. We can filter the tabs as per our convenience, and reports can be downloaded in no time. **What do you dislike about DevRev?** I like the way it works and refreshes automatically while I’m using it, but I wish it ran a bit faster and felt more responsive. **What problems is DevRev solving and how is that benefiting you?** It helps me communicate with customers via email. However, there used to be an option to edit emails after sending, and later it was disabled. Please enable that option again. ### 26. Easy to Use Compared to Jira **Rating:** 5.0/5.0 stars **Reviewed by:** Sandip K. | Senior SRE, Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2026 **What do you like best about DevRev?** easy to use as campare to other tools like jira **What do you dislike about DevRev?** For me, it can be difficult to navigate to certain things, but I usually stick to a specific dashboard, so it isn’t a big issue for me. **What problems is DevRev solving and how is that benefiting you?** Streamlining our product life cycle. ### 27. DevRev the all in one platform **Rating:** 3.5/5.0 stars **Reviewed by:** Tauseef F. | Product Success | DIY, Mid-Market (51-1000 emp.) **Reviewed Date:** September 03, 2025 **What do you like best about DevRev?** What I like best about DevRev is how seamlessly it connects product, engineering, and customer success into one platform. Instead of juggling multiple tools for issue tracking, customer feedback, and product roadmap alignment, everything lives in a single source of truth. The real-time visibility makes it easy to understand what customers are asking for, how it impacts the roadmap, and how quickly engineering is delivering. The interface is clean and intuitive, but what stands out most is the customer-first approach baked into the product — it ensures that every decision ties back to actual user value. It saves me countless hours and helps our teams stay aligned without the usual back-and-forth across Slack, Jira, or spreadsheets. **What do you dislike about DevRev?** What I dislike about DevRev is mostly tied to the fact that it’s still maturing as a product. A few areas where it could improve: Reporting & analytics – dashboards are helpful but sometimes lack the depth or customization we need for executive-level reporting. Integrations – while the major ones (Slack, GitHub, etc.) work well, I’d love to see deeper connections with tools like Salesforce, Jira, and other enterprise apps. Learning curve – because DevRev brings multiple functions (support, product, engineering) into one place, it can take new users a little time to adapt to the workflow. Mobile experience – works fine for basic tasks, but advanced features are better on desktop. Scalability quirks – when handling very large data sets or complex use cases, performance can sometimes feel a step behind more mature platforms. That said, these are growing pains. The product team is super engaged with the community, and many of these gaps are actively being worked on, which gives me confidence. **What problems is DevRev solving and how is that benefiting you?** DevRev is solving the disconnect between product, engineering, and customer-facing teams. Before, we were juggling multiple tools (Jira, Slack, spreadsheets, support platforms) and losing context along the way. With DevRev: - Single source of truth – customer feedback, tickets, product issues, and roadmap priorities are all tied together, so nothing falls through the cracks. - Faster customer response – support and success teams can see exactly what’s happening on the product side, which makes updates to customers much more transparent and timely. - Stronger product decisions – every feature request or bug fix is directly linked to real customer conversations, helping us prioritize based on actual impact. - Reduced tool fatigue – instead of switching between 4–5 apps, we manage most of our workflows within DevRev, saving time and reducing miscommunication. - Better cross-team alignment – product managers, engineers, and success managers finally share the same context, which speeds up releases and reduces back-and-forth. The biggest benefit: it keeps our work customer-centric while improving efficiency. We spend less time chasing information and more time delivering value. ### 28. User-Friendly Interface That Makes Work Easy **Rating:** 4.0/5.0 stars **Reviewed by:** Surbhi S. | Senior Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about DevRev?** The best part is user interface and user friendly **What do you dislike about DevRev?** At times, the speed is very slow, and it takes a while to retrieve information. **What problems is DevRev solving and how is that benefiting you?** Better productivity,Faster decision-making, Reduced manual effort ### 29. User-Friendly and Efficient with Smart AI, But Faces Downtime **Rating:** 5.0/5.0 stars **Reviewed by:** Nishant G. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about DevRev?** I like DevRev for its ease of use and smart AI. It has a very easy user interface that reduces hassle and enhances efficiency. I also find its cost and user ease to be compelling reasons for my team switching from Jira. **What do you dislike about DevRev?** it gets down very frequently **What problems is DevRev solving and how is that benefiting you?** DevRev provides effective ticket tracking and reduces hassle with its very easy user interface and smart AI, enhancing efficiency. ### 30. Efficient Feedback Loop, Needs Customization Tweaks **Rating:** 4.0/5.0 stars **Reviewed by:** Aniket C. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about DevRev?** I use DevRev for tracking issues, which helps us avoid scattered communication and missed updates. I like the support, product, and engineering aspects because they create a seamless feedback loop. **What do you dislike about DevRev?** At times, customization and reporting capabilities feel a bit more limited. **What problems is DevRev solving and how is that benefiting you?** I use DevRev to track issues, helping avoid scattered communication and missed updates. It creates a seamless feedback loop with support, product, and engineering. ### 31. Great Resource-- makes managing tickets, documentation, and workflows so efficient and easy **Rating:** 5.0/5.0 stars **Reviewed by:** Alexandra B. | Applications Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 21, 2025 **What do you like best about DevRev?** Everything is so easy to navigate and lots of opportunity for tracking data, logging information, interacting wtih internal teams, external people, documentation, and its all in one place. Complicated yet easy to use, implement, and train on - especially when you can use knowledge base articles to train. We use it every day. Love the AI tools inside to make work so much faster. I can even create my own tickets and the customer support from DevRev is nice. **What do you dislike about DevRev?** Helpful tools can change without notice- I like and use a tool and then the one day its different.... **What problems is DevRev solving and how is that benefiting you?** Documentation is key to a customer support organization, especially for scaling. We can create knowledge base articles and make them available for our customers to utilize and reducing our own and our customer effort to knowledge. The ability to communicate with other internal teams to my organization as well is key when we need to make requests from them on behlaf of our customers- DevRev allows us to log issues and link them to existing tickets so we can easily manage feature requests, repairs, etc.. and have everything link together. ### 32. Simplified Customer Ticket Management **Rating:** 4.5/5.0 stars **Reviewed by:** Srinivas Azad T. | Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about DevRev?** I like DevRev because it's simple to use. It ensures better customer satisfaction and lets us fix any bugs which customers report. I also appreciate that the transition from Freshdesk to DevRev was seamless using SSO. **What do you dislike about DevRev?** I wish I could just reply on email instead of having to login and reply. **What problems is DevRev solving and how is that benefiting you?** DevRev ensures better customer satisfaction and lets us fix bugs reported by customers. ### 33. Smooth Access and Great Case Management **Rating:** 5.0/5.0 stars **Reviewed by:** Raghu Raja S. | Senior Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2026 **What do you like best about DevRev?** Smooth access and case management is great **What do you dislike about DevRev?** Reporting and dashboard creation is a challenge **What problems is DevRev solving and how is that benefiting you?** easy access to the recent communications and views can be managed on user level for tickets ### 34. Android App and Dark Mode UI Need Serious Fixes **Rating:** 1.5/5.0 stars **Reviewed by:** Atis S. | Product Manager, Computer & Network Security, Small-Business (50 or fewer emp.) **Reviewed Date:** February 07, 2026 **What do you like best about DevRev?** The Computer search through the web browser is useful, compared to the default search. **What do you dislike about DevRev?** The new Android app - Computer - is a big step backwards. Gone are predefined filters and everything else. It is a simple prompt now which is rarely the fastest option to get what you need done. **What problems is DevRev solving and how is that benefiting you?** We use it for customer issue tracking. ### 35. Efficient Email Ticket Management and Easy Access to Parent Tickets **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2026 **What do you like best about DevRev?** For me, it’s easier to manage email tickets and escalations with the relevant team. It’s also easy to access and quickly find the main parent ticket, which makes the process more efficient. **What do you dislike about DevRev?** Message (chat) and mail tickets are not shown in the same view. Chat notifications are slightly slow, so we can’t always handle them in time to meet the SLA. **What problems is DevRev solving and how is that benefiting you?** On the message (chat) screen, it doesn’t bounce all the time anymore. It’s not annoying now, and it helps me stay more focused on my work instead of constantly scrolling. ### 36. Decent CRM Solution but Faces Stability Issues **Rating:** 2.5/5.0 stars **Reviewed by:** Sameer A. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2026 **What do you like best about DevRev?** I appreciate that DevRev provides a one-stop solution for everything I need. I really like the user-interface, which makes my experience smoother and more enjoyable. I also find the search feature valuable. **What do you dislike about DevRev?** It takes time to load the tickets and sometimes logs out by itself. The initial setup isn't easy. **What problems is DevRev solving and how is that benefiting you?** DevRev provides a one-stop solution for everything. ### 37. Powerful Customer Cohorting and Behavior Filters for Deeper Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about DevRev?** Customer cohorting - The ability to put in specific types of filters of customer behaviour which we can then use to view the recordings **What do you dislike about DevRev?** As a beginner, it is difficult to navigate. **What problems is DevRev solving and how is that benefiting you?** It is extremely helpful in identifying edge cases which are causing errors which are nearly impossible to find through data alone ### 38. Seamless Transition and Powerful Customization **Rating:** 5.0/5.0 stars **Reviewed by:** Bryan L. | Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2025 **What do you like best about DevRev?** We recently migrated from Zendesk to DevRev, and the transition was smoother than expected. DevRev has proven to be a modern, feature-rich support platform that feels purpose-built for scaling teams. What impressed us most is the plethora of customization options, along with the extensive snap-ins and integrations that connect effortlessly to our existing tools. It’s clear the platform was designed with both flexibility and extensibility in mind. Overall, DevRev has significantly elevated our support operations, and we’re excited to grow with the platform as it matures. Highly recommended for teams looking to move beyond the limitations of legacy systems! **What do you dislike about DevRev?** One area we hope to see improvement in is report customization. Currently, creating custom dashboards requires involvement from DevRev engineers, which limits agility for data-driven teams. That said, we understand the product is evolving rapidly, and it’s encouraging to see how responsive the team is to feedback. **What problems is DevRev solving and how is that benefiting you?** We’re especially excited about its AI capabilities, including the ability to create faster knowledge base articles using AI. These features will streamline content creation and improve self-service for our customers. ### 39. Great and futuristic product with right blend of AI and Analytics **Rating:** 3.5/5.0 stars **Reviewed by:** Aviral G. | Manager- E-commerce, Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2025 **What do you like best about DevRev?** The best thing I like about Devrev is the product. Product is well advanced with new age features. The best features are AI support to agents and advanced analytics tool. Also features like automatic bifurcation of tickets is of great help. **What do you dislike about DevRev?** The thing I dont like of Devrev is lack of possibility for integration with local tools like WABA service providers, cloud telephony etc. Also there is lack of customisation available such as API integrations with different partners and flexibility of features and plug widget. **What problems is DevRev solving and how is that benefiting you?** Devrev is helping me automate high volume of support tickets. Only a small portion of tickets reach agents who also get support from Devrev AI help. Agents also get advanced AI analytics support which help in finding the right problem and solving it. ### 40. Fast to configure , built to scale **Rating:** 4.5/5.0 stars **Reviewed by:** Raj H. | Director , Global Technical Support APAC, Mid-Market (51-1000 emp.) **Reviewed Date:** July 07, 2025 **What do you like best about DevRev?** Support platform migration used to be a costly and resource-intensive for us. But with DevRev, we were able to complete the transition with just two team members, without disrupting our day-to-day operations. Unlike other vendors, there were no professional services fees, and the CX team provided exceptional support throughout. The platform’s AI capabilities have expanded our vision, unlocking functionalities we hadn’t imagined—driving both staff productivity and customer engagement to new heights. **What do you dislike about DevRev?** certain self-serve configurations,like customizing States and Stages is limited, and more flexibility in tailoring the customer portal would be valuable. **What problems is DevRev solving and how is that benefiting you?** Increased agility through automation: DevRev's automation capabilities streamline repetitive tasks and ticket flows, enabling faster responses and reducing manual overhead for the support team. Proactive leadership insights: With real-time visibility and integrated insights, support leaders can identify emerging issues early and take proactive steps to ensure customers feel supported and heard before problems escalate. Empowering customer self-service: The platform gives customers improved tools to resolve common issues on their own, reducing dependency on agents and improving satisfaction. Focus on what matters: By filtering out noise and handling routine interactions automatically, DevRev allows support agents to focus their time and energy on complex or high-impact customer issues that require deeper attention. ### 41. Makes Tracking and Prioritizing Work So Much Easier **Rating:** 4.5/5.0 stars **Reviewed by:** Satyam M. | Senior Software Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 01, 2025 **What do you like best about DevRev?** I use DevRev every day and it’s been super helpful. I love that tickets, feedback, and customer info are all in one place, and the AI suggestions actually save time. The interface takes a bit to get used to, and finding some info isn’t always instant, but once you get the hang of it, it really makes life easier. **What do you dislike about DevRev?** The interface can be a bit confusing at first, and sometimes finding specific information takes longer than expected. It’s powerful, but there’s a learning curve. **What problems is DevRev solving and how is that benefiting you?** DevRev connects development work with customer feedback in one place. It saves me from juggling multiple tools, helps prioritize features, and makes it easier to track progress. Overall, it saves time and helps me make better product decisions ### 42. Great support platform for modern teams **Rating:** 5.0/5.0 stars **Reviewed by:** Alex S. | Support technical lead, Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2025 **What do you like best about DevRev?** 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. **What do you dislike about DevRev?** It would be helpful if we had more options for choosing how to measure customer health and impact. **What problems is DevRev 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. ### 43. User-Friendly CRM That’s Very Useful **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about DevRev?** The interface is user-friendly, and I find it very useful as a CRM tool. **What do you dislike about DevRev?** Sometimes it lags a lot. The latency issue is frequent. **What problems is DevRev solving and how is that benefiting you?** It helps me communicate with customers and keep track of issues and ongoing conversations. ### 44. DevRev Keeps All Request Details in One Place **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about DevRev?** What I find most helpful is that when some information is missing from a request, I can go into DevRev and check all the details in one place. **What do you dislike about DevRev?** Nothing to add so far, since it meets my expectations. **What problems is DevRev solving and how is that benefiting you?** As an onboarding specialist, I don’t have direct conversations with the client. So if any information is missing, I simply review the conversation in DevRev to confirm the details and ensure everything is accurate. ### 45. Flexible Workflows and Crons with a Responsive Support Team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about DevRev?** Flexibility, workflows (especially code blocks and crons - we can replace AWS Lambda!) Support team **What do you dislike about DevRev?** Sometimes the product feels a bit "raw," but every issue I’ve reported has been fixed quickly. **What problems is DevRev solving and how is that benefiting you?** Automation, AI implementation, Support enhancement ### 46. Dark Mode Appreciated, Major Improvements Needed **Rating:** 2.0/5.0 stars **Reviewed by:** Stephanie S. | Senior SaaS Technical Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 08, 2025 **What do you like best about DevRev?** I really love the dark mode because it doesn't hurt my eyes, especially since I have migraines. It's also easier to find attachments compared to the Service Cloud, making the tech support ticketing process more efficient. I am the only person on my team who prefers DevRev to Service Cloud. I strongly prefer Zendesk over everything else; it is just too expensive. **What do you dislike about DevRev?** {"The product is not intuitive and lacks an easy setup process. The team in Australia had to handle most of it, indicating a complex onboarding experience.","There are many unspecified problems with the product, suggesting a lack of overall satisfaction with its functionality.","Compared to Zendesk, DevRev is considered much worse, which indicates dissatisfaction with its performance or features.","The pseudo issue tracking system, instead of a direct link to Jira within DevRev is not preferred, requiring me to switch to Jira every time, which highlights poor integration or functionality in this area.","Menu items on the right while looking at a ticket cannot be reordered, which affects usability and workflow efficiency.","The incorrect handling of time zones and regions is critical, especially for enterprise clients, leading to financial costs for the company."} It is impossible to create a complete Jira ticket for our engineers within DevRev, so we have to create a ticket in Jira and then wait 5 minutes until we can link it to the DevRev ticket. **What problems is DevRev solving and how is that benefiting you?** I find DevRev's dark mode beneficial for my migraines, and it's preferable for finding attachments over Service Cloud. ### 47. Streamlined Customer Communication and Centralized Data Management **Rating:** 4.0/5.0 stars **Reviewed by:** Harsh S. | Senior Associate, Business Development, Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about DevRev?** 1. Fast Customer Communication: With computer its very easy and a very streamlined way of giving customers faster resolution with automation. 2. Unified space: combines and tracks data of all possible email and tickets and maintains a central database with which its very easy to track and manage data. 3. Powerful search engine: very easy to search across other business apps **What do you dislike about DevRev?** Ai automations could be optimized for better results **What problems is DevRev solving and how is that benefiting you?** -Building automations to optimize and speed up the workflow -Faster customer resolutions which is increasing customer satisfaction -Better communication across team members and stakeholders ### 48. A Robust Early-Stage Ticketing Solution with Big Potential **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 03, 2025 **What do you like best about DevRev?** DevRev is one of the best early-stage ticketing platforms out there. The product is robust, easy to use, and clearly built with a forward-looking vision. What’s really exciting is how they’re shaping the future of customer engagement—beyond just ticketing. As the platform matures, it has the potential to seamlessly combine CRM, ticketing, and analytics into a single inbuilt solution. The team is doing amazing work, and I’m excited to see how DevRev evolves! **What do you dislike about DevRev?** Since DevRev is still in its early development phase, some features are not yet fully mature or available. At times, this means you might not get the complete CRM + ticketing + analytics experience right away. That said, I have full trust in the team’s vision and execution—the pace of progress has been impressive, and I’m confident the gaps will close quickly as the platform evolves. **What problems is DevRev solving and how is that benefiting you?** One of the most exciting directions DevRev is heading in is around customer health assessment. With AI-powered dashboards, the platform can surface real-time insights into customer engagement, ticket trends, and satisfaction levels. This not only helps teams proactively identify risks but also enables data-driven decision-making for upselling, retention, and support efficiency. As this capability matures, it will feel like having a built-in customer health analyst working alongside your team. ### 49. DevRev’s AI Helped Us Scale Support Without Sacrificing Quality **Rating:** 4.5/5.0 stars **Reviewed by:** Rodrigo B. | Head of Operation, Mid-Market (51-1000 emp.) **Reviewed Date:** September 01, 2025 **What do you like best about DevRev?** The implementation was simple and completed within the expected timeline, which made the onboarding experience smooth and efficient. One of the most valuable aspects has been the AI capabilities — they allowed us to take our Customer Support team to a whole new level, increasing efficiency without sacrificing service quality. Additionally, the ability to leverage Snap-ins and automated workflows helped us eliminate repetitive manual tasks and streamline several key processes. These features gave us a strong foundation for scalable support operations with tight integration to product and engineering. **What do you dislike about DevRev?** The documentation and onboarding guides could be more user-friendly, especially for those just starting out. Compared to other providers, some of the help resources felt a bit too technical or lacking in step-by-step examples or walkthroughs. That said, this seems like a relatively easy area to improve with a few guided use cases or tutorials. Fortunately, the DevRev team is always responsive and supportive, which made a big difference during the learning curve. **What problems is DevRev solving and how is that benefiting you?** The AI functionality and Snap-in automation have enabled us to scale support operations efficiently, reducing manual work and improving our response times, all while maintaining a high level of service quality. On top of that, the smooth implementation process and the flexibility of workflows allowed us to integrate DevRev into our existing processes without friction. Overall, it’s given us a stronger operational foundation and faster feedback loops between users and the product team. ### 50. Helpful Search Feature, but Lagging Performance Needs Improvement **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2026 **What do you like best about DevRev?** On DevRev, there is a computer feature for searching information directly **What do you dislike about DevRev?** Sometimes, it’s quite laggy. We also cannot open more than one tab because one of them might freeze and become unresponsive. **What problems is DevRev solving and how is that benefiting you?** DevRev helps centralize customer support information and ticket management in one platform. This benefits me by reducing manual work, improving response time, and helping me handle client issues more smoothly. - [View DevRev pricing details and edition comparison](https://www.g2.com/products/devrev-devrev/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-16+08%3A45%3A29+-0500&secure%5Bsession_id%5D=6713dc09-25a1-4a89-8f24-9024ed07e1a9&secure%5Btoken%5D=336ca4e2a1b53ecd2416abf0ca1ac44c971e5cdf8369369d12569377212524be&format=llm_user) ## DevRev Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Avaya Unified Communications](https://www.g2.com/products/avaya-unified-communications/reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Mixpanel](https://www.g2.com/products/mixpanel/reviews) - [Net@Suite](https://www.g2.com/products/net-suite/reviews) - [Notion](https://www.g2.com/products/notion/reviews) - [Omuni](https://www.g2.com/products/omuni/reviews) - [Shopify Plus](https://www.g2.com/products/shopify-plus/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) ## DevRev Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Reports & Analytics **Administration** - Database Management - Data Workflows - Issue Management **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Google Workspace Communication Tools** - Cross-system Integration **Communication** - Wiki Documentation - Community Forum - Customer Ideation **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Service Desk** - Help Desk - Incident Reports - Process Workflow **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring **Analytics** - Trends - Performance Tracking - Email Tracking **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Generative AI** - AI Text Generation - AI Text Summarization **Planning** - Work Capacity - Task Ranking - Kanban Board - Custom Workflows - Release Forecasting **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Management** - Reporting - Administration Console - Access Management - Policy Dictation **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Workflow Management** - Time Tracking - Progress Monitoring - Budgeting - Team Scorecard **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Generative AI** - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top DevRev Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,496 reviews) - 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