What I liked most is how it connects customer issues directly with the development team, which makes communication and tracking much easier and removes the “middleman” struggle. The tracking features, especially the option to use multiple type filters, are one of the best parts for deep tracking and keeping tasks updated. The UI/UX experience is clean, modern, and easy to navigate. Most features are well organized, making it simple for teams to manage tasks, support tickets, and workflows without feeling overwhelmed. platform also performs smoothly even when handling multiple workflows and large amounts of data, which helps teams work faster without frequent delays or slow loading issues. The integrations with tools like Slack and Jira are smooth and helpful for daily workflows. The AI features are also impressive: it can automatically organize information, help teams find answers quickly, and cut down a lot of manual work. Overall, Devrev helped us a lot. There’s a small learning curve at first, but once it’s set up properly, it becomes a very efficient platform to work with. Review collected by and hosted on G2.com.

One area that could be improved is the immediate updating and syncing of tickets, as there can occasionally be slight delays in reflecting recent changes across workflows. The platform also has a learning curve for new users because of the wide range of features and customization options available. More beginner-friendly onboarding and simplified navigation in certain sections would make the overall experience even better. Review collected by and hosted on G2.com.

I like that DevRev keeps customer support operations organized in one place. Its ticket management and tracking features are particularly useful, allowing me to easily monitor customer concerns. I find these features valuable because they help organize and prioritize customer issues efficiently. I can review ticket details, track the status of each case, follow up on pending issues, and ensure customers are not missed. DevRev provides better ticket tracking, centralized customer information, and easier team coordination. The initial setup was straightforward with a short learning period for the team, making it a useful platform for managing customer support tickets and coordinating with my team. Review collected by and hosted on G2.com.

I find that DevRev is generally useful, but I struggle with the search and navigation, which I believe could be improved to make it faster to find specific tickets and customer information. The search could be improved by providing more accurate results, better filters, and faster navigation. Review collected by and hosted on G2.com.

What stands out the most is DevRev's modern approach to customer support, seamless collaboration capabilities, and its ability to bring customer conversations, tickets, and service workflows into a single platform. Review collected by and hosted on G2.com.

Did not came across such downsides but We look forward to exploring more of its AI-driven capabilities as the platform continues to evolve. Review collected by and hosted on G2.com.

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

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

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

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

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

DevRev has very good default features like

- sentiment analysis.

- automated closures

- automated reports can be scheduled

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

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

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

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

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

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

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

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

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

The UX has been improving, and that’s what matters most: growth and continuous improvement. I’ve also started using it from Slack, and this integration has made it much easier for us to file bugs and not lose track of them. I haven’t really faced any performance issues, which is great. I don’t have any idea about pricing, though, since I’m just an employee. Onboarding new users has been very smooth. Intelligent features—like carrying forward the context from previously opened issues when creating another issue—are impressive and have made DevRev more convenient to use. Review collected by and hosted on G2.com.

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

I use DevRev in the customer support section and it's a game changer for linking support tickets directly to products and ensuring real-time responses to customers. I really appreciate the quick response generation and the variety of editing tools, like changing the language to professional. DevRev is super user-friendly, and my team actually likes using it. I can also create multiple sections for different types of tickets as per my need. The real-time response and AI tools mean I don't waste time digging through old tickets. It's valuable to connect customer feedback to development tasks instantly, making everything faster and way less confusing for everyone involved. DevRev is fast, the response is quick, and it has multiple editing tools. Review collected by and hosted on G2.com.

The mobile app feels a bit clunky compared to the desktop version and sometimes hangs. Optimizing the cache would help to read tickets quickly or leave a quick response. Review collected by and hosted on G2.com.

What I value most about DevRev is how deeply AI is embedded into the platform and integrated directly into the workflows I rely on every day. For instance, rather than manually searching through SOP documents or internal knowledge bases, I can use the built-in AI assistant inside tickets or conversations to quickly pull up process guidance or troubleshooting steps. This has significantly reduced the time I spend switching between tools or digging through documentation.

One feature I use often is the AI-powered contextual suggestions within support tickets. When I’m handling client queries, the system automatically surfaces relevant past cases, knowledge articles, or recommended responses based on the issue at hand. This not only speeds up my resolution time, but also helps ensure consistency in how I handle similar cases, which is critical in a client-facing role.

Another improvement to my workflow is how DevRev consolidates customer conversations, ticket tracking, and internal notes into a single interface. Instead of juggling multiple platforms, I can manage everything in one place, and the AI can summarize long conversation threads or help generate quick responses. As a result, it’s much easier to stay on top of multiple tickets without feeling overwhelmed.

An unexpected benefit I’ve noticed is that the AI acts almost like a real-time learning assistant. When I’m unsure about a less common process or an edge case, I can ask directly within the system and get immediate, relevant guidance. Over time, this has helped me build confidence and reduce my dependency on teammates for routine clarifications, allowing me to work more independently.

Overall, DevRev has improved my productivity by automating repetitive tasks, reducing context switching, and providing intelligent, in-the-moment support. These capabilities have not only saved me time, but also helped me maintain a higher standard of accuracy and responsiveness in my day-to-day work. Review collected by and hosted on G2.com.

One thing I find challenging about DevRev is that it can feel a bit complex to navigate at times. For instance, when I want to view a client’s previous conversations, I often have to click through multiple steps or sections to find the right thread, which can be time-consuming.

If conversation history were easier to access and the overall navigation were simplified, the platform would feel more user-friendly and efficient for everyday, day-to-day tasks. Review collected by and hosted on G2.com.