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.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Helpful tools can change without notice- I like and use a tool and then the one day its different.... Review collected by and hosted on G2.com.

The Computer search through the web browser is useful, compared to the default search. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

certain self-serve configurations,like customizing States and Stages is limited, and more flexibility in tailoring the customer portal would be valuable. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.