As a PM, DevRev has removed the constant back and forth between support and engineering. Customer issues link directly to dev tickets, so I'm no longer the middleman translating context between teams. The unified view of customer and engineering updates in one screen is a genuine time saver. The AI summary is the standout feature it surfaces recurring bugs automatically, making prioritization calls much sharper. Performance stays snappy even during high-volume periods. It has made the support to engineering handoff significantly cleaner. Review collected by and hosted on G2.com.

Nothing major to report in terms of dislikes, just some minor quality of life tweaks. The filtering UX on the main issues list could be a bit more streamlined, and the session timeout is a little aggressive, having a longer window before getting logged out would be helpful. Review collected by and hosted on G2.com.

DevRev clearly stands out when combining Customer Support and AI powered assistance. The ability to link customer issues directly to engineering tickets removes the usual back-and-forth between support and dev teams. The AI summarization helps quickly understand repeated issues without manually going through every ticket. It's made our support workflow much faster and more connected to the actual product team.

The UI is very clean for anyone to use, and the support during integration is really good. Review collected by and hosted on G2.com.

To be honest, there is nothing like disliking but a few things can be improved a bit like the page where all the issues are mentioned has a not so clean / easy to use filters section or session timeout can be improved a bit 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.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Sometimes it crashes while solving tickets. DevRev sometimes gets stopped, which makes me have to sign in again to go back to the app. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.