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4.7 out of 5
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DevRev
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DevRev Features
What are the features of DevRev?
Platform
- Mobile User Support
- Customization
- User, Role, and Access Management
- Integration
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Attachments/Screencasts
- Ticket Collaboration
Communication Channels
- Customer Portal
- Email to Case
- Live Chat Support
Internal Use
- Customization
DevRev Categories on G2
Filter for Features
Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. 19 reviewers of DevRev have provided feedback on this feature. | 70% (Based on 19 reviews) | |
Customization | As reported in 21 DevRev reviews. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 21 reviews) | |
User, Role, and Access Management | Based on 19 DevRev reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 89% (Based on 19 reviews) | |
Integration | Integrates with other customer service software to improve support and enhance functionality This feature was mentioned in 19 DevRev reviews. | 85% (Based on 19 reviews) | |
Reporting | Provides analytics tools that reveal important business metrics and track progress This feature was mentioned in 18 DevRev reviews. | 73% (Based on 18 reviews) | |
Dashboards | As reported in 18 DevRev reviews. Displays important metrics relating to performance | 73% (Based on 18 reviews) |
Ticket and Case Management
Ticket Creation User Experience | As reported in 17 DevRev reviews. User Experience of creating and submitting a ticket | 87% (Based on 17 reviews) | |
Ticket Response User Experience | User Experience of responding and receiving a response 17 reviewers of DevRev have provided feedback on this feature. | 87% (Based on 17 reviews) | |
Workflow | As reported in 17 DevRev reviews. Route tickets based on values of fields, changes to ticket status and time based conditions | 85% (Based on 17 reviews) | |
Automated Response | As reported in 16 DevRev reviews. Respond to common requests with standard reply | 88% (Based on 16 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) This feature was mentioned in 16 DevRev reviews. | 86% (Based on 16 reviews) |
Attachments/Screencasts | As reported in 17 DevRev reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 85% (Based on 17 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives 17 reviewers of DevRev have provided feedback on this feature. | 89% (Based on 17 reviews) | |
Customer/Contact Database | Based on 16 DevRev reviews. Central repository for account and contact information | 88% (Based on 16 reviews) |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents 17 reviewers of DevRev have provided feedback on this feature. | 88% (Based on 17 reviews) | |
Email to Case | Based on 17 DevRev reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 86% (Based on 17 reviews) | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live 17 reviewers of DevRev have provided feedback on this feature. | 87% (Based on 17 reviews) | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks This feature was mentioned in 15 DevRev reviews. | 64% (Based on 15 reviews) | |
Voice | As reported in 15 DevRev reviews. Make and receive calls directly in the application. Track and record calls for analysis. | 56% (Based on 15 reviews) |
Communication
Wiki Documentation | Based on 10 DevRev reviews. Provides a wiki to keep useful product documentation. | 87% (Based on 10 reviews) | |
Community Forum | Provides a place for product users to interact and ask questions. | Not enough data | |
Customer Ideation | Provides a medium for users to make suggestions for the product. | Not enough data | |
Pop-up Chat | Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | Not enough data | |
Notifications | Delivers notifications to both sides of the conversation. | Not enough data | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. | Not enough data | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. | Not enough data | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. | Not enough data |
Planning
Work Capacity | Measures the amount of work an employee can handle in a sprint. | Not enough data | |
Task Ranking | Ranks the priority of a task. | Not enough data | |
Kanban Board | provides a Kanban board to visualize tasks. | Not enough data | |
Custom Workflows | Enables the creation of custom workflows to facilitate various processes. | Not enough data | |
Release Forecasting | Predicts a products release based on the workflow. | Not enough data |
Workflow Management
Time Tracking | Tracks the amount of time spent on a task. | Not enough data | |
Progress Monitoring | Measures the progress of tasks within a product workflow. | Not enough data | |
Budgeting | Measures the cost of tasks and enables the allocation of budget to different projects. | Not enough data | |
Team Scorecard | Provides data on employee performance for gamification. | Not enough data |
Self-Service Experience
Knowledge Base | As reported in 16 DevRev reviews. Provides a repository of information that can be used by those seeking support. | 90% (Based on 16 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. This feature was mentioned in 16 DevRev reviews. | 88% (Based on 16 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices This feature was mentioned in 14 DevRev reviews. | 71% (Based on 14 reviews) | |
Personalization | As reported in 16 DevRev reviews. Gives the user targeted, personalized results based on their activity or preferences | 86% (Based on 16 reviews) |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. 16 reviewers of DevRev have provided feedback on this feature. | 89% (Based on 16 reviews) | |
Automation | Automates some or all operation related tasks This feature was mentioned in 16 DevRev reviews. | 88% (Based on 16 reviews) | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences This feature was mentioned in 15 DevRev reviews. | 89% (Based on 15 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools This feature was mentioned in 16 DevRev reviews. | 92% (Based on 16 reviews) |
Internal Use
Customization | As reported in 21 DevRev reviews. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 21 reviews) | |
Conversation Archiving | Archives conversations in a separate location for later reference. | Not enough data | |
Lead Development | Enables employees to denote potential customers. | Not enough data | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. | Not enough data | |
Team Inbox | Provides a central location for help requests, helping employees respond sooner. | Not enough data | |
Customer Profiles | Allows for the creation of profiles for contacts and customers. | Not enough data |
Administration
Change Management | Tools to track and implement required IT changes in a system. | Not enough data | |
Reports & Analytics | A means to view and analyze a large amount of data in order to gain business insights. | Not enough data | |
Database Management | Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. | Not enough data | |
Data Workflows | Operationalizes data delivery workflows to easily scale repeatable preparation needs | Not enough data | |
Issue Management | Based on 10 DevRev reviews. Provide workflows to create and escalate issues related to risks and requests | 97% (Based on 10 reviews) | |
Integrations | As reported in 10 DevRev reviews. Integrates with live chat, chatbots, help desk, or other customer service software | 93% (Based on 10 reviews) | |
User, Role, and Access Management | As reported in 10 DevRev reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 95% (Based on 10 reviews) | |
Performance and Reliability | Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took This feature was mentioned in 10 DevRev reviews. | 95% (Based on 10 reviews) |
Service Desk
Help Desk | A place for users to submit tickets when they require IT help. | Not enough data | |
Incident Reports | Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. | Not enough data | |
Process Workflow | The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | Not enough data |
Compliance
Policies and Controls | Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. | Not enough data | |
Data Governance | Ensures user access management, data lineage, and data encryption | Not enough data | |
Compliance | Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. | Not enough data | |
Auditing | Perform ad-hoc or ongoing IT audits at different levels of the company. | Not enough data |
Data Security
Risk Data Attributes | Identify risk data attributes such as description, category, owner, or hierarchy. | Not enough data | |
Data Transport | Protects data with some form of encryption as it leaves your secure or local network. | Not enough data | |
Access Management | Allows administrators to set user access privileges to permit approved parties to access sensitive data. | Not enough data | |
Multi-Factor Authentication | Requires a second level of authentication, such as sms messaging or customized tokens, to access data. | Not enough data |
Usability
All-Employee Access | As reported in 10 DevRev reviews. Permits use by job roles outside of service department | 93% (Based on 10 reviews) | |
Supporting Documents | Based on 10 DevRev reviews. Allows linking of useful information such as screen shots | 90% (Based on 10 reviews) | |
Two-Way Communication | Provides direct contact between CSRs and customers outside of milestones | Not enough data |
Reporting
Priority Case Alerts | Informs stakeholders of activity on escalated or high-value cases | Not enough data | |
Trend Analysis | Evaluates frequency of types of complaints | Not enough data | |
Performance Monitoring | Includes a dashboard or other means of performance monitoring | Not enough data |
Productivity Tools
Notes | Allows users to leave notes or comments on emails or relevant cases. | Not enough data | |
Internal Discussion | Provides a dedicated space or a thread feature that allows for long-form discussion. | Not enough data | |
Assignments and Tasks | Offer in-application assignment and task tracking functionality. | Not enough data | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. | Not enough data | |
Templates | Allows users to create canned answers or templates for email responses. | Not enough data | |
Integrations | Integrates without outside software to provide additional functionality or pull information. | Not enough data | |
Tagging System | Provides a tagging system to allow users to sort emails by relevant subject. | Not enough data |
Analytics
Trends | Analyzes trends in email content and resolution. | Not enough data | |
Performance Tracking | Tracks performance and productivity of users inside the application. | Not enough data | |
Email Tracking | Tracks email analytics like emails opened, how long the email was opened for, etc. | Not enough data |
Functionality
Ticketing System | Provides a service desk for users to submit tickets for IT-related issues. | Not enough data | |
Performance Logging | Tracks action-by-action asset performance with machine- or human-readable logs. | Not enough data | |
Alerting | Creates alerts when tracked assets encounter errors or performance issues. | Not enough data | |
Automation | Automates repetitive tasks associated with IT service operations and maintenance. | Not enough data |
Management
Reporting | Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. | Not enough data | |
Administration Console | Provides administrative tools for routine maintenance, upkeep, and tracking. | Not enough data | |
Access Management | Gives administrators control over user privileges and accessibility for IT assets. | Not enough data | |
Policy Dictation | Controls policies and configurations across business applications and hardware. | Not enough data |
Knowledge Management
Knowledge Base | Enables the creation of an internal repository of knowledge articles 10 reviewers of DevRev have provided feedback on this feature. | 90% (Based on 10 reviews) | |
Publishing Workflows | Provides workflows for writing, editing, approving, and publishing knowledge article content | Not enough data | |
Analytics | Helps users understand which knowledge articles are working and identifies areas of improvement | Not enough data |
Customer Support
Intelligent Search | Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query | Not enough data | |
Suggestions | Analyzes customer support tickets or conversations to suggest relevant knowledge articles | Not enough data | |
Decision Trees | Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues | Not enough data |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. 15 reviewers of DevRev have provided feedback on this feature. | 88% (Based on 15 reviews) | |
AI Text Summarization | As reported in 15 DevRev reviews. Condenses long documents or text into a brief summary. | 88% (Based on 15 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Summarization | Based on 16 DevRev reviews. Condenses long documents or text into a brief summary. | 89% (Based on 16 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. 14 reviewers of DevRev have provided feedback on this feature. | 89% (Based on 14 reviews) | |
AI Text Summarization | Based on 14 DevRev reviews. Condenses long documents or text into a brief summary. | 92% (Based on 14 reviews) |
Agentic AI - Google Workspace Communication Tools
Cross-system Integration | Works across multiple software systems or databases | Not enough data |
Agentic AI - Customer Self-Service
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Agentic AI - Help Desk
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
Agentic AI - IT Service Management (ITSM) Tools
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Agentic AI - Shared Inbox
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
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