DevRev Pros and Cons

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. Review collected by and hosted on G2.com.

It would be helpful if we had more options for choosing how to measure customer health and impact. Review collected by and hosted on G2.com.

Since working with Devrev, we have found them HIGHLY responsive which is fantastic!

We love having a person to work with directly and find this customer approach a huge advancement from our old service. We want to be treated like we treat our customers. Direct, timely and with answers and not with prevarications

As an agent, it's easy to use and the views are highly customizable for rapid reviews and typical responses can be a minimum of keystrokes. Set up is a little quirky as we had to learn the DevRev "way" however it wasn't too painful all things considered.

The strength for us is in the reporting and the ability to pull the reports and get consistent, reliable data for our customer reports. Review collected by and hosted on G2.com.

They still have some rough edges to smooth out although I think they have the basics down pretty well.

* searchable knowledge base for customers to encourage self-service

* ability to redact sensitive information if placed incorrectly by either customer or agent

* ability to export ticket comments for reporting purposes Review collected by and hosted on G2.com.

DevRev provides an efficient way to summarize problems using built-in options, helping users understand the problem statement and action points as a single, cohesive storyline that includes team interactions. This feature is helping us to reduce my time without seeing the all the mail threads. Review collected by and hosted on G2.com.

As a SaaS product, occasional glitches in the tool can disrupt the workflow. However, the team is quick to identify and resolve these issues, ensuring minimal impact on operations and maintaining overall efficiency. The support form the Devrev team is awesome we will get the quick response for every query. Review collected by and hosted on G2.com.

We've been using DevRev as our primary IT ticketing and support platform, and it has significantly improved how we handle internal requests and incident resolution. What sets DevRev apart from traditional ITSM tools is its product-centric approach, allowing us to link issues directly to engineering, product features, and customer impact when needed.

What I like most:

Clean, modern UI that's easy for end-users and admins

Tight integration with Slack, making it simple for employees to raise and track tickets without leaving their workflow

Robust workflow automation and categorization that help us triage and route tickets faster

Built-in knowledge base and AI-assisted suggestions for self-resolution

The ability to collaborate across IT and product teams, especially when the root cause involves software or system updates Review collected by and hosted on G2.com.

Reporting and analytics are improving but could benefit from more customizable dashboards

Slight learning curve for admins when setting up advanced automations

Some legacy integrations still maturing Review collected by and hosted on G2.com.

The use of AI into everything that has made CX or startup life easier. The main idea to make it a sole product for an entire org is what stands out. Review collected by and hosted on G2.com.

Lack of basic features and regular downtime on msg visibility and lack of focus on highlighting unresponded queries makes it a bit irritating.

Also, its not a simple tool for layman agents, the user has to be somewhat tech savvy. Review collected by and hosted on G2.com.

They have great attention to detail, we did not encounter any bugs on the usage of existing features yet (it has been a few weeks).

The product emphasizes complete integration from the customer needs down to the granular developer task. Use of AI in key places makes for a great experience overall.

Furthermore, even though we had issues migrating our data, the amazing customer support team and our CSM at DevRev made sure we got all the cards needed to proceed with the adoption of the platform. They iterated over and over with us to ensure our needs were fulfilled. Review collected by and hosted on G2.com.

The initial approach of the product is quite hard because of how DevRev sees a product and how it's divided into parts.

Some weird UX choices here and there but they are quickly iterating and listening to feedback actively.

Data import from external platforms can be a bit of a hit or miss, but then again, they actively supported us during this phase.

Documentation for developers seems really good at first glance, until you discover that it's not exactly up to date, it lacks examples and explanation. Review collected by and hosted on G2.com.

Easy to interact with the system, and has a nice layout. Customer support is good. Review collected by and hosted on G2.com.

It could be faster; it takes a while to load the information.

Also, I don't know if this would be a customization, but it could be a little cleaner; it has a lot of fields and information that are not necessary. I don't know if this is the only option for the package. Review collected by and hosted on G2.com.

Working with DevRev has been a game-changer for our team. The sleek interface and the ability to find all previous conversations and tickets in one place make our workflows smoother than ever. Leadership's ability to jump into a ticket and collaborate with customers in real-time is a standout feature—it’s leaps and bounds ahead of what we experienced with Zendesk, where transferring tickets often caused interruptions.

Special shoutout to the incredible support team, especially “Saint Benny of the tech stack,” who consistently goes above and beyond. Weekly check-ins and availability have made a huge difference for us, and the help with dashboards has been invaluable. This kind of partnership and attention to detail sets DevRev apart.

If you’re looking for a tool that truly enhances your team’s efficiency while providing unparalleled support, I highly recommend DevRev. Review collected by and hosted on G2.com.

The only thing I would like to see differently, is an online chat rotation feature over load balancing, but even then we've figured out a way to balance this thanks to our CSM. Review collected by and hosted on G2.com.

Amazing team from DevRev who take every feedback seriously and work on it was well, they have feature and automations which have made like quite easy for us. Review collected by and hosted on G2.com.

Sometimes the proposed feedbacks are actioned sloe Review collected by and hosted on G2.com.

DevRev connects engineering, product, and support teams through a shared system of record, reducing silos.

With integrated AI and automation, it streamlines workflows and improves visibility across the product lifecycle. Review collected by and hosted on G2.com.

One minor dislike is that DevRev’s interface can feel overwhelming at first due to its wide range of integrated features, requiring a bit of a learning curve for new users. Review collected by and hosted on G2.com.