DevRev Product-Led Support
DevRevReviews from AWS customer
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Seamless Transition and Powerful Customization
What do you like best about the product?
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!
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!
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
We’re especially excited about its AI capabilities, including the ability to create faster knowledge base articles using AI. These features will streamline content creation and improve self-service for our customers.
A very good tool
What do you like best about the product?
It allows users to create in-depth filters and perform and advanced search whenever they need to look for specific information. Several tabs can also be used at the same time, which helps comparisons between useful tasks or pieces of information
What do you dislike about the product?
It is sometimes slow and presents bugs when creating new issues/tickets. It has also been presenting issues when performing bulk updates.
What problems is the product solving and how is that benefiting you?
It helps us communicate with our customers and meet their requirements in an efficient way.
Fast to configure , built to scale
What do you like best about the product?
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.
What do you dislike about the product?
certain self-serve configurations,like customizing States and Stages is limited, and more flexibility in tailoring the customer portal would be valuable.
What problems is the product solving and how is that benefiting you?
Increased agility through automation: DevRev's automation capabilities streamline repetitive tasks and ticket flows, enabling faster responses and reducing manual overhead for the support team.
Proactive leadership insights: With real-time visibility and integrated insights, support leaders can identify emerging issues early and take proactive steps to ensure customers feel supported and heard before problems escalate.
Empowering customer self-service: The platform gives customers improved tools to resolve common issues on their own, reducing dependency on agents and improving satisfaction.
Focus on what matters: By filtering out noise and handling routine interactions automatically, DevRev allows support agents to focus their time and energy on complex or high-impact customer issues that require deeper attention.
Proactive leadership insights: With real-time visibility and integrated insights, support leaders can identify emerging issues early and take proactive steps to ensure customers feel supported and heard before problems escalate.
Empowering customer self-service: The platform gives customers improved tools to resolve common issues on their own, reducing dependency on agents and improving satisfaction.
Focus on what matters: By filtering out noise and handling routine interactions automatically, DevRev allows support agents to focus their time and energy on complex or high-impact customer issues that require deeper attention.
Simple and powerful tool for all teams
What do you like best about the product?
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
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
What do you dislike about the product?
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
Slight learning curve for admins when setting up advanced automations
Some legacy integrations still maturing
What problems is the product solving and how is that benefiting you?
Build IT-Ticketing system. ITSM
One amazing tool to work with
What do you like best about the product?
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.
What do you dislike about the product?
Sometimes the proposed feedbacks are actioned sloe
What problems is the product solving and how is that benefiting you?
Managing a Knowledge base, internal and external help desk, project management for our engineering team, CSMs using it for client management
Devrev - Zooming with AI but lacks some basic functionalities
What do you like best about the product?
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.
What do you dislike about the product?
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.
Also, its not a simple tool for layman agents, the user has to be somewhat tech savvy.
What problems is the product solving and how is that benefiting you?
The use of Turing bot that self learns based on previous responses is something beautiful and reduces the mis interactions but a huge amount. The ease of AI integration/snapins/workflows has benefitted us a lot.
Good Product
What do you like best about the product?
Easy to interact with the system, and has a nice layout. Customer support is good.
What do you dislike about the product?
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.
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.
What problems is the product solving and how is that benefiting you?
Metrics reporting, ticket management with employees and customers.
Powerhouse of automation connecting sales,support, development and customer sucess,
What do you like best about the product?
AI ready, great support staff and they seem to be releasing features and enhancements to improve the product regularly.
What do you dislike about the product?
some capabilities are not available in UI and require support to assist but those are not high priority at this time.
What problems is the product solving and how is that benefiting you?
Automating self serve for users of our new product.
Knowledge base repository for customers and also internal staff accessible via AI chat
Knowledge base repository for customers and also internal staff accessible via AI chat
Great support platform for modern teams
What do you like best about the product?
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.
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.
What do you dislike about the product?
It would be helpful if we had more options for choosing how to measure customer health and impact.
What problems is the product solving and how is that benefiting you?
DevRev has helped us bring all our support work into one place and cut down on manual tasks. The AI agent that collects email IDs before opening tickets helps us keep things organized and only lets real users submit tickets. We finally have a central spot to track tickets, get insights, and work better together.
AI driven platform from engineering to support
What do you like best about the product?
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.
What do you dislike about the product?
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.
What problems is the product solving and how is that benefiting you?
As the single point of contact, my teams from Product to Support, including Engineering are able to track end to end project management using DevRev. It has become a part of our daily workflow, with all discussions starting and ending within DevRev.
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