Computer by DevRev
DevRevReviews from AWS customer
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A rapidly-evolving platform with solid support
What do you like best about the product?
DevRev’s Parts and Trails structure makes it much easier to link customer issues directly to product areas, which has improved how we organize and prioritize support tickets. The automations have already reduced noise in our queues, and the platform is clearly being built with support teams in mind. Most importantly, the DevRev team has been highly engaged with us — they’ve consistently taken our feedback, acknowledged issues quickly, and shipped improvements at a rapid pace. That responsiveness has made a real difference in our ability to adopt the platform confidently.
What do you dislike about the product?
As with any newer platform, some features are still maturing. A few automation and reporting use cases we’d like to implement aren’t available yet, and we haven’t gone live with AI Agents/Actions. That said, the team has been proactive in addressing gaps, and we’ve already seen progress in areas we raised as limitations.
What problems is the product solving and how is that benefiting you?
DevRev is helping us centralize customer conversations, tickets, and product context in a single platform, which has reduced the friction of managing support across multiple tools. By tying issues directly to product areas, we’re able to track trends more effectively and communicate clearer insights back to engineering. Automations have also helped us filter out noise (like spam or unactionable requests), which keeps our queue healthier and lets the team focus on higher-priority tickets. The result is faster resolution times, more visibility into what matters, and less manual overhead for the support team.
User Friendly & great support
What do you like best about the product?
We've been using DevRev since 2+years now and they have evolved a lot across these years. Focus is great on support reports and their workflows are easily implementable based on our business requirement. Have integrated with JIRA and its been a good experience so far.
What do you dislike about the product?
Can enhance the analytics part for better reports
What problems is the product solving and how is that benefiting you?
All concerns from mail, app and website are being routed to DevRev and are handled at one place. The tickets are easily tracked and drilling down of data customer wise becomes easier.
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
Customizable CRM with Powerful Automation
What do you like best about the product?
I appreciate how DevRev has improved a lot, offering what feels like an insane amount of customizations, snap-ins, and workflows. These workflows help automate basic stuff so our human agents can focus on solving more important customer queries. The introduction of computer AI agents is a really cool feature, and when trained well, these AI agents can handle queries autonomously. This setup saves a lot of time and bandwidth by taking care of all the basic information and also assisting on platforms like WhatsApp. The team behind DevRev is also really helpful, and they've made the onboarding process easy.
What do you dislike about the product?
DevRev, while sophisticated, needs someone technically savvy or with developer knowledge to set it up completely to realize its full potential. Our customer support team can't handle this amount of software on their own. It's not layman-friendly and requires someone with a technical background to make effective use of it. Initially, the setup and integration were not easy or user-friendly, which our team didn't like.
What problems is the product solving and how is that benefiting you?
DevRev lets us integrate conversations, emails, and chats, so we handle customer queries in one place. Workflows automate tasks, freeing human agents for more complex queries, and AI agents handle basic questions, saving time and bandwidth.
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.
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.
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