DevRev Features
What are the features of DevRev?
Platform
- Mobile User Support
- Customization
- User, Role, and Access Management
- Integration
- Reporting
- Dashboards
Communication Channels
- Customer Portal
- Email to Case
- Live Chat Support
Self-Service Experience
- Personalization
Self-Service Platform
- Branding
- Integrations
Internal Use
- Customization
Generative AI
- AI Text Generation
- AI Text Summarization
DevRev Categories on G2
Filter for Features
Platform
Mobile User Support | As reported in 12 DevRev reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 72% (Based on 12 reviews) | |
Customization | Allows users to customize chat colors, text, logos, and branding. 14 reviewers of DevRev have provided feedback on this feature. | 86% (Based on 14 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 12 DevRev reviews. | 92% (Based on 12 reviews) | |
Integration | Based on 12 DevRev reviews. Integrates with other customer service software to improve support and enhance functionality | 88% (Based on 12 reviews) | |
Reporting | Based on 11 DevRev reviews. Provides analytics tools that reveal important business metrics and track progress | 73% (Based on 11 reviews) | |
Dashboards | As reported in 12 DevRev reviews. Displays important metrics relating to performance | 75% (Based on 12 reviews) |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket This feature was mentioned in 11 DevRev reviews. | 88% (Based on 11 reviews) | |
Ticket Response User Experience | User Experience of responding and receiving a response This feature was mentioned in 11 DevRev reviews. | 86% (Based on 11 reviews) | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions This feature was mentioned in 11 DevRev reviews. | 88% (Based on 11 reviews) | |
Automated Response | Respond to common requests with standard reply This feature was mentioned in 10 DevRev reviews. | 90% (Based on 10 reviews) | |
SLA Management | See feature definition | Based on 10 DevRev reviews. Offers tools for managing and tracking service-level agreements (SLAs) | 88% (Based on 10 reviews) |
Attachments/Screencasts | As reported in 11 DevRev reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 83% (Based on 11 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives This feature was mentioned in 11 DevRev reviews. | 92% (Based on 11 reviews) | |
Customer/Contact Database | As reported in 10 DevRev reviews. Central repository for account and contact information | 92% (Based on 10 reviews) |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents This feature was mentioned in 11 DevRev reviews. | 92% (Based on 11 reviews) | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket This feature was mentioned in 11 DevRev reviews. | 94% (Based on 11 reviews) | |
Live Chat Support | Based on 11 DevRev reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live | 94% (Based on 11 reviews) | |
Social Media Integration | As reported in 10 DevRev reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 65% (Based on 10 reviews) | |
Voice | Based on 10 DevRev reviews. Make and receive calls directly in the application. Track and record calls for analysis. | 57% (Based on 10 reviews) |
Communication
Wiki Documentation | Provides a wiki to keep useful product documentation. | Not enough data | |
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 11 DevRev reviews. Provides a repository of information that can be used by those seeking support. | 94% (Based on 11 reviews) | |
Searchable Articles | Based on 11 DevRev reviews. Makes articles in the knowledge base searchable on the web. | 94% (Based on 11 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices 10 reviewers of DevRev have provided feedback on this feature. | 75% (Based on 10 reviews) | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences This feature was mentioned in 11 DevRev reviews. | 89% (Based on 11 reviews) |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. This feature was mentioned in 11 DevRev reviews. | 91% (Based on 11 reviews) | |
Automation | Based on 11 DevRev reviews. Automates some or all operation related tasks | 89% (Based on 11 reviews) | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences This feature was mentioned in 11 DevRev reviews. | 88% (Based on 11 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools This feature was mentioned in 11 DevRev reviews. | 91% (Based on 11 reviews) |
Internal Use
Customization | Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 14 DevRev reviews. | 86% (Based on 14 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 | Provide workflows to create and escalate issues related to risks and requests | Not enough data | |
Integrations | Integrates with live chat, chatbots, help desk, or other customer service software | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
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 | Not enough data |
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 | Permits use by job roles outside of service department | Not enough data | |
Supporting Documents | Allows linking of useful information such as screen shots | Not enough data | |
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 | Not enough data | |
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. | 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. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. 11 reviewers of DevRev have provided feedback on this feature. | 92% (Based on 11 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 | As reported in 12 DevRev reviews. Allows users to generate text based on a text prompt. | 88% (Based on 12 reviews) | |
AI Text Summarization | Based on 12 DevRev reviews. Condenses long documents or text into a brief summary. | 90% (Based on 12 reviews) |
