DevRev Pros and Cons

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.

DevRev has significantly fine tuned our engineering and customer-centric operations. Managing roadmaps in DevRev is easy, enabling seamless alignment between teams. The custom dashboards help us measure sprint quality and track team efficiency with real-time insights. We can effortlessly track the number of issues worked on for each module or enhancement every quarter, improving visibility and decision-making. With collaborative roadmaps and tailored features, our teams have become more transparent, and productive. I highly recommend DevRev for any organization looking to enhance efficiency, project tracking, and overall team performance. Review collected by and hosted on G2.com.

I wouldn't say there are much downsides.Their customer support team is always available on slack whenever I face any issues. Review collected by and hosted on G2.com.

DevRev has very good default features like

- moving a ticket to relevant status based on customer reponse,

-rating the problem description,

-suggesting ways to improve the problem statement like asking the user to add impact, samples, screenshots, videos, etc..

- Integration with Slack is seamless - comments are added to Slack from DevRev and vice versa without a delay

- Easy to manage the email communication with customer - comment in DevRev will be sent to the customer on email chain with the customer.

The customer support team is very active and knowledgeable. Review collected by and hosted on G2.com.

UI is a bit clumpsy - too much information.

Unable to add screenshots and brief notes together. The images will be added in the attachments and removed from the description. This makes it difficult to describe the problem as this will not allow someone to create a story based on a series of screenshots.

Some of the fields in devRev take a flow chart kind of values. The UI needs to be improved to allow the user to navigate the flowchart better. Current implementation doesn't allow it. Review collected by and hosted on G2.com.

As a leader in Customer Services and Support, I’m thrilled with the customer-centric vision DevRev embodies. The platform is ideal for overseeing support tickets, platform incidents, and customer-driven change requests, all through a streamlined, intuitive interface. It’s easy to navigate and provides the insights leaders need to stay on top of a high volume of critical work items.

Our onboarding experience with DevRev has been exceptional. Their team initially developed the customizations we needed to get up and running quickly, adapting the platform to our requirements. Now, they’re advancing toward a self-service model that empowers my teams to iterate faster and deliver even better experiences to our customers. This evolution is enabling smoother workflows and more agility in meeting customer needs.

The platform has become indispensable in aligning our teams around customer needs. DevRev has also enabled closer collaboration between our support and engineering teams, which has been particularly impactful in managing customer-facing incidents. Its flexibility allows us to adapt as needs evolve. For any leader committed to operational excellence and a customer-first approach, DevRev is a fantastic solution. Review collected by and hosted on G2.com.

Some of the platform’s features are still maturing, which can occasionally create workflow limitations. That said, the DevRev team has been highly responsive to feedback, and we’ve seen steady improvements that enhance usability and functionality. Review collected by and hosted on G2.com.

Our organization boasts a diverse array of engineering and sales tools, each replete with copious amounts of data. The integration of DevRev has proven instrumental in consolidating this disparate data from multiple sources into a unified repository. This pivotal transformation affords our engineering teams the convenience of centralization, obviating the need for frequent app-switching. Notably, the swift implementation of DevRev has demonstrated remarkable agility and scalability, effectively accommodating our multifaceted requirements and varying customer workloads with commendable efficacy. Review collected by and hosted on G2.com.

DevRev stands as an invaluable tool within our operations, notwithstanding the need for numerous feature requests and modifications that extend beyond its initial feature set. It is worth noting that, while these requests have surfaced progressively over time, the DevRev team has exhibited commendable responsiveness and dedication by promptly implementing each requested enhancement without fail! Review collected by and hosted on G2.com.

We recently completed a successful POC, and I want to commend the exceptional work of Grega, the CSM assigned to us. He is consistent, technical, and pleasant to work with. His fluent English and approachable demeanor made communication seamless, and he demonstrated a strong commitment to ensuring the success of our POC. He went above and beyond to address any issues promptly and effectively. Review collected by and hosted on G2.com.

Since we’ve only just started using the platform live, my overall impression of the product is still forming. While it’s too early to provide a comprehensive review, I can confidently say that the platform already feels like a big step up compared to our previous experience. I look forward to seeing how it performs in the long term Review collected by and hosted on G2.com.

The fact that knowledge graph takes all the information and gives everything the team wants under a single platform is the best part.

The whole AI integration gives additional benefits for teams to improve productivity. Review collected by and hosted on G2.com.

Alot of things like the stage customisation is not yet self serve for the user.

Even the workflow / automation creation seems complicated and might need more documentation. Review collected by and hosted on G2.com.

The best part about working with a company like DevRev is their openness and willingness to develop their product. We initially launched the DevRev support tool, and when we first started, I will admit that I was a bit hesitant. The platform was still growing and was missing some functionality that we had come to expect from our old platform (Zendesk). Where DevRev stood out was that with Zendesk, we had seen no growth in the platform. It felt like they were done with their support product. DevRev, on the other hand, was pumping out features week over week. Eventually, we not only got full support for our old workflows, but DevRev was able to bring a host of new features as well. The team's commitment to providing first-class support has made them not only a great company, but we also see them as a valuable partner. Finally, they offer so much customization, and their API layer makes it very easy to use and implement into our system, Review collected by and hosted on G2.com.

I would say the main item that I found that I disliked about the platform was at the beginning it felt that it lacked all the functionality we were looking for, however, this was quickly resolved as we continued to onboard to their platform. I can't say there is much that I dislike. Maybe the UX of the application has a bit of a learning curve but other than that I have no complaints. Review collected by and hosted on G2.com.

We are only 10 days into the relationship now an are already ahead of anticipated launch schedule. Their CS team is excellent and is meeting or exceeding our expectations so far. A world of difference from Zendesk, who couldn't care less about a customer our size at this point. It will be a glorious day when we can kick them to the curb. Review collected by and hosted on G2.com.

There are a few areas that still need polish, i.e. customizing titles for users, or having a better way to merge accounts Review collected by and hosted on G2.com.

We switched to DevRev recently (we used to work with Zendesk) to provide better service, tools, AI engines and overall experience to our clients, in addition to better analytics and AI tools for our Support agents. The integration phase and tools made the switch as easy as it gets, in addition to the DevRev team that planned and worked with us along the way. We are very happy with the move and highly recommend DevRev as a leading Support and CRM wholistic platform Review collected by and hosted on G2.com.

Nothing I can actually think of at this point Review collected by and hosted on G2.com.