DevRev The Future of Customer-Focused Companies
January 21, 2026

DevRev The Future of Customer-Focused Companies

Elec Boothe | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with DevRev

We use DevRev as our central system of record to manage customer support, technical issues, and product feedback across Support, Support Engineering, Risk, and Product. It solves key challenges around visibility, ownership, and cross-functional alignment by connecting tickets, issues, customer context, and engineering work in one platform. DevRev enables us to scale operations efficiently, reduce manual coordination, and ensure support insights directly inform product and engineering priorities.

Pros

  • DevRev’s biggest strength in support is that tickets are first-class citizens in the product lifecycle, not just cases to close.
  • Support teams can influence product without translation layers.
  • AI that assists instead of hallucinating.
  • In person events that enable cross-community collaboration and a variety of learning opportunities.

Cons

  • The onboarding experience could be improved for teams that are not directly implementing DevRev, as they are often introduced to a powerful platform without enough guided context and can feel overwhelmed early on.
  • Creating and managing objects, dashboards, and other configurations would benefit from more robust desktop-based creation tools, as current workflows can feel constrained or unintuitive at scale. Use industry standard language and report building.
  • While regressions are rarely critical, the frequency of small UI issues, such as broken date selectors or text visibility problems caused by theming, creates unnecessary friction and frustration for users.
  • We were able to answer (deflect) 60% of tickets by enabling the PLuG widget.
  • A 30% increase in support agent productivity utilizing computer, knowledge, and cross-team collaboration.
  • Full view of a merchant's lifecycle including bugs, feature request, support tickets, and finance actions. Allowing us to supercharge cross-functional partners with the ability to answer questions without waiting for someone else.
DevRev is functional right out of the box. While the tool often feels more oriented to engineering, the overall layout works for our use-case. For other teams within our company, they would benefit from a few pre-determined layouts/list views that are auto-generated. When working with other non-technical teams, it's a good idea to create their "assigned to me views" and walk them through how to create.
DevRev knocks all of these other tools out of the water. From being able to migrate seamlessly in 2 weeks from Zendesk, to moving all of our bug and engineering tickets from Asana to DevRev via API in 1 day, and importing our customer information from Hubspot in a matter of minutes, none of the other tools came close. Zendesk has a habit of not responding to customer requests, forcing you in to antiquated workflows and design, DevRev is truly state of the art - it's not just another support tool, it's the future of a truly customer focused organization.

Do you think DevRev delivers good value for the price?

Yes

Are you happy with DevRev's feature set?

Yes

Did DevRev live up to sales and marketing promises?

Yes

Did implementation of DevRev go as expected?

Yes

Would you buy DevRev again?

Yes

DevRev is well suited for both multi-team and single-team environments, and teams can realize meaningful value even without having product, engineering, and support all onboarded at the same time. Its strength is clearest when used by customer-facing and delivery-adjacent teams that benefit from shared context and tighter feedback loops. However, DevRev is less appropriate out of the box for teams that sit outside those core functions, as the platform’s terminology and workflows are opinionated toward product, engineering, and support use cases. Without deeper custom object support and greater flexibility in redefining terms and processes, it has been challenging to demonstrate value to those teams and to help them move away from established tools and ways of working.

DevRev Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
9
Expert directory
8
Subscription-based notifications
6
ITSM collaboration and documentation
10
Ticket creation and submission
8
Ticket response
9
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
9.3
Customer portal
9
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
10

Using DevRev

250 - All teams at Bolt have participated in DevRev - Support, Engineering, Product, Finance, Sales & Administration, IT, and other teams utilize the product.
2 - DevRev is very flexible and easy to use - we've chose to restrict access to workflow building, and certain other functions to enable DevRev to scale. Our two DevRev support team members have a depth of knowledge around process and workflows, information gathering, cross-functional experience, and the ability to translate requirements into roadmaps. Our engineering team are able to build custom, to their specs, workflows and snap-ins to support the way they work.
  • Customer Support
  • Information Availability utilizing Computer to search across objects
  • Automating processes that were previously manual (Very flexible in maintaining human oversight)
  • Our finance team were able to automate the customer fee change process.
  • Our support routing elevated to a level previously unknown by integrating GPT into the process.
  • We can ask questions on each other's performance, or our team's performance, using it as a guide to be better.

DevRev Reliability

DevRev is incredibly flexible - while we started with a support and product move to the tool - Engineering, Finance, People, and our Account Management team quickly followed. The best part about these teams being in DevRev is tying everything back to the customer and being able to build intuitive, flexible workflows for any need.
I'm not aware of DevRev not being available in our two years using the product. The software and support team is available around the clock.
I have no functionality, reliability, or speed concerns with DevRev. In the past, we raised a few latency issues that were fixed within days by the engineering team. The DevRev team were incredibly thankful for these being raised.

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