Seamless support, enhanced incident visibility, scalable security operations
Company overview
Founded to solve one of the most urgent issues in cybersecurity today, this company is a pioneer in software supply chain security. Their solutions help organisations build and deploy software with cryptographic integrity, providing robust protection against supply chain attacks. The company serves enterprise developers and security teams with tools to sign, verify, and secure every component of their software, from source to production.
The challenge: Scaling secure support in a growing, complex ecosystem
As the company rapidly expanded, its existing support tools, primarily Jira, began to show limitations. Support and development teams worked in silos, which led to:
- Delayed responses to critical security issues
- Lack of visibility into product roadmap updates
- Redundant communication and context loss between teams
- Growing frustration among agents trying to manage cross-functional escalations
Additionally, they faced a unique challenge: managing security inquiries that required coordination ranging from L1 to L4 support levels, while also needing tools sophisticated enough to identify incident patterns tied to vulnerabilities or verification failures.
We needed to unify our technical and customer-facing operations, especially for security-critical use cases. DevRev gave us the platform and flexibility to do that.”
The solution: Implementing DevRev's unified platform for support
The company adopted DevRev's Support module to unify incident tracking, roadmap visibility, and customer communication in a single intelligent workspace. Their rollout included:
- Connecting product data and support tickets using Computer memory.
- Deploying advanced incident grouping to surface trends in security cases
- Creating automated deflection mechanisms ranging from L1 to L4
- Improving product alignment via roadmap visibility within the support team
- Implementing a custom email snap-in that allows ticket creation only from verified domains
DevRev helped us replace fragmentation with clarity. Now our engineers and support agents speak the same language, powered by shared context.”
The impact: Streamlined security support, measurable outcomes
Breaking silos between support and product
DevRev's platform bridged the gap between security engineers and support agents. For the first time, support teams had real-time visibility into:
- Engineering workstreams
- Active security incidents
- Prioritized roadmap items tied to customer issues
The level of transparency and connectedness DevRev brings is unlike anything we had before. Now our roadmap talks to our customer inbox.”
Speeding up resolution of critical incidents
With advanced incident grouping and tagging, the company can now:
- Quickly identify patterns in signing/verification issues
- Route security cases to the correct team with preserved context
- Minimize handoff loss and shorten time-to-resolution
Controlling support entry points
The company deployed a custom Snap-in that restricts ticket creation to verified email domains. This has:
- Cut down on ticket noise
- Prevented duplication
- Ensured high-quality, accountable issue tracking
The email Snap-in changed our entire intake game. It's security-conscious by design, and that's crucial for us.”
Improving roadmap communication
Support agents now communicate customer needs to product teams with direct visibility into:
- Roadmap status
- Feature delivery timelines
- Priority decisions based on actual support data
The bottom line: A security-first transformation in operations
The company's implementation of DevRev resulted in:
- Reduced ticket volume through knowledge-first deflection
- Faster incident resolution for critical vulnerabilities
- Stronger internal accountability via verified ticket creation
- Improved support-to-dev coordination for product planning
By adopting DevRev, the company successfully:
- Connected fragmented workflows across support and dev
- Built structured security incident categorization
- Enabled predictive visibility and knowledge reuse
- Maintained enterprise-grade customer satisfaction while scaling
Looking ahead: Continuous evolution in security operations
The company continues to expand its use of DevRev to support:
- Deeper roadmap collaboration
- Expanded AI usage for issue triage and intent detection
- More advanced predictive alerting for proactive security support
DevRev is now at the heart of how we run support. We're excited to push deeper into automation, visibility, and customer alignment.”
Benefits:
- Support agents find security documentation and product context faster
- Cross-functional teams collaborate in a unified, context-rich platform
- Customers experience faster, more accurate responses
- Incident patterns inform product priorities
- Noise from unverified emails is eliminated
- Roadmap reflects real-world customer security concerns
