February 2025

Airdrop Platform

DevRev has expanded its Airdrop platform to enable two-way sync capabilities for non-native integrations available through the marketplace.

What's new

Non-native Airdrops, which are integrations developed by external developers and distributed through the marketplace, can now be built with support for synchronization from DevRev to external systems. Previously, these integrations could only sync data from external systems to DevRev. This enhancement allows developers to create full two-way sync functionality in their Airdrop integrations, if desired.

Native vs Non-Native Airdrop

DevRev provides native Airdrop integrations for popular platforms including:

Jira
Zendesk
Salesforce
ServiceNow
And other major systems

While these native integrations support bidirectional synchronization by default, non-native Airdrops can now be developed with this capability as well. However, individual non-native Airdrops may still choose to implement one-way sync only, depending on their specific use cases and requirements.

document icon For more information about Airdrop Platform, refer to the following article: Airdrop | Snap-ins

Channels

A new workflow node has been introduced to initiate bidirectional synchronization between DevRev objects and Slack channels.
A workflow node has been added to create a Slack channel and automatically invite specified users.
A random wait time (1-20 seconds) has been added before creating a conversation to prevent duplicate conversations on WhatsApp when messages are sent rapidly.
Customer identification in Slack has been enhanced by resolving users via their Slack ID when their email is hidden.
An optional field has been added to the 'Send Slack Message' workflow node to include a DevRev object.
Dependent field support in slack

Slack App

Multi-region Slack support has been enabled.

document icon For more information about Slack App, refer to the following articles: ‣ Slack | Integrate | Snap-ins ‣ SLA status change Slack notifier | Automate | Snap-ins

Support App

KB experience enhancement for agents: This update streamlines the knowledge base interface, allowing agents to search, draft, and link articles directly in ticket resolutions. New filtering options let agents view tickets tied to specific articles, while updated analytics reveal the most and least linked articles, improving knowledge sharing and support strategy.
PLuG is our live chat widget designed for real-time conversations in your customer portal. It reduces ticket volume by resolving common queries instantly, enhancing self-service and speeding up issue resolution. Use spotlight cards or banners to notify customers about incidents, updates, or promotions, boosting engagement and reducing repetitive inquiries. To enable PLuG, go to Settings > Portal Settings, activate PLuG widget, and Save and Publish.

document icon For more information about Support App, refer to the following articles: ‣ Support snap-ins | Support ‣ Support best practices | Support ‣ Support ‣ Support ‣ Customer portal | Support

Vista Studio

Enhanced number formatting options: This update introduces advanced settings for configuring number formats based their regional and operational preferences.