November 2024

Airdrop Integrations

Airdrop now provides bi-directional sync status visibility, allowing you to track the synchronization state of work items in both directions:

• New: View sync status for items being synchronized from DevRev to external sources. In addition to the record view, this enables the Sync-out Status and Sync-out Date filters.

• Existing: Continue to see sync status for items coming from external sources into DevRev.

• Visibility: The sync status is shown directly on work items, including issues, tickets, and opportunities.

 For more information about Airdrop Integrations, refer to the following article: Airdrop Record View.

Airdrop Platform

• DevRev Airdrop now includes granular authorization controls for managing access to import operations and data. These controls enable administrators to define precise permissions for viewing, creating, and managing data imports across their DevRev organization.

• The Airdrop imports page has been revamped and enhanced, offering a more intuitive experience for managing your Airdrops. The updates include:

  • List View (Settings -> Import)

  • Customizable columns

  • Configurable sync unit order

  • Sync Unit View (Settings -> Import -> Airdrop sync unit)

  • Analytics tab - Get insight into the data you are syncing.

  • Mappings tab - View your mapping preferences anytime.

  • Settings tab - All sync unit settings are now conveniently available in one place.

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

Email Integration

• When a user is @ mentioned in an email, they are added to the CC list. If the @ mention is removed, the user is also removed from the CC list, ensuring consistency and clarity.

• The Email Composer now detects languages that require Right-to-Left composition and automatically adjusts the typing direction to match each language's requirements.

• You can now customize your emails in the Email Composer by specifying text highlights and changing text colors.

 For more information about Email Integration, refer to the following article: Email | Integrate | Snap-ins

Group by Table Support

This update introduces field grouping functionality in tables; enabling users to group data within a tabular widget as well all the drill through views, similar to a Vista's grouping capabilities. This feature enhances the ability to organize and analyze tabular data effectively.

Social

• The AI summarizer now creates concise summaries for tickets, helping users quickly grasp key issues without reviewing numerous updates. Users can manually trigger the summarizer for specific tickets. Summaries include the problem at hand, discussions, and next steps.

• The AI Summarizer is now available for Opportunities, offering a concise summary of the entire Opportunity for quick insights.

• When a ticket is re-assigned from a group to an individual owner, group assignment notifications are automatically removed, preventing irrelevant notifications to the group.

• Mobile push notifications now display avatars of the senders for a more personalized experience.

• Email notifications now display the names of deactivated users, improving clarity and communication.

Support App

• The email bot now limits notifications to comment creation and bounce email alerts, reducing noise and ensuring users receive only the most meaningful notifications.

• Fixed an issue where conversations from WhatsApp were not created when the first message included an image.

• Previously, emails appeared with a white background in the email viewer, even when the DevRev app was in dark mode, resulting in a disjointed experience. Dark mode support now extends to the email viewer for consistency.

• When a message is edited in Slack, the latest version will now be reflected in DevRev, and vice versa, ensuring consistent information across both platforms.

• WhatsApp now supports automated messaging from DevRev to the end customer, improving communication flow.

• Previously, when multiple DevRev contacts shared the same email address, the email contact resolution logic selected the oldest contact, which could lead to access conflicts with ticket associations. This has been resolved by ensuring contact resolution is based on the context of the ticket, eliminating access conflicts.

• To prevent duplicate communications, emails will not be automatically added to airdropped tickets, even if the organization has set email as the default channel for all tickets. This ensures customers won't receive messages from both DevRev and an external system.

• Implemented ticket and comment deduplication, ensuring that even if there are multiple support email addresses in an email thread, only one ticket or comment will be created.

 For more information about Support App, refer to the following article: Support.

Exotel Support

DevRev has integrated with Exotel to consolidate all customer issues by logging support requests made via phone. Customers can call the provided support number, and each call creates a record linked to the caller, ensuring the support team has complete context of the issue.

UI RTE

Fixed a bug that was preventing the Text Enhancer from functioning in customer chat. Users can now use the AI Text Enhancer while composing customer messages and emails.