Getting started #

    Ready to get started as a more customer- and product-centric company? Here are our suggestions for the first things to do with DevRev.

    1. Connect your inbox#

    DevRev provides an omnichannel inbox experience that your team can access at Support > Inbox. DevRev enables a modern customer engagement experience for your customers (or rev users) to contact you through the method of their choice (e.g. email, Slack, or PLuG chat widget on your application or website). To get the most value from DevRev, you need to set up at least one of these channels and may set up all of them. Any communications sent through the channels you have configured appear in the DevRev inbox.

    Email

    DevRev supports Gmail, SendGrid, and DMARC. While there are some details that vary from one provider to another, the overall workflow is to install the snap-in in your DevRev environment, then set up a connection and a flow in DevRev. Once this integration is completed, a DevRev email alias is generated. You then configure your support email alias to forward to this alias.

    For more details, refer to the instructions for Gmail.

    Slack

    DevRev provides a Slack integration in the form of a bot. As with the email integration, the first steps are to install the plug-in in DevRev, then set up a connection. Once this is done, you can invite the bot to Slack channels where customers are present.

    For the full details, refer to the Slack integration instructions.

    PLuG

    DevRev PLuG is a chat widget that you can integrate in your application. Customers can initiate conversations without leaving your customer portal or website.

    For the full details, refer to the PLuG documentation.

    2. Customize your support workflow#

    DevRev helps you do more with less by giving you ways to automate your workspace, and set-up your workflows to help you maximize your team’s time and improve customer experience. Here are a few automations you can start with.

    Auto response

    Auto responses let your customers know what to expect. Even if you don’t respond immediately they will get an update.

    For the full details, refer to the auto response listing on Marketplace.

    Auto routing

    Auto routing lets you assign owners for support tickets. You can also control who receives notifications based on ticket properties or message contents.

    For the full details, refer to the auto routing listing on Marketplace.

    Support convergence

    Support convergence allows you to automate the flow between tickets and conversations, no longer does your team have to take time to follow up directly with a customer when their ticket is resolved, let the system do it for you!

    For the full details, refer to the support convergence listing on Marketplace.

    3. Create orgs and users#

    You can add and organize your customer’s information in DevRev in a couple of ways:

    • Manually add rev orgs (by an admin) by going to Customers and click the + Customer button in the upper-right corner. You fill in some information about the rev org such as its name and owner, after which users can be added to it. To add a rev user explicitly, select a customer, go to the Users tab, and click + Add User.
    • DevRev will automatically create rev orgs and users from conversations. For more information see the identity ingestion documentation.
    • Contact us and we can also help you do a bulk upload of customers into your environment.

    4. Create parts#

    A product is made of parts, which may themselves be made of other parts. Parts are the core objects that almost all other objects link to, which encourages product-centricity by tying everything back to the product or service. Parts in DevRev provide an organizing principle for customer requests that lead to tickets and issues.

    Rev parts relate to how a product is expressed, integrated, or consumed. This gives you more insight into how your customers are experiencing your product and what else they may need from it. Dev parts are those built internally related to code or something the developer relies on or builds, or a service provided by an organization.

    Events and work items can be specific to any type of part. You can create parts and set a variety of properties for them in Product > Parts. One of the properties of a part is the default owner for issues. Once a part is defined, you can associate issues and tickets with it.

    For more about parts, refer to the in-depth explanation of parts & trails.

    5. Manage your first ticket#

    Now you are ready to start managing customer feedback in a modern and product-centric way. With DevRev tickets are associated to conversations, parts and developer work (issues). This allows you to do the following:

    1. Track metrics differently for quick customer conversations versus bugs or requests that require more team input.
    2. Improve customer experience by easily identifying the parts of your product where customers are consuming and needing the most action from you.
    3. Connecting insights from the customer across teams for faster resolution.

    To see how it starts to come together, go to Support > Inbox in DevRev and click a conversation. A side panel with the conversation details opens. Click Link ticket in the upper-right corner. You can search for an existing ticket or create a new one.

    When a ticket is created, it is automatically assigned to the default assignee specified in the part. You can reassign it, change priority, link to conversations, associate with other tickets, relate it to issues, and set other properties for tickets. You can search for tickets in the DevRev search bar in the upper-left corner or filter tickets in Support > Tickets.