Getting Started

Welcome to DevRev! We are excited that you have started using the world’s first Developer Customer Resource Management (DevCRM) system brought to you by DevRev.

What is DevRev?#

DevRev is the company behind the world’s first DevCRM system. We have brought the voice of the customer from the front office and connected it with your product on one end and real-time, social, work management on the other.

DevRev Use Cases#

Product Management#

You can use DevRev to manage the features and capabilities related to your product. DevRev allows you to associate features and capabilities with your products, making it easier to understand the different components and delegate work. Within DevRev, you can manage the products, capabilities and features within Trails.

Work Management#

DevRev allows you to assign work to your team and makes it easy to track who is working on any specific issues. All of these work items are connected to your product Parts (Capabilities and Features) and your customer Conversations. This is managed within DevRev Vistas.

Support#

DevRev has a capability called PLuG that enables companies to embed a conversations widget within their applications. Once PLuG has been enabled, all customer conversations can be tracked within DevRev and any Conversations can be immediately linked to a Ticket, a Ticket to an Issue and subsequently to a Part (Capabilities and Features).

What is a Ticket and an Issue?#

A ticket is a category of work item that comes from the front office (customer, employee, engineer) and requires an owner and some level of interaction or work to be performed. While incidents may be notification only a ticket requires someone or something to take some action (triage).

Tickets are commonly associated with a part (product or service) and can come from both internal and external users. Tickets are also used to communicate progress to the user / impacted party.

An issue type of work is one that requires some level of effort and / or updates to a part (product/service). These must be created or “accepted” by someone who has a role on a part (part owner, part dev, part provider, etc.).

Create a Ticket#

  1. To create a ticket, open the “Tickets" tab from the sidebar on the left
  2. Click on “New Ticket” on the top right corner of your screen
    Screenshot of DevRev Tickets tab
  3. Add a title and description for your new ticket. You can also attach files related to the ticket in the description.
    Screenshot of new sample ticket
  4. Select which part of the company/product this ticket is related to
    Screenshot of parts drop-down menu
  5. Add attributes to the ticket - Owner(s) (required), Severity (required), Reported by (employee who reported the ticket), Competition Date
    Screenshot of attributes options
  6. Add any relevant tags. This helps employees identify any relevant traits of the ticket that you would want them to know
    Screenshot of tags drop-down menu
  7. If required, you can link the new ticket to an issue as a dependent
    Screenshot of link records menu

Create an Issue#

  1. To create a ticket, open the “Issues" tab from the sidebar on the left
  2. Click on “New Issue” on the top right corner of your screen
    Screenshot of DevRev Issues tab
  3. Add a title and description for your new issue. You can also attach files related to the ticket in the description.
    Screenshot of new sample issue
  4. Select which part of the company/product this issue is related to
    Screenshot of parts drop-down menu
  5. Add attributes to the ticket - Owner(s) (required), Priority (required), Reported by (employee who reported the issue), Competition Date, Effort (number of days)
    Screenshot of attributes options
  6. Add any relevant tags. This helps employees identify any relevant traits of the ticket that you would want them to know
    Screenshot of tags drop-down menu
  7. If required, you can link the new issue to other issues as a child, duplicate, dependent or parent
    Screenshot of link records menu

Viewing Issues and Tickets#

  1. To view issues and tickets, open the “Issues" or the “Tickets” tab from the sidebar on the left
  2. Use the filters on the top of the page to view the specific tickets/issues you need. You can filter based on Created by, Created date, Modified date, Owner Part, Priority, Status, Tags or Type
    Screenshot of Tickets tab with filters circled
  3. After choosing your filters, click on the “Save List” button on the top right corner to save your search
    Screenshot of Save List button
  4. Your list will show up on the sidebar on the left. Click on the pencil icon next to the list to modify or delete it.
    Screenshot of left sidebar

Invite Users#

  1. Click on the org symbol on the top left corner of your screen<br>Screenshot of DevRev app with org symbol circled
  2. Click on DevOrg Settings
    Screenshot of main menu
  3. Click on Members on the sidebar in the left and then click “Invite Member” on the top right corner of your screen
    Screenshot of Setting page
  4. Enter the email id of the user you wish to invite
    Screenshot of Invite users pop-out

Connect DevRev with Github#

Read more about connecting DevRev with Github here

Import from JIRA#

Read more about importing from JIRA to DevRev here

Setup PLuG#

Read more about what is PLuG here

Read more about PLuG Widget Configuration here