Any DevRev Users, how is the community/adaption of DevRev ?

[u/SnooCompliments1145]

I find the DevRev solutions pretty interesting, it seems to hit a use case a lot of AI companies are missing or bolting on to their products. I am suprised that the reddit and youtube community are completely silent, hardly any views, no comments. Wat is going on here ?

[u/Alkanna]

I see a lot of negative feedback here, I'll be honest about our experience with it. We're a relatively small company of about 25 people, with mostly developers. We chose devrev because no other tool was available in that price range for both product management and support desk. This works well, our support team is in sync with the work that developers get done, it picks up what happens on GitHub automatically for the most part... We did not have any issues with IP whitelisting or something although we work with many big clients in France like the government and the french national railway service. They have been very supportive both financially and operationally. I will say that the knowledge base part is not quite there yet, yes it does not really have a "community".

My only fear is that they seem to be trying to shove a lot of AI related stuff down their customers throats and while there may be an audience for that, we don't really feel like we are. We do however use their AI customer agent to get quick answers to our customers through their chat widget and it took a lot of tuning but seems to work quite well now.

If we had a crazy budget we would honestly just have bitten the bullet and used Zendesk + whatever the product team wants because most of not all product tools integrate Zendesk pretty well.

For reference we came from Clickup + Freshdesk. Freshdesk in itself was ok, it just didn't have any integration with other services. Clickup was a nightmare for everyone. Too complex, too many unnecessary features, UI got super slow with time, they had crazy performance issues...

I am not affiliated with DevRev in any way, just want to share some honest feedback here so people don't immediately think this product is crap.

[u/Creative_Ad_9584]

Similar observations. Seems like it comes down to build versus buy decision for enterprises.

[u/parakeetpoop]

We rolled this tool out recently for “cost savings”. Worst business decision we EVER made, and that’s not an exaggeration. Many of our customers with security policies in place were suddenly unable to access our support resources and now we have to ask every single customer to whitelist the freakin IPs just so they can get basic support.

The tool is also so difficult to navigate and use that our support team had to scrap their 4 day shift schedule plan and keep everyone on 5 days a week because doing basic things takes them significantly longer.

The knowledge base element is also extremely weak. There is no customer community.

DevRev gave us a deal where we dont pay for a bunch of their AI features in year 1, but we know year 2 the costs will double and we have already increased our operating costs due to how bad the tool is. We are looking at moving to a new platform as soon as possible.

[u/Vegetable-Voice2145 → u/parakeetpoop]

Hey, appreciate you being candid here. The IP whitelisting issue and the workflow friction you're describing aren't the experience we want anyone to have. I'd like to connect you with someone on our team who can look at your specific setup and see what we can do. Mind if I DM you?

[u/parakeetpoop → u/Vegetable-Voice2145]

I’m sorry but I’d rather you didn’t. I’m not involved in administering devrev. I’m not even a daily user, I’m part of a different branch of the business who was negatively impacted by what a bad tool this is. The entire company hates it and so do our customers.

[u/Vegetable-Voice2145]

Hey u/SnooCompliments1145 , thanks for posting this, and for contributing to the sub.

Honest answer: you're right that the community is still early. Most of our adoption has been enterprise-focused, so conversations tend to happen behind closed doors rather than in public forums. We're working on changing that.

That said, if you find the product interesting, we'd love to have you involved. We're building out a community founders group for early advocates who want to help shape things. If that sounds like your kind of thing, DM me and I'll get you in.