Tighter collaboration, tailored customizations, and streamlined support: DevRev’s March 2024 update

✨What’s new

#1 Turn scheduled meetings into actionable items

Spending precious time after long meetings putting together an MoM and takeaways? The GoodMeetings snap-in enables you to transform meetings into actionable items by mapping discussions with their respective tasks and takeaways for each user.

👉 For more information about the GoodMeetings snap-in, head over here.

#2 Enhanced DevRev for Jira plugin for tighter collaboration between support & engineering

The latest update to the Jira plugin brings your support and engineering teams closer than before. It works in conjunction with our existing 2-way sync functionality with Jira via Airdrop.

• In-App collaboration: Jira users can now view details, comment, and collaborate on DevRev tickets directly within Jira. No more platform-hopping.
• Enhanced notification system: Broadcast a message to multiple ticket owners with just a click, significantly speeding up the resolution process during critical system-down events.
• Simplified ticket linking: Link your Jira items to the right DevRev tickets with an easy search-and-link feature, ensuring accurate tracking and alignment across teams.

👉 For more information about DevRev Plugin for Jira, refer to the following article: DevRev for Jira app

#3 Curate a seamless help center for your customers

The long-awaited Knowledge Base management feature is now available on DevRev. With this new functionality, you can:

• Write articles directly on DevRev
• Organize them into multiple layers of collections for improved hierarchy
• Arrange them on the support portal to enhance readability for your customers

You can also rearrange the order of your articles and collections to dictate how they appear on the Portal. This allows you to tailor the experience you want to provide for your customers on your portal.

👉 For more information about Knowledge Base Management, refer to the following article: Articles

#4 Strengthened feedback loop for accurate sentiment analysis

• Focused analysis: Sentiment is now solely evaluated on customer messages, providing a clearer picture of customer sentiment.
• Improved feedback loop: When sentiment is positive, support agents are now prompted to confirm its accuracy.
• Corrective feedback mechanism: If the evaluation is incorrect, agents can provide the correct sentiment.

#5 Improve customer interactions with the latest updates to the PLuG Widget

• Customer online/offline status: Support agents can now easily determine the online or offline status of customers and their availability on the app/website where PLuG is installed.
• Spotlight nudge: Nudges now have GIF support, enabling you to provide a richer experience for your customers. Utilize it to highlight your features and product experiences.

#6 Focus on the right notifications

We've introduced ‘Important’ and ‘Other’ tabs to help you understand notifications that matter the most.

• The Important tab is your go-to for high-priority updates like mentions, assignments, new comments, and other critical alerts, ensuring you never miss a beat.
• We've eliminated Airdrop-related notifications to maintain a clean and focused mobile app environment, ensuring your engagement remains uninterrupted.

👉 For more information about Notifications, refer to the following article: Updates

#7 Customize ticket lists with subtypes

Customers can now customize their ticket list page by adding and grouping tickets by subtype.

• Tailor your list view, also known as Vista view, with subtypes for customization, enhancing your personalization options.
• Exporting from the Vista listview now includes subtype details, ensuring comprehensive data retrieval for your analyses.
• Subtypes imported via Airdrop are now conveniently grouped together in list views.

👉 For more information about DevRev Customization, refer to the following article: Object customization

#8 Enhancements on email integration for better user experience

• Delegate email addresses in Gmail are those that have been authorized to respond to emails on behalf of someone else. The Email Integration snap-in now supports adding delegate email addresses of the primary address to the sender's list.
• Automatic responses or bot comments will no longer be sent as responses to automatically generated emails from the customer's email address to the configured support email address. This prevents bot-to-bot communication and potential email loops.
• Email as the default channel for tickets enables all messages from customer chats to be sent via email, in addition to the original source channel of the ticket.To add email as a default channel on tickets, navigate to the Email Integration snap-in and enable the respective toggle.
• Retain the email draft after closing the email composer — it will be available when you reopen the email composer.
• Mention users with the @ symbol when sending an email.
• Mention the Ticket ID using # when sending an email.
• Get notified on whether the last message sent on the customer chat was successfully sent via email or not, along with providing details of any errors causing the message sending failure.

More updates:

#9 Issue Management: DevRev helps you keep track of both the customer-facing parts of your product and the development components used to power it (microservices, runnables, linkables). When there's an issue, you can now track which development component needs changing.

#10 SLA: You can now edit SLA policies in draft mode.

#11 AirDrop ServiceNow support: Import reference tables with Airdrop ServiceNow

🛠️What's fixed

Airdrop platform: The subtype name created by Airdrop is now readable and user-friendly.

Email integration: Resolved an issue where the Show Original Email option was not appearing.

That’s all for this month. We’ll be back soon with more exciting new features and updates. Until then, if you have additional questions or need help getting started, reach out to us at support@devrev.ai or through our PLuG chat widget in the DevRev app.