May 2024

Airdrop Recipe Manager

Airdrop no longer overrides the filterable field attribute for Airdrop-managed subtypes, allowing admins to configure it as desired.

Airdrop ServiceNow Support

ServiceNow Airdrop has added support for bidirectional syncing. You can now bidirectionally sync ServiceNow cases, tasks, problems, and incidents with DevRev tickets. With this enhancement, you can continue to receive cases in ServiceNow and have your agents work out of DevRev. Case information can be linked to your DevRev issues and accounts, and the synced tickets can take advantage of DevRev's AI features.

document icon For more information about Airdrop ServiceNow Support, refer to the following article: ServiceNow Airdrop

Bitbucket

Bitbucket Snap-in Upgrade

We have introduced new features in our Bitbucket integration to help automate mundane tasks for developers by syncing their work and providing real-time issue and status updates based on code activity.

New features:

Automatic creation of issues inside DevRev when a new PR is raised or a branch is created based on user preferences.
Magic commands like '/close' and '/toward' in a PR body can link a PR to multiple issues and close them upon merge.
Automatic task creation with reminders inside DevRev for PR reviewers, which are automatically marked as completed after the review is finished in Bitbucket.
Automatic reminders if a PR is inactive for more than a specified number of days.

Build App

The sprint associated with linked issues on a ticket or part is now visible, providing better context and tracking. Users can view sprint details directly within the linked issue.
Previously, users needed to exit the ticket or issue creation process to create a part before linking it. With this update, parts can now be created and linked directly within the ticket or issue creation flow, allowing for an uninterrupted workflow.

document icon For more information about Build App, refer to the following articles: ‣ Build best practices ‣ Build ‣ Build

CSAT

Users can now choose to send the CSAT survey either only once per ticket or each time a ticket is reopened and closed. This allows for more tailored feedback collection.
Users can now configure a delay between ticket resolution and sending the CSAT survey to customers, providing more convenient feedback collection timing.
Customers can now specify conditions in workflows to set the send_survey attribute to true. The CSAT snap-in will honor this attribute, ensuring surveys are sent only for tickets meeting specific criteria.

document icon For more information about CSAT, refer to the following articles: ‣ CSAT on ticket ‣ CSAT on conversation

Command shortcuts for quick actions

Enhancement: Command Shortcuts for Saved Replies

This feature enables one-click shortcuts for pre-defined responses, helping frontline teams avoid redundant replies and actions. Benefits include boosted productivity, increased consistency and accuracy of responses, and higher customer satisfaction.

Key features:

Create and apply commands to send canned responses with placeholder variables that are contextually resolved.
Easily edit and manage your commands, sharing them with relevant teams or the entire organization.
Easily preview the saved response before selecting a command, and edit and customize the auto-filled message before sending it out.

Conversation and Ticket Management

The Needs response indicator is automatically set to true whenever a message is received from the customer. However, not all customer messages require a response. We've introduced a Needs response toggle on the ticket pane, allowingcustomer experience engineers to easily toggle it off if the customer message doesn't require a response.

document icon For more information about Conversation and Ticket Management, refer to the following articles: ‣ Tickets ‣ Conversations

DevU Experience

Fix: The typing indicator, indicating that another user is responding to the ticket, is now available in the email composer.

Email Composer

When using @ to mention someone in the email composer, the selected person is now automatically added to the Cc list. Although removing the @mention will not remove the person from the Cc list.
The email composer can now be expanded and collapsed, with the default state set to collapsed for an improved email viewing experience.
Users can now add inline images directly within the email composer to enhance email content.

Email Integration

You can now select a user to receive notifications for the following two scenarios:
- When customer emails fail to be ingested by the system
- When a customer is marked as a spammer for exceeding rate limits
This makes it easier to stay informed about important email issues.
Customer experience engineers can now personalize their signatures in the My Settings section of the email snap-in, adding individuality to their communication. Automated comment emails will still use the organization-wide signature for consistency, ensuring professional interaction with customers while maintaining uniformity in responses.
Fix: Do not create a conversation if the sender's email is the same as the configured support address.
Customers who send over 30 emails in 10 minutes are labeled as spammers. Their next 100 emails within 24 hours are directed to spam and they are then blocked for 24 hours. During this block, their emails are not ingested by the system, meaning no tickets or conversations are created—they are simply dropped. Customer experience engineers can remove the `spammer` tag from a customer's contact record if marked by mistake. The number of emails considered in the 10-minute and 24-hour window is configurable.

document icon For more information about Email Integration, refer to the following article: Email

Knowledge Base Management

Article analytics help you monitor how your articles are performing. The analytics include information such as total views, unique views, upvotes, downvotes, time spent on each article, and more. Additionally, we offer filters that enable you to delve deeper into where your article was viewed (PLuG vs Portal), user types (Logged in vs Logged out), and even at the account level.

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

Qase Integration

Qase Snap-in

Integration with test case management and execution tool Qase with DevRev to foster tighter collaboration between product and QA teams.

New Features:

Link DevRev Issues to Test Cases and Test runs so that product and engineering teams inside DevRev have full visibility of test cases being executed for their work items and test case execution reports to track test case failures and passes
Automatic issue creation from defects filed in Qase while executing test runs so that engineering can get notified and work on fixing the bugs found

Search within vista

We're thrilled to introduce the ability to perform localized searches within Vistas. After applying filters, you can now quickly search for issues and tickets that match the applied criteria. Clicking on a search result will display the relevant item while preserving the original search results in the view, ensuring seamless navigation and efficiency.

This enhancement simplifies finding specific records and improves your overall workflow experience. Enjoy faster and more precise access to the information you need!

Spam Management

The spam shield snap-in analyzes initial customer messages to determine spam, using advanced algorithms. This ensures support teams focus on genuine interactions.

Features:

User-controlled spam management: Choose to mark conversations or tickets as spam or suggest, for nuanced management.
Efficient spam detection: Quickly detects and flags spam, reducing agent time on spammy conversations.
Cross-channel compatibility: Analyzes messages from various channels for comprehensive spam management.

Platform improvements:

Tickets with linked issues can't be marked as spam.
Warning prompts for marking verified users as spammers, ensuring conscious decisions.

Sprint mode

You can now update the sprint field directly from the list view using inline edit. This enables quick sprint adjustments without navigating away from the list view.

document icon For more information about Sprint mode, refer to the following article: Sprint mode

Twilio Integration

To create a single source of truth for all customer problems, DevRev has integrated with Twilio to record customer support requests raised via phone. Customers can now raise their concerns by calling the provided support number on Twilio. Each call creates a support ticket with the call recording, caller identity, and call transcript, enabling the support team to maintain complete context of the customer problem.