The Jira Airdrop Snap-in enables you to keep track of your work no matter where it happens. You can migrate issues and users for an easier onboarding experience or sync Jira issues so you can leverage both systems.

## How it works

Jira Airdrop provides various options for importing and synchronizing issues and users from Jira. Whether you need to import one project or multiple, choose between one-way sync from Jira to DevRev or bi-directional to keep both systems in sync.

## Features

**Recipe mapping**

Recipe mapping ensures no critical Jira fields, even custom ones, are overlooked. You can select what to migrate and let our recommendations guide you on how to optimize the migration process for your Jira projects.

**Import**

The import feature allows for a one-time bulk migration of a Jira project. It utilizes recipe mapping, ensuring you bring over only what's essential and leave unnecessary data behind.

**Sync to DevRev**

Using the sync to DevRev functionality, you can re-synchronize a prior import to incorporate any new issues or modifications to previously imported items from a Jira project.

**Sync to Jira**

The sync to Jira functionality enables you to update modifications made in DevRev to Jira projects that were previously imported. Additionally, you can synchronize new work items created in DevRev to Jira.

## Installation

For detailed installation and configuration instructions, refer to the [Jira Airdrop documentation](https://docs.devrev.ai/integrations/jira).


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DevRev Marketplace

Jira

Bidirectional sync to coexist delightfully with Jira, and transition to DevRev at your own pace.

The GoodMeetings snap-in enables you to transform your meetings into actionable items by intelligently aligning discussions with tasks assigned at a user level. It streamlines your workflow, allowing you to focus on business growth and nurturing client relationships.

## Features

### Automated meeting sync:

Your meeting recordings and relevant metadata seamlessly integrate into DevRev’s Engagements without manual input.

### Fully autonomous to-do list:

Each day, wake up to discover your Tasks automatically curated based on commitments established in both customer and internal meetings, all within DevRev.

## Installation

For detailed installation and configuration instructions, refer to [here](https://goodmeetings.ai/devrev-snap-in/).

## Contact

To contact the developers , send an email to hello@goodmeetings.ai

logo1.webp

Goodmeetings

Streamline your customers meetings, create summary and action items with Goodmeetings and DevRev

The Zendesk Airdrop Snap-in simplifies importing contacts, tickets, and users from Zendesk into DevRev. It enables you to review customer support data or link customer tickets to DevRev's build app to streamline development and review processes. You can also keep your Zendesk tickets and DevRev tickets in sync, allowing you to work out of DevRev seamlessly.

## Features

**Import**

A one-time import enables you to quickly transfer essential contacts, tickets, and user information from Zendesk to DevRev, sparing you manual data entry across multiple systems, and ultimately saving time and effort.

**Sync to DevRev**

The sync to DevRev enables you to synchronize new items and updates since the last import, ensuring that your DevRev data remains current without the need for frequent manual imports.

**Sync to Zendesk**

The sync to Zendesk feature allows you to apply modifications made in DevRev to previously imported Zendesk items. You also have the option to create new items in DevRev for synchronization with Zendesk.

## Installation

For detailed installation and configuration instructions, refer to the [Zendesk Airdrop documentation](https://devrev.ai/docs/integrations/zendesk).


zendesk.svg

Zendesk

Get started with DevRev support or build with real data from Zendesk.

The Salesforce Airdrop Snap-in simplifies importing accounts, cases, and users from Salesforce into DevRev, offering comprehensive customer insights. This data empowers you to prioritize development efforts and enhance customer support. Additionally, it enables seamless workflow by synchronizing Salesforce cases and DevRev tickets, allowing you to work efficiently within DevRev.

## Features

**Import**

A one-time import streamlines the process of importing all relevant accounts, cases, and user data from Salesforce into DevRev. Eliminating manual data entry across multiple systems saves you time and effort.

**Sync to DevRev**

The sync to DevRev enables you to synchronize new items and updates since the last import, ensuring that your DevRev data remains current without the need for frequent manual imports.

**Sync to Salesforce**

The sync to Salesforce feature allows you to apply modifications made in DevRev to previously imported Salesforce items. You also have the option to create new items in DevRev for synchronization with Salesforce.

## Getting Started

For detailed installation and configuration instructions, refer to the  [Salesforce Airdrop documentation](https://docs.devrev.ai/integrations/salesforce).


salesforce.svg

Salesforce

Import your Salesforce accounts, cases and users.

The HubSpot Airdrop Snap-in simplifies the process of leveraging HubSpot customer records to enhance [DevRev Support](https://devrev.ai/support).

## Features

**Import**

The import feature enables a one-time transfer of HubSpot companies and contacts.

**Sync to DevRev**

Using Sync to DevRev, you can re-synchronize a prior import to incorporate any new entries or updates to previously imported HubSpot records.

## **Installation**

For detailed installation and configuration instructions, refer to the [Hubspot Airdrop documentation](https://devrev.ai/docs/integrations/hubspot).


hubspot.svg

HubSpot

Leverage your existing HubSpot customer records via DevRev.

# GitLab for DevRev

Sync GitLab and DevRev so issue status is always real-time and driven by code.

## Overview

![image](https://raw.githubusercontent.com/shashankcube/image/main/gitlab%20automation.png)

Connect GitLab with DevRev, and ensure your work stays in sync between the two systems, such that issues and statuses are always real-time and driven by code activity. GitLab for DevRev is a snap-in that has been used by several organizations, and ties DevRev issues closely with Git activities, eliminating the need for humans to manage issues.

Why should you un-manage your work? You should use this snap-in if you want to reduce work about work. Let machines manage issues, including creating and updating statuses, so developers can focus on work that matters. You’ll resonate with this, if you have ever:

- Delivered a hot-patch and realized you never had an issue to track it

- Wasted time just updating your team on the status of an issue

- Or just felt that creating and managing issues is a distraction

If your team’s best practice is to link your GitLab activity to an existing issue-ID during branch creation, commits and MRs, then this automation will honor that and enable a GitLab driven issue state, without auto creating issues. We can link your DevRev issue to GitLab activity, through mention of issue-ID in branches, commits, and PRs.

However, if you choose to work in GitLab and never created or linked an issue, you shouldn’t have to sweat it. This automation will automatically create issues that track all associated commits, branches and merge requests. The auto-created issue is enriched with MR description and related GitLab events. The status of these issues is driven by GitLab activity, and the issues will auto-transition stages, from In Development to In Review, and Closed. Your work is always accounted for and more importantly your team members have visibility and know what you’ve been up to, resulting in fewer interruptions.

## Features

This automation is powerful, and has several configurable features. As they say, the power is in the defaults! When you install this snap-in, DevRev configures defaults that are tried and tested. You always have the option to customize further.

### Automatic status updates

You can associate GitLab commits, branches and merge requests with the DevRev issue they correspond to. Doing so allows you to see GitLab activity in the corresponding DevRev issue and to act on those events, allowing you to automate away your manual tasks. Mention DevRev issues in GitLab, and route the relevant GitLab events to this issue. They can be mentioned either as display IDs (ISS-34) or object IDs (issue:34), case insensitively. A DevRev issue can be mentioned in branch names, commit messages, or MR titles.

### Autocreate issues from GitLab branch

If you do not explicitly associate your DevRev issue to GitLab branches, commits or MRs, then DevRev can autocreate your issues so you have an account of all your GitLab activity. This feature automatically creates an issue when a new branch is created, and tracks all associated commits and merge requests on this issue. The auto-created issues will move status based on Git activity, to in development based on branch and commit activity, and in review when MRs are created and merged. If desired, when MRs are merged, you can personalize the automation to move the issue to closed status. However, this template by default will keep the issue in an open state.

### Autocreate issues from GitLab MRs

You can choose to automatically create issues when a new MR is created, and it is not linked to an existing DevRev Issue. The behavior is similar to how issues are auto-created with new branches. The auto-created issues will move status based on Git activity, and events are posted on the DevRev issue timeline. If desired, when MRs are merged, you can personalize the automation to move the issue to closed status. However, this automation by default will keep the issue in an open state.

Issues autocreated from GitLab branches or MRs are called 'autonomous issues'. They have the tag `autonomous`.

### Attribute part to autonomous work

This automation will infer the part from a repository if possible. If not, the issue is created with a specified default part. You can configure the default part while setting up this snap-in. Every issue on DevRev must have a part attribution.

### Enrich autonomous work descriptions

Enrich autonomous issues with information derived from GitLab MR events. The title and description of an autocreated issue is enriched with the MR data. When a new GitLab MR is opened or edited, then the related autonomous issue description is updated with the latest MR description. If the user has removed the auto generated text, then the automation will no longer update the description from MRs. Similarly, autonomous work titles are updated with the MR title, if the user hasn’t already updated it.

### Link autonomous work with related issue

Create a related link between the work-items mentioned in the MR body and the autonomous issues tagged with the branch/MR. When a new GitLab MR is opened/edited, for all the autonomous tagged work items(by branch/MR), automatically mark the issues mentioned in the MR as related.

### Automatically close autonomous work

Autonomous work gets closed when its related MR is merged. However, if there is no MR activity on this work, then the autonomous work is closed after configurable period.

### Automatic MR tasks

When a merge request is requested or reopened, a DevRev task is created for you. In order for this automation to be triggered, you'll need to link your merge requests to DevRev issues. If your MR is removed, merged or closed, then the Task gets deleted. However, if you submit your MR review, then the task is closed.

### Automatic MR reminders

When a merge request is inactive for more than a specified number of days, then this automation will post a message in all related DevRev issues. You'll need to link your GitLab merge request to DevRev issue to enable these reminders. There are several ways to link your GitLab merge requests to DevRev issues. You can do so by mentioning the DevRev issue ID in the merge request title or body, or mention it in the branch name or commit message. Reminders are also posted for issues created autonomously.

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Gitlab

Connect GitLab with DevRev to sync your work and receive real-time issue and status updates based on code activity

## Snowflake

With this snap-in you can integrate Snowflake and DevRev to import account, contact, and opportunity data seamlessly between the two. Use `/initialize_snowflake_import` command in the snap-in **Discussions** tab to start the import process.

## Features

- **Account data import**
  Effortlessly migrate and update customer account details from Snowflake to DevRev, keeping your records accurate and up-to-date.

- **Opportunity data handling**
  Transfer sales opportunities data, allowing your teams to track potential revenue streams effectively within DevRev.

- **Automation and Efficiency**
  Set up automated schedules to run imports at defined intervals, reducing the need for manual intervention. Support for bulk data imports to streamline large-scale data migrations.

- **Data Enrichment and Transformation**
  Validate and clean data during the import process to maintain high-quality records in DevRev. Transform data to match the required format and structure within DevRev. Automatically import custom fields to capture all necessary information from Snowflake. Perform data transformations on the fly to match DevRev’s schema, ensuring seamless integration.


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Snowflake

Transform and sync your Snowflake data to DevRev seamlessly in real time.

## ReadMe

Transform your readme.com guides into articles with DevRev’s ReadMe snap-in. This efficient tool streamlines the migration process, eliminating the need to manually duplicate your existing knowledge base in DevRev.

## Features
* **Automated article upsertion**: This snap-in extracts all articles from your Readme account, creating articles that populate your knowledge base effortlessly.
* **Knowledge base updates**: Keep your knowledge base relevant. With a single command, sync outdated articles. Updated content will be reflected, and new articles will be generated as needed.


## How to use

### Importing articles for the first time
1. In the snap-in **Discussions** run the `/initiateArticleImport` command to start the import process.
2. The snap-in will fetch the articles from Readme and import them to DevRev platform.
3. Once the import is completed, the snap-in will send a message in the **Discussions** with the status of the import.

### Updating your articles

1. Navigate to the snap-in **Discussions** tab on the right and enter the command `/initiateArticleImport`.
2. This command will synchronize the articles in the app with your ReadMe account. Articles with updated content will be refreshed, and any new articles that were not previously present will be created.

readme.svg

ReadMe

Transforms ReadMe Guides into Insightful Articles.

## How it works

This snap-in integrates FullStory session data with a ticket. It retrieves session data for specific users in the 'Reported By' field in the ticket from FullStory and updates the corresponding work items (tickets) in DevRev with this session information. The integration is particularly useful for adding user activity context to support tickets.

## Installation

1. In **Settings > Connections**, create a **Snap-in secret**.
2. Add your FullStory token as the snap-in secret.
3. Configure the 'Number of Days' parameter to specify the time range for fetching FullStory sessions. This parameter determines the number of days in the past you wish to include in your session data retrieval.


fullstory.svg

FullStory Sessions

Bring sessions from FullStory into DevRev.

# Exotel

With the aim of having a single source of truth for all customer problems, DevRev has integrated with Exotel so as to record the customer support requests raised via phone. Customers can now raise their concerns by calling the provided support number on Exotel. Each call creates a record associated with the caller contact, enabling the support team to maintain a complete context of the customer's problem.

## Features

1. Seamless contact association: Every call is automatically linked to the correct contact in DevRev to maintain context. This connection provides a complete view of all customer interactions, allowing for consistent, personalized support across all channels.
2. Comprehensive call tracking: Essential call details, including call duration, call recording, and call type, are captured along with each call record. This information provides a fuller understanding of customer interactions, helping in improving response quality and maintaining accurate records.

## Installation

For detailed installation and configuration instructions, refer to the [Exotel documentation](https://docs.devrev.ai/integrations/exotel)


exotel.svg

Exotel

DevRev's integration with Exotel enables seamless recording of customer support calls. Each call generates a record linked to the caller, ensuring the support team has full context for effective issue resolution.

This snap-in sends a notification through Slack to user configured channels, tagging the ticket's owner and subscribers, when a ticket's SLA changes into the _Warning_ or _Breached_ stage.

## How it works

The moment a ticket's resolution time SLA changes to the _Warning_ or _Breached_ state, a Slack message gets sent automatically to the user configured channels. The message contains the ticket owner, ticket name, customer it applies to, and the state the SLA changed to. If the SLA moved to the _Warning_ state, then the date in which it will be beached is added to the message as well.
  
## Features

- Instant notification on Slack as soon as a ticket's SLA moves to _Breached_ or _Warning_.

- Messages are sent to different channels depending on ticket subtype, severity, and part.

- Configurable parameters such as skipping tickets with target end date or matching child parts.
  
## Installation

For detailed installation and configuration instructions, refer to the [Snap-in's documentation page](https://docs.devrev.ai/automations/sla-change-notifier).
  


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SLA Status Change Slack Notifier

Get instantly notified on Slack on changes in your ticket's SLA status.

# Slack configurable notifier

The Slack configurable notifier snap-in sends data to a specified Slack channel daily at 8 AM PST, based on the user's configured settings.

## **Configurations**

- Slack Personal Access Token (PAT) - This token authenticates Slack and is utilized to post messages to the specified Slack channel.

- Data configuration - This is the configuration that the user must define, determining how messages are posted to the specified Slack channel.

- Slack channel ID - The ID of the Slack channel where the blocker tickets report will be posted.

## **Features**

- Fetches all configured data.
- Formats the data into message blocks for posting in the Slack channel.
- Posts the formatted report to the specified channel.
- To manually trigger the snap-in, type `/postslackmessage` in the **Discussions** tab and press Enter. It is recommended to refresh the page after installing the snap-in before running the command.

## How to Use

1. Configure the Slack Personal Access Token, Data Configuration and Slack Channel ID.
2. Verify if the Data Configuration is a vaid JSON parseable string and all the queries are working as intended.
3. Make sure that any variable name in either title or message is same as that of column names in query output schema.
4. Install the snap-in. It will fetch all configured data every 24 hours and post a report to the configured Slack channel.
5. To stop the notifications, simply deactivate or delete the snap-in from DevRev.

## Example: Data Configuration

1. Each array item in data configuration below is taken as a separate message block.
2. Adding the `is_divider: true` block adds a divider between the previous block and the next block.
3. Adding `is_code: true` to any block, posts it as a `code_block` in slack.
4. Adding `list_type: "ordered"` to any block, posts the data in that block as a ordered list. By default it is unordered.
5. If you add any variable name to `currency_field`, it gets formatted and gets appended by `currency_type` default value of which is `$`. Make sure to add only variables of type integer to this array, otherwise they doesn't get formatted. Example: `1000000` gets converted to `$1.00M`
6. If you want to add any field or variable which can be retrieved from atoms.get API, you can specify that json path in the variable starting with `atom.`. Example variable which can be added to title/message: `{atom.account.display_id}` or `{atom.title}`. Make sure the path to the item is correct, otherwise it would be replaced by `NaN`.
7. Make sure if any variable of type atom is added in title/message, it's mandatory to retrieve object_id as a part of query and the name of that paticular id column should be specified as {"atom_call_column": "id_column_name"}
8. For adding any hyperlink, you need to add URL and text as done here: `<{URL}|{text}>`
9. For any further formatting, it should be handled in the query itself and the snap-in will replace the variable as it.

```
dataConfig = [
{
   "title": "In last 24hrs:",
   "is_code": true
},
{
   "is_divider": true
},
{
   "title": "Top 3 Opportunities upstaged for this quarter",
   "message": "{fullname} | {acv} | <{opp_url}|{display_id}> | Moved from {stage_prev} to {curr_stage}",
   "query": "Please write your query here and make sure to write only a DuckDB specific query. Also make sure that your query use the table name as it is mentioned in tables array. Don't include 'system.' or any other prefix in table names",
  "tables": [],
  "noDataMessage": ""
  "currency_fields": ["acv"],
  "currency_type": "$",
  "list_type": "ordered"
}
]
```


Slack Notifier Bot

Post Message to Slack Channel according to the configuration

# Work items part updater

The **Work items part updater** snap-in updates parts of historical tickets/issues by filtering work items based on the selected part and updating it according to the search results.

## Features

1. **Trigger Condition**: When the `/start_part_update` command is entered in the **Discussions** section of the snap-in, it updates the part of historical tickets/issues.
2. **Track Status**: The progress of the updates is monitored in the **Discussions** section of the snap-in.

## Installation

For detailed installation and configuration instructions, refer to the [Work items part updater documentation](https://docs.devrev.ai/automations/auto-update-parts).




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Work Items Part Updater

Automate the updation of part for historical tickets/issues

# Instabug for DevRev

Seamlessly bring user feedback from Instabug into DevRev.

## Features

This snap-in integrates with Instabug to automatically create tickets or issues in DevRev from user reports, linking them to a specific part of your product. Configure whether Instabug reports should be created as issues or tickets, select a default owner, and add tags optionally.

## Installation

For detailed installation and configuration instructions, refer to the [Instabug integration documentation](https://devrev.ai/docs/integrations/instabug).


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Instabug

Create tickets or issues from Instabug in DevRev.

## Overview

Creating delightful customer journeys starts with having reliable, validated user identities at every step. The Descope snap-in for DevRev provides user email validation through OTP authentication right within your PluG widget. Authenticating users in-context without any redirects provides a native experience.

This snap-in enables several use cases across teams such as:

- Providing clean, accurate lead data for marketing teams
- Routing qualified conversations to sales teams
- Having consistent user identities across pre and post signup processes

Ensuring your users are who they say they are helps streamline operations, save time on frivolous conversations, and provide a secure and frictionless user experience.

## Features

### User email validation

Authenticate users with the “possession factor” of their email account with one-time password (OTP) validation. Request the user for their email and have them input the OTP within the PluG widget.

## Installation

For detailed installation and configuration instructions, refer to [Descope identity validation](https://docs.devrev.ai/automations/descope-identity-validation) documentation.


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Descope Identity Validation

This automation infers whether a Ticket is a Bug or Feature based on the content of the ticket and adds the tag - Bug or Feature Request accordingly using Turing. It also allows updation of the ticket stage to Awaiting Product Assist in case of Bugs.


The Reported By Enricher snap-in updates the **Reported By** field on ticket creation when an email is entered in a custom field. It checks if the email belongs to an existing customer in the configured account. If it does, it assigns the **Reported By** field to that customer; if not, it creates a new customer with the email and assigns the field to the new customer.

## Features

- **New customer creation**:

 If the email isn't linked to a customer in the account, the snap-in creates and associates a new customer with the configured account. If it's linked to another account, it still creates a new customer and connects it to the configured account.

- **Update reported by**:

Once the customer is created or identified, the snap-in updates the **Reported By** field with that customer.

- **Add ticket creator to reported by**:

 The snap-in adds the ticket creator to the **Reported By** field along with the other customer.

## Installation

For detailed installation and configuration instructions, refer to the [Reported By Enricher snap-in documentation](https://docs.devrev.ai/automations/ticket-reported-by).


DevRev.svg

Reported By Enricher

Enriches the Reported By field with customer or creates a new customer if the email is not a customer of the account.

The Conversation Routing snap-in adds on-call engineers to the _Support_ group based on a weekly schedule and routes conversations between them in a load-balanced manner.

## Features

- **Adding members through time events**
  
  A scheduled trigger is set once every week at 9:00 PM IST as per configuration, activating a synchronization function to retrieve designated on-call members for the current week from the Notion page. This process involves removing existing on-call members from the support group and replacing them with the newly fetched members. This automated procedure ensures up-to-date and accurate on-call assignments within the support group on a weekly basis. Moreover, every day at 9:00 PM it resets the conversation count of all group members to zero, to route conversations in a load balanced manner.

- **Adding members through slash command**
  
  To manually synchronize on-call schedules, users can type the command `/syncschedule` in the snap-in **Discussions** tab on the right. This command invokes the same function responsible for checking the current day, retrieving on-call members for the respective week, and updating the support group. Notably, even if the command is executed on a Monday, if the time is before 9:30 PM, the previous week's schedule is considered. The synchronization process involves removing existing members and adding new ones. This manual command provides flexibility for real-time updates and adjustments to on-call schedules as needed.

- **Initializing count through slash comand**
  
  To manually initialize/reset conversation count of all group members to zero, users can type the command `/intializeCount` in the snap-in **Discussions** tab on the right.

- **Reinitializing with existing count**
  
  To handle scenarios where new members are added or removed mid-week through the `/syncschedule` command, users can type the command `/reinitializeWithExistingCount`. This command resets the conversation count for any newly added members to zero while retaining the current counts for existing members. It ensures accurate tracking of contributions for on-call members without disrupting the ongoing count for others. This functionality provides flexibility in adjusting on-call schedules while maintaining consistent metrics.

## Installation

For detailed installation and configuration instructions, refer to the [Roster-Based Conversation Routing snap-in documentation](https://devrev.ai/docs/roster-based-conversation-routing).


Roster-Based-Conversation-Routing

Adding Oncall members to Support group on a weekly basis with load balanced conversation routing.

## StageFlow Automator

The stageflow automator snap-in is a subset of the convergence snap-in that provides updates on custom stages of issues-tickets and enhancements-tickets.

## Features

* Stage-based notifications on tickets or issues.
* Subtype support.
* Custom stages support.

## How to use StageFlow automator snap-in

1. Create the mapping in the CSV file using the format shown below. Ensure the CSV file includes the following columns:
    * Issue <-> Ticket Mapping
        | Issue Subtype | Issue Stage | Ticket Stage | Ticket Subtype |
        | ------- | ----------- | ------------ | ------------ |
        |         | triage      | queued       |              |
        |         | Live        | Live         |              |
        | AI/ML   | in_development      | awaiting_development       |              |
        | AI/ML   | in_development      | awaiting_development       | Project      |
        | AI/ML   | Live      | UAT       | Project      |
    
    * Issue <-> Enhancement Mapping
        | Issue Subtype | Issue Stage | Enhancement Stage |
        | ------- | ----------- | ------------ | 
        |         | triage      | ideation       |        
        |         | Live        | general_availability |             
        | AI/ML   | prioritized | prioritized |
        | AI/ML   | wont_fix    | wont_do       |       

    
    * Ticket <-> Issue Mapping
        | Ticket Subtype | Ticket Stage | Issue Stage | Issue Subtype |
        | ------- | ----------- | ------------ | ------------ |
        |         | queued      | triage       |              |
        |         | Live        | Live         |              |
        | Project   | awaiting_development      | in_development       | AI/ML      |
        | Project   | UAT      | Live       | AI/ML      |
        | Project   | INQA      | in_testing       |      |

    * Ticket <-> Enhancement Mapping
        | Ticket Subtype | Ticket Stage | Enhancement Stage |
        | ------- | ----------- | ------------ |
        |         | ideation      | triage  |            
        |         | general_availability| Live | 
        | Project   | prioritized | prioritized |
        | Project   | canceled      | wont_fix |  



Refer to the default stages documentation for each product feature:
   - [Issue Stages](https://docs.devrev.ai/product/issues#stages)
   - [Ticket Stages](https://docs.devrev.ai/product/tickets#stages)
   - [Enhancement Stages](https://docs.devrev.ai/product/enhancements#stages)

2. In the snap-in **Discussion** tab, enter `/UploadCSV`.
3. Click **Upload** to select the CSV file you created in step 1. After the file is uploaded, the "File uploaded successfully" message is displayed.
4. Reload the page.
5. In the **Configuration** tab, you can see the mapping that was created in step 1, select the toggle button to enable the mapping.
6. Navigate to **Issues** or **Roadmap**, make the necessary updates, and the linked tickets will automatically reflect the changes configured in the CSV file, notifying the ticket owner.
7. You can also determine the appropriate stage for the ticket based on the message provided by a rev user or dev user.
8. In the snap-in **Discussion** tab, enter `/StageConfig`.
9. Select the values from the dropdown for the stage transition whenever a message is given by a rev user or dev user.
10. Click **Save** to save the configuration.

StageFlow Automator

A snapin which provides stage transition on tickets based on various events.

# DSAT Survey:

The DSAT Survey snap-in enables you to automatically post a DSAT (Developer Satisfaction) survey to dev-users at the end of every sprint or at fixed time intervals, collecting valuable feedback and insights to improve your development process.

## Features

### Automated survey posting

Your DSAT surveys are automatically posted at the end of every sprint or at fixed time intervals, ensuring that feedback is collected without manual intervention.

### Customizable survey questions

Tailor your survey questions to suit your team's needs in the snap-in configuration, ensuring the feedback collected is relevant and actionable.

### Integration with Developer360 Dashboard

The DSAT Survey results are seamlessly integrated into the Developer360 Dashboard, allowing you to view and analyze the feedback directly within your usual workflow.


DSAT Survey

Post a Developer Satisfaction(DSAT) survey to dev-users at the end of every sprint or at fixed time intervals.

The Ticket Tagger is an automation tool designed to streamline ticket management. It automatically assigns appropriate tags to tickets based on the tags of the contact or their account. Tickets created by specific users (customer users) are automatically checked and tagged, while tickets from other user types are ignored.

## Features

- **Automatic tagging**  
  Automatically tags tickets created by customer users based on predefined rules.

- **Flexible tag matching**  
  Searches for tags on contacts, accounts, or both to determine tag assignments.

- **Conditional tag assignment**  
  Adds specific tags if matches are found and optionally assigns tags if no matches are found.

- **Manual trigger support**  
  Allows applying tags to pre-existing tickets using a command.

- **Event-driven automation**  
  Operates automatically when tickets are created without requiring manual intervention.

## Installation

For detailed installation and configuration instructions, refer to the [Ticket Tagger documentation](https://devrev.ai/docs/automations/ticket-tagger).


Ticket Tagger

The Ticket Tagger automates ticket organization by tagging new tickets based on contact and account details. It supports flexible matching, conditional tagging, and manual triggers, streamlining ticket management with minimal effort.

# Account tier updater

**Update the tier of the customer account based on the ARR**: The account tier updater snap-in is designed to update the account `Tier` of `Closed Won` customers based on the Annual Recurring Revenue.
- If `ARR` is greater than or equal to $100k, then the tier gets updated to **Tier1**
- If `ARR` is between $10k and $99,999, then the tier gets updated to **Tier 2**
- If `ARR` is less than $10k, then the tier gets updated to **Tier 3**

## How it works
Once an account transitions to `Closed Won`, the snap-in checks the `Tier` field and updates it based on the ARR.

## Installation
To install the account tier updation snap-in on DevRev:

1. Click **Install** next to the account tier updation snap-in.
2. Fill the configuration for **Tier 1** ARR and **Tier 3** ARR.
3. The **Tier 2** range is automatically taken as between **Tier1** and **Tier3** limit.


Account Tier Updater

Updates the Tier of Closed Won Accounts based on the ARR of the particular account.


Using the bulk work item uploader snap-in, you can upload multiple tickets or issues from a CSV file to DevRev. It can be used when migrating tickets or issues from another system to DevRev or creating tickets or issues in bulk from a CSV file.


## How it works

In the **Discussion** tab of an account, ticket, part, or issue, you can use the `upload_workitem` command to upload work items from a CSV file to DevRev.

## Feature

In the **Discussion** tab of an account, ticket, part, or issue, you can create bulk tickets or issues for customers and automatically assign them to a workspace.

## Installation

For detailed installation and configuration instructions, refer to the [bulk work item uploader documentation](https://docs.devrev.ai/automations/bulk-upload).


Bulk Work Item Uploader

Create tickets and issues for a workspace using a command and a CSV file.

## Overview

The Ticket aging snap-in helps keep your team informed about open tickets as they age. It automatically sends timeline updates to relevant users based on the specified span of days in the snap-in configuration.

### Installation and configuration

1. **Installation**: After installing the Ticket aging snap-in, proceed to the configuration settings.

2. **Specify Notification Criteria**: In the configuration settings within the Ticket aging snap-in, you can define the criteria for notifications.

   a. Specify the duration, in days from the creation date, for which you wish to receive notifications about open tickets. Separate these values with commas.
   For example, if you want to send notifications on the 10th, 20th, and 30th days following the creation date, you should populate the field with _10, 20, 30_

3. **Select Additional Users**: Besides the ticket owner, you have the option to select additional users who should receive notifications. This ensures that the right people are always kept in the loop.

4. **Save Your Configuration**: Once you've configured the snap-in according to your preferences, remember to save your settings.

Now, you're all set to benefit from the **Ticket aging snap-in**, which will help you stay on top of open tickets and ensure timely actions are taken to resolve them.


Ticket Ageing

The Ticket Aging Snap-in is a valuable automation for maintaining awareness within your team regarding open tickets as they progress through time.

# Ticket age in engineering

This snap-in adds a new attribute to tickets which automatically calculates the time spent on engineering for that ticket. The duration can be shown in hours or days.

## Features

- **Create ticket age in engineering custom fields**

  Upon snap-in installation, a custom field for **Ticket Age in Engineering** is created for the ticket object. Two additional hidden attributes are also automatically created for internal snap-in usage.

- **Automatically calculate ticket age in engineering**

  When a ticket moves into an engineering stage, the timer is started, when you move out of an engineering stage, the timer is stopped. This can be repeated through multiple sessions. Sessions are started when the ticket moves into an engineering stage from a non-engineering stage and they end when the ticket moves out of an engineering stage into a non-engineering stage.

- **Select ticket stages that reflect engineering work**

  You can select which ticket stages reflect that the ticket is in engineering.

- **Display ticket age in engineering in hours or days**

  Choose if the work duration should be shown in hours or days.

## Installation

For detailed installation and configuration instructions, refer to the [Ticket Age in Engineering documentation](https://docs.devrev.ai/automations/ticket-age-in-engineering).


Ticket Age in Engineering

Track total time spent on engineering for a ticket, based on the stage transitions of the ticket.

# Stage Breach Notifier

The stage breach notifier functionality notifies the owner and list of users when a stage of a work item is breached.

## **Features**

* **Stage-specific time-based triggers**:  It enables you to set up stage-specific time thresholds for each work item or ticket stage. This customization allows you to tailor the automation to the specific needs and priorities of different stages in your workflow.
* **Automated notification and communication**: When a work item exceeds the defined time period for a particular stage, automation automatically generates and sends updates to the internal discussion of the work item. This feature ensures that relevant team members are promptly informed of delays or potential issues, facilitating better communication and collaboration.

# How to use stage breach notifier

1. Take the data from the table below and create a CSV file. Make the required changes, such as adding custom stages, adjusting turnaround times for specific subtypes if required and deleting rows where turnaround times do not apply to stages. 
   * For example, if you want to add a custom stage called `uat` for the `Ticket` work item, you can add a row with `Ticket,uat,2` to the CSV file. Similarly, if you do not want to set a turnaround time for the `in_development` stage, you can remove the row with `Ticket,in_development,2` from the CSV file. 
   * If you want to set a different turnaround time for a specific subtype, you can add a row with `work_item,stage_name,turn_around_time,subtype_name` to the CSV file. For example, if you want to set a turnaround time of 3 days for the `work_in_progress` stage for the `Ticket` work item with the `Support` subtype, you can add a row with `Ticket,work_in_progress,3,Support` to the CSV file.
2. In the snap-in **Discussion** tab, enter the `/upload_stage_csv` command.
3. Click the **Upload** button to select the CSV file you created in step 1. After the file is uploaded, the "File uploaded successfully" message is displayed.
4. Reload the page to see the changes in the **Configuration** tab.
5. In the **Configuration** tab, select which users should be notified and click on the **Save** button to save the configuration.

## **CSV file format**
| work_item   | stage_name                 | turn_around_time (days) | subtype                 |
| ----------- | -------------------------- | ----------------------- | ----------------------- |
| Ticket      | queued                     | 2                       |                         |
| Ticket      | work_in_progress           | 2                       |                         |
| Ticket      | awaiting_product_assist    | 2                       |                         |
| Ticket      | awaiting_development       | 2                       |                         |
| Ticket      | in_development             | 2                       |                         |
| Ticket      | awaiting_customer_response | 2                       |                         |
| Issue       | triage                     | 2                       |                         |
| Issue       | backlog                    | 2                       |                         |
| Issue       | prioritized                | 2                       |                         |
| Issue       | in_development             | 2                       |                         |
| Issue       | in_review                  | 2                       |                         |
| Issue       | in_testing                 | 2                       |                         |
| Issue       | in_deployment              | 2                       |                         |
| Opportunity | qualification              | 2                       |                         |
| Opportunity | stalled                    | 2                       |                         |
| Opportunity | validation                 | 2                       |                         |
| Opportunity | negotiation                | 2                       |                         |
| Opportunity | contract                   | 2                       |                         |

Stage Breach Notifier

Timely notification of stage breaches for tickets, issues, and opportunities

# Slack Blockers Notifier

Slack Blockers Notifier is a DevRev snap-in that sends reminders about tickets with 'Blocker' severity to a specific Slack channel.

## **Configurations**

- Slack Personal Access Token (PAT) - This is the authentication token for Slack. It is used to post messages to the configured Slack channel.

- Slack channel ID - The ID of the Slack channel where the Blocker tickets report will be posted.

## **Features**

- Fetches all tickets with 'Blocker' severity from DevRev.
- Posts a report to a specific Slack channel with details of all Blocker tickets.
- If no Blocker tickets are found, it posts a positive message to the Slack channel.

## How to Use

1. Configure the Slack Personal Access Token, and Slack Channel ID.
2. Install the snap-in. It will fetch all Blocker tickets every X hours and post a report to the configured Slack channel.
3. To stop the notifications, simply deactivate or delete the snap-in from DevRev.

NOTE: By default the reminders are sent on every Monday and Friday at 6.30 AM (UTC). If you want to configure a different time, reach out to DevRev support using the PLuG widget within your DevRev instance.


Blockers Slack Notifier

This automation sends reminders about tickets with 'Blocker' severity to a specific Slack channel.

The Search Node snap-in includes the custom operation Get Relevant Objects, which is available in the Workflow Builder upon activation. This automation gets the list of relevant objects for the given search query.

## Feature

- **Search Node**: Gets the list of relevant tickets/conversations/users/parts for a search query.

## Installation

For detailed installation and configuration instructions, refer to the [Search Node documentation](https://docs.devrev.ai/automations/search-node)


Search Node

# Tag creation

The tag creation snap-in processes a CSV file to efficiently create multiple tags in DevRev. For each tag listed in the CSV, it verifies whether the tag already exists. If it doesn't find an existing tag, it proceeds to create a new one.

## How to use the snap-in

1. Open the snap-in discussion thread.
2. Enter the slash command: ```/create_tags```.
3. Attach your CSV file containing the list of tag names.

For example, `tags.csv` file:

```csv
Tag 1
Tag 2
Tag 3
Tag 4
Tag 5
```


Bulk Create Tags

Streamline the creation of multiple tags in DevRev by uploading a CSV fil.

This snap-in is an automation that cleans up the DevRev instance by deleting contacts that have no tickets, conversations, or opportunities linked to them.

## How it works

This automation runs on a daily basis, checking for unverified contacts that have no objects linked to them. These objects are tickets, conversations, and opportunities. Every unverified contact that has been created a configurable amount of days in the past, and has no object linked to it, will be deleted from the DevRev instance.

To avoid interrupting ongoing sessions, 24 hours ago is the minimum allowed time period. The first run does not delete all current unverified users in case this deletion should not be applied retroactively and since there are potentially too many users for the approach used by this snap-in to delete.

## Features

- Clean up your instance of unverified users with no objects linked to them.

- Runs daily, deleting users that have been created a configurable amount of time in the past and are still unverified.

- Checks for tickets, conversations, and opportunities linked to the contact. If there is at least one object linked, then the contact is not deleted.
  
## Installation

After installing the snap-in, no further configuration is needed for it to run.


Delete Unverified Contacts

Delete unverified contacts that are not linked to any object after a certain period of time.

# Ticket linked issues comment sync

The Ticket linked issues comment sync snap-in enhances collaboration between support and engineering teams by automatically synchronizing comments between linked tickets and issues in DevRev. When a comment is added to a ticket, it is replicated to all linked issues, ensuring all stakeholders have access to the same information.

## Features

- **Ticket-to-issue comment synchronization**: Comments from tickets are automatically replicated to all linked issues, maintaining context and ensuring engineering teams have access to the same information without manual duplication.

- **Context preservation**: Each synchronized comment includes a prefix indicating the original author and source ticket (for example, "Posted by _user_handle_ from _TICKET-ID_"), ensuring transparency about the comment's origin.

- **Organized comment threads**: Maintains separate threads for internal discussions and customer messages, improving readability and preventing comment duplication.

- **Attachment support**: File attachments in comments are preserved during synchronization, ensuring complete context transfer including visual and document references.

- **Automatic schema management**: Creates and manages necessary custom fields for tracking comment relationships via app fragments for seamless integration.

- **Flexible comment structure**: Configurable options to display synchronized comments either in a threaded structure or flat structure, based on team preferences.

## Installation

For detailed configuration instructions, refer to the [Ticket Linked Issues Comment Sync documentation](https://devrev.ai/docs/automations/ticket-linked-issues-comment-sync).


Ticket Linked Issues Comment Sync

Automate the syncing of comments from tickets to linked issues.

## Auto part creator

Snap-in that automatically creates sub-parts under the main part whenever an account transitions to _Closed Won_.

The snap-in enables the automatic creation of parts (a **feature** and an **enhancement**) with the details of the **Account** under the part that is given in the configuration (Ex: `CSS: Customer Implementation` part) whenever an account's forecast state changes to _Closed Won_.

### How to use the snap-in

- Fill the configurations (that is Select the part under which the sub-parts need to be created) and deploy the snap-in.

- After deploying the snap-in, whenever the account gets created or updated with the **Forecast Category** as _Closed Won_, the snap-in gets triggered.

- Then a **feature** gets created and linked to the selected main part and an **enhancement** gets created and linked to the
  newly created **feature**.

- The created parts will include information such as the name, description, and the owners sourced from the account.

- The custom field named `CSS Implementation Tracker` gets auto-populated with the path to the created **feature**.


Auto Part Creator

Auto Creates sub parts under the main part whenever an account transitions to Closed Won

## Auto Assign SE

The **Auto assign SE** snap-in automates the assignment of support engineers based on account field updates, ensuring efficient workload distribution and compliance with predefined conditions.

## **Features**

- **Trigger-based assignment**: Listens for changes in selected account fields. When those fields reach certain values, the automation assigns a support engineer.

- **Field validation**: Checks for additional fields and conditions before making an assignment.

# How to Use Auto Assign SE snap-in

1. In the **Configuration tab**, specify:

- Trigger Field: The account field to monitor for updates.

- Trigger Value: The value that activates the assignment process.

- Assign Field: The field where the selected support engineer will be assigned

- Support Engineer Group: The group to pick engineers from.

- Extra Fields and Conditions: Any additional fields and their required conditions.

2. Click **Save** to save your configuration.

3. Click the **Install** button to initiate the installation process.


Auto Assign SE bot

Assigns a support engineer from the designated group to the account when specified fields transition to the configured values, ensuring equitable workload distribution.

This snap-in enables seamless integration by automatically associating meetings with their relevant opportunities upon meeting creation or update.
 
## Features

- **Automated Opportunity-Meeting Sync**

Automatically links meetings to opportunities when an attending prospect is a contact within that opportunity. Ensures that every new or updated meeting is correctly associated with the corresponding opportunity.


Link Meeting with Opportunity

The custom field migration snap-in is designed to facilitate the migration of custom field values across various DevRev objects, including accounts, issues, tickets, opportunities, and contacts. It efficiently processes data in batches, transferring values from a specified source field to a target field while managing state through cursors for reliable execution. 

## Features

- **Versatile field mapping**: The snap-in is capable of transferring values from a specified source field to a target field for multiple object types, including accounts, issues, tickets, opportunities, and contacts. It dynamically adjusts based on the object's structure, ensuring accurate field mappings across different objects.
- **Automated execution**: The snap-in is designed to start using command and run automatically using event scheduler, processing batches of objects efficiently. It handles state management to ensure that all relevant objects are processed without interruption.
- **State management**: The snap-in maintains the state of processing (cursor) to ensure it can resume from where it left off in case of any interruptions. 
- **Optional source field unsetting**: After migrating values from the source field to the target field, the snap-in offers the flexibility to unset or clear the source field. This ensures that data is transferred and optionally removed from the original field to avoid duplication or confusion. Users can toggle this behavior through a configurable setting.

## Installation

For detailed installation and configuration instructions, refer to the [Custom field migration documentation](https://devrev.ai/docs/automations/custom-field-migration).


Custom Field Migration

Automate the migration of value from the source field into the target field across Devrev objects.

# Ticket email notifier

The **Ticket email notifier** snap-in automatically sends email notifications for specific ticket types. When a ticket of the selected subtype is created, it generates and sends a customized email.

## Features

1. **Automated email notifications:** Sends emails automatically when tickets of predefined types are created.
2. **Customizable email templates:** Use placeholders for ticket details (e.g., title, description, owner) to create dynamic email content.
3. **Recipient management:** Define email recipients based on teams, or individual addresses, ensuring notifications reach the right people.
4. **Ticket-subtype filtering:** Specify which ticket subtypes should trigger notifications, such as bugs, feature requests, or other subtypes.

## Installation

For detailed installation and configuration instructions, refer to the [Ticket Email Notifier](https://docs.devrev.ai/automations/ticket-email-notifier) documentation.


Ticket Email Notifier

Automatically send personalized email notifications for every new ticket.

# Work duration for issues and tickets

This snap-in adds a new attribute to tickets and issues which automatically calculates the work duration for that item when it is closed (time elapsed from creation to closure). The duration can be shown in hours or days.

## Features

- **Create work duration custom fields**

  Upon snap-in installation, a custom field for **Work Duration** is created for ticket and issue objects. Two additional hidden attributes are also automatically created for internal snap-in usage.

- **Automatically calculate work duration**

  When an issue or ticket is created or reopened, the work duration timer is started. When the work item is closed the timer is stopped and the work duration attribute is automatically added, displaying the time elapsed. This can be repeated through multiple sessions. If the work item is reopened, the work duration attribute is removed and will be readded once the item is closed again.

- **Display work duration in hours or days**

  The snap-in can be configured to display the work duration in hours or days.

## Installation

For detailed installation and configuration instructions, refer to the [Work Duration documentation](https://docs.devrev.ai/automations/work-duration).


Work Duration

Automatically calculate work duration for tickets and issues.

Commands surface expander snap-in enhances the functionality of command management within an organization by enabling the attachment of specific surfaces to each command. This ensures that commands are scoped and accessible within their intended environments.

## Features

- Allows administrators to attach desired surfaces or contexts to commands.
- Enables the application of contexts to multiple commands at once for streamlined configuration.
- Facilitates easy addition or removal of contexts.

## Installation

For detailed installation and configuration instructions, refer to the [Commands surface expander documentation](https://devrev.ai/docs/automations/commands-surface-expander).


Commands surface expander

Commands surface expander snap-in enables expansion of surfaces for created commands.

## Private notes

This slash command allows users to add private/internal notes to the conversation object. The configuration provides options to send these messages within the **Customer messages** or the **Events** tab.

Usage: `/note <message>`


Private Note

Empowering agents to jot down personal notes and seamlessly share messages as notes for other agents to quickly catch up.

# Ticket issue field migration

The Ticket issue field migration snap-in automates the transfer of custom field values from tickets to new linked issues in DevRev. It checks for empty or undefined fields and fills them with corresponding ticket values based on the field mappings specified in the configuration input. The process features robust error handling, detailed logging, and appends a summary comment to the timeline for easy update tracking.

## Features

- **Automated field migration**: Seamlessly transfers custom field values from tickets to linked issues when the link is newly created.```
- **Field validation**: Verifies whether a field in the issue is empty or undefined before updating, thus avoiding the overwriting of existing values. This ensures the integrity of data during the migration process.
- **Configurable mappings**: The snap-in utilizes user-defined field mappings to determine which fields to migrate. It can handle multi-field input, transferring values from tickets to issues. It processes multiple field mappings in a single execution, thereby minimizing system resource usage.
- **Summary comments**: Logs a summary of the fields processed in the issue timeline, detailing the number of fields updated and skipped. This provides transparency and easy traceability for administrators and teams.

## Installation

For detailed instructions and configuration instructions, refer to the [Ticket issue field migration documentation](https://devrev.ai/docs/automations/ticket-issue-field-migrator).


Ticket Issue Field Migrator

Automatically migrates custom fields from tickets to issues on linking issue to ticket.

# **CSAT Slack notifier**

The CSAT Slack notifier snap-in sends a Slack notification whenever a `negative CSAT score` is received in a **Conversation**.

This snap-in sends a message with the details of the conversation to a dedicated Slack channel whenever a negative CSAT score (less than 4 out of 5) is received for that conversation.

## **Connections**

### 1.Slack Bot Pat

- Create a Slack app for your workspace at https://api.slack.com/apps.
- In App features, generate bot token in **OAuth & Permissions**.
- Give the app bot `channel-read`, `groups-read`, `user.profile:read`, `users:read`, `users.read:email`, `chat-write` access and `userGroup-read` access.
- Invite the bot to the workspace.
- Save the bot access token as a connection of type **snap-in secret** in the DevRev app.

## **Features**

- It sends a Slack message whenever a conversation receives a CSAT score of less than 4.
- It identifies and tags the account owner of the customer account from which the conversation originated.

## **How to use** 

1. In the **Configuration** tab, input the channel ID, greeting message, and the email IDs of those who should get notified.
2. Install the snap-in.
3. Invite the bot to the channel where the report needs to be sent.
   


Slack.svg

CSAT Slack Notifier

Notifies the Account owner in Slack whenever a conversation receives a negative CSAT score.

This snap-in automatically manages security issues in DevRev by notifying owners and handling sprint assignments for high and critical severity security issues.

## Features

- Monitors security issue creation and ownership changes.
- Automatically notifies owners when high or critical severity issues are created or reassigned.
- Intelligently assigns security issues to appropriate sprint boards based on:
  1. Active sprints where the owner is a member.
  2. Most commonly used sprint board in recent issues.
- Posts timeline comments when sprint assignment isn't possible.

## Usage

No manual configuration is needed. The snap-in automatically:

1. Monitors security issues with `SECURITY_ISSUES` subtype.
2. Processes high and critical severity issues.
3. Notifies owners via timeline comments.
4. Attempts sprint assignment.
5. Posts additional guidance if sprint assignment fails.

## Error handling

The snap-in includes comprehensive error handling and logging:

- Failed API calls are logged with detailed error messages.
- Processing errors are caught and logged.
- Successful notifications and assignments are confirmed in logs.


OLA Breach Notifier for Security Issues

This snap-in auto-manages DevRev security issues by notifying owners and assigning high/critical issues to sprints.

# Operational SLA Metrics

This snap-in adds three new metrics to conversation and ticket SLA policies for internal use. These metrics mirror the traditional SLA metrics, but their purpose is operational: they should not represent a legally-binding commitment. The operational SLA metrics are useful for tracking team performance based on internal thresholds, which can be set up differently from the standard customer-facing SLA metrics to reflect operational goals.

## Features

- **Operational First Response** is equivalent to **First Response**.

- **Operational Next Response** is equivalent to **Next Response**.

- **Operational Resolution Time** is equivalent to **Resolution Time**.

## Installation

For installation instructions, refer to the [Operational SLA Metrics](https://docs.devrev.ai/automations/operational-sla-metrics) documentation.


Operational SLA Metrics

Add three new internal-facing metrics to your ticket and conversation SLA policies, whcih mirror standard SLA metrics.

Let DevRev respond to your customers when you are not around.

## Features

- **Set business days and hours for your dev org**
  You can set working business days and hours for your dev org. Let your customers know when you are not working.

- **Customize Auto Reply Messages**
  You can take control of what DevRev agent replies to the customer when your customer sends the first message to your PLuG inbox. You can also set different messages during working hours and non-working hours.

- **Actionable Replies**
  Include a call to action to your users within your auto replies with customizable, interactive buttons. Use these to prompt actions such as book a demo, watch video, and read documentation.

- **Privacy Policy**
  Include the privacy policy document as a link whenever you are requesting users to provide their mail IDs.

## Configuration

For configuration instructions, refer to the [automatic customer reply documentation](https://de
vrev.ai/docs/automations/auto-reply).


Automatic Customer Reply

Personalize your customer response and enable customers to book a demo or meeting with you using Calendly (or any other calender application) that pops up on button click.

The ClickUp Airdrop snap-in provides a seamless way to transfer your tasks from ClickUp to DevRev, either as tickets in [DevRev Support](https://devrev.ai/support) or issues in [DevRev Build](https://devrev.ai/build).

## Features

**Import**

The import feature enables a one-time bulk transfer of ClickUp tasks, users, tags, and task comments into DevRev.

**Sync to DevRev**

Using Sync to DevRev, you can re-synchronize an import to incorporate any new entries or updates to previously imported ClickUp records.

## **Installation**
Once you click on **Install**, navigate to the **Imports** page and start the **Import**. 
For detailed installation and configuration instructions, refer to the [ClickUp Airdrop documentation](https://docs.devrev.ai/integrations/clickup).


Clickup.svg

ClickUp

# Oncall schedule sync

Oncall schedule sync functionality is to add oncall engineers to the respective oncall groups based on a weekly schedule, provide them with access to a specific group of vistas and assign conversations based on their shifts.

## **Features**

* **Adding Members through Time Events**: A scheduled trigger is set every Monday at 9:00 PM IST, activating a synchronization function to retrieve designated on-call members for the current week from the Notion page. This process involves removing existing on-call member from their respective country group and replacing them with the newly fetched member. This automated procedure ensures up-to-date and accurate on-call assignments within their country group on a weekly basis.
  
* **Adding Members through Slash Command**: To manually synchronize on-call schedules, users can type the command `/syncschedule` in the Snap-in discussions tab on the right. This command invokes the same function responsible for checking the current day, retrieving on-call members for the respective week, and updating the respective groups. Notably, even if the command is executed on a Monday, if the time is before 9:00 PM, the previous week's schedule is considered. The synchronization process involves removing existing member and adding new one.This manual command provides flexibility for real-time updates and adjustments to on-call schedules as needed.

# How to use Oncall schedule sync

1. Create a new integration in the Notion and add it as a connection in the `On-Call Schedule / Rotation` Notion page which contains the oncall database.
2. Provide the PAT of the Dev-0 Admin and the Notion secret key as connections to the snap-in.
3. Also create a connection for sendgrid with the API key of Support mail.
4. Provide the Database Id, Notifier email Id, and country-group-shift information in JSON format in the configurations.
5. Also provide the ID's of the vistas that need to be shared with the Oncall engineers every week.
6. Install the snap-in and type the command `/syncschedule` to view the members being added to the group.


Oncall-Conversation-Flow

Adding Oncall members to respective group on a weekly basis and assigning conversations based on shift.

## Auto task creator

An automation process generates tasks daily at 1:30 AM UTC for the specified issue IDs.
The tasks are configured with the following parameters:

- Task name: Set to the date of task creation
- Owner: Assigned to the associated issue owner.
- Target Close Date: Set for 1:30 AM UTC the following day.

# Features

- **Automated task creation**: Generates tasks on a daily basis for designated issue IDs. Multiple issue IDs can be included, allowing for comprehensive task generation across various issues.

- **Exclusion of issues based on stages**: Allows tasks to be excluded from creation when issues enter specific stages, as defined in the snap-in configuration. For example, if an issue reaches a stage like completed or in_development, the system can be set to skip task creation for these stages.

- **Exclusion of days**: Enables the specification of certain days on which tasks should not be created. For example, weekends can be excluded from task creation. This exclusion is managed within the snap-in configuration, ensuring that no tasks are generated on the specified days.

# Installation

For detailed installation and configuration instructions, refer to the [Auto task creator documentation](https://docs.devrev.ai/automations/auto-task-creator).



Auto Task Creator

Automatically generates tasks for given issue IDs every day at 1:30 AM UTC.

# Code Coverage

Track and manage code coverage metrics by leveraging DevRev's dev parts, providing a direct mapping between your repositories and their corresponding coverage metrics.

## Features

- **Code Coverage Tracking**
  
  Monitor test coverage metrics including covered lines and total relevant lines for each repository, with automatic percentage calculations and change detection.

- **GitHub Integration**
  
  When connected to GitHub, automatically identify commit authors, receive smart notifications when coverage decreases, and get branch-specific insights.

- **Timeline Updates**
  
  Get automatic timeline comments showing coverage changes, with optional developer tagging when coverage decreases beyond configured thresholds.

## Installation

For detailed installation and configuration instructions, refer to the [Code Coverage snap-in documentation](https://devrev.ai/docs/code-coverage).

Code Coverage

Track code coverage metrics across your codebase within DevRev

# Auto-link DevRev GitHub accounts

The Auto-link DevRev GitHub accounts snap-in connects GitHub accounts with their corresponding DevRev accounts on a large scale. It facilitates the automatic creation of shadow users for inactive DevRev accounts and manages their transition to active status upon the users' initial login.

## Features

- The system reads the CSV file containing user data.
- For each user, it checks if a DevRev account exists using the email (saml_name_id).
- If the user exists and is active, it links the GitHub account directly.
- If the user doesn't exist or is inactive, it creates a shadow user and links the GitHub account.
- Shadow users automatically convert to active users upon their first login.

## Installation

For detailed installation and configuration instructions, refer to the [Auto-link DevRev GitHub accounts documentation](https://devrev.ai/docs/automations/auto-link-github-devrev).


Auto-Link DevRev-Github Accounts

Link GitHub accounts to DevRev accounts at scale

# Enhancement approval workflow

The enhancement approval workflow automates the approval process for system enhancements, ensuring that all necessary approvals are secured before an enhancement advances through its various stages.

## Key Features

- **Automated approvals**: Automatically triggers product and design approvals based on the enhancement stage.
- **Custom configurations**: Allows tailored configurations for product and design approval processes.
- **Snap-Kit actions**: Enables approvers to approve or reject enhancements directly through snap-kit actions.
- **Re-Trigger commands**: Provides commands to re-initiate approval processes as needed.
- **Rollback mechanism**: Rolls back enhancements that lack the necessary approvals.
- **Approval status tracking**: Creates custom fields to store and track approval statuses.

## Configuration

The workflow supports the following configurable inputs:

- **`product_approval_config`**: Approval config for product.
- **`design_approval_config`**: Approval config for design.
- **`product_approval_trigger_stage_name`**: Name of the stage that triggers product approval.
- **`design_approval_trigger_stage_name`**: Name of the stage that triggers design approval.
- **`disallowed_transition_stage_name`**: Name of the stage where transitions are blocked without proper approvals.

## Commands

- **`product_reapproval`**: Re-initiates the product approval process.
- **`design_reapproval`**: Re-initiates the design approval process.

## How to Use

1. **Configure inputs**: Set up the workflow inputs on the DevRev platform as per your requirements.
2. **Automated approvals**: The workflow will trigger approvals when enhancements reach the configured stages.
3. **Approval actions**: Approvers can use snap-kit actions to approve or reject enhancements.
4. **Re-Trigger approvals**: If necessary, use the re-trigger commands to restart the approval processes if it gets rejected.
5. **Rollback unapproved enhancements**: The system will automatically roll back enhancements that fail to obtain approvals.


Enhancement Approval Workflow

The Enhancement Approval Workflow snap-in automates the approval process for enhancements.


<img src="https://devrev.ai/marketplace/api/item-artifact/don%3Acore%3Advrv-us-1%3Adevo%2F0%3Aartifact%2F7398" align="center"/> 

The Auto parts to conversation snap-in harnesses advanced natural language processing (NLP) capabilities to analyze customer conversations. Its primary objective is to automatically detect the specific parts mentioned in a conversation, offering valuable insights for improved customer support.

## How it works

- **Resolution assignment**: Upon conversation resolution, the snap-in automatically analyzes customer conversations and identifies the relevant parts being discussed. It subsequently allocates the relevant part to the conversation based on its analysis.

- **No part assignment when uncertain**: When the snap-in cannot definitively identify a part, it abstains from assigning any part to the conversation, prioritizing accuracy.

## Features

- **Automatic part assignment**: The snap-in eliminates the need for manual intervention by automatically assigning the relevant part to a conversation.

- **Channel compatibility**: It works across various communication channels, including email, PLuG, and Slack, providing consistent functionality and efficiency.

- **High accuracy**: The snap-in ensures high accuracy by assigning a part only when it has a high level of confidence, minimizing the possibility of errors.

## Installation

For detailed installation and configuration instructions, refer to the [Auto parts to conversation documentation](https://docs.devrev.ai/automations/auto-parts).


Assign Parts to Conversation

AI driven Part identification for your customer conversations.

Supercharge cross-functional work with this set of default automations, propagating information across various entities at DevRev–including conversations, tickets, product enhancements, and development issues. 

DevRev's shared system of record opens up doors for the machine to take over and intelligently ensure that heartbeats from various functions of your DevRev workspace travel across each other. 

DevRev's system of record converges multiple functions in an organization–touching everything from customer conversations to support tickets to planned product enhancements and then developer issues. Because the system of record is shared, it paves the way for the machine to take on menial, repetitive work, especially around bringing together (or converging) these cross-functional entities (and thus the teams that work on them).

 *Convergence with DevRev* is a set of default automations that powers cross-functional information snap-in in your DevRev workspace, such that updates from product teams' issues and enhancements make their way to tickets in the customer-facing functions and vice versa with little human intervention. Let machines be the messenger of updates so they arrive before the next "Any progress on this?".

## Features

- **Automatic customer updates from tickets**\
  Keep customers informed by propagating ticket updates to related conversations. Linked conversations receive autonomous notifications when tickets are updated or closed, ensuring customers are never left waiting.

- **Automatic updates between tickets and issues**\
  Keep dev teams in the loop by syncing changes between tickets and product issues. Severity changes, progress updates, and resolutions are reflected across linked items automatically.

- **Autonomous issue management**\
  Reduce overhead in managing parent-child issue hierarchies. Convergence automatically updates parent issues when child issues progress, and synchronizes closures across dependencies.

- **Automatic updates between issues and enhancements**\
  Ensure enhancements and linked issues stay aligned. Convergence provides automated reminders and suggestions to create, link, or progress issues when enhancements move stages.

- **Automatic resolution and archival of conversations**\
  Conversations with no response from authenticated users are automatically resolved and later archived after configured timeouts, while guests’ conversations follow a shorter auto-resolution cycle.

## Installation

For detailed installation and configuration instructions, refer to the [Convergence documentation](https://docs.devrev.ai/automations/converge).

Convergence

Convergence automates cross-functional updates so teams and customers stay informed without manual status checks.

This snap-in works as a connector with Glean, the enterprise search platform. It indexes DevRev objects into Glean, enabling them to be searched using filters and keywords.

The snap-in runs on a timed schedule and incrementally indexes DevRev objects. During each scheduled run, the snap-in intelligently identifies objects that have not been indexed yet or have been updated since their last indexing. Once an object is loaded into Glean, it becomes discoverable through the platform.

Ensure the Glean dataset specified in the snap-in's configuration does not already exist or contains no object definitions, as these would be overwritten with the definitions for DevRev objects.

## Features

- **Objects supported**\
  Configure which DevRev objects should be indexed into Glean, such as tickets, issues, accounts, external users, articles, and others.

- **Filtering**\
  Object type, keywords, and stock fields can be used as filters on Glean out of the box.

- **Custom field filtering**\
  Configure which custom fields should be displayed as filters on Glean's UI.

## Installation

For detailed installation and configuration instructions, refer to the [Glean connector documentation](https://devrev.ai/docs/integrations/glean).

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Glean Connector

Index DevRev objects into Glean to enable discoverability and quick access.

The snap-in notifies the configured users via Slack in the specified channel whenever a conversation is nearing breach or has breached the SLA.

## Features

- **Personalized Notifications**\
  Automatically tag the conversation owner and configured team members for swift action.
- **First Response Monitoring**\
  Identify issues quickly with a "first-response-breach" tag for conversations that miss the First Response SLA.
- **Comprehensive Breach Tracking**\
  Track ongoing issues with a "second-response-breach" tag, including breach count, for repeated SLA violations.

## Installation

1. Install the snap-in.
2. In the **Configuration** tab, add the Slack channel ID where the notifications are to be sent and select the tag to be added for the first response breach, and add the member emails whom to be notified on the first response breach.
3. Additionally, select tag and member emails for the second response breach.

## Connections

### Slack Bot PAT

- Create a Slack app for your workspace at [https://api.slack.com/apps.](https://api.slack.com/apps)
- In App features, Generate bot token in OAuth & Permissions.
- Provide the following roles to the Bot: `channel:read`, `groups:read`, `user.profile:read`, `users:read`, `users.read:email`,`chat:write` and `usergroups:read`.
- Invite the bot to your workspace.
- Save the bot access token as a connection(snap-in secret) in the DevRev app.

SLA Breach Notifier for Conversations

Notifies the Slack channel when a conversation breaches SLA.

The Slack Broadcaster snap-in is a specialised automation tool designed to streamline the process of posting broadcast messages, both for customers and within your organization.

## Features

- **Customer Release Notes**\
  Automatically posts release notes to customers via Slack Connect channels, ensuring timely and consistent updates.

- **Account Linking**\
  Allows easy linking of Slack channels to DevRev accounts using the `/slack_broadcaster_link <channel_id>` command within the account timeline. To unlink, use `/slack_broadcaster_link invalid`.

- **Bulk Account Update**\
  Enables linking multiple accounts to Slack channels by uploading a CSV file with account display names and channel IDs. Use `/slack_broadcaster_upload external` or `/slack_broadcaster_upload internal` depending on the audience.

- **Internal Release Notes**\
  Facilitates sharing of release updates within the organization. Upload a CSV file with internal Slack channel names and IDs using the `/slack_broadcaster_upload internal` command.

- **Configuration Management**\
  Restricts broadcast access to authorised users in specific groups, ensuring controlled and secure message delivery.

  &nbsp;

## Installation

For detailed installation and configuration instructions, refer to the [Slack Broadcaster snap-in documentation](https://devrev.ai/docs/automations/slack-broadcaster)

Slack Broadcaster

Slack Broadcaster streamlines the process of sharing broadcast messages with customers and internal teams via Slack

The Calendly snap-in improves scheduling and customer engagement by integrating Calendly bookings into DevRev, preventing missed leads or appointments. It simplifies the process, enabling you to focus on building strong client and prospect relationships.

## Features

- **Automated meeting capture**: Instantly records every meeting in DevRev, eliminating manual data entry.
- **Enhanced engagement tracking**: Easily monitor all customer interactions and appointments in one centralized location, preventing oversight of crucial details.
- **Real-time updates**: Stay informed with real-time updates on scheduled meetings.

## Installation

For detailed installation and configuration instructions, refer to the [Calendly documentation](https://docs.devrev.ai/integrations/calendly).


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Calendly

Streamline prospect meetings with Calendly & DevRev

# Twilio

With the aim of having a single source of truth for all customer problems, DevRev has integrated with Twilio so as to record the 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 a complete context of the customer's problem.

## Prerequisites

- Ensure you have a Twilio account and a Twilio Flex account for support engineer access.
- Familiarize yourself with Twilio Flex to manage incoming support calls efficiently.
- Configure the required IVR and routing rules on Twilio.

## Features

- **Ticket Creation:** Automatically creates a ticket for each call, enabling support engineers to track and manage customer inquiries.
- **Caller Identity:** If the customer's phone number is available with DevRev, the caller identity will be mapped with the customer identity on the ticket, enabling the support engineer to identify the customer.
- **Capturing Call Details:** The call transcript, call recording, caller details, call duration, and other call-related information are added to the ticket created from the call.

## Installation

For detailed installation and configuration instructions, refer to the [Twilio snap-in](https://docs.devrev.ai/integrations/twilio) documentation.


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Twilio

Connect Twilio with DevRev for real-time updates on your voice communications.

With the aim of bringing support closer to your customers, DevRev has integrated WhatsApp as a communication channel. Customer concerns raised via WhatsApp messages will sync with the DevRev inbox, allowing you to maintain an unified view of ongoing conversations with your customers for better support management and efficiency.

Learn more about WhatsApp for Business at https://developers.facebook.com/docs/whatsapp/overview#about-the-platform.

## Features

* **Unified Customer Communication**: With the addition of WhatsApp as a communication channel, end customers can conveniently send their queries, bug reports, and feature requests about the DevRev product via WhatsApp. These messages are seamlessly synced with the DevRev inbox, providing a unified view of all customer interactions and minimizing the need for context switching between different communication platforms.
  
* **Automated Template Messages for Efficient Support**: DevRev understands the limitations of the WhatsApp for Business API, which restricts direct agent communication after 24 hours without a response. To address this, DevRev offers support for template messages. When a customer's message remains unanswered for 24 hours, DevRev provides a mechanism to send template messages, ensuring continuous communication and streamlining the support process. These template messages need pre-approval from Meta. To ease the approval process, DevRev automatically sends two templates for approval on installation of the snap-in.

* **Enhanced Support Agent Productivity**: By integrating WhatsApp as a communication channel, DevRev empowers support agents to efficiently manage customer inquiries. When a support agent replies via the DevRev inbox, the update is seamlessly sent to the customer via WhatsApp. This streamlined approach not only keeps customers informed promptly but also boosts support agent productivity by centralizing all customer communications within the DevRev system of record.

## Installation

For detailed installation and configuration instructions, refer to the [WhatsApp documentation](https://docs.devrev.ai/integrations/whatsapp).

### Prerequisites

1. If you do not have an existing Business Account in Meta Business Manager, it is recommended to create one [here](https://business.facebook.com/overview). To get more information about Business Manager, please refer to the article on [Create a Business Manager](https://www.facebook.com/business/help/1710077379203657).

2. If the number is associated with another WhatsApp Account, delete the existing account. To know more, refer to the guide on [Migrate an Existing WhatsApp Number to a Business Account](https://developers.facebook.com/docs/whatsapp/cloud-api/get-started/migrate-existing-whatsapp-number-to-a-business-account/).

3. If you have an existing WhatsApp for Business Account, migrate to 360dialog by following these steps on [Migrating phone numbers](https://docs.360dialog.com/partner/account-setup/migrating-phone-numbers).

### Limitations

1. Group conversations are not supported by WhatsApp for Business API. 
2. If you do not respond to the customer’s message within 24 hours, you can only respond to the conversation using Meta-approved template messages. Know more [here](https://developers.facebook.com/docs/whatsapp/message-templates/guidelines).


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WhatsApp

Enable your customers to raise their concerns using WhatsApp. WhatsApp messages will be synced with DevRev inbox thus minimizing context switching and streamlining your support operations.

The Email integration snap-in automatically transforms incoming emails into a conversation or a ticket, providing a centralized platform for handling, responding to, and tracking customer interactions.

Bid farewell to juggling between numerous tabs and platforms. With DevRev, you can efficiently manage all your support tickets and conversations in one place.

## Features

- **Get tickets or conversations from support email**
 
  Whenever a customer sends an email to your support address, an automated process generates a new ticket or a conversation, automatically populating it with customer information. Subsequent customer email replies update the ticket or conversation with new comments.

- **Reply to the customer through Customer Messages tab**

  Each time a customer experience team member posts a comment within the ticket's customer messages tab, an email containing that reply is sent to the respective customer through your integrated support email. The email thread follows the structure of the initial email received at your support email address.

- **Enable bot replies**
 
  By enabling bot replies, the email integration bot sends an automated reply, borrowing some time for response and requesting any additional information that may help with the customer’s inquiry. It also allows you to decide whether or not to send emails to the customer for comments added by other bots in the customer messages tab.

- **Assign tickets or conversations to a part and owner**
 
  When you set up the snap-in, you can assign tickets or conversations to a default owner and part.

- **Support for attachments and raw email**

  Attachments sent by customers are visible in the customer messages section, alongside ticket comments. You can include attachments (with a maximum size limit of 25 MB) in your responses to comments, and these attachments will be sent to the customer via email.

- **Support for multiple providers**
 
  This snap-in works with a variety of email providers, including Google Workspace, Microsoft Outlook, Yahoo Mail, Zoho Mail, and custom domain emails.

## Installation

For more information about this snap-in, refer to the [Email integration documentation](https://devrev.ai/docs/integrations/email).


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Email Integration

Enable your customers to create conversations and tickets using email.

Enable Slack users to reduce context switching and interact with DevRev from within Slack. Create DevRev tickets from Slack conversations and keep your customers up to date.

## Features

Connect with Slack and ensure your customer or internal conversations are always in sync with DevRev tickets.

- **Conversation tracking**

  With conversation tracking, you can track your Slack conversations with customers and the resulting tickets so you don't lose context. Keep the conversation going in Slack or DevRev and never miss an update.

- **Create tickets**

  Use the ⋮ actions menu to create a ticket from an existing Slack conversation. When you use this action, your ticket will contain a link back to the Slack conversations.

- **Preview record**

  Slack shows a title, description, status, and owner preview any time you post a DevRev URL.

- **Ticket updates**

  Updates on DevRev tickets can be posted in Slack, so conversations are in sync. If you have customer conversations over Slack, then this automation enables automatic status updates.

- **Personal view of tickets**

  With `/devrev view` ticket ID or issue ID, the user can display a preview of the work items. This view is private to the user who uses this command and is not available for everyone on the Slack channel or direct message.

- **Share ticket**

  With `/devrev show` ticket ID or issue ID, the user can display a preview of the work items to everyone in that channel or direct message.

## Installation

For detailed installation and configuration instructions, refer to the [Slack documentation](https://devrev.ai/docs/integrations/slack).

Slack

Scale your customer support in Slack! Enable real-time bidirectional sync with Slack and bring order to the chaos.

The Bitbucket for DevRev snap-in connects Bitbucket with DevRev to sync work and provide real-time issue and status updates based on code activity. It removes the need for manual issue management by linking DevRev issues with Git actions, allowing developers to focus on meaningful work rather than administrative tasks.

This snap-in accommodates both workflows: 

- If you link commits, branches, or pull requests with existing DevRev issues, statuses automatically update based on Bitbucket activity (stages: In Development → In Review → Closed). 

- If issues are not linked, the snap-in automatically creates “autonomous issues” for all commits, branches, and PRs. These issues are auto-populated with PR descriptions and events, and statuses transition automatically based on activity.

All work is accounted for, providing visibility to team members and minimizing disruptions.

## Features

- **Automatic status updates** – Associate commits, branches, and pull requests with corresponding DevRev issues or tickets. Statuses update automatically, and actions can be triggered directly from Bitbucket events. Use either display IDs (ISS-34) or object IDs (ticket:34) in branch names, commit messages, or PR titles.

- **Autonomous issues from branches & PRs** – Automatically create DevRev issues if not linked. Track all associated commits, branches, and pull requests. Statuses move based on activity (In Development, In Review, Closed), with configurable rules.

- **Contextual updates & enrichment** – Titles and descriptions of autonomous issues are updated with PR metadata, unless users manually modify them. Links are automatically created between related issues mentioned in PRs.

- **Bitbucket commands & automation** – Use `/towards` to associate PR activity to issues or `/close {work-id}` to close issues automatically. Pull request tasks and reminders are automatically generated and deleted based on PR activity and inactivity periods.

- **Part attribution & workflow integration** – Autonomous issues are assigned to a default part, configurable during setup. Ensures all DevRev issues have proper part attribution.

## Installation

1. Follow the step-by-step instructions in the \[Bitbucket snap-in documentation\](&lt;insert-doc-link&gt;).

2. Authenticate your Bitbucket account.

3. Configure default settings or personalize them as needed.

4. Start syncing DevRev issues with Bitbucket activity.

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Bitbucket Integration

Sync Bitbucket with DevRev to auto-create and update issues from commits, branches, and PRs — keeping statuses real time and work traceable.

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