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).


Unknown

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.


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

This automation is powerful and has a series of individual, configurable behaviors.

The power is in the defaults! With this pre-enabled snap-in come DevRev's proven defaults. You always have the option to adjust further.

**Automatic customer updates from tickets**

Propagate updates from tickets to related customer conversations so your customer is never in the dark.

- When a ticket is linked to a conversation, autonomously update the conversation and provide a follow-up reference to the customer.
- When a ticket is updated with relevant information, post a notification to the conversation.
- When a ticket is closed, post an autonomous update to any related PLuG conversations.

**Automatic updates between tickets to issues**

Leveraging the association between customer tickets and your product team's issues, this automation focuses on keeping issues aware of changes to tickets and vice-versa so the dev team is kept in the loop.

- When the severity of a ticket changes, autonomously update the issue priority and stage accordingly.
- When progress is made on an issue, update the status on dependent tickets.
- When underlying issues are resolved, advance tickets to the next stage.

**Autonomous issue management**

Parent issues, child issues, dependent issues, and blocked issues are every dev's nightmare. With this set of autonomous convergence behaviors, issues, and their hierarchy become manageable.

- Watch children issues and automatically update a parent issue when a dev starts working on it.
- As children issues make progress, send state updates to parent issues along with information on progress towards completion.
- When parent issues are closed, update child issues automatically.

**Automatic updates between Issues and Enhancements**

Synergizing Parts and work has been made easier by ensuring through automated reminders and suggested actions that your product enhancements and the work items or issues linked to them are always in sync.

- Remind the owners by automatically posting a comment to create and link issues to an enhancement that is ‘In Progress’ state without any linked issue.
- Remind the owners by automatically posting a comment to create and link issues to an enhancement that has been in the ‘Prioritised’ stage for a while.
- Remind the owners through an automatically suggested action to move an open enhancement to ‘In Progress’ when any issue linked to it is moved to the ‘In Progress’.
- Remind the owners by automatically posting a comment to move listed issues out of the triage stage for an enhancement.

**Automatic update between Tickets and Enhancement**

When your customer tickets are linked to an ongoing product enhancement, it is best to provide absolute clarity to the support team on what's happening on the product front through an automatic update system. 

- Automatically subscribe ticket owners to the enhancement that is attached to the ticket so that they stay informed.
- Automatically post comments on tickets whenever the stage is updated in the attached enhancement.

**Automatic resolution and archival of conversations**

When your authenticated customers do not respond to a conversation within a specific period of time set as the resolution timeout, the conversation is automatically marked as resolved. Even though the conversation is resolved, the customer still has the option to reopen it if necessary. However, if the customer does not reply within another specified period of time set as the archival timeout, the conversation is automatically archived and cannot be reopened. The customer can always initiate a new conversation for any follow-up needs.

Please note that these configuration settings only apply to authenticated users. For conversations with guests or visitors, if the customer doesn't respond within 3 days while the conversation is in the _Waiting on user_ stage, it is automatically resolved. After 7 days, it is archived automatically.

## Installation

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


Convergence

Real-time updates between customer conversations, support tickets, Product enhancements and developer issues.

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.

# 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.

# 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.

# GitHub for DevRev
Sync GitHub and DevRev so issue status is always real-time and driven by code.
## **Overview**

<img src="https://raw.githubusercontent.com/shashankcube/image/main/github-automation.png" align="center"/> 
 
Connect GitHub 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. GitHub for DevRev is a snap-in that has been used by several organizations and ties DevRev issues closely with GitHub activity, 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 GitHub activity to an existing issue ID during branch creation, commits, and PRs, then this snap-in will honor that and enable a GitHub-driven issue state, without auto-creating issues. [Here](https://devrev.ai/docs/integrations/github#github-events) are the different ways you can link your DevRev issue to GitHub branches, commits and PRs. 

However, if you choose to work in GitHub and never created or linked an issue, you shouldn’t have to sweat it. This snap-in will automatically create issues that track all associated commits, branches, and pull requests. The auto-created issue is enriched with PR description and related GitHub events. The status of these issues is driven by GitHub 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. 

## **How it works**

To enable GitHub for DevRev, click on **Install** and we'll walk you through a few simple steps including connecting with GitHub. You'll have a default set of configuration settings and the option to further personalize this snap-in. Learn more about the features in this snap-in.

## **Features** 
This snap-in is powerful and has several configurable features. As they say, the power is in the defaults! When you install this snap-in, we'll configure defaults that are tried and tested. You always have the option to personalize further.

**Automatic status updates**

You can associate GitHub commits, branches, and pull requests with the DevRev issue they correspond to. Doing so allows you to see GitHub activity in the corresponding DevRev issue and to act on those events, allowing you to automate away your manual tasks. Mention DevRev issues in GitHub, and route the relevant GitHub 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 PR titles.

**Autocreate issues from GitHub branch / PRs**

To make use of this feature, go to **My settings** on the **Configuration** screen of the snap-in and toggle **Enable for me**. This setting is not applied across the entire organization, each user must enable it.
You can enable the **Create DevRev issue when a new branch is created** or **Create DevRev issue when a new PR is opened**, depending on your preferences. It would be ideal if you enabled one of them rather than both.

**Autocreate issues from GitHub branch**

If you do not explicitly associate your DevRev issue to GitHub branches, commits, or PRs, then we can auto-create your issues so you have an account of all your GitHub activity. This feature automatically creates an issue when a new branch is created, and tracks all associated commits and pull 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 PRs are created. When PRs are merged, the issue will be automatically closed, though this behavior is configurable.

**Autocreate issues from GitHub PRs**

You can choose to automatically create issues when a new PR 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.

Issues auto-created from GitHub branches or PRs are called autonomous issues, and have the tag `autonomous`.

**Attribute part to autonomous work**

Autonomous issues originating from GitHub will be attributed to a default part. You can configure the default part while setting up your snap-in. Every issue in DevRev must have a part attribution.

**Enrich autonomous work descriptions**

Enrich autonomous issues with information derived from GitHub PR events. The title and description of an auto-created issue are enriched with the PR data. When a new GitHub PR is opened or edited, then the related autonomous issue description is updated with the latest PR description. If the user has removed the auto-generated text, then the automation will no longer update the description from PRs. Similarly, autonomous work titles are updated with the PR 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 PR body and the autonomous issues tagged with the branch/PR. When a new GitHub PR is opened/edited, for all the autonomous tagged work items(by branch/PR), automatically mark the issues mentioned in the PR as related.

**Automatically close autonomous work**

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

**GitHub Commands**

Enable quick actions to close or attribute a PR to DevRev issue(s) with the slash command.

* `/towards` - Use the `/towards`  command in the PR description to associate the related GitHub activity to the issue(s). This will ensure that the PR and issue are linked such that related events are posted and issue status is driven by GitHub events.

* `/close {work-id}` - Use `/close ISS-3 ISS-4` in a PR body to automatically close a specific issue(s) when the PR is merged. You can also use `/close #work` to close all associated issues with a PR when that PR is merged without knowing the specific IDs.

**Automatic PR tasks**

When a pull request is requested or reopened, a DevRev task is created for you. For this automation to be triggered, you'll need to link your Pull Requests to DevRev issues. If your PR is removed, merged, or closed, then the Task gets deleted. However, if you submit your PR review, then the task is closed.

**Automatic PR reminders**

When a pull 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 GitHub Pull Request to the DevRev issue to enable these reminders. There are several ways to link your GitHub Pull Requests to DevRev Issues. You can do so by mentioning the DevRev issue ID in the pull requests title or body, or mentioning it in the branch name or commit message. Reminders are also posted for issues created autonomously.

You can choose to set up the inactive period in the number of days through the max_inactive_days setting.

**Automatic programming language skill identification for dev users**

When a pull request is merged, the automation identifies the programming languages used in the PR and adds them as skills to the Dev user who submitted the request. To enable this feature, reach out to the DevRev customer experience team.

**Installation**

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


GitHub

Your issues on Autopilot. Sync GitHub and DevRev so issue and status is always real time and driven by code.

# 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.

# 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

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.

The Email integration snap-in works with a variety of email providers, including Google Workspace, Microsoft Outlook, Yahoo Mail, Zoho Mail, and custom domain emails. Once configured, incoming support emails are automatically transformed 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.

## Installation

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


Email Integration

Enable your customers to create conversations and tickets using email.

The Azure Boards Airdrop Snap-in enables you to keep track of your work no matter where it happens. You can sync Azure Boards to DevRev for a seamless onboarding experience.

## How it works

Simplify your migration from Azure Boards to DevRev with the Azure Boards Airdrop, designed for effortless transitions and ongoing synchronization. Whether you're planning a one-time import or need continuous syncs, this snap-in ensures that your work items, comments, tags, and more are efficiently transferred from Azure Boards to DevRev.

## Features

**Import**

The import feature enables a one-time transfer of Azure Boards work items and users. The snap-in utilizes recipe mapping to ensure that you only bring over what is essential and leave unnecessary data behind.

**Recipe Mapping**

Recipe mapping ensures no critical 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 Boards.

**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 Board.

## Installation

For detailed installation and configuration instructions, refer to the [Azure Board Airdrop documentation](https://docs.devrev.ai/integrations/azure-boards).


Azure Boards

The Google Calendar snap-in enables you to sync Google Calendar events and intelligently map engagements to accounts so that you can devote your time to growing your business and nurturing client relationships.

##  Features

- **Automated event sync**
  
Your Google Calendar events are automatically captured, ensuring appointments are integrated into DevRev without manual intervention.

- **Recurring event sync**
  
Keep engagement records up-to-date by synchronizing recurring events from Google Calendar with DevRev.

## Benefits

- **Unify data sources**
  
Consolidate all client engagements and appointments within DevRev's unified system, fostering easy access and collaboration.
  
- **Foster team collaboration**
  
Maintain synchronization across your team by sharing real-time updates and event information.

## Installation

For detailed installation and configuration instructions, refer to the [Google Calendar documentation](https://docs.devrev.ai/integrations/google-calendar).



Google Calendar

Effortlessly Integrate Google Calendar with DevRev's Snap-in for Streamlined Client Engagements and Automated Event Capture.

## Conversation archive on ticket link

Upon linking a ticket to a conversation, the system automatically archives the conversation to signify it's no longer active. Participants of the conversation are then notified with a pre-written message explaining the archive due to the ticket association.

## **Features**

* **Automated archive and communication**: Automatically archives a conversation when a ticket is linked to it and communicates with the participants of the conversation that the conversation is archived.

# How to use conversation archive on ticket link snap-in

1. In the **Configuration** tab, input the content that has to be sent in the conversation when a ticket is linked to it.
2. Install the snap-in.


Conversation Archive on Ticket Link

This automation will change the state of the conversation to 'Archived' when a ticket is linked to it.

# 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.

# Conversation reminder

The **Conversation Reminder** snap-in notifies the customer when a conversation remains in the _Waiting on User_ status for an extended period..

## Feature

1. **Trigger Condition**: When the conversation stage updates to _Waiting on User_, an event is scheduled to notify the customer.

## Installation

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


Conversation Reminder

Notify the customer if conversation is in waiting on user for more than specified time.

# 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).




Work Items Part Updater

Automate the updation of part for historical tickets/issues

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


## How it works

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

## Feature

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

## Installation

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


Bulk Ticket Uploader

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

This snap-in is an automation that tracks whenever a user is set as away or turns on reassign mode and changes ownership of conversations accordingly.

## How it works

Users can be in one of three states at any given time. The default state, _available_, means that the user is neither _away_ nor on reassign mode.

If a user is _away_, then whenever the user is set as owner of conversation the update is rejected (since the user is not available to pick up new conversations). Conversations they already own will remain under their name. Users can designate themselves as _away_ by using the **Set yourself as away** button under their profile picture.

A user can also turn on _reassign mode_ by executing the `/reassign` slash command on the **Discussions** tab of the snap-in. If the user was already in _reassign mode_, then it will be turned off and they will go back to the _available_ state. If a user was not in _reassign mode_, then a confirmation widget will appear. After confirming the action, whenever a client sends a message on an existing conversation, the user will be removed from the owners field, and new tries to assign the user as owner will be rejected as with _away_ mode.

If on any change, no owner would be left on a conversation, then a random user that is neither _away_ nor in _reassign mode_ is picked from a configurable group and set as the conversation owner.

## Features

- Give users the ability to stop getting assigned as conversations owners if they are not available.

- Away mode keeps the user on conversations they already owned, but they will not get new conversations.

- Reassign mode removes the user from conversations they own, and they will also not get new conversations.

- If with any change no user would be left as conversation owner, then the automation picks an available user at random and reassigns the conversation to them.
  
## Installation

On installation from marketplace, the only configuration input needed is a group from which users should be picked in case of conversation reassigned needed.


Conversation Reassigner

Give users the option to set themselves as away and reassign all conversation they own.

# GitBook Airdrop

Seamlessly import your articles from GitBook to DevRev.

## Features

**Import**

The import feature enables a one-time bulk transfer of GitBook collections, spaces, and pages into DevRev. Collections and spaces are imported as directories, and pages are imported as articles.

**Sync to DevRev**

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

## **Installation**

For detailed installation and configuration instructions, refer to the [GitBook Airdrop Documentation](https://devrev.ai/docs/integrations/gitbook).


GitBook

Seamlessly import your articles from GitBook.

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.

## How it works

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

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

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

- 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).
  


Glean Connector

Index DevRev objects into Glean to enable your global search.

# 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.

Gitlab

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

## Awaiting customer response notifier

If a ticket stays in the _Awaiting Customer Response_ stage for more than 48 hours, the Awaiting Customer Response Notifier sends a reminder notification to the customer. If the ticket remains in this stage for an additional 24 hours, it's automatically resolved.

## Features

* **Stage-specific triggers**:  It allows you to establish stage-specific triggers for each ticket as they transition into the _Awaiting Customer Response_ stage. This trigger helps track the duration of a specific ticket in the awaiting customer response stage.
* **Automated notification and communication**: If a ticket remains in the _Awaiting Customer Response_ stage beyond a certain duration, an automated reminder notification is dispatched to prompt the customer. This ensures timely attention to their concern, facilitating the resolution of the ticket.

# How it works

1. Install the snap-in. In the **Configuration** tab, input the email content intended for the customer in the reminder mail. Also, specify the time duration in hours. This duration determines when a notification email is sent to the customer if the ticket remains in the awaiting customer response stage.
2. Deploy the snap in.


Awaiting Customer Response Notification Trigger

Notifies the customer when a ticket is in awaiting customer response stage for more than specified 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

Transforms ReadMe Guides into Insightful Articles.

# Slack Broadcaster

Slack Broadcaster snap-in is a specialized automation tool tailored to streamline the process of posting broadcast messages, both for customers and within your organization. Seamlessly integrated with Slack, it facilitates the effortless dissemination of vital updates and accomplishments.

## Configurations
### Slack connection

To use this snap-in, you'll need to connect your Slack with DevRev. When you install this snap-in, we'll walk you through a few steps to connect and configure it.

See the [Slack snap-in docs](https://devrev.ai/docs/integrations/slack) for step-by-step installation and usage instructions.

## Features

- **Customer Release Notes**: Automatically shares release notes with customers via Slack in the Slack Connect channel.
- **Account Linking**: Facilitates easy linkage of Slack channels to accounts using the `/slack_broadcaster_link <channel_id>` command within the account timeline. If you no longer want to send broadcast messages to a linked account, you can unlink the account using the command `/slack_broadcaster_link invalid` in the account timeline.
- **Bulk Account Update**: Simplifies linking multiple accounts to Slack channels by employing `/slack_broadcaster_upload external` and uploading a CSV file containing account names and Slack channel IDs.
- **Internal Release Notes**: Enables sharing of broadcast messages within the organization through the upload of a CSV file containing Slack channel names and IDs using `/slack_broadcaster_upload internal`.
- **Configuration Management**: It ensures that only authorized users belonging to specific groups can post messages to Slack channels.

## Slash Commands

Slack Broadcaster snap-in provides intuitive slash commands to streamline release note posting and management:
- `/slack_broadcaster_link <channel_id>`: Links an account to a Slack channel.
- `/slack_broadcaster_upload internal`: Posts a Snapkit that takes in a CSV with the Slack channel name and Slack channel ID.
- `/slack_broadcaster_upload external`: Posts a Snapkit that takes in a CSV with the account name and Slack channel ID.
- `/slack_broadcaster_show_links`: Displays all linked channels along with accounts and internal channels before posting.
- `/slack_broadcast`: Broadcasts quarterly release notes and important updates directly to Slack, simplifying communication with customers.

## How to Use

1. **Set up Slack Connection**:
   - Connect your Slack workspace with DevRev to enable seamless communication.

2. **Trigger Release Notes Generation**:
   - Whenever an enhancement moves to the mentioned stage, the snap-in triggers and provides generated release notes.

3. **Editing Release Notes**:
   - The snap-in reads all relevant content to generate the release notes. If a release note already exists, the snap-in utilizes it instead of creating a new one.
   - A Snapkit is posted in the timeline with editable content (the release notes), allowing users to edit the content as needed.

4. **Posting Release Notes**:
   - Choose the account to which you want to post the release notes.
   - Once confident with the content, users can send the release notes.

5. **Broadcasting Messaging**:
   - Use the `/slack_broadcast` command to broadcast to the customers.
  
## Inputs

- **Internal Channels**: Specifies the internal channels where the broadcasted message should be posted. This can be populated using the slash command.
- **Stage to Trigger**: Defines the stage at which you want the Slack Broadcaster Snap-in to trigger under the enhancement type object.
- **Access Groups**: Denotes whether the user has access to broadcast messages.


Slack Broadcaster

With Slack Broadcaster snap-in you can easily distribute messages to various Slack channels.

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).


Calendly

Streamline prospect meetings with Calendly & DevRev

## 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.

# Marker.io for DevRev

Seamlessly bring user feedback from Marker.io into DevRev. This snap-in integrates with Marker.io to automatically create tickets or issues in DevRev, linking them to a specific part of your product.

## Features

- **Automatically create work items**

  When a user provides feedback through Marker.io, a work item is automatically created in DevRev with the attached information by using a webhook. You can configure whether work items created should be issues or tickets and the default owner and part for them.

- **Automatically fill-in reporter and account**

  If Marker.io issues are created as tickets in DevRev, then you can include the reporter's email as a Marker.io issue custom data field and include the name of this field in the snap-in configuration. This will auto-fill the **Reported by** and **Customer Workspace** fields in tickets. Also, new contacts and accounts will be created if not found.

- **Add tags**

  When a user provides feedback through Marker.io, an issue or ticket is automatically created with the attached information on DevRev, by using a webhook.

## Installation

For detailed installation and configuration instructions, refer to the [Marker.io](https://docs.devrev.ai/integrations/marker-io) documentation.


Marker.io

Use a webhook to automatically create issues or tickes from Marker.io user feedback.

# 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.

# Harness

The Harness integration snap-in streamlines the development and deployment process by facilitating communication between DevRev, GitHub, and the Harness platform. 

It automatically updates the issues' status based on the progress of CI/CD pipelines, removing the need for manual interventions. This snap-in also offers visibility into deployment pipeline stages directly within related issues.

To enable, click on **Install** and follow the steps, including connecting with Harness. Default configurations are available with further personalization options. Learn more about the features in this snap-in.

## Features

### Automatic status updates

- Automatically update DevRev issue status based on Harness pipeline events.
- Mention DevRev issues in GitHub to route relevant Harness events.

### Decide which events to capture

- Configure the snap-in to capture specific pipeline events.
- Select from **start**, **success**, and **failed** events.

### Configurable mapping

- Map DevRev stage updates to specific Harness events.

### Get notified for each stage

- Timeline comments for each stage in the pipeline process.

## Benefits

- Reduced context switching and real-time updates.
- Automated notifications for key deployment events.
- Reduced errors through automated workflows and visibility.

## Installation

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


Harness

Automate GitHub, and Harness communication, updating issue statuses and providing visibility.

# 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).


Instabug

Create tickets or issues from Instabug in DevRev.

The smart sprint snap-in enables you to manage and synchronize sprints and development tasks in agile software development through automation. As a result of this automation, issues are assigned to the appropriate sprints based on their stage and other factors. This results in reduced manual workload and enhanced overall efficiency.

## Features

**Sprint assignment based on stage change**:

- Issues moved to the _in progress_ stage are automatically moved to the active sprint.

- Issues moved to the _prioritized_ stage are automatically moved to the planned sprint.

- Issues moved to the _backlog_ stage are automatically moved to the backlog section.

**Sprint assignments based on parent-child relationships**:

- Incomplete child issues are automatically updated to the same sprint as their parents.


**Sprint assignments based on parts change**:

- If there is a change in the parts of an in progress issue, it is moved to the appropriate active sprint.

- If there is a change in the parts of an issue in the _prioritized_ stage, it is moved to the appropriate planned sprint.

## Installation

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


Smart Sprint

Automations to manage and synchronize sprints and development tasks to reduce manual updates and improve efficiency.

## Review Ingestion Snap-in
This Snap-in extracts reviews from the Google Play Store using scraper and creates tickets.

**For Initial extraction**
    - Initial extraction can be invoked by the command `extract_initial_playstore_reviews` in the snap-in discussions.
    - The snap-in creates a subtype along with the necessary custom fields under it.
    - The snap-in ingests the number of reviews mentioned by the user in the configuration.
    - The extraction always starts from the latest.


Review Ingestion

Extracts reviews from the Google Play Store and creates tickets for them.

# **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.
   


CSAT Slack Notifier

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

This snap-in functions as an integration with Zendesk, the support platform. It retrieves existing links created between Zendesk tickets and Jira work items and creates a link between DevRev tickets and issues if both the external items have been imported into DevRev.

## How it works

The snap-in runs on a timed schedule and incrementally creates links between DevRev tickets and issues. During each scheduled run, the snap-in queries Zendesk for links between tickets in their platform and Jira work items, syncing this relationship into DevRev by creating a `Dependent on` link between the objects in the app.

Both the Zendesk ticket and the Jira item must have been imported into DevRev via Airdrop. This snap-in does not import tickets or issues, it only creates the links between them that exist on the external platforms.

## Features

- Connect your Zendesk instance to your DevRev organization.

- The automation runs on a schedule and automatically creates `Dependent on` links between the ticket imported from Zendesk and the issue imported from Jira.
  
## Installation

This snap-in requires only a Zendesk connection to be set up within the organization to function. The same connection used for Airdrop imports can be utilized.



Zendesk/Jira Link Migration

Link DevRev tickets with issues to match existing links between Zendesk and Jira.

![image](https://github.com/shashankcube/image/blob/main/Auto%20Reply1.png?raw=true)

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 bot 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.

## Installation

For detailed installation and configuration instructions, refer to the [automatic customer reply documentation](https://docs.devrev.ai/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.

# Spam Shield snap-in

The spam shield snap-in is a sophisticated tool designed to analyze the first customer message and determine whether a ticket or conversation is spam. It uses advanced algorithms to identify patterns indicative of spam content, ensuring that customer support teams can focus their efforts on genuine customer interactions.

## How it works

Once a ticket or conversation is created, the spam shield snap-in analyzes the customer message that created the conversation or ticket for spam indicators, such as marketing content, meaningless words or phrases, or out-of-office messages. It then flags the conversation or tickets as spam if it meets the predefined criteria.

## Features

- **User-controlled spam management**: Users can select the option whether to directly mark a conversation or ticket as spam or to provide a suggestion, allowing for a more nuanced approach to spam management.
  
- **Efficient spam detection**: The snap-in swiftly detects and flags spam messages, reducing the time spent by support agents on spammy conversations.

- **Cross-Channel Compatibility**:  It can analyze customer messages from various channels, providing comprehensive spam management across all customer touchpoints.


Spam Shield

The spam shield snap-in detects and flags spam messages across multiple channels, allowing support teams to focus on genuine customer interactions.

# Qase integration

## Overview
The Qase integration is designed to seamlessly connect Qase test case management with DevRev Build, facilitating collaboration between product development and QA teams. This integration aims to improve visibility, communication, and workflow efficiency by linking test cases and runs to DevRev issues and enhancements.

## How it works
The integration enables users to map test cases and test runs to specific DevRev issues and enhancements, create issues with tags from Qase defects, view test case details, and run statistics directly within DevRev. It leverages authentication mechanisms like OAuth, Tokens, or API Keys for secure connections.

## Features
- **Mapping functionality:** Easily link test cases and runs to DevRev issues and enhancements by embedding DevRev IDs in the Qase test case and running titles or descriptions.
- **Issue creation:** Create DevRev issues with specific tags from defects found in Qase, ensuring seamless bug tracking and resolution.
- **View test case details:** Access comprehensive information about linked test cases in DevRev, including ID, title, severity, owner, status, last run, and more.

## Summary
The Qase integration streamlines collaboration between development and QA teams by bridging Qase's test case management with DevRev's issue tracking and enhancement management. It enhances visibility, facilitates bug tracking, and improves overall workflow efficiency for teams using these platforms in tandem.


Qase

Connect Qase test management with DevRev for streamlined QA workflows.

# Customer Comment Triggered Stage Transition

When a reviewer comments on a ticket within the stages specified by users in the configuration, the stage will transition to a target stage set by the user in the configuration. This automation excludes tickets marked as spam.

:::note
Custom stages must be entered using their display names. For the target stage, if the user wants the ticket to be routed to any predefined stock stage, they should enter the corresponding backend value of the stock stage. For example, `Work In Progress` should be entered as `work_in_progress`.
:::


Customer Comment Stage Transition

Changes stage when customer comments on a ticket.

# HTTP archive file upload & sanitization

This snap-in allows clients to upload an HTTP archive file to a conversation and automatically sanitizes it. The automation also adds a new slash command to conversations to prompt end users to upload an HTTP archive file. The original unsanitized file is hard deleted upon upload and the sanitized file is reuploaded to the conversation.

## Features

- **Automatically sanitize**

  Upload a HTTP archive file to a conversation and automatically scrub all the sensitive fields. While there are default sanitization targets for headers, cookies, and MIME types, you can also configure additional ones.

- **Slash command**

  Use the `/har_upload` slash command from within DevRev conversations to prompt the user to upload a HTTP archive (`.har`) file.

- **Automatically hard-delete the unsanitized file**

  When the user uploads the HTTP archive (`.har`) file the snap-in automatically gets the file for sanitization and hard-deletes the original unsanitized version.

- **Reupload sanitized file**

  The sanitized file is automatically reuploaded to the client conversation.

## Installation

For detailed installation and configuration instructions, refer to the [HTTP archive file upload & sanitization](https://docs.devrev.ai/automations/har-sanitization) documentation.


HTTP Archive File Upload & Sanitization

Attach directly or prompt clients using a slash command to upload HTTP archive (.har) files and automatically sanitize them.

# 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.

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).
  


SLA Status Change Slack Notifier

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

# 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.

## 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.

# 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

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

## Features

- **Automated Article Creation**: This snap-in seamlessly extracts all pages from your Confluence space, creating articles that populate your knowledge base effortlessly.

- **Tailored Access Control**: Configure article access settings based on your preferences and the associated product, ensuring the right audience can access the content.

- **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.

## Installation

**To integrate Confluence snap-in with DevRev**

1. Go to **Integrations > Connections** and create a new connection with Confluence and authenticate your account.
2. Go to the **Snap-ins** section in your DevRev workspace settings.
3. Click on **Explore Marketplace**.
4. Search **Confluence**, and Click on **Install** next to the Confluence snap-in.
5. Provide an existing connection in the **Connections** tab or create a new connection.
6. Configure the snap-in by providing the product ​​you want the knowledge base articles to be associated with and the level of access.
7. Deploy the snap-in and start importing your knowledge base!

## How to use

**Importing articles for the first time**

1. Type the command `/sync_confluence <URL>` in the snap-in discussions tab on the right. Replace `<URL>` with your actual Confluence space URL without the brackets.
 
>**Note**: The URL should be in the following format - `https://<your-domain>.atlassian.net/wiki/spaces/<space-key>/overview`, where `<your-domain>` represents your specific domain address, and `<space-key>` is the unique identifier for the space containing the pages to be extracted.

2. Confirm that you want to create the articles.
3. The articles will be created and linked to the product you selected during the snap-in configuration. You can view the articles in the **Articles** section of the DevRev app.

**Updating your articles**

1. Come back to the snap-in discussions tab on the right and type the same command `/sync_confluence <URL>`.
2. This will synchronize the articles in the app with those available in the URL. The articles whose contents have changed will be updated. New articles which were not present earlier will be created.

## Installation

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


Confluence

Transforming Confluence Spaces into Insightful Articles.

# SLA breach notifier for conversation

The snap-in notifies the configured users via Slack in the specified channel whenever a conversation is nearing breach or has breached the SLA.

## **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(snap-in secret) in the DevRev app.

## **Features**

* It sends a Slack message whenever a conversation gets breached or close to breaching its SLA.
* It tags the owner of the conversation and the configured members.
* It adds a first-response-breach tag to the conversation when it breaches the First response SLA.
* It adds a second-response-breach tag to the conversation when it breaches the Second response SLA and adds the value of the tag for further breaches.

## How to use SLA breach notifier for conversation snap-in

1. In the **Configuration** tab, input the slack channel ID where the notifications are to be sent and select the tag to be added for the first response breach, and input the member emails whom to be notified on the first response breach.
2. Also, select the tag to be added for the next response breach and input the member emails of whom to be notified on the next response breach.
3. Install the snap-in.


SLA-Breach-Notifier-Conversation

Notifies the slack channel when a conversation breaches SLA

## 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.

The OLA metric on issues snap-in allows you to configure stages of an issue to _start_, _pause_, and _stop_ the Issue OLA metrics.

The default metric to track issue resolution time is supported by default. Contact our support team if you require additional metrics.

### How it works

To configure:
1. Set the issue stages in which you want to start, pause and stop the Issue Resolution timer.
2. Defining stage values for starting and stopping the timer is compulsory. Ensure that the same stage value is not repeated across any of the start, pause and stop options. Once configuration is saved, no edits are allowed on the configuration.
3. Install the snap-in.
4. A metric by the name ‘Issue Resolution Time’ is created and can be used while creating OLAs for Issues.



OLA Metrics On Issues

# Bitbucket for DevRev

Connect Bitbucket with DevRev to sync your work and get real-time issue and status updates based on code activity.

The Bitbucket snap-in removes the need for manual issue management by connecting DevRev issues with Git actions. By automating issue handling, developers can focus on meaningful work rather than administrative tasks. This approach resonates with those who've encountered issues like delivering patches without proper tracking, spending time updating issue statuses, or finding issue management distracting.

You can link your Bitbucket commits, branches, and pull requests with existing DevRev issues without creating issues automatically in DevRev. The issues' statuses are guided by Bitbucket activity, transitioning from _In Development_ to _In Review_ and _Closed_ stages. This ensures comprehensive work tracking and enhances team visibility, minimizing disruptions.

However, if you choose to work in Bitbucket and never create or link an issue, you shouldn’t have to sweat it. This snap-in can automatically create issues that track all associated commits, branches, and pull requests. The auto-created issue is auto-populated with the PR description and related Bitbucket events. The status of these issues is driven by Bitbucket 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

**Automatic status updates**

Associate your Bitbucket commits, branches, and pull requests with the corresponding DevRev issues and tickets to integrate with the relevant DevRev issue or ticket. This integration enables you to take action on Bitbucket events within the DevRev issue/ticket, automating manual tasks. Mention DevRev issues or tickets in Bitbucket using either display IDs (for example, ISS-34) or object IDs (for example, ticket:34), with case insensitivity. You can include a DevRev issue/ticket reference in branch names, commit messages, or PR titles. You can define which stage an issue is updated to in the configuration screen for each Bitbucket event like new commit, new pull request open, new branch creation, and PR close. 

**Autocreate issues from Bitbucket branch**

If you do not explicitly associate your DevRev issue to Bitbucket branches, commits, or PRs, then we can auto-create your issues so you have an account of all your Bitbucket activity. This feature automatically creates an issue when a new branch is created, and tracks all associated commits and pull requests on this issue. The auto-created issues will move status based on Bitbucket activity, to _In Development_ based on branch and commit activity, and _In Review_ when PRs are created. When PRs are merged, the issue will be automatically closed, though this behavior is configurable.

**Autocreate issues from Bitbucket PRs**

You can choose to automatically create issues when a new PR 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 Bitbucket activity, and events are posted on the DevRev issue timeline.

Issues auto-created from Bitbucket branches or PRs are called autonomous issues, and have the tag `autonomous`.

**Attribute part to autonomous work**

Autonomous issues originating from Bitbucket will be attributed to a default part. You can configure the default part while setting up your snap-in. Every issue in DevRev must have a part attribution.

**Auto-populate autonomous work descriptions**

When a new Bitbucket PR is opened or edited, then the related autonomous issue description is updated with the latest PR description. If the user has removed the auto-generated text, then the automation will no longer update the description from PRs. Similarly, autonomous work titles are updated with the PR 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 PR body and the autonomous issues tagged with the branch/PR. When a new Bitbucket PR is opened/edited, for all the autonomous tagged work items(by branch/PR), automatically mark the issues mentioned in the PR as related.

**Automatically close autonomous work**

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

**Bitbucket Commands**

Enable quick actions to close or attribute a PR to a DevRev issue with the slash command.

- `/towards`: Use the `/towards` command in the PR description to associate the related Bitbucket activity to the issue. This will ensure that the PR and issue are linked such that related events are posted and issue status is driven by Bitbucket events.
- `/close {work-id}`: Use `/close ISS-3 ISS-4` in a PR body to automatically close a specific issue when the PR is merged. You can also use `/close #work` to close all associated issues with a PR when that PR is merged without knowing the specific IDs.

**Automatic PR tasks**

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

**Automatic PR reminders**

When a pull 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 Bitbucket pull request to the DevRev issue to enable these reminders. There are several ways to link your Bitbucket pull requests to DevRev Issues. You can do so by mentioning the DevRev issue ID in the pull requests title or body, or mentioning it in the branch name or commit message. Reminders are also posted for issues created autonomously.

You can choose to set up the inactive period in the number of days through the setting to specify the number of days before sending PR reminders.

## Installation

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


Bitbucket

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

The CSAT on ticket snap-in enables you to measure customer satisfaction for ticket resolution. The collected feedback can be used to enhance customer experience.

## Features

- **Customized questions and response message**

  You can customize the survey question that appears when the survey scale is displayed to the customer during the snap-in installation. Likewise, the survey response message displayed to the          customer after they submit the survey can also be customized.

- **Simple survey response scale**

  A simple built-in five-point survey response scale encourages a higher response rate. Build a better understanding of customer satisfaction by using tickets with more responses. Although the scale   remains constant, the button text can be customized to suit your needs.

## Installation

For detailed installation and configuration instructions, refer to the [CSAT on ticket documentation](https://docs.devrev.ai/automations/csat-tickets).


CSAT on Ticket

The CSAT on Ticket snap-in offers a simplified approach to measure customer satisfaction level with ticket resolution. Valuable feedback from these surveys can be utilised to enhance the overall customer experience.

## 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.

# 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.


Twilio

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

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).


Jira

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

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

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

Import your Salesforce accounts, cases and users.


<img alt="image" src="https://user-images.githubusercontent.com/98844776/227121358-6a29ba46-d97a-4f46-84ce-53b6781b8135.png">

Using the slash commands you can access specific actions quickly and use DevRev's Turing AI to perform some out-of-the-box functions.

## How it works

In the Discussion section, enter '/' in the text field to see a list of commands that apply to the source item.

## Installation

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



Slash Commands

Slash commands in DevRev powered by Turing AI for more productivity.

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

Goodmeetings

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

The sentiment evaluator snap-in uses advanced sentiment analysis algorithms to evaluate the customer sentiment of every resolved conversation and classify it into one of the following categories:  
* Delighted
* Happy
* Neutral
* Unhappy
* Frustrated

Additionally, it provides a concise justification for its analysis, empowering customer experience engineers with actionable insights into customer sentiment.

>Note: The sentiment evaluator snap-in is only available for the dev users.

## How it works

Once a conversation is resolved, the sentiment evaluator snap-in analyzes the customer messages, catching nuanced emotional cues, and categorizes the sentiment accordingly.

## Features

- **Immediate analysis**

    It provides fast and accurate sentiment analysis once a ticket is resolved.
 
- **Sentiment breakdown**

    It doesn't just classify sentiments, it also provides a clear justification for its analysis, helping you understand your customers better.
 
 - **Cross-platform compatibility**

     It can analyze customer interactions via email, PLuG, Slack, or any other medium.

- **High accuracy**

    It minimizes errors by only assigning sentiments when it has high confidence.

## Installation

For detailed installation and configuration instructions, refer to the [Sentiment evaluator documentation](https://docs.devrev.ai/automations/sentiment-evaluator).


Sentiment Evaluator

Evaluate the sentiment of every resolved conversation and provide a brief justification, classifying them into one of five categories: `frustrated`, `unhappy`, `neutral`, `happy` or `delighted`.

Make it snappy

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