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.svg

DevRev Marketplace

Jira

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

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

## Features

### Automated meeting sync:

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

### Fully autonomous to-do list:

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

## Installation

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

## Contact

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

logo1.webp

Goodmeetings

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

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

## Features

**Import**

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

**Sync to DevRev**

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

**Sync to Zendesk**

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

## Installation

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


zendesk.svg

Zendesk

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

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

## Features

**Import**

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

**Sync to DevRev**

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

**Sync to Salesforce**

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

## Getting Started

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


salesforce.svg

Salesforce

Import your Salesforce accounts, cases and users.

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

## Features

**Import**

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

**Sync to DevRev**

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

## **Installation**

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


hubspot.svg

HubSpot

Leverage your existing HubSpot customer records via DevRev.

# GitLab for DevRev

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

## Overview

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

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

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

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

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

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

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

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

## Features

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

### Automatic status updates

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

### Autocreate issues from GitLab branch

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

### Autocreate issues from GitLab MRs

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

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

### Attribute part to autonomous work

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

### Enrich autonomous work descriptions

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

### Link autonomous work with related issue

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

### Automatically close autonomous work

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

### Automatic MR tasks

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

### Automatic MR reminders

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

gitlab.webp

Gitlab

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

## Snowflake

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

## Features

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

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

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

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


icon.webp

Snowflake

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

## Export articles to CSV

The Articles Export Snap-in is a powerful tool for seamless extraction of articles from the DevRev platform. This feature enables users to convert all available articles into a CSV (Comma-Separated Values) file format, which is widely used for data exchange and can be imported into various applications for further analysis or reporting. Once the export process is complete, the Snap-in provides a convenient downloadable URL, allowing users to access the CSV file directly from the Snap-in timeline.

## Features:
- **Comprehensive Export Functionality:** The Snap-in includes a command that efficiently exports all articles from the DevRev platform into a structured CSV file. This ensures that users have a complete and organized dataset at their disposal.


icon.svg

Export Articles to CSV

# Jira Service Management for DevRev

The Jira Service Management Airdrop Snap-in enables you to import your service desks from Jira Service Management into DevRev. You can migrate issues, users, customers, and more for an easier onboarding experience. Import one project or multiple from Jira Service Management to DevRev.

## Features

**Recipe mapping**

Recipe mapping ensures no critical Jira Service Management 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 Service Management projects.

**Import**

The import feature allows for a one-time bulk migration of a Jira Service Management 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 Service Management project.

## Installation

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


jsm_logo.webp

Jira Service Management

Import your Jira Service Management issues as DevRev tickets.

# 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.svg

Qase

Connect Qase test management with DevRev for streamlined QA workflows.

## ReadMe

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

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


## How to use

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

### Updating your articles

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

readme.svg

ReadMe

Transforms ReadMe Guides into Insightful Articles.


The SendSafely snap-in functions as a connector with SendSafely, allowing customers to upload and use files via SendSafely.

## How it works

The snap-in operates through a webhook that generates an upload link based on the provided SendSafely configuration. Once the URL is generated, a webhook listens for file upload events and updates accordingly. The snap-in also includes an API integration with SendSafely, enabling direct file uploads to SendSafely and sharing the uploaded file URL with the customer.

## Features

- Send files from DevRev to SendSafely.
- Request files from customers and upload them to SendSafely.
- Create different dropzones for different groups within DevRev.
- Track which work items have been used with SendSafely.
- Manage the files and recipients directly from the Dicussion tab of Tickets and Issues. 

## Installation

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


sendsafely.svg

SendSafely integration

You can share your files through sendsafely

## How it works

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

## Installation

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


fullstory.svg

FullStory Sessions

Bring sessions from FullStory into DevRev.

# Slack broadcaster

The Slack broadcaster snap-in is a specialized automation tool designed to streamline the process of posting broadcast messages, both for customers and within your organization. Seamlessly integrated with Slack, it facilitates the 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 guide you through the necessary steps to connect and configure it. For detailed instructions, refer to the [Slack snap-in docs](https://devrev.ai/docs/integrations/slack).

## Features

- **Customer release notes**: Automatically share release notes with customers via Slack in the Slack Connect channel.
- **Account linking**: Facilitate easy linkage of Slack channels to accounts using the `/slack_broadcaster_link <channel_id>` command within the account timeline. To unlink, use the command `/slack_broadcaster_link invalid` in the account timeline.
- **Bulk account update**: Simplify linking multiple accounts to Slack channels using `/slack_broadcaster_upload external` or `/slack_broadcaster_upload internal` and upload a CSV file containing account display names and Slack channel IDs.
- **Internal release notes**: Share broadcast messages within the organization by uploading a CSV file with Slack channel names and IDs using `/slack_broadcaster_upload internal`.
- **Configuration management**: Ensure that only authorized users in specific groups can post messages to Slack channels.

## Slash Commands

The 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`: Uploads a CSV with Slack channel name and ID for internal broadcasts.
- `/slack_broadcaster_upload external`: Uploads a CSV with account display name and Slack channel ID for private channels or channel name and ID for public channels.
- `/slack_broadcaster_show_links`: Displays all linked channels along with accounts and internal channels before posting.
- `/slack_broadcast`: Broadcasts release notes and important updates directly to Slack.
- `/periodic_slack_broadcast`: Periodically broadcasts the release notes to a Slack channel.
- `/schedule_slack_broadcast`: Schedules a broadcast for a specific date and time.
- `/cancel_all_scheduled_broadcasts`: Cancels all scheduled and periodic broadcasts.

:::note
Ensure to run these commands in the DevRev app snap-in **Events** tab for them to function correctly.
:::

## How to Use

1. **Set up Slack Connection**:

   - Connect your Slack workspace with DevRev for seamless communication.
   - Invite the DevRev bot to your Slack private channels using the `/invite` command in slack application. **Note**: You do not need to invite the bot to public channels.

2. **Broadcasting messages**:

   - Use the `/slack_broadcast` command to broadcast to the customers.

3. **Scheduling broadcast**:

   - Use the `/schedule_slack_broadcast` command to schedule a broadcast.
   - Select the accounts for the message.
   - Write the message and specify the date and time in UTC.
   - Submit if confident.

4. **Periodic broadcasting**:

   - Use the `/periodic_slack_broadcast` command for a periodic broadcast.
   - Select the accounts, write the message, and specify the day and hour.
   - Submit if confident.

## Inputs

- **Internal channels**: Specifies where the broadcasted message should be posted internally, populated using slash commands.
- **Access groups**: Determines user access for broadcasting messages.

## CSV Format

When uploading a CSV to link accounts or channels:

- **External channels**: Provide the account display name in one column and the Slack channel ID in another.
- **internal channels**: Provide the channel name in one column and the Slack channel ID in another.


slack.svg

Slack Broadcaster

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

# 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.svg

Harness

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

# 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.svg

GitHub

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

# Datadog

This integration links Datadog's monitoring system with DevRev's incident management, simplifying the process of managing incidents triggered by Datadog alerts. It automatically generates new incidents and updates existing incidents in DevRev using data from Datadog, allowing your team to address issues efficiently without manual tracking. Additionally, it supports reverse synchronization, meaning updates made in DevRev can be reflected back in Datadog, maintaining a seamless, two-way incident management workflow. 

## Features

- **Automated incident creation**: When an incident is triggered in Datadog, the snap-in automatically creates a corresponding incident in DevRev. The webhook from Datadog delivers a payload that includes essential information such as the severity, stage, incident description, and relevant details. This ensures that critical incidents are immediately tracked and handled in DevRev.

- **Automated incident updation**: When an incident is updated in Datadog, the changes are reflected in DevRev.

- **Two-way synchronization**: The snap-in supports bidirectional updates, meaning changes made in DevRev are also reflected back in Datadog. This ensures consistency across both platforms, keeping your monitoring and incident management workflows fully aligned.

- **Real-time synchronization**: The snap-in ensures that incidents are created or updated in real-time, reducing delays between detection and resolution. DevRev captures the necessary incident details from the Datadog payload, allowing teams to address and mitigate issues.

- **Seamless integration**: The snap-in is built to streamline workflows, minimizing the need for manual intervention. Once set up, it automatically translates Datadog incident data into actionable items within DevRev, helping teams focus on resolution without switching between tools.

## Installation

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


datadog.svg

Datadog

Integrate Datadog with DevRev to automate and streamline incident tracking and resolution.

# Exotel

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

## Features

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

## Installation

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


exotel.svg

Exotel

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

This snap-in 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.svg

Glean Connector

Index DevRev objects into Glean to enable your global search.

# 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.svg

Marker.io

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

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.

# 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

## Snowflake Integration Snap-In

This snap-in allows to import Account data, Contact data, Opportunity data from Snowflake to DevRev. With this snap-in you can integrate Snowflake and DevRev to import Account data, Contact data, Opportunity data seamlessly between the two. **Snowflake Integration** facilitates seamless integration between Snowflake and DevRev, enabling the efficient import of critical business data such as Account data, Contact data, and Opportunity data. With this solution, you can automate the transfer of information, ensuring that your Snowflake database and DevRev system remain synchronized without manual effort.


## Features

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

- **Contact Data Integration**
Synchronize contact details to ensure customer information is consistently maintained across platforms.

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

- **Data Import and Synchronization** 
Synchronize data from Snowflake to DevRev in near real-time, ensuring your team always has the latest information. Easily map fields between Snowflake and DevRev to tailor the integration to your specific business needs. Import large volumes of Account, Contact, and Opportunity records without performance degradation.

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

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

- Use `/initialize_snowflake_import` command in the snap-in **Discussions** tab to start the import process. 


snowflake.svg

Import Accounts, Contacts, Opportunities from Snowflake into DevRev

# 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).




posist.svg

Work Items Part Updater

Automate the updation of part for historical tickets/issues

# Instabug for DevRev

Seamlessly bring user feedback from Instabug into DevRev.

## Features

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

## Installation

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


instabug.svg

Instabug

Create tickets or issues from Instabug in DevRev.

## Overview

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

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

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

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

## Features

### User email validation

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

## Installation

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


descope.svg

Descope Identity Validation

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

The ServiceNow Airdrop connects your ServiceNow ITSM and CSM data with DevRev's customer platform.

## Features

**Import**

Import ServiceNow records, incidents, tasks, and customer data into DevRev with a single operation.

**Sync to DevRev**

Keep your DevRev environment current with updates from ServiceNow. Any changes made in ServiceNow automatically appear in DevRev, giving your teams access to the most recent information.

**Sync to ServiceNow**

Maintain two-way data flow with Sync to ServiceNow. Updates made in DevRev transfer back to ServiceNow, preserving your existing workflows while adding DevRev's capabilities.

**Enhanced AI Capabilities**

Once in DevRev, your ServiceNow data powers AI-driven enterprise search, intelligent clustering, and advanced analytics - transforming your service data into actionable insights.

## **Installation**

For detailed installation instructions and technical specifications, visit our [ServiceNow Airdrop documentation](https://devrev.ai/docs/integrations/servicenow).


servicenow.svg

ServiceNow

Migrate and sync ServiceNow data with DevRev's Airdrop.

# 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.svg

Bitbucket

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


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

## Features

- **New customer creation**:

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

- **Update reported by**:

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

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

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

## Installation

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


DevRev.svg

Reported By Enricher

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

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

## Features

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

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

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

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

## Installation

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


Roster-Based-Conversation-Routing

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


Seamlessly import your documents from Paligo to DevRev.

## Features

- **Import**

The import feature enables a one-time bulk transfer of Paligo folders, and documents into DevRev. Folders are imported as collections, and documents 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 Paligo records.

## Installation

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


Paligo.svg

Paligo

Seamlessly import your documents from Paligo.

## StageFlow Automator

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

## Features

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

## How to use StageFlow automator snap-in

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

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

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



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

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

StageFlow Automator

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

# DSAT Survey:

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

## Features

### Automated survey posting

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

### Customizable survey questions

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

### Integration with Developer360 Dashboard

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


DSAT Survey

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

The Linear Airdrop Snap-in allows for the seamless migration of Linear issues to DevRev. Once integrated, the Linear Snap-in ensures continuous synchronization by receiving real-time updates from Linear and automatically syncing them with DevRev. It maps issue fields to DevRev attributes for efficient tracking and utilizes DevRev’s collaboration tools to streamline issue management.

## How it works

Linear Import offers various ways to import and sync issues and users from Linear. You can import issues as many as you want and choose between a one-time import or a continuous one-way sync or a continuous two-way sync.

## **Features**

**Import**

The basic import allows you to perform a 1-time import of Linear issues and users from a team.

**Sync to DevRev**

With sync to DevRev, you can resync a previous import to pull in any new issues or changes to previously imported issues from a Linear team.

**Sync to Snap-ins**

The sync to Linear feature enables changes made in DevRev to be reflected back in Linear, ensuring complete synchronization between both platforms and allowing teams to work in their preferred environment.

## **Installation**

To use Linear Import, go to **Settings > Imports** then select **Start Import** or **Import**. See the full [Linear Import docs](https://devrev.ai/docs/integrations/linear) for details.


Linear.svg

Linear

Sync Linear issues for a seamless DevRev onboarding experience.

The Org tags sync snap-in is an automation to streamline the management and synchronization of tags across multiple organizations. By automating tag creation and updates, this snap-in ensures that organizations remain consistent and up-to-date.

## Features

- **Automatic tag creation**  
  When a new tag is created in the main organization, the snap-in ensures the tag is automatically propagated to all linked organizations.

- **Automatic tag updates**  
  Updates to existing tags in the main organization are reflected in other organizations.

- **Bulk synchronization via command**  
  This process copies all existing tags from the main organization to other linked organizations.

## Installation

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


Org Tags Sync

The Org Tags Sync snap-in ensures tag management by syncing creations and updates from the main organization to others.

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

## Features

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

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

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

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

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

## Installation

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


Ticket Tagger

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

# Account tier updater

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

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

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

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


Account Tier Updater

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


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


## How it works

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

## Feature

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

## Installation

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


Bulk Work Item Uploader

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

Bring your Confluence articles into DevRev to unlock new ways to engage with your content. Once imported, your articles can be shared with customers via the DevRev portal, consumed by AI to help answer customer inquiries, and connected to other parts of your product ecosystem. Articles can be linked to related products, capabilities, features, users, and customers, enriching your DevRev Knowledge Graph and making content more actionable.

## Features

**Import**

Import all of your Confluence articles in bulk, setting the foundation for future insights and actions within DevRev.

**Sync to DevRev**

Keep your knowledge base up-to-date by syncing new and updated articles since the last import or sync. Run this process manually or automate it on a schedule for hassle-free updates.

**Enriched Relationships**

Link articles to relevant parts of your product, such as related features and capabilities, as well as users and customers, creating a connected ecosystem where content is contextually aware and useful in multiple scenarios.

**AI-Driven Answers**

Enable AI to tap into your imported Confluence articles, helping answer customer questions more accurately by drawing on the rich relationships between articles, product parts, and users.

**Periodic Sync**

Set up a scheduled sync to automatically pull in new content and updates from Confluence on a recurring basis, keeping your DevRev knowledge fresh and comprehensive.

**Getting Started**

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

Confluence.svg

Confluence

Transforming Confluence Spaces into Insightful Articles.

Broadcast a message from an incident discussion to the internal discussions of all linked tickets.

## Installation

1. Install this Snap In in your DevOrg.
2. Post a message in the Incident 'Broadcast communication' panel surface to broadcast a message to the tickets linked to the Incident.


Incident Tickets Communication

Broadcast a message from an incident to all the linked tickets.

## 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.

# Account deduplication

The **Account deduplication** snap-in merges the primary account (which continues syncing with the external source) with the secondary account (which ceases syncing with the external source).

## Features

1. **Add Tag Command:** The `/add_tags` command assigns specific tags to the respective accounts for better identification and tracking. 
2. **Merge Account Command:** The `/merge_duplicates` command performs the merging of the secondary account into the primary account which has the `duplicate-account` and `original-account` respectively. 
3. **Command Controls**: The `stop` flag pauses the script at its current state, enabling adjustments or reviews before resuming. The `reset` flag clears all checkpoints, restarting the script from the beginning. 

## Installation

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


Account Deduplication

Effortlessly merge duplicate accounts from multiple external sources while maintaining primary syncs.

# 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.

# Ticket age in engineering

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

## Features

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

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

- **Automatically calculate ticket age in engineering**

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

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

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

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

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

## Installation

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


Ticket Age in Engineering

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

# Bulk delete data

The bulk delete data snap-in enables users to delete multiple tickets, issues, accounts, or contacts in DevRev efficiently using a command-based approach and tag filtering. It also includes access control to ensure secure usage.

**Important:** Data is permanently deleted and cannot be recovered.

## Features

- **Command-based deletion**: Trigger deletions with `/bulk_delete` command and then choose the object type, such as tickets, issues.
- **Tag filtering**: Deletes only items matching the selected tags for precise control.
- **Access control**: Ensures only authorized users can perform deletions.
- **Confirmation prompts**: Ensures users explicitly confirm whether they want to proceed with deletions, minimizing accidental actions.
- **Parallel processing**: Executes deletions concurrently for faster performance.
- **Error handling**: Logs failed deletions and provides feedback in the timeline.
- **Feedback summary**: Displays results in the timeline, including success, skips, and errors.

## Installation

For detailed instructions and configuration instructions , refer to the [Bulk delete data document](https://devrev.ai/docs/automations/bulk-delete)


Bulk Delete Data

Deletes accounts, contacts, issues or tickets entirely based on tags.

## 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.

# Stage Breach Notifier

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

## **Features**

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

# How to use stage breach notifier

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

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

Stage Breach Notifier

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

# Slack Blockers Notifier

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

## **Configurations**

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

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

## **Features**

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

## How to Use

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

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


Blockers Slack Notifier

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

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

## Feature

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

## Installation

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


Search Node

The [**send customized emails**](https://docs.devrev.ai/automations/send-emails) snap-in includes the custom operation _send emails_, which is available in the Workflow builder upon activation. This automation enables sending personalized email messages. 

## Features
- **Template integration** – Uses SendGrid templates directly by specifying a template name.
- **HTML support** – Allows custom HTML formatting for creating personalized email templates.
- **Multi-purpose usage** – Can be used for various email notifications simultaneously.


## Installation

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


Send Customized Emails

Easily send personalized emails to users with tailored content and formatting.


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.

# 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

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.svg

Calendly

Streamline prospect meetings with Calendly & DevRev

# Twilio

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

## Prerequisites

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

## Features

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

## Installation

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


Twilio.svg

Twilio

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

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

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

## Features

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

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

## Installation

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

### Prerequisites

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

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

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

### Limitations

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


whatsapp.svg

WhatsApp

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

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

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

## Features

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

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

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

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

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

- **Support for attachments and raw email**

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

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

## Installation

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


email-icon.webp

Email Integration

Enable your customers to create conversations and tickets using email.

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

## Features

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

**Conversation tracking**

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

**Create tickets**

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

**Preview record**

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

**Ticket updates**

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

**Personal view of tickets**

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

**Share ticket**

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

## Installation

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


Slack

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

Make it snappy

Start building your own Snap-ins

Get started with SnapKit