Import all your Freshdesk Knowledge Base to DevRev.

Seamlessly migrate your entire Freshdesk Knowledge Base into DevRev. This integration ensures that your content, structure, and user permissions are accurately preserved.

## Features

- **Comprehensive Article Migration**

  Effortlessly import all articles, folders, and categories from Freshdesk into the DevRev Knowledge Base. Maintain the original organization and hierarchy to ensure users can easily navigate the imported content.

- **Attachment Transfer**\
  All associated attachments are imported alongside their respective articles, ensuring no critical files are lost during migration.

- **Agent and Permission Mapping**\
  Automatically import all agents along with their assigned permissions. Access levels for each Knowledge Base article are preserved, ensuring a secure and accurate transfer of responsibilities.

## Installation

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

fd-articles.svg

DevRev Marketplace

Freshdesk Articles

Migrate your entire Freshdesk Knowledge Base—including articles, attachments, folders, categories, and agent permissions—into DevRev while preserving the original structure and access controls.

The Microsoft Dynamics 365 Snap-in will enable seamless data import from customer relationship management (CRM) and enterprise resource planning (ERP) workflows into your application. By integrating this add-on, users will be able to sync customer data, sales opportunities, financial records, and service management data directly into your platform for improved business operations and decision-making.

## Features

- **Automated CRM & ERP Data Import**

  Customer records, sales opportunities, and financial data from Microsoft Dynamics 365 will be automatically imported into your application, ensuring real-time updates and accurate business insights.

- **Integration with Existing Business Systems**

  Imported data will be mapped to your platform’s CRM, ERP, or other business management tools, ensuring smooth synchronization with existing records and workflows.

- **Customizable Data Mapping & Field Synchronization**

  Users will be able to define how Microsoft Dynamics 365 data fields correspond to fields in your application, ensuring compatibility and flexibility in the integration.

- **Real-Time Syncing for Sales, Service, and Finance**

  Any updates to customer records, sales opportunities, or financial transactions in Dynamics 365 will be reflected in your platform, keeping all systems aligned and up to date.


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Microsoft Dynamics 365

Align sales, support, and product teams with a shared customer view.

The Microsoft Outlook Snap-in will enable seamless data import from email workflows into your application. By integrating this add-on, users will be able to sync emails, attachments, and metadata directly into your platform for enhanced communication management and productivity.

## Features

- **Automated Email Import**

  Emails, including content, attachments, and metadata, will be automatically imported into your application, enabling users to access and manage their email communications directly within your platform.

- **Integration with Existing Communication Systems**

  Imported email data will be mapped to your platform’s messaging or CRM systems, ensuring smooth synchronization with ongoing communication workflows.

- **Customizable Email Data Mapping**

  Users will be able to define how Outlook email fields, such as sender, subject, and timestamps, correspond to fields in your application, ensuring flexible email management and processing.

- **Real-Time Email Syncing**

  Any new emails or updates to existing threads in Outlook will be reflected in your platform, ensuring up-to-date access to the latest messages and communication.


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Microsoft Outlook

Track customer emails and streamline collaboration across teams.

The Zoom Transcript Snap-in will enable seamless data import from Zoom meetings and webinars into your application. By integrating this add-on, users will be able to sync meeting transcripts, participant details, and audio-to-text data directly into your platform for improved meeting management and collaboration.

## Features

- **Automated Meeting Transcript Import**

  Meeting transcripts, including audio-to-text conversion, timestamps, and speaker identification from Zoom will be automatically imported into your application, ensuring that all meeting content is captured and accessible.

- **Integration with Existing Collaboration & CRM Systems**

  Imported meeting transcripts and participant data will be mapped to your platform’s collaboration, CRM, or project management tools, enabling smooth synchronization with ongoing communication and tasks.

- **Customizable Transcript Data Mapping**

  Users will be able to define how Zoom’s transcript fields, such as speaker labels, conversation timestamps, and discussion points, correspond to fields in your application, allowing for tailored reporting and meeting follow-up.

- **Real-Time Syncing for Meeting & Transcript Updates**

  Any new meeting transcripts or updates to existing ones in Zoom will be reflected in your platform, ensuring that all meeting-related data remains current and accessible.


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Zoom Transcript

Turn customer conversations into actionable insights with automated transcripts.

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

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

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

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

## Features

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

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

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

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

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

## Installation

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

DevRev.svg

Convergence

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

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

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

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

## Features

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

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

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

## Installation

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

glean.svg

Glean Connector

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

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

## Features

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

## Installation

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

## Connections

### Slack Bot PAT

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

SLA Breach Notifier for Conversations

Notifies the Slack channel when a conversation breaches SLA.

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

## Features

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

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

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

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

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

  &nbsp;

## Installation

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

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Slack Broadcaster

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

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

## Features

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

## Installation

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


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Calendly

Streamline prospect meetings with Calendly & DevRev

# Twilio

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

## Prerequisites

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

## Features

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

## Installation

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


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Twilio

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

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

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

## Features

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

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

## Installation

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

### Prerequisites

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

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

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

### Limitations

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


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WhatsApp

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

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

## How it works

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

## Features

**Recipe mapping**

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

**Import**

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

**Sync to DevRev**

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

**Sync to Jira**

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

## Installation

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


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Jira

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

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

## Features

**Import**

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

**Sync to DevRev**

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

**Sync to Zendesk**

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

## Installation

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


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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).


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Salesforce

Import your Salesforce accounts, cases and users.

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

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

## Features

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

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

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

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

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

- **Support for attachments and raw email**

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

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

## Installation

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


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Email Integration

Enable your customers to create conversations and tickets using email.

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

## Features

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

- **Conversation tracking**

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

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

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

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

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

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

## Installation

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

Slack

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

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

This snap-in accommodates both workflows: 

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

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

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

## Features

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

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

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

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

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

## Installation

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

2. Authenticate your Bitbucket account.

3. Configure default settings or personalize them as needed.

4. Start syncing DevRev issues with Bitbucket activity.

Bitbucket.svg

Bitbucket Integration

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

# 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).


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GitHub

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

# 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).


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Harness

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

The Qase Integration connects Qase's test case management with DevRev Build to streamline collaboration between QA and product development teams. By linking test cases and test runs to DevRev issues and enhancements, it improves visibility, bug tracking, and workflow efficiency. Users can securely authenticate using Token, create tagged issues from Qase defects, and access test case details and run statistics directly within DevRev.

## Features

- **Mapping Functionality**\
  Link test cases and runs to DevRev issues and enhancements by embedding DevRev IDs in Qase titles or descriptions.

- **Issue Creation**\
  Automatically create DevRev issues with relevant tags from Qase defects to ensure smooth bug tracking.

- **View Test Case Details** \
  Access linked test case information in DevRev, including ID, title, severity, owner, status, and last run.

## Installation

Follow these steps to install the snap-in:

1. Go to **Settings &gt; Snap-ins**.

2. Search for **Qase** under the **All Snap-ins** tab and open it.

3. Click the **Add** button in the top-right corner.

4. Provide the required configuration options and complete the installation.

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Qase

Connect Qase test management with DevRev to streamline QA workflows and enhance collaboration.

Resolve L1/L2 customer queries automatically at scale without human intervention.

## Benefit

Cut staffing costs and enable 24/7 scalable support without increasing headcount.

## Skills

- **Automated Query Resolution**

  Instantly resolve common customer queries without human intervention.

- **Create Tickets**

  Generate support tickets for issues that require escalation.

- **Handover to Human**

  Transfer conversations to human agents for complex queries.

- **Search Documentation**

  Access knowledge base articles to provide accurate answers.

- **Custom Skills**

  Add or request custom skills tailored to your industry and domain.

## Book a Demo

Know more about how DevRev's CX Agent can transform your customer service by booking a demo [here](https://devrev.ai/request-a-demo).

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Customer Experience Agent

Resolve L1 & L2 customer queries with a fast, accurate, and context-rich chat interface.

Boost sales teams performance through efficient account management, meeting preparation, in-depth opportunity evaluations, and strategic recommendations.

## Benefit

High sales rep productivity, increase conversion, reduce meeting prep time, and shorten sales cycle.

## Skills

- **Account Evaluation**

  Evaluate a company for sales potential and generate pitch-ready insights.

- **Meeting Preparation**

  Gather critical account data and signals to enhance meeting effectiveness.

- **Next Best Action Recommendation**

  Recommend data-backed strategic actions or next steps for effective client engagement.

- **SDR Meeting Scheduler**

  Automate the lead qualification, assessment, and scheduling of SDR meetings.

- **Account Summary**

  Condense essential account information to facilitate quick decision-making.

## Book a Demo

Know more about how DevRev's Sales Agent can transform your sales efficiency by booking a demo [here.](https://devrev.ai/request-a-demo)

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Sales Agent

Drive higher productivity per sales rep. through efficient and seamless sales operations.

Access org-wide knowledge, find information effortlessly, enhance collaboration, and make informed decisions.

## Benefit

Boost employee efficiency, reduce information search time, increase data accessibility and quality.

## Skills

- **Document Search**

  Retrieve answers from the knowledge base to provide quick and accurate information.

- **Search Meetings**

  Locate specific information within meeting transcripts to enrich user query responses.

- **Web Search**

  Conduct external web searches to supplement enterprise data with broader context.

- **DevRev Search**

  Extract relevant insights from all your DevRev apps and data.

- **Email Search**

  Extract necessary details from emails for efficient resolution of queries.

## Book a Demo

Know more about how DevRev's Search Agent can transform your employee productivity by booking a demo [here](https://devrev.ai/request-a-demo).

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Search Agent

Access organization-wide knowledge, find information effortlessly, enhance collaboration, and make informed decisions.

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