Track Issue OLAs with customizable timer controls that start, pause, and stop based on specific issue stages.

## Features

- **Customizable OLA Tracking** \
  Define which issue stages trigger timer actions for accurate resolution time measurement.

   

- **Built-in Resolution Metric**\
  Use the pre-configured "Acknowledgment Time" metric for OLA creation and reporting.

## Installation

For detailed installation and configuration instructions, refer to the [Ola Metric on Issues snap-in documentation](https://devrev.ai/docs/product/ola#defining-ola-metrics).

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DevRev Marketplace

Acknowledgment Metric on Issues

The Acknowledgment Metric on Issues Snap-in enables customizable tracking of Issue Operation Level Agreements (OLAs) using configurable timers that start, pause or stop based on defined issue stages.

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

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).


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Convergence

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

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

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

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

## Features

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

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

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

## Installation

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

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Glean Connector

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

# 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 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.

# 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.


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Bitbucket

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

# 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.

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

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Goodmeetings

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

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

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


Review Ingestion

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

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

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

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

## How it works

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

## Features

- **Immediate analysis**

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

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

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

- **High accuracy**

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

## Installation

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


Sentiment Evaluator

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

# Spam Shield snap-in

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

## How it works

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

## Features

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

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


Spam Shield

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

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