With the smart import KB snap-in, you do not have to manually create each article within DevRev. Simply provide the URL where your articles are currently hosted, and the snap-in will create them automatically. In addition to saving valuable time, this ensures that our Turing bot has the most comprehensive data to accurately answer customer questions.

## How it works

### Importing articles for the first time

* Go to the **Snap-ins** section in your DevRev workspace settings.
* Click on **Explore Marketplace**.
* Search **Smart Import KB**, and Click on **Install** next to the smart import KB snap-in.
* Click **Deploy snap-in**.
* In the **Discussions** tab of the smart import KB snap-in, enter `/sync <URL>`. Replace `<URL>` with the actual URL without brackets.
  
Articles are created and linked to the first created product in your app. Also, they are tagged with the URL domain.

### Updating your articles

* In the **Discussions** tab of the smart import KB snap-in, enter `/sync <URL>`. Replace `<URL>` with the actual URL without brackets.

This synchronizes the articles in the app with those available at the URL. The articles whose contents have changed are updated, and new articles that were not present earlier are created.

## Installation

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


DevRev Marketplace

Smart Import KB

Supercharge your customer support on DevRev with the snap-in that automates article creation from URLs, saving time and providing a robust knowledge base for accurate answers to customer queries.


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

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

## How it works

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


## Commands

**Remind**

Using the remind command, you can set a reminder for yourself or another user in the context of the source. You must specify a time and add messages to set the reminder.

For example:  
`/remind @user Please follow up on this. 1d`

**Rephrase**

The rephrase command helps you reply professionally when communicating with clients or colleagues.

For example:  
`/rephrase can't help now... ask again in 5d`

Sample response:

```
I apologize that I am unable to assist you at the moment, however please reach out to me again in five days and I will be happy to help you.
```

**Summarize**

Using the summarize command, you can sum up the entire conversation. It applies to the following:  
* Conversation
* Tickets
* Issues
* Part
* Workspace
* Rev user
* Account

Syntax:  
`/summarize`

Sample response:

Summary:

- Rahul from DummyOrg is having difficulty installing the Plug Widget.
- Rohan suggests checking the setup instructions.
- When this does not work, Rohan asks for more information on the error.
- Rahul shares a recording of the error.
- Rohan thanks the user, and they get on call to fix it.

**Clone**

Using the clone command, a copy of the selected issue or ticket is created. All attributes of the issue/ticket are copied, along with [CLONE] prefixed to the title. It also comments on:  
* Source issue/ticket. For example, 'ISS-0123 was cloned and ISS-0123 was created.'
* Cloned issue/ticket. For example, 'TKT was cloned from TKT-0123.'

## Installation

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



Slash Commands

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


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

Integrating your support email with DevRev and maintaining synchronization between email and the PLuG support widget streamlines support operations. It eliminates the need to manage separate inboxes, ensuring all support conversations, whether through email or the PLuG support widget, can be efficiently handled within the DevRev platform.

This integration is particularly valuable for organizations that rely on multiple communication channels. It offers a unified solution for managing customer support inquiries, for enhancing the efficiency of support processes, and for enabling seamless communication between support and development teams.

> Email integration through [Gmail](/marketplace/devrev-plug-with-email) and other providers with [DMARC](/marketplace/devrev-plug-with-dmarc) are also available.

## Features

**Retrieve support inbox conversations**

Upon receiving an email from a customer at your support email address, a corresponding conversation is generated within your Inbox. Within this conversation context, you can easily create tickets and include additional participants. When the customer responds to the email, their message is appended as a comment to the existing conversation.

**Reply to customer through email**

When a customer experience member responds to the conversation generated through an email, the system automatically sends an email to the customer through your integrated support email. These emails are threaded according to the customer's initial email.

**Support for attachments and raw email**

In the Inbox, customer-sent attachments are visible alongside their comments. Additionally, when replying to a comment, you can include attachments (up to 40MB in size), which will be sent to the customer via email.

For emails generated through the email integration, a raw email file is attached to the comment in the Inbox. This raw email file can be downloaded and allows you to view the original email content.

**Editing comments**

If you make edits to a comment within the Inbox, the updated content is automatically sent to the customer via email.

## Installation

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


SendGrid

Enable email conversations with SendGrid.



![image](https://github.com/shashankcube/image/blob/main/Auto%20Routing1.png?raw=true)

The auto routing snap-in enables you to assign a customer conversation directly to the mapped team member or team that can assist them with their queries using admin-defined keywords.

## **Features**

**Keyword-based conversation routing**

When admin-defined keywords are identified in a customer conversation, the snap-in automatically assigns the conversation to the mapped team member or team. Multiple keywords can be mapped to a team member or team.

**Default conversation owners**

When a conversation does not match any defined keywords, it automatically routes to the default owner. You can configure a default conversation owner. If you do not want a default conversation owner, you can delete the configured value.

## **Installation**

Install the auto routing snap-in and map keywords to the right team members. For example, using the keyword `payments`, you can route customer conversations to your team member john@maple.com. For detailed installation and configuration instructions, refer to the [Auto routing documentation](https://docs.devrev.ai/automations/auto-routing).


Auto routing

Route customer conversations to reach the right team member.


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

The automatic customer reply snap-in enables you to automatically reply to visitors in your PLuG widget. You can also send a custom button along with the automated message. You can collect the visitor's email address if it is not already in the system. Depending on the requirement, these functionalities can be enabled or disabled.

## **Features**

- **Set the business hours and days for your organization**

  Let your customers know when you are working by setting working hours and days.

- **Customize auto-reply messages**

  When your customer sends the first message to your PLuG inbox, you can decide what DevRev bot replies to them. You can also set different messages during working and non-working     hours.

- **Actionable replies**

  You can use the buttons in your auto-replies to prompt your users to take action, such as booking a demo, watching a video, or reading documentation. 

For example: 

![image](https://user-images.githubusercontent.com/922899/225835450-a049374b-b2cc-415e-a326-cb412e40a979.png)

## **Installation**

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


Automatic Customer Reply

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


![image](https://user-images.githubusercontent.com/16090899/220791627-b9760e10-1826-44f3-82b5-b6b9b09c544d.png)

The Zendesk 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 import documentation](https://devrev.ai/docs/integrations/zendesk).


Zendesk

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


![image](https://user-images.githubusercontent.com/16090899/220767258-a846e31a-b1ff-43dc-87ef-94eee2d3d2a4.png)

The Salesforce 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 documentation](https://docs.devrev.ai/integrations/salesforce).


Salesforce

Import your Salesforce accounts, cases and users.

The sentiment evaluator snap-in uses advanced sentiment analysis algorithms to evaluate the 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 text, catching nuanced emotional cues, and categorizes the sentiment accordingly.

## Features

- **Immediate analysis**

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

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

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

- **High accuracy**

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

## Installation

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


Sentiment Evaluator

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

# Link preview

The link preview snap-in generates previews of hyperlinks and links to issues, tickets, and parts in real-time, providing you with an overview of the linked content.

## Key Features

* **Automatic preview**: The link preview snap-in eliminates the hassle of manually navigating hyperlinks and referencing issues or tickets. You can view the overview of the link content without navigating to it.

* **Reference context**: The context-rich presentation simplifies discussion related to project management, support, and development by providing details such as title, description, status, owner(s), priority, stage, etc.


Link Preview

Generates previews of hyperlinks and links to issues, tickets, and parts in real-time, providing you with an overview of the linked content.

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


## How it works

In the **Discussion** tab of an account, ticket, or part, you can use the `upload_tickets` command to upload tickets from a CSV file to DevRev. The CSV file must contain the following columns:
```
Title,Description,Owners,Part,Tags
Front page not loading,"This is a sample ticket body with “” quotes",DEVU-1,PROD-1,frontend
APIs returning errors,"The user.get API is returning 500",DEVU-2,PROD-2,backend
```
The Part, Tags, Description, and Owners columns are optional.

> Note: If the CSV lists multiple owners, only the first is set as the owner in the DevRev ticket.

## Feature

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

## Installation

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


Bulk Ticket Uploader

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

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

## Features

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

## Installation

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


Calendly

Streamline prospect meetings with Calendly & DevRev

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

## Features

- **Customized questions and response message**

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

- **Simple survey response scale**

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

## Installation

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


CSAT on Ticket

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

The CSAT on conversation snap-in simplifies customer satisfaction level measurement during interactions between customer experience engineers and customers. This feedback can be analyzed by customer experience engineers and managers to enhance the overall customer experience.

## Features

**Customized questions and response message**

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

**Simple survey response scale**

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

# Installation

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


CSAT on Conversation

The CSAT on Conversation snap-in offers a simplified approach to measure customer satisfaction level for the agent interaction. Valuable feedback from these surveys can be utilised by support agents and managers to enhance the overall customer experience.

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

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

## Features

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

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

## Installation

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

### Prerequisites

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

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

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

### Limitations

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


WhatsApp

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.


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

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

## How it works

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

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

## Features

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

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

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

## Installation

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


Assign Parts to Conversation

AI driven Part identification for your customer conversations.

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

##  Features

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

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

## Benefits

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

## Installation

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



Google Calendar

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

# Stage Breach Notifier

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

## **Features**

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

# How to use stage breach notifier

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

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

Stage Breach Notifier

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

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

## Features

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

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

- **Knowledge Base Updates**: Keep your knowledge base relevant. With a single command, sync outdated articles. Updated content will be reflected, and new articles will be generated as needed.

## Installation

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

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

## How to use

**Importing articles for the first time**

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

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

**Updating your articles**

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

## Installation

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


Confluence

Transforming Confluence Spaces into Insightful Articles.

The Email integration snap-in works with a variety of email providers, including Google Workspace, Microsoft Outlook, Yahoo Mail, Zoho Mail, and custom domain emails. Once configured, incoming support emails are automatically transformed into a conversation or a ticket, providing a centralized platform for handling, responding to, and tracking customer interactions.

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

## Features

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

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

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

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

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

- **Support for attachments and raw email**

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

## Installation

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


Email Integration

Enable your customers to create conversations and tickets using email.

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.


![image](https://github.com/shashankcube/image/blob/main/devrev-converge.png?raw=true)

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

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

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

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

## Features

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

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

**Automatic customer updates from tickets**

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

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

**Automatic updates between tickets to issues**

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

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

**Autonomous issue management**

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

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

**Automatic updates between Issues and Enhancements**

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

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

**Automatic update between Tickets and Enhancement**

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

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

**Automatic resolution and archival of conversations**

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

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

## Installation

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


Convergence

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