Computer for support teams is an AI-powered tool for live chat, ticket management, automation, and analytics that fosters a culture of support in your company. It connects customer support workflows directly to product development, enabling support agents, team leads, and admins to drive product decisions through a precise understanding of customers' voices.

Getting started

The most important first step in getting started with any DevRev app is to describe the structure of your product in Trails. Because all work is associated with a part, you need to define the parts of your product.

Vistas are lists of objects that can be sorted, grouped, customized, saved, and shared. Updates show activity on objects that are relevant to you. Both are general capabilities available across all DevRev apps, useful for Computer+ Support as well as for other purposes.

To access Computer for support teams, sign in to the DevRev app.

Computer for your customers

Computer for your customers offers an AI-powered chatbot that provides the first line of response from articles uploaded into your knowledge base. It deflects common questions automatically, reducing ticket volume and improving response times.

You can also customize the widget to make announcements or highlight something to your customers.

Customer portal

The customer portal gives your customers a self-service interface to submit tickets, track progress, and receive updates. By enabling customers to find answers and monitor their requests independently, the portal reduces inbound support volume and improves customer satisfaction.

Inbox

The Support Inbox is where conversations started by your customers appear, whether they use Computer for your customers, email, Slack, or another integration. It serves as a unified queue so that support agents can manage all customer interactions from a single view.

Slash commands are available in conversations and tickets to provide AI assistance to support agents. To get a list of the available commands, type / in a conversation response or ticket discussion text box. These commands help agents summarize threads, suggest replies, and perform common actions without leaving the conversation.

Tickets

The benefit of Computer for support teams is that conversations can be linked to support tickets, and tickets can be linked to build issues. This linkage means that all work can be traced back to customer concerns or requests, giving product teams direct visibility into what customers need.

Routing

Ticket and conversation routing ensures that incoming requests reach the right team or agent based on rules you define, such as topic, customer tier, or product area. Routing reduces manual triage and speeds up resolution times.

Automation

Automation is a primary value driver of Computer for support teams. Snap-ins and workflows allow you to automate repetitive tasks such as ticket assignment, status updates, and customer notifications. By codifying your support processes, you reduce manual effort and ensure consistent handling of customer requests.

SLA management

SLA management lets you define and enforce service-level agreements for ticket response and resolution times. You can configure SLA policies per customer tier or ticket priority, track compliance in real time, and receive alerts when deadlines are at risk.

Insights

The Support analytics dashboards display data about conversations and tickets. You can use these visualizations to identify trends, measure team performance, and pinpoint areas for improvement in your customer support process.