Glossary

account

A customer organization, including its name, address, industry, domain, and website address.

Terms related to account: customer, contact

Read more about account: Computer for Growth Teams Overview

agent

An automated assistant that can understand natural language, search your workspace's knowledge, and take actions on behalf of users.

AirSync

The bidirectional sync engine that connects to your existing tools and keeps data updated in both those tools and Computer.

Terms related to AirSync: snap-in, connection

capability

A collection of features that enable a customer to achieve a use case.

Capability is a unit of licensing and entitlement for the persona driving a particular use case. As a collection of features, capabilities are grouped into different buckets for tiered use cases (for example, starter-professional-enterprise).

Terms related to capability: product, feature

Read more about capability: Parts & trails

Computer

Computer is your AI teammate built for working together. It unifies all your data, works alongside teams to handle repetitive tasks, and takes action across your work apps. Computer delivers Team Intelligence--not just answers, but active help that eliminates stupid work so you can focus on what matters.

Terms related to Computer: Computer Apps

Read more about Computer: Computer by DevRev

Computer Apps

Specialized extensions that add specific capabilities.

Terms related to Computer Apps: Computer+ Build, Computer+ Support, Computer, Computer+ Observe, Computer for customer support resolution

Computer+ Build

The app for product and software development work.

Terms related to Computer+ Build: Computer Apps

Read more about Computer+ Build: Computer+ Build overview

Computer+ Support

The app for customer support ticket management.

Terms related to Computer+ Support: Computer Apps

Read more about Computer+ Support: Computer+ Build overview

Computer+ Observe

The app for user session analytics.

Terms related to Computer+ Observe: Computer Apps

Read more about Computer+ Observe: Session analytics Overview

Computer for Growth Teams

The app for optimizing customer lifetime value.

Read more about Computer for Growth Teams: Computer for Growth Teams Overview

Computer for customer support resolution

Agent for customer self-service

Terms related to Computer for customer support resolution: Computer Apps, Plug

Read more about Computer for customer support resolution: AI Customer Support Resolution

Computer for service desk automation

Agent to help employees resolve IT questions and issues without waiting for support.

Read more about Computer for service desk automation: AI Service Desk Automation

Computer for sales teams

Agent to help sales reps prep for meetings, pull reports, and generate prospecting materials.

Read more about Computer for sales teams: AI for Sales Teams

Computer for customer support teams

Agent to help support agents find answers faster, close tickets, and surface escalations.

Terms related to Computer for customer support teams: Plug

Read more about Computer for customer support teams: AI for Customer Support Teams

Computer for operations teams

Agent to help PMs synthesize information, prioritize work, and automate workflows.

Read more about Computer for operations teams: AI for Operations Teams

Agent Studio

A platform for building, deploying, and managing AI agents.

Read more about Agent Studio: Agent Studio

connection

An integration with an external system.

Connectors synchronize entities between systems, either bi-directionally or by creating objects in the source system.

Terms related to connection: AirSync, snap-in

Read more about connection: AirSync overview

contact

Individual prospects or users associated with an organization's workspaces or accounts.

Contacts can be associated with an account or workspace, but not always.

Terms related to contact: account, workspace

Read more about contact: Computer for Growth Teams Overview

conversation

An interaction between the builder and consumer that may be escalated to a ticket.

Terms related to conversation: ticket, timeline

customer

The consumer of a product or service, whether internal (dev) or external (rev).

Terms related to customer: account

DevRev

DevRev is an AI company building the future of work through Computer, an AI teammate that unifies data, connects teams, and enables agentic workflows across an organization.

DevRev’s mission is to unlock team potential by enabling seamless human-AI collaboration that makes work more connected, creative, and human.

engagement

Interactions between employees and customers, encompassing communications across various channels and touchpoints.

DevRev links accounts, contacts, and employees to engagements. Additionally, they can be linked to opportunities if they are relevant to a specific opportunity.

Read more about engagement: Computer for Growth Teams Overview

enhancement

A change to a part in the form of addition, deprecation, or transformation.

Terms related to enhancement: part

Read more about enhancement: Enhancements

feature

A thing that your product does, that should contribute to solving the overall problem the product is trying to solve. It is an individual experience or element of functionality.

Features are the smallest unit of entitlement (user) or deployment (developer, DevOps) that can be switched on or off, based on which tier the user is licensed to use, or which feature flag has been toggled in the production cloud. Features comprise sub-features and APIs.

Terms related to feature: capability, part, product

Read more about feature: Parts & trails

identity

The mechanism to ensure that internal users (devs) get access to the correct data and have a personalized experience and to ensure that an organization can accurately maintain a system of record for their leads, customers, and users.

Terms related to identity: part

Read more about identity: Core concepts

incident

A work item that tracks an unplanned service outage or disruption.

Distinct from a ticket (customer support request) and an issue (product problem).

Terms related to incident: ticket, issue, work

Read more about incident: Computer+ Build overview

issue

A work item created by the builder or maintainer of a part or by automation.

Autonomous issues are created by automation.

Terms related to issue: ticket, part, incident, sprint, task, work

Read more about issue: Computer+ Build overview

Marketplace

An app store for DevRev where creators and consumers come together to create, interact, and transact.

Read more about Marketplace: Marketplace

Memory

An ontology at the heart of DevRev that defines connections among product parts and people.

Examples of uses of the DevRev knowledge graph are creating product enhancements from customer issues and generating enhancement release notes from linked documents.

Terms related to Memory: part, trail

opportunity

A potential source of revenue for your organization.

Opportunities feature customizable states and stages that communicate their position within the sales pipeline.

Terms related to opportunity: work

part

A component of a product.

A part can be made of other parts. Events and work items can be specific to any type of part. Rev parts are related to how a product is expressed, integrated, or consumed. Dev parts are those built internally related to code or something the developer relies on or builds, or a service provided by an organization.

Terms related to part: Memory, identity, trail, enhancement, feature, issue

Plug

A widget and SDK that you can integrate with your application for communicating with your customers.

Terms related to Plug: Computer for customer support teams, Computer for customer support resolution, widget

Read more about Plug: Customer Support Agent overview

product

The entity around which a business is organized and its profit and loss (PnL) is monitored.

Businesses may have multiple products.

Terms related to product: capability, feature

snap-in

A mechanism to extend DevRev's value by connecting with external systems, automating workflows, or personalizing your experience.

Terms related to snap-in: AirSync, connection

sprint

A timeboxed development cycle that groups issues.

Terms related to sprint: sprint board, issue

Read more about sprint: Computer+ Build overview

sprint board

A board of issues in a sprint that you can sort and update.

Terms related to sprint board: sprint, vista

stage

A customizable phase of a work item within a state, such as Triage or In Development.

Stages are organized in a stage diagram for each work type.

Terms related to stage: state, work

state

A stock lifecycle grouping of a work item: open, in progress, or closed.

Terms related to state: stage, work

task

A work item that requires an owner and a single action to be performed.

Terms related to task: issue, ticket, work

team

A working group within a DevRev organization with a dedicated team workspace, shared configuration, views, and AI context.

Team Intelligence

An outcome of humans and machines working together to solve bigger problems, build better products, and make customers happier.

Read more about Team Intelligence: The Journey to Team Intelligence: AI Teammates for Work

ticket

A record of a customer's request for assistance or support.

When a customer contacts a company with a problem or issue, the company creates a ticket to track the request and ensure that it is addressed in a timely and satisfactory manner. Also known as a "customer ticket" or "support ticket".

Terms related to ticket: conversation, issue, incident, task, work

timeline

A chronological log of comments and events on an object.

Terms related to timeline: work, conversation

trail

Connects dev parts (the code, service, or components built or used by the developer) and rev parts (how a product is expressed, integrated, or consumed).

Terms related to trail: Memory, part

user

A member of a workspace.

Terms related to user: workspace

vista

A list of objects in DevRev that you can sort, categorize, and share.

Terms related to vista: sprint board

widget

A UI component in Plug that presents information or actions to customers.

Terms related to widget: Plug

Read more about widget: Customer Support Agent overview

work

A tracked item in Computer, including tickets, issues, tasks, incidents, and opportunities.

Terms related to work: ticket, issue, task, incident, opportunity, stage, state, timeline

Read more about work: Computer+ Build overview

workflow

A series of triggers, actions, and conditions designed to achieve a specific goal or outcome.

Depicted as a flowchart or diagram, a workflow illustrates how various triggers and actions interconnect.

Read more about workflow: Workflows overview

workspace

An instance of a customer organization in the product or service you support. A customer workspace may be associated with an account; an account can have multiple customer workspaces. Not the same as a team workspace within your DevRev organization

Terms related to workspace: contact, user