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### **Exciting update!**

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Exciting update!

Software infrastructure that’s evolved for the AI era.

Computer by DevRev

Your command center for customer support.

Computer+ Support

Build, test, and release with clarity and focus.

Computer+ Build

Customer Support Agent

Computer+ Observe

Connect tools, automate work, and extend your experience with add-on modules provided by DevRev.

Snap-ins

Empowering you to experience the power of Conversational AI

DevRevU

Changelog

Headphones, Customer, support.svg

Computer+ Support provides AI-powered live chat, ticket management, analytics, automation, and routing tools that connect customer support workflows to product development.

Inbox

Tickets

Routing identifies and assigns the appropriate team or individual to manage a support ticket or conversation. This article explains how to configure routing workflows, use the Pick User node, and handle scenarios such as spam detection, pull-based routing, and availability-based assignment.

Routing

Customer Support best practices

Commands (macros) let support teams send predefined responses and execute actions in a single click, reducing response time and maintaining consistency across customer interactions.

Commands

Organization schedules define your organization's operating hours, holiday rules, and availability boundaries. They govern SLA timer behavior, ticket routing, and automated workflows, and must be kept current to ensure uninterrupted service-level tracking.

Org Schedules

Ensure timely customer service with SLA policies comprising breach and warning targets for first response, next response, and resolution time.

Service-level agreements (SLA)

Define and manage internal service-level targets for issues using operational-level agreements (OLAs), including policy creation, metrics configuration, and tracking.

Operational-level agreements

Support analytics in Computer+ Support provides metrics across tickets and conversations, including SLA compliance, CSAT, and response times. Learn how to navigate the dashboard, apply filters, use drill-through, and interpret metric behavior.

Support analytics overview

Conversation insights

Conversation-SLA Analytics

Ticket insights

Ticket-SLA Analytics

Ticket-Team Performance

Conversations Overview

Conversation to ticket conversion

Configure and customize the DevRev customer portal to enable customers to create tickets, track requests, search knowledge base articles, and communicate with your support team.

Customer portal setup and administration

Configure SAML-based federated single sign-on (SSO) for the DevRev customer portal using Azure AD, Google Workspace, JumpCloud, or Okta as your identity provider.

Federated identity provider setup for the customer portal

Single sign-on (SSO) allows customers to authenticate once and access the DevRev customer portal without entering credentials again.

JWT-based SSO for the customer portal

Domains and network configuration required for end users to access the   DevRev customer portal through VPNs, firewalls, and other restricted network environments.

Allowlist domains for the customer portal

Configure your customer portal and Plug chat widget in multiple languages to deliver a localized experience.

Multilanguage support for the customer portal and Plug

Understand who can access your customer portal and what they can see — verified customers versus customer admins, how articles are scoped to audiences, and how custom customer groups control access.

DevRev

DevRev

Computer+ Support

Support analytics

Conversations

Customer portal

Knowledge Base

Customer records