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DevRev Computer+ Support App Review

Visit DevRev Computer+ Support App

AI-native support app on DevRev's Computer platform that triages and routes tickets.

From:
Contact sales
Founded:
2020
HQ:
Palo Alto, US
Facts checked:

DevRev, founded in 2020 and based in Palo Alto, sells Computer, an AI platform that builds a knowledge graph from a company's tools. Computer+ Support (the "Support App" on the pricing page) is its help desk module: an inbox, tickets, SLAs, routing, a chat widget and an AI agent for customers. It is built for software companies. Every ticket hangs off a "part" of your product and can link to the engineering issue that fixes it, which is the whole point if your hard tickets are bugs and mostly overhead if your hard tickets are late parcels. The module only comes on top of a paid platform plan, and no paid plan has a published price.

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What it does

  • One inbox for conversations from the Plug chat widget, email, Slack and other connected channels, sorted into Primary (verified customers), Guest and Spam (Inbox docs)
  • Conversations convert to tickets and tickets link to engineering issues. Setup starts by describing your product's structure, because all work is attached to a "part" (Computer+ Support docs)
  • SLA policies with first response, next response and full resolution targets, on calendar or business hours, assigned to customer accounts. A published SLA can't be edited, only cloned and republished (SLA docs)
  • Routing is built in the workflow builder: load balancing, random or availability-based assignment, pull queues, and an "Ask AI" step that classifies intent or sentiment and branches on it. Building routing workflows needs admin rights (Routing docs)
  • Slash commands in conversations and tickets summarise threads and suggest replies (Computer+ Support docs)
  • The Plug widget and SDK for web, Android, iOS and React, with a customer portal, session recording and outbound "nudges" (Customer Support Agent overview)
  • Channels are snap-ins: email and Outlook, Slack, WhatsApp (through 360dialog), Twilio voice and SMS, Exotel, Ozonetel, LINE and Google Chat (integration docs)
  • Phone through Twilio turns each call into a ticket with the recording, caller and transcript. Live calls need a Twilio Flex account; a plain Twilio account gives you voice notes (Twilio docs)
  • CSAT comes as separate snap-ins, one for conversations and one for tickets (marketplace search)
  • A Shopify snap-in, last updated 2026-10-12, imports orders, fulfillments, refunds, returns, inventory and customers so agents and the AI can look them up (Shopify listing)
  • Moving in: the marketplace lists a Zendesk import, a Freshdesk knowledge base migration and a two-way Zoho Desk sync (marketplace)
  • Missing: we found no Instagram or Facebook Messenger channel in DevRev's integration docs or in a marketplace search for Instagram

Pricing at a glance

  • Mini: free. Search, a chat interface, basic automation and one-click connectors. It does not include the Support App, which the page says is "Exclusive to Pro and Max plans" (pricing)
  • Pro: "Contact us". No figure or billing basis published. The Support App is an add-on to Pro, also unpriced
  • Max: "Contact us". No figure published. Adds SCIM provisioning, near real-time AirSync and an embedded team from DevRev's Applied AI department. Its support add-on is the "Max Support App", unpriced, and the page doesn't say how it differs from the Pro one
  • On top of the plan you buy credits. DevRev says "every dollar you spend is translated directly into credits", that credits can be bought as packages upfront and are pooled across the organisation, and that Pro gets "discounted credits via subscription models"
  • The dollar value of a credit is not published, so none of the credit counts below can be turned into a price

AI pricing

  • A support conversation costs 20 credits: one end-to-end session within 24 hours in which the AI agent handles a customer-started inquiry on its own (pricing, under "A fairer credit system")
  • An action costs 4 credits. DevRev's examples include creating or reassigning a ticket, summarising a thread and drafting an email reply, so agent-assist features draw on credits too
  • An answer costs 10 credits: a knowledge search across your connected tools, with reasoning
  • The customer-facing bot runs in three modes: suggest-only (an agent approves each reply), content-powered (it answers from your knowledge base articles and Q&A pairs, then creates a ticket or routes the conversation if the customer says the answer didn't help), and a goal-oriented mode that is still in beta (Computer for your customers)
  • DevRev says the agent ships with industry templates and that the ecommerce one handles chargeback disputes (Customer Agent)
  • Voice AI is sold as a channel of the same Customer Agent, in up to 70 languages. DevRev says new accounts go live in two weeks (Voice AI). Its price is not published
  • What it can't do, as far as DevRev's own pages say: the Shopify snap-in is described as importing data for lookups. We found no DevRev page saying the agent can cancel, edit or refund a Shopify order

Before you commit

  • The pricing page's "Learn more" link for the Support App went to devrev.ai/support-app, which returned a 404 page on 2026-10-12. The documentation calls the module "Computer+ Support". Ask sales which product name is on your order form
  • You pay for three things: a Pro or Max plan, the Support App add-on, and credits for any AI work. None of the three is priced in public
  • A 24-hour AI conversation is 20 credits and each AI action is 4, so a peak month of order-status questions burns credits in line with volume. Get the credit rate and a burn estimate for your ticket count in writing
  • The data model assumes a software product: tickets attach to product parts and link to engineering issues. A retail team will spend setup time mapping order types or product lines onto that
  • WhatsApp runs through 360dialog, CSAT surveys are not delivered on WhatsApp, and after 24 hours without a reply you can only send Meta-approved templates (WhatsApp docs)
  • SMS replies from DevRev are plain text and links only, and edited comments don't sync to Twilio (Twilio SMS docs)
  • If a customer's account is changed after a ticket opens, every SLA metric on it is recalculated and earlier breaches are discarded (SLA docs). Your SLA history can move under you
  • DevRev's support SLA says it "aims to achieve" 99.9% quarterly uptime, and it is written for "Pro and Ultimate" plans, a plan name the pricing page doesn't use (SLA)
  • The Voice AI page claims SOC 2, HIPAA and GDPR compliance. We didn't read DevRev's security site, so certifications, data residency and audit scope are not verified here
  • SCIM user provisioning is listed only on Max

Who should buy it, and who should skip it

Who should buy

  • Software companies whose difficult tickets are bugs, and who want each ticket linked to the issue that fixes it
  • Support teams that need Slack, WhatsApp and email in one queue with SLA timers per customer account
  • Companies already buying DevRev's Computer for search across their tools, who can add support to an existing Pro or Max contract

Who should skip it

  • DTC and Shopify brands whose volume is order status, returns and address changes. The Shopify connector reads orders, we found no order actions, and the product is shaped around software parts and engineering issues
  • Teams that want a price on a web page and a trial this week. The free plan has no Support App
  • Brands whose customers write in on Instagram or Facebook: we found no channel for either on the pages we read
  • Finance teams that need a fixed monthly support bill, since AI work is billed in credits at an unpublished rate

How we checked this

On 2026-10-12 we rendered DevRev's pages in Chrome, one at a time with pauses between them. We read the pricing page, including the expanded credit explanation; the Customer Agent and Voice AI pages; the About page for the founding year and headquarters; the SLA; the marketplace, its Shopify listing and searches for Shopify, Instagram and CSAT; and the Computer+ Support, Customer Support Agent and integration articles in DevRev's documentation. The Support App product page returned 404, so nothing here comes from it. No review-site text was used.

Sources

Facts last checked on .