query_id stringlengths 36 36 | query stringlengths 20 119 | retrievals listlengths 1 126 |
|---|---|---|
59091cde-69a2-4096-a7bc-590007eca18c | session not logged for latest android releases | [
{
"id": "ART-12449_KNOWLEDGE_NODE-22",
"text": "session recording to capture user interactions with your app.\\n\\n#####\\n\\nThe session recording feature is opt-out and is enabled by default.\\n\\nHere are the available methods to help you control the session recording feature:\\n\\nAction| Kotlin (`DevRe... |
81bdf016-38e1-4abb-a766-92ecd6cb2bc2 | enable conversations chat for some users only via widget | [
{
"id": "ART-15504_KNOWLEDGE_NODE-4",
"text": "[identify your customers](/sdks/web/user-identity) and update their information.\\n\\n##### \\n\\nOnce the SDK is installed, the chat widget appears by default. If you are not using the Plug SDK for support or chat-related flows, you can disable the chat widget... |
971f3502-0423-4061-886e-9bf60c80cc54 | workflow-20 for If outside of Business hours | [
{
"id": "ART-2006_KNOWLEDGE_NODE-26",
"text": "define business hours, turn on the **Set business hours** toggle.\\n\\n * In the **Automated messages after business hours** field, enter the text you want to send as an automated reply.\\n * Define **Business start hours**, **Business end hours**, **UTC of... |
c4f050e9-d6f0-43a4-9337-bbf05468baef | FORBIDDEN error cloning for EMEA | [
{
"id": "ART-1488_KNOWLEDGE_NODE-8",
"text": "Forbidden, {\"debug_message\":\"Unauthorized You are not authorized to perform this operation. Ref: bc7b7f58-148c-479c-b0a6-b4cbe43dd8a6\",\"message\":\"Forbidden\",\"type\":\"forbidden\"} \\n ---\\n[/code] \\n \\nYou are not an admin of the dev org where ... |
bd6f760d-dca4-4fe2-9ee5-4e6a9d348283 | Slack connector message handling CONV objects | [
{
"id": "ART-2035_KNOWLEDGE_NODE-54",
"text": "given DevRev user - Can be used to later send direct messages to the user on the Slack using Send message to Slack node. | - Slack connection - DevRev user id | - Slack user id |\\n| Start Thread Sync | - Set up 2 way message synchronization between a Slack... |
0b2df1f4-ecc7-4f8f-a6e6-4a20f6833d6f | how to setup an account | [
{
"id": "ART-2000_KNOWLEDGE_NODE-25",
"text": "address.\\n\\nAccounts are associated with a workspace. An account can be a part of multiple workspaces at the same time. An account can also be linked to multiple opportunities. Accounts help you keep track of your customer contacts. Contacts are always linked... |
a49e2fa4-92b1-434b-b3af-e993c8692331 | predictive analytics for case volume and resource planning | [
{
"id": "ART-3184_KNOWLEDGE_NODE-13",
"text": "**Predictive Data Modeling**: Consolidated operational data with proactive alerts that surface issues before they impact customers\\n\\n### The benefits\\n\\n* Eliminated manual tracking through intelligent automation of customer activities\\n* Achieved unified... |
464b1269-11a0-4f66-9b7f-ee3b72cb0a54 | Response time tracking per channel with SLA compliance | [
{
"id": "ART-1986_KNOWLEDGE_NODE-26",
"text": "level.\\nSLAs help ensure that your customers receive timely responses and resolutions to inquiries.\\n\\nPolicy users can set SLA breach and warning targets for three metrics: *first response*, *next response*, and *full resolution*. Each metric has its own br... |
7d054456-fc7c-4a51-a13a-cb11fcad186c | cannot see or access onboarding tasks | [
{
"id": "ART-1958_KNOWLEDGE_NODE-28",
"text": "are not authorized to perform this action\". Relevant buttons may be inactive.\\nUsers can contact the organization\\'s admins to enable access in that case.\\n\\n![]()\\n\\nGranting access permissions\\n---------------------------\\n\\nUsers are granted access... |
c6ec219d-4967-4986-835f-55b84483fbb2 | manually create a linked ticket | [
{
"id": "ART-1947_KNOWLEDGE_NODE-36",
"text": "Conversations can be immediately linked to a ticket, a ticket to an issue and subsequently to a part (product capabilities and features).\\n\\n| Link | Control |\\n| --- | --- |\\n| Conversation \\xe2\\x86\\x92 Ticket | Open the conversation and click **Tickets... |
4499debc-fcfe-453e-8460-de2f35a60625 | toggle to enforce the condition meaning in workflow | [
{
"id": "ART-1645_KNOWLEDGE_NODE-54",
"text": "] \\n >| } \\n >| ] \\n >| }\\'\\n[/code] \\n \\nAny attempt to update a _bug_ object to the _completed_ stage without populating the _RCA_ field is rejected.\\n\\nThe supported operators are `==`, `!=`, `>`, `>=`, `<`, `<=`. The `expr... |
ac9c8c75-b428-420a-99b1-20eff816a887 | slack reply not pulled in | [
{
"id": "ART-2035_KNOWLEDGE_NODE-41",
"text": "Slack threads, all the messages from both Slack threads reach only the primary ticket in DevRev, while messages from DevRev only sync to the primary ticket\\xe2\\x80\\x99s Slack thread.\\n* If only one ticket has a syncing Slack thread, that thread syncs with t... |
f57edb8e-1ab2-4039-8489-111cb998eb70 | make articles visible to public without login | [
{
"id": "ART-1985_KNOWLEDGE_NODE-35",
"text": "and no longer required can be removed by archiving them.\\n\\nVisibility settings\\n-------------------\\n\\n### Article visibility\\n\\nTo control who can view the articles, open the **Visible to** menu. This displays all external groups that the article can b... |
c1240672-a533-43f7-bb75-f7d77766e7e2 | Organisation-wide Email Signature formatting and adding links | [
{
"id": "ART-3207_KNOWLEDGE_NODE-35",
"text": "**Configuration** section.\\n\\nEmail HTML\\n\\n* For inserting an image: <img src=\"image link\" />\\n* For inserting a link: <a href=\"link\\\\_address\">link title</a>\\n\\n**Signature example**:\\n\\n```\\n```\\n1 <table\\n\\n\\n\\n2 style=\"font-family: ... |
91c63897-0036-4262-90dc-a7933506fa81 | crawler API job stuck running no URLs scraped | [
{
"id": "ART-13044_KNOWLEDGE_NODE-3",
"text": "Error\\n\\nPOST\\n\\n/web-crawler-jobs.control\\n\\n[code]\\n\\n $| curl -X POST https://api.devrev.ai/web-crawler-jobs.control \\\\ \\n ---|--- \\n >| -H \"Authorization: Bearer <token>\" \\\\ \\n >| -H \"Content-Type: application/json... |
d5bee897-fe51-445d-aa6d-83256e29e3d3 | reasons why a sync might fail in DevRev Airdrop | [
{
"id": "ART-13117_KNOWLEDGE_NODE-0",
"text": "b\"Will Airdrop recreate/duplicate merged accounts or contacts?\\n\\nNo, Airdrop can recognize that you merged an account or contact, so it will not create them again and will keep updating any linked tickets or other linked objects.Updates from an account in t... |
7bb5a2a2-2cad-4c9c-907b-3b4c4cebcbc6 | send email to customers directly without customer initiated conversation | [
{
"id": "ART-2027_KNOWLEDGE_NODE-39",
"text": "Notifications**.\\n\\n* Each notification type\\xe2\\x80\\x94such as being assigned, mentioned, or when a customer esponds\\xe2\\x80\\x94can be toggled for both in-app and email delivery.\\n\\n### The email composer in Tickets\\n\\nInside every ticket, under th... |
18d0e338-823b-4188-9cfe-d9cc8f2378b5 | upload document as artifact and make it accessible on internet using Artifacts API | [
{
"id": "ART-1183_KNOWLEDGE_NODE-1",
"text": "| -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{ |\\n| > | \"file_name\": \"string\" |\\n| > | }\\' |\\n```\\n\\n[Try it](/api-reference/artifacts/prepare?explorer=true)\\n\\n200Successful\\n\\n```\\n| | |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"fo... |
bebd0dc0-8a3d-46ac-84b3-168ad2d34320 | add url source to Load Knowledge Base | [
{
"id": "ART-15716_KNOWLEDGE_NODE-18",
"text": "external knowledge bases via a\\xc2\\xa0URL or sitemap, and offers\\xc2\\xa0migration tools\\xc2\\xa0for certain platforms.\\n\\nIf you have a\\xc2\\xa0CSV file:\\n\\nIf the CSV contains\\xc2\\xa0URLs\\xc2\\xa0pointing to existing articles (from which content ... |
8e5c3ef8-f15b-4ddd-a9e8-603cc287a6d8 | DevRev Service Level Agreement uptime turnaround time service quality mean time to recovery backlog | [
{
"id": "ART-4172_KNOWLEDGE_NODE-16",
"text": "March 31 | October 22 |\\n| April 14 | December 25 |\\n| April 18 | |\\n\\n**ARGENTINA(US) Holiday Schedule**\\n\\n| Dates | Dates cont. |\\n| --- | --- |\\n| January 1 | June 20 |\\n| March 3 | July 9 |\\n| March 4 | August 15 |\\n| March 24 | August 18 |\\n|... |
dd923851-ecc0-4abc-b4ff-665cf49b99bd | Incident Ticket not setting back to Open when customer replied | [
{
"id": "ART-2012_KNOWLEDGE_NODE-26",
"text": "customer knows why a new ticket was created. The following fields are automatically set on the follow-up ticket based on the archived ticket:\\n\\n * **Title**\\n * **Customer**\\n * **Reported By**\\n * **Tag** is_followup In addition, the tag has_followup... |
cc721d56-48f9-44a8-96c7-3e8dd22db74c | change specific ticket field with reminder | [
{
"id": "ART-2874_KNOWLEDGE_NODE-25",
"text": "mappings specified in the configuration input. The process features robust error handling, detailed logging, and appends a summary comment to the timeline for easy update tracking.\\n\\nInstallation\\n------------\\n\\n1. Install the **Ticket Issue Field Migrat... |
dd892583-2efe-4c2a-972e-3759fe2470e5 | create knowledge graph in DevRev | [
{
"id": "ART-1822_KNOWLEDGE_NODE-238",
"text": "https:// api.devrev.ai / links.create\\nCreates a link between two objects to indicate a relationship.\\nRequest.\\n\\nThis endpoint expects an object.\\nlink_type enum Required\\nType of link used to define the relationship.\\nShow 12 enum values\\nsource str... |
613f8af0-2919-434e-866e-12570a0ab0e7 | create workflow to convert WhatsApp messages to tickets | [
{
"id": "ART-6174_KNOWLEDGE_NODE-28",
"text": "tickets\\n--------------------------------\\n\\n**Manual conversion**\\n\\nGo to the conversation record pane and select **Convert to Ticket** to create a new ticket from the conversation.\\n\\n![]()\\n\\n**Automated conversion via workflows**\\n\\nSet up autom... |
2f249eb8-7b5a-4013-9449-f9d82147266f | reopen ticket rules disallow reopening | [
{
"id": "ART-2012_KNOWLEDGE_NODE-28",
"text": "say \\xe2\\x80\\x9cI would like to add a terminal stage on my tickets\\xe2\\x80\\x9d and we will get it done.\\n\\n * If no terminal stage is set, tickets will reopen on new comments from customers if **Reopen Closed Tickets on customer message** is enabled in... |
0952227d-de01-4623-8671-e8a0533d9cd9 | automatic linking of follow-up tickets | [
{
"id": "ART-1979_KNOWLEDGE_NODE-60",
"text": "tickets\\n-----------------\\n\\nFollow up tickets allow support teams to seamlessly address unresolved issues, recurring problems, or additional concerns without losing context. By linking follow-up tickets to the original ticket(archived/immutable), teams can... |
f3ac30fb-0973-44f0-a003-6d2838cdda4b | create multiple workspaces for an account | [
{
"id": "ART-2000_KNOWLEDGE_NODE-25",
"text": "address.\\n\\nAccounts are associated with a workspace. An account can be a part of multiple workspaces at the same time. An account can also be linked to multiple opportunities. Accounts help you keep track of your customer contacts. Contacts are always linked... |
7b180589-34fa-427c-adfe-aa93a6dd15c1 | how to open resolved case in devrev | [
{
"id": "ART-2012_KNOWLEDGE_NODE-28",
"text": "say \\xe2\\x80\\x9cI would like to add a terminal stage on my tickets\\xe2\\x80\\x9d and we will get it done.\\n\\n * If no terminal stage is set, tickets will reopen on new comments from customers if **Reopen Closed Tickets on customer message** is enabled in... |
b339421e-2166-41ca-a6bf-4b035f885136 | issue adding recipients to tickets after ticket creation | [
{
"id": "ART-2027_KNOWLEDGE_NODE-31",
"text": "to the ticket via email. They cannot view the ticket on the portal, as they are added to the **Email members** field but not to the **Reported by** field.\\n\\nEmployees\\n\\n* With DevRev account (added to email thread)\\n\\n *Added to:* **To**, **CC**, or **... |
1ba2acc9-1733-49f6-a726-35cec8961a3c | create list views for custom objects in DevRev | [
{
"id": "ART-1949_KNOWLEDGE_NODE-25",
"text": "**Tickets**; **Build > Issues** and **Now, Next, Later**; and **Product > Parts**. Depending on the type of object there are different options for querying, sorting, customizing, and grouping.\\n\\n\\xf0\\x9f\\x8e\\xa5 Video: Applying filters to Vistas\\n\\nCre... |
e7d71ff0-679d-4e3b-9b7e-14e5867e60cf | Case creation and updates via Slack commands | [
{
"id": "ART-2035_KNOWLEDGE_NODE-37",
"text": "synchronized between DevRev and Slack.\\n\\nWork management using Slack\\n---------------------------\\n\\n### DevRev Tickets and Slack\\n\\nThe Slack snap-in allows users to create tickets directly from Slack. There are multiple ways to initiate ticket creatio... |
17b4e4f7-6971-4bb9-bf26-99413fa4bd15 | how to export a devrev dashboard | [
{
"id": "ART-4186_KNOWLEDGE_NODE-44",
"text": "the following dashboard widgets and tabs.\\n\\n### Tabs\\n\\n1. **Sessions**\\n\\n Widgets and visualizations for all the mobile sessions.\\n2. **Screens**\\n\\n Top screens and screens with crashes, errors, rage taps, and ANR.\\n3. **Events**\\n\\n Most ... |
0172010c-2217-496f-86ef-3df49e35c02e | how to set up feedback after ticket closure | [
{
"id": "ART-2011_KNOWLEDGE_NODE-25",
"text": "be customized to align with their requirements.\\n\\nTo manually request CSAT feedback without having to wait until the ticket is resolved, use the /survey command in **Tickets** > **Customer messages**.\\n\\nInstallation\\n------------\\n\\n1. Install the [CSA... |
e344e12b-0ec3-49b7-b6c5-934f7fc84ae2 | export entire conversation in TKT external only | [
{
"id": "ART-1827_KNOWLEDGE_NODE-87",
"text": "conversations.export\\nExports a collection of conversation items.\\nRequest.\\n\\nThis endpoint expects an object.\\napplies_to_parts list of strings Optional\\nFilters for conversations belonging to any of the provided parts.\\nfirst integer Optional\\nThe nu... |
e8ea62f6-b883-4b5f-819b-ed5df7a26f4e | make chat bot active on url | [
{
"id": "ART-15716_KNOWLEDGE_NODE-10",
"text": "work perfectly in a mobile WebView\\n\\nSetting Up the PluG Widget on a Website\\n\\nGo to your DevRev workspace, open PluG settings, configure the widget, and copy the provided JavaScript snippet. Paste it before the closing tag in your website\\xe2\\x80\\x99... |
0a3421b6-d6cb-443e-8039-34f5e0295281 | feature request for deleting all or some part of a group of tickets | [
{
"id": "ART-2873_KNOWLEDGE_NODE-24",
"text": "[Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[Bulk delete data](/docs/automations/bulk-delete)\\n\\nBulk delete data\\n================\\n\\nThe bulk delete data snap-in allows users to quickly delete multiple tickets, issues, accounts, or contacts ... |
f8e4c82d-215a-48a5-b9b0-c0d2b2a201b6 | email notification trigger when viewed | [
{
"id": "ART-1954_KNOWLEDGE_NODE-31",
"text": "Trigger a badge and bell sound on the **Updates** page.\\n* Show a toast notification in the app.\\n\\n**Other notifications**:\\n\\n* Sent only in-app to reduce noise.\\n\\n### Email and push notifications\\n\\n* Email notifications: Sent after a five-minute d... |
923f14c3-417e-414d-9cc1-bae37d9290fe | Fix Versions variable in workflow steps Ask AI or regexp search | [
{
"id": "ART-17231_KNOWLEDGE_NODE-100",
"text": "(collection)\\xe2\\x86\\x92[#category:user] | \\xe2\\x9c\\x94\\xef\\xb8\\x8e | User IDs of the users that own the work |\\n| `priority` | enum | \\xe2\\x9c\\x94\\xef\\xb8\\x8e | Priority of the work based upon impact and criticality |\\n| `release_version_ids... |
9922c4f8-6283-492d-b41a-b250e24e3014 | reported by field multiple values retrieved | [
{
"id": "ART-16264_KNOWLEDGE_NODE-29",
"text": "account.\\n + If both **Reported By** and **Account** fields are initially empty, you can search for and add any contact to the **Reported By** field, which will auto-fill the **Account** and **Workspace** (if applicable).\\n* **Handling multiple users:**\\n\... |
18318774-e8d3-4bd8-84d2-15bdd14dabee | start a conversation with a contact | [
{
"id": "ART-15509_KNOWLEDGE_NODE-14",
"text": "//Your logic goes here |\\n| 5 | } |\\n| 6 | }); |\\n| 7 | }, []); |\\n```\\n\\nStart conversation\\n------------------\\n\\nThe `startConversationContent` method opens the Plug widget directly to the conversation creation view. It replicates the action of cli... |
1b0f355e-29d3-48a8-a040-4de867fb674b | upload csv file utf8 encoding error missing field | [
{
"id": "ART-2575_KNOWLEDGE_NODE-31",
"text": "Pre-create the tag in the app before importing. |\\n| Account with external reference \\'non-existing-account\\' not found | Ensure the parent account exists in the app before importing. |\\n| Mandatory field \\'external\\\\_refs\\' is empty | Fill all mandator... |
cc5293e1-60d6-474d-90ed-dbb8b2d490be | slack integration native does not work | [
{
"id": "ART-2035_KNOWLEDGE_NODE-60",
"text": "hidden.\\n\\n![]()\\n\\nSlack currently does not support custom objects or related automations.\\n\\nSlack snap-in user resolution\\n-----------------------------\\n\\n* The Slack snap-in uses email for user resolution between platforms. If a user or organizati... |
d9d4102e-3b41-46ae-bda2-99cb52703413 | where to find Rev organization ID | [
{
"id": "ART-1418_KNOWLEDGE_NODE-2",
"text": "default Rev organization is to be fetched.\\n\\nidstringOptional`format: \"id\"`\\n\\nThe ID of the required Rev organization.\\n\\n### Response\\n\\nThe response to getting a Rev organization\\xe2\\x80\\x99s information.\\n\\nrev_orgobject\\n\\nShow 11 properti... |
45ae3491-e386-45de-9c7d-8c257b0b0236 | see how many conversations are resolved in a day | [
{
"id": "ART-1968_KNOWLEDGE_NODE-26",
"text": "**Active conversations per customer**\\n\\n The number of conversations per customer that are Open or In Progress.\\n* **Active conversations per part**\\n\\n The number of conversations per part that are Open or In Progress.\\n\\nConversation distribution\\n... |
4c0a9e54-762a-4139-a240-a7fd790dcfe0 | add URL to display AI bot | [
{
"id": "ART-15716_KNOWLEDGE_NODE-10",
"text": "work perfectly in a mobile WebView\\n\\nSetting Up the PluG Widget on a Website\\n\\nGo to your DevRev workspace, open PluG settings, configure the widget, and copy the provided JavaScript snippet. Paste it before the closing tag in your website\\xe2\\x80\\x99... |
09eb4797-a77e-4dee-acaf-32f4101f8490 | difference between a ticket and an issue | [
{
"id": "ART-15716_KNOWLEDGE_NODE-8",
"text": "for TicketsWe have a summarize option (it would resemble sparkle symbol) in the top right corner of the ticket view, which uses the ticket content to summarize the ticket\\n\\n7. Difference between Issues and Tickets\\n\\nTickets\\xc2\\xa0are for customer suppo... |
1cded992-0e4f-4eca-a709-3af948f6c996 | how to create canned messages | [
{
"id": "ART-1874_KNOWLEDGE_NODE-1",
"text": "https://api.devrev.ai/content-template.create \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{ |\\n| > | \"body_translations\": {}, |\\n| > | \"title_translations\": {} |\\n| > | }\\'... |
06f139d9-5b22-42bb-b7f0-a6a21403522b | cannot update ticket title after multiple refreshes | [
{
"id": "ART-4965_KNOWLEDGE_NODE-25",
"text": "permitted. This includes restrictions on RTE access, field updates, object linking, and other changes, ensuring ticket integrity and compliance with data governance standards\\n\\nInstallation\\n------------\\n\\n1. In DevRev, go to **Settings > Snap-ins** and ... |
8a00ab3d-b690-43be-8bad-ea5ab98f96ae | private emails not showing in conversation, only business emails | [
{
"id": "ART-3207_KNOWLEDGE_NODE-44",
"text": "sharing settings:\\n\\n* **Signature**: Added to all personal emails sent via DevRev\\n* **Share files as links**: Ensures deliverability of attachments via secure links\\n\\n3. Configure email forwarding for your email provider\\n------------------------------... |
19809331-3253-41ce-91f6-2cac79212cc5 | set Priority field to Priority 3 only for tickets created from portal | [
{
"id": "ART-17231_KNOWLEDGE_NODE-66",
"text": "`support` | Support | - |\\n\\n**priority**\\n\\n| Value | Name | Description |\\n| --- | --- | --- |\\n| `P0` | P0 | - |\\n| `P1` | P1 | - |\\n| `P2` | P2 | - |\\n\\n**stage**\\n\\n| Value | Name | Description |\\n| --- | --- | --- |\\n| `archived` | Archived... |
0c76733a-1dd4-4ae9-865c-db9ad1f9cf55 | how to create a vista | [
{
"id": "ART-16173_KNOWLEDGE_NODE-0",
"text": "b'Create Vista | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nBeta\\n\\nBeta\\n\\nBeta\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/beta/api-reference/accounts/create)[vistas](/beta/api-reference/vistas/create)\\n\\nCreate Vista\\n==========... |
dd017d44-f610-4049-b57c-576cb0841525 | create ticket conversation for every new slack message | [
{
"id": "ART-2035_KNOWLEDGE_NODE-41",
"text": "Slack threads, all the messages from both Slack threads reach only the primary ticket in DevRev, while messages from DevRev only sync to the primary ticket\\xe2\\x80\\x99s Slack thread.\\n* If only one ticket has a syncing Slack thread, that thread syncs with t... |
56d425fe-d10a-4111-a000-2ad2045e4f37 | DevRev voice support with Amazon | [
{
"id": "ART-15701_KNOWLEDGE_NODE-21",
"text": "an agent is added in amazon connect, click on sync support agents from amazon connect button in the snap-in page which can be found when you click on configure. This will sync the relevant permissions to that agent in DevRev.Improving audio quality and call st... |
b5384b73-6875-4d27-b7e4-f33b2ef5b1c9 | handle scenario when an agent is on holiday | [
{
"id": "ART-1976_KNOWLEDGE_NODE-28",
"text": "scenarios\\n----------------------------\\n\\n* Ticket routing based on customer inquiry keywords.\\n* Group-specific routing based on customer account assignments.\\n* Assignment routing based on severity and subtype.\\n* Custom field and tag-based routing.\\n... |
c24840e2-3831-494a-96c7-c83674761d8e | check onboarding modules completion status | [
{
"id": "ART-16805_KNOWLEDGE_NODE-26",
"text": "types.\\n* Detailed learner progress tracking with enrollment status, completion percentages, quiz scores, and learning duration metrics.\\n* Group import and organizational hierarchy management.\\n* Learning analytics with cross-referential data for course-le... |
95da762a-e14a-464f-affd-7f28c0b50941 | privilege title that controls article access | [
{
"id": "ART-1955_KNOWLEDGE_NODE-52",
"text": "Members Reader:* Contains privileges for read operations on Group Members.\\n\\n Privileges: object\\\\_member object ['READ']\\n* *Article Admin:* Contains admin privileges for operations on articles.\\n\\n Privileges: article object ['CREATE', 'READ', 'UPDA... |
b91b3d58-d9ff-44ef-b3f0-5f3896622fdd | plug widget not appearing on website after code installation | [
{
"id": "ART-2894_KNOWLEDGE_NODE-2",
"text": "insert the code snippet provided below on every page where you want the widget to appear for website visitors.\\n\\n## Unique app ID\\n\\nEnsure to replace the app ID with your app ID which identifies your PLuG search widget. You can access your app ID from your... |
80b67b4b-b879-40df-a547-0e01355494f1 | how to park ticket to another department | [
{
"id": "ART-15989_KNOWLEDGE_NODE-25",
"text": "successful validation, the snap-in relocates the issue or ticket to the part specified in the **Issue/Ticket - Target Part Field**.\\n\\nInstallation\\n------------\\n\\n1. Open the DevRev marketplace and install the **Automated Part Update** snap-in.\\n2. Sel... |
58be3ae0-a271-4f80-9371-ec9ed5155f38 | setup auto email for customer when they mail | [
{
"id": "ART-1953_KNOWLEDGE_NODE-34",
"text": "subject>\"\\n\\n![]()\\n\\nThis email is only sent to organizations that have installed [Auto-reply snap-in](https://docs.devrev.ai/automations/auto-reply).\\n\\nAuto reply on email\\n-------------------\\n\\n* **Trigger**: A new email is received from a custom... |
85211e38-8901-49a2-8ae0-bdfa7964ff19 | Voice/Video Support - VoIP integration with call recording and transcription | [
{
"id": "ART-2034_KNOWLEDGE_NODE-25",
"text": "recording, caller identity, and call transcript, enabling the support team to maintain a complete context of the customer's problem.\\n\\nPrerequisites\\n-------------\\n\\n* Ensure you have a Twilio account.\\n\\n If you would like to provide live call suppor... |
430135d6-8258-4117-bb31-dbc249ae678b | DevRev support for Webhooks real-time event notifications | [
{
"id": "ART-1459_KNOWLEDGE_NODE-11",
"text": "HTTP server. In the above example, you may be interested in `work_created` and `work_deleted`.\\n\\n 3. Register webhook endpoint\\n\\nBefore webhook events can be processed, you must inform DevRev of the URL where the events should be delivered, along with th... |
04bea083-cdf2-48b4-a8c7-3fabf538626a | set multiple SLA policies as default for different types of tickets | [
{
"id": "ART-1986_KNOWLEDGE_NODE-27",
"text": "the **Create SLA** window, provide a name and description of the SLA.\\n\\n After creating the SLA, assign policies to it.\\n\\nCreating policies within SLA\\n----------------------------\\n\\nMultiple policies can be created within an SLA. Each policy has a ... |
390c548c-e125-40c5-8427-11e4de46b0cc | tickets not getting assigned automatically from unassigned bucket | [
{
"id": "ART-1976_KNOWLEDGE_NODE-25",
"text": "and effective resolution. Users can design workflows tailored to various scenarios; the example below illustrates a basic routing use case.\\n\\n| NODE | ACTIVITY |\\n| --- | --- |\\n| Trigger | Ticket created |\\n| Action | Pick user by group |\\n| Action | Up... |
5985d184-b237-423a-89e5-74d07c195fad | how to find my tickets in DevRev | [
{
"id": "ART-1979_KNOWLEDGE_NODE-27",
"text": "also be used to engage customers for feedback/ideas (such as new feature ideas). Scoping is important for broadcast tickets as there needs to be a differentiation between broadcast (all revs) vs. multicast (particular revs).\\n\\nViews of tickets can be found u... |
cddb0614-bcc7-4b89-b504-8ac7b91020fd | duplicate CSAT ratings on the same ticket | [
{
"id": "ART-1979_KNOWLEDGE_NODE-59",
"text": "duplicate tickets transfer to the primary ticket.\\n* The older messages and attachments on the duplicate ticket remains within the duplicate ticket post merge.\\n* Any new customer message on duplicate tickets post merge sync to the primary ticket.\\n* Duplica... |
804b6b70-ce94-4f03-b4e2-ccd7fecbe6f4 | change home links pluG support | [
{
"id": "ART-1978_KNOWLEDGE_NODE-37",
"text": "portal\\n-----------------------------\\n\\nYou can customize the look of your support portal to match your branding goals.\\n\\n1. Go to **Settings** > **Plug & Portal** > **Portal Settings**.\\n2. Under **Configuration**, enter your site name and upload your ... |
2b0ce252-ee87-4fee-824f-588db340cb8c | save current view option when modifying a view | [
{
"id": "ART-16615_KNOWLEDGE_NODE-30",
"text": "**Hide columns**: Click on 3 dots next to a column to hide it from the view to reduce clutter\\n7. **Save preferences**: For any change in view preference settings like filter, sort, column, row selection click Save on top to save it as a new view or update th... |
cbedeeda-be56-496d-873e-37503e8a7609 | access customer portal for tickets | [
{
"id": "ART-1978_KNOWLEDGE_NODE-32",
"text": "on the following URL: support.devrev.ai/<yourcompany>.\\n* Your customers can log in on the portal by entering their registered email address and OTP sent to that email address.\\n\\n![]()\\n\\n### Customer roles and permissions\\n\\nThe customer portal has two... |
9c20f56a-3add-4189-9dac-4e2a5e9b281c | FORBIDDEN error when creating sprint board | [
{
"id": "ART-15506_KNOWLEDGE_NODE-15",
"text": "expired. |\\n| 403 Forbidden | The request was forbidden. | Check the authorization header for errors and make sure the token is a valid AAT. |\\n| 404 Not Found | The requested resource could not be found. | Verify the endpoint URL is correct. |\\n| 429 Too M... |
f339aa34-adea-4749-a289-07b29f31acc6 | how to open help section in DevRev | [
{
"id": "ART-15507_KNOWLEDGE_NODE-22",
"text": "supported by our DevRev SDK. The support chat feature can be shown as a modal screen from the top-most screen.\\n\\n```\\n| | |\\n| --- | --- |\\n| 1 | DevRev.showSupport() |\\n```\\n\\n### Create a new support conversation\\n\\nYou can initiate a new suppor... |
bda45aec-389d-4e41-9d32-147eef8a1b6c | three different login options video | [
{
"id": "ART-1978_KNOWLEDGE_NODE-34",
"text": "registered email address and go to **Settings** > **User management** > **Groups > Customer Admins**.\\n2. Select the **Add User** option in the top-right corner to search for the customer whom you want to designate as a customer admin.\\n\\n### Customer portal... |
043056b2-fa00-4474-9e1d-7ecf9ebd4532 | create my view in explore tab | [
{
"id": "ART-1952_KNOWLEDGE_NODE-27",
"text": "bring in data from other sources as well.\\n\\nDiscover\\n--------\\n\\nTo get started, click the \\xe2\\x9a\\xa1 button on a vista. The following options are available:\\n\\n* Create New Report\\n* View Past Reports: Created by me or shared with me\\n\\nYou ca... |
a2e491ac-7bc7-49d0-92ba-a55e9cc2fbca | output of for each node | [
{
"id": "ART-12393_KNOWLEDGE_NODE-25",
"text": "with their timestamp, execution time, and the status.\\n\\n If you don't see your latest run, click the refresh button on the top right of the runs view table.\\n4. Click the run. The workflow overview of that specific run is shown.\\n5. Click any of the nod... |
2142d866-1912-4393-9cb8-21144082e6ca | What about agents in DevRev? | [
{
"id": "ART-15792_KNOWLEDGE_NODE-3",
"text": "and coordinating across teams while syncing actions back to existing systems.DevRev\\'s AI Agents\\n\\nDevRev sells the following AI agents:CX Agent (Customer Experience Agent)What is DevRev\\'s CX Agent?\\n\\nAI agent to improve customer experience by resolvin... |
d761b291-3018-4f6b-810d-87d1bfbf7986 | how to start using Computer in DevRev | [
{
"id": "ART-16789_KNOWLEDGE_NODE-10",
"text": "dots.\\n\\nYou can also access Computer on your browser inside the DevRev app on the URL https://app.devrev.ai/<your-org-name>/computerQ: How do I use the Computer desktop app?\\n\\nAlternative questions: \"Desktop app shortcuts\" \"Computer keyboard shortcuts... |
940924bf-210d-41df-8218-a4acb8e67d96 | SAML 2.0 OAuth 2.0 external authentication integration | [
{
"id": "ART-15267_KNOWLEDGE_NODE-1",
"text": "or Okta.\\n\\n\\xf0\\x9f\\x93\\x8c For more information for about authentication connections, refer to [External identity provider setup](https://docs.devrev.ai/product/sso-saml).\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/artifacts/v... |
621a49aa-6eff-4209-a2b0-0c36fb43c8ce | arrange articles by customer type | [
{
"id": "ART-1982_KNOWLEDGE_NODE-26",
"text": "parts are distinct entities. Collections categorize articles on the Customer Portal, while parts represent the structure and components of a product or service.\\n\\nYou can nest multiple collections within a single collection to create a well-structured framew... |
5191bbf7-0259-4c41-a942-2a0aaa6ff514 | API to customize DevRev agent colors branding | [
{
"id": "ART-12456_KNOWLEDGE_NODE-13",
"text": "DevRev SDK allows you to configure the theme dynamically based on the system appearance, or use the theme configured on the DevRev portal. By default, the theme will be dynamic and follow the system appearance.\\n\\n[code]\\n\\n 1| DevRev.setPrefersSystemTh... |
f6163a4c-568e-4118-b087-d62500942928 | Slack Integration bidirectional case management within Slack workspaces | [
{
"id": "ART-2035_KNOWLEDGE_NODE-37",
"text": "synchronized between DevRev and Slack.\\n\\nWork management using Slack\\n---------------------------\\n\\n### DevRev Tickets and Slack\\n\\nThe Slack snap-in allows users to create tickets directly from Slack. There are multiple ways to initiate ticket creatio... |
3776772f-e6d3-4629-a713-8c5ddfd3a1e2 | articles not showing after connection | [
{
"id": "ART-15726_KNOWLEDGE_NODE-1",
"text": "is private (i.e., if the article is not shared with everyone in the external system).\\n\\nThis most frequently occurs if you're a customer success employee who helped a customer do an import and you're verifying the imported data. In that case consult the Aird... |
4972efdc-e74b-4022-8408-6b7b12fb218f | set stage or status of a ticket when a reminder expires | [
{
"id": "ART-2012_KNOWLEDGE_NODE-27",
"text": "will be created, and the previous ticket stage will remain unchanged.\\n\\n## Prerequisities\\n\\n * Before you install this snap-in, you need to set the **Stage** in closed state as a terminal stage or permanently closed stage. That is, once the ticket is mov... |
a451837f-dfc9-45cf-89ef-13921a59bcbd | personal access token for API calls to DevRev | [
{
"id": "ART-1175_KNOWLEDGE_NODE-4",
"text": "a DevRev API must include a PAT. After you create your account, [generate a personal access token](/about/authentication) and store it in a safe place.\\n\\nIn this guide, you\\xe2\\x80\\x99ll make a call to the [`dev-users.self`](/api-reference/dev-users/self) ... |
0db0e70f-0e7a-4272-a95f-d500623a0be2 | bug conversation turned into ticket ticket message missing conversation ID | [
{
"id": "ART-12390_KNOWLEDGE_NODE-39",
"text": "to update * subtype: (Optional) Ticket subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields * stage: (Optional) New stage | Updated ticket object |\\n\\nObject links\\n------------\\n\\n| Operation | Description | Input... |
211344fe-b4ea-4069-87cf-85bbe4022bca | client not receiving messages sent via DevRev but ticket shows delivered | [
{
"id": "ART-2027_KNOWLEDGE_NODE-33",
"text": "Transit*: This email is now queued for outbound. DevRev is attempting to send this email, and the process is currently in progress.\\n* *Sent*: DevRev has successfully sent this email. At this point, the email is *on its way* to the intended recipient.\\n* *Del... |
f1f137f9-775d-40e0-90c2-034bffbad0b1 | how to close a ticket | [
{
"id": "ART-1979_KNOWLEDGE_NODE-47",
"text": "validate the fix with the user and then to *resolved*. If the user wants to cancel the ticket then the stage moves to *canceled*.\\n\\n**Closed**\\n\\n* *Canceled* (C)\\n\\n The ticket is determined to be invalid either by the user or the customer experience e... |
9c065cf8-1f01-42f4-bdf0-ab30645692ce | how to escalate the ticket | [
{
"id": "ART-1981_KNOWLEDGE_NODE-28",
"text": "new conversation. Respond within 1 hour to new messages on existing conversations. Change the stage of conversation to *awaiting customer response* as soon as you have responded.\\n* In **Updates**, filter by **Type** > **Mentioned**. Respond to those updates f... |
a8bafc78-f578-44c3-b755-f7b1712d9cd5 | Send email operation is not enabled for this organization | [
{
"id": "ART-3207_KNOWLEDGE_NODE-41",
"text": "to send emails | This is required if workflows or bots are configured to send emails. Keep it enabled unless you intend to turn it off. |\\n\\n### Step 6: Auto-Reply & Threading Features\\n\\nYou can configure DevRev to send automatic responses when new emails ... |
88bc3384-574f-4f7d-a1c7-9e71cdbda5a7 | attach log file to ticket | [
{
"id": "ART-1979_KNOWLEDGE_NODE-38",
"text": "the top-right corner of your screen.\\n3. Add a title and description for your new ticket. You can also attach files related to the ticket in the description.\\n4. Select which part of the company/product this ticket is related to.\\n\\n ![]()\\n5. Enter othe... |
8784f283-1b4f-426f-83fa-30068169f471 | how to create a ticket | [
{
"id": "ART-6174_KNOWLEDGE_NODE-28",
"text": "tickets\\n--------------------------------\\n\\n**Manual conversion**\\n\\nGo to the conversation record pane and select **Convert to Ticket** to create a new ticket from the conversation.\\n\\n![]()\\n\\n**Automated conversion via workflows**\\n\\nSet up autom... |
e264b7a8-d44a-4b8e-be4d-5698c2a7c61c | pause SLA for other ticket stages Awaiting Customer | [
{
"id": "ART-1986_KNOWLEDGE_NODE-38",
"text": "ticket is moved to the Closed state | The ticket was moved to Awaiting Customer Response state | The ticket moves to any state except Closed |\\n\\n**Conversations**\\n\\n| Metric | Default conditions | Start event | End event | Pause event | Resume event |\\n|... |
f536db1b-24b2-445d-8eda-6becd6322a79 | what is DevRev platform overview introduction | [
{
"id": "ART-15792_KNOWLEDGE_NODE-0",
"text": "b'What is DevRev?\\n\\nDevRev is an enterprise AI platform that delivers \"Team Intelligence\" by transforming artificial intelligence from a passive tool into an active business teammate. The company addresses a fundamental challenge facing modern organization... |
e50828d5-fb46-4b71-a96b-0e953940b82a | create monthly analytics report for tickets | [
{
"id": "ART-15716_KNOWLEDGE_NODE-35",
"text": "filters\\n\\nYou can create a simple report by clicking on the Smart Icon at the top right corner and selecting \\'Create New report.\\' Create a dashboard and a widget by giving a name. Select the dimensions and measures and finalize the visualization of the ... |
da34387f-8e64-4bd9-9d92-b14340b734c4 | issue template settings for bug subtype | [
{
"id": "ART-15487_KNOWLEDGE_NODE-47",
"text": "above can be referenced in the *bug* subtype as follows:\\n\\n```\\n| | |\\n| --- | --- |\\n| $ | curl --location \\'https://api.devrev.ai/schemas.custom.set\\' \\\\ |\\n| > | --header \\'Content-Type: application/json\\' \\\\ |\\n| > | --header \\'Authoriza... |
fa76510d-2b83-4709-b882-507fdad4ea73 | workflow to stop stage change to close if specific fields are not populated on ticket | [
{
"id": "ART-15716_KNOWLEDGE_NODE-31",
"text": "conditions While creating custom schema\\n\\nThis can be handled by our team. Kindly reach out to us, and we\\xe2\\x80\\x99ll be happy to assist you with setting up a custom schema. Would you like us to create a ticket for this?\\n\\nAPI for stage customizatio... |
f5437017-8214-4299-a1fe-1c1e422defa3 | change spacing properties bottom side after init plug web chat widget | [
{
"id": "ART-2900_KNOWLEDGE_NODE-7",
"text": "* The `bottom` property determines the padding from the bottom of the launcher.\\n\\nThe default value is `10px`.\\n\\n * The `side` property determines the spacing of the widget from the launcher icon.\\n\\nThe default value is `0px`.\\n\\n[code]\\n\\n 1| s... |
51aaecfa-4dc3-4498-aed0-ebd7a101bf0c | phone number format error when creating user with leading zero | [
{
"id": "ART-15506_KNOWLEDGE_NODE-12",
"text": "\\xe2\\x9d\\x8c | \\xe2\\x9c\\x85 |\\n| `domains` | The attribute must be unique. Use a format like `devrev.ai`. Inputs like `https://devrev.ai` or `www.devrev.ai` are invalid. | array | \\xe2\\x9d\\x8c | \\xe2\\x9c\\x85 |\\n| `phone_numbers` | The phone numbe... |
53fcc51d-3606-4333-8f58-71d868c4db28 | tickets created through plug customer workspace assignment customer account set | [
{
"id": "ART-2002_KNOWLEDGE_NODE-32",
"text": "get resolved and matched when the same customer engages with you on the Plug widget for a support interaction.\\n\\nThis is achieved by using the *external reference* provided by you when creating customer identity.\\n\\n**External reference for a customer**\\n... |
25130283-382e-4ee0-9e98-be02d9b70e89 | slash command from devrev mobile app | [
{
"id": "ART-1969_KNOWLEDGE_NODE-28",
"text": "engineers. To get a list of the available commands, type / in a conversation response text box.\\n\\n\\xf0\\x9f\\x8e\\xab Tickets\\n---------\\n\\nThe benefit of Computer by DevRev is that conversations can be linked to support [tickets](../product/tickets), an... |
81bb4437-4f69-45dc-80c0-14766089e803 | Audit trails for all access and modification activities | [
{
"id": "ART-2718_KNOWLEDGE_NODE-0",
"text": "b'Fetch Audit Logs | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nBeta\\n\\nBeta\\n\\nBeta\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/beta/api-reference/accounts/create)[compliance](/beta/api-reference/compliance/export-audit-logs)\\n\\nFet... |
349af6dc-1210-43cd-8421-490039d13c00 | SLA breach calculation and response time policy | [
{
"id": "ART-1986_KNOWLEDGE_NODE-26",
"text": "level.\\nSLAs help ensure that your customers receive timely responses and resolutions to inquiries.\\n\\nPolicy users can set SLA breach and warning targets for three metrics: *first response*, *next response*, and *full resolution*. Each metric has its own br... |
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