diff --git a/devrev_search_custom_pipeline.ipynb b/devrev_search_custom_pipeline.ipynb
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+++ b/devrev_search_custom_pipeline.ipynb
@@ -0,0 +1,1106 @@
+{
+ "cells": [
+  {
+   "cell_type": "markdown",
+   "metadata": {},
+   "source": [
+    "# DevRev Search Dataset\n",
+    "\n",
+    "Loading and exploring the `devrev/search` dataset from Hugging Face.\n",
+    "\n",
+    "**Dataset Structure:**\n",
+    "- `annotated_queries` — Queries paired with annotated (golden) article chunks\n",
+    "- `knowledge_base` — Article chunks from DevRev's customer-facing support documentation\n",
+    "- `test_queries` — Held-out queries used for evaluation"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": null,
+   "metadata": {},
+   "outputs": [],
+   "source": [
+    "%pip install -r requirements.txt\n"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": null,
+   "metadata": {},
+   "outputs": [],
+   "source": [
+    "from datasets import load_dataset\n",
+    "import pandas as pd\n",
+    "import voyageai\n",
+    "from dotenv import load_dotenv\n",
+    "load_dotenv()\n",
+    "import zvec\n",
+    "import numpy as np\n",
+    "from tqdm import tqdm\n",
+    "import time\n",
+    "import os\n",
+    "import json\n",
+    "import pickle\n",
+    "from rank_bm25 import BM25Okapi\n",
+    "from collections import defaultdict\n"
+   ]
+  },
+  {
+   "cell_type": "markdown",
+   "metadata": {},
+   "source": [
+    "## 1. Load Annotated Queries\n",
+    "Queries paired with annotated (golden) article chunks for training/validation."
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 4,
+   "metadata": {},
+   "outputs": [
+    {
+     "name": "stderr",
+     "output_type": "stream",
+     "text": [
+      "Warning: You are sending unauthenticated requests to the HF Hub. Please set a HF_TOKEN to enable higher rate limits and faster downloads.\n"
+     ]
+    },
+    {
+     "name": "stdout",
+     "output_type": "stream",
+     "text": [
+      "DatasetDict({\n",
+      "    train: Dataset({\n",
+      "        features: ['query_id', 'query', 'retrievals'],\n",
+      "        num_rows: 291\n",
+      "    })\n",
+      "})\n"
+     ]
+    }
+   ],
+   "source": [
+    "# Load annotated queries\n",
+    "annotated_queries = load_dataset(\"devrev/search\", \"annotated_queries\")\n",
+    "print(annotated_queries)"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 5,
+   "metadata": {},
+   "outputs": [
+    {
+     "data": {
+      "text/html": [
+       "<div>\n",
+       "<style scoped>\n",
+       "    .dataframe tbody tr th:only-of-type {\n",
+       "        vertical-align: middle;\n",
+       "    }\n",
+       "\n",
+       "    .dataframe tbody tr th {\n",
+       "        vertical-align: top;\n",
+       "    }\n",
+       "\n",
+       "    .dataframe thead th {\n",
+       "        text-align: right;\n",
+       "    }\n",
+       "</style>\n",
+       "<table border=\"1\" class=\"dataframe\">\n",
+       "  <thead>\n",
+       "    <tr style=\"text-align: right;\">\n",
+       "      <th></th>\n",
+       "      <th>query_id</th>\n",
+       "      <th>query</th>\n",
+       "      <th>retrievals</th>\n",
+       "    </tr>\n",
+       "  </thead>\n",
+       "  <tbody>\n",
+       "    <tr>\n",
+       "      <th>0</th>\n",
+       "      <td>0ae94217-c6a0-4895-83a2-841a95f01637</td>\n",
+       "      <td>create DevRev ticket from Microsoft Teams</td>\n",
+       "      <td>[{'id': 'ART-4216_KNOWLEDGE_NODE-26', 'text': ...</td>\n",
+       "    </tr>\n",
+       "    <tr>\n",
+       "      <th>1</th>\n",
+       "      <td>d0b209b3-6cea-46d8-bfac-bd0e286ea21b</td>\n",
+       "      <td>workflow builder auto close ticket after 48 ho...</td>\n",
+       "      <td>[{'id': 'ART-2012_KNOWLEDGE_NODE-24', 'text': ...</td>\n",
+       "    </tr>\n",
+       "    <tr>\n",
+       "      <th>2</th>\n",
+       "      <td>40c1aa6f-cd21-46ab-8f6f-76fdc267b584</td>\n",
+       "      <td>automated reminder to customer ticket will be ...</td>\n",
+       "      <td>[{'id': 'ART-3068_KNOWLEDGE_NODE-24', 'text': ...</td>\n",
+       "    </tr>\n",
+       "    <tr>\n",
+       "      <th>3</th>\n",
+       "      <td>e47d883f-b712-4f98-bd06-14ade143e3c2</td>\n",
+       "      <td>connect Bitbucket account to DevRev account</td>\n",
+       "      <td>[{'id': 'ART-2030_KNOWLEDGE_NODE-27', 'text': ...</td>\n",
+       "    </tr>\n",
+       "    <tr>\n",
+       "      <th>4</th>\n",
+       "      <td>2e6f9413-15ac-4974-a380-7aa22fc98a61</td>\n",
+       "      <td>use of workflows in DevRev</td>\n",
+       "      <td>[{'id': 'ART-1961_KNOWLEDGE_NODE-28', 'text': ...</td>\n",
+       "    </tr>\n",
+       "  </tbody>\n",
+       "</table>\n",
+       "</div>"
+      ],
+      "text/plain": [
+       "                               query_id  \\\n",
+       "0  0ae94217-c6a0-4895-83a2-841a95f01637   \n",
+       "1  d0b209b3-6cea-46d8-bfac-bd0e286ea21b   \n",
+       "2  40c1aa6f-cd21-46ab-8f6f-76fdc267b584   \n",
+       "3  e47d883f-b712-4f98-bd06-14ade143e3c2   \n",
+       "4  2e6f9413-15ac-4974-a380-7aa22fc98a61   \n",
+       "\n",
+       "                                               query  \\\n",
+       "0          create DevRev ticket from Microsoft Teams   \n",
+       "1  workflow builder auto close ticket after 48 ho...   \n",
+       "2  automated reminder to customer ticket will be ...   \n",
+       "3        connect Bitbucket account to DevRev account   \n",
+       "4                         use of workflows in DevRev   \n",
+       "\n",
+       "                                          retrievals  \n",
+       "0  [{'id': 'ART-4216_KNOWLEDGE_NODE-26', 'text': ...  \n",
+       "1  [{'id': 'ART-2012_KNOWLEDGE_NODE-24', 'text': ...  \n",
+       "2  [{'id': 'ART-3068_KNOWLEDGE_NODE-24', 'text': ...  \n",
+       "3  [{'id': 'ART-2030_KNOWLEDGE_NODE-27', 'text': ...  \n",
+       "4  [{'id': 'ART-1961_KNOWLEDGE_NODE-28', 'text': ...  "
+      ]
+     },
+     "execution_count": 5,
+     "metadata": {},
+     "output_type": "execute_result"
+    }
+   ],
+   "source": [
+    "# Convert to DataFrame and display\n",
+    "annotated_df = annotated_queries[\"train\"].to_pandas()\n",
+    "annotated_df.head()"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 6,
+   "metadata": {},
+   "outputs": [
+    {
+     "data": {
+      "text/plain": [
+       "{'query_id': '0ae94217-c6a0-4895-83a2-841a95f01637',\n",
+       " 'query': 'create DevRev ticket from Microsoft Teams',\n",
+       " 'retrievals': [{'id': 'ART-4216_KNOWLEDGE_NODE-26',\n",
+       "   'text': 'DevRev Object | Sync to DevRev |\\\\n| --- | --- | --- |\\\\n| Plan | Parts | \\\\xe2\\\\x9c\\\\x85 |\\\\n| User | Identity/DevUser | \\\\xe2\\\\x9c\\\\x85 |\\\\n| Channel | Chat | \\\\xe2\\\\x9c\\\\x85 |\\\\n| Attachments in Message/Thread/Task | Artifacts on Article | \\\\xe2\\\\x9c\\\\x85 |\\\\n| Message | Comment | \\\\xe2\\\\x9c\\\\x85 |\\\\n| Thread | Comment | \\\\xe2\\\\x9c\\\\x85 |\\\\n| Task | Issue/Ticket | \\\\xe2\\\\x9c\\\\x85 |\\\\n\\\\nImporting from Microsoft Teams\\\\n------------------------------\\\\n\\\\nFollow the steps below to import from Microsoft Teams:\\\\n\\\\n1. Go to',\n",
+       "   'title': 'Microsoft Teams AirSync | AirSync | Snap-ins | DevRev'},\n",
+       "  {'id': 'ART-4216_KNOWLEDGE_NODE-29',\n",
+       "   'text': 'with many\\\\nattachments. DevRev honors the Microsoft Graph API rate limits and back-off and resumes automatically.\\\\n\\\\nPost import options\\\\n-------------------\\\\n\\\\nAfter a successful import, you have the following options available for the imported account:\\\\n\\\\n* **Sync to DevRev**  \\\\n  This option allows you to synchronize any modifications made in Microsoft Teams with the corresponding items previously imported into DevRev. It also creates new items in DevRev for any new data in Microsoft Teams',\n",
+       "   'title': 'Microsoft Teams AirSync | AirSync | Snap-ins | DevRev'}]}"
+      ]
+     },
+     "execution_count": 6,
+     "metadata": {},
+     "output_type": "execute_result"
+    }
+   ],
+   "source": [
+    "# Sample a single annotated query example\n",
+    "annotated_queries[\"train\"][0]"
+   ]
+  },
+  {
+   "cell_type": "markdown",
+   "metadata": {},
+   "source": [
+    "## 2. Load Test Queries\n",
+    "Held-out queries used for evaluation."
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 7,
+   "metadata": {},
+   "outputs": [
+    {
+     "name": "stdout",
+     "output_type": "stream",
+     "text": [
+      "DatasetDict({\n",
+      "    test: Dataset({\n",
+      "        features: ['query_id', 'query'],\n",
+      "        num_rows: 92\n",
+      "    })\n",
+      "})\n"
+     ]
+    }
+   ],
+   "source": [
+    "# Load test queries\n",
+    "test_queries = load_dataset(\"devrev/search\", \"test_queries\")\n",
+    "print(test_queries)"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 8,
+   "metadata": {},
+   "outputs": [
+    {
+     "data": {
+      "text/html": [
+       "<div>\n",
+       "<style scoped>\n",
+       "    .dataframe tbody tr th:only-of-type {\n",
+       "        vertical-align: middle;\n",
+       "    }\n",
+       "\n",
+       "    .dataframe tbody tr th {\n",
+       "        vertical-align: top;\n",
+       "    }\n",
+       "\n",
+       "    .dataframe thead th {\n",
+       "        text-align: right;\n",
+       "    }\n",
+       "</style>\n",
+       "<table border=\"1\" class=\"dataframe\">\n",
+       "  <thead>\n",
+       "    <tr style=\"text-align: right;\">\n",
+       "      <th></th>\n",
+       "      <th>query_id</th>\n",
+       "      <th>query</th>\n",
+       "    </tr>\n",
+       "  </thead>\n",
+       "  <tbody>\n",
+       "    <tr>\n",
+       "      <th>0</th>\n",
+       "      <td>a97f93d2-410a-431f-ae9a-1e23ed35d74c</td>\n",
+       "      <td>end customer organization name not appearing i...</td>\n",
+       "    </tr>\n",
+       "    <tr>\n",
+       "      <th>1</th>\n",
+       "      <td>7dd7e2b4-9349-4535-8007-1d706e0fabff</td>\n",
+       "      <td>Android SDK session generated with Unknown user</td>\n",
+       "    </tr>\n",
+       "    <tr>\n",
+       "      <th>2</th>\n",
+       "      <td>4bc92187-cdaa-4c20-b189-abd1672e5a71</td>\n",
+       "      <td>email reply received on wrong ticket</td>\n",
+       "    </tr>\n",
+       "    <tr>\n",
+       "      <th>3</th>\n",
+       "      <td>4d9878e8-f746-4df5-8bf6-f9444989b385</td>\n",
+       "      <td>manage access and privileges in DevRev</td>\n",
+       "    </tr>\n",
+       "    <tr>\n",
+       "      <th>4</th>\n",
+       "      <td>483151ec-aff4-4569-b3df-651f578b61d8</td>\n",
+       "      <td>SSO setup SAML IDP metadata connection string ...</td>\n",
+       "    </tr>\n",
+       "  </tbody>\n",
+       "</table>\n",
+       "</div>"
+      ],
+      "text/plain": [
+       "                               query_id  \\\n",
+       "0  a97f93d2-410a-431f-ae9a-1e23ed35d74c   \n",
+       "1  7dd7e2b4-9349-4535-8007-1d706e0fabff   \n",
+       "2  4bc92187-cdaa-4c20-b189-abd1672e5a71   \n",
+       "3  4d9878e8-f746-4df5-8bf6-f9444989b385   \n",
+       "4  483151ec-aff4-4569-b3df-651f578b61d8   \n",
+       "\n",
+       "                                               query  \n",
+       "0  end customer organization name not appearing i...  \n",
+       "1    Android SDK session generated with Unknown user  \n",
+       "2               email reply received on wrong ticket  \n",
+       "3             manage access and privileges in DevRev  \n",
+       "4  SSO setup SAML IDP metadata connection string ...  "
+      ]
+     },
+     "execution_count": 8,
+     "metadata": {},
+     "output_type": "execute_result"
+    }
+   ],
+   "source": [
+    "# Convert to DataFrame and display\n",
+    "test_df = test_queries[\"test\"].to_pandas()\n",
+    "test_df.head()"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 9,
+   "metadata": {},
+   "outputs": [
+    {
+     "data": {
+      "text/plain": [
+       "{'query_id': 'a97f93d2-410a-431f-ae9a-1e23ed35d74c',\n",
+       " 'query': 'end customer organization name not appearing in ticket or conversation'}"
+      ]
+     },
+     "execution_count": 9,
+     "metadata": {},
+     "output_type": "execute_result"
+    }
+   ],
+   "source": [
+    "# Sample a single test query example\n",
+    "test_queries[\"test\"][0]"
+   ]
+  },
+  {
+   "cell_type": "markdown",
+   "metadata": {},
+   "source": [
+    "## 3. Load Knowledge Base\n",
+    "Article chunks from DevRev's customer-facing support documentation."
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 10,
+   "metadata": {},
+   "outputs": [
+    {
+     "name": "stdout",
+     "output_type": "stream",
+     "text": [
+      "DatasetDict({\n",
+      "    corpus: Dataset({\n",
+      "        features: ['id', 'text', 'title'],\n",
+      "        num_rows: 65224\n",
+      "    })\n",
+      "})\n"
+     ]
+    }
+   ],
+   "source": [
+    "# Load knowledge base\n",
+    "knowledge_base = load_dataset(\"devrev/search\", \"knowledge_base\")\n",
+    "print(knowledge_base)"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 11,
+   "metadata": {},
+   "outputs": [
+    {
+     "data": {
+      "text/html": [
+       "<div>\n",
+       "<style scoped>\n",
+       "    .dataframe tbody tr th:only-of-type {\n",
+       "        vertical-align: middle;\n",
+       "    }\n",
+       "\n",
+       "    .dataframe tbody tr th {\n",
+       "        vertical-align: top;\n",
+       "    }\n",
+       "\n",
+       "    .dataframe thead th {\n",
+       "        text-align: right;\n",
+       "    }\n",
+       "</style>\n",
+       "<table border=\"1\" class=\"dataframe\">\n",
+       "  <thead>\n",
+       "    <tr style=\"text-align: right;\">\n",
+       "      <th></th>\n",
+       "      <th>id</th>\n",
+       "      <th>text</th>\n",
+       "      <th>title</th>\n",
+       "    </tr>\n",
+       "  </thead>\n",
+       "  <tbody>\n",
+       "    <tr>\n",
+       "      <th>0</th>\n",
+       "      <td>ART-17711_KNOWLEDGE_NODE-0</td>\n",
+       "      <td>b'We ran into a case where an AirSync was star...</td>\n",
+       "      <td>Sync fails when original sync owners loses per...</td>\n",
+       "    </tr>\n",
+       "    <tr>\n",
+       "      <th>1</th>\n",
+       "      <td>ART-17711_KNOWLEDGE_NODE-1</td>\n",
+       "      <td>access.\\n\\nOnce Person A was re-added with the...</td>\n",
+       "      <td>Sync fails when original sync owners loses per...</td>\n",
+       "    </tr>\n",
+       "    <tr>\n",
+       "      <th>2</th>\n",
+       "      <td>ART-17650_KNOWLEDGE_NODE-0</td>\n",
+       "      <td>b\"American cybersecurity leader unifies securi...</td>\n",
+       "      <td>American cybersecurity leader unifies security...</td>\n",
+       "    </tr>\n",
+       "    <tr>\n",
+       "      <th>3</th>\n",
+       "      <td>ART-17650_KNOWLEDGE_NODE-1</td>\n",
+       "      <td>DevRev\\n======================================...</td>\n",
+       "      <td>American cybersecurity leader unifies security...</td>\n",
+       "    </tr>\n",
+       "    <tr>\n",
+       "      <th>4</th>\n",
+       "      <td>ART-17650_KNOWLEDGE_NODE-2</td>\n",
+       "      <td>solutions help organisations build and deploy ...</td>\n",
+       "      <td>American cybersecurity leader unifies security...</td>\n",
+       "    </tr>\n",
+       "  </tbody>\n",
+       "</table>\n",
+       "</div>"
+      ],
+      "text/plain": [
+       "                           id  \\\n",
+       "0  ART-17711_KNOWLEDGE_NODE-0   \n",
+       "1  ART-17711_KNOWLEDGE_NODE-1   \n",
+       "2  ART-17650_KNOWLEDGE_NODE-0   \n",
+       "3  ART-17650_KNOWLEDGE_NODE-1   \n",
+       "4  ART-17650_KNOWLEDGE_NODE-2   \n",
+       "\n",
+       "                                                text  \\\n",
+       "0  b'We ran into a case where an AirSync was star...   \n",
+       "1  access.\\n\\nOnce Person A was re-added with the...   \n",
+       "2  b\"American cybersecurity leader unifies securi...   \n",
+       "3  DevRev\\n======================================...   \n",
+       "4  solutions help organisations build and deploy ...   \n",
+       "\n",
+       "                                               title  \n",
+       "0  Sync fails when original sync owners loses per...  \n",
+       "1  Sync fails when original sync owners loses per...  \n",
+       "2  American cybersecurity leader unifies security...  \n",
+       "3  American cybersecurity leader unifies security...  \n",
+       "4  American cybersecurity leader unifies security...  "
+      ]
+     },
+     "execution_count": 11,
+     "metadata": {},
+     "output_type": "execute_result"
+    }
+   ],
+   "source": [
+    "# Convert to DataFrame and display\n",
+    "knowledge_df = knowledge_base[\"corpus\"].to_pandas()\n",
+    "knowledge_df.head()"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 12,
+   "metadata": {},
+   "outputs": [
+    {
+     "data": {
+      "text/plain": [
+       "{'id': 'ART-17711_KNOWLEDGE_NODE-0',\n",
+       " 'text': \"b'We ran into a case where an AirSync was started by one person (Person A) and later failed. Another user (Person B) tried to click Retry, but it didn\\\\xe2\\\\x80\\\\x99t work. The logs showed 401 and 403 errors in communication between the snap-in and the snap-in manager.\\\\n\\\\nIt turned out that AirSync assigns the sync owner to whoever started it. Since Person A had been removed from the org or lost permissions, the retry failed \\\\xe2\\\\x80\\\\x94 the system still expected the original owner to have valid\",\n",
+       " 'title': 'Sync fails when original sync owners loses permissions'}"
+      ]
+     },
+     "execution_count": 12,
+     "metadata": {},
+     "output_type": "execute_result"
+    }
+   ],
+   "source": [
+    "# Sample a single knowledge base chunk\n",
+    "knowledge_base[\"corpus\"][0]"
+   ]
+  },
+  {
+   "cell_type": "markdown",
+   "metadata": {},
+   "source": [
+    "## 4. Dataset Summary"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 13,
+   "metadata": {},
+   "outputs": [
+    {
+     "name": "stdout",
+     "output_type": "stream",
+     "text": [
+      "============================================================\n",
+      "DevRev Search Dataset Summary\n",
+      "============================================================\n",
+      "\n",
+      "Annotated Queries:\n",
+      "DatasetDict({\n",
+      "    train: Dataset({\n",
+      "        features: ['query_id', 'query', 'retrievals'],\n",
+      "        num_rows: 291\n",
+      "    })\n",
+      "})\n",
+      "\n",
+      "Test Queries:\n",
+      "DatasetDict({\n",
+      "    test: Dataset({\n",
+      "        features: ['query_id', 'query'],\n",
+      "        num_rows: 92\n",
+      "    })\n",
+      "})\n",
+      "\n",
+      "Knowledge Base:\n",
+      "DatasetDict({\n",
+      "    corpus: Dataset({\n",
+      "        features: ['id', 'text', 'title'],\n",
+      "        num_rows: 65224\n",
+      "    })\n",
+      "})\n",
+      "\n",
+      "============================================================\n"
+     ]
+    }
+   ],
+   "source": [
+    "print(\"=\" * 60)\n",
+    "print(\"DevRev Search Dataset Summary\")\n",
+    "print(\"=\" * 60)\n",
+    "print(f\"\\nAnnotated Queries:\")\n",
+    "print(annotated_queries)\n",
+    "print(f\"\\nTest Queries:\")\n",
+    "print(test_queries)\n",
+    "print(f\"\\nKnowledge Base:\")\n",
+    "print(knowledge_base)\n",
+    "print(\"\\n\" + \"=\" * 60)"
+   ]
+  },
+  {
+   "cell_type": "markdown",
+   "metadata": {},
+   "source": [
+    "---\n",
+    "## 5. Index Knowledge Base with Zvec and BM25\n",
+    "\n",
+    "Using Voyage for dense embeddings/reranking, Zvec for vector search, and BM25 for sparse retrieval."
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": null,
+   "metadata": {},
+   "outputs": [
+    {
+     "name": "stdout",
+     "output_type": "stream",
+     "text": [
+      "Using model: voyage-4-large\n"
+     ]
+    }
+   ],
+   "source": [
+    "VOYAGE_API_KEY = os.environ.get(\"VOYAGE_API_KEY\")\n",
+    "if not VOYAGE_API_KEY:\n",
+    "    print(\"Please set VOYAGE_API_KEY environment variable. Using dummy API key for offline execution.\")\n",
+    "    VOYAGE_API_KEY = \"DUMMY\"\n",
+    "    \n",
+    "vo = voyageai.Client(api_key=VOYAGE_API_KEY)\n",
+    "\n",
+    "MODEL_ID = \"voyage-4-large\"  \n",
+    "print(f\"Using model: {MODEL_ID}\")\n"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": null,
+   "metadata": {},
+   "outputs": [
+    {
+     "name": "stderr",
+     "output_type": "stream",
+     "text": [
+      "Preparing documents: 100%|██████████| 65224/65224 [00:01<00:00, 51325.14it/s]"
+     ]
+    },
+    {
+     "name": "stdout",
+     "output_type": "stream",
+     "text": [
+      "\n",
+      "Total documents: 65,224\n"
+     ]
+    },
+    {
+     "name": "stderr",
+     "output_type": "stream",
+     "text": [
+      "\n"
+     ]
+    }
+   ],
+   "source": [
+    "corpus = knowledge_base[\"corpus\"]\n",
+    "\n",
+    "documents = []\n",
+    "doc_ids = []\n",
+    "doc_titles = []\n",
+    "doc_texts = []\n",
+    "\n",
+    "for item in tqdm(corpus, desc=\"Preparing documents\"):\n",
+    "    doc_text = f\"{item['title']}\\n\\n{item['text']}\"\n",
+    "    documents.append(doc_text)\n",
+    "    doc_ids.append(item['id'])\n",
+    "    doc_titles.append(item['title'])\n",
+    "    doc_texts.append(item['text'])\n",
+    "\n",
+    "print(f\"\\nTotal documents: {len(documents):,}\")\n"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": null,
+   "metadata": {},
+   "outputs": [
+    {
+     "name": "stdout",
+     "output_type": "stream",
+     "text": [
+      "Building BM25 index...\n",
+      "BM25 index built!\n"
+     ]
+    }
+   ],
+   "source": [
+    "print(\"Building BM25 index...\")\n",
+    "tokenized_corpus = [doc.lower().split() for doc in documents]\n",
+    "bm25 = BM25Okapi(tokenized_corpus)\n",
+    "print(\"BM25 index built!\")\n"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 17,
+   "metadata": {},
+   "outputs": [],
+   "source": [
+    "def get_all_embeddings(texts, batch_size=100):\n",
+    "    \"\"\"Get embeddings for all texts using Voyage API.\"\"\"\n",
+    "    all_embeddings = []\n",
+    "    for i in tqdm(range(0, len(texts), batch_size), desc=\"Generating embeddings\"):\n",
+    "        batch = texts[i:i + batch_size]\n",
+    "        try:\n",
+    "            response = vo.embed(batch, model=MODEL_ID, output_dimension=2048, input_type=\"document\")\n",
+    "            all_embeddings.extend(response.embeddings)\n",
+    "        except Exception as e:\n",
+    "            print(f\"Error: {e}\")\n",
+    "            all_embeddings.extend([np.zeros(2048).tolist()] * len(batch))\n",
+    "        time.sleep(0.1)\n",
+    "    return np.array(all_embeddings)\n"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": null,
+   "metadata": {},
+   "outputs": [
+    {
+     "name": "stdout",
+     "output_type": "stream",
+     "text": [
+      "Generating or loading embeddings...\n",
+      "Embeddings shape: (65224, 2048)\n"
+     ]
+    }
+   ],
+   "source": [
+    "print(\"Generating or loading embeddings...\")\n",
+    "embed_path = \"voyage_embeddings.npy\"\n",
+    "if os.path.exists(embed_path):\n",
+    "    embeddings = np.load(embed_path)\n",
+    "else:\n",
+    "    embeddings = get_all_embeddings(documents, batch_size=128)\n",
+    "    np.save(embed_path, embeddings)\n",
+    "\n",
+    "print(f\"Embeddings shape: {embeddings.shape}\")\n"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": null,
+   "metadata": {},
+   "outputs": [
+    {
+     "name": "stdout",
+     "output_type": "stream",
+     "text": [
+      "Inserting into Zvec (this replaces faiss.Index.add)...\n",
+      "Successfully populated Zvec collection!\n"
+     ]
+    }
+   ],
+   "source": [
+    "schema = zvec.CollectionSchema(\n",
+    "    name=\"devrev_kb\",\n",
+    "    fields=[\n",
+    "        zvec.FieldSchema(\"title\", zvec.DataType.STRING),\n",
+    "        zvec.FieldSchema(\"text\", zvec.DataType.STRING),\n",
+    "        zvec.FieldSchema(\"doc_id\", zvec.DataType.STRING)\n",
+    "    ],\n",
+    "\n",
+    "    vectors=zvec.VectorSchema(\"embedding\", zvec.DataType.VECTOR_FP32, 2048),\n",
+    ")\n",
+    "\n",
+    "collection = zvec.create_and_open(path=\"./zvec_devrev\", schema=schema)\n",
+    "\n",
+    "print(\"Inserting into Zvec (this replaces faiss.Index.add)...\")\n",
+    "batch_docs = []\n",
+    "for i, (doc_id, doc, title, text) in enumerate(zip(doc_ids, documents, doc_titles, doc_texts)):\n",
+    "    emb = embeddings[i]\n",
+    "    batch_docs.append(zvec.Doc(\n",
+    "        id=str(i),\n",
+    "        vectors={\"embedding\": emb.tolist()},\n",
+    "        fields={\"doc_id\": doc_id, \"title\": title, \"text\": text}\n",
+    "    ))\n",
+    "    if len(batch_docs) >= 1000:\n",
+    "        collection.insert(batch_docs)\n",
+    "        batch_docs = []\n",
+    "if batch_docs:\n",
+    "    collection.insert(batch_docs)\n",
+    "\n",
+    "print(\"Successfully populated Zvec collection!\")\n"
+   ]
+  },
+  {
+   "cell_type": "markdown",
+   "metadata": {},
+   "source": [
+    "## 6. Hybrid Search Implementation"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": null,
+   "metadata": {},
+   "outputs": [],
+   "source": [
+    "def min_max_normalize(scores):\n",
+    "    min_val, max_val = np.min(scores), np.max(scores)\n",
+    "    if max_val == min_val:\n",
+    "        return [0 for _ in scores]\n",
+    "    return [(s - min_val) / (max_val - min_val) for s in scores]\n",
+    "\n",
+    "def hybrid_search(query, k_recall=100, k_final=10, alpha=0.65):\n",
+    "    try:\n",
+    "        q_emb = vo.embed([query], model=\"voyage-4\", output_dimension=2048, input_type=\"query\").embeddings[0]\n",
+    "    except Exception:\n",
+    "        q_emb = np.zeros(2048).tolist()\n",
+    "        \n",
+    "    dense_results = collection.query(\n",
+    "        zvec.VectorQuery(\"embedding\", vector=q_emb), topk=k_recall\n",
+    "    )\n",
+    "    dense_dict = {res.id: res.score for res in dense_results}\n",
+    "    \n",
+    "    bm25_scores = bm25.get_scores(query.lower().split())\n",
+    "    bm25_top_idx = np.argsort(bm25_scores)[::-1][:k_recall]\n",
+    "    bm25_dict = {idx: bm25_scores[idx] for idx in bm25_top_idx}\n",
+    "    \n",
+    "    all_candidates = set(dense_dict.keys()).union(set(bm25_dict.keys()))\n",
+    "    \n",
+    "    dense_vals = [dense_dict.get(c, 0) for c in all_candidates]\n",
+    "    bm25_vals = [bm25_dict.get(c, 0) for c in all_candidates]\n",
+    "    \n",
+    "    norm_dense = min_max_normalize(dense_vals)\n",
+    "    norm_bm25 = min_max_normalize(bm25_vals)\n",
+    "    \n",
+    "    candidate_items = list(all_candidates)\n",
+    "    fused_scores = { \n",
+    "        candidate_items[i]: alpha * norm_dense[i] + (1 - alpha) * norm_bm25[i]\n",
+    "        for i in range(len(candidate_items))\n",
+    "    }\n",
+    "    \n",
+    "    fused_top_idx = sorted(candidate_items, key=lambda x: fused_scores[x], reverse=True)[:k_final]\n",
+    "    \n",
+    "    final_docs = [documents[int(idx)] for idx in fused_top_idx]\n",
+    "    \n",
+    "    try:\n",
+    "        rerank_results = vo.rerank(query, final_docs, model=\"rerank-2.5\", top_k=k_final)\n",
+    "        final_results = []\n",
+    "        for r in rerank_results.results:\n",
+    "            orig_idx = fused_top_idx[r.index]\n",
+    "            final_results.append({\n",
+    "                \"id\": doc_ids[int(orig_idx)],\n",
+    "                \"title\": doc_titles[int(orig_idx)],\n",
+    "                \"text\": doc_texts[int(orig_idx)],\n",
+    "                \"score\": r.relevance_score\n",
+    "            })\n",
+    "        return final_results\n",
+    "    except Exception:\n",
+    "        final_results = []\n",
+    "        for orig_idx in fused_top_idx:\n",
+    "            final_results.append({\n",
+    "                \"id\": doc_ids[int(orig_idx)],\n",
+    "                \"title\": doc_titles[int(orig_idx)],\n",
+    "                \"text\": doc_texts[int(orig_idx)],\n",
+    "                \"score\": fused_scores[orig_idx]\n",
+    "            })\n",
+    "        return final_results\n"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 24,
+   "metadata": {},
+   "outputs": [
+    {
+     "name": "stdout",
+     "output_type": "stream",
+     "text": [
+      "0.87890625 ART-2045_KNOWLEDGE_NODE-29 AirSync | Snap-ins | DevRev\n",
+      "0.765625 ART-16807_KNOWLEDGE_NODE-33 BrowserStack AirSync | AirSync | Snap-ins | DevRev\n",
+      "0.69140625 ART-2045_KNOWLEDGE_NODE-60 AirSync | Snap-ins | DevRev\n",
+      "0.6875 ART-4272_KNOWLEDGE_NODE-27 OneDrive AirSync | AirSync | Snap-ins | DevRev\n",
+      "0.61328125 ART-17215_KNOWLEDGE_NODE-6 Local development | DevRev | Docs\n"
+     ]
+    }
+   ],
+   "source": [
+    "# Test search\n",
+    "res = hybrid_search(\"How do I set up AirSync?\", k_final=5)\n",
+    "for r in res:\n",
+    "    print(r[\"score\"], r[\"id\"], r[\"title\"][:50])\n"
+   ]
+  },
+  {
+   "cell_type": "markdown",
+   "metadata": {},
+   "source": [
+    "## 7. Evaluate on Annotated Queries\n",
+    "Calculate Recall@K"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": null,
+   "metadata": {},
+   "outputs": [],
+   "source": [
+    "import numpy as np\n",
+    "from tqdm import tqdm\n",
+    "\n",
+    "def evaluate_true(annotated_df, search_fn, Ks=[1, 3, 5, 10]):\n",
+    "    results = {f\"recall@{k}\": [] for k in Ks}\n",
+    "    results.update({f\"mrr@{k}\": [] for k in Ks})\n",
+    "    ndcg_scores = []\n",
+    "\n",
+    "    for _, row in tqdm(annotated_df.iterrows(), total=len(annotated_df), desc=\"Evaluating\"):\n",
+    "        golden_ids = {r[\"id\"] for r in row[\"retrievals\"]}\n",
+    "        max_k = max(Ks)\n",
+    "        \n",
+    "        res = search_fn(row[\"query\"], k_final=max_k)\n",
+    "        preds = [r[\"id\"] for r in res]\n",
+    "\n",
+    "        for k in Ks:\n",
+    "            preds_k = preds[:k]\n",
+    "            # Recall@K\n",
+    "            results[f\"recall@{k}\"].append(\n",
+    "                1 if golden_ids & set(preds_k) else 0\n",
+    "            )\n",
+    "            # MRR@K\n",
+    "            mrr = 0.0\n",
+    "            for rank, pid in enumerate(preds_k, 1):\n",
+    "                if pid in golden_ids:\n",
+    "                    mrr = 1 / rank\n",
+    "                    break\n",
+    "            results[f\"mrr@{k}\"].append(mrr)\n",
+    "\n",
+    "        # nDCG@10\n",
+    "        gains = [1 if pid in golden_ids else 0 for pid in preds[:10]]\n",
+    "        dcg = sum(g / np.log2(i + 2) for i, g in enumerate(gains))\n",
+    "        ideal = sum(1 / np.log2(i + 2) for i in range(min(len(golden_ids), 10)))\n",
+    "        ndcg_scores.append(dcg / ideal if ideal > 0 else 0)\n",
+    "\n",
+    "    print(\"=\" * 40)\n",
+    "    for k in Ks:\n",
+    "        print(f\"Recall@{k:<3} {np.mean(results[f'recall@{k}']):.4f}\")\n",
+    "        print(f\"MRR@{k:<5} {np.mean(results[f'mrr@{k}']):.4f}\")\n",
+    "    print(f\"nDCG@10   {np.mean(ndcg_scores):.4f}\")\n",
+    "    print(\"=\" * 40)\n",
+    "    return results\n",
+    "\n",
+    "# Run the evaluation on the annotated set\n",
+    "evaluate_true(annotated_df, hybrid_search, Ks=[1, 3, 5, 10])\n"
+   ]
+  },
+  {
+   "cell_type": "markdown",
+   "metadata": {},
+   "source": [
+    "## 8. Generate Output for Test Queries"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": 26,
+   "metadata": {},
+   "outputs": [
+    {
+     "name": "stderr",
+     "output_type": "stream",
+     "text": [
+      "Processing test queries: 100%|██████████| 92/92 [01:21<00:00,  1.12it/s]"
+     ]
+    },
+    {
+     "name": "stdout",
+     "output_type": "stream",
+     "text": [
+      "Results saved to test_queries_results.json\n"
+     ]
+    },
+    {
+     "name": "stderr",
+     "output_type": "stream",
+     "text": [
+      "\n"
+     ]
+    }
+   ],
+   "source": [
+    "test_results = []\n",
+    "TOP_K = 10\n",
+    "    \n",
+    "for item in tqdm(test_queries[\"test\"], desc=\"Processing test queries\"):\n",
+    "    query_id = item[\"query_id\"]\n",
+    "    query = item[\"query\"]\n",
+    "    \n",
+    "    res = hybrid_search(query, k_final=TOP_K)\n",
+    "    retrievals = [{\"id\": r[\"id\"], \"title\": r[\"title\"], \"text\": r[\"text\"]} for r in res]\n",
+    "    \n",
+    "    test_results.append({\n",
+    "        \"query_id\": query_id,\n",
+    "        \"query\": query,\n",
+    "        \"retrievals\": retrievals\n",
+    "    })\n",
+    "\n",
+    "with open(\"test_queries_results.json\", \"w\") as f:\n",
+    "    json.dump(test_results, f, indent=2)\n",
+    "\n",
+    "print(\"Results saved to test_queries_results.json\")\n"
+   ]
+  },
+  {
+   "cell_type": "markdown",
+   "metadata": {},
+   "source": [
+    "## 9. Comprehensive Evaluation on Annotated Queries (nDCG & MRR)"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": null,
+   "metadata": {},
+   "outputs": [
+    {
+     "name": "stderr",
+     "output_type": "stream",
+     "text": [
+      "Evaluating: 100%|██████████| 291/291 [04:44<00:00,  1.02it/s]"
+     ]
+    },
+    {
+     "name": "stdout",
+     "output_type": "stream",
+     "text": [
+      "========================================\n",
+      "Recall@1   0.5155\n",
+      "MRR@1     0.5155\n",
+      "Recall@3   0.6323\n",
+      "MRR@3     0.5693\n",
+      "Recall@5   0.6632\n",
+      "MRR@5     0.5760\n",
+      "Recall@10  0.7010\n",
+      "MRR@10    0.5815\n",
+      "nDCG@10   0.3861\n",
+      "========================================\n"
+     ]
+    },
+    {
+     "name": "stderr",
+     "output_type": "stream",
+     "text": [
+      "\n"
+     ]
+    }
+   ],
+   "source": [
+    "import json\n",
+    "import numpy as np\n",
+    "from tqdm import tqdm\n",
+    "\n",
+    "annotated = [row for row in annotated_queries[\"train\"]]\n",
+    "\n",
+    "def evaluate_true(annotated_data, search_fn, Ks=[1, 3, 5, 10]):\n",
+    "    results = {f\"recall@{k}\": [] for k in Ks}\n",
+    "    results.update({f\"mrr@{k}\": [] for k in Ks})\n",
+    "    ndcg_scores = []\n",
+    "\n",
+    "    for item in tqdm(annotated_data, desc=\"Evaluating\"):\n",
+    "        golden_ids = {r[\"id\"] for r in item[\"retrievals\"]}\n",
+    "        max_k = max(Ks)\n",
+    "        preds = [r[\"id\"] for r in search_fn(item[\"query\"], k_final=max_k)]\n",
+    "\n",
+    "        for k in Ks:\n",
+    "            preds_k = preds[:k]\n",
+    "            # Recall@K\n",
+    "            results[f\"recall@{k}\"].append(\n",
+    "                1 if set(golden_ids) & set(preds_k) else 0\n",
+    "            )\n",
+    "            # MRR@K\n",
+    "            mrr = 0.0\n",
+    "            for rank, pid in enumerate(preds_k, 1):\n",
+    "                if pid in golden_ids:\n",
+    "                    mrr = 1 / rank\n",
+    "                    break\n",
+    "            results[f\"mrr@{k}\"].append(mrr)\n",
+    "\n",
+    "        # nDCG@10\n",
+    "        gains = [1 if pid in golden_ids else 0 for pid in preds[:10]]\n",
+    "        dcg = sum(g / np.log2(i + 2) for i, g in enumerate(gains))\n",
+    "        ideal = sum(1 / np.log2(i + 2) for i in range(min(len(golden_ids), 10)))\n",
+    "        ndcg_scores.append(dcg / ideal if ideal > 0 else 0)\n",
+    "\n",
+    "    print(\"=\" * 40)\n",
+    "    for k in Ks:\n",
+    "        print(f\"Recall@{k:<3} {np.mean(results[f'recall@{k}']):.4f}\")\n",
+    "        print(f\"MRR@{k:<5} {np.mean(results[f'mrr@{k}']):.4f}\")\n",
+    "    print(f\"nDCG@10   {np.mean(ndcg_scores):.4f}\")\n",
+    "    print(\"=\" * 40)\n",
+    "    return results\n",
+    "\n",
+    "metrics = evaluate_true(annotated, hybrid_search, Ks=[1, 3, 5, 10])"
+   ]
+  },
+  {
+   "cell_type": "code",
+   "execution_count": null,
+   "metadata": {},
+   "outputs": [],
+   "source": []
+  }
+ ],
+ "metadata": {
+  "kernelspec": {
+   "display_name": "venv",
+   "language": "python",
+   "name": "python3"
+  },
+  "language_info": {
+   "codemirror_mode": {
+    "name": "ipython",
+    "version": 3
+   },
+   "file_extension": ".py",
+   "mimetype": "text/x-python",
+   "name": "python",
+   "nbconvert_exporter": "python",
+   "pygments_lexer": "ipython3",
+   "version": "3.12.13"
+  }
+ },
+ "nbformat": 4,
+ "nbformat_minor": 4
+}
diff --git a/run_submission.py b/run_submission.py
new file mode 100644
index 0000000..65cd99d
--- /dev/null
+++ b/run_submission.py
@@ -0,0 +1,389 @@
+from __future__ import annotations
+
+import argparse
+import ast
+import json
+import os
+import re
+import shutil
+import time
+from collections import Counter
+from dataclasses import dataclass
+from pathlib import Path
+
+import numpy as np
+from dotenv import load_dotenv
+from rank_bm25 import BM25Okapi
+from tqdm import tqdm
+
+
+PROJECT_ROOT = Path(__file__).resolve().parent
+TMP_DIR = PROJECT_ROOT / ".tmp"
+TMP_DIR.mkdir(exist_ok=True)
+os.environ.setdefault("TMPDIR", str(TMP_DIR))
+os.environ.setdefault("TEMP", str(TMP_DIR))
+os.environ.setdefault("TMP", str(TMP_DIR))
+
+from datasets import load_dataset
+import voyageai
+import zvec
+
+
+EMBED_DIM = 2048
+EMBED_MODEL = "voyage-4-large"
+RERANK_MODEL = "rerank-2.5"
+RRF_K = 60
+
+
+@dataclass(frozen=True)
+class SearchConfig:
+    name: str
+    strategy: str = "rrf"
+    dense_k: int = 200
+    bm25_k: int = 200
+    title_k: int = 100
+    k_final: int = 10
+    rerank_k: int = 120
+    article_cap: int | None = None
+    dense_weight: float = 1.25
+    bm25_weight: float = 1.0
+    title_weight: float = 0.35
+    legacy_alpha: float = 0.65
+
+
+def tokenize(text: str) -> list[str]:
+    return re.findall(r"\w+", text.lower())
+
+
+def article_id(chunk_id: str) -> str:
+    return chunk_id.split("_KNOWLEDGE_NODE")[0]
+
+
+def normalize_text(text: str) -> str:
+    value = text
+    if value.startswith(("b'", 'b"')) and value.endswith(("'", '"')):
+        try:
+            literal = ast.literal_eval(value)
+            if isinstance(literal, bytes):
+                value = literal.decode("utf-8", errors="replace")
+            else:
+                value = str(literal)
+        except Exception:
+            pass
+
+    value = value.replace("\\r\\n", "\n").replace("\\n", "\n").replace("\\t", "\t")
+    value = re.sub(r"\s+", " ", value).strip()
+    return value
+
+
+def apply_article_cap(items: list[dict], k_final: int, cap: int | None) -> list[dict]:
+    if cap is None:
+        return items[:k_final]
+
+    final_results: list[dict] = []
+    per_article: Counter[str] = Counter()
+    for item in items:
+        art_id = article_id(item["id"])
+        if per_article[art_id] >= cap:
+            continue
+        per_article[art_id] += 1
+        final_results.append(item)
+        if len(final_results) >= k_final:
+            break
+    return final_results
+
+
+class DevRevSearchBench:
+    def __init__(self, embeddings_path: Path, index_path: Path) -> None:
+        load_dotenv()
+        api_key = os.environ.get("VOYAGE_API_KEY")
+        if not api_key:
+            raise RuntimeError("VOYAGE_API_KEY is not set. Export it before running this script.")
+
+        self.vo = voyageai.Client(api_key=api_key)
+        self.embeddings_path = embeddings_path
+        self.index_path = index_path
+
+        print("Loading datasets...")
+        self.annotated_queries = load_dataset("devrev/search", "annotated_queries", split="train")
+        self.test_queries = load_dataset("devrev/search", "test_queries", split="test")
+        self.knowledge_base = load_dataset("devrev/search", "knowledge_base", split="corpus")
+
+        self.documents: list[str] = []
+        self.doc_ids: list[str] = []
+        self.doc_titles: list[str] = []
+        self.doc_texts: list[str] = []
+        self.query_embedding_cache: dict[str, list[float]] = {}
+
+        print("Preparing knowledge base...")
+        for item in tqdm(self.knowledge_base, desc="Preparing documents"):
+            clean_text = normalize_text(item["text"])
+            clean_title = normalize_text(item["title"])
+            self.documents.append(f"{clean_title}\n\n{clean_text}")
+            self.doc_ids.append(item["id"])
+            self.doc_titles.append(clean_title)
+            self.doc_texts.append(clean_text)
+
+        print("Building BM25 indexes...")
+        tokenized_corpus = [tokenize(doc) for doc in self.documents]
+        self.bm25 = BM25Okapi(tokenized_corpus)
+        self.title_bm25 = BM25Okapi([tokenize(title) for title in self.doc_titles])
+
+        self.embeddings = self._load_embeddings()
+        self.collection = self._rebuild_collection()
+
+    def _load_embeddings(self) -> np.ndarray:
+        if not self.embeddings_path.exists():
+            raise FileNotFoundError(
+                f"{self.embeddings_path} is missing. The repo currently depends on the cached document embeddings."
+            )
+        embeddings = np.load(self.embeddings_path)
+        if embeddings.shape != (len(self.documents), EMBED_DIM):
+            raise ValueError(
+                f"Unexpected embeddings shape {embeddings.shape}; expected {(len(self.documents), EMBED_DIM)}."
+            )
+        return embeddings.astype(np.float32, copy=False)
+
+    def _rebuild_collection(self):
+        schema = zvec.CollectionSchema(
+            name="devrev_kb",
+            fields=[
+                zvec.FieldSchema("title", zvec.DataType.STRING),
+                zvec.FieldSchema("text", zvec.DataType.STRING),
+                zvec.FieldSchema("doc_id", zvec.DataType.STRING),
+            ],
+            vectors=zvec.VectorSchema("embedding", zvec.DataType.VECTOR_FP32, EMBED_DIM),
+        )
+
+        if self.index_path.exists():
+            shutil.rmtree(self.index_path)
+
+        collection = zvec.create_and_open(path=str(self.index_path), schema=schema)
+
+        print("Rebuilding Zvec index...")
+        batch_docs = []
+        for idx, (doc_id, title, text) in enumerate(zip(self.doc_ids, self.doc_titles, self.doc_texts)):
+            batch_docs.append(
+                zvec.Doc(
+                    id=str(idx),
+                    vectors={"embedding": self.embeddings[idx].tolist()},
+                    fields={"doc_id": doc_id, "title": title, "text": text},
+                )
+            )
+            if len(batch_docs) >= 1000:
+                collection.insert(batch_docs)
+                batch_docs = []
+        if batch_docs:
+            collection.insert(batch_docs)
+        return collection
+
+    def _embed_query(self, query: str) -> list[float]:
+        if query in self.query_embedding_cache:
+            return self.query_embedding_cache[query]
+        response = self.vo.embed(
+            [query],
+            model=EMBED_MODEL,
+            output_dimension=EMBED_DIM,
+            input_type="query",
+        )
+        embedding = response.embeddings[0]
+        self.query_embedding_cache[query] = embedding
+        return embedding
+
+    def _weighted_rrf(self, ranked_lists: list[tuple[list[int], float]]) -> list[int]:
+        fused_scores: dict[int, float] = {}
+        for ranked_ids, weight in ranked_lists:
+            for rank, doc_idx in enumerate(ranked_ids, start=1):
+                fused_scores[doc_idx] = fused_scores.get(doc_idx, 0.0) + weight / (RRF_K + rank)
+        return sorted(fused_scores, key=lambda idx: fused_scores[idx], reverse=True)
+
+    def search(self, query: str, config: SearchConfig) -> list[dict]:
+        q_emb = self._embed_query(query)
+
+        dense_results = self.collection.query(
+            zvec.VectorQuery("embedding", vector=q_emb),
+            topk=config.dense_k,
+        )
+        dense_ranked = [int(res.id) for res in dense_results]
+        dense_scores = {int(res.id): float(res.score) for res in dense_results}
+
+        bm25_scores = self.bm25.get_scores(tokenize(query))
+        bm25_ranked = [int(idx) for idx in np.argsort(bm25_scores)[::-1][: config.bm25_k]]
+
+        if config.strategy == "legacy_minmax":
+            bm25_score_map = {int(idx): float(bm25_scores[idx]) for idx in bm25_ranked}
+            candidate_items = sorted(set(dense_scores).union(bm25_score_map))
+            dense_vals = [dense_scores.get(idx, 0.0) for idx in candidate_items]
+            bm25_vals = [bm25_score_map.get(idx, 0.0) for idx in candidate_items]
+
+            dense_min = min(dense_vals) if dense_vals else 0.0
+            dense_max = max(dense_vals) if dense_vals else 0.0
+            bm25_min = min(bm25_vals) if bm25_vals else 0.0
+            bm25_max = max(bm25_vals) if bm25_vals else 0.0
+
+            def scale(values: list[float], low: float, high: float) -> list[float]:
+                if not values or high == low:
+                    return [0.0 for _ in values]
+                return [(value - low) / (high - low) for value in values]
+
+            norm_dense = scale(dense_vals, dense_min, dense_max)
+            norm_bm25 = scale(bm25_vals, bm25_min, bm25_max)
+            fused_scores = {
+                idx: config.legacy_alpha * norm_dense[pos] + (1.0 - config.legacy_alpha) * norm_bm25[pos]
+                for pos, idx in enumerate(candidate_items)
+            }
+            fused_top_idx = sorted(candidate_items, key=lambda idx: fused_scores[idx], reverse=True)[
+                : max(config.rerank_k, config.k_final)
+            ]
+        else:
+            title_scores = self.title_bm25.get_scores(tokenize(query))
+            title_ranked = [int(idx) for idx in np.argsort(title_scores)[::-1][: config.title_k]]
+            fused_top_idx = self._weighted_rrf(
+                [
+                    (dense_ranked, config.dense_weight),
+                    (bm25_ranked, config.bm25_weight),
+                    (title_ranked, config.title_weight),
+                ]
+            )[: max(config.rerank_k, config.k_final)]
+        rerank_docs = [self.documents[idx] for idx in fused_top_idx[: config.rerank_k]]
+
+        rerank_results = self.vo.rerank(
+            query,
+            rerank_docs,
+            model=RERANK_MODEL,
+            top_k=min(config.rerank_k, len(rerank_docs)),
+        )
+
+        reranked_items = []
+        for result in rerank_results.results:
+            doc_idx = fused_top_idx[result.index]
+            reranked_items.append(
+                {
+                    "id": self.doc_ids[doc_idx],
+                    "title": self.doc_titles[doc_idx],
+                    "text": self.doc_texts[doc_idx],
+                    "score": float(result.relevance_score),
+                }
+            )
+
+        return apply_article_cap(reranked_items, config.k_final, config.article_cap)
+
+    def evaluate(self, config: SearchConfig, Ks: tuple[int, ...] = (1, 3, 5, 10)) -> dict[str, float]:
+        metrics: dict[str, list[float]] = {}
+        for k in Ks:
+            metrics[f"hit_rate@{k}"] = []
+            metrics[f"recall@{k}"] = []
+            metrics[f"precision@{k}"] = []
+            metrics[f"mrr@{k}"] = []
+        ndcg_scores: list[float] = []
+
+        print(f"Evaluating variant: {config.name}")
+        for item in tqdm(self.annotated_queries, desc=f"Evaluating {config.name}"):
+            golden_ids = {retrieval["id"] for retrieval in item["retrievals"]}
+            preds = [retrieval["id"] for retrieval in self.search(item["query"], config)]
+
+            for k in Ks:
+                preds_k = preds[:k]
+                hits = len(golden_ids.intersection(preds_k))
+                metrics[f"hit_rate@{k}"].append(1.0 if hits > 0 else 0.0)
+                metrics[f"recall@{k}"].append(hits / len(golden_ids) if golden_ids else 0.0)
+                metrics[f"precision@{k}"].append(hits / k)
+
+                reciprocal_rank = 0.0
+                for rank, pred_id in enumerate(preds_k, start=1):
+                    if pred_id in golden_ids:
+                        reciprocal_rank = 1.0 / rank
+                        break
+                metrics[f"mrr@{k}"].append(reciprocal_rank)
+
+            gains = [1.0 if pred_id in golden_ids else 0.0 for pred_id in preds[:10]]
+            dcg = sum(gain / np.log2(rank + 2) for rank, gain in enumerate(gains))
+            ideal = sum(1.0 / np.log2(rank + 2) for rank in range(min(len(golden_ids), 10)))
+            ndcg_scores.append(dcg / ideal if ideal > 0 else 0.0)
+
+        summary = {name: float(np.mean(values)) for name, values in metrics.items()}
+        summary["ndcg@10"] = float(np.mean(ndcg_scores))
+        summary["selection_score"] = (summary["recall@10"] + summary["precision@10"]) / 2.0
+        return summary
+
+    def write_submission(self, config: SearchConfig, output_path: Path) -> None:
+        print(f"Generating submission with variant: {config.name}")
+        test_results = []
+        for item in tqdm(self.test_queries, desc="Generating submission"):
+            results = self.search(item["query"], config)
+            test_results.append(
+                {
+                    "query_id": item["query_id"],
+                    "query": item["query"],
+                    "retrievals": [
+                        {"id": result["id"], "title": result["title"], "text": result["text"]}
+                        for result in results
+                    ],
+                }
+            )
+
+        with output_path.open("w") as handle:
+            json.dump(test_results, handle, indent=2)
+
+
+def print_summary(name: str, summary: dict[str, float]) -> None:
+    print("=" * 48)
+    print(f"Variant: {name}")
+    for metric in (
+        "hit_rate@10",
+        "recall@10",
+        "precision@10",
+        "mrr@10",
+        "ndcg@10",
+        "selection_score",
+    ):
+        print(f"{metric:<16} {summary[metric]:.4f}")
+    print("=" * 48)
+
+
+def main() -> None:
+    parser = argparse.ArgumentParser(description="Evaluate retrieval variants and generate a fresh submission JSON.")
+    parser.add_argument("--embeddings", default="voyage_embeddings.npy", help="Path to cached document embeddings.")
+    parser.add_argument("--index-path", default="zvec_devrev", help="Path to the zvec index directory.")
+    parser.add_argument(
+        "--output",
+        default="test_queries_results.json",
+        help="Output path for the generated submission JSON.",
+    )
+    args = parser.parse_args()
+
+    bench = DevRevSearchBench(
+        embeddings_path=PROJECT_ROOT / args.embeddings,
+        index_path=PROJECT_ROOT / args.index_path,
+    )
+
+    variants = [
+        SearchConfig(
+            name="legacy_hybrid_article_cap_1",
+            strategy="legacy_minmax",
+            dense_k=200,
+            bm25_k=200,
+            rerank_k=150,
+            article_cap=1,
+            legacy_alpha=0.65,
+        ),
+        SearchConfig(name="chunk_level_rrf", strategy="rrf", article_cap=None),
+    ]
+
+    scored_variants = []
+    for config in variants:
+        summary = bench.evaluate(config)
+        print_summary(config.name, summary)
+        scored_variants.append((summary["selection_score"], summary["ndcg@10"], config, summary))
+        time.sleep(0.25)
+
+    _, _, best_config, best_summary = max(scored_variants, key=lambda item: (item[0], item[1]))
+    print(f"Selected variant: {best_config.name}")
+    print_summary(best_config.name, best_summary)
+
+    bench.write_submission(best_config, PROJECT_ROOT / args.output)
+    print(f"Submission written to {args.output}")
+
+
+if __name__ == "__main__":
+    main()
diff --git a/test_queries_results.json b/test_queries_results.json
index 74c199a..dcc8c32 100644
--- a/test_queries_results.json
+++ b/test_queries_results.json
@@ -4,54 +4,54 @@
     "query": "end customer organization name not appearing in ticket or conversation",
     "retrievals": [
       {
-        "id": "ART-1981_KNOWLEDGE_NODE-30",
-        "text": "conversation of which you are not the owner, let the owner know to respond. It's beneficial to retain the same point of contact for the duration of the conversation unless the owner refers some another user.\\n* If the conversation has a customer org that's unidentified or is new, add yourself (the customer experience engineer) as the owner of the ticket. Try to find the appropriate owner for the customer org and update the customer record accordingly.\\n* Change the stage of the conversation to",
-        "title": "Support best practices | Computer for Support Teams | DevRev"
+        "id": "ART-1981_KNOWLEDGE_NODE-34",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "text": "ticket.\\n* Make sure all tickets have the customer org field populated.\\n* Cancel any internal ticket without a customer org that has been created by a developer. Ask them to create an issue instead.\\n* If a customer raises a feature request that aligns with the product strategy, but needs significant development effort and will not be delivered in the near future, move it to the *accepted* stage, rather than keeping the ticket open. Inform the customer accordingly.\\n* If a customer reports a"
       },
       {
-        "id": "ART-1981_KNOWLEDGE_NODE-34",
-        "text": "ticket.\\n* Make sure all tickets have the customer org field populated.\\n* Cancel any internal ticket without a customer org that has been created by a developer. Ask them to create an issue instead.\\n* If a customer raises a feature request that aligns with the product strategy, but needs significant development effort and will not be delivered in the near future, move it to the *accepted* stage, rather than keeping the ticket open. Inform the customer accordingly.\\n* If a customer reports a",
-        "title": "Support best practices | Computer for Support Teams | DevRev"
+        "id": "ART-1981_KNOWLEDGE_NODE-30",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "text": "conversation of which you are not the owner, let the owner know to respond. It's beneficial to retain the same point of contact for the duration of the conversation unless the owner refers some another user.\\n* If the conversation has a customer org that's unidentified or is new, add yourself (the customer experience engineer) as the owner of the ticket. Try to find the appropriate owner for the customer org and update the customer record accordingly.\\n* Change the stage of the conversation to"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-30",
-        "text": "linked to a conversation\\n-------------------------------\\n\\n* **Trigger**: A ticket is linked to an existing conversation.\\n* **Action**: The system sends out a notification with the linked ticket number.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"<customer email subject from Conversation>\"\\n\\n![]()\\n\\nThis email is only sent to the organizations with [Convergence snap-in](https://docs.devrev.ai/automations/converge)\\n\\nChange of",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1978_KNOWLEDGE_NODE-44",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "URL and not on the support portal of some other customer.\\n* Customer admin isn't able to see all the tickets of the organization.\\n\\n  + This could happen if the customer isn't logged in on the correct URL. If the customer is logged in on the correct URL, then check if there are any tickets that are reported by the other customers in that organization or not. Check if the customer is added as a customer admin or not by logging in to your DevRev application.\\n* You are not able to add customer"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-29",
-        "text": "[support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"You are missing messages from <Org Name>\"\\n\\nReply to the customer on a ticket\\n---------------------------------\\n\\n* **Trigger**: When a reply is made to a customer on a ticket.\\n* **Action**: The system sends out a notification to the customer with the reply message.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"[{Company\\\\_Name}] Update on TKT-XXX\"\\n\\nTicket",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-2040_KNOWLEDGE_NODE-27",
+        "title": "Zendesk AirSync | AirSync | Snap-ins | DevRev",
+        "text": "| \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Category/Status of Ticket | State/Stage of Ticket | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Attachments on Ticket | Attachments on Ticket | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Tag on Ticket | Tag on Ticket | \\xe2\\x9c\\x85 | \\xe2\\x9d\\x8c |\\n| Organization | Account | \\xe2\\x9c\\x85 | \\xe2\\x9d\\x8c |\\n| Agent | DevUser | \\xe2\\x9c\\x85 | \\xe2\\x9d\\x8c |\\n| End User | Contact | \\xe2\\x9c\\x85 | \\xe2\\x9d\\x8c |\\n| Chat | Conversation | \\xe2\\x9d\\x8c | \\xe2\\x9d\\x8c |\\n| Conversation |"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-15327_KNOWLEDGE_NODE-10",
+        "title": "Update Conversation | DevRev | Docs",
+        "text": "\"name\": \"string\", |\\n| 168 | \"size\": 1 |\\n| 169 | } |\\n| 170 | }, |\\n| 171 | \"email\": \"string\", |\\n| 172 | \"full_name\": \"string\", |\\n| 173 | \"state\": \"active\" |\\n| 174 | } |\\n| 175 | ], |\\n| 176 | \"sla_summary\": { |\\n| 177 | \"closest_to_breach_metric\": \"string\", |\\n| 178 | \"org_schedule\": { |\\n| 179 | \"id\": \"string\", |\\n| 180 | \"status\": \"archived\", |\\n| 181 | \"display_id\": \"string\", |\\n| 182 | \"name\": \"string\", |\\n| 183 | \"timezone\": \"string\", |\\n| 184 | \"valid_until\":"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-63",
-        "text": "support tickets on behalf of customers\\xe2\\x80\\x94without granting customers access to these tickets. This feature enables internal collaboration while keeping the ticket invisible to the customer until explicitly made external.\\n\\nEven if a ticket contains customer-related information (such as the customer workspace or the **Reported by** field), it remains inaccessible to the customer unless it is explicitly converted into an external ticket. The **Customer Messages** tab is unavailable for",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-15320_KNOWLEDGE_NODE-10",
+        "title": "Create Conversation | DevRev | Docs",
+        "text": "\"name\": \"string\", |\\n| 168 | \"size\": 1 |\\n| 169 | } |\\n| 170 | }, |\\n| 171 | \"email\": \"string\", |\\n| 172 | \"full_name\": \"string\", |\\n| 173 | \"state\": \"active\" |\\n| 174 | } |\\n| 175 | ], |\\n| 176 | \"sla_summary\": { |\\n| 177 | \"closest_to_breach_metric\": \"string\", |\\n| 178 | \"org_schedule\": { |\\n| 179 | \"id\": \"string\", |\\n| 180 | \"status\": \"archived\", |\\n| 181 | \"display_id\": \"string\", |\\n| 182 | \"name\": \"string\", |\\n| 183 | \"timezone\": \"string\", |\\n| 184 | \"valid_until\":"
       },
       {
-        "id": "ART-1978_KNOWLEDGE_NODE-44",
-        "text": "URL and not on the support portal of some other customer.\\n* Customer admin isn't able to see all the tickets of the organization.\\n\\n  + This could happen if the customer isn't logged in on the correct URL. If the customer is logged in on the correct URL, then check if there are any tickets that are reported by the other customers in that organization or not. Check if the customer is added as a customer admin or not by logging in to your DevRev application.\\n* You are not able to add customer",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-15319_KNOWLEDGE_NODE-10",
+        "title": "Get Conversation (POST) | DevRev | Docs",
+        "text": "167 | \"name\": \"string\", |\\n| 168 | \"size\": 1 |\\n| 169 | } |\\n| 170 | }, |\\n| 171 | \"email\": \"string\", |\\n| 172 | \"full_name\": \"string\", |\\n| 173 | \"state\": \"active\" |\\n| 174 | } |\\n| 175 | ], |\\n| 176 | \"sla_summary\": { |\\n| 177 | \"closest_to_breach_metric\": \"string\", |\\n| 178 | \"org_schedule\": { |\\n| 179 | \"id\": \"string\", |\\n| 180 | \"status\": \"archived\", |\\n| 181 | \"display_id\": \"string\", |\\n| 182 | \"name\": \"string\", |\\n| 183 | \"timezone\": \"string\", |\\n| 184 | \"valid_until\":"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-36",
-        "text": "conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-16264_KNOWLEDGE_NODE-27",
+        "title": "June 2025 | Changelog | DevRev",
+        "text": "articles: \\xe2\\x80\\xa3 [Search Node | Automate | Snap-ins](/docs/automations/search-node) \\xe2\\x80\\xa3 [Search | AgentOS platform](/docs/product/search)\\n\\n![]()\\n\\n### Support App\\n\\nImproved Customer Information Management on a Ticket\\n----------------------------------------------------\\n\\nWe've enhanced the way users view and update customer information on tickets.\\n\\n**New improvements:**\\n\\n* **Consolidated fields:** Customer information is now organized under two primary fields:"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-24",
-        "text": "conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n1. [Documentation](/docs)\\n3.",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-6174_KNOWLEDGE_NODE-36",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n![]()\\n\\n![]()\""
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-31",
-        "text": "stage of a ticket/conversation\\n----------------------------------------\\n\\n* **Trigger**: When there\\'s a change of stage in a ticket or conversation.\\n* **Action**: The system sends out a notification detailing the Ticket/Conversation number and stage change.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**:\\n  + For ticket: \"[{Company\\\\_Name}] Update on TKT-XXX - Ticket Title\"\"<customer email subject>\"\\n  + For conversations:",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-984_KNOWLEDGE_NODE-10",
+        "title": "Why you Should be Looking at Support Differently",
+        "text": "indicator to the customer that the vendor obviously has some problems internally. Do you think the customer will be happy? Do you think the customer will trust what the sales rep says in the future? Simply put, no.\\n\\nNow, let\\xe2\\x80\\x99s handle this a little differently and look at the result\\xe2\\x80\\xa6\\n\\nIn this scenario, let\\xe2\\x80\\x99s say the customer files the same ticket and asks their sales rep for an update. The support engineer working on the ticket and the sales rep communicate"
       }
     ]
   },
@@ -60,54 +60,54 @@
     "query": "Android SDK session generated with Unknown user",
     "retrievals": [
       {
-        "id": "ART-2898_KNOWLEDGE_NODE-10",
-        "text": "identification\\n\\nThe anonymous identification method allows you to create an anonymous user with an optional or random user identifier, ensuring that no other data is stored or associated with the user.\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1| DevRev.identifyAnonymousUser(  \\n    ---|---  \\n    2|     userId: String  \\n    3| )\\n[/code]  \\n  \\n### Unverified identification\\n\\nThe unverified identification method identifies users with a unique identifier, but it does not verify their",
-        "title": "Android integration \u2014 DevRev | Docs"
+        "id": "ART-4255_KNOWLEDGE_NODE-9",
+        "title": "DevRev SDK for Android \u2014 DevRev | Docs",
+        "text": "organization, and account traits. These fields must be configured through the DevRev app before they can be utilized. For more information, refer to [Object customization](https://devrev.ai/docs/product/object-customization).\\n\\n### Anonymous identification\\n\\nThe anonymous identification method allows you to create an anonymous user with an optional or random user identifier, ensuring that no other data is stored or associated with the user.\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1|"
       },
       {
-        "id": "ART-15513_KNOWLEDGE_NODE-1",
-        "text": "[Exchange your AAT for a session token](/sdks/android/features#exchange-your-aat-for-a-session-token)\\n* [Identify the verified user](/sdks/android/features#identify-the-verified-user)\\n* [Updating the user](/sdks/android/features#updating-the-user)\\n* [Logout](/sdks/android/features#logout)\\n* [Identity model](/sdks/android/features#identity-model)\\n* [Properties](/sdks/android/features#properties)\\n* [User traits](/sdks/android/features#user-traits)\\n* [Organization",
-        "title": "Features | DevRev | Docs"
+        "id": "ART-2898_KNOWLEDGE_NODE-10",
+        "title": "Android integration \u2014 DevRev | Docs",
+        "text": "identification\\n\\nThe anonymous identification method allows you to create an anonymous user with an optional or random user identifier, ensuring that no other data is stored or associated with the user.\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1| DevRev.identifyAnonymousUser(  \\n    ---|---  \\n    2|     userId: String  \\n    3| )\\n[/code]  \\n  \\n### Unverified identification\\n\\nThe unverified identification method identifies users with a unique identifier, but it does not verify their"
       },
       {
-        "id": "ART-2898_KNOWLEDGE_NODE-1",
-        "text": "identification](/public/sdks/mobile/android#unverified-identification)\\n  * [Update user information](/public/sdks/mobile/android#update-user-information)\\n  * [PLuG support chat](/public/sdks/mobile/android#plug-support-chat)\\n  * [Analytics](/public/sdks/mobile/android#analytics)\\n  * [Session analytics](/public/sdks/mobile/android#session-analytics)\\n  * [Opt in or out](/public/sdks/mobile/android#opt-in-or-out)\\n  * [Session recording](/public/sdks/mobile/android#session-recording)\\n  *",
-        "title": "Android integration \u2014 DevRev | Docs"
+        "id": "ART-4255_KNOWLEDGE_NODE-10",
+        "title": "DevRev SDK for Android \u2014 DevRev | Docs",
+        "text": "DevRev.identifyAnonymousUser(  \\n    ---|---  \\n    2|     userId: String  \\n    3| )\\n[/code]  \\n  \\n### Unverified identification\\n\\nThe unverified identification method identifies users with a unique identifier, but it does not verify their identity with the DevRev backend.\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1| DevRev.identifyUnverifiedUser(  \\n    ---|---  \\n    2|     identity: Identity  \\n    3| )\\n[/code]  \\n  \\nThe function accepts the `Identity` object, where the user"
       },
       {
-        "id": "ART-15506_KNOWLEDGE_NODE-29",
-        "text": "window.plugSDK.shutdown(); |\\n| 6 | } |\\n| 7 | window.plugSDK.init({ |\\n| 8 | app_id: appId, |\\n| 9 |  |\\n| 10 | // Pass the session details |\\n| 11 | session_recording_options: { |\\n| 12 | sessionDetails: { |\\n| 13 | sessionId: sessionId, |\\n| 14 | tabId: tabId, |\\n| 15 | }, |\\n| 16 | }, |\\n| 17 |  |\\n| 18 | // With session token |\\n| 19 | session_token: sessionToken, |\\n| 20 | // Or without session token |\\n| 21 | identity: {}, |\\n| 22 | }); |\\n```\\n\\nWas this page",
-        "title": "Identify your users with Plug | DevRev | Docs"
+        "id": "ART-15513_KNOWLEDGE_NODE-8",
+        "title": "Features | DevRev | Docs",
+        "text": "create an anonymous user with an optional user identifier, ensuring that no other data is stored or associated with the user.\\n\\n###### Kotlin\\n\\n###### Java\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | DevRev.identifyAnonymousUser( |\\n| 2 | userId: String |\\n| 3 | ) |\\n```\\n\\n### Identify an unverified user\\n\\nThe unverified identification method identifies users with a unique identifier, but it does not verify their identity with the DevRev backend.\\n\\n###### Kotlin\\n\\n###### Java\\n\\n```\\n|  |  |\\n|"
       },
       {
-        "id": "ART-4255_KNOWLEDGE_NODE-10",
-        "text": "DevRev.identifyAnonymousUser(  \\n    ---|---  \\n    2|     userId: String  \\n    3| )\\n[/code]  \\n  \\n### Unverified identification\\n\\nThe unverified identification method identifies users with a unique identifier, but it does not verify their identity with the DevRev backend.\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1| DevRev.identifyUnverifiedUser(  \\n    ---|---  \\n    2|     identity: Identity  \\n    3| )\\n[/code]  \\n  \\nThe function accepts the `Identity` object, where the user",
-        "title": "DevRev SDK for Android \u2014 DevRev | Docs"
+        "id": "ART-15513_KNOWLEDGE_NODE-0",
+        "title": "Features | DevRev | Docs",
+        "text": "b'Features | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\nOn this page\\n\\n* [Identification](/sdks/android/features#identification)\\n* [Identify an anonymous user](/sdks/android/features#identify-an-anonymous-user)\\n* [Identify an unverified user](/sdks/android/features#identify-an-unverified-user)\\n* [Identify a verified user](/sdks/android/features#identify-a-verified-user)\\n* [Generate an AAT](/sdks/android/features#generate-an-aat)\\n*"
       },
       {
-        "id": "ART-15506_KNOWLEDGE_NODE-4",
-        "text": "RevUser Session Token(5) Return Session Token(6) Call plugSDK.init() with token\\n\\nGenerate an application access token\\n------------------------------------\\n\\n1. In DevRev, go to **Settings > Support > Plug Tokens** through the settings icon on the top-left corner.\\n2. Under the **Application access tokens** panel, click **New token** and copy the token that\\xe2\\x80\\x99s displayed.\\n\\n##### \\n\\nEnsure you copy your access token, as you cannot view it again.\\n\\nGenerate a session",
-        "title": "Identify your users with Plug | DevRev | Docs"
+        "id": "ART-12449_KNOWLEDGE_NODE-8",
+        "title": "Features \u2014 DevRev | Docs",
+        "text": "more information, refer to [Object customization](https://devrev.ai/docs/product/object-customization).\\n\\n### Anonymous identification\\n\\nThe anonymous identification method allows you to create an anonymous user with an optional user identifier, ensuring that no other data is stored or associated with the user.\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1| DevRev.identifyAnonymousUser(  \\n    ---|---  \\n    2|     userId: String  \\n    3| )\\n[/code]  \\n  \\n### Unverified"
       },
       {
-        "id": "ART-4255_KNOWLEDGE_NODE-1",
-        "text": "information](/public/sdks/android#update-user-information)\\n  * [PLuG support chat](/public/sdks/android#plug-support-chat)\\n  * [Analytics](/public/sdks/android#analytics)\\n  * [Session analytics](/public/sdks/android#session-analytics)\\n  * [Opt in or out](/public/sdks/android#opt-in-or-out)\\n  * [Session recording](/public/sdks/android#session-recording)\\n  * [Session properties](/public/sdks/android#session-properties)\\n  * [Timers](/public/sdks/android#timers)\\n  * [Screen",
-        "title": "DevRev SDK for Android \u2014 DevRev | Docs"
+        "id": "ART-2898_KNOWLEDGE_NODE-11",
+        "title": "Android integration \u2014 DevRev | Docs",
+        "text": "identity with the DevRev backend.\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1| DevRev.identifyUnverifiedUser(  \\n    ---|---  \\n    2|     identity: Identity  \\n    3| )\\n[/code]  \\n  \\nThe function accepts the `Identity` object, where the user identifier (`userId`) is the only required property; all other properties are optional.\\n\\nFor example:\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1| // Identify an unverified user using their email address as the user identifier.  \\n"
       },
       {
-        "id": "ART-4255_KNOWLEDGE_NODE-33",
-        "text": "\\n**Solution** : Confirm that user identification is performed before using the `showSupport()` function or XML button.\\n\\n  * **Issue** : Incorrect operation due to `App ID` and `secret` misconfiguration.  \\n**Solution** : Ensure correct functionality by double-checking that both `App ID` and `secret` values are accurately configured in your application or sample app.\\n\\nWas this page helpful?YesNo\\n\\n[DevRev SDK for iOSUp Next](/public/sdks/ios)\\n\\n[Built",
-        "title": "DevRev SDK for Android \u2014 DevRev | Docs"
+        "id": "ART-2898_KNOWLEDGE_NODE-1",
+        "title": "Android integration \u2014 DevRev | Docs",
+        "text": "identification](/public/sdks/mobile/android#unverified-identification)\\n  * [Update user information](/public/sdks/mobile/android#update-user-information)\\n  * [PLuG support chat](/public/sdks/mobile/android#plug-support-chat)\\n  * [Analytics](/public/sdks/mobile/android#analytics)\\n  * [Session analytics](/public/sdks/mobile/android#session-analytics)\\n  * [Opt in or out](/public/sdks/mobile/android#opt-in-or-out)\\n  * [Session recording](/public/sdks/mobile/android#session-recording)\\n  *"
       },
       {
-        "id": "ART-4255_KNOWLEDGE_NODE-8",
-        "text": "Identification\\n\\nTo use certain features of the DevRev SDK, user identification is required. You can select from the following methods to identify users within your application:\\n\\n#####\\n\\nThe identification function should be placed appropriately in your app after the user logs in. If you have the user information available at app launch, call the function after the `DevRev.configure(context, appID)` method.\\n\\n#####\\n\\nThe `Identity` structure allows for custom fields in the user,",
-        "title": "DevRev SDK for Android \u2014 DevRev | Docs"
+        "id": "ART-4255_KNOWLEDGE_NODE-11",
+        "title": "DevRev SDK for Android \u2014 DevRev | Docs",
+        "text": "identifier (`userId`) is the only required property; all other properties are optional.\\n\\nFor example:\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1| // Identify an unverified user using their email address as the user identifier.  \\n    ---|---  \\n    2| DevRev.identifyUnverifiedUser(Identity(userId = \"user@example.org\"))\\n[/code]  \\n  \\n## Update user information\\n\\nTo update a user\\xe2\\x80\\x99s information, use the following method:\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1|"
       },
       {
-        "id": "ART-2898_KNOWLEDGE_NODE-9",
-        "text": "in your app after the user logs in. If you have the user information available at app launch, call the function after the `DevRev.configure(context, appID)` method.\\n\\n#####\\n\\nThe `Identity` structure allows for custom fields in the user, organization, and account traits. These fields must be configured through the DevRev app before they can be utilized. For more information, refer to [Object customization](https://devrev.ai/docs/product/object-customization).\\n\\n### Anonymous",
-        "title": "Android integration \u2014 DevRev | Docs"
+        "id": "ART-15513_KNOWLEDGE_NODE-1",
+        "title": "Features | DevRev | Docs",
+        "text": "[Exchange your AAT for a session token](/sdks/android/features#exchange-your-aat-for-a-session-token)\\n* [Identify the verified user](/sdks/android/features#identify-the-verified-user)\\n* [Updating the user](/sdks/android/features#updating-the-user)\\n* [Logout](/sdks/android/features#logout)\\n* [Identity model](/sdks/android/features#identity-model)\\n* [Properties](/sdks/android/features#properties)\\n* [User traits](/sdks/android/features#user-traits)\\n* [Organization"
       }
     ]
   },
@@ -116,54 +116,54 @@
     "query": "email reply received on wrong ticket",
     "retrievals": [
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-29",
-        "text": "[support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"You are missing messages from <Org Name>\"\\n\\nReply to the customer on a ticket\\n---------------------------------\\n\\n* **Trigger**: When a reply is made to a customer on a ticket.\\n* **Action**: The system sends out a notification to the customer with the reply message.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"[{Company\\\\_Name}] Update on TKT-XXX\"\\n\\nTicket",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-61",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "following scenarios can lead to the creation of follow up ticket:\\n\\n* Customers communicated on an archived/immutable ticket from any channel such as email.\\n* Customer communicated on a merged ticket and the primary ticket is also archived.\\n\\nAfter creation of a follow up ticket the customer messages will reflect only on the new followup ticket and the customer will continue to see response on the same thread in channels like email & slack. The user can continue responding on the new follow"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-36",
-        "text": "contact](https://docs.devrev.ai/product/plug) must be created first for any emails to be added as subscribers.\\n* **Needs response**: Set to true whenever a new customer message is received on the ticket to ensure that no customer messages are missed. If a particular customer message does not need a response, the **Needs response** toggle can be turned off by the user. Turning off the **Needs response** toggle does not affect the SLA metrics.\\n\\nThese attributes can be effectively used in",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-2027_KNOWLEDGE_NODE-43",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "recipients in the **To** or **Cc**\\n\\nThreading\\n---------\\n\\nEmail integration preserves threading by using the **References** and **In-Reply-To** email headers and by correlating the email **Subject** field and the ticket title. If either the ticket title or the email subject is changed at any point after ticket creation, follow up emails may cause a new ticket to be created.\\n\\n![]()\\n\\nOnce a ticket is created from an email, it is recommended to avoid changing the email subject or the"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-37",
-        "text": "a customer  * The ticket was created by a customer experience engineer but reported by a customer | A new comment on the ticket by the customer after the customer experience engineer replied | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\\n| Full resolution time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | The",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-2027_KNOWLEDGE_NODE-37",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "If Channel is not email, it is sent from the email address configured in the snap-in under **Notification sender email address**.   - If no email snap-in is installed, the reply is sent from [notifications@devrev.ai](mailto:notifications@devrev.ai). | Yes |\\n| Replies to notification emails | Email reply | Response added to ticket thread | Yes |\\n\\n![]()\\n\\nEven when a reply comes via email, it\\xe2\\x80\\x99s always synced into the customer\\xe2\\x80\\x99s portal view.\\n\\nEmail experience from an"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-61",
-        "text": "following scenarios can lead to the creation of follow up ticket:\\n\\n* Customers communicated on an archived/immutable ticket from any channel such as email.\\n* Customer communicated on a merged ticket and the primary ticket is also archived.\\n\\nAfter creation of a follow up ticket the customer messages will reflect only on the new followup ticket and the customer will continue to see response on the same thread in channels like email & slack. The user can continue responding on the new follow",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1953_KNOWLEDGE_NODE-29",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "[support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"You are missing messages from <Org Name>\"\\n\\nReply to the customer on a ticket\\n---------------------------------\\n\\n* **Trigger**: When a reply is made to a customer on a ticket.\\n* **Action**: The system sends out a notification to the customer with the reply message.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"[{Company\\\\_Name}] Update on TKT-XXX\"\\n\\nTicket"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-59",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "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* Duplicate tickets remain accessible through the **Linked Objects** section of the primary ticket.\\n* CSAT triggers only for the primary ticket resolution.\\n* Merge actions cannot be reversed, and merged tickets cannot be merged again.\\n\\nFollow up"
       },
       {
-        "id": "ART-2027_KNOWLEDGE_NODE-36",
-        "text": "Receives Replies From | Thread is visible in portal |\\n| --- | --- | --- | --- |\\n| Email to support | [support@yourcompany.com](mailto:support@yourcompany.com) | [support@yourcompany.com](mailto:support@yourcompany.com) | Yes |\\n| Ticket via Customer Portal or Plug widget (Channel on ticket = Plug or Portal) | Ticket form on Customer Portal or conversation converted to ticket from Plug widget | - If Channel is set as email in the config, replies are sent via the configured email address.   -",
-        "title": "Email | Integrate | Snap-ins | DevRev"
+        "id": "ART-1953_KNOWLEDGE_NODE-24",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n1. [Documentation](/docs)\\n3."
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-24",
-        "text": "conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n1. [Documentation](/docs)\\n3.",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1953_KNOWLEDGE_NODE-35",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "installed [Auto-reply snap-in](https://docs.devrev.ai/automations/auto-reply).\\n\\n[PreviousUpdates](/docs/product/updates)[NextRoles](/docs/product/roles)\\n\\n#### On this page\\n\\n* [White-label customer email notifications](#whitelabel-customer-email-notifications)\\n* [Reply to the customer on a conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-52",
-        "text": "don\\xe2\\x80\\x99t forget to give \\xf0\\x9f\\x91\\x8d on the suggestion if you like it or \\xf0\\x9f\\x91\\x8e to dislike it.\\n\\n![]()\\n\\nDuplicate ticket merging\\n------------------------\\n\\nDuplicate tickets in a support system pose a significant challenge by creating inefficiencies, increasing the workload for support agents, and negatively impacting user experience. These tickets often result from user frustration or misunderstandings of the resolution process, leading to confusion and disrupting",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1478_KNOWLEDGE_NODE-50",
+        "title": "Event sources \u2014 DevRev | Docs",
+        "text": "href=\\\\\"mailto:test@example.com\\\\\">test@example.com</a>&gt; wrote:<br /></div><blockquote class=\\\\\"gmail_quote\\\\\" style=\\\\\"margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex\\\\\"><div dir=\\\\\"ltr\\\\\">test email body<br /></div>\\\\r\\\\n</blockquote></div></div>\\\\r\\\\n\",  \\n    12|     \"inReplyToId\": {  \\n    13|         \"stringValues\": [  \\n    14|             \"jksdnfjnsflkdsfkjaabcdefghiuK8BA@mail.gmail.com\"  \\n    15|         ]  \\n    16|     },  \\n    17|"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-35",
-        "text": "installed [Auto-reply snap-in](https://docs.devrev.ai/automations/auto-reply).\\n\\n[PreviousUpdates](/docs/product/updates)[NextRoles](/docs/product/roles)\\n\\n#### On this page\\n\\n* [White-label customer email notifications](#whitelabel-customer-email-notifications)\\n* [Reply to the customer on a conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-2027_KNOWLEDGE_NODE-44",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "ticket title.\\n\\nSpecifically, threading breaks when the order of words in the subject is changed, when words are replaced, or when words or symbols are inserted in the middle or appended. Threading is maintained if the subject change is limited to the addition of words before :, words between [], words between ##, or common prefixes, such as Re or Fwd.\\n\\nRate limiting\\n-------------\\n\\nTo ensure that your support system is protected from potential spam attacks as well as from issues arising"
       },
       {
-        "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 engineer. In certain scenarios, a ticket may have been created by accident and may be canceled by the creator. In other scenarios, garbage tickets may be created through automation or because of spam. Automation or the customer experience",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1953_KNOWLEDGE_NODE-30",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "linked to a conversation\\n-------------------------------\\n\\n* **Trigger**: A ticket is linked to an existing conversation.\\n* **Action**: The system sends out a notification with the linked ticket number.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"<customer email subject from Conversation>\"\\n\\n![]()\\n\\nThis email is only sent to the organizations with [Convergence snap-in](https://docs.devrev.ai/automations/converge)\\n\\nChange of"
       }
     ]
   },
@@ -172,54 +172,54 @@
     "query": "manage access and privileges in DevRev",
     "retrievals": [
       {
-        "id": "ART-1958_KNOWLEDGE_NODE-24",
-        "text": "policies](#mfz-policies)\\n* [Sharing](#sharing)\\n* [Vista privileges](#vista-privileges)\\n\\n1. [Documentation](/docs)\\n3. [Computer by DevRev](/docs/intro)\\n[Access control](/docs/product/access-control)\\n\\nAccess control\\n==============\\n\\nAccess control in DevRev is a system that authorizes an actor to perform actions on different targets within the application. In this context, an actor is any entity that interacts with the app, such as an organization member, a customer, a system user, or a",
-        "title": "Access control | Computer by DevRev | DevRev"
+        "id": "ART-1955_KNOWLEDGE_NODE-66",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "Privileges: devu object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *revu Admin:* Contains privileges for admins on revus.\\n\\n  Privileges: revu object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *devo Admin:* Contains privileges for admins on devos.\\n\\n  Privileges: devo object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *flow Admin:* Contains privileges for admins on flows.\\n\\n  Privileges: flow object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *webhook Admin:* Contains privileges for admins on"
       },
       {
-        "id": "ART-1955_KNOWLEDGE_NODE-46",
-        "text": "admins on revus.\\n\\n  Privileges: revu object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *devo Admin:* Contains privileges for admins on devos.\\n\\n  Privileges: devo object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *flow Admin:* Contains privileges for admins on flows.\\n\\n  Privileges: flow object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *webhook Admin:* Contains privileges for admins on webhooks.\\n\\n  Privileges: webhook object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *product Admin:*",
-        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+        "id": "ART-1958_KNOWLEDGE_NODE-24",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "policies](#mfz-policies)\\n* [Sharing](#sharing)\\n* [Vista privileges](#vista-privileges)\\n\\n1. [Documentation](/docs)\\n3. [Computer by DevRev](/docs/intro)\\n[Access control](/docs/product/access-control)\\n\\nAccess control\\n==============\\n\\nAccess control in DevRev is a system that authorizes an actor to perform actions on different targets within the application. In this context, an actor is any entity that interacts with the app, such as an organization member, a customer, a system user, or a"
       },
       {
-        "id": "ART-1963_KNOWLEDGE_NODE-1",
-        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +",
-        "title": "Accessing DevRev | Computer by DevRev | DevRev"
+        "id": "ART-1958_KNOWLEDGE_NODE-33",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "privileges by group](/docs/product/privs)[NextObject customization](/docs/product/object-customization)\\n\\n#### On this page\\n\\n* [Privilege determination](#privilege-determination)\\n* [Granting access permissions](#granting-access-permissions)\\n* [MFZ policies](#mfz-policies)\\n* [Sharing](#sharing)\\n* [Vista privileges](#vista-privileges)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet"
       },
       {
-        "id": "ART-1958_KNOWLEDGE_NODE-23",
-        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Privilege determination](#privilege-determination)\\n* [Granting access permissions](#granting-access-permissions)\\n* [MFZ",
-        "title": "Access control | Computer by DevRev | DevRev"
+        "id": "ART-1958_KNOWLEDGE_NODE-1",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +"
       },
       {
-        "id": "ART-1955_KNOWLEDGE_NODE-66",
-        "text": "Privileges: devu object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *revu Admin:* Contains privileges for admins on revus.\\n\\n  Privileges: revu object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *devo Admin:* Contains privileges for admins on devos.\\n\\n  Privileges: devo object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *flow Admin:* Contains privileges for admins on flows.\\n\\n  Privileges: flow object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *webhook Admin:* Contains privileges for admins on",
-        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+        "id": "ART-1958_KNOWLEDGE_NODE-25",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "service account.\\n\\nWhen an actor attempts to carry out an action, such as creating an issue, the access control system checks the actor\\'s role to determine if the actor has the necessary privileges to perform the desired action.\\n\\nPrivilege determination\\n-----------------------\\n\\nEach role consists of two essential parts: caveats and privileges. *Caveats* represent specific conditions that must be met for the role to be applicable. *Privileges* outline the actions or operations that the"
       },
       {
-        "id": "ART-1955_KNOWLEDGE_NODE-93",
-        "text": "Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User Insights](/for-user-insights)\\n* [Marketplace](https://marketplace.devrev.ai/)\\n\\nResources\\n\\n* [Blog](/blog)\\n* [Our Customers](/case-study)\\n* [Snap-In Extensions](https://developer.devrev.ai/public/snapin-development/concepts)\\n* [DevRevU training](/docs/DevRevU)\\n* [Documentation](https://docs.devrev.ai/)\\n* [API References](https://docs.devrev.ai/api/)\\n\\nCompany\\n\\n*",
-        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+        "id": "ART-1963_KNOWLEDGE_NODE-1",
+        "title": "Accessing DevRev | Computer by DevRev | DevRev",
+        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +"
       },
       {
-        "id": "ART-1955_KNOWLEDGE_NODE-29",
-        "text": "revUsers for revUsers to view there revUsers with same email.\\n\\n  Privileges: revu object ['READ']\\n* *RevUser License Viewer:* A role that enables a user to view licenses assigned to them.\\n\\n  Privileges: license\\\\_assignment object ['READ']\\n\\n\\xe2\\x80\\x9cPlatform Users\\xe2\\x80\\x9d group\\n----------------------\\n\\nGroup for all internal employees, includes default privileges to do common operations.\\n\\n**Privileges:**\\n\\n* *Devu Self Interactor:* Contains privileges on user for members of",
-        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+        "id": "ART-1958_KNOWLEDGE_NODE-23",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Privilege determination](#privilege-determination)\\n* [Granting access permissions](#granting-access-permissions)\\n* [MFZ"
       },
       {
-        "id": "ART-1955_KNOWLEDGE_NODE-87",
-        "text": "['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *credit revuser admin:* Contains workspace billing admin privileges for credit.\\n\\n  Privileges: credit object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *RevOrg Billing Admin AccountCommerceDetails Manager:* Contains workspace billing admin privileges for accountCommerceDetails objects.\\n\\n  Privileges: account\\\\_commerce\\\\_details object ['READ', 'UPDATE']\\n* *RevOrg Billing Admin License Assignment Manager:* Contains workspace billing admin privileges",
-        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+        "id": "ART-1955_KNOWLEDGE_NODE-0",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "b\"Default privileges by group | Roles | Computer by DevRev | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  +"
       },
       {
         "id": "ART-1955_KNOWLEDGE_NODE-95",
-        "text": "Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\"",
-        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\""
       },
       {
-        "id": "ART-1955_KNOWLEDGE_NODE-55",
-        "text": "Contact Admin field access role\\n\\n  Privileges: revu object None\\n* *Vista Creator:* A role that allows a user to create a vista\\n\\n  Privileges: vista object ['CREATE']\\n* *Vista Owner:* A role that allows the creator to view, edit and delete a vista\\n\\n  Privileges: vista object ['READ', 'UPDATE', 'DELETE']\\n* *Issue Admin Field Access:* Issue admin field access role\\n\\n  Privileges: issue object None\\n* *Dashboard Admin:* A role that allows CRUDL operations to admins\\n\\n  Privileges:",
-        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+        "id": "ART-1955_KNOWLEDGE_NODE-23",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "AirSync](/docs/integrations/browserstack)\\n* [Changelog](/docs/changelog)\\n\\n  + [August 2025](/docs/changelog/latest)\\n  + [July 2025](/docs/changelog/_2025-07-01)\\n  + [June 2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  +"
       }
     ]
   },
@@ -228,54 +228,54 @@
     "query": "SSO setup SAML IDP metadata connection string Google Workspace",
     "retrievals": [
       {
-        "id": "ART-1966_KNOWLEDGE_NODE-39",
-        "text": "authentication methods to enforce SSO-only login. This is commonly done to ensure all users authenticate through your organization\\'s identity provider.\\n\\n**Common scenario**: If users were previously logging in with Google OAuth and you\\'ve now enabled SSO, you can disable Google authentication to force all users to use SSO.\\n\\nFirst, get the Google OAuth connection ID:\\n\\n```\\n```\\n1 curl --location --request GET \\'https://api.devrev.ai/dev-orgs.auth-connections.list\\' \\\\\\n\\n\\n\\n2 --header",
-        "title": "External identity provider setup | Computer by DevRev | DevRev"
+        "id": "ART-1966_KNOWLEDGE_NODE-29",
+        "title": "External identity provider setup | Computer by DevRev | DevRev",
+        "text": "are some common examples:\\n\\nAzure ADGoogle WorkspaceJump CloudOkta\\n\\n1. Log in to Azure Active Directory and select **Enterprise applications > + New application**.\\n2. Search for \"Azure AD SAML Toolkit\" in the **Browse Azure AD Gallery** and select it.\\n3. Enter DevRev as the name and click **Create**.\\n4. Select **Single sign-on > SAML**.\\n5. Edit the **Basic SAML Configuration** and enter the following parameters.\\n\\n   * **Identifier** (Entity ID):"
       },
       {
-        "id": "ART-1005_KNOWLEDGE_NODE-13",
-        "text": "model\\n\\n\\nWhat did we choose?\\nGoogle Workspace (Gsuite)\\n\\nWhy did we choose this?\\nAs mentioned in the IdP section above, I\\xe2\\x80\\x99ve worked a lot with Exchange, Sharepoint, and other Microsoft products and I like the simplicity of the Google Workspace solution. Does it have all of the features of Microsoft 360? No, but it gives us enough of what we need and integrates beautifully with Okta. If we had gone Azure AD on the IdP front, that obviously would have impacted this choice.\\n\\nWhat",
-        "title": "Choosing the Right Systems For Your Startup"
+        "id": "ART-1966_KNOWLEDGE_NODE-35",
+        "title": "External identity provider setup | Computer by DevRev | DevRev",
+        "text": "false,\\n\\n\\n\\n6     \"type\": \"samlp\",\\n\\n\\n\\n7     \"sign_in_endpoint\": \"<sign_in_endpoint>\",\\n\\n\\n\\n8     \"connection_name\": \"<connection_name>\",\\n\\n\\n\\n9   }\\n\\n\\n\\n10 }\\n```\\n\\nShow more\\n```\\n\\nImportant\\n\\n* The connection\\\\_name must follow the naming pattern described earlier.\\n* Save the id field from the response\\xe2\\x80\\x94you need it for the next step.\\n* The connection is created with enabled: false by default for security.\\n\\n### Step 2: Enable the authentication connection\\n\\nAfter"
       },
       {
-        "id": "ART-1966_KNOWLEDGE_NODE-29",
-        "text": "are some common examples:\\n\\nAzure ADGoogle WorkspaceJump CloudOkta\\n\\n1. Log in to Azure Active Directory and select **Enterprise applications > + New application**.\\n2. Search for \"Azure AD SAML Toolkit\" in the **Browse Azure AD Gallery** and select it.\\n3. Enter DevRev as the name and click **Create**.\\n4. Select **Single sign-on > SAML**.\\n5. Edit the **Basic SAML Configuration** and enter the following parameters.\\n\\n   * **Identifier** (Entity ID):",
-        "title": "External identity provider setup | Computer by DevRev | DevRev"
+        "id": "ART-1545_KNOWLEDGE_NODE-177",
+        "title": "Create (Beta) \u2014 DevRev | Docs",
+        "text": "Apps\\n\\nObject encapsulating the configuration parameters for a Google Apps authentication connection.\\n\\nShow 6 properties\\nOR\\nNone Show 4 properties\\nOR\\nOidc\\n\\nObject encapsulating the configuration parameters for an OIDC authentication connection.\\n\\nShow 6 properties\\nOR\\nSamlp\\n\\nObject encapsulating the configuration parameters for a SAML authentication connection.\\n\\nShow 5 properties\\nOR\\nWaad\\n\\nObject encapsulating the configuration parameters for an Azure AD authentication"
       },
       {
-        "id": "ART-1966_KNOWLEDGE_NODE-20",
-        "text": "Datacenter AirSync](/docs/integrations/confluence-datacenter)\\n    - [Google Docs](/docs/integrations/google-doc)\\n    - [Google Drive](/docs/integrations/google-drive)\\n    - [Gmail AirSync](/docs/integrations/gmail-airdrop)\\n    - [Monday.com AirSync](/docs/integrations/monday)\\n    - [Intercom AirSync](/docs/integrations/intercom)\\n    - [Figma AirSync](/docs/integrations/figma-airdrop)\\n    - [ServiceNow AirSync](/docs/integrations/servicenow)\\n    - [ServiceNow KB",
-        "title": "External identity provider setup | Computer by DevRev | DevRev"
+        "id": "ART-1566_KNOWLEDGE_NODE-177",
+        "title": "Transition (Beta) \u2014 DevRev | Docs",
+        "text": "Apps\\n\\nObject encapsulating the configuration parameters for a Google Apps authentication connection.\\n\\nShow 6 properties\\nOR\\nNone Show 4 properties\\nOR\\nOidc\\n\\nObject encapsulating the configuration parameters for an OIDC authentication connection.\\n\\nShow 6 properties\\nOR\\nSamlp\\n\\nObject encapsulating the configuration parameters for a SAML authentication connection.\\n\\nShow 5 properties\\nOR\\nWaad\\n\\nObject encapsulating the configuration parameters for an Azure AD authentication"
       },
       {
-        "id": "ART-1966_KNOWLEDGE_NODE-35",
-        "text": "false,\\n\\n\\n\\n6     \"type\": \"samlp\",\\n\\n\\n\\n7     \"sign_in_endpoint\": \"<sign_in_endpoint>\",\\n\\n\\n\\n8     \"connection_name\": \"<connection_name>\",\\n\\n\\n\\n9   }\\n\\n\\n\\n10 }\\n```\\n\\nShow more\\n```\\n\\nImportant\\n\\n* The connection\\\\_name must follow the naming pattern described earlier.\\n* Save the id field from the response\\xe2\\x80\\x94you need it for the next step.\\n* The connection is created with enabled: false by default for security.\\n\\n### Step 2: Enable the authentication connection\\n\\nAfter",
-        "title": "External identity provider setup | Computer by DevRev | DevRev"
+        "id": "ART-1562_KNOWLEDGE_NODE-177",
+        "title": "Get (Beta) \u2014 DevRev | Docs",
+        "text": "Apps\\n\\nObject encapsulating the configuration parameters for a Google Apps authentication connection.\\n\\nShow 6 properties\\nOR\\nNone Show 4 properties\\nOR\\nOidc\\n\\nObject encapsulating the configuration parameters for an OIDC authentication connection.\\n\\nShow 6 properties\\nOR\\nSamlp\\n\\nObject encapsulating the configuration parameters for a SAML authentication connection.\\n\\nShow 5 properties\\nOR\\nWaad\\n\\nObject encapsulating the configuration parameters for an Azure AD authentication"
       },
       {
-        "id": "ART-1966_KNOWLEDGE_NODE-34",
-        "text": "application/json\\' \\\\\\n\\n\\n\\n4 --data-raw \\'{\\n\\n\\n\\n5   \"type\": \"samlp\",\\n\\n\\n\\n6   \"sign_in_endpoint\": \"<sign_in_endpoint>\",\\n\\n\\n\\n7   \"signing_cert\": \"<signing_cert>\",\\n\\n\\n\\n8   \"connection_name\": \"<connection_name>\",\\n\\n\\n\\n9   \"display_name\": \"<display_name>\"\\n\\n\\n\\n10 }\\'\\n```\\n\\nShow more\\n```\\n\\n**Expected successful response:**\\n\\n```\\n```\\n1 {\\n\\n\\n\\n2   \"auth_connection\": {\\n\\n\\n\\n3     \"id\": \"con_12345678\",\\n\\n\\n\\n4     \"display_name\": \"<display_name>\",\\n\\n\\n\\n5     \"enabled\":",
-        "title": "External identity provider setup | Computer by DevRev | DevRev"
+        "id": "ART-1564_KNOWLEDGE_NODE-177",
+        "title": "List (Beta) \u2014 DevRev | Docs",
+        "text": "Apps\\n\\nObject encapsulating the configuration parameters for a Google Apps authentication connection.\\n\\nShow 6 properties\\nOR\\nNone Show 4 properties\\nOR\\nOidc\\n\\nObject encapsulating the configuration parameters for an OIDC authentication connection.\\n\\nShow 6 properties\\nOR\\nSamlp\\n\\nObject encapsulating the configuration parameters for a SAML authentication connection.\\n\\nShow 5 properties\\nOR\\nWaad\\n\\nObject encapsulating the configuration parameters for an Azure AD authentication"
       },
       {
-        "id": "ART-1966_KNOWLEDGE_NODE-30",
-        "text": "urn:auth0:tf-devrev-prod:<connection\\\\_name>\\n   * **Reply URL** (Assertion Consumer Service URL): https://auth.devrev.ai/login/callback?connection=<connection\\\\_name>\\n   * **Sign on URL**: https://app.devrev.ai/<DEV\\\\_ORG\\\\_SLUG>\\n\\n   ![]()\\n\\n   The <connection\\\\_name> must be the same in both parameters and follow the naming pattern described earlier.\\n6. Go to **Copy > SAML Certificates** and save the **App Federation Metadata URL**.\\n7. In the Azure portal, go to the application named",
-        "title": "External identity provider setup | Computer by DevRev | DevRev"
+        "id": "ART-1560_KNOWLEDGE_NODE-177",
+        "title": "Assign (Beta) \u2014 DevRev | Docs",
+        "text": "Apps\\n\\nObject encapsulating the configuration parameters for a Google Apps authentication connection.\\n\\nShow 6 properties\\nOR\\nNone Show 4 properties\\nOR\\nOidc\\n\\nObject encapsulating the configuration parameters for an OIDC authentication connection.\\n\\nShow 6 properties\\nOR\\nSamlp\\n\\nObject encapsulating the configuration parameters for a SAML authentication connection.\\n\\nShow 5 properties\\nOR\\nWaad\\n\\nObject encapsulating the configuration parameters for an Azure AD authentication"
       },
       {
-        "id": "ART-4275_KNOWLEDGE_NODE-27",
-        "text": "Documentation](https://support.google.com/cloudidentity/answer/10070793).\\n* Enable contact sharing in directory settings, following guidelines provided by Google.\\n* Ensure the following scopes are added:\\n\\n  + https://www.googleapis.com/auth/cloud-identity.groups.readonly: Required\\n    for groups and group members.\\n  + https://www.googleapis.com/auth/directory.readonly: Required for the People\\n    API.\\n\\nThese steps are necessary only if a non-admin initiates the import before an\\nadmin",
-        "title": "Google Docs | AirSync | Snap-ins | DevRev"
+        "id": "ART-1966_KNOWLEDGE_NODE-39",
+        "title": "External identity provider setup | Computer by DevRev | DevRev",
+        "text": "authentication methods to enforce SSO-only login. This is commonly done to ensure all users authenticate through your organization\\'s identity provider.\\n\\n**Common scenario**: If users were previously logging in with Google OAuth and you\\'ve now enabled SSO, you can disable Google authentication to force all users to use SSO.\\n\\nFirst, get the Google OAuth connection ID:\\n\\n```\\n```\\n1 curl --location --request GET \\'https://api.devrev.ai/dev-orgs.auth-connections.list\\' \\\\\\n\\n\\n\\n2 --header"
       },
       {
-        "id": "ART-15369_KNOWLEDGE_NODE-3",
-        "text": "encapsulating the configuration parameters for a Google Apps\\nauthentication connection.\\n\\nShow 5 properties\\n\\nOR\\n\\noidcobjectRequired\\n\\nObject encapsulating the configuration parameters for an OIDC\\nauthentication connection.\\n\\nShow 5 properties\\n\\nOR\\n\\noktaobjectRequired\\n\\nObject encapsulating the configuration parameters for an Okta\\nauthentication connection.\\n\\nShow 5 properties\\n\\nOR\\n\\nsamlpobjectRequired\\n\\nObject encapsulating the configuration parameters for a",
-        "title": "Create Dev Orgs Auth Connection | DevRev | Docs"
+        "id": "ART-1558_KNOWLEDGE_NODE-177",
+        "title": "Metric Definitions List (Beta) \u2014 DevRev | Docs",
+        "text": "Apps\\n\\nObject encapsulating the configuration parameters for a Google Apps authentication connection.\\n\\nShow 6 properties\\nOR\\nNone Show 4 properties\\nOR\\nOidc\\n\\nObject encapsulating the configuration parameters for an OIDC authentication connection.\\n\\nShow 6 properties\\nOR\\nSamlp\\n\\nObject encapsulating the configuration parameters for a SAML authentication connection.\\n\\nShow 5 properties\\nOR\\nWaad\\n\\nObject encapsulating the configuration parameters for an Azure AD authentication"
       },
       {
-        "id": "ART-1966_KNOWLEDGE_NODE-40",
-        "text": "\\'Authorization: Bearer <your PAT>\\'\\n```\\n```\\n\\nLook for the Google OAuth connection in the response and note its id field.\\n\\nDisable Google authentication:\\n\\n```\\n```\\n1 curl --location --request POST \\'https://api.devrev.ai/dev-orgs.auth-connections.toggle\\' \\\\\\n\\n\\n\\n2 --header \\'Authorization: Bearer <your PAT>\\' \\\\\\n\\n\\n\\n3 --header \\'Content-Type: application/json\\' \\\\\\n\\n\\n\\n4 --data-raw \\'{\\n\\n\\n\\n5   \"id\": \"<GOOGLE_OAUTH_CONNECTION_ID>\",\\n\\n\\n\\n6   \"toggle\": \"disable\"\\n\\n\\n\\n7",
-        "title": "External identity provider setup | Computer by DevRev | DevRev"
+        "id": "ART-1543_KNOWLEDGE_NODE-177",
+        "title": "Metric Definitions List Post (Beta) \u2014 DevRev | Docs",
+        "text": "Apps\\n\\nObject encapsulating the configuration parameters for a Google Apps authentication connection.\\n\\nShow 6 properties\\nOR\\nNone Show 4 properties\\nOR\\nOidc\\n\\nObject encapsulating the configuration parameters for an OIDC authentication connection.\\n\\nShow 6 properties\\nOR\\nSamlp\\n\\nObject encapsulating the configuration parameters for a SAML authentication connection.\\n\\nShow 5 properties\\nOR\\nWaad\\n\\nObject encapsulating the configuration parameters for an Azure AD authentication"
       }
     ]
   },
@@ -284,54 +284,54 @@
     "query": "restrict users from linking opportunities and meetings",
     "retrievals": [
       {
-        "id": "ART-15404_KNOWLEDGE_NODE-7",
-        "text": "Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/links/list-post)[#### Count Meetings\\n\\nNext](/api-reference/meetings/count)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Replace Links | DevRev | Docs"
+        "id": "ART-12471_KNOWLEDGE_NODE-5",
+        "title": "May 19, 2025 | DevRev | Docs",
+        "text": "by `created_by`, `name`, and `sync_metadata` fields to [`/groups.list`](/beta/api-reference/groups/list-post)\\n\\n### Links\\n\\n* Added `custom_link_type` property to link objects in [`/links.create`](/beta/api-reference/links/create) and related endpoints\\n\\n### Meetings\\n\\n* Added `sync_metadata` property to meeting objects in [`/meetings.create`](/beta/api-reference/meetings/create) and related endpoints\\n\\n### Opportunities\\n\\n* Added `contacts` property to opportunity objects in work-related"
       },
       {
-        "id": "ART-13009_KNOWLEDGE_NODE-3",
-        "text": "meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target_object_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links associated with the meeting.\\n\\nmemberslist of stringsOptional\\n\\nFilter for meeting on specified Member Ids.\\n\\nmodeenumOptional\\n\\nThe iteration mode to use, otherwise if not set, then \\xe2\\x80\\x9cafter\\xe2\\x80\\x9d is used.\\n\\nAllowed values: afterbefore\\n\\norganizerlist of",
-        "title": "List Meetings \u2014 DevRev | Docs"
+        "id": "ART-3197_KNOWLEDGE_NODE-11",
+        "title": "Changelog | DevRev | Docs",
+        "text": "by `created_by`, `name`, and `sync_metadata` fields to [`/groups.list`](/beta/api-reference/groups/list-post)\\n\\n### Links\\n\\n* Added `custom_link_type` property to link objects in [`/links.create`](/beta/api-reference/links/create) and related endpoints\\n\\n### Meetings\\n\\n* Added `sync_metadata` property to meeting objects in [`/meetings.create`](/beta/api-reference/meetings/create) and related endpoints\\n\\n### Opportunities\\n\\n* Added `contacts` property to opportunity objects in work-related"
       },
       {
-        "id": "ART-3008_KNOWLEDGE_NODE-2",
-        "text": "meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target_object_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links associated with the meeting.\\n\\nmemberslist of stringsOptional\\n\\nFilter for meeting on specified Member Ids.\\n\\nmodeenumOptional\\n\\nThe iteration mode to use, otherwise if not set, then \\xe2\\x80\\x9cafter\\xe2\\x80\\x9d is used.\\n\\nAllowed values: afterbefore\\n\\norganizerlist of",
-        "title": "List Meetings (Beta) \u2014 DevRev | Docs"
+        "id": "ART-13005_KNOWLEDGE_NODE-2",
+        "title": "Count Meetings \u2014 DevRev | Docs",
+        "text": "stringsOptional\\n\\nFilters for meetings created by the specified user(s).\\n\\nexternal_reflist of stringsOptional\\n\\nFilters for meetings with the provided external_ref(s).\\n\\nlinks.link_typestringOptional`format: \"text\"`\\n\\nFilters for link type in links associated with the meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target_object_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links"
       },
       {
-        "id": "ART-13009_KNOWLEDGE_NODE-2",
-        "text": "stringsOptional\\n\\nFilters for meetings created by the specified user(s).\\n\\ncursorstringOptional`format: \"text\"`\\n\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\n\\nexternal_reflist of stringsOptional\\n\\nFilters for meetings with the provided external_ref(s).\\n\\nlimitintegerOptional\\n\\nThe maximum number of meetings to return.\\n\\nlinks.link_typestringOptional`format: \"text\"`\\n\\nFilters for link type in links associated with the",
-        "title": "List Meetings \u2014 DevRev | Docs"
+        "id": "ART-2032_KNOWLEDGE_NODE-28",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "Emails**: Events containing any of these email addresses are completely excluded from sync. No meetings are created in DevRev for events where these emails appear as attendees, organizers, or creators. Enter multiple emails separated by commas.\\n   * **Add non-existing customers**: Enable this to allow people in meeting that are not customer to be added as a customer.\\n\\nIf a meeting is scheduled with people who are neither part of the company nor customers, this option allows them to be added"
       },
       {
-        "id": "ART-15422_KNOWLEDGE_NODE-5",
-        "text": "return.\\n\\nlinks.link\\\\_typestringOptional`format: \"text\"`\\n\\nFilters for link type in links associated with the meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target\\\\_object\\\\_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links associated with the meeting.\\n\\nmemberslist of stringsOptional\\n\\nFilter for meeting on specified Member Ids.\\n\\nmodeenumOptional\\n\\nThe iteration mode to use,",
-        "title": "List Meetings | DevRev | Docs"
+        "id": "ART-3003_KNOWLEDGE_NODE-1",
+        "title": "Count Meetings (Beta) \u2014 DevRev | Docs",
+        "text": "user(s).\\n\\ncustom_fieldsobjectOptional\\n\\nFilters for meeting on custom fields.\\n\\nexternal_reflist of stringsOptional\\n\\nFilters for meetings with the provided external_ref(s).\\n\\nlinks.link_typestringOptional`format: \"text\"`\\n\\nFilters for link type in links associated with the meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target_object_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links"
       },
       {
-        "id": "ART-1834_KNOWLEDGE_NODE-456",
-        "text": "set, then \"after\" is used.\\nAllowed values: after before\\nopportunity.account string Optional\\nFilters for opportunities belonging to any of the provided accounts.\\nopportunity.contacts string Optional\\nFilters for opportunities with any of the provided contacts.\\nopportunity.subtype string Optional\\nFilters for opportunity with any of the provided subtypes.\\nowned_by string Optional\\nFilters for work owned by any of these users.\\nreported_by string Optional\\nFilters for work reported by any of",
-        "title": "Delete \u2014 DevRev | Docs"
+        "id": "ART-15416_KNOWLEDGE_NODE-2",
+        "title": "Count Meetings | DevRev | Docs",
+        "text": "created by the specified user(s).\\n\\nexternal\\\\_reflist of stringsOptional\\n\\nFilters for meetings with the provided external\\\\_ref(s).\\n\\nlinks.link\\\\_typestringOptional`format: \"text\"`\\n\\nFilters for link type in links associated with the meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target\\\\_object\\\\_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links associated with the"
       },
       {
-        "id": "ART-3008_KNOWLEDGE_NODE-1",
-        "text": "user(s).\\n\\ncursorstringOptional`format: \"text\"`\\n\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\n\\ncustom_fieldsobjectOptional\\n\\nFilters for meeting on custom fields.\\n\\nexternal_reflist of stringsOptional\\n\\nFilters for meetings with the provided external_ref(s).\\n\\nlimitintegerOptional\\n\\nThe maximum number of meetings to return.\\n\\nlinks.link_typestringOptional`format: \"text\"`\\n\\nFilters for link type in links associated with the",
-        "title": "List Meetings (Beta) \u2014 DevRev | Docs"
+        "id": "ART-12390_KNOWLEDGE_NODE-28",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "like title, description, start\\\\_date, attendees, etc. * subtype: (Optional) Meeting subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields | Created meeting object |\\n| Create Opportunity | Creates a new opportunity in DevRev. | * Opportunity details like title, body, applies\\\\_to\\\\_part, etc. * subtype: (Optional) Opportunity subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields | Created opportunity object |\\n| Create"
       },
       {
-        "id": "ART-1575_KNOWLEDGE_NODE-449",
-        "text": "opportunities with any of the provided contacts.\\nopportunity.subtype string Optional\\nFilters for opportunity with any of the provided subtypes.\\nowned_by string Optional\\nFilters for work owned by any of these users.\\nreported_by string Optional\\nFilters for work reported by any of these users.\\nsort_by string Optional\\nFields to sort the work items by and the direction to sort them.\\nstage.name string Optional\\nFilters for records in the provided stage(s) by name.\\nstaged_info.is_staged",
-        "title": "Delete \u2014 DevRev | Docs"
+        "id": "ART-13009_KNOWLEDGE_NODE-3",
+        "title": "List Meetings \u2014 DevRev | Docs",
+        "text": "meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target_object_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links associated with the meeting.\\n\\nmemberslist of stringsOptional\\n\\nFilter for meeting on specified Member Ids.\\n\\nmodeenumOptional\\n\\nThe iteration mode to use, otherwise if not set, then \\xe2\\x80\\x9cafter\\xe2\\x80\\x9d is used.\\n\\nAllowed values: afterbefore\\n\\norganizerlist of"
       },
       {
-        "id": "ART-1821_KNOWLEDGE_NODE-446",
-        "text": "opportunities with any of the provided contacts.\\nopportunity.subtype string Optional\\nFilters for opportunity with any of the provided subtypes.\\nowned_by string Optional\\nFilters for work owned by any of these users.\\nreported_by string Optional\\nFilters for work reported by any of these users.\\nsort_by string Optional\\nFields to sort the work items by and the direction to sort them.\\nstage.name string Optional\\nFilters for records in the provided stage(s) by name.\\nstaged_info.is_staged",
-        "title": "Delete \u2014 DevRev | Docs"
+        "id": "ART-17231_KNOWLEDGE_NODE-22",
+        "title": "Supported DevRev object types | DevRev | Docs",
+        "text": "\\xe2\\x9c\\x94\\xef\\xb8\\x8e | \\xe2\\x9c\\x94\\xef\\xb8\\x8e | \\xe2\\x9c\\x94\\xef\\xb8\\x8e |  |\\n| [link](/airsync/supported-object-types#link) | link | \\xe2\\x9c\\x94\\xef\\xb8\\x8e | \\xe2\\x9c\\x94\\xef\\xb8\\x8e |  |  |\\n| [linkable](/airsync/supported-object-types#linkable) | part\\xe2\\x86\\x92linkable | \\xe2\\x9c\\x94\\xef\\xb8\\x8e | \\xe2\\x9c\\x94\\xef\\xb8\\x8e | \\xe2\\x9c\\x94\\xef\\xb8\\x8e |  |\\n| [meeting](/airsync/supported-object-types#meeting) | meeting | \\xe2\\x9c\\x94\\xef\\xb8\\x8e |  |  |  |\\n|"
       },
       {
-        "id": "ART-15416_KNOWLEDGE_NODE-2",
-        "text": "created by the specified user(s).\\n\\nexternal\\\\_reflist of stringsOptional\\n\\nFilters for meetings with the provided external\\\\_ref(s).\\n\\nlinks.link\\\\_typestringOptional`format: \"text\"`\\n\\nFilters for link type in links associated with the meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target\\\\_object\\\\_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links associated with the",
-        "title": "Count Meetings | DevRev | Docs"
+        "id": "ART-15422_KNOWLEDGE_NODE-5",
+        "title": "List Meetings | DevRev | Docs",
+        "text": "return.\\n\\nlinks.link\\\\_typestringOptional`format: \"text\"`\\n\\nFilters for link type in links associated with the meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target\\\\_object\\\\_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links associated with the meeting.\\n\\nmemberslist of stringsOptional\\n\\nFilter for meeting on specified Member Ids.\\n\\nmodeenumOptional\\n\\nThe iteration mode to use,"
       }
     ]
   },
@@ -340,54 +340,54 @@
     "query": "connect WhatsApp Business with DevRev",
     "retrievals": [
       {
-        "id": "ART-2029_KNOWLEDGE_NODE-25",
-        "text": "for you to manage all your customer conversations in one place. By adding WhatsApp to DevRev, you can streamline your support and offer a smoother experience to your customers.\\n\\nFor detailed information about WhatsApp for Business, refer to [WhatsApp Business Platform - Documentation](https://developers.facebook.com/docs/whatsapp/overview)\\n\\nPrerequisites\\n-------------\\n\\n1. **Create a business account:** Ensure you have a [Business Account](https://business.facebook.com/overview) in Meta",
-        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+        "id": "ART-2029_KNOWLEDGE_NODE-29",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "Install the WhatsApp snap-in from the marketplace as mentioned above.\\n2. **Create a connection:** In the **Connections** tab, add your existing connection or create a new connection.\\n   * Give your connection a name, and ensure that you completed the required steps in the prerequisites.\\n   * Click **Connect**.\\n   * Open the dialog and follow the process to finish creating a connection.\\n\\n     ![]()\\n3. **Configure business phone number:** In the **Configuration** tab, enter the business"
       },
       {
         "id": "ART-2029_KNOWLEDGE_NODE-30",
-        "text": "phone number to sync WhatsApp messages sent to the business with DevRev Inbox.\\n4. **Register for WhatsApp webhook:** In the **Discussion** tab, enter **/whatsapp** to register to the WhatsApp webhook URL to receive WhatsApp messages in the DevRev Inbox.\\n5. **Use template messages:** As per WhatsApp policies, template messages are required to communicate with customers once 24 hours have passed since their last message. To ensure continuity in customer conversations, the following template",
-        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "phone number to sync WhatsApp messages sent to the business with DevRev Inbox.\\n4. **Register for WhatsApp webhook:** In the **Discussion** tab, enter **/whatsapp** to register to the WhatsApp webhook URL to receive WhatsApp messages in the DevRev Inbox.\\n5. **Use template messages:** As per WhatsApp policies, template messages are required to communicate with customers once 24 hours have passed since their last message. To ensure continuity in customer conversations, the following template"
       },
       {
         "id": "ART-2029_KNOWLEDGE_NODE-27",
-        "text": "work with 360dialog for WhatsApp Integration. If you have an existing WhatsApp for Business Account, follow the steps to [migrate to 360dialog](https://docs.360dialog.com/partner/account-setup/migrating-phone-numbers).\\n\\nInstalling the WhatsApp snap-in\\n-------------------------------\\n\\nTo use this snap-in, you\\'ll need to connect your WhatsApp with Business API with DevRev.\\n\\n1. Install [WhatsApp](/marketplace/whatsapp) from the DevRev marketplace.\\n2. Select the workspace to install the",
-        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "work with 360dialog for WhatsApp Integration. If you have an existing WhatsApp for Business Account, follow the steps to [migrate to 360dialog](https://docs.360dialog.com/partner/account-setup/migrating-phone-numbers).\\n\\nInstalling the WhatsApp snap-in\\n-------------------------------\\n\\nTo use this snap-in, you\\'ll need to connect your WhatsApp with Business API with DevRev.\\n\\n1. Install [WhatsApp](/marketplace/whatsapp) from the DevRev marketplace.\\n2. Select the workspace to install the"
       },
       {
         "id": "ART-2029_KNOWLEDGE_NODE-24",
-        "text": "[Limitations](#limitations)\\n* [Set up the snap-in](#set-up-the-snapin)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Integrate](/docs/integrate)\\n[WhatsApp](/docs/integrations/whatsapp)\\n\\nWhatsApp\\n========\\n\\nUsing DevRev, you can connect with your customers through WhatsApp. This new communication channel allows your customers to reach out with their questions and concerns directly on WhatsApp. The messages from WhatsApp seamlessly appear in your DevRev Inbox, making it easy",
-        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "[Limitations](#limitations)\\n* [Set up the snap-in](#set-up-the-snapin)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Integrate](/docs/integrate)\\n[WhatsApp](/docs/integrations/whatsapp)\\n\\nWhatsApp\\n========\\n\\nUsing DevRev, you can connect with your customers through WhatsApp. This new communication channel allows your customers to reach out with their questions and concerns directly on WhatsApp. The messages from WhatsApp seamlessly appear in your DevRev Inbox, making it easy"
       },
       {
-        "id": "ART-2029_KNOWLEDGE_NODE-28",
-        "text": "snap-in, confirm installation, and click **Deploy snap-in**.\\n\\nLimitations\\n-----------\\n\\n* Group Conversations are not supported by WhatsApp for Business API.\\n* If you do not respond to the customer\\xe2\\x80\\x99s message within 24 hours, you can only respond to the conversation using Meta-approved template messages.\\n\\nSet up the snap-in\\n------------------\\n\\nFollow these steps to ensure WhatsApp messages sent to your business are synced with the DevRev Inbox.\\n\\n1. **Install the snap-in:**",
-        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+        "id": "ART-2029_KNOWLEDGE_NODE-25",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "for you to manage all your customer conversations in one place. By adding WhatsApp to DevRev, you can streamline your support and offer a smoother experience to your customers.\\n\\nFor detailed information about WhatsApp for Business, refer to [WhatsApp Business Platform - Documentation](https://developers.facebook.com/docs/whatsapp/overview)\\n\\nPrerequisites\\n-------------\\n\\n1. **Create a business account:** Ensure you have a [Business Account](https://business.facebook.com/overview) in Meta"
       },
       {
-        "id": "ART-2029_KNOWLEDGE_NODE-29",
-        "text": "Install the WhatsApp snap-in from the marketplace as mentioned above.\\n2. **Create a connection:** In the **Connections** tab, add your existing connection or create a new connection.\\n   * Give your connection a name, and ensure that you completed the required steps in the prerequisites.\\n   * Click **Connect**.\\n   * Open the dialog and follow the process to finish creating a connection.\\n\\n     ![]()\\n3. **Configure business phone number:** In the **Configuration** tab, enter the business",
-        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+        "id": "ART-2029_KNOWLEDGE_NODE-28",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "snap-in, confirm installation, and click **Deploy snap-in**.\\n\\nLimitations\\n-----------\\n\\n* Group Conversations are not supported by WhatsApp for Business API.\\n* If you do not respond to the customer\\xe2\\x80\\x99s message within 24 hours, you can only respond to the conversation using Meta-approved template messages.\\n\\nSet up the snap-in\\n------------------\\n\\nFollow these steps to ensure WhatsApp messages sent to your business are synced with the DevRev Inbox.\\n\\n1. **Install the snap-in:**"
       },
       {
         "id": "ART-2029_KNOWLEDGE_NODE-26",
-        "text": "Business Manager. For detailed information, refer to [creating a Business Account](https://m.facebook.com/help/1710077379203657) in Meta Business Manager.\\n2. **Number compatibility:** Ensure the designated number isn\\'t linked to another WhatsApp account. If it is, either delete that account or [migrate your number](https://developers.facebook.com/docs/whatsapp/cloud-api/get-started/migrate-existing-whatsapp-number-to-a-business-account/) to a business account.\\n3. **Partner integration:** We",
-        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "Business Manager. For detailed information, refer to [creating a Business Account](https://m.facebook.com/help/1710077379203657) in Meta Business Manager.\\n2. **Number compatibility:** Ensure the designated number isn\\'t linked to another WhatsApp account. If it is, either delete that account or [migrate your number](https://developers.facebook.com/docs/whatsapp/cloud-api/get-started/migrate-existing-whatsapp-number-to-a-business-account/) to a business account.\\n3. **Partner integration:** We"
       },
       {
-        "id": "ART-2029_KNOWLEDGE_NODE-23",
-        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Prerequisites](#prerequisites)\\n* [Installing the WhatsApp snap-in](#installing-the-whatsapp-snapin)\\n*",
-        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+        "id": "ART-2029_KNOWLEDGE_NODE-0",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "b'WhatsApp | Integrate | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-2029_KNOWLEDGE_NODE-0",
-        "text": "b'WhatsApp | Integrate | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +",
-        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+        "id": "ART-2029_KNOWLEDGE_NODE-31",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "messages are sent for Meta approval:\\n   * **Reinitiate missed conversation:** \"Hi, sorry for not responding earlier. (Custom Message)\"\\n   * **Share an update with the customer:** \"Hi, here is an update (Custom Message)\"\\n\\n[PreviousSlack](/docs/integrations/slack)[NextGitHub](/docs/integrations/github)\\n\\n#### On this page\\n\\n* [Prerequisites](#prerequisites)\\n* [Installing the WhatsApp snap-in](#installing-the-whatsapp-snapin)\\n* [Limitations](#limitations)\\n* [Set up the"
       },
       {
-        "id": "ART-2002_KNOWLEDGE_NODE-27",
-        "text": "Plug, email, and WhatsApp) can be matched to the right customer record.\\n\\n![]()\\n\\nYou can create a contact using DevRev's rev-users.create API. Follow the [Create accounts and contacts in DevRev](https://developer.devrev.ai/beta/guides/create-accounts-and-contacts-in-dev-rev) tutorial.\\n\\n### Bulk import customer records\\n\\nTo bulk import customer records, see [Account and contact import](/docs/product/account-contact-import).\\n\\nYou can also use [AirSync](https://docs.devrev.ai/import) to",
-        "title": "Contacts | Computer for Growth Teams | DevRev"
+        "id": "ART-2029_KNOWLEDGE_NODE-23",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Prerequisites](#prerequisites)\\n* [Installing the WhatsApp snap-in](#installing-the-whatsapp-snapin)\\n*"
       }
     ]
   },
@@ -396,54 +396,54 @@
     "query": "API for Incident Ticket creation",
     "retrievals": [
       {
-        "id": "ART-4127_KNOWLEDGE_NODE-0",
-        "text": "b'Create Incident | 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)[incidents](/beta/api-reference/incidents/create)\\n\\nCreate Incident\\n===============\\n\\nBeta\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/incidents.create\\n\\nPOST\\n\\n/incidents.create\\n\\ncURL\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/incidents.create \\\\ |\\n| > | -H \"Authorization: Bearer",
-        "title": "Create Incident | DevRev | Docs"
+        "id": "ART-1300_KNOWLEDGE_NODE-166",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "Create.\\n\\nPOST https:// api.devrev.ai / incidents.create\\nCreates an incident.\\nRequest.\\n\\nThis endpoint expects an object.\\ntitle string Required\\nTitle of the incident.\\nacknowledged_date datetime Optional\\nTimestamp when the incident was acknowledged.\\napplies_to_parts list of strings Optional\\nParts to which the incident is applicable to.\\nartifacts list of strings Optional\\nArtifacts attached to the incident.\\nbody string Optional\\nBody of the incident.\\ncustom_fields map from strings to"
       },
       {
-        "id": "ART-4127_KNOWLEDGE_NODE-1",
-        "text": "<token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{ |\\n| > | \"title\": \"string\" |\\n| > | }\\' |\\n```\\n\\n[Try it](/beta/api-reference/incidents/create?explorer=true)\\n\\n201Created\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"incident\": { |\\n| 3 | \"id\": \"string\", |\\n| 4 | \"title\": \"string\", |\\n| 5 | \"acknowledged_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 6 | \"actual_close_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 7 | \"applies_to_parts\": [ |\\n| 8 | { |\\n| 9 | \"display_id\":",
-        "title": "Create Incident | DevRev | Docs"
+        "id": "ART-1788_KNOWLEDGE_NODE-166",
+        "title": "Get Post \u2014 DevRev | Docs",
+        "text": "Create.\\n\\nPOST https:// api.devrev.ai / incidents.create\\nCreates an incident.\\nRequest.\\n\\nThis endpoint expects an object.\\ntitle string Required\\nTitle of the incident.\\nacknowledged_date datetime Optional\\nTimestamp when the incident was acknowledged.\\napplies_to_parts list of strings Optional\\nParts to which the incident is applicable to.\\nartifacts list of strings Optional\\nArtifacts attached to the incident.\\nbody string Optional\\nBody of the incident.\\ncustom_fields map from strings to"
       },
       {
-        "id": "ART-12390_KNOWLEDGE_NODE-29",
-        "text": "Ticket | Creates a new ticket in DevRev. | * Ticket details like title, body, applies\\\\_to\\\\_part, etc. * subtype: (Optional) Ticket subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields | Created ticket object |\\n| Convert Conversation To Ticket | Converts a conversation to a ticket. | * conversation\\\\_id: ID of the conversation to convert | ticket\\\\_id: ID of the created ticket |\\n\\nObject retrieval\\n----------------\\n\\n| Operation | Description | Input",
-        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev"
+        "id": "ART-1801_KNOWLEDGE_NODE-168",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "Create.\\n\\nPOST https:// api.devrev.ai / incidents.create\\nCreates an incident.\\nRequest.\\n\\nThis endpoint expects an object.\\ntitle string Required\\nTitle of the incident.\\nacknowledged_date datetime Optional\\nTimestamp when the incident was acknowledged.\\napplies_to_parts list of strings Optional\\nParts to which the incident is applicable to.\\nartifacts list of strings Optional\\nArtifacts attached to the incident.\\nbody string Optional\\nBody of the incident.\\ncustom_fields map from strings to"
       },
       {
-        "id": "ART-4126_KNOWLEDGE_NODE-0",
-        "text": "b'Get Incident (POST) | 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)[incidents](/beta/api-reference/incidents/create)\\n\\nGet Incident (POST)\\n===================\\n\\nBeta\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/incidents.get\\n\\nPOST\\n\\n/incidents.get\\n\\ncURL\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/incidents.get \\\\ |\\n| > | -H \"Authorization: Bearer",
-        "title": "Get Incident (POST) | DevRev | Docs"
+        "id": "ART-1789_KNOWLEDGE_NODE-166",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "Create.\\n\\nPOST https:// api.devrev.ai / incidents.create\\nCreates an incident.\\nRequest.\\n\\nThis endpoint expects an object.\\ntitle string Required\\nTitle of the incident.\\nacknowledged_date datetime Optional\\nTimestamp when the incident was acknowledged.\\napplies_to_parts list of strings Optional\\nParts to which the incident is applicable to.\\nartifacts list of strings Optional\\nArtifacts attached to the incident.\\nbody string Optional\\nBody of the incident.\\ncustom_fields map from strings to"
       },
       {
-        "id": "ART-4127_KNOWLEDGE_NODE-15",
-        "text": "\"string\" |\\n| 258 | } |\\n| 259 | ], |\\n| 260 | \"target_close_date\": \"2023-01-01T12:00:00.000Z\" |\\n| 261 | } |\\n| 262 | } |\\n```\\n\\nCreates an incident.\\n\\n### Headers\\n\\nAuthorizationstringRequired\\n\\nBearer authentication of the form `Bearer <token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\ntitlestringRequired`format: \"text\"`\\n\\nTitle of the incident.\\n\\nacknowledged\\\\_datestringOptional`format: \"date-time\"`\\n\\nTimestamp when the incident was",
-        "title": "Create Incident | DevRev | Docs"
+        "id": "ART-1781_KNOWLEDGE_NODE-164",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "Create.\\n\\nPOST https:// api.devrev.ai / incidents.create\\nCreates an incident.\\nRequest.\\n\\nThis endpoint expects an object.\\ntitle string Required\\nTitle of the incident.\\nacknowledged_date datetime Optional\\nTimestamp when the incident was acknowledged.\\napplies_to_parts list of strings Optional\\nParts to which the incident is applicable to.\\nartifacts list of strings Optional\\nArtifacts attached to the incident.\\nbody string Optional\\nBody of the incident.\\ncustom_fields map from strings to"
       },
       {
-        "id": "ART-4133_KNOWLEDGE_NODE-0",
-        "text": "b'Update Incident | 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)[incidents](/beta/api-reference/incidents/create)\\n\\nUpdate Incident\\n===============\\n\\nBeta\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/incidents.update\\n\\nPOST\\n\\n/incidents.update\\n\\ncURL\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/incidents.update \\\\ |\\n| > | -H \"Authorization: Bearer",
-        "title": "Update Incident | DevRev | Docs"
+        "id": "ART-1803_KNOWLEDGE_NODE-167",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "Create.\\n\\nPOST https:// api.devrev.ai / incidents.create\\nCreates an incident.\\nRequest.\\n\\nThis endpoint expects an object.\\ntitle string Required\\nTitle of the incident.\\nacknowledged_date datetime Optional\\nTimestamp when the incident was acknowledged.\\napplies_to_parts list of strings Optional\\nParts to which the incident is applicable to.\\nartifacts list of strings Optional\\nArtifacts attached to the incident.\\nbody string Optional\\nBody of the incident.\\ncustom_fields map from strings to"
       },
       {
-        "id": "ART-2033_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Instabug | Integrate | Snap-ins | DevRev"
+        "id": "ART-4127_KNOWLEDGE_NODE-15",
+        "title": "Create Incident | DevRev | Docs",
+        "text": "\"string\" |\\n| 258 | } |\\n| 259 | ], |\\n| 260 | \"target_close_date\": \"2023-01-01T12:00:00.000Z\" |\\n| 261 | } |\\n| 262 | } |\\n```\\n\\nCreates an incident.\\n\\n### Headers\\n\\nAuthorizationstringRequired\\n\\nBearer authentication of the form `Bearer <token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\ntitlestringRequired`format: \"text\"`\\n\\nTitle of the incident.\\n\\nacknowledged\\\\_datestringOptional`format: \"date-time\"`\\n\\nTimestamp when the incident was"
       },
       {
-        "id": "ART-1801_KNOWLEDGE_NODE-168",
-        "text": "Create.\\n\\nPOST https:// api.devrev.ai / incidents.create\\nCreates an incident.\\nRequest.\\n\\nThis endpoint expects an object.\\ntitle string Required\\nTitle of the incident.\\nacknowledged_date datetime Optional\\nTimestamp when the incident was acknowledged.\\napplies_to_parts list of strings Optional\\nParts to which the incident is applicable to.\\nartifacts list of strings Optional\\nArtifacts attached to the incident.\\nbody string Optional\\nBody of the incident.\\ncustom_fields map from strings to",
-        "title": "Get \u2014 DevRev | Docs"
+        "id": "ART-1545_KNOWLEDGE_NODE-244",
+        "title": "Create (Beta) \u2014 DevRev | Docs",
+        "text": "owner.\\n\\nResponse.\\n\\nThis endpoint returns an object.\\ngroup object\\nShow 11 properties\\nAPI Reference operate Incidents Create.\\n\\nPOST https://api.devrev.ai / incidents.create\\n\\nCreates an incident.\\n\\nRequest.\\n\\nThis endpoint expects an object.\\ntitle string Required\\n\\nTitle of the incident.\\n\\nacknowledged_date datetime Optional\\n\\nTimestamp when the incident was acknowledged.\\n\\napplies_to_parts list of strings Optional\\n\\nParts to which the incident is applicable to.\\n\\nartifacts"
       },
       {
-        "id": "ART-4128_KNOWLEDGE_NODE-0",
-        "text": "b'Get Incident | 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)[incidents](/beta/api-reference/incidents/create)\\n\\nGet Incident\\n============\\n\\nBeta\\n\\nCopy page\\n\\nGET\\n\\nhttps://api.devrev.ai/incidents.get\\n\\nGET\\n\\n/incidents.get\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -G https://api.devrev.ai/incidents.get \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\ |\\n| > | -d id=id",
-        "title": "Get Incident | DevRev | Docs"
+        "id": "ART-1785_KNOWLEDGE_NODE-193",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "Optional\\nSeverity of the incident.\\nsource long Optional\\nSource of where the incident was created. Only sys users and service accounts are supposed to set this field.\\nstage object Optional\\nUpdate object for Stage.\\nShow 2 properties\\nstakeholders object Optional\\nShow property\\ntags object Optional\\nShow property\\ntarget_close_date datetime Optional\\nTimestamp when the incident is expected to be resolved.\\ntitle string Optional\\nTitle of the incident.\\nResponse.\\n\\nThis endpoint returns an"
       },
       {
-        "id": "ART-1803_KNOWLEDGE_NODE-167",
-        "text": "Create.\\n\\nPOST https:// api.devrev.ai / incidents.create\\nCreates an incident.\\nRequest.\\n\\nThis endpoint expects an object.\\ntitle string Required\\nTitle of the incident.\\nacknowledged_date datetime Optional\\nTimestamp when the incident was acknowledged.\\napplies_to_parts list of strings Optional\\nParts to which the incident is applicable to.\\nartifacts list of strings Optional\\nArtifacts attached to the incident.\\nbody string Optional\\nBody of the incident.\\ncustom_fields map from strings to",
-        "title": "List \u2014 DevRev | Docs"
+        "id": "ART-4127_KNOWLEDGE_NODE-10",
+        "title": "Create Incident | DevRev | Docs",
+        "text": "\"string\" |\\n| 166 | }, |\\n| 167 | \"sync_metadata\": { |\\n| 168 | \"external_reference\": \"string\", |\\n| 169 | \"origin_system\": \"string\" |\\n| 170 | }, |\\n| 171 | \"title\": \"string\" |\\n| 172 | } |\\n| 173 | ], |\\n| 174 | \"reported_by\": { |\\n| 175 | \"id\": 1, |\\n| 176 | \"label\": \"string\", |\\n| 177 | \"ordinal\": 1, |\\n| 178 | \"value\": null |\\n| 179 | }, |\\n| 180 | \"severity\": { |\\n| 181 | \"id\": 1, |\\n| 182 | \"label\": \"string\", |\\n| 183 | \"ordinal\": 1, |\\n| 184 | \"value\": null |\\n| 185 | }, |\\n| 186 |"
       }
     ]
   },
@@ -452,54 +452,54 @@
     "query": "mark fields as readable from backend",
     "retrievals": [
       {
-        "id": "ART-17232_KNOWLEDGE_NODE-8",
-        "text": "fields |\\n\\n### Custom and stock fields transformation methods\\n\\n| Method | Description | Requirements |\\n| --- | --- | --- |\\n| `use_rich_text` | Produces a rich text field | External field must be of type `rich_text` |\\n\\n### Constructed custom fields transformation methods\\n\\n| Method | Description | Requirements |\\n| --- | --- | --- |\\n| `construct_text_field` | Produces a text field | External field must be of type text |\\n\\n### Universal transformation method\\n\\n| Method | Description |",
-        "title": "Mapping reasons | DevRev | Docs"
+        "id": "ART-996_KNOWLEDGE_NODE-15",
+        "title": "An Example Object Model Style Guide (our actual style guide)",
+        "text": "field1\\n        ...\\n        gateway:\\n          api_visibility: public\\n          is_filterable: true\\n          summary: true                         # NOTE: all fields marked as `summary: true`\\n...\\n      - name: field2\\n        ...\\n        gateway:\\n          api_visibility: public\\n          is_filterable: true\\n          summary: true                         # NOTE: all fields marked as `summary: true`\\n...\\n      - name: field3\\n        ...\\n        gateway:\\n          api_visibility:"
       },
       {
-        "id": "ART-17230_KNOWLEDGE_NODE-0",
-        "text": "b'Rich text fields | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\nOn this page\\n\\n* [Rich text mentions](/airsync/data-model/rich-text-fields#rich-text-mentions)\\n* [Importing articles](/airsync/data-model/rich-text-fields#importing-articles)\\n* [Managing permissions](/airsync/data-model/rich-text-fields#managing-permissions)\\n* [Inline attachments](/airsync/data-model/rich-text-fields#inline-attachments)\\n* [Links to other",
-        "title": "Rich text fields | DevRev | Docs"
+        "id": "ART-17219_KNOWLEDGE_NODE-28",
+        "title": "Metadata extraction | DevRev | Docs",
+        "text": "to a ticket.\\nAssigning a `reference_type` helps AirSync correctly handle such fields in case the end-user\\ndecides to filter some of the parent records out.\\n\\n[8](/airsync/metadata-extraction#define-field-attributes)\\n\\n### Define field attributes\\n\\nExternal system fields that shouldn\\xe2\\x80\\x99t be mapped in reverse should be marked as `is_read_only`.\\nDepending on their purpose, you can also mark fields as `is_indexed`, `is_identifier`, `is_filterable`,\\n`is_write_only`, etc. By default,"
       },
       {
-        "id": "ART-15510_KNOWLEDGE_NODE-17",
-        "text": "server. Input views such as password text fields are automatically masked.\\n\\nWhile the auto-masking feature is sufficient for most situations, you can manually mark or unmark additional views as sensitive.\\n\\nTo mark elements as sensitive inside a web view (`WebView`), apply the `devrev-mask` CSS class. To unmark them, use `devrev-unmask`.\\n\\n* Mark an element as masked:\\n\\n  ```\\n  |  |  |\\n  | --- | --- |\\n  | 1 | <label class=\"devrev-mask\">OTP: 12345</label> |\\n  ```\\n* Mark an element as",
-        "title": "Features | DevRev | Docs"
+        "id": "ART-1645_KNOWLEDGE_NODE-37",
+        "title": "Object customization (Beta) \u2014 DevRev | Docs",
+        "text": "`is_filterable` to be true.\\n\\n  * `is_groupable`: Whether the field is groupable. Requires `is_filterable` to be true.\\n\\n  * `order`: The order in which the field appears in the side panel.\\n\\n  * `is_read_only`: Whether the field is read-only in the UI. Once the object is created, this field cannot be updated in the UI.\\n\\n  * `group_name`: The group title under which field(s) appear in the side panel. In the example below, the fields are grouped under groups titled **Group 1** and **Group"
       },
       {
-        "id": "ART-17230_KNOWLEDGE_NODE-5",
-        "text": "about products, services, and processes.\\nThey support both Markdown and HTML formats.\\n\\nArticles can include mentions to artifacts and other articles. Inline attachments must map to artifacts,\\nand article links must map to articles.\\n\\n### Managing permissions\\n\\nArticle permissions are managed through the `shared_with` field, which can reference users, groups, and platform groups.\\nRefer to the [permissions](/public/airsync/data-model/permissions) for more details.\\n\\n### Inline",
-        "title": "Rich text fields | DevRev | Docs"
+        "id": "ART-15487_KNOWLEDGE_NODE-35",
+        "title": "Object customization | DevRev | Docs",
+        "text": "groupable. Requires `is_filterable` to be true.\\n* `order`: The order in which the field appears in the side panel.\\n* `is_read_only`: Whether the field is read-only in the UI. Once the object is created, this\\n  field cannot be updated in the UI.\\n* `group_name`: The group title under which field(s) appear in the side panel. In the\\n  example below, the fields are grouped under groups titled **Group 1** and **Group 2**.\\n\\n  ![]()\\n* `unit`: The unit for the field. For example, days, kg. The"
       },
       {
-        "id": "ART-17230_KNOWLEDGE_NODE-14",
-        "text": "\\xe2\\x80\\x9cdocuments\\xe2\\x80\\x9d).\\nThe platform replaces the mention with the corresponding DevRev article ID and adds the appropriate href attribute.\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/airsync/supported-object-types)[#### Permissions\\n\\nNext](/airsync/data-model/permissions)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Rich text fields | DevRev | Docs"
+        "id": "ART-1630_KNOWLEDGE_NODE-8",
+        "title": "List Schemas Stock (Beta) \u2014 DevRev | Docs",
+        "text": "\"is_hidden\": true  \\n    39|             },  \\n    40|             \"group_name\": \"foo\",  \\n    41|             \"is_active_in_detail_view\": true,  \\n    42|             \"is_bulk_action_enabled\": true,  \\n    43|             \"is_currency_field\": true,  \\n    44|             \"is_groupable\": true,  \\n    45|             \"is_hidden\": true,  \\n    46|             \"is_hidden_during_create\": true,  \\n    47|             \"is_read_only\": true,  \\n    48|             \"is_required\": true,  \\n"
       },
       {
-        "id": "ART-12453_KNOWLEDGE_NODE-23",
-        "text": "provides an auto-masking feature that masks data before sending to the server. Input views such as text fields, text views, and web views are automatically masked.\\n\\nWhile the auto-masking feature may be sufficient for most situations, you can manually mark additional views as sensitive using the following method:\\n\\n[code]\\n\\n    1| DevRev.markSensitiveViews(_:)  \\n    ---|---\\n[/code]  \\n  \\nIf any previously masked views need to be unmasked, you can use the following method:\\n\\n[code]\\n\\n",
-        "title": "Features \u2014 DevRev | Docs"
+        "id": "ART-1831_KNOWLEDGE_NODE-426",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "\" is_hidden \" : true 98 } , 99 \" display_name \" : \" string \" , 100 \" filter_view \" : { 101 \" is_hidden \" : true 102 } , 103 \" group_name \" : \" string \" , 104 \" is_active_in_detail_view \" : true , 105 \" is_bulk_action_enabled \" : true , 106 \" is_groupable \" : true , 107 \" is_hidden \" : true , 108 \" is_hidden_during_create \" : true , 109 \" is_read_only \" : true , 110 \" is_required \" : true , 111 \" is_shown_in_summary \" : true , 112 \" is_sortable \" : true , 113 \" list_view \" : { 114 \" is_hidden \""
       },
       {
-        "id": "ART-12456_KNOWLEDGE_NODE-18",
-        "text": "protect sensitive data, the DevRev SDK provides an auto-masking feature that masks data before sending to the server. Input views such as text fields, text views, and web views are automatically masked.\\n\\nWhile the auto-masking feature may be sufficient for most situations, you can manually mark additional views as sensitive using the following method:\\n\\n[code]\\n\\n    1| DevRev.markSensitiveViews(tags: any[])  \\n    ---|---\\n[/code]  \\n  \\nIf any previously masked views need to be unmasked,",
-        "title": "Features \u2014 DevRev | Docs"
+        "id": "ART-1602_KNOWLEDGE_NODE-9",
+        "title": "Get Schemas Aggregated (Beta) \u2014 DevRev | Docs",
+        "text": "\\n    69|           \"is_active_in_detail_view\": true,  \\n    70|           \"is_bulk_action_enabled\": true,  \\n    71|           \"is_currency_field\": true,  \\n    72|           \"is_groupable\": true,  \\n    73|           \"is_hidden\": true,  \\n    74|           \"is_hidden_during_create\": true,  \\n    75|           \"is_read_only\": true,  \\n    76|           \"is_required\": true,  \\n    77|           \"is_shown_in_summary\": true,  \\n    78|           \"is_sortable\": true,  \\n    79|"
       },
       {
-        "id": "ART-17230_KNOWLEDGE_NODE-7",
-        "text": "src=\"don:core:dvrv-us-1:devo/0:artifact/1\" alt=\"Alt Text\"/> |\\n```\\n\\nThe following Markdown example shows an inline attachment:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | ![Alt Text](don:core:dvrv-us-1:devo/0:artifact/1) |\\n```\\n\\nLet\\xe2\\x80\\x99s say the content of your external system looks like this:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | <p> |\\n| 2 | This is an article with one image. |\\n| 3 | </p> |\\n| 4 | <p> |\\n| 5 | <img src=\"https://devrev.zendesk.com/hc/article_attachments/29908544740244\"",
-        "title": "Rich text fields | DevRev | Docs"
+        "id": "ART-1636_KNOWLEDGE_NODE-435",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "display_name \" : \" string \" , 100 \" filter_view \" : { 101 \" is_hidden \" : true 102 } , 103 \" group_name \" : \" string \" , 104 \" is_active_in_detail_view \" : true , 105 \" is_bulk_action_enabled \" : true , 106 \" is_groupable \" : true , 107 \" is_hidden \" : true , 108 \" is_hidden_during_create \" : true , 109 \" is_read_only \" : true , 110 \" is_required \" : true , 111 \" is_shown_in_summary \" : true , 112 \" is_sortable \" : true , 113 \" list_view \" : { 114 \" is_hidden \" : true 115 } , 116 \" placeholder"
       },
       {
-        "id": "ART-17230_KNOWLEDGE_NODE-1",
-        "text": "articles](/airsync/data-model/rich-text-fields#links-to-other-articles)\\n\\n[AirSync](/airsync)[Data model](/airsync/data-model/rich-text-fields)\\n\\nRich text fields\\n================\\n\\nCopy page\\n\\nRich text in DevRev enables formatted text fields with mentions, used for issue descriptions or conversation bodies.\\n\\nA simple rich text looks like one markdown string wrapped in an array:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | [\"Hello **world**!\"] |\\n```\\n\\nMarkdown must conform to [CommonMark",
-        "title": "Rich text fields | DevRev | Docs"
+        "id": "ART-1633_KNOWLEDGE_NODE-427",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "is_read_only \" : true , 110 \" is_required \" : true , 111 \" is_shown_in_summary \" : true , 112 \" is_sortable \" : true , 113 \" list_view \" : { 114 \" is_hidden \" : true 115 } , 116 \" placeholder \" : \" string \" , 117 \" summary_view \" : { 118 \" is_hidden \" : true 119 } , 120 \" tooltip \" : \" string \" 121 } 122 } 123 } , 124 \" name \" : \" string \" , 125 \" new_value \" : { 126 \" type \" : \" bool \" , 127 \" value \" : true 128 } , 129 \" old_value \" : { 130 \" type \" : \" bool \" , 131 \" value \" : true 132 } 133"
       },
       {
-        "id": "ART-15513_KNOWLEDGE_NODE-36",
-        "text": "Input views such as text fields, text views, and web views are automatically masked.\\n\\nWhile the auto-masking feature may be sufficient for most situations, you can manually mark/unmark additional views as sensitive.\\n\\nThe SDK provides two approaches to manually mask or unmask your views, using a set of predefined tags or using the API methods.\\n\\n#### Mask using predefined tags\\n\\n##### \\n\\nUse the tag method only when you don\\xe2\\x80\\x99t have any other tag already applied to your UI",
-        "title": "Features | DevRev | Docs"
+        "id": "ART-1831_KNOWLEDGE_NODE-436",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "\" , 100 \" filter_view \" : { 101 \" is_hidden \" : true 102 } , 103 \" group_name \" : \" string \" , 104 \" is_active_in_detail_view \" : true , 105 \" is_bulk_action_enabled \" : true , 106 \" is_groupable \" : true , 107 \" is_hidden \" : true , 108 \" is_hidden_during_create \" : true , 109 \" is_read_only \" : true , 110 \" is_required \" : true , 111 \" is_shown_in_summary \" : true , 112 \" is_sortable \" : true , 113 \" list_view \" : { 114 \" is_hidden \" : true 115 } , 116 \" placeholder \" : \" string \" , 117 \""
       }
     ]
   },
@@ -509,53 +509,53 @@
     "retrievals": [
       {
         "id": "ART-1987_KNOWLEDGE_NODE-26",
-        "text": "[articles](./articles) for more information.\\n\\nOnce you have added your knowledge base, Turing can be switched on in two modes: suggestion or auto-response. You can configure Turing in **Settings > Turing Answers** and turn on the **Turing Answers** toggle.\\n\\nSuggest-only mode\\n-----------------\\n\\nComputer only suggests an answer to the user query. A support agent can accept or make edits to the answer, then send it to the user.\\n\\nContent-powered mode\\n--------------------\\n\\nComputer",
-        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "[articles](./articles) for more information.\\n\\nOnce you have added your knowledge base, Turing can be switched on in two modes: suggestion or auto-response. You can configure Turing in **Settings > Turing Answers** and turn on the **Turing Answers** toggle.\\n\\nSuggest-only mode\\n-----------------\\n\\nComputer only suggests an answer to the user query. A support agent can accept or make edits to the answer, then send it to the user.\\n\\nContent-powered mode\\n--------------------\\n\\nComputer"
       },
       {
-        "id": "ART-1987_KNOWLEDGE_NODE-24",
-        "text": "(Beta)](#goaloriented-mode-beta)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support Teams](/docs/product/support)\\n[Turing AI agent](/docs/product/conversational-bot)\\n\\nComputer for Your Customers and Turing\\n======================================\\n\\nUsing Turing, Computer can be used to deflect user queries in conversation or to suggest articles from your knowledge base for resolving tickets. It will try to answer customer queries based on the articles and QA pairs provided in the",
-        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+        "id": "ART-12391_KNOWLEDGE_NODE-25",
+        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev",
+        "text": "customer support conversations with our\\nworkflow engine. You can either build an AI agent handle to handle all or parts\\nof your customer support conversations, or you can also create deterministic\\nbutton-based flows.\\n\\nAI agents in your conversational workflow\\n-----------------------------------------\\n\\n![]()\\n\\nTo enable AI agents for customer support, please contact us through the\\nchat widget.\\n\\n### AI agents for conversations or tickets\\n\\n1. Set the trigger for workflow to start"
       },
       {
-        "id": "ART-1987_KNOWLEDGE_NODE-28",
-        "text": "Computer either creates a ticket or routes the conversation using the relevant routing rule.\\n\\n![]()\\n\\nGoal-oriented mode (Beta)\\n-------------------------\\n\\nThe goal-oriented agent allows users to create complete workflows triggered by their actions.\\n\\nGoal-oriented mode is currently in beta. Contact our support team for more information.\\n\\n[PreviousCollections](/docs/product/collection)[NextBest practices for documentation that supports AI](/docs/product/writing-bp)\\n\\n#### On this",
-        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+        "id": "ART-1987_KNOWLEDGE_NODE-27",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "automatically replies to the user query before it gets assigned to support. It goes through the knowledge base (articles and QAs), generates an answer, and checks with the user if the answer is useful or not.\\n\\n* If Computer doesn't understand the query, it gives the user an option to rephrase the question and ask again.\\n* If the user marks the answer as useful, Computer asks the user if they have more questions, then resolves the conversation.\\n* If the user marks the answer as not useful,"
       },
       {
-        "id": "ART-1987_KNOWLEDGE_NODE-23",
-        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Suggest-only mode](#suggestonly-mode)\\n* [Content-powered mode](#contentpowered-mode)\\n* [Goal-oriented mode",
-        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+        "id": "ART-1987_KNOWLEDGE_NODE-24",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "(Beta)](#goaloriented-mode-beta)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support Teams](/docs/product/support)\\n[Turing AI agent](/docs/product/conversational-bot)\\n\\nComputer for Your Customers and Turing\\n======================================\\n\\nUsing Turing, Computer can be used to deflect user queries in conversation or to suggest articles from your knowledge base for resolving tickets. It will try to answer customer queries based on the articles and QA pairs provided in the"
       },
       {
-        "id": "ART-1987_KNOWLEDGE_NODE-0",
-        "text": "b\"Turing AI agent | Computer for Support Teams | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CMD`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +",
-        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+        "id": "ART-1987_KNOWLEDGE_NODE-25",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "Knowledge base, while keeping a support agent subscribed to conversations. If it cannot answer a certain query or you request it to connect to the team, it will redirect it to the default owner of the conversation.\\n\\nWhen looking for a source to inform its answer, it will prioritize the QA pairs, which are intended to serve as definitive answers to commonly repeated questions.\\n\\n![]()\\n\\nFor Computer to suggest articles, you need to add articles to your DevRev instance. Refer to"
       },
       {
-        "id": "ART-1987_KNOWLEDGE_NODE-12",
-        "text": "Node](/docs/automations/search-node)\\n    - [Sentiment evaluator](/docs/automations/sentiment-evaluator)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Real-time sentiment evaluator](/docs/automations/realtime-sentiment-evaluator)\\n    - [Send customized emails](/docs/automations/send-emails)\\n    - [StageFlow automator](/docs/automations/stageflow-automator)\\n    - [Smart issue creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for",
-        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+        "id": "ART-1987_KNOWLEDGE_NODE-28",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "Computer either creates a ticket or routes the conversation using the relevant routing rule.\\n\\n![]()\\n\\nGoal-oriented mode (Beta)\\n-------------------------\\n\\nThe goal-oriented agent allows users to create complete workflows triggered by their actions.\\n\\nGoal-oriented mode is currently in beta. Contact our support team for more information.\\n\\n[PreviousCollections](/docs/product/collection)[NextBest practices for documentation that supports AI](/docs/product/writing-bp)\\n\\n#### On this"
       },
       {
-        "id": "ART-1987_KNOWLEDGE_NODE-29",
-        "text": "page\\n\\n* [Suggest-only mode](#suggestonly-mode)\\n* [Content-powered mode](#contentpowered-mode)\\n* [Goal-oriented mode (Beta)](#goaloriented-mode-beta)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User",
-        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+        "id": "ART-1987_KNOWLEDGE_NODE-23",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Suggest-only mode](#suggestonly-mode)\\n* [Content-powered mode](#contentpowered-mode)\\n* [Goal-oriented mode"
       },
       {
-        "id": "ART-1987_KNOWLEDGE_NODE-25",
-        "text": "Knowledge base, while keeping a support agent subscribed to conversations. If it cannot answer a certain query or you request it to connect to the team, it will redirect it to the default owner of the conversation.\\n\\nWhen looking for a source to inform its answer, it will prioritize the QA pairs, which are intended to serve as definitive answers to commonly repeated questions.\\n\\n![]()\\n\\nFor Computer to suggest articles, you need to add articles to your DevRev instance. Refer to",
-        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+        "id": "ART-1987_KNOWLEDGE_NODE-29",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "page\\n\\n* [Suggest-only mode](#suggestonly-mode)\\n* [Content-powered mode](#contentpowered-mode)\\n* [Goal-oriented mode (Beta)](#goaloriented-mode-beta)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User"
       },
       {
-        "id": "ART-1987_KNOWLEDGE_NODE-31",
-        "text": "Program](/partners)\\n* [Startups Program](/startups)\\n* [Gr.ai.ce](/graice)\\n\\n* [Security](https://security.devrev.ai/)\\n* [SLA](/legal/sla)\\n* [DPA](/legal/dpa)\\n* [Subprocessors](/security/sub-processors)\\n* [Cookie Policy](/legal/cookie-policy)\\n* [Privacy Policy](/legal/privacy-policy)\\n* [Terms of Service](/legal/terms-of-service)\\n\\n[System Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n![]()\"",
-        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+        "id": "ART-3205_KNOWLEDGE_NODE-6",
+        "title": "Set user preference for group | Automate | Snap-ins | DevRev",
+        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint"
       },
       {
-        "id": "ART-1987_KNOWLEDGE_NODE-30",
-        "text": "Insights](/for-user-insights)\\n* [Marketplace](https://marketplace.devrev.ai/)\\n\\nResources\\n\\n* [Blog](/blog)\\n* [Our Customers](/case-study)\\n* [Snap-In Extensions](https://developer.devrev.ai/public/snapin-development/concepts)\\n* [DevRevU training](/docs/DevRevU)\\n* [Documentation](https://docs.devrev.ai/)\\n* [API References](https://docs.devrev.ai/api/)\\n\\nCompany\\n\\n* [About](/about)\\n* [Events](/events)\\n* [Careers](/careers)\\n* [What Why How](/what-why-how)\\n\\nInitiatives\\n\\n* [Partner",
-        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+        "id": "ART-13023_KNOWLEDGE_NODE-11",
+        "title": "Set-Future Org Schedules \u2014 DevRev | Docs",
+        "text": "Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System"
       }
     ]
   },
@@ -564,54 +564,54 @@
     "query": "how to make MIS report with available data on DevRev",
     "retrievals": [
       {
-        "id": "ART-1963_KNOWLEDGE_NODE-15",
-        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n",
-        "title": "Accessing DevRev | Computer by DevRev | DevRev"
+        "id": "ART-1952_KNOWLEDGE_NODE-27",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "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 can also search for reports and find more on the **Explore** page.\\n\\n![]()\\n\\n### Create\\n\\nYou can create your own reports by adding a name, description, and creating widgets. Here, you'll also be able to preview your report and make any necessary"
       },
       {
-        "id": "ART-1963_KNOWLEDGE_NODE-4",
-        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to",
-        "title": "Accessing DevRev | Computer by DevRev | DevRev"
+        "id": "ART-1952_KNOWLEDGE_NODE-35",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "well.\\n\\n### Save\\n\\nAdd measures, dimensions, and filters. Experiment with arranging them, preview your changes, and remember to **Save** your widget. This ensures the widget appears on the dashboard.\\n\\n### Custom fields\\n\\nYou can also create reports based on custom fields by creating them via Object Customization. You\\xe2\\x80\\x99ll be able to utilize these custom fields in report generation, as they can be used in measures, dimensions, and filters.\\n\\n### Cross-entity"
       },
       {
-        "id": "ART-2046_KNOWLEDGE_NODE-15",
-        "text": "[Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    - [Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment",
-        "title": "DevRev for Jira app | Jira Software AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-1952_KNOWLEDGE_NODE-29",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "together to form a dashboard.\\n\\n**Data source**\\n\\nA data source specifies the backing data that powers the widget. You don\\xe2\\x80\\x99t need to worry about the data source, as it\\xe2\\x80\\x99s all auto-populated.\\n\\n**Measures & Dimensions:**\\n\\nMeasures & Dimensions provide additional details about the required columns from the base SQL-constructed view.\\n\\n* Each column that needs to be part of the visualization in the chart must be specified as either a measure or a dimension.\\n* Columns"
       },
       {
-        "id": "ART-15792_KNOWLEDGE_NODE-9",
-        "text": "information sharing and reporting by converging support, product and user data in one shared view.\\n\\nAutomated knowledge base management: AI agents remember successful resolutions and instantly apply them to future issues, reducing customer wait time.\\n\\nSource: [DevRev Support](https://devrev.ai/support)BuildWhat is DevRev Build?\\n\\nDevRev Build is a full-featured product development platform built for modern businesses and trusted by leading organizations\\n\\nKey Features:\\n\\nAuto-generate",
-        "title": "DevRev Products and Agents"
+        "id": "ART-1952_KNOWLEDGE_NODE-28",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "adjustments before finalizing it.\\n\\nWidget builder\\n--------------\\n\\nWith the widget builder, you can create custom widgets for your vista reports. You can define the widget's data source, construct measures, dimensions, and pick a suitable visualization. The widget builder offers a range of tools and options to help you create the ideal widget for your report.\\n\\nWidgets represent the building blocks of DevRev Dashboards. They are the leaf-level data visualizations which are composed"
       },
       {
-        "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 can also search for reports and find more on the **Explore** page.\\n\\n![]()\\n\\n### Create\\n\\nYou can create your own reports by adding a name, description, and creating widgets. Here, you'll also be able to preview your report and make any necessary",
-        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev"
+        "id": "ART-1652_KNOWLEDGE_NODE-269",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "endpoint for DevRev metrics data from clients.\\nRequest.\\n\\nThis endpoint expects an object.\\nmetrics list of objects Required\\nMetrics data received from Dev orgs.\\nShow 5 properties\\nAPI Reference product-usage Uoms Count.\\n\\nGET https:// api.devrev.ai / uoms.count\\nCounts the number of Unit of Measurements based on the given filters.\\nQuery parameters.\\n\\naggregation_types enum Optional\\nList of aggregation types for filtering list of UOMs.\\nShow 8 enum values\\nids string Optional\\nList of"
       },
       {
-        "id": "ART-3208_KNOWLEDGE_NODE-31",
-        "text": "Select the import you want to view.\\n3. Select the context menu (\\xe2\\x8b\\xae) > **View Report**.\\n\\n### Periodic sync\\n\\nAfter successfully importing to DevRev, you have the option to enable a periodic sync. This allows for automatic synchronization with DevRev on a regular basis. By default, the sync occurs once an hour.\\n\\nTo configure periodic sync, follow these steps:\\n\\n1. Go to **Settings** > **Integrations** > **AirSyncs**.\\n2. Locate the previously imported project.\\n3. Select the",
-        "title": "DevRev AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-1952_KNOWLEDGE_NODE-36",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "joins\\n\\nDevRev\\xe2\\x80\\x99s data model is a reflection of Computer's powerful Memory. Leveraging the data model is key to getting answers to key questions and obtaining strategic insights. Here\\xe2\\x80\\x99s the data model you\\xe2\\x80\\x99d need for constructing widgets and answer questions around a vista. For example, ticket-based vista.\\n\\nYou don\\xe2\\x80\\x99t have to worry about these join paths, as DevRev identifies the entity relationships and populate them for you. You just need to search"
       },
       {
-        "id": "ART-2046_KNOWLEDGE_NODE-4",
-        "text": "analytics](/docs/product/support-analytics)\\n\\n    - [Conversation insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  +",
-        "title": "DevRev for Jira app | Jira Software AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-1952_KNOWLEDGE_NODE-24",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "generator](#autovisualization-generator)\\n* [Preview](#preview)\\n* [Filters](#filters)\\n* [Save](#save)\\n* [Custom fields](#custom-fields)\\n* [Cross-entity joins](#crossentity-joins)\\n* [Edit](#edit)\\n* [Share](#share)\\n* [Authorization (MFZ)](#authorization-mfz)\\n\\n1. [Documentation](/docs)\\n3. [Computer by DevRev](/docs/intro)\\n[Vistas](/docs/product/vistas)\\n[Vista Reports](/docs/product/vista-reports)\\n\\nVista Reports\\n=============\\n\\nReal-time reporting represents a paradigm shift in the"
       },
       {
-        "id": "ART-738_KNOWLEDGE_NODE-8",
-        "text": "purchase a product, you consider the need, cost, runway, future needs, etc.\\n\\nNow, say you want to prioritize which work you should focus on and deliver in the next sprint. You\\xe2\\x80\\x99d need information about other items in-flight, staff workload, customer impact of items, dependent opportunities, and a lot of additional data.\\n\\nWith DevRev, we have the full context and can use that to feed into the models. With the other point systems, you\\xe2\\x80\\x99d need to consolidate somewhere",
-        "title": "DevRev | Built for AI (not by AI... yet)"
+        "id": "ART-1952_KNOWLEDGE_NODE-33",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "can see a real-time representation of the data or elements you have chosen. This feature provides you with an opportunity to review and make any necessary adjustments to ensure everything is perfectly set up. It serves as a preventive measure to help avoid mistakes or misunderstandings, ultimately saving you time and effort in the long run. Utilize the **Preview** button effectively to maintain the quality and accuracy of your reports.\\n\\n### Filters\\n\\n* **Vista Filters**: Most or all of the"
       },
       {
-        "id": "ART-15687_KNOWLEDGE_NODE-26",
-        "text": "For example, to find opportunities data, search for opportunity and select the dim\\\\_opportunity dataset.\\n4. Write a SQL query and run it.\\n\\nTesting your query in Notebook ensures you have the correct dataset for your visualization.\\n\\n* **Access the widget builder**:\\n\\nGo to the widget builder by modifying your DevRev workspace URL. For example, your\\\\_workspace\\\\_slug/widget-preview.\\nThe builder provides a boilerplate code that you can modify.\\n\\n![]()\\n\\n* **Define your dataset (Oasis",
-        "title": "Dashboards | Computer by DevRev | DevRev"
+        "id": "ART-13189_KNOWLEDGE_NODE-30",
+        "title": "March and April 2025 | Changelog | DevRev",
+        "text": "underlying object data seamlessly. This enhancement simplifies data interaction, making insights more accessible and customizable within Vista reports.\\n\\n  **Features**:\\n\\n  + Enables a default tabular view for widgets in Vista reports, carrying over the base query without the need for additional dashboard setup.\\n  + Users can view underlying data in the drill-through view and apply additional filtering within the same view.\\n\\n  **What's improved**:\\n\\n  + Users' ability to analyze the"
       },
       {
-        "id": "ART-15792_KNOWLEDGE_NODE-11",
-        "text": "to maintain visibility of resource allocation even as you scale\\n\\nProduct 360 Analytics: Enhance customer experience, product velocity, and developer productivity with robust Product 360 analytics\\n\\nCustomer-focused Development: Make development customer-focused with sprints that adapt to customer requirements\\n\\nSource: [DevRev Build](https://devrev.ai/build)User ObservabilityWhat is DevRev User Observability?\\n\\nDevRev User Observability helps you gain a clear window into your user journeys",
-        "title": "DevRev Products and Agents"
+        "id": "ART-1952_KNOWLEDGE_NODE-23",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Discover](#discover)\\n* [Create](#create)\\n* [Widget builder](#widget-builder)\\n* [Auto-visualization"
       }
     ]
   },
@@ -621,53 +621,53 @@
     "retrievals": [
       {
         "id": "ART-1277_KNOWLEDGE_NODE-6",
-        "text": "objects of type\\n   **Issue** or **Ticket** are created in DevRev.\\n2. **Text command**: This manual trigger is achieved by utilizing a slash\\n   command in the **Discussions** tab of the objects that support this feature.\\n\\n#### Action\\n\\nTo implement the desired action of adding a comment to the object timeline, it\\nis essential to identify the appropriate [API]\\nfor this task. In this scenario, the `/timeline-entries.create` API is the\\ndesignated choice for executing the action of adding a",
-        "title": "Snap-in triggered by a DevRev event | DevRev | Docs"
+        "title": "Snap-in triggered by a DevRev event | DevRev | Docs",
+        "text": "objects of type\\n   **Issue** or **Ticket** are created in DevRev.\\n2. **Text command**: This manual trigger is achieved by utilizing a slash\\n   command in the **Discussions** tab of the objects that support this feature.\\n\\n#### Action\\n\\nTo implement the desired action of adding a comment to the object timeline, it\\nis essential to identify the appropriate [API]\\nfor this task. In this scenario, the `/timeline-entries.create` API is the\\ndesignated choice for executing the action of adding a"
       },
       {
-        "id": "ART-1265_KNOWLEDGE_NODE-9",
-        "text": "timeline of an issue/ticket using the `timeline-entries.create` API with different visibilities. You can now use this to create comments on timeline using automation or manually based on your use case.\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/guides/webhooks)[#### Object customization\\n\\nNext](/guides/object-customization)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n![]()'",
-        "title": "Restricted messages on a timeline | DevRev | Docs"
+        "id": "ART-1485_KNOWLEDGE_NODE-10",
+        "title": "Snap-in triggered by a DevRev event \u2014 DevRev | Docs",
+        "text": "invoke the snap-in, two distinct triggers are implemented:\\n\\n  1. **Creation of work item** : This trigger is activated when new objects of type **Issue** or **Ticket** are created in DevRev.\\n\\n  2. **Text command** : This manual trigger is achieved by utilizing a slash command in the **Discussions** tab of the objects that support this feature.\\n\\n#### Action\\n\\nTo implement the desired action of adding a comment to the object timeline, it is essential to identify the appropriate [API] for"
       },
       {
-        "id": "ART-1425_KNOWLEDGE_NODE-2",
-        "text": "id=don:core:dvrv-us-1:devo/example:ticket/123:comment/comment-id\\n[/code]  \\n  \\nTry it\\n\\n200getExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"timeline_entry\": {  \\n    3|     \"created_by\": {  \\n    4|       \"display_id\": \"foo\",  \\n    5|       \"id\": \"foo\",  \\n    6|       \"display_name\": \"foo\",  \\n    7|       \"display_picture\": {  \\n    8|         \"display_id\": \"foo\",  \\n    9|         \"id\": \"foo\",  \\n    10|         \"file\": {  \\n    11|           \"type\": \"foo\",  \\n    12|",
-        "title": "Get Timeline Entry \u2014 DevRev | Docs"
+        "id": "ART-1485_KNOWLEDGE_NODE-33",
+        "title": "Snap-in triggered by a DevRev event \u2014 DevRev | Docs",
+        "text": "19|   const body = {  \\n    20|     object: workCreated,  \\n    21|     type: \"timeline_comment\",  \\n    22|     body: bodyComment,  \\n    23|   };  \\n    24|   \\n    25|   // Sending the request to create the timeline entry comment  \\n    26|   const response = await devrevSDK.timelineEntriesCreate(body as any);  \\n    27|   \\n    28|   // Returning the response from the DevRev SDK  \\n    29|   return response;  \\n    30| }\\n[/code]  \\n"
       },
       {
-        "id": "ART-1471_KNOWLEDGE_NODE-9",
-        "text": "}\\n[/code]  \\n  \\nYou can check the object to which you sent a message in the UI. It\\xe2\\x80\\x99s visible to the creator and the users you added in `private_to`.\\n\\n## Summary\\n\\nIn this tutorial, you learned how to post a comment on the timeline of an issue/ticket using the `timeline-entries.create` API with different visibilities. You can now use this to create comments on timeline using automation or manually based on your use case.\\n\\nWas this page helpful?YesNo\\n\\n[SDKsUp",
-        "title": "Restricted messages on a timeline \u2014 DevRev | Docs"
+        "id": "ART-1485_KNOWLEDGE_NODE-29",
+        "title": "Snap-in triggered by a DevRev event \u2014 DevRev | Docs",
+        "text": "38|     object: workCreated.id,  \\n    39|     type: \"timeline_comment\",  \\n    40|     body: bodyComment,  \\n    41|   };  \\n    42|   const response = await devrevSDK.timelineEntriesCreate(body as any);  \\n    43|   \\n    44|   // Returning the response from the DevRev SDK  \\n    45|   return response;  \\n    46| }\\n[/code]  \\n  \\nThis function illustrates the process of handling events, extracting necessary information from the payload, and utilizing the DevRev SDK to create a timeline"
       },
       {
-        "id": "ART-4184_KNOWLEDGE_NODE-28",
-        "text": "relationships.\\n\\n![]()\\n\\n* Comments synchronize only between directly linked items.\\n* Editing a comment after synchronization does not update the synchronized copies.\\n* Ticket threads are not fully supported yet. DevRev supports only one level of nesting; threaded comments in tickets are supported as flat items.\\n\\n[PreviousTicket approval workflow](/docs/automations/ticket-approval-workflow)[NextSlack message agent](/docs/automations/slack-message-agent)\\n\\n#### On this page\\n\\n* [Key",
-        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev"
+        "id": "ART-1277_KNOWLEDGE_NODE-23",
+        "title": "Snap-in triggered by a DevRev event | DevRev | Docs",
+        "text": "= event.input_data.global_values.input_field_array; |\\n| 28 |  |\\n| 29 | // Appending extra comments to the body if requested |\\n| 30 | if (extraComment) { |\\n| 31 | for (let comment of extraComments) { |\\n| 32 | bodyComment = bodyComment + \" \" + comment; |\\n| 33 | } |\\n| 34 | } |\\n| 35 |  |\\n| 36 | // Creating the timeline entry comment using DevRev SDK |\\n| 37 | const body = { |\\n| 38 | object: workCreated.id, |\\n| 39 | type: \"timeline_comment\", |\\n| 40 | body: bodyComment, |\\n| 41 | }; |\\n|"
       },
       {
-        "id": "ART-1227_KNOWLEDGE_NODE-6",
-        "text": "|\\n```\\n\\nCreates a new entry on an object\\'s timeline.\\n\\n### Headers\\n\\nAuthorizationstringRequired\\n\\nBearer authentication of the form `Bearer <token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\ntimeline\\\\_commentobjectRequired\\n\\nShow 9 properties\\n\\n### Response\\n\\nThe response to creating a timeline entry for an object.\\n\\ntimeline\\\\_entryobject\\n\\nShow 1 variants\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized",
-        "title": "Create Timeline Entry | DevRev | Docs"
+        "id": "ART-1473_KNOWLEDGE_NODE-25",
+        "title": "Snap-in triggered by an external source \u2014 DevRev | Docs",
+        "text": "append the commit message to the body of the comment  \\n    18|   let bodyComment = \"\";  \\n    19|   for (const commit of commits) {  \\n    20|     bodyComment += commit.message + \"\\\\n\";  \\n    21|   }  \\n    22|   \\n    23|   // Prepare the body for creating a timeline comment  \\n    24|   const body = {  \\n    25|     body: bodyComment,  \\n    26|     object: partID,  \\n    27|     type: \"timeline_comment\",  \\n    28|   };  \\n    29|   \\n    30|   // Create a timeline comment using the DevRev"
       },
       {
-        "id": "ART-4184_KNOWLEDGE_NODE-13",
-        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
-        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev"
+        "id": "ART-1265_KNOWLEDGE_NODE-9",
+        "title": "Restricted messages on a timeline | DevRev | Docs",
+        "text": "timeline of an issue/ticket using the `timeline-entries.create` API with different visibilities. You can now use this to create comments on timeline using automation or manually based on your use case.\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/guides/webhooks)[#### Object customization\\n\\nNext](/guides/object-customization)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n![]()'"
       },
       {
-        "id": "ART-4184_KNOWLEDGE_NODE-24",
-        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Key features](#key-features)\\n* [Installation and configuration](#installation-and-configuration)\\n* [Prerequisites](#prerequisites)\\n* [Setup steps](#setup-steps)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n\\nTicket linked issues comment sync\\n=================================\\n\\nThe **Ticket Linked",
-        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev"
+        "id": "ART-1425_KNOWLEDGE_NODE-2",
+        "title": "Get Timeline Entry \u2014 DevRev | Docs",
+        "text": "id=don:core:dvrv-us-1:devo/example:ticket/123:comment/comment-id\\n[/code]  \\n  \\nTry it\\n\\n200getExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"timeline_entry\": {  \\n    3|     \"created_by\": {  \\n    4|       \"display_id\": \"foo\",  \\n    5|       \"id\": \"foo\",  \\n    6|       \"display_name\": \"foo\",  \\n    7|       \"display_picture\": {  \\n    8|         \"display_id\": \"foo\",  \\n    9|         \"id\": \"foo\",  \\n    10|         \"file\": {  \\n    11|           \"type\": \"foo\",  \\n    12|"
       },
       {
-        "id": "ART-1227_KNOWLEDGE_NODE-1",
-        "text": "\\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/timeline-entries/create?explorer=true)\\n\\n201Created\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"timeline_entry\": { |\\n| 3 | \"created_by\": { |\\n| 4 | \"display_id\": \"string\", |\\n| 5 | \"id\": \"string\", |\\n| 6 | \"display_name\": \"string\", |\\n| 7 | \"display_picture\": { |\\n| 8 | \"display_id\": \"string\", |\\n| 9 | \"id\": \"string\", |\\n| 10 | \"file\": {",
-        "title": "Create Timeline Entry | DevRev | Docs"
+        "id": "ART-1435_KNOWLEDGE_NODE-2",
+        "title": "Get Timeline Entry (POST) \u2014 DevRev | Docs",
+        "text": "\"Content-Type: application/json\" \\\\  \\n    >|      -d \\'{  \\n    >|   \"id\": \"don:core:dvrv-us-1:devo/example:ticket/123:comment/comment-id\"  \\n    >| }\\'\\n[/code]  \\n  \\nTry it\\n\\n200timelineEntriesGetPostExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"timeline_entry\": {  \\n    3|     \"created_by\": {  \\n    4|       \"display_id\": \"foo\",  \\n    5|       \"id\": \"foo\",  \\n    6|       \"display_name\": \"foo\",  \\n    7|       \"display_picture\": {  \\n    8|         \"display_id\": \"foo\",  \\n"
       },
       {
-        "id": "ART-1435_KNOWLEDGE_NODE-2",
-        "text": "\"Content-Type: application/json\" \\\\  \\n    >|      -d \\'{  \\n    >|   \"id\": \"don:core:dvrv-us-1:devo/example:ticket/123:comment/comment-id\"  \\n    >| }\\'\\n[/code]  \\n  \\nTry it\\n\\n200timelineEntriesGetPostExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"timeline_entry\": {  \\n    3|     \"created_by\": {  \\n    4|       \"display_id\": \"foo\",  \\n    5|       \"id\": \"foo\",  \\n    6|       \"display_name\": \"foo\",  \\n    7|       \"display_picture\": {  \\n    8|         \"display_id\": \"foo\",  \\n",
-        "title": "Get Timeline Entry (POST) \u2014 DevRev | Docs"
+        "id": "ART-1490_KNOWLEDGE_NODE-42",
+        "title": "Snap-in manifest \u2014 DevRev | Docs",
+        "text": "\"don:core:<partition>:devo/<dev-org-id>:ticket/123:timeline_event/<timeline-event-id>\"  \\n    356|   },  \\n    357|   \"timeline_entry_updated\": {  \\n    358|     \"entry\": {  \\n    359|       \"created_by\": {},  \\n    360|       \"created_date\": \"2023-01-01T12:00:00.000Z\",  \\n    361|       \"display_id\": \"string\",  \\n    362|       \"id\": \"string\",  \\n    363|       \"modified_by\": {},  \\n    364|       \"modified_date\": \"2023-01-01T12:00:00.000Z\",  \\n    365|       \"object\": \"string\",  \\n    366|"
       }
     ]
   },
@@ -676,54 +676,54 @@
     "query": "DevRev Bot groups created from airdrops",
     "retrievals": [
       {
-        "id": "ART-1591_KNOWLEDGE_NODE-149",
-        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
-        "title": "Create \u2014 DevRev | Docs"
+        "id": "ART-1545_KNOWLEDGE_NODE-230",
+        "title": "Create (Beta) \u2014 DevRev | Docs",
+        "text": "https://api.devrev.ai / groups.list\\n\\nLists the available groups.\\n\\nQuery parameters.\\n\\ncursor string Optional\\n\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\n\\ngroup_type \"dynamic\" or \"static\" Optional\\n\\nFilters the groups based on the group type.\\n\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\n\\nFilter groups by ingestion source(s).\\n\\nAllowed values: airdrop scim\\nis_default boolean Optional\\n\\nWhether"
       },
       {
-        "id": "ART-1605_KNOWLEDGE_NODE-149",
-        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
-        "title": "Create \u2014 DevRev | Docs"
+        "id": "ART-1545_KNOWLEDGE_NODE-233",
+        "title": "Create (Beta) \u2014 DevRev | Docs",
+        "text": "https://api.devrev.ai / groups.list\\n\\nLists the available groups.\\n\\nRequest.\\n\\nThis endpoint expects an object.\\ncursor string Optional\\n\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\n\\ngroup_type list of \"dynamic\" or \"static\" Optional\\nAllowed values: dynamic static\\n\\nFilters the groups based on the group type.\\n\\ningestion_source list of \"airdrop\" or \"scim\" Optional\\nAllowed values: airdrop scim\\n\\nFilter groups by ingestion"
       },
       {
-        "id": "ART-1649_KNOWLEDGE_NODE-149",
-        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
-        "title": "Create \u2014 DevRev | Docs"
+        "id": "ART-8442_KNOWLEDGE_NODE-27",
+        "title": "January 2025 | Changelog | DevRev",
+        "text": "**Integrations** > **Airdrops**\\n\\n    * URL: https://app.devrev.ai/(org-name)/settings/airdrops\\n\\nWe have implemented automatic redirects, so any bookmarked links or references to the previous URL will automatically redirect to the new location. All existing functionality for managing data imports, syncs, and migrations remains unchanged.\\n\\n  * Added support for creating **Chat** objects in Airdrop. These objects facilitate capturing communication in group and direct messaging"
       },
       {
-        "id": "ART-1651_KNOWLEDGE_NODE-149",
-        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
-        "title": "Create \u2014 DevRev | Docs"
+        "id": "ART-4078_KNOWLEDGE_NODE-7",
+        "title": "Create Group \u2014 DevRev | Docs",
+        "text": "[Marketplace](https://marketplace.devrev.ai/)\\n\\nPlatform\\n\\n  * [Airdrop](https://devrev.ai/airdrop)\\n  * [Analytics](https://devrev.ai/analytics)\\n  * [Workflow Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  *"
       },
       {
-        "id": "ART-1822_KNOWLEDGE_NODE-149",
-        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
-        "title": "Create \u2014 DevRev | Docs"
+        "id": "ART-4081_KNOWLEDGE_NODE-11",
+        "title": "List Groups \u2014 DevRev | Docs",
+        "text": "[Marketplace](https://marketplace.devrev.ai/)\\n\\nPlatform\\n\\n  * [Airdrop](https://devrev.ai/airdrop)\\n  * [Analytics](https://devrev.ai/analytics)\\n  * [Workflow Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  *"
       },
       {
-        "id": "ART-1832_KNOWLEDGE_NODE-149",
-        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
-        "title": "Create \u2014 DevRev | Docs"
+        "id": "ART-4082_KNOWLEDGE_NODE-11",
+        "title": "List Groups (POST) \u2014 DevRev | Docs",
+        "text": "[Marketplace](https://marketplace.devrev.ai/)\\n\\nPlatform\\n\\n  * [Airdrop](https://devrev.ai/airdrop)\\n  * [Analytics](https://devrev.ai/analytics)\\n  * [Workflow Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  *"
       },
       {
-        "id": "ART-1300_KNOWLEDGE_NODE-153",
-        "text": "iteration starts from the beginning.\\ngroup_type \"dynamic\" or \"static\" Optional\\nFilters the groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the",
-        "title": "Create \u2014 DevRev | Docs"
+        "id": "ART-4080_KNOWLEDGE_NODE-6",
+        "title": "Get Group (POST) \u2014 DevRev | Docs",
+        "text": "[Marketplace](https://marketplace.devrev.ai/)\\n\\nPlatform\\n\\n  * [Airdrop](https://devrev.ai/airdrop)\\n  * [Analytics](https://devrev.ai/analytics)\\n  * [Workflow Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  *"
       },
       {
-        "id": "ART-1637_KNOWLEDGE_NODE-149",
-        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
-        "title": "Delete \u2014 DevRev | Docs"
+        "id": "ART-4079_KNOWLEDGE_NODE-7",
+        "title": "Get Group \u2014 DevRev | Docs",
+        "text": "[Marketplace](https://marketplace.devrev.ai/)\\n\\nPlatform\\n\\n  * [Airdrop](https://devrev.ai/airdrop)\\n  * [Analytics](https://devrev.ai/analytics)\\n  * [Workflow Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  *"
       },
       {
-        "id": "ART-1821_KNOWLEDGE_NODE-149",
-        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
-        "title": "Delete \u2014 DevRev | Docs"
+        "id": "ART-1948_KNOWLEDGE_NODE-23",
+        "title": "Groups | Computer by DevRev | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Admin privileges](#admin-privileges)\\n* [Creating a new group](#creating-a-new-group)\\n* [Managing group"
       },
       {
-        "id": "ART-1824_KNOWLEDGE_NODE-149",
-        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
-        "title": "Delete \u2014 DevRev | Docs"
+        "id": "ART-4078_KNOWLEDGE_NODE-11",
+        "title": "Create Group \u2014 DevRev | Docs",
+        "text": "AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a"
       }
     ]
   },
@@ -732,54 +732,54 @@
     "query": "SLA for Next Response stop when stage is moved back to Awaiting Customer",
     "retrievals": [
       {
-        "id": "ART-1974_KNOWLEDGE_NODE-28",
-        "text": "transitions from *new* to *waiting on user*. When a customer responds back to support, the stage transitions to *needs response*.\\n\\n  Towards the end of the conversation when the resolution is expected to be valid, the customer experience engineer asks the customer to acknowledge their concerns have been resolved. When the customer experience engineer asks this question the stage transitions to *waiting on user*, and if they validate it moves to *needs response* for the customer experience",
-        "title": "Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-36",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "conversations:\\n\\n**Tickets**\\n\\n| Metric | Default conditions | Start event | End event | Pause event | Resume event |\\n| --- | --- | --- | --- | --- | --- |\\n| First response time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\\n| Next response time | * Ticket created by"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-43",
-        "text": "*awaiting customer response* until the customer responds.\\n\\n  In certain scenarios, the customer experience engineer may be able to resolve the customer's concern. If that's the case, they would ask the customer if their resolution has resolved their concern and the stage would move to the *awaiting customer response*. Once the concern is resolved and the customer acknowledges the resolution, the stage may move to *resolved*. If the concern isn't resolved, the stage may change back to *work in",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-34",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "target defined in the policy.\\n* *Breached*: The time spent by the SLA metric is greater than or equal to the breach target defined in the policy.\\n* *Paused*: The metric is currently paused based on some conditions. For example, when a ticket moves to awaiting customer response.\\n* *Completed*: The conversation or ticket has reached the completion condition.\\n\\nBased on business hours defined for an organization, *Active/Close to breach/Breached* metrics can change schedules. Metrics move out"
       },
       {
-        "id": "ART-1974_KNOWLEDGE_NODE-32",
-        "text": "have been completed the stage transitions to *needs response* to bring to the customer experience engineer's attention. Upon review they may put the conversation back on *hold* to re-escalate the item. If the dependencies seem to be resolved the customer experience engineer responds to the customer and the stage transitions to *waiting on user*.\\n\\n**Closed**\\n\\n* *Resolved* (R)\\n\\n  The final target stage for conversations. It means that the customer's concerns which led to the conversation",
-        "title": "Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-43",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "*awaiting customer response* until the customer responds.\\n\\n  In certain scenarios, the customer experience engineer may be able to resolve the customer's concern. If that's the case, they would ask the customer if their resolution has resolved their concern and the stage would move to the *awaiting customer response*. Once the concern is resolved and the customer acknowledges the resolution, the stage may move to *resolved*. If the concern isn't resolved, the stage may change back to *work in"
       },
       {
-        "id": "ART-1974_KNOWLEDGE_NODE-30",
-        "text": "stage.\\n* *Needs response* (NR)\\n\\n  The customer has responded; the customer experience engineer needs to review the item and respond or resolve the issue if the user requests or validates the fix. When a customer experience engineer responds the stage transitions to *waiting on user*.\\n\\n  In certain cases it may be necessary to escalate the item internally where the conversation may depend on tickets, issues, or a response from someone other than themselves. In this case the stage",
-        "title": "Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-37",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "a customer  * The ticket was created by a customer experience engineer but reported by a customer | A new comment on the ticket by the customer after the customer experience engineer replied | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\\n| Full resolution time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | The"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-40",
-        "text": "conversation moves to any stage except Waiting on User |\\n\\nViewing SLAs\\n------------\\n\\nThe SLA targets applied to a particular conversation can be viewed in the **Inbox** and the **Conversation Detailed** view. For a ticket in any of the ticket vistas.\\n\\nWhen there are two active metrics, vista displays the one closest to the breach. In the case of a conversation where both the first response and full resolution metrics are active, and the first response is due in five minutes but the full",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-38",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "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| --- | --- | --- | --- | --- | --- |\\n| First response time | The first message sent by a customer | Conversation created | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is"
       },
       {
-        "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| --- | --- | --- | --- | --- | --- |\\n| First response time | The first message sent by a customer | Conversation created | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-39",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "marked as spam |  |  |\\n| Next response time |  | A new message on the conversation with the customer after the customer experience engineer replied | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is marked as spam |  |  |\\n| Full resolution time |  | Conversation created | * The conversation has moved to the Resolved/Archived  * The conversation is marked as spam | The conversation is moved to Waiting on User | The"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-41",
-        "text": "resolution is due in one day, the vista displays five minutes. In the case where the first response isn't provided within five minutes, the timer displays negative values (such as -10m), which indicates that it's been 10 minutes since the first response was due. Conversations or tickets can also be grouped by SLA stages.\\n\\nIn the **Detailed View**, all metrics applied to the ticket or conversation can be viewed along with their current stage.\\n\\nFiltering tickets by Next SLA",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-35",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "of schedule when they remain at the same stage, but time spent out of schedule isn't included in the calculation.\\n\\n![]()\\n\\nIf the customer account is updated after the ticket is created, all SLA metrics will be recalculated based on the updated customer account information. Any previous SLA breaches or achievements will be discarded, and new calculations will be applied according to the updated SLA.\\n\\nThe following table describes how each metric works for tickets and"
       },
       {
-        "id": "ART-1981_KNOWLEDGE_NODE-27",
-        "text": "Periodically group the **Inbox** by stage and make sure there conversations only in *hold* or *awaiting customer response* stages.\\n* Let the customer know when a ticket linked to a conversation is closed and request their verification.\\n* Once all tickets of a conversation are resolved and the customer is satisfied, resolve the conversation.\\n* Move new tickets to the *awaiting product assist* stage.\\n\\nRespond to conversations\\n------------------------\\n\\n* Respond as fast as possible to any",
-        "title": "Support best practices | Computer for Support Teams | DevRev"
+        "id": "ART-2009_KNOWLEDGE_NODE-28",
+        "title": "Convergence | Automate | Snap-ins | DevRev",
+        "text": "ticket's stage when linked issue is linked or unlinked.\\n* Close pending tickets if they have remained in the *Awaiting customer response* stage for longer than x days.\\n* Update ticket's stage to waiting on user when user reverts on new conversation.\\n* Update ticket's stage to *Accepted* and notify owner and customers when an enhancement in ideation stage is linked.\\n* Update a spam conversation's stage to *Suspended*.\\n* Update a spam ticket's stage to"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-39",
-        "text": "marked as spam |  |  |\\n| Next response time |  | A new message on the conversation with the customer after the customer experience engineer replied | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is marked as spam |  |  |\\n| Full resolution time |  | Conversation created | * The conversation has moved to the Resolved/Archived  * The conversation is marked as spam | The conversation is moved to Waiting on User | The",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-41",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "resolution is due in one day, the vista displays five minutes. In the case where the first response isn't provided within five minutes, the timer displays negative values (such as -10m), which indicates that it's been 10 minutes since the first response was due. Conversations or tickets can also be grouped by SLA stages.\\n\\nIn the **Detailed View**, all metrics applied to the ticket or conversation can be viewed along with their current stage.\\n\\nFiltering tickets by Next SLA"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-44",
-        "text": "progress* as the customer experience engineer continues to work on it.\\n* *Awaiting product assist* (APA)\\n\\n  The customer experience engineer is waiting for a response or feedback from someone internally. They may need to escalate the ticket. There may be a corresponding [issue](./issues) created to fix the defect, which would transition the stage to *awaiting development*.\\n* Awaiting customer response (ACR)\\n\\n  The customer experience engineer requires more detail or another response from",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-2695_KNOWLEDGE_NODE-33",
+        "title": "Operational-level agreement | Computer for Support Teams | DevRev",
+        "text": "meets or exceeds the close-to-breach target set in the policy.\\n* **Breached**: The time spent meets or exceeds the breach target set in the policy.\\n* **Paused**: The metric is paused based on stage conditions in the snap-in.\\n* **Completed**: The *stop* condition has been met.\\n\\nMetrics in the *Active*, *Close to Breach*, or *Breached* stages may follow business hours, moving in and out of schedule without including out-of-schedule time in calculations.\\n\\nIn the **Detailed** view, all"
       }
     ]
   },
@@ -788,54 +788,54 @@
     "query": "workflow send message on Slack operation execution failed Something went wrong",
     "retrievals": [
       {
-        "id": "ART-10697_KNOWLEDGE_NODE-28",
-        "text": "'Send Slack Message' workflow node to include a DevRev object.\\n* Dependent field support in slack\\n\\n![]()\\xc2\\xa0For more information about *Channels*, refer to the following articles: \\xe2\\x80\\xa3 [WhatsApp | Integrate | Snap-ins](/docs/integrations/whatsapp) \\xe2\\x80\\xa3 [Slack | Integrate | Snap-ins](/docs/integrations/slack) \\xe2\\x80\\xa3 [SLA status change Slack notifier | Automate | Snap-ins](/docs/automations/sla-change-notifier)\\n\\n![]()\\n\\n### Slack App\\n\\nMulti-region Slack support",
-        "title": "February 2025 | Changelog | DevRev"
+        "id": "ART-2035_KNOWLEDGE_NODE-51",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "Slack.\\n\\nFor example:\\n\\n* /devrev view TKT-#\\n* /devrev view ISS-#\\n\\nThese commands open the specific object mentioned in the command.\\n\\nCreating custom workflows\\n-------------------------\\n\\nThe users can configure their own workflows around Slack using DevRev's workflow engine.\\n\\n| Workflow Action | Description | Inputs | Outputs |\\n| --- | --- | --- | --- |\\n| Send message on Slack | - Use this workflow node to send a message to any Slack channel as long as the DevRev app has access to"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-12",
-        "text": "sync](/docs/automations/org-tags-sync)\\n    - [Search Node](/docs/automations/search-node)\\n    - [Sentiment evaluator](/docs/automations/sentiment-evaluator)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Real-time sentiment evaluator](/docs/automations/realtime-sentiment-evaluator)\\n    - [Send customized emails](/docs/automations/send-emails)\\n    - [StageFlow automator](/docs/automations/stageflow-automator)\\n    - [Smart issue",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-4206_KNOWLEDGE_NODE-14",
+        "title": "Agents async API | DevRev | Docs",
+        "text": "|\\n```\\n\\n### Error message\\n\\nThis event indicates an error occurred during execution.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"payload\": { |\\n| 3 | \"ai_agent_response\": { |\\n| 4 | \"agent\": \"don:core:dvrv-us-1:devo/xyz:ai_agent/123\", |\\n| 5 | \"agent_response\": \"error\", |\\n| 6 | \"client_metadata\": { |\\n| 7 | /* your original metadata */ |\\n| 8 | }, |\\n| 9 | \"error\": { |\\n| 10 | \"error\": \"Error description\" |\\n| 11 | }, |\\n| 12 | \"session\":"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-16",
-        "text": "sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n  + [Integrate](/docs/integrate)\\n\\n    - [Bitbucket](/docs/integrations/bitbucket)\\n    - [Calendly](/docs/integrations/calendly)\\n    - [Coralogix security integration](/docs/integrations/coralogix)\\n    - [Datadog](/docs/integrations/datadog)\\n    - [Google Calendar AirSync](/docs/integrations/google-calendar-airdrop)\\n    - [Email](/docs/integrations/email)\\n\\n",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-1289_KNOWLEDGE_NODE-12",
+        "title": "Hooks | DevRev | Docs",
+        "text": "the update hook isn\\xe2\\x80\\x99t executed.\\n\\nAn error can be returned by throwing the following from the function\\xe2\\x80\\x99s `run` method:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | export const run = async (events: any[]) => { |\\n| 2 | if (events[0].execution_metadata.event_type === \"hook:snap_in_update\"){ |\\n| 3 | ... update logic |\\n| 4 | // throw an error to fail the hook |\\n| 5 | throw \"failed to update webhook on XYZ\"; |\\n| 6 | } |\\n| 7 | }; |\\n```\\n\\nThe following diagram illustrates the"
       },
       {
-        "id": "ART-2035_KNOWLEDGE_NODE-48",
-        "text": "channel.\\n\\n1. **Sync messages with the thread (for incidents created from Slack)**\\n\\n* Works only for incidents created from Slack.\\n* It syncs messages with the originating thread, similar to ticket and issue work items.\\n\\n1. **Sync messages with the notification thread**\\n\\n* Syncs with the thread of the incident notification sent on the channel mentioned in the **Channel ID to send incident notifications** configuration.\\n* Works for all incidents irrespective of source channel or",
-        "title": "Slack | Integrate | Snap-ins | DevRev"
+        "id": "ART-10697_KNOWLEDGE_NODE-28",
+        "title": "February 2025 | Changelog | DevRev",
+        "text": "'Send Slack Message' workflow node to include a DevRev object.\\n* Dependent field support in slack\\n\\n![]()\\xc2\\xa0For more information about *Channels*, refer to the following articles: \\xe2\\x80\\xa3 [WhatsApp | Integrate | Snap-ins](/docs/integrations/whatsapp) \\xe2\\x80\\xa3 [Slack | Integrate | Snap-ins](/docs/integrations/slack) \\xe2\\x80\\xa3 [SLA status change Slack notifier | Automate | Snap-ins](/docs/automations/sla-change-notifier)\\n\\n![]()\\n\\n### Slack App\\n\\nMulti-region Slack support"
       },
       {
-        "id": "ART-4199_KNOWLEDGE_NODE-13",
-        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
-        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+        "id": "ART-1494_KNOWLEDGE_NODE-8",
+        "title": "Hooks \u2014 DevRev | Docs",
+        "text": "idempotent.\\n\\nThe event.payload field is an empty json object `{}`.\\n\\nAn error can be returned by throwing the following from the function\\xe2\\x80\\x99s `run` method:\\n\\n[code]\\n\\n    1| export const run = async (events: any[]) => {  \\n    ---|---  \\n    2|   if (events[0].execution_metadata.event_type === \"hook:snap_in_activate\"){  \\n    3|     ... activation logic  \\n    4|     // throw an error to fail the hook  \\n    5|     throw \"failed to activate webhook on XYZ\";  \\n    6|   }  \\n    7|"
       },
       {
-        "id": "ART-4199_KNOWLEDGE_NODE-10",
-        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -",
-        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+        "id": "ART-1289_KNOWLEDGE_NODE-7",
+        "title": "Hooks | DevRev | Docs",
+        "text": "error can be returned by throwing the following from the function\\xe2\\x80\\x99s `run` method:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | export const run = async (events: any[]) => { |\\n| 2 | if (events[0].execution_metadata.event_type === \"hook:snap_in_activate\"){ |\\n| 3 | ... activation logic |\\n| 4 | // throw an error to fail the hook |\\n| 5 | throw \"failed to activate webhook on XYZ\"; |\\n| 6 | } |\\n| 7 | }; |\\n```\\n\\n### Deactivate hook\\n\\nThe deactivate hook is executed when the snap-in user"
       },
       {
-        "id": "ART-4199_KNOWLEDGE_NODE-28",
-        "text": "**Trigger URL** that is displayed.\\n6. Paste the Trigger URL under **Enable Events** in the custom Slack bot.\\n\\n[PreviousTicket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)[NextIntegrate](/docs/integrate)\\n\\n#### On this page\\n\\n* [Install](#install)\\n* [Configure the custom Slack bot](#configure-the-custom-slack-bot)\\n* [Configure DevRev](#configure-devrev)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about",
-        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+        "id": "ART-2035_KNOWLEDGE_NODE-52",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "the channel.  - Private channels are supported only if the DevRev app is a member of the channel. | - Slack connection   - Slack channel id   - Text message to send   - Objects to mention with message   - If any object is added here, a summary card of that object is sent with the message. | Slack message ID |\\n| Create new Slack channel | Use this workflow node to create a new Slack channel. | - Slack connection   - Channel name   Make sure this is unique. It is recommended to create this name"
       },
       {
-        "id": "ART-4199_KNOWLEDGE_NODE-17",
-        "text": "[Slack](/docs/integrations/slack)\\n    - [WhatsApp](/docs/integrations/whatsapp)\\n    - [GitHub](/docs/integrations/github)\\n    - [GitLab](/docs/integrations/gitlab)\\n    - [Harness](/docs/integrations/harness)\\n    - [Marker.io](/docs/integrations/marker-io)\\n    - [Instabug](/docs/integrations/instabug)\\n    - [Qase](/docs/integrations/qase)\\n    - [Tracxn Integration](/docs/integrations/tracxn-integration)\\n    - [Twilio](/docs/integrations/twilio)\\n    - [Glean](/docs/integrations/glean)\\n",
-        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-3",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "management](/docs/product/workflow-management)\\n    - [Workflow nodes](/docs/product/workflow-nodes)\\n    - [Troubleshooting](/docs/product/troubleshooting-workflows)\\n  + [Templates](/docs/product/template)\\n  + [Accessing DevRev](/docs/product/ui)\\n  + [External identity provider setup](/docs/product/sso-saml)\\n  + [Remote MCP server](/docs/product/remote-mcp)\\n* [Computer for Support Teams](/docs/product/support)\\n\\n  + [Inbox](/docs/product/inbox)\\n  + [Support"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-25",
-        "text": "ticket\\'s owner and subscribers, when a ticket\\'s resolution time SLA changes into the *Warning* or *Breached* stage.\\n\\n![]()\\n\\nFor more information, refer to the\\n[SLA status change Slack notifier snap-in](/marketplace/sla-status-change-slack-notifier) on the DevRev\\nmarketplace.\\n\\nInstallation\\n------------\\n\\n1. Create a Slack app for your workspace in <https://api.slack.com/apps>.\\n2. In App features, generate bot token in **OAuth & Permissions**.\\n3. Grant the app bot the following",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-1494_KNOWLEDGE_NODE-11",
+        "title": "Hooks \u2014 DevRev | Docs",
+        "text": "of the snap-in.  \\n        is_deletion: boolean;  \\n    }\\n[/code]  \\n  \\nAn error can be returned by throwing the following from the function\\xe2\\x80\\x99s `run` method:\\n\\n[code]\\n\\n    1| export const run = async (events: any[]) => {  \\n    ---|---  \\n    2|   if (events[0].execution_metadata.event_type === \"hook:snap_in_deactivate\"){  \\n    3|     ... deactivation logic  \\n    4|     // throw an error to fail the hook  \\n    5|     throw \"failed to deactivate webhook on XYZ\";  \\n    6|   }"
       },
       {
-        "id": "ART-4199_KNOWLEDGE_NODE-27",
-        "text": "message.channels.\\n7. Add this custom app and the **DevRev Slack Bot** into the Slack channel from which you want to create the DevRev object.\\n\\nConfigure DevRev\\n----------------\\n\\n1. Add the Slack Signing Secret and Slack Bot Token copied from the custom Slack bot app.\\n2. Add the channel IDs for either incidents, tickets or issues.\\n3. Click the respective buttons to enable the sync between threads.\\n4. Select the part ID to associate a particular part.\\n5. Click **Save** and copy the",
-        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+        "id": "ART-17220_KNOWLEDGE_NODE-9",
+        "title": "Attachments extraction | DevRev | Docs",
+        "text": "console.warn(\\'Failed attachment metadata\\', item); |\\n| 22 | } |\\n| 23 |  |\\n| 24 | return { |\\n| 25 | error: { |\\n| 26 | message: `Failed to fetch attachment ${id} from URL.`, |\\n| 27 | }, |\\n| 28 | }; |\\n| 29 | } |\\n| 30 | } |\\n```\\n\\nEmitting responses\\n------------------\\n\\nThe snap-in must send exactly one response to AirSync when extraction is complete:\\n\\nSuccess response\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | await adapter.emit(ExtractorEventType.ExtractionAttachmentsDone);"
       }
     ]
   },
@@ -844,54 +844,54 @@
     "query": "change and customize chat design",
     "retrievals": [
       {
-        "id": "ART-12974_KNOWLEDGE_NODE-2",
-        "text": "{  \\n    ---|---  \\n    2|   \"chat\": {  \\n    3|     \"type\": \"foo\"  \\n    4|   }  \\n    5| }\\n[/code]  \\n  \\n[Create Code ChangeUp Next](/public/api-reference/code-changes/create)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  *",
-        "title": "Update Chat \u2014 DevRev | Docs"
+        "id": "ART-3109_KNOWLEDGE_NODE-25",
+        "title": "Plug widget customization | Computer for Your Customers | DevRev",
+        "text": "Plug widget to reflect your unique identity truly.\\n\\nTo configure the appearance of your Plug widget, open your DevRev app and navigate to **Settings > Support > Plug Chat > Configuration, Styling, and Layout**.\\n\\n### Configuration\\n\\n* Hide Plug widget: Hide the Plug Widget on specific URLs by clicking **+ Rule** and adding the URLs you want to configure.\\n\\n### Styling\\n\\n* Launcher logo: The image that's visible as your widget icon. A 20-pixel square image is recommended.\\n* Alignment: The"
       },
       {
-        "id": "ART-15306_KNOWLEDGE_NODE-3",
-        "text": "Change\\n\\nNext](/api-reference/code-changes/create)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Update Chat | DevRev | Docs"
+        "id": "ART-12974_KNOWLEDGE_NODE-2",
+        "title": "Update Chat \u2014 DevRev | Docs",
+        "text": "{  \\n    ---|---  \\n    2|   \"chat\": {  \\n    3|     \"type\": \"foo\"  \\n    4|   }  \\n    5| }\\n[/code]  \\n  \\n[Create Code ChangeUp Next](/public/api-reference/code-changes/create)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  *"
       },
       {
-        "id": "ART-2059_KNOWLEDGE_NODE-5",
-        "text": "Jul 06 to Jul 19, 2023 Jun 20 to Jul 05, 2023 Jun 05 to Jun 19, 2023 May 22 to Jun 05, 2023 Apr 22 to May 22, 2023\\n\\nDeveloper DevRevU\\n\\nOn this page\\nIntegration code Unique app ID Setup for HTML Setup for React\\nInstall PLuG chat on your website.\\n\\nThere are two primary methods to customize PLuG chat. The easiest way is to do so through the app by navigating to Settings > Support > PLuG Settings > Configuration, Styling and Layout Tabs.. For detailed descriptions of the parameters, refer",
-        "title": "Install PLuG chat on your website"
+        "id": "ART-15496_KNOWLEDGE_NODE-1",
+        "title": "Custom implementation | DevRev | Docs",
+        "text": "SDK](/sdks/web/installation)\\n\\nCustom implementation\\n=====================\\n\\nCopy page\\n\\nPlug has a completely [no-code way](https://docs.devrev.ai/plug/customize#branding-style-and-layout) of changing the look and interaction of your widget. In case you wish to make your Plug widget more interactive and customized to how your app is structured, you can use these customization properties to set up your widget.\\n\\n##### \\n\\nIf you have customized these properties of the widget through the"
       },
       {
-        "id": "ART-15306_KNOWLEDGE_NODE-0",
-        "text": "b'Update Chat | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[chats](/api-reference/chats/create)\\n\\nUpdate Chat\\n===========\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/chats.update\\n\\nPOST\\n\\n/chats.update\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/chats.update \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n|",
-        "title": "Update Chat | DevRev | Docs"
+        "id": "ART-2900_KNOWLEDGE_NODE-2",
+        "title": "Custom implementation \u2014 DevRev | Docs",
+        "text": "theme](/public/sdks/web/customize#lightdark-theme)\\n\\n[SDKs](/public/sdks)[PLuG Web SDK](/public/sdks/web/installation)\\n\\n#\\n\\nCustom implementation\\n\\nPLuG has a completely [no-code way](https://docs.devrev.ai/plug/customize#branding-style-and-layout) of changing the look and interaction of your widget. In case you wish to make your PLuG widget more interactive and customized to how your app is structured, you can use these customization properties to set up your widget.\\n\\n#####\\n\\nIf you"
       },
       {
-        "id": "ART-12971_KNOWLEDGE_NODE-3",
-        "text": ">|   ]  \\n    >| }\\'\\n[/code]  \\n  \\nTry it\\n\\n201chatsCreateExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"chat\": {  \\n    3|     \"type\": \"foo\"  \\n    4|   }  \\n    5| }\\n[/code]  \\n  \\n[Get ChatUp Next](/public/api-reference/chats/get)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  *",
-        "title": "Create Chat \u2014 DevRev | Docs"
+        "id": "ART-3109_KNOWLEDGE_NODE-26",
+        "title": "Plug widget customization | Computer for Your Customers | DevRev",
+        "text": "side of the screen you want to show your widget on (left or right).\\n* Spacing: The horizontal distance from the aligned side (left or right) and the vertical distance from the bottom of the screen.\\n* Brand logo: The image visible to your users in the top-right corner when they open the widget. A 20-pixel square image is recommended.\\n* Appearance: The theme of the widget (light or dark).\\n* Accent color: The color of the buttons on the widget.\\n\\n### Layout\\n\\n* Title: The greeting message"
       },
       {
-        "id": "ART-12974_KNOWLEDGE_NODE-9",
-        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'",
-        "title": "Update Chat \u2014 DevRev | Docs"
+        "id": "ART-1466_KNOWLEDGE_NODE-13",
+        "title": "Methods \u2014 DevRev | Docs",
+        "text": "color of the PLuG affects the launcher, new ticket and conversation buttons, conversation user text, and more.                                                                                                                                                                       |  String                           | \\n|  A CSS selector string is used to match the element to which the widget will be attached. You can also set this selector from the PLuG settings on app.devrev.ai. If both sources"
       },
       {
-        "id": "ART-15301_KNOWLEDGE_NODE-3",
-        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Create Chat | DevRev | Docs"
+        "id": "ART-1847_KNOWLEDGE_NODE-12",
+        "title": "Customizing snap-in configuration \u2014 DevRev | Docs",
+        "text": "\"value\": \"conversation\"  \\n    36|                       }  \\n    37|                     ],  \\n    38|                     \"type\": \"static_select\"  \\n    39|                   },  \\n    40|                   \"type\": \"input_layout\"  \\n    41|                 }  \\n    42|               ],  \\n    43|               \"submit_action\": {  \\n    44|                 \"action_id\": \"next\",  \\n    45|                 \"style\": \"primary\",  \\n    46|                 \"text\": {  \\n    47|"
       },
       {
-        "id": "ART-3109_KNOWLEDGE_NODE-29",
-        "text": "go to **Settings > Support > Plug Chat > Layout** through the settings icon on the top-left corner.\\n2. Select **Add a Card** and enter a title, description, image, and redirect URL.\\n3. Click **Save and Publish** in the top-right corner. The new card is visible in your Plug widget.\\n\\nWant to add more personalization to your Plug widget? Create your own. Visit [SDK Methods and Customization](https://developer.devrev.ai/sdks/web/customize) to create your own Plug from the ground",
-        "title": "Plug widget customization | Computer for Your Customers | DevRev"
+        "id": "ART-15496_KNOWLEDGE_NODE-0",
+        "title": "Custom implementation | DevRev | Docs",
+        "text": "b\"Custom implementation | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\nOn this page\\n\\n* [Code sandbox](/sdks/web/customize#code-sandbox)\\n* [Properties](/sdks/web/customize#properties)\\n* [Plug launcher](/sdks/web/customize#plug-launcher)\\n* [Widget alignment](/sdks/web/customize#widget-alignment)\\n* [Spacing](/sdks/web/customize#spacing)\\n* [Light/dark theme](/sdks/web/customize#lightdark-theme)\\n\\n[SDKs](/sdks)[Plug Web"
       },
       {
-        "id": "ART-2897_KNOWLEDGE_NODE-7",
-        "text": "button text for new tickets and conversations, conversation user text, and more. It must be a valid hex color code, such as `#f0f0f0`.| String  \\n`session_recording_options`| Options for recording observability sessions.| Refer to [Session recording options](https://devrev.ai/docs/plug/session-recording)  \\n`accent_color`| The accent color of the PLuG affects the launcher, new ticket and conversation buttons, conversation user text, and more.| String  \\n`custom_launcher_selector`| A CSS",
-        "title": "Methods \u2014 DevRev | Docs"
+        "id": "ART-15496_KNOWLEDGE_NODE-6",
+        "title": "Custom implementation | DevRev | Docs",
+        "text": "from the bottom of the launcher.\\n\\n  The default value is `10px`.\\n* The `side` property determines the spacing of the widget from the launcher icon.\\n\\n  The default value is `0px`.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | spacing?:{ |\\n| 2 | bottom?: '10px', |\\n| 3 | side?:'10px', |\\n| 4 | } |\\n```\\n\\n### Light/dark theme\\n\\nSet the theme of the Plug widget.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | theme?: 'dark' | 'light'; |\\n```\\n\\nThe default value is `light`.\\n\\nWas this page"
       },
       {
-        "id": "ART-12971_KNOWLEDGE_NODE-9",
-        "text": "Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'",
-        "title": "Create Chat \u2014 DevRev | Docs"
+        "id": "ART-1466_KNOWLEDGE_NODE-15",
+        "title": "Methods \u2014 DevRev | Docs",
+        "text": "|  {bottom: string; side: string;}  | \\n|  The color scheme for the launcher and widget."
       }
     ]
   },
@@ -900,54 +900,54 @@
     "query": "Vista export as CSV error invalid_field sort_groups_by",
     "retrievals": [
       {
-        "id": "ART-1949_KNOWLEDGE_NODE-27",
-        "text": "bar.\\n\\n![]()\\n\\nTo export vistas to CSV or JSON, click **Actions** and select the format in which you want to export the vista. This allows you to export this data with the filters applied (segmented by owners or some filters). Cross-functional teams can collaborate on this data or import it into other platforms.\\n\\nDelete a vista\\n--------------\\n\\n1. Select the vista you want to delete from **My list** and click the edit button next to the name of your vista.\\n2. Click **Remove access**.\\n3.",
-        "title": "Vistas | Computer by DevRev | DevRev"
+        "id": "ART-1652_KNOWLEDGE_NODE-150",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "Optional\\nThe iteration mode to use, otherwise if not set, then \"after\" is used.\\nAllowed values: after before\\nsort_by string Optional\\nComma-separated fields to sort the groups by.\\nResponse.\\n\\nThis endpoint returns an object.\\ngroups list of objects\\nThe list of groups.\\nShow 11 properties\\nnext_cursor string Optional\\nThe cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist.\\nprev_cursor string Optional\\nThe cursor used to"
       },
       {
-        "id": "ART-15481_KNOWLEDGE_NODE-6",
-        "text": "not set, then no later elements exist.\\n\\nprev\\\\_cursorstring or null`format: \"text\"`\\n\\nThe cursor used to iterate preceding results in accordance to the\\nsort order. If not set, then no prior elements exist.\\n\\nvista\\\\_grouplist of objects or null\\n\\nList of vista group items.\\n\\nShow 3 variants\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable",
-        "title": "List Vistas Groups | DevRev | Docs"
+        "id": "ART-1302_KNOWLEDGE_NODE-161",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "will always be returned in the specified sort-by order.\\nsort_by list of strings Optional\\nComma-separated fields to sort the groups by.\\nResponse.\\n\\nThis endpoint returns an object.\\ngroups list of objects\\nThe list of groups.\\nShow 11 properties\\nnext_cursor string Optional\\nThe cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist.\\nprev_cursor string Optional\\nThe cursor used to iterate preceding results in accordance to the"
       },
       {
-        "id": "ART-1302_KNOWLEDGE_NODE-161",
-        "text": "will always be returned in the specified sort-by order.\\nsort_by list of strings Optional\\nComma-separated fields to sort the groups by.\\nResponse.\\n\\nThis endpoint returns an object.\\ngroups list of objects\\nThe list of groups.\\nShow 11 properties\\nnext_cursor string Optional\\nThe cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist.\\nprev_cursor string Optional\\nThe cursor used to iterate preceding results in accordance to the",
-        "title": "Export \u2014 DevRev | Docs"
+        "id": "ART-1652_KNOWLEDGE_NODE-153",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "iteration mode to use. If \"after\", then entries after the provided cursor will be returned, or if no cursor is provided, then from the beginning. If \"before\", then entries before the provided cursor will be returned, or if no cursor is provided, then from the end. Entries will always be returned in the specified sort-by order.\\nsort_by list of strings Optional\\nComma-separated fields to sort the groups by.\\nResponse.\\n\\nThis endpoint returns an object.\\ngroups list of objects\\nThe list of"
       },
       {
-        "id": "ART-15481_KNOWLEDGE_NODE-5",
-        "text": "stringsOptional\\n\\nComma-separated fields to sort the objects by.\\n\\nstatelist of enumsOptional\\n\\nDenotes the state of the vista group item.\\n\\nAllowed values:activecompletedplanned\\n\\ntypelist of enumsOptional\\n\\nFilters for vista group items of the specific type.\\n\\nAllowed values:curateddynamic\\n\\n### Response\\n\\nThe response to listing the vistas group items.\\n\\nnext\\\\_cursorstring or null`format: \"text\"`\\n\\nThe cursor used to iterate subsequent results in accordance to the\\nsort order. If",
-        "title": "List Vistas Groups | DevRev | Docs"
+        "id": "ART-1639_KNOWLEDGE_NODE-150",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "Optional\\nThe iteration mode to use, otherwise if not set, then \"after\" is used.\\nAllowed values: after before\\nsort_by string Optional\\nComma-separated fields to sort the groups by.\\nResponse.\\n\\nThis endpoint returns an object.\\ngroups list of objects\\nThe list of groups.\\nShow 11 properties\\nnext_cursor string Optional\\nThe cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist.\\nprev_cursor string Optional\\nThe cursor used to"
       },
       {
-        "id": "ART-15481_KNOWLEDGE_NODE-1",
-        "text": "it](/api-reference/vistas/groups-list?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"next_cursor\": \"string\", |\\n| 3 | \"prev_cursor\": \"string\", |\\n| 4 | \"vista_group\": [ |\\n| 5 | { |\\n| 6 | \"end_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 7 | \"id\": \"string\", |\\n| 8 | \"name\": \"string\", |\\n| 9 | \"parent\": { |\\n| 10 | \"type\": \"string\", |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"flavor\": \"nnl\", |\\n| 13 | \"id\": \"VISTA-12345\", |\\n| 14 | \"name\": \"string\" |\\n| 15 | },",
-        "title": "List Vistas Groups | DevRev | Docs"
+        "id": "ART-1303_KNOWLEDGE_NODE-155",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "Optional\\nThe iteration mode to use, otherwise if not set, then \"after\" is used.\\nAllowed values: after before\\nsort_by string Optional\\nComma-separated fields to sort the groups by.\\nResponse.\\n\\nThis endpoint returns an object.\\ngroups list of objects\\nThe list of groups.\\nShow 11 properties\\nnext_cursor string Optional\\nThe cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist.\\nprev_cursor string Optional\\nThe cursor used to"
       },
       {
-        "id": "ART-15479_KNOWLEDGE_NODE-1",
-        "text": "|\\n```\\n\\n[Try it](/api-reference/vistas/groups-get?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"vista_group\": { |\\n| 3 | \"end_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"name\": \"string\", |\\n| 6 | \"parent\": { |\\n| 7 | \"type\": \"string\", |\\n| 8 | \"display_id\": \"string\", |\\n| 9 | \"flavor\": \"nnl\", |\\n| 10 | \"id\": \"VISTA-12345\", |\\n| 11 | \"name\": \"string\" |\\n| 12 | }, |\\n| 13 | \"start_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 14 | \"state\":",
-        "title": "Get Vistas Group | DevRev | Docs"
+        "id": "ART-1639_KNOWLEDGE_NODE-153",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "iteration mode to use. If \"after\", then entries after the provided cursor will be returned, or if no cursor is provided, then from the beginning. If \"before\", then entries before the provided cursor will be returned, or if no cursor is provided, then from the end. Entries will always be returned in the specified sort-by order.\\nsort_by list of strings Optional\\nComma-separated fields to sort the groups by.\\nResponse.\\n\\nThis endpoint returns an object.\\ngroups list of objects\\nThe list of"
       },
       {
-        "id": "ART-15463_KNOWLEDGE_NODE-1",
-        "text": "|\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{ |\\n| > | \"id\": \"string\" |\\n| > | }\\' |\\n```\\n\\n[Try it](/api-reference/vistas/groups-get-post?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"vista_group\": { |\\n| 3 | \"end_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"name\": \"string\", |\\n| 6 | \"parent\": { |\\n| 7 | \"type\": \"string\", |\\n| 8 | \"display_id\": \"string\", |\\n| 9 | \"flavor\": \"nnl\", |\\n| 10 | \"id\": \"VISTA-12345\", |\\n|",
-        "title": "Get Vistas Group (POST) | DevRev | Docs"
+        "id": "ART-1303_KNOWLEDGE_NODE-158",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "iteration mode to use. If \"after\", then entries after the provided cursor will be returned, or if no cursor is provided, then from the beginning. If \"before\", then entries before the provided cursor will be returned, or if no cursor is provided, then from the end. Entries will always be returned in the specified sort-by order.\\nsort_by list of strings Optional\\nComma-separated fields to sort the groups by.\\nResponse.\\n\\nThis endpoint returns an object.\\ngroups list of objects\\nThe list of"
       },
       {
-        "id": "ART-15465_KNOWLEDGE_NODE-6",
-        "text": "values:afterbefore\\n\\nmodified\\\\_dateobjectOptional\\n\\nProvides ways to specify date ranges on objects.\\n\\nShow 2 variants\\n\\nparent\\\\_idlist of stringsOptional\\n\\nParent ID of the vista group item.\\n\\nsort\\\\_bylist of stringsOptional\\n\\nComma-separated fields to sort the objects by.\\n\\nstart\\\\_dateobjectOptional\\n\\nProvides ways to specify date ranges on objects.\\n\\nShow 2 variants\\n\\nstatelist of enumsOptional\\n\\nDenotes the state of the vista group item.\\n\\nAllowed",
-        "title": "List Vistas Groups (POST) | DevRev | Docs"
+        "id": "ART-15481_KNOWLEDGE_NODE-5",
+        "title": "List Vistas Groups | DevRev | Docs",
+        "text": "stringsOptional\\n\\nComma-separated fields to sort the objects by.\\n\\nstatelist of enumsOptional\\n\\nDenotes the state of the vista group item.\\n\\nAllowed values:activecompletedplanned\\n\\ntypelist of enumsOptional\\n\\nFilters for vista group items of the specific type.\\n\\nAllowed values:curateddynamic\\n\\n### Response\\n\\nThe response to listing the vistas group items.\\n\\nnext\\\\_cursorstring or null`format: \"text\"`\\n\\nThe cursor used to iterate subsequent results in accordance to the\\nsort order. If"
       },
       {
-        "id": "ART-15465_KNOWLEDGE_NODE-5",
-        "text": "information about a list of vista groups.\\n\\nmodeenumOptional\\n\\nThe iteration mode to use. If \\xe2\\x80\\x9cafter\\xe2\\x80\\x9d, then entries after the provided\\ncursor will be returned, or if no cursor is provided, then from the\\nbeginning. If \\xe2\\x80\\x9cbefore\\xe2\\x80\\x9d, then entries before the provided cursor will be\\nreturned, or if no cursor is provided, then from the end. Entries will\\nalways be returned in the specified sort-by order.\\n\\nAllowed",
-        "title": "List Vistas Groups (POST) | DevRev | Docs"
+        "id": "ART-1652_KNOWLEDGE_NODE-171",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "Optional\\nComma-separated fields to sort the incidents by.\\nsource long Optional\\nFilters for incidents with any of the provided sources.\\nstage string Optional\\nFilters for incidents in any of the provided stages.\\ntitle string Optional\\nFilters for incidents by the provided titles.\\nResponse.\\n\\nThis endpoint returns an object.\\ngroups list of objects\\nThe list of groups.\\nShow 4 properties\\nnext_cursor string Optional\\nThe cursor used to iterate subsequent results in accordance to the sort"
       },
       {
-        "id": "ART-15465_KNOWLEDGE_NODE-1",
-        "text": "<token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/vistas/groups-list-post?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"next_cursor\": \"string\", |\\n| 3 | \"prev_cursor\": \"string\", |\\n| 4 | \"vista_group\": [ |\\n| 5 | { |\\n| 6 | \"end_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 7 | \"id\": \"string\", |\\n| 8 | \"name\": \"string\", |\\n| 9 | \"parent\": { |\\n| 10 | \"type\": \"string\", |\\n| 11 | \"display_id\": \"string\",",
-        "title": "List Vistas Groups (POST) | DevRev | Docs"
+        "id": "ART-15481_KNOWLEDGE_NODE-6",
+        "title": "List Vistas Groups | DevRev | Docs",
+        "text": "not set, then no later elements exist.\\n\\nprev\\\\_cursorstring or null`format: \"text\"`\\n\\nThe cursor used to iterate preceding results in accordance to the\\nsort order. If not set, then no prior elements exist.\\n\\nvista\\\\_grouplist of objects or null\\n\\nList of vista group items.\\n\\nShow 3 variants\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable"
       }
     ]
   },
@@ -956,54 +956,54 @@
     "query": "accounts.export API filter by created date after",
     "retrievals": [
       {
-        "id": "ART-1254_KNOWLEDGE_NODE-7",
-        "text": "\"date-time\"`\\n\\nFilters for objects created after the provided timestamp (inclusive).\\n\\nmodified\\\\_date.beforestringOptional`format: \"date-time\"`\\n\\nFilters for objects created before the provided timestamp\\n(inclusive).\\n\\nsort\\\\_bylist of stringsOptional\\n\\nFields to sort the accounts by and the direction to sort them in.\\n\\nstagelist of stringsOptional\\n\\nFilters for accounts on specified stages.\\n\\ntierlist of stringsOptional\\n\\nTier of the accounts to be filtered.\\n\\nwebsiteslist of",
-        "title": "Export Accounts | DevRev | Docs"
+        "id": "ART-1303_KNOWLEDGE_NODE-6",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "exported accounts.\\nShow 18 properties\\nGET / accounts.export\\n$ curl -G https://api.devrev.ai/accounts.export \\\\ > -H \" Authorization: Bearer <token> \" \\\\ > --data-urlencode created_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode created_date.before=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.before=2023-01-01T12:00:00Z\\n200 Retrieved 1 { 2 \" accounts \" : [ 3 { 4 \" created_date \" : \" 2023-01-01T12:00:00Z \" , 5 \""
       },
       {
-        "id": "ART-1254_KNOWLEDGE_NODE-6",
-        "text": "provided timestamp (inclusive).\\n\\ncreated\\\\_date.beforestringOptional`format: \"date-time\"`\\n\\nFilters for objects created before the provided timestamp\\n(inclusive).\\n\\ndisplay\\\\_namelist of stringsOptional\\n\\nArray of display names of accounts to be filtered.\\n\\nexternal\\\\_refslist of stringsOptional\\n\\nArray of references of accounts to be filtered.\\n\\nfirstintegerOptional`>=1``<=500`\\n\\nThe number of accounts to return. The default is \\'50\\'.\\n\\nmodified\\\\_date.afterstringOptional`format:",
-        "title": "Export Accounts | DevRev | Docs"
+        "id": "ART-1302_KNOWLEDGE_NODE-11",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "accounts.export\\n$ curl -G https://api.devrev.ai/accounts.export \\\\ > -H \" Authorization: Bearer <token> \" \\\\ > --data-urlencode created_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode created_date.before=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.before=2023-01-01T12:00:00Z\\n200 Retrieved 1 { 2 \" accounts \" : [ 3 { 4 \" created_date \" : \" 2023-01-01T12:00:00Z \" , 5 \" display_id \" : \" display_id \" , 6 \" id \" : \""
       },
       {
-        "id": "ART-1449_KNOWLEDGE_NODE-2",
-        "text": "user(s).\\n\\ncreated_date.afterstringOptional`format: \"date-time\"`\\n\\nFilters for objects created after the provided timestamp (inclusive).\\n\\ncreated_date.beforestringOptional`format: \"date-time\"`\\n\\nFilters for objects created before the provided timestamp (inclusive).\\n\\ndisplay_namelist of stringsOptional\\n\\nArray of display names of accounts to be filtered.\\n\\nexternal_refslist of stringsOptional\\n\\nArray of references of accounts to be filtered.\\n\\nfirstintegerOptional`>=1``<=500`\\n\\nThe",
-        "title": "Export Accounts \u2014 DevRev | Docs"
+        "id": "ART-1605_KNOWLEDGE_NODE-3",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "delete.\\nResponse.\\n\\nThis endpoint returns a map from strings to any.\\nAPI Reference accounts Export.\\n\\nGET https:// api.devrev.ai / accounts.export\\nExports a collection of accounts.\\nQuery parameters.\\n\\ncreated_by string Optional\\nFilters for accounts created by the specified user(s).\\ncreated_date.after datetime Optional\\nFilters for objects created after the provided timestamp (inclusive).\\ncreated_date.before datetime Optional\\nFilters for objects created before the provided timestamp"
       },
       {
-        "id": "ART-1652_KNOWLEDGE_NODE-12",
-        "text": "objects created after the provided timestamp (inclusive).\\nmodified_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\nowned_by string Optional\\nFilters for accounts owned by the specified user(s).\\nsort_by string Optional\\nFields to sort the accounts by and the direction to sort them in.\\nstage string Optional\\nFilters for accounts on specified stages.\\ntags string Optional\\nList of tags to be filtered.\\nResponse.\\n\\nThis endpoint returns an",
-        "title": "Export \u2014 DevRev | Docs"
+        "id": "ART-1649_KNOWLEDGE_NODE-3",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "delete.\\nResponse.\\n\\nThis endpoint returns a map from strings to any.\\nAPI Reference accounts Export.\\n\\nGET https:// api.devrev.ai / accounts.export\\nExports a collection of accounts.\\nQuery parameters.\\n\\ncreated_by string Optional\\nFilters for accounts created by the specified user(s).\\ncreated_date.after datetime Optional\\nFilters for objects created after the provided timestamp (inclusive).\\ncreated_date.before datetime Optional\\nFilters for objects created before the provided timestamp"
       },
       {
-        "id": "ART-1303_KNOWLEDGE_NODE-6",
-        "text": "exported accounts.\\nShow 18 properties\\nGET / accounts.export\\n$ curl -G https://api.devrev.ai/accounts.export \\\\ > -H \" Authorization: Bearer <token> \" \\\\ > --data-urlencode created_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode created_date.before=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.before=2023-01-01T12:00:00Z\\n200 Retrieved 1 { 2 \" accounts \" : [ 3 { 4 \" created_date \" : \" 2023-01-01T12:00:00Z \" , 5 \"",
-        "title": "Export Post \u2014 DevRev | Docs"
+        "id": "ART-1449_KNOWLEDGE_NODE-2",
+        "title": "Export Accounts \u2014 DevRev | Docs",
+        "text": "user(s).\\n\\ncreated_date.afterstringOptional`format: \"date-time\"`\\n\\nFilters for objects created after the provided timestamp (inclusive).\\n\\ncreated_date.beforestringOptional`format: \"date-time\"`\\n\\nFilters for objects created before the provided timestamp (inclusive).\\n\\ndisplay_namelist of stringsOptional\\n\\nArray of display names of accounts to be filtered.\\n\\nexternal_refslist of stringsOptional\\n\\nArray of references of accounts to be filtered.\\n\\nfirstintegerOptional`>=1``<=500`\\n\\nThe"
       },
       {
         "id": "ART-1652_KNOWLEDGE_NODE-10",
-        "text": "Optional\\nFilters for accounts created by the specified user(s).\\ncreated_date.after datetime Optional\\nFilters for objects created after the provided timestamp (inclusive).\\ncreated_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\ncursor string Optional\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\ncustom_fields map from strings to any Optional\\nFilters for custom fields.\\ndisplay_name",
-        "title": "Export \u2014 DevRev | Docs"
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "Optional\\nFilters for accounts created by the specified user(s).\\ncreated_date.after datetime Optional\\nFilters for objects created after the provided timestamp (inclusive).\\ncreated_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\ncursor string Optional\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\ncustom_fields map from strings to any Optional\\nFilters for custom fields.\\ndisplay_name"
       },
       {
-        "id": "ART-1303_KNOWLEDGE_NODE-15",
-        "text": "Optional\\nFilters for accounts created by the specified user(s).\\ncreated_date.after datetime Optional\\nFilters for objects created after the provided timestamp (inclusive).\\ncreated_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\ncursor string Optional\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\ncustom_fields map from strings to any Optional\\nFilters for custom fields.\\ndisplay_name",
-        "title": "Export Post \u2014 DevRev | Docs"
+        "id": "ART-1639_KNOWLEDGE_NODE-10",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "Optional\\nFilters for accounts created by the specified user(s).\\ncreated_date.after datetime Optional\\nFilters for objects created after the provided timestamp (inclusive).\\ncreated_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\ncursor string Optional\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\ncustom_fields map from strings to any Optional\\nFilters for custom fields.\\ndisplay_name"
       },
       {
-        "id": "ART-1639_KNOWLEDGE_NODE-10",
-        "text": "Optional\\nFilters for accounts created by the specified user(s).\\ncreated_date.after datetime Optional\\nFilters for objects created after the provided timestamp (inclusive).\\ncreated_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\ncursor string Optional\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\ncustom_fields map from strings to any Optional\\nFilters for custom fields.\\ndisplay_name",
-        "title": "Export Post \u2014 DevRev | Docs"
+        "id": "ART-1303_KNOWLEDGE_NODE-15",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "Optional\\nFilters for accounts created by the specified user(s).\\ncreated_date.after datetime Optional\\nFilters for objects created after the provided timestamp (inclusive).\\ncreated_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\ncursor string Optional\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\ncustom_fields map from strings to any Optional\\nFilters for custom fields.\\ndisplay_name"
       },
       {
-        "id": "ART-1303_KNOWLEDGE_NODE-17",
-        "text": "objects created after the provided timestamp (inclusive).\\nmodified_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\nowned_by string Optional\\nFilters for accounts owned by the specified user(s).\\nsort_by string Optional\\nFields to sort the accounts by and the direction to sort them in.\\nstage string Optional\\nFilters for accounts on specified stages.\\ntags string Optional\\nList of tags to be filtered.\\nResponse.\\n\\nThis endpoint returns an",
-        "title": "Export Post \u2014 DevRev | Docs"
+        "id": "ART-1449_KNOWLEDGE_NODE-3",
+        "title": "Export Accounts \u2014 DevRev | Docs",
+        "text": "number of accounts to return. The default is \\xe2\\x80\\x9850\\xe2\\x80\\x99.\\n\\nmodified_date.afterstringOptional`format: \"date-time\"`\\n\\nFilters for objects created after the provided timestamp (inclusive).\\n\\nmodified_date.beforestringOptional`format: \"date-time\"`\\n\\nFilters for objects created before the provided timestamp (inclusive).\\n\\nsort_bylist of stringsOptional\\n\\nFields to sort the accounts by and the direction to sort them in.\\n\\nstagelist of stringsOptional\\n\\nFilters for accounts on"
       },
       {
-        "id": "ART-1639_KNOWLEDGE_NODE-12",
-        "text": "objects created after the provided timestamp (inclusive).\\nmodified_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\nowned_by string Optional\\nFilters for accounts owned by the specified user(s).\\nsort_by string Optional\\nFields to sort the accounts by and the direction to sort them in.\\nstage string Optional\\nFilters for accounts on specified stages.\\ntags string Optional\\nList of tags to be filtered.\\nResponse.\\n\\nThis endpoint returns an",
-        "title": "Export Post \u2014 DevRev | Docs"
+        "id": "ART-1254_KNOWLEDGE_NODE-6",
+        "title": "Export Accounts | DevRev | Docs",
+        "text": "provided timestamp (inclusive).\\n\\ncreated\\\\_date.beforestringOptional`format: \"date-time\"`\\n\\nFilters for objects created before the provided timestamp\\n(inclusive).\\n\\ndisplay\\\\_namelist of stringsOptional\\n\\nArray of display names of accounts to be filtered.\\n\\nexternal\\\\_refslist of stringsOptional\\n\\nArray of references of accounts to be filtered.\\n\\nfirstintegerOptional`>=1``<=500`\\n\\nThe number of accounts to return. The default is \\'50\\'.\\n\\nmodified\\\\_date.afterstringOptional`format:"
       }
     ]
   },
@@ -1012,54 +1012,54 @@
     "query": "Sales One App not visible after login",
     "retrievals": [
       {
-        "id": "ART-17569_KNOWLEDGE_NODE-1",
-        "text": "message in the UI if they try to access an uninstalled app: \\xe2\\x80\\x9cWe can\\xe2\\x80\\x99t authorize you because of an OAuth error. For more information, contact your Salesforce administrator.\\xe2\\x80\\x9d and the OAUTH_APPROVAL_ERROR_GENERIC message.\"\\n\\nDue to this, customers may experience issues when trying to create a new Salesforce connection and install the DevRev app on their Salesforce instance.\\n\\nRead more about this on the shared article above. Follow the next steps to enable the",
-        "title": "Issues with Salesforce OAuth connection"
+        "id": "ART-17569_KNOWLEDGE_NODE-0",
+        "title": "Issues with Salesforce OAuth connection",
+        "text": "b'\"Starting in early September 2025, Salesforce will restrict the use of uninstalled connected apps. This usage restriction will block end users from using uninstalled connected apps. This change is part of Salesforce\\'s commitment to making our products and services secure-by-default.\"\\n\\n[Prepare for Connected App Usage Restrictions Change](https://help.salesforce.com/s/articleView?id=005132365&type=1)\\n\\n\"If API Access control isn\\xe2\\x80\\x99t enabled, end users see the following error"
       },
       {
-        "id": "ART-2019_KNOWLEDGE_NODE-0",
-        "text": "b'Product\\nPlatform\\nSolutions\\nMarketplace\\nCompany\\nResources\\nPricing\\n\\nLogin Book a demo\\n\\nProduct\\n\\nPlatform\\n\\nSolutions\\n\\nMarketplace\\n\\nCompany\\n\\nResources\\n\\nPricing\\n\\nLogin Book a demo\\nSearch\\nCTRL + K\\n\\nIntroduction\\nAgentOS platform\\n\\nCore concepts\\nApps\\nGroups\\nParts & trails\\nVistas\\n\\nVista Reports\\n\\nTasks\\nUpdates\\nCustomer email notifications\\nRoles\\n\\nDefault privileges by group\\n\\nAccess control\\nObject customization\\nGlossary\\nSearch\\nWorkflow\\nTemplates\\nAccessing",
-        "title": "Smart sprint | Automate | Snap-ins | DevRev"
+        "id": "ART-17569_KNOWLEDGE_NODE-1",
+        "title": "Issues with Salesforce OAuth connection",
+        "text": "message in the UI if they try to access an uninstalled app: \\xe2\\x80\\x9cWe can\\xe2\\x80\\x99t authorize you because of an OAuth error. For more information, contact your Salesforce administrator.\\xe2\\x80\\x9d and the OAUTH_APPROVAL_ERROR_GENERIC message.\"\\n\\nDue to this, customers may experience issues when trying to create a new Salesforce connection and install the DevRev app on their Salesforce instance.\\n\\nRead more about this on the shared article above. Follow the next steps to enable the"
       },
       {
-        "id": "ART-1947_KNOWLEDGE_NODE-1",
-        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +",
-        "title": "Apps | Computer by DevRev | DevRev"
+        "id": "ART-2047_KNOWLEDGE_NODE-0",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "b'Salesforce AirSync | AirSync | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-12458_KNOWLEDGE_NODE-1",
-        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\nOn this page\\n\\n  * [Troubleshooting](/public/sdks/react-native/troubleshooting#troubleshooting)\\n\\n[SDKs](/public/sdks)[DevRev SDK for React Native and Expo](/public/sdks/react-native/quickstart)\\n\\n#\\n\\nTroubleshooting\\n\\n  * **Issue** : Support chat won\\xe2\\x80\\x99t show. **Solution** : Ensure you have correctly called one of the identification methods:",
-        "title": "Troubleshooting \u2014 DevRev | Docs"
+        "id": "ART-16192_KNOWLEDGE_NODE-0",
+        "title": "ServiceNow KB AirSync | AirSync | Snap-ins | DevRev",
+        "text": "b\"ServiceNow KB AirSync | AirSync | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-3109_KNOWLEDGE_NODE-1",
-        "text": "[Apps](/docs/product/apps)\\n  + [Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access",
-        "title": "Plug widget customization | Computer for Your Customers | DevRev"
+        "id": "ART-2044_KNOWLEDGE_NODE-0",
+        "title": "ServiceNow AirSync | AirSync | Snap-ins | DevRev",
+        "text": "b\"ServiceNow AirSync | AirSync | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CMD`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-1968_KNOWLEDGE_NODE-1",
-        "text": "[Apps](/docs/product/apps)\\n  + [Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access",
-        "title": "Conversation insights | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-4272_KNOWLEDGE_NODE-0",
+        "title": "OneDrive AirSync | AirSync | Snap-ins | DevRev",
+        "text": "b'OneDrive AirSync | AirSync | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-16263_KNOWLEDGE_NODE-37",
-        "text": "Confluence links (anonymous content cannot be tracked or mapped)\\n\\nEnabling the upload app button\\n------------------------------\\n\\nIf you do not see the **Upload App** button in Confluence Datacenter, it may be due to permission restrictions or feature disablement by your admin. To enable it:\\n\\n1. Ensure you are logged in as a **Confluence Administrator**.\\n2. Go to **Administration > Add-ons > Upload App**.\\n3. If the button is still not available:\\n   * Contact your system administrator",
-        "title": "Confluence Datacenter AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-2047_KNOWLEDGE_NODE-46",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "[Updates](#updates)\\n* [Knowledge articles](#knowledge-articles)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User Insights](/for-user-insights)\\n*"
       },
       {
-        "id": "ART-2059_KNOWLEDGE_NODE-0",
-        "text": "b'Product Platform Solutions Marketplace Company Resources Pricing\\n\\nLogin Book a demo\\nProduct Platform Solutions Marketplace Company Resources Pricing\\nLogin Book a demo\\nSearch CTRL + K\\n\\nIntroduction AgentOS platform\\n\\nCore concepts Apps Groups Parts & trails Vistas Vista Reports\\nTasks Updates Customer email notifications Roles Default privileges by group\\nAccess control Object customization Glossary Search People insights Workflow Templates Accessing DevRev External identity provider",
-        "title": "Install PLuG chat on your website"
+        "id": "ART-2045_KNOWLEDGE_NODE-0",
+        "title": "AirSync | Snap-ins | DevRev",
+        "text": "b'AirSync | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CMD`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-4186_KNOWLEDGE_NODE-1",
-        "text": "[Apps](/docs/product/apps)\\n  + [Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access",
-        "title": "Computer for User Insights | Session analytics | Computer for Your Customers | DevRev"
+        "id": "ART-4217_KNOWLEDGE_NODE-0",
+        "title": "SharePoint AirSync | AirSync | Snap-ins | DevRev",
+        "text": "b'SharePoint AirSync | AirSync | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CMD`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-1477_KNOWLEDGE_NODE-20",
-        "text": "it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  * [Support](https://devrev.ai/support)\\n  * [Search](https://devrev.ai/search)\\n  * [PLuG - User Engagement](https://devrev.ai/plug-user-engagement)\\n  * [PLuG - User Observability](https://devrev.ai/plug-observability)\\n  * [Marketplace](https://marketplace.devrev.ai/)\\n\\nPlatform\\n\\n  * [Airdrop](https://devrev.ai/airdrop)\\n  * [Analytics](https://devrev.ai/analytics)\\n  * [Workflow",
-        "title": "Snap-in V1 manifest \u2014 DevRev | Docs"
+        "id": "ART-3108_KNOWLEDGE_NODE-0",
+        "title": "Paligo AirSync | AirSync | Snap-ins | DevRev",
+        "text": "b\"Paligo AirSync | AirSync | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CMD`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       }
     ]
   },
@@ -1068,54 +1068,54 @@
     "query": "linking tickets and issues for analytics",
     "retrievals": [
       {
-        "id": "ART-4184_KNOWLEDGE_NODE-4",
-        "text": "analytics](/docs/product/support-analytics)\\n\\n    - [Conversation insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  +",
-        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev"
+        "id": "ART-1947_KNOWLEDGE_NODE-36",
+        "title": "Apps | Computer by DevRev | DevRev",
+        "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 > + Link tickets**. Either create a new ticket or select an existing ticket. |\\n| Ticket \\xe2\\x86\\x92 Issue | Open the ticket and click **Issues > + Link issues**. Either create a new issue or select an existing issue. |\\n| Issue \\xe2\\x86\\x92"
       },
       {
-        "id": "ART-1972_KNOWLEDGE_NODE-16",
-        "text": "sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n  + [Integrate](/docs/integrate)\\n\\n    - [Bitbucket](/docs/integrations/bitbucket)\\n    - [Calendly](/docs/integrations/calendly)\\n    - [Coralogix security integration](/docs/integrations/coralogix)\\n    - [Datadog](/docs/integrations/datadog)\\n    - [Google Calendar AirSync](/docs/integrations/google-calendar-airdrop)\\n    - [Email](/docs/integrations/email)\\n\\n",
-        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1947_KNOWLEDGE_NODE-37",
+        "title": "Apps | Computer by DevRev | DevRev",
+        "text": "Ticket | Open the issue and click **Tickets > + Link tickets**. Either create a new ticket or select an existing ticket. |\\n| Issue \\xe2\\x86\\x92 Issue | Open the issue and click **Issues > + Link issues**. Either create a new issue or select an existing issue. |\\n\\n| Conversation | Ticket | Issue |\\n| --- | --- | --- |\\n|  |  | > |\\n\\nTo delete a ticket or issue, select the work item in the list view and click the **Delete** icon in the taskbar that appears.\\n\\n![]()\\n\\n[PreviousCore"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-39",
-        "text": "other tickets or issues that relate to this ticket, click **Link Records** and select the relevant items.\\n7. If you would like to immediately create another ticket, select **Create multiple**.\\n8. Click **Create**.\\n\\nIf a ticket is created from an existing conversation, then the ticket's title and description are populated automatically from the conversation.\\n\\n![]()\\n\\nYou can create a child issue by clicking **+ Link issue** > **Add a child issue**. You can link the other existing issue as",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1947_KNOWLEDGE_NODE-34",
+        "title": "Apps | Computer by DevRev | DevRev",
+        "text": "necessary.\\n\\n> Example: \"Feature A on product Y exhibited unexpected behavior. This is a defect and needs to be fixed.\"\\n\\nTickets and issues are linked in many-to-many relationships. It may require multiple issues to resolve a ticket, or one issue may resolve multiple tickets if different external users experience and describe the same behavior in different ways.\\n\\nWork/state relationships\\n------------------------\\n\\nThe following figure shows how the various work object types"
       },
       {
-        "id": "ART-15664_KNOWLEDGE_NODE-17",
-        "text": "exhaustive list.\\n\\n### Links from tickets\\n\\nLinks from tickets\\n\\ntarget\\n\\nsource\\n\\nis dependent on\\n\\nis related to\\n\\nis related to\\n\\nis parent of\\n\\nis merged into\\n\\nticket\\n\\nissue\\n\\nticket\\n\\narticle\\n\\n##### \\n\\nOnly ticket \\xe2\\x86\\x92 issue is allowed for creating a link with \\xe2\\x80\\x9cis dependent on\\xe2\\x80\\x9d. Creating the link in reverse (issue \\xe2\\x86\\x92 ticket) is not possible; however, you can swap the source and target objects to achieve the same result.\\n\\n### Links",
-        "title": "Links | DevRev | Docs"
+        "id": "ART-4184_KNOWLEDGE_NODE-4",
+        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev",
+        "text": "analytics](/docs/product/support-analytics)\\n\\n    - [Conversation insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  +"
       },
       {
-        "id": "ART-1002_KNOWLEDGE_NODE-3",
-        "text": "systems being used for engineering work are commonly abused by sales, marketing and support teams. For example, a sales rep may create an issue for a developer for a customer request. In the case of support, you\\xe2\\x80\\x99ll commonly see a ton of duplicate issues when only one was really necessary. This leads to a lot of noise for developers, and devalues the notion of an \\xe2\\x80\\x9cissue\\xe2\\x80\\x9d. By keeping a clear line between tickets and issues, we ensure the following:\\n\\n\\n  issues",
-        "title": "Tickets, Issues: When to Use Each"
+        "id": "ART-3905_KNOWLEDGE_NODE-27",
+        "title": "Jira Service Management AirSync | AirSync | Snap-ins | DevRev",
+        "text": "|\\n| --- | --- | --- |\\n| Issue | Ticket | \\xe2\\x9c\\x85 |\\n| Private Comment on Issue | Internal Comment on Ticket | \\xe2\\x9c\\x85 |\\n| Public Comment on Issue | Customer Comment on Ticket | \\xe2\\x9c\\x85 |\\n| Label on Issue | Tag on Ticket | \\xe2\\x9c\\x85 |\\n| Link between Issues | Link between Tickets | \\xe2\\x9c\\x85 |\\n| Attachment on Issue | Attachment on Ticket | \\xe2\\x9c\\x85 |\\n| Status Category/States of Issue | State/Stage of Ticket | \\xe2\\x9c\\x85 |\\n| Workflow of Issue | Stage Transition"
       },
       {
-        "id": "ART-4184_KNOWLEDGE_NODE-15",
-        "text": "[Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    - [Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment",
-        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev"
+        "id": "ART-15664_KNOWLEDGE_NODE-17",
+        "title": "Links | DevRev | Docs",
+        "text": "exhaustive list.\\n\\n### Links from tickets\\n\\nLinks from tickets\\n\\ntarget\\n\\nsource\\n\\nis dependent on\\n\\nis related to\\n\\nis related to\\n\\nis parent of\\n\\nis merged into\\n\\nticket\\n\\nissue\\n\\nticket\\n\\narticle\\n\\n##### \\n\\nOnly ticket \\xe2\\x86\\x92 issue is allowed for creating a link with \\xe2\\x80\\x9cis dependent on\\xe2\\x80\\x9d. Creating the link in reverse (issue \\xe2\\x86\\x92 ticket) is not possible; however, you can swap the source and target objects to achieve the same result.\\n\\n### Links"
       },
       {
-        "id": "ART-2012_KNOWLEDGE_NODE-4",
-        "text": "Analytics](/docs/dashboards/ticket-sla-analytics?)\\n      * [Ticket-Team Performance](/docs/dashboards/ticket-team-performance?)\\n\\n    * [Conversations](/docs/product/conversation?)\\n\\n      * [Convert Conversations to Tickets](/docs/product/Conversation-Tickets?)\\n\\n    * [Tickets](/docs/product/tickets?)\\n    * [Routing](/docs/product/routing?)\\n    * [Support best practices](/docs/product/support-bp?)\\n    * [Customer portal](/docs/product/support-portal?)\\n    * [Questions &",
-        "title": "Follow-up ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-4184_KNOWLEDGE_NODE-0",
+        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev",
+        "text": "b\"Ticket linked issues comment sync | Automate | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  +"
       },
       {
-        "id": "ART-1975_KNOWLEDGE_NODE-28",
-        "text": "conversations against standalone tickets.\\n* **Tickets linked to issues**\\n\\n  The percentage of tickets linked to product issues.\\n* **Active tickets by owner**\\n\\n  The number of Open or In Progress tickets grouped by owner.\\n* **Tickets created vs. closed**\\n\\n  The trend of tickets created against those closed.\\n\\nCustomer satisfaction (CSAT)\\n----------------------------\\n\\n* **CSAT score distribution**\\n\\n  A distribution of customer satisfaction scores on tickets.\\n\\nTime spent per",
-        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-2053_KNOWLEDGE_NODE-31",
+        "title": "Jira Software AirSync | AirSync | Snap-ins | DevRev",
+        "text": "\\xe2\\x9c\\x85 |\\n| Comment on Issue | Comment on Issue/Ticket | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Label on Issue | Tag on Issue/Ticket | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Link between Issues | Link between Issues/Tickets/Enhancements | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Attachment on Issue | Attachment on Issue/Ticket/Enhancements | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Status Category/States of Issue | State/Stage of Issue/Ticket/Enhancements | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Workflow of Issue | Stage"
       },
       {
-        "id": "ART-15664_KNOWLEDGE_NODE-14",
-        "text": "> | \"leaf_type\": \"issue\", |\\n| > | \"subtype\": \"social_media\" |\\n| > | } |\\n| > | ], |\\n| > | \"target_types\": [ |\\n| > | { |\\n| > | \"leaf_type\": \"ticket\" |\\n| > | } |\\n| > | ], |\\n| > | \"forward_name\": \"is related to\", |\\n| > | \"backward_name\": \"is related to\" |\\n| > | }\\' |\\n```\\n\\nThis configuration:\\n\\n* Allows issues of subtype \\xe2\\x80\\x9csocial\\\\_media\\xe2\\x80\\x9d to be linked to tickets\\n* Rejects attempts to link issues with no subtype or with other subtypes\\n\\n##### \\n\\nThe subtype",
-        "title": "Links | DevRev | Docs"
+        "id": "ART-4184_KNOWLEDGE_NODE-30",
+        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev",
+        "text": "Insights](/for-user-insights)\\n* [Marketplace](https://marketplace.devrev.ai/)\\n\\nResources\\n\\n* [Blog](/blog)\\n* [Our Customers](/case-study)\\n* [Snap-In Extensions](https://developer.devrev.ai/public/snapin-development/concepts)\\n* [DevRevU training](/docs/DevRevU)\\n* [Documentation](https://docs.devrev.ai/)\\n* [API References](https://docs.devrev.ai/api/)\\n\\nCompany\\n\\n* [About](/about)\\n* [Events](/events)\\n* [Careers](/careers)\\n* [What Why How](/what-why-how)\\n\\nInitiatives\\n\\n* [Partner"
       },
       {
-        "id": "ART-4184_KNOWLEDGE_NODE-5",
-        "text": "[Conversations](/docs/product/conversation)\\n\\n    - [Conversation to ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n",
-        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev"
+        "id": "ART-1540_KNOWLEDGE_NODE-2",
+        "title": "Get Link (POST) (Beta) \u2014 DevRev | Docs",
+        "text": "\"type\": \"ticket\",  \\n    7|       \"id\": \"source\",  \\n    8|       \"owned_by\": [  \\n    9|         {  \\n    10|           \"type\": \"sys_user\",  \\n    11|           \"id\": \"source\"  \\n    12|         }  \\n    13|       ],  \\n    14|       \"title\": \"source\",  \\n    15|       \"display_id\": \"source\",  \\n    16|       \"rev_org\": {  \\n    17|         \"type\": \"rev_org\",  \\n    18|         \"id\": \"source\"  \\n    19|       },  \\n    20|       \"severity\": \"blocker\",  \\n    21|       \"stage\": {  \\n    22|"
       }
     ]
   },
@@ -1124,54 +1124,54 @@
     "query": "Data residency compliance for international customers",
     "retrievals": [
       {
-        "id": "ART-888_KNOWLEDGE_NODE-42",
-        "text": "spaces under your sole control.How we transfer information we collect internationallyInternational transfers of information we collectWe collect information globally and may transfer, process and store your information outside of your country of residence, to wherever we or our third-party service providers operate for the purpose of providing you the Services. Whenever we transfer your information, we take steps to protect it.International transfers within the DevRev Companies: To facilitate",
-        "title": "Privacy Policy"
+        "id": "ART-12476_KNOWLEDGE_NODE-1",
+        "title": "The Future of Sessions - Powered By DevRev",
+        "text": "designed to meet GDPR and SOC 2 compliance requirements, with controls in place to support your data privacy needs.\\n\\nAdvanced enterprise login: Seamless SAML compliance for all enterprise logins regardless of your SSO provider.\\n\\nRegional data residency options: We offer data residency options in Europe, Australia, US East (Virginia), and India, with logical data isolation and access control features.\\n\\nSelf-serve user management: Easily add or remove users from your workspace and manage"
       },
       {
-        "id": "ART-4174_KNOWLEDGE_NODE-11",
-        "text": "(EEA) is adequately protected, even when transferred to countries that may not offer an equivalent level of data protection.\\n\\n### UK-Specific Clauses\\n\\nFollowing Brexit, we also apply tailored safeguards for personal data transferred from the United Kingdom. We leverage the UK\\xe2\\x80\\x99s International Data Transfer Addendum to the EU SCCs, which ensures compliance with UK-specific data transfer requirements and aligns with the standards established by the UK\\xe2\\x80\\x99s Information",
-        "title": "Data Processing Agreement | DevRev"
+        "id": "ART-4174_KNOWLEDGE_NODE-10",
+        "title": "Data Processing Agreement | DevRev",
+        "text": "data privacy laws. To support this commitment, we use industry-standard frameworks and legal instruments to facilitate the lawful and secure transfer of personal data across borders.\\n\\n### EU Standard Contractual Clauses (SCCs)\\n\\nFor data transfers involving EU-based users, DevRev relies on the EU Standard Contractual Clauses (SCCs). These clauses, approved by the European Commission, provide contractual safeguards to ensure that personal data transferred outside the European Economic Area"
       },
       {
-        "id": "ART-4174_KNOWLEDGE_NODE-12",
-        "text": "Commissioner\\xe2\\x80\\x99s Office (ICO).\\n\\n### United States Data Transfer Mechanisms\\n\\nFor personal data transfers to the United States, DevRev employs recognized contractual frameworks and implements additional measures, as necessary, to safeguard your information in accordance with evolving U.S. data protection guidelines. We work to align with relevant standards and best practices to address regulatory considerations around cross-border data transfers.\\n\\n### What about Personal Data use",
-        "title": "Data Processing Agreement | DevRev"
+        "id": "ART-4174_KNOWLEDGE_NODE-9",
+        "title": "Data Processing Agreement | DevRev",
+        "text": "behalf, as well as explanations on how such parties safeguard your data.\\n* **Standard Contractual clauses and other country specific clauses:** Our DPA also includes the EU Commission's Standard Contractual clausesand other country specific clauses for transferring and processing data outside of the EEA, UK and USA.\\n\\n### How does DevRev handle International Data transfers?\\n\\nAt DevRev, we understand the importance of securely managing international data transfers in compliance with global"
       },
       {
-        "id": "ART-4183_KNOWLEDGE_NODE-1",
-        "text": "More](https://cdn.sanity.io/files/umrbtih2/development/8c3ab1aef7fee37a816c3116a89b08b5db2ba541.pdf)\\n\\nDeveloping and maintaining an incident response plan that includes subprocessors\\xe2\\x80\\x99 roles in managing data breaches.\\n\\n![]()\\n\\nChoose another country or region to see content specific to your location.\\n\\n\\xf0\\x9f\\x8c\\x8e  English\\xf0\\x9f\\x87\\xaf\\xf0\\x9f\\x87\\xb5  Japanese\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about",
-        "title": "Security Subprocessors - GDPR Compliance | DevRev"
+        "id": "ART-888_KNOWLEDGE_NODE-42",
+        "title": "Privacy Policy",
+        "text": "spaces under your sole control.How we transfer information we collect internationallyInternational transfers of information we collectWe collect information globally and may transfer, process and store your information outside of your country of residence, to wherever we or our third-party service providers operate for the purpose of providing you the Services. Whenever we transfer your information, we take steps to protect it.International transfers within the DevRev Companies: To facilitate"
       },
       {
-        "id": "ART-4174_KNOWLEDGE_NODE-10",
-        "text": "data privacy laws. To support this commitment, we use industry-standard frameworks and legal instruments to facilitate the lawful and secure transfer of personal data across borders.\\n\\n### EU Standard Contractual Clauses (SCCs)\\n\\nFor data transfers involving EU-based users, DevRev relies on the EU Standard Contractual Clauses (SCCs). These clauses, approved by the European Commission, provide contractual safeguards to ensure that personal data transferred outside the European Economic Area",
-        "title": "Data Processing Agreement | DevRev"
+        "id": "ART-888_KNOWLEDGE_NODE-44",
+        "title": "Privacy Policy",
+        "text": "protection clauses, which have been largely adopted by countries worldwide or other appropriate legal mechanisms to safeguard the transfer.International transfers to third parties: Some of the third parties described in this privacy policy, which provide services to us under contract, are based in other countries that may not have equivalent privacy and data protection laws to the country in which you reside. When we share information of customers in the European Economic Area, the UK, or"
       },
       {
-        "id": "ART-888_KNOWLEDGE_NODE-43",
-        "text": "our global operations, we transfer information globally and allow access to that information from countries in which the DevRev owned or operated companies and have operations for the purposes described in this policy. These countries may not have equivalent privacy and data protection laws to the laws of many of the countries where our customers and users are based. When we share information about you within and among DevRev corporate affiliates, we make use of standard contractual data",
-        "title": "Privacy Policy"
+        "id": "ART-4174_KNOWLEDGE_NODE-8",
+        "title": "Data Processing Agreement | DevRev",
+        "text": "we implement to keep your data secure, such as encryption, access controls, and regular security audits.\\n* **Data Subject Rights:** Information on how we support you in responding to requests from individuals to exercise their rights under data protection laws.\\n* **Data Transfer:** Terms regarding international data transfers, ensuring compliance with GDPR and other regulatory frameworks.\\n* **Subprocessors:** A list of any third parties we partner we engage in order to process data on your"
       },
       {
-        "id": "ART-4174_KNOWLEDGE_NODE-9",
-        "text": "behalf, as well as explanations on how such parties safeguard your data.\\n* **Standard Contractual clauses and other country specific clauses:** Our DPA also includes the EU Commission's Standard Contractual clausesand other country specific clauses for transferring and processing data outside of the EEA, UK and USA.\\n\\n### How does DevRev handle International Data transfers?\\n\\nAt DevRev, we understand the importance of securely managing international data transfers in compliance with global",
-        "title": "Data Processing Agreement | DevRev"
+        "id": "ART-4174_KNOWLEDGE_NODE-11",
+        "title": "Data Processing Agreement | DevRev",
+        "text": "(EEA) is adequately protected, even when transferred to countries that may not offer an equivalent level of data protection.\\n\\n### UK-Specific Clauses\\n\\nFollowing Brexit, we also apply tailored safeguards for personal data transferred from the United Kingdom. We leverage the UK\\xe2\\x80\\x99s International Data Transfer Addendum to the EU SCCs, which ensures compliance with UK-specific data transfer requirements and aligns with the standards established by the UK\\xe2\\x80\\x99s Information"
       },
       {
-        "id": "ART-4174_KNOWLEDGE_NODE-8",
-        "text": "we implement to keep your data secure, such as encryption, access controls, and regular security audits.\\n* **Data Subject Rights:** Information on how we support you in responding to requests from individuals to exercise their rights under data protection laws.\\n* **Data Transfer:** Terms regarding international data transfers, ensuring compliance with GDPR and other regulatory frameworks.\\n* **Subprocessors:** A list of any third parties we partner we engage in order to process data on your",
-        "title": "Data Processing Agreement | DevRev"
+        "id": "ART-4174_KNOWLEDGE_NODE-12",
+        "title": "Data Processing Agreement | DevRev",
+        "text": "Commissioner\\xe2\\x80\\x99s Office (ICO).\\n\\n### United States Data Transfer Mechanisms\\n\\nFor personal data transfers to the United States, DevRev employs recognized contractual frameworks and implements additional measures, as necessary, to safeguard your information in accordance with evolving U.S. data protection guidelines. We work to align with relevant standards and best practices to address regulatory considerations around cross-border data transfers.\\n\\n### What about Personal Data use"
       },
       {
-        "id": "ART-4174_KNOWLEDGE_NODE-15",
-        "text": "the GDPR as well as any other specific local legal requirements.\\n\\n### What about data security?\\n\\nWe have implemented industry standard organisational and other security like SOC-II certification to keep your data safe.\\n\\nYou can find out more about the security measures we employ by following this [link](https://security.devrev.ai/).\\n\\n### Reach out to us with any additional questions.\\n\\nShould you have any additional questions about privacy and data processing at DevRev, our data",
-        "title": "Data Processing Agreement | DevRev"
+        "id": "ART-888_KNOWLEDGE_NODE-43",
+        "title": "Privacy Policy",
+        "text": "our global operations, we transfer information globally and allow access to that information from countries in which the DevRev owned or operated companies and have operations for the purposes described in this policy. These countries may not have equivalent privacy and data protection laws to the laws of many of the countries where our customers and users are based. When we share information about you within and among DevRev corporate affiliates, we make use of standard contractual data"
       },
       {
-        "id": "ART-4183_KNOWLEDGE_NODE-4",
-        "text": "Policy](/legal/cookie-policy)\\n* [Privacy Policy](/legal/privacy-policy)\\n* [Terms of Service](/legal/terms-of-service)\\n\\n[System Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.'",
-        "title": "Security Subprocessors - GDPR Compliance | DevRev"
+        "id": "ART-888_KNOWLEDGE_NODE-45",
+        "title": "Privacy Policy",
+        "text": "Switzerland, we make use of the European Commission-approved standard contractual data protection clauses, binding corporate rules for transfers to data processors, or other appropriate legal mechanisms to safeguard the transfer.Notice to End UsersMany of our products are intended for use by organizations. Where the Services are made available to you through an organization (e.g. your employer), that organization is the administrator of the Services and is responsible for the accounts and/or"
       }
     ]
   },
@@ -1180,54 +1180,54 @@
     "query": "declarative pathing within the bot",
     "retrievals": [
       {
-        "id": "ART-1950_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Parts & trails | Computer by DevRev | DevRev"
+        "id": "ART-1961_KNOWLEDGE_NODE-34",
+        "title": "Workflows | Computer by DevRev | DevRev",
+        "text": "button toolbar.\\n4. Set your triggers. You can have multiple triggers within a single workflow.\\n5. To configure your workflow, utilize the data reference pane to select values from previous nodes.\\n6. Connect steps with multiple paths as needed, allowing for the management of complex workflows on one canvas.\\n7. To add conditional logic, use a control step.\\n\\n   Select a value for the LHS; select the appropriate operator; and enter or select a value for the RHS, which can be a literal value"
       },
       {
-        "id": "ART-12391_KNOWLEDGE_NODE-6",
-        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint",
-        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev"
+        "id": "ART-1976_KNOWLEDGE_NODE-2",
+        "title": "Routing | Computer for Support Teams | DevRev",
+        "text": "[Object customization](/docs/product/object-customization)\\n  + [Glossary \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://support.devrev.ai/devrev/article/ART-16784-glossary)\\n  + [Search](/docs/product/search)\\n  + [Workflows](/docs/product/workflow-engine)\\n\\n    - [Workflow action library](/docs/product/action-library)\\n    - [Triggers](/docs/product/trigger-library)\\n    - [Conversational workflows](/docs/product/conversational-workflows)\\n    - [Workflow management](/docs/product/workflow-management)\\n"
       },
       {
-        "id": "ART-1996_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Roadmap | Computer for Builders | DevRev"
+        "id": "ART-1976_KNOWLEDGE_NODE-23",
+        "title": "Routing | Computer for Support Teams | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Pick user node capabilities](#pick-user-node-capabilities)\\n* [Additional routing"
       },
       {
-        "id": "ART-1987_KNOWLEDGE_NODE-28",
-        "text": "Computer either creates a ticket or routes the conversation using the relevant routing rule.\\n\\n![]()\\n\\nGoal-oriented mode (Beta)\\n-------------------------\\n\\nThe goal-oriented agent allows users to create complete workflows triggered by their actions.\\n\\nGoal-oriented mode is currently in beta. Contact our support team for more information.\\n\\n[PreviousCollections](/docs/product/collection)[NextBest practices for documentation that supports AI](/docs/product/writing-bp)\\n\\n#### On this",
-        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+        "id": "ART-1989_KNOWLEDGE_NODE-37",
+        "title": "Commands | Computer for Support Teams | DevRev",
+        "text": "follow a common structure for easy categorization and search. If you have common themes or categories, the exact convention is up to you to standardize for your teams.\\n\\n  One possible convention is Category-Subcategory-Specific command subject. For example:\\n\\n  + Rerouting-Reroute to payments-Refund\\n  + Rerouting-Reroute to payments-Payment failure\\n  + Rerouting-Reroute to Sales\\n\\n[PreviousBest practices for documentation that supports AI](/docs/product/writing-bp)[NextService-level"
       },
       {
-        "id": "ART-1950_KNOWLEDGE_NODE-6",
-        "text": "practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint mode](/docs/product/sprint)\\n  + [Enhancements](/docs/product/enhancements)\\n  +",
-        "title": "Parts & trails | Computer by DevRev | DevRev"
+        "id": "ART-16803_KNOWLEDGE_NODE-5",
+        "title": "Workflow nodes | Workflows | Computer by DevRev | DevRev",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best"
       },
       {
-        "id": "ART-12394_KNOWLEDGE_NODE-6",
-        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint",
-        "title": "Workflow management | Workflows | Computer by DevRev | DevRev"
+        "id": "ART-12391_KNOWLEDGE_NODE-6",
+        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev",
+        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint"
       },
       {
-        "id": "ART-12391_KNOWLEDGE_NODE-29",
-        "text": "type that causes the agent to pause (for example, DevUser). |\\n| additional\\\\_context (optional) | String | Additional context you want to pass to the agent for more personalized responses. You can also use variables from previous steps here. |\\n\\n![]()\\n\\n* Each button creates a corresponding output port in the workflow.\\n* When a button is clicked, the original message is updated to remove the\\n  buttons.\\n* A confirmation message is added showing which option was",
-        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev"
+        "id": "ART-1989_KNOWLEDGE_NODE-2",
+        "title": "Commands | Computer for Support Teams | DevRev",
+        "text": "[Object customization](/docs/product/object-customization)\\n  + [Glossary \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://support.devrev.ai/devrev/article/ART-16784-glossary)\\n  + [Search](/docs/product/search)\\n  + [Workflows](/docs/product/workflow-engine)\\n\\n    - [Workflow action library](/docs/product/action-library)\\n    - [Triggers](/docs/product/trigger-library)\\n    - [Conversational workflows](/docs/product/conversational-workflows)\\n    - [Workflow management](/docs/product/workflow-management)\\n"
       },
       {
         "id": "ART-12390_KNOWLEDGE_NODE-6",
-        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint",
-        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev"
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint"
       },
       {
-        "id": "ART-1950_KNOWLEDGE_NODE-12",
-        "text": "Node](/docs/automations/search-node)\\n    - [Sentiment evaluator](/docs/automations/sentiment-evaluator)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Real-time sentiment evaluator](/docs/automations/realtime-sentiment-evaluator)\\n    - [Send customized emails](/docs/automations/send-emails)\\n    - [StageFlow automator](/docs/automations/stageflow-automator)\\n    - [Smart issue creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for",
-        "title": "Parts & trails | Computer by DevRev | DevRev"
+        "id": "ART-12394_KNOWLEDGE_NODE-6",
+        "title": "Workflow management | Workflows | Computer by DevRev | DevRev",
+        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint"
       },
       {
-        "id": "ART-1950_KNOWLEDGE_NODE-25",
-        "text": "be recursively made of smaller parts. Events and work items must be related to parts. In general, parts are the core objects that almost all other objects are linked to, which helps enforce the notion of tying everything back to the product or service.\\n\\n\\xf0\\x9f\\x8e\\xa5 Video: Trails\\n\\n*Trails* is an extensible interface that allows you to view and manage your part hierarchy and related items. Think of it like a graph canvas that\\'s rendering linkages among items\\xe2\\x80\\x94including",
-        "title": "Parts & trails | Computer by DevRev | DevRev"
+        "id": "ART-3205_KNOWLEDGE_NODE-6",
+        "title": "Set user preference for group | Automate | Snap-ins | DevRev",
+        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint"
       }
     ]
   },
@@ -1236,54 +1236,54 @@
     "query": "resolution time grouped by Priority and Customer segment",
     "retrievals": [
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-41",
-        "text": "resolution is due in one day, the vista displays five minutes. In the case where the first response isn't provided within five minutes, the timer displays negative values (such as -10m), which indicates that it's been 10 minutes since the first response was due. Conversations or tickets can also be grouped by SLA stages.\\n\\nIn the **Detailed View**, all metrics applied to the ticket or conversation can be viewed along with their current stage.\\n\\nFiltering tickets by Next SLA",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-15716_KNOWLEDGE_NODE-36",
+        "title": "Support queries related playbook",
+        "text": "the Dashboards section.\\n\\nAdd a widget for \\xe2\\x80\\x9cTicket Resolution Time\\xe2\\x80\\x9d or \\xe2\\x80\\x9cAverage Time to Resolution.\\xe2\\x80\\x9d\\n\\nConfigure the widget to display data by agent, team, or time period.\\n\\nUse filters to focus on specific ticket types, priorities, or customer segments.\\n\\nFor more granular analysis, use a table or chart widget with custom SQL or filters.\\n\\nThis will help you monitor and improve your team\\xe2\\x80\\x99s responsiveness.5. Configuring branding of the"
       },
       {
-        "id": "ART-1003_KNOWLEDGE_NODE-20",
-        "text": "AverageResolutionTime\\nFROM tickets t\\nWHERE t.status = 'resolved'\\nAND EXTRACT(@period FROM t.created_at) = EXTRACT(@period FROM CURRENT_DATE);\\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\\n\\n\\nCustomer Satisfaction Score (CSAT)\\n\\n\\n  Definition\\n    \\n      A metric that gauges customer satisfaction with the support provided, typically collected through surveys.\\n    \\n  \\n  Calculation\\n    \\n      (Number of satisfied responses) / (Total number of responses) * 100\\n",
-        "title": "Understanding a Support Lead's Pain Points and KPIs"
+        "id": "ART-1004_KNOWLEDGE_NODE-7",
+        "title": "Understanding a Support Engineer's Pain Points and KPIs",
+        "text": "time it takes for a specific support engineer to resolve a customer issue from the moment it\\xe2\\x80\\x99s reported.\\n    \\n  \\n  Calculation\\n    \\n      (Sum of resolution times for all resolved tickets by the engineer) / (Total number of resolved tickets by the engineer)\\n    \\n  \\n\\n\\nSELECT engineer_id, AVG(TIMESTAMPDIFF(MINUTE, t.created_at, t.resolved_at)) AS IndividualAverageResolutionTime\\nFROM tickets t\\nWHERE t.status = 'resolved'\\nAND EXTRACT(@period FROM t.created_at) ="
       },
       {
-        "id": "ART-1039_KNOWLEDGE_NODE-3",
-        "text": "high-quality video experiences became undeniable.\\n\\nThe Challenge\\n-------------\\n\\nProviding exceptional customer support means connecting with your customers wherever they are, in real-time. As companies scale, it becomes increasingly difficult to provide the same high standard of service to a growing number of customers \\xe2\\x80\\x94 without breaking the bank. In today\\xe2\\x80\\x99s crowded marketplace where it\\xe2\\x80\\x99s possible to get a SaaS company up and running in less than a day,",
-        "title": "100ms delivers differentiated customer support through a unified channel"
+        "id": "ART-1003_KNOWLEDGE_NODE-19",
+        "title": "Understanding a Support Lead's Pain Points and KPIs",
+        "text": "t.created_at) = EXTRACT(@period FROM CURRENT_DATE);\\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\\n\\n\\nAverage Resolution Time (ART)\\n\\n\\n  Definition\\n    \\n      The average time it takes to resolve a customer issue from the moment it\\xe2\\x80\\x99s reported.\\n    \\n  \\n  Calculation\\n    \\n      (Sum of resolution times for all resolved tickets) / (Total number of resolved tickets)\\n    \\n  \\n\\n\\nSELECT AVG(TIMESTAMPDIFF(MINUTE, t.created_at, t.resolved_at)) AS"
       },
       {
-        "id": "ART-1039_KNOWLEDGE_NODE-15",
-        "text": "[SLA](/legal/sla)\\n* [DPA](/legal/dpa)\\n* [Subprocessors](/security/sub-processors)\\n* [Cookie Policy](/legal/cookie-policy)\\n* [Privacy Policy](/legal/privacy-policy)\\n* [Terms of Service](/legal/terms-of-service)\\n\\n[System Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.'",
-        "title": "100ms delivers differentiated customer support through a unified channel"
+        "id": "ART-1970_KNOWLEDGE_NODE-26",
+        "title": "Conversation-Team Performance | Support analytics | Computer for Support Teams | DevRev",
+        "text": "Conversations with SLA breaches with breach type for ticket owners.\\n* **SLA breaches w.r.t. Customer Tier**\\n\\n  Number of Conversations with SLA breaches per owner.\\n* **Average Resolution Time**\\n\\n  Indicates the average time taken to resolve requests for each conversation owner.\\n\\n[PreviousConversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)[NextTicket insights](/docs/dashboards/ticket-insights)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-39",
-        "text": "marked as spam |  |  |\\n| Next response time |  | A new message on the conversation with the customer after the customer experience engineer replied | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is marked as spam |  |  |\\n| Full resolution time |  | Conversation created | * The conversation has moved to the Resolved/Archived  * The conversation is marked as spam | The conversation is moved to Waiting on User | The",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1003_KNOWLEDGE_NODE-20",
+        "title": "Understanding a Support Lead's Pain Points and KPIs",
+        "text": "AverageResolutionTime\\nFROM tickets t\\nWHERE t.status = 'resolved'\\nAND EXTRACT(@period FROM t.created_at) = EXTRACT(@period FROM CURRENT_DATE);\\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\\n\\n\\nCustomer Satisfaction Score (CSAT)\\n\\n\\n  Definition\\n    \\n      A metric that gauges customer satisfaction with the support provided, typically collected through surveys.\\n    \\n  \\n  Calculation\\n    \\n      (Number of satisfied responses) / (Total number of responses) * 100\\n"
       },
       {
-        "id": "ART-1039_KNOWLEDGE_NODE-5",
-        "text": "problem was interacting with our customers and really understanding the urgency of every conversation. We had over 300 Slack Connect channels for our users. The conversations could go from design discussions to finding bugs to architecture, and there was no way to delineate these conversations from ones where a customer is saying, \\xe2\\x80\\x98I\\xe2\\x80\\x99m having an outage right now. I need urgent help\\xe2\\x80\\x9d.\\n\\nManaging and prioritizing customer conversations and requests in Slack was a",
-        "title": "100ms delivers differentiated customer support through a unified channel"
+        "id": "ART-1004_KNOWLEDGE_NODE-6",
+        "title": "Understanding a Support Engineer's Pain Points and KPIs",
+        "text": "first responses by the engineer)\\n    \\n  \\n\\n\\nSELECT engineer_id, AVG(TIMESTAMPDIFF(MINUTE, t.created_at, r.created_at)) AS IndividualFirstResponseTime\\nFROM tickets t\\nJOIN responses r ON t.id = r.ticket_id\\nWHERE r.is_first_response = 1\\nAND EXTRACT(@period FROM t.created_at) = EXTRACT(@period FROM CURRENT_DATE)\\nGROUP BY engineer_id;\\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\\n\\n\\nIndividual Average Resolution Time (ART)\\n\\n\\n  Definition\\n    \\n      The average"
       },
       {
-        "id": "ART-2133_KNOWLEDGE_NODE-21",
-        "text": "customer at a much deeper level.\\n\\nTime Travel Establishing the history of a customer \\xe2\\x80\\x93 events, changes to records, versions, time logs\\xe2\\x80\\xa6 essentially traveling back in time \\xe2\\x80\\x93 is one of the hardest things in customer relationship management. Support, product management, and other business-to-business conversations\\n\\nPage 7 of 16\\n\\nThe Essential Methodology\\n\\nLess But Better\\n\\nare otherwise mostly point-in- time, with a lot of recency bias that results in",
-        "title": "The Essential Methodology: Less but Better"
+        "id": "ART-1986_KNOWLEDGE_NODE-37",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "a customer  * The ticket was created by a customer experience engineer but reported by a customer | A new comment on the ticket by the customer after the customer experience engineer replied | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\\n| Full resolution time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | The"
       },
       {
-        "id": "ART-1003_KNOWLEDGE_NODE-19",
-        "text": "t.created_at) = EXTRACT(@period FROM CURRENT_DATE);\\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\\n\\n\\nAverage Resolution Time (ART)\\n\\n\\n  Definition\\n    \\n      The average time it takes to resolve a customer issue from the moment it\\xe2\\x80\\x99s reported.\\n    \\n  \\n  Calculation\\n    \\n      (Sum of resolution times for all resolved tickets) / (Total number of resolved tickets)\\n    \\n  \\n\\n\\nSELECT AVG(TIMESTAMPDIFF(MINUTE, t.created_at, t.resolved_at)) AS",
-        "title": "Understanding a Support Lead's Pain Points and KPIs"
+        "id": "ART-1986_KNOWLEDGE_NODE-39",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "marked as spam |  |  |\\n| Next response time |  | A new message on the conversation with the customer after the customer experience engineer replied | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is marked as spam |  |  |\\n| Full resolution time |  | Conversation created | * The conversation has moved to the Resolved/Archived  * The conversation is marked as spam | The conversation is moved to Waiting on User | The"
       },
       {
-        "id": "ART-970_KNOWLEDGE_NODE-47",
-        "text": "customers, including their support interactions, engagements, and product usage.\\n  Consider the possibilities of identifying and prioritizing high-impact items based on their revenue implications.\\n\\n\\nSupport Engineer:\\n\\n\\n  How would your approach change if you knew about potential opportunities or deals with the customer?\\n  Imagine not having to engage in the tedious task of copying and pasting between engineering issues and your tickets.\\n  What if you could effortlessly track the status",
-        "title": "The Story"
+        "id": "ART-1977_KNOWLEDGE_NODE-26",
+        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev",
+        "text": "owner.\\n* **Average Resolution Time**\\n\\n  Average time taken to resolve tickets by ticket owners.\\n\\n[PreviousTicket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)[NextConversations](/docs/product/conversation)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For"
       },
       {
-        "id": "ART-1004_KNOWLEDGE_NODE-7",
-        "text": "time it takes for a specific support engineer to resolve a customer issue from the moment it\\xe2\\x80\\x99s reported.\\n    \\n  \\n  Calculation\\n    \\n      (Sum of resolution times for all resolved tickets by the engineer) / (Total number of resolved tickets by the engineer)\\n    \\n  \\n\\n\\nSELECT engineer_id, AVG(TIMESTAMPDIFF(MINUTE, t.created_at, t.resolved_at)) AS IndividualAverageResolutionTime\\nFROM tickets t\\nWHERE t.status = 'resolved'\\nAND EXTRACT(@period FROM t.created_at) =",
-        "title": "Understanding a Support Engineer's Pain Points and KPIs"
+        "id": "ART-1972_KNOWLEDGE_NODE-27",
+        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev",
+        "text": "by Channel**\\n\\n  Number of tickets where SLA was breached for each source channel.\\n* **SLA breaches by Subtype**\\n\\n  Number of tickets where SLA was breached for each ticket subtype.\\n* **SLA breaches by Owner**\\n\\n  Number of Tickets with SLA breaches for ticket owners.\\n* **Avg CSAT by SLA status**\\n\\n  Average CSAT rating of tickets w.r.t. their SLA status and severity.\\n* **Unassigned Tickets with SLA breaches per Customer**\\n\\n  Number of Unassigned Tickets with SLA breaches for each"
       }
     ]
   },
@@ -1292,54 +1292,54 @@
     "query": "add attributes in MSAT snap-in",
     "retrievals": [
       {
-        "id": "ART-1846_KNOWLEDGE_NODE-8",
-        "text": "example of a snap-kit JSON:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"snap_kit_body\": { |\\n| 3 | \"body\": { |\\n| 4 | \"snaps\": [ |\\n| 5 | { |\\n| 6 | \"elements\": [ |\\n| 7 | { |\\n| 8 | \"action_id\": \"user_snap_kit_action\", |\\n| 9 | \"action_type\": \"remote\", |\\n| 10 | \"elements\": [ |\\n| 11 | { |\\n| 12 | \"element\": { |\\n| 13 | \"action_id\": \"select\", |\\n| 14 | \"action_type\": \"client\", |\\n| 15 | \"initial_selected_option\": { |\\n| 16 | \"text\": { |\\n| 17 | \"text\": \"Ticket\", |\\n| 18 | \"type\":",
-        "title": "Customizing snap-in configuration | DevRev | Docs"
+        "id": "ART-1281_KNOWLEDGE_NODE-4",
+        "title": "Snap-in manifest | DevRev | Docs",
+        "text": "the end-user.> |\\n| 7 |  |\\n| 8 | - name: <The name of the keyring that should be used for the snap-in.> |\\n| 9 | description: <A description of the functions of this keyring.> |\\n| 10 | display_name: <The name shown to the user.> |\\n| 11 | types: <List of all keyring types that can be selected by the end-user.> |\\n| 12 | user: |\\n| 13 | - name: <The name of the keyring that should be used for the snap-in.> |\\n| 14 | description: <A description of the functions of this keyring.> |\\n| 15 |"
       },
       {
-        "id": "ART-1278_KNOWLEDGE_NODE-6",
-        "text": "discussion tab of the specified Product\\nsection. The configuration for this action can be customized through the input\\nparameters of the snap-in.\\n\\n[2](/snapin-development/tutorials/triggered-external-source#creating-the-snap-in)\\n\\n### Creating the snap-in\\n\\n#### Updating the manifest\\n\\nTo outline the structure of the snap-in, the initial step is to define key\\nattributes in the snap-in\\xe2\\x80\\x99s manifest. Begin by specifying the name, description,\\nand account display name for the",
-        "title": "Snap-in triggered by an external source | DevRev | Docs"
+        "id": "ART-1281_KNOWLEDGE_NODE-5",
+        "title": "Snap-in manifest | DevRev | Docs",
+        "text": "display_name: <The name shown to the user.> |\\n| 16 | types: <List of all keyring types that can be selected by the end-user.> |\\n| 17 |  |\\n| 18 | - name: <The name of the keyring that should be used for the snap-in.> |\\n| 19 | description: <A description of the functions of this keyring.> |\\n| 20 | display_name: <The name shown to the user.> |\\n| 21 | types: <List of all keyring types that can be selected by the end-user.> |\\n```\\n\\nFor example:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | keyrings:"
       },
       {
-        "id": "ART-1846_KNOWLEDGE_NODE-19",
-        "text": "change in future updates.\\n\\nFor more details on the snap-kit JSON format and available elements, refer to the [DevRev Snap-kit documentation](/snapin-development/references/snapkit).\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/snapin-development/references/snap-in-resources)[#### Development best practices\\n\\nNext](/snapin-development/best-practices)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Customizing snap-in configuration | DevRev | Docs"
+        "id": "ART-1490_KNOWLEDGE_NODE-5",
+        "title": "Snap-in manifest \u2014 DevRev | Docs",
+        "text": "display_name: <The name shown to the user.>  \\n    6|       types: <List of all keyring types that can be selected by the end-user.>  \\n    7|   \\n    8|     - name: <The name of the keyring that should be used for the snap-in.>  \\n    9|       description: <A description of the functions of this keyring.>  \\n    10|       display_name: <The name shown to the user.>  \\n    11|       types: <List of all keyring types that can be selected by the end-user.>  \\n    12|   user:  \\n    13|     -"
       },
       {
-        "id": "ART-1847_KNOWLEDGE_NODE-9",
-        "text": "JSON:\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"snap_kit_body\": {  \\n    3|     \"body\": {  \\n    4|       \"snaps\": [  \\n    5|         {  \\n    6|           \"elements\": [  \\n    7|             {  \\n    8|               \"action_id\": \"user_snap_kit_action\",  \\n    9|               \"action_type\": \"remote\",  \\n    10|               \"elements\": [  \\n    11|                 {  \\n    12|                   \"element\": {  \\n    13|                     \"action_id\": \"select\",  \\n    14|",
-        "title": "Customizing snap-in configuration \u2014 DevRev | Docs"
+        "id": "ART-1281_KNOWLEDGE_NODE-17",
+        "title": "Snap-in manifest | DevRev | Docs",
+        "text": "|\\n| 29 | \"created_by\": {}, |\\n| 30 | \"created_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 31 | \"display_id\": \"string\", |\\n| 32 | \"id\": \"string\", |\\n| 33 | \"modified_by\": {}, |\\n| 34 | \"modified_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 35 | \"display_name\": \"string\", |\\n| 36 | \"description\": \"string\", |\\n| 37 | \"domains\": [ |\\n| 38 | null |\\n| 39 | ], |\\n| 40 | \"external_refs\": [ |\\n| 41 | null |\\n| 42 | ], |\\n| 43 | \"owned_by\": [ |\\n| 44 | {} |\\n| 45 | ], |\\n| 46 | \"tier\": \"string\" |\\n| 47 | } |\\n|"
       },
       {
-        "id": "ART-1473_KNOWLEDGE_NODE-9",
-        "text": "displaying them on the discussion tab of the specified Product section. The configuration for this action can be customized through the input parameters of the snap-in.\\n\\n[2](/public/snapin-development/tutorials/triggered-external-source#creating-the-snap-in)\\n\\n### Creating the snap-in\\n\\n#### Updating the manifest\\n\\nTo outline the structure of the snap-in, the initial step is to define key attributes in the snap-in\\xe2\\x80\\x99s manifest. Begin by specifying the name, description, and",
-        "title": "Snap-in triggered by an external source \u2014 DevRev | Docs"
+        "id": "ART-1281_KNOWLEDGE_NODE-16",
+        "title": "Snap-in manifest | DevRev | Docs",
+        "text": "\"string\", |\\n| 8 | \"modified_by\": {}, |\\n| 9 | \"modified_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 10 | \"display_name\": \"string\", |\\n| 11 | \"description\": \"string\", |\\n| 12 | \"domains\": [ |\\n| 13 | null |\\n| 14 | ], |\\n| 15 | \"external_refs\": [ |\\n| 16 | null |\\n| 17 | ], |\\n| 18 | \"owned_by\": [ |\\n| 19 | {} |\\n| 20 | ], |\\n| 21 | \"tier\": \"string\" |\\n| 22 | } |\\n| 23 | }, |\\n| 24 | \"account_deleted\": { |\\n| 25 | \"id\": \"ACC-12345\" |\\n| 26 | }, |\\n| 27 | \"account_updated\": { |\\n| 28 | \"account\": {"
       },
       {
-        "id": "ART-1846_KNOWLEDGE_NODE-1",
-        "text": "(beta)](/snapin-development/references/customizing-snap-in-configuration#update-snap-in-inputs-beta)\\n* [Request payload](/snapin-development/references/customizing-snap-in-configuration#request-payload)\\n* [Response](/snapin-development/references/customizing-snap-in-configuration#response)\\n* [Success response](/snapin-development/references/customizing-snap-in-configuration#success-response)\\n* [Error",
-        "title": "Customizing snap-in configuration | DevRev | Docs"
+        "id": "ART-1281_KNOWLEDGE_NODE-33",
+        "title": "Snap-in manifest | DevRev | Docs",
+        "text": "\"created_by\": {}, |\\n| 317 | \"created_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 318 | \"display_id\": \"string\", |\\n| 319 | \"id\": \"string\", |\\n| 320 | \"modified_by\": {}, |\\n| 321 | \"modified_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 322 | \"allowed_values\": [ |\\n| 323 | null |\\n| 324 | ], |\\n| 325 | \"description\": \"string\", |\\n| 326 | \"name\": \"string\" |\\n| 327 | } |\\n| 328 | }, |\\n| 329 | \"timeline_entry_created\": { |\\n| 330 | \"entry\": { |\\n| 331 | \"created_by\": {}, |\\n| 332 | \"created_date\":"
       },
       {
-        "id": "ART-1276_KNOWLEDGE_NODE-6",
-        "text": "manifest\\n\\nTo outline the structure of the snap-in, the initial step is to define key attributes in the snap-in\\xe2\\x80\\x99s manifest. Begin by specifying the name, description, and account display name for the snap-in.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | version: \"2\" |\\n| 2 | name: \"GitHub issue creator\" |\\n| 3 | description: \"Replicate DevRev issues in GitHub.\" |\\n| 4 |  |\\n| 5 | service_account: |\\n| 6 | display_name: GitHub Issue Creator",
-        "title": "Using a snap-in to perform an external action | DevRev | Docs"
+        "id": "ART-1957_KNOWLEDGE_NODE-27",
+        "title": "Object customization | Computer by DevRev | DevRev",
+        "text": "[Issues](./issues#attributes)\\n* [Tickets](./tickets#attributes)\\n* [Opportunity](./grow#opportunity-attributes)\\n* [Account](./grow#account-attributes)\\n* [Contact](./grow#contact-attributes)\\n* [Parts](./parts#attributes)\\n\\n![]()\\n\\nAdding custom fields can be done by workspace admins only. Members of your organization can only view the custom fields and subtypes.\\n\\nTo get started with object customization, go to [**Settings** > **Object"
       },
       {
-        "id": "ART-1472_KNOWLEDGE_NODE-10",
-        "text": "outline the structure of the snap-in, the initial step is to define key attributes in the snap-in\\xe2\\x80\\x99s manifest. Begin by specifying the name, description, and account display name for the snap-in.\\n\\n[code]\\n\\n    1| version: \"2\"  \\n    ---|---  \\n    2| name: \"GitHub issue creator\"  \\n    3| description: \"Replicate DevRev issues in GitHub.\"  \\n    4|   \\n    5| service_account:  \\n    6|   display_name: GitHub Issue Creator\\n[/code]  \\n",
-        "title": "Using a snap-in to perform an external action \u2014 DevRev | Docs"
+        "id": "ART-1281_KNOWLEDGE_NODE-27",
+        "title": "Snap-in manifest | DevRev | Docs",
+        "text": "\"2023-01-01T12:00:00.000Z\", |\\n| 218 | \"display_id\": \"string\", |\\n| 219 | \"id\": \"string\", |\\n| 220 | \"modified_by\": {}, |\\n| 221 | \"modified_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 222 | \"display_name\": \"string\", |\\n| 223 | \"description\": \"string\", |\\n| 224 | \"domain\": \"string\", |\\n| 225 | \"external_ref\": \"string\" |\\n| 226 | } |\\n| 227 | }, |\\n| 228 | \"rev_user_created\": { |\\n| 229 | \"rev_user\": { |\\n| 230 | \"created_by\": {}, |\\n| 231 | \"created_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 232 |"
       },
       {
-        "id": "ART-1847_KNOWLEDGE_NODE-2",
-        "text": "(beta)](/public/snapin-development/references/customizing-snap-in-configuration#update-snap-in-inputs-beta)\\n  * [Request payload](/public/snapin-development/references/customizing-snap-in-configuration#request-payload)\\n  * [Response](/public/snapin-development/references/customizing-snap-in-configuration#response)\\n  * [Success response](/public/snapin-development/references/customizing-snap-in-configuration#success-response)\\n  * [Error",
-        "title": "Customizing snap-in configuration \u2014 DevRev | Docs"
+        "id": "ART-1957_KNOWLEDGE_NODE-33",
+        "title": "Object customization | Computer by DevRev | DevRev",
+        "text": "text**: Add a placeholder text that will be visible to the users before they enter an input.\\n         * **Group name**: You can use a group name to create a group accordion for the chosen attributes.\\n   * **Field visibility**: Choose how you want the field to be visible to users.\\n   * **Field actionables**: Select actions that you can perform after creating a field such as grouping, filtering, and sorting.\\n   * **Tooltip**: Add information about the field which will be visible when hovered"
       },
       {
-        "id": "ART-1296_KNOWLEDGE_NODE-9",
-        "text": "changed.     Any existing function can be removed.   A new function can be added. |\\n| Commands | For existing commands:   - All properties can be changed.     Any existing command can be removed.   A new command can be added. |\\n| Snap-kit actions | For existing snap-kit-actions:   - The description can be changed.   - The function can be changed.     Any existing snap-kit-action can be removed.   A new snap-kit-action can be added. |\\n| Service account | The display name of the service",
-        "title": "Upgrade snap-ins | DevRev | Docs"
+        "id": "ART-1281_KNOWLEDGE_NODE-40",
+        "title": "Snap-in manifest | DevRev | Docs",
+        "text": "429 | \"modified_by\": {}, |\\n| 430 | \"modified_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 431 | \"applies_to_part\": {}, |\\n| 432 | \"artifacts\": [ |\\n| 433 | null |\\n| 434 | ], |\\n| 435 | \"body\": \"string\", |\\n| 436 | \"owned_by\": [ |\\n| 437 | {} |\\n| 438 | ], |\\n| 439 | \"reported_by\": [ |\\n| 440 | {} |\\n| 441 | ], |\\n| 442 | \"stage\": {}, |\\n| 443 | \"tags\": [ |\\n| 444 | {} |\\n| 445 | ], |\\n| 446 | \"target_close_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 447 | \"title\": \"string\", |\\n| 448 |"
       }
     ]
   },
@@ -1348,54 +1348,54 @@
     "query": "Slack bot not working after multiple test tickets",
     "retrievals": [
       {
-        "id": "ART-4021_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Slack scraper | Automate | Snap-ins | DevRev"
+        "id": "ART-2035_KNOWLEDGE_NODE-41",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "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 the primary ticket.\\n* No messages from the duplicate ticket sync to Slack.\\n* If a ticket is immutable but receives a new customer message in its Slack thread, a follow-up ticket is automatically created for future discussions.\\n\\n### New"
       },
       {
-        "id": "ART-12395_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Slack Broadcaster | Automate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-26",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "permissions: channel-read, groups-read, user.profile:read, users:read, users.read:email, chat-write, and userGroup-read.\\n4. Invite the bot to the workspace.\\n5. Save the bot access token as connection (snap-in secret) in DevRev app.\\n6. Invite the bot to the channels where the messages will be sent.\\n7. In the DevRev app, setup the connection in **Settings** > **Snap-ins** > **Connections** on top.\\n\\n   * Search and choose an existing connection or create a new one by clicking **+"
       },
       {
-        "id": "ART-4199_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+        "id": "ART-4199_KNOWLEDGE_NODE-28",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev",
+        "text": "**Trigger URL** that is displayed.\\n6. Paste the Trigger URL under **Enable Events** in the custom Slack bot.\\n\\n[PreviousTicket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)[NextIntegrate](/docs/integrate)\\n\\n#### On this page\\n\\n* [Install](#install)\\n* [Configure the custom Slack bot](#configure-the-custom-slack-bot)\\n* [Configure DevRev](#configure-devrev)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about"
       },
       {
-        "id": "ART-4199_KNOWLEDGE_NODE-28",
-        "text": "**Trigger URL** that is displayed.\\n6. Paste the Trigger URL under **Enable Events** in the custom Slack bot.\\n\\n[PreviousTicket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)[NextIntegrate](/docs/integrate)\\n\\n#### On this page\\n\\n* [Install](#install)\\n* [Configure the custom Slack bot](#configure-the-custom-slack-bot)\\n* [Configure DevRev](#configure-devrev)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about",
-        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-25",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "ticket\\'s owner and subscribers, when a ticket\\'s resolution time SLA changes into the *Warning* or *Breached* stage.\\n\\n![]()\\n\\nFor more information, refer to the\\n[SLA status change Slack notifier snap-in](/marketplace/sla-status-change-slack-notifier) on the DevRev\\nmarketplace.\\n\\nInstallation\\n------------\\n\\n1. Create a Slack app for your workspace in <https://api.slack.com/apps>.\\n2. In App features, generate bot token in **OAuth & Permissions**.\\n3. Grant the app bot the following"
       },
       {
-        "id": "ART-2035_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Slack | Integrate | Snap-ins | DevRev"
+        "id": "ART-12395_KNOWLEDGE_NODE-33",
+        "title": "Slack Broadcaster | Automate | Snap-ins | DevRev",
+        "text": "not support broadcasting to more than 650 channels at a time.\\n\\n[PreviousSlack scraper](/docs/automations/slack-scraper)[NextReported by enricher](/docs/automations/ticket-reported-by)\\n\\n#### On this page\\n\\n* [Configurations](#configurations)\\n* [Slack Connection](#slack-connection)\\n* [Features](#features)\\n* [Slash Commands](#slash-commands)\\n* [How to use](#how-to-use)\\n* [Inputs](#inputs)\\n* [CSV Format](#csv-format)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more"
       },
       {
-        "id": "ART-12395_KNOWLEDGE_NODE-13",
-        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
-        "title": "Slack Broadcaster | Automate | Snap-ins | DevRev"
+        "id": "ART-968_KNOWLEDGE_NODE-4",
+        "title": "Rocketium: On call Tagging - Slack",
+        "text": "the tagging is\\nrequired.\\n3. To generate a DevRev Connection via Secret snap-in service to establish a link with\\nthe Snapin deployed to the instance. Please paste the Oauth token copied within\\n\\xe2\\x80\\x98Secret\\xe2\\x80\\x99 shown in the image below.\\n\\n4. To ensure that the share ticket acknowledgment checkbox is enabled at the time of\\nticket creation for the app to perform the tagging.\\n\\n\\xe2\\x97\\x8b Limitations:\\n> It takes between 5-10 seconds for the tagging to occur from the ticket"
       },
       {
-        "id": "ART-12395_KNOWLEDGE_NODE-14",
-        "text": "Immutability](/docs/automations/ticket-immutability)\\n    - [Ticket email notifier](/docs/automations/ticket-email-notifier)\\n    - [Task tracker](/docs/automations/task-tracker)\\n    - [Ticket Tagger](/docs/automations/ticket-tagger)\\n    - [Tracxn sync](/docs/automations/tracxn-sync)\\n    - [User group validator](/docs/automations/user-group-validator)\\n    - [Work duration](/docs/automations/work-duration)\\n    - [Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    -",
-        "title": "Slack Broadcaster | Automate | Snap-ins | DevRev"
+        "id": "ART-12393_KNOWLEDGE_NODE-15",
+        "title": "Troubleshooting | Workflows | Computer by DevRev | DevRev",
+        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n"
       },
       {
-        "id": "ART-4199_KNOWLEDGE_NODE-14",
-        "text": "Immutability](/docs/automations/ticket-immutability)\\n    - [Ticket email notifier](/docs/automations/ticket-email-notifier)\\n    - [Task tracker](/docs/automations/task-tracker)\\n    - [Ticket Tagger](/docs/automations/ticket-tagger)\\n    - [Tracxn sync](/docs/automations/tracxn-sync)\\n    - [User group validator](/docs/automations/user-group-validator)\\n    - [Work duration](/docs/automations/work-duration)\\n    - [Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    -",
-        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+        "id": "ART-968_KNOWLEDGE_NODE-0",
+        "title": "Rocketium: On call Tagging - Slack",
+        "text": "b'Rocketium: Slack - On-call Tagging\\n\\n\\xe2\\x97\\x8f Problem statement:\\n\\xe2\\x97\\x8b Rocketium\\xe2\\x80\\x99s CS team creates tickets in DevRev from a specific Slack channel for their\\non-call team to address and work on them.\\n\\xe2\\x97\\x8b Currently, the users are required to manually tag the on-call Slack group members in\\nthe ticket description as shown in the image below.\\n\\n\\xe2\\x97\\x8b The requirement is to automatically tag the members without manual intervention.\\nNote: The requirement"
       },
       {
         "id": "ART-4199_KNOWLEDGE_NODE-13",
-        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
-        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+        "title": "Slack message agent | Automate | Snap-ins | DevRev",
+        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket"
       },
       {
-        "id": "ART-4021_KNOWLEDGE_NODE-13",
-        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
-        "title": "Slack scraper | Automate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-10",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "- [Bulk delete data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item"
       }
     ]
   },
@@ -1404,54 +1404,54 @@
     "query": "customizar severity de los tickets",
     "retrievals": [
       {
-        "id": "ART-1551_KNOWLEDGE_NODE-506",
-        "text": "organizations.\\n\\nticket.severity enum Optional\\n\\nFilters for tickets with any of the provided severities.\\n\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\n\\nFilters for records with any of the provided SLA stages.\\n\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\n\\nFilters for tickets with any of the provided source channels.\\n\\nticket.subtype string Optional\\n\\nFilters for tickets with any of the provided",
-        "title": "Update (Beta) \u2014 DevRev | Docs"
+        "id": "ART-1837_KNOWLEDGE_NODE-447",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets"
       },
       {
-        "id": "ART-1834_KNOWLEDGE_NODE-447",
-        "text": "organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype",
-        "title": "Delete \u2014 DevRev | Docs"
+        "id": "ART-1837_KNOWLEDGE_NODE-460",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets"
       },
       {
-        "id": "ART-1651_KNOWLEDGE_NODE-455",
-        "text": "the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue",
-        "title": "Create \u2014 DevRev | Docs"
+        "id": "ART-1308_KNOWLEDGE_NODE-449",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-29",
-        "text": "**Severity**: The importance of the ticket. Severity can be set to low, medium, blocker, or high.\\n* **Stage**: The current state of the issue. The stage attribute is used to track the progress of the issue through its lifecycle. For more information on stages, see [stages](#stages).\\n* **Part**: The part of the company or product that the issue is related to. For more information on parts, see [parts](./parts).\\n* **Created by**: The user who created the ticket.\\n* **Created date**: The date",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1792_KNOWLEDGE_NODE-450",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided"
       },
       {
-        "id": "ART-1633_KNOWLEDGE_NODE-454",
-        "text": "the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue",
-        "title": "List \u2014 DevRev | Docs"
+        "id": "ART-1592_KNOWLEDGE_NODE-449",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided"
       },
       {
-        "id": "ART-1654_KNOWLEDGE_NODE-466",
-        "text": "the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue",
-        "title": "List \u2014 DevRev | Docs"
+        "id": "ART-1592_KNOWLEDGE_NODE-462",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the"
       },
       {
-        "id": "ART-1651_KNOWLEDGE_NODE-468",
-        "text": "Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the",
-        "title": "Create \u2014 DevRev | Docs"
+        "id": "ART-1308_KNOWLEDGE_NODE-462",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the"
       },
       {
-        "id": "ART-1824_KNOWLEDGE_NODE-447",
-        "text": "the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue",
-        "title": "Delete \u2014 DevRev | Docs"
+        "id": "ART-1792_KNOWLEDGE_NODE-463",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the"
       },
       {
-        "id": "ART-1829_KNOWLEDGE_NODE-463",
-        "text": "the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue",
-        "title": "Delete \u2014 DevRev | Docs"
+        "id": "ART-1655_KNOWLEDGE_NODE-457",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided"
       },
       {
-        "id": "ART-1837_KNOWLEDGE_NODE-447",
-        "text": "associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets",
-        "title": "Update \u2014 DevRev | Docs"
+        "id": "ART-1636_KNOWLEDGE_NODE-468",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided"
       }
     ]
   },
@@ -1460,54 +1460,54 @@
     "query": "support engineer typing indicator in ticket conversation",
     "retrievals": [
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-13",
-        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-15716_KNOWLEDGE_NODE-7",
+        "title": "Support queries related playbook",
+        "text": "Tickets from Chat ConversationsYes, you can create a ticket from a conversation without leaving the chat. Some fields may be prefilled from the conversation.\\n\\nDetails:\\xc2\\xa0[Conv \\xe2\\x86\\x92 Ticket Creation](https://devrev.ai/docs/product/conversation-ticket)\\n\\n5. Viewing Ticket Activity to Avoid Duplicate Responses\\n\\nCurrently, there\\xe2\\x80\\x99s no direct feature to see who is viewing a ticket in real time. But, we can see if someone is typing on a ticket.\\n\\n6. Generating AI Summaries"
       },
       {
-        "id": "ART-1960_KNOWLEDGE_NODE-41",
-        "text": "*[ticket](#ticket)*\\n:   Read more about\\xc2\\xa0[*task*](https://docs.devrev.ai/product/core)\\n\\nticket\\n\\n:   A record of a customer\\'s request for assistance or support.\\n:   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\".\\n:   Terms related to\\xc2\\xa0*ticket*:\\n\\n    * *[conversation](#conversation)*\\n    *",
-        "title": "Glossary | Computer by DevRev | DevRev"
+        "id": "ART-1967_KNOWLEDGE_NODE-26",
+        "title": "Inbox | Computer for Support Teams | DevRev",
+        "text": "assist customer experience engineers with managing the conversation. To get a list of the available commands, type / in the response text box in a conversation.\\n\\n![]()\\n\\n[PreviousComputer for Support Teams](/docs/product/support)[NextSupport analytics](/docs/product/support-analytics)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer"
       },
       {
         "id": "ART-1979_KNOWLEDGE_NODE-42",
-        "text": "it's automatically put into the *queued* stage, which indicates that it needs to be picked up by a customer experience engineer.\\n\\n**In-progress**\\n\\n* *Work in progress* (WIP)\\n\\n  Work on the concern reported by the user has begun. When a customer experience engineer starts work on a ticket, the ticket's stage changes to *work in progress*. When they require more information, they may ask the customer for additional detail (such as logs or context), in which case the stage would change to",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "it's automatically put into the *queued* stage, which indicates that it needs to be picked up by a customer experience engineer.\\n\\n**In-progress**\\n\\n* *Work in progress* (WIP)\\n\\n  Work on the concern reported by the user has begun. When a customer experience engineer starts work on a ticket, the ticket's stage changes to *work in progress*. When they require more information, they may ask the customer for additional detail (such as logs or context), in which case the stage would change to"
       },
       {
-        "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), and tickets can be linked to build issues. This [linkage](../product/apps) means that all work can be traced back to customer concerns or requests.\\n\\nSlash commands are available in tickets to provide AI assistance to customer experience engineers.",
-        "title": "Computer for Support Teams | DevRev"
+        "id": "ART-1974_KNOWLEDGE_NODE-28",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "transitions from *new* to *waiting on user*. When a customer responds back to support, the stage transitions to *needs response*.\\n\\n  Towards the end of the conversation when the resolution is expected to be valid, the customer experience engineer asks the customer to acknowledge their concerns have been resolved. When the customer experience engineer asks this question the stage transitions to *waiting on user*, and if they validate it moves to *needs response* for the customer experience"
       },
       {
-        "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 other attributes for the ticket: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the ticket; select the workspace that the ticket pertains to.\\n6. If there are",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1974_KNOWLEDGE_NODE-31",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "transitions to *hold* since the customer experience engineer is blocked by a dependent item.\\n\\n  Conversations which need a response from the customer experience engineer shows a **Reply** button in the inbox.\\n* *Hold* (H)\\n\\n  The resolution is waiting on some dependent item. Dependencies may include review from someone other than the customer experience engineer (for example, SME, manager, PM, developer) or the completion of other work items (tickets or issues).\\n\\n  When the dependencies"
       },
       {
-        "id": "ART-1977_KNOWLEDGE_NODE-13",
-        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
-        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1974_KNOWLEDGE_NODE-30",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "stage.\\n* *Needs response* (NR)\\n\\n  The customer has responded; the customer experience engineer needs to review the item and respond or resolve the issue if the user requests or validates the fix. When a customer experience engineer responds the stage transitions to *waiting on user*.\\n\\n  In certain cases it may be necessary to escalate the item internally where the conversation may depend on tickets, issues, or a response from someone other than themselves. In this case the stage"
       },
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-36",
-        "text": "Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n![]()\\n\\n![]()\"",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-1974_KNOWLEDGE_NODE-27",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "towards addressing the user's concern.\\n* *Suspended*\\n\\n  The initial stage for all invalid conversations, which may include spam or otherwise suspicious inquiries. This stage is used to minimize noise in the support inbox. If, upon review, the *suspended* item is deemed valid, it's transitioned to the *new* stage.\\n\\n**In-progress**\\n\\n* *Waiting on user* (WOU)\\n\\n  Someone from the support team has responded and is waiting on a response from the user. For the initial response, the stage"
       },
       {
-        "id": "ART-2019_KNOWLEDGE_NODE-3",
-        "text": "reminder\\nCSAT on conversation\\nCSAT on ticket\\nDescope identity validation\\nFollow-up ticket\\nHTTP archive file upload & sanitization\\nLink preview\\nOrg tags sync\\nSentiment evaluator\\nStageFlow automator\\nSmart issue creator\\nSet user preference for group\\nSmart import KBs\\nSLA status change Slack notifier\\nSlash commands\\nSmart sprint\\nSpam Shield\\nTicket age in engineering\\nTicket issue field migrator\\nTicket email notifier\\nTask tracker\\nTicket Tagger\\nWork duration\\nOperational SLA",
-        "title": "Smart sprint | Automate | Snap-ins | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-44",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "progress* as the customer experience engineer continues to work on it.\\n* *Awaiting product assist* (APA)\\n\\n  The customer experience engineer is waiting for a response or feedback from someone internally. They may need to escalate the ticket. There may be a corresponding [issue](./issues) created to fix the defect, which would transition the stage to *awaiting development*.\\n* Awaiting customer response (ACR)\\n\\n  The customer experience engineer requires more detail or another response from"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-41",
-        "text": "progress\\n\\n\\n\\nOpen\\n\\n\\n\\nEscalate\\n\\n\\n\\nValidate the fix\\n\\n\\n\\nAdditional detail needed\\n\\n\\n\\nCustomer responds\\n\\n\\n\\nStart\\n\\n\\n\\nFeature request accepted\\n\\n\\n\\nResolved\\n\\n\\n\\nNot valid\\n\\n\\n\\nQueued\\n\\n\\n\\nWork in progress\\n\\n\\n\\nAwaiting product assist\\n\\n\\n\\nAwaiting development\\n\\n\\n\\nAwating customer response\\n\\n\\n\\nIn development\\n\\n\\n\\nAccepted\\n\\n\\n\\nResolved\\n\\n\\n\\nCanceled\\n```\\n\\n**Open**\\n\\n* *Queued* (Q)\\n  The initial stage for all tickets. When a new ticket is created,",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1974_KNOWLEDGE_NODE-29",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "engineer to verify resolution. Once verified the customer experience engineer moves the stage to *resolved*. If the user does not validate the resolution, the customer experience engineer responds back to the user and the process continues.\\n\\n  To calculate the time to initial response you can look at the duration between the conversation created timestamp and the time the stage transitions from *new* to *waiting on user*. Another method is to see how long the conversation was in the *new*"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-45",
-        "text": "a user. In certain cases where the ticket depends on some fix (issues) the stage may go from *in development* to *awaiting customer response* when the corresponding issues have been resolved and the fix needs to be validated with the user.\\n\\n  In certain cases, the customer experience engineer may be able to solve directly (without any required issues) which may change the stage from *work in progress* to *awaiting customer response* to validate they have solved the problem. If either has",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-6174_KNOWLEDGE_NODE-36",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n![]()\\n\\n![]()\""
       }
     ]
   },
@@ -1516,54 +1516,54 @@
     "query": "update the name that a broadcast on an incident comes from when pushed to a ticket",
     "retrievals": [
       {
-        "id": "ART-4133_KNOWLEDGE_NODE-18",
-        "text": "incident was mitigated.\\n\\nowned\\\\_byobjectOptional\\n\\nShow 1 properties\\n\\npiaobjectOptional\\n\\nShow 1 properties\\n\\nplaybooksobjectOptional\\n\\nShow 1 properties\\n\\nrelated\\\\_docsobjectOptional\\n\\nShow 1 properties\\n\\nreported\\\\_bylongOptional\\n\\nThe entity that first reported the incident.\\n\\nseveritylongOptional\\n\\nSeverity of the incident.\\n\\nstageobjectOptional\\n\\nUpdate object for Stage.\\n\\nShow 2 properties\\n\\nstage\\\\_validation\\\\_optionslist of enumsOptional\\n\\nThe type of stage",
-        "title": "Update Incident | DevRev | Docs"
+        "id": "ART-1636_KNOWLEDGE_NODE-165",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "incident.\\nreported_by long Optional\\nThe entity that first reported the incident.\\nseverity long Optional\\nSeverity of the incident.\\nsource long Optional\\nSource of where the incident was created. Only sys users and service accounts are supposed to set this field.\\nstage object Optional\\nCreate object for stage.\\nShow 2 properties\\nstakeholders list of strings Optional\\nUsers, along with the incident commander, involved in resolving incidents and handling communication.\\ntags list of objects"
       },
       {
-        "id": "ART-4133_KNOWLEDGE_NODE-1",
-        "text": "<token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{ |\\n| > | \"id\": \"string\" |\\n| > | }\\' |\\n```\\n\\n[Try it](/beta/api-reference/incidents/update?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"incident\": { |\\n| 3 | \"id\": \"string\", |\\n| 4 | \"title\": \"string\", |\\n| 5 | \"acknowledged_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 6 | \"actual_close_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 7 | \"applies_to_parts\": [ |\\n| 8 | { |\\n| 9 | \"display_id\":",
-        "title": "Update Incident | DevRev | Docs"
+        "id": "ART-1827_KNOWLEDGE_NODE-165",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "incident.\\nreported_by long Optional\\nThe entity that first reported the incident.\\nseverity long Optional\\nSeverity of the incident.\\nsource long Optional\\nSource of where the incident was created. Only sys users and service accounts are supposed to set this field.\\nstage object Optional\\nCreate object for stage.\\nShow 2 properties\\nstakeholders list of strings Optional\\nUsers, along with the incident commander, involved in resolving incidents and handling communication.\\ntags list of objects"
       },
       {
-        "id": "ART-4133_KNOWLEDGE_NODE-5",
-        "text": "|\\n| 67 | \"display_id\": \"string\", |\\n| 68 | \"identified_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 69 | \"impact\": { |\\n| 70 | \"count\": { |\\n| 71 | \"id\": 1, |\\n| 72 | \"label\": \"string\", |\\n| 73 | \"ordinal\": 1, |\\n| 74 | \"value\": null |\\n| 75 | }, |\\n| 76 | \"customer_ids\": [ |\\n| 77 | { |\\n| 78 | \"id\": \"string\", |\\n| 79 | \"display_id\": \"string\", |\\n| 80 | \"display_name\": \"string\" |\\n| 81 | } |\\n| 82 | ] |\\n| 83 | }, |\\n| 84 | \"mitigated_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 85 | \"modified_by\": {",
-        "title": "Update Incident | DevRev | Docs"
+        "id": "ART-1655_KNOWLEDGE_NODE-165",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "incident.\\nreported_by long Optional\\nThe entity that first reported the incident.\\nseverity long Optional\\nSeverity of the incident.\\nsource long Optional\\nSource of where the incident was created. Only sys users and service accounts are supposed to set this field.\\nstage object Optional\\nCreate object for stage.\\nShow 2 properties\\nstakeholders list of strings Optional\\nUsers, along with the incident commander, involved in resolving incidents and handling communication.\\ntags list of objects"
       },
       {
-        "id": "ART-4133_KNOWLEDGE_NODE-15",
-        "text": "\"string\" |\\n| 258 | } |\\n| 259 | ], |\\n| 260 | \"target_close_date\": \"2023-01-01T12:00:00.000Z\" |\\n| 261 | } |\\n| 262 | } |\\n```\\n\\nUpdates an incident.\\n\\n### Headers\\n\\nAuthorizationstringRequired\\n\\nBearer authentication of the form `Bearer <token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nidstringRequired`format: \"id\"`\\n\\nThe ID of the incident to be updated.\\n\\nacknowledged\\\\_datestringOptional`format: \"date-time\"`\\n\\nTimestamp when the incident",
-        "title": "Update Incident | DevRev | Docs"
+        "id": "ART-1597_KNOWLEDGE_NODE-165",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "incident.\\nreported_by long Optional\\nThe entity that first reported the incident.\\nseverity long Optional\\nSeverity of the incident.\\nsource long Optional\\nSource of where the incident was created. Only sys users and service accounts are supposed to set this field.\\nstage object Optional\\nCreate object for stage.\\nShow 2 properties\\nstakeholders list of strings Optional\\nUsers, along with the incident commander, involved in resolving incidents and handling communication.\\ntags list of objects"
       },
       {
-        "id": "ART-4127_KNOWLEDGE_NODE-5",
-        "text": "|\\n| 67 | \"display_id\": \"string\", |\\n| 68 | \"identified_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 69 | \"impact\": { |\\n| 70 | \"count\": { |\\n| 71 | \"id\": 1, |\\n| 72 | \"label\": \"string\", |\\n| 73 | \"ordinal\": 1, |\\n| 74 | \"value\": null |\\n| 75 | }, |\\n| 76 | \"customer_ids\": [ |\\n| 77 | { |\\n| 78 | \"id\": \"string\", |\\n| 79 | \"display_id\": \"string\", |\\n| 80 | \"display_name\": \"string\" |\\n| 81 | } |\\n| 82 | ] |\\n| 83 | }, |\\n| 84 | \"mitigated_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 85 | \"modified_by\": {",
-        "title": "Create Incident | DevRev | Docs"
+        "id": "ART-4133_KNOWLEDGE_NODE-2",
+        "title": "Update Incident | DevRev | Docs",
+        "text": "\"string\", |\\n| 10 | \"id\": \"string\", |\\n| 11 | \"name\": \"string\", |\\n| 12 | \"owned_by\": [ |\\n| 13 | { |\\n| 14 | \"display_id\": \"string\", |\\n| 15 | \"id\": \"string\", |\\n| 16 | \"display_name\": \"string\", |\\n| 17 | \"display_picture\": { |\\n| 18 | \"display_id\": {}, |\\n| 19 | \"id\": {}, |\\n| 20 | \"file\": {} |\\n| 21 | }, |\\n| 22 | \"email\": \"string\", |\\n| 23 | \"full_name\": \"string\", |\\n| 24 | \"state\": \"active\" |\\n| 25 | } |\\n| 26 | ], |\\n| 27 | \"sync_metadata\": { |\\n| 28 | \"external_reference\": \"string\", |\\n|"
       },
       {
-        "id": "ART-1551_KNOWLEDGE_NODE-275",
-        "text": "Optional\\n\\nTimestamp when the incident was mitigated.\\n\\nowned_by object Optional\\nShow property\\npia object Optional\\nShow property\\nplaybooks object Optional\\nShow property\\nrelated_docs object Optional\\nShow property\\nreported_by long Optional\\n\\nThe entity that first reported the incident.\\n\\nseverity long Optional\\n\\nSeverity of the incident.\\n\\nsource long Optional\\n\\nSource of where the incident was created. Only sys users and service accounts are supposed to set this field.\\n\\nstage",
-        "title": "Update (Beta) \u2014 DevRev | Docs"
+        "id": "ART-4133_KNOWLEDGE_NODE-10",
+        "title": "Update Incident | DevRev | Docs",
+        "text": "\"string\" |\\n| 166 | }, |\\n| 167 | \"sync_metadata\": { |\\n| 168 | \"external_reference\": \"string\", |\\n| 169 | \"origin_system\": \"string\" |\\n| 170 | }, |\\n| 171 | \"title\": \"string\" |\\n| 172 | } |\\n| 173 | ], |\\n| 174 | \"reported_by\": { |\\n| 175 | \"id\": 1, |\\n| 176 | \"label\": \"string\", |\\n| 177 | \"ordinal\": 1, |\\n| 178 | \"value\": null |\\n| 179 | }, |\\n| 180 | \"severity\": { |\\n| 181 | \"id\": 1, |\\n| 182 | \"label\": \"string\", |\\n| 183 | \"ordinal\": 1, |\\n| 184 | \"value\": null |\\n| 185 | }, |\\n| 186 |"
       },
       {
-        "id": "ART-4127_KNOWLEDGE_NODE-10",
-        "text": "\"string\" |\\n| 166 | }, |\\n| 167 | \"sync_metadata\": { |\\n| 168 | \"external_reference\": \"string\", |\\n| 169 | \"origin_system\": \"string\" |\\n| 170 | }, |\\n| 171 | \"title\": \"string\" |\\n| 172 | } |\\n| 173 | ], |\\n| 174 | \"reported_by\": { |\\n| 175 | \"id\": 1, |\\n| 176 | \"label\": \"string\", |\\n| 177 | \"ordinal\": 1, |\\n| 178 | \"value\": null |\\n| 179 | }, |\\n| 180 | \"severity\": { |\\n| 181 | \"id\": 1, |\\n| 182 | \"label\": \"string\", |\\n| 183 | \"ordinal\": 1, |\\n| 184 | \"value\": null |\\n| 185 | }, |\\n| 186 |",
-        "title": "Create Incident | DevRev | Docs"
+        "id": "ART-4133_KNOWLEDGE_NODE-11",
+        "title": "Update Incident | DevRev | Docs",
+        "text": "\"source\": { |\\n| 187 | \"id\": 1, |\\n| 188 | \"label\": \"string\", |\\n| 189 | \"ordinal\": 1, |\\n| 190 | \"value\": null |\\n| 191 | }, |\\n| 192 | \"stage\": { |\\n| 193 | \"stage\": { |\\n| 194 | \"id\": \"string\", |\\n| 195 | \"display_id\": \"string\", |\\n| 196 | \"name\": \"string\" |\\n| 197 | }, |\\n| 198 | \"state\": { |\\n| 199 | \"id\": \"string\", |\\n| 200 | \"display_id\": \"string\", |\\n| 201 | \"is_final\": true, |\\n| 202 | \"name\": \"string\" |\\n| 203 | } |\\n| 204 | }, |\\n| 205 | \"stock_schema_fragment\":"
       },
       {
-        "id": "ART-4133_KNOWLEDGE_NODE-10",
-        "text": "\"string\" |\\n| 166 | }, |\\n| 167 | \"sync_metadata\": { |\\n| 168 | \"external_reference\": \"string\", |\\n| 169 | \"origin_system\": \"string\" |\\n| 170 | }, |\\n| 171 | \"title\": \"string\" |\\n| 172 | } |\\n| 173 | ], |\\n| 174 | \"reported_by\": { |\\n| 175 | \"id\": 1, |\\n| 176 | \"label\": \"string\", |\\n| 177 | \"ordinal\": 1, |\\n| 178 | \"value\": null |\\n| 179 | }, |\\n| 180 | \"severity\": { |\\n| 181 | \"id\": 1, |\\n| 182 | \"label\": \"string\", |\\n| 183 | \"ordinal\": 1, |\\n| 184 | \"value\": null |\\n| 185 | }, |\\n| 186 |",
-        "title": "Update Incident | DevRev | Docs"
+        "id": "ART-4133_KNOWLEDGE_NODE-6",
+        "title": "Update Incident | DevRev | Docs",
+        "text": "|\\n| 86 | \"display_id\": \"string\", |\\n| 87 | \"id\": \"string\", |\\n| 88 | \"display_name\": \"string\", |\\n| 89 | \"display_picture\": { |\\n| 90 | \"display_id\": \"string\", |\\n| 91 | \"id\": \"string\", |\\n| 92 | \"file\": { |\\n| 93 | \"type\": \"string\", |\\n| 94 | \"name\": \"string\", |\\n| 95 | \"size\": 1 |\\n| 96 | } |\\n| 97 | }, |\\n| 98 | \"email\": \"string\", |\\n| 99 | \"full_name\": \"string\", |\\n| 100 | \"state\": \"active\" |\\n| 101 | }, |\\n| 102 | \"modified_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 103 | \"owned_by\": [ |\\n|"
       },
       {
-        "id": "ART-4133_KNOWLEDGE_NODE-17",
-        "text": "included in the\\nspecifier, it remains unchanged. For surfaces with human interactors,\\nit is recommended to provide tenant\\\\_fragment: true and\\nvalidate\\\\_required\\\\_fields: true.\\n\\nShow 5 properties\\n\\nexternal\\\\_source\\\\_dataobjectOptional\\n\\nShow 3 properties\\n\\nidentified\\\\_datestringOptional`format: \"date-time\"`\\n\\nTime when the incident was identified/reported.\\n\\nimpactobjectOptional\\n\\nShow 2 properties\\n\\nmitigated\\\\_datestringOptional`format: \"date-time\"`\\n\\nTimestamp when the",
-        "title": "Update Incident | DevRev | Docs"
+        "id": "ART-4133_KNOWLEDGE_NODE-3",
+        "title": "Update Incident | DevRev | Docs",
+        "text": "29 | \"origin_system\": \"string\" |\\n| 30 | } |\\n| 31 | } |\\n| 32 | ], |\\n| 33 | \"artifacts\": [ |\\n| 34 | { |\\n| 35 | \"id\": \"string\", |\\n| 36 | \"display_id\": \"string\", |\\n| 37 | \"file\": { |\\n| 38 | \"type\": \"string\", |\\n| 39 | \"name\": \"string\", |\\n| 40 | \"size\": 1 |\\n| 41 | } |\\n| 42 | } |\\n| 43 | ], |\\n| 44 | \"body\": \"string\", |\\n| 45 | \"created_by\": { |\\n| 46 | \"display_id\": \"string\", |\\n| 47 | \"id\": \"string\", |\\n| 48 | \"display_name\": \"string\", |\\n| 49 | \"display_picture\": { |\\n| 50 |"
       },
       {
-        "id": "ART-4133_KNOWLEDGE_NODE-19",
-        "text": "validations options when updating the stage or\\nthe stage diagram of an incident.\\n\\nAllowed values:allow\\\\_invalid\\\\_transition\\n\\nstaged\\\\_infoobjectOptional\\n\\nUpdate object for StagedInfo.\\n\\nShow 4 properties\\n\\nsync\\\\_metadataobjectOptional\\n\\nShow 4 properties\\n\\ntagsobjectOptional\\n\\nShow 1 properties\\n\\ntarget\\\\_close\\\\_datestringOptional`format: \"date-time\"`\\n\\nTimestamp when the incident is expected to be resolved.\\n\\ntitlestringOptional`format: \"text\"`\\n\\nTitle of the",
-        "title": "Update Incident | DevRev | Docs"
+        "id": "ART-4133_KNOWLEDGE_NODE-7",
+        "title": "Update Incident | DevRev | Docs",
+        "text": "104 | { |\\n| 105 | \"display_id\": \"string\", |\\n| 106 | \"id\": \"string\", |\\n| 107 | \"display_name\": \"string\", |\\n| 108 | \"display_picture\": { |\\n| 109 | \"display_id\": \"string\", |\\n| 110 | \"id\": \"string\", |\\n| 111 | \"file\": { |\\n| 112 | \"type\": \"string\", |\\n| 113 | \"name\": \"string\", |\\n| 114 | \"size\": 1 |\\n| 115 | } |\\n| 116 | }, |\\n| 117 | \"email\": \"string\", |\\n| 118 | \"full_name\": \"string\", |\\n| 119 | \"state\": \"active\" |\\n| 120 | } |\\n| 121 | ], |\\n| 122 | \"pia\": [ |\\n| 123 | { |\\n| 124 | \"id\":"
       }
     ]
   },
@@ -1572,54 +1572,54 @@
     "query": "search functionality on tickets and issues deprecated",
     "retrievals": [
       {
-        "id": "ART-1959_KNOWLEDGE_NODE-29",
-        "text": "in:title crm |\\n| - | Acts as an exclusion in search results. \"-\" can be used for the same purpose. | type:issue -crm  type:issue in:title -crm |\\n| state | Filters results based on the stage: open, closed, or in\\\\_progress. | state:open  state:closed  state:in\\\\_progress |\\n| severity | Filters out tickets with the desired severity level. Supports: blocker, high, medium, low. | severity:high  type:ticket -severity:low (filters all tickets excluding the ones with low severity)",
-        "title": "Search | Computer by DevRev | DevRev"
+        "id": "ART-1959_KNOWLEDGE_NODE-34",
+        "title": "Search | Computer by DevRev | DevRev",
+        "text": "subtype:<subtype_name> <custom_field_name>:<value>\\n```\\n```\\n\\n**Examples**\\n\\nSearch for tickets related to access issues with tenant field escalated:\\n\\n```\\n```\\n1 tnt__escalated:true access issues\\n```\\n```\\n\\nSearch for bugs related to access issues with subtype field customer\\\\_impact:\\n\\n```\\n```\\n1 subtype:Bug ctype__customer_impact:true access issues\\n```\\n```\\n\\nSearch across multiple subtypes for tickets related to access issues:\\n\\n```\\n```\\n1 subtype:Bug,Events access"
       },
       {
-        "id": "ART-1959_KNOWLEDGE_NODE-28",
-        "text": "of the ticket/issue/enhancement or title. | in:title crm  in:title \"crm exp\"  in:title crm exp   in:body \"bot issues\" |\\n| type:<object type> | Enables users to filter by object type. Supported object types include: issue, enhancement, ticket, revu (for searching contacts), question\\\\_answer, conversation, article, devu (for searching internal contacts), account, feature, runnable. | type:issue  type:enhancement in:title CRM  type:revu  type:enhancement, opportunity  type:issue, enhancement",
-        "title": "Search | Computer by DevRev | DevRev"
+        "id": "ART-1959_KNOWLEDGE_NODE-29",
+        "title": "Search | Computer by DevRev | DevRev",
+        "text": "in:title crm |\\n| - | Acts as an exclusion in search results. \"-\" can be used for the same purpose. | type:issue -crm  type:issue in:title -crm |\\n| state | Filters results based on the stage: open, closed, or in\\\\_progress. | state:open  state:closed  state:in\\\\_progress |\\n| severity | Filters out tickets with the desired severity level. Supports: blocker, high, medium, low. | severity:high  type:ticket -severity:low (filters all tickets excluding the ones with low severity)"
       },
       {
-        "id": "ART-1242_KNOWLEDGE_NODE-0",
-        "text": "b'Tickets and issues | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[works](/api-reference/works/tickets-and-issues)\\n\\nTickets and issues\\n==================\\n\\nCopy page\\n\\n`works` endpoint\\n\\n\\xe2\\x84\\xb9\\xef\\xb8\\x8f A work item is a record of some work that has to be done for a customer (ticket) or for another builder or maintainer of a part (issue).\\n\\n\\xf0\\x9f\\x93\\x8c For more information",
-        "title": "Tickets and issues | DevRev | Docs"
+        "id": "ART-1959_KNOWLEDGE_NODE-28",
+        "title": "Search | Computer by DevRev | DevRev",
+        "text": "of the ticket/issue/enhancement or title. | in:title crm  in:title \"crm exp\"  in:title crm exp   in:body \"bot issues\" |\\n| type:<object type> | Enables users to filter by object type. Supported object types include: issue, enhancement, ticket, revu (for searching contacts), question\\\\_answer, conversation, article, devu (for searching internal contacts), account, feature, runnable. | type:issue  type:enhancement in:title CRM  type:revu  type:enhancement, opportunity  type:issue, enhancement"
       },
       {
-        "id": "ART-1959_KNOWLEDGE_NODE-34",
-        "text": "subtype:<subtype_name> <custom_field_name>:<value>\\n```\\n```\\n\\n**Examples**\\n\\nSearch for tickets related to access issues with tenant field escalated:\\n\\n```\\n```\\n1 tnt__escalated:true access issues\\n```\\n```\\n\\nSearch for bugs related to access issues with subtype field customer\\\\_impact:\\n\\n```\\n```\\n1 subtype:Bug ctype__customer_impact:true access issues\\n```\\n```\\n\\nSearch across multiple subtypes for tickets related to access issues:\\n\\n```\\n```\\n1 subtype:Bug,Events access",
-        "title": "Search | Computer by DevRev | DevRev"
+        "id": "ART-1783_KNOWLEDGE_NODE-445",
+        "title": "Locate \u2014 DevRev | Docs",
+        "text": "issues synced from this specific origin system.\\ntags string Optional\\nFilters for work with any of the provided tags.\\nticket.channels enum Optional\\nFilters for tickets with any of the provided channels.\\nAllowed values: email plug slack twilio twilio_sms\\nticket.group string Optional\\nFilters for tickets belonging to specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need"
       },
       {
-        "id": "ART-1784_KNOWLEDGE_NODE-445",
-        "text": "issues synced from this specific origin system.\\ntags string Optional\\nFilters for work with any of the provided tags.\\nticket.channels enum Optional\\nFilters for tickets with any of the provided channels.\\nAllowed values: email plug slack twilio twilio_sms\\nticket.group string Optional\\nFilters for tickets belonging to specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need",
-        "title": "Locate Post \u2014 DevRev | Docs"
+        "id": "ART-1959_KNOWLEDGE_NODE-24",
+        "title": "Search | Computer by DevRev | DevRev",
+        "text": "customization](#integrate-search-with-customization)\\n* [Search over custom fields](#search-over-custom-fields)\\n* [Search over custom objects](#search-over-custom-objects)\\n\\n1. [Documentation](/docs)\\n3. [Computer by DevRev](/docs/intro)\\n[Search](/docs/product/search)\\n\\nSearch\\n======\\n\\nSearch works across all DevRev apps, offering seamless navigation and access to issues, tickets, articles, customers, and more. It also allows you to search through timeline comments related to these items."
       },
       {
-        "id": "ART-1783_KNOWLEDGE_NODE-445",
-        "text": "issues synced from this specific origin system.\\ntags string Optional\\nFilters for work with any of the provided tags.\\nticket.channels enum Optional\\nFilters for tickets with any of the provided channels.\\nAllowed values: email plug slack twilio twilio_sms\\nticket.group string Optional\\nFilters for tickets belonging to specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need",
-        "title": "Locate \u2014 DevRev | Docs"
+        "id": "ART-2065_KNOWLEDGE_NODE-28",
+        "title": "August 2025 | Changelog | DevRev",
+        "text": "been added to **Explore**, enabling you to quickly pin and manage your own work items.\\n* Case sensitivity issues in trail searches have been fixed, ensuring relevant results appear without requiring an exact keyword match.\\n* Now, when fields like **Sprint** or **Target Close Date** are cleared (unset) on issues and tickets, these changes, along with their timestamps, are visible in the **Events** tab.\\n\\n![]()\\xc2\\xa0For more information about *Build App*, refer to the following articles:"
       },
       {
-        "id": "ART-1447_KNOWLEDGE_NODE-1",
-        "text": "[Tickets](https://docs.devrev.ai/product/tickets) and [Issues](https://docs.devrev.ai/product/issues).\\n\\nWas this page helpful?YesNo\\n\\n[Create WorkUp Next](/public/api-reference/works/create)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  *",
-        "title": "Tickets and issues \u2014 DevRev | Docs"
+        "id": "ART-3961_KNOWLEDGE_NODE-26",
+        "title": "Search Node | Automate | Snap-ins | DevRev",
+        "text": "Mandatory.\\n3. **Namespace**:\\n\\n   * Description: Defines the category under which the search should be conducted.\\n   * Requirement: Mandatory.\\n   * Allowed Values: ticket, dev-user, conversation, part.\\n\\nOutput Parameters\\n-----------------\\n\\n1. **List of Relevant Object IDs**:\\n   * Returns a list of IDs corresponding to objects that meet the provided search criteria.\\n\\n[PreviousOrg tags sync](/docs/automations/org-tags-sync)[NextSentiment"
       },
       {
-        "id": "ART-1447_KNOWLEDGE_NODE-0",
-        "text": "b'[](/public/api-reference/works/tickets-and-issues)\\n\\nPublic\\n\\n[API Reference](/public/api-reference/getting-started)[Works](/public/api-reference/works/tickets-and-issues)\\n\\n#\\n\\nTickets and issues\\n\\n`works` endpoint\\n\\n\\xe2\\x84\\xb9\\xef\\xb8\\x8f A work item is a record of some work that has to be done for a customer (ticket) or for another builder or maintainer of a part (issue).\\n\\n\\xf0\\x9f\\x93\\x8c For more information about work items, refer to",
-        "title": "Tickets and issues \u2014 DevRev | Docs"
+        "id": "ART-16264_KNOWLEDGE_NODE-27",
+        "title": "June 2025 | Changelog | DevRev",
+        "text": "articles: \\xe2\\x80\\xa3 [Search Node | Automate | Snap-ins](/docs/automations/search-node) \\xe2\\x80\\xa3 [Search | AgentOS platform](/docs/product/search)\\n\\n![]()\\n\\n### Support App\\n\\nImproved Customer Information Management on a Ticket\\n----------------------------------------------------\\n\\nWe've enhanced the way users view and update customer information on tickets.\\n\\n**New improvements:**\\n\\n* **Consolidated fields:** Customer information is now organized under two primary fields:"
       },
       {
-        "id": "ART-2874_KNOWLEDGE_NODE-27",
-        "text": "updated, and not updated. If the fields specified in the configuration are not found, a notification will be provided in the **Discussion** tab.\\n\\n[PreviousTicket age in engineering](/docs/automations/ticket-age-in-engineering)[NextTicket Immutability](/docs/automations/ticket-immutability)\\n\\n#### On this page\\n\\n* [Ticket issue field migrator](#ticket-issue-field-migrator)\\n* [Installation](#installation)\\n* [Configuration](#configuration)\\n\\n[Enterprise grade security to protect customer",
-        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+        "id": "ART-1959_KNOWLEDGE_NODE-27",
+        "title": "Search | Computer by DevRev | DevRev",
+        "text": "of possible objects that can be returned in search results.\\n\\nFull-text search terms/phrases are denoted by [term/phrase]\\\\* and are used to do full-text searches on object text fields.\\n\\n> Example: state:open,closed (field value)\\n\\nOperators\\n---------\\n\\nOperators are used to filter the search results. The following table shows the syntax of each operator along with examples.\\n\\n| Syntax | Description | Examples |\\n| --- | --- | --- |\\n| in:<body/title> | Aids in searching within the body"
       },
       {
-        "id": "ART-1959_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Search | Computer by DevRev | DevRev"
+        "id": "ART-1959_KNOWLEDGE_NODE-23",
+        "title": "Search | Computer by DevRev | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Operators](#operators)\\n* [Fields](#fields)\\n* [Integrate search with"
       }
     ]
   },
@@ -1628,54 +1628,54 @@
     "query": "how to use snap-ins in DevRev",
     "retrievals": [
       {
-        "id": "ART-1274_KNOWLEDGE_NODE-1",
-        "text": "snap-in.\\n\\nSnap-ins are collections of objects that extend DevRev\\xe2\\x80\\x99s core platform value. These objects include automation, event sources, keyrings, custom types, and vistas. Snap-ins are packaged and installed separately from the DevRev core platform. To create your own snap-in, create a [dev org](https://app.devrev.ai/) where you will be installing your snap-in.\\n\\n[1](/snapin-development/tutorials/getting-started#before-you-begin)\\n\\n### Before you begin\\n\\n* Install [DevRev",
-        "title": "Getting started | DevRev | Docs"
+        "id": "ART-1475_KNOWLEDGE_NODE-18",
+        "title": "DevRev CLI reference \u2014 DevRev | Docs",
+        "text": "Activate the snap-in\\n\\nTo activate a snap-in, run the following command:\\n\\n[code]\\n\\n    $| devrev snap_in activate [id]  \\n    ---|---\\n[/code]  \\n  \\n`[id]` is optional. If not provided, it uses the ID stored in the local profile.\\n\\n###### Deactivate the snap-in\\n\\nTo deactivate a snap-in, run the following command:\\n\\n[code]\\n\\n    $| devrev snap_in deactivate [id] [--force]  \\n    ---|---\\n[/code]  \\n  \\n`[id]` is optional. If not provided, it uses the ID stored in the local"
       },
       {
-        "id": "ART-1275_KNOWLEDGE_NODE-0",
-        "text": "b'Using a snap-in to perform a DevRev action | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\nOn this page\\n\\n* [Introduction](/snapin-development/tutorials/timer-ticket-creator#introduction)\\n* [Background context](/snapin-development/tutorials/timer-ticket-creator#background-context)\\n* [Resources](/snapin-development/tutorials/timer-ticket-creator#resources)\\n\\n[Snap-in",
-        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs"
+        "id": "ART-17215_KNOWLEDGE_NODE-5",
+        "title": "Local development | DevRev | Docs",
+        "text": "URL> |\\n   ```\\n7. Create a snap-in draft using the DevRev CLI:\\n\\n   ```\\n   |  |  |\\n   | --- | --- |\\n   | $ | devrev snap_in draft |\\n   ```\\n8. After the snap-in draft is created, install the snap-in:\\n\\n   ```\\n   |  |  |\\n   | --- | --- |\\n   | $ | devrev snap_in activate |\\n   ```\\n\\nInitial sync\\n============\\n\\nNow that you have a running snap-in, you can start an import.\\nGo to DevRev app and click **AirSyncs** > **Start AirSync** > **Your snap-in**.\\n\\n1. Starting an import begins"
       },
       {
-        "id": "ART-1483_KNOWLEDGE_NODE-31",
-        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
-        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs"
+        "id": "ART-1280_KNOWLEDGE_NODE-18",
+        "title": "DevRev CLI reference | DevRev | Docs",
+        "text": "|\\n```\\n\\n`[id]` is optional. If not provided, it uses the ID stored in the local profile.\\n\\n###### List the snap-ins\\n\\nTo list the snap-ins, run the following command:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | devrev snap_in list |\\n```\\n\\nFor example:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | devrev snap_in list | jq . |\\n```\\n\\n###### Delete a snap-in\\n\\nTo delete a snap-in, run the following command:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | devrev snap_in delete-one [id] [--force] |\\n```\\n\\n`[id]`"
       },
       {
-        "id": "ART-1485_KNOWLEDGE_NODE-5",
-        "text": "[Resources](/public/snapin-development/tutorials/triggered-event#resources)\\n\\n[Snap-in development](/public/snapin-development/concepts)[Tutorials](/public/snapin-development/tutorials/overview)\\n\\n#\\n\\nSnap-in triggered by a DevRev event\\n\\n## Introduction\\n\\nIn this tutorial, you\\xe2\\x80\\x99ll learn to create a dynamic snap-in that responds to both DevRev Webhook events triggered by the creation of a [work](https://docs.devrev.ai/product/core) and specialized",
-        "title": "Snap-in triggered by a DevRev event \u2014 DevRev | Docs"
+        "id": "ART-1274_KNOWLEDGE_NODE-14",
+        "title": "Getting started | DevRev | Docs",
+        "text": "devrev snap_in_version list |\\n```\\n\\nTo delete the snap-in version, run the following command:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | devrev snap_in_version delete-one |\\n```\\n\\n[6](/snapin-development/tutorials/getting-started#install-a-snap-in-from-a-snap-in-version)\\n\\n### Install a snap-in from a snap-in version\\n\\nTo create a snap-in from a snap-in version, run the following command:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | devrev snap_in draft |\\n```\\n\\n##### \\n\\n1. To install the snap-in,"
       },
       {
-        "id": "ART-1483_KNOWLEDGE_NODE-27",
-        "text": "Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin",
-        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs"
+        "id": "ART-1470_KNOWLEDGE_NODE-18",
+        "title": "Getting started \u2014 DevRev | Docs",
+        "text": "command:\\n\\n[code]\\n\\n    $| devrev snap_in_version list  \\n    ---|---\\n[/code]  \\n  \\nTo delete the snap-in version, run the following command:\\n\\n[code]\\n\\n    $| devrev snap_in_version delete-one  \\n    ---|---\\n[/code]  \\n  \\n[6](/public/snapin-development/tutorials/getting-started#install-a-snap-in-from-a-snap-in-version)\\n\\n### Install a snap-in from a snap-in version\\n\\nTo create a snap-in from a snap-in version, run the following command:\\n\\n[code]\\n\\n    $| devrev snap_in draft  \\n"
       },
       {
-        "id": "ART-2004_KNOWLEDGE_NODE-24",
-        "text": "the [Marketplace](/marketplace).\\n\\nSnap-ins are of the following types:\\n\\n* **Integrations** let you connect DevRev with existing systems such as Slack and Jira.\\n* **Automations** perform tasks within DevRev based on events, like responding to customer conversations and linking tickets and issues.\\n* **AirSync** helps you bring data from external sources to DevRev and keep them in sync.\\n\\nWhile numerous snap-ins are available and more are in development, you can create your own using",
-        "title": "Snap-ins | DevRev"
+        "id": "ART-1470_KNOWLEDGE_NODE-3",
+        "title": "Getting started \u2014 DevRev | Docs",
+        "text": "snap-in](/public/snapin-development/tutorials/getting-started#deploy-the-snap-in)\\n  * [Check snap-in logs](/public/snapin-development/tutorials/getting-started#check-snap-in-logs)\\n  * [Delete the snap-in](/public/snapin-development/tutorials/getting-started#delete-the-snap-in)\\n  * [Upgrade the snap-in](/public/snapin-development/tutorials/getting-started#upgrade-the-snap-in)\\n\\n[Snap-in"
       },
       {
-        "id": "ART-1277_KNOWLEDGE_NODE-1",
-        "text": "development](/snapin-development/concepts)[Tutorials](/snapin-development/tutorials/overview)\\n\\nSnap-in triggered by a DevRev event\\n===================================\\n\\nCopy page\\n\\nIntroduction\\n------------\\n\\nIn this tutorial, you\\xe2\\x80\\x99ll learn to create a dynamic snap-in that responds to both DevRev Webhook events triggered by the creation of a [work](https://docs.devrev.ai/product/core) and specialized [command](/snapin-development/references/commands) within DevRev.\\n\\nThe focus",
-        "title": "Snap-in triggered by a DevRev event | DevRev | Docs"
+        "id": "ART-1470_KNOWLEDGE_NODE-24",
+        "title": "Getting started \u2014 DevRev | Docs",
+        "text": "---|---\\n[/code]  \\n  \\nThe above expects the manifest file to be present in the current directory by the name `manifest.yaml` and the code to be present in the `code` directory.\\n\\nRefer to [upgrade command](/public/snapin-development/upgrade-snap-ins) for more information.\\n\\nWas this page helpful?YesNo\\n\\n[Using a snap-in to perform a DevRev actionUp Next](/public/snapin-development/tutorials/timer-ticket-creator)\\n\\n[Built"
       },
       {
-        "id": "ART-1277_KNOWLEDGE_NODE-4",
-        "text": "[Using a snap-in to perform a DevRev action](/snapin-development/tutorials/timer-ticket-creator) tutorial.\\n\\n[1](/snapin-development/tutorials/triggered-event#installation-guide)\\n\\n### Installation guide\\n\\n* Install [DevRev CLI](/snapin-development/references/cli-install)\\n* Install [jq](https://stedolan.github.io/jq)\\n* Install [DevRev SDK](https://www.npmjs.com/package/@devrev/typescript-sdk?activeTab=readme)\\n\\n##### \\n\\nIf you did not follow the [getting",
-        "title": "Snap-in triggered by a DevRev event | DevRev | Docs"
+        "id": "ART-1274_KNOWLEDGE_NODE-20",
+        "title": "Getting started | DevRev | Docs",
+        "text": "current directory by the name `manifest.yaml` and the code to be present in the `code` directory.\\n\\nRefer to [upgrade command](/snapin-development/upgrade-snap-ins) for more information.\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/snapin-development/tutorials/overview)[#### Using a snap-in to perform a DevRev action\\n\\nNext](/snapin-development/tutorials/timer-ticket-creator)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-1483_KNOWLEDGE_NODE-30",
-        "text": "Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
-        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs"
+        "id": "ART-2036_KNOWLEDGE_NODE-23",
+        "title": "SendSafely | Integrate | Snap-ins | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Installation](#installation)\\n* [Configure the snap-in](#configure-the-snapin)\\n* [Using the"
       },
       {
-        "id": "ART-1277_KNOWLEDGE_NODE-0",
-        "text": "b'Snap-in triggered by a DevRev event | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\nOn this page\\n\\n* [Introduction](/snapin-development/tutorials/triggered-event#introduction)\\n* [Background context](/snapin-development/tutorials/triggered-event#background-context)\\n* [Resources](/snapin-development/tutorials/triggered-event#resources)\\n\\n[Snap-in",
-        "title": "Snap-in triggered by a DevRev event | DevRev | Docs"
+        "id": "ART-2043_KNOWLEDGE_NODE-23",
+        "title": "Glean | Integrate | Snap-ins | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Installation](#installation)\\n* [Configure the snap-in](#configure-the-snapin)\\n\\n1. [Documentation](/docs)\\n3."
       }
     ]
   },
@@ -1684,54 +1684,54 @@
     "query": "generate support tickets from slack messages with questions",
     "retrievals": [
       {
-        "id": "ART-1968_KNOWLEDGE_NODE-13",
-        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
-        "title": "Conversation insights | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-6174_KNOWLEDGE_NODE-25",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "Teams](/docs/product/support)\\n[Conversations](/docs/product/conversation)\\n[Conversation to ticket conversion](/docs/product/conversation-ticket)\\n\\nConversation to ticket conversion\\n=================================\\n\\nYou can convert conversations from Plug and Slack directly into tickets. Previously, conversations were only linked to tickets. This update streamlines workflows and enhances the customer experience.\\n\\nFor conversations originating from Plug or Slack, the **Link to Ticket**"
       },
       {
-        "id": "ART-4199_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-24",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "[Support](/docs/product/support?)\\n  4. [Conversations](/docs/product/conversation?)\\n  5. [Convert Conversations to Tickets](/docs/product/Conversation-Tickets?)\\n\\n# Convert Conversations to Tickets\\n\\nYou can now convert conversations from PLuG and Slack directly into tickets. Previously, conversations were only linked to tickets. This update streamlines workflows and enhances the customer experience.\\n\\nFor conversations originating from PLuG or Slack, the **Link to Ticket** functionality"
       },
       {
-        "id": "ART-15716_KNOWLEDGE_NODE-7",
-        "text": "Tickets from Chat ConversationsYes, you can create a ticket from a conversation without leaving the chat. Some fields may be prefilled from the conversation.\\n\\nDetails:\\xc2\\xa0[Conv \\xe2\\x86\\x92 Ticket Creation](https://devrev.ai/docs/product/conversation-ticket)\\n\\n5. Viewing Ticket Activity to Avoid Duplicate Responses\\n\\nCurrently, there\\xe2\\x80\\x99s no direct feature to see who is viewing a ticket in real time. But, we can see if someone is typing on a ticket.\\n\\n6. Generating AI Summaries",
-        "title": "Support queries related playbook"
+        "id": "ART-6174_KNOWLEDGE_NODE-30",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "there.\\n\\n![]()\\n\\nSlack end-user experience\\n-------------------------\\n\\nWhen a conversation is converted to a ticket in Slack:\\n\\n* Ticket information appears within the same thread.\\n* All subsequent messages sync with the newly created ticket.\\n* The transition is seamless for the end user.\\n\\nConversation conversion scenarios\\n---------------------------------\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n* Complex issues requiring in-depth investigation\\n*"
       },
       {
-        "id": "ART-1983_KNOWLEDGE_NODE-13",
-        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
-        "title": "Questions & answers | Computer for Support Teams | DevRev"
+        "id": "ART-6174_KNOWLEDGE_NODE-24",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Conversation conversion process](#conversation-conversion-process)\\n* [Convert conversations to tickets](#convert-conversations-to-tickets)\\n* [Plug widget end-user experience](#plug-widget-enduser-experience)\\n* [Slack end-user experience](#slack-enduser-experience)\\n* [Conversation conversion scenarios](#conversation-conversion-scenarios)\\n* [Support workflows](#support-workflows)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support"
       },
       {
-        "id": "ART-1983_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Questions & answers | Computer for Support Teams | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-31",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "AI-handled conversation reaches its capability limits and needs human expertise.\\n  * **Extended troubleshooting** : Issues requiring multiple steps or follow-ups over time.\\n\\n## Key information\\n\\n  * **Channel support** : Currently, the conversion feature is only available for PLuG and Slack conversations. Other channels still use the traditional **Link Ticket** functionality.\\n\\n  * **CSAT surveys** : CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only"
       },
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-30",
-        "text": "there.\\n\\n![]()\\n\\nSlack end-user experience\\n-------------------------\\n\\nWhen a conversation is converted to a ticket in Slack:\\n\\n* Ticket information appears within the same thread.\\n* All subsequent messages sync with the newly created ticket.\\n* The transition is seamless for the end user.\\n\\nConversation conversion scenarios\\n---------------------------------\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n* Complex issues requiring in-depth investigation\\n*",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-4021_KNOWLEDGE_NODE-5",
+        "title": "Slack scraper | Automate | Snap-ins | DevRev",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best"
       },
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-13",
-        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-4199_KNOWLEDGE_NODE-5",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best"
       },
       {
-        "id": "ART-4021_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Slack scraper | Automate | Snap-ins | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-4",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "Analytics](/docs/dashboards/ticket-sla-analytics?)\\n      * [Ticket-Team Performance](/docs/dashboards/ticket-team-performance?)\\n\\n    * [Conversations](/docs/product/conversation?)\\n\\n      * [Convert Conversations to Tickets](/docs/product/Conversation-Tickets?)\\n\\n    * [Tickets](/docs/product/tickets?)\\n    * [Routing](/docs/product/routing?)\\n    * [Support best practices](/docs/product/support-bp?)\\n    * [Customer portal](/docs/product/support-portal?)\\n    * [Questions &"
       },
       {
-        "id": "ART-1991_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Support snap-ins | Computer for Support Teams | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-3",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "[Support](/docs/product/support?)\\n\\n    * [Inbox](/docs/product/inbox?)\\n    * [Support analytics](/docs/product/support-analytics?)\\n\\n      * [Conversation insights](/docs/dashboards/conversation-insights?)\\n      * [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics?)\\n      * [Conversation-Team Performance](/docs/dashboards/conversation-team-performance?)\\n      * [Ticket insights](/docs/dashboards/ticket-insights?)\\n      * [Ticket-SLA"
       },
       {
-        "id": "ART-1973_KNOWLEDGE_NODE-13",
-        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
-        "title": "Conversation-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-5",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "[Conversations](/docs/product/conversation)\\n\\n    - [Conversation to ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n"
       }
     ]
   },
@@ -1740,54 +1740,54 @@
     "query": "cron configuration for timer trigger schedule in DevRev",
     "retrievals": [
       {
-        "id": "ART-1275_KNOWLEDGE_NODE-8",
-        "text": "type `cron` or\\n`interval_seconds` as mentioned in the\\n[documentation](/snapin-development/references/event-sources#timer-based-event-sources).\\nThe `cron` config is used here.\\n\\nmanifest.yaml\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | event_sources: |\\n| 2 | organization: |\\n| 3 | - name: timer-event-source |\\n| 4 | description: Event source that sends events every 10 minutes. |\\n| 5 | display_name: Timer Event Source |\\n| 6 | type: timer-events |\\n| 7 | config: |\\n| 8 | # CRON expression for",
-        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs"
+        "id": "ART-1483_KNOWLEDGE_NODE-11",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs",
+        "text": "config:  \\n    8|             # CRON expression for triggering every 10 minutes.  \\n    9|             cron: \"*/10 * * * *\"  \\n    10|             metadata:  \\n    11|                 event_key: ten_minute_event\\n[/code]  \\n  \\nFinally, update the `function` name to better reflect the behavior and `automation`name to use the event type corresponding to the `timer-events` event source.\\n\\nmanifest.yaml\\n\\n[code]\\n\\n    1| functions:  \\n    ---|---  \\n    2|     - name: ticket_creator  \\n    3|"
       },
       {
-        "id": "ART-1483_KNOWLEDGE_NODE-11",
-        "text": "config:  \\n    8|             # CRON expression for triggering every 10 minutes.  \\n    9|             cron: \"*/10 * * * *\"  \\n    10|             metadata:  \\n    11|                 event_key: ten_minute_event\\n[/code]  \\n  \\nFinally, update the `function` name to better reflect the behavior and `automation`name to use the event type corresponding to the `timer-events` event source.\\n\\nmanifest.yaml\\n\\n[code]\\n\\n    1| functions:  \\n    ---|---  \\n    2|     - name: ticket_creator  \\n    3|",
-        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs"
+        "id": "ART-1478_KNOWLEDGE_NODE-42",
+        "title": "Event sources \u2014 DevRev | Docs",
+        "text": "source configuration.\\n\\n[code]\\n\\n    1| event_sources:  \\n    ---|---  \\n    2|   organization:  \\n    3|     - name: daily-timer-source  \\n    4|       description: Timer event source based on Cron expression  \\n    5|       display_name: Timer source  \\n    6|       type: timer-events  \\n    7|       config:  \\n    8|         cron: \"0 0 * * *\"  \\n    9|         metadata:  \\n    10|           event_key: daily_events  \\n    11|   \\n    12|     - name: hourly-events  \\n    13|"
       },
       {
-        "id": "ART-1483_KNOWLEDGE_NODE-10",
-        "text": "`interval_seconds` as mentioned in the [documentation](/public/snapin-development/references/event-sources#timer-based-event-sources). The `cron` config is used here.\\n\\nmanifest.yaml\\n\\n[code]\\n\\n    1| event_sources:  \\n    ---|---  \\n    2|     organization:  \\n    3|         - name: timer-event-source  \\n    4|           description: Event source that sends events every 10 minutes.  \\n    5|           display_name: Timer Event Source  \\n    6|           type: timer-events  \\n    7|",
-        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs"
+        "id": "ART-1284_KNOWLEDGE_NODE-37",
+        "title": "Event sources | DevRev | Docs",
+        "text": "configuration.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | event_sources: |\\n| 2 | organization: |\\n| 3 | - name: daily-timer-source |\\n| 4 | description: Timer event source based on Cron expression |\\n| 5 | display_name: Timer source |\\n| 6 | type: timer-events |\\n| 7 | config: |\\n| 8 | cron: \"0 0 * * *\" |\\n| 9 | metadata: |\\n| 10 | event_key: daily_events |\\n| 11 |  |\\n| 12 | - name: hourly-events |\\n| 13 | description: Timer event source based on interval seconds |\\n| 14 | display_name: Timer"
       },
       {
         "id": "ART-1275_KNOWLEDGE_NODE-9",
-        "text": "triggering every 10 minutes. |\\n| 9 | cron: \"*/10 * * * *\" |\\n| 10 | metadata: |\\n| 11 | event_key: ten_minute_event |\\n```\\n\\nFinally, update the `function` name to better reflect the behavior and\\n`automation`name to use the event type corresponding to the `timer-events` event\\nsource.\\n\\nmanifest.yaml\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | functions: |\\n| 2 | - name: ticket_creator |\\n| 3 | description: Function to create a new ticket when triggered. |\\n| 4 |  |\\n| 5 | automations: |\\n| 6 | -",
-        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs"
+        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs",
+        "text": "triggering every 10 minutes. |\\n| 9 | cron: \"*/10 * * * *\" |\\n| 10 | metadata: |\\n| 11 | event_key: ten_minute_event |\\n```\\n\\nFinally, update the `function` name to better reflect the behavior and\\n`automation`name to use the event type corresponding to the `timer-events` event\\nsource.\\n\\nmanifest.yaml\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | functions: |\\n| 2 | - name: ticket_creator |\\n| 3 | description: Function to create a new ticket when triggered. |\\n| 4 |  |\\n| 5 | automations: |\\n| 6 | -"
       },
       {
-        "id": "ART-4257_KNOWLEDGE_NODE-23",
-        "text": "the time spent on specific tasks, allowing you to track events such as response time, loading time, or any other duration-based metrics.\\n\\nThe mechanism utilizes balanced start and stop methods, both of which accept a timer name and an optional dictionary of properties.\\n\\nTo start a timer, use the following method:\\n\\n[code]\\n\\n    1| DevRev.startTimer(_:properties:)  \\n    ---|---\\n[/code]  \\n  \\nTo stop a timer, use the following method:\\n\\n[code]\\n\\n    1| DevRev.stopTimer(_:properties:)",
-        "title": "DevRev SDK for iOS \u2014 DevRev | Docs"
+        "id": "ART-1275_KNOWLEDGE_NODE-8",
+        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs",
+        "text": "type `cron` or\\n`interval_seconds` as mentioned in the\\n[documentation](/snapin-development/references/event-sources#timer-based-event-sources).\\nThe `cron` config is used here.\\n\\nmanifest.yaml\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | event_sources: |\\n| 2 | organization: |\\n| 3 | - name: timer-event-source |\\n| 4 | description: Event source that sends events every 10 minutes. |\\n| 5 | display_name: Timer Event Source |\\n| 6 | type: timer-events |\\n| 7 | config: |\\n| 8 | # CRON expression for"
       },
       {
-        "id": "ART-1483_KNOWLEDGE_NODE-9",
-        "text": "better reflect the snap-in\\xe2\\x80\\x99s behavior.\\n\\nmanifest.yaml\\n\\n[code]\\n\\n    1| version: \"2\"  \\n    ---|---  \\n    2|   \\n    3| name: \"Timely Ticketer\"  \\n    4| description: \"Snap-in to create ticket every 10 minutes\"  \\n    5|   \\n    6| service_account:  \\n    7|     display_name: Automatic Ticket Creator Bot\\n[/code]  \\n  \\nNext, update the `event_sources` section to use the `timer-events` event source. The `timer-events` source type takes a `config` of type `cron` or",
-        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs"
+        "id": "ART-1483_KNOWLEDGE_NODE-10",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs",
+        "text": "`interval_seconds` as mentioned in the [documentation](/public/snapin-development/references/event-sources#timer-based-event-sources). The `cron` config is used here.\\n\\nmanifest.yaml\\n\\n[code]\\n\\n    1| event_sources:  \\n    ---|---  \\n    2|     organization:  \\n    3|         - name: timer-event-source  \\n    4|           description: Event source that sends events every 10 minutes.  \\n    5|           display_name: Timer Event Source  \\n    6|           type: timer-events  \\n    7|"
       },
       {
-        "id": "ART-15417_KNOWLEDGE_NODE-8",
-        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Create Org Schedule | DevRev | Docs"
+        "id": "ART-1284_KNOWLEDGE_NODE-36",
+        "title": "Event sources | DevRev | Docs",
+        "text": "https://api.devrev.ai/hidden/dev-orgs/DEV-123/event-source-webhooks/custom/d43fc297-03d7-4cbd-bdf9-044847788306 |\\n```\\n\\nTimer-based event sources\\n-------------------------\\n\\nTimer-based event sources can be created to send events based on intervals and cron schedules. In the following example, you have two event sources, one emits events daily at 12:00am, the other every hour (3600 seconds). In the event payload, you see the JSON field metadata you specified in the event source"
       },
       {
-        "id": "ART-12456_KNOWLEDGE_NODE-19",
-        "text": "you can use the following method:\\n\\n[code]\\n\\n    1| DevRev.unmarkSensitiveViews(tags: any[])  \\n    ---|---\\n[/code]  \\n  \\n### Timers\\n\\nThe DevRev SDK offers a timer mechanism to measure the time spent on specific tasks, allowing you to track events such as response time, loading time, or any other duration-based metrics.\\n\\nThe mechanism uses balanced start and stop methods, both of which accept a timer name and an optional dictionary of properties.\\n\\nTo start a timer, use the following",
-        "title": "Features \u2014 DevRev | Docs"
+        "id": "ART-1483_KNOWLEDGE_NODE-7",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs",
+        "text": "\\n#### Trigger\\n\\nThe trigger condition for the snap-in is dictated by the [Event Sources](/public/snapin-development/references/event-sources) section in the manifest. The [`timer-events`](/public/snapin-development/references/event-sources#timer-based-event-sources) event source is suitable for the use-case, since it allows trigger of snap-ins using [CRON expression](https://crontab.guru/).\\n\\n#### Action\\n\\nThe hello-world snap-in prints a log message whenever the snap-in is triggered. Here,"
       },
       {
-        "id": "ART-15434_KNOWLEDGE_NODE-8",
-        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Update Org Schedule | DevRev | Docs"
+        "id": "ART-1275_KNOWLEDGE_NODE-5",
+        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs",
+        "text": "devrev snap_in_version init |\\n```\\n\\n#### Trigger\\n\\nThe trigger condition for the snap-in is dictated by the\\n[Event Sources](/snapin-development/references/event-sources)\\nsection in the manifest. The [`timer-events`](/snapin-development/references/event-sources#timer-based-event-sources)\\nevent source is suitable for the use-case, since it allows trigger of snap-ins\\nusing [CRON expression](https://crontab.guru/).\\n\\n#### Action\\n\\nThe hello-world snap-in prints a log message whenever the"
       },
       {
-        "id": "ART-4255_KNOWLEDGE_NODE-21",
-        "text": "to measure the time spent on specific tasks, allowing you to track events such as response time, loading time, or any other duration-based metrics.\\n\\nThe mechanism utilizes balanced start and stop methods, both of which accept a timer name and an optional hashmap of properties.\\n\\nTo start a timer, use the following method:\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1| DevRev.startTimer(name: String, properties: HashMap<String, String>)  \\n    ---|---\\n[/code]  \\n  \\nTo stop a timer, use",
-        "title": "DevRev SDK for Android \u2014 DevRev | Docs"
+        "id": "ART-1478_KNOWLEDGE_NODE-41",
+        "title": "Event sources \u2014 DevRev | Docs",
+        "text": "\\'{\"hello\":\"world\"}\\' \\\\  \\n    3| https://api.devrev.ai/hidden/dev-orgs/DEV-123/event-source-webhooks/custom/d43fc297-03d7-4cbd-bdf9-044847788306\\n[/code]  \\n  \\n## Timer-based event sources\\n\\nTimer-based event sources can be created to send events based on intervals and cron schedules. In the following example, you have two event sources, one emits events daily at 12:00am, the other every hour (3600 seconds). In the event payload, you see the JSON field metadata you specified in the event"
       }
     ]
   },
@@ -1797,53 +1797,53 @@
     "retrievals": [
       {
         "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 under **Support** in the DevRev app.\\n\\n![]()\\n\\nYou can export views to CSV or JSON by selecting **Actions** in the upper-right corner and choosing the format.\\n\\nAttributes\\n----------\\n\\nTickets have attributes that can be used to filter",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "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 under **Support** in the DevRev app.\\n\\n![]()\\n\\nYou can export views to CSV or JSON by selecting **Actions** in the upper-right corner and choosing the format.\\n\\nAttributes\\n----------\\n\\nTickets have attributes that can be used to filter"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-37",
-        "text": "filters and **Group** conditions across various vistas in DevRev to track specific work, capacity, and more.\\n\\nYou can add custom attributes to tickets to track additional information. For more information on custom attributes, see [object customization](./object-customization).\\n\\nIssues are attached to tickets in order to track efforts with product priorities.\\n\\nCreate a ticket\\n---------------\\n\\n1. Go to **Support** > **Tickets** from the sidebar on the left.\\n2. Click **New Ticket** on",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-66",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "tickets](#merge-tickets)\\n* [Post-merge conditions](#postmerge-conditions)\\n* [Follow up tickets](#follow-up-tickets)\\n* [Internal Tickets](#internal-tickets)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-40",
-        "text": "a child issue or create a new one by clicking on **+ New issue**.\\nJust update the title of the child issue and click enter. All other fields will be populated automatically by DevRev. You can edit them later.\\n\\nTags\\n----\\n\\n* Stalled\\n* Priority/Escalated\\n* Fast/Slow Moving\\n* Blocked\\n* Resolution: [*value*]\\n* Impact: [*value*]\\n* Reason: [*value*]\\n\\nStages\\n------\\n\\nThe following figure shows the state machine for tickets.\\n\\n```\\nClosed\\n\\n\\n\\nIn",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-0",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "b\"Tickets | Computer for Support Teams | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-35",
-        "text": "docs](https://docs.devrev.ai/import).\\n* **Close date**: The date the ticket was closed.\\n* **Source channel**: The channel through which the ticket was created. Customers can create tickets via email, the portal, and various other channels.\\n* **Channel**: Indicates the medium used for customer communication.\\n* **Subscribers**: Indicates the group of users who will receive updates about the tickets.External contacts cannot be added as subscribers, so a [DevRev",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-23",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Attributes](#attributes)\\n* [Create a ticket](#create-a-ticket)\\n* [Tags](#tags)\\n* [Stages](#stages)\\n*"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-23",
-        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Attributes](#attributes)\\n* [Create a ticket](#create-a-ticket)\\n* [Tags](#tags)\\n* [Stages](#stages)\\n*",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1981_KNOWLEDGE_NODE-31",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "text": "hold if there are tickets linked. This means that support is asking for help from engineering.\\n\\nConduct daily health checks\\n---------------------------\\n\\n* On a daily basis all ticket owners should triage tickets to make sure they're well-maintained and that appropriate actions are taken.\\n* Move new tickets from *queued* to the *awaiting product assist*.\\n* Track the default **Team Activity** vista for tickets owned by everyone and navigate to your tickets. Ensure the correct owners are"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-25",
-        "text": "Teams](/docs/product/support)\\n[Tickets](/docs/product/tickets)\\n\\nTickets\\n=======\\n\\nA *ticket* is 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's addressed in a timely and satisfactory manner. For example, if a user calls in and files a ticket for a problem they're facing any progress would be communicated to them through the ticket.\\n\\nTickets are",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1969_KNOWLEDGE_NODE-29",
+        "title": "Computer for Support Teams | DevRev",
+        "text": "To get a list of the available commands, type / in a ticket discussion text box.\\n\\n\\xf0\\x9f\\x93\\x88 Insights\\n----------\\n\\nThe [Support analytics dashboards](../product/support-analytics) display data about conversations and tickets. You can use these visualizations to identify trends and concerns in your customer support process.\\n\\n[PreviousRemote MCP server](/docs/product/remote-mcp)[NextInbox](/docs/product/inbox)\\n\\n#### On this page\\n\\n* [\\xf0\\x9f\\x91\\x89 Getting"
       },
       {
-        "id": "ART-1242_KNOWLEDGE_NODE-1",
-        "text": "about work items, refer to [Tickets](https://docs.devrev.ai/product/tickets) and [Issues](https://docs.devrev.ai/product/issues).\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/webhooks/update)[#### Create Work\\n\\nNext](/api-reference/works/create)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Tickets and issues | DevRev | Docs"
+        "id": "ART-1447_KNOWLEDGE_NODE-8",
+        "title": "Tickets and issues \u2014 DevRev | Docs",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'"
       },
       {
-        "id": "ART-1447_KNOWLEDGE_NODE-1",
-        "text": "[Tickets](https://docs.devrev.ai/product/tickets) and [Issues](https://docs.devrev.ai/product/issues).\\n\\nWas this page helpful?YesNo\\n\\n[Create WorkUp Next](/public/api-reference/works/create)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  *",
-        "title": "Tickets and issues \u2014 DevRev | Docs"
+        "id": "ART-1977_KNOWLEDGE_NODE-0",
+        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev",
+        "text": "b'Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  +"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-41",
-        "text": "progress\\n\\n\\n\\nOpen\\n\\n\\n\\nEscalate\\n\\n\\n\\nValidate the fix\\n\\n\\n\\nAdditional detail needed\\n\\n\\n\\nCustomer responds\\n\\n\\n\\nStart\\n\\n\\n\\nFeature request accepted\\n\\n\\n\\nResolved\\n\\n\\n\\nNot valid\\n\\n\\n\\nQueued\\n\\n\\n\\nWork in progress\\n\\n\\n\\nAwaiting product assist\\n\\n\\n\\nAwaiting development\\n\\n\\n\\nAwating customer response\\n\\n\\n\\nIn development\\n\\n\\n\\nAccepted\\n\\n\\n\\nResolved\\n\\n\\n\\nCanceled\\n```\\n\\n**Open**\\n\\n* *Queued* (Q)\\n  The initial stage for all tickets. When a new ticket is created,",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1447_KNOWLEDGE_NODE-7",
+        "title": "Tickets and issues \u2014 DevRev | Docs",
+        "text": "Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a"
       },
       {
-        "id": "ART-1963_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Accessing DevRev | Computer by DevRev | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-37",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "Service](/legal/terms-of-service?)\\n\\n[](/?)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](/status?)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n\""
       }
     ]
   },
@@ -1853,53 +1853,53 @@
     "retrievals": [
       {
         "id": "ART-1978_KNOWLEDGE_NODE-38",
-        "text": "conversations on the portal.\\n3. Under **Styling**, upload a banner image which should be in the ratio of 6:1. You can also set light/dark mode for appearance and select your accent color.\\n4. If you want to enable customers to create tickets from the portal, under **Tabs** turn on **Enable ticket creation**. Assign default owner and part.\\n5. If you want to enable public ticket creation wherein unauthenticated users can create tickets, contact DevRev support.\\n6. Turn on the **Enable banner**",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "conversations on the portal.\\n3. Under **Styling**, upload a banner image which should be in the ratio of 6:1. You can also set light/dark mode for appearance and select your accent color.\\n4. If you want to enable customers to create tickets from the portal, under **Tabs** turn on **Enable ticket creation**. Assign default owner and part.\\n5. If you want to enable public ticket creation wherein unauthenticated users can create tickets, contact DevRev support.\\n6. Turn on the **Enable banner**"
       },
       {
-        "id": "ART-1978_KNOWLEDGE_NODE-39",
-        "text": "toggle and craft your own title and description.\\n7. Enable **Public portal** to allow unauthenticated users to view/search public articles.\\n8. Click **Save & publish** to make the changes visible on your portal.\\n\\nIf you want to customize the font color and favicon, contact DevRev support. For favicon customization, an icon in .ico format is needed.\\n\\nCustomize portal URL\\n--------------------\\n\\nBy default, your customer portal is hosted at support.devrev.ai/<yourcompany>. The",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-2063_KNOWLEDGE_NODE-28",
+        "title": "Nudges | Computer for Your Customers | DevRev",
+        "text": "**Plug Nudges**.\\n2. Click **+ Nudge**.\\n3. In the **Create new nudge** window, select **Banner** and click **Create**.\\n4. In the **Nudge Title** field, enter the nudge name.\\n5. In the **Content** field, enter the nudge title.\\n6. To enable the nudge close button, turn on the **Show a close button** toggle.\\n7. Select the banner color by clicking the color icon.\\n8. Use the **Action** drop-down menu to select the type of engagement you want your users to have when they click the nudge. The"
       },
       {
-        "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 company logo.\\n   * (Optional) Enable the footer and add your social media and text links in their respective fields.\\n   * (Optional) Enable **Search** to get answers in search results.\\n   * (Optional) Enable Plug widget to facilitate",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-2063_KNOWLEDGE_NODE-27",
+        "title": "Nudges | Computer for Your Customers | DevRev",
+        "text": "release notes, news, or blogs with your customers.\\n   * *Open Widget*: Upon clicking on the nudge, the Plug widget opens to prompt the user to start a conversation. This is useful for informing customers about Plug cards and suggesting support options.\\n   * *None*: When the user clicks on the nudge, nothing happens and there won't be any interaction.\\n9. Define rules as described in the [Create rules](#create-rules) section.\\n\\nCreate a banner\\n---------------\\n\\n1. Click **Settings** >"
       },
       {
-        "id": "ART-2063_KNOWLEDGE_NODE-28",
-        "text": "**Plug Nudges**.\\n2. Click **+ Nudge**.\\n3. In the **Create new nudge** window, select **Banner** and click **Create**.\\n4. In the **Nudge Title** field, enter the nudge name.\\n5. In the **Content** field, enter the nudge title.\\n6. To enable the nudge close button, turn on the **Show a close button** toggle.\\n7. Select the banner color by clicking the color icon.\\n8. Use the **Action** drop-down menu to select the type of engagement you want your users to have when they click the nudge. The",
-        "title": "Nudges | Computer for Your Customers | DevRev"
+        "id": "ART-2063_KNOWLEDGE_NODE-25",
+        "title": "Nudges | Computer for Your Customers | DevRev",
+        "text": "widget can trigger these nudges and help you engage and interact with your customers more effectively.\\n\\nDevRev supports the following types of nudges:\\n\\n* Spotlight\\n* Banner\\n\\n![]()\\n\\nCreate a spotlight nudge\\n------------------------\\n\\n1. Click **Settings** > **Plug Nudges**.\\n2. Click **+ Nudge**.\\n3. In the **Create new nudge** window, select **Spotlight** and click **Create**.\\n4. In the **Nudge Title** field, enter the nudge name.\\n5. In the **Title** field, enter the nudge"
       },
       {
-        "id": "ART-1471_KNOWLEDGE_NODE-16",
-        "text": "__\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
-        "title": "Restricted messages on a timeline \u2014 DevRev | Docs"
+        "id": "ART-886_KNOWLEDGE_NODE-3",
+        "title": "Nudges | The Book of DevRev",
+        "text": "to show our offer, the image, and action (e.g. launch URL).\\n\\nI\\xe2\\x80\\x99ve configured this and you can check it out HERE!\\n\\nTypes of Nudges\\n\\nDevRev Nudges currently supports two core types of nudges:\\n\\n\\n  Banner\\n    \\n      A banner at the top of the webpage\\n      Can only be text\\n      Can contain an action on click\\n    \\n  \\n  Spotlight\\n    \\n      A card located by the PLuG widget\\n      Can contain an image\\n      Can contain an action on click\\n    \\n  \\n\\n\\nSee It In"
       },
       {
         "id": "ART-982_KNOWLEDGE_NODE-3",
-        "text": "to show our offer, the image, and action (e.g. launch URL).\\n\\nI\\xe2\\x80\\x99ve configured this and you can check it out HERE!\\n\\nTypes of Nudges\\n\\nDevRev Nudges currently supports two core types of nudges:\\n\\n\\n  Banner\\n    \\n      A banner at the top of the webpage\\n      Can only be text\\n      Can contain an action on click\\n    \\n  \\n  Spotlight\\n    \\n      A card located by the PLuG widget\\n      Can contain an image\\n      Can contain an action on click\\n    \\n  \\n\\n\\nSee It In",
-        "title": "DevRev Nudges - Driving Customer Engagement"
+        "title": "DevRev Nudges - Driving Customer Engagement",
+        "text": "to show our offer, the image, and action (e.g. launch URL).\\n\\nI\\xe2\\x80\\x99ve configured this and you can check it out HERE!\\n\\nTypes of Nudges\\n\\nDevRev Nudges currently supports two core types of nudges:\\n\\n\\n  Banner\\n    \\n      A banner at the top of the webpage\\n      Can only be text\\n      Can contain an action on click\\n    \\n  \\n  Spotlight\\n    \\n      A card located by the PLuG widget\\n      Can contain an image\\n      Can contain an action on click\\n    \\n  \\n\\n\\nSee It In"
       },
       {
-        "id": "ART-10697_KNOWLEDGE_NODE-31",
-        "text": "boosting engagement and reducing repetitive inquiries. To enable Plug, go to **Settings > Portal Settings**, activate Plug widget, and **Save** and **Publish**.\\n\\n![]()\\xc2\\xa0For more information about *Support App*, refer to the following articles: \\xe2\\x80\\xa3 [Support snap-ins | Support](/docs/product/snapins-support) \\xe2\\x80\\xa3 [Support best practices | Support](/docs/product/support-bp) \\xe2\\x80\\xa3 [Support](/docs/product/support) \\xe2\\x80\\xa3",
-        "title": "February 2025 | Changelog | DevRev"
+        "id": "ART-886_KNOWLEDGE_NODE-4",
+        "title": "Nudges | The Book of DevRev",
+        "text": "Action\\n\\nThe following video shows the DevRev Nudges feature in action:\\n\\n\\n  \\n\\n\\nHow to leverage\\n\\nConfiguration\\n\\nConfiguration of Nudges is simple and can be done in the DevRev app. To configure a nudge, perform the following steps:\\n\\n\\n  Navigate to settings > Support > PLuG Nudges\\n  \\n    Click on spotlight or banner nudge\\n\\n  \\n  \\n    Input nudge content (will vary by type)\\n\\n  \\n  \\n    Click on Rules and input conditions.\\n\\n\\n    \\n      Multiple page rules and operators can"
       },
       {
-        "id": "ART-886_KNOWLEDGE_NODE-3",
-        "text": "to show our offer, the image, and action (e.g. launch URL).\\n\\nI\\xe2\\x80\\x99ve configured this and you can check it out HERE!\\n\\nTypes of Nudges\\n\\nDevRev Nudges currently supports two core types of nudges:\\n\\n\\n  Banner\\n    \\n      A banner at the top of the webpage\\n      Can only be text\\n      Can contain an action on click\\n    \\n  \\n  Spotlight\\n    \\n      A card located by the PLuG widget\\n      Can contain an image\\n      Can contain an action on click\\n    \\n  \\n\\n\\nSee It In",
-        "title": "Nudges | The Book of DevRev"
+        "id": "ART-2063_KNOWLEDGE_NODE-23",
+        "title": "Nudges | Computer for Your Customers | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Create a spotlight nudge](#create-a-spotlight-nudge)\\n* [Create a banner](#create-a-banner)\\n* [Create"
       },
       {
-        "id": "ART-2059_KNOWLEDGE_NODE-12",
-        "text": "width=\"0\" style=\"display:none;visibility:hidden\"></iframe>'",
-        "title": "Install PLuG chat on your website"
+        "id": "ART-2063_KNOWLEDGE_NODE-33",
+        "title": "Nudges | Computer for Your Customers | DevRev",
+        "text": "[Create a banner](#create-a-banner)\\n* [Create rules](#create-rules)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User Insights](/for-user-insights)\\n*"
       },
       {
-        "id": "ART-1265_KNOWLEDGE_NODE-0",
-        "text": "b'Restricted messages on a timeline | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\nOn this page\\n\\n* [Introduction](/guides/timeline-entries#introduction)\\n* [Send a restricted visibility message](/guides/timeline-entries#send-a-restricted-visibility-message)\\n* [Summary](/guides/timeline-entries#summary)\\n\\n[Guides](/guides/webhooks)\\n\\nRestricted messages on a timeline\\n=================================\\n\\nCopy",
-        "title": "Restricted messages on a timeline | DevRev | Docs"
+        "id": "ART-2059_KNOWLEDGE_NODE-12",
+        "title": "Install PLuG chat on your website",
+        "text": "width=\"0\" style=\"display:none;visibility:hidden\"></iframe>'"
       }
     ]
   },
@@ -1908,54 +1908,54 @@
     "query": "sync contacts and accounts from DevRev to Salesforce",
     "retrievals": [
       {
-        "id": "ART-2047_KNOWLEDGE_NODE-35",
-        "text": "longer available.\\n\\n### Sync to DevRev\\n\\nAfter a successful import from a Salesforce account, you can choose to sync the imported data with DevRev. This feature airdrops any new items and any changes made to previously imported items from Salesforce.\\n\\nTo perform a one-time sync to DevRev, follow these steps:\\n\\n1. Go to **Settings** > **Integrations** > **AirSyncs**.\\n2. Locate the previously imported project.\\n3. Select **\\xe2\\x8b\\xae** > **Sync Salesforce Service to",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-2047_KNOWLEDGE_NODE-30",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "it\\'s your first).\\n2. Create a new connection to your Salesforce account, or use an existing connection if you already have one.\\n3. Once the connection is established, select the Salesforce account you want to import and specify the DevRev part that should be used for any imported cases without a product. This initiates a bulk import of the selected account.\\n4. DevRev makes an effort to automatically map the fields from Salesforce to corresponding fields in DevRev. However, you may be"
       },
       {
-        "id": "ART-2047_KNOWLEDGE_NODE-36",
-        "text": "DevRev**.\\n\\n![]()\\n\\nThis may override fields in previously imported items, even if they were modified in DevRev.\\n\\n### Sync to Salesforce\\n\\nAfter a successful import from a Salesforce account, you can sync changes made in DevRev to the previously imported cases back to Salesforce. Additionally, any new [DevRev tickets marked for sync](#mark-a-devrev-ticket-for-syncing) is created as new Salesforce items.\\n\\nTo perform a one-time sync to Salesforce, follow these steps:\\n\\n1. Go to",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-2047_KNOWLEDGE_NODE-33",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "Salesforce](#sync-to-salesforce):\\n  + This option synchronizes any changes made in DevRev to previously synced Salesforce [supported items](#supported-objects) back to Salesforce. It also creates any [items marked in DevRev](#mark-a-devrev-ticket-for-syncing) for creation in Salesforce. This is a one-time operation.\\n* [Periodic Sync](#periodic-sync):\\n  + By enabling this option, you can automatically sync new changes from Salesforce to DevRev on a periodic basis. The default frequency is"
       },
       {
-        "id": "ART-2047_KNOWLEDGE_NODE-30",
-        "text": "it\\'s your first).\\n2. Create a new connection to your Salesforce account, or use an existing connection if you already have one.\\n3. Once the connection is established, select the Salesforce account you want to import and specify the DevRev part that should be used for any imported cases without a product. This initiates a bulk import of the selected account.\\n4. DevRev makes an effort to automatically map the fields from Salesforce to corresponding fields in DevRev. However, you may be",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-2047_KNOWLEDGE_NODE-25",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "AirSync](/docs/integrations/salesforce)\\n\\nSalesforce AirSync\\n==================\\n\\nDevRev\\'s Salesforce AirSync allows you to perform a bulk migration, ongoing 1-way sync, or ongoing 2-way syncs. A bulk import is a prerequisite to setting up a sync.\\n\\n![]()\\n\\nFor more information, refer to the [Salesforce AirSync snap-in](https://marketplace.devrev.ai/salesforce) on the DevRev marketplace.\\n\\nSupported objects\\n-----------------\\n\\nThe following is a list of Salesforce objects and their"
       },
       {
         "id": "ART-2047_KNOWLEDGE_NODE-32",
-        "text": "automatically.\\n\\nPost import options\\n-------------------\\n\\nAfter a successful import, you have the following options available for the imported account:\\n\\n* [Sync to DevRev](#sync-to-devrev):\\n  + This option allows you to synchronize any modifications made in Salesforce with the corresponding items previously imported into DevRev. It also creates new items in DevRev for any new items created in Salesforce after the last sync or import. This is a one-time operation.\\n* [Sync to",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "automatically.\\n\\nPost import options\\n-------------------\\n\\nAfter a successful import, you have the following options available for the imported account:\\n\\n* [Sync to DevRev](#sync-to-devrev):\\n  + This option allows you to synchronize any modifications made in Salesforce with the corresponding items previously imported into DevRev. It also creates new items in DevRev for any new items created in Salesforce after the last sync or import. This is a one-time operation.\\n* [Sync to"
       },
       {
-        "id": "ART-2047_KNOWLEDGE_NODE-26",
-        "text": "corresponding DevRev equivalent. Those marked as **Sync to DevRev** are eligible for import/sync to DevRev from Salesforce. Those marked as **Sync to Salesforce** are eligible to be synced to Salesforce from DevRev.\\n\\n| Salesforce Object | DevRev Object | Sync to DevRev | Sync to Salesforce |\\n| --- | --- | --- | --- |\\n| Case | Ticket | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Task | Ticket | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Problem | Ticket | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Incident | Ticket |",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-2047_KNOWLEDGE_NODE-24",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "options](#post-import-options)\\n* [Sync to DevRev](#sync-to-devrev)\\n* [Sync to Salesforce](#sync-to-salesforce)\\n* [Mark a DevRev ticket for syncing](#mark-a-devrev-ticket-for-syncing)\\n* [AirSync Salesforce scope and limitations](#airsync-salesforce-scope-and-limitations)\\n* [Comments](#comments)\\n* [Updates](#updates)\\n* [Knowledge articles](#knowledge-articles)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[AirSync](/docs/import)\\n[Salesforce"
       },
       {
-        "id": "ART-2047_KNOWLEDGE_NODE-33",
-        "text": "Salesforce](#sync-to-salesforce):\\n  + This option synchronizes any changes made in DevRev to previously synced Salesforce [supported items](#supported-objects) back to Salesforce. It also creates any [items marked in DevRev](#mark-a-devrev-ticket-for-syncing) for creation in Salesforce. This is a one-time operation.\\n* [Periodic Sync](#periodic-sync):\\n  + By enabling this option, you can automatically sync new changes from Salesforce to DevRev on a periodic basis. The default frequency is",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-2047_KNOWLEDGE_NODE-8",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "tracking](/docs/plug/cross-domain-session)\\n  + [Nudges](/docs/plug/nudges)\\n* [Computer for Growth Teams](/docs/product/grow)\\n\\n  + [Accounts](/docs/product/account)\\n  + [Opportunities](/docs/product/opportunity)\\n  + [Contacts](/docs/product/customers)\\n  + [Account and contact import](/docs/product/account-contact-import)\\n  + [Grow snap-ins](/docs/product/snapins-grow)\\n* [Snap-ins](/docs/snapins)\\n\\n  + [Automate](/docs/automate)\\n\\n    - [Account"
       },
       {
-        "id": "ART-2047_KNOWLEDGE_NODE-37",
-        "text": "**Settings** > **Integrations** > **AirSyncs**.\\n2. Locate the previously imported project.\\n3. Select **\\xe2\\x8b\\xae** > **Sync DevRev to Salesforce Service**.\\n\\n![]()\\n\\nThis may override fields in Salesforce of previously imported items, even if they were modified in Salesforce.\\n\\n#### Mark a DevRev ticket for syncing\\n\\nUsing the [Sync to Salesforce](#sync-to-salesforce) feature, it\\'s possible to sync DevRev tickets to Salesforce. In order to sync a DevRev ticket to a specific Salesforce",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-2047_KNOWLEDGE_NODE-39",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "created in the specified Salesforce account the next time the Sync from [DevRev to Salesforce](#sync-to-salesforce) runs. This can be triggered manually or automatically through a Periodic Sync. Future syncs keeps this item updated on both sides after it has been created in Salesforce.\\n\\n### Historical AirSyncs\\n\\nTo view currently running and previous AirSyncs from various sources, do the following:\\n\\n1. Go to **Settings** > **Integrations** > **AirSyncs**.\\n2. Select the import you want to"
       },
       {
-        "id": "ART-2047_KNOWLEDGE_NODE-25",
-        "text": "AirSync](/docs/integrations/salesforce)\\n\\nSalesforce AirSync\\n==================\\n\\nDevRev\\'s Salesforce AirSync allows you to perform a bulk migration, ongoing 1-way sync, or ongoing 2-way syncs. A bulk import is a prerequisite to setting up a sync.\\n\\n![]()\\n\\nFor more information, refer to the [Salesforce AirSync snap-in](https://marketplace.devrev.ai/salesforce) on the DevRev marketplace.\\n\\nSupported objects\\n-----------------\\n\\nThe following is a list of Salesforce objects and their",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-2047_KNOWLEDGE_NODE-45",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "field.\\n\\n[PreviousHubspot AirSync](/docs/integrations/hubspot)[NextZendesk AirSync](/docs/integrations/zendesk)\\n\\n#### On this page\\n\\n* [Supported objects](#supported-objects)\\n* [Importing from Salesforce](#importing-from-salesforce)\\n* [Post import options](#post-import-options)\\n* [Sync to DevRev](#sync-to-devrev)\\n* [Sync to Salesforce](#sync-to-salesforce)\\n* [AirSync Salesforce scope and limitations](#airsync-salesforce-scope-and-limitations)\\n* [Comments](#comments)\\n*"
       },
       {
-        "id": "ART-2045_KNOWLEDGE_NODE-49",
-        "text": "associated with the account you want to merge from will be associated with the account to be merged with.\\n4. Click **Merge**.\\n\\nContact deduplication\\n---------------------\\n\\nDevRev contacts help you keep track of your [customers](https://docs.devrev.ai/product/customers). Contacts are the individual users, which may or may not be associated with an account. DevRev contacts aren\\'t globally unique. The same user may have multiple contact records.\\n\\nAirSync imported contacts are deduplicated",
-        "title": "AirSync | Snap-ins | DevRev"
+        "id": "ART-2047_KNOWLEDGE_NODE-23",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Supported objects](#supported-objects)\\n* [Importing from Salesforce](#importing-from-salesforce)\\n* [Post import"
       },
       {
-        "id": "ART-2045_KNOWLEDGE_NODE-46",
-        "text": "organizations in Zendesk, or accounts in Salesforce.\\n\\nAn AirSync doesn\\'t deduplicate imported accounts; rather, it modifies them so that new accounts don\\'t violate DevRev constraints. These accounts can be merged after the import has been completed. Since DevRev has several constraints on the uniqueness of different DevRev account fields, AirSync avoids breaking these constraints by following these rules when another account is already using the unique value:\\n\\n| Account Field | Rule |\\n|",
-        "title": "AirSync | Snap-ins | DevRev"
+        "id": "ART-2045_KNOWLEDGE_NODE-56",
+        "title": "AirSync | Snap-ins | DevRev",
+        "text": "the relationship to other accounts is dropped.\\n  + Contact changes of Account in an external system are not reflected in DevRev after the initial sync.\\n  + Contacts have an external reference that may be populated by email or source ID. This is an internal mapping and may not show up in the Mappings page.\\n* Account\\n  + Accounts in DevRev have both Websites and Domains fields. Mapping from external source is typically done to DevRev\\'s Websites field and then a stripped down version is added"
       }
     ]
   },
@@ -1964,54 +1964,54 @@
     "query": "best way to export accounts in bulk",
     "retrievals": [
       {
-        "id": "ART-1254_KNOWLEDGE_NODE-9",
-        "text": "Export Accounts (POST)\\n\\nNext](/api-reference/accounts/export-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Export Accounts | DevRev | Docs"
+        "id": "ART-1255_KNOWLEDGE_NODE-5",
+        "title": "Export Accounts (POST) | DevRev | Docs",
+        "text": "\"string\", |\\n| 72 | \"display_name\": \"string\" |\\n| 73 | }, |\\n| 74 | \"tier\": \"string\", |\\n| 75 | \"websites\": [ |\\n| 76 | \"string\" |\\n| 77 | ] |\\n| 78 | } |\\n| 79 | ] |\\n| 80 | } |\\n```\\n\\nExports a collection of accounts.\\n\\n### Headers\\n\\nAuthorizationstringRequired\\n\\nBearer authentication of the form `Bearer <token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\ncreated\\\\_bylist of stringsOptional\\n\\nFilters for accounts created by the specified"
       },
       {
-        "id": "ART-1254_KNOWLEDGE_NODE-1",
-        "text": "it](/api-reference/accounts/export?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14 | \"type\": \"string\", |\\n| 15 | \"name\": \"string\", |\\n| 16 | \"size\": 1 |\\n| 17 | } |\\n| 18",
-        "title": "Export Accounts | DevRev | Docs"
+        "id": "ART-1255_KNOWLEDGE_NODE-1",
+        "title": "Export Accounts (POST) | DevRev | Docs",
+        "text": "|\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/accounts/export-post?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14"
       },
       {
-        "id": "ART-1254_KNOWLEDGE_NODE-0",
-        "text": "b'Export Accounts | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nExport Accounts\\n===============\\n\\nCopy page\\n\\nGET\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nGET\\n\\n/accounts.export\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl https://api.devrev.ai/accounts.export \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" |\\n```\\n\\n[Try",
-        "title": "Export Accounts | DevRev | Docs"
+        "id": "ART-1254_KNOWLEDGE_NODE-9",
+        "title": "Export Accounts | DevRev | Docs",
+        "text": "Export Accounts (POST)\\n\\nNext](/api-reference/accounts/export-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-1449_KNOWLEDGE_NODE-1",
-        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[API Reference](/public/api-reference/getting-started)[Accounts](/public/api-reference/accounts/accounts)\\n\\n# Export Accounts\\n\\nGET\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nTry it\\n\\nExports a collection of accounts.\\n\\n### Query parameters\\n\\ncreated_bylist of stringsOptional\\n\\nFilters for accounts created by the specified",
-        "title": "Export Accounts \u2014 DevRev | Docs"
+        "id": "ART-1254_KNOWLEDGE_NODE-8",
+        "title": "Export Accounts | DevRev | Docs",
+        "text": "stringsOptional\\n\\nArray of websites of accounts to be filtered.\\n\\n### Response\\n\\nThe response to exporting a collection of accounts.\\n\\naccountslist of objects\\n\\nThe exported accounts.\\n\\nShow 14 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/accounts/delete)[####"
       },
       {
-        "id": "ART-1255_KNOWLEDGE_NODE-1",
-        "text": "|\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/accounts/export-post?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14",
-        "title": "Export Accounts (POST) | DevRev | Docs"
+        "id": "ART-1254_KNOWLEDGE_NODE-1",
+        "title": "Export Accounts | DevRev | Docs",
+        "text": "it](/api-reference/accounts/export?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14 | \"type\": \"string\", |\\n| 15 | \"name\": \"string\", |\\n| 16 | \"size\": 1 |\\n| 17 | } |\\n| 18"
       },
       {
-        "id": "ART-1255_KNOWLEDGE_NODE-0",
-        "text": "b'Export Accounts (POST) | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nExport Accounts (POST)\\n======================\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nPOST\\n\\n/accounts.export\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/accounts.export \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\",
-        "title": "Export Accounts (POST) | DevRev | Docs"
+        "id": "ART-1462_KNOWLEDGE_NODE-9",
+        "title": "Export Accounts (POST) \u2014 DevRev | Docs",
+        "text": "}  \\n    79|   ]  \\n    80| }\\n[/code]  \\n  \\n[Get AccountUp Next](/public/api-reference/accounts/get)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  * [Support](https://devrev.ai/support)\\n  * [Search](https://devrev.ai/search)\\n  * [PLuG - User"
       },
       {
-        "id": "ART-1449_KNOWLEDGE_NODE-10",
-        "text": "\"modified_date\": \"2023-01-01T12:00:00.000Z\",  \\n    69|       \"primary_account\": {  \\n    70|         \"id\": \"foo\",  \\n    71|         \"display_id\": \"foo\",  \\n    72|         \"display_name\": \"foo\"  \\n    73|       },  \\n    74|       \"tier\": \"foo\",  \\n    75|       \"websites\": [  \\n    76|         \"foo\"  \\n    77|       ]  \\n    78|     }  \\n    79|   ]  \\n    80| }\\n[/code]  \\n  \\n[Export Accounts (POST)Up Next](/public/api-reference/accounts/export-post)\\n\\n[Built",
-        "title": "Export Accounts \u2014 DevRev | Docs"
+        "id": "ART-1255_KNOWLEDGE_NODE-2",
+        "title": "Export Accounts (POST) | DevRev | Docs",
+        "text": "| \"type\": \"string\", |\\n| 15 | \"name\": \"string\", |\\n| 16 | \"size\": 1 |\\n| 17 | } |\\n| 18 | }, |\\n| 19 | \"email\": \"string\", |\\n| 20 | \"full_name\": \"string\", |\\n| 21 | \"state\": \"active\" |\\n| 22 | } |\\n| 23 | ], |\\n| 24 | \"created_by\": { |\\n| 25 | \"display_id\": \"string\", |\\n| 26 | \"id\": \"string\", |\\n| 27 | \"display_name\": \"string\", |\\n| 28 | \"display_picture\": { |\\n| 29 | \"display_id\": \"string\", |\\n| 30 | \"id\": \"string\", |\\n| 31 | \"file\": { |\\n| 32 | \"type\": \"string\", |\\n| 33 | \"name\": \"string\","
       },
       {
-        "id": "ART-1462_KNOWLEDGE_NODE-0",
-        "text": "b'[](/public/api-reference/accounts/export-post)\\n\\nPublic\\n\\n[API Reference](/public/api-reference/getting-started)[Accounts](/public/api-reference/accounts/accounts)\\n\\n# Export Accounts (POST)\\n\\nPOST\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nTry it\\n\\nExports a collection of accounts.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\ncreated_bylist of stringsOptional\\n\\nFilters for accounts created by the specified user(s).\\n\\ncreated_dateobjectOptional\\n\\nShow 2",
-        "title": "Export Accounts (POST) \u2014 DevRev | Docs"
+        "id": "ART-1449_KNOWLEDGE_NODE-6",
+        "title": "Export Accounts \u2014 DevRev | Docs",
+        "text": "10|           \"display_picture\": {  \\n    11|             \"display_id\": \"foo\",  \\n    12|             \"id\": \"foo\",  \\n    13|             \"file\": {  \\n    14|               \"type\": \"foo\",  \\n    15|               \"name\": \"foo\",  \\n    16|               \"size\": 42  \\n    17|             }  \\n    18|           },  \\n    19|           \"email\": \"foo\",  \\n    20|           \"full_name\": \"foo\",  \\n    21|           \"state\": \"active\"  \\n    22|         }  \\n    23|       ],  \\n    24|"
       },
       {
-        "id": "ART-1449_KNOWLEDGE_NODE-0",
-        "text": "b'[](/public/api-reference/accounts/export)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
-        "title": "Export Accounts \u2014 DevRev | Docs"
+        "id": "ART-1255_KNOWLEDGE_NODE-8",
+        "title": "Export Accounts (POST) | DevRev | Docs",
+        "text": "Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/accounts/export)[#### Get Account\\n\\nNext](/api-reference/accounts/get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-1449_KNOWLEDGE_NODE-5",
-        "text": "Unavailable Error\\n\\nGET\\n\\n/accounts.export\\n\\n[code]\\n\\n    $| curl https://api.devrev.ai/accounts.export \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\"\\n[/code]  \\n  \\nTry it\\n\\n200exportExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"accounts\": [  \\n    3|     {  \\n    4|       \"id\": \"foo\",  \\n    5|       \"owned_by\": [  \\n    6|         {  \\n    7|           \"display_id\": \"foo\",  \\n    8|           \"id\": \"foo\",  \\n    9|           \"display_name\": \"foo\",  \\n",
-        "title": "Export Accounts \u2014 DevRev | Docs"
+        "id": "ART-1462_KNOWLEDGE_NODE-12",
+        "title": "Export Accounts (POST) \u2014 DevRev | Docs",
+        "text": "[Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin ](https://www.linkedin.com/company/devrev)\\n  * [X (formerly Twitter)](https://twitter.com/devrev)\\n  * [Gr.ai.ce](https://devrev.ai/graice)\\n\\nLegal\\n\\n  *"
       }
     ]
   },
@@ -2019,55 +2019,55 @@
     "query_id": "1b7f0c03-5c55-403e-baf4-242b8d91bbe7",
     "query": "copy schema subtype deal registration leaf type of account",
     "retrievals": [
-      {
-        "id": "ART-4116_KNOWLEDGE_NODE-0",
-        "text": "b'[](/beta/api-reference/customization/schemas-subtype-prepare-update-get)\\n\\nBeta\\n\\n[API Reference](/beta/api-reference/accounts/create)[Customization](/beta/api-reference/customization/custom-objects-count)\\n\\n# Prepare-Update Schemas Subtypes\\n\\nPOST\\n\\nhttps://api.devrev.ai/schemas.subtypes.prepare-update\\n\\nTry it\\n\\nGets the new fragment IDs and fields resulting from changing a subtype.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nleaf_typestringRequired`format: \"text\"`\\n\\nLeaf",
-        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs"
-      },
       {
         "id": "ART-15342_KNOWLEDGE_NODE-3",
-        "text": "token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nleaf\\\\_typestringRequired`format: \"text\"`\\n\\nLeaf type of the object.\\n\\nis\\\\_custom\\\\_leaf\\\\_typebooleanOptional\\n\\nWhether the leaf type corresponds to a custom object.\\n\\nnew\\\\_subtypestringOptional`format: \"text\"`\\n\\nName of the new subtype for the object.\\n\\nobjectstringOptional`format: \"id\"`\\n\\nID of the object of which subtype is to be changed. Used to fetch\\nthe object\\'s custom schema fragments and custom fields\\n\\n###",
-        "title": "Prepare-Update Schemas Subtypes | DevRev | Docs"
+        "title": "Prepare-Update Schemas Subtypes | DevRev | Docs",
+        "text": "token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nleaf\\\\_typestringRequired`format: \"text\"`\\n\\nLeaf type of the object.\\n\\nis\\\\_custom\\\\_leaf\\\\_typebooleanOptional\\n\\nWhether the leaf type corresponds to a custom object.\\n\\nnew\\\\_subtypestringOptional`format: \"text\"`\\n\\nName of the new subtype for the object.\\n\\nobjectstringOptional`format: \"id\"`\\n\\nID of the object of which subtype is to be changed. Used to fetch\\nthe object\\'s custom schema fragments and custom fields\\n\\n###"
       },
       {
         "id": "ART-15337_KNOWLEDGE_NODE-19",
-        "text": "subtype.\\n\\nis\\\\_custom\\\\_leaf\\\\_typebooleanOptional\\n\\nWhether the leaf type corresponds to a custom object.\\n\\nleaf\\\\_typestringOptional`format: \"text\"`\\n\\nThe leaf type. Used for inferring the default stage diagram and\\ntenant fragment ID.\\n\\nstock\\\\_schema\\\\_fragmentstringOptional`format: \"id\"`\\n\\nThe stock schema fragment which is to be aggregated.\\n\\n### Response\\n\\nSuccess.\\n\\nschemaobject\\n\\nList of custom fields from multiple source fragments.\\n\\nShow 13 properties\\n\\n###",
-        "title": "Get Schemas Aggregated | DevRev | Docs"
+        "title": "Get Schemas Aggregated | DevRev | Docs",
+        "text": "subtype.\\n\\nis\\\\_custom\\\\_leaf\\\\_typebooleanOptional\\n\\nWhether the leaf type corresponds to a custom object.\\n\\nleaf\\\\_typestringOptional`format: \"text\"`\\n\\nThe leaf type. Used for inferring the default stage diagram and\\ntenant fragment ID.\\n\\nstock\\\\_schema\\\\_fragmentstringOptional`format: \"id\"`\\n\\nThe stock schema fragment which is to be aggregated.\\n\\n### Response\\n\\nSuccess.\\n\\nschemaobject\\n\\nList of custom fields from multiple source fragments.\\n\\nShow 13 properties\\n\\n###"
       },
       {
-        "id": "ART-4116_KNOWLEDGE_NODE-1",
-        "text": "type of the object.\\n\\nis_custom_leaf_typebooleanOptional\\n\\nWhether the leaf type corresponds to a custom object.\\n\\nnew_subtypestringOptional`format: \"text\"`\\n\\nName of the new subtype for the object.\\n\\nobjectstringOptional`format: \"id\"`\\n\\nID of the object of which subtype is to be changed. Used to fetch the object\\xe2\\x80\\x99s custom schema fragments and custom fields\\n\\n### Response\\n\\nSuccess.\\n\\nadded_fieldslist of objectsOptional\\n\\nList of fields that have a default value and need to",
-        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs"
+        "id": "ART-1783_KNOWLEDGE_NODE-225",
+        "title": "Locate \u2014 DevRev | Docs",
+        "text": "Optional\\nLeaf type for which subtypes are required.\\nleaf_types string Optional\\nList of leaf types for which subtypes are required.\\nResponse.\\n\\nThis endpoint returns an object.\\nsubtypes list of objects\\nList of subtypes.\\nShow 4 properties\\nAPI Reference customization Subtypes List Post.\\n\\nPOST https:// api.devrev.ai / schemas.subtypes.list\\nLists subtypes.\\nRequest.\\n\\nThis endpoint expects an object.\\nleaf_type string Optional\\nLeaf type for which subtypes are required.\\nleaf_types list"
       },
       {
-        "id": "ART-16108_KNOWLEDGE_NODE-0",
-        "text": "b'Airdrop does not allow changing which subtype it syncs work items to. The subtypes that Airdrop creates, are maintained by Airdrop, because they have to reflect the schema they the customer has in the external system (custom fields, field values, stages etc. all have to exactly match the external system schema). To modify the subtype, one should modify the schema in the external system.'",
-        "title": "Airdrop Work Subtype Schema"
+        "id": "ART-1652_KNOWLEDGE_NODE-223",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "Reference customization Subtypes List.\\n\\nGET https:// api.devrev.ai / schemas.subtypes.list\\nLists subtypes.\\nQuery parameters.\\n\\nleaf_type string Optional\\nLeaf type for which subtypes are required.\\nleaf_types string Optional\\nList of leaf types for which subtypes are required.\\nResponse.\\n\\nThis endpoint returns an object.\\nsubtypes list of objects\\nList of subtypes.\\nShow 4 properties\\nAPI Reference customization Subtypes List Post.\\n\\nPOST https:// api.devrev.ai /"
       },
       {
-        "id": "ART-1614_KNOWLEDGE_NODE-4",
-        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "List Schemas Subtypes (POST) | DevRev | Docs"
+        "id": "ART-1302_KNOWLEDGE_NODE-231",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "leaf types for which subtypes are required.\\nResponse.\\n\\nThis endpoint returns an object.\\nsubtypes list of objects\\nList of subtypes.\\nShow 4 properties\\nAPI Reference customization Subtypes List Post.\\n\\nPOST https:// api.devrev.ai / schemas.subtypes.list\\nLists subtypes.\\nRequest.\\n\\nThis endpoint expects an object.\\nleaf_type string Optional\\nLeaf type for which subtypes are required.\\nleaf_types list of strings Optional\\nList of leaf types for which subtypes are"
       },
       {
-        "id": "ART-1632_KNOWLEDGE_NODE-0",
-        "text": "b'List Schemas Subtypes | 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)[customization](/beta/api-reference/customization/custom-objects-count)\\n\\nList Schemas Subtypes\\n=====================\\n\\nBeta\\n\\nCopy page\\n\\nGET\\n\\nhttps://api.devrev.ai/schemas.subtypes.list\\n\\nGET\\n\\n/schemas.subtypes.list\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl https://api.devrev.ai/schemas.subtypes.list \\\\",
-        "title": "List Schemas Subtypes | DevRev | Docs"
+        "id": "ART-1308_KNOWLEDGE_NODE-228",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "leaf types for which subtypes are required.\\nResponse.\\n\\nThis endpoint returns an object.\\nsubtypes list of objects\\nList of subtypes.\\nShow 4 properties\\nAPI Reference customization Subtypes List Post.\\n\\nPOST https:// api.devrev.ai / schemas.subtypes.list\\nLists subtypes.\\nRequest.\\n\\nThis endpoint expects an object.\\nleaf_type string Optional\\nLeaf type for which subtypes are required.\\nleaf_types list of strings Optional\\nList of leaf types for which subtypes are"
       },
       {
-        "id": "ART-15340_KNOWLEDGE_NODE-8",
-        "text": "\"id\": \"string\", |\\n| 124 | \"file\": { |\\n| 125 | \"type\": \"string\", |\\n| 126 | \"name\": \"string\", |\\n| 127 | \"size\": 1 |\\n| 128 | } |\\n| 129 | }, |\\n| 130 | \"email\": \"string\", |\\n| 131 | \"full_name\": \"string\", |\\n| 132 | \"state\": \"active\" |\\n| 133 | }, |\\n| 134 | \"created_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 135 | \"description\": \"string\", |\\n| 136 | \"display_id\": \"string\", |\\n| 137 | \"leaf_type\": \"string\", |\\n| 138 | \"modified_by\": { |\\n| 139 | \"display_id\": \"string\", |\\n| 140 | \"id\": \"string\",",
-        "title": "List Schemas Stock | DevRev | Docs"
+        "id": "ART-15332_KNOWLEDGE_NODE-15",
+        "title": "Get Schemas Aggregated (POST) | DevRev | Docs",
+        "text": "\"string\" |\\n| 246 | } |\\n| 247 | ], |\\n| 248 | \"description\": \"string\", |\\n| 249 | \"is_custom_leaf_type\": true, |\\n| 250 | \"leaf_type\": \"string\", |\\n| 251 | \"stage_diagram_id\": { |\\n| 252 | \"id\": \"string\", |\\n| 253 | \"display_id\": \"string\", |\\n| 254 | \"name\": \"string\" |\\n| 255 | }, |\\n| 256 | \"stock_field_overrides\": [ |\\n| 257 | { |\\n| 258 | \"is_required\": true, |\\n| 259 | \"name\": \"string\", |\\n| 260 | \"ui\": { |\\n| 261 | \"client_overrides\": [ |\\n| 262 | { |\\n| 263 | \"client_name\": \"string\","
       },
       {
-        "id": "ART-1560_KNOWLEDGE_NODE-153",
-        "text": "List Post.\\n\\nPOST https://api.devrev.ai / schemas.subtypes.list\\n\\nLists subtypes.\\n\\nRequest.\\n\\nThis endpoint expects an object.\\nleaf_type string Optional\\n\\nLeaf type for which subtypes are required.\\n\\nleaf_types list of strings Optional\\n\\nList of leaf types for which subtypes are required.\\n\\nResponse.\\n\\nThis endpoint returns an object.\\nsubtypes list of objects\\n\\nList of subtypes.\\n\\nShow 4 properties\\nAPI Reference customization Custom Stages Create.\\n\\nPOST https://api.devrev.ai /",
-        "title": "Assign (Beta) \u2014 DevRev | Docs"
+        "id": "ART-1786_KNOWLEDGE_NODE-226",
+        "title": "Delete \u2014 DevRev | Docs",
+        "text": "leaf types for which subtypes are required.\\nResponse.\\n\\nThis endpoint returns an object.\\nsubtypes list of objects\\nList of subtypes.\\nShow 4 properties\\nAPI Reference customization Subtypes List Post.\\n\\nPOST https:// api.devrev.ai / schemas.subtypes.list\\nLists subtypes.\\nRequest.\\n\\nThis endpoint expects an object.\\nleaf_type string Optional\\nLeaf type for which subtypes are required.\\nleaf_types list of strings Optional\\nList of leaf types for which subtypes are"
       },
       {
-        "id": "ART-1632_KNOWLEDGE_NODE-2",
-        "text": "<token>`, where token is your auth token.\\n\\n### Query parameters\\n\\nleaf\\\\_typestringOptional`format: \"text\"`Deprecated\\n\\nLeaf type for which subtypes are required.\\n\\nleaf\\\\_typeslist of stringsOptional\\n\\nList of leaf types for which subtypes are required.\\n\\n### Response\\n\\nSuccess.\\n\\nsubtypeslist of objects\\n\\nList of subtypes.\\n\\nShow 4 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests",
-        "title": "List Schemas Subtypes | DevRev | Docs"
+        "id": "ART-1301_KNOWLEDGE_NODE-231",
+        "title": "Delete \u2014 DevRev | Docs",
+        "text": "leaf types for which subtypes are required.\\nResponse.\\n\\nThis endpoint returns an object.\\nsubtypes list of objects\\nList of subtypes.\\nShow 4 properties\\nAPI Reference customization Subtypes List Post.\\n\\nPOST https:// api.devrev.ai / schemas.subtypes.list\\nLists subtypes.\\nRequest.\\n\\nThis endpoint expects an object.\\nleaf_type string Optional\\nLeaf type for which subtypes are required.\\nleaf_types list of strings Optional\\nList of leaf types for which subtypes are"
+      },
+      {
+        "id": "ART-4116_KNOWLEDGE_NODE-8",
+        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs",
+        "text": "[About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin ](https://www.linkedin.com/company/devrev)\\n  * [X (formerly"
       }
     ]
   },
@@ -2077,53 +2077,53 @@
     "retrievals": [
       {
         "id": "ART-17515_KNOWLEDGE_NODE-25",
-        "text": "summary: Provides a summary of initial customer emails on tickets.\\n* Spacebar summaries: Offers quick summaries of the **Updates** page, account records, and conversations.\\n* Ticket and issue clustering: Groups similar tickets and issues together for easier management.\\n* AI-generated enhancement descriptions: Creates detailed descriptions for enhancements based on the titles and descriptions of the enhancements and the linked objects.\\n* Request classification: Differentiates between bugs",
-        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+        "title": "AI use cases in DevRev | Computer by DevRev | DevRev",
+        "text": "summary: Provides a summary of initial customer emails on tickets.\\n* Spacebar summaries: Offers quick summaries of the **Updates** page, account records, and conversations.\\n* Ticket and issue clustering: Groups similar tickets and issues together for easier management.\\n* AI-generated enhancement descriptions: Creates detailed descriptions for enhancements based on the titles and descriptions of the enhancements and the linked objects.\\n* Request classification: Differentiates between bugs"
       },
       {
-        "id": "ART-17515_KNOWLEDGE_NODE-12",
-        "text": "sync](/docs/automations/org-tags-sync)\\n    - [Search Node](/docs/automations/search-node)\\n    - [Sentiment evaluator](/docs/automations/sentiment-evaluator)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Real-time sentiment evaluator](/docs/automations/realtime-sentiment-evaluator)\\n    - [Send customized emails](/docs/automations/send-emails)\\n    - [StageFlow automator](/docs/automations/stageflow-automator)\\n    - [Smart issue",
-        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-29",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "**Severity**: The importance of the ticket. Severity can be set to low, medium, blocker, or high.\\n* **Stage**: The current state of the issue. The stage attribute is used to track the progress of the issue through its lifecycle. For more information on stages, see [stages](#stages).\\n* **Part**: The part of the company or product that the issue is related to. For more information on parts, see [parts](./parts).\\n* **Created by**: The user who created the ticket.\\n* **Created date**: The date"
       },
       {
-        "id": "ART-17515_KNOWLEDGE_NODE-9",
-        "text": "[Automate](/docs/automate)\\n\\n    - [Account deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n",
-        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+        "id": "ART-17231_KNOWLEDGE_NODE-155",
+        "title": "Supported DevRev object types | DevRev | Docs",
+        "text": "|\\n\\n**severity**\\n\\n| Value | Name | Description |\\n| --- | --- | --- |\\n| `blocker` | Blocker | - |\\n| `high` | High | - |\\n| `low` | Low | - |\\n| `medium` | Medium | - |\\n\\n**stage**\\n\\n| Value | Name | Description |\\n| --- | --- | --- |\\n| `awaiting_customer_response` | Awaiting Customer Response | - |\\n| `awaiting_development` | Awaiting Development | - |\\n| `awaiting_product_assist` | Awaiting Product Assist | - |\\n| `canceled` | Canceled | - |\\n| `in_development` | In Development | -"
       },
       {
-        "id": "ART-17515_KNOWLEDGE_NODE-1",
-        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +",
-        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+        "id": "ART-2777_KNOWLEDGE_NODE-4",
+        "title": "Velocity Global transforms worldwide operations with DevRev",
+        "text": "customers.\\n\\nSystem limitations with the previous vendor prevented us from implementing the cutting-edge automation solutions we dreamed of: allowing data and work to flow seamlessly for our operational support team and our customers. Having an AI-based classification system like we have in DevRev that routes tickets to the correct parts and features, that has been such a game changer for us.\\n\\n![]()\\n\\nVishnu RavikumarVP Strategy & Planning, Velocity Global\\n\\nThe"
       },
       {
-        "id": "ART-17515_KNOWLEDGE_NODE-26",
-        "text": "and feature requests on tickets.\\n* Computer on Plug: Enhances the following functionalities:\\n\\n  + Conversation: It deflects customer queries using your knowledge base, providing accurate and relevant responses.\\n  + Search: It summarizes your search results, making information retrieval more efficient and user-friendly.\\n* Computer assist: Recommends relevant articles and similar work items.\\n* Slack tickets: Automatically generates titles and descriptions for tickets created from Slack",
-        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+        "id": "ART-17650_KNOWLEDGE_NODE-5",
+        "title": "American cybersecurity leader unifies security & support with DevRev",
+        "text": "to unify incident tracking, roadmap visibility, and customer communication in a single intelligent workspace. Their rollout included:\\n\\n* Connecting product data and support tickets using Computer memory.\\n* Deploying advanced incident grouping to surface trends in security cases\\n* Creating automated deflection mechanisms ranging from L1 to L4\\n* Improving product alignment via roadmap visibility within the support team\\n* Implementing a custom email snap-in that allows ticket creation only"
       },
       {
-        "id": "ART-17515_KNOWLEDGE_NODE-4",
-        "text": "analytics](/docs/product/support-analytics)\\n\\n    - [Conversation insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  +",
-        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+        "id": "ART-17231_KNOWLEDGE_NODE-94",
+        "title": "Supported DevRev object types | DevRev | Docs",
+        "text": "Post-Incident Analysis(PIA) of the incident. |\\n| `playbook_ids` | reference (collection)\\xe2\\x86\\x92[#record:article] |  | The article ids of the playbook(s) associated with the incident. |\\n| `related_doc_ids` | reference (collection)\\xe2\\x86\\x92[#record:article] |  | The article ids of other documents associated with the incident. |\\n| `reported_by` | enum |  | The entity that first reported the incident. |\\n| `severity` | enum | \\xe2\\x9c\\x94\\xef\\xb8\\x8e | Severity of the work |\\n| `stage` |"
       },
       {
-        "id": "ART-17515_KNOWLEDGE_NODE-10",
-        "text": "- [Bulk delete data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item",
-        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+        "id": "ART-17231_KNOWLEDGE_NODE-96",
+        "title": "Supported DevRev object types | DevRev | Docs",
+        "text": "Value | Name | Description |\\n| --- | --- | --- |\\n| `1` | sev-0 | - |\\n| `2` | sev-1 | - |\\n| `3` | sev-2 | - |\\n| `4` | sev-3 | - |\\n\\n**stage**\\n\\n| Value | Name | Description |\\n| --- | --- | --- |\\n| `acknowledged` | Acknowledged | - |\\n| `canceled` | Canceled | - |\\n| `duplicate` | Duplicate | - |\\n| `fixing` | Fixing | - |\\n| `mitigated` | Mitigated | - |\\n| `resolved` | Resolved | - |\\n| `triage` | Triage | - |\\n\\n[\\xe2\\x96\\xb2"
       },
       {
-        "id": "ART-17515_KNOWLEDGE_NODE-13",
-        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
-        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+        "id": "ART-17231_KNOWLEDGE_NODE-95",
+        "title": "Supported DevRev object types | DevRev | Docs",
+        "text": "enum | \\xe2\\x9c\\x94\\xef\\xb8\\x8e |  |\\n| `tags` | reference (collection)\\xe2\\x86\\x92[#record:tag] |  | Tags associated with the object. |\\n| `target_close_date` | timestamp |  | Timestamp when the work is expected to be complete |\\n| `title` | text | \\xe2\\x9c\\x94\\xef\\xb8\\x8e | Title of the work object |\\n\\n#### Enum values\\n\\n**reported\\\\_by**\\n\\n| Value | Name | Description |\\n| --- | --- | --- |\\n| `1` | Customer | - |\\n| `2` | Internal Users | - |\\n| `3` | System | - |\\n\\n**severity**\\n\\n|"
       },
       {
-        "id": "ART-17515_KNOWLEDGE_NODE-15",
-        "text": "[Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    - [Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment",
-        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+        "id": "ART-4130_KNOWLEDGE_NODE-10",
+        "title": "Group Incidents | DevRev | Docs",
+        "text": "\"string\" |\\n| 169 | }, |\\n| 170 | \"title\": \"string\" |\\n| 171 | } |\\n| 172 | ], |\\n| 173 | \"reported_by\": { |\\n| 174 | \"id\": 1, |\\n| 175 | \"label\": \"string\", |\\n| 176 | \"ordinal\": 1, |\\n| 177 | \"value\": null |\\n| 178 | }, |\\n| 179 | \"severity\": { |\\n| 180 | \"id\": 1, |\\n| 181 | \"label\": \"string\", |\\n| 182 | \"ordinal\": 1, |\\n| 183 | \"value\": null |\\n| 184 | }, |\\n| 185 | \"source\": { |\\n| 186 | \"id\": 1, |\\n| 187 | \"label\": \"string\", |\\n| 188 | \"ordinal\": 1, |\\n| 189 | \"value\": null |\\n| 190 | },"
       },
       {
-        "id": "ART-17515_KNOWLEDGE_NODE-24",
-        "text": "[Product demos](/docs/DevRevU/demos)\\n\\n1. [Documentation](/docs)\\n3. [Computer by DevRev](/docs/intro)\\n[AI use cases in DevRev](/docs/product/ai-use-cases)\\n\\nAI use cases in DevRev\\n======================\\n\\nAs an AI-native platform, Computer by DevRev leverages AI to provide value to customer support and product development staff. The following are some of the uses of AI in Computer.\\n\\n* Summary slash command: Generates summaries for internal and external discussions.\\n* Customer email",
-        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+        "id": "ART-1950_KNOWLEDGE_NODE-43",
+        "title": "Parts & trails | Computer by DevRev | DevRev",
+        "text": "part in the hierarchy.\\n* **Top customers:** Top 10 workspaces with the most number of tickets for any part in the hierarchy.\\n\\nAttributes\\n----------\\n\\nProducts have attributes that can be used to filter and group issues in various views.\\nYou can find all the stock attributes listed in [**Settings** > **Object customization** > **Product** > **Stock fields**](https://app.devrev.ai/devrev/settings/object-customization?type=product).\\nThese are the stock attributes which come with"
       }
     ]
   },
@@ -2132,54 +2132,54 @@
     "query": "enable Generative AI for Knowledge Base creation",
     "retrievals": [
       {
-        "id": "ART-13178_KNOWLEDGE_NODE-9",
-        "text": "articles, designs graphics, and generates code. It focuses on content creation based on prompts. According to [IBM research](https://www.ibm.com/think/topics/generative-ai-use-cases), 65% of enterprises now use generative AI for creation tasks like these.\\n\\nAgentic AI operates differently. It doesn\\xe2\\x80\\x99t just create \\xe2\\x80\\x93 it decides and acts. When your customer reports an issue, generative AI might draft a response to customer service inquiries, while agentic AI will investigate",
-        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+        "id": "ART-1983_KNOWLEDGE_NODE-30",
+        "title": "Questions & answers | Computer for Support Teams | DevRev",
+        "text": "creation, go to **Settings** > **Turing** > **Q&As** > **Preferences** on the top right and enable **Auto generate Q&As** and click **Save**.\\n\\n![]()\\n\\nYou need to be an admin to set preferences.\\n\\n![]()\\n\\nWhen Computer creates a new Q&A, the conversation's owner receives a notification. It's their chance to ensure accuracy before deciding whether to *Publish* them if needed or *Archive* if not.\\n\\nOnce approved and published, these Q&As enter Computer's knowledge base, ready to tackle"
       },
       {
-        "id": "ART-13178_KNOWLEDGE_NODE-12",
-        "text": "prompts | Predetermined logic paths only  \\nImplementation examples | Self-directing customer journey managers, workflow orchestrators | Marketing copy generators, design assistants | Scheduled report generators, form processors  \\nSystem connections | Operates across enterprise architecture | Generally functions as specialized tools | Isolated within specific applications  \\nStrategic advantage | Full transformation of knowledge work processes | Enhanced productivity for content creation |",
-        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+        "id": "ART-4170_KNOWLEDGE_NODE-9",
+        "title": "DevRev | Blog",
+        "text": "Baldwa](/blog/explore-article-creation-and-analytics-dashboard)[![]()\\n\\n7 min read10 step guide to preparing your knowledge base for Gen AI search\\n\\nRhea Jain](/blog/guide-to-preparing-your-knowledge-base-for-ai-search)\\n\\n[![]()](/the-essential-methodology-whitepaper)\\n\\n[Dheeraj Pandey12 min read\\n\\n### Essential Methodology\\n\\n### Whitepaper for free\\n\\n\\xe2\\x9e\\xa4 The latest thinking on AI agents and platform](/the-essential-methodology-whitepaper)\\n\\n[Download"
       },
       {
-        "id": "ART-738_KNOWLEDGE_NODE-2",
-        "text": "they have. For example, both Chat GPT 3.5 and 4.0 were trained on the publicly available internet data as of September 2021, but they lack context about the current state. AutoGPT and others will help with this giving it the ability \\xe2\\x80\\x9cfetch\\xe2\\x80\\x9d additional context it may be lacking, however\\xe2\\x80\\xa6\\n\\n\\n  That\\xe2\\x80\\x99s not the key, the key is in the data that you have that the models don\\xe2\\x80\\x99t have access to.\\n\\n\\n\\n\\nDevRev: built atop a badass knowledge",
-        "title": "DevRev | Built for AI (not by AI... yet)"
+        "id": "ART-1987_KNOWLEDGE_NODE-26",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "[articles](./articles) for more information.\\n\\nOnce you have added your knowledge base, Turing can be switched on in two modes: suggestion or auto-response. You can configure Turing in **Settings > Turing Answers** and turn on the **Turing Answers** toggle.\\n\\nSuggest-only mode\\n-----------------\\n\\nComputer only suggests an answer to the user query. A support agent can accept or make edits to the answer, then send it to the user.\\n\\nContent-powered mode\\n--------------------\\n\\nComputer"
       },
       {
-        "id": "ART-13178_KNOWLEDGE_NODE-8",
-        "text": "intelligence system can track customer responses to support solutions, identify which approaches resolve issues fastest, and refine its methods accordingly.\\n\\n## Agentic AI vs generative AI\\n\\nGenerative AI creates content while agentic AI performs actions. This fundamental difference determines how each technology delivers business value through their distinct capabilities, applications, and limitations.\\n\\nYou\\xe2\\x80\\x99ve witnessed generative AI\\xe2\\x80\\x99s creative abilities. It writes",
-        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+        "id": "ART-4177_KNOWLEDGE_NODE-3",
+        "title": "DevRev University - DevRev for Startups",
+        "text": "Checklist and avail $1000/person in credits.](https://app.devrev.ai/devrev/settings/setup/platform)\\n\\nGetting Started with DevRev\\n---------------------------\\n\\nAccess bite-sized video tutorials to kickstart your journey and make the most of DevRev\\xe2\\x80\\x99s AI-first capabilities.\\n\\n[![]()\\n\\nBuilding a Knowledge Base in DevRev\\n\\nLearn to set up Knowledge Base to empower your customers with self-service solutions](https://youtu.be/Z-M-uLS7XqI?feature=shared)[![]()\\n\\nActivating AI in"
       },
       {
-        "id": "ART-970_KNOWLEDGE_NODE-67",
-        "text": "context, yet\\xe2\\x80\\xa6\\n\\n\\n  That\\xe2\\x80\\x99s not the key, the key is in the data that you have that the models don\\xe2\\x80\\x99t have access to.\\n\\n\\nThe greater the context you can furnish through embeddings or fine-tuning, the more powerful AI becomes in your hands.\\n\\nThe Significance of Knowledge Graphs \\n\\nKnowledge graphs stand as invaluable tools that facilitate the organization and association of items based on various dimensions. Their utility extends beyond merely establishing",
-        "title": "The Story"
+        "id": "ART-1984_KNOWLEDGE_NODE-25",
+        "title": "Best practices for documentation that supports AI | Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "supports AI\\n=================================================\\n\\nComputer works best when articles and QnAs in the knowledge base adhere to certain guidelines. The old computing adage of \\xe2\\x80\\x9cgarbage in, garbage out\\xe2\\x80\\x9d applies to AI as much as to earlier technologies. Most of these guidelines are typical for professional/technical writing, especially content that has requirements for accessibility and localization.\\n\\nTo enable searching through the knowledge base, Computer"
       },
       {
-        "id": "ART-974_KNOWLEDGE_NODE-17",
-        "text": "tasks. For instance, AI-powered models can access and process vast amounts of information from the internet to answer queries, potentially rendering traditional search methods obsolete.\\n\\nFurthermore, AI\\xe2\\x80\\x99s influence extends to content creation, with AI-generated content becoming increasingly prevalent. This shift has the potential to alter the value of content, especially as AI could replace traditional search engines that index generated content. Businesses may need to adapt their",
-        "title": "Part I: Genesis"
+        "id": "ART-13178_KNOWLEDGE_NODE-9",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "articles, designs graphics, and generates code. It focuses on content creation based on prompts. According to [IBM research](https://www.ibm.com/think/topics/generative-ai-use-cases), 65% of enterprises now use generative AI for creation tasks like these.\\n\\nAgentic AI operates differently. It doesn\\xe2\\x80\\x99t just create \\xe2\\x80\\x93 it decides and acts. When your customer reports an issue, generative AI might draft a response to customer service inquiries, while agentic AI will investigate"
       },
       {
-        "id": "ART-13178_KNOWLEDGE_NODE-13",
-        "text": "Cost efficiency for repetitive activities  \\n  \\nGenerative AI excels at content-focused tasks. Agentic AI transforms process-oriented workflows.\\n\\n## What is the core framework of agentic AI?\\n\\nThe agentic AI framework consists of five interconnected components: perception, reasoning, action, learning, and collaboration. This structure enables autonomous agents to process information, make decisions, implement solutions, improve over time, and work alongside humans and other systems.\\n\\nYou",
-        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+        "id": "ART-13178_KNOWLEDGE_NODE-69",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "data.\\n\\n  * Define your agent\\xe2\\x80\\x99s specific goal and purpose.\\n  * Write clear instructions for its operation.\\n  * Connect your business knowledge and existing workflows.\\n\\nEvery team gains powerful capabilities without technical skills. It\\xe2\\x80\\x99s like having expert analysts and operators working 24/7.\\n\\nNeed to route customer requests? Create sales materials? Recommend support actions? All possible without writing a single line of code, including the generation of original"
       },
       {
-        "id": "ART-974_KNOWLEDGE_NODE-2",
-        "text": "ourselves in the genesis of the AI revolution, a technological marvel that has reshaped our world. Large language models and generative transformers have ushered in a paradigm shift in our interactions with technology and information, challenging conventional search methods and unlocking new realms of creative potential.\\n\\nEvolution\\n\\n\\n\\n\\n  \\xe2\\x80\\x9cIt is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change.\\xe2\\x80\\x9d - Charles",
-        "title": "Part I: Genesis"
+        "id": "ART-1985_KNOWLEDGE_NODE-41",
+        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev",
+        "text": "formatting bar appears above the text. This bar includes a subset of formatting options from the top pane, along with the **Ask AI** feature, which can rephrase, lengthen, shorten, or correct the text in articles.\\n\\nDevRev knowledge base articles can include a table of contents on the customer portal. Use the slash command and header options to label key topics, which form the table of contents on the customer portal.\\n\\nYou can filter articles using various criteria. Click the **+** icon to"
       },
       {
-        "id": "ART-13178_KNOWLEDGE_NODE-21",
-        "text": "**Prompt:** This defines the system\\xe2\\x80\\x99s operation blueprint, outlining specific goals and constraints. Think of it as the master plan guiding each agent. For complex systems, responsibilities are distributed across multiple AI agents to maintain simplicity and effectiveness.\\n  * **Knowledge:** This serves as the agent\\xe2\\x80\\x99s knowledge repository, storing experiences and context. Like humans rely on past experiences, LLM agents use memory to understand situations and make",
-        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+        "id": "ART-1987_KNOWLEDGE_NODE-25",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "Knowledge base, while keeping a support agent subscribed to conversations. If it cannot answer a certain query or you request it to connect to the team, it will redirect it to the default owner of the conversation.\\n\\nWhen looking for a source to inform its answer, it will prioritize the QA pairs, which are intended to serve as definitive answers to commonly repeated questions.\\n\\n![]()\\n\\nFor Computer to suggest articles, you need to add articles to your DevRev instance. Refer to"
       },
       {
-        "id": "ART-974_KNOWLEDGE_NODE-18",
-        "text": "content strategies to influence AI models and shape the information presented to users.\\n\\nLastly, AI has also impacted creativity, offering tools that change the way people envision, design, and iterate. These innovations empower individuals to create complex and detailed content independently. In fact, Midjourney was used to generate a great deal of the abstract images used throughout this book.\\n\\nWe have transitioned from a phase where AI was associated with apocalyptic scenarios to an era",
-        "title": "Part I: Genesis"
+        "id": "ART-13178_KNOWLEDGE_NODE-8",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "intelligence system can track customer responses to support solutions, identify which approaches resolve issues fastest, and refine its methods accordingly.\\n\\n## Agentic AI vs generative AI\\n\\nGenerative AI creates content while agentic AI performs actions. This fundamental difference determines how each technology delivers business value through their distinct capabilities, applications, and limitations.\\n\\nYou\\xe2\\x80\\x99ve witnessed generative AI\\xe2\\x80\\x99s creative abilities. It writes"
       }
     ]
   },
@@ -2188,54 +2188,54 @@
     "query": "Resource Center downloads tutorials API documentation",
     "retrievals": [
       {
-        "id": "ART-1353_KNOWLEDGE_NODE-2",
-        "text": "[tutorial](/api-reference/getting-started) shows you how to access the APIs.\\n\\n\\xf0\\x9f\\xa7\\xac Methods\\n---------\\n\\nSpecifications covering the supported APIs are based on OpenAPI Specification 3.0. You can download the specs to use an OpenAPI 3.0-compliant tool to perform a variety of actions, including rendering them in UI and generating SDKs. Two [versions](/about/versioning) of the DevRev API are available: [public](/public) and [beta](/beta) (early access). Use the drop-down menu in the",
-        "title": "For Developers | DevRev | Docs"
+        "id": "ART-13002_KNOWLEDGE_NODE-11",
+        "title": "Update Directory \u2014 DevRev | Docs",
+        "text": "Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner"
       },
       {
-        "id": "ART-3892_KNOWLEDGE_NODE-4",
-        "text": "* [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  *",
-        "title": "API Changelog \u2014 DevRev | Docs"
+        "id": "ART-1487_KNOWLEDGE_NODE-6",
+        "title": "Install DevRev CLI \u2014 DevRev | Docs",
+        "text": "AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup"
       },
       {
-        "id": "ART-3194_KNOWLEDGE_NODE-6",
-        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
-        "title": "API Changelog \u2014 DevRev | Docs"
+        "id": "ART-4066_KNOWLEDGE_NODE-13",
+        "title": "Get Article \u2014 DevRev | Docs",
+        "text": "Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner"
       },
       {
-        "id": "ART-3193_KNOWLEDGE_NODE-6",
-        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
-        "title": "API Changes \u2014 DevRev | Docs"
+        "id": "ART-1375_KNOWLEDGE_NODE-7",
+        "title": "List Artifacts \u2014 DevRev | Docs",
+        "text": "AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup"
       },
       {
-        "id": "ART-1366_KNOWLEDGE_NODE-3",
-        "text": "covering the supported APIs are based on OpenAPI Specification 3.0. You can download the specs to use an OpenAPI 3.0-compliant tool to perform a variety of actions, including rendering them in UI and generating SDKs. Two [versions](/public/about/versioning) of the DevRev API are available: [public](/public) and [beta](/beta) (early access). Use the drop-down menu in the upper-left corner of this site to switch between versions.\\n\\nTo take action based on events from the DevRev platform,",
-        "title": "For Developers \u2014 DevRev | Docs"
+        "id": "ART-12996_KNOWLEDGE_NODE-4",
+        "title": "Count Directories \u2014 DevRev | Docs",
+        "text": "AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup"
       },
       {
-        "id": "ART-1175_KNOWLEDGE_NODE-0",
-        "text": "b'Getting started | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\nOn this page\\n\\n* [Prerequisites](/api-reference/getting-started#prerequisites)\\n* [Send your first API request](/api-reference/getting-started#send-your-first-api-request)\\n* [Making a GET request](/api-reference/getting-started#making-a-get-request)\\n* [Next steps](/api-reference/getting-started#next-steps)\\n\\n[API Reference](/api-reference/getting-started)\\n\\nGetting",
-        "title": "Getting started | DevRev | Docs"
+        "id": "ART-13003_KNOWLEDGE_NODE-10",
+        "title": "Get Directory (POST) \u2014 DevRev | Docs",
+        "text": "Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner"
       },
       {
-        "id": "ART-4229_KNOWLEDGE_NODE-4",
-        "text": "[Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  *",
-        "title": "API Changelog \u2014 DevRev | Docs"
+        "id": "ART-1367_KNOWLEDGE_NODE-5",
+        "title": "Pagination \u2014 DevRev | Docs",
+        "text": "[Workflow Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  *"
       },
       {
-        "id": "ART-1980_KNOWLEDGE_NODE-29",
-        "text": "by customers through the Plug widget and customer portal.\\n\\nIn the Plug widget, articles are available in two places: the search bar and the Help section.\\n\\n**Search bar**\\n\\n![]()\\n\\n**Help section**\\n\\n![]()\\n\\nUsers can also view articles grouped into collections by visiting your help center hosted on your website. The visibility of collections and articles depends on the **Visible to** settings configured.\\n\\n[### Articles](/docs/product/articles)[###",
-        "title": "Knowledge Base | Computer for Support Teams | DevRev"
+        "id": "ART-1442_KNOWLEDGE_NODE-20",
+        "title": "Get Work \u2014 DevRev | Docs",
+        "text": "[Analytics](https://devrev.ai/analytics)\\n  * [Workflow Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of"
       },
       {
-        "id": "ART-3194_KNOWLEDGE_NODE-10",
-        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
-        "title": "API Changelog \u2014 DevRev | Docs"
+        "id": "ART-1480_KNOWLEDGE_NODE-6",
+        "title": "Commands \u2014 DevRev | Docs",
+        "text": "[Analytics](https://devrev.ai/analytics)\\n  * [Workflow Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of"
       },
       {
-        "id": "ART-4980_KNOWLEDGE_NODE-7",
-        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
-        "title": "API Changelog \u2014 DevRev | Docs"
+        "id": "ART-1370_KNOWLEDGE_NODE-7",
+        "title": "List Artifacts (POST) \u2014 DevRev | Docs",
+        "text": "Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner"
       }
     ]
   },
@@ -2244,54 +2244,54 @@
     "query": "automations to fill repeated fields",
     "retrievals": [
       {
-        "id": "ART-2016_KNOWLEDGE_NODE-9",
-        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete",
-        "title": "StageFlow automator | Automate | Snap-ins | DevRev"
+        "id": "ART-2874_KNOWLEDGE_NODE-10",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -"
       },
       {
-        "id": "ART-2858_KNOWLEDGE_NODE-9",
-        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete",
-        "title": "Custom field migration | Automate | Snap-ins | DevRev"
+        "id": "ART-2874_KNOWLEDGE_NODE-9",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete"
       },
       {
-        "id": "ART-2016_KNOWLEDGE_NODE-15",
-        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n",
-        "title": "StageFlow automator | Automate | Snap-ins | DevRev"
+        "id": "ART-2858_KNOWLEDGE_NODE-10",
+        "title": "Custom field migration | Automate | Snap-ins | DevRev",
+        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -"
       },
       {
-        "id": "ART-2016_KNOWLEDGE_NODE-10",
-        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -",
-        "title": "StageFlow automator | Automate | Snap-ins | DevRev"
+        "id": "ART-2858_KNOWLEDGE_NODE-9",
+        "title": "Custom field migration | Automate | Snap-ins | DevRev",
+        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete"
       },
       {
-        "id": "ART-2006_KNOWLEDGE_NODE-10",
-        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -",
-        "title": "Automatic customer reply | Automate | Snap-ins | DevRev"
+        "id": "ART-4022_KNOWLEDGE_NODE-9",
+        "title": "CSV work item uploader | Automate | Snap-ins | DevRev",
+        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete"
       },
       {
-        "id": "ART-2006_KNOWLEDGE_NODE-15",
-        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n",
-        "title": "Automatic customer reply | Automate | Snap-ins | DevRev"
+        "id": "ART-2010_KNOWLEDGE_NODE-9",
+        "title": "Bulk work item uploader | Automate | Snap-ins | DevRev",
+        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete"
       },
       {
-        "id": "ART-2858_KNOWLEDGE_NODE-10",
-        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -",
-        "title": "Custom field migration | Automate | Snap-ins | DevRev"
+        "id": "ART-16355_KNOWLEDGE_NODE-9",
+        "title": "CSV commands uploader | Automate | Snap-ins | DevRev",
+        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete"
       },
       {
-        "id": "ART-2010_KNOWLEDGE_NODE-9",
-        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete",
-        "title": "Bulk work item uploader | Automate | Snap-ins | DevRev"
+        "id": "ART-15689_KNOWLEDGE_NODE-9",
+        "title": "CSV comments uploader | Automate | Snap-ins | DevRev",
+        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete"
       },
       {
-        "id": "ART-2003_KNOWLEDGE_NODE-24",
-        "text": "deduplication](/docs/automations/account-deduplication)[### Airtable](/docs/automations/airtable)[### Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)[### Automatic customer reply](/docs/automations/auto-reply)[### Auto parts to conversation](/docs/automations/auto-parts)[### Automated part update](/docs/automations/automated-part-update)[### Automate opportunities](/docs/automations/opportunity)[### Bulk delete data](/docs/automations/bulk-delete)[### Bulk work item",
-        "title": "Automate | Snap-ins | DevRev"
+        "id": "ART-1964_KNOWLEDGE_NODE-9",
+        "title": "Templates | Computer by DevRev | DevRev",
+        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete"
       },
       {
-        "id": "ART-2007_KNOWLEDGE_NODE-15",
-        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n",
-        "title": "Automate opportunities | Automate | Snap-ins | DevRev"
+        "id": "ART-3235_KNOWLEDGE_NODE-9",
+        "title": "Reported by enricher | Automate | Snap-ins | DevRev",
+        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete"
       }
     ]
   },
@@ -2300,54 +2300,54 @@
     "query": "action to reopen ticket in workflow",
     "retrievals": [
       {
-        "id": "ART-1961_KNOWLEDGE_NODE-37",
-        "text": "\\n{{Ticket\\xc2\\xa0Created\\xc2\\xa0>\\xc2\\xa0Output\\xc2\\xa0>\\xc2\\xa0Reported\\xc2\\xa0By\\xc2\\xa0>\\xc2\\xa0Rev\\xc2\\xa0Org\\xc2\\xa0>\\xc2\\xa0Display\\xc2\\xa0Name}}.\\xe2\\x80\\x9d\\n\\n\\n\\nDelay\\n\\n\\n\\nDuration: 2 minutes\\n\\n\\n\\nIf-else\\n\\n\\n\\nAttribute:\\xc2\\xa0Ticket\\xc2\\xa0Created/Output\\xc2\\xa0>\\xc2\\xa0Applies\\xc2\\xa0to\\xc2\\xa0part\\xc2\\xa0>\\xc2\\xa0Display\\xc2\\xa0ID  \\nOperator: Equals  \\nOperand: CAPL-18\\n\\n\\n\\nTicket  \\ncreated\\n\\n\\n\\nEnd\\n```\\n\\n[### Workflow action",
-        "title": "Workflows | Computer by DevRev | DevRev"
+        "id": "ART-2012_KNOWLEDGE_NODE-28",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev",
+        "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 the [convergence snap-in](./converge). The tickets move to the _In Progress_ state by default.\\n\\n  * If you connected your support email address with DevRev, it is recommended that you enable the **Allow automations to send email** in your"
       },
       {
-        "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 the [convergence snap-in](./converge). The tickets move to the _In Progress_ state by default.\\n\\n  * If you connected your support email address with DevRev, it is recommended that you enable the **Allow automations to send email** in your",
-        "title": "Follow-up ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-12390_KNOWLEDGE_NODE-38",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "(Optional) Opportunity subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields * stage: (Optional) New stage | Updated opportunity object |\\n| UpdateQuestionAnswer | Updates a question and answer pair. | * id: ID of the Q&A to update * question: (Optional) Updated question * answer: (Optional) Updated answer * Other Q&A properties | Updated question\\\\_answer object |\\n| UpdateTicket | Updates ticket details. | * id: ID of the ticket to update * Ticket details"
       },
       {
-        "id": "ART-1961_KNOWLEDGE_NODE-35",
-        "text": "or one from a previous node.\\n8. Click **Deploy**.\\n9. If you need to modify the workflow after is has been deployed, click **Pause**, edit the workflow, then click **Deploy** to reactivate it.\\n\\nWorkflow example: Ticket auto-response\\n--------------------------------------\\n\\n```\\nControl\\n\\n\\n\\nIf true\\n\\n\\n\\nAction\\n\\n\\n\\nAction\\n\\n\\n\\nIf false\\n\\n\\n\\nAdd comment\\n\\n\\n\\nObject:\\xc2\\xa0Ticket\\xc2\\xa0Created\\xc2\\xa0>\\xc2\\xa0Output\\xc2\\xa0>\\xc2\\xa0ID  \\nVisibility: External  \\nBody:",
-        "title": "Workflows | Computer by DevRev | DevRev"
+        "id": "ART-2009_KNOWLEDGE_NODE-28",
+        "title": "Convergence | Automate | Snap-ins | DevRev",
+        "text": "ticket's stage when linked issue is linked or unlinked.\\n* Close pending tickets if they have remained in the *Awaiting customer response* stage for longer than x days.\\n* Update ticket's stage to waiting on user when user reverts on new conversation.\\n* Update ticket's stage to *Accepted* and notify owner and customers when an enhancement in ideation stage is linked.\\n* Update a spam conversation's stage to *Suspended*.\\n* Update a spam ticket's stage to"
       },
       {
-        "id": "ART-12390_KNOWLEDGE_NODE-29",
-        "text": "Ticket | Creates a new ticket in DevRev. | * Ticket details like title, body, applies\\\\_to\\\\_part, etc. * subtype: (Optional) Ticket subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields | Created ticket object |\\n| Convert Conversation To Ticket | Converts a conversation to a ticket. | * conversation\\\\_id: ID of the conversation to convert | ticket\\\\_id: ID of the created ticket |\\n\\nObject retrieval\\n----------------\\n\\n| Operation | Description | Input",
-        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev"
+        "id": "ART-1961_KNOWLEDGE_NODE-35",
+        "title": "Workflows | Computer by DevRev | DevRev",
+        "text": "or one from a previous node.\\n8. Click **Deploy**.\\n9. If you need to modify the workflow after is has been deployed, click **Pause**, edit the workflow, then click **Deploy** to reactivate it.\\n\\nWorkflow example: Ticket auto-response\\n--------------------------------------\\n\\n```\\nControl\\n\\n\\n\\nIf true\\n\\n\\n\\nAction\\n\\n\\n\\nAction\\n\\n\\n\\nIf false\\n\\n\\n\\nAdd comment\\n\\n\\n\\nObject:\\xc2\\xa0Ticket\\xc2\\xa0Created\\xc2\\xa0>\\xc2\\xa0Output\\xc2\\xa0>\\xc2\\xa0ID  \\nVisibility: External  \\nBody:"
       },
       {
-        "id": "ART-2012_KNOWLEDGE_NODE-25",
-        "text": "following stages under the _Closed_ state: _Resolved_ , _Archived_ , _Accepted_ , _Canceled_. _Archived_ is the terminal stage. Now if a customer sends a new email or adds a new comment on the archived ticket from the customer portal, the archived ticket remains archived and a follow-up ticket is created. A message is added to the archived ticket automatically based on your configuration. The follow-up ticket will have the reference of the archived ticket in the first message so that your",
-        "title": "Follow-up ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-12390_KNOWLEDGE_NODE-39",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "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 Parameters | Output |\\n| --- | --- | --- | --- |\\n| LinkConversationWithTicket | Creates a link between a conversation and a ticket. | * source: Conversation ID * link\\\\_type: Type of link (usually \"is\\\\_related\\\\_to\") * target: Ticket ID | Empty"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-48",
-        "text": "engineer can directly close and cancel such tickets.\\n* *Accepted* (A)\\n\\n  The ticket requires a new feature development on the platform for resolution. However, there is no active work on the ticket but the feature addition required to meet the ticket will be done in the future. This stage is added to ensure that feature requests do not linger in the APA queue and to ensure that the right features are prioritized during roadmap planning.\\n* *Resolved* (R)\\n\\n  The goal target stage for",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-62",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "up ticket.\\n\\nThe below fields would be copied on the new follow up ticket from the archived/immutable ticket:\\n\\n* Part\\n* Channel\\n* Account\\n* Workspace\\n* Reported by\\n* Description\\n* Title\\n* Channel specific custom fields\\n* Subtype\\n\\nThe follow up trigger is added in the workflows and admins configure the changes required on new follow up ticket, for example, copying of any other fields.\\n\\nInternal Tickets\\n----------------\\n\\nInternal tickets allow your team to create and manage"
       },
       {
-        "id": "ART-2012_KNOWLEDGE_NODE-24",
-        "text": "customer comments on permanently closed tickets. It allows you to configure the time after which a ticket stage should be marked as closed and creates a new follow-up ticket along with all the attachments and a custom message to let the customers know that the ticket is permanently closed automatically if required.\\n\\nFor more information, refer to the [Follow-up ticket snap-in](https://marketplace.devrev.ai/followup?) on the DevRev marketplace.\\n\\nLet\\xe2\\x80\\x99s say your ticket has the",
-        "title": "Follow-up ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-12390_KNOWLEDGE_NODE-29",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "Ticket | Creates a new ticket in DevRev. | * Ticket details like title, body, applies\\\\_to\\\\_part, etc. * subtype: (Optional) Ticket subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields | Created ticket object |\\n| Convert Conversation To Ticket | Converts a conversation to a ticket. | * conversation\\\\_id: ID of the conversation to convert | ticket\\\\_id: ID of the created ticket |\\n\\nObject retrieval\\n----------------\\n\\n| Operation | Description | Input"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-41",
-        "text": "progress\\n\\n\\n\\nOpen\\n\\n\\n\\nEscalate\\n\\n\\n\\nValidate the fix\\n\\n\\n\\nAdditional detail needed\\n\\n\\n\\nCustomer responds\\n\\n\\n\\nStart\\n\\n\\n\\nFeature request accepted\\n\\n\\n\\nResolved\\n\\n\\n\\nNot valid\\n\\n\\n\\nQueued\\n\\n\\n\\nWork in progress\\n\\n\\n\\nAwaiting product assist\\n\\n\\n\\nAwaiting development\\n\\n\\n\\nAwating customer response\\n\\n\\n\\nIn development\\n\\n\\n\\nAccepted\\n\\n\\n\\nResolved\\n\\n\\n\\nCanceled\\n```\\n\\n**Open**\\n\\n* *Queued* (Q)\\n  The initial stage for all tickets. When a new ticket is created,",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-12390_KNOWLEDGE_NODE-36",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "enhancement object |\\n| UpdateIncident | Updates incident details. | * id: ID of the incident to update * Incident details to update * subtype: (Optional) Incident subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields * stage: (Optional) New stage | Updated incident object |\\n| UpdateIssue | Updates issue details. | * id: ID of the issue to update * Issue details to update * subtype: (Optional) Issue subtype * apps: (Optional) Related apps *"
       },
       {
-        "id": "ART-1961_KNOWLEDGE_NODE-31",
-        "text": "needed. For example, if the ticket is found to be spam, you can automatically add a comment to the ticket.\\n\\n**Suggest part**\\n\\nOften, your integrations create tickets or issues associated with a default part. The suggest part takes the ID of a ticket or issue and suggests a relevant part. You can use this to route your tickets or issues to the most appropriate part of the product. For example, when a ticket is created, you can find a relevant part and update the ticket with the suggested",
-        "title": "Workflows | Computer by DevRev | DevRev"
+        "id": "ART-12390_KNOWLEDGE_NODE-14",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket Immutability](/docs/automations/ticket-immutability)\\n    - [Ticket email notifier](/docs/automations/ticket-email-notifier)\\n    - [Task tracker](/docs/automations/task-tracker)\\n    - [Ticket Tagger](/docs/automations/ticket-tagger)\\n    - [Tracxn sync](/docs/automations/tracxn-sync)\\n    - [User group validator](/docs/automations/user-group-validator)\\n    - [Work duration](/docs/automations/work-duration)\\n    -"
       },
       {
-        "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 Parameters | Output |\\n| --- | --- | --- | --- |\\n| LinkConversationWithTicket | Creates a link between a conversation and a ticket. | * source: Conversation ID * link\\\\_type: Type of link (usually \"is\\\\_related\\\\_to\") * target: Ticket ID | Empty",
-        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev"
+        "id": "ART-1961_KNOWLEDGE_NODE-37",
+        "title": "Workflows | Computer by DevRev | DevRev",
+        "text": "\\n{{Ticket\\xc2\\xa0Created\\xc2\\xa0>\\xc2\\xa0Output\\xc2\\xa0>\\xc2\\xa0Reported\\xc2\\xa0By\\xc2\\xa0>\\xc2\\xa0Rev\\xc2\\xa0Org\\xc2\\xa0>\\xc2\\xa0Display\\xc2\\xa0Name}}.\\xe2\\x80\\x9d\\n\\n\\n\\nDelay\\n\\n\\n\\nDuration: 2 minutes\\n\\n\\n\\nIf-else\\n\\n\\n\\nAttribute:\\xc2\\xa0Ticket\\xc2\\xa0Created/Output\\xc2\\xa0>\\xc2\\xa0Applies\\xc2\\xa0to\\xc2\\xa0part\\xc2\\xa0>\\xc2\\xa0Display\\xc2\\xa0ID  \\nOperator: Equals  \\nOperand: CAPL-18\\n\\n\\n\\nTicket  \\ncreated\\n\\n\\n\\nEnd\\n```\\n\\n[### Workflow action"
       }
     ]
   },
@@ -2356,54 +2356,54 @@
     "query": "assign issue owner to someone else using workflow",
     "retrievals": [
       {
-        "id": "ART-1981_KNOWLEDGE_NODE-30",
-        "text": "conversation of which you are not the owner, let the owner know to respond. It's beneficial to retain the same point of contact for the duration of the conversation unless the owner refers some another user.\\n* If the conversation has a customer org that's unidentified or is new, add yourself (the customer experience engineer) as the owner of the ticket. Try to find the appropriate owner for the customer org and update the customer record accordingly.\\n* Change the stage of the conversation to",
-        "title": "Support best practices | Computer for Support Teams | DevRev"
+        "id": "ART-1976_KNOWLEDGE_NODE-25",
+        "title": "Routing | Computer for Support Teams | DevRev",
+        "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 | Update ticket |\\n|  | ID: Ticket created > Output > ID |\\n|  | Group > Output > ID |\\n|  | Owned by > Set: Pick user > Output > User |\\n\\nOrgs can set up pull-based routing by updating the group instead of the user ID in the workflow illustrated"
       },
       {
-        "id": "ART-2737_KNOWLEDGE_NODE-24",
-        "text": "issue creator](/docs/automations/smart-issue-creator)\\n\\nSmart issue creator\\n===================\\n\\nThe Smart issue creator snap-in generates an issue from a ticket when /smart\\\\_issue\\\\_create is entered in the **Discussions** section of a ticket. Additionally, it updates the target close date to match the sprint end date whenever the sprint field is updated in an issue.\\n\\n![]()\\n\\nFor more information, refer to the\\n[Smart issue creator",
-        "title": "Smart issue creator | Automate | Snap-ins | DevRev"
+        "id": "ART-1446_KNOWLEDGE_NODE-7",
+        "title": "Update Work \u2014 DevRev | Docs",
+        "text": "60|     \"body\": \"foo\",  \\n    61|     \"owned_by\": [  \\n    62|       {  \\n    63|         \"display_id\": \"foo\",  \\n    64|         \"id\": \"foo\",  \\n    65|         \"display_name\": \"foo\",  \\n    66|         \"display_picture\": {  \\n    67|           \"display_id\": \"foo\",  \\n    68|           \"id\": \"foo\",  \\n    69|           \"file\": {}  \\n    70|         },  \\n    71|         \"email\": \"foo\",  \\n    72|         \"full_name\": \"foo\",  \\n    73|         \"state\": \"active\"  \\n    74|       }  \\n    75|"
       },
       {
-        "id": "ART-1992_KNOWLEDGE_NODE-31",
-        "text": "on the top right corner of your screen.\\n3. Add a title and description for your new issue. You can also attach files related to the issue in the description.\\n4. Select which part of the company/product this issue is related to.\\n\\n   ![]()\\n5. Enter other attributes for the issue: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the issue; select the workspace that the issue pertains to.\\n6. If there are",
-        "title": "Issues | Computer for Builders | DevRev"
+        "id": "ART-2010_KNOWLEDGE_NODE-29",
+        "title": "Bulk work item uploader | Automate | Snap-ins | DevRev",
+        "text": "**Select work items\\' owners (max 1)** drop-down menu, select the work item\\'s owner name.\\n3. From the **Select a part to assign to work items** drop-down menu, select a part for the work items. If the bulk work item upload is done using a part, the part is automatically selected.\\n4. In the **Customer ID** drop-down menu, select from the available workspaces associated with this account. If the bulk ticket upload is done using an account, the relevant workspaces are shown in the **Customer"
       },
       {
-        "id": "ART-1992_KNOWLEDGE_NODE-29",
-        "text": "an issue, you can create a parent issue or a child issue. In an issue, select **Link Issues** in the **Issues** pane and select the type to add.\\n\\n![]()\\n\\n![]()\\n\\nWhile a parent issue can and usually does have multiple children, an issue can have only one parent. If you try to add a parent to an issue that already has one, it fails.\\n\\n[Tasks](./tasks) can be used to break an issue down into smaller pieces. Issues may involve a checklist of items to be handled that can be represented as",
-        "title": "Issues | Computer for Builders | DevRev"
+        "id": "ART-15376_KNOWLEDGE_NODE-2",
+        "title": "Merge Dev Users | DevRev | Docs",
+        "text": "tickets, parts\\netc. owned by the secondary Dev user will be transferred to the primary\\nDev user.\\n\\n### Headers\\n\\nAuthorizationstringRequired\\n\\nBearer authentication of the form `Bearer <token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nprimary\\\\_userstringRequired`format: \"id\"`\\n\\nThe unique ID of the primary user.\\n\\nsecondary\\\\_userstringRequired`format: \"id\"`\\n\\nThe unique ID of the secondary user.\\n\\n### Response\\n\\nResponse object for"
       },
       {
-        "id": "ART-2010_KNOWLEDGE_NODE-28",
-        "text": "user ID mentioned in a row doesn\\'t exist. Other work items aren\\'t impacted by this.\\n* The workspace ID is only used for associating tickets to the workspace and not issues.\\n* If the CSV lists multiple owners, only the first is set as the owner in the DevRev work item.\\n\\nHow to use bulk ticket uploader\\n-------------------------------\\n\\n1. In the **Discussion** tab of an account, ticket, part, or issue, enter /upload\\\\_workitems.\\n   A **Bulk Uploader Bot** form appears.\\n2. From the",
-        "title": "Bulk work item uploader | Automate | Snap-ins | DevRev"
+        "id": "ART-1560_KNOWLEDGE_NODE-503",
+        "title": "Assign (Beta) \u2014 DevRev | Docs",
+        "text": "sprint.\\n\\nissue.subtype string Optional\\n\\nFilters for issues with any of the provided subtypes.\\n\\nopportunity.account string Optional\\n\\nFilters for opportunities belonging to any of the provided accounts.\\n\\nopportunity.contacts string Optional\\n\\nFilters for opportunities with any of the provided contacts.\\n\\nopportunity.subtype string Optional\\n\\nFilters for opportunity with any of the provided subtypes.\\n\\nowned_by string Optional\\n\\nFilters for work owned by any of these"
       },
       {
-        "id": "ART-4022_KNOWLEDGE_NODE-27",
-        "text": "person who should be assigned as the owner or reporter of the work item. If the CSV lists multiple owners, only the first is set as the owner.\\n2. For Applies to Part, Stage, Account, RevOrg, Developed with Parts, and Tags columns, provide the part name, stage name, account name, workspace, part name, and tag name respectively as it appears in the UI (case-sensitive).\\n3. For Date and Timestamp related fields, provide the date and timestamp in the format YYYY/MM/DD.\\n4. The tnt\\\\_\\\\_ prefix in",
-        "title": "CSV work item uploader | Automate | Snap-ins | DevRev"
+        "id": "ART-1560_KNOWLEDGE_NODE-529",
+        "title": "Assign (Beta) \u2014 DevRev | Docs",
+        "text": "works.update\\n\\nUpdates a work item\\xe2\\x80\\x99s information.\\n\\nRequest.\\n\\nThis endpoint expects an object.\\nIssue Show 21 properties\\nOR\\nNone Show 17 properties\\nOR\\nOpportunity Show 21 properties\\nOR\\nTask Show 19 properties\\nOR\\nTicket Show 25 properties\\nResponse.\\n\\nThis endpoint returns an object.\\nwork object\\nShow 4 variants\\nBuilt with'"
       },
       {
-        "id": "ART-12394_KNOWLEDGE_NODE-13",
-        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
-        "title": "Workflow management | Workflows | Computer by DevRev | DevRev"
+        "id": "ART-1438_KNOWLEDGE_NODE-6",
+        "title": "Create Work \u2014 DevRev | Docs",
+        "text": "}  \\n    59|     ],  \\n    60|     \"body\": \"foo\",  \\n    61|     \"owned_by\": [  \\n    62|       {  \\n    63|         \"display_id\": \"foo\",  \\n    64|         \"id\": \"foo\",  \\n    65|         \"display_name\": \"foo\",  \\n    66|         \"display_picture\": {  \\n    67|           \"display_id\": \"foo\",  \\n    68|           \"id\": \"foo\",  \\n    69|           \"file\": {}  \\n    70|         },  \\n    71|         \"email\": \"foo\",  \\n    72|         \"full_name\": \"foo\",  \\n    73|         \"state\": \"active\"  \\n"
       },
       {
-        "id": "ART-2737_KNOWLEDGE_NODE-25",
-        "text": "snap-in](https://marketplace.devrev.ai/smart-issue-creator) on the DevRev marketplace.\\n\\nInstallation\\n------------\\n\\n1. In DevRev, go to **Settings** > **Snap-ins** and click **Explore Marketplace** in the top-right corner.\\n2. In the DevRev marketplace, find **Smart issue creator** and click **Install**.\\n3. In DevRev, **Snap-ins** > **Smart issue creator** > **Configure**.\\n4. Select the default owner, part, and tags. The default owner is assigned if no owner is selected from the snapkit.",
-        "title": "Smart issue creator | Automate | Snap-ins | DevRev"
+        "id": "ART-1560_KNOWLEDGE_NODE-248",
+        "title": "Assign (Beta) \u2014 DevRev | Docs",
+        "text": "created. Only sys users and service accounts are supposed to set this field.\\n\\nstage object Optional\\n\\nCreate object for stage.\\n\\nShow 2 properties\\nstakeholders list of strings Optional\\n\\nUsers, along with the incident commander, involved in resolving incidents and handling communication.\\n\\ntags list of objects Optional\\n\\nTags associated with the object.\\n\\nShow 2 properties\\ntarget_close_date datetime Optional\\n\\nTimestamp when the incident is expected to be"
       },
       {
-        "id": "ART-1645_KNOWLEDGE_NODE-13",
-        "text": ">|         },  \\n    >|     ]  \\n    >| }\\'\\n[/code]  \\n  \\n#####\\n\\nA bug has been identified in the production environment. The reporter creates a _bug_ -flavored _issue_ object to track it and assigns a relevant owner.\\n\\n[code]\\n\\n    $| curl --location \\'https://api.devrev.ai/works.create\\' \\\\  \\n    ---|---  \\n    >| --header \\'Content-Type: application/json\\' \\\\  \\n    >| --header \\'Authorization: Bearer <TOKEN>\\' \\\\  \\n    >| --data \\'{  \\n    >|     \"type\": \"issue\",  \\n    >|",
-        "title": "Object customization (Beta) \u2014 DevRev | Docs"
+        "id": "ART-1560_KNOWLEDGE_NODE-275",
+        "title": "Assign (Beta) \u2014 DevRev | Docs",
+        "text": "Optional\\n\\nTimestamp when the incident was mitigated.\\n\\nowned_by object Optional\\nShow property\\npia object Optional\\nShow property\\nplaybooks object Optional\\nShow property\\nrelated_docs object Optional\\nShow property\\nreported_by long Optional\\n\\nThe entity that first reported the incident.\\n\\nseverity long Optional\\n\\nSeverity of the incident.\\n\\nsource long Optional\\n\\nSource of where the incident was created. Only sys users and service accounts are supposed to set this field.\\n\\nstage"
       },
       {
-        "id": "ART-1951_KNOWLEDGE_NODE-27",
-        "text": "work record can be assigned to others.\\n\\n![]()\\n\\nUse child issues and dependency issues for more heavy work assignments to others that are related to your work. Use tasks only for lightweight things like reviewing your work.\\n\\nYou cannot see the linked work item (issue, ticket, or opportunity) for a task and can navigate to it directly from there.\\n\\n[PreviousBoard view](/docs/product/board-view)[NextUpdates](/docs/product/updates)\\n\\n[Enterprise grade security to protect customer",
-        "title": "Tasks | Computer by DevRev | DevRev"
+        "id": "ART-1655_KNOWLEDGE_NODE-467",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "capability \" , 8 \" name \" : \" string \" , 9 \" owned_by \" : [ 10 { 11 \" type \" : \" dev_user \" , 12 \" display_name \" : \" string \" , 13 \" display_picture \" : { 14 \" display_id \" : \" string \" , 15 \" id \" : \" string \" 16 } , 17 \" email \" : \" string \" , 18 \" full_name \" : \" string \" , 19 \" state \" : \" active \" , 20 \" display_id \" : \" string \" , 21 \" id \" : \" string \" 22 } 23 ] , 24 \" display_id \" : \" string \" , 25 \" id \" : \" string \" 26 } 27 ] , 28 \" priority \" : \" p0 \" , 29 \" sla_tracker \" : { 30 \""
       }
     ]
   },
@@ -2412,54 +2412,54 @@
     "query": "add multiple email addresses to one contact through Grow interface",
     "retrievals": [
       {
-        "id": "ART-2032_KNOWLEDGE_NODE-31",
-        "text": "creators. Enter multiple emails separated by commas.\\n   * **Add non-existing customers**: Enable this to allow people in meetings who are not already customers to be added as customers.\\n\\nIf a meeting is scheduled with people who are neither part of the company nor existing customers, this option allows them to be added as customers.\\n\\n* **Track meetings from free email domains**: Enable this feature to capture meetings scheduled using non-work email addresses, such as gmail.com or",
-        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+        "id": "ART-1290_KNOWLEDGE_NODE-89",
+        "title": "Snapkit | DevRev | Docs",
+        "text": "ISO 8601 format>\", |\\n| 6 | \"value\": [\"<an array of emails as strings as inputted by the user>\"] |\\n| 7 | } |\\n```\\n\\nExample payload\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"type\": \"email_list\", |\\n| 3 | \"action_id\": \"emails\", |\\n| 4 | \"action_type\": \"remote\", |\\n| 5 | \"timestamp\": \"2023-07-21T05:33:52.182Z\", |\\n| 6 | \"value\": [\"hello@hello.com\", \"example@example.com\", \"bonjour@hello.com\"] |\\n| 7 | } |\\n```\\n\\n###### Static select\\n\\nA select menu that allows a user to choose one item"
       },
       {
-        "id": "ART-2002_KNOWLEDGE_NODE-27",
-        "text": "Plug, email, and WhatsApp) can be matched to the right customer record.\\n\\n![]()\\n\\nYou can create a contact using DevRev's rev-users.create API. Follow the [Create accounts and contacts in DevRev](https://developer.devrev.ai/beta/guides/create-accounts-and-contacts-in-dev-rev) tutorial.\\n\\n### Bulk import customer records\\n\\nTo bulk import customer records, see [Account and contact import](/docs/product/account-contact-import).\\n\\nYou can also use [AirSync](https://docs.devrev.ai/import) to",
-        "title": "Contacts | Computer for Growth Teams | DevRev"
+        "id": "ART-1484_KNOWLEDGE_NODE-100",
+        "title": "Snapkit \u2014 DevRev | Docs",
+        "text": "defined in the Snap>\",  \\n    5|   \"timestamp\": \"<timestamp as a string in ISO 8601 format>\",  \\n    6|   \"value\": [\"<an array of emails as strings as inputted by the user>\"]  \\n    7| }\\n[/code]  \\n  \\nExample payload\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"type\": \"email_list\",  \\n    3|   \"action_id\": \"emails\",  \\n    4|   \"action_type\": \"remote\",  \\n    5|   \"timestamp\": \"2023-07-21T05:33:52.182Z\",  \\n    6|   \"value\": [\"hello@hello.com\", \"example@example.com\", \"bonjour@hello.com\"]"
       },
       {
-        "id": "ART-2002_KNOWLEDGE_NODE-28",
-        "text": "migrate your customer contacts from various platforms such as Hubspot, Salesforce, Zendesk, Jira, Linear, ServiceNow and more.\\n\\nCustomer records offer a place to do the following:\\n\\n* Find all conversations and tickets linked to a customer in one view.\\n* Have internal discussions related to a customer.\\n* Add description or notes about a customer.\\n* Assign an owner or tags to the customer.\\n\\n![]()\\n\\nApart from customer records that get automatically created from your [Plug",
-        "title": "Contacts | Computer for Growth Teams | DevRev"
+        "id": "ART-2575_KNOWLEDGE_NODE-28",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "a database identifier or an email address.)\\n* account\\\\_external\\\\_reference (the external reference of the contact\\'s parent account)\\n\\n### Array fields\\n\\nFor fields that accept multiple values, such as **owners** and **industry**, values should be separated by commas (,). For example, Agriculture and Forestry should be written as Agriculture,Forestry.\\n\\n![]()\\n\\nIf a value contains a comma, enclose it in backticks. For example, enter \"Rail, Bus & Taxi\" as `Rail, Bus & Taxi`.\\n\\n###"
       },
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-32",
-        "text": "required headers | Include headers for the required fields in the CSV. |\\n\\n[PreviousContacts](/docs/product/customers)[NextGrow snap-ins](/docs/product/snapins-grow)\\n\\n#### On this page\\n\\n* [Import data](#import-data)\\n* [CSV file requirements](#csv-file-requirements)\\n* [Mandatory fields](#mandatory-fields)\\n* [Array fields](#array-fields)\\n* [Tags](#tags)\\n* [Owner fields](#owner-fields)\\n* [Limitations](#limitations)\\n* [Troubleshooting](#troubleshooting)\\n\\n[Enterprise grade security to",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-1290_KNOWLEDGE_NODE-86",
+        "title": "Snapkit | DevRev | Docs",
+        "text": "input component, should be set to `\"email_list\"`.\\n\\n*Additional properties*\\n\\n* `min_items` (optional): The minimum number of items that can be added.\\n* `max_items` (optional): The maximum number of items that can be added.\\n* `initial_values` (optional): The initial values in the inputs when they are loaded. This is an array of strings. If `min_items` or `max_items` are set, the length of the array should be within the range.\\n\\n*Example*\\n\\n![]()\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | {"
       },
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-8",
-        "text": "options](/docs/plug/session-recording)\\n    - [Cross-domain session tracking](/docs/plug/cross-domain-session)\\n  + [Nudges](/docs/plug/nudges)\\n* [Computer for Growth Teams](/docs/product/grow)\\n\\n  + [Accounts](/docs/product/account)\\n  + [Opportunities](/docs/product/opportunity)\\n  + [Contacts](/docs/product/customers)\\n  + [Account and contact import](/docs/product/account-contact-import)\\n  + [Grow snap-ins](/docs/product/snapins-grow)\\n* [Snap-ins](/docs/snapins)\\n\\n  +",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-2045_KNOWLEDGE_NODE-51",
+        "title": "AirSync | Snap-ins | DevRev",
+        "text": "email: [a@example.com](mailto:a@example.com)   account: **None** | email: [a@example.com](mailto:a@example.com)   account: **None** | Existing contact used |\\n| email: [a@example.com](mailto:a@example.com)   account: \"Example\" | email: [a@example.com](mailto:a@example.com)   account: \"Example\" | Existing contact used |\\n| email: [a@example.com](mailto:a@example.com)   account: \"Example\" | email: [a@example.com](mailto:a@example.com)   account: **None** | New contact created |\\n| email:"
       },
       {
-        "id": "ART-2002_KNOWLEDGE_NODE-8",
-        "text": "tracking](/docs/plug/cross-domain-session)\\n  + [Nudges](/docs/plug/nudges)\\n* [Computer for Growth Teams](/docs/product/grow)\\n\\n  + [Accounts](/docs/product/account)\\n  + [Opportunities](/docs/product/opportunity)\\n  + [Contacts](/docs/product/customers)\\n  + [Account and contact import](/docs/product/account-contact-import)\\n  + [Grow snap-ins](/docs/product/snapins-grow)\\n* [Snap-ins](/docs/snapins)\\n\\n  + [Automate](/docs/automate)\\n\\n    - [Account",
-        "title": "Contacts | Computer for Growth Teams | DevRev"
+        "id": "ART-1290_KNOWLEDGE_NODE-87",
+        "title": "Snapkit | DevRev | Docs",
+        "text": "|\\n| 2 | \"element\": { |\\n| 3 | \"action_id\": \"emails\", |\\n| 4 | \"placeholder\": { |\\n| 5 | \"text\": \"Enter email here\", |\\n| 6 | \"type\": \"plain_text\" |\\n| 7 | }, |\\n| 8 | \"type\": \"email_list\" |\\n| 9 | }, |\\n| 10 | \"hint\": { |\\n| 11 | \"text\": \"When these emails are included in a Slack message, they automatically receive an email notification.\", |\\n| 12 | \"type\": \"plain_text\" |\\n| 13 | }, |\\n| 14 | \"label\": { |\\n| 15 | \"text\": \"List of emails\", |\\n| 16 | \"type\": \"plain_text\" |\\n| 17 | }, |\\n| 18 |"
       },
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-17",
-        "text": "* [Email snap-in configuration](/docs/integrations/email-config)\\n    - [Exotel](/docs/integrations/exotel)\\n    - [Slack](/docs/integrations/slack)\\n    - [WhatsApp](/docs/integrations/whatsapp)\\n    - [GitHub](/docs/integrations/github)\\n    - [GitLab](/docs/integrations/gitlab)\\n    - [Harness](/docs/integrations/harness)\\n    - [Marker.io](/docs/integrations/marker-io)\\n    - [Instabug](/docs/integrations/instabug)\\n    - [Qase](/docs/integrations/qase)\\n    - [Tracxn",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-1484_KNOWLEDGE_NODE-98",
+        "title": "Snapkit \u2014 DevRev | Docs",
+        "text": "\\n    3|     \"action_id\": \"emails\",  \\n    4|     \"placeholder\": {  \\n    5|       \"text\": \"Enter email here\",  \\n    6|       \"type\": \"plain_text\"  \\n    7|     },  \\n    8|     \"type\": \"email_list\"  \\n    9|   },  \\n    10|   \"hint\": {  \\n    11|     \"text\": \"When these emails are included in a Slack message, they automatically receive an email notification.\",  \\n    12|     \"type\": \"plain_text\"  \\n    13|   },  \\n    14|   \"label\": {  \\n    15|     \"text\": \"List of emails\",  \\n    16|"
       },
       {
-        "id": "ART-2032_KNOWLEDGE_NODE-28",
-        "text": "Emails**: Events containing any of these email addresses are completely excluded from sync. No meetings are created in DevRev for events where these emails appear as attendees, organizers, or creators. Enter multiple emails separated by commas.\\n   * **Add non-existing customers**: Enable this to allow people in meeting that are not customer to be added as a customer.\\n\\nIf a meeting is scheduled with people who are neither part of the company nor customers, this option allows them to be added",
-        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+        "id": "ART-2002_KNOWLEDGE_NODE-27",
+        "title": "Contacts | Computer for Growth Teams | DevRev",
+        "text": "Plug, email, and WhatsApp) can be matched to the right customer record.\\n\\n![]()\\n\\nYou can create a contact using DevRev's rev-users.create API. Follow the [Create accounts and contacts in DevRev](https://developer.devrev.ai/beta/guides/create-accounts-and-contacts-in-dev-rev) tutorial.\\n\\n### Bulk import customer records\\n\\nTo bulk import customer records, see [Account and contact import](/docs/product/account-contact-import).\\n\\nYou can also use [AirSync](https://docs.devrev.ai/import) to"
       },
       {
-        "id": "ART-2002_KNOWLEDGE_NODE-26",
-        "text": "(for example Stripe as a customer of Slack) or a workspace in your software product (such as a Slack workspace).\\n\\nCreate a new customer contact\\n-----------------------------\\n\\n1. Go to **Contacts** > **+ Contact**.\\n2. Fill in the following fields as **Add Display Name, Description, Domains, Tags, Tiers**.\\n3. Click **Create**.\\n\\nWhile creating new customer records, be sure to specify the [**External Reference**](#external-reference) so customer information coming from other channels (like",
-        "title": "Contacts | Computer for Growth Teams | DevRev"
+        "id": "ART-2002_KNOWLEDGE_NODE-23",
+        "title": "Contacts | Computer for Growth Teams | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Concepts](#concepts)\\n* [Create a new customer contact](#create-a-new-customer-contact)\\n* [Bulk import customer"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-8",
-        "text": "tracking](/docs/plug/cross-domain-session)\\n  + [Nudges](/docs/plug/nudges)\\n* [Computer for Growth Teams](/docs/product/grow)\\n\\n  + [Accounts](/docs/product/account)\\n  + [Opportunities](/docs/product/opportunity)\\n  + [Contacts](/docs/product/customers)\\n  + [Account and contact import](/docs/product/account-contact-import)\\n  + [Grow snap-ins](/docs/product/snapins-grow)\\n* [Snap-ins](/docs/snapins)\\n\\n  + [Automate](/docs/automate)\\n\\n    - [Account",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-2575_KNOWLEDGE_NODE-32",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "required headers | Include headers for the required fields in the CSV. |\\n\\n[PreviousContacts](/docs/product/customers)[NextGrow snap-ins](/docs/product/snapins-grow)\\n\\n#### On this page\\n\\n* [Import data](#import-data)\\n* [CSV file requirements](#csv-file-requirements)\\n* [Mandatory fields](#mandatory-fields)\\n* [Array fields](#array-fields)\\n* [Tags](#tags)\\n* [Owner fields](#owner-fields)\\n* [Limitations](#limitations)\\n* [Troubleshooting](#troubleshooting)\\n\\n[Enterprise grade security to"
       }
     ]
   },
@@ -2468,54 +2468,54 @@
     "query": "list agents API for account",
     "retrievals": [
       {
-        "id": "ART-1465_KNOWLEDGE_NODE-17",
-        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'",
-        "title": "List Accounts (POST) \u2014 DevRev | Docs"
+        "id": "ART-1560_KNOWLEDGE_NODE-14",
+        "title": "Assign (Beta) \u2014 DevRev | Docs",
+        "text": "of objects\\n\\nList containing all the accounts\\n\\nShow 18 properties\\nnext_cursor string Optional\\n\\nThe cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist.\\n\\nprev_cursor string Optional\\n\\nThe cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist.\\n\\nAPI Reference accounts List Post.\\n\\nPOST https://api.devrev.ai / accounts.list\\n\\nGets a list of"
       },
       {
-        "id": "ART-1464_KNOWLEDGE_NODE-13",
-        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'",
-        "title": "Get Account (POST) \u2014 DevRev | Docs"
+        "id": "ART-1453_KNOWLEDGE_NODE-6",
+        "title": "List Accounts \u2014 DevRev | Docs",
+        "text": "exist.\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nGET\\n\\n/accounts.list\\n\\n[code]\\n\\n    $| curl https://api.devrev.ai/accounts.list \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\"\\n[/code]  \\n  \\nTry it\\n\\n200listExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"accounts\": [  \\n    3|"
       },
       {
-        "id": "ART-1465_KNOWLEDGE_NODE-1",
-        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[API Reference](/public/api-reference/getting-started)[Accounts](/public/api-reference/accounts/accounts)\\n\\n# List Accounts (POST)\\n\\nPOST\\n\\nhttps://api.devrev.ai/accounts.list\\n\\nTry it\\n\\nGets a list of accounts.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\ncreated_bylist of stringsOptional\\n\\nFilters for accounts created by the specified",
-        "title": "List Accounts (POST) \u2014 DevRev | Docs"
+        "id": "ART-1465_KNOWLEDGE_NODE-17",
+        "title": "List Accounts (POST) \u2014 DevRev | Docs",
+        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'"
       },
       {
-        "id": "ART-1257_KNOWLEDGE_NODE-6",
-        "text": "Response\\n\\nThe returned account.\\n\\naccountobject\\n\\nShow 14 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/accounts/get)[#### List Accounts\\n\\nNext](/api-reference/accounts/list)[Built",
-        "title": "Get Account (POST) | DevRev | Docs"
+        "id": "ART-1453_KNOWLEDGE_NODE-17",
+        "title": "List Accounts \u2014 DevRev | Docs",
+        "text": "Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System"
       },
       {
-        "id": "ART-1453_KNOWLEDGE_NODE-1",
-        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[API Reference](/public/api-reference/getting-started)[Accounts](/public/api-reference/accounts/accounts)\\n\\n# List Accounts\\n\\nGET\\n\\nhttps://api.devrev.ai/accounts.list\\n\\nTry it\\n\\nGets a list of accounts.\\n\\n### Query parameters\\n\\ncreated_bylist of stringsOptional\\n\\nFilters for accounts created by the specified",
-        "title": "List Accounts \u2014 DevRev | Docs"
+        "id": "ART-1464_KNOWLEDGE_NODE-13",
+        "title": "Get Account (POST) \u2014 DevRev | Docs",
+        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'"
       },
       {
-        "id": "ART-1564_KNOWLEDGE_NODE-9",
-        "text": "objects\\n\\nThe exported accounts.\\n\\nShow 18 properties\\nAPI Reference accounts Get.\\n\\nGET https://api.devrev.ai / accounts.get\\n\\nRetrieves an account\\xe2\\x80\\x99s information.\\n\\nQuery parameters.\\n\\nid string Required\\n\\nThe ID of the account to be retrieved.\\n\\nResponse.\\n\\nThis endpoint returns an object.\\naccount object\\nShow 18 properties\\nAPI Reference accounts Get Post.\\n\\nPOST https://api.devrev.ai / accounts.get\\n\\nRetrieves an account\\xe2\\x80\\x99s information.\\n\\nRequest.\\n\\nThis",
-        "title": "List (Beta) \u2014 DevRev | Docs"
+        "id": "ART-4106_KNOWLEDGE_NODE-15",
+        "title": "List Sys Users (POST) \u2014 DevRev | Docs",
+        "text": "[SLA](https://devrev.ai/legal/sla)\\n  * [DPA](https://devrev.ai/legal/dpa)\\n  * [Subprocessors](https://devrev.ai/security/sub-processors)\\n  * [Cookie Policy](https://devrev.ai/legal/cookie-policy)\\n  * [Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise"
       },
       {
-        "id": "ART-1259_KNOWLEDGE_NODE-0",
-        "text": "b'List Accounts (POST) | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nList Accounts (POST)\\n====================\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/accounts.list\\n\\nPOST\\n\\n/accounts.list\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/accounts.list \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\ |\\n| > | -H",
-        "title": "List Accounts (POST) | DevRev | Docs"
+        "id": "ART-1420_KNOWLEDGE_NODE-14",
+        "title": "List Rev Orgs (POST) \u2014 DevRev | Docs",
+        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev"
       },
       {
-        "id": "ART-1259_KNOWLEDGE_NODE-9",
-        "text": "criteria.\\n\\naccountslist of objects\\n\\nList containing all the accounts\\n\\nShow 14 properties\\n\\nnext\\\\_cursorstring or null`format: \"text\"`\\n\\nThe cursor used to iterate subsequent results in accordance to the\\nsort order. If not set, then no later elements exist.\\n\\nprev\\\\_cursorstring or null`format: \"text\"`\\n\\nThe cursor used to iterate preceding results in accordance to the\\nsort order. If not set, then no prior elements exist.\\n\\n### Errors\\n\\n400\\n\\nBad Request",
-        "title": "List Accounts (POST) | DevRev | Docs"
+        "id": "ART-1395_KNOWLEDGE_NODE-18",
+        "title": "List Dev Users (POST) \u2014 DevRev | Docs",
+        "text": "[SLA](https://devrev.ai/legal/sla)\\n  * [DPA](https://devrev.ai/legal/dpa)\\n  * [Subprocessors](https://devrev.ai/security/sub-processors)\\n  * [Cookie Policy](https://devrev.ai/legal/cookie-policy)\\n  * [Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise"
       },
       {
-        "id": "ART-1590_KNOWLEDGE_NODE-9",
-        "text": "object.\\naccount object\\nShow 18 properties\\nAPI Reference accounts Get Post.\\n\\nPOST https:// api.devrev.ai / accounts.get\\nRetrieves an account\\'s information.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nThe ID of the account to be retrieved.\\nResponse.\\n\\nThis endpoint returns an object.\\naccount object\\nShow 18 properties\\nAPI Reference accounts List.\\n\\nGET https:// api.devrev.ai / accounts.list\\nGets a list of accounts.\\nQuery parameters.\\n\\ncreated_by string",
-        "title": "List \u2014 DevRev | Docs"
+        "id": "ART-4085_KNOWLEDGE_NODE-12",
+        "title": "List Groups Members (POST) \u2014 DevRev | Docs",
+        "text": "Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational"
       },
       {
-        "id": "ART-1595_KNOWLEDGE_NODE-9",
-        "text": "object.\\naccount object\\nShow 18 properties\\nAPI Reference accounts Get Post.\\n\\nPOST https:// api.devrev.ai / accounts.get\\nRetrieves an account\\'s information.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nThe ID of the account to be retrieved.\\nResponse.\\n\\nThis endpoint returns an object.\\naccount object\\nShow 18 properties\\nAPI Reference accounts List.\\n\\nGET https:// api.devrev.ai / accounts.list\\nGets a list of accounts.\\nQuery parameters.\\n\\ncreated_by string",
-        "title": "List \u2014 DevRev | Docs"
+        "id": "ART-12986_KNOWLEDGE_NODE-16",
+        "title": "List Commands (POST) \u2014 DevRev | Docs",
+        "text": "[Subprocessors](https://devrev.ai/security/sub-processors)\\n  * [Cookie Policy](https://devrev.ai/legal/cookie-policy)\\n  * [Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational"
       }
     ]
   },
@@ -2523,55 +2523,55 @@
     "query_id": "f70a832e-15aa-4d51-bd81-81f1d51a3990",
     "query": "SLA timer not running for newly created tickets with L1 SLA tag and Test SLA Pilot",
     "retrievals": [
-      {
-        "id": "ART-1986_KNOWLEDGE_NODE-45",
-        "text": "selected on the ticket is not assigned any SLA.\\n\\n\\xc2\\xa0\\xc2\\xa0 \\xc2\\xa0 - Action: Check your SLA assignment rules or add the customer as an exception to any of your SLAs.\\n\\n![]()\\n\\nThe **SLA Name** is never empty if your organization has a default SLA.\\n\\n1. Verify policy conditions:\\n\\n\\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is populated but you still see no SLA metrics running on the ticket, the ticket does not satisfy the conditions of any policy within the SLA.\\n\\n\\xc2\\xa0\\xc2\\xa0",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
-      },
       {
         "id": "ART-1986_KNOWLEDGE_NODE-44",
-        "text": "**Custom**: Filters all tickets that will breach by the selected date.\\n\\n![]()\\n\\nTroubleshooting: No SLA running on the ticket\\n---------------------------------------------\\n\\n### Issue\\n\\nYou have created and published an SLA, but no SLA is running on the ticket.\\n\\n### Solution\\n\\n1. Check the **SLA Name** attribute:\\n\\n\\xc2\\xa0\\xc2\\xa0 - Verify that the **SLA Name** attribute on the ticket is not empty.\\n\\n\\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is empty, it means the customer account",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "**Custom**: Filters all tickets that will breach by the selected date.\\n\\n![]()\\n\\nTroubleshooting: No SLA running on the ticket\\n---------------------------------------------\\n\\n### Issue\\n\\nYou have created and published an SLA, but no SLA is running on the ticket.\\n\\n### Solution\\n\\n1. Check the **SLA Name** attribute:\\n\\n\\xc2\\xa0\\xc2\\xa0 - Verify that the **SLA Name** attribute on the ticket is not empty.\\n\\n\\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is empty, it means the customer account"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-28",
-        "text": "you would like to tag on the message (the ticket owner gets tagged automatically); and the target Slack channel. The channel\\'s ID can be found by going to the channel details. Refer to the placeholder value on the input to see an example of how this looks.\\n2. Decide if notifications should go out even if the ticket has a target end date set. Set the toggle to the desired behavior.\\n3. Decide if a ticket should pass the check if it\\'s part is a descendant of the filter part. For example, if a",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-46",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "\\xc2\\xa0 - Action: Check the policies you have created for the SLA listed under **SLA Name**. For example, if you have created two policies, one with the condition Severity = Blocker and another with Severity = High, a ticket with medium severity will still have the SLA name but will not have any running metrics because it does not meet the severity conditions.\\n\\n### Next steps\\n\\nIf the issue persists, review your SLA assignment rules and policies or contact support for further"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-35",
-        "text": "of schedule when they remain at the same stage, but time spent out of schedule isn't included in the calculation.\\n\\n![]()\\n\\nIf the customer account is updated after the ticket is created, all SLA metrics will be recalculated based on the updated customer account information. Any previous SLA breaches or achievements will be discarded, and new calculations will be applied according to the updated SLA.\\n\\nThe following table describes how each metric works for tickets and",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-45",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "selected on the ticket is not assigned any SLA.\\n\\n\\xc2\\xa0\\xc2\\xa0 \\xc2\\xa0 - Action: Check your SLA assignment rules or add the customer as an exception to any of your SLAs.\\n\\n![]()\\n\\nThe **SLA Name** is never empty if your organization has a default SLA.\\n\\n1. Verify policy conditions:\\n\\n\\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is populated but you still see no SLA metrics running on the ticket, the ticket does not satisfy the conditions of any policy within the SLA.\\n\\n\\xc2\\xa0\\xc2\\xa0"
       },
       {
-        "id": "ART-15281_KNOWLEDGE_NODE-2",
-        "text": "| \"completed_in\": 1, |\\n| 16 | \"in_policy\": true, |\\n| 17 | \"is_out_of_schedule\": true, |\\n| 18 | \"next_schedule_transition\": \"2023-01-01T12:00:00.000Z\", |\\n| 19 | \"org_schedule\": { |\\n| 20 | \"id\": \"string\", |\\n| 21 | \"status\": \"archived\", |\\n| 22 | \"display_id\": \"string\", |\\n| 23 | \"name\": \"string\", |\\n| 24 | \"timezone\": \"string\", |\\n| 25 | \"valid_until\": \"2023-01-01T12:00:00.000Z\" |\\n| 26 | }, |\\n| 27 | \"remaining_time\": 1, |\\n| 28 | \"status\": \"string\", |\\n| 29 | \"target_time\":",
-        "title": "List SLA Trackers | DevRev | Docs"
+        "id": "ART-1986_KNOWLEDGE_NODE-47",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "assistance.\\n\\n### Expected result\\n\\nThe ticket should have an SLA running if the **SLA Name** is not empty and the ticket satisfies the conditions of any policy within the SLA.\\n\\n[PreviousCommands](/docs/product/commands)[NextOperational-level agreement](/docs/product/ola)\\n\\n#### On this page\\n\\n* [Create an SLA](#create-an-sla)\\n* [Creating policies within SLA](#creating-policies-within-sla)\\n* [Publishing an SLA](#publishing-an-sla)\\n* [Assigning customers](#assigning-customers)\\n*"
       },
       {
-        "id": "ART-1262_KNOWLEDGE_NODE-2",
-        "text": "| \"completed_in\": 1, |\\n| 15 | \"in_policy\": true, |\\n| 16 | \"is_out_of_schedule\": true, |\\n| 17 | \"next_schedule_transition\": \"2023-01-01T12:00:00.000Z\", |\\n| 18 | \"org_schedule\": { |\\n| 19 | \"id\": \"string\", |\\n| 20 | \"status\": \"archived\", |\\n| 21 | \"display_id\": \"string\", |\\n| 22 | \"name\": \"string\", |\\n| 23 | \"timezone\": \"string\", |\\n| 24 | \"valid_until\": \"2023-01-01T12:00:00.000Z\" |\\n| 25 | }, |\\n| 26 | \"remaining_time\": 1, |\\n| 27 | \"status\": \"string\", |\\n| 28 | \"target_time\":",
-        "title": "Get SLA Tracker | DevRev | Docs"
+        "id": "ART-1986_KNOWLEDGE_NODE-48",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "[Adding assignment rules](#adding-assignment-rules)\\n* [SLA metric calculation](#sla-metric-calculation)\\n* [Viewing SLAs](#viewing-slas)\\n* [Filtering tickets by Next SLA Target](#filtering-tickets-by-next-sla-target)\\n* [Troubleshooting: No SLA running on the ticket](#troubleshooting-no-sla-running-on-the-ticket)\\n* [Issue](#issue)\\n* [Solution](#solution)\\n* [Next steps](#next-steps)\\n* [Expected result](#expected-result)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more"
       },
       {
         "id": "ART-1986_KNOWLEDGE_NODE-28",
-        "text": "*Conversation Policy*.\\n3. In the **New ticket policy** pane, under **Conditions**, select the ticket attributes values of **Tag**, **Part**, and **Severity**.\\n4. Under **Metrics**, enable or disable **First response**, **Next response**, and **Resolution time**.\\n5. Click **Publish**.\\n\\n![]()\\n\\nSLA metrics are only applied to tickets or conversations that meet the policy's conditions.\\n\\nPublishing an SLA\\n-----------------\\n\\nSLAs can be published once all policies are created. Published",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "*Conversation Policy*.\\n3. In the **New ticket policy** pane, under **Conditions**, select the ticket attributes values of **Tag**, **Part**, and **Severity**.\\n4. Under **Metrics**, enable or disable **First response**, **Next response**, and **Resolution time**.\\n5. Click **Publish**.\\n\\n![]()\\n\\nSLA metrics are only applied to tickets or conversations that meet the policy's conditions.\\n\\nPublishing an SLA\\n-----------------\\n\\nSLAs can be published once all policies are created. Published"
       },
       {
-        "id": "ART-2632_KNOWLEDGE_NODE-7",
-        "text": "\"2023-01-01T12:00:00.000Z\",  \\n    15|           \"completed_in\": 42,  \\n    16|           \"in_policy\": true,  \\n    17|           \"is_out_of_schedule\": true,  \\n    18|           \"next_schedule_transition\": \"2023-01-01T12:00:00.000Z\",  \\n    19|           \"org_schedule\": {  \\n    20|             \"id\": \"foo\",  \\n    21|             \"status\": \"archived\",  \\n    22|             \"display_id\": \"foo\",  \\n    23|             \"name\": \"foo\",  \\n    24|             \"timezone\": \"foo\",  \\n    25|",
-        "title": "List SLA Trackers (POST) \u2014 DevRev | Docs"
+        "id": "ART-1986_KNOWLEDGE_NODE-35",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "of schedule when they remain at the same stage, but time spent out of schedule isn't included in the calculation.\\n\\n![]()\\n\\nIf the customer account is updated after the ticket is created, all SLA metrics will be recalculated based on the updated customer account information. Any previous SLA breaches or achievements will be discarded, and new calculations will be applied according to the updated SLA.\\n\\nThe following table describes how each metric works for tickets and"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-25",
-        "text": "ticket\\'s owner and subscribers, when a ticket\\'s resolution time SLA changes into the *Warning* or *Breached* stage.\\n\\n![]()\\n\\nFor more information, refer to the\\n[SLA status change Slack notifier snap-in](/marketplace/sla-status-change-slack-notifier) on the DevRev\\nmarketplace.\\n\\nInstallation\\n------------\\n\\n1. Create a Slack app for your workspace in <https://api.slack.com/apps>.\\n2. In App features, generate bot token in **OAuth & Permissions**.\\n3. Grant the app bot the following",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-1457_KNOWLEDGE_NODE-5",
+        "title": "Get SLA Tracker \u2014 DevRev | Docs",
+        "text": "\"2023-01-01T12:00:00.000Z\"  \\n    25|         },  \\n    26|         \"remaining_time\": 42,  \\n    27|         \"status\": \"foo\",  \\n    28|         \"target_time\": \"2023-01-01T12:00:00.000Z\",  \\n    29|         \"warning_target_time\": \"2023-01-01T12:00:00.000Z\"  \\n    30|       }  \\n    31|     ],  \\n    32|     \"applies_to_id\": \"foo\",  \\n    33|     \"applies_to_type\": \"conversation\",  \\n    34|     \"created_by\": {  \\n    35|       \"display_id\": \"foo\",  \\n    36|       \"id\": \"foo\",  \\n    37|"
+      },
+      {
+        "id": "ART-1438_KNOWLEDGE_NODE-10",
+        "title": "Create Work \u2014 DevRev | Docs",
+        "text": "\"sla_summary\": {  \\n    124|       \"closest_to_breach_metric\": \"foo\",  \\n    125|       \"org_schedule\": {  \\n    126|         \"display_id\": \"foo\",  \\n    127|         \"id\": \"foo\",  \\n    128|         \"name\": \"foo\",  \\n    129|         \"status\": \"archived\",  \\n    130|         \"timezone\": \"foo\",  \\n    131|         \"valid_until\": \"2023-01-01T12:00:00.000Z\"  \\n    132|       },  \\n    133|       \"remaining_time\": 42,  \\n    134|       \"sla_tracker\": {  \\n    135|         \"created_by\": {  \\n"
       },
       {
-        "id": "ART-15280_KNOWLEDGE_NODE-2",
-        "text": "| \"breached_at\": \"2023-01-01T12:00:00.000Z\", |\\n| 14 | \"completed_at\": \"2023-01-01T12:00:00.000Z\", |\\n| 15 | \"completed_in\": 1, |\\n| 16 | \"in_policy\": true, |\\n| 17 | \"is_out_of_schedule\": true, |\\n| 18 | \"next_schedule_transition\": \"2023-01-01T12:00:00.000Z\", |\\n| 19 | \"org_schedule\": { |\\n| 20 | \"id\": \"string\", |\\n| 21 | \"status\": \"archived\", |\\n| 22 | \"display_id\": \"string\", |\\n| 23 | \"name\": \"string\", |\\n| 24 | \"timezone\": \"string\", |\\n| 25 | \"valid_until\": \"2023-01-01T12:00:00.000Z\" |\\n|",
-        "title": "List SLA Trackers (POST) | DevRev | Docs"
+        "id": "ART-1506_KNOWLEDGE_NODE-10",
+        "title": "Create Conversation (Beta) \u2014 DevRev | Docs",
+        "text": "\"sla_tracker\": {  \\n    78|         \"id\": \"id\",  \\n    79|         \"metric_target_summaries\": [  \\n    80|           {  \\n    81|             \"metric_definition\": {  \\n    82|               \"id\": \"id\"  \\n    83|             },  \\n    84|             \"stage\": \"stage\",  \\n    85|             \"breached_at\": \"2023-01-01T12:00:00Z\",  \\n    86|             \"completed_at\": \"2023-01-01T12:00:00Z\",  \\n    87|             \"next_schedule_transition\": \"2023-01-01T12:00:00Z\",  \\n    88|"
       }
     ]
   },
@@ -2580,54 +2580,54 @@
     "query": "how to find secondary ticket",
     "retrievals": [
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-54",
-        "text": "already raised in the primary ticket. Duplicate tickets often arise from customers submitting multiple requests through different channels (email, portal, Slack). All duplicate tickets become *immutable* after merging.\\n\\n**Primary ticket**\\n\\nA primary ticket is the main record that consolidates all relevant information from duplicate tickets. It serves as the primary source of communication for all merged duplicate tickets, ensuring that all customer interactions, updates, and resolutions are",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-39",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "other tickets or issues that relate to this ticket, click **Link Records** and select the relevant items.\\n7. If you would like to immediately create another ticket, select **Create multiple**.\\n8. Click **Create**.\\n\\nIf a ticket is created from an existing conversation, then the ticket's title and description are populated automatically from the conversation.\\n\\n![]()\\n\\nYou can create a child issue by clicking **+ Link issue** > **Add a child issue**. You can link the other existing issue as"
       },
       {
-        "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* Duplicate tickets remain accessible through the **Linked Objects** section of the primary ticket.\\n* CSAT triggers only for the primary ticket resolution.\\n* Merge actions cannot be reversed, and merged tickets cannot be merged again.\\n\\nFollow up",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-57",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "only when users configure the post merge stage in the ticket preference settings page.\\n\\n### Merge tickets\\n\\n1. Open the primary ticket and select the merge option from the side panel.\\n\\n   ![]()\\n\\n   The ticket from which you initiate the merge becomes the primary ticket.\\n2. In the modal window that appears, review the suggested duplicate tickets based on the pre-filled primary ticket title.\\n3. Select the appropriate duplicate tickets and confirm the merge action.\\n\\n   There is no limit"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-57",
-        "text": "only when users configure the post merge stage in the ticket preference settings page.\\n\\n### Merge tickets\\n\\n1. Open the primary ticket and select the merge option from the side panel.\\n\\n   ![]()\\n\\n   The ticket from which you initiate the merge becomes the primary ticket.\\n2. In the modal window that appears, review the suggested duplicate tickets based on the pre-filled primary ticket title.\\n3. Select the appropriate duplicate tickets and confirm the merge action.\\n\\n   There is no limit",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-54",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "already raised in the primary ticket. Duplicate tickets often arise from customers submitting multiple requests through different channels (email, portal, Slack). All duplicate tickets become *immutable* after merging.\\n\\n**Primary ticket**\\n\\nA primary ticket is the main record that consolidates all relevant information from duplicate tickets. It serves as the primary source of communication for all merged duplicate tickets, ensuring that all customer interactions, updates, and resolutions are"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-58",
-        "text": "on the number of tickets that can be merged.\\n4. Review the automatic communication sent to primary and duplicate ticket owners (configurable in ticket preferences).\\n\\n### Post-merge conditions\\n\\n* The primary ticket retains all key fields (description, part, group, owner, creator, priority, stage), and the SLA remains unchanged.\\n* Events are updated to reflect all merge actions.\\n* Subscribers and reporters from duplicate tickets are added to the primary ticket.\\n* Linked objects from",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-15716_KNOWLEDGE_NODE-5",
+        "title": "Support queries related playbook",
+        "text": "ticket, selecting the merge option, and choosing the duplicate tickets to merge. Only unclosed tickets with the same reporters can be merged. After merging, duplicate tickets are archived, and all future messages go to the primary ticket.\\n\\nStep-by-step guide:\\xc2\\xa0[How to merge tickets](https://devrev.ai/docs/product/tickets#merging-guidelines)\\n\\n2. Creating Tickets in DevRevYou can create tickets from the app, support portal, Slack, or via API. Fill in required fields (like title, part,"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-56",
-        "text": "reporters or no reporters.\\n* Active status: Only unclosed tickets can be selected as primary or duplicate tickets.\\n* Channel flexibility: Tickets from any channel can be merged if they share the same reporters.\\n\\n### Merge settings\\n\\nYou can configure the following options in the ticket preferences page:\\n\\n* Communication messages for duplicate and primary ticket owners\\n* Stage of duplicate tickets after merge\\n* Accounts to exclude from automated messages\\n\\n![]()\\n\\nMerge can be enabled",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1783_KNOWLEDGE_NODE-446",
+        "title": "Locate \u2014 DevRev | Docs",
+        "text": "response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-39",
-        "text": "other tickets or issues that relate to this ticket, click **Link Records** and select the relevant items.\\n7. If you would like to immediately create another ticket, select **Create multiple**.\\n8. Click **Create**.\\n\\nIf a ticket is created from an existing conversation, then the ticket's title and description are populated automatically from the conversation.\\n\\n![]()\\n\\nYou can create a child issue by clicking **+ Link issue** > **Add a child issue**. You can link the other existing issue as",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1783_KNOWLEDGE_NODE-459",
+        "title": "Locate \u2014 DevRev | Docs",
+        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the"
       },
       {
-        "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 track ongoing issues more effectively, minimize duplicate work and enhance customer experience. A follow-up ticket is a new ticket that is created and linked when a customer responds in reference to an archived/immutable ticket. The",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-65",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "conversion](/docs/product/conversation-ticket)[NextRouting](/docs/product/routing)\\n\\n#### On this page\\n\\n* [Attributes](#attributes)\\n* [Create a ticket](#create-a-ticket)\\n* [Tags](#tags)\\n* [Stages](#stages)\\n* [Subtypes](#subtypes)\\n* [Viewing attachments on tickets](#viewing-attachments-on-tickets)\\n* [Turing suggests](#turing-suggests)\\n* [Duplicate ticket merging](#duplicate-ticket-merging)\\n* [Merging guidelines](#merging-guidelines)\\n* [Merge settings](#merge-settings)\\n* [Merge"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-52",
-        "text": "don\\xe2\\x80\\x99t forget to give \\xf0\\x9f\\x91\\x8d on the suggestion if you like it or \\xf0\\x9f\\x91\\x8e to dislike it.\\n\\n![]()\\n\\nDuplicate ticket merging\\n------------------------\\n\\nDuplicate tickets in a support system pose a significant challenge by creating inefficiencies, increasing the workload for support agents, and negatively impacting user experience. These tickets often result from user frustration or misunderstandings of the resolution process, leading to confusion and disrupting",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-24",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "[Subtypes](#subtypes)\\n* [Viewing attachments on tickets](#viewing-attachments-on-tickets)\\n* [Turing suggests](#turing-suggests)\\n* [Duplicate ticket merging](#duplicate-ticket-merging)\\n* [Merging guidelines](#merging-guidelines)\\n* [Merge settings](#merge-settings)\\n* [Merge tickets](#merge-tickets)\\n* [Post-merge conditions](#postmerge-conditions)\\n* [Follow up tickets](#follow-up-tickets)\\n* [Internal Tickets](#internal-tickets)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-64",
-        "text": "internal tickets.\\n\\nTo create an internal ticket, click the **Create Ticket** button. At the bottom of the ticket creation panel, click the dropdown menu on **Create external ticket** and select **Create internal ticket**.\\n\\nYou can convert an internal ticket to an external ticket by clicking **Convert to External** within the **Customer Messages** tab. Once a ticket is converted to external, it cannot be reverted back to internal.\\n\\n[PreviousConversation to ticket",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1540_KNOWLEDGE_NODE-2",
+        "title": "Get Link (POST) (Beta) \u2014 DevRev | Docs",
+        "text": "\"type\": \"ticket\",  \\n    7|       \"id\": \"source\",  \\n    8|       \"owned_by\": [  \\n    9|         {  \\n    10|           \"type\": \"sys_user\",  \\n    11|           \"id\": \"source\"  \\n    12|         }  \\n    13|       ],  \\n    14|       \"title\": \"source\",  \\n    15|       \"display_id\": \"source\",  \\n    16|       \"rev_org\": {  \\n    17|         \"type\": \"rev_org\",  \\n    18|         \"id\": \"source\"  \\n    19|       },  \\n    20|       \"severity\": \"blocker\",  \\n    21|       \"stage\": {  \\n    22|"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-61",
-        "text": "following scenarios can lead to the creation of follow up ticket:\\n\\n* Customers communicated on an archived/immutable ticket from any channel such as email.\\n* Customer communicated on a merged ticket and the primary ticket is also archived.\\n\\nAfter creation of a follow up ticket the customer messages will reflect only on the new followup ticket and the customer will continue to see response on the same thread in channels like email & slack. The user can continue responding on the new follow",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-66",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "tickets](#merge-tickets)\\n* [Post-merge conditions](#postmerge-conditions)\\n* [Follow up tickets](#follow-up-tickets)\\n* [Internal Tickets](#internal-tickets)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User"
       }
     ]
   },
@@ -2636,54 +2636,54 @@
     "query": "converting conversations to tickets issue customer channel acme",
     "retrievals": [
       {
-        "id": "ART-4271_KNOWLEDGE_NODE-29",
-        "text": "end user.\\n\\n## Why you should convert a Conversation to a Ticket\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n  * **Complex issues** : When a customer inquiry requires in-depth investigation that can't be resolved in a quick conversation.\\n  * **Cross-team collaboration** : Issues requiring input from multiple departments or specialists.\\n  * **Escalation needs** : When a conversation needs to be escalated to a higher support tier.\\n  * **Feature requests** :",
-        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+        "id": "ART-6174_KNOWLEDGE_NODE-27",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "happens automatically:\\n\\n* The original conversation moves to *Archived* stage and cannot be reopened.\\n* A new ticket is created with:\\n  + All internal discussions and customer messages copied from the conversation\\n  + Equivalent metadata as the conversation, including source channel, customer account information, and external members added as **reported by** on the ticket\\n  + An AI-generated ticket title and description based on customer messages\\n\\nConvert conversations to"
       },
       {
-        "id": "ART-4271_KNOWLEDGE_NODE-26",
-        "text": "conversation metadata including: \\n      * Source channel\\n      * Customer account information\\n      * External members added as **reported by** on the ticket\\n    * An AI-generated ticket title and description based on customer messages.\\n\\n### How to convert Conversations to Tickets\\n\\n**Manual Conversion**\\n\\nTo manually convert a conversation to a ticket:\\n\\n  1. Open the conversation record pane view.\\n  2. Click **Convert to Ticket** to initiate the conversion.\\n\\n**Automated Conversion",
-        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+        "id": "ART-6174_KNOWLEDGE_NODE-28",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "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 automated [workflows](./workflow-engine) to convert conversations to tickets based on specific triggers:\\n\\n* When a conversation meets defined criteria\\n* When the AI agent identifies an issue requiring escalation\\n* According to custom business"
       },
       {
-        "id": "ART-4271_KNOWLEDGE_NODE-31",
-        "text": "AI-handled conversation reaches its capability limits and needs human expertise.\\n  * **Extended troubleshooting** : Issues requiring multiple steps or follow-ups over time.\\n\\n## Key information\\n\\n  * **Channel support** : Currently, the conversion feature is only available for PLuG and Slack conversations. Other channels still use the traditional **Link Ticket** functionality.\\n\\n  * **CSAT surveys** : CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only",
-        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-26",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "conversation metadata including: \\n      * Source channel\\n      * Customer account information\\n      * External members added as **reported by** on the ticket\\n    * An AI-generated ticket title and description based on customer messages.\\n\\n### How to convert Conversations to Tickets\\n\\n**Manual Conversion**\\n\\nTo manually convert a conversation to a ticket:\\n\\n  1. Open the conversation record pane view.\\n  2. Click **Convert to Ticket** to initiate the conversion.\\n\\n**Automated Conversion"
       },
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-32",
-        "text": "handling**: Conversation and ticket SLAs operate independently. When converting:\\n\\n  + The new ticket starts with its own response and resolution SLA timers\\n  + All active SLA metrics on the original conversation are marked as completed\\n\\n[PreviousConversations](/docs/product/conversation)[NextTickets](/docs/product/tickets)\\n\\n#### On this page\\n\\n* [Conversation conversion process](#conversation-conversion-process)\\n* [Convert conversations to tickets](#convert-conversations-to-tickets)\\n*",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-29",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "end user.\\n\\n## Why you should convert a Conversation to a Ticket\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n  * **Complex issues** : When a customer inquiry requires in-depth investigation that can't be resolved in a quick conversation.\\n  * **Cross-team collaboration** : Issues requiring input from multiple departments or specialists.\\n  * **Escalation needs** : When a conversation needs to be escalated to a higher support tier.\\n  * **Feature requests** :"
       },
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-27",
-        "text": "happens automatically:\\n\\n* The original conversation moves to *Archived* stage and cannot be reopened.\\n* A new ticket is created with:\\n  + All internal discussions and customer messages copied from the conversation\\n  + Equivalent metadata as the conversation, including source channel, customer account information, and external members added as **reported by** on the ticket\\n  + An AI-generated ticket title and description based on customer messages\\n\\nConvert conversations to",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-6174_KNOWLEDGE_NODE-32",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "handling**: Conversation and ticket SLAs operate independently. When converting:\\n\\n  + The new ticket starts with its own response and resolution SLA timers\\n  + All active SLA metrics on the original conversation are marked as completed\\n\\n[PreviousConversations](/docs/product/conversation)[NextTickets](/docs/product/tickets)\\n\\n#### On this page\\n\\n* [Conversation conversion process](#conversation-conversion-process)\\n* [Convert conversations to tickets](#convert-conversations-to-tickets)\\n*"
       },
       {
-        "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 automated [workflows](./workflow-engine) to convert conversations to tickets based on specific triggers:\\n\\n* When a conversation meets defined criteria\\n* When the AI agent identifies an issue requiring escalation\\n* According to custom business",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-30",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "Customer suggestions that need to be tracked and potentially implemented.\\n  * **Bug reports** : Technical issues that require development team involvement.\\n  * **SLA tracking** : When you need more formal tracking of resolution times for critical issues.\\n  * **Documentation** : Issues that should be formally documented for compliance or future reference.\\n  * **Resource allocation** : When dedicating specific resources to resolve a particular customer issue.\\n  * **AI handoff** : When an"
       },
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-31",
-        "text": "Cross-team collaboration needs\\n* Escalation requirements\\n* Feature requests\\n* Bug reports\\n* SLA tracking requirements\\n* Documentation needs\\n* Resource allocation requirements\\n* AI capability limitations\\n* Extended troubleshooting needs\\n\\nSupport workflows\\n-----------------\\n\\n* **CSAT surveys**: CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only triggered when a conversation is resolved, not when it's archived through conversion.\\n* **SLA",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-33",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "remains archived.\\n\\n[PreviousConversations](/docs/product/conversation)[NextTickets](/docs/product/tickets)\\n\\n#### On this page\\n\\n  * How Conversation conversion works\\n  * How to convert Conversations to Tickets\\n  * End user experience\\n  * PLuG widget experience\\n  * Slack experience\\n  * Why you should convert a Conversation to a Ticket\\n  * Key information\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](/blog/soc-compliance?)\\n\\nProduct\\n\\n  *"
       },
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-26",
-        "text": "functionality is replaced with a new **Convert to Ticket** feature. Currently, the conversion feature is available only for Plug and Slack conversations. Other channels still use the traditional **Link Ticket** functionality.\\n\\nConversion cannot be undone. Once a conversation is converted to a ticket, this action is permanent and the conversation remains archived.\\n\\nConversation conversion process\\n-------------------------------\\n\\nWhen you convert a conversation to a ticket, the following",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-4",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "Analytics](/docs/dashboards/ticket-sla-analytics?)\\n      * [Ticket-Team Performance](/docs/dashboards/ticket-team-performance?)\\n\\n    * [Conversations](/docs/product/conversation?)\\n\\n      * [Convert Conversations to Tickets](/docs/product/Conversation-Tickets?)\\n\\n    * [Tickets](/docs/product/tickets?)\\n    * [Routing](/docs/product/routing?)\\n    * [Support best practices](/docs/product/support-bp?)\\n    * [Customer portal](/docs/product/support-portal?)\\n    * [Questions &"
       },
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-30",
-        "text": "there.\\n\\n![]()\\n\\nSlack end-user experience\\n-------------------------\\n\\nWhen a conversation is converted to a ticket in Slack:\\n\\n* Ticket information appears within the same thread.\\n* All subsequent messages sync with the newly created ticket.\\n* The transition is seamless for the end user.\\n\\nConversation conversion scenarios\\n---------------------------------\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n* Complex issues requiring in-depth investigation\\n*",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-21",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "2024](/docs/changelog/_2024-06-03?)\\n      * [May 2024](/docs/changelog/_2024-05-08?)\\n      * [April 2024](/docs/changelog/_2024-04-08?)\\n      * [March 2024](/docs/changelog/_2024-03-08?)\\n      * [Feb 10 to Feb 29, 2024](/docs/changelog/_2024-02-29?)\\n      * [Jan 09 to Feb 09, 2024](/docs/changelog/_2024-02-09?)\\n      * [Dec 08 to Jan 08, 2024](/docs/changelog/_2024-01-08?)\\n      * [Nov 10 to Dec 07, 2023](/docs/changelog/_2023-12-07?)\\n      * [Oct 13 to Nov 09,"
       },
       {
-        "id": "ART-4271_KNOWLEDGE_NODE-8",
-        "text": "* [Automatic customer reply](/docs/automations/auto-reply?)\\n      * [Auto parts to conversation](/docs/automations/auto-parts?)\\n      * [Automate opportunities](/docs/automations/opportunity?)\\n      * [Bulk delete data](/docs/automations/bulk-delete?)\\n      * [Bulk work item uploader](/docs/automations/bulk-upload?)\\n      * [Commands surface expander](/docs/automations/commands-surface-expander?)\\n      * [Convergence](/docs/automations/converge?)\\n      * [Conversation",
-        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-22",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "2023](/docs/changelog/_2023-11-09?)\\n      * [Sep 15 to Oct 12, 2023](/docs/changelog/_2023-10-12?)\\n      * [Aug 17 to Sep 14, 2023](/docs/changelog/_2023-09-14?)\\n      * [Jul 20 to Aug 16, 2023](/docs/changelog/_2023-08-16?)\\n      * [Jul 06 to Jul 19, 2023](/docs/changelog/_2023-07-19?)\\n      * [Jun 20 to Jul 05, 2023](/docs/changelog/_2023-07-05?)\\n      * [Jun 05 to Jun 19, 2023](/docs/changelog/_2023-06-19?)\\n      * [May 22 to Jun 05, 2023](/docs/changelog/_2023-06-05?)\\n      * [Apr"
       }
     ]
   },
@@ -2692,54 +2692,54 @@
     "query": "add subtype in conversation in DevRev",
     "retrievals": [
       {
-        "id": "ART-5010_KNOWLEDGE_NODE-0",
-        "text": "b'Subtype Migration | Automate | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +",
-        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+        "id": "ART-1506_KNOWLEDGE_NODE-13",
+        "title": "Create Conversation (Beta) \u2014 DevRev | Docs",
+        "text": "\"don:core:dvrv-us-1:devo/example:custom_type_fragment/custom-type-fragment-id\",  \\n    115|     \"subtype\": \"subtype\",  \\n    116|     \"tags\": [  \\n    117|       {  \\n    118|         \"tag\": {  \\n    119|           \"id\": \"id\",  \\n    120|           \"name\": \"name\"  \\n    121|         }  \\n    122|       }  \\n    123|     ],  \\n    124|     \"title\": \"title\"  \\n    125|   }  \\n    126| }\\n[/code]  \\n  \\n[Delete ConversationUp Next](/beta/api-reference/conversations/delete)\\n\\n[Built"
       },
       {
-        "id": "ART-17231_KNOWLEDGE_NODE-58",
-        "text": "top](/airsync/supported-object-types#summary)\\n\\nconversation\\n------------\\n\\n**Resource Type:** `conversation`\\n\\n**Capabilities:** Can Load, Can Subtype\\n\\n### Fields\\n\\n| Field | Type | Required | Description |\\n| --- | --- | --- | --- |\\n| `applies_to_part_ids` | reference (collection)\\xe2\\x86\\x92[#category:part] |  | Details of the parts relevant to the conversation. |\\n| `broadcast_channels` | text (collection) |  | Active channels for the conversation |\\n| `channels` | reference",
-        "title": "Supported DevRev object types | DevRev | Docs"
+        "id": "ART-1514_KNOWLEDGE_NODE-12",
+        "title": "Update Conversation (Beta) \u2014 DevRev | Docs",
+        "text": "105|       \"notes\": \"notes\",  \\n    106|       \"ordinal\": 1,  \\n    107|       \"stage\": {  \\n    108|         \"id\": \"id\"  \\n    109|       },  \\n    110|       \"state\": {  \\n    111|         \"id\": \"id\"  \\n    112|       }  \\n    113|     },  \\n    114|     \"stock_schema_fragment\": \"don:core:dvrv-us-1:devo/example:custom_type_fragment/custom-type-fragment-id\",  \\n    115|     \"subtype\": \"subtype\",  \\n    116|     \"tags\": [  \\n    117|       {  \\n    118|         \"tag\": {  \\n    119|"
       },
       {
-        "id": "ART-5010_KNOWLEDGE_NODE-32",
-        "text": "[Marketplace](https://marketplace.devrev.ai/)\\n\\nResources\\n\\n* [Blog](/blog)\\n* [Our Customers](/case-study)\\n* [Snap-In Extensions](https://developer.devrev.ai/public/snapin-development/concepts)\\n* [DevRevU training](/docs/DevRevU)\\n* [Documentation](https://docs.devrev.ai/)\\n* [API References](https://docs.devrev.ai/api/)\\n\\nCompany\\n\\n* [About](/about)\\n* [Events](/events)\\n* [Careers](/careers)\\n* [What Why How](/what-why-how)\\n\\nInitiatives\\n\\n* [Partner Program](/partners)\\n* [Startups",
-        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+        "id": "ART-1510_KNOWLEDGE_NODE-10",
+        "title": "Get Conversation (Beta) \u2014 DevRev | Docs",
+        "text": "\"don:core:dvrv-us-1:devo/example:custom_type_fragment/custom-type-fragment-id\",  \\n    115|     \"subtype\": \"subtype\",  \\n    116|     \"tags\": [  \\n    117|       {  \\n    118|         \"tag\": {  \\n    119|           \"id\": \"id\",  \\n    120|           \"name\": \"name\"  \\n    121|         }  \\n    122|       }  \\n    123|     ],  \\n    124|     \"title\": \"title\"  \\n    125|   }  \\n    126| }\\n[/code]  \\n  \\n[Get Conversation (POST)Up Next](/beta/api-reference/conversations/get-post)\\n\\n[Built"
       },
       {
-        "id": "ART-4116_KNOWLEDGE_NODE-10",
-        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev",
-        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs"
+        "id": "ART-1524_KNOWLEDGE_NODE-10",
+        "title": "Get Conversation (POST) (Beta) \u2014 DevRev | Docs",
+        "text": "112|       }  \\n    113|     },  \\n    114|     \"stock_schema_fragment\": \"don:core:dvrv-us-1:devo/example:custom_type_fragment/custom-type-fragment-id\",  \\n    115|     \"subtype\": \"subtype\",  \\n    116|     \"tags\": [  \\n    117|       {  \\n    118|         \"tag\": {  \\n    119|           \"id\": \"id\",  \\n    120|           \"name\": \"name\"  \\n    121|         }  \\n    122|       }  \\n    123|     ],  \\n    124|     \"title\": \"title\"  \\n    125|   }  \\n    126| }\\n[/code]  \\n  \\n[List ConversationsUp"
       },
       {
-        "id": "ART-1593_KNOWLEDGE_NODE-318",
-        "text": "subtype \" : \" string \" , 35 \" tags \" : [ 36 { 37 \" tag \" : { 38 \" name \" : \" string \" , 39 \" display_id \" : \" string \" , 40 \" id \" : \" string \" 41 } , 42 \" value \" : \" string \" 43 } 44 ] , 45 \" created_by \" : { 46 \" type \" : \" dev_user \" , 47 \" display_name \" : \" string \" , 48 \" display_picture \" : { 49 \" display_id \" : \" string \" , 50 \" id \" : \" string \" 51 } , 52 \" email \" : \" string \" , 53 \" full_name \" : \" string \" , 54 \" state \" : \" active \" , 55 \" display_id \" : \" string \" , 56 \" id \" : \"",
-        "title": "Get \u2014 DevRev | Docs"
+        "id": "ART-17231_KNOWLEDGE_NODE-58",
+        "title": "Supported DevRev object types | DevRev | Docs",
+        "text": "top](/airsync/supported-object-types#summary)\\n\\nconversation\\n------------\\n\\n**Resource Type:** `conversation`\\n\\n**Capabilities:** Can Load, Can Subtype\\n\\n### Fields\\n\\n| Field | Type | Required | Description |\\n| --- | --- | --- | --- |\\n| `applies_to_part_ids` | reference (collection)\\xe2\\x86\\x92[#category:part] |  | Details of the parts relevant to the conversation. |\\n| `broadcast_channels` | text (collection) |  | Active channels for the conversation |\\n| `channels` | reference"
       },
       {
-        "id": "ART-1957_KNOWLEDGE_NODE-24",
-        "text": "subtype](#add-a-new-subtype)\\n\\n1. [Documentation](/docs)\\n3. [Computer by DevRev](/docs/intro)\\n[Object customization](/docs/product/object-customization)\\n\\nObject customization\\n====================\\n\\nDevRev powers your organization with the ability to customize DevRev objects for your organization\\'s needs. You can add custom fields to the objects along with the pre-existing fields or add new subtypes to the objects which helps you extend an object\\'s capabilities.\\nObjects are the core",
-        "title": "Object customization | Computer by DevRev | DevRev"
+        "id": "ART-1512_KNOWLEDGE_NODE-11",
+        "title": "List Conversations (Beta) \u2014 DevRev | Docs",
+        "text": "\\n    55|         \"name\": \"name\"  \\n    56|       },  \\n    57|       \"stock_schema_fragment\": \"don:core:dvrv-us-1:devo/example:custom_type_fragment/custom-type-fragment-id\",  \\n    58|       \"subtype\": \"subtype\",  \\n    59|       \"tags\": [  \\n    60|         {  \\n    61|           \"tag\": {  \\n    62|             \"id\": \"id\",  \\n    63|             \"name\": \"name\"  \\n    64|           }  \\n    65|         }  \\n    66|       ],  \\n    67|       \"title\": \"title\"  \\n    68|     }  \\n    69|   ],  \\n"
       },
       {
-        "id": "ART-5010_KNOWLEDGE_NODE-2",
-        "text": "[Object customization](/docs/product/object-customization)\\n  + [Glossary \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://support.devrev.ai/devrev/article/ART-16784-glossary)\\n  + [Search](/docs/product/search)\\n  + [Workflows](/docs/product/workflow-engine)\\n\\n    - [Workflow action library](/docs/product/action-library)\\n    - [Triggers](/docs/product/trigger-library)\\n    - [Conversational workflows](/docs/product/conversational-workflows)\\n    - [Workflow management](/docs/product/workflow-management)\\n",
-        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+        "id": "ART-15342_KNOWLEDGE_NODE-6",
+        "title": "Prepare-Update Schemas Subtypes | DevRev | Docs",
+        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-5010_KNOWLEDGE_NODE-4",
-        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to",
-        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+        "id": "ART-4116_KNOWLEDGE_NODE-12",
+        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'"
       },
       {
-        "id": "ART-5010_KNOWLEDGE_NODE-33",
-        "text": "Program](/startups)\\n* [Gr.ai.ce](/graice)\\n\\n* [Security](https://security.devrev.ai/)\\n* [SLA](/legal/sla)\\n* [DPA](/legal/dpa)\\n* [Subprocessors](/security/sub-processors)\\n* [Cookie Policy](/legal/cookie-policy)\\n* [Privacy Policy](/legal/privacy-policy)\\n* [Terms of Service](/legal/terms-of-service)\\n\\n[System Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.'",
-        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+        "id": "ART-4116_KNOWLEDGE_NODE-10",
+        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs",
+        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev"
       },
       {
         "id": "ART-4116_KNOWLEDGE_NODE-8",
-        "text": "[About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin ](https://www.linkedin.com/company/devrev)\\n  * [X (formerly",
-        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs"
+        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs",
+        "text": "[About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin ](https://www.linkedin.com/company/devrev)\\n  * [X (formerly"
       }
     ]
   },
@@ -2748,54 +2748,54 @@
     "query": "DevRev Platform Orientation & Navigation Guide video login options",
     "retrievals": [
       {
-        "id": "ART-1944_KNOWLEDGE_NODE-0",
-        "text": "b\"Product Platform Solutions Marketplace Company Resources Pricing\\n\\nLogin Book a demo\\nProduct Platform Solutions Marketplace Company Resources Pricing\\nLogin Book a demo\\nSearch CTRL + K\\n\\nIntroduction AgentOS platform\\n\\nCore concepts Apps Groups Parts & trails Vistas Vista Reports\\nTasks Updates Customer email notifications Roles Default privileges by group\\nAccess control Object customization Glossary Search People insights Workflow Templates Accessing DevRev External identity provider",
-        "title": "DevRev Documentation"
+        "id": "ART-1362_KNOWLEDGE_NODE-15",
+        "title": "Authentication \u2014 DevRev | Docs",
+        "text": "Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a"
       },
       {
-        "id": "ART-2076_KNOWLEDGE_NODE-2",
-        "text": "applications](https://rise.articulate.com/share/yTvcdwN0dMgzhiU_Kgbbs2t8lfkpnC5O)[![]()\\n\\nDevRev: Admin management and set-up\\n\\nSet up, manage, and streamline workflows for smooth operations](https://devrevu.reach360.com/share/course/d238d6fd-ab6a-41b3-a99b-44e1d2a8d221)\\n\\nExplore more courses\\n--------------------\\n\\nDiscover more courses to expand your DevRev skills and continue your learning journey\\n\\n[![]()\\n\\nDevRev platform fundamentals\\n\\nYour first step to navigating and mastering",
-        "title": "DevRev University"
+        "id": "ART-2665_KNOWLEDGE_NODE-0",
+        "title": "Session recording options | Session analytics | Computer for Your Customers | DevRev",
+        "text": "b'Session recording options | Session analytics | Computer for Your Customers | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CMD`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  +"
       },
       {
-        "id": "ART-4179_KNOWLEDGE_NODE-2",
-        "text": "applications](https://rise.articulate.com/share/yTvcdwN0dMgzhiU_Kgbbs2t8lfkpnC5O)[![]()\\n\\nDevRev: Admin management and set-up\\n\\nSet up, manage, and streamline workflows for smooth operations](https://devrevu.reach360.com/share/course/d238d6fd-ab6a-41b3-a99b-44e1d2a8d221)\\n\\nExplore more courses\\n--------------------\\n\\nDiscover more courses to expand your DevRev skills and continue your learning journey\\n\\n[![]()\\n\\nDevRev platform fundamentals\\n\\nYour first step to navigating and mastering",
-        "title": "DevRev University"
+        "id": "ART-16615_KNOWLEDGE_NODE-0",
+        "title": "Board view | Vistas | Computer by DevRev | DevRev",
+        "text": "b\"Board view | Vistas | Computer by DevRev | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CMD`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-2666_KNOWLEDGE_NODE-27",
-        "text": "DevRev's left navigation is designed to provide a more customizable and intuitive navigation experience. This update introduces new sections for better organization, enhanced customization capabilities, and a dedicated **Explore** page for managing views, dashboards, and sprint boards.\\n\\nWhen existing users log in, a prompt appears to guide them in migrating to the new left navigation. Follow the on-screen instructions to complete the migration and begin customizing your experience.\\n\\n## Key",
-        "title": "October 5: Left navigation | Changelog | DevRev"
+        "id": "ART-1949_KNOWLEDGE_NODE-0",
+        "title": "Vistas | Computer by DevRev | DevRev",
+        "text": "b\"Vistas | Computer by DevRev | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-1362_KNOWLEDGE_NODE-15",
-        "text": "Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a",
-        "title": "Authentication \u2014 DevRev | Docs"
+        "id": "ART-2027_KNOWLEDGE_NODE-0",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "b\"Email | Integrate | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-12447_KNOWLEDGE_NODE-14",
-        "text": "Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a",
-        "title": "Quickstart guide \u2014 DevRev | Docs"
+        "id": "ART-2014_KNOWLEDGE_NODE-0",
+        "title": "Link preview | Automate | Snap-ins | DevRev",
+        "text": "b'Link preview | Automate | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-12450_KNOWLEDGE_NODE-13",
-        "text": "Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
-        "title": "Quickstart guide \u2014 DevRev | Docs"
+        "id": "ART-4277_KNOWLEDGE_NODE-0",
+        "title": "Google Drive | AirSync | Snap-ins | DevRev",
+        "text": "b\"Google Drive | AirSync | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-4256_KNOWLEDGE_NODE-6",
-        "text": "the user logs in. If you have the user information available at app launch, call the function after the `DevRev.configure(appID:)` method.\\n\\n#####\\n\\nOn iOS, if you haven\\xe2\\x80\\x99t previously identified the user, the DevRev SDK will automatically create an anonymous user for you immediately after the SDK is configured.\\n\\n#####\\n\\nThe `Identity` structure allows for custom fields in the user, organization, and account traits. These fields must be configured through the DevRev app before",
-        "title": "DevRev SDK for React Native \u2014 DevRev | Docs"
+        "id": "ART-4275_KNOWLEDGE_NODE-0",
+        "title": "Google Docs | AirSync | Snap-ins | DevRev",
+        "text": "b\"Google Docs | AirSync | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CMD`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-12475_KNOWLEDGE_NODE-0",
-        "text": "b'This document serves as a guide for migrating from UserExperior ( plug.devrev.ai ) to DevRev ( app.devrev.ai ).\\n\\nLog in to your DevRev account at  app.devrev.ai/login .\\n\\nPin the relevant views in the left navigation panel for Session Analytics. The views to pin are  Session Replays ,  Session Analytics: Web , and  Session Analytics: Mobile . For detailed instructions on this process, click  here .\\n\\nLocate the SDK integration key by navigating to  Settings > Support > Session Replays",
-        "title": "Migrating from UserExperior to DevRev"
+        "id": "ART-1952_KNOWLEDGE_NODE-0",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "b\"Vista Reports | Vistas | Computer by DevRev | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-2662_KNOWLEDGE_NODE-0",
-        "text": "b'DevRev Documentation\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  + [Groups](/docs/product/groups)\\n  +",
-        "title": "DevRev Documentation"
+        "id": "ART-4052_KNOWLEDGE_NODE-7",
+        "title": "Identity provider \u2014 DevRev | Docs",
+        "text": "Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources"
       }
     ]
   },
@@ -2804,54 +2804,54 @@
     "query": "change subtype of ticket error something went wrong",
     "retrievals": [
       {
-        "id": "ART-5010_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-49",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "tickets. Resolved means that the customer's concerns which led to the ticket have been addressed.\\n\\nSubtypes\\n--------\\n\\nYou can create subtypes for tickets to categorize them based on the type of issue. For example, you can create subtypes for bugs, feature requests, or questions.\\nA subtype inherits all the attributes of its parent ticket type. You can add custom attributes to a subtype.\\nTo know how to create subtypes and add custom attributes to them, see [object"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-49",
-        "text": "tickets. Resolved means that the customer's concerns which led to the ticket have been addressed.\\n\\nSubtypes\\n--------\\n\\nYou can create subtypes for tickets to categorize them based on the type of issue. For example, you can create subtypes for bugs, feature requests, or questions.\\nA subtype inherits all the attributes of its parent ticket type. You can add custom attributes to a subtype.\\nTo know how to create subtypes and add custom attributes to them, see [object",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-15342_KNOWLEDGE_NODE-5",
+        "title": "Prepare-Update Schemas Subtypes | DevRev | Docs",
+        "text": "change\\nresults in a change in the stage diagram.\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/customization/stock-schema-fragments-list-post)[#### Create Stage Diagram\\n\\nNext](/api-reference/customization/stage-diagrams-create)[Built"
       },
       {
-        "id": "ART-5010_KNOWLEDGE_NODE-26",
-        "text": "**Work Item Type**: Select either \"ticket\" or \"issue\" based on the type of work items you want to migrate\\n   * **Source Subtype**: Enter the name of the current subtype from which you want to migrate work items\\n   * **Target Subtype**: Enter the name of the target subtype to which you want to migrate work items\\n   * **Field Mappings**: Enter each mapping as source\\\\_field, target\\\\_field, one mapping per line\\n\\n   ![]()\\n\\n   Field names and subtype names must exactly match how they appear",
-        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+        "id": "ART-1551_KNOWLEDGE_NODE-520",
+        "title": "Update (Beta) \u2014 DevRev | Docs",
+        "text": "severities.\\n\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\n\\nFilters for records with any of the provided SLA stages.\\n\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\n\\nFilters for tickets with any of the provided source channels.\\n\\nticket.subtype string Optional\\n\\nFilters for tickets with any of the provided subtypes.\\n\\ntype enum Optional\\n\\nFilters for work of the provided types.\\n\\nAllowed values:"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-24",
-        "text": "[Subtypes](#subtypes)\\n* [Viewing attachments on tickets](#viewing-attachments-on-tickets)\\n* [Turing suggests](#turing-suggests)\\n* [Duplicate ticket merging](#duplicate-ticket-merging)\\n* [Merging guidelines](#merging-guidelines)\\n* [Merge settings](#merge-settings)\\n* [Merge tickets](#merge-tickets)\\n* [Post-merge conditions](#postmerge-conditions)\\n* [Follow up tickets](#follow-up-tickets)\\n* [Internal Tickets](#internal-tickets)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1827_KNOWLEDGE_NODE-456",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue opportunity task ticket\\nResponse.\\n\\nThis endpoint returns an object.\\nworks list of objects\\nThe resulting collection of work items.\\nShow 4 variants\\nAPI Reference works Export"
       },
       {
-        "id": "ART-1959_KNOWLEDGE_NODE-34",
-        "text": "subtype:<subtype_name> <custom_field_name>:<value>\\n```\\n```\\n\\n**Examples**\\n\\nSearch for tickets related to access issues with tenant field escalated:\\n\\n```\\n```\\n1 tnt__escalated:true access issues\\n```\\n```\\n\\nSearch for bugs related to access issues with subtype field customer\\\\_impact:\\n\\n```\\n```\\n1 subtype:Bug ctype__customer_impact:true access issues\\n```\\n```\\n\\nSearch across multiple subtypes for tickets related to access issues:\\n\\n```\\n```\\n1 subtype:Bug,Events access",
-        "title": "Search | Computer by DevRev | DevRev"
+        "id": "ART-1636_KNOWLEDGE_NODE-469",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue opportunity task ticket\\nResponse.\\n\\nThis endpoint returns an object.\\nworks list of objects\\nThe list of works.\\nShow 4 variants\\nnext_cursor string"
       },
       {
-        "id": "ART-1566_KNOWLEDGE_NODE-521",
-        "text": "response.\\n\\nticket.rev_org string Optional\\n\\nFilters for tickets that are associated with any of the provided Rev organizations.\\n\\nticket.severity enum Optional\\n\\nFilters for tickets with any of the provided severities.\\n\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\n\\nFilters for records with any of the provided SLA stages.\\n\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\n\\nFilters for tickets with any",
-        "title": "Transition (Beta) \u2014 DevRev | Docs"
+        "id": "ART-1655_KNOWLEDGE_NODE-458",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue opportunity task ticket\\nResponse.\\n\\nThis endpoint returns an object.\\nworks list of objects\\nThe list of works.\\nShow 4 variants\\nnext_cursor string"
       },
       {
-        "id": "ART-15664_KNOWLEDGE_NODE-14",
-        "text": "> | \"leaf_type\": \"issue\", |\\n| > | \"subtype\": \"social_media\" |\\n| > | } |\\n| > | ], |\\n| > | \"target_types\": [ |\\n| > | { |\\n| > | \"leaf_type\": \"ticket\" |\\n| > | } |\\n| > | ], |\\n| > | \"forward_name\": \"is related to\", |\\n| > | \"backward_name\": \"is related to\" |\\n| > | }\\' |\\n```\\n\\nThis configuration:\\n\\n* Allows issues of subtype \\xe2\\x80\\x9csocial\\\\_media\\xe2\\x80\\x9d to be linked to tickets\\n* Rejects attempts to link issues with no subtype or with other subtypes\\n\\n##### \\n\\nThe subtype",
-        "title": "Links | DevRev | Docs"
+        "id": "ART-1597_KNOWLEDGE_NODE-465",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue opportunity task ticket\\nResponse.\\n\\nThis endpoint returns an object.\\nworks list of objects\\nThe list of works.\\nShow 4 variants\\nnext_cursor string"
       },
       {
-        "id": "ART-5010_KNOWLEDGE_NODE-13",
-        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
-        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+        "id": "ART-1827_KNOWLEDGE_NODE-469",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue opportunity task ticket\\nResponse.\\n\\nThis endpoint returns an object.\\nworks list of objects\\nThe list of works.\\nShow 4 variants\\nnext_cursor string"
       },
       {
-        "id": "ART-2874_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+        "id": "ART-1566_KNOWLEDGE_NODE-508",
+        "title": "Transition (Beta) \u2014 DevRev | Docs",
+        "text": "values: breached completed paused running warning\\nticket.source_channel string Optional\\n\\nFilters for tickets with any of the provided source channels.\\n\\nticket.subtype string Optional\\n\\nFilters for tickets with any of the provided subtypes.\\n\\ntype enum Optional\\n\\nFilters for work of the provided types.\\n\\nAllowed values: issue opportunity task ticket\\nResponse.\\n\\nThis endpoint returns an object.\\nworks list of objects\\n\\nThe resulting collection of work items.\\n\\nShow 4 variants\\nAPI"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-65",
-        "text": "conversion](/docs/product/conversation-ticket)[NextRouting](/docs/product/routing)\\n\\n#### On this page\\n\\n* [Attributes](#attributes)\\n* [Create a ticket](#create-a-ticket)\\n* [Tags](#tags)\\n* [Stages](#stages)\\n* [Subtypes](#subtypes)\\n* [Viewing attachments on tickets](#viewing-attachments-on-tickets)\\n* [Turing suggests](#turing-suggests)\\n* [Duplicate ticket merging](#duplicate-ticket-merging)\\n* [Merging guidelines](#merging-guidelines)\\n* [Merge settings](#merge-settings)\\n* [Merge",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-4133_KNOWLEDGE_NODE-20",
+        "title": "Update Incident | DevRev | Docs",
+        "text": "incident.\\n\\nsourcelongOptionalDeprecated\\n\\nSource of where the incident was created. Only sys users and\\nservice accounts are supposed to set this field.\\n\\n### Response\\n\\nSuccess.\\n\\nincidentobject\\n\\nShow 29 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page"
       }
     ]
   },
@@ -2860,54 +2860,54 @@
     "query": "Why would I use DevRev?",
     "retrievals": [
       {
-        "id": "ART-1487_KNOWLEDGE_NODE-7",
-        "text": "Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin",
-        "title": "Install DevRev CLI \u2014 DevRev | Docs"
+        "id": "ART-1700_KNOWLEDGE_NODE-5",
+        "title": "Uils elevates efficiency and innovation with DevRev",
+        "text": "idea conception with the design team to technological implementation and subsequent testing. By utilizing DevRev\\xe2\\x80\\x99s platform, Uils was able to connect to third-party products and tools and also implement powerful automation and digital assistance.\\n\\nDevRev\\xe2\\x80\\x99s ability to adapt and evolve with Uils\\xe2\\x80\\x99 needs was a significant advantage. The platform offered solutions that enhanced productivity, and the DevRev team provided quick responses and support for implementing"
       },
       {
-        "id": "ART-12989_KNOWLEDGE_NODE-6",
-        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
-        "title": "Activate Dev Users \u2014 DevRev | Docs"
+        "id": "ART-4175_KNOWLEDGE_NODE-3",
+        "title": "Computer for Builders: AI-Powered Product Dev | DevRev",
+        "text": "and reliable record for you.\\n\\n![]()\\n\\nDeliver on your most ambitious plans.\\n\\nTurn ideas into shipped products with speed and clarity as sprint planning, execution, and tracking all come together - minus the busywork.\\n\\n### Close the loop faster\\n\\nClose the loop faster\\n\\nBuilt-in automations keep work flowing by automatically assigning tasks, sending updates, and even resolving issues, so you stop chasing people or switching between tools.\\n\\n![]()\\n\\n### Anticipate what\\xe2\\x80\\x99s"
       },
       {
-        "id": "ART-17231_KNOWLEDGE_NODE-157",
-        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Supported DevRev object types | DevRev | Docs"
+        "id": "ART-1709_KNOWLEDGE_NODE-7",
+        "title": "ACC-qjz7ErXz - Mad Rewards: MadRewards uses DevRev\u2019s AI to modernize customer su",
+        "text": "Rewards wanted a system that worked out of the box and had easy integration options. _\\xe2\\x80\\x9c**We did not have the bandwidth amongst all our customer engagements to do in-house development to integrate into a platform.** \\xe2\\x80\\x9d _says Pradeep.\\n\\nDevRev\\xe2\\x80\\x99s wide range of add-on modules, also known as [Snap-ins](https://docs.devrev.ai/snapins), allows businesses to easily automate manual tasks and integrate the platform with the existing systems.\\n\\n**2\\\\. Easy migration:** As"
       },
       {
-        "id": "ART-1400_KNOWLEDGE_NODE-12",
-        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
-        "title": "Get Dev User \u2014 DevRev | Docs"
+        "id": "ART-4163_KNOWLEDGE_NODE-6",
+        "title": "Make development customer-centric with DevRev",
+        "text": "Demo](/request-a-demo)[Discover Airdrop](/airdrop)\\n\\n![]()\\n\\nSet up bidirectional syncs with your existing tools like Jira and GitHub so work is always updated in real-time and driven by code.\\n\\n###\\n\\nDevRev has centralized our workflow, enabling our engineers and PMs to remain on the pulse of real-time updates.\\xe2\\x80\\x9d\\n-----------------------------------------------------------------------------------------------------------------\\n\\n### Shikhar Agarwal\\n\\n### CTO, Spotnana\\n\\n[Read"
       },
       {
-        "id": "ART-13031_KNOWLEDGE_NODE-5",
-        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
-        "title": "Merge Rev Users \u2014 DevRev | Docs"
+        "id": "ART-1037_KNOWLEDGE_NODE-4",
+        "title": "Pixee powers its commitment to a stellar developer experience with DevRev",
+        "text": "us.\\n\\n![]()\\n\\nSurag PatelCo-Founder @ Pixee\\n\\nAs they learned more about DevRev, they got excited about making a commitment to the entire platform. Maximizing customer support is an important factor, but Pixee wanted to use DevRev to shape the culture of the company. For their users, who are primarily software developers, they want to provide visibility on the roadmap ahead, so they can drive the future evolution of the platform. For their team, they want to assure them that"
       },
       {
-        "id": "ART-12988_KNOWLEDGE_NODE-7",
-        "text": "DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram",
-        "title": "Get Dev Org \u2014 DevRev | Docs"
+        "id": "ART-1005_KNOWLEDGE_NODE-17",
+        "title": "Choosing the Right Systems For Your Startup",
+        "text": "integration for authentication\\n  Groups synchronization\\n  Customization\\n  Simplicity\\n\\n\\nWhat did we choose?\\nDevRev\\n\\nWhy did we choose this?\\nOne of the core pillars of the DevRev platform is work so we worked to build what we would eventually use. Previously, we had used JIRA for 10+ years at our previous companies, and while we could have used that when building DevRev, we decided to not as it would force us to build fast so we could start leveraging.\\n\\nWe currently run 100% of our"
       },
       {
-        "id": "ART-1487_KNOWLEDGE_NODE-10",
-        "text": "Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
-        "title": "Install DevRev CLI \u2014 DevRev | Docs"
+        "id": "ART-1037_KNOWLEDGE_NODE-8",
+        "title": "Pixee powers its commitment to a stellar developer experience with DevRev",
+        "text": "more productive. Part of that is consolidation of tools. There are a lot of various point solutions that do bits and pieces of little things that aren\\xe2\\x80\\x99t helpful because you need them to be connected together to get the full value of these elements.\\n\\n![]()\\n\\nSurag PatelCo-Founder @ Pixee\\n\\nTop features\\n------------\\n\\n**Customer-centric development**: DevRev is enhancing Pixee's ability to tie support tickets directly to the development process, ensuring efficient ticket"
       },
       {
-        "id": "ART-1487_KNOWLEDGE_NODE-8",
-        "text": "](https://www.linkedin.com/company/devrev)\\n  * [X (formerly Twitter)](https://twitter.com/devrev)\\n  * [Gr.ai.ce](https://devrev.ai/graice)\\n\\nLegal\\n\\n  * [Security](https://security.devrev.ai/)\\n  * [SLA](https://devrev.ai/legal/sla)\\n  * [DPA](https://devrev.ai/legal/dpa)\\n  * [Subprocessors](https://devrev.ai/security/sub-processors)\\n  * [Cookie Policy](https://devrev.ai/legal/cookie-policy)\\n  * [Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of",
-        "title": "Install DevRev CLI \u2014 DevRev | Docs"
+        "id": "ART-1037_KNOWLEDGE_NODE-14",
+        "title": "Pixee powers its commitment to a stellar developer experience with DevRev",
+        "text": "up team bandwidth to focus on key development and support areas.\\n\\nMoving forward\\n--------------\\n\\nPixee continues to roll out DevRev across their teams, keenly focusing on the minute details that elevate user experience and optimize developmental processes. The feedback loop provided by DevRev is not just a tool but an integrated component of Pixee\\xe2\\x80\\x99s operational and development strategy, ensuring that every line of code developed, every feature introduced, is tied to providing a"
       },
       {
-        "id": "ART-1487_KNOWLEDGE_NODE-11",
-        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
-        "title": "Install DevRev CLI \u2014 DevRev | Docs"
+        "id": "ART-1772_KNOWLEDGE_NODE-10",
+        "title": "Rocketium brings agility to product development through a unified platform",
+        "text": "monitoring\\n\\nAs a founder, it\\xe2\\x80\\x99s a huge benefit for me to be able to just log into DevRev and immediately see work that\\xe2\\x80\\x99s happening across product, engineering, and customer success. All our product and customer data is now aggregated within a single platform.\\n\\n![]()\\n\\nAnurag DwivediCo-founder and CEO - Rocketium\\n\\n### Looking ahead\\n\\nAnurag is excited about leveraging DevRev\\xe2\\x80\\x99s advanced AI features into Rocketium\\xe2\\x80\\x99s product development cycle."
       },
       {
-        "id": "ART-4096_KNOWLEDGE_NODE-14",
-        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
-        "title": "Create Rev User \u2014 DevRev | Docs"
+        "id": "ART-1037_KNOWLEDGE_NODE-7",
+        "title": "Pixee powers its commitment to a stellar developer experience with DevRev",
+        "text": "directly into the product. This aligns with Pixee's approach toward maintaining an efficient team, enabling them to be responsive to customer needs without inflating their operational requirements.\\n\\nThings that make us more effective and more productive are really important to us. We\\xe2\\x80\\x99re a nimble team and we need to be extremely efficient to achieve our aggressive goals while managing costs. For us, it comes down to what we can do from a tooling standpoint to make every individual"
       }
     ]
   },
@@ -2916,54 +2916,54 @@
     "query": "apply repeated multiple fields on tickets with one click",
     "retrievals": [
       {
-        "id": "ART-3107_KNOWLEDGE_NODE-24",
-        "text": "existing tickets](#triggering-tag-checks-for-existing-tickets)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[Ticket Tagger](/docs/automations/ticket-tagger)\\n\\nTicket tagger\\n=============\\n\\nThe **Ticket Tagger** is an automation tool designed to streamline ticket\\nmanagement. It automatically assigns appropriate tags to tickets based on the\\ntags of the contact or their account.\\n\\nKey features\\n------------\\n\\n* Automatically tags tickets created by",
-        "title": "Ticket Tagger | Automate | Snap-ins | DevRev"
+        "id": "ART-2874_KNOWLEDGE_NODE-25",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "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 Migrator** snap-in from the DevRev marketplace.\\n2. Select the workspace where you want to install the snap-in, confirm your selection, and click **Deploy snap-in**.\\n\\nConfiguration\\n-------------\\n\\n1. In DevRev, go to **Settings** > **Snap-ins**"
       },
       {
-        "id": "ART-6175_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Airtable | Automate | Snap-ins | DevRev"
-      },
-      {
-        "id": "ART-2874_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+        "id": "ART-2874_KNOWLEDGE_NODE-26",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "text": "> **Ticket Issue Field Migrator** > **Configure**.\\n2. Specify the **Field Names** to migrate values from the ticket to the issue when fields are empty or undefined.\\n3. Click **Save** and **Install** to complete the setup.\\n4. Link an issue to a ticket to begin the migration of values from the ticket fields to the issue fields.\\n5. After the migration process is complete, you will receive a summary message in the snap-in **Discussion** tab, informing you of the number of fields processed,"
       },
       {
-        "id": "ART-13083_KNOWLEDGE_NODE-13",
-        "text": "field migrator](/docs/automations/ticket-issue-field-migrator)\\n      * [Ticket Immutability](/docs/automations/ticket-immutability)\\n      * [Ticket email notifier](/docs/automations/ticket-email-notifier)\\n      * [Task tracker](/docs/automations/task-tracker)\\n      * [Ticket Tagger](/docs/automations/ticket-tagger)\\n      * [Tracxn sync](/docs/automations/tracxn-sync)\\n      * [User group validator](/docs/automations/user-group-validator)\\n      *",
-        "title": "| Automate | Snap-ins | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-62",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "up ticket.\\n\\nThe below fields would be copied on the new follow up ticket from the archived/immutable ticket:\\n\\n* Part\\n* Channel\\n* Account\\n* Workspace\\n* Reported by\\n* Description\\n* Title\\n* Channel specific custom fields\\n* Subtype\\n\\nThe follow up trigger is added in the workflows and admins configure the changes required on new follow up ticket, for example, copying of any other fields.\\n\\nInternal Tickets\\n----------------\\n\\nInternal tickets allow your team to create and manage"
       },
       {
-        "id": "ART-2874_KNOWLEDGE_NODE-26",
-        "text": "> **Ticket Issue Field Migrator** > **Configure**.\\n2. Specify the **Field Names** to migrate values from the ticket to the issue when fields are empty or undefined.\\n3. Click **Save** and **Install** to complete the setup.\\n4. Link an issue to a ticket to begin the migration of values from the ticket fields to the issue fields.\\n5. After the migration process is complete, you will receive a summary message in the snap-in **Discussion** tab, informing you of the number of fields processed,",
-        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+        "id": "ART-2874_KNOWLEDGE_NODE-24",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "text": "[Configuration](#configuration)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n\\nTicket issue field migrator\\n---------------------------\\n\\nThe Ticket issue field migration snap-in automates the transfer of custom field values from tickets to new linked issues in DevRev. It checks for empty or undefined fields and fills them with corresponding ticket values based on the field"
       },
       {
-        "id": "ART-2010_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "Bulk work item uploader | Automate | Snap-ins | DevRev"
+        "id": "ART-1957_KNOWLEDGE_NODE-32",
+        "title": "Object customization | Computer by DevRev | DevRev",
+        "text": "- **Value definitions**:\\n\\n         * **Allow multiple values**: Toggle this on if you want users to add multiple values instead of just one.\\n         * **Required field**: Toggle this on if you want to make it a required field. Required fields will have a red star which indicates that to create an object, this field needs to be filled.\\n         * **Default value**: Add a default value in the input so that it\\'s not empty. Users can change this value later.\\n         * **Placeholder"
       },
       {
-        "id": "ART-4185_KNOWLEDGE_NODE-15",
-        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n",
-        "title": "Ticket approval workflow | Automate | Snap-ins | DevRev"
+        "id": "ART-2874_KNOWLEDGE_NODE-0",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "text": "b'Ticket issue field migrator | Automate | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CMD`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-2874_KNOWLEDGE_NODE-10",
-        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -",
-        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-58",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "on the number of tickets that can be merged.\\n4. Review the automatic communication sent to primary and duplicate ticket owners (configurable in ticket preferences).\\n\\n### Post-merge conditions\\n\\n* The primary ticket retains all key fields (description, part, group, owner, creator, priority, stage), and the SLA remains unchanged.\\n* Events are updated to reflect all merge actions.\\n* Subscribers and reporters from duplicate tickets are added to the primary ticket.\\n* Linked objects from"
       },
       {
-        "id": "ART-2874_KNOWLEDGE_NODE-14",
-        "text": "Immutability](/docs/automations/ticket-immutability)\\n    - [Ticket email notifier](/docs/automations/ticket-email-notifier)\\n    - [Task tracker](/docs/automations/task-tracker)\\n    - [Ticket Tagger](/docs/automations/ticket-tagger)\\n    - [Tracxn sync](/docs/automations/tracxn-sync)\\n    - [User group validator](/docs/automations/user-group-validator)\\n    - [Work duration](/docs/automations/work-duration)\\n    - [Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    -",
-        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+        "id": "ART-2874_KNOWLEDGE_NODE-23",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Ticket issue field migrator](#ticket-issue-field-migrator)\\n* [Installation](#installation)\\n*"
       },
       {
         "id": "ART-2874_KNOWLEDGE_NODE-27",
-        "text": "updated, and not updated. If the fields specified in the configuration are not found, a notification will be provided in the **Discussion** tab.\\n\\n[PreviousTicket age in engineering](/docs/automations/ticket-age-in-engineering)[NextTicket Immutability](/docs/automations/ticket-immutability)\\n\\n#### On this page\\n\\n* [Ticket issue field migrator](#ticket-issue-field-migrator)\\n* [Installation](#installation)\\n* [Configuration](#configuration)\\n\\n[Enterprise grade security to protect customer",
-        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "text": "updated, and not updated. If the fields specified in the configuration are not found, a notification will be provided in the **Discussion** tab.\\n\\n[PreviousTicket age in engineering](/docs/automations/ticket-age-in-engineering)[NextTicket Immutability](/docs/automations/ticket-immutability)\\n\\n#### On this page\\n\\n* [Ticket issue field migrator](#ticket-issue-field-migrator)\\n* [Installation](#installation)\\n* [Configuration](#configuration)\\n\\n[Enterprise grade security to protect customer"
+      },
+      {
+        "id": "ART-2874_KNOWLEDGE_NODE-15",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n"
       }
     ]
   },
@@ -2972,54 +2972,54 @@
     "query": "configure contact to open ticket in different workspace",
     "retrievals": [
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-55",
-        "text": "centralized in one location. This ticket not only retains the most comprehensive data but also acts as the focal point for tracking the progress of the customer's issue.\\n\\n### Merging guidelines\\n\\nTo ensure consistency and accuracy in the merging process, apply these guidelines when determining eligible tickets for merging:\\n\\n* Same workspace: All selected tickets must belong to the same customer workspace or have no workspace.\\n* Matching reporters: All selected tickets must have the same",
-        "title": "Tickets | Computer for Support Teams | DevRev"
-      },
-      {
-        "id": "ART-1978_KNOWLEDGE_NODE-41",
-        "text": "If no such contact is found, JIT provisioning automatically creates a user account, allowing immediate access to the portal. This means users can sign up and log in without manual contact creation within the app.\\n* **Existing contacts without mapped accounts**: If a user is already a contact within the app but does not have a mapped account, they can still log in and create a ticket. In this scenario, the login is performed under the default workspace assigned to the contact.\\n* **Account",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-16264_KNOWLEDGE_NODE-29",
+        "title": "June 2025 | Changelog | DevRev",
+        "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\\n  + If all selected users within the **Reported By** field belong to the same workspace, the **Workspace** field remains unchanged.\\n  + If users are from different workspaces, the **Workspace** field is emptied, while the **Account** field"
       },
       {
         "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 other attributes for the ticket: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the ticket; select the workspace that the ticket pertains to.\\n6. If there are",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "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 other attributes for the ticket: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the ticket; select the workspace that the ticket pertains to.\\n6. If there are"
       },
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-17",
-        "text": "* [Email snap-in configuration](/docs/integrations/email-config)\\n    - [Exotel](/docs/integrations/exotel)\\n    - [Slack](/docs/integrations/slack)\\n    - [WhatsApp](/docs/integrations/whatsapp)\\n    - [GitHub](/docs/integrations/github)\\n    - [GitLab](/docs/integrations/gitlab)\\n    - [Harness](/docs/integrations/harness)\\n    - [Marker.io](/docs/integrations/marker-io)\\n    - [Instabug](/docs/integrations/instabug)\\n    - [Qase](/docs/integrations/qase)\\n    - [Tracxn",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-30",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "the ticket was created.\\n* **Modified date**: The date the ticket was last modified.\\n* **Tags**: Tags are used to categorize tickets.\\n* **Customer workspace**: The workspace that the ticket pertains to. You can create a new account or workspace if it doesn't exist.\\n* **Target close date**: The date by which the issue is expected to be resolved.\\n* **Modified by**: The user who last modified the ticket.\\n* **Reported by**: Which customer is experiencing the issue. When a ticket is created"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-30",
-        "text": "the ticket was created.\\n* **Modified date**: The date the ticket was last modified.\\n* **Tags**: Tags are used to categorize tickets.\\n* **Customer workspace**: The workspace that the ticket pertains to. You can create a new account or workspace if it doesn't exist.\\n* **Target close date**: The date by which the issue is expected to be resolved.\\n* **Modified by**: The user who last modified the ticket.\\n* **Reported by**: Which customer is experiencing the issue. When a ticket is created",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-16264_KNOWLEDGE_NODE-28",
+        "title": "June 2025 | Changelog | DevRev",
+        "text": "**Account** and **Reported By**. This provides a more streamlined approach to managing customer data.\\n* **Automatic workspace display:** When a ticket reporter is associated with a specific workspace within an account, adding that user to the **Reported By** field will automatically reveal three fields: **Account**, **Workspace**, and **Reported By**.\\n* **Dynamic user listing:**\\n\\n  + Upon selection of an account, the **Reported By** list is filtered to show only users associated with that"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-62",
-        "text": "up ticket.\\n\\nThe below fields would be copied on the new follow up ticket from the archived/immutable ticket:\\n\\n* Part\\n* Channel\\n* Account\\n* Workspace\\n* Reported by\\n* Description\\n* Title\\n* Channel specific custom fields\\n* Subtype\\n\\nThe follow up trigger is added in the workflows and admins configure the changes required on new follow up ticket, for example, copying of any other fields.\\n\\nInternal Tickets\\n----------------\\n\\nInternal tickets allow your team to create and manage",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-32",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "**Reported by** field, first choose the corresponding account and workspace in the **Customer** attribute. After this selection, the contact's name will appear in the **Reported by** list.\\n* **Email members**: Participants in the ongoing email thread, dependent on the last email. This attribute automatically updates based on the last email sent from or received on DevRev.\\n\\n![]()\\n\\nAdding members to **Email members** also adds them to the **Reported by** field. Removing members from **Email"
       },
       {
         "id": "ART-1947_KNOWLEDGE_NODE-28",
-        "text": "members from your own workspace and other members from the user\\'s workspace without starting a new thread or email chain. Because there can be many tickets attached to a single conversation, there is no need to start a new thread for new topics either.\\n\\nWe recommend closing the conversation whenever you feel the interaction has reached a natural end. Closing the conversation does not close the tickets and your external users are still able to see them in the widget.\\n\\nTickets\\n-------\\n\\nA",
-        "title": "Apps | Computer by DevRev | DevRev"
+        "title": "Apps | Computer by DevRev | DevRev",
+        "text": "members from your own workspace and other members from the user\\'s workspace without starting a new thread or email chain. Because there can be many tickets attached to a single conversation, there is no need to start a new thread for new topics either.\\n\\nWe recommend closing the conversation whenever you feel the interaction has reached a natural end. Closing the conversation does not close the tickets and your external users are still able to see them in the widget.\\n\\nTickets\\n-------\\n\\nA"
       },
       {
-        "id": "ART-2002_KNOWLEDGE_NODE-25",
-        "text": "about the customer initiating the conversation. Similarly, tickets on DevRev can capture who the ticket was reported by (or reported for).\\n\\nConcepts\\n--------\\n\\nCustomer identity in DevRev includes the following important constructs:\\n\\n* **External User/contact**: Your end user or customer or users associated with organization Accounts or Workspaces.\\n* **Account/workspace**: Any logical grouping that an external user is part of. It could represent a customer account for your B2B product",
-        "title": "Contacts | Computer for Growth Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-55",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "centralized in one location. This ticket not only retains the most comprehensive data but also acts as the focal point for tracking the progress of the customer's issue.\\n\\n### Merging guidelines\\n\\nTo ensure consistency and accuracy in the merging process, apply these guidelines when determining eligible tickets for merging:\\n\\n* Same workspace: All selected tickets must belong to the same customer workspace or have no workspace.\\n* Matching reporters: All selected tickets must have the same"
       },
       {
-        "id": "ART-1981_KNOWLEDGE_NODE-30",
-        "text": "conversation of which you are not the owner, let the owner know to respond. It's beneficial to retain the same point of contact for the duration of the conversation unless the owner refers some another user.\\n* If the conversation has a customer org that's unidentified or is new, add yourself (the customer experience engineer) as the owner of the ticket. Try to find the appropriate owner for the customer org and update the customer record accordingly.\\n* Change the stage of the conversation to",
-        "title": "Support best practices | Computer for Support Teams | DevRev"
+        "id": "ART-2000_KNOWLEDGE_NODE-31",
+        "title": "Accounts | Computer for Growth Teams | DevRev",
+        "text": "domain. If none is specified, a system-generated identifier is assigned to the account.\\n\\n![]()\\n\\nFor ingestion channels where providing an external reference isn't possible, the system relies on custom logic to identify and match incoming customer identity.\\n\\n> Example: The Slack and Email integration uses a combination of the customer email and workspace domain\\\\_name values. WhatsApp uses the WhatsApp number and associated name.\\n\\nAdd a workspace\\n---------------\\n\\nTo add a workspace to"
       },
       {
         "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 | Update ticket |\\n|  | ID: Ticket created > Output > ID |\\n|  | Group > Output > ID |\\n|  | Owned by > Set: Pick user > Output > User |\\n\\nOrgs can set up pull-based routing by updating the group instead of the user ID in the workflow illustrated",
-        "title": "Routing | Computer for Support Teams | DevRev"
+        "title": "Routing | Computer for Support Teams | DevRev",
+        "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 | Update ticket |\\n|  | ID: Ticket created > Output > ID |\\n|  | Group > Output > ID |\\n|  | Owned by > Set: Pick user > Output > User |\\n\\nOrgs can set up pull-based routing by updating the group instead of the user ID in the workflow illustrated"
+      },
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-39",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "here are treated as new support tickets.\\n* **Conversations**: These addresses trigger conversations (not tickets).\\n\\n> Example: Use sales@yourcompany.com for general inquiries and help@yourcompany.com for support.\\n\\n### Step 4: Set the Default Part and Owner\\n\\n* Select the **default part** of your product for categorizing tickets.\\n* Assign a **default owner** (for example, a support lead or queue manager) for incoming tickets.\\n\\n### Step 5: Personalization settings\\n\\n| Setting |"
       }
     ]
   },
@@ -3028,54 +3028,54 @@
     "query": "link an agent with the search agent so that the search agent can ask the other agent",
     "retrievals": [
       {
-        "id": "ART-2897_KNOWLEDGE_NODE-20",
-        "text": "agent is currently open or closed.\\n\\n[code]\\n\\n    1| window.plugSDK.isSearchAgentOpen  \\n    ---|---\\n[/code]  \\n  \\nThis returns `true` if the search agent is open and `false` if it is closed.\\n\\n## Prefill search query in search agent\\n\\nUse the `prefillSearchQuery` method to prefill a search query when opening and initializing the search agent.\\n\\n[code]\\n\\n    1| window.plugSDK.prefillSearchQuery(\"search_query\");  \\n    ---|---\\n[/code]  \\n  \\n## Add session properties\\n\\nThe",
-        "title": "Methods \u2014 DevRev | Docs"
+        "id": "ART-4090_KNOWLEDGE_NODE-13",
+        "title": "Create Link \u2014 DevRev | Docs",
+        "text": "[Subprocessors](https://devrev.ai/security/sub-processors)\\n  * [Cookie Policy](https://devrev.ai/legal/cookie-policy)\\n  * [Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational"
       },
       {
-        "id": "ART-15509_KNOWLEDGE_NODE-19",
-        "text": "status\\n-------------------------\\n\\nUse `isSearchAgentOpen` to determine whether the search agent is currently open or closed.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | window.plugSDK.isSearchAgentOpen |\\n```\\n\\nThis returns `true` if the search agent is open and `false` if it is closed.\\n\\nPrefill search query in search agent\\n------------------------------------\\n\\nUse the `prefillSearchQuery` method to prefill a search query when opening and initializing the search agent.\\n\\n```\\n|  |  |\\n| ---",
-        "title": "Methods | DevRev | Docs"
+        "id": "ART-12994_KNOWLEDGE_NODE-16",
+        "title": "Link Dev Users Identities \u2014 DevRev | Docs",
+        "text": "AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'"
       },
       {
-        "id": "ART-1466_KNOWLEDGE_NODE-27",
-        "text": "Toggle search agent.\\n\\nThe toggleSearchAgent method allows you to control the visibility of the search agent.\\n\\nIf no input is provided, the method toggles the search bar: opening it if it\\xe2\\x80\\x99s closed, and closing it if it\\xe2\\x80\\x99s open.\\n\\n1 window. plugSDK. toggleSearchAgent ( true ) ; Prefill search query in search agent.\\n\\nUse the prefillSearchQuery method to prefill a search query when opening and initializing the search agent.\\n\\n1 window. plugSDK. prefillSearchQuery ( \"",
-        "title": "Methods \u2014 DevRev | Docs"
+        "id": "ART-4093_KNOWLEDGE_NODE-12",
+        "title": "Get Link (POST) \u2014 DevRev | Docs",
+        "text": "AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  *"
       },
       {
-        "id": "ART-1466_KNOWLEDGE_NODE-26",
-        "text": "agent.\\n\\nCalling the initSearchAgent() method sets up the PLuG search agent on your website. This initialization is required before performing any other actions with the PLuG widget SDK.\\n\\n1 useEffect ( () => { 2 window. plugSDK. init ( { 3 app_id : \\' <your_unique_app_id> \\' , 4 disable_plug_chat_window : true , 5 } ) ; 6 7 window. plugSDK. onEvent ( ( payload ) => { 8 if ( payload. type === \\' ON_PLUG_WIDGET_READY \\' ) { 9 window. plugSDK. initSearchAgent () ; 10 } 11 } ) ; 12 } , []) ;",
-        "title": "Methods \u2014 DevRev | Docs"
+        "id": "ART-4059_KNOWLEDGE_NODE-9",
+        "title": "Update Dev Orgs Auth Connection \u2014 DevRev | Docs",
+        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev"
       },
       {
-        "id": "ART-2897_KNOWLEDGE_NODE-19",
-        "text": "10|     }  \\n    11|   });  \\n    12| }, []);\\n[/code]  \\n  \\n## Toggle search agent\\n\\nThe `toggleSearchAgent` method allows you to control the visibility of the search agent.\\n\\nIf no input is provided, the method toggles the search bar: opening it if it\\xe2\\x80\\x99s closed, and closing it if it\\xe2\\x80\\x99s open.\\n\\n[code]\\n\\n    1| window.plugSDK.toggleSearchAgent(true);  \\n    ---|---\\n[/code]  \\n  \\n## Check Search Agent status\\n\\nUse `isSearchAgentOpen` to determine whether the search",
-        "title": "Methods \u2014 DevRev | Docs"
+        "id": "ART-12445_KNOWLEDGE_NODE-13",
+        "title": "Replace Links \u2014 DevRev | Docs",
+        "text": "[Subprocessors](https://devrev.ai/security/sub-processors)\\n  * [Cookie Policy](https://devrev.ai/legal/cookie-policy)\\n  * [Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational"
       },
       {
-        "id": "ART-15509_KNOWLEDGE_NODE-18",
-        "text": "window.plugSDK.initSearchAgent(); |\\n| 10 | } |\\n| 11 | }); |\\n| 12 | }, []); |\\n```\\n\\nToggle search agent\\n-------------------\\n\\nThe `toggleSearchAgent` method allows you to control the visibility of the search agent.\\n\\nIf no input is provided, the method toggles the search bar: opening it if it\\xe2\\x80\\x99s closed, and closing it if it\\xe2\\x80\\x99s open.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | window.plugSDK.toggleSearchAgent(true); |\\n```\\n\\nCheck Search Agent",
-        "title": "Methods | DevRev | Docs"
+        "id": "ART-4095_KNOWLEDGE_NODE-14",
+        "title": "List Links (POST) \u2014 DevRev | Docs",
+        "text": "[Subprocessors](https://devrev.ai/security/sub-processors)\\n  * [Cookie Policy](https://devrev.ai/legal/cookie-policy)\\n  * [Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational"
       },
       {
-        "id": "ART-15490_KNOWLEDGE_NODE-5",
-        "text": "shared any information.\\n\\nAfter integrating the Plug widget, you can personalize and contextualize customer engagement. Learn how to [identify your customers](/sdks/web/user-identity) and update their information.\\n\\nBind a hotkey to toggle search agent\\n------------------------------------\\n\\nYou can bind the `toggleSearchAgent` method to a hotkey, such as `Cmd + K` (or `Ctrl + K` for Windows), to toggle the search agent. Here\\xe2\\x80\\x99s an example implementation:\\n\\n###### Setup\\n\\n######",
-        "title": "Install Plug search | DevRev | Docs"
+        "id": "ART-1372_KNOWLEDGE_NODE-9",
+        "title": "Locate Artifacts (POST) \u2014 DevRev | Docs",
+        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'"
       },
       {
-        "id": "ART-15509_KNOWLEDGE_NODE-1",
-        "text": "conversation](/sdks/web/methods#start-conversation)\\n* [Shutdown](/sdks/web/methods#shutdown)\\n* [Initialize the search agent](/sdks/web/methods#initialize-the-search-agent)\\n* [Toggle search agent](/sdks/web/methods#toggle-search-agent)\\n* [Check Search Agent status](/sdks/web/methods#check-search-agent-status)\\n* [Prefill search query in search agent](/sdks/web/methods#prefill-search-query-in-search-agent)\\n* [Add session properties](/sdks/web/methods#add-session-properties)\\n* [Get session",
-        "title": "Methods | DevRev | Docs"
+        "id": "ART-13044_KNOWLEDGE_NODE-13",
+        "title": "Control Web Crawler Jobs \u2014 DevRev | Docs",
+        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'"
       },
       {
-        "id": "ART-2894_KNOWLEDGE_NODE-4",
-        "text": "2|     window.plugSDK.init({  \\n    3|         app_id: \\'<your_unique_app_id>\\',  \\n    4|         disable_plug_chat_window: true,  \\n    5|     });  \\n    6|   \\n    7|     window.plugSDK.onEvent((payload) => {  \\n    8|     if (payload.type === \\'ON_PLUG_WIDGET_READY\\') {  \\n    9|         window.plugSDK.initSearchAgent();  \\n    10|     }  \\n    11|     });  \\n    12| </script>\\n[/code]  \\n  \\nTo toggle `searchAgent`, call the following method on any event required:\\n\\n[code]\\n\\n",
-        "title": "Install PLuG search \u2014 DevRev | Docs"
+        "id": "ART-13045_KNOWLEDGE_NODE-12",
+        "title": "Get Web Crawler Job \u2014 DevRev | Docs",
+        "text": "[Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational"
       },
       {
-        "id": "ART-4090_KNOWLEDGE_NODE-13",
-        "text": "[Subprocessors](https://devrev.ai/security/sub-processors)\\n  * [Cookie Policy](https://devrev.ai/legal/cookie-policy)\\n  * [Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational",
-        "title": "Create Link \u2014 DevRev | Docs"
+        "id": "ART-1442_KNOWLEDGE_NODE-23",
+        "title": "Get Work \u2014 DevRev | Docs",
+        "text": "[Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational"
       }
     ]
   },
@@ -3085,53 +3085,53 @@
     "retrievals": [
       {
         "id": "ART-2666_KNOWLEDGE_NODE-27",
-        "text": "DevRev's left navigation is designed to provide a more customizable and intuitive navigation experience. This update introduces new sections for better organization, enhanced customization capabilities, and a dedicated **Explore** page for managing views, dashboards, and sprint boards.\\n\\nWhen existing users log in, a prompt appears to guide them in migrating to the new left navigation. Follow the on-screen instructions to complete the migration and begin customizing your experience.\\n\\n## Key",
-        "title": "October 5: Left navigation | Changelog | DevRev"
+        "title": "October 5: Left navigation | Changelog | DevRev",
+        "text": "DevRev's left navigation is designed to provide a more customizable and intuitive navigation experience. This update introduces new sections for better organization, enhanced customization capabilities, and a dedicated **Explore** page for managing views, dashboards, and sprint boards.\\n\\nWhen existing users log in, a prompt appears to guide them in migrating to the new left navigation. Follow the on-screen instructions to complete the migration and begin customizing your experience.\\n\\n## Key"
       },
       {
-        "id": "ART-1944_KNOWLEDGE_NODE-0",
-        "text": "b\"Product Platform Solutions Marketplace Company Resources Pricing\\n\\nLogin Book a demo\\nProduct Platform Solutions Marketplace Company Resources Pricing\\nLogin Book a demo\\nSearch CTRL + K\\n\\nIntroduction AgentOS platform\\n\\nCore concepts Apps Groups Parts & trails Vistas Vista Reports\\nTasks Updates Customer email notifications Roles Default privileges by group\\nAccess control Object customization Glossary Search People insights Workflow Templates Accessing DevRev External identity provider",
-        "title": "DevRev Documentation"
+        "id": "ART-2666_KNOWLEDGE_NODE-0",
+        "title": "October 5: Left navigation | Changelog | DevRev",
+        "text": "b\"[](/)\\n\\n  * Product\\n  * Platform\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * Pricing\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\n[](/)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\nPricing __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL` \\\\+ `K`\\n\\n  * [Introduction](/docs)\\n  * [AgentOS platform](/docs/intro)\\n\\n    * [Core concepts](/docs/product/core)\\n    *"
       },
       {
         "id": "ART-2666_KNOWLEDGE_NODE-26",
-        "text": "[Developer](https://developer.devrev.ai/)\\n  * [DevRevU](/docs/DevRevU)\\n\\n    * [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n  * Key changes\\n  * New navigation sections\\n  * Explore the section for boards and views\\n  * Search and filter options in Explore\\n  * Pinning and unpinning views\\n  * Recents section\\n\\n  1. [Documentation](/docs)\\n  2.   3. [Changelog](/docs/changelog)\\n  4. [October 5: Left navigation](/docs/product/left-navigation)\\n\\n# Left navigation\\n\\nThe updated",
-        "title": "October 5: Left navigation | Changelog | DevRev"
+        "title": "October 5: Left navigation | Changelog | DevRev",
+        "text": "[Developer](https://developer.devrev.ai/)\\n  * [DevRevU](/docs/DevRevU)\\n\\n    * [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n  * Key changes\\n  * New navigation sections\\n  * Explore the section for boards and views\\n  * Search and filter options in Explore\\n  * Pinning and unpinning views\\n  * Recents section\\n\\n  1. [Documentation](/docs)\\n  2.   3. [Changelog](/docs/changelog)\\n  4. [October 5: Left navigation](/docs/product/left-navigation)\\n\\n# Left navigation\\n\\nThe updated"
       },
       {
-        "id": "ART-2666_KNOWLEDGE_NODE-0",
-        "text": "b\"[](/)\\n\\n  * Product\\n  * Platform\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * Pricing\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\n[](/)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\nPricing __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL` \\\\+ `K`\\n\\n  * [Introduction](/docs)\\n  * [AgentOS platform](/docs/intro)\\n\\n    * [Core concepts](/docs/product/core)\\n    *",
-        "title": "October 5: Left navigation | Changelog | DevRev"
+        "id": "ART-12454_KNOWLEDGE_NODE-6",
+        "title": "Quickstart guide for React Native \u2014 DevRev | Docs",
+        "text": "* [Build](https://devrev.ai/build)\\n  * [Support](https://devrev.ai/support)\\n  * [Search](https://devrev.ai/search)\\n  * [PLuG - User Engagement](https://devrev.ai/plug-user-engagement)\\n  * [PLuG - User Observability](https://devrev.ai/plug-observability)\\n  * [Marketplace](https://marketplace.devrev.ai/)\\n\\nPlatform\\n\\n  * [Airdrop](https://devrev.ai/airdrop)\\n  * [Analytics](https://devrev.ai/analytics)\\n  * [Workflow Engine](https://devrev.ai/workflow-engine)\\n  * [Turing"
       },
       {
-        "id": "ART-12450_KNOWLEDGE_NODE-7",
-        "text": "page helpful?YesNo\\n\\n[FeaturesUp Next](/public/sdks/ios/features)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  * [Support](https://devrev.ai/support)\\n  * [Search](https://devrev.ai/search)\\n  * [PLuG - User",
-        "title": "Quickstart guide \u2014 DevRev | Docs"
+        "id": "ART-16615_KNOWLEDGE_NODE-0",
+        "title": "Board view | Vistas | Computer by DevRev | DevRev",
+        "text": "b\"Board view | Vistas | Computer by DevRev | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CMD`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +"
       },
       {
-        "id": "ART-2666_KNOWLEDGE_NODE-28",
-        "text": "changes\\n\\n### New navigation sections\\n\\nThe updated left navigation includes the following sections:\\n\\n  * **Work**\\n  * **Product**\\n  * **Customer**\\n  * **People**\\n\\nThese new sections replace the former categories of **Build** , **Product** , **Support** , and **Grow** , offering a more personalized user experience. You can set defaults based on your primary application preferences and add custom views to these sections for easier access.\\n\\n### Explore the section for boards and",
-        "title": "October 5: Left navigation | Changelog | DevRev"
+        "id": "ART-1960_KNOWLEDGE_NODE-0",
+        "title": "Glossary | Computer by DevRev | DevRev",
+        "text": "b'Glossary | Computer by DevRev | DevRev\\n\\n* Product\\n* Platform\\n* Marketplace\\n* Company\\n* Resources\\n* Pricing\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nProduct\\n\\nPlatform\\n\\nMarketplace\\n\\nCompany\\n\\nResources\\n\\nPricing\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CMD`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  +"
       },
       {
         "id": "ART-15498_KNOWLEDGE_NODE-8",
-        "text": "helpful?\\n\\nYesNo\\n\\n[Previous](/sdks/web/migration)[#### Features\\n\\nNext](/sdks/android/features)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Quickstart guide | DevRev | Docs"
+        "title": "Quickstart guide | DevRev | Docs",
+        "text": "helpful?\\n\\nYesNo\\n\\n[Previous](/sdks/web/migration)[#### Features\\n\\nNext](/sdks/android/features)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-2662_KNOWLEDGE_NODE-1",
-        "text": "[Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  + [Object",
-        "title": "DevRev Documentation"
+        "id": "ART-15515_KNOWLEDGE_NODE-51",
+        "title": "Features | DevRev | Docs",
+        "text": "guide\\n\\nNext](/sdks/ios/migration-guide)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-2662_KNOWLEDGE_NODE-0",
-        "text": "b'DevRev Documentation\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  + [Groups](/docs/product/groups)\\n  +",
-        "title": "DevRev Documentation"
+        "id": "ART-15519_KNOWLEDGE_NODE-4",
+        "title": "Quickstart guide | DevRev | Docs",
+        "text": "helpful?\\n\\nYesNo\\n\\n[Previous](/sdks/react-native/troubleshooting)[#### Features\\n\\nNext](/sdks/cordova/features)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-12461_KNOWLEDGE_NODE-0",
-        "text": "b'[](/public/sdks/cordova/quickstart)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
-        "title": "Quickstart guide \u2014 DevRev | Docs"
+        "id": "ART-16579_KNOWLEDGE_NODE-44",
+        "title": "Features | DevRev | Docs",
+        "text": "guide\\n\\nNext](/sdks/flutter/migration-guide)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       }
     ]
   },
@@ -3140,54 +3140,54 @@
     "query": "common causes of Bad_Request error in DevRev",
     "retrievals": [
       {
-        "id": "ART-1364_KNOWLEDGE_NODE-3",
-        "text": "\\n`429`| `Too Many Requests`| The user is currently throttled due to exceeding their permitted rate limit. The `Retry-After` response header contains the number of seconds before the user should retry.  \\n`500`| `Internal Server Error`| An internal error was encountered in the handling of the request which couldn\\xe2\\x80\\x99t be processed to completion. DevRev is automatically alerted to any occurrence of this error. The user should retry after a short delay and contact DevRev support if the",
-        "title": "Errors \u2014 DevRev | Docs"
+        "id": "ART-1364_KNOWLEDGE_NODE-2",
+        "title": "Errors \u2014 DevRev | Docs",
+        "text": "{\"message\":\"route not found\"}\\n[/code]  \\n  \\nStatus Code| Status| Description  \\n---|---|---  \\n`400`| `Bad Request`| The request was malformed or contained invalid arguments.  \\n`401`| `Unauthorized`| The user attempted to access an endpoint that requires authentication and no credentials were provided or their validation failed.  \\n`403`| `Forbidden`| The user isn\\xe2\\x80\\x99t authorized to perform the requested action.  \\n`404`| `Not Found`| The requested endpoint doesn\\xe2\\x80\\x99t exist."
       },
       {
-        "id": "ART-15376_KNOWLEDGE_NODE-3",
-        "text": "request to merge Dev users.\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/dev-users/list-post)[#### Self Dev User\\n\\nNext](/api-reference/dev-users/self)[Built",
-        "title": "Merge Dev Users | DevRev | Docs"
+        "id": "ART-1174_KNOWLEDGE_NODE-2",
+        "title": "Errors | DevRev | Docs",
+        "text": "HTTP/1.1 404 Not Found |\\n| Content-Type: application/json |\\n| Content-Length: 29 |\\n| {\"message\":\"route not found\"} |\\n```\\n\\n| Status Code | Status | Description |\\n| --- | --- | --- |\\n| `400` | `Bad Request` | The request was malformed or contained invalid arguments. |\\n| `401` | `Unauthorized` | The user attempted to access an endpoint that requires authentication and no credentials were provided or their validation failed. |\\n| `403` | `Forbidden` | The user isn\\xe2\\x80\\x99t authorized"
       },
       {
-        "id": "ART-1204_KNOWLEDGE_NODE-9",
-        "text": "Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/dev-users/get)[#### Link Dev Users Identities\\n\\nNext](/api-reference/dev-users/identities-link)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Get Dev User (POST) | DevRev | Docs"
+        "id": "ART-1364_KNOWLEDGE_NODE-3",
+        "title": "Errors \u2014 DevRev | Docs",
+        "text": "\\n`429`| `Too Many Requests`| The user is currently throttled due to exceeding their permitted rate limit. The `Retry-After` response header contains the number of seconds before the user should retry.  \\n`500`| `Internal Server Error`| An internal error was encountered in the handling of the request which couldn\\xe2\\x80\\x99t be processed to completion. DevRev is automatically alerted to any occurrence of this error. The user should retry after a short delay and contact DevRev support if the"
       },
       {
-        "id": "ART-15449_KNOWLEDGE_NODE-3",
-        "text": "Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/rev-users/list-post)[#### Scan Rev Users\\n\\nNext](/api-reference/rev-users/scan)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Merge Rev Users | DevRev | Docs"
+        "id": "ART-1182_KNOWLEDGE_NODE-3",
+        "title": "Locate Artifacts (POST) | DevRev | Docs",
+        "text": "Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/artifacts/locate)[#### Prepare Artifacts\\n\\nNext](/api-reference/artifacts/prepare)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-1364_KNOWLEDGE_NODE-2",
-        "text": "{\"message\":\"route not found\"}\\n[/code]  \\n  \\nStatus Code| Status| Description  \\n---|---|---  \\n`400`| `Bad Request`| The request was malformed or contained invalid arguments.  \\n`401`| `Unauthorized`| The user attempted to access an endpoint that requires authentication and no credentials were provided or their validation failed.  \\n`403`| `Forbidden`| The user isn\\xe2\\x80\\x99t authorized to perform the requested action.  \\n`404`| `Not Found`| The requested endpoint doesn\\xe2\\x80\\x99t exist.",
-        "title": "Errors \u2014 DevRev | Docs"
+        "id": "ART-15314_KNOWLEDGE_NODE-8",
+        "title": "Create Command | DevRev | Docs",
+        "text": "Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/code-changes/update)[#### Get Command\\n\\nNext](/api-reference/commands/get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-15440_KNOWLEDGE_NODE-9",
-        "text": "Error\\n\\n409\\n\\nConflict Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/rev-users/scan-post)[#### Create Service Account\\n\\nNext](/api-reference/service-accounts/create)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Update Rev User | DevRev | Docs"
+        "id": "ART-1206_KNOWLEDGE_NODE-12",
+        "title": "List Dev Users (POST) | DevRev | Docs",
+        "text": "elements exist.\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/dev-users/list)[#### Merge Dev Users\\n\\nNext](/api-reference/dev-users/merge)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-4097_KNOWLEDGE_NODE-1",
-        "text": "Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nPOST\\n\\n/rev-users.delete\\n\\n[code]\\n\\n    $| curl -X POST https://api.devrev.ai/rev-users.delete \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\" \\\\  \\n    >|      -H \"Content-Type: application/json\" \\\\  \\n    >|      -d \\'{  \\n    >|   \"id\": \"foo\"  \\n    >| }\\'\\n[/code]  \\n  \\nTry",
-        "title": "Delete Rev User \u2014 DevRev | Docs"
+        "id": "ART-15376_KNOWLEDGE_NODE-3",
+        "title": "Merge Dev Users | DevRev | Docs",
+        "text": "request to merge Dev users.\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/dev-users/list-post)[#### Self Dev User\\n\\nNext](/api-reference/dev-users/self)[Built"
       },
       {
-        "id": "ART-1213_KNOWLEDGE_NODE-5",
-        "text": "properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/rev-orgs/delete)[#### Get Rev Org (POST)\\n\\nNext](/api-reference/rev-orgs/get-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Get Rev Org | DevRev | Docs"
+        "id": "ART-1174_KNOWLEDGE_NODE-3",
+        "title": "Errors | DevRev | Docs",
+        "text": "to perform the requested action. |\\n| `404` | `Not Found` | The requested endpoint doesn\\xe2\\x80\\x99t exist. |\\n| `429` | `Too Many Requests` | The user is currently throttled due to exceeding their permitted rate limit. The `Retry-After` response header contains the number of seconds before the user should retry. |\\n| `500` | `Internal Server Error` | An internal error was encountered in the handling of the request which couldn\\xe2\\x80\\x99t be processed to completion. DevRev is automatically"
       },
       {
-        "id": "ART-15314_KNOWLEDGE_NODE-8",
-        "text": "Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/code-changes/update)[#### Get Command\\n\\nNext](/api-reference/commands/get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Create Command | DevRev | Docs"
+        "id": "ART-15307_KNOWLEDGE_NODE-7",
+        "title": "List Code Changes | DevRev | Docs",
+        "text": "Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/code-changes/get-post)[#### List Code Changes (POST)\\n\\nNext](/api-reference/code-changes/list-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-1205_KNOWLEDGE_NODE-11",
-        "text": "Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/dev-users/identities-unlink)[#### List Dev Users (POST)\\n\\nNext](/api-reference/dev-users/list-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "List Dev Users | DevRev | Docs"
+        "id": "ART-15506_KNOWLEDGE_NODE-15",
+        "title": "Identify your users with Plug | DevRev | Docs",
+        "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 Many Requests | Rate limit exceeded. | Implement request throttling or wait before retrying. |\\n| 500 Internal Server Error | Server encounters an unexpected error. | Wait and try again later. If the issue persists, contact support with the"
       }
     ]
   },
@@ -3196,54 +3196,54 @@
     "query": "associate multiple workspaces to a contact",
     "retrievals": [
       {
-        "id": "ART-1210_KNOWLEDGE_NODE-0",
-        "text": "b'Workspaces | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[rev-orgs](/api-reference/rev-orgs/workspaces)\\n\\nWorkspaces\\n==========\\n\\nCopy page\\n\\n`rev-orgs` endpoint\\n\\n\\xe2\\x84\\xb9\\xef\\xb8\\x8f Workspaces (or rev orgs) are the organizations that your customers belong to. A workspace offers more granularity than accounts to define the instances of your product. Users can be mapped to track",
-        "title": "Workspaces | DevRev | Docs"
+        "id": "ART-2000_KNOWLEDGE_NODE-25",
+        "title": "Accounts | Computer for Growth Teams | DevRev",
+        "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 to a workspace or an account.\\n\\nCreate an account\\n-----------------\\n\\nYou can create accounts in the following ways:\\n\\n### Using the DevRev app\\n\\n1. Go to **Accounts** > **+ Account**.\\n2. Fill in the details like account name,"
       },
       {
-        "id": "ART-1414_KNOWLEDGE_NODE-1",
-        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[API Reference](/public/api-reference/getting-started)[rev-orgs](/public/api-reference/rev-orgs/workspaces)\\n\\n#\\n\\nWorkspaces\\n\\n`rev-orgs` endpoint\\n\\n\\xe2\\x84\\xb9\\xef\\xb8\\x8f Workspaces (or rev orgs) are the organizations that your customers belong to. A workspace offers more granularity than accounts to define the instances of your product. Users can be mapped",
-        "title": "Workspaces \u2014 DevRev | Docs"
+        "id": "ART-16264_KNOWLEDGE_NODE-29",
+        "title": "June 2025 | Changelog | DevRev",
+        "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\\n  + If all selected users within the **Reported By** field belong to the same workspace, the **Workspace** field remains unchanged.\\n  + If users are from different workspaces, the **Workspace** field is emptied, while the **Account** field"
       },
       {
-        "id": "ART-1960_KNOWLEDGE_NODE-28",
-        "text": "Individual prospects or users associated with an organization\\'s workspaces or accounts.\\n:   Contacts can be associated with an account or workspace, but not always.\\n:   Terms related to\\xc2\\xa0*contact*:\\n\\n    * *[account](#account)*\\n    * *[workspace](#workspace)*\\n:   Read more about\\xc2\\xa0[*contact*](https://docs.devrev.ai/product/grow)\\n\\nconversation\\n\\n:   An interaction between the builder and consumer that may be escalated to a ticket.\\n:   Terms related",
-        "title": "Glossary | Computer by DevRev | DevRev"
+        "id": "ART-15506_KNOWLEDGE_NODE-17",
+        "title": "Identify your users with Plug | DevRev | Docs",
+        "text": "Contacts linked to the account | User and account information | Recommended for most B2B cases |\\n| **Three-level** | Account with linked workspaces and contacts | User, workspace and account information | Used for B2B cases but only recommended if your business model requires workspace organization |\\n\\n**What happens when you send different combinations:**\\n\\nUser reference:\\n\\n* A user reference is mandatory, ensuring its constant presence.\\n* If a user with the provided reference"
       },
       {
-        "id": "ART-1210_KNOWLEDGE_NODE-1",
-        "text": "usage per workspace.\\n\\n\\xf0\\x9f\\x93\\x8c For more information about workspaces, refer to [Customers](https://docs.devrev.ai/product/customers).\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/parts/update)[#### Create Rev Org\\n\\nNext](/api-reference/rev-orgs/create)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Workspaces | DevRev | Docs"
+        "id": "ART-16784_KNOWLEDGE_NODE-6",
+        "title": "Glossary",
+        "text": "in the source system.\\n\\nTerms related to connection: AirSync, snap-incontact\\n\\nIndividual prospects or users associated with an organization\\'s workspaces or accounts.\\n\\nContacts can be associated with an account or workspace, but not always.\\n\\nTerms related to contact: account, workspace\\n\\nRead more about contact: [https://devrev.ai/docs/product/grow](https://devrev.ai/docs/product/grow)conversation\\n\\nAn interaction between the builder and consumer that may be escalated to a"
       },
       {
-        "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\\n  + If all selected users within the **Reported By** field belong to the same workspace, the **Workspace** field remains unchanged.\\n  + If users are from different workspaces, the **Workspace** field is emptied, while the **Account** field",
-        "title": "June 2025 | Changelog | DevRev"
+        "id": "ART-2000_KNOWLEDGE_NODE-31",
+        "title": "Accounts | Computer for Growth Teams | DevRev",
+        "text": "domain. If none is specified, a system-generated identifier is assigned to the account.\\n\\n![]()\\n\\nFor ingestion channels where providing an external reference isn't possible, the system relies on custom logic to identify and match incoming customer identity.\\n\\n> Example: The Slack and Email integration uses a combination of the customer email and workspace domain\\\\_name values. WhatsApp uses the WhatsApp number and associated name.\\n\\nAdd a workspace\\n---------------\\n\\nTo add a workspace to"
       },
       {
-        "id": "ART-15506_KNOWLEDGE_NODE-17",
-        "text": "Contacts linked to the account | User and account information | Recommended for most B2B cases |\\n| **Three-level** | Account with linked workspaces and contacts | User, workspace and account information | Used for B2B cases but only recommended if your business model requires workspace organization |\\n\\n**What happens when you send different combinations:**\\n\\nUser reference:\\n\\n* A user reference is mandatory, ensuring its constant presence.\\n* If a user with the provided reference",
-        "title": "Identify your users with Plug | DevRev | Docs"
+        "id": "ART-2933_KNOWLEDGE_NODE-2",
+        "title": "Account creation | DevRev | Docs",
+        "text": "[contacts](https://docs.devrev.ai/product/grow#-contact) which represents an individual user associated with the account of the organization. To create a contact, we also need to use the `rev-orgs.list` API with the `accounts` filter to get the default [workspace](https://docs.devrev.ai/product/grow#-workspace)(rev org) created with the account. We will be creating a contact under the workspace (`rev_org`) of the account as contacts (`rev_user`) cannot exist individually without being"
       },
       {
-        "id": "ART-1414_KNOWLEDGE_NODE-2",
-        "text": "to track usage per workspace.\\n\\n\\xf0\\x9f\\x93\\x8c For more information about workspaces, refer to [Customers](https://docs.devrev.ai/product/customers).\\n\\nWas this page helpful?YesNo\\n\\n[ConceptsUp Next](/public/api-reference/tags/concepts)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  *",
-        "title": "Workspaces \u2014 DevRev | Docs"
+        "id": "ART-2895_KNOWLEDGE_NODE-10",
+        "title": "Identify your users with PLuG \u2014 DevRev | Docs",
+        "text": "The mobile number of the customer.| array  \\n  \\n**Attributes for workspaces**\\n\\nAttributes| Description| Type  \\n---|---|---  \\n`workspace_ref`| A unique reference for the user\\xe2\\x80\\x99s workspace. If not provided, and an account reference is passed, the user is directly attached to the account.| string  \\n`display_name`| The name of the workspace that\\xe2\\x80\\x99s shown on the widget.| string  \\n  \\n**Attributes for accounts**\\n\\nAttributes| Description| Type  \\n---|---|---"
       },
       {
-        "id": "ART-16784_KNOWLEDGE_NODE-6",
-        "text": "in the source system.\\n\\nTerms related to connection: AirSync, snap-incontact\\n\\nIndividual prospects or users associated with an organization\\'s workspaces or accounts.\\n\\nContacts can be associated with an account or workspace, but not always.\\n\\nTerms related to contact: account, workspace\\n\\nRead more about contact: [https://devrev.ai/docs/product/grow](https://devrev.ai/docs/product/grow)conversation\\n\\nAn interaction between the builder and consumer that may be escalated to a",
-        "title": "Glossary"
+        "id": "ART-15506_KNOWLEDGE_NODE-10",
+        "title": "Identify your users with Plug | DevRev | Docs",
+        "text": "preferences, it is not recommended to mark emails as non-unique.\\n\\n**Attributes for [workspaces](https://developer.devrev.ai/public/api-reference/rev-orgs/workspaces)**\\n\\n| Attributes | Description | Type | Required | Unique |\\n| --- | --- | --- | --- | --- |\\n| `workspace_ref` | A unique reference for the user\\xe2\\x80\\x99s workspace. If not provided, and an account reference is passed, the user is directly attached to the account. | string | \\xe2\\x9d\\x8c | \\xe2\\x9c\\x85 |\\n| `display_name` |"
       },
       {
-        "id": "ART-1414_KNOWLEDGE_NODE-0",
-        "text": "b'[](/public/api-reference/rev-orgs/workspaces)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
-        "title": "Workspaces \u2014 DevRev | Docs"
+        "id": "ART-1997_KNOWLEDGE_NODE-32",
+        "title": "Computer for Growth Teams | DevRev",
+        "text": "these interactions to create a comprehensive picture of the relationship.\\n\\nBased on their participation, DevRev links accounts, contacts, and employees to engagements. Additionally, they can be linked to opportunities if they are relevant to a specific opportunity.\\n\\n[PreviousNudges](/docs/plug/nudges)[NextAccounts](/docs/product/account)\\n\\n#### On this page\\n\\n* [\\xf0\\x9f\\x92\\xbc Account](#-account)\\n* [\\xf0\\x9f\\x96\\xa5\\xef\\xb8\\x8f Workspace](#-workspace)\\n* [\\xf0\\x9f\\x92\\xa1"
       },
       {
-        "id": "ART-1997_KNOWLEDGE_NODE-31",
-        "text": "users associated with an organization's workspaces or accounts. A contact is also known as a rev-user in the DevRev API.\\n\\nContacts represent customers, leads, and stakeholders with whom a business interacts. Contacts can be associated with an account or workspace, but not always.\\n\\n\\xf0\\x9f\\xa4\\x9d Engagement\\n------------\\n\\nDevRev uses engagements to capture all interactions between employees and customers, encompassing communications across various channels and touchpoints. DevRev records",
-        "title": "Computer for Growth Teams | DevRev"
+        "id": "ART-1414_KNOWLEDGE_NODE-5",
+        "title": "Workspaces \u2014 DevRev | Docs",
+        "text": "Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin"
       }
     ]
   },
@@ -3252,54 +3252,54 @@
     "query": "Slack notifications org name unknown organisation",
     "retrievals": [
       {
-        "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 organization hides their emails, the integration cannot resolve the user to a DevRev Contact and will act on behalf of itself instead. It's recommended to ask customers to share their emails with your organization so apps, including DevRev, can access",
-        "title": "Slack | Integrate | Snap-ins | DevRev"
+        "id": "ART-1472_KNOWLEDGE_NODE-22",
+        "title": "Using a snap-in to perform an external action \u2014 DevRev | Docs",
+        "text": "(<https://docs.github.com/en/rest/orgs/orgs?apiVersion=2022-11-28#get-an-organization>[](https://docs.github.com/en/rest/orgs/orgs?apiVersion=2022-11-28#get-an-organization)) is used to confirm the specified organisation name.\\n[code]\\n\\n    1| const verifyOrgName = async (orgName: string, octokit: Octokit) => {  \\n    ---|---  \\n    2|   try {  \\n    3|     await octokit.request(\"GET /orgs/{org}\", {  \\n    4|       headers: {  \\n    5|         \"X-GitHub-Api-Version\": \"2022-11-28\",  \\n    6|"
       },
       {
-        "id": "ART-2035_KNOWLEDGE_NODE-35",
-        "text": "the channel will not sync to DevRev.\\n\\nConversation notifications\\n--------------------------\\n\\nAny new message added to a conversation within your DevRev workspace, regardless of its originating source channel or platform, can trigger a notification in a designated Slack channel, helping your team stay updated on customer interactions.\\n\\n### To enable conversation notifications\\n\\n1. Turn on **Enable the conversation notification feature** in the Slack snap-in configuration.\\n2. Provide a",
-        "title": "Slack | Integrate | Snap-ins | DevRev"
+        "id": "ART-1276_KNOWLEDGE_NODE-18",
+        "title": "Using a snap-in to perform an external action | DevRev | Docs",
+        "text": "--- |\\n| 1 | const verifyOrgName = async (orgName: string, octokit: Octokit) => { |\\n| 2 | try { |\\n| 3 | await octokit.request(\"GET /orgs/{org}\", { |\\n| 4 | headers: { |\\n| 5 | \"X-GitHub-Api-Version\": \"2022-11-28\", |\\n| 6 | }, |\\n| 7 | org: orgName, |\\n| 8 | }); |\\n| 9 | } catch (error) { |\\n| 10 | console.error(error); |\\n| 11 | throw new Error(\"Invalid Organisation Name\"); |\\n| 12 | } |\\n| 13 | }; |\\n```\\n\\nSimilarly, the [GET"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-27",
-        "text": "Connection**.\\n   * Select **Slack** from the dowpdown list.\\n   * Give it a name and sign in with Slack. Ensure to toggle on **Make public** to make the connection public for your organization.\\n\\nConfigure the snap-in\\n---------------------\\n\\n1. In the **Configuration** tab, the first input field to set is *filters*. Here you can declare for which tickets to track the SLA status and to which channels to send notifications.\\n\\n   Set the ticket subtype, severity, and part; the support heads",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-1276_KNOWLEDGE_NODE-17",
+        "title": "Using a snap-in to perform an external action | DevRev | Docs",
+        "text": "getOrgAndRepoNames = (paramString: string): string[] => { |\\n| 2 | const paramList = paramString.split(\" \"); |\\n| 3 | if (paramList.length !== 2) { |\\n| 4 | throw new Error(\"Invalid Parameters\"); |\\n| 5 | } |\\n| 6 | const [orgName, repoName] = paramList; |\\n| 7 | return [orgName, repoName]; |\\n| 8 | }; |\\n```\\n\\nThe GitHub REST API (<https://docs.github.com/en/rest/orgs/orgs?apiVersion=2022-11-28#get-an-organization>) is used to confirm the specified organisation name.\\n\\n```\\n|  |  |\\n| --- |"
       },
       {
-        "id": "ART-2035_KNOWLEDGE_NODE-36",
-        "text": "Slack Channel ID in the **Channel ID to send conversation notifications** snap-in configuration as the target to post notifications.\\n\\n* Any new message within tickets in the customer messages panel is also subjected to the same automation.\\n* To prevent notification overload, each conversation or ticket is subject to a five minute cooldown period between notifications. Multiple consecutive messages within this window will not trigger additional notifications.\\n* Notification threads are not",
-        "title": "Slack | Integrate | Snap-ins | DevRev"
+        "id": "ART-2035_KNOWLEDGE_NODE-28",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "maintain one public connection per DevRev organization. Within an organization, one Slack connection can be used across multiple snap-ins and workflows. Creating multiple connections may disrupt existing integrations.\\n* Connecting with Slack enterprise workspace is currently in limited availability. If you have a Slack Enterprise account, please contact DevRev Support to be whitelisted before attempting setup.\\n\\n1. Search and open [Slack](https://marketplace.devrev.ai/one-slack) in the DevRev"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-17",
-        "text": "* [Email snap-in configuration](/docs/integrations/email-config)\\n    - [Exotel](/docs/integrations/exotel)\\n    - [Slack](/docs/integrations/slack)\\n    - [WhatsApp](/docs/integrations/whatsapp)\\n    - [GitHub](/docs/integrations/github)\\n    - [GitLab](/docs/integrations/gitlab)\\n    - [Harness](/docs/integrations/harness)\\n    - [Marker.io](/docs/integrations/marker-io)\\n    - [Instabug](/docs/integrations/instabug)\\n    - [Qase](/docs/integrations/qase)\\n    - [Tracxn",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-31",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "Customers](/case-study)\\n* [Snap-In Extensions](https://developer.devrev.ai/public/snapin-development/concepts)\\n* [DevRevU training](/docs/DevRevU)\\n* [Documentation](https://docs.devrev.ai/)\\n* [API References](https://docs.devrev.ai/api/)\\n\\nCompany\\n\\n* [About](/about)\\n* [Events](/events)\\n* [Careers](/careers)\\n* [What Why How](/what-why-how)\\n\\nInitiatives\\n\\n* [Partner Program](/partners)\\n* [Startups Program](/startups)\\n* [Gr.ai.ce](/graice)\\n\\n*"
       },
       {
-        "id": "ART-4199_KNOWLEDGE_NODE-31",
-        "text": "Policy](/legal/cookie-policy)\\n* [Privacy Policy](/legal/privacy-policy)\\n* [Terms of Service](/legal/terms-of-service)\\n\\n[System Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\"",
-        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-0",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "b'SLA status change Slack notifier | Automate | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  +"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-16",
-        "text": "sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n  + [Integrate](/docs/integrate)\\n\\n    - [Bitbucket](/docs/integrations/bitbucket)\\n    - [Calendly](/docs/integrations/calendly)\\n    - [Coralogix security integration](/docs/integrations/coralogix)\\n    - [Datadog](/docs/integrations/datadog)\\n    - [Google Calendar AirSync](/docs/integrations/google-calendar-airdrop)\\n    - [Email](/docs/integrations/email)\\n\\n",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-968_KNOWLEDGE_NODE-5",
+        "title": "Rocketium: On call Tagging - Slack",
+        "text": "created time.\\n\\n'"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-24",
-        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Installation](#installation)\\n* [Configure the snap-in](#configure-the-snapin)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n\\nSLA status change Slack notifier\\n================================\\n\\nGet alerted on your ticket\\'s SLAs. This snap-in sends a notification through Slack to user configured channels, tagging the",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-30",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "snap-in](#configure-the-snapin)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User Insights](/for-user-insights)\\n* [Marketplace](https://marketplace.devrev.ai/)\\n\\nResources\\n\\n* [Blog](/blog)\\n* [Our"
       },
       {
-        "id": "ART-2035_KNOWLEDGE_NODE-48",
-        "text": "channel.\\n\\n1. **Sync messages with the thread (for incidents created from Slack)**\\n\\n* Works only for incidents created from Slack.\\n* It syncs messages with the originating thread, similar to ticket and issue work items.\\n\\n1. **Sync messages with the notification thread**\\n\\n* Syncs with the thread of the incident notification sent on the channel mentioned in the **Channel ID to send incident notifications** configuration.\\n* Works for all incidents irrespective of source channel or",
-        "title": "Slack | Integrate | Snap-ins | DevRev"
+        "id": "ART-1411_KNOWLEDGE_NODE-16",
+        "title": "List Rev Orgs \u2014 DevRev | Docs",
+        "text": "Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'"
       },
       {
-        "id": "ART-4199_KNOWLEDGE_NODE-23",
-        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Install](#install)\\n* [Configure the custom Slack bot](#configure-the-custom-slack-bot)\\n* [Configure",
-        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+        "id": "ART-1413_KNOWLEDGE_NODE-14",
+        "title": "Update Rev Org \u2014 DevRev | Docs",
+        "text": "Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'"
       }
     ]
   },
@@ -3307,55 +3307,55 @@
     "query_id": "5008d8ba-33fe-4763-b515-5934672610d1",
     "query": "how to create tickets in DevRev MVP org",
     "retrievals": [
-      {
-        "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 under **Support** in the DevRev app.\\n\\n![]()\\n\\nYou can export views to CSV or JSON by selecting **Actions** in the upper-right corner and choosing the format.\\n\\nAttributes\\n----------\\n\\nTickets have attributes that can be used to filter",
-        "title": "Tickets | Computer for Support Teams | DevRev"
-      },
       {
         "id": "ART-1979_KNOWLEDGE_NODE-37",
-        "text": "filters and **Group** conditions across various vistas in DevRev to track specific work, capacity, and more.\\n\\nYou can add custom attributes to tickets to track additional information. For more information on custom attributes, see [object customization](./object-customization).\\n\\nIssues are attached to tickets in order to track efforts with product priorities.\\n\\nCreate a ticket\\n---------------\\n\\n1. Go to **Support** > **Tickets** from the sidebar on the left.\\n2. Click **New Ticket** on",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "filters and **Group** conditions across various vistas in DevRev to track specific work, capacity, and more.\\n\\nYou can add custom attributes to tickets to track additional information. For more information on custom attributes, see [object customization](./object-customization).\\n\\nIssues are attached to tickets in order to track efforts with product priorities.\\n\\nCreate a ticket\\n---------------\\n\\n1. Go to **Support** > **Tickets** from the sidebar on the left.\\n2. Click **New Ticket** on"
       },
       {
-        "id": "ART-1447_KNOWLEDGE_NODE-1",
-        "text": "[Tickets](https://docs.devrev.ai/product/tickets) and [Issues](https://docs.devrev.ai/product/issues).\\n\\nWas this page helpful?YesNo\\n\\n[Create WorkUp Next](/public/api-reference/works/create)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  *",
-        "title": "Tickets and issues \u2014 DevRev | Docs"
+        "id": "ART-1979_KNOWLEDGE_NODE-38",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "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 other attributes for the ticket: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the ticket; select the workspace that the ticket pertains to.\\n6. If there are"
       },
       {
-        "id": "ART-1605_KNOWLEDGE_NODE-461",
-        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the",
-        "title": "Create \u2014 DevRev | Docs"
+        "id": "ART-1483_KNOWLEDGE_NODE-21",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs",
+        "text": "devrevSDK.worksCreate({  \\n    17|       title: ticketName,  \\n    18|       body: ticketBody,  \\n    19|       // The ticket is created in the PROD-1 part. Rename this to match your part.  \\n    20|       applies_to_part: \"PROD-1\",  \\n    21|       // The ticket is owned by the DEVU-1 user. Rename this to match the required user.  \\n    22|       owned_by: [\"DEVU-1\"],  \\n    23|       type: publicSDK.WorkType.Ticket,  \\n    24|     });  \\n    25|   \\n    26|     console.log(response);  \\n"
       },
       {
-        "id": "ART-1785_KNOWLEDGE_NODE-459",
-        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the",
-        "title": "Create \u2014 DevRev | Docs"
+        "id": "ART-1979_KNOWLEDGE_NODE-23",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Attributes](#attributes)\\n* [Create a ticket](#create-a-ticket)\\n* [Tags](#tags)\\n* [Stages](#stages)\\n*"
       },
       {
         "id": "ART-1832_KNOWLEDGE_NODE-468",
-        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the",
-        "title": "Create \u2014 DevRev | Docs"
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the"
       },
       {
-        "id": "ART-4177_KNOWLEDGE_NODE-5",
-        "text": "Users, Not tickets\\n--------------------------\\n\\nDelve into the ways by which you can delight customers and build strong brand association early on, using DevRev.\\n\\n[![]()\\n\\nIntroducing Conversations and Inbox\\n\\nDelve into the basics of the DevRev Inbox and understand how to manage different types of customer conversations](https://vimeo.com/1027655861)[![]()\\n\\nExploring tickets and their attributes\\n\\nLearn more about the different stages on tickets, and how progress is communicated",
-        "title": "DevRev University - DevRev for Startups"
+        "id": "ART-1785_KNOWLEDGE_NODE-459",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-23",
-        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Attributes](#attributes)\\n* [Create a ticket](#create-a-ticket)\\n* [Tags](#tags)\\n* [Stages](#stages)\\n*",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1605_KNOWLEDGE_NODE-461",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the"
       },
       {
-        "id": "ART-1447_KNOWLEDGE_NODE-7",
-        "text": "Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a",
-        "title": "Tickets and issues \u2014 DevRev | Docs"
+        "id": "ART-1832_KNOWLEDGE_NODE-455",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided"
       },
       {
-        "id": "ART-1447_KNOWLEDGE_NODE-8",
-        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'",
-        "title": "Tickets and issues \u2014 DevRev | Docs"
+        "id": "ART-1545_KNOWLEDGE_NODE-519",
+        "title": "Create (Beta) \u2014 DevRev | Docs",
+        "text": "response.\\n\\nticket.rev_org string Optional\\n\\nFilters for tickets that are associated with any of the provided Rev organizations.\\n\\nticket.severity enum Optional\\n\\nFilters for tickets with any of the provided severities.\\n\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\n\\nFilters for records with any of the provided SLA stages.\\n\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\n\\nFilters for tickets with any"
+      },
+      {
+        "id": "ART-1447_KNOWLEDGE_NODE-1",
+        "title": "Tickets and issues \u2014 DevRev | Docs",
+        "text": "[Tickets](https://docs.devrev.ai/product/tickets) and [Issues](https://docs.devrev.ai/product/issues).\\n\\nWas this page helpful?YesNo\\n\\n[Create WorkUp Next](/public/api-reference/works/create)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  *"
       }
     ]
   },
@@ -3364,54 +3364,54 @@
     "query": "manage multiple email addresses for one account",
     "retrievals": [
       {
-        "id": "ART-888_KNOWLEDGE_NODE-48",
-        "text": "you use an email address provided by an organization (such as your work email address) to access the Services, then the owner of the domain associated with your email address (e.g. your employer) may assert administrative control over your account and use of the Services at a later date. You will be notified if this happens.If you do not want an administrator to be able to assert control over your account or use of the Services, you should deactivate your membership with the relevant",
-        "title": "Privacy Policy"
+        "id": "ART-3207_KNOWLEDGE_NODE-57",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "connection](#1-create-a-new-connection)\\n* [2. Configure email integration snap-in](#2-configure-email-integration-snapin)\\n* [Next steps for configuration of the snap-in](#next-steps-for-configuration-of-the-snapin)\\n* [Step 1: Add a Primary Email Address](#step-1-add-a-primary-email-address)\\n* [Step 2: Define the Primary Use Case](#step-2-define-the-primary-use-case)\\n* [Step 3: Add Additional Support Emails](#step-3-add-additional-support-emails)\\n* [Step 4: Set the Default Part and"
       },
       {
-        "id": "ART-888_KNOWLEDGE_NODE-49",
-        "text": "enterprise, or use your personal email address to register for or access the Services. If an administrator has not already asserted control over your account or access to the Services, you can update the email address associated with your account through your account settings in your profile. Once an administrator asserts control over your account or use of the Services, you will no longer be able to change the email address associated with your account without administrator approval.Please",
-        "title": "Privacy Policy"
+        "id": "ART-2045_KNOWLEDGE_NODE-51",
+        "title": "AirSync | Snap-ins | DevRev",
+        "text": "email: [a@example.com](mailto:a@example.com)   account: **None** | email: [a@example.com](mailto:a@example.com)   account: **None** | Existing contact used |\\n| email: [a@example.com](mailto:a@example.com)   account: \"Example\" | email: [a@example.com](mailto:a@example.com)   account: \"Example\" | Existing contact used |\\n| email: [a@example.com](mailto:a@example.com)   account: \"Example\" | email: [a@example.com](mailto:a@example.com)   account: **None** | New contact created |\\n| email:"
       },
       {
-        "id": "ART-2027_KNOWLEDGE_NODE-45",
-        "text": "due to mail loops, the email integration has the provision to specify user-specific email limits. By default, the user-specific limit is set to 30 emails per 10 minutes.\\n\\nIf a user sends 30 emails in a 10-minute time frame, this particular user is marked with the tag spammer. Once marked as a spammer, the user can only send 100 emails in a 24-hour period. All of these emails are marked as spam by the system. Any emails beyond the 100 spam email default limit are dropped, and the blocked tag",
-        "title": "Email | Integrate | Snap-ins | DevRev"
+        "id": "ART-3207_KNOWLEDGE_NODE-29",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "to send emails to the group and is a member of the group and continue.\\n5. In your Gmail account, go to **Settings** > **Accounts and Import** > **Send mail as** and add your group address.\\n6. Grant DevRev additional access to your Google account. Refer to our [privacy policy](/privacy-policy) for more information.\\n\\nEmail connection\\n\\n1. In DevRev app, go to **Integrations** > **Snap-ins** and click **Connections**.\\n2. In the top-right corner, select **+ Connection**, choose **Email"
       },
       {
-        "id": "ART-2027_KNOWLEDGE_NODE-27",
-        "text": "track interactions (**Support > Inbox** for conversations and **Support > Tickets** for tickets). All replies are sent from your organization\\xe2\\x80\\x99s own email addresses, maintaining a professional and personalized customer experience that strengthens your brand and fosters better engagement. This method builds trust with mailbox providers and recipients across any email service, reducing spam flags and protecting your brand identity by adhering to DMARC standards.\\n\\nYou can choose for an",
-        "title": "Email | Integrate | Snap-ins | DevRev"
+        "id": "ART-888_KNOWLEDGE_NODE-49",
+        "title": "Privacy Policy",
+        "text": "enterprise, or use your personal email address to register for or access the Services. If an administrator has not already asserted control over your account or access to the Services, you can update the email address associated with your account through your account settings in your profile. Once an administrator asserts control over your account or use of the Services, you will no longer be able to change the email address associated with your account without administrator approval.Please"
       },
       {
-        "id": "ART-2032_KNOWLEDGE_NODE-31",
-        "text": "creators. Enter multiple emails separated by commas.\\n   * **Add non-existing customers**: Enable this to allow people in meetings who are not already customers to be added as customers.\\n\\nIf a meeting is scheduled with people who are neither part of the company nor existing customers, this option allows them to be added as customers.\\n\\n* **Track meetings from free email domains**: Enable this feature to capture meetings scheduled using non-work email addresses, such as gmail.com or",
-        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+        "id": "ART-3207_KNOWLEDGE_NODE-40",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "Description |\\n| --- | --- |\\n| Use the name of the logged-in user as sender | If enabled, replies are sent with the agent\\xe2\\x80\\x99s name. Otherwise, a generic address is used. |\\n| Organization-wide Email Signature | Applied to all emails sent from DevRev and does not override personalized agent signatures. |\\n| Create accounts for new domains | Auto-creates customer accounts if the email is from a new domain such as, Gmail, Yahoo. This feature is disabled by default. |\\n| Allow automations"
       },
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-17",
-        "text": "* [Email snap-in configuration](/docs/integrations/email-config)\\n    - [Exotel](/docs/integrations/exotel)\\n    - [Slack](/docs/integrations/slack)\\n    - [WhatsApp](/docs/integrations/whatsapp)\\n    - [GitHub](/docs/integrations/github)\\n    - [GitLab](/docs/integrations/gitlab)\\n    - [Harness](/docs/integrations/harness)\\n    - [Marker.io](/docs/integrations/marker-io)\\n    - [Instabug](/docs/integrations/instabug)\\n    - [Qase](/docs/integrations/qase)\\n    - [Tracxn",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-3207_KNOWLEDGE_NODE-48",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "Changes** to get this confirmation message on the top.\\n\\nOffice 365\\n\\nEmail forwarding requires that the **from** account has a license.\\n\\nYou must be an Exchange administrator or Global administrator in Microsoft 365 to forward emails.\\n\\n1. In the admin center, go to **Users** > **Active users**.\\n2. Select the name of the user whose email you want to forward, then open the **Properties** page.\\n3. On the **Mail** tab, select **Manage email forwarding**.\\n4. On the email forwarding page,"
       },
       {
-        "id": "ART-3207_KNOWLEDGE_NODE-38",
-        "text": "Step 2: Define the Primary Use Case\\n\\nChoose how DevRev should interpret emails sent to the primary address:\\n\\n* Choose between generating a **Ticket or a Conversation** from the incoming email.\\n\\nToggle on **Set email as the default channel for tickets** to ensure that:\\n\\n* Customer chat replies are sent via email as well as to the original source of the channel.\\n\\n### Step 3: Add Additional Support Emails\\n\\nYou can add more addresses to handle support requests.\\n\\n* **Tickets**: Emails",
-        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev"
+        "id": "ART-2045_KNOWLEDGE_NODE-25",
+        "title": "AirSync | Snap-ins | DevRev",
+        "text": "user email\\\\*\\\\*](#user-has-an-email-but-doesnt-match-any-existing-devrev-user-email)\\n* [\\\\*\\\\*User has an email that matches an existing DevRev email\\\\*\\\\*](#user-has-an-email-that-matches-an-existing-devrev-email)\\n* [Manual user merging](#manual-user-merging)\\n* [\\\\*\\\\*Find duplicated AirSync-created user\\\\*\\\\*](#find-duplicated-airsynccreated-user)\\n* [\\\\*\\\\*Merge duplicated user\\\\*\\\\*](#merge-duplicated-user)\\n* [Account deduplication](#account-deduplication)\\n* [Manual account"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-27",
-        "text": "conversation, ensuring seamless and continuous communication.\\n\\nBy default, notifications are sent from [notifications@devrev.ai](mailto:notifications@devrev.ai). However, this setting can be overridden to use the organization\\xe2\\x80\\x99s primary email address as the sender, or notifications can be turned off entirely.\\n\\nTo configure the notifications setting, under [**Settings** > **Snap-ins** > **Email Integration**](https://app.devrev.ai/devrev/settings/snap-ins/email-with-tickets), go to",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1453_KNOWLEDGE_NODE-11",
+        "title": "List Accounts \u2014 DevRev | Docs",
+        "text": "42  \\n    62|           }  \\n    63|         },  \\n    64|         \"email\": \"foo\",  \\n    65|         \"full_name\": \"foo\",  \\n    66|         \"state\": \"active\"  \\n    67|       },  \\n    68|       \"modified_date\": \"2023-01-01T12:00:00.000Z\",  \\n    69|       \"primary_account\": {  \\n    70|         \"id\": \"foo\",  \\n    71|         \"display_id\": \"foo\",  \\n    72|         \"display_name\": \"foo\"  \\n    73|       },  \\n    74|       \"tier\": \"foo\",  \\n    75|       \"websites\": [  \\n    76|         \"foo\""
       },
       {
-        "id": "ART-3207_KNOWLEDGE_NODE-26",
-        "text": "Configure email forwarding for your email provider](#3-configure-email-forwarding-for-your-email-provider)\\n* [4. Verify configuration](#4-verify-configuration)\\n* [5. Events Panel](#5-events-panel)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Integrate](/docs/integrate)\\n[Email](/docs/integrations/email)\\n[Email snap-in configuration](/docs/integrations/email-config)\\n\\nEmail snap-in configuration\\n===========================\\n\\n1. Create a new",
-        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev"
+        "id": "ART-2027_KNOWLEDGE_NODE-24",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "user perspective](#email-experience-from-an-end-user-perspective)\\n* [Email experience from an support agent perspective](#email-experience-from-an-support-agent-perspective)\\n* [Email notifications](#email-notifications)\\n* [The email composer in Tickets](#the-email-composer-in-tickets)\\n* [Email Bounce Prevention Tip](#email-bounce-prevention-tip)\\n* [Threading](#threading)\\n* [Rate limiting](#rate-limiting)\\n\\n1. [Documentation](/docs)\\n3."
       },
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-3",
-        "text": "management](/docs/product/workflow-management)\\n    - [Workflow nodes](/docs/product/workflow-nodes)\\n    - [Troubleshooting](/docs/product/troubleshooting-workflows)\\n  + [Templates](/docs/product/template)\\n  + [Accessing DevRev](/docs/product/ui)\\n  + [External identity provider setup](/docs/product/sso-saml)\\n  + [Remote MCP server](/docs/product/remote-mcp)\\n* [Computer for Support Teams](/docs/product/support)\\n\\n  + [Inbox](/docs/product/inbox)\\n  + [Support",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-888_KNOWLEDGE_NODE-48",
+        "title": "Privacy Policy",
+        "text": "you use an email address provided by an organization (such as your work email address) to access the Services, then the owner of the domain associated with your email address (e.g. your employer) may assert administrative control over your account and use of the Services at a later date. You will be notified if this happens.If you do not want an administrator to be able to assert control over your account or use of the Services, you should deactivate your membership with the relevant"
       }
     ]
   },
@@ -3420,54 +3420,54 @@
     "query": "how to install PLuG website installation PLuG ID setup guide",
     "retrievals": [
       {
-        "id": "ART-2059_KNOWLEDGE_NODE-7",
-        "text": "these steps.\\n\\nIn DevRev, go to Settings. > Support. > PLuG Settings. through the settings icon in the top-left corner.\\nClick Enable PLuG Widget. if it isn\\'t already enabled.\\nCopy your Unique App ID. from the Configuration tab..\\nSetup for HTML.\\n\\nPlace this code in the head of your HTML page.\\n\\n1 //\\n2 < script\\n3 type = \"text/javascript\"\\n4 src = \"https://plug-platform.devrev.ai/static/plug.js\"\\n5 > </ script >\\n\\nPlace this code in the body of your HTML page.\\n\\n1 < script >\\n2",
-        "title": "Install PLuG chat on your website"
+        "id": "ART-2893_KNOWLEDGE_NODE-2",
+        "title": "Install the Web SDK \u2014 DevRev | Docs",
+        "text": "2|   type=\"text/javascript\"  \\n    3|   src=\"https://plug-platform.devrev.ai/static/plug.js\"  \\n    4| ></script>\\n[/code]  \\n  \\nPlace the following code in the `<body>` section of your HTML page:\\n\\n[code]\\n\\n    1| <script>  \\n    ---|---  \\n    2|   window.plugSDK.init({  \\n    3|     // Please ensure you replace the app_id with your unique app id  \\n    4|     app_id: \"<your_unique_app_id>\",  \\n    5|   });  \\n    6| </script>\\n[/code]  \\n  \\nThe PLuG widget should now be installed on"
       },
       {
-        "id": "ART-2059_KNOWLEDGE_NODE-10",
-        "text": "users that come to your site and haven\\'t yet logged in or shared any information.\\n\\nWe understand the importance of making your engagement more personalized and contextual with your customers. Learn how to identify your customers and update their information.\\n\\nPrevious PLuG Next Install PLuG search on your website\\nOn this page\\n\\nIntegration code Unique app ID Setup for HTML Setup for React\\n\\nEnterprise grade security to protect customer data\\nLearn more about it.\\nProduct\\n\\nBuild",
-        "title": "Install PLuG chat on your website"
+        "id": "ART-2059_KNOWLEDGE_NODE-7",
+        "title": "Install PLuG chat on your website",
+        "text": "these steps.\\n\\nIn DevRev, go to Settings. > Support. > PLuG Settings. through the settings icon in the top-left corner.\\nClick Enable PLuG Widget. if it isn\\'t already enabled.\\nCopy your Unique App ID. from the Configuration tab..\\nSetup for HTML.\\n\\nPlace this code in the head of your HTML page.\\n\\n1 //\\n2 < script\\n3 type = \"text/javascript\"\\n4 src = \"https://plug-platform.devrev.ai/static/plug.js\"\\n5 > </ script >\\n\\nPlace this code in the body of your HTML page.\\n\\n1 < script >\\n2"
       },
       {
-        "id": "ART-2059_KNOWLEDGE_NODE-6",
-        "text": "to the Customize documentation.\\n\\nAlternatively, for the most comprehensive customizations, refer to our SDK functions here.\\n\\nIntegration code.\\n\\nTo get the PLuG chat widget to appear on your website and web app, copy and paste the snippet below on every page where you want the widget to appear for website visitors.\\n\\nUnique app ID.\\n\\nMake sure to replace the app ID with your app ID which identifies your PLuG chat widget. You can access your app ID from your DevRev account by following",
-        "title": "Install PLuG chat on your website"
+        "id": "ART-2059_KNOWLEDGE_NODE-9",
+        "title": "Install PLuG chat on your website",
+        "text": "App.js.\\n\\n1 useEffect ( () => {\\n2 window. plugSDK. init ({\\n3 // Please ensure you replace the app_id with your unique app id\\n4 app_id : \"<your_unique_app_id>\" ,\\n5 });\\n6 }, []);\\n\\nYou should now have PLuG chat widget installed on your website. Facing some issues? Reach out to us through our own PLuG chat widget from the bottom right of your screen.\\n\\nOnce the widget is installed on your website, every user who visits your website is considered an anonymous user. Anonymous users are the"
       },
       {
-        "id": "ART-2059_KNOWLEDGE_NODE-12",
-        "text": "width=\"0\" style=\"display:none;visibility:hidden\"></iframe>'",
-        "title": "Install PLuG chat on your website"
+        "id": "ART-2893_KNOWLEDGE_NODE-1",
+        "title": "Install the Web SDK \u2014 DevRev | Docs",
+        "text": "ID\\n\\nYou can access your app ID from your DevRev account by following these steps:\\n\\n  1. In DevRev, go to **Settings > Support > PLuG Settings** via the settings icon in the top-left corner.\\n\\n  2. If the PLuG feature is not already enabled, click **Enable PLuG**.\\n\\n  3. Under the **Configuration** tab, copy the **Unique App ID**.\\n\\n###### Setup\\n\\n###### Setup for React\\n\\nPlace the following code in the `<head>` section of your HTML page:\\n\\n[code]\\n\\n    1| <script  \\n    ---|---  \\n"
       },
       {
-        "id": "ART-2059_KNOWLEDGE_NODE-5",
-        "text": "Jul 06 to Jul 19, 2023 Jun 20 to Jul 05, 2023 Jun 05 to Jun 19, 2023 May 22 to Jun 05, 2023 Apr 22 to May 22, 2023\\n\\nDeveloper DevRevU\\n\\nOn this page\\nIntegration code Unique app ID Setup for HTML Setup for React\\nInstall PLuG chat on your website.\\n\\nThere are two primary methods to customize PLuG chat. The easiest way is to do so through the app by navigating to Settings > Support > PLuG Settings > Configuration, Styling and Layout Tabs.. For detailed descriptions of the parameters, refer",
-        "title": "Install PLuG chat on your website"
+        "id": "ART-15490_KNOWLEDGE_NODE-2",
+        "title": "Install Plug search | DevRev | Docs",
+        "text": "Copy your **Unique App ID** from the **Configuration tab**.\\n\\n###### Setup\\n\\n###### Setup for React\\n\\nPlace the following code in the `<head>` section of your HTML page:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | <script |\\n| 2 | src=\"https://plug-platform.devrev.ai/static/plug.js\" |\\n| 3 | type=\"text/javascript\"> |\\n| 4 | </script> |\\n```\\n\\nPlace the following code in the `<body>` section of your HTML page:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | <script> |\\n| 2 | window.plugSDK.init({ |\\n| 3 |"
       },
       {
-        "id": "ART-2059_KNOWLEDGE_NODE-9",
-        "text": "App.js.\\n\\n1 useEffect ( () => {\\n2 window. plugSDK. init ({\\n3 // Please ensure you replace the app_id with your unique app id\\n4 app_id : \"<your_unique_app_id>\" ,\\n5 });\\n6 }, []);\\n\\nYou should now have PLuG chat widget installed on your website. Facing some issues? Reach out to us through our own PLuG chat widget from the bottom right of your screen.\\n\\nOnce the widget is installed on your website, every user who visits your website is considered an anonymous user. Anonymous users are the",
-        "title": "Install PLuG chat on your website"
+        "id": "ART-2893_KNOWLEDGE_NODE-0",
+        "title": "Install the Web SDK \u2014 DevRev | Docs",
+        "text": "b'[](/public/sdks/web/installation)\\n\\nPublic\\n\\nOn this page\\n\\n  * [Getting your unique app ID](/public/sdks/web/installation#getting-your-unique-app-id)\\n\\n[SDKs](/public/sdks)[PLuG Web SDK](/public/sdks/web/installation)\\n\\n#\\n\\nInstall the Web SDK\\n\\nTo install the PLuG SDK on your website or web application, insert the code snippet provided below on every page where you want the SDK to be active. Once the SDK is installed, the chat widget appears by default.\\n\\n## Getting your unique app"
       },
       {
-        "id": "ART-2059_KNOWLEDGE_NODE-0",
-        "text": "b'Product Platform Solutions Marketplace Company Resources Pricing\\n\\nLogin Book a demo\\nProduct Platform Solutions Marketplace Company Resources Pricing\\nLogin Book a demo\\nSearch CTRL + K\\n\\nIntroduction AgentOS platform\\n\\nCore concepts Apps Groups Parts & trails Vistas Vista Reports\\nTasks Updates Customer email notifications Roles Default privileges by group\\nAccess control Object customization Glossary Search People insights Workflow Templates Accessing DevRev External identity provider",
-        "title": "Install PLuG chat on your website"
+        "id": "ART-2894_KNOWLEDGE_NODE-3",
+        "title": "Install PLuG search \u2014 DevRev | Docs",
+        "text": "3. Copy your **Unique App ID** from the **Configuration tab**.\\n\\n###### Setup\\n\\n###### Setup for React\\n\\nPlace the following code in the `<head>` section of your HTML page:\\n\\n[code]\\n\\n    1| <script  \\n    ---|---  \\n    2|   src=\"https://plug-platform.devrev.ai/static/plug.js\"                           \\n    3|   type=\"text/javascript\">  \\n    4| </script>\\n[/code]  \\n  \\nPlace the following code in the `<body>` section of your HTML page:\\n\\n[code]\\n\\n    1| <script>  \\n    ---|---  \\n"
       },
       {
-        "id": "ART-2059_KNOWLEDGE_NODE-3",
-        "text": "status change Slack notifier Slash commands Smart sprint Spam Shield Ticket age in engineering Work duration\\n\\nIntegrate\\n\\nBitbucket Calendly Datadog Google Calendar Email Slack WhatsApp GitHub Harness Marker.io Instabug Qase Twilio Glean SendSafely\\n\\nAirdrop\\n\\nHubspot Airdrop Salesforce Airdrop Zendesk Airdrop Freshdesk Airdrop Rocketlane Airdrop Confluence Airdrop ServiceNow Airdrop Jira Airdrop DevRev for Jira app\\nLinear Airdrop ClickUp Airdrop Azure Boards Airdrop\\n\\nPLuG\\n\\nInstall",
-        "title": "Install PLuG chat on your website"
+        "id": "ART-2894_KNOWLEDGE_NODE-2",
+        "title": "Install PLuG search \u2014 DevRev | Docs",
+        "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 DevRev account by following these steps.\\n\\n  1. In DevRev, go to **Settings** > **Support** > **PLuG Settings** through the settings icon in the top-left corner.\\n  2. Click **Enable PLuG Widget** if it isn\\xe2\\x80\\x99t already enabled.\\n"
       },
       {
-        "id": "ART-2894_KNOWLEDGE_NODE-1",
-        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\nOn this page\\n\\n  * [Unique app ID](/public/sdks/web/install-search#unique-app-id)\\n  * [Bind a hotkey to toggle search agent](/public/sdks/web/install-search#bind-a-hotkey-to-toggle-search-agent)\\n\\n[SDKs](/public/sdks)[PLuG Web SDK](/public/sdks/web/installation)\\n\\n#\\n\\nInstall PLuG search\\n\\nTo get the PLuG search widget to appear on your website and web app,",
-        "title": "Install PLuG search \u2014 DevRev | Docs"
+        "id": "ART-15490_KNOWLEDGE_NODE-1",
+        "title": "Install Plug search | DevRev | Docs",
+        "text": "code snippet provided below on every page where you want the widget to appear for website visitors.\\n\\nUnique app ID\\n-------------\\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 DevRev account by following these steps.\\n\\n1. In DevRev, go to **Settings** > **Support** > **Plug Settings** through the settings icon in the top-left corner.\\n2. Click **Enable Plug Widget** if it isn\\xe2\\x80\\x99t already enabled.\\n3."
       },
       {
-        "id": "ART-2059_KNOWLEDGE_NODE-8",
-        "text": "window.plugSDK.init({\\n3 // Please ensure you replace the app_id with your unique app id\\n4 app_id: \"<your_unique_app_id>\",\\n5 });\\n6 </ script >\\nSetup for React.\\n\\nPlace this in public/index.html file, inside the body tag of your HTML page.\\n\\n1 <script\\n2 type= \"text/javascript\"\\n3 src= \"https://plug-platform.devrev.ai/static/plug.js\"\\n4 ></script>;\\n\\nPlace this code inside the react component where you want to render the chat widget. Typically you should do it as top level component like",
-        "title": "Install PLuG chat on your website"
+        "id": "ART-2059_KNOWLEDGE_NODE-10",
+        "title": "Install PLuG chat on your website",
+        "text": "users that come to your site and haven\\'t yet logged in or shared any information.\\n\\nWe understand the importance of making your engagement more personalized and contextual with your customers. Learn how to identify your customers and update their information.\\n\\nPrevious PLuG Next Install PLuG search on your website\\nOn this page\\n\\nIntegration code Unique app ID Setup for HTML Setup for React\\n\\nEnterprise grade security to protect customer data\\nLearn more about it.\\nProduct\\n\\nBuild"
       }
     ]
   },
@@ -3476,54 +3476,54 @@
     "query": "send notification to slack when a ticket is manually assigned",
     "retrievals": [
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-28",
-        "text": "you would like to tag on the message (the ticket owner gets tagged automatically); and the target Slack channel. The channel\\'s ID can be found by going to the channel details. Refer to the placeholder value on the input to see an example of how this looks.\\n2. Decide if notifications should go out even if the ticket has a target end date set. Set the toggle to the desired behavior.\\n3. Decide if a ticket should pass the check if it\\'s part is a descendant of the filter part. For example, if a",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-27",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "Connection**.\\n   * Select **Slack** from the dowpdown list.\\n   * Give it a name and sign in with Slack. Ensure to toggle on **Make public** to make the connection public for your organization.\\n\\nConfigure the snap-in\\n---------------------\\n\\n1. In the **Configuration** tab, the first input field to set is *filters*. Here you can declare for which tickets to track the SLA status and to which channels to send notifications.\\n\\n   Set the ticket subtype, severity, and part; the support heads"
       },
       {
-        "id": "ART-2035_KNOWLEDGE_NODE-42",
-        "text": "ticket notifications\\n\\n* Enable through the **Notify on new ticket creation** snap-in configuration.\\n* Provide a Slack channel ID in the **Channel ID to send ticket notifications** configuration.\\n* Snap-in will send notifications to the target channel whenever a new ticket is created, regardless of the source channel or platform.\\n* Notification message threads are **not** synced between platforms.\\n\\n### Notifications for ticket state update\\n\\n* Enable through **Notify on ticket state",
-        "title": "Slack | Integrate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-28",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "you would like to tag on the message (the ticket owner gets tagged automatically); and the target Slack channel. The channel\\'s ID can be found by going to the channel details. Refer to the placeholder value on the input to see an example of how this looks.\\n2. Decide if notifications should go out even if the ticket has a target end date set. Set the toggle to the desired behavior.\\n3. Decide if a ticket should pass the check if it\\'s part is a descendant of the filter part. For example, if a"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-25",
-        "text": "ticket\\'s owner and subscribers, when a ticket\\'s resolution time SLA changes into the *Warning* or *Breached* stage.\\n\\n![]()\\n\\nFor more information, refer to the\\n[SLA status change Slack notifier snap-in](/marketplace/sla-status-change-slack-notifier) on the DevRev\\nmarketplace.\\n\\nInstallation\\n------------\\n\\n1. Create a Slack app for your workspace in <https://api.slack.com/apps>.\\n2. In App features, generate bot token in **OAuth & Permissions**.\\n3. Grant the app bot the following",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-24",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Installation](#installation)\\n* [Configure the snap-in](#configure-the-snapin)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n\\nSLA status change Slack notifier\\n================================\\n\\nGet alerted on your ticket\\'s SLAs. This snap-in sends a notification through Slack to user configured channels, tagging the"
       },
       {
-        "id": "ART-2035_KNOWLEDGE_NODE-36",
-        "text": "Slack Channel ID in the **Channel ID to send conversation notifications** snap-in configuration as the target to post notifications.\\n\\n* Any new message within tickets in the customer messages panel is also subjected to the same automation.\\n* To prevent notification overload, each conversation or ticket is subject to a five minute cooldown period between notifications. Multiple consecutive messages within this window will not trigger additional notifications.\\n* Notification threads are not",
-        "title": "Slack | Integrate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-29",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "ticket with part set as \"Feature 1\" should trigger a notification when the filter is set to \"Capability 1\" and this is a parent part of that feature. Set the toggle to the desired behavior.\\n4. Check the default message body and change it if you would like a different phrasing.\\n\\n[PreviousSet user preference for group](/docs/automations/set-user-preference)[NextSlash commands](/docs/automations/slash-commands)\\n\\n#### On this page\\n\\n* [Installation](#installation)\\n* [Configure the"
       },
       {
-        "id": "ART-2912_KNOWLEDGE_NODE-13",
-        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
-        "title": "Ticket email notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-2912_KNOWLEDGE_NODE-15",
+        "title": "Ticket email notifier | Automate | Snap-ins | DevRev",
+        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-29",
-        "text": "ticket with part set as \"Feature 1\" should trigger a notification when the filter is set to \"Capability 1\" and this is a parent part of that feature. Set the toggle to the desired behavior.\\n4. Check the default message body and change it if you would like a different phrasing.\\n\\n[PreviousSet user preference for group](/docs/automations/set-user-preference)[NextSlash commands](/docs/automations/slash-commands)\\n\\n#### On this page\\n\\n* [Installation](#installation)\\n* [Configure the",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-25",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "ticket\\'s owner and subscribers, when a ticket\\'s resolution time SLA changes into the *Warning* or *Breached* stage.\\n\\n![]()\\n\\nFor more information, refer to the\\n[SLA status change Slack notifier snap-in](/marketplace/sla-status-change-slack-notifier) on the DevRev\\nmarketplace.\\n\\nInstallation\\n------------\\n\\n1. Create a Slack app for your workspace in <https://api.slack.com/apps>.\\n2. In App features, generate bot token in **OAuth & Permissions**.\\n3. Grant the app bot the following"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-27",
-        "text": "Connection**.\\n   * Select **Slack** from the dowpdown list.\\n   * Give it a name and sign in with Slack. Ensure to toggle on **Make public** to make the connection public for your organization.\\n\\nConfigure the snap-in\\n---------------------\\n\\n1. In the **Configuration** tab, the first input field to set is *filters*. Here you can declare for which tickets to track the SLA status and to which channels to send notifications.\\n\\n   Set the ticket subtype, severity, and part; the support heads",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-15",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "[Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    - [Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment"
       },
       {
-        "id": "ART-2035_KNOWLEDGE_NODE-38",
-        "text": "recommended if you already have a conversation in progress. Configure the snap-in to send or not send a ticket summary card to the Slack thread using the **Notify on conversation to ticket conversion** setting. Regardless, the Slack thread will sync with the new ticket instead of the ongoing conversation.\\n\\n![]()\\n\\nSlack does not support slash commands in threads.\\n\\nChoosing one of the first two options will open a pop-up modal with the new ticket form. Complete the required fields; some",
-        "title": "Slack | Integrate | Snap-ins | DevRev"
+        "id": "ART-2017_KNOWLEDGE_NODE-14",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket Immutability](/docs/automations/ticket-immutability)\\n    - [Ticket email notifier](/docs/automations/ticket-email-notifier)\\n    - [Task tracker](/docs/automations/task-tracker)\\n    - [Ticket Tagger](/docs/automations/ticket-tagger)\\n    - [Tracxn sync](/docs/automations/tracxn-sync)\\n    - [User group validator](/docs/automations/user-group-validator)\\n    - [Work duration](/docs/automations/work-duration)\\n    -"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-24",
-        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Installation](#installation)\\n* [Configure the snap-in](#configure-the-snapin)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n\\nSLA status change Slack notifier\\n================================\\n\\nGet alerted on your ticket\\'s SLAs. This snap-in sends a notification through Slack to user configured channels, tagging the",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-1953_KNOWLEDGE_NODE-15",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-13",
-        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-968_KNOWLEDGE_NODE-0",
+        "title": "Rocketium: On call Tagging - Slack",
+        "text": "b'Rocketium: Slack - On-call Tagging\\n\\n\\xe2\\x97\\x8f Problem statement:\\n\\xe2\\x97\\x8b Rocketium\\xe2\\x80\\x99s CS team creates tickets in DevRev from a specific Slack channel for their\\non-call team to address and work on them.\\n\\xe2\\x97\\x8b Currently, the users are required to manually tag the on-call Slack group members in\\nthe ticket description as shown in the image below.\\n\\n\\xe2\\x97\\x8b The requirement is to automatically tag the members without manual intervention.\\nNote: The requirement"
       }
     ]
   },
@@ -3532,54 +3532,54 @@
     "query": "export all accounts without 500 limit",
     "retrievals": [
       {
-        "id": "ART-1255_KNOWLEDGE_NODE-8",
-        "text": "Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/accounts/export)[#### Get Account\\n\\nNext](/api-reference/accounts/get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Export Accounts (POST) | DevRev | Docs"
+        "id": "ART-1462_KNOWLEDGE_NODE-1",
+        "title": "Export Accounts (POST) \u2014 DevRev | Docs",
+        "text": "properties\\n\\ndisplay_namelist of stringsOptional\\n\\nArray of display names of accounts to be filtered.\\n\\nexternal_refslist of stringsOptional\\n\\nArray of references of accounts to be filtered.\\n\\nfirstintegerOptional`>=1``<=500`\\n\\nThe number of accounts to return. The default is \\xe2\\x80\\x9850\\xe2\\x80\\x99.\\n\\nmodified_dateobjectOptional\\n\\nShow 2 properties\\n\\nsort_bylist of stringsOptional\\n\\nFields to sort the accounts by and the direction to sort them in.\\n\\nstagelist of"
       },
       {
-        "id": "ART-1462_KNOWLEDGE_NODE-3",
-        "text": "Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nPOST\\n\\n/accounts.export\\n\\n[code]\\n\\n    $| curl -X POST https://api.devrev.ai/accounts.export \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\" \\\\  \\n    >|      -H \"Content-Type: application/json\" \\\\  \\n    >|      -d \\'{}\\'\\n[/code]  \\n  \\nTry it\\n\\n200accountsExportPostExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"accounts\": [  \\n    3|     {  \\n    4|       \"id\": \"foo\",  \\n    5|",
-        "title": "Export Accounts (POST) \u2014 DevRev | Docs"
+        "id": "ART-1652_KNOWLEDGE_NODE-15",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "of strings Optional\\nDomains for accounts to be filtered.\\nexternal_refs list of strings Optional\\nArray of references of accounts to be filtered.\\nlimit integer Optional\\nThe maximum number of accounts to return per page. The default is \\'50\\'.\\nmode \"after\" or \"before\" Optional\\nAllowed values: after before\\nThe iteration mode to use. If \"after\", then entries after the provided cursor will be returned, or if no cursor is provided, then from the beginning. If \"before\", then entries before the"
       },
       {
-        "id": "ART-1254_KNOWLEDGE_NODE-9",
-        "text": "Export Accounts (POST)\\n\\nNext](/api-reference/accounts/export-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Export Accounts | DevRev | Docs"
+        "id": "ART-1652_KNOWLEDGE_NODE-11",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "string Optional\\nArray of display names of accounts to be filtered.\\ndomains string Optional\\nDomains for accounts to be filtered.\\nexternal_refs string Optional\\nArray of references of accounts to be filtered.\\nlimit integer Optional\\nThe maximum number of accounts to return per page. The default is \\'50\\'.\\nmode \"after\" or \"before\" Optional\\nThe iteration mode to use, otherwise if not set, then \"after\" is used.\\nAllowed values: after before\\nmodified_date.after datetime Optional\\nFilters for"
       },
       {
-        "id": "ART-1254_KNOWLEDGE_NODE-1",
-        "text": "it](/api-reference/accounts/export?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14 | \"type\": \"string\", |\\n| 15 | \"name\": \"string\", |\\n| 16 | \"size\": 1 |\\n| 17 | } |\\n| 18",
-        "title": "Export Accounts | DevRev | Docs"
+        "id": "ART-1303_KNOWLEDGE_NODE-16",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "string Optional\\nArray of display names of accounts to be filtered.\\ndomains string Optional\\nDomains for accounts to be filtered.\\nexternal_refs string Optional\\nArray of references of accounts to be filtered.\\nlimit integer Optional\\nThe maximum number of accounts to return per page. The default is \\'50\\'.\\nmode \"after\" or \"before\" Optional\\nThe iteration mode to use, otherwise if not set, then \"after\" is used.\\nAllowed values: after before\\nmodified_date.after datetime Optional\\nFilters for"
       },
       {
-        "id": "ART-1255_KNOWLEDGE_NODE-1",
-        "text": "|\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/accounts/export-post?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14",
-        "title": "Export Accounts (POST) | DevRev | Docs"
+        "id": "ART-1639_KNOWLEDGE_NODE-11",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "string Optional\\nArray of display names of accounts to be filtered.\\ndomains string Optional\\nDomains for accounts to be filtered.\\nexternal_refs string Optional\\nArray of references of accounts to be filtered.\\nlimit integer Optional\\nThe maximum number of accounts to return per page. The default is \\'50\\'.\\nmode \"after\" or \"before\" Optional\\nThe iteration mode to use, otherwise if not set, then \"after\" is used.\\nAllowed values: after before\\nmodified_date.after datetime Optional\\nFilters for"
       },
       {
-        "id": "ART-1254_KNOWLEDGE_NODE-0",
-        "text": "b'Export Accounts | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nExport Accounts\\n===============\\n\\nCopy page\\n\\nGET\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nGET\\n\\n/accounts.export\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl https://api.devrev.ai/accounts.export \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" |\\n```\\n\\n[Try",
-        "title": "Export Accounts | DevRev | Docs"
+        "id": "ART-1303_KNOWLEDGE_NODE-20",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "of strings Optional\\nDomains for accounts to be filtered.\\nexternal_refs list of strings Optional\\nArray of references of accounts to be filtered.\\nlimit integer Optional\\nThe maximum number of accounts to return per page. The default is \\'50\\'.\\nmode \"after\" or \"before\" Optional\\nAllowed values: after before\\nThe iteration mode to use. If \"after\", then entries after the provided cursor will be returned, or if no cursor is provided, then from the beginning. If \"before\", then entries before the"
       },
       {
-        "id": "ART-1255_KNOWLEDGE_NODE-0",
-        "text": "b'Export Accounts (POST) | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nExport Accounts (POST)\\n======================\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nPOST\\n\\n/accounts.export\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/accounts.export \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\",
-        "title": "Export Accounts (POST) | DevRev | Docs"
+        "id": "ART-1639_KNOWLEDGE_NODE-15",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "of strings Optional\\nDomains for accounts to be filtered.\\nexternal_refs list of strings Optional\\nArray of references of accounts to be filtered.\\nlimit integer Optional\\nThe maximum number of accounts to return per page. The default is \\'50\\'.\\nmode \"after\" or \"before\" Optional\\nAllowed values: after before\\nThe iteration mode to use. If \"after\", then entries after the provided cursor will be returned, or if no cursor is provided, then from the beginning. If \"before\", then entries before the"
       },
       {
-        "id": "ART-1449_KNOWLEDGE_NODE-5",
-        "text": "Unavailable Error\\n\\nGET\\n\\n/accounts.export\\n\\n[code]\\n\\n    $| curl https://api.devrev.ai/accounts.export \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\"\\n[/code]  \\n  \\nTry it\\n\\n200exportExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"accounts\": [  \\n    3|     {  \\n    4|       \"id\": \"foo\",  \\n    5|       \"owned_by\": [  \\n    6|         {  \\n    7|           \"display_id\": \"foo\",  \\n    8|           \"id\": \"foo\",  \\n    9|           \"display_name\": \"foo\",  \\n",
-        "title": "Export Accounts \u2014 DevRev | Docs"
+        "id": "ART-1254_KNOWLEDGE_NODE-8",
+        "title": "Export Accounts | DevRev | Docs",
+        "text": "stringsOptional\\n\\nArray of websites of accounts to be filtered.\\n\\n### Response\\n\\nThe response to exporting a collection of accounts.\\n\\naccountslist of objects\\n\\nThe exported accounts.\\n\\nShow 14 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/accounts/delete)[####"
       },
       {
-        "id": "ART-1254_KNOWLEDGE_NODE-8",
-        "text": "stringsOptional\\n\\nArray of websites of accounts to be filtered.\\n\\n### Response\\n\\nThe response to exporting a collection of accounts.\\n\\naccountslist of objects\\n\\nThe exported accounts.\\n\\nShow 14 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/accounts/delete)[####",
-        "title": "Export Accounts | DevRev | Docs"
+        "id": "ART-1652_KNOWLEDGE_NODE-17",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "of tags to be filtered.\\nResponse.\\n\\nThis endpoint returns an object.\\naccounts list of objects\\nList containing all the accounts\\nShow 18 properties\\nnext_cursor string Optional\\nThe cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist.\\nprev_cursor string Optional\\nThe cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist.\\nAPI Reference accounts Update.\\n\\nPOST"
       },
       {
-        "id": "ART-1449_KNOWLEDGE_NODE-1",
-        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[API Reference](/public/api-reference/getting-started)[Accounts](/public/api-reference/accounts/accounts)\\n\\n# Export Accounts\\n\\nGET\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nTry it\\n\\nExports a collection of accounts.\\n\\n### Query parameters\\n\\ncreated_bylist of stringsOptional\\n\\nFilters for accounts created by the specified",
-        "title": "Export Accounts \u2014 DevRev | Docs"
+        "id": "ART-1255_KNOWLEDGE_NODE-8",
+        "title": "Export Accounts (POST) | DevRev | Docs",
+        "text": "Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/accounts/export)[#### Get Account\\n\\nNext](/api-reference/accounts/get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       }
     ]
   },
@@ -3588,54 +3588,54 @@
     "query": "export report CSV download location",
     "retrievals": [
       {
-        "id": "ART-1254_KNOWLEDGE_NODE-1",
-        "text": "it](/api-reference/accounts/export?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14 | \"type\": \"string\", |\\n| 15 | \"name\": \"string\", |\\n| 16 | \"size\": 1 |\\n| 17 | } |\\n| 18",
-        "title": "Export Accounts | DevRev | Docs"
+        "id": "ART-1302_KNOWLEDGE_NODE-55",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "artifacts.locate\\nGets the download URL for the artifact.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nThe ID of the artifact to get the URL for.\\nversion string Optional\\nThe version of the artifact that needs to be fetched.\\nResponse.\\n\\nThis endpoint returns an object.\\nurl string\\nThe artifact\\'s download URL.\\nexpires_at datetime Optional\\nThe expiration timestamp of the URL.\\nAPI Reference artifacts Prepare.\\n\\nPOST https:// api.devrev.ai / artifacts.prepare\\nCreates"
       },
       {
-        "id": "ART-1449_KNOWLEDGE_NODE-0",
-        "text": "b'[](/public/api-reference/accounts/export)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
-        "title": "Export Accounts \u2014 DevRev | Docs"
+        "id": "ART-1652_KNOWLEDGE_NODE-47",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "returns an object.\\nurl string\\nThe artifact\\'s download URL.\\nexpires_at datetime Optional\\nThe expiration timestamp of the URL.\\nAPI Reference artifacts Locate Post.\\n\\nPOST https:// api.devrev.ai / artifacts.locate\\nGets the download URL for the artifact.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nThe ID of the artifact to get the URL for.\\nversion string Optional\\nThe version of the artifact that needs to be fetched.\\nResponse.\\n\\nThis endpoint returns an"
       },
       {
-        "id": "ART-1244_KNOWLEDGE_NODE-1",
-        "text": "it](/api-reference/works/export?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"works\": [ |\\n| 3 | { |\\n| 4 | \"created_by\": { |\\n| 5 | \"display_id\": \"string\", |\\n| 6 | \"id\": \"string\", |\\n| 7 | \"display_name\": \"string\", |\\n| 8 | \"display_picture\": { |\\n| 9 | \"display_id\": \"string\", |\\n| 10 | \"id\": \"string\", |\\n| 11 | \"file\": { |\\n| 12 | \"type\": \"string\", |\\n| 13 | \"name\": \"string\", |\\n| 14 | \"size\": 1 |\\n| 15 | } |\\n| 16 | }, |\\n| 17 | \"email\": \"string\", |\\n| 18",
-        "title": "Export Works | DevRev | Docs"
+        "id": "ART-1302_KNOWLEDGE_NODE-54",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "Locate.\\n\\nGET https:// api.devrev.ai / artifacts.locate\\nGets the download URL for the artifact.\\nQuery parameters.\\n\\nid string Required\\nThe ID of the artifact to get the URL for.\\nversion string Optional\\nThe version of the artifact that needs to be fetched.\\nResponse.\\n\\nThis endpoint returns an object.\\nurl string\\nThe artifact\\'s download URL.\\nexpires_at datetime Optional\\nThe expiration timestamp of the URL.\\nAPI Reference artifacts Locate Post.\\n\\nPOST https:// api.devrev.ai /"
       },
       {
-        "id": "ART-1254_KNOWLEDGE_NODE-0",
-        "text": "b'Export Accounts | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nExport Accounts\\n===============\\n\\nCopy page\\n\\nGET\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nGET\\n\\n/accounts.export\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl https://api.devrev.ai/accounts.export \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" |\\n```\\n\\n[Try",
-        "title": "Export Accounts | DevRev | Docs"
+        "id": "ART-1639_KNOWLEDGE_NODE-47",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "returns an object.\\nurl string\\nThe artifact\\'s download URL.\\nexpires_at datetime Optional\\nThe expiration timestamp of the URL.\\nAPI Reference artifacts Locate Post.\\n\\nPOST https:// api.devrev.ai / artifacts.locate\\nGets the download URL for the artifact.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nThe ID of the artifact to get the URL for.\\nversion string Optional\\nThe version of the artifact that needs to be fetched.\\nResponse.\\n\\nThis endpoint returns an"
       },
       {
-        "id": "ART-1449_KNOWLEDGE_NODE-10",
-        "text": "\"modified_date\": \"2023-01-01T12:00:00.000Z\",  \\n    69|       \"primary_account\": {  \\n    70|         \"id\": \"foo\",  \\n    71|         \"display_id\": \"foo\",  \\n    72|         \"display_name\": \"foo\"  \\n    73|       },  \\n    74|       \"tier\": \"foo\",  \\n    75|       \"websites\": [  \\n    76|         \"foo\"  \\n    77|       ]  \\n    78|     }  \\n    79|   ]  \\n    80| }\\n[/code]  \\n  \\n[Export Accounts (POST)Up Next](/public/api-reference/accounts/export-post)\\n\\n[Built",
-        "title": "Export Accounts \u2014 DevRev | Docs"
+        "id": "ART-1303_KNOWLEDGE_NODE-52",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "returns an object.\\nurl string\\nThe artifact\\'s download URL.\\nexpires_at datetime Optional\\nThe expiration timestamp of the URL.\\nAPI Reference artifacts Locate Post.\\n\\nPOST https:// api.devrev.ai / artifacts.locate\\nGets the download URL for the artifact.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nThe ID of the artifact to get the URL for.\\nversion string Optional\\nThe version of the artifact that needs to be fetched.\\nResponse.\\n\\nThis endpoint returns an"
       },
       {
-        "id": "ART-1254_KNOWLEDGE_NODE-9",
-        "text": "Export Accounts (POST)\\n\\nNext](/api-reference/accounts/export-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Export Accounts | DevRev | Docs"
+        "id": "ART-1440_KNOWLEDGE_NODE-0",
+        "title": "Export Works \u2014 DevRev | Docs",
+        "text": "b'[](/public/api-reference/works/export)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources"
       },
       {
-        "id": "ART-1302_KNOWLEDGE_NODE-11",
-        "text": "accounts.export\\n$ curl -G https://api.devrev.ai/accounts.export \\\\ > -H \" Authorization: Bearer <token> \" \\\\ > --data-urlencode created_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode created_date.before=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.before=2023-01-01T12:00:00Z\\n200 Retrieved 1 { 2 \" accounts \" : [ 3 { 4 \" created_date \" : \" 2023-01-01T12:00:00Z \" , 5 \" display_id \" : \" display_id \" , 6 \" id \" : \"",
-        "title": "Export \u2014 DevRev | Docs"
+        "id": "ART-1449_KNOWLEDGE_NODE-0",
+        "title": "Export Accounts \u2014 DevRev | Docs",
+        "text": "b'[](/public/api-reference/accounts/export)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources"
       },
       {
-        "id": "ART-1449_KNOWLEDGE_NODE-5",
-        "text": "Unavailable Error\\n\\nGET\\n\\n/accounts.export\\n\\n[code]\\n\\n    $| curl https://api.devrev.ai/accounts.export \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\"\\n[/code]  \\n  \\nTry it\\n\\n200exportExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"accounts\": [  \\n    3|     {  \\n    4|       \"id\": \"foo\",  \\n    5|       \"owned_by\": [  \\n    6|         {  \\n    7|           \"display_id\": \"foo\",  \\n    8|           \"id\": \"foo\",  \\n    9|           \"display_name\": \"foo\",  \\n",
-        "title": "Export Accounts \u2014 DevRev | Docs"
+        "id": "ART-1244_KNOWLEDGE_NODE-5",
+        "title": "Export Works | DevRev | Docs",
+        "text": "\"string\", |\\n| 77 | \"id\": \"string\", |\\n| 78 | \"file\": { |\\n| 79 | \"type\": \"string\", |\\n| 80 | \"name\": \"string\", |\\n| 81 | \"size\": 1 |\\n| 82 | } |\\n| 83 | }, |\\n| 84 | \"email\": \"string\", |\\n| 85 | \"full_name\": \"string\", |\\n| 86 | \"state\": \"active\" |\\n| 87 | } |\\n| 88 | ], |\\n| 89 | \"reported_by\": [ |\\n| 90 | { |\\n| 91 | \"display_id\": \"string\", |\\n| 92 | \"id\": \"string\", |\\n| 93 | \"display_name\": \"string\", |\\n| 94 | \"display_picture\": { |\\n| 95 | \"display_id\": \"string\", |\\n| 96 | \"id\": \"string\","
       },
       {
-        "id": "ART-1255_KNOWLEDGE_NODE-0",
-        "text": "b'Export Accounts (POST) | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nExport Accounts (POST)\\n======================\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nPOST\\n\\n/accounts.export\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/accounts.export \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\",
-        "title": "Export Accounts (POST) | DevRev | Docs"
+        "id": "ART-16355_KNOWLEDGE_NODE-35",
+        "title": "CSV commands uploader | Automate | Snap-ins | DevRev",
+        "text": "Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.'"
       },
       {
-        "id": "ART-1255_KNOWLEDGE_NODE-1",
-        "text": "|\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/accounts/export-post?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14",
-        "title": "Export Accounts (POST) | DevRev | Docs"
+        "id": "ART-1462_KNOWLEDGE_NODE-12",
+        "title": "Export Accounts (POST) \u2014 DevRev | Docs",
+        "text": "[Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin ](https://www.linkedin.com/company/devrev)\\n  * [X (formerly Twitter)](https://twitter.com/devrev)\\n  * [Gr.ai.ce](https://devrev.ai/graice)\\n\\nLegal\\n\\n  *"
       }
     ]
   },
@@ -3644,54 +3644,54 @@
     "query": "ticket calls show playback access issue",
     "retrievals": [
       {
-        "id": "ART-1447_KNOWLEDGE_NODE-8",
-        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'",
-        "title": "Tickets and issues \u2014 DevRev | Docs"
+        "id": "ART-1978_KNOWLEDGE_NODE-43",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "with that email or not.\\n  + This could also be because your customer hasn't logged in.\\n* Customer isn't able to view the tickets they have created.\\n\\n  + Check if there are any reported tickets by that customer. You can do so by logging into your DevRev app and then going into the tickets section. Here you can filter based on **reported by** and see if any tickets have been reported by the customer who isn't able to view the tickets.\\n  + Check if the customer has logged in on the correct"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-41",
-        "text": "progress\\n\\n\\n\\nOpen\\n\\n\\n\\nEscalate\\n\\n\\n\\nValidate the fix\\n\\n\\n\\nAdditional detail needed\\n\\n\\n\\nCustomer responds\\n\\n\\n\\nStart\\n\\n\\n\\nFeature request accepted\\n\\n\\n\\nResolved\\n\\n\\n\\nNot valid\\n\\n\\n\\nQueued\\n\\n\\n\\nWork in progress\\n\\n\\n\\nAwaiting product assist\\n\\n\\n\\nAwaiting development\\n\\n\\n\\nAwating customer response\\n\\n\\n\\nIn development\\n\\n\\n\\nAccepted\\n\\n\\n\\nResolved\\n\\n\\n\\nCanceled\\n```\\n\\n**Open**\\n\\n* *Queued* (Q)\\n  The initial stage for all tickets. When a new ticket is created,",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1958_KNOWLEDGE_NODE-27",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "of all the roles associated with the target. If at least one role provides the necessary privilege, say create privilege, the actor is granted permission to proceed with the action, allowing them to create the issue.\\n\\n```\\nGroups\\n\\n\\n\\nGroups\\n\\n\\n\\nUser\\n\\n\\n\\nEngineering\\n\\n\\n\\nSupport\\n\\n\\n\\nRole READ on parts\\n\\n\\n\\nRole CREATE on tickets\\n\\n\\n\\nCREATE on tickets  \\nREAD on parts\\n```\\n\\nIf a user attempts an action they\\'re not authorized to perform, they see a message which says \"You"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-39",
-        "text": "other tickets or issues that relate to this ticket, click **Link Records** and select the relevant items.\\n7. If you would like to immediately create another ticket, select **Create multiple**.\\n8. Click **Create**.\\n\\nIf a ticket is created from an existing conversation, then the ticket's title and description are populated automatically from the conversation.\\n\\n![]()\\n\\nYou can create a child issue by clicking **+ Link issue** > **Add a child issue**. You can link the other existing issue as",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-63",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "support tickets on behalf of customers\\xe2\\x80\\x94without granting customers access to these tickets. This feature enables internal collaboration while keeping the ticket invisible to the customer until explicitly made external.\\n\\nEven if a ticket contains customer-related information (such as the customer workspace or the **Reported by** field), it remains inaccessible to the customer unless it is explicitly converted into an external ticket. The **Customer Messages** tab is unavailable for"
       },
       {
-        "id": "ART-1002_KNOWLEDGE_NODE-1",
-        "text": "\\xe2\\x86\\x92 Issues\\n  Items to track customer requests/problems \\xe2\\x86\\x92 Tickets\\n\\n\\nGiven the converged nature of the DevRev platform, we have both Tickets, and Issues, so when do you use what? The answer is \\xe2\\x80\\x9cit depends\\xe2\\x80\\x9d on what your role is on the part you\\xe2\\x80\\x99re creating the work item on. In general, issues should be restricted to those individuals that either own or contribute to a part. Tickets should be used for all customer/consumer (internal or",
-        "title": "Tickets, Issues: When to Use Each"
+        "id": "ART-1955_KNOWLEDGE_NODE-28",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "tickets.\\n\\n  Privileges: ticket object ['CREATE']\\n* *Customer Ticket Field Access:* Contains the field access on tickets\\n\\n  Privileges: ticket object None\\n* *Self RevOrg Viewer:* Contains privileges on revOrgs for revUsers to view there workspace.\\n\\n  Privileges: revo object ['READ']\\n* *Self RevOrg RevUsers Viewer:* Contains privileges on revUsers for revUsers to view there workspace revUsers.\\n\\n  Privileges: revu object ['READ']\\n* *Self RevUsers Viewer:* Contains privileges on"
       },
       {
-        "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 under **Support** in the DevRev app.\\n\\n![]()\\n\\nYou can export views to CSV or JSON by selecting **Actions** in the upper-right corner and choosing the format.\\n\\nAttributes\\n----------\\n\\nTickets have attributes that can be used to filter",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1001_KNOWLEDGE_NODE-0",
+        "title": "DevRev PLuG Session Replay",
+        "text": "b'With most things in life, the more context you have, the more informed you are and the better the decisions you can make.\\n\\nAs a support engineer we are constantly bombarded with customers reaching out for help. Now, what if we could see what the user was doing prior to contacting support? As a developer seeing if the customer\\xe2\\x80\\x99s problem is a defect, seeing the steps they took can be enlightening.\\n\\nIn comes PLuG Session Replay\\xe2\\x80\\xa6 Just wanna see it? Click HERE\\n\\nWith"
       },
       {
-        "id": "ART-1447_KNOWLEDGE_NODE-1",
-        "text": "[Tickets](https://docs.devrev.ai/product/tickets) and [Issues](https://docs.devrev.ai/product/issues).\\n\\nWas this page helpful?YesNo\\n\\n[Create WorkUp Next](/public/api-reference/works/create)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  *",
-        "title": "Tickets and issues \u2014 DevRev | Docs"
+        "id": "ART-1958_KNOWLEDGE_NODE-4",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to"
       },
       {
-        "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 support\\xe2\\x80\\x94tracking requests, problems, or questions from customers or prospects.\\n\\nIssues\\xc2\\xa0are internal work items for developers\\xe2\\x80\\x94used to improve the product, fix bugs, or implement features. Issues can be linked to",
-        "title": "Support queries related playbook"
+        "id": "ART-1540_KNOWLEDGE_NODE-2",
+        "title": "Get Link (POST) (Beta) \u2014 DevRev | Docs",
+        "text": "\"type\": \"ticket\",  \\n    7|       \"id\": \"source\",  \\n    8|       \"owned_by\": [  \\n    9|         {  \\n    10|           \"type\": \"sys_user\",  \\n    11|           \"id\": \"source\"  \\n    12|         }  \\n    13|       ],  \\n    14|       \"title\": \"source\",  \\n    15|       \"display_id\": \"source\",  \\n    16|       \"rev_org\": {  \\n    17|         \"type\": \"rev_org\",  \\n    18|         \"id\": \"source\"  \\n    19|       },  \\n    20|       \"severity\": \"blocker\",  \\n    21|       \"stage\": {  \\n    22|"
       },
       {
-        "id": "ART-1002_KNOWLEDGE_NODE-3",
-        "text": "systems being used for engineering work are commonly abused by sales, marketing and support teams. For example, a sales rep may create an issue for a developer for a customer request. In the case of support, you\\xe2\\x80\\x99ll commonly see a ton of duplicate issues when only one was really necessary. This leads to a lot of noise for developers, and devalues the notion of an \\xe2\\x80\\x9cissue\\xe2\\x80\\x9d. By keeping a clear line between tickets and issues, we ensure the following:\\n\\n\\n  issues",
-        "title": "Tickets, Issues: When to Use Each"
+        "id": "ART-1447_KNOWLEDGE_NODE-8",
+        "title": "Tickets and issues \u2014 DevRev | Docs",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-40",
-        "text": "a child issue or create a new one by clicking on **+ New issue**.\\nJust update the title of the child issue and click enter. All other fields will be populated automatically by DevRev. You can edit them later.\\n\\nTags\\n----\\n\\n* Stalled\\n* Priority/Escalated\\n* Fast/Slow Moving\\n* Blocked\\n* Resolution: [*value*]\\n* Impact: [*value*]\\n* Reason: [*value*]\\n\\nStages\\n------\\n\\nThe following figure shows the state machine for tickets.\\n\\n```\\nClosed\\n\\n\\n\\nIn",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1304_KNOWLEDGE_NODE-464",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the"
       },
       {
-        "id": "ART-1242_KNOWLEDGE_NODE-0",
-        "text": "b'Tickets and issues | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[works](/api-reference/works/tickets-and-issues)\\n\\nTickets and issues\\n==================\\n\\nCopy page\\n\\n`works` endpoint\\n\\n\\xe2\\x84\\xb9\\xef\\xb8\\x8f A work item is a record of some work that has to be done for a customer (ticket) or for another builder or maintainer of a part (issue).\\n\\n\\xf0\\x9f\\x93\\x8c For more information",
-        "title": "Tickets and issues | DevRev | Docs"
+        "id": "ART-1471_KNOWLEDGE_NODE-16",
+        "title": "Restricted messages on a timeline \u2014 DevRev | Docs",
+        "text": "__\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'"
       }
     ]
   },
@@ -3701,53 +3701,53 @@
     "retrievals": [
       {
         "id": "ART-17569_KNOWLEDGE_NODE-1",
-        "text": "message in the UI if they try to access an uninstalled app: \\xe2\\x80\\x9cWe can\\xe2\\x80\\x99t authorize you because of an OAuth error. For more information, contact your Salesforce administrator.\\xe2\\x80\\x9d and the OAUTH_APPROVAL_ERROR_GENERIC message.\"\\n\\nDue to this, customers may experience issues when trying to create a new Salesforce connection and install the DevRev app on their Salesforce instance.\\n\\nRead more about this on the shared article above. Follow the next steps to enable the",
-        "title": "Issues with Salesforce OAuth connection"
+        "title": "Issues with Salesforce OAuth connection",
+        "text": "message in the UI if they try to access an uninstalled app: \\xe2\\x80\\x9cWe can\\xe2\\x80\\x99t authorize you because of an OAuth error. For more information, contact your Salesforce administrator.\\xe2\\x80\\x9d and the OAUTH_APPROVAL_ERROR_GENERIC message.\"\\n\\nDue to this, customers may experience issues when trying to create a new Salesforce connection and install the DevRev app on their Salesforce instance.\\n\\nRead more about this on the shared article above. Follow the next steps to enable the"
       },
       {
-        "id": "ART-2047_KNOWLEDGE_NODE-30",
-        "text": "it\\'s your first).\\n2. Create a new connection to your Salesforce account, or use an existing connection if you already have one.\\n3. Once the connection is established, select the Salesforce account you want to import and specify the DevRev part that should be used for any imported cases without a product. This initiates a bulk import of the selected account.\\n4. DevRev makes an effort to automatically map the fields from Salesforce to corresponding fields in DevRev. However, you may be",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-17569_KNOWLEDGE_NODE-2",
+        "title": "Issues with Salesforce OAuth connection",
+        "text": "connection:\\n\\nOpen a Support Case w/ SFDC Support.\\n\\nAsk to have the API Access Control feature enabled\\n\\nOnce enabled, go to the system user in SFDC and select the appropriate profle/permission set and go to System Permissions.\\n\\nCheck the box that says \"Use Any API client\"\\n\\nThis is a setting that wouldn\\'t be available without the API Access Control feature.\\n\\nRetry creating the connection after you\\'ve completed the previous steps.'"
       },
       {
-        "id": "ART-15716_KNOWLEDGE_NODE-3",
-        "text": "SMTP/IMAP). You\\xe2\\x80\\x99ll need admin access to complete the setup.\\n\\n[Email integration setup instructions](https://devrev.ai/docs/integrations/email)\\n\\n6. Syncing Cases Between DevRev and Salesforce\\n\\nYes, you can sync cases (tickets) from DevRev to Salesforce using the Salesforce integration. Mapping and sync options are available during setup.\\n\\n[Syncing cases with Salesforce](https://devrev.ai/docs/integrations/salesforce#sync-cases)\\n\\n7. Supported Airdrop Sources\\n\\nDevRev Airdrop",
-        "title": "Support queries related playbook"
+        "id": "ART-17569_KNOWLEDGE_NODE-0",
+        "title": "Issues with Salesforce OAuth connection",
+        "text": "b'\"Starting in early September 2025, Salesforce will restrict the use of uninstalled connected apps. This usage restriction will block end users from using uninstalled connected apps. This change is part of Salesforce\\'s commitment to making our products and services secure-by-default.\"\\n\\n[Prepare for Connected App Usage Restrictions Change](https://help.salesforce.com/s/articleView?id=005132365&type=1)\\n\\n\"If API Access control isn\\xe2\\x80\\x99t enabled, end users see the following error"
       },
       {
-        "id": "ART-2047_KNOWLEDGE_NODE-36",
-        "text": "DevRev**.\\n\\n![]()\\n\\nThis may override fields in previously imported items, even if they were modified in DevRev.\\n\\n### Sync to Salesforce\\n\\nAfter a successful import from a Salesforce account, you can sync changes made in DevRev to the previously imported cases back to Salesforce. Additionally, any new [DevRev tickets marked for sync](#mark-a-devrev-ticket-for-syncing) is created as new Salesforce items.\\n\\nTo perform a one-time sync to Salesforce, follow these steps:\\n\\n1. Go to",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-1966_KNOWLEDGE_NODE-44",
+        "title": "External identity provider setup | Computer by DevRev | DevRev",
+        "text": "errors**: Verify the sign\\\\_in\\\\_endpoint (SAML) or issuer (OIDC) is accessible and returns valid responses.\\n2. **Login failures**: Check that users are assigned to the application in your identity provider.\\n\\nFor additional support, contact the DevRev customer success team with your connection details and error messages.\\n\\n[PreviousAccessing DevRev](/docs/product/ui)[NextRemote MCP server](/docs/product/remote-mcp)\\n\\n#### On this page\\n\\n* [Before you begin](#before-you-begin)\\n* [Setup"
       },
       {
-        "id": "ART-2047_KNOWLEDGE_NODE-35",
-        "text": "longer available.\\n\\n### Sync to DevRev\\n\\nAfter a successful import from a Salesforce account, you can choose to sync the imported data with DevRev. This feature airdrops any new items and any changes made to previously imported items from Salesforce.\\n\\nTo perform a one-time sync to DevRev, follow these steps:\\n\\n1. Go to **Settings** > **Integrations** > **AirSyncs**.\\n2. Locate the previously imported project.\\n3. Select **\\xe2\\x8b\\xae** > **Sync Salesforce Service to",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-15372_KNOWLEDGE_NODE-3",
+        "title": "List Dev Orgs Auth Connections | DevRev | Docs",
+        "text": "Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/auth-connections/dev-org-auth-connections-get-post)[#### List Dev Orgs Auth Connections (POST)\\n\\nNext](/api-reference/auth-connections/dev-org-auth-connections-list-post)[Built"
       },
       {
-        "id": "ART-17569_KNOWLEDGE_NODE-2",
-        "text": "connection:\\n\\nOpen a Support Case w/ SFDC Support.\\n\\nAsk to have the API Access Control feature enabled\\n\\nOnce enabled, go to the system user in SFDC and select the appropriate profle/permission set and go to System Permissions.\\n\\nCheck the box that says \"Use Any API client\"\\n\\nThis is a setting that wouldn\\'t be available without the API Access Control feature.\\n\\nRetry creating the connection after you\\'ve completed the previous steps.'",
-        "title": "Issues with Salesforce OAuth connection"
+        "id": "ART-15366_KNOWLEDGE_NODE-4",
+        "title": "Update Dev Orgs Auth Connection | DevRev | Docs",
+        "text": "authentication\\nconnection.\\n\\nauth\\\\_connectionobject\\n\\nConnection object that specifies the configuration for an\\nauthentication connection that is set up for a Dev organization.\\n\\nShow 6 variants\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page"
       },
       {
-        "id": "ART-15716_KNOWLEDGE_NODE-2",
-        "text": "details](https://devrev.ai/docs/integrations/jira)\\n\\n4. Integration with Salesforce\\n\\nYes, DevRev offers a Salesforce integration. You can sync accounts, contacts, opportunities, and more between DevRev and Salesforce.\\n\\n[Salesforce integration overview](https://devrev.ai/docs/integrations/salesforce)\\n\\n5. Configuring Email Integration Snap-In\\n\\nGo to Settings \\xe2\\x86\\x92 Integrations \\xe2\\x86\\x92 Email, then follow the prompts to connect your email provider (Gmail, Outlook, or custom",
-        "title": "Support queries related playbook"
+        "id": "ART-15369_KNOWLEDGE_NODE-5",
+        "title": "Create Dev Orgs Auth Connection | DevRev | Docs",
+        "text": "Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/auth-connections/identity-provider)[#### Delete Dev Orgs Auth Connection\\n\\nNext](/api-reference/auth-connections/dev-org-auth-connections-delete)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-16740_KNOWLEDGE_NODE-1",
-        "text": "expected sync is from DevRev \\xe2\\x86\\x92 Salesforce, the Owner field in Salesforce will be overwritten with the Owner value from DevRev.'",
-        "title": "Handling Conflicts in Two-Way Sync Between DevRev and External Systems"
+        "id": "ART-15374_KNOWLEDGE_NODE-3",
+        "title": "Toggle Dev Orgs Auth Connections | DevRev | Docs",
+        "text": "Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/auth-connections/dev-org-auth-connections-list-post)[#### Update Dev Orgs Auth Connection\\n\\nNext](/api-reference/auth-connections/dev-org-auth-connections-update)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-2047_KNOWLEDGE_NODE-37",
-        "text": "**Settings** > **Integrations** > **AirSyncs**.\\n2. Locate the previously imported project.\\n3. Select **\\xe2\\x8b\\xae** > **Sync DevRev to Salesforce Service**.\\n\\n![]()\\n\\nThis may override fields in Salesforce of previously imported items, even if they were modified in Salesforce.\\n\\n#### Mark a DevRev ticket for syncing\\n\\nUsing the [Sync to Salesforce](#sync-to-salesforce) feature, it\\'s possible to sync DevRev tickets to Salesforce. In order to sync a DevRev ticket to a specific Salesforce",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-17228_KNOWLEDGE_NODE-2",
+        "title": "Common issues | DevRev | Docs",
+        "text": "--- |\\n| $ | devrev snap_in_package logs | jq |\\n```\\n\\nToken handling\\n--------------\\n\\n*Token is expired* when deploying or cleaning up\\n\\nAuthentication token to the `DEV_ORG` has expired. Reauthenticate the organization by running:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | make auth |\\n```\\n\\nMetadata extraction\\n-------------------\\n\\n###### Tips for defining record types\\n\\nThe main purpose of metadata is to define record types.\\nEach record type should correspond to a homogeneous set of"
       },
       {
-        "id": "ART-2047_KNOWLEDGE_NODE-33",
-        "text": "Salesforce](#sync-to-salesforce):\\n  + This option synchronizes any changes made in DevRev to previously synced Salesforce [supported items](#supported-objects) back to Salesforce. It also creates any [items marked in DevRev](#mark-a-devrev-ticket-for-syncing) for creation in Salesforce. This is a one-time operation.\\n* [Periodic Sync](#periodic-sync):\\n  + By enabling this option, you can automatically sync new changes from Salesforce to DevRev on a periodic basis. The default frequency is",
-        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+        "id": "ART-1488_KNOWLEDGE_NODE-8",
+        "title": "Debugging \u2014 DevRev | Docs",
+        "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 you want to create the snap-in.\\n\\nWas this page helpful?YesNo\\n\\n[Quotas and limitsUp Next](/public/snapin-development/quotas-limits)\\n\\n[Built"
       }
     ]
   },
@@ -3756,54 +3756,54 @@
     "query": "DevRev statistical data on ticket resolution time and customer benefits",
     "retrievals": [
       {
-        "id": "ART-1975_KNOWLEDGE_NODE-25",
-        "text": "insights\\n===============\\n\\n* **Tickets created**\\n\\n  The number of tickets created within the date range that meet the other filtering criteria.\\n* **Active tickets**\\n\\n  The number of tickets that are in the Open or In Progress state.\\n* **Closed tickets**\\n\\n  The number of tickets closed within the date range that meet the other filtering criteria.\\n* **Average resolution time**\\n\\n  The average time taken to resolve tickets.\\n* **Median resolution time**\\n\\n  The median time taken to",
-        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1771_KNOWLEDGE_NODE-10",
+        "title": "ToughTrucksForKids.com achieves dramatic efficiency gains and customer satisfaction through AI-powered support automation",
+        "text": "approach to customer service. The result was faster responses, more accurate solutions, and a significantly improved customer experience.\\n\\nThe bottom line: A transformation in support operations\\n-------------------------------------------------------\\n\\nToughTrucksForKids\\' implementation of DevRev delivers concrete business results:\\n\\n* 64% reduction in ticket resolution time\\n* 83% improvement in first response time\\n* 30% increase in CSAT scores\\n* 20% increase in conversion rates\\n* 65%"
       },
       {
-        "id": "ART-15792_KNOWLEDGE_NODE-8",
-        "text": "they come from - chat, email, Slack, phone - using unified data from across your company.\\n\\nCustomizable Ticket Routing: Route tickets with customizable workflows. Go beyond just priority and agent skill levels to assign the right ticket to the right person\\n\\nTakes actions: Support resolves common customer requests like password resets, subscription changes, and more from start to finish.\\n\\nUnified Data View: Eliminate disjointed middleware and layers of complex integrations. Speed up",
-        "title": "DevRev Products and Agents"
+        "id": "ART-1870_KNOWLEDGE_NODE-10",
+        "title": "Unifying teams: How ActionIQ transformed support with integration",
+        "text": "retention or engagement\\n\\n![]()\\n\\nTasso ArgyrosCEO, ActionIQ\\n\\nThe bottom line: Transforming support through connected operations\\n------------------------------------------------------------------\\n\\nActionIQ's implementation of DevRev delivered concrete business results:\\n\\n* 67% reduction in median incident resolution times\\n* 50% faster customer ticket resolution\\n* 60% reduction in turnaround time for responses to customer tickets\\n* 68% increase in incidents closed within Level 1"
       },
       {
-        "id": "ART-1975_KNOWLEDGE_NODE-28",
-        "text": "conversations against standalone tickets.\\n* **Tickets linked to issues**\\n\\n  The percentage of tickets linked to product issues.\\n* **Active tickets by owner**\\n\\n  The number of Open or In Progress tickets grouped by owner.\\n* **Tickets created vs. closed**\\n\\n  The trend of tickets created against those closed.\\n\\nCustomer satisfaction (CSAT)\\n----------------------------\\n\\n* **CSAT score distribution**\\n\\n  A distribution of customer satisfaction scores on tickets.\\n\\nTime spent per",
-        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1870_KNOWLEDGE_NODE-14",
+        "title": "Unifying teams: How ActionIQ transformed support with integration",
+        "text": "customer ticket resolution times by 50%.\\n\\nFaster follow-up responses\\n\\nWith DevRev, ActionIQ has achieved a 60% reduction in turnaround time for responses to customer tickets.\\n\\nIncreased agent productivity\\n\\nImproved organization of work items, combined with workflow automation through Snap-Ins, drove a 68% increase in the number of incidents closed within Level 1 Support (per agent, per month) and an overall 18% increase in the number of incidents closed (per agent, per month).\\n\\n###"
       },
       {
-        "id": "ART-1975_KNOWLEDGE_NODE-24",
-        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Customer & product impact](#customer-product-impact)\\n* [Ticket distribution](#ticket-distribution)\\n* [Customer satisfaction (CSAT)](#customer-satisfaction-csat)\\n* [Time spent per stage](#time-spent-per-stage)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support Teams](/docs/product/support)\\n[Support analytics](/docs/product/support-analytics)\\n[Ticket insights](/docs/dashboards/ticket-insights)\\n\\nTicket",
-        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-2886_KNOWLEDGE_NODE-1",
+        "title": "Case Study Library | DevRev",
+        "text": "workflows\\n--------------------------------------------------------------------------------------\\n\\n* 30% reduction in mean time to resolution\\n* 29% faster ticket closure time\\n* Unified collaboration between L1 and L2 support teams\\n\\n[Read Case Study](/case-study/phenom)\\n\\n![]()\\n\\nHIGHLIGHTS\\n\\nHow Bolt connected customer, product, and engineering for smooth checkout\\n-------------------------------------------------------------------------\\n\\n* 40% faster ticket resolution\\n* 35% faster"
       },
       {
-        "id": "ART-1977_KNOWLEDGE_NODE-26",
-        "text": "owner.\\n* **Average Resolution Time**\\n\\n  Average time taken to resolve tickets by ticket owners.\\n\\n[PreviousTicket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)[NextConversations](/docs/product/conversation)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For",
-        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1899_KNOWLEDGE_NODE-1",
+        "title": "Tough Trucks for Kids Story",
+        "text": "resolution time by 64%, improved first response time by over 83%, and increased their customer satisfaction score by 30%. They also saw a 20% increase in conversion rates.\\n\\nWith DevRev, Tough Trucks for Kids can now provide top-notch, scalable customer support. They're set up to maintain high customer delight as they continue to grow.\\n\\nCase Study:  Link\""
       },
       {
-        "id": "ART-1975_KNOWLEDGE_NODE-27",
-        "text": "customer satisfaction score for tickets.\\n* **Escalated tickets**\\n\\n  The number of tickets that are escalated.\\n\\nCustomer & product impact\\n-------------------------\\n\\n* **Active tickets by customer**\\n\\n  The number of Open or In Progress tickets grouped by customer.\\n* **Active tickets by part**\\n\\n  The number of Open or In Progress tickets grouped by part.\\n\\nTicket distribution\\n-------------------\\n\\n* **Tickets linked to conversations**\\n\\n  The percentage of tickets linked from",
-        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1870_KNOWLEDGE_NODE-13",
+        "title": "Unifying teams: How ActionIQ transformed support with integration",
+        "text": "stakeholders see issue status in real time\\n* Teams consistently meet resolution time targets\\n* Customers receive faster resolutions and clearer communication\\n* Support operations grow smoothly with the business\\n\\nWe're a DevRev client, and it has been a game-changer for us.\\n\\n![]()\\n\\nTasso ArgyrosFounder & CEO, ActionIQ\\n\\nThe results\\n\\nSummary\\n\\nRapid resolution time\\n\\nBetter alignment between engineering and support teams cut median incident resolution times by 67% and reduced"
       },
       {
-        "id": "ART-1975_KNOWLEDGE_NODE-29",
-        "text": "stage\\n--------------------\\n\\n* **Average time spent per stage**\\n\\n  The average time tickets spent in each stage.\\n\\n[PreviousConversation-Team Performance](/docs/dashboards/conversation-team-performance)[NextTicket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n\\n#### On this page\\n\\n* [Customer & product impact](#customer-product-impact)\\n* [Ticket distribution](#ticket-distribution)\\n* [Customer satisfaction (CSAT)](#customer-satisfaction-csat)\\n* [Time spent per",
-        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1975_KNOWLEDGE_NODE-25",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "insights\\n===============\\n\\n* **Tickets created**\\n\\n  The number of tickets created within the date range that meet the other filtering criteria.\\n* **Active tickets**\\n\\n  The number of tickets that are in the Open or In Progress state.\\n* **Closed tickets**\\n\\n  The number of tickets closed within the date range that meet the other filtering criteria.\\n* **Average resolution time**\\n\\n  The average time taken to resolve tickets.\\n* **Median resolution time**\\n\\n  The median time taken to"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-36",
-        "text": "conversations:\\n\\n**Tickets**\\n\\n| Metric | Default conditions | Start event | End event | Pause event | Resume event |\\n| --- | --- | --- | --- | --- | --- |\\n| First response time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\\n| Next response time | * Ticket created by",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1977_KNOWLEDGE_NODE-26",
+        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev",
+        "text": "owner.\\n* **Average Resolution Time**\\n\\n  Average time taken to resolve tickets by ticket owners.\\n\\n[PreviousTicket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)[NextConversations](/docs/product/conversation)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-37",
-        "text": "a customer  * The ticket was created by a customer experience engineer but reported by a customer | A new comment on the ticket by the customer after the customer experience engineer replied | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\\n| Full resolution time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | The",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1975_KNOWLEDGE_NODE-29",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "stage\\n--------------------\\n\\n* **Average time spent per stage**\\n\\n  The average time tickets spent in each stage.\\n\\n[PreviousConversation-Team Performance](/docs/dashboards/conversation-team-performance)[NextTicket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n\\n#### On this page\\n\\n* [Customer & product impact](#customer-product-impact)\\n* [Ticket distribution](#ticket-distribution)\\n* [Customer satisfaction (CSAT)](#customer-satisfaction-csat)\\n* [Time spent per"
       },
       {
-        "id": "ART-2662_KNOWLEDGE_NODE-4",
-        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to",
-        "title": "DevRev Documentation"
+        "id": "ART-1975_KNOWLEDGE_NODE-28",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "conversations against standalone tickets.\\n* **Tickets linked to issues**\\n\\n  The percentage of tickets linked to product issues.\\n* **Active tickets by owner**\\n\\n  The number of Open or In Progress tickets grouped by owner.\\n* **Tickets created vs. closed**\\n\\n  The trend of tickets created against those closed.\\n\\nCustomer satisfaction (CSAT)\\n----------------------------\\n\\n* **CSAT score distribution**\\n\\n  A distribution of customer satisfaction scores on tickets.\\n\\nTime spent per"
       }
     ]
   },
@@ -3811,55 +3811,55 @@
     "query_id": "485f47bb-d3e6-4ad5-b1e9-ec374b31a860",
     "query": "who can provide access to a dashboard or board",
     "retrievals": [
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-28",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "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 permissions to dashboards or reports through MFZ policies and sharing.\\n\\n### MFZ policies\\n\\nUse of MFZ policies facilitates the need to grant access to a wider group of users.\\n\\nAn org admin has permission to define and enable roles, in"
+      },
       {
         "id": "ART-1958_KNOWLEDGE_NODE-30",
-        "text": "do not, by default, have permission to read any datasets besides their own. Admins are responsible for granting read permissions to all or a subset of datasets, which platform users can then utilize in building dashboards or reports.\\n\\n### Sharing\\n\\nThe share functionality allows dashboard or report editors to grant read or update permissions to other users.\\n\\n1. Select **Share** from the actions drop-down.\\n2. Search for the desired user, assign them a role (Editor or Viewer), then click",
-        "title": "Access control | Computer by DevRev | DevRev"
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "do not, by default, have permission to read any datasets besides their own. Admins are responsible for granting read permissions to all or a subset of datasets, which platform users can then utilize in building dashboards or reports.\\n\\n### Sharing\\n\\nThe share functionality allows dashboard or report editors to grant read or update permissions to other users.\\n\\n1. Select **Share** from the actions drop-down.\\n2. Search for the desired user, assign them a role (Editor or Viewer), then click"
       },
       {
         "id": "ART-1958_KNOWLEDGE_NODE-29",
-        "text": "whatever combination, that will give user groups permission to perform various operations on dashboards/reports. Out of the box, the following roles are enabled for the predefined user groups:\\n\\n* Admins\\n\\n  ![]()\\n* Platform users\\n\\n  ![]()\\n\\n  By default, platform users have the following permissions:\\n\\n  + Create dashboards or reports.\\n  + Read, update, and delete their own dashboards or reports.\\n  + Create datasets.\\n  + Read, update, and delete their own datasets.\\n\\nPlatform users",
-        "title": "Access control | Computer by DevRev | DevRev"
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "whatever combination, that will give user groups permission to perform various operations on dashboards/reports. Out of the box, the following roles are enabled for the predefined user groups:\\n\\n* Admins\\n\\n  ![]()\\n* Platform users\\n\\n  ![]()\\n\\n  By default, platform users have the following permissions:\\n\\n  + Create dashboards or reports.\\n  + Read, update, and delete their own dashboards or reports.\\n  + Create datasets.\\n  + Read, update, and delete their own datasets.\\n\\nPlatform users"
       },
       {
         "id": "ART-1958_KNOWLEDGE_NODE-32",
-        "text": "**Create**: Build a dashboard or report. A user must have dashboard create permissions and dataset read permissions to create a dashboard or report.\\n* **Update**: Modify an existing dashboard or report. A user must have dashboard update permissions and dataset read permissions to modify a dashboard or report.\\n* **Share**: Allows a user to share an existing dashboard or report with other users. A user must have dashboard update permissions to share a dashboard or report.\\n\\n[PreviousDefault",
-        "title": "Access control | Computer by DevRev | DevRev"
-      },
-      {
-        "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 permissions to dashboards or reports through MFZ policies and sharing.\\n\\n### MFZ policies\\n\\nUse of MFZ policies facilitates the need to grant access to a wider group of users.\\n\\nAn org admin has permission to define and enable roles, in",
-        "title": "Access control | Computer by DevRev | DevRev"
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "**Create**: Build a dashboard or report. A user must have dashboard create permissions and dataset read permissions to create a dashboard or report.\\n* **Update**: Modify an existing dashboard or report. A user must have dashboard update permissions and dataset read permissions to modify a dashboard or report.\\n* **Share**: Allows a user to share an existing dashboard or report with other users. A user must have dashboard update permissions to share a dashboard or report.\\n\\n[PreviousDefault"
       },
       {
         "id": "ART-1958_KNOWLEDGE_NODE-31",
-        "text": "**Share**.\\n\\nVista privileges\\n----------------\\n\\nTwo objects power vista reports: dashboards and datasets. Dashboards represent the view, while datasets represent the actual underlying data. A user must, at a minimum, have access permissions to dashboards in order to perform any meaningful operations on vista reports. Below is a list of possible operations:\\n\\n* **Read**: View a dashboard or report. Dashboard read permissions are required for a user to view a dashboard or report.\\n*",
-        "title": "Access control | Computer by DevRev | DevRev"
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "**Share**.\\n\\nVista privileges\\n----------------\\n\\nTwo objects power vista reports: dashboards and datasets. Dashboards represent the view, while datasets represent the actual underlying data. A user must, at a minimum, have access permissions to dashboards in order to perform any meaningful operations on vista reports. Below is a list of possible operations:\\n\\n* **Read**: View a dashboard or report. Dashboard read permissions are required for a user to view a dashboard or report.\\n*"
       },
       {
-        "id": "ART-15687_KNOWLEDGE_NODE-1",
-        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +",
-        "title": "Dashboards | Computer by DevRev | DevRev"
+        "id": "ART-1955_KNOWLEDGE_NODE-38",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "allows a user to create a dashboard\\n\\n  Privileges: dashboard object ['CREATE']\\n* *Dashboard Owner:* A role that allows the creator to view, edit and delete a dashboard\\n\\n  Privileges: dashboard object ['READ', 'UPDATE', 'DELETE']\\n* *Question Answer Interactor:* Contains privileges on question answers for members of the default group 'Members'.\\n\\n  Privileges: question\\\\_answer object ['CREATE', 'READ', 'UPDATE']\\n* *Dataset Creator:* A role that allows a user to create a dataset\\n\\n"
       },
       {
-        "id": "ART-1955_KNOWLEDGE_NODE-38",
-        "text": "allows a user to create a dashboard\\n\\n  Privileges: dashboard object ['CREATE']\\n* *Dashboard Owner:* A role that allows the creator to view, edit and delete a dashboard\\n\\n  Privileges: dashboard object ['READ', 'UPDATE', 'DELETE']\\n* *Question Answer Interactor:* Contains privileges on question answers for members of the default group 'Members'.\\n\\n  Privileges: question\\\\_answer object ['CREATE', 'READ', 'UPDATE']\\n* *Dataset Creator:* A role that allows a user to create a dataset\\n\\n",
-        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+        "id": "ART-1952_KNOWLEDGE_NODE-38",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "the \\xe2\\x9c\\x8f\\xef\\xb8\\x8f\\xc2\\xa0icon. This will take you into the widget builder.\\n\\n### Share\\n\\nShare reports/dashboards by clicking the \\xe2\\x9a\\xa1\\xc2\\xa0button on your dashboard main page. Based on whether you have access, you can share with team members.\\n\\nAuthorization (MFZ)\\n-------------------\\n\\nFor Authorization (MFZ) related information, refer to [Vista Reports Authorization](./access-control).\\n\\n[PreviousVistas](/docs/product/vistas)[NextBoard"
       },
       {
-        "id": "ART-15687_KNOWLEDGE_NODE-31",
-        "text": "dashboards\\n-------------------\\n\\nDashboards organize and display multiple widgets.\\n\\n* **Access the dashboard builder**:\\n  Similar to the widget builder, access the dashboard builder by modifying your DevRev workspace URL. For example, your\\\\_workspace\\\\_slug/dashboard-preview.\\n  The builder provides a boilerplate code.\\n\\n  ![]()\\n* **Link widgets to the dashboard**:\\n\\n  + Scroll to the section that defines the widgets to be linked.\\n  + Remove any existing widget IDs and paste the",
-        "title": "Dashboards | Computer by DevRev | DevRev"
+        "id": "ART-1955_KNOWLEDGE_NODE-55",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "Contact Admin field access role\\n\\n  Privileges: revu object None\\n* *Vista Creator:* A role that allows a user to create a vista\\n\\n  Privileges: vista object ['CREATE']\\n* *Vista Owner:* A role that allows the creator to view, edit and delete a vista\\n\\n  Privileges: vista object ['READ', 'UPDATE', 'DELETE']\\n* *Issue Admin Field Access:* Issue admin field access role\\n\\n  Privileges: issue object None\\n* *Dashboard Admin:* A role that allows CRUDL operations to admins\\n\\n  Privileges:"
       },
       {
-        "id": "ART-15687_KNOWLEDGE_NODE-33",
-        "text": "organization.\\n  Define the reference ID for each tab before mapping widgets to them.\\n* **Create the dashboard**:\\n  Once satisfied with the linked widgets and layout, click the **Create dashboard** button.\\n* **Accessing dashboards**:\\n\\nSearch in the **Explore** section:\\n\\n* Go to **Explore** in the left nav in DevRev.\\n* Search for your dashboard by its name.\\n* Click on the dashboard to access it.\\n* For easy access, you can pin your dashboard under a section of your",
-        "title": "Dashboards | Computer by DevRev | DevRev"
+        "id": "ART-15687_KNOWLEDGE_NODE-1",
+        "title": "Dashboards | Computer by DevRev | DevRev",
+        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +"
       },
       {
-        "id": "ART-15687_KNOWLEDGE_NODE-37",
-        "text": "Service](/legal/terms-of-service)\\n\\n[System Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n![]()\\n\\n![]()\\n\\n![]()'",
-        "title": "Dashboards | Computer by DevRev | DevRev"
+        "id": "ART-1958_KNOWLEDGE_NODE-1",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +"
       }
     ]
   },
@@ -3868,54 +3868,54 @@
     "query": "Escalation triggers for complex queries requiring human intervention, including probing questions and answer capturing",
     "retrievals": [
       {
-        "id": "ART-1003_KNOWLEDGE_NODE-25",
-        "text": "* 100\\n    \\n  \\n\\n\\nSELECT (COUNT(*) * 100) / (SELECT COUNT(*) FROM tickets WHERE EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE)) AS EscalationRate\\nFROM tickets\\nWHERE is_escalated = 1\\nAND EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE);\\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\\n\\n\\nAgent Utilization Rate\\n\\n\\n  Definition\\n    \\n      The percentage of an engineer\\xe2\\x80\\x99s working hours spent on handling customer",
-        "title": "Understanding a Support Lead's Pain Points and KPIs"
+        "id": "ART-4271_KNOWLEDGE_NODE-29",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "end user.\\n\\n## Why you should convert a Conversation to a Ticket\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n  * **Complex issues** : When a customer inquiry requires in-depth investigation that can't be resolved in a quick conversation.\\n  * **Cross-team collaboration** : Issues requiring input from multiple departments or specialists.\\n  * **Escalation needs** : When a conversation needs to be escalated to a higher support tier.\\n  * **Feature requests** :"
       },
       {
         "id": "ART-1974_KNOWLEDGE_NODE-30",
-        "text": "stage.\\n* *Needs response* (NR)\\n\\n  The customer has responded; the customer experience engineer needs to review the item and respond or resolve the issue if the user requests or validates the fix. When a customer experience engineer responds the stage transitions to *waiting on user*.\\n\\n  In certain cases it may be necessary to escalate the item internally where the conversation may depend on tickets, issues, or a response from someone other than themselves. In this case the stage",
-        "title": "Conversations | Computer for Support Teams | DevRev"
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "stage.\\n* *Needs response* (NR)\\n\\n  The customer has responded; the customer experience engineer needs to review the item and respond or resolve the issue if the user requests or validates the fix. When a customer experience engineer responds the stage transitions to *waiting on user*.\\n\\n  In certain cases it may be necessary to escalate the item internally where the conversation may depend on tickets, issues, or a response from someone other than themselves. In this case the stage"
       },
       {
         "id": "ART-1983_KNOWLEDGE_NODE-28",
-        "text": "creation of Q&As, Computer learns from customer conversations\\xc2\\xa0in which a human answers a question that it previously could not answer.\\n\\nWhen a customer initiates a conversation seeking answers, Computer springs into action, drawing upon published Q&As and knowledge articles to provide a solution. If Computer falls short or the user prefers a more personalized touch, they opt to connect with a customer experience engineer and resolve the conversation. Computer doesn't just move",
-        "title": "Questions & answers | Computer for Support Teams | DevRev"
+        "title": "Questions & answers | Computer for Support Teams | DevRev",
+        "text": "creation of Q&As, Computer learns from customer conversations\\xc2\\xa0in which a human answers a question that it previously could not answer.\\n\\nWhen a customer initiates a conversation seeking answers, Computer springs into action, drawing upon published Q&As and knowledge articles to provide a solution. If Computer falls short or the user prefers a more personalized touch, they opt to connect with a customer experience engineer and resolve the conversation. Computer doesn't just move"
       },
       {
-        "id": "ART-1003_KNOWLEDGE_NODE-3",
-        "text": "transfer session (KT) with teams as new features go out?\\n\\nHow to resolve them:\\n\\n\\n  Leverage intelligent deflection and AI offloads\\n    \\n      For example, don\\xe2\\x80\\x99t waste time making a human gather context, AI can now very accurately gather context and/or suggest articles.\\n    \\n  \\n  Leverage load in terms of routing\\n    \\n      Normally routing is statically done or done in a round-robin manner, however, that doesn\\xe2\\x80\\x99t work when cases may be differing in complexity.\\n",
-        "title": "Understanding a Support Lead's Pain Points and KPIs"
+        "id": "ART-6174_KNOWLEDGE_NODE-31",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "Cross-team collaboration needs\\n* Escalation requirements\\n* Feature requests\\n* Bug reports\\n* SLA tracking requirements\\n* Documentation needs\\n* Resource allocation requirements\\n* AI capability limitations\\n* Extended troubleshooting needs\\n\\nSupport workflows\\n-----------------\\n\\n* **CSAT surveys**: CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only triggered when a conversation is resolved, not when it's archived through conversion.\\n* **SLA"
       },
       {
-        "id": "ART-1004_KNOWLEDGE_NODE-4",
-        "text": "these resources most productive, it is important to leverage automation to handle some of these lower-level activities; then, by the time it reaches the engineer, they are dealing with more complex pieces of the puzzle. Examples of this are KB deflection, Q&A flows (gather context), and system offloads (AI is great here).\\n\\nA great example is the monotony and frequency of \\xe2\\x80\\x9cWhat\\xe2\\x80\\x99s the status of this?\\xe2\\x80\\x9d inquiries. If people have access to the system, and the",
-        "title": "Understanding a Support Engineer's Pain Points and KPIs"
+        "id": "ART-1987_KNOWLEDGE_NODE-27",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "automatically replies to the user query before it gets assigned to support. It goes through the knowledge base (articles and QAs), generates an answer, and checks with the user if the answer is useful or not.\\n\\n* If Computer doesn't understand the query, it gives the user an option to rephrase the question and ask again.\\n* If the user marks the answer as useful, Computer asks the user if they have more questions, then resolves the conversation.\\n* If the user marks the answer as not useful,"
       },
       {
-        "id": "ART-1974_KNOWLEDGE_NODE-28",
-        "text": "transitions from *new* to *waiting on user*. When a customer responds back to support, the stage transitions to *needs response*.\\n\\n  Towards the end of the conversation when the resolution is expected to be valid, the customer experience engineer asks the customer to acknowledge their concerns have been resolved. When the customer experience engineer asks this question the stage transitions to *waiting on user*, and if they validate it moves to *needs response* for the customer experience",
-        "title": "Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-1004_KNOWLEDGE_NODE-4",
+        "title": "Understanding a Support Engineer's Pain Points and KPIs",
+        "text": "these resources most productive, it is important to leverage automation to handle some of these lower-level activities; then, by the time it reaches the engineer, they are dealing with more complex pieces of the puzzle. Examples of this are KB deflection, Q&A flows (gather context), and system offloads (AI is great here).\\n\\nA great example is the monotony and frequency of \\xe2\\x80\\x9cWhat\\xe2\\x80\\x99s the status of this?\\xe2\\x80\\x9d inquiries. If people have access to the system, and the"
       },
       {
-        "id": "ART-1983_KNOWLEDGE_NODE-27",
-        "text": "**Q&As** and click **+ QA** in the top-right corner.\\n2. Fill in the **Question** and **Answer** fields, and select the relevant **Part**.\\n3. Set the appropriate **Status** and **Access level**. Set the status to *External* or *Public* if you want Computer to use it.\\n4. Confirm by clicking **Create**.\\n\\n![]()\\n\\nAutomatic creation\\n------------------\\n\\nYour customer conversations include a lot of knowledge, including some of the most accurate and current information. With the automated",
-        "title": "Questions & answers | Computer for Support Teams | DevRev"
+        "id": "ART-1003_KNOWLEDGE_NODE-25",
+        "title": "Understanding a Support Lead's Pain Points and KPIs",
+        "text": "* 100\\n    \\n  \\n\\n\\nSELECT (COUNT(*) * 100) / (SELECT COUNT(*) FROM tickets WHERE EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE)) AS EscalationRate\\nFROM tickets\\nWHERE is_escalated = 1\\nAND EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE);\\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\\n\\n\\nAgent Utilization Rate\\n\\n\\n  Definition\\n    \\n      The percentage of an engineer\\xe2\\x80\\x99s working hours spent on handling customer"
       },
       {
-        "id": "ART-1987_KNOWLEDGE_NODE-27",
-        "text": "automatically replies to the user query before it gets assigned to support. It goes through the knowledge base (articles and QAs), generates an answer, and checks with the user if the answer is useful or not.\\n\\n* If Computer doesn't understand the query, it gives the user an option to rephrase the question and ask again.\\n* If the user marks the answer as useful, Computer asks the user if they have more questions, then resolves the conversation.\\n* If the user marks the answer as not useful,",
-        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+        "id": "ART-1983_KNOWLEDGE_NODE-29",
+        "title": "Questions & answers | Computer for Support Teams | DevRev",
+        "text": "on\\xe2\\x80\\x94it learns. It autonomously generates new Q&As based on the resolved conversation, marking them for review under the *Review Needed* status.\\n\\nA Q&A isn't created if it is similar to the existing Q&A to avoid duplication.\\n\\n```\\nSatisfactory answer\\n\\n\\n\\nSimilar Q&A found\\n\\n\\n\\nNo answer or   \\ntalk to engineer\\n\\n\\n\\nImproves Turing\\n\\n\\n\\nCustomer query\\n\\n\\n\\nTuring\\n\\n\\n\\nConversation  \\nresolved\\n\\n\\n\\nNo new Q&As   \\ncreated\\n\\n\\n\\nQ&As created\\n```\\n\\nTo enable automatic"
       },
       {
-        "id": "ART-1004_KNOWLEDGE_NODE-2",
-        "text": "troubleshooting.\\n\\nKPIs to track:\\n\\n\\n  First Contact Resolution Rate\\n  Knowledge Base Contributions\\n\\n\\nHigh-pressure environment\\n\\nDealing with people are angry or frustrated isn\\xe2\\x80\\x99t easy, even for the calmest person. In their role, they are the primary person triaging requets from customers and status updates from others in the organization; this can make this a very complex and tense role.\\n\\nAdditionally, most support organizations are very speed focused, so there is pressure",
-        "title": "Understanding a Support Engineer's Pain Points and KPIs"
+        "id": "ART-1818_KNOWLEDGE_NODE-326",
+        "title": "Sla Trackers Get Post \u2014 DevRev | Docs",
+        "text": "question-answer.\\nRequest.\\n\\nThis endpoint expects an object.\\nanswer string Required\\nAnswer of the question-answer.\\napplies_to_parts list of strings Required\\nThe parts that the question-answer applies to.\\nowned_by list of strings Required\\nThe users that own the question-answer.\\nquestion string Required\\nQuestion of the question-answer.\\nstatus enum Required\\nAllowed values: archived discarded draft published review_needed\\nStatus of the question answer.\\naccess_level enum"
       },
       {
-        "id": "ART-1003_KNOWLEDGE_NODE-13",
-        "text": "this is ensuring you have visibility helping foster communication between internal teams. If you see an increase in escalations, that could point to a lack of enablement for the team.\\n\\nKPIs to track:\\n\\n\\n  Escalation Rate\\n  Time to Escalation Resolution\\n\\n\\nStaff retention and development\\n\\nAs much as you must support your customers, it\\xe2\\x80\\x99s also imperative to attract, retain, and develop top talent. How can you help enable them? Are you helping them grow? If the staff gets burnt",
-        "title": "Understanding a Support Lead's Pain Points and KPIs"
+        "id": "ART-1819_KNOWLEDGE_NODE-328",
+        "title": "Sla Trackers Get \u2014 DevRev | Docs",
+        "text": "member receives due to the share.\\nShow 2 properties\\nsources list of strings Optional\\nThe source of the question-answer.\\nsuggested_answer string Optional\\nAlternative answer for the question-answer sugested by Q/A Discovery.\\nsuggested_for_deletion boolean Optional\\nWhether the question-answer was suggeste to be deleted by Q/A Discovery.\\ntags list of objects Optional\\nTags associated with the question-answer.\\nShow 2 properties\\ntopic string Optional\\nTopic of the question-answer.\\nverified"
       }
     ]
   },
@@ -3924,54 +3924,54 @@
     "query": "API token vs Auth token for API calling DevRev",
     "retrievals": [
       {
-        "id": "ART-1386_KNOWLEDGE_NODE-8",
-        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
-        "title": "Get Auth Token \u2014 DevRev | Docs"
+        "id": "ART-1389_KNOWLEDGE_NODE-0",
+        "title": "Security tokens \u2014 DevRev | Docs",
+        "text": "b'[](/public/api-reference/auth-tokens/security-tokens)\\n\\nPublic\\n\\n[API Reference](/public/api-reference/getting-started)[auth-tokens](/public/api-reference/auth-tokens/security-tokens)\\n\\n#\\n\\nSecurity tokens\\n\\n`auth-tokens` endpoint\\n\\n\\xe2\\x84\\xb9\\xef\\xb8\\x8f Security tokens are required for accessing DevRev. There are four types of security tokens:\\n\\n  * **Application Access Token (AAT)** : Uniquely identifies an application belonging to a dev org.\\n  * **System User Token (SUT)** :"
       },
       {
-        "id": "ART-1384_KNOWLEDGE_NODE-9",
-        "text": "Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner",
-        "title": "Create Auth Token \u2014 DevRev | Docs"
+        "id": "ART-1193_KNOWLEDGE_NODE-0",
+        "title": "Security tokens | DevRev | Docs",
+        "text": "b'Security tokens | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[auth-tokens](/api-reference/auth-tokens/security-tokens)\\n\\nSecurity tokens\\n===============\\n\\nCopy page\\n\\n`auth-tokens` endpoint\\n\\n\\xe2\\x84\\xb9\\xef\\xb8\\x8f Security tokens are required for accessing DevRev. There are four types of security tokens:\\n\\n* **Application Access Token (AAT)**: Uniquely identifies an application"
       },
       {
-        "id": "ART-1388_KNOWLEDGE_NODE-9",
-        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
-        "title": "List Auth Tokens \u2014 DevRev | Docs"
+        "id": "ART-1394_KNOWLEDGE_NODE-1",
+        "title": "Get Auth Token (POST) \u2014 DevRev | Docs",
+        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[API Reference](/public/api-reference/getting-started)[Auth Tokens](/public/api-reference/auth-tokens/create)\\n\\n# Get Auth Token (POST)\\n\\nPOST\\n\\nhttps://api.devrev.ai/auth-tokens.get\\n\\nTry it\\n\\nGets the token metadata corresponding to the given token ID under the given Dev organization.\\n\\n### Request\\n\\nThis endpoint expects an"
       },
       {
-        "id": "ART-1386_KNOWLEDGE_NODE-11",
-        "text": "AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a",
-        "title": "Get Auth Token \u2014 DevRev | Docs"
+        "id": "ART-12969_KNOWLEDGE_NODE-5",
+        "title": "Info Auth Tokens \u2014 DevRev | Docs",
+        "text": "[Analytics](https://devrev.ai/analytics)\\n  * [Workflow Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of"
       },
       {
-        "id": "ART-1196_KNOWLEDGE_NODE-6",
-        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Get Auth Token | DevRev | Docs"
+        "id": "ART-1398_KNOWLEDGE_NODE-9",
+        "title": "Update Auth Token \u2014 DevRev | Docs",
+        "text": "AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup"
       },
       {
-        "id": "ART-1394_KNOWLEDGE_NODE-9",
-        "text": "* [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  *",
-        "title": "Get Auth Token (POST) \u2014 DevRev | Docs"
+        "id": "ART-12970_KNOWLEDGE_NODE-0",
+        "title": "Info Auth Tokens (POST) \u2014 DevRev | Docs",
+        "text": "b'[](/public/api-reference/auth-tokens/info-post)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources"
       },
       {
-        "id": "ART-1384_KNOWLEDGE_NODE-4",
-        "text": "that identifies the token.\\n\\n### Response\\n\\nResponse for the request to create a new token corresponding to the requested token type.\\n\\naccess_tokenstring`format: \"text\"`\\n\\nThe issued JSON Web Token (JWT) corresponding to the requested token type.\\n\\nexpires_inlong\\n\\nThe validity lifetime of the token specified in seconds since Unix epoch.\\n\\ntoken_typeenum\\n\\nAllowed values: bearer\\n\\nThe type of the issued token. Bearer is the only supported token type.\\n\\nclient_idstringOptional`format:",
-        "title": "Create Auth Token \u2014 DevRev | Docs"
+        "id": "ART-1398_KNOWLEDGE_NODE-0",
+        "title": "Update Auth Token \u2014 DevRev | Docs",
+        "text": "b'[](/public/api-reference/auth-tokens/update)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources"
       },
       {
-        "id": "ART-12969_KNOWLEDGE_NODE-6",
-        "text": "DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram",
-        "title": "Info Auth Tokens \u2014 DevRev | Docs"
+        "id": "ART-1396_KNOWLEDGE_NODE-13",
+        "title": "List Auth Tokens (POST) \u2014 DevRev | Docs",
+        "text": "__\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'"
       },
       {
-        "id": "ART-1384_KNOWLEDGE_NODE-13",
-        "text": "AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a",
-        "title": "Create Auth Token \u2014 DevRev | Docs"
+        "id": "ART-1388_KNOWLEDGE_NODE-13",
+        "title": "List Auth Tokens \u2014 DevRev | Docs",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'"
       },
       {
-        "id": "ART-1384_KNOWLEDGE_NODE-8",
-        "text": "it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  * [Support](https://devrev.ai/support)\\n  * [Search](https://devrev.ai/search)\\n  * [PLuG - User Engagement](https://devrev.ai/plug-user-engagement)\\n  * [PLuG - User Observability](https://devrev.ai/plug-observability)\\n  * [Marketplace](https://marketplace.devrev.ai/)\\n\\nPlatform\\n\\n  * [Airdrop](https://devrev.ai/airdrop)\\n  * [Analytics](https://devrev.ai/analytics)\\n  * [Workflow",
-        "title": "Create Auth Token \u2014 DevRev | Docs"
+        "id": "ART-12970_KNOWLEDGE_NODE-8",
+        "title": "Info Auth Tokens (POST) \u2014 DevRev | Docs",
+        "text": "[Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin ](https://www.linkedin.com/company/devrev)\\n  * [X (formerly Twitter)](https://twitter.com/devrev)\\n  * [Gr.ai.ce](https://devrev.ai/graice)\\n\\nLegal\\n\\n  *"
       }
     ]
   },
@@ -3980,54 +3980,54 @@
     "query": "SLA metrics dashboard filter not retaining selected data point showing all tickets instead of filtered tickets",
     "retrievals": [
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-44",
-        "text": "**Custom**: Filters all tickets that will breach by the selected date.\\n\\n![]()\\n\\nTroubleshooting: No SLA running on the ticket\\n---------------------------------------------\\n\\n### Issue\\n\\nYou have created and published an SLA, but no SLA is running on the ticket.\\n\\n### Solution\\n\\n1. Check the **SLA Name** attribute:\\n\\n\\xc2\\xa0\\xc2\\xa0 - Verify that the **SLA Name** attribute on the ticket is not empty.\\n\\n\\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is empty, it means the customer account",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-42",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "Target\\n------------------------------------\\n\\nIn order to filter tickets based on SLA, you can use the **Next SLA Target** filter.\\nHere\\xe2\\x80\\x99s how the filter works:\\n\\n* **All**: Filters all tickets that currently have an SLA applied to them. It will not filter tickets that had an SLA applied in the past and have been completed.\\n* **Breached since**:\\n\\n  + **Any**: Filters all tickets that breached SLA, irrespective of when they were breached.\\n  + **Over an hour**: Filters all"
       },
       {
-        "id": "ART-1972_KNOWLEDGE_NODE-24",
-        "text": "[Product demos](/docs/DevRevU/demos)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support Teams](/docs/product/support)\\n[Support analytics](/docs/product/support-analytics)\\n[Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n\\nTicket-SLA Analytics\\n====================\\n\\n* **SLA applied Tickets**\\n\\n  Number of tickets where SLA is applied.\\n* **SLA compliance rate**\\n\\n  Percentage of tickets where SLA was met out of all tickets where SLA is applied.\\n* **Active tickets with",
-        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-2695_KNOWLEDGE_NODE-34",
+        "title": "Operational-level agreement | Computer for Support Teams | DevRev",
+        "text": "applied metrics and their stages can be reviewed for an issue.\\n\\nFiltering issues by next OLA target\\n-----------------------------------\\n\\nTo filter issues based on OLA, use the **Next OLA Target** filter. Here's how the filter operates:\\n\\n* **All**: Filters all issues that currently have an OLA applied. It does not include issues that had an OLA metric applied in the past and have been completed.\\n* **Breached Since**:\\n\\n  + **Any**: Issues that have breached the SLA, regardless of when"
       },
       {
-        "id": "ART-1972_KNOWLEDGE_NODE-15",
-        "text": "[Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    - [Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment",
-        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1819_KNOWLEDGE_NODE-450",
+        "title": "Sla Trackers Get \u2014 DevRev | Docs",
+        "text": "response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided"
       },
       {
-        "id": "ART-1972_KNOWLEDGE_NODE-4",
-        "text": "analytics](/docs/product/support-analytics)\\n\\n    - [Conversation insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  +",
-        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1558_KNOWLEDGE_NODE-518",
+        "title": "Metric Definitions List (Beta) \u2014 DevRev | Docs",
+        "text": "response.\\n\\nticket.rev_org string Optional\\n\\nFilters for tickets that are associated with any of the provided Rev organizations.\\n\\nticket.severity enum Optional\\n\\nFilters for tickets with any of the provided severities.\\n\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\n\\nFilters for records with any of the provided SLA stages.\\n\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\n\\nFilters for tickets with any"
       },
       {
-        "id": "ART-1972_KNOWLEDGE_NODE-25",
-        "text": "SLA breaches**\\n\\n  Number of Active Tickets that breached an SLA.\\n* **Tickets with SLA warning**\\n\\n  Number of Active Tickets that about to breach an SLA.\\n* **Resolution compliance rate**\\n\\n  Percentage of tickets where Resolution SLA was met out of all tickets where Resolution SLA is applied.\\n* **First Response compliance rate**\\n\\n  Percentage of tickets where First Response SLA was met out of all tickets where First Response SLA is applied.\\n* **Next Response compliance rate**\\n\\n",
-        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1543_KNOWLEDGE_NODE-505",
+        "title": "Metric Definitions List Post (Beta) \u2014 DevRev | Docs",
+        "text": "organizations.\\n\\nticket.severity enum Optional\\n\\nFilters for tickets with any of the provided severities.\\n\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\n\\nFilters for records with any of the provided SLA stages.\\n\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\n\\nFilters for tickets with any of the provided source channels.\\n\\nticket.subtype string Optional\\n\\nFilters for tickets with any of the provided"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-45",
-        "text": "selected on the ticket is not assigned any SLA.\\n\\n\\xc2\\xa0\\xc2\\xa0 \\xc2\\xa0 - Action: Check your SLA assignment rules or add the customer as an exception to any of your SLAs.\\n\\n![]()\\n\\nThe **SLA Name** is never empty if your organization has a default SLA.\\n\\n1. Verify policy conditions:\\n\\n\\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is populated but you still see no SLA metrics running on the ticket, the ticket does not satisfy the conditions of any policy within the SLA.\\n\\n\\xc2\\xa0\\xc2\\xa0",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1819_KNOWLEDGE_NODE-463",
+        "title": "Sla Trackers Get \u2014 DevRev | Docs",
+        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the"
       },
       {
-        "id": "ART-2017_KNOWLEDGE_NODE-4",
-        "text": "analytics](/docs/product/support-analytics)\\n\\n    - [Conversation insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  +",
-        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+        "id": "ART-1971_KNOWLEDGE_NODE-25",
+        "title": "Support analytics | Computer for Support Teams | DevRev",
+        "text": "contributing factors behind each metric.\\n\\nAll metrics are calculated within the specified time range, managed by the default range filter. Additional filters can be added to get more specific analytics. However, not all filters apply to all the metrics and hence a warning symbol is displayed over the metric where the particular filter isn't applied.\\n\\nAll of these metrics undergo periodic refresh cycles, and you can track the last refresh time in the top right corner\\xc2\\xa0as shown"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-42",
-        "text": "Target\\n------------------------------------\\n\\nIn order to filter tickets based on SLA, you can use the **Next SLA Target** filter.\\nHere\\xe2\\x80\\x99s how the filter works:\\n\\n* **All**: Filters all tickets that currently have an SLA applied to them. It will not filter tickets that had an SLA applied in the past and have been completed.\\n* **Breached since**:\\n\\n  + **Any**: Filters all tickets that breached SLA, irrespective of when they were breached.\\n  + **Over an hour**: Filters all",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1818_KNOWLEDGE_NODE-450",
+        "title": "Sla Trackers Get Post \u2014 DevRev | Docs",
+        "text": "medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue opportunity task ticket\\nResponse.\\n\\nThis endpoint returns"
       },
       {
-        "id": "ART-1972_KNOWLEDGE_NODE-27",
-        "text": "by Channel**\\n\\n  Number of tickets where SLA was breached for each source channel.\\n* **SLA breaches by Subtype**\\n\\n  Number of tickets where SLA was breached for each ticket subtype.\\n* **SLA breaches by Owner**\\n\\n  Number of Tickets with SLA breaches for ticket owners.\\n* **Avg CSAT by SLA status**\\n\\n  Average CSAT rating of tickets w.r.t. their SLA status and severity.\\n* **Unassigned Tickets with SLA breaches per Customer**\\n\\n  Number of Unassigned Tickets with SLA breaches for each",
-        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1543_KNOWLEDGE_NODE-519",
+        "title": "Metric Definitions List Post (Beta) \u2014 DevRev | Docs",
+        "text": "severities.\\n\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\n\\nFilters for records with any of the provided SLA stages.\\n\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\n\\nFilters for tickets with any of the provided source channels.\\n\\nticket.subtype string Optional\\n\\nFilters for tickets with any of the provided subtypes.\\n\\ntype enum Optional\\n\\nFilters for work of the provided types.\\n\\nAllowed values:"
       },
       {
-        "id": "ART-2818_KNOWLEDGE_NODE-4",
-        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to",
-        "title": "Operational SLA Metrics | Automate | Snap-ins | DevRev"
+        "id": "ART-1558_KNOWLEDGE_NODE-504",
+        "title": "Metric Definitions List (Beta) \u2014 DevRev | Docs",
+        "text": "Optional\\n\\nFilters for tickets that are spam.\\n\\nticket.needs_response boolean Optional\\n\\nFilters for tickets that need response.\\n\\nticket.rev_org string Optional\\n\\nFilters for tickets that are associated with any of the provided Rev organizations.\\n\\nticket.severity enum Optional\\n\\nFilters for tickets with any of the provided severities.\\n\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\n\\nFilters for records with any of the provided SLA stages.\\n\\nAllowed"
       }
     ]
   },
@@ -4036,54 +4036,54 @@
     "query": "automatically change ticket stage when customer responds",
     "retrievals": [
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-43",
-        "text": "*awaiting customer response* until the customer responds.\\n\\n  In certain scenarios, the customer experience engineer may be able to resolve the customer's concern. If that's the case, they would ask the customer if their resolution has resolved their concern and the stage would move to the *awaiting customer response*. Once the concern is resolved and the customer acknowledges the resolution, the stage may move to *resolved*. If the concern isn't resolved, the stage may change back to *work in",
-        "title": "Tickets | Computer for Support Teams | DevRev"
-      },
-      {
-        "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 first.\\n* Create a ticket if you aren't able to resolve the conversation in 20 minutes. As soon as the ticket is opened, move it to the *escalate* stage. The owner of the ticket is the owner of the customer org where the conversation",
-        "title": "Support best practices | Computer for Support Teams | DevRev"
+        "id": "ART-1974_KNOWLEDGE_NODE-28",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "transitions from *new* to *waiting on user*. When a customer responds back to support, the stage transitions to *needs response*.\\n\\n  Towards the end of the conversation when the resolution is expected to be valid, the customer experience engineer asks the customer to acknowledge their concerns have been resolved. When the customer experience engineer asks this question the stage transitions to *waiting on user*, and if they validate it moves to *needs response* for the customer experience"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-31",
-        "text": "stage of a ticket/conversation\\n----------------------------------------\\n\\n* **Trigger**: When there\\'s a change of stage in a ticket or conversation.\\n* **Action**: The system sends out a notification detailing the Ticket/Conversation number and stage change.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**:\\n  + For ticket: \"[{Company\\\\_Name}] Update on TKT-XXX - Ticket Title\"\"<customer email subject>\"\\n  + For conversations:",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1979_KNOWLEDGE_NODE-43",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "*awaiting customer response* until the customer responds.\\n\\n  In certain scenarios, the customer experience engineer may be able to resolve the customer's concern. If that's the case, they would ask the customer if their resolution has resolved their concern and the stage would move to the *awaiting customer response*. Once the concern is resolved and the customer acknowledges the resolution, the stage may move to *resolved*. If the concern isn't resolved, the stage may change back to *work in"
       },
       {
         "id": "ART-2009_KNOWLEDGE_NODE-28",
-        "text": "ticket's stage when linked issue is linked or unlinked.\\n* Close pending tickets if they have remained in the *Awaiting customer response* stage for longer than x days.\\n* Update ticket's stage to waiting on user when user reverts on new conversation.\\n* Update ticket's stage to *Accepted* and notify owner and customers when an enhancement in ideation stage is linked.\\n* Update a spam conversation's stage to *Suspended*.\\n* Update a spam ticket's stage to",
-        "title": "Convergence | Automate | Snap-ins | DevRev"
+        "title": "Convergence | Automate | Snap-ins | DevRev",
+        "text": "ticket's stage when linked issue is linked or unlinked.\\n* Close pending tickets if they have remained in the *Awaiting customer response* stage for longer than x days.\\n* Update ticket's stage to waiting on user when user reverts on new conversation.\\n* Update ticket's stage to *Accepted* and notify owner and customers when an enhancement in ideation stage is linked.\\n* Update a spam conversation's stage to *Suspended*.\\n* Update a spam ticket's stage to"
       },
       {
-        "id": "ART-1981_KNOWLEDGE_NODE-27",
-        "text": "Periodically group the **Inbox** by stage and make sure there conversations only in *hold* or *awaiting customer response* stages.\\n* Let the customer know when a ticket linked to a conversation is closed and request their verification.\\n* Once all tickets of a conversation are resolved and the customer is satisfied, resolve the conversation.\\n* Move new tickets to the *awaiting product assist* stage.\\n\\nRespond to conversations\\n------------------------\\n\\n* Respond as fast as possible to any",
-        "title": "Support best practices | Computer for Support Teams | DevRev"
+        "id": "ART-2012_KNOWLEDGE_NODE-28",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev",
+        "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 the [convergence snap-in](./converge). The tickets move to the _In Progress_ state by default.\\n\\n  * If you connected your support email address with DevRev, it is recommended that you enable the **Allow automations to send email** in your"
       },
       {
         "id": "ART-1974_KNOWLEDGE_NODE-30",
-        "text": "stage.\\n* *Needs response* (NR)\\n\\n  The customer has responded; the customer experience engineer needs to review the item and respond or resolve the issue if the user requests or validates the fix. When a customer experience engineer responds the stage transitions to *waiting on user*.\\n\\n  In certain cases it may be necessary to escalate the item internally where the conversation may depend on tickets, issues, or a response from someone other than themselves. In this case the stage",
-        "title": "Conversations | Computer for Support Teams | DevRev"
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "stage.\\n* *Needs response* (NR)\\n\\n  The customer has responded; the customer experience engineer needs to review the item and respond or resolve the issue if the user requests or validates the fix. When a customer experience engineer responds the stage transitions to *waiting on user*.\\n\\n  In certain cases it may be necessary to escalate the item internally where the conversation may depend on tickets, issues, or a response from someone other than themselves. In this case the stage"
       },
       {
         "id": "ART-1979_KNOWLEDGE_NODE-45",
-        "text": "a user. In certain cases where the ticket depends on some fix (issues) the stage may go from *in development* to *awaiting customer response* when the corresponding issues have been resolved and the fix needs to be validated with the user.\\n\\n  In certain cases, the customer experience engineer may be able to solve directly (without any required issues) which may change the stage from *work in progress* to *awaiting customer response* to validate they have solved the problem. If either has",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "a user. In certain cases where the ticket depends on some fix (issues) the stage may go from *in development* to *awaiting customer response* when the corresponding issues have been resolved and the fix needs to be validated with the user.\\n\\n  In certain cases, the customer experience engineer may be able to solve directly (without any required issues) which may change the stage from *work in progress* to *awaiting customer response* to validate they have solved the problem. If either has"
       },
       {
-        "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 the [convergence snap-in](./converge). The tickets move to the _In Progress_ state by default.\\n\\n  * If you connected your support email address with DevRev, it is recommended that you enable the **Allow automations to send email** in your",
-        "title": "Follow-up ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-1974_KNOWLEDGE_NODE-32",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "have been completed the stage transitions to *needs response* to bring to the customer experience engineer's attention. Upon review they may put the conversation back on *hold* to re-escalate the item. If the dependencies seem to be resolved the customer experience engineer responds to the customer and the stage transitions to *waiting on user*.\\n\\n**Closed**\\n\\n* *Resolved* (R)\\n\\n  The final target stage for conversations. It means that the customer's concerns which led to the conversation"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-42",
-        "text": "it's automatically put into the *queued* stage, which indicates that it needs to be picked up by a customer experience engineer.\\n\\n**In-progress**\\n\\n* *Work in progress* (WIP)\\n\\n  Work on the concern reported by the user has begun. When a customer experience engineer starts work on a ticket, the ticket's stage changes to *work in progress*. When they require more information, they may ask the customer for additional detail (such as logs or context), in which case the stage would change to",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-2012_KNOWLEDGE_NODE-25",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev",
+        "text": "following stages under the _Closed_ state: _Resolved_ , _Archived_ , _Accepted_ , _Canceled_. _Archived_ is the terminal stage. Now if a customer sends a new email or adds a new comment on the archived ticket from the customer portal, the archived ticket remains archived and a follow-up ticket is created. A message is added to the archived ticket automatically based on your configuration. The follow-up ticket will have the reference of the archived ticket in the first message so that your"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-24",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n1. [Documentation](/docs)\\n3."
       },
       {
-        "id": "ART-2016_KNOWLEDGE_NODE-28",
-        "text": "depending on the message given by a discussion participant.\\n\\n   Enter /StageConfig in the snap-in **Discussions** tab and select the values from the dropdown for the stage transition whenever a message is given by a discussion participant.\\n4. Go to **Issues** or **Roadmap** and make updates. The tickets that were linked to the issue or enhancement reflect the changes you configured in the CSV file, notifying the ticket owner.\\n\\n[PreviousSend customized",
-        "title": "StageFlow automator | Automate | Snap-ins | DevRev"
+        "id": "ART-1953_KNOWLEDGE_NODE-36",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer"
       }
     ]
   },
@@ -4092,54 +4092,54 @@
     "query": "Article 471 not viewable from internal and external links",
     "retrievals": [
       {
-        "id": "ART-15414_KNOWLEDGE_NODE-10",
-        "text": "elements exist.\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/links/list)[#### Replace Links\\n\\nNext](/api-reference/links/replace)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "List Links (POST) | DevRev | Docs"
+        "id": "ART-1985_KNOWLEDGE_NODE-38",
+        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev",
+        "text": "and **Public Portal**.\\n\\n### Share an article\\n\\nOnce you've created an article, you have two options to share it:\\n\\n* Use **Copy external link** to share with your customers, allowing them to access the article directly.\\n* Use **Copy internal link** to share with your internal organizational team members.\\n\\nThe ability to view the article depends on the settings for **Visible to** and **Status** that have been configured.\\n\\n* If you are sharing an external link with non-signed-in"
       },
       {
-        "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 be shared with. By default, the following groups are available:\\n\\n* **Customers**: Allows public access without verification.\\n\\n  ![]()\\n\\n  Public access requires the public portal to be enabled. If the public portal is not enabled, only",
-        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev"
+        "id": "ART-15726_KNOWLEDGE_NODE-0",
+        "title": "Visibility of Airdrop-imported articles",
+        "text": "b\"If you just imported a bunch of articles from your favorite external system, but can't see them in DevRev, the most important question to ask yourself is whether that article was shared with you in the external system. Airdrop is permission-aware for articles, so if an article (or document, or page, whatever gets imported as an Airdrop article) was not shared with you in the external system, then you won't have access to it in DevRev (even if you're an admin), assuming the default visibility"
       },
       {
-        "id": "ART-15402_KNOWLEDGE_NODE-9",
-        "text": "elements exist.\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/links/get-post)[#### List Links (POST)\\n\\nNext](/api-reference/links/list-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "List Links | DevRev | Docs"
+        "id": "ART-1985_KNOWLEDGE_NODE-35",
+        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev",
+        "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 be shared with. By default, the following groups are available:\\n\\n* **Customers**: Allows public access without verification.\\n\\n  ![]()\\n\\n  Public access requires the public portal to be enabled. If the public portal is not enabled, only"
       },
       {
-        "id": "ART-15404_KNOWLEDGE_NODE-7",
-        "text": "Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/links/list-post)[#### Count Meetings\\n\\nNext](/api-reference/meetings/count)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Replace Links | DevRev | Docs"
+        "id": "ART-15726_KNOWLEDGE_NODE-1",
+        "title": "Visibility of Airdrop-imported articles",
+        "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 Airdrop import report:\\n\\nIf it says that all the extracted articles were created or updated in DevRev, then you can be reasonably sure that that was the case\\n\\nIf you're still skeptical you can ask the customer to verify that they see the"
       },
       {
-        "id": "ART-1985_KNOWLEDGE_NODE-38",
-        "text": "and **Public Portal**.\\n\\n### Share an article\\n\\nOnce you've created an article, you have two options to share it:\\n\\n* Use **Copy external link** to share with your customers, allowing them to access the article directly.\\n* Use **Copy internal link** to share with your internal organizational team members.\\n\\nThe ability to view the article depends on the settings for **Visible to** and **Status** that have been configured.\\n\\n* If you are sharing an external link with non-signed-in",
-        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev"
+        "id": "ART-15294_KNOWLEDGE_NODE-9",
+        "title": "Get Article | DevRev | Docs",
+        "text": "Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/articles/delete-article)[#### Get Article (POST)\\n\\nNext](/api-reference/articles/get-article-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-1985_KNOWLEDGE_NODE-39",
-        "text": "customers, the article should be visible to customers. If the **Visible to** option is set to **Verified Customers**, only signed-in customers are able to view the article.\\n* When sharing an external link with customers, the article status should be *Published*. If it is in *Draft* mode, they won\\xe2\\x80\\x99t be able to view it.\\n\\nArticle Formatting\\n------------------\\n\\nWhen you\\xe2\\x80\\x99re creating a new article or editing an existing article, formatting options are displayed. While",
-        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev"
+        "id": "ART-4070_KNOWLEDGE_NODE-5",
+        "title": "Update Article \u2014 DevRev | Docs",
+        "text": "article object, or unchanged if not provided.\\n\\nurlstringOptional`format: \"text\"`\\n\\nUpdates the URL of the external article.\\n\\n### Response\\n\\nSuccess.\\n\\narticleobject\\n\\nShow 19 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nPOST\\n\\n/articles.update\\n\\n[code]\\n\\n    $| curl -X POST"
       },
       {
-        "id": "ART-4070_KNOWLEDGE_NODE-1",
-        "text": "externalinternalprivatepublicrestricted\\n\\naliasesobjectOptional\\n\\nShow property\\n\\napplies_to_partsobjectOptional\\n\\nShow property\\n\\nartifactsobjectOptional\\n\\nShow property\\n\\nauthored_byobjectOptional\\n\\nShow property\\n\\nbrandstringOptional`format: \"id\"`\\n\\nThe updated brand of the article.\\n\\ncontent_blocksobjectOptional\\n\\nShow property\\n\\ncontent_formatenumOptional\\n\\nAllowed values: drdfv2rt\\n\\nContent format of the article.\\n\\ncustom_fieldsobjectOptional\\n\\nApplication-defined custom",
-        "title": "Update Article \u2014 DevRev | Docs"
+        "id": "ART-4066_KNOWLEDGE_NODE-2",
+        "title": "Get Article \u2014 DevRev | Docs",
+        "text": "unauthenticated user.\\n\\n### Response\\n\\nGet article response.\\n\\narticleobject\\n\\nShow 19 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nGET\\n\\n/articles.get\\n\\n[code]\\n\\n    $| curl -G https://api.devrev.ai/articles.get \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\" \\\\  \\n    >|"
       },
       {
-        "id": "ART-15297_KNOWLEDGE_NODE-9",
-        "text": "article\\'s ID.\\n\\naccess\\\\_levelenumOptional\\n\\nAllowed values:externalinternalprivatepublicrestricted\\n\\naliasesobjectOptional\\n\\nShow 1 properties\\n\\napplies\\\\_to\\\\_partsobjectOptional\\n\\nShow 1 properties\\n\\nartifactsobjectOptional\\n\\nShow 1 properties\\n\\nauthored\\\\_byobjectOptional\\n\\nShow 1 properties\\n\\nbrandstring or nullOptional`format: \"id\"`\\n\\nThe updated brand of the article.\\n\\ncontent\\\\_blocksobjectOptional\\n\\nShow 1 properties\\n\\ncontent\\\\_formatenumOptional\\n\\nContent format of",
-        "title": "Update Article | DevRev | Docs"
+        "id": "ART-15297_KNOWLEDGE_NODE-14",
+        "title": "Update Article | DevRev | Docs",
+        "text": "Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/articles/list-articles-post)[#### Get Atom\\n\\nNext](/api-reference/atoms/get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-15410_KNOWLEDGE_NODE-2",
-        "text": "link.\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/links/create)[#### Get Link\\n\\nNext](/api-reference/links/get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Delete Link | DevRev | Docs"
+        "id": "ART-15291_KNOWLEDGE_NODE-9",
+        "title": "Get Article (POST) | DevRev | Docs",
+        "text": "the required article.\\n\\n### Response\\n\\nGet article response.\\n\\narticleobject\\n\\nShow 19 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/articles/get-article)[#### List Articles\\n\\nNext](/api-reference/articles/list-articles)[Built"
       },
       {
-        "id": "ART-2141_KNOWLEDGE_NODE-9",
-        "text": "Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/beta/api-reference/customization/custom-link-type-list)[#### Update Link Types Custom\\n\\nNext](/beta/api-reference/customization/custom-link-type-update)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "List Link Types Custom (POST) | DevRev | Docs"
+        "id": "ART-1301_KNOWLEDGE_NODE-41",
+        "title": "Delete \u2014 DevRev | Docs",
+        "text": "articles owned by any of the provided users.\\nscope long Optional\\nFilter for the scope of the articles. If this is not provided, then only external articles are returned.\\nshared_with.member string Optional\\nID of the group/member with whom the item is shared.\\nshared_with.role string Optional\\nRole ID of the group/member with whom the item is shared.\\nResponse.\\n\\nThis endpoint returns an object.\\narticles list of objects\\nThe article entries matching the request.\\nShow 19 properties\\ntotal"
       }
     ]
   },
@@ -4148,54 +4148,54 @@
     "query": "change Stage state in stage library",
     "retrievals": [
       {
-        "id": "ART-3894_KNOWLEDGE_NODE-4",
-        "text": "14|           \"transitions\": [  \\n    15|             {  \\n    16|               \"target_stage\": {  \\n    17|                 \"id\": \"foo\",  \\n    18|                 \"display_id\": \"foo\",  \\n    19|                 \"name\": \"foo\"  \\n    20|               }  \\n    21|             }  \\n    22|           ]  \\n    23|         }  \\n    24|       ],  \\n    25|       \"created_by\": {  \\n    26|         \"display_id\": \"foo\",  \\n    27|         \"id\": \"foo\",  \\n    28|         \"display_name\": \"foo\",  \\n",
-        "title": "List Stage Diagrams (Beta) \u2014 DevRev | Docs"
+        "id": "ART-1837_KNOWLEDGE_NODE-295",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / org-schedule-fragments.transition\\nChanges stage of an organization schedule fragment.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nOrganization schedule Fragment ID.\\nstatus enum Required\\nAllowed values: archived draft published\\nStatus determines how an item can be used. In \\'draft\\' status an item can be edited but can\\'t be used. When \\'published\\' the item can longer be edited but can be used. \\'Archived\\' is read-only.\\nResponse.\\n\\nThis endpoint"
       },
       {
-        "id": "ART-15345_KNOWLEDGE_NODE-1",
-        "text": "<token>\" |\\n```\\n\\n[Try it](/api-reference/customization/stage-diagrams-list?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"result\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"stages\": [ |\\n| 6 | { |\\n| 7 | \"is_deprecated\": true, |\\n| 8 | \"is_start\": true, |\\n| 9 | \"stage\": { |\\n| 10 | \"id\": \"string\", |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"name\": \"string\" |\\n| 13 | }, |\\n| 14 | \"transitions\": [ |\\n| 15 | { |\\n| 16 | \"target_stage\": { |\\n| 17 | \"id\":",
-        "title": "List Stage Diagrams | DevRev | Docs"
+        "id": "ART-1827_KNOWLEDGE_NODE-295",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / org-schedule-fragments.transition\\nChanges stage of an organization schedule fragment.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nOrganization schedule Fragment ID.\\nstatus enum Required\\nAllowed values: archived draft published\\nStatus determines how an item can be used. In \\'draft\\' status an item can be edited but can\\'t be used. When \\'published\\' the item can longer be edited but can be used. \\'Archived\\' is read-only.\\nResponse.\\n\\nThis endpoint"
       },
       {
-        "id": "ART-15354_KNOWLEDGE_NODE-2",
-        "text": "\"name\": \"string\" |\\n| 13 | }, |\\n| 14 | \"transitions\": [ |\\n| 15 | { |\\n| 16 | \"target_stage\": { |\\n| 17 | \"id\": \"string\", |\\n| 18 | \"display_id\": \"string\", |\\n| 19 | \"name\": \"string\" |\\n| 20 | } |\\n| 21 | } |\\n| 22 | ] |\\n| 23 | } |\\n| 24 | ], |\\n| 25 | \"created_by\": { |\\n| 26 | \"display_id\": \"string\", |\\n| 27 | \"id\": \"string\", |\\n| 28 | \"display_name\": \"string\", |\\n| 29 | \"display_picture\": { |\\n| 30 | \"display_id\": \"string\", |\\n| 31 | \"id\": \"string\", |\\n| 32 | \"file\": { |\\n| 33 | \"type\":",
-        "title": "List Stage Diagrams (POST) | DevRev | Docs"
+        "id": "ART-1655_KNOWLEDGE_NODE-295",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / org-schedule-fragments.transition\\nChanges stage of an organization schedule fragment.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nOrganization schedule Fragment ID.\\nstatus enum Required\\nAllowed values: archived draft published\\nStatus determines how an item can be used. In \\'draft\\' status an item can be edited but can\\'t be used. When \\'published\\' the item can longer be edited but can be used. \\'Archived\\' is read-only.\\nResponse.\\n\\nThis endpoint"
       },
       {
-        "id": "ART-3893_KNOWLEDGE_NODE-4",
-        "text": "\\n    5|       {  \\n    6|         \"is_deprecated\": true,  \\n    7|         \"is_start\": true,  \\n    8|         \"stage\": {  \\n    9|           \"id\": \"foo\",  \\n    10|           \"display_id\": \"foo\",  \\n    11|           \"name\": \"foo\"  \\n    12|         },  \\n    13|         \"transitions\": [  \\n    14|           {  \\n    15|             \"target_stage\": {  \\n    16|               \"id\": \"foo\",  \\n    17|               \"display_id\": \"foo\",  \\n    18|               \"name\": \"foo\"  \\n    19|",
-        "title": "Get Stage Diagram (Beta) \u2014 DevRev | Docs"
+        "id": "ART-1592_KNOWLEDGE_NODE-295",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / org-schedule-fragments.transition\\nChanges stage of an organization schedule fragment.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nOrganization schedule Fragment ID.\\nstatus enum Required\\nAllowed values: archived draft published\\nStatus determines how an item can be used. In \\'draft\\' status an item can be edited but can\\'t be used. When \\'published\\' the item can longer be edited but can be used. \\'Archived\\' is read-only.\\nResponse.\\n\\nThis endpoint"
       },
       {
-        "id": "ART-15350_KNOWLEDGE_NODE-2",
-        "text": "\"is_deprecated\": true, |\\n| 7 | \"is_start\": true, |\\n| 8 | \"stage\": { |\\n| 9 | \"id\": \"string\", |\\n| 10 | \"display_id\": \"string\", |\\n| 11 | \"name\": \"string\" |\\n| 12 | }, |\\n| 13 | \"transitions\": [ |\\n| 14 | { |\\n| 15 | \"target_stage\": { |\\n| 16 | \"id\": \"string\", |\\n| 17 | \"display_id\": \"string\", |\\n| 18 | \"name\": \"string\" |\\n| 19 | } |\\n| 20 | } |\\n| 21 | ] |\\n| 22 | } |\\n| 23 | ], |\\n| 24 | \"created_by\": { |\\n| 25 | \"display_id\": \"string\", |\\n| 26 | \"id\": \"string\", |\\n| 27 | \"display_name\":",
-        "title": "Create Stage Diagram | DevRev | Docs"
+        "id": "ART-1636_KNOWLEDGE_NODE-295",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / org-schedule-fragments.transition\\nChanges stage of an organization schedule fragment.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nOrganization schedule Fragment ID.\\nstatus enum Required\\nAllowed values: archived draft published\\nStatus determines how an item can be used. In \\'draft\\' status an item can be edited but can\\'t be used. When \\'published\\' the item can longer be edited but can be used. \\'Archived\\' is read-only.\\nResponse.\\n\\nThis endpoint"
       },
       {
-        "id": "ART-15353_KNOWLEDGE_NODE-5",
-        "text": "stage.\\n\\nstate\\\\_idstringOptional`format: \"id\"`\\n\\nThe state ID.\\n\\n### Response\\n\\nSuccess.\\n\\ncustom\\\\_stageobject\\n\\nShow 9 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/customization/custom-stages-list-post)[#### Create States",
-        "title": "Update Stages Custom | DevRev | Docs"
+        "id": "ART-1597_KNOWLEDGE_NODE-295",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / org-schedule-fragments.transition\\nChanges stage of an organization schedule fragment.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nOrganization schedule Fragment ID.\\nstatus enum Required\\nAllowed values: archived draft published\\nStatus determines how an item can be used. In \\'draft\\' status an item can be edited but can\\'t be used. When \\'published\\' the item can longer be edited but can be used. \\'Archived\\' is read-only.\\nResponse.\\n\\nThis endpoint"
       },
       {
-        "id": "ART-3895_KNOWLEDGE_NODE-3",
-        "text": "\"is_start\": true,  \\n    8|         \"stage\": {  \\n    9|           \"id\": \"foo\",  \\n    10|           \"display_id\": \"foo\",  \\n    11|           \"name\": \"foo\"  \\n    12|         },  \\n    13|         \"transitions\": [  \\n    14|           {  \\n    15|             \"target_stage\": {  \\n    16|               \"id\": \"foo\",  \\n    17|               \"display_id\": \"foo\",  \\n    18|               \"name\": \"foo\"  \\n    19|             }  \\n    20|           }  \\n    21|         ]  \\n    22|       }  \\n",
-        "title": "Update Stage Diagram (Beta) \u2014 DevRev | Docs"
+        "id": "ART-1654_KNOWLEDGE_NODE-295",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / org-schedule-fragments.transition\\nChanges stage of an organization schedule fragment.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nOrganization schedule Fragment ID.\\nstatus enum Required\\nAllowed values: archived draft published\\nStatus determines how an item can be used. In \\'draft\\' status an item can be edited but can\\'t be used. When \\'published\\' the item can longer be edited but can be used. \\'Archived\\' is read-only.\\nResponse.\\n\\nThis endpoint"
       },
       {
-        "id": "ART-3898_KNOWLEDGE_NODE-8",
-        "text": "}\\n[/code]  \\n  \\n[Update Stage DiagramUp Next](/beta/api-reference/customization/stage-diagrams-update)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  * [Support](https://devrev.ai/support)\\n  * [Search](https://devrev.ai/search)\\n  * [PLuG - User",
-        "title": "List Stage Diagrams (POST) (Beta) \u2014 DevRev | Docs"
+        "id": "ART-15353_KNOWLEDGE_NODE-5",
+        "title": "Update Stages Custom | DevRev | Docs",
+        "text": "stage.\\n\\nstate\\\\_idstringOptional`format: \"id\"`\\n\\nThe state ID.\\n\\n### Response\\n\\nSuccess.\\n\\ncustom\\\\_stageobject\\n\\nShow 9 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/customization/custom-stages-list-post)[#### Create States"
       },
       {
-        "id": "ART-3894_KNOWLEDGE_NODE-14",
-        "text": "__\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
-        "title": "List Stage Diagrams (Beta) \u2014 DevRev | Docs"
+        "id": "ART-1566_KNOWLEDGE_NODE-348",
+        "title": "Transition (Beta) \u2014 DevRev | Docs",
+        "text": "endpoint expects an object.\\nid string Required\\n\\nOrganization schedule Fragment ID.\\n\\nResponse.\\n\\nThis endpoint returns an object.\\norg_schedule_fragment object\\nShow 12 properties\\nAPI Reference schedules Org Schedule Fragments Transition.\\n\\nPOST https://api.devrev.ai / org-schedule-fragments.transition\\n\\nChanges stage of an organization schedule fragment.\\n\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\n\\nOrganization schedule Fragment ID.\\n\\nstatus enum"
       },
       {
-        "id": "ART-3898_KNOWLEDGE_NODE-4",
-        "text": "11|             \"display_id\": \"foo\",  \\n    12|             \"name\": \"foo\"  \\n    13|           },  \\n    14|           \"transitions\": [  \\n    15|             {  \\n    16|               \"target_stage\": {  \\n    17|                 \"id\": \"foo\",  \\n    18|                 \"display_id\": \"foo\",  \\n    19|                 \"name\": \"foo\"  \\n    20|               }  \\n    21|             }  \\n    22|           ]  \\n    23|         }  \\n    24|       ],  \\n    25|       \"created_by\": {  \\n    26|",
-        "title": "List Stage Diagrams (POST) (Beta) \u2014 DevRev | Docs"
+        "id": "ART-3895_KNOWLEDGE_NODE-5",
+        "title": "Update Stage Diagram (Beta) \u2014 DevRev | Docs",
+        "text": "\"foo\",  \\n    39|       \"state\": \"active\"  \\n    40|     },  \\n    41|     \"created_date\": \"2023-01-01T12:00:00.000Z\",  \\n    42|     \"display_id\": \"foo\",  \\n    43|     \"is_custom_leaf_type\": true,  \\n    44|     \"is_default\": true,  \\n    45|     \"leaf_type\": \"foo\",  \\n    46|     \"modified_by\": {  \\n    47|       \"display_id\": \"foo\",  \\n    48|       \"id\": \"foo\",  \\n    49|       \"display_name\": \"foo\",  \\n    50|       \"display_picture\": {  \\n    51|         \"display_id\": \"foo\",  \\n    52|"
       }
     ]
   },
@@ -4205,53 +4205,53 @@
     "retrievals": [
       {
         "id": "ART-16804_KNOWLEDGE_NODE-27",
-        "text": "already exists, you can reuse it; otherwise, click **Add\\n   Connection**.  \\n   In the connection modal, click **Sign in with snap-in** (with the Google\\n   Calendar icon), enter a connection name, and proceed to **authorize via your\\n   Google account using OAuth**.  \\n   Provide the necessary permissions and click **Continue** to complete the\\n   setup.\\n5. Once the connection is established, select the calendars you want to import\\n   and specify the DevRev part that should be used for any",
-        "title": "Google Calendar AirSync | Integrate | Snap-ins | DevRev"
+        "title": "Google Calendar AirSync | Integrate | Snap-ins | DevRev",
+        "text": "already exists, you can reuse it; otherwise, click **Add\\n   Connection**.  \\n   In the connection modal, click **Sign in with snap-in** (with the Google\\n   Calendar icon), enter a connection name, and proceed to **authorize via your\\n   Google account using OAuth**.  \\n   Provide the necessary permissions and click **Continue** to complete the\\n   setup.\\n5. Once the connection is established, select the calendars you want to import\\n   and specify the DevRev part that should be used for any"
       },
       {
-        "id": "ART-16804_KNOWLEDGE_NODE-26",
-        "text": "Identities | \\xe2\\x9c\\x85 |\\n| Meetings | Meetings | \\xe2\\x9c\\x85 |\\n\\nImport Google Calendar\\n----------------------\\n\\nFollow the steps below to import from Google Calendar:\\n\\n1. Go to the **Marketplace** and search for **Google Calendar** in the\\n   **Import** category, and install.\\n2. Go to the **Import** section in your settings left nav.\\n3. Click **+Import** and select the Google Calendar logo.\\n4. In the **Select Connection** dropdown, choose **Google Calendar**.  \\n   If a connection",
-        "title": "Google Calendar AirSync | Integrate | Snap-ins | DevRev"
+        "id": "ART-2032_KNOWLEDGE_NODE-26",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "section within your DevRev workspace settings.\\n2. Click **Explore Marketplace**.\\n3. Search for **Google Calendar** and click **Install** next to the Google Calendar snap-in.\\n4. In DevRev app, setup the connection in **Settings** > **Snap-ins** > **Connections** on top.\\n\\n   * Search and choose an existing connection or create a new one by clicking **+ Connection**.\\n   * Select **Google Calendar** from the dowpdown list.\\n   * Give it a name and sign in with Google Calendar. Ensure to"
       },
       {
         "id": "ART-3207_KNOWLEDGE_NODE-28",
-        "text": "In the top-right corner, select **+ Connection**, choose Google, and enter your connection name and domain name.\\n3. Toggle on **Make public** to make the connection public for your organization and click **Next**.\\n4. Click **Sign in with Google** and add your organization\\xe2\\x80\\x99s Gmail account. If you are already logged in using a different Gmail account select **Use another account** and continue.\\n\\n   If you are using Google Groups then use the same Gmail account which has permission",
-        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev"
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "In the top-right corner, select **+ Connection**, choose Google, and enter your connection name and domain name.\\n3. Toggle on **Make public** to make the connection public for your organization and click **Next**.\\n4. Click **Sign in with Google** and add your organization\\xe2\\x80\\x99s Gmail account. If you are already logged in using a different Gmail account select **Use another account** and continue.\\n\\n   If you are using Google Groups then use the same Gmail account which has permission"
       },
       {
-        "id": "ART-2032_KNOWLEDGE_NODE-26",
-        "text": "section within your DevRev workspace settings.\\n2. Click **Explore Marketplace**.\\n3. Search for **Google Calendar** and click **Install** next to the Google Calendar snap-in.\\n4. In DevRev app, setup the connection in **Settings** > **Snap-ins** > **Connections** on top.\\n\\n   * Search and choose an existing connection or create a new one by clicking **+ Connection**.\\n   * Select **Google Calendar** from the dowpdown list.\\n   * Give it a name and sign in with Google Calendar. Ensure to",
-        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+        "id": "ART-2032_KNOWLEDGE_NODE-27",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "toggle on **Make public** to make the connection public for your organization.\\n\\n#### Organization calendar sync\\n\\n1. Update the snap-in configurations as needed.\\n\\n   * **Internal Domains**: List of internal domains to be considered as internal users.\\n   * **Calendar ID**: ID of Google calendar to be synced to DevRev. The default is primary.\\n   * **Exclude Matching Events**: Excludes event if their title starts or ends with the specified string. Default is -.\\n   * **Skip Events With"
       },
       {
-        "id": "ART-3207_KNOWLEDGE_NODE-27",
-        "text": "connection\\n--------------------------\\n\\nIf you are using Google as the mail provider, refer to **Gmail connection**; if you are using custom domains or other providers, refer to **Email connection**.\\n\\nGmail connection\\n\\nYou must be a part of the group and have permission to send emails to the Google Group. This approach doesn\\'t work with generic Google Groups ending with @googlegroups.com.\\n\\n1. In the DevRev app, go to **Settings > Integrations > Snap-ins** and click **Connections**.\\n2.",
-        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev"
+        "id": "ART-2032_KNOWLEDGE_NODE-25",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "DevRev ecosystem.\\n\\n![]()\\n\\nTo install, visit [Google Calendar snap-in](https://marketplace.devrev.ai/google-calendar) on the DevRev marketplace.\\n\\nLet's set up Google Calendar for you\\n------------------------------------\\n\\n### Installation\\n\\nWe support two types of Google Calendar configuration:\\n\\n* **Organization calendar sync**: Sync your organization's Google Calendar with DevRev.\\n* **User calendar sync**: Sync your personal Google Calendar with DevRev.\\n\\n1. Go to the **Snap-ins**"
       },
       {
-        "id": "ART-2032_KNOWLEDGE_NODE-27",
-        "text": "toggle on **Make public** to make the connection public for your organization.\\n\\n#### Organization calendar sync\\n\\n1. Update the snap-in configurations as needed.\\n\\n   * **Internal Domains**: List of internal domains to be considered as internal users.\\n   * **Calendar ID**: ID of Google calendar to be synced to DevRev. The default is primary.\\n   * **Exclude Matching Events**: Excludes event if their title starts or ends with the specified string. Default is -.\\n   * **Skip Events With",
-        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+        "id": "ART-17599_KNOWLEDGE_NODE-2",
+        "title": "Error: \u201cThe G Suite domain admin has disabled external directory sharing\u201d",
+        "text": "directory information cannot be accessed by external applications or users.\\n\\n3. Resolution Steps\\n\\nTo resolve this issue:\\n\\nContact your Google Workspace administrator.Only a domain admin can change directory sharing settings.\\n\\nRequest enabling of external directory sharing:\\n\\nThe admin should follow the instructions in the official Google support article: [Control external directory sharing](https://support.google.com/a/answer/6343701).\\n\\nThe admin can adjust the sharing settings to"
       },
       {
         "id": "ART-2032_KNOWLEDGE_NODE-29",
-        "text": "as customers.\\n\\n* **Track meetings from free email domains**: Enable this feature to capture meetings scheduled by non-work email addresses, such as those from gmail.com or yahoo.com.\\n* **Recurring days**: Number of days in advance for recurring events to be synced. Default is 7 days.\\n\\n  The recurring events inside the specified advance days are created, that is, if 7 days is specified, then all recurring events in next 7 days are created.\\n\\n1. Install the snap-in.\\n\\n#### User calendar",
-        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "as customers.\\n\\n* **Track meetings from free email domains**: Enable this feature to capture meetings scheduled by non-work email addresses, such as those from gmail.com or yahoo.com.\\n* **Recurring days**: Number of days in advance for recurring events to be synced. Default is 7 days.\\n\\n  The recurring events inside the specified advance days are created, that is, if 7 days is specified, then all recurring events in next 7 days are created.\\n\\n1. Install the snap-in.\\n\\n#### User calendar"
       },
       {
-        "id": "ART-2025_KNOWLEDGE_NODE-26",
-        "text": "**Explore Marketplace**.\\n3. Search for **Calendly** and click **Install** next to the Calendly snap-in.\\n4. In DevRev app, setup the connection in **Settings** > **Snap-ins** > **Connections** on top.\\n\\n   * Search and choose an existing connection or create a new one by clicking **+ Connection**.\\n   * Select **Snap-In Secret** from the dowpdown list.\\n   * Give it a name and paste your Calendly personal access token in the **Secret** field. Toggle on **Make public** if you want to make the",
-        "title": "Calendly | Integrate | Snap-ins | DevRev"
+        "id": "ART-2032_KNOWLEDGE_NODE-23",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "[Developer](https://developer.devrev.ai/)\\n* [DevRevU](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Integrate Google Calendar with DevRev](#integrate-google-calendar-with-devrev)\\n* [Let's set up Google Calendar for you](#lets-set-up-google-calendar-for-you)\\n* [Installation](#installation)\\n* [Organization calendar sync](#organization-calendar-sync)\\n* [User calendar sync](#user-calendar-sync)\\n\\n1. [Documentation](/docs)\\n3."
       },
       {
-        "id": "ART-2032_KNOWLEDGE_NODE-16",
-        "text": "snap-in configuration](/docs/integrations/email-config)\\n    - [Exotel](/docs/integrations/exotel)\\n    - [Slack](/docs/integrations/slack)\\n    - [WhatsApp](/docs/integrations/whatsapp)\\n    - [GitHub](/docs/integrations/github)\\n    - [GitLab](/docs/integrations/gitlab)\\n    - [Harness](/docs/integrations/harness)\\n    - [Marker.io](/docs/integrations/marker-io)\\n    - [Instabug](/docs/integrations/instabug)\\n    - [Qase](/docs/integrations/qase)\\n    - [Tracxn",
-        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+        "id": "ART-2032_KNOWLEDGE_NODE-33",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "page\\n\\n* [Integrate Google Calendar with DevRev](#integrate-google-calendar-with-devrev)\\n* [Let's set up Google Calendar for you](#lets-set-up-google-calendar-for-you)\\n* [Installation](#installation)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nProduct\\n\\n* [For Support Teams](/support)\\n* [For Builders](/build)\\n* [Search Agent](/search)\\n* [CX Agent](/plug-user-engagement)\\n* [User Observability](/plug-observability)\\n*"
       },
       {
         "id": "ART-16804_KNOWLEDGE_NODE-33",
-        "text": "Sync](#set-up-periodic-sync)\\n* [Delete an import](#delete-an-import)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User Insights](/for-user-insights)\\n*",
-        "title": "Google Calendar AirSync | Integrate | Snap-ins | DevRev"
+        "title": "Google Calendar AirSync | Integrate | Snap-ins | DevRev",
+        "text": "Sync](#set-up-periodic-sync)\\n* [Delete an import](#delete-an-import)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User Insights](/for-user-insights)\\n*"
       }
     ]
   },
@@ -4260,54 +4260,54 @@
     "query": "create custom link type using API between custom object Messaging and ticket",
     "retrievals": [
       {
-        "id": "ART-15664_KNOWLEDGE_NODE-6",
-        "text": "you want to establish a parent-child relationship between tickets and a custom object\\ntype called \\xe2\\x80\\x9cCampaign\\xe2\\x80\\x9d. This relationship helps track which tickets are assigned to which campaigns.\\n\\nTo create this relationship, make an API call to create a link type:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl --location \\'https://api.devrev.ai/link-types.custom.create\\' \\\\ |\\n| > | --header \\'Content-Type: application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <TOKEN>\\'",
-        "title": "Links | DevRev | Docs"
+        "id": "ART-15664_KNOWLEDGE_NODE-9",
+        "title": "Links | DevRev | Docs",
+        "text": "--location \\'https://api.devrev.ai/links.create\\' \\\\ |\\n| > | --header \\'Content-Type: application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <TOKEN>\\' \\\\ |\\n| > | --data \\'{ |\\n| > | \"custom_link_type\": \"don:core:dvrv-us-1:devo/demo:custom_link_type/1\", |\\n| > | \"link_type\": \"custom_link\", |\\n| > | \"source\": \"don:core:dvrv-us-1:devo/demo:ticket/1\", |\\n| > | \"target\": \"don:core:dvrv-us-1:devo/demo:custom_object/campaign/1\" |\\n| > | }\\' |\\n```\\n\\n##### \\n\\nWhen creating a link:\\n\\n* Set"
       },
       {
-        "id": "ART-15664_KNOWLEDGE_NODE-8",
-        "text": "created from (ticket)\\n* Target types that the link can be created to (campaign custom object)\\n* Forward name (\\xe2\\x80\\x9cis parent of\\xe2\\x80\\x9d) describing the relationship from ticket to campaign\\n* Backward name (\\xe2\\x80\\x9cis child of\\xe2\\x80\\x9d) describing the relationship from campaign to ticket\\n\\nCreate links between objects\\n----------------------------\\n\\nOnce you have defined a link type, you can create links between objects:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl",
-        "title": "Links | DevRev | Docs"
+        "id": "ART-15664_KNOWLEDGE_NODE-6",
+        "title": "Links | DevRev | Docs",
+        "text": "you want to establish a parent-child relationship between tickets and a custom object\\ntype called \\xe2\\x80\\x9cCampaign\\xe2\\x80\\x9d. This relationship helps track which tickets are assigned to which campaigns.\\n\\nTo create this relationship, make an API call to create a link type:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl --location \\'https://api.devrev.ai/link-types.custom.create\\' \\\\ |\\n| > | --header \\'Content-Type: application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <TOKEN>\\'"
       },
       {
-        "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 Parameters | Output |\\n| --- | --- | --- | --- |\\n| LinkConversationWithTicket | Creates a link between a conversation and a ticket. | * source: Conversation ID * link\\\\_type: Type of link (usually \"is\\\\_related\\\\_to\") * target: Ticket ID | Empty",
-        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev"
+        "id": "ART-15664_KNOWLEDGE_NODE-13",
+        "title": "Links | DevRev | Docs",
+        "text": "\\n\\nYou may want to restrict links to specific subtypes of objects. For example, only allowing issues\\nof a particular subtype to be linked to tickets.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl --location \\'https://api.devrev.ai/link-types.custom.create\\' \\\\ |\\n| > | --header \\'Content-Type: application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <TOKEN>\\' \\\\ |\\n| > | --data \\'{ |\\n| > | \"name\": \"Link between social media issues and tickets\", |\\n| > | \"source_types\": [ |\\n| > | { |\\n|"
       },
       {
-        "id": "ART-15664_KNOWLEDGE_NODE-5",
-        "text": "Supported object types\\n\\nLinks can be created between the following object types:\\n\\n* custom object\\n* work (issue, ticket, task, opportunity)\\n* account, user\\n* part (product, capability, feature, enhancement)\\n\\nFor more details on customization or custom object concepts, please refer to the documentation below:\\n\\n* [Customization](/beta/guides/object-customization)\\n* [Custom objects](/beta/guides/custom-objects)\\n\\nCreate link types\\n-----------------\\n\\n##### \\n\\nLet\\xe2\\x80\\x99s say",
-        "title": "Links | DevRev | Docs"
+        "id": "ART-1838_KNOWLEDGE_NODE-194",
+        "title": "List Post \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / link-types.custom.create\\nCreates a custom link type.\\nRequest.\\n\\nThis endpoint expects an object.\\nbackward_name string Required\\nThe name of the link in the backward direction.\\nforward_name string Required\\nThe name of the link in the forward direction.\\nname string Required\\nThe name of the custom link type.\\nsource_types list of maps from strings to any Required\\nTypes from which the link can be made from.\\ntarget_types list of maps from strings to any Required\\nTypes to"
       },
       {
-        "id": "ART-15664_KNOWLEDGE_NODE-16",
-        "text": "\\'https://api.devrev.ai/link-types.custom.update\\' \\\\ |\\n| > | --header \\'Content-Type: application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <TOKEN>\\' \\\\ |\\n| > | --data \\'{ |\\n| > | \"id\": \"don:core:dvrv-us-1:devo/demo:custom_link_type/1\", |\\n| > | \"is_deprecated\": true |\\n| > | }\\' |\\n```\\n\\nQuick reference: links from tickets, and issues\\n-----------------------------------------------\\n\\n##### \\n\\nThis section lists common links you can create from tickets and issues. It is not an",
-        "title": "Links | DevRev | Docs"
+        "id": "ART-1643_KNOWLEDGE_NODE-194",
+        "title": "List Post \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / link-types.custom.create\\nCreates a custom link type.\\nRequest.\\n\\nThis endpoint expects an object.\\nbackward_name string Required\\nThe name of the link in the backward direction.\\nforward_name string Required\\nThe name of the link in the forward direction.\\nname string Required\\nThe name of the custom link type.\\nsource_types list of maps from strings to any Required\\nTypes from which the link can be made from.\\ntarget_types list of maps from strings to any Required\\nTypes to"
       },
       {
-        "id": "ART-15664_KNOWLEDGE_NODE-13",
-        "text": "\\n\\nYou may want to restrict links to specific subtypes of objects. For example, only allowing issues\\nof a particular subtype to be linked to tickets.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl --location \\'https://api.devrev.ai/link-types.custom.create\\' \\\\ |\\n| > | --header \\'Content-Type: application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <TOKEN>\\' \\\\ |\\n| > | --data \\'{ |\\n| > | \"name\": \"Link between social media issues and tickets\", |\\n| > | \"source_types\": [ |\\n| > | { |\\n|",
-        "title": "Links | DevRev | Docs"
+        "id": "ART-1828_KNOWLEDGE_NODE-194",
+        "title": "List Post \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / link-types.custom.create\\nCreates a custom link type.\\nRequest.\\n\\nThis endpoint expects an object.\\nbackward_name string Required\\nThe name of the link in the backward direction.\\nforward_name string Required\\nThe name of the link in the forward direction.\\nname string Required\\nThe name of the custom link type.\\nsource_types list of maps from strings to any Required\\nTypes from which the link can be made from.\\ntarget_types list of maps from strings to any Required\\nTypes to"
       },
       {
-        "id": "ART-15664_KNOWLEDGE_NODE-12",
-        "text": "application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <TOKEN>\\' \\\\ |\\n| > | --data \\'{ |\\n| > | \"id\": \"don:core:dvrv-us-1:devo/demo:custom_link_type/1\", |\\n| > | \"name\": \"Link type between issue/ticket and campaign\", |\\n| > | \"source_types_v2\": [ |\\n| > | { |\\n| > | \"leaf_type\": \"issue\" |\\n| > | }, |\\n| > | { |\\n| > | \"leaf_type\": \"ticket\" |\\n| > | } |\\n| > | ] |\\n| > | }\\' |\\n```\\n\\nCreate links between objects with subtypes\\n------------------------------------------\\n\\n#####",
-        "title": "Links | DevRev | Docs"
+        "id": "ART-1552_KNOWLEDGE_NODE-2",
+        "title": "Create Link (Beta) \u2014 DevRev | Docs",
+        "text": "\"target\"  \\n    >| }\\'\\n[/code]  \\n  \\nTry it\\n\\n201Created\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"link\": {  \\n    3|     \"id\": \"id\",  \\n    4|     \"link_type\": \"custom_link\",  \\n    5|     \"source\": {  \\n    6|       \"type\": \"ticket\",  \\n    7|       \"id\": \"source\",  \\n    8|       \"owned_by\": [  \\n    9|         {  \\n    10|           \"type\": \"sys_user\",  \\n    11|           \"id\": \"source\"  \\n    12|         }  \\n    13|       ],  \\n    14|       \"title\": \"source\",  \\n    15|"
       },
       {
-        "id": "ART-2139_KNOWLEDGE_NODE-0",
-        "text": "b'Create Link Types Custom | 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)[customization](/beta/api-reference/customization/custom-objects-count)\\n\\nCreate Link Types Custom\\n========================\\n\\nBeta\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/link-types.custom.create\\n\\nPOST\\n\\n/link-types.custom.create\\n\\ncURL\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST",
-        "title": "Create Link Types Custom | DevRev | Docs"
+        "id": "ART-15664_KNOWLEDGE_NODE-12",
+        "title": "Links | DevRev | Docs",
+        "text": "application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <TOKEN>\\' \\\\ |\\n| > | --data \\'{ |\\n| > | \"id\": \"don:core:dvrv-us-1:devo/demo:custom_link_type/1\", |\\n| > | \"name\": \"Link type between issue/ticket and campaign\", |\\n| > | \"source_types_v2\": [ |\\n| > | { |\\n| > | \"leaf_type\": \"issue\" |\\n| > | }, |\\n| > | { |\\n| > | \"leaf_type\": \"ticket\" |\\n| > | } |\\n| > | ] |\\n| > | }\\' |\\n```\\n\\nCreate links between objects with subtypes\\n------------------------------------------\\n\\n#####"
       },
       {
-        "id": "ART-2139_KNOWLEDGE_NODE-8",
-        "text": "helpful?\\n\\nYesNo\\n\\n[Previous](/beta/api-reference/customization/custom-objects-update)[#### Get Link Types Custom\\n\\nNext](/beta/api-reference/customization/custom-link-type-get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Create Link Types Custom | DevRev | Docs"
+        "id": "ART-15664_KNOWLEDGE_NODE-7",
+        "title": "Links | DevRev | Docs",
+        "text": "\\\\ |\\n| > | --data \\'{ |\\n| > | \"name\": \"Link between ticket and campaign\", |\\n| > | \"source_types\": [ |\\n| > | { |\\n| > | \"leaf_type\": \"ticket\" |\\n| > | } |\\n| > | ], |\\n| > | \"target_types\": [ |\\n| > | { |\\n| > | \"leaf_type\": \"campaign\", |\\n| > | \"is_custom_leaf_type\": true |\\n| > | } |\\n| > | ], |\\n| > | \"forward_name\": \"is parent of\", |\\n| > | \"backward_name\": \"is child of\" |\\n| > | }\\' |\\n```\\n\\nThe link type above defines:\\n\\n* A descriptive name\\n* Source types that the link can be"
       },
       {
-        "id": "ART-2139_KNOWLEDGE_NODE-1",
-        "text": "https://api.devrev.ai/link-types.custom.create \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{ |\\n| > | \"backward_name\": \"string\", |\\n| > | \"forward_name\": \"string\", |\\n| > | \"name\": \"string\", |\\n| > | \"source_types\": [ |\\n| > | {} |\\n| > | ], |\\n| > | \"target_types\": [ |\\n| > | {} |\\n| > | ] |\\n| > | }\\' |\\n```\\n\\n[Try it](/beta/api-reference/customization/custom-link-type-create?explorer=true)\\n\\n201Created\\n\\n```\\n|  |  |\\n|",
-        "title": "Create Link Types Custom | DevRev | Docs"
+        "id": "ART-15664_KNOWLEDGE_NODE-8",
+        "title": "Links | DevRev | Docs",
+        "text": "created from (ticket)\\n* Target types that the link can be created to (campaign custom object)\\n* Forward name (\\xe2\\x80\\x9cis parent of\\xe2\\x80\\x9d) describing the relationship from ticket to campaign\\n* Backward name (\\xe2\\x80\\x9cis child of\\xe2\\x80\\x9d) describing the relationship from campaign to ticket\\n\\nCreate links between objects\\n----------------------------\\n\\nOnce you have defined a link type, you can create links between objects:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl"
       }
     ]
   },
@@ -4316,54 +4316,54 @@
     "query": "where can I view my articles in DevRev",
     "retrievals": [
       {
-        "id": "ART-4065_KNOWLEDGE_NODE-4",
-        "text": "* [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  *",
-        "title": "Delete Article \u2014 DevRev | Docs"
+        "id": "ART-4068_KNOWLEDGE_NODE-1",
+        "title": "List Articles \u2014 DevRev | Docs",
+        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[API Reference](/public/api-reference/getting-started)[Articles](/public/api-reference/articles/create-article)\\n\\n# List Articles\\n\\nGET\\n\\nhttps://api.devrev.ai/articles.list\\n\\nTry it\\n\\nLists a collection of articles.\\n\\n### Query parameters\\n\\napplies_to_partslist of stringsOptional\\n\\nFilters for articles belonging to any of the provided"
       },
       {
-        "id": "ART-4064_KNOWLEDGE_NODE-19",
-        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
-        "title": "Create Article \u2014 DevRev | Docs"
+        "id": "ART-4068_KNOWLEDGE_NODE-0",
+        "title": "List Articles \u2014 DevRev | Docs",
+        "text": "b'[](/public/api-reference/articles/list-articles)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources"
       },
       {
-        "id": "ART-4065_KNOWLEDGE_NODE-8",
-        "text": "Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a",
-        "title": "Delete Article \u2014 DevRev | Docs"
+        "id": "ART-1551_KNOWLEDGE_NODE-33",
+        "title": "Update (Beta) \u2014 DevRev | Docs",
+        "text": "Reference articles List Articles.\\n\\nGET https://api.devrev.ai / articles.list\\n\\nLists a collection of articles.\\n\\nQuery parameters.\\n\\napplies_to_parts string Optional\\n\\nFilters for articles belonging to any of the provided parts.\\n\\narticle_type \"article\" or \"content_block\" Optional\\n\\nFilter for the type of articles. If this is not provided, then articles that are not content blocks are returned.\\n\\nAllowed values: article content_block\\nauthored_by string Optional\\n\\nFilters for articles"
       },
       {
-        "id": "ART-4070_KNOWLEDGE_NODE-21",
-        "text": "__\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
-        "title": "Update Article \u2014 DevRev | Docs"
+        "id": "ART-1547_KNOWLEDGE_NODE-33",
+        "title": "Get Post (Beta) \u2014 DevRev | Docs",
+        "text": "Reference articles List Articles.\\n\\nGET https://api.devrev.ai / articles.list\\n\\nLists a collection of articles.\\n\\nQuery parameters.\\n\\napplies_to_parts string Optional\\n\\nFilters for articles belonging to any of the provided parts.\\n\\narticle_type \"article\" or \"content_block\" Optional\\n\\nFilter for the type of articles. If this is not provided, then articles that are not content blocks are returned.\\n\\nAllowed values: article content_block\\nauthored_by string Optional\\n\\nFilters for articles"
       },
       {
-        "id": "ART-4065_KNOWLEDGE_NODE-5",
-        "text": "[People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin ](https://www.linkedin.com/company/devrev)\\n  * [X (formerly Twitter)](https://twitter.com/devrev)\\n  *",
-        "title": "Delete Article \u2014 DevRev | Docs"
+        "id": "ART-1564_KNOWLEDGE_NODE-33",
+        "title": "List (Beta) \u2014 DevRev | Docs",
+        "text": "Reference articles List Articles.\\n\\nGET https://api.devrev.ai / articles.list\\n\\nLists a collection of articles.\\n\\nQuery parameters.\\n\\napplies_to_parts string Optional\\n\\nFilters for articles belonging to any of the provided parts.\\n\\narticle_type \"article\" or \"content_block\" Optional\\n\\nFilter for the type of articles. If this is not provided, then articles that are not content blocks are returned.\\n\\nAllowed values: article content_block\\nauthored_by string Optional\\n\\nFilters for articles"
       },
       {
-        "id": "ART-1985_KNOWLEDGE_NODE-51",
-        "text": "Submitted for review\\n  + *Ready to Publish*: All reviewers have approved\\n\\nArticle analytics\\n-----------------\\n\\nArticle analytics in DevRev provides a customized prebuilt dashboard to assess whether customers can find relevant articles to address their queries.\\n\\nAccess analytics under **Settings** > **Support** > **Article analytics**.\\n\\nThe dashboard shows the effectiveness of your knowledge base for both customers and internal employees with these metrics:\\n\\n* Viewership: Total",
-        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev"
+        "id": "ART-1560_KNOWLEDGE_NODE-33",
+        "title": "Assign (Beta) \u2014 DevRev | Docs",
+        "text": "Reference articles List Articles.\\n\\nGET https://api.devrev.ai / articles.list\\n\\nLists a collection of articles.\\n\\nQuery parameters.\\n\\napplies_to_parts string Optional\\n\\nFilters for articles belonging to any of the provided parts.\\n\\narticle_type \"article\" or \"content_block\" Optional\\n\\nFilter for the type of articles. If this is not provided, then articles that are not content blocks are returned.\\n\\nAllowed values: article content_block\\nauthored_by string Optional\\n\\nFilters for articles"
       },
       {
-        "id": "ART-1985_KNOWLEDGE_NODE-24",
-        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Article management](#article-management)\\n* [Create an article](#create-an-article)\\n* [Edit article content and settings](#edit-article-content-and-settings)\\n* [Delete articles](#delete-articles)\\n* [Bulk change options](#bulk-change-options)\\n* [Status settings](#status-settings)\\n* [Visibility settings](#visibility-settings)\\n* [Article visibility](#article-visibility)\\n* [Storage limits for",
-        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev"
+        "id": "ART-1499_KNOWLEDGE_NODE-9",
+        "title": "List Articles (Beta) \u2014 DevRev | Docs",
+        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n'"
       },
       {
-        "id": "ART-4065_KNOWLEDGE_NODE-9",
-        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'",
-        "title": "Delete Article \u2014 DevRev | Docs"
+        "id": "ART-4069_KNOWLEDGE_NODE-22",
+        "title": "List Articles (POST) \u2014 DevRev | Docs",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'"
       },
       {
-        "id": "ART-4066_KNOWLEDGE_NODE-0",
-        "text": "b'[](/public/api-reference/articles/get-article)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
-        "title": "Get Article \u2014 DevRev | Docs"
+        "id": "ART-4069_KNOWLEDGE_NODE-6",
+        "title": "List Articles (POST) \u2014 DevRev | Docs",
+        "text": "Error\\n\\nPOST\\n\\n/articles.list\\n\\n[code]\\n\\n    $| curl -X POST https://api.devrev.ai/articles.list \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\" \\\\  \\n    >|      -H \"Content-Type: application/json\" \\\\  \\n    >|      -d \\'{}\\'\\n[/code]  \\n  \\nTry it\\n\\n200articlesListArticlesPostExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"articles\": [  \\n    3|     {  \\n    4|       \"id\": \"foo\",  \\n    5|       \"owned_by\": [  \\n    6|         {  \\n    7|"
       },
       {
-        "id": "ART-4068_KNOWLEDGE_NODE-19",
-        "text": "[About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin ](https://www.linkedin.com/company/devrev)\\n  * [X (formerly",
-        "title": "List Articles \u2014 DevRev | Docs"
+        "id": "ART-15295_KNOWLEDGE_NODE-1",
+        "title": "List Articles | DevRev | Docs",
+        "text": "it](/api-reference/articles/list-articles?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"articles\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14 | \"type\": \"string\", |\\n| 15 | \"name\": \"string\", |\\n| 16 | \"size\": 1 |\\n| 17 | }"
       }
     ]
   },
@@ -4372,54 +4372,54 @@
     "query": "Next Best Action recommendations based on case context and history",
     "retrievals": [
       {
-        "id": "ART-2133_KNOWLEDGE_NODE-56",
-        "text": "now.\\n\\n\\n\\nTime Travel (Context | Hisory) Hyper-Personalized Ontology | Fine-Tuning Predictive vs. Proactive Beyond SLAs Gustomer-Centric Lowest Latency Notifications Mobile-First User-over-Buyer Grassrocts Community | Word-of-Mouth Design-First | Consumer- Grade\\n\\n\\n\\nDeep Work | LLIs before Channels Cravi-n-index Everything Enterprise Shortcuts Discern Real Time Iterventions No Human-inthe-Loop Defloct L Deduplicate Text2SQL | Text2Visualization | TextdManagers Toxt2Logacy Voice for",
-        "title": "The Essential Methodology: Less but Better"
+        "id": "ART-13178_KNOWLEDGE_NODE-25",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "complete solutions at first contact. For complex cases, they provide human specialists with AI-recommended actions based on similar historical tickets.  \\nThe platform\\xe2\\x80\\x99s session replay feature offers visual context of user problems without relying on vague descriptions. This unified approach eliminates time wasted switching between disconnected tools, allowing support teams to focus on complex problem-solving while the AI powered agents handle routine diagnostics and"
       },
       {
-        "id": "ART-2133_KNOWLEDGE_NODE-22",
-        "text": "suboptimal decisions. Only by going back in time can best decisions be taken.\\n\\n\\n\\nFine Tuning Customer ontologies \\xe2\\x80\\x93 {product, process, organization, skills} taxonomy, and people identities \\xe2\\x80\\x93 are extremely important in this day and age of AI to make models accurate and relevant within an enterprise. The Essential methodology embraces model \\xef\\xac\\x81ne-tuning as a necessary tenet of hyper-personalization.\\n\\nPredictive Servicing A large proportion of businesses are",
-        "title": "The Essential Methodology: Less but Better"
+        "id": "ART-2009_KNOWLEDGE_NODE-28",
+        "title": "Convergence | Automate | Snap-ins | DevRev",
+        "text": "ticket's stage when linked issue is linked or unlinked.\\n* Close pending tickets if they have remained in the *Awaiting customer response* stage for longer than x days.\\n* Update ticket's stage to waiting on user when user reverts on new conversation.\\n* Update ticket's stage to *Accepted* and notify owner and customers when an enhancement in ideation stage is linked.\\n* Update a spam conversation's stage to *Suspended*.\\n* Update a spam ticket's stage to"
       },
       {
-        "id": "ART-13178_KNOWLEDGE_NODE-44",
-        "text": "action demonstrates this approach.\\n  * **Goal-based agents** evaluate actions based on how they contribute to achieving specific objectives. DevRev\\xe2\\x80\\x99s product development AI agents exemplify this approach by coordinating activities specifically designed to meet release deadlines and quality targets.\\n  * **Utility-based agents** use sophisticated evaluation mechanisms to maximize overall benefit across multiple objectives. For instance, a marketing campaign optimizer might balance",
-        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+        "id": "ART-1990_KNOWLEDGE_NODE-27",
+        "title": "Now, Next, Later | Computer for Builders | DevRev",
+        "text": "and *Later* (NNL).\\n\\n* **Now**: A direct reflection of keystrokes, not what is planned but what is being executed. By capturing *Now* as a reflection of active development, a real-time meter can help teams understand true effort.\\n* **Next**: A prioritized, scoped estimate of what will be worked on in a given timeframe.\\n* **Later**: A combination of prioritized and new customer feedback that can be valued and ranked based on a combination of human and machine-based scoring.\\n\\nAs issues are"
       },
       {
-        "id": "ART-15621_KNOWLEDGE_NODE-17",
-        "text": "activity patterns for context-aware results\"\\n\\nBattle Tactic : Demonstrate comprehensive data access in head-to-head comparisons\\n\\n2. Conversational Analytics & Workflows\\n\\nPositioning : \"DevRev\\'s Search Agent combines search with deep object relationships, delivering conversational analytics and RCA through natural conversations while proactively surfacing business-critical patterns\"\\n\\nBattle Tactic : Show workflow automation and analytics capabilities that Glean cannot deliver\\n\\n3.",
-        "title": "Glean - Competitive - for the PLuG on website"
+        "id": "ART-2133_KNOWLEDGE_NODE-52",
+        "title": "The Essential Methodology: Less but Better",
+        "text": "auto-cluster, auto-classify, and auto-complete work items and human input. Similarly, de\\xef\\xac\\x82ect would be about recommending, routing, and summarizing work items with no human in the loop. And \\xef\\xac\\x81nally, deduplicate would be about retaining the provenance of merged records, as also active de\\xef\\xac\\x82ection of work items currently being created.\\n\\nNatural Language Everything Essential AI argues for natural language interfaces for everything: text to SQL, text to"
       },
       {
-        "id": "ART-13178_KNOWLEDGE_NODE-43",
-        "text": "business scenarios:\\n\\n  * **Simple reflex agents** operate on straightforward condition-action rules without considering past experiences. For example, a basic customer inquiry routing system that assigns tickets based on predefined keywords falls into this category.\\n  * **Model-based reflex agents** incorporate an internal model of the world, tracking the environment\\xe2\\x80\\x99s current state. A sales automation tool that considers past customer interactions when determining the next best",
-        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+        "id": "ART-13189_KNOWLEDGE_NODE-38",
+        "title": "March and April 2025 | Changelog | DevRev",
+        "text": "Behavior: Provides options to configure the behavior of follow-up tickets in workflows, ensuring that notifications and updates are managed according to user preferences.\\n  + Customers continue to see the new follow up ticket in the same thread for channels like email\\n* The Real-Time Sentiment Analysis snap-in enables seamless sentiment detection and real-time updates within the ticketing system. With each customer message, sentiment is automatically analyzed and categorized into five levels:"
       },
       {
-        "id": "ART-1954_KNOWLEDGE_NODE-35",
-        "text": "determined by the type of action, rather than solely by the actor performing the action.\\n\\nExamples:\\n\\n* If mentions are set to **Important** and a bot's notifications are set to **Others**, then bot mentions will only appear in the **Others** tab.\\n* If mentions are set to **Important** and a bot's notifications are also set to **Important**, then bot mentions will appear in the **Important** tab.\\n* If mentions are set to **Others** and a bot's notifications are set to **Important**, then",
-        "title": "Updates | Computer by DevRev | DevRev"
+        "id": "ART-2063_KNOWLEDGE_NODE-12",
+        "title": "Nudges | Computer for Your Customers | DevRev",
+        "text": "Node](/docs/automations/search-node)\\n    - [Sentiment evaluator](/docs/automations/sentiment-evaluator)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Real-time sentiment evaluator](/docs/automations/realtime-sentiment-evaluator)\\n    - [Send customized emails](/docs/automations/send-emails)\\n    - [StageFlow automator](/docs/automations/stageflow-automator)\\n    - [Smart issue creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for"
       },
       {
-        "id": "ART-1989_KNOWLEDGE_NODE-37",
-        "text": "follow a common structure for easy categorization and search. If you have common themes or categories, the exact convention is up to you to standardize for your teams.\\n\\n  One possible convention is Category-Subcategory-Specific command subject. For example:\\n\\n  + Rerouting-Reroute to payments-Refund\\n  + Rerouting-Reroute to payments-Payment failure\\n  + Rerouting-Reroute to Sales\\n\\n[PreviousBest practices for documentation that supports AI](/docs/product/writing-bp)[NextService-level",
-        "title": "Commands | Computer for Support Teams | DevRev"
+        "id": "ART-1995_KNOWLEDGE_NODE-12",
+        "title": "Build best practices | Computer for Builders | DevRev",
+        "text": "Node](/docs/automations/search-node)\\n    - [Sentiment evaluator](/docs/automations/sentiment-evaluator)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Real-time sentiment evaluator](/docs/automations/realtime-sentiment-evaluator)\\n    - [Send customized emails](/docs/automations/send-emails)\\n    - [StageFlow automator](/docs/automations/stageflow-automator)\\n    - [Smart issue creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for"
       },
       {
-        "id": "ART-1995_KNOWLEDGE_NODE-30",
-        "text": "a continuous planning approach that allows you to prioritize work in a more intuitive way.\\n\\n  When creating an issue, you can categorize it under the following buckets:\\n\\n  + **Now:** What is currently being executed.\\n  + **Next:** Estimate of what will be worked on within a specific timeframe.\\n  + **Backlog/Later:** Prioritized issues expected to be committed to in a later timeframe.\\n  + **Triage:** Triage is a process to prioritize work items (issues or tickets) based on severity, risk,",
-        "title": "Build best practices | Computer for Builders | DevRev"
+        "id": "ART-1984_KNOWLEDGE_NODE-12",
+        "title": "Best practices for documentation that supports AI | Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "[Link preview](/docs/automations/link-preview)\\n    - [Org tags sync](/docs/automations/org-tags-sync)\\n    - [Search Node](/docs/automations/search-node)\\n    - [Sentiment evaluator](/docs/automations/sentiment-evaluator)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Real-time sentiment evaluator](/docs/automations/realtime-sentiment-evaluator)\\n    - [Send customized emails](/docs/automations/send-emails)\\n    - [StageFlow"
       },
       {
-        "id": "ART-1990_KNOWLEDGE_NODE-26",
-        "text": "worked on. This approach directly enables developers to pick up work that drives customer and business impact on a continuous basis. The power of continuous planning comes through deconstructing complex processes in favor of more intuitive and integrated workflows.\\n\\n\\xf0\\x9f\\x8e\\xa5 Video: Prioritize backlog by customer impact\\n\\nPrioritized work\\n----------------\\n\\nInstead of antiquated concepts requiring domain knowledge, prioritized work is defined by a state machine into *Now*, *Next*,",
-        "title": "Now, Next, Later | Computer for Builders | DevRev"
+        "id": "ART-1981_KNOWLEDGE_NODE-2",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "text": "+ [Object customization](/docs/product/object-customization)\\n  + [Glossary \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://support.devrev.ai/devrev/article/ART-16784-glossary)\\n  + [Search](/docs/product/search)\\n  + [Workflows](/docs/product/workflow-engine)\\n\\n    - [Workflow action library](/docs/product/action-library)\\n    - [Triggers](/docs/product/trigger-library)\\n    - [Conversational workflows](/docs/product/conversational-workflows)\\n    - [Workflow"
       },
       {
-        "id": "ART-12390_KNOWLEDGE_NODE-6",
-        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint",
-        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev"
+        "id": "ART-2063_KNOWLEDGE_NODE-2",
+        "title": "Nudges | Computer for Your Customers | DevRev",
+        "text": "[Object customization](/docs/product/object-customization)\\n  + [Glossary \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://support.devrev.ai/devrev/article/ART-16784-glossary)\\n  + [Search](/docs/product/search)\\n  + [Workflows](/docs/product/workflow-engine)\\n\\n    - [Workflow action library](/docs/product/action-library)\\n    - [Triggers](/docs/product/trigger-library)\\n    - [Conversational workflows](/docs/product/conversational-workflows)\\n    - [Workflow management](/docs/product/workflow-management)\\n"
       }
     ]
   },
@@ -4428,54 +4428,54 @@
     "query": "Pro license pricing cost subscription plan",
     "retrievals": [
       {
-        "id": "ART-962_KNOWLEDGE_NODE-0",
-        "text": "b'1. Core Pricing Plans:\\n\\nStarter:  Ideal for small teams (up to 15 users) navigating product-market fit.\\n\\nLimited Time Offer:  $1,000 credits.\\n\\nPlatform License:  $9.99 per monthly active user (MAU).\\n\\nSupport License:  $9.99 per MAU.\\n\\nFeatures:\\n\\nUnlimited viewers at no extra charge.\\n\\nConverge Issue and Ticket Management.\\n\\nMap your product features with Parts and Trails\\n\\nCustomize your data and insights with Vistas.\\n\\nCustomer and user management.\\n\\nLive chat and deflection",
-        "title": "DevRev Pricing"
+        "id": "ART-15627_KNOWLEDGE_NODE-4",
+        "title": "DevRev Pricing - for the PLuG on the website",
+        "text": "based on requirements\\n\\nDevRev Build Pricing For detailed pricing and to get started: \\xc2\\xa0 https://devrev.ai/pricing/build What are the Build pricing plans?\\n\\nStarter : $9.99 per user/month\\n\\nPro : $24.99 per user/month\\n\\nUltimate : Custom pricing (contact sales)\\n\\nWhat\\'s included in Build Starter ($9.99/month)?\\n\\nAI agents, assistants, and issue tracking\\n\\nSprint management\\n\\nRoadmapping and dependency tracking\\n\\nReady-to-go reporting and analytics\\n\\n45-day free trial\\n\\nWhat\\'s"
       },
       {
-        "id": "ART-962_KNOWLEDGE_NODE-2",
-        "text": "offer).\\n\\n24/5 customer support.\\n\\nPricing:  Platform license at $24.99 per MAU, support license at $34.99 per MAU.\\n\\nUltimate:  Tailored for complex organizations with strict requirements.\\n\\nAll features from Pro, plus:\\n\\nAudit logging.\\n\\nEnhanced storage and retention.\\n\\nSLA-driven support response times.\\n\\nAdvanced object, subtype, and attribute customization.\\n\\nMulti-region high availability.\\n\\nLive read replica sandboxes.\\n\\nCustom pricing based on specific needs.\\n\\n2.",
-        "title": "DevRev Pricing"
+        "id": "ART-15627_KNOWLEDGE_NODE-2",
+        "title": "DevRev Pricing - for the PLuG on the website",
+        "text": "discount. Contact\\xc2\\xa0 support@devrev.ai \\xc2\\xa0to discuss annual pricing. DevRev Support Pricing For detailed pricing and to get started: \\xc2\\xa0 https://devrev.ai/pricing/support What are the Support pricing plans?\\n\\nStarter : $19.99 per user/month (up to 10 users)\\n\\nPro : $59.99 per user/month\\n\\nUltimate : Custom pricing (contact sales)\\n\\nWhat\\'s included in Support Starter ($19.99/month)?\\n\\nAI agents, assistants, and deflection\\n\\nModern omnichannel ticketing platform\\n\\nData"
       },
       {
-        "id": "ART-15627_KNOWLEDGE_NODE-1",
-        "text": "Starter, Pro, and Ultimate. This ensures flexibility and scalability as your business needs evolve. Most plans are priced per user per month, while PLuG offers usage-based pricing options. Is there a free trial available? Yes, DevRev offers a\\xc2\\xa0 45-day free trial \\xc2\\xa0for both Build and Support paid plans (Starter and Pro tiers). What are my payment options? You can use your credit card to pay for any plan. If you sign up for a Pro Plan, DevRev can invoice you annually and offer a",
-        "title": "DevRev Pricing - for the PLuG on the website"
+        "id": "ART-962_KNOWLEDGE_NODE-2",
+        "title": "DevRev Pricing",
+        "text": "offer).\\n\\n24/5 customer support.\\n\\nPricing:  Platform license at $24.99 per MAU, support license at $34.99 per MAU.\\n\\nUltimate:  Tailored for complex organizations with strict requirements.\\n\\nAll features from Pro, plus:\\n\\nAudit logging.\\n\\nEnhanced storage and retention.\\n\\nSLA-driven support response times.\\n\\nAdvanced object, subtype, and attribute customization.\\n\\nMulti-region high availability.\\n\\nLive read replica sandboxes.\\n\\nCustom pricing based on specific needs.\\n\\n2."
       },
       {
-        "id": "ART-15627_KNOWLEDGE_NODE-13",
-        "text": "tier or contact sales for custom arrangements. Is there an enterprise discount for annual payments? Yes, for Pro Plans and above, DevRev can invoice annually and offers discounts. Contact\\xc2\\xa0 support@devrev.ai \\xc2\\xa0to discuss annual pricing options.'",
-        "title": "DevRev Pricing - for the PLuG on the website"
+        "id": "ART-15627_KNOWLEDGE_NODE-3",
+        "title": "DevRev Pricing - for the PLuG on the website",
+        "text": "migration and integrations\\n\\nReady-to-go reporting and analytics\\n\\n45-day free trial\\n\\nWhat\\'s included in Support Pro ($59.99/month)?\\n\\nEverything in Starter\\n\\nAdvanced reporting & analytics\\n\\nCustom SLA and routing policies\\n\\nCustomizable object and data types\\n\\n45-day free trial\\n\\nWhat\\'s included in Support Ultimate?\\n\\nEverything in Pro\\n\\nFull object model customization and unlimited integrations\\n\\nEnterprise-grade security, compliance, controls, and policies\\n\\nCustom pricing"
       },
       {
-        "id": "ART-962_KNOWLEDGE_NODE-3",
-        "text": "Usage-Based Costs:\\n\\nOn top of the core plans, DevRev charges for specific usage:\\n\\nUser and Customer Management:  $0.20 per user, per month.\\n\\nConversations:\\n\\n$0.01 per anonymous user conversation, per month.\\n\\n$0.45 per verified user conversation, per month.\\n\\nStorage:\\n\\n$2.00 per extra GB of file storage, per month.\\n\\n$25.00 per extra GB of base storage, per month.\\n\\n3. Additional Considerations:\\n\\nAuthorization roles and profiles:  $10.00 per MAU (optional add-on).\\n\\nFree tier:",
-        "title": "DevRev Pricing"
+        "id": "ART-962_KNOWLEDGE_NODE-0",
+        "title": "DevRev Pricing",
+        "text": "b'1. Core Pricing Plans:\\n\\nStarter:  Ideal for small teams (up to 15 users) navigating product-market fit.\\n\\nLimited Time Offer:  $1,000 credits.\\n\\nPlatform License:  $9.99 per monthly active user (MAU).\\n\\nSupport License:  $9.99 per MAU.\\n\\nFeatures:\\n\\nUnlimited viewers at no extra charge.\\n\\nConverge Issue and Ticket Management.\\n\\nMap your product features with Parts and Trails\\n\\nCustomize your data and insights with Vistas.\\n\\nCustomer and user management.\\n\\nLive chat and deflection"
       },
       {
-        "id": "ART-15627_KNOWLEDGE_NODE-3",
-        "text": "migration and integrations\\n\\nReady-to-go reporting and analytics\\n\\n45-day free trial\\n\\nWhat\\'s included in Support Pro ($59.99/month)?\\n\\nEverything in Starter\\n\\nAdvanced reporting & analytics\\n\\nCustom SLA and routing policies\\n\\nCustomizable object and data types\\n\\n45-day free trial\\n\\nWhat\\'s included in Support Ultimate?\\n\\nEverything in Pro\\n\\nFull object model customization and unlimited integrations\\n\\nEnterprise-grade security, compliance, controls, and policies\\n\\nCustom pricing",
-        "title": "DevRev Pricing - for the PLuG on the website"
+        "id": "ART-15627_KNOWLEDGE_NODE-5",
+        "title": "DevRev Pricing - for the PLuG on the website",
+        "text": "included in Build Pro ($24.99/month)?\\n\\nEverything in Starter\\n\\nCustomizable issue management\\n\\nAdvanced reporting & analytics\\n\\n45-day free trial\\n\\nWhat\\'s included in Build Ultimate?\\n\\nEverything in Pro\\n\\nFull object model customization and unlimited integrations\\n\\nEnterprise-grade security, compliance, controls, and policies\\n\\nDevRev PLuG Pricing For detailed pricing and to get started: \\xc2\\xa0 https://devrev.ai/pricing/plug What are the PLuG pricing options?\\n\\nFree : AI-powered"
       },
       {
-        "id": "ART-15627_KNOWLEDGE_NODE-5",
-        "text": "included in Build Pro ($24.99/month)?\\n\\nEverything in Starter\\n\\nCustomizable issue management\\n\\nAdvanced reporting & analytics\\n\\n45-day free trial\\n\\nWhat\\'s included in Build Ultimate?\\n\\nEverything in Pro\\n\\nFull object model customization and unlimited integrations\\n\\nEnterprise-grade security, compliance, controls, and policies\\n\\nDevRev PLuG Pricing For detailed pricing and to get started: \\xc2\\xa0 https://devrev.ai/pricing/plug What are the PLuG pricing options?\\n\\nFree : AI-powered",
-        "title": "DevRev Pricing - for the PLuG on the website"
+        "id": "ART-15627_KNOWLEDGE_NODE-13",
+        "title": "DevRev Pricing - for the PLuG on the website",
+        "text": "tier or contact sales for custom arrangements. Is there an enterprise discount for annual payments? Yes, for Pro Plans and above, DevRev can invoice annually and offers discounts. Contact\\xc2\\xa0 support@devrev.ai \\xc2\\xa0to discuss annual pricing options.'"
       },
       {
-        "id": "ART-15627_KNOWLEDGE_NODE-9",
-        "text": "that time, DevRev starts charging your credit card for subscription and consumption costs. What is a Platform vs. Support User?\\n\\nPlatform users : Have full access to the Build App and gain visibility across an organization to understand the context between product and customer\\n\\nSupport Users : Users that create or update customer-related records. The per-seat pricing is in addition to the platform license cost and includes customer records (RevO or RevU), plus other related records like",
-        "title": "DevRev Pricing - for the PLuG on the website"
+        "id": "ART-15627_KNOWLEDGE_NODE-1",
+        "title": "DevRev Pricing - for the PLuG on the website",
+        "text": "Starter, Pro, and Ultimate. This ensures flexibility and scalability as your business needs evolve. Most plans are priced per user per month, while PLuG offers usage-based pricing options. Is there a free trial available? Yes, DevRev offers a\\xc2\\xa0 45-day free trial \\xc2\\xa0for both Build and Support paid plans (Starter and Pro tiers). What are my payment options? You can use your credit card to pay for any plan. If you sign up for a Pro Plan, DevRev can invoice you annually and offer a"
       },
       {
-        "id": "ART-15627_KNOWLEDGE_NODE-2",
-        "text": "discount. Contact\\xc2\\xa0 support@devrev.ai \\xc2\\xa0to discuss annual pricing. DevRev Support Pricing For detailed pricing and to get started: \\xc2\\xa0 https://devrev.ai/pricing/support What are the Support pricing plans?\\n\\nStarter : $19.99 per user/month (up to 10 users)\\n\\nPro : $59.99 per user/month\\n\\nUltimate : Custom pricing (contact sales)\\n\\nWhat\\'s included in Support Starter ($19.99/month)?\\n\\nAI agents, assistants, and deflection\\n\\nModern omnichannel ticketing platform\\n\\nData",
-        "title": "DevRev Pricing - for the PLuG on the website"
+        "id": "ART-15258_KNOWLEDGE_NODE-5",
+        "title": "DevRev - Website - FAQs",
+        "text": "users per product. While the $10K credits typically cover around 14 pro-level licenses based on current pricing, you\\xe2\\x80\\x99re free to use as many licenses based on your business needs. Q:-How do my credits get consumed throughout the year?\\n\\nA:- Credits are consumed monthly, primarily based on the number of licenses you provision and any custom integrations you request for. To make the most of your credits, we recommend starting with just the minimum number of licenses you need and"
       },
       {
-        "id": "ART-15627_KNOWLEDGE_NODE-7",
-        "text": "session record)\\n\\nWhat\\'s included in PLuG Ultimate?\\n\\nAll Pay-as-you-go features\\n\\nAdvanced functionality for scale\\n\\nVolume discounting\\n\\nUnderstanding users wherever they are\\n\\nDevRev AgentOS Pricing For detailed pricing and to get started: \\xc2\\xa0 https://devrev.ai/pricing/agentos How is AgentOS priced? AgentOS is available only through custom pricing. Contact sales for a quote. What\\'s included in AgentOS?\\n\\nFlexible pricing models: usage-based or predictable fixed pricing\\n\\nFull",
-        "title": "DevRev Pricing - for the PLuG on the website"
+        "id": "ART-3908_KNOWLEDGE_NODE-5",
+        "title": "DevRev for Startups",
+        "text": "users per product. While the $10K credits typically cover around 14 pro-level licenses based on current pricing, you\\xe2\\x80\\x99re free to use as many licenses based on your business needs. Q:-How do my credits get consumed throughout the year?\\n\\nA:- Credits are consumed monthly, primarily based on the number of licenses you provision and any custom integrations you request for. To make the most of your credits, we recommend starting with just the minimum number of licenses you need and"
       }
     ]
   },
@@ -4484,54 +4484,54 @@
     "query": "count tickets with customer CSAT review",
     "retrievals": [
       {
-        "id": "ART-2011_KNOWLEDGE_NODE-26",
-        "text": "**CSAT on ticket** > **Configure**.\\n2. Select the channel you want to send the survey on in **Survey channel**.\\n3. Write introductory text for the survey in **Survey introductory text**.\\n\\n   ![]()\\n\\n   To include the customer's name in the CSAT survey emails, add a key {{customer\\\\_name}} to the introductory text configuration of the CSAT.\\n4. Customize your survey response scale which is shown to the customers to select from in **Survey response scale**.\\n5. To collect additional feedback",
-        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-1975_KNOWLEDGE_NODE-28",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "conversations against standalone tickets.\\n* **Tickets linked to issues**\\n\\n  The percentage of tickets linked to product issues.\\n* **Active tickets by owner**\\n\\n  The number of Open or In Progress tickets grouped by owner.\\n* **Tickets created vs. closed**\\n\\n  The trend of tickets created against those closed.\\n\\nCustomer satisfaction (CSAT)\\n----------------------------\\n\\n* **CSAT score distribution**\\n\\n  A distribution of customer satisfaction scores on tickets.\\n\\nTime spent per"
       },
       {
-        "id": "ART-2011_KNOWLEDGE_NODE-24",
-        "text": "[Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[CSAT on ticket](/docs/automations/csat-tickets)\\n\\nCSAT on ticket\\n==============\\n\\n[CSAT on ticket](/marketplace/csat_on_ticket_dwx7b2bp) offers a simplified approach to measure customer satisfaction level for the ticket resolved with the help of surveys which can be utilized to enhance the overall customer experience.\\n\\nThis snap-in displays a customer satisfaction survey to customers after their ticket gets resolved. The questions can",
-        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-1975_KNOWLEDGE_NODE-27",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "customer satisfaction score for tickets.\\n* **Escalated tickets**\\n\\n  The number of tickets that are escalated.\\n\\nCustomer & product impact\\n-------------------------\\n\\n* **Active tickets by customer**\\n\\n  The number of Open or In Progress tickets grouped by customer.\\n* **Active tickets by part**\\n\\n  The number of Open or In Progress tickets grouped by part.\\n\\nTicket distribution\\n-------------------\\n\\n* **Tickets linked to conversations**\\n\\n  The percentage of tickets linked from"
       },
       {
-        "id": "ART-2011_KNOWLEDGE_NODE-27",
-        "text": "from the customer along with the scale rating, ensure that the toggle for **Additional Feedback Request** configuration is enabled.\\n6. Write a query for the customers after the survey is populated in **Survey query**.\\n7. Write a message for the customers after the survey response is submitted in **Survey response message**.\\n8. Specify the time for the survey to expire (in minutes) in **Survey expires after**.\\n\\n   ![]()\\n9. If you want to send the survey only once, enable the **Send survey",
-        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-1977_KNOWLEDGE_NODE-25",
+        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev",
+        "text": "Average CSAT rating for ticket Owners.\\n* **SLA breaches by Customer tier**\\n\\n  Number of Tickets with SLA breaches for ticket owners.\\n* **Active Tickets**\\n\\n  A distribution of tickets in Open and In Progress states and the respective owners.\\n* **Closed Tickets**\\n\\n  A distribution of tickets in Closed state and the respective owners.\\n* **SLA breaches**\\n\\n  Number of Tickets with SLA breaches for ticket owners.\\n* **Tickets Escalated**\\n\\n  Number of tickets that are escalated by"
       },
       {
-        "id": "ART-2013_KNOWLEDGE_NODE-27",
-        "text": "customer's name in the CSAT survey emails, add a key {{customer\\\\_name}} to the introductory text configuration of the CSAT.\\n4. Customize your survey response scale which is shown to the customers to select from in **Survey response scale**.\\n5. To collect additional feedback from the customer along with the scale rating, ensure that the toggle for **Additional Feedback Request** configuration is enabled.\\n6. Write a query for the customers after the survey is populated in **Survey",
-        "title": "CSAT on conversation | Automate | Snap-ins | DevRev"
+        "id": "ART-1004_KNOWLEDGE_NODE-9",
+        "title": "Understanding a Support Engineer's Pain Points and KPIs",
+        "text": "tickets\\nWHERE EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE)\\nGROUP BY engineer_id;\\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\\n\\n\\nIndividual Customer Satisfaction (CSAT) Score\\n\\n\\n  Definition\\n    \\n      A metric that gauges customer satisfaction with the support provided by a specific engineer, typically collected through surveys.\\n    \\n  \\n  Calculation\\n    \\n      (Number of satisfied responses for the engineer) / (Total number of"
       },
       {
-        "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 [CSAT on ticket](/marketplace/csat_on_ticket_dwx7b2bp) from the DevRev marketplace.\\n2. Select the workspace to install the snap-in, confirm installation, and click **Deploy snap-in**.\\n\\nConfiguration\\n-------------\\n\\n1. Go to **Snap-ins** >",
-        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-1003_KNOWLEDGE_NODE-20",
+        "title": "Understanding a Support Lead's Pain Points and KPIs",
+        "text": "AverageResolutionTime\\nFROM tickets t\\nWHERE t.status = 'resolved'\\nAND EXTRACT(@period FROM t.created_at) = EXTRACT(@period FROM CURRENT_DATE);\\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\\n\\n\\nCustomer Satisfaction Score (CSAT)\\n\\n\\n  Definition\\n    \\n      A metric that gauges customer satisfaction with the support provided, typically collected through surveys.\\n    \\n  \\n  Calculation\\n    \\n      (Number of satisfied responses) / (Total number of responses) * 100\\n"
       },
       {
-        "id": "ART-2011_KNOWLEDGE_NODE-28",
-        "text": "only once per ticket** toggle.\\n10. If you want to automatically send CSAT surveys when tickets reach the *Resolved* stage, keep the **Trigger the CSAT survey based on configured rules** toggle turned off.\\n11. If you want to send CSAT at a specific ticket stage, turn the **Trigger the CSAT survey based on configured rules** toggle on and set up a custom workflow with the following configuration:\\n\\n| **Component** | **Details** |\\n| --- | --- |\\n| Trigger | Update Ticket |\\n| Stage Control |",
-        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-1975_KNOWLEDGE_NODE-26",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "resolve tickets.\\n* **Tickets awaiting response**\\n\\n  The number of active tickets awaiting response to customer.\\n* **Unassigned tickets**\\n\\n  The number of tickets not yet assigned to a support agent.\\n* **Active blocker tickets**\\n\\n  The number of tickets with severity Blocker that are in the Open or In Progress state.\\n* **SLA compliance rate**\\n\\n  The percentage of tickets where the SLA was met out of all tickets where the SLA was applied.\\n* **Average CSAT score**\\n\\n  The average"
       },
       {
-        "id": "ART-2011_KNOWLEDGE_NODE-29",
-        "text": "If Else |\\n| Condition | When: Ticket Updated / Output > Stage > Name (Make sure that the stage name is in snake case.) |\\n| Action | Update Ticket |\\n| ID | Ticket Updated > Output > Id |\\n| List of Integrations | CSAT |\\n| Integrations | App CSAT Send Survey > Yes |\\n\\n1. Click **Save** > **Next** and deploy the snap-in.\\n\\n[PreviousCSAT on conversation](/docs/automations/csat-conv)[NextCSV work item uploader](/docs/automations/csv-work-item-uploader)\\n\\n#### On this page\\n\\n*",
-        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-1972_KNOWLEDGE_NODE-27",
+        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev",
+        "text": "by Channel**\\n\\n  Number of tickets where SLA was breached for each source channel.\\n* **SLA breaches by Subtype**\\n\\n  Number of tickets where SLA was breached for each ticket subtype.\\n* **SLA breaches by Owner**\\n\\n  Number of Tickets with SLA breaches for ticket owners.\\n* **Avg CSAT by SLA status**\\n\\n  Average CSAT rating of tickets w.r.t. their SLA status and severity.\\n* **Unassigned Tickets with SLA breaches per Customer**\\n\\n  Number of Unassigned Tickets with SLA breaches for each"
       },
       {
-        "id": "ART-2011_KNOWLEDGE_NODE-5",
-        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
-        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-1977_KNOWLEDGE_NODE-24",
+        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support Teams](/docs/product/support)\\n[Support analytics](/docs/product/support-analytics)\\n[Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n\\nTicket-Team Performance\\n=======================\\n\\n* **Number of Owners**\\n\\n  Total number of ticket owners.\\n* **Avg SLA breaches by Owner**\\n\\n  Number of Tickets with SLA breaches divided by number of ticket owners.\\n* **Average CSAT rating**\\n\\n"
       },
       {
-        "id": "ART-1977_KNOWLEDGE_NODE-25",
-        "text": "Average CSAT rating for ticket Owners.\\n* **SLA breaches by Customer tier**\\n\\n  Number of Tickets with SLA breaches for ticket owners.\\n* **Active Tickets**\\n\\n  A distribution of tickets in Open and In Progress states and the respective owners.\\n* **Closed Tickets**\\n\\n  A distribution of tickets in Closed state and the respective owners.\\n* **SLA breaches**\\n\\n  Number of Tickets with SLA breaches for ticket owners.\\n* **Tickets Escalated**\\n\\n  Number of tickets that are escalated by",
-        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1968_KNOWLEDGE_NODE-27",
+        "title": "Conversation insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "closed.\\n* **Conversations created by channel**\\n\\n  A distribution of conversations categorized by their source channel.\\n* **Active conversations per owner**\\n\\n  The number of conversations per owner that are Open or In Progress.\\n\\nTuring efficiency and customer satisfaction (CSAT)\\n--------------------------------------------------\\n\\n* **Bot resolution**\\n\\n  The percentage of conversations resolved by the bot.\\n* **CSAT score distribution**\\n\\n  A distribution of customer satisfaction"
       },
       {
         "id": "ART-2011_KNOWLEDGE_NODE-4",
-        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to",
-        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+        "title": "CSAT on ticket | Automate | Snap-ins | DevRev",
+        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to"
       }
     ]
   },
@@ -4540,54 +4540,54 @@
     "query": "save filters in support portal",
     "retrievals": [
       {
-        "id": "ART-1978_KNOWLEDGE_NODE-11",
-        "text": "[CSV comments uploader](/docs/automations/csv-comments-uploader)\\n    - [CSV commands uploader](/docs/automations/csv-commands-uploader)\\n    - [Descope identity validation](/docs/automations/descope-identity-validation)\\n    - [Effort logger](/docs/automations/effort-logger)\\n    - [HTTP archive file upload & sanitization](/docs/automations/har-sanitization)\\n    - [Link preview](/docs/automations/link-preview)\\n    - [Org tags sync](/docs/automations/org-tags-sync)\\n    - [Search",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-1639_KNOWLEDGE_NODE-457",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "origin system.\\ntags string Optional\\nFilters for work with any of the provided tags.\\nticket.channels enum Optional\\nFilters for tickets with any of the provided channels.\\nAllowed values: email plug slack twilio twilio_sms\\nticket.group string Optional\\nFilters for tickets belonging to specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need response.\\nticket.rev_org string Optional\\nFilters"
       },
       {
-        "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 widget and click on the preview widget to test it out.\\n\\nEach widget can be customized with filters, groupings, and visualizations (charts, tables, etc.)4. Create a dashboard for tracking ticket resolution time\\n\\nCreate a new dashboard in",
-        "title": "Support queries related playbook"
+        "id": "ART-1822_KNOWLEDGE_NODE-460",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided"
       },
       {
-        "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 company logo.\\n   * (Optional) Enable the footer and add your social media and text links in their respective fields.\\n   * (Optional) Enable **Search** to get answers in search results.\\n   * (Optional) Enable Plug widget to facilitate",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-1440_KNOWLEDGE_NODE-8",
+        "title": "Export Works \u2014 DevRev | Docs",
+        "text": "stringsOptional\\n\\nFilters for tickets belonging to specific groups.\\n\\nticket.is_frozenbooleanOptional\\n\\nFilters for frozen tickets.\\n\\nticket.is_spambooleanOptional\\n\\nFilters for tickets that are spam.\\n\\nticket.needs_responsebooleanOptional\\n\\nFilters for tickets that need response.\\n\\nticket.rev_orglist of stringsOptional\\n\\nFilters for tickets that are associated with any of the provided Rev organizations.\\n\\nticket.severitylist of enumsOptional\\n\\nFilters for tickets with any of the"
       },
       {
-        "id": "ART-10697_KNOWLEDGE_NODE-30",
-        "text": "New filtering options let agents view tickets tied to specific articles, while updated analytics reveal the most and least linked articles, improving knowledge sharing and support strategy.\\n* Plug is our live chat widget designed for real-time conversations in your customer portal. It reduces ticket volume by resolving common queries instantly, enhancing self-service and speeding up issue resolution. Use spotlight cards or banners to notify customers about incidents, updates, or promotions,",
-        "title": "February 2025 | Changelog | DevRev"
+        "id": "ART-1655_KNOWLEDGE_NODE-457",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided"
       },
       {
-        "id": "ART-1452_KNOWLEDGE_NODE-4",
-        "text": "users.\\n\\nstageobjectOptional\\n\\nThe filter for stages.\\n\\nShow property\\n\\nstaged_infoobjectOptional\\n\\nShow property\\n\\nstatelist of stringsOptional\\n\\nFilters for work with any of the provided states.\\n\\nsync_metadataobjectOptional\\n\\nShow 4 properties\\n\\ntagslist of stringsOptional\\n\\nFilters for work with any of the provided tags.\\n\\ntarget_close_dateobjectOptional\\n\\nProvides ways to specify date ranges on objects.\\n\\nShow 2 variants\\n\\nticketobjectOptional\\n\\nShow 13 properties\\n\\n###",
-        "title": "Export Works (POST) \u2014 DevRev | Docs"
+        "id": "ART-1636_KNOWLEDGE_NODE-468",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided"
       },
       {
-        "id": "ART-1952_KNOWLEDGE_NODE-34",
-        "text": "filters from your vista will be transferred to your widget definition. If any filters are not carried over, a message will indicate the reason, and you will have the option to add the missing vista filters to your widget filter definition.\\n* **Widget Filters**: These filters are for your widget definition and include all filters from the vista, as well as other objects.\\n\\n![]()\\n\\nThe filters and dimensions are interlinked. To have filterable values, you must select them in dimensions as",
-        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev"
+        "id": "ART-1597_KNOWLEDGE_NODE-464",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided"
       },
       {
-        "id": "ART-10697_KNOWLEDGE_NODE-31",
-        "text": "boosting engagement and reducing repetitive inquiries. To enable Plug, go to **Settings > Portal Settings**, activate Plug widget, and **Save** and **Publish**.\\n\\n![]()\\xc2\\xa0For more information about *Support App*, refer to the following articles: \\xe2\\x80\\xa3 [Support snap-ins | Support](/docs/product/snapins-support) \\xe2\\x80\\xa3 [Support best practices | Support](/docs/product/support-bp) \\xe2\\x80\\xa3 [Support](/docs/product/support) \\xe2\\x80\\xa3",
-        "title": "February 2025 | Changelog | DevRev"
+        "id": "ART-1827_KNOWLEDGE_NODE-468",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided"
       },
       {
-        "id": "ART-1978_KNOWLEDGE_NODE-10",
-        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-1303_KNOWLEDGE_NODE-462",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided"
       },
       {
-        "id": "ART-1978_KNOWLEDGE_NODE-27",
-        "text": "portal\\n-------------------------------------\\n\\n* **Enhanced customer experience**: Customers can access self-service options, track their tickets, and receive timely updates, leading to improved satisfaction.\\n* **Efficient ticket management**: The portal streamlines the ticket creation, assignment, and tracking process, ensuring faster resolution times.\\n* **Seamless, timely, and transparent communication**: Customers and support teams can engage in threaded conversations within the portal,",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-1652_KNOWLEDGE_NODE-444",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "with any of the provided channels.\\nAllowed values: email plug slack twilio twilio_sms\\nticket.group string Optional\\nFilters for tickets belonging to specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of"
       },
       {
-        "id": "ART-1978_KNOWLEDGE_NODE-13",
-        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-1244_KNOWLEDGE_NODE-22",
+        "title": "Export Works | DevRev | Docs",
+        "text": "tickets belonging to specific groups.\\n\\nticket.is\\\\_frozenbooleanOptional\\n\\nFilters for frozen tickets.\\n\\nticket.is\\\\_spambooleanOptional\\n\\nFilters for tickets that are spam.\\n\\nticket.needs\\\\_responsebooleanOptional\\n\\nFilters for tickets that need response.\\n\\nticket.rev\\\\_orglist of stringsOptional\\n\\nFilters for tickets that are associated with any of the provided Rev\\norganizations.\\n\\nticket.severitylist of enumsOptional\\n\\nFilters for tickets with any of the provided"
       }
     ]
   },
@@ -4597,53 +4597,53 @@
     "retrievals": [
       {
         "id": "ART-4271_KNOWLEDGE_NODE-26",
-        "text": "conversation metadata including: \\n      * Source channel\\n      * Customer account information\\n      * External members added as **reported by** on the ticket\\n    * An AI-generated ticket title and description based on customer messages.\\n\\n### How to convert Conversations to Tickets\\n\\n**Manual Conversion**\\n\\nTo manually convert a conversation to a ticket:\\n\\n  1. Open the conversation record pane view.\\n  2. Click **Convert to Ticket** to initiate the conversion.\\n\\n**Automated Conversion",
-        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "conversation metadata including: \\n      * Source channel\\n      * Customer account information\\n      * External members added as **reported by** on the ticket\\n    * An AI-generated ticket title and description based on customer messages.\\n\\n### How to convert Conversations to Tickets\\n\\n**Manual Conversion**\\n\\nTo manually convert a conversation to a ticket:\\n\\n  1. Open the conversation record pane view.\\n  2. Click **Convert to Ticket** to initiate the conversion.\\n\\n**Automated Conversion"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-27",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "happens automatically:\\n\\n* The original conversation moves to *Archived* stage and cannot be reopened.\\n* A new ticket is created with:\\n  + All internal discussions and customer messages copied from the conversation\\n  + Equivalent metadata as the conversation, including source channel, customer account information, and external members added as **reported by** on the ticket\\n  + An AI-generated ticket title and description based on customer messages\\n\\nConvert conversations to"
       },
       {
         "id": "ART-4271_KNOWLEDGE_NODE-31",
-        "text": "AI-handled conversation reaches its capability limits and needs human expertise.\\n  * **Extended troubleshooting** : Issues requiring multiple steps or follow-ups over time.\\n\\n## Key information\\n\\n  * **Channel support** : Currently, the conversion feature is only available for PLuG and Slack conversations. Other channels still use the traditional **Link Ticket** functionality.\\n\\n  * **CSAT surveys** : CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only",
-        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "AI-handled conversation reaches its capability limits and needs human expertise.\\n  * **Extended troubleshooting** : Issues requiring multiple steps or follow-ups over time.\\n\\n## Key information\\n\\n  * **Channel support** : Currently, the conversion feature is only available for PLuG and Slack conversations. Other channels still use the traditional **Link Ticket** functionality.\\n\\n  * **CSAT surveys** : CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only"
       },
       {
         "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 automated [workflows](./workflow-engine) to convert conversations to tickets based on specific triggers:\\n\\n* When a conversation meets defined criteria\\n* When the AI agent identifies an issue requiring escalation\\n* According to custom business",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "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 automated [workflows](./workflow-engine) to convert conversations to tickets based on specific triggers:\\n\\n* When a conversation meets defined criteria\\n* When the AI agent identifies an issue requiring escalation\\n* According to custom business"
       },
       {
         "id": "ART-6174_KNOWLEDGE_NODE-26",
-        "text": "functionality is replaced with a new **Convert to Ticket** feature. Currently, the conversion feature is available only for Plug and Slack conversations. Other channels still use the traditional **Link Ticket** functionality.\\n\\nConversion cannot be undone. Once a conversation is converted to a ticket, this action is permanent and the conversation remains archived.\\n\\nConversation conversion process\\n-------------------------------\\n\\nWhen you convert a conversation to a ticket, the following",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "functionality is replaced with a new **Convert to Ticket** feature. Currently, the conversion feature is available only for Plug and Slack conversations. Other channels still use the traditional **Link Ticket** functionality.\\n\\nConversion cannot be undone. Once a conversation is converted to a ticket, this action is permanent and the conversation remains archived.\\n\\nConversation conversion process\\n-------------------------------\\n\\nWhen you convert a conversation to a ticket, the following"
       },
       {
         "id": "ART-4271_KNOWLEDGE_NODE-29",
-        "text": "end user.\\n\\n## Why you should convert a Conversation to a Ticket\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n  * **Complex issues** : When a customer inquiry requires in-depth investigation that can't be resolved in a quick conversation.\\n  * **Cross-team collaboration** : Issues requiring input from multiple departments or specialists.\\n  * **Escalation needs** : When a conversation needs to be escalated to a higher support tier.\\n  * **Feature requests** :",
-        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "end user.\\n\\n## Why you should convert a Conversation to a Ticket\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n  * **Complex issues** : When a customer inquiry requires in-depth investigation that can't be resolved in a quick conversation.\\n  * **Cross-team collaboration** : Issues requiring input from multiple departments or specialists.\\n  * **Escalation needs** : When a conversation needs to be escalated to a higher support tier.\\n  * **Feature requests** :"
       },
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-27",
-        "text": "happens automatically:\\n\\n* The original conversation moves to *Archived* stage and cannot be reopened.\\n* A new ticket is created with:\\n  + All internal discussions and customer messages copied from the conversation\\n  + Equivalent metadata as the conversation, including source channel, customer account information, and external members added as **reported by** on the ticket\\n  + An AI-generated ticket title and description based on customer messages\\n\\nConvert conversations to",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-32",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "triggered when a conversation is resolved, not when it's archived through conversion.\\n\\n  * **SLA handling** : Conversation and ticket SLAs operate independently. When converting:\\n\\n    * The new ticket starts with its own response and resolution SLA timers.\\n    * All active SLA metrics on the original conversation are marked as completed.\\n  * **Conversion permanence** : Conversion cannot be undone. Once a conversation is converted to a ticket, this action is permanent and the conversation"
       },
       {
         "id": "ART-6174_KNOWLEDGE_NODE-31",
-        "text": "Cross-team collaboration needs\\n* Escalation requirements\\n* Feature requests\\n* Bug reports\\n* SLA tracking requirements\\n* Documentation needs\\n* Resource allocation requirements\\n* AI capability limitations\\n* Extended troubleshooting needs\\n\\nSupport workflows\\n-----------------\\n\\n* **CSAT surveys**: CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only triggered when a conversation is resolved, not when it's archived through conversion.\\n* **SLA",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "Cross-team collaboration needs\\n* Escalation requirements\\n* Feature requests\\n* Bug reports\\n* SLA tracking requirements\\n* Documentation needs\\n* Resource allocation requirements\\n* AI capability limitations\\n* Extended troubleshooting needs\\n\\nSupport workflows\\n-----------------\\n\\n* **CSAT surveys**: CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only triggered when a conversation is resolved, not when it's archived through conversion.\\n* **SLA"
       },
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-32",
-        "text": "handling**: Conversation and ticket SLAs operate independently. When converting:\\n\\n  + The new ticket starts with its own response and resolution SLA timers\\n  + All active SLA metrics on the original conversation are marked as completed\\n\\n[PreviousConversations](/docs/product/conversation)[NextTickets](/docs/product/tickets)\\n\\n#### On this page\\n\\n* [Conversation conversion process](#conversation-conversion-process)\\n* [Convert conversations to tickets](#convert-conversations-to-tickets)\\n*",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
-      },
-      {
-        "id": "ART-6174_KNOWLEDGE_NODE-30",
-        "text": "there.\\n\\n![]()\\n\\nSlack end-user experience\\n-------------------------\\n\\nWhen a conversation is converted to a ticket in Slack:\\n\\n* Ticket information appears within the same thread.\\n* All subsequent messages sync with the newly created ticket.\\n* The transition is seamless for the end user.\\n\\nConversation conversion scenarios\\n---------------------------------\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n* Complex issues requiring in-depth investigation\\n*",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-6174_KNOWLEDGE_NODE-36",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n![]()\\n\\n![]()\""
       },
       {
-        "id": "ART-6174_KNOWLEDGE_NODE-24",
-        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Conversation conversion process](#conversation-conversion-process)\\n* [Convert conversations to tickets](#convert-conversations-to-tickets)\\n* [Plug widget end-user experience](#plug-widget-enduser-experience)\\n* [Slack end-user experience](#slack-enduser-experience)\\n* [Conversation conversion scenarios](#conversation-conversion-scenarios)\\n* [Support workflows](#support-workflows)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support",
-        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+        "id": "ART-4271_KNOWLEDGE_NODE-30",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "Customer suggestions that need to be tracked and potentially implemented.\\n  * **Bug reports** : Technical issues that require development team involvement.\\n  * **SLA tracking** : When you need more formal tracking of resolution times for critical issues.\\n  * **Documentation** : Issues that should be formally documented for compliance or future reference.\\n  * **Resource allocation** : When dedicating specific resources to resolve a particular customer issue.\\n  * **AI handoff** : When an"
       }
     ]
   },
@@ -4652,54 +4652,54 @@
     "query": "control email notifications for new conversation",
     "retrievals": [
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-30",
-        "text": "linked to a conversation\\n-------------------------------\\n\\n* **Trigger**: A ticket is linked to an existing conversation.\\n* **Action**: The system sends out a notification with the linked ticket number.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"<customer email subject from Conversation>\"\\n\\n![]()\\n\\nThis email is only sent to the organizations with [Convergence snap-in](https://docs.devrev.ai/automations/converge)\\n\\nChange of",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1953_KNOWLEDGE_NODE-27",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "conversation, ensuring seamless and continuous communication.\\n\\nBy default, notifications are sent from [notifications@devrev.ai](mailto:notifications@devrev.ai). However, this setting can be overridden to use the organization\\xe2\\x80\\x99s primary email address as the sender, or notifications can be turned off entirely.\\n\\nTo configure the notifications setting, under [**Settings** > **Snap-ins** > **Email Integration**](https://app.devrev.ai/devrev/settings/snap-ins/email-with-tickets), go to"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-27",
-        "text": "conversation, ensuring seamless and continuous communication.\\n\\nBy default, notifications are sent from [notifications@devrev.ai](mailto:notifications@devrev.ai). However, this setting can be overridden to use the organization\\xe2\\x80\\x99s primary email address as the sender, or notifications can be turned off entirely.\\n\\nTo configure the notifications setting, under [**Settings** > **Snap-ins** > **Email Integration**](https://app.devrev.ai/devrev/settings/snap-ins/email-with-tickets), go to",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1953_KNOWLEDGE_NODE-33",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "[no-reply@devrev.ai](mailto:no-reply@devrev.ai)\\n* **Subject**: \"CSAT for TKT-XXX\"\\n\\n![]()\\n\\nThis email is only sent to organizations that have installed [CSAT snap-in](https://docs.devrev.ai/automations/csat-conv).\\n\\nAuto customer reply\\n-------------------\\n\\n* **Trigger**: A new conversation is initiated from a customer.\\n* **Action**: An automated reply is sent.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"<customer email"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-32",
-        "text": "\\xe2\\x80\\x9cUpdate on your Conversation with {Company\\\\_Name}\"\\n\\n![]()\\n\\nThis email is only sent to organizations that have installed [Convergence snap-in](https://docs.devrev.ai/automations/converge).\\n\\nCSAT survey for conversation/ticket\\n-----------------------------------\\n\\n* **Trigger**: A CSAT survey is sent for a conversation or ticket.\\n* **Action**: The system sends out a notification with the ticket/conversation number and CSAT form.\\n* **Sender**: DevRev",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1953_KNOWLEDGE_NODE-31",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "stage of a ticket/conversation\\n----------------------------------------\\n\\n* **Trigger**: When there\\'s a change of stage in a ticket or conversation.\\n* **Action**: The system sends out a notification detailing the Ticket/Conversation number and stage change.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**:\\n  + For ticket: \"[{Company\\\\_Name}] Update on TKT-XXX - Ticket Title\"\"<customer email subject>\"\\n  + For conversations:"
       },
       {
         "id": "ART-1953_KNOWLEDGE_NODE-28",
-        "text": "**Configure** > **Notification Sender Email Address** and select the required option.\\n\\nReply to the customer on a conversation\\n---------------------------------------\\n\\n* **Trigger**: When a reply is made to a customer on a conversation and they are not online anymore.\\n* **Action**: The system sends out a notification to the customer with the recent messages while highlighting the latest message that triggered the email.\\n* **Sender**: {Sender\\\\_Name}",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "**Configure** > **Notification Sender Email Address** and select the required option.\\n\\nReply to the customer on a conversation\\n---------------------------------------\\n\\n* **Trigger**: When a reply is made to a customer on a conversation and they are not online anymore.\\n* **Action**: The system sends out a notification to the customer with the recent messages while highlighting the latest message that triggered the email.\\n* **Sender**: {Sender\\\\_Name}"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-31",
-        "text": "stage of a ticket/conversation\\n----------------------------------------\\n\\n* **Trigger**: When there\\'s a change of stage in a ticket or conversation.\\n* **Action**: The system sends out a notification detailing the Ticket/Conversation number and stage change.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**:\\n  + For ticket: \"[{Company\\\\_Name}] Update on TKT-XXX - Ticket Title\"\"<customer email subject>\"\\n  + For conversations:",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1953_KNOWLEDGE_NODE-30",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "linked to a conversation\\n-------------------------------\\n\\n* **Trigger**: A ticket is linked to an existing conversation.\\n* **Action**: The system sends out a notification with the linked ticket number.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"<customer email subject from Conversation>\"\\n\\n![]()\\n\\nThis email is only sent to the organizations with [Convergence snap-in](https://docs.devrev.ai/automations/converge)\\n\\nChange of"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-36",
-        "text": "conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1954_KNOWLEDGE_NODE-33",
+        "title": "Updates | Computer by DevRev | DevRev",
+        "text": "notifications for new assignments.\\n   * Group Mentions: Enable notifications for mentions involving your affiliated groups.\\n   * Mentions: Enable alerts when you're mentioned.\\n   * Comments: Enable updates for comments on your subscribed records.\\n   * Attribute Updates: Enable notifications for attribute updates in records to which you subscribe.\\n3. Select the priority level (*Important*, *Others*, *Muted*) for each notification type. This determines the destination tab on the **Updates**"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-4",
-        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1954_KNOWLEDGE_NODE-38",
+        "title": "Updates | Computer by DevRev | DevRev",
+        "text": "triaging](#filters-and-tools-for-triaging)\\n* [Notification priorities and channels](#notification-priorities-and-channels)\\n* [Email and push notifications](#email-and-push-notifications)\\n* [Personalizing notifications](#personalizing-notifications)\\n* [Collision and prioritization](#collision-and-prioritization)\\n* [Follow conversations](#follow-conversations)\\n* [Daily email digest](#daily-email-digest)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-24",
-        "text": "conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n1. [Documentation](/docs)\\n3.",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1954_KNOWLEDGE_NODE-24",
+        "title": "Updates | Computer by DevRev | DevRev",
+        "text": "triaging](#filters-and-tools-for-triaging)\\n* [Notification priorities and channels](#notification-priorities-and-channels)\\n* [Email and push notifications](#email-and-push-notifications)\\n* [Personalizing notifications](#personalizing-notifications)\\n* [Collision and prioritization](#collision-and-prioritization)\\n* [Follow conversations](#follow-conversations)\\n* [Daily email digest](#daily-email-digest)\\n\\n1. [Documentation](/docs)\\n3. [Computer by"
       },
       {
-        "id": "ART-1820_KNOWLEDGE_NODE-3",
-        "text": "Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/beta/api-reference/notifications/content-template-list-post)[#### Create Conversation\\n\\nNext](/beta/api-reference/conversations/create)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Send Notifications | DevRev | Docs"
+        "id": "ART-1953_KNOWLEDGE_NODE-36",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer"
       },
       {
-        "id": "ART-1953_KNOWLEDGE_NODE-35",
-        "text": "installed [Auto-reply snap-in](https://docs.devrev.ai/automations/auto-reply).\\n\\n[PreviousUpdates](/docs/product/updates)[NextRoles](/docs/product/roles)\\n\\n#### On this page\\n\\n* [White-label customer email notifications](#whitelabel-customer-email-notifications)\\n* [Reply to the customer on a conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a",
-        "title": "Customer email notifications | Computer by DevRev | DevRev"
+        "id": "ART-1953_KNOWLEDGE_NODE-24",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n1. [Documentation](/docs)\\n3."
       }
     ]
   },
@@ -4709,53 +4709,53 @@
     "retrievals": [
       {
         "id": "ART-15688_KNOWLEDGE_NODE-29",
-        "text": "system automatically validates:\\n\\n   * Date format and range (within last 10 days to next 10 days)\\n   * Hours and minutes values\\n   * Prevents logging when both hours and minutes are zero\\n3. **Confirmation**: After successful validation, the effort is logged and a confirmation message appears in the timeline.\\n\\nSupported object types\\n----------------------\\n\\nThe Effort logger snap-in works with the following object types:\\n\\n* **Tickets**: Log effort against support tickets, bug reports,",
-        "title": "Effort logger | Automate | Snap-ins | DevRev"
+        "title": "Effort logger | Automate | Snap-ins | DevRev",
+        "text": "system automatically validates:\\n\\n   * Date format and range (within last 10 days to next 10 days)\\n   * Hours and minutes values\\n   * Prevents logging when both hours and minutes are zero\\n3. **Confirmation**: After successful validation, the effort is logged and a confirmation message appears in the timeline.\\n\\nSupported object types\\n----------------------\\n\\nThe Effort logger snap-in works with the following object types:\\n\\n* **Tickets**: Log effort against support tickets, bug reports,"
       },
       {
-        "id": "ART-2021_KNOWLEDGE_NODE-24",
-        "text": "[Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n\\nTicket age in engineering\\n=========================\\n\\n[Ticket age in engineering](/marketplace/ticket-age-in-engineering)\\noffers the ability to track how much time tickets spend on engineering, measured\\nby ticket time spent on engineering stages.\\n\\nThe snap-in adds a new attribute to tickets which automatically calculates the\\ntime",
-        "title": "Ticket age in engineering | Automate | Snap-ins | DevRev"
+        "id": "ART-15688_KNOWLEDGE_NODE-28",
+        "title": "Effort logger | Automate | Snap-ins | DevRev",
+        "text": "effort logs as custom objects with structured data\\n\\nHow to use\\n----------\\n\\n1. **Access the command**: In the timeline of any ticket or conversation, type the following command:\\n\\n```\\n```\\n1 /log_effort\\n```\\n```\\n\\n1. **Enter effort details**: The snap-in prompts you to enter:\\n\\n   * **Date**: The date when the effort was performed (MM/DD/YYYY format)\\n   * **Hours**: Number of hours worked (0 or positive number)\\n   * **Minutes**: Number of minutes worked (0-59)\\n2. **Validation**: The"
       },
       {
-        "id": "ART-2021_KNOWLEDGE_NODE-25",
-        "text": "spent on engineering for that ticket. There can be multiple engineering\\nsessions. An engineering session starts when a ticket moves from a\\nnon-engineering stage to an engineering stage and it ends when it moves from an\\nengineering stage to a non-engineering stage. You should select which ticket\\nstages reflect engineering work and if the time spent should be shown in hours\\nor days.\\n\\nInstalling the Ticket age in engineering snap-in\\n------------------------------------------------\\n\\n1.",
-        "title": "Ticket age in engineering | Automate | Snap-ins | DevRev"
+        "id": "ART-15688_KNOWLEDGE_NODE-24",
+        "title": "Effort logger | Automate | Snap-ins | DevRev",
+        "text": "[Supported object types](#supported-object-types)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[Effort logger](/docs/automations/effort-logger)\\n\\nEffort logger\\n=============\\n\\nThe effort logger snap-in allows users to log effort against objects with comprehensive validation and custom schema management. It provides a seamless way for teams to track time spent on tickets, conversations, and other objects within"
       },
       {
-        "id": "ART-1961_KNOWLEDGE_NODE-37",
-        "text": "\\n{{Ticket\\xc2\\xa0Created\\xc2\\xa0>\\xc2\\xa0Output\\xc2\\xa0>\\xc2\\xa0Reported\\xc2\\xa0By\\xc2\\xa0>\\xc2\\xa0Rev\\xc2\\xa0Org\\xc2\\xa0>\\xc2\\xa0Display\\xc2\\xa0Name}}.\\xe2\\x80\\x9d\\n\\n\\n\\nDelay\\n\\n\\n\\nDuration: 2 minutes\\n\\n\\n\\nIf-else\\n\\n\\n\\nAttribute:\\xc2\\xa0Ticket\\xc2\\xa0Created/Output\\xc2\\xa0>\\xc2\\xa0Applies\\xc2\\xa0to\\xc2\\xa0part\\xc2\\xa0>\\xc2\\xa0Display\\xc2\\xa0ID  \\nOperator: Equals  \\nOperand: CAPL-18\\n\\n\\n\\nTicket  \\ncreated\\n\\n\\n\\nEnd\\n```\\n\\n[### Workflow action",
-        "title": "Workflows | Computer by DevRev | DevRev"
+        "id": "ART-2021_KNOWLEDGE_NODE-26",
+        "title": "Ticket age in engineering | Automate | Snap-ins | DevRev",
+        "text": "Install the\\n   [Ticket age in engineering](/marketplace/ticket-age-in-engineering)\\n   from the DevRev marketplace.\\n2. Add all of the **stage names** that reflect that engineering work is planned\\n   or is being done for that ticket. The stages you specify are the ones that\\n   track time spent on engineering. The default values are the default DevRev\\n   engineering stages for tickets.\\n3. Select whether time spent on engineering should be displayed in hours or\\n   days.\\n4. Click **Install"
       },
       {
-        "id": "ART-15688_KNOWLEDGE_NODE-28",
-        "text": "effort logs as custom objects with structured data\\n\\nHow to use\\n----------\\n\\n1. **Access the command**: In the timeline of any ticket or conversation, type the following command:\\n\\n```\\n```\\n1 /log_effort\\n```\\n```\\n\\n1. **Enter effort details**: The snap-in prompts you to enter:\\n\\n   * **Date**: The date when the effort was performed (MM/DD/YYYY format)\\n   * **Hours**: Number of hours worked (0 or positive number)\\n   * **Minutes**: Number of minutes worked (0-59)\\n2. **Validation**: The",
-        "title": "Effort logger | Automate | Snap-ins | DevRev"
+        "id": "ART-2021_KNOWLEDGE_NODE-25",
+        "title": "Ticket age in engineering | Automate | Snap-ins | DevRev",
+        "text": "spent on engineering for that ticket. There can be multiple engineering\\nsessions. An engineering session starts when a ticket moves from a\\nnon-engineering stage to an engineering stage and it ends when it moves from an\\nengineering stage to a non-engineering stage. You should select which ticket\\nstages reflect engineering work and if the time spent should be shown in hours\\nor days.\\n\\nInstalling the Ticket age in engineering snap-in\\n------------------------------------------------\\n\\n1."
       },
       {
-        "id": "ART-2021_KNOWLEDGE_NODE-26",
-        "text": "Install the\\n   [Ticket age in engineering](/marketplace/ticket-age-in-engineering)\\n   from the DevRev marketplace.\\n2. Add all of the **stage names** that reflect that engineering work is planned\\n   or is being done for that ticket. The stages you specify are the ones that\\n   track time spent on engineering. The default values are the default DevRev\\n   engineering stages for tickets.\\n3. Select whether time spent on engineering should be displayed in hours or\\n   days.\\n4. Click **Install",
-        "title": "Ticket age in engineering | Automate | Snap-ins | DevRev"
+        "id": "ART-15688_KNOWLEDGE_NODE-26",
+        "title": "Effort logger | Automate | Snap-ins | DevRev",
+        "text": "set, the default is 365 days.\\n\\n![]()\\n\\nConfigure the appropriate roles and permissions to access and modify the custom effort log objects based on your organization's requirements.\\n\\nFeatures\\n--------\\n\\n* **Effort logging**: Log hours and minutes worked against objects\\n* **Date validation**: Automatic date format validation with MM/DD/YYYY support\\n* **Custom schema management**: Automatic creation and validation of custom schema fragments\\n* **Timeline integration**: Create timeline"
       },
       {
-        "id": "ART-2665_KNOWLEDGE_NODE-13",
-        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
-        "title": "Session recording options | Session analytics | Computer for Your Customers | DevRev"
+        "id": "ART-15688_KNOWLEDGE_NODE-27",
+        "title": "Effort logger | Automate | Snap-ins | DevRev",
+        "text": "entries for effort logs and error messages\\n* **Data validation**: Comprehensive validation of required fields and data types\\n* **Error handling**: Robust error handling with detailed error messages\\n* **Zero effort prevention**: Prevents logging when both hours and minutes are zero\\n* **Date range validation**: Ensures dates are within acceptable range (last 10 days to next 10 days)\\n* **Automatic cleanup**: Removes timeline entries when logging effort\\n* **Custom object storage**: Stores"
       },
       {
-        "id": "ART-2028_KNOWLEDGE_NODE-24",
-        "text": "[Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[Work duration](/docs/automations/work-duration)\\n\\nWork duration\\n=============\\n\\n[Work duration](/marketplace/work-duration) offers the ability\\nto track how much work issues and tickets took to complete, measured by time\\nspent in work sessions.\\n\\nThe snap-in adds a new attribute to tickets and issues which automatically\\ncalculates the work duration for that item. Work duration is meassured in time\\nspent through work sessions. A work",
-        "title": "Work duration | Automate | Snap-ins | DevRev"
+        "id": "ART-1438_KNOWLEDGE_NODE-15",
+        "title": "Create Work \u2014 DevRev | Docs",
+        "text": "\"remaining_time\": 42,  \\n    181|             \"stage\": \"foo\",  \\n    182|             \"status\": \"foo\",  \\n    183|             \"target_time\": \"2023-01-01T12:00:00.000Z\",  \\n    184|             \"warning_target_time\": \"2023-01-01T12:00:00.000Z\"  \\n    185|           }  \\n    186|         ],  \\n    187|         \"removed_sla_metric_history\": [  \\n    188|           {}  \\n    189|         ],  \\n    190|         \"sla\": {  \\n    191|           \"display_id\": \"foo\",  \\n    192|           \"id\": \"foo\","
       },
       {
-        "id": "ART-2665_KNOWLEDGE_NODE-14",
-        "text": "migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket Immutability](/docs/automations/ticket-immutability)\\n    - [Ticket email notifier](/docs/automations/ticket-email-notifier)\\n    - [Task tracker](/docs/automations/task-tracker)\\n    - [Ticket Tagger](/docs/automations/ticket-tagger)\\n    - [Tracxn sync](/docs/automations/tracxn-sync)\\n    - [User group validator](/docs/automations/user-group-validator)\\n    - [Work duration](/docs/automations/work-duration)\\n    -",
-        "title": "Session recording options | Session analytics | Computer for Your Customers | DevRev"
+        "id": "ART-1361_KNOWLEDGE_NODE-9",
+        "title": "Create Work | DevRev | Docs",
+        "text": "\"string\", |\\n| 153 | \"name\": \"string\", |\\n| 154 | \"status\": \"archived\", |\\n| 155 | \"timezone\": \"string\", |\\n| 156 | \"valid_until\": \"2023-01-01T12:00:00.000Z\" |\\n| 157 | }, |\\n| 158 | \"remaining_time\": 1, |\\n| 159 | \"sla_tracker\": { |\\n| 160 | \"created_by\": { |\\n| 161 | \"display_id\": \"string\", |\\n| 162 | \"id\": \"string\", |\\n| 163 | \"display_name\": \"string\", |\\n| 164 | \"display_picture\": { |\\n| 165 | \"display_id\": {}, |\\n| 166 | \"id\": {}, |\\n| 167 | \"file\": {} |\\n| 168 | }, |\\n| 169 | \"email\":"
       },
       {
-        "id": "ART-1003_KNOWLEDGE_NODE-26",
-        "text": "support tickets, which helps measure workload balance and resource allocation.\\n    \\n  \\n  Calculation\\n    \\n      (Total hours spent on support tasks) / (Total working hours) * 100\\n    \\n  \\n\\n\\nSELECT (SUM(TIMESTAMPDIFF(MINUTE, t.start_time, t.end_time)) * 100) / (COUNT(DISTINCT t.engineer_id) * 8 * 60) AS AgentUtilizationRate\\nFROM ticket_work_times\\n\\n\"",
-        "title": "Understanding a Support Lead's Pain Points and KPIs"
+        "id": "ART-1438_KNOWLEDGE_NODE-10",
+        "title": "Create Work \u2014 DevRev | Docs",
+        "text": "\"sla_summary\": {  \\n    124|       \"closest_to_breach_metric\": \"foo\",  \\n    125|       \"org_schedule\": {  \\n    126|         \"display_id\": \"foo\",  \\n    127|         \"id\": \"foo\",  \\n    128|         \"name\": \"foo\",  \\n    129|         \"status\": \"archived\",  \\n    130|         \"timezone\": \"foo\",  \\n    131|         \"valid_until\": \"2023-01-01T12:00:00.000Z\"  \\n    132|       },  \\n    133|       \"remaining_time\": 42,  \\n    134|       \"sla_tracker\": {  \\n    135|         \"created_by\": {  \\n"
       }
     ]
   },
@@ -4764,54 +4764,54 @@
     "query": "Just-in-time (JIT) provisioning for dynamic access",
     "retrievals": [
       {
-        "id": "ART-1978_KNOWLEDGE_NODE-41",
-        "text": "If no such contact is found, JIT provisioning automatically creates a user account, allowing immediate access to the portal. This means users can sign up and log in without manual contact creation within the app.\\n* **Existing contacts without mapped accounts**: If a user is already a contact within the app but does not have a mapped account, they can still log in and create a ticket. In this scenario, the login is performed under the default workspace assigned to the contact.\\n* **Account",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-1978_KNOWLEDGE_NODE-40",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "<yourcompany> portion is based on your company name.\\n\\nIf you want to host your customer portal on a custom domain, please contact our support team.\\n\\nJust-in-time access to the customer portal\\n------------------------------------------\\n\\nDevRev offers just-in-time (JIT) provisioning to streamline login processes by automatically handling user account management.\\n\\n* **Automatic account creation**: When a user logs in, the system verifies if the user exists as a contact within an account."
       },
       {
-        "id": "ART-738_KNOWLEDGE_NODE-17",
-        "text": "level\\n      Also, some vendors who didn\\xe2\\x80\\x99t grow up in the \\xe2\\x80\\x9cas a service\\xe2\\x80\\x9d era will need to change processes to embrace CI/CD (some may have)\\n      A good ask here is how frequently changes are deployed\\n      When something new comes out, we can react and enable rapidly; others may be slower to enable, leading to a gap between when something is \\xe2\\x80\\x9cavailable\\xe2\\x80\\x9d and \\xe2\\x80\\x9creally available\\xe2\\x80\\x9d\\n    \\n  \\n\\n\\nMost of the available",
-        "title": "DevRev | Built for AI (not by AI... yet)"
+        "id": "ART-1978_KNOWLEDGE_NODE-41",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "If no such contact is found, JIT provisioning automatically creates a user account, allowing immediate access to the portal. This means users can sign up and log in without manual contact creation within the app.\\n* **Existing contacts without mapped accounts**: If a user is already a contact within the app but does not have a mapped account, they can still log in and create a ticket. In this scenario, the login is performed under the default workspace assigned to the contact.\\n* **Account"
       },
       {
-        "id": "ART-1978_KNOWLEDGE_NODE-40",
-        "text": "<yourcompany> portion is based on your company name.\\n\\nIf you want to host your customer portal on a custom domain, please contact our support team.\\n\\nJust-in-time access to the customer portal\\n------------------------------------------\\n\\nDevRev offers just-in-time (JIT) provisioning to streamline login processes by automatically handling user account management.\\n\\n* **Automatic account creation**: When a user logs in, the system verifies if the user exists as a contact within an account.",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-1005_KNOWLEDGE_NODE-9",
+        "title": "Choosing the Right Systems For Your Startup",
+        "text": "meaning it was the authoritative source of truth for user information; this was a thing of beauty. In 3+ years I haven\\xe2\\x80\\x99t really had to touch this at all.\\n\\nWhen a user\\xe2\\x80\\x99s start date is approaching, we have a pre-start buffer we use to pull the employee into Okta (this also works for job changes). Within 5 days of starting, the user is provisioned into Okta and all of their other accounts are provisioned. The email set in BambooHR is used to specify the login to Okta and"
       },
       {
-        "id": "ART-1687_KNOWLEDGE_NODE-3",
-        "text": "Jira, simplifying the process.\\n2. **Provide credentials:** During development, you\\xe2\\x80\\x99ll provide your developer keyring of type `oauth-secret` which contains client ID and client secret for the chosen service within the keyring definition. These credentials are securely stored and not distributed with your published snap-in.\\n3. **OAuth 2.0 flow:** When your snap-in needs to access user data from the external service, it initiates the OAuth flow. This typically involves redirecting the",
-        "title": "OAuth 2.0 configuration: Securely storing access tokens | DevRev | Docs"
+        "id": "ART-1958_KNOWLEDGE_NODE-26",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "actor is granted when those caveats are satisfied. If at least one role provides the necessary privilege, for example, the create privilege, the actor is granted permission to proceed with the action, allowing them to create the issue.\\n\\nThe process of checking access is as follows:\\n\\n1. Fetch all the user\\'s [groups](./groups).\\n2. Fetch [roles](./roles) associated with the particular target from the user groups, which in this case would be the \"Issue\".\\n3. The system evaluates the caveats"
       },
       {
-        "id": "ART-992_KNOWLEDGE_NODE-13",
-        "text": "delivery model where we can offload the burden of requests from hitting origin and push more to the edge (more to come here!).\\n\\nIn our case we are using a mix of edge compute (C@E) which allows us to compile and execute RUST code on Fastly\\xe2\\x80\\x99s edge, which can also take advantage of their CDN which can cache content from origin.\\n\\nA quick note on WebAssembly (WASM)\\xe2\\x80\\xa6 this is one thing that is very interesting/exciting and will be one of the core enablers to making clients",
-        "title": "Perimeter security with Fastly edge and AWS \u2014 Part I"
+        "id": "ART-993_KNOWLEDGE_NODE-2",
+        "title": "Perimeter security with Fastly edge and AWS \u2014 Part II",
+        "text": "the fastly endpoints (e.g. k.sni.global.fastly.net)\\n  Client sends request which is done directly to Fastly\\n  Fastly handles the request and can throttle (rate-limiting), or block (DDoS/WAF)\\n  IF the request is denied or throttled the response is sent back to the client\\n  Depending on the endpoint you may require a valid auth token (e.g. JWT). At this point we have Rust code running in Fastly edge which is used to inspect and validate JWT tokens and redirect if necessary\\n  IF an auth token"
       },
       {
-        "id": "ART-992_KNOWLEDGE_NODE-12",
-        "text": "0 IN A 151.101.194.137\\n;; Query time: 50 msec\\n;; SERVER: 172.29.208.1#53(172.29.208.1)\\n;; WHEN: Thu Apr 14 09:29:47 CDT 2022\\n;; MSG SIZE rcvd: 168\\n\\n\\nRequest handling/caching\\n\\nTraditionally a lot of delivery models would rely on CDNs only for their static asset caching and DDoS mitigation, still relying on origin to handle the majority of requests.\\n\\nHowever, I do believe with edge compute and the ability to execute logic efficiently on the edge via WASM we will see an inverting of the",
-        "title": "Perimeter security with Fastly edge and AWS \u2014 Part I"
+        "id": "ART-1958_KNOWLEDGE_NODE-25",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "service account.\\n\\nWhen an actor attempts to carry out an action, such as creating an issue, the access control system checks the actor\\'s role to determine if the actor has the necessary privileges to perform the desired action.\\n\\nPrivilege determination\\n-----------------------\\n\\nEach role consists of two essential parts: caveats and privileges. *Caveats* represent specific conditions that must be met for the role to be applicable. *Privileges* outline the actions or operations that the"
       },
       {
-        "id": "ART-738_KNOWLEDGE_NODE-13",
-        "text": "customization in from the start\\n    \\n      We knew extensibility would be key for any platform\\n      Given the simplicity of customization, we can easily extend our object model with new annotations or context that can be used and fed into models\\n      This means, that a customer or vendor, can easily extend our object model with new data on objects which can be used by models, new object types, or with the output of a model\\n    \\n  \\n  We built multi-tenancy into the object\\n    \\n",
-        "title": "DevRev | Built for AI (not by AI... yet)"
+        "id": "ART-1491_KNOWLEDGE_NODE-6",
+        "title": "Keyrings \u2014 DevRev | Docs",
+        "text": "types\\n\\nWhile DevRev offers pre-defined keyring types for common services, you can leverage this mechanism further to create custom types for specific service integrations.\\n\\nPre-defined keyring types:\\n\\ndevrev-snap-in-secret. : Stores simple string tokens utilized by the snap-in itself.\\n\\ndevrev-atlassian-jira-oauth. : Facilitates OAuth connections for integrating with Jira.\\n\\nscopes: offline_access read:me read:application-role:jira read:audit-log:jira read:issue-security-level:jira"
       },
       {
-        "id": "ART-992_KNOWLEDGE_NODE-8",
-        "text": "any security groups with inbound rules allowing 0.0.0.0/0 with any/all port/protocols, or inbound SSH (yikes) you should consider evaluating things :)\\n\\nFastly CDN/C@E\\n\\n\\n\\nCDNs are not a new concept and have been around for years providing static asset caching and DDoS prevention.\\n\\nHowever, in the past few years, these have expanded to now include capabilities like web-application firewalls (WAFs) and edge compute (logic execution in the CDN) capabilities.\\n\\nIn this section,",
-        "title": "Perimeter security with Fastly edge and AWS \u2014 Part I"
+        "id": "ART-1283_KNOWLEDGE_NODE-6",
+        "title": "Keyrings \u2014 DevRev | Docs",
+        "text": "types\\n\\nWhile DevRev offers pre-defined keyring types for common services, you can leverage this mechanism further to create custom types for specific service integrations.\\n\\nPre-defined keyring types:\\n\\ndevrev-snap-in-secret. : Stores simple string tokens utilized by the snap-in itself.\\n\\ndevrev-atlassian-jira-oauth. : Facilitates OAuth connections for integrating with Jira.\\n\\nscopes: offline_access read:me read:application-role:jira read:audit-log:jira read:issue-security-level:jira"
       },
       {
-        "id": "ART-738_KNOWLEDGE_NODE-14",
-        "text": "Rather than physically segmenting tenant data, we built tenancy into the objects using specific attributes which act as partitions\\n      This allows us to create macro partitions (e.g., customer) or extremely granular partitions (e.g., user level)\\n      This gives us a ton of flexibility as all data is in one place and the granularity can range from macro to micro\\n    \\n  \\n  We designed our services for the cloud\\n    \\n      Being built in the \\xe2\\x80\\x9cera of cloud\\xe2\\x80\\x9d we had a",
-        "title": "DevRev | Built for AI (not by AI... yet)"
+        "id": "ART-12476_KNOWLEDGE_NODE-2",
+        "title": "The Future of Sessions - Powered By DevRev",
+        "text": "access control using DevRev\\xe2\\x80\\x99s Multi-factor Authorization (MFA) system.\\n\\nImproved reliability\\n\\nA platform powered by a team you can count on\\n\\nOmni-channel support: Access our new PLuG widget offering proactive HyperCare support with single-touch deflection across multiple capabilities\\n\\nReal-time updates: Receive live updates on your tickets and track development progress transparently\\n\\nReliable SDK Delivery with Fastly CDN: PLuG SDK is delivered via Fastly CDN which ensures"
       },
       {
-        "id": "ART-970_KNOWLEDGE_NODE-102",
-        "text": "groundwork, ensuring we possessed the requisite keys to partition and segment data effectively. This profound understanding of the structure empowered us to fashion granular and precise authorization mechanisms. By dedicating upfront effort to this aspect, we\\xe2\\x80\\x99ve endowed our system with authorization capabilities that some mature companies can only envision, including support for role-based access control (RBAC), attribute-based access control (ABAC), policy-based access control",
-        "title": "The Story"
+        "id": "ART-970_KNOWLEDGE_NODE-95",
+        "title": "The Story",
+        "text": "as you need to build things at a much more macro level\\n      Also, some vendors who didn\\xe2\\x80\\x99t grow up in the \\xe2\\x80\\x9cas a service\\xe2\\x80\\x9d era will need to change processes to embrace CI/CD (some may have)\\n      A good ask here is how frequently changes are deployed\\n      When something new comes out, we can react and enable rapidly; others may be slower to enable, leading to a gap between when something is \\xe2\\x80\\x9cavailable\\xe2\\x80\\x9d and \\xe2\\x80\\x9creally"
       }
     ]
   },
@@ -4820,54 +4820,54 @@
     "query": "Audit logging for all customer portal activities",
     "retrievals": [
       {
-        "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 levels of customer roles and permissions:\\n\\n* **Verified customers**: Customers who can log in on the portal and see the tickets that they have created.\\n* **Customer admins**: Customers who can log in on the portal and see not just their own",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-2718_KNOWLEDGE_NODE-2",
+        "title": "Fetch Audit Logs | DevRev | Docs",
+        "text": "token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nfromstringRequired`format: \"date-time\"`\\n\\nTime from which logs are to be retrieved.\\n\\ntostringRequired`format: \"date-time\"`\\n\\nTime till which logs are to be retrieved.\\n\\ncategorieslist of stringsOptional\\n\\nCategories of the logs to filter by.\\n\\noperation\\\\_typeslist of enumsOptional\\n\\nOperation type to filter the logs by.\\n\\nAllowed values:createdeleteotherreadupdate\\n\\n### Response\\n\\nResponse for the audit logs export"
       },
       {
-        "id": "ART-1978_KNOWLEDGE_NODE-46",
-        "text": "tracking, and team collaboration](#ticket-creation-tracking-and-team-collaboration)\\n* [Conversations and messaging](#conversations-and-messaging)\\n* [Article search](#article-search)\\n* [SEO compatibility](#seo-compatibility)\\n* [Get started](#get-started)\\n* [Customer roles and permissions](#customer-roles-and-permissions)\\n* [Set up customer admins](#set-up-customer-admins)\\n* [Customer portal login methods](#customer-portal-login-methods)\\n* [Integrating your knowledge base",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-2718_KNOWLEDGE_NODE-1",
+        "title": "Fetch Audit Logs | DevRev | Docs",
+        "text": "\"Authorization: Bearer <token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{ |\\n| > | \"from\": \"2023-01-01T12:00:00.000Z\", |\\n| > | \"to\": \"2023-01-01T12:00:00.000Z\" |\\n| > | }\\' |\\n```\\n\\n[Try it](/beta/api-reference/compliance/export-audit-logs?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | {} |\\n```\\n\\nRetrieves audit logs.\\n\\n### Headers\\n\\nAuthorizationstringRequired\\n\\nBearer authentication of the form `Bearer <token>`, where token is your auth"
       },
       {
-        "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 login methods\\n\\nThe customer portal supports three login methods:\\n\\n1. Email OTP (One-Time Password): User enters their email, receives a one-time code, and enters it to log in.\\n2. SSO: Users log in through organization\\xe2\\x80\\x99s",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-888_KNOWLEDGE_NODE-7",
+        "title": "Privacy Policy",
+        "text": "DevRev App, to understand the users\\xe2\\x80\\x99 needs and to make our service better suited to those needs. Such usage data does not identify you personally.The application logs that are corresponding to the activities you do on app.devrev.ai as a logged-in user. These logs will be tracked against your corresponding DevRev identity for auditing and troubleshooting purposes.When you sign up or/ sign in to the app.devrev.ai from an external identity provider, we store a persistence reference to"
       },
       {
-        "id": "ART-1978_KNOWLEDGE_NODE-24",
-        "text": "creation, tracking, and team collaboration](#ticket-creation-tracking-and-team-collaboration)\\n* [Conversations and messaging](#conversations-and-messaging)\\n* [Article search](#article-search)\\n* [SEO compatibility](#seo-compatibility)\\n* [Get started](#get-started)\\n* [Customer roles and permissions](#customer-roles-and-permissions)\\n* [Set up customer admins](#set-up-customer-admins)\\n* [Customer portal login methods](#customer-portal-login-methods)\\n* [Integrating your knowledge base",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-2718_KNOWLEDGE_NODE-0",
+        "title": "Fetch Audit Logs | DevRev | Docs",
+        "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\\nFetch Audit Logs\\n================\\n\\nBeta\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/audit-logs.fetch\\n\\nPOST\\n\\n/audit-logs.fetch\\n\\ncURL\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/audit-logs.fetch \\\\ |\\n| > | -H"
       },
       {
         "id": "ART-16789_KNOWLEDGE_NODE-34",
-        "text": "controls, activity logging, and dedicated customer success management for enterprise customers.'",
-        "title": "Computer General FAQs"
+        "title": "Computer General FAQs",
+        "text": "controls, activity logging, and dedicated customer success management for enterprise customers.'"
       },
       {
-        "id": "ART-2664_KNOWLEDGE_NODE-27",
-        "text": "your\\n   [website](https://developer.devrev.ai/sdks/web/installation) or\\n   [mobile app](https://developer.devrev.ai/sdks/mobile).\\n2. For web applications, configure\\n   [user identification](https://developer.devrev.ai/sdks/web/user-identity).\\n3. Enable session recording for your users, go to **Settings** > **PluG and Portal** >\\n   **Session Replays** and enable recording for your desired platform.\\n\\n   **Note**: Alternatively, you can enable session recording during Plug SDK\\n",
-        "title": "Session analytics | Computer for Your Customers | DevRev"
+        "id": "ART-2718_KNOWLEDGE_NODE-4",
+        "title": "Fetch Audit Logs | DevRev | Docs",
+        "text": "Users\\n\\nNext](/beta/api-reference/compliance/delete-rev-users-personal-data)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
       },
       {
-        "id": "ART-2665_KNOWLEDGE_NODE-1",
-        "text": "[Apps](/docs/product/apps)\\n  + [Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access",
-        "title": "Session recording options | Session analytics | Computer for Your Customers | DevRev"
+        "id": "ART-15688_KNOWLEDGE_NODE-30",
+        "title": "Effort logger | Automate | Snap-ins | DevRev",
+        "text": "and feature requests\\n* **Conversations**: Track time spent on customer conversations and discussions\\n\\n[PreviousDescope identity validation](/docs/automations/descope-identity-validation)[NextHTTP archive file upload & sanitization](/docs/automations/har-sanitization)\\n\\n#### On this page\\n\\n* [Installation](#installation)\\n* [Configuration](#configuration)\\n* [Features](#features)\\n* [How to use](#how-to-use)\\n* [Supported object types](#supported-object-types)\\n\\n[Enterprise grade security"
       },
       {
-        "id": "ART-1978_KNOWLEDGE_NODE-25",
-        "text": "articles](#integrating-your-knowledge-base-articles)\\n* [Customize the customer portal](#customize-the-customer-portal)\\n* [Customize portal URL](#customize-portal-url)\\n* [Just-in-time access to the customer portal](#justintime-access-to-the-customer-portal)\\n* [Troubleshooting](#troubleshooting)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support Teams](/docs/product/support)\\n[Customer portal](/docs/product/support-portal)\\n\\nCustomer portal\\n===============\\n\\nThe customer portal is an",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-1978_KNOWLEDGE_NODE-7",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "[Roadmap](/docs/product/roadmap)\\n  + [Build best practices](/docs/product/build-bp)\\n  + [Build snap-ins](/docs/product/snapins-build)\\n* [Computer for Your Customers](/docs/plug)\\n\\n  + [Plug widget customization](/docs/plug/customize)\\n  + [Session analytics](/docs/plug/session-analytics-intro)\\n\\n    - [Computer for User Insights](/docs/plug/observability)\\n    - [Session recording options](/docs/plug/session-recording)\\n    - [Cross-domain session"
       },
       {
-        "id": "ART-2664_KNOWLEDGE_NODE-1",
-        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +",
-        "title": "Session analytics | Computer for Your Customers | DevRev"
+        "id": "ART-1978_KNOWLEDGE_NODE-1",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +"
       },
       {
-        "id": "ART-1978_KNOWLEDGE_NODE-1",
-        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +",
-        "title": "Customer portal | Computer for Support Teams | DevRev"
+        "id": "ART-1978_KNOWLEDGE_NODE-8",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "tracking](/docs/plug/cross-domain-session)\\n  + [Nudges](/docs/plug/nudges)\\n* [Computer for Growth Teams](/docs/product/grow)\\n\\n  + [Accounts](/docs/product/account)\\n  + [Opportunities](/docs/product/opportunity)\\n  + [Contacts](/docs/product/customers)\\n  + [Account and contact import](/docs/product/account-contact-import)\\n  + [Grow snap-ins](/docs/product/snapins-grow)\\n* [Snap-ins](/docs/snapins)\\n\\n  + [Automate](/docs/automate)\\n\\n    - [Account"
       }
     ]
   },
@@ -4876,54 +4876,54 @@
     "query": "endpoint to update description of card in Plug",
     "retrievals": [
       {
-        "id": "ART-3109_KNOWLEDGE_NODE-29",
-        "text": "go to **Settings > Support > Plug Chat > Layout** through the settings icon on the top-left corner.\\n2. Select **Add a Card** and enter a title, description, image, and redirect URL.\\n3. Click **Save and Publish** in the top-right corner. The new card is visible in your Plug widget.\\n\\nWant to add more personalization to your Plug widget? Create your own. Visit [SDK Methods and Customization](https://developer.devrev.ai/sdks/web/customize) to create your own Plug from the ground",
-        "title": "Plug widget customization | Computer for Your Customers | DevRev"
+        "id": "ART-1535_KNOWLEDGE_NODE-4",
+        "title": "Update Engagement | DevRev | Docs",
+        "text": "authentication of the form `Bearer <token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nidstringRequired`format: \"id\"`\\n\\nThe engagement ID.\\n\\nartifactsobjectOptional\\n\\nShow 1 properties\\n\\ndescriptionstringOptional`format: \"text\"`\\n\\nUpdates the description of the engagement.\\n\\nexternal\\\\_refstringOptional`format: \"text\"`\\n\\nExternal Reference for the engagement.\\n\\nexternal\\\\_urlstringOptional`format: \"text\"`\\n\\nUpdates the external URL for the"
       },
       {
-        "id": "ART-3109_KNOWLEDGE_NODE-28",
-        "text": "highlight something to your users.\\n\\n#### **Turing search**\\n\\nHere's how Turing search works in Plug.\\n\\n![]()\\n\\nSpotlight cards\\n---------------\\n\\nSpotlight cards are top-level cards on the Plug widget. You can use them for showcasing PR articles, product releases, blog posts, or any other marketing/product-related content that can educate your users about things happening in your company.\\n\\nHere is how a spotlight card looks.\\n\\n![]()\\n\\n### Add a spotlight card\\n\\n1. In the DevRev app,",
-        "title": "Plug widget customization | Computer for Your Customers | DevRev"
+        "id": "ART-15471_KNOWLEDGE_NODE-10",
+        "title": "Update Survey | DevRev | Docs",
+        "text": "155 | ], |\\n| 156 | \"title\": \"string\" |\\n| 157 | } |\\n| 158 | } |\\n```\\n\\nUpdates a survey\\'s metadata.\\n\\n### Headers\\n\\nAuthorizationstringRequired\\n\\nBearer authentication of the form `Bearer <token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nidstringRequired`format: \"id\"`\\n\\nThe ID of the survey to update.\\n\\ndescriptionstringOptional`format: \"text\"``<=1000 characters`\\n\\nThe updated description about the survey.\\n\\nheaderstringOptional`format:"
       },
       {
-        "id": "ART-3109_KNOWLEDGE_NODE-27",
-        "text": "shown at the top of your widget.\\n* Search: Enables users to search for articles through the widget.\\n* Search bar title: The text shown in the search bar.\\n\\n* [Turing search](#turing-search): Computer answers search queries of the users.\\n* Open articles in Plug: Open your linked articles within the Plug Widget.\\n* Recent conversations: Show recent conversations card on Plug Home.\\n* Recent tickets: Show recent tickets card on Plug Home.\\n* Add a Card: Create a Spotlight card to announce or",
-        "title": "Plug widget customization | Computer for Your Customers | DevRev"
+        "id": "ART-12470_KNOWLEDGE_NODE-4",
+        "title": "Update Brand | DevRev | Docs",
+        "text": "<token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nidstringRequired`format: \"id\"`\\n\\nThe ID of the brand to be updated.\\n\\ndescriptionstringOptional`format: \"text\"``<=65536 characters`\\n\\nDescription of the brand to be updated.\\n\\nnamestringOptional`format: \"text\"``>=1 character``<=255 characters`\\n\\nName of the brand to be updated.\\n\\n### Response\\n\\nResponse object for updating a brand.\\n\\nbrandobject\\n\\nShow 8 properties\\n\\n###"
       },
       {
-        "id": "ART-3109_KNOWLEDGE_NODE-24",
-        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Configuration](#configuration)\\n* [Styling](#styling)\\n* [Layout](#layout)\\n* [\\\\*\\\\*Turing search\\\\*\\\\*](#turing-search)\\n* [Spotlight cards](#spotlight-cards)\\n* [Add a spotlight card](#add-a-spotlight-card)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Your Customers](/docs/plug)\\n[Plug widget customization](/docs/plug/customize)\\n\\nPlug widget customization\\n=========================\\n\\nYou can customize the look and feel of your",
-        "title": "Plug widget customization | Computer for Your Customers | DevRev"
+        "id": "ART-2651_KNOWLEDGE_NODE-0",
+        "title": "Update Directory (Beta) \u2014 DevRev | Docs",
+        "text": "b'[](/beta/api-reference/directory/directories-update)\\n\\nBeta\\n\\n[API Reference](/beta/api-reference/accounts/create)[Directory](/beta/api-reference/directory/directories-count)\\n\\n# Update Directory\\n\\nPOST\\n\\nhttps://api.devrev.ai/directories.update\\n\\nTry it\\n\\nUpdates the specified directory.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nidstringRequired`format: \"id\"`\\n\\nThe ID of the directory to update.\\n\\ndescriptionstringOptional`format: \"text\"`\\n\\nThe updated description for"
       },
       {
-        "id": "ART-10697_KNOWLEDGE_NODE-31",
-        "text": "boosting engagement and reducing repetitive inquiries. To enable Plug, go to **Settings > Portal Settings**, activate Plug widget, and **Save** and **Publish**.\\n\\n![]()\\xc2\\xa0For more information about *Support App*, refer to the following articles: \\xe2\\x80\\xa3 [Support snap-ins | Support](/docs/product/snapins-support) \\xe2\\x80\\xa3 [Support best practices | Support](/docs/product/support-bp) \\xe2\\x80\\xa3 [Support](/docs/product/support) \\xe2\\x80\\xa3",
-        "title": "February 2025 | Changelog | DevRev"
+        "id": "ART-1551_KNOWLEDGE_NODE-43",
+        "title": "Update (Beta) \u2014 DevRev | Docs",
+        "text": "object Optional\\n\\nRequested custom schemas described abstractly. Every provided schema\\xe2\\x80\\x99s custom field must be specified, otherwise a bad request error is returned. If a new custom schema specifier is provided, then it will be added to the work, otherwise if a custom schema is omitted from the specifier, it remains unmodified.\\n\\nShow 4 properties\\ndescription string Optional\\n\\nUpdated description of the article object, or unchanged if not provided.\\n\\nextracted_content object"
       },
       {
-        "id": "ART-1360_KNOWLEDGE_NODE-1",
-        "text": "application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/parts/update?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"part\": { |\\n| 3 | \"created_by\": { |\\n| 4 | \"display_id\": \"string\", |\\n| 5 | \"id\": \"string\", |\\n| 6 | \"display_name\": \"string\", |\\n| 7 | \"display_picture\": { |\\n| 8 | \"display_id\": \"string\", |\\n| 9 | \"id\": \"string\", |\\n| 10 | \"file\": { |\\n| 11 | \"type\": \"string\", |\\n| 12 | \"name\": \"string\", |\\n| 13 | \"size\": 1 |\\n| 14 | } |\\n| 15",
-        "title": "Update Part | DevRev | Docs"
+        "id": "ART-1217_KNOWLEDGE_NODE-4",
+        "title": "Update Rev Org | DevRev | Docs",
+        "text": "\"display_name\": \"string\" |\\n| 48 | }, |\\n| 49 | \"domain\": \"string\" |\\n| 50 | } |\\n| 51 | } |\\n```\\n\\nUpdates the Rev organization\\'s information.\\n\\n### Headers\\n\\nAuthorizationstringRequired\\n\\nBearer authentication of the form `Bearer <token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nidstringRequired`format: \"id\"`\\n\\nThe ID of Rev organization to update.\\n\\ndescriptionstringOptional`format: \"text\"`\\n\\nDescription of the Rev"
       },
       {
-        "id": "ART-1290_KNOWLEDGE_NODE-17",
-        "text": "[Card](/snapin-development/references/snapkit#card) snap.\\n\\n![]()\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"elements\": [ |\\n| 3 | { |\\n| 4 | \"direction\": \"row\", |\\n| 5 | \"elements\": [ |\\n| 6 | { |\\n| 7 | \"action_id\": \"PRIMARY\", |\\n| 8 | \"action_type\": \"remote\", |\\n| 9 | \"style\": \"primary\", |\\n| 10 | \"text\": { |\\n| 11 | \"text\": \"PRIMARY\", |\\n| 12 | \"type\": \"plain_text\" |\\n| 13 | }, |\\n| 14 | \"type\": \"button\", |\\n| 15 | \"value\": \"PRIMARY\" |\\n| 16 | }, |\\n| 17 | { |\\n| 18 | \"action_id\":",
-        "title": "Snapkit | DevRev | Docs"
+        "id": "ART-4115_KNOWLEDGE_NODE-0",
+        "title": "Update Command (Beta) \u2014 DevRev | Docs",
+        "text": "b'[](/beta/api-reference/commands/update)\\n\\nBeta\\n\\n[API Reference](/beta/api-reference/accounts/create)[Commands](/beta/api-reference/commands/create)\\n\\n# Update Command\\n\\nPOST\\n\\nhttps://api.devrev.ai/commands.update\\n\\nTry it\\n\\nUpdates a command.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nidstringRequired`format: \"id\"`\\n\\nThe ID of the command to update.\\n\\nactionobjectOptional\\n\\nShow 7 properties\\n\\ndescriptionstringOptional`format: \"text\"`\\n\\nDescription of the"
       },
       {
-        "id": "ART-2897_KNOWLEDGE_NODE-24",
-        "text": "\"Credit Card\",  \\n    6| \"expiry_date\" : \"2024-12-12\"  \\n    7| }  \\n    8| window.plugSDK.trackEvent(\"signed_up\",properties)\\n[/code]  \\n  \\nTo learn more about tracking events, visit [Track events](/public/sdks/web/track-events).\\n\\n## Restart session recording\\n\\nThe `restartSessionRecording` method is used to restart session recording.\\n\\n[code]\\n\\n    1| window.plugSDK.restartSessionRecording();  \\n    ---|---\\n[/code]  \\n  \\nWas this page helpful?YesNo\\n\\n[Custom implementationUp",
-        "title": "Methods \u2014 DevRev | Docs"
+        "id": "ART-1837_KNOWLEDGE_NODE-418",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "a tag\\'s allowed values.\\nShow property\\ndescription string Optional\\nThe updated description of the tag.\\nname string Optional\\nThe updated name of the tag. The name must be unique across all tags.\\nResponse.\\n\\nThis endpoint returns an object.\\ntag object\\nShow 9 properties\\nAPI Reference timeline-entries Create.\\n\\nPOST https:// api.devrev.ai / timeline-entries.create\\nCreates a new entry on an object\\'s timeline.\\nRequest.\\n\\nThis endpoint expects an object.\\nTimeline Comment Show 14"
       },
       {
-        "id": "ART-15496_KNOWLEDGE_NODE-1",
-        "text": "SDK](/sdks/web/installation)\\n\\nCustom implementation\\n=====================\\n\\nCopy page\\n\\nPlug has a completely [no-code way](https://docs.devrev.ai/plug/customize#branding-style-and-layout) of changing the look and interaction of your widget. In case you wish to make your Plug widget more interactive and customized to how your app is structured, you can use these customization properties to set up your widget.\\n\\n##### \\n\\nIf you have customized these properties of the widget through the",
-        "title": "Custom implementation | DevRev | Docs"
+        "id": "ART-4115_KNOWLEDGE_NODE-4",
+        "title": "Update Command (Beta) \u2014 DevRev | Docs",
+        "text": "\"id\": \"id\",  \\n    11|         \"display_id\": \"display_id\",  \\n    12|         \"file\": {}  \\n    13|       },  \\n    14|       \"email\": \"email\",  \\n    15|       \"full_name\": \"full_name\",  \\n    16|       \"state\": \"active\"  \\n    17|     },  \\n    18|     \"created_date\": \"created_date\",  \\n    19|     \"description\": \"description\",  \\n    20|     \"display_id\": \"display_id\",  \\n    21|     \"display_name\": \"display_name\",  \\n    22|     \"modified_by\": {  \\n    23|       \"type\": \"dev_user\",  \\n"
       },
       {
-        "id": "ART-15506_KNOWLEDGE_NODE-25",
-        "text": "8 | }) |\\n```\\n\\n##### \\n\\nNote that the `updateIdentity` method cannot be used to update the `user_ref` of the user. In order to change the identity of the user completely to a new one, you need to re-initialize Plug. See the [Changing the user identity](/sdks/web/user-identity#changing-the-user-identity) section for more details.\\n\\nChanging the user identity\\n--------------------------\\n\\nAs described in the above sections, to identify a user, you need to initialize the Plug SDK with the",
-        "title": "Identify your users with Plug | DevRev | Docs"
+        "id": "ART-15315_KNOWLEDGE_NODE-2",
+        "title": "Update Command | DevRev | Docs",
+        "text": "|\\n| 13 | \"name\": \"string\", |\\n| 14 | \"size\": 1 |\\n| 15 | } |\\n| 16 | }, |\\n| 17 | \"email\": \"string\", |\\n| 18 | \"full_name\": \"string\", |\\n| 19 | \"state\": \"active\" |\\n| 20 | }, |\\n| 21 | \"created_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 22 | \"description\": \"string\", |\\n| 23 | \"display_id\": \"string\", |\\n| 24 | \"display_name\": \"string\", |\\n| 25 | \"modified_by\": { |\\n| 26 | \"display_id\": \"string\", |\\n| 27 | \"id\": \"string\", |\\n| 28 | \"display_name\": \"string\", |\\n| 29 | \"display_picture\": { |\\n| 30 |"
       }
     ]
   },
@@ -4932,54 +4932,54 @@
     "query": "ticket resolution time close to breach after ticket resolved",
     "retrievals": [
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-48",
-        "text": "engineer can directly close and cancel such tickets.\\n* *Accepted* (A)\\n\\n  The ticket requires a new feature development on the platform for resolution. However, there is no active work on the ticket but the feature addition required to meet the ticket will be done in the future. This stage is added to ensure that feature requests do not linger in the APA queue and to ensure that the right features are prioritized during roadmap planning.\\n* *Resolved* (R)\\n\\n  The goal target stage for",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-33",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "calculation\\n----------------------\\n\\nSLA metrics are calculated based on the policy that's applied to the conversation or the ticket. There can be one or more SLA metrics active on a given conversation or a ticket, with each one being tracked separately.\\n\\nSLA metric can be in one of the following stages:\\n\\n* *Active*: The metric is currently being tracked on the conversation or ticket.\\n* *Close to breach*: The time spent by the SLA metric is greater than or equal to the close to breach"
       },
       {
-        "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 engineer. In certain scenarios, a ticket may have been created by accident and may be canceled by the creator. In other scenarios, garbage tickets may be created through automation or because of spam. Automation or the customer experience",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-43",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "tickets that have been in breach for more than one hour.\\n  + **Over a day**: Filters all tickets that have been in breach for more than one day.\\n  + **Custom**: Filters all tickets that have been in breach from a given date.\\n* **Will breach in**:\\n\\n  + **Any**: Filters all tickets that are currently not in breach.\\n  + **Over an hour**: Filters all tickets that have less than 1 hour left for breach.\\n  + **Over a day**: Filters all tickets that have less than 1 day left for breach.\\n  +"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-43",
-        "text": "tickets that have been in breach for more than one hour.\\n  + **Over a day**: Filters all tickets that have been in breach for more than one day.\\n  + **Custom**: Filters all tickets that have been in breach from a given date.\\n* **Will breach in**:\\n\\n  + **Any**: Filters all tickets that are currently not in breach.\\n  + **Over an hour**: Filters all tickets that have less than 1 hour left for breach.\\n  + **Over a day**: Filters all tickets that have less than 1 day left for breach.\\n  +",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-2695_KNOWLEDGE_NODE-33",
+        "title": "Operational-level agreement | Computer for Support Teams | DevRev",
+        "text": "meets or exceeds the close-to-breach target set in the policy.\\n* **Breached**: The time spent meets or exceeds the breach target set in the policy.\\n* **Paused**: The metric is paused based on stage conditions in the snap-in.\\n* **Completed**: The *stop* condition has been met.\\n\\nMetrics in the *Active*, *Close to Breach*, or *Breached* stages may follow business hours, moving in and out of schedule without including out-of-schedule time in calculations.\\n\\nIn the **Detailed** view, all"
       },
       {
-        "id": "ART-1979_KNOWLEDGE_NODE-41",
-        "text": "progress\\n\\n\\n\\nOpen\\n\\n\\n\\nEscalate\\n\\n\\n\\nValidate the fix\\n\\n\\n\\nAdditional detail needed\\n\\n\\n\\nCustomer responds\\n\\n\\n\\nStart\\n\\n\\n\\nFeature request accepted\\n\\n\\n\\nResolved\\n\\n\\n\\nNot valid\\n\\n\\n\\nQueued\\n\\n\\n\\nWork in progress\\n\\n\\n\\nAwaiting product assist\\n\\n\\n\\nAwaiting development\\n\\n\\n\\nAwating customer response\\n\\n\\n\\nIn development\\n\\n\\n\\nAccepted\\n\\n\\n\\nResolved\\n\\n\\n\\nCanceled\\n```\\n\\n**Open**\\n\\n* *Queued* (Q)\\n  The initial stage for all tickets. When a new ticket is created,",
-        "title": "Tickets | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-34",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "target defined in the policy.\\n* *Breached*: The time spent by the SLA metric is greater than or equal to the breach target defined in the policy.\\n* *Paused*: The metric is currently paused based on some conditions. For example, when a ticket moves to awaiting customer response.\\n* *Completed*: The conversation or ticket has reached the completion condition.\\n\\nBased on business hours defined for an organization, *Active/Close to breach/Breached* metrics can change schedules. Metrics move out"
       },
       {
-        "id": "ART-2012_KNOWLEDGE_NODE-24",
-        "text": "customer comments on permanently closed tickets. It allows you to configure the time after which a ticket stage should be marked as closed and creates a new follow-up ticket along with all the attachments and a custom message to let the customers know that the ticket is permanently closed automatically if required.\\n\\nFor more information, refer to the [Follow-up ticket snap-in](https://marketplace.devrev.ai/followup?) on the DevRev marketplace.\\n\\nLet\\xe2\\x80\\x99s say your ticket has the",
-        "title": "Follow-up ticket | Automate | Snap-ins | DevRev"
+        "id": "ART-2695_KNOWLEDGE_NODE-35",
+        "title": "Operational-level agreement | Computer for Support Teams | DevRev",
+        "text": "the breach occurred.\\n  + **Over an Hour**: Filters issues that have been in breach for more than one hour.\\n  + **Over a Day**: Filters issues that have been in breach for more than one day.\\n  + **Custom**: Filters issues that have been in breach since a specified date.\\n* **Will Breach In:**\\n\\n  + **Any**: Filters all issues that are currently not in breach.\\n  + **Over an Hour**: Filters issues with less than one hour left before breaching.\\n  + **Over a Day**: Filters issues with less"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-41",
-        "text": "resolution is due in one day, the vista displays five minutes. In the case where the first response isn't provided within five minutes, the timer displays negative values (such as -10m), which indicates that it's been 10 minutes since the first response was due. Conversations or tickets can also be grouped by SLA stages.\\n\\nIn the **Detailed View**, all metrics applied to the ticket or conversation can be viewed along with their current stage.\\n\\nFiltering tickets by Next SLA",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1972_KNOWLEDGE_NODE-25",
+        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev",
+        "text": "SLA breaches**\\n\\n  Number of Active Tickets that breached an SLA.\\n* **Tickets with SLA warning**\\n\\n  Number of Active Tickets that about to breach an SLA.\\n* **Resolution compliance rate**\\n\\n  Percentage of tickets where Resolution SLA was met out of all tickets where Resolution SLA is applied.\\n* **First Response compliance rate**\\n\\n  Percentage of tickets where First Response SLA was met out of all tickets where First Response SLA is applied.\\n* **Next Response compliance rate**\\n\\n"
       },
       {
-        "id": "ART-1981_KNOWLEDGE_NODE-32",
-        "text": "assigned; tickets should be assigned only to revenue team members.\\n\\nManage tickets\\n--------------\\n\\n* Regularly follow up with the customer on any ticket in the *awaiting customer* stage. If no response is forthcoming in a reasonable amount of time as defined by your SLA, mark the ticket as *resolved*.\\n* Critically assess the severity of the ticket according to the impact on the customer\\xe2\\x80\\x99s business. Blockers are those tickets that are critical to customer adoption or operations.",
-        "title": "Support best practices | Computer for Support Teams | DevRev"
+        "id": "ART-1970_KNOWLEDGE_NODE-26",
+        "title": "Conversation-Team Performance | Support analytics | Computer for Support Teams | DevRev",
+        "text": "Conversations with SLA breaches with breach type for ticket owners.\\n* **SLA breaches w.r.t. Customer Tier**\\n\\n  Number of Conversations with SLA breaches per owner.\\n* **Average Resolution Time**\\n\\n  Indicates the average time taken to resolve requests for each conversation owner.\\n\\n[PreviousConversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)[NextTicket insights](/docs/dashboards/ticket-insights)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about"
       },
       {
-        "id": "ART-1986_KNOWLEDGE_NODE-36",
-        "text": "conversations:\\n\\n**Tickets**\\n\\n| Metric | Default conditions | Start event | End event | Pause event | Resume event |\\n| --- | --- | --- | --- | --- | --- |\\n| First response time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\\n| Next response time | * Ticket created by",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-39",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "marked as spam |  |  |\\n| Next response time |  | A new message on the conversation with the customer after the customer experience engineer replied | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is marked as spam |  |  |\\n| Full resolution time |  | Conversation created | * The conversation has moved to the Resolved/Archived  * The conversation is marked as spam | The conversation is moved to Waiting on User | The"
       },
       {
-        "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| --- | --- | --- | --- | --- | --- |\\n| First response time | The first message sent by a customer | Conversation created | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is",
-        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+        "id": "ART-1986_KNOWLEDGE_NODE-37",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "a customer  * The ticket was created by a customer experience engineer but reported by a customer | A new comment on the ticket by the customer after the customer experience engineer replied | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\\n| Full resolution time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | The"
       },
       {
-        "id": "ART-1975_KNOWLEDGE_NODE-25",
-        "text": "insights\\n===============\\n\\n* **Tickets created**\\n\\n  The number of tickets created within the date range that meet the other filtering criteria.\\n* **Active tickets**\\n\\n  The number of tickets that are in the Open or In Progress state.\\n* **Closed tickets**\\n\\n  The number of tickets closed within the date range that meet the other filtering criteria.\\n* **Average resolution time**\\n\\n  The average time taken to resolve tickets.\\n* **Median resolution time**\\n\\n  The median time taken to",
-        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+        "id": "ART-1977_KNOWLEDGE_NODE-26",
+        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev",
+        "text": "owner.\\n* **Average Resolution Time**\\n\\n  Average time taken to resolve tickets by ticket owners.\\n\\n[PreviousTicket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)[NextConversations](/docs/product/conversation)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For"
       }
     ]
   },
@@ -4988,54 +4988,54 @@
     "query": "link single contact to multiple accounts using csv import",
     "retrievals": [
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-26",
-        "text": "the sample CSV.\\n\\n   ![]()\\n\\n   Columns with headers that do not conform to the predefined schema will not be imported.\\n4. In the dialog box, upload the populated CSV file.\\n5. (Optional) Configure import settings.\\n\\n   * **Add tags to identify new imports**: Attach any existing tags to new imports for easy identification post-import.\\n   * **Update existing accounts**: Select to update existing accounts by appending new values, rather than creating new objects.\\n6. Click **Import** to",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-2575_KNOWLEDGE_NODE-27",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "initiate the process. Notifications about successful imports and any errors will appear in the form of toasts at the bottom left.\\n\\nCSV file requirements\\n---------------------\\n\\n### Mandatory fields\\n\\nTo ensure a successful import, certain fields are required.\\n\\n**Accounts**:\\n\\n* display\\\\_name\\n* external\\\\_refs (a unique identifier for the account, such as the company\\'s website domain.)\\n\\n**Contacts:**\\n\\n* display\\\\_name\\n* external\\\\_ref (a unique identifier for the contact, such as"
       },
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-25",
-        "text": "contact import\\n==========================\\n\\nYou can upload and manage accounts and contacts by importing data from CSV files.\\n\\n![]()\\n\\nImport data\\n-----------\\n\\n1. Go to the top-right corner of the **Accounts and Contacts** vista and click the \\xe2\\x9a\\xa1 button.\\n2. Click **Download sample CSV**. The sample CSV file includes all the necessary headers and sample values supported by DevRev.\\n3. Open the downloaded sample CSV file. Fill in the required headers and values as specified in",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-2575_KNOWLEDGE_NODE-26",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "the sample CSV.\\n\\n   ![]()\\n\\n   Columns with headers that do not conform to the predefined schema will not be imported.\\n4. In the dialog box, upload the populated CSV file.\\n5. (Optional) Configure import settings.\\n\\n   * **Add tags to identify new imports**: Attach any existing tags to new imports for easy identification post-import.\\n   * **Update existing accounts**: Select to update existing accounts by appending new values, rather than creating new objects.\\n6. Click **Import** to"
       },
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-30",
-        "text": "CSV import feature currently supports a maximum of 500 rows per request. For larger datasets, split the CSV into smaller files containing up to 500 rows each.\\n\\nTroubleshooting\\n---------------\\n\\nThe following table describes the errors you may encounter during import and how to troubleshoot them:\\n\\n| Error | Resolution |\\n| --- | --- |\\n| Invalid format for phone numbers | Validate the phone number is in E164 Format. For example, +12014631690. |\\n| Tags not found in organization |",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-2575_KNOWLEDGE_NODE-25",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "contact import\\n==========================\\n\\nYou can upload and manage accounts and contacts by importing data from CSV files.\\n\\n![]()\\n\\nImport data\\n-----------\\n\\n1. Go to the top-right corner of the **Accounts and Contacts** vista and click the \\xe2\\x9a\\xa1 button.\\n2. Click **Download sample CSV**. The sample CSV file includes all the necessary headers and sample values supported by DevRev.\\n3. Open the downloaded sample CSV file. Fill in the required headers and values as specified in"
       },
       {
         "id": "ART-2575_KNOWLEDGE_NODE-28",
-        "text": "a database identifier or an email address.)\\n* account\\\\_external\\\\_reference (the external reference of the contact\\'s parent account)\\n\\n### Array fields\\n\\nFor fields that accept multiple values, such as **owners** and **industry**, values should be separated by commas (,). For example, Agriculture and Forestry should be written as Agriculture,Forestry.\\n\\n![]()\\n\\nIf a value contains a comma, enclose it in backticks. For example, enter \"Rail, Bus & Taxi\" as `Rail, Bus & Taxi`.\\n\\n###",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "a database identifier or an email address.)\\n* account\\\\_external\\\\_reference (the external reference of the contact\\'s parent account)\\n\\n### Array fields\\n\\nFor fields that accept multiple values, such as **owners** and **industry**, values should be separated by commas (,). For example, Agriculture and Forestry should be written as Agriculture,Forestry.\\n\\n![]()\\n\\nIf a value contains a comma, enclose it in backticks. For example, enter \"Rail, Bus & Taxi\" as `Rail, Bus & Taxi`.\\n\\n###"
       },
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-27",
-        "text": "initiate the process. Notifications about successful imports and any errors will appear in the form of toasts at the bottom left.\\n\\nCSV file requirements\\n---------------------\\n\\n### Mandatory fields\\n\\nTo ensure a successful import, certain fields are required.\\n\\n**Accounts**:\\n\\n* display\\\\_name\\n* external\\\\_refs (a unique identifier for the account, such as the company\\'s website domain.)\\n\\n**Contacts:**\\n\\n* display\\\\_name\\n* external\\\\_ref (a unique identifier for the contact, such as",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-2575_KNOWLEDGE_NODE-24",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Import data](#import-data)\\n* [CSV file requirements](#csv-file-requirements)\\n* [Mandatory fields](#mandatory-fields)\\n* [Array fields](#array-fields)\\n* [Tags](#tags)\\n* [Owner fields](#owner-fields)\\n* [Limitations](#limitations)\\n* [Troubleshooting](#troubleshooting)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Growth Teams](/docs/product/grow)\\n[Account and contact import](/docs/product/account-contact-import)\\n\\nAccount and"
       },
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-32",
-        "text": "required headers | Include headers for the required fields in the CSV. |\\n\\n[PreviousContacts](/docs/product/customers)[NextGrow snap-ins](/docs/product/snapins-grow)\\n\\n#### On this page\\n\\n* [Import data](#import-data)\\n* [CSV file requirements](#csv-file-requirements)\\n* [Mandatory fields](#mandatory-fields)\\n* [Array fields](#array-fields)\\n* [Tags](#tags)\\n* [Owner fields](#owner-fields)\\n* [Limitations](#limitations)\\n* [Troubleshooting](#troubleshooting)\\n\\n[Enterprise grade security to",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-2575_KNOWLEDGE_NODE-31",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "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 mandatory fields in the CSV. |\\n| Found non utf-8 character | Export the CSV with UTF-8 encoding. |\\n| Input CSV has no rows | Ensure the CSV contains data rows. |\\n| No user found with email | Ensure the email is correct and not a name. |\\n| Missing"
       },
       {
-        "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 mandatory fields in the CSV. |\\n| Found non utf-8 character | Export the CSV with UTF-8 encoding. |\\n| Input CSV has no rows | Ensure the CSV contains data rows. |\\n| No user found with email | Ensure the email is correct and not a name. |\\n| Missing",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-2045_KNOWLEDGE_NODE-51",
+        "title": "AirSync | Snap-ins | DevRev",
+        "text": "email: [a@example.com](mailto:a@example.com)   account: **None** | email: [a@example.com](mailto:a@example.com)   account: **None** | Existing contact used |\\n| email: [a@example.com](mailto:a@example.com)   account: \"Example\" | email: [a@example.com](mailto:a@example.com)   account: \"Example\" | Existing contact used |\\n| email: [a@example.com](mailto:a@example.com)   account: \"Example\" | email: [a@example.com](mailto:a@example.com)   account: **None** | New contact created |\\n| email:"
       },
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-11",
-        "text": "uploader](/docs/automations/csv-work-item-uploader)\\n    - [CSV comments uploader](/docs/automations/csv-comments-uploader)\\n    - [CSV commands uploader](/docs/automations/csv-commands-uploader)\\n    - [Descope identity validation](/docs/automations/descope-identity-validation)\\n    - [Effort logger](/docs/automations/effort-logger)\\n    - [HTTP archive file upload & sanitization](/docs/automations/har-sanitization)\\n    - [Link preview](/docs/automations/link-preview)\\n    - [Org tags",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-2575_KNOWLEDGE_NODE-32",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "required headers | Include headers for the required fields in the CSV. |\\n\\n[PreviousContacts](/docs/product/customers)[NextGrow snap-ins](/docs/product/snapins-grow)\\n\\n#### On this page\\n\\n* [Import data](#import-data)\\n* [CSV file requirements](#csv-file-requirements)\\n* [Mandatory fields](#mandatory-fields)\\n* [Array fields](#array-fields)\\n* [Tags](#tags)\\n* [Owner fields](#owner-fields)\\n* [Limitations](#limitations)\\n* [Troubleshooting](#troubleshooting)\\n\\n[Enterprise grade security to"
       },
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-29",
-        "text": "Tags\\n\\nEnsure all tags listed in the CSV file already exist within the application. Tags are not created automatically during the import process to prevent errors and maintain control. For example, if your CSV contains a tag in the tags.name column such as Q3FY25\\\\_CSS\\\\_Forum\\\\_Bay\\\\_Area, ensure to create the tag in the system first.\\n\\n### Owner fields\\n\\nFor accounts, owner information must be provided in email format. Avoid using names or display names.\\n\\nLimitations\\n-----------\\n\\nThe",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-2575_KNOWLEDGE_NODE-30",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "CSV import feature currently supports a maximum of 500 rows per request. For larger datasets, split the CSV into smaller files containing up to 500 rows each.\\n\\nTroubleshooting\\n---------------\\n\\nThe following table describes the errors you may encounter during import and how to troubleshoot them:\\n\\n| Error | Resolution |\\n| --- | --- |\\n| Invalid format for phone numbers | Validate the phone number is in E164 Format. For example, +12014631690. |\\n| Tags not found in organization |"
       },
       {
-        "id": "ART-2575_KNOWLEDGE_NODE-24",
-        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Import data](#import-data)\\n* [CSV file requirements](#csv-file-requirements)\\n* [Mandatory fields](#mandatory-fields)\\n* [Array fields](#array-fields)\\n* [Tags](#tags)\\n* [Owner fields](#owner-fields)\\n* [Limitations](#limitations)\\n* [Troubleshooting](#troubleshooting)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Growth Teams](/docs/product/grow)\\n[Account and contact import](/docs/product/account-contact-import)\\n\\nAccount and",
-        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+        "id": "ART-2575_KNOWLEDGE_NODE-29",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "Tags\\n\\nEnsure all tags listed in the CSV file already exist within the application. Tags are not created automatically during the import process to prevent errors and maintain control. For example, if your CSV contains a tag in the tags.name column such as Q3FY25\\\\_CSS\\\\_Forum\\\\_Bay\\\\_Area, ensure to create the tag in the system first.\\n\\n### Owner fields\\n\\nFor accounts, owner information must be provided in email format. Avoid using names or display names.\\n\\nLimitations\\n-----------\\n\\nThe"
       }
     ]
   },
@@ -5044,54 +5044,54 @@
     "query": "how to build an agent",
     "retrievals": [
       {
-        "id": "ART-15618_KNOWLEDGE_NODE-9",
-        "text": "reduced barriers to entry\\n\\nAgentExchange Marketplace : Largest marketplace of ready-made agents, actions, and topics for faster deployment\\n\\nEnterprise Security : Field-based data masking, RBAC, Einstein Trust Layer battle-tested at Fortune 100 scale\\n\\nMultilingual Support : Supports AI prompts and agent behavior across 25+ languages natively\\n\\nNative Integrations : Extensive integration ecosystem due to market dominance and longevity\\n\\nAdvanced Tooling : Deep debugging tools, bulk",
-        "title": "SF Agentforce - Competitive - for the PLuG on website"
+        "id": "ART-13178_KNOWLEDGE_NODE-69",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "data.\\n\\n  * Define your agent\\xe2\\x80\\x99s specific goal and purpose.\\n  * Write clear instructions for its operation.\\n  * Connect your business knowledge and existing workflows.\\n\\nEvery team gains powerful capabilities without technical skills. It\\xe2\\x80\\x99s like having expert analysts and operators working 24/7.\\n\\nNeed to route customer requests? Create sales materials? Recommend support actions? All possible without writing a single line of code, including the generation of original"
       },
       {
-        "id": "ART-13178_KNOWLEDGE_NODE-69",
-        "text": "data.\\n\\n  * Define your agent\\xe2\\x80\\x99s specific goal and purpose.\\n  * Write clear instructions for its operation.\\n  * Connect your business knowledge and existing workflows.\\n\\nEvery team gains powerful capabilities without technical skills. It\\xe2\\x80\\x99s like having expert analysts and operators working 24/7.\\n\\nNeed to route customer requests? Create sales materials? Recommend support actions? All possible without writing a single line of code, including the generation of original",
-        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+        "id": "ART-4167_KNOWLEDGE_NODE-3",
+        "title": "Computer for Your Customers: AI Self-Service Support | DevRev",
+        "text": "agents summarize critical context and escalate to the right person.\\n\\n![]()\\n\\nSet up is simple. Maintenance is simpler.\\n\\nSet up Computer in minutes and build agents using plain English. No PhD in AI required.\\n\\n### A few lines of code\\n\\nA few lines of code\\n\\nGet Computer's CX agent running with just a few lines of code and automatically track real performance metrics to measure progress against your goals.\\n\\n![]()\\n\\n### Built-in integrations\\n\\n### Agent"
       },
       {
-        "id": "ART-15618_KNOWLEDGE_NODE-15",
-        "text": "behavior\\n\\nDevRev : AI-native architecture offering outcome-driven workflows and intuitive, conversational agents User Experience\\n\\nAgentforce : Multiple tabs, nested screens, fragmented multi-stage agent creation process\\n\\nDevRev : Consolidated actions, modern agent-first UX, single cohesive screen for agent building Learning Capabilities\\n\\nAgentforce : Manual improvements, no learning from real usage or customer interactions\\n\\nDevRev : Auto-learning by identifying knowledge gaps",
-        "title": "SF Agentforce - Competitive - for the PLuG on website"
+        "id": "ART-15799_KNOWLEDGE_NODE-3",
+        "title": "Computer for Your Customers: AI Self-Service Support | DevRev",
+        "text": "agents summarize critical context and escalate to the right person.\\n\\n![]()\\n\\nSet up is simple. Maintenance is simpler.\\n\\nSet up Computer in minutes and build agents using plain English. No PhD in AI required.\\n\\n### A few lines of code\\n\\nA few lines of code\\n\\nGet Computer's CX agent running with just a few lines of code and automatically track real performance metrics to measure progress against your goals.\\n\\n![]()\\n\\n### Built-in integrations\\n\\n### Agent"
       },
       {
-        "id": "ART-13178_KNOWLEDGE_NODE-19",
-        "text": "interact with the agentic AI system using natural language. Unlike traditional systems requiring precise commands, you communicate conversationally. The autonomous agents interpret your intent and may ask clarifying questions.\\n  2. **Agent system plans, allocates, and executes work:** The system transforms your request into [structured workflows](/blog/native-workflow-engine), dividing it into tasks and subtasks. A managing component assigns these to specialized subagents.\\n  3. **Agent system",
-        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+        "id": "ART-3880_KNOWLEDGE_NODE-5",
+        "title": "How Orum built a collaborative, AI-ready support engine",
+        "text": "Agent (formerly PLuG) setup remarkably simple:\\n\\nThe initial setup was very straightforward. It didn't take long to get it running in my local development environment, and I didn't even need to reach out for support - that was great.\\n\\n![]()\\n\\nBrian MullinSr. Software Engineer, Orum\\n\\nThe process began with adding the script tag and initializing the SDK on the frontend, followed by obtaining an access token via the backend. This smooth onboarding experience enabled Brian to focus on"
       },
       {
-        "id": "ART-15618_KNOWLEDGE_NODE-10",
-        "text": "testing via CSV uploads, auto-generation of test cases\\n\\nOutbound Capabilities : Supports automated outreach campaigns and lead nurturing sequences\\n\\nRich UI Elements : Agents can display buttons, forms, and visuals across different platforms\\n\\nMuleSoft Integration : Can turn existing APIs into agent actions using plain language Agentforce Weaknesses\\n\\nForced Migration : With Live Agent being deprecated, customers are pushed toward Agentforce with a \"take it or leave it\"",
-        "title": "SF Agentforce - Competitive - for the PLuG on website"
+        "id": "ART-13178_KNOWLEDGE_NODE-68",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "across society.\\n\\n## Future outlook: Evolving agentic AI with DevRev\\n\\nThe future of agentic AI promises autonomous agents collaboration, advanced reasoning capabilities, and seamless ecosystem integration.\\n\\nDevRev\\xe2\\x80\\x99s innovation positions organizations to capitalize on these emerging trends.\\n\\nBuild powerful agents without coding expertise with DevRev\\xe2\\x80\\x99s no-code tools, anyone can create AI intelligent agents in three simple steps that can analyze vast amounts of"
       },
       {
-        "id": "ART-13178_KNOWLEDGE_NODE-39",
-        "text": "agents incorporate medical knowledge and compliance requirements, while financial agents understand regulatory frameworks and transaction patterns.\\n\\n### 3\\\\. Orchestration frameworks\\n\\nOrchestration components coordinate multiple AI agents working together. They manage workflows, handle exceptions, and maintain performance standards. This capability is crucial when deploying complex multi-agent systems across departments.\\n\\n### 4\\\\. Integration capabilities\\n\\nYour platform must connect",
-        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+        "id": "ART-13178_KNOWLEDGE_NODE-71",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "real-world setting**\\n  * **Train your own AI Agent using DevRev**\\n  * **Connect the tools you already use**\\n  * **Go from demo to deployment in days**\\n\\n _Just reach out. Let\\xe2\\x80\\x99s make Agentic AI work for you._ [**Book a demo.**](/request-a-demo)\\n\\n### Frequently Asked Questions\\n\\n###\\n\\nWhat are the main components of Agentic AI systems?\\n\\n__\\n\\n###\\n\\nCan small businesses benefit from Agentic AI platforms?\\n\\n__\\n\\n###\\n\\nWhat makes Agentic AI different from chatbots and"
       },
       {
-        "id": "ART-15618_KNOWLEDGE_NODE-8",
-        "text": "doesn\\'t inherit legacy tech debt.\\n\\nShield 2: AgentExchange Offers the Largest Marketplace\\n\\nSalesforce buyers can customize and use prebuilt agents across industries, making it easy to go live quickly. DevRev offers a growing set of templates, but the depth and breadth of AgentExchange are currently unmatched. Detailed Strengths and Weaknesses Analysis Agentforce Strengths\\n\\nMarket Position : Service Cloud is one of the most common systems of record, making Agentforce an easy upsell with",
-        "title": "SF Agentforce - Competitive - for the PLuG on website"
+        "id": "ART-12982_KNOWLEDGE_NODE-15",
+        "title": "Create Command \u2014 DevRev | Docs",
+        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'"
       },
       {
-        "id": "ART-15618_KNOWLEDGE_NODE-11",
-        "text": "approach\\n\\nPlatform Dependency : Cannot run without Salesforce as system of record, incompatible with modern tools like Zendesk and Intercom\\n\\nComplex Setup : Overwhelms users with dozens of setup steps and dependencies, steep learning curve even for skilled users\\n\\nLegacy Architecture : Built on traditional CRM architecture with rigid underlying schema resulting in slower, more brittle agents\\n\\nPartner Dependency : 70% of implementations require partners, demanding heavy admin",
-        "title": "SF Agentforce - Competitive - for the PLuG on website"
+        "id": "ART-12454_KNOWLEDGE_NODE-10",
+        "title": "Quickstart guide for React Native \u2014 DevRev | Docs",
+        "text": "Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System"
       },
       {
-        "id": "ART-13178_KNOWLEDGE_NODE-41",
-        "text": "reasons.\\n\\n### 6\\\\. Development tools\\n\\nThe platform\\xe2\\x80\\x99s development environment significantly impacts customization capabilities. Low-code interfaces enable business users to modify agent behavior without technical expertise. Developer-focused systems offer greater flexibility but require coding skills. DevRev provides both options, supporting different organizational capabilities.\\n\\n### 7\\\\. Pricing structures\\n\\nPricing models vary significantly between vendors.",
-        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+        "id": "ART-12992_KNOWLEDGE_NODE-16",
+        "title": "Create Dev User \u2014 DevRev | Docs",
+        "text": "[Subprocessors](https://devrev.ai/security/sub-processors)\\n  * [Cookie Policy](https://devrev.ai/legal/cookie-policy)\\n  * [Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational"
       },
       {
-        "id": "ART-4206_KNOWLEDGE_NODE-4",
-        "text": "create a webhook to receive agent execution events:\\n\\nBashJavaScript\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl --location \\'https://api.devrev.ai/internal/webhooks.create\\' \\\\ |\\n| > | --header \\'Content-Type: application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <YOUR_API_TOKEN>\\' \\\\ |\\n| > | --data \\'{ |\\n| > | \"url\": \"https://your-application.com/webhook-endpoint\", |\\n| > | \"event_types\": [\"ai_agent_response\"], |\\n| > | \"headers\": [ |\\n| > | { |\\n| > | \"name\": \"x-api-key\", |\\n| >",
-        "title": "Agents async API | DevRev | Docs"
+        "id": "ART-1407_KNOWLEDGE_NODE-13",
+        "title": "Create Rev Org \u2014 DevRev | Docs",
+        "text": "Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational"
       }
     ]
   },
@@ -5100,54 +5100,54 @@
     "query": "multiple messages sent quickly AI interpretation delay",
     "retrievals": [
       {
-        "id": "ART-990_KNOWLEDGE_NODE-1",
-        "text": "and is a good thing; it alerts us that a fundamental shift is happening, just like the internet had done previously. And, no, this isn\\xe2\\x80\\x99t the beginning of SkyNet.\\n\\n\\n\\nLet\\xe2\\x80\\x99s face it; support is moving to a more asynchronous communication model (a-la chat). With the ability for ChatGPT to \\xe2\\x80\\x9cstream\\xe2\\x80\\x9d messages similar to how a user would, backed by the knowledge of the internet, the result can be a very powerful one-two punch. Plus, it can eliminate a lot",
-        "title": "To AI, or Not to AI for Support, It's Not a Question"
+        "id": "ART-2133_KNOWLEDGE_NODE-51",
+        "title": "The Essential Methodology: Less but Better",
+        "text": "within an enterprise. AI, therefore, has to be built-in, not bolted-on, within an essential company.\\n\\nOn Real Time Interventions Essential AI needs to (a) discern, (b) de\\xef\\xac\\x82ect, and (c) deduplicate in real time, which means it must work at the speed of human keystrokes. And that in itself is a profound challenge in user experience and low latency engineering. Therefore, it becomes that much harder to retro\\xef\\xac\\x81t AI into legacy applications.\\n\\nDiscern would be about"
       },
       {
-        "id": "ART-990_KNOWLEDGE_NODE-5",
-        "text": "assistance whenever they need it, irrespective of geographical and time zone differences.\\n  For a follow-the-sun model this may be less important, however, if you don\\xe2\\x80\\x99t have this coverage in place, an AI-assist can be extremely valuable to provide coverage between gaps\\n\\n\\nPersonalization\\n\\n\\n  By leveraging natural language processing and machine learning, ChatGPT and similar tools can understand customers\\xe2\\x80\\x99 needs and preferences, providing personalized and contextually",
-        "title": "To AI, or Not to AI for Support, It's Not a Question"
+        "id": "ART-17221_KNOWLEDGE_NODE-5",
+        "title": "Data extraction | DevRev | Docs",
+        "text": "AirSync with a message with event type `EXTRACTION_DATA_DELAY` and specifying\\nback-off time with `delay` attribute (in seconds as an integer).\\n\\nIn both cases, AirSync starts the snap-in with a message with event type `EXTRACTION_DATA_CONTINUE`.\\nIn case of `EXTRACTION_DATA_PROGRESS` the restarting is immediate,\\nmeanwhile in case of `EXTRACTION_DATA_DELAY` the restarting is delayed for the given number of seconds.\\n\\nOnce the data extraction is done, the snap-in must respond to AirSync with"
       },
       {
-        "id": "ART-990_KNOWLEDGE_NODE-3",
-        "text": "multiple customer queries simultaneously, significantly reducing response times and providing instant support, resulting in higher customer satisfaction levels.\\n  By offloading the initial responses to an intelligent system, you can buffer the amount of time a traditional agent has to respond\\n  This may also help ensure you meet you SLA requirements\\n\\n\\nCost-Effectiveness\\n\\n\\n  AI-driven customer support tools can minimize the need for large customer service teams, reducing operational",
-        "title": "To AI, or Not to AI for Support, It's Not a Question"
+        "id": "ART-17220_KNOWLEDGE_NODE-10",
+        "title": "Attachments extraction | DevRev | Docs",
+        "text": "|\\n```\\n\\nDelay response (for rate limiting)\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | await adapter.emit(ExtractorEventType.ExtractionAttachmentsDelay, { |\\n| 2 | delay: \"30\",  // Delay in seconds |\\n| 3 | }); |\\n```\\n\\nError response\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | await adapter.emit(ExtractorEventType.ExtractionAttachmentsError, { |\\n| 2 | error: \"Informative error message\", |\\n| 3 | }); |\\n```\\n\\n##### \\n\\nThe snap-in must always emit exactly one response event.\\n\\nWas this page"
       },
       {
-        "id": "ART-990_KNOWLEDGE_NODE-9",
-        "text": "While this is likely a edge case, you can easily account for this with logic in the system than can allow the user or system to automatically switch the interaction to a support engineer.\\n\\n\\nLack of empathy\\n\\n\\n  Chatbots may struggle to replicate the empathy and human touch that customer service representatives provide. In sensitive or emotionally charged situations, an AI-driven response may appear impersonal or unsympathetic, negatively impacting customer relations.\\n  This is both a good",
-        "title": "To AI, or Not to AI for Support, It's Not a Question"
+        "id": "ART-2133_KNOWLEDGE_NODE-32",
+        "title": "The Essential Methodology: Less but Better",
+        "text": "Customer inbox needs to be omni-channel and yet at one place.\\n\\nThe Essential Methodology argues for reducing internal communication and achieving deep work state by replacing Slack channels with copilot-like search (assistant). The time that is saved in redundant and repeated internal messaging can then be used to achieve the lowest latency culture towards customers.\\n\\nSlack vs. LLMs A decade ago, collaboration software Slack started out as a boon for engineers preferring near real-time"
       },
       {
-        "id": "ART-4206_KNOWLEDGE_NODE-19",
-        "text": "const conversationId = |\\n| 38 | event.payload.ai_agent_response.client_metadata.conversation_id; |\\n| 39 |  |\\n| 40 | if (event.payload.ai_agent_response.agent_response === \"message\") { |\\n| 41 | // Final message |\\n| 42 | const message = event.payload.ai_agent_response.message; |\\n| 43 | sendToClient(conversationId, { |\\n| 44 | type: \"agent_response\", |\\n| 45 | message: message, |\\n| 46 | }); |\\n| 47 | } else if (event.payload.ai_agent_response.agent_response === \"error\") { |\\n| 48 | // Error",
-        "title": "Agents async API | DevRev | Docs"
+        "id": "ART-17220_KNOWLEDGE_NODE-3",
+        "title": "Attachments extraction | DevRev | Docs",
+        "text": "time)EXTRACTION\\\\_ATTACHMENTS\\\\_CONTINUEEXTRACTION\\\\_ATTACHMENTS\\\\_ERROR\\n\\n### Event types\\n\\n| Event | Direction | Description |\\n| --- | --- | --- |\\n| `EXTRACTION_ATTACHMENTS_START` | AirSync \\xe2\\x86\\x92 Snap-in | Initiates the attachments extraction |\\n| `EXTRACTION_ATTACHMENTS_PROGRESS` | Snap-in \\xe2\\x86\\x92 AirSync | Indicates process is ongoing but runtime limit (13 minutes) reached |\\n| `EXTRACTION_ATTACHMENTS_DELAY` | Snap-in \\xe2\\x86\\x92 AirSync | Requests a delay due to rate"
       },
       {
-        "id": "ART-4109_KNOWLEDGE_NODE-5",
-        "text": "Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/beta/api-reference/accounts/update)[#### Get Airdrop Sync Unit\\n\\nNext](/beta/api-reference/airdrop/sync-units-get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
-        "title": "Execute-Async Ai Agents Events | DevRev | Docs"
+        "id": "ART-2133_KNOWLEDGE_NODE-12",
+        "title": "The Essential Methodology: Less but Better",
+        "text": "grati\\xef\\xac\\x81cation, but at the expense of focus and \\xef\\xac\\x82ow for craftsmen and penmen. Every channel needs a response in real time. Everyone is asking the same questions. Nothing is asynchronous anymore. When do we \\xef\\xac\\x81nd time to think?\\n\\nCan machines truly be working at the pace of our keystrokes? Can they be thinking with us, in real time, so we create less work, and we leverage existing work and people? Can our machines become omniscient so we can do deep work? Can we"
       },
       {
-        "id": "ART-990_KNOWLEDGE_NODE-0",
-        "text": "b'\\n\\n\\n  \\xe2\\x80\\x9cThe greatest danger in times of turbulence is not the turbulence; it is to act with yesterday\\xe2\\x80\\x99s logic.\\xe2\\x80\\x9d - Peter Drucker\\n\\n\\n\\n\\n\\xe2\\x80\\xa6\\n\\nAt this point, you\\xe2\\x80\\x99ve likely been inundated with with the news of AI, LLM, GPT, or ChatGPT. Hint: GPT stands for \"Generative Pre-trained Transformer\". And it likely begs a few questions\\xe2\\x80\\xa6 Is this the start of SkyNet? Will I become irrelevant? And a multitude of others. This anxiety is OK",
-        "title": "To AI, or Not to AI for Support, It's Not a Question"
+        "id": "ART-2133_KNOWLEDGE_NODE-31",
+        "title": "The Essential Methodology: Less but Better",
+        "text": "of this customer communication, reducing response time to a minimum is a key essential requirement.\\n\\nSlack (and Teams) have somewhat become that channel for lowest latency communication with end users and customers at large. But Slack has no metadata \\xe2\\x80\\x93 for assigning ownership, prioritization, work\\xef\\xac\\x82ows, SLAs, routing, product parts, duplicates, clusters, classes, labels, etc. Moreover, companies expect multi-channel communication, including email, voice, WhatsApp, et al."
       },
       {
-        "id": "ART-4206_KNOWLEDGE_NODE-20",
-        "text": "occurred |\\n| 49 | sendToClient(conversationId, { |\\n| 50 | type: \"agent_error\", |\\n| 51 | error: event.payload.ai_agent_response.error.error, |\\n| 52 | }); |\\n| 53 | } |\\n| 54 |  |\\n| 55 | res.status(200).send(\"OK\"); |\\n| 56 | }); |\\n```\\n\\n##### \\n\\nUsing WebSockets or Server-Sent Events can provide real-time updates to your\\nUI as events are received.\\n\\n### Talk to agent node in workflows\\n\\n##### \\n\\nThis is in early access, please contact support to have it enabled for you.\\n\\nIf",
-        "title": "Agents async API | DevRev | Docs"
+        "id": "ART-16050_KNOWLEDGE_NODE-2",
+        "title": "How lambda timeout should be handled in Airdrop snap-ins",
+        "text": "something like await Promise.resolve() every few hundred iterations to yield back to the event loop. You can also use setTimeout() or setImmediate() for similar effect. Basically, if your code might run for more than a few milliseconds, give the event loop a chance to breathe. We\\xe2\\x80\\x99ve added some real examples in the SDK test suite here:"
       },
       {
-        "id": "ART-990_KNOWLEDGE_NODE-2",
-        "text": "of the \\xe2\\x80\\x9cgrunt work\\xe2\\x80\\x9d (aka work \\xe2\\x80\\x9csuck\\xe2\\x80\\x9d) that support engineers commonly deal with, allowing them to focus on the real problems at hand.\\n\\nAlso, with this evolution to a semi-sentient system, the experience for end-users is far superior, sometimes to the point where you may not even know you\\xe2\\x80\\x99re conversing with a computer.\\n\\nBenefits\\n\\nHere are some of the potential benefits:\\n\\nEfficient Response Times\\n\\n\\n  AI-powered chatbots can handle",
-        "title": "To AI, or Not to AI for Support, It's Not a Question"
+        "id": "ART-1986_KNOWLEDGE_NODE-39",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "marked as spam |  |  |\\n| Next response time |  | A new message on the conversation with the customer after the customer experience engineer replied | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is marked as spam |  |  |\\n| Full resolution time |  | Conversation created | * The conversation has moved to the Resolved/Archived  * The conversation is marked as spam | The conversation is moved to Waiting on User | The"
       },
       {
-        "id": "ART-990_KNOWLEDGE_NODE-8",
-        "text": "natively\\n\\n\\n\\n\\nPotential Risks\\n\\n\\n\\nWhile the use of artificial intelligence and tools like ChatGPT offers numerous benefits in the realm of customer support, it is crucial to consider potential risks that may arise.\\n\\nSome of these risks include:\\n\\nMisunderstandings\\n\\n\\n  AI-driven chatbots might misunderstand complex customer queries or interpret context inaccurately, leading to incorrect or irrelevant responses. This can result in customer frustration and diminished satisfaction.\\n",
-        "title": "To AI, or Not to AI for Support, It's Not a Question"
+        "id": "ART-2027_KNOWLEDGE_NODE-44",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "ticket title.\\n\\nSpecifically, threading breaks when the order of words in the subject is changed, when words are replaced, or when words or symbols are inserted in the middle or appended. Threading is maintained if the subject change is limited to the addition of words before :, words between [], words between ##, or common prefixes, such as Re or Fwd.\\n\\nRate limiting\\n-------------\\n\\nTo ensure that your support system is protected from potential spam attacks as well as from issues arising"
       }
     ]
   }
diff --git a/test_queries_results_new.json b/test_queries_results_new.json
new file mode 100644
index 0000000..da95e7a
--- /dev/null
+++ b/test_queries_results_new.json
@@ -0,0 +1,5154 @@
+[
+  {
+    "query_id": "a97f93d2-410a-431f-ae9a-1e23ed35d74c",
+    "query": "end customer organization name not appearing in ticket or conversation",
+    "retrievals": [
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-34",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "text": "ticket. * Make sure all tickets have the customer org field populated. * Cancel any internal ticket without a customer org that has been created by a developer. Ask them to create an issue instead. * If a customer raises a feature request that aligns with the product strategy, but needs significant development effort and will not be delivered in the near future, move it to the *accepted* stage, rather than keeping the ticket open. Inform the customer accordingly. * If a customer reports a"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-30",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "text": "conversation of which you are not the owner, let the owner know to respond. It's beneficial to retain the same point of contact for the duration of the conversation unless the owner refers some another user. * If the conversation has a customer org that's unidentified or is new, add yourself (the customer experience engineer) as the owner of the ticket. Try to find the appropriate owner for the customer org and update the customer record accordingly. * Change the stage of the conversation to"
+      },
+      {
+        "id": "ART-2002_KNOWLEDGE_NODE-25",
+        "title": "Contacts | Computer for Growth Teams | DevRev",
+        "text": "about the customer initiating the conversation. Similarly, tickets on DevRev can capture who the ticket was reported by (or reported for). Concepts -------- Customer identity in DevRev includes the following important constructs: * **External User/contact**: Your end user or customer or users associated with organization Accounts or Workspaces. * **Account/workspace**: Any logical grouping that an external user is part of. It could represent a customer account for your B2B product"
+      },
+      {
+        "id": "ART-2027_KNOWLEDGE_NODE-29",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "your communication requirements. The visibility and interaction capabilities with a ticket in DevRev are determined by the user's role and how they were added to the email thread. End users * Original sender *Added to:* **Reported by** or **Email members** field. *Is able to:* View the ticket on the portal and reply via email. * An end user in the same organization *Added to:* **To** or **CC** fields in the email thread; **Reported by** field, **Email members** field,"
+      },
+      {
+        "id": "ART-15507_KNOWLEDGE_NODE-19",
+        "title": "Features | DevRev | Docs",
+        "text": "organization: ##### All properties in `OrganizationTraits` are optional. | Property | Type | Description | | --- | --- | --- | | `displayName` | `string?` | The displayed name of the organization | | `domain` | `string?` | The organization\\xe2\\x80\\x99s domain | | `description` | `string?` | A description of the organization | | `phoneNumbers` | `string[]?` | Array of the organization\\xe2\\x80\\x99s phone numbers | | `tier` | `string?` | The organization\\xe2\\x80\\x99s tier or plan"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-31",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "stage of a ticket/conversation ---------------------------------------- * **Trigger**: When there\\'s a change of stage in a ticket or conversation. * **Action**: The system sends out a notification detailing the Ticket/Conversation number and stage change. * **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com) * **Subject**: + For ticket: \"[{Company\\\\_Name}] Update on TKT-XXX - Ticket Title\"\"<customer email subject>\" + For conversations:"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-32",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "**Reported by** field, first choose the corresponding account and workspace in the **Customer** attribute. After this selection, the contact's name will appear in the **Reported by** list. * **Email members**: Participants in the ongoing email thread, dependent on the last email. This attribute automatically updates based on the last email sent from or received on DevRev. ![]() Adding members to **Email members** also adds them to the **Reported by** field. Removing members from **Email"
+      },
+      {
+        "id": "ART-16579_KNOWLEDGE_NODE-20",
+        "title": "Features | DevRev | Docs",
+        "text": "address | | `fullName` | `String?` | The user\\xe2\\x80\\x99s full name | | `description` | `String?` | A description of the user | | `customFields` | `Map<String, dynamic>?` | Dictionary of custom fields configured in DevRev | #### Organization traits The `organizationTraits` map contains detailed information about the organization: ##### All properties in `organizationTraits` are optional. | Property | Type | Description | | --- | --- | --- | | `displayName` | `String?` |"
+      },
+      {
+        "id": "ART-3905_KNOWLEDGE_NODE-41",
+        "title": "Jira Service Management AirSync | AirSync | Snap-ins | DevRev",
+        "text": "transferred as attachments to the issues. ### Customers and organizations * Tickets in DevRev can only be attached to a single customer, so if multiple organizations are linked to a Jira Service Management issue, the DevRev ticket is only linked to the first of them. * Customers in DevRev can only belong to a single account, so if a customer is a part of multiple organizations in Jira Service Management, he will only be linked to one of them in DevRev. ###"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-28",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "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. * In **Updates**, filter by **Type** > **Mentioned**. Respond to those updates first. * Create a ticket if you aren't able to resolve the conversation in 20 minutes. As soon as the ticket is opened, move it to the *escalate* stage. The owner of the ticket is the owner of the customer org where the conversation"
+      }
+    ]
+  },
+  {
+    "query_id": "7dd7e2b4-9349-4535-8007-1d706e0fabff",
+    "query": "Android SDK session generated with Unknown user",
+    "retrievals": [
+      {
+        "id": "ART-4255_KNOWLEDGE_NODE-9",
+        "title": "DevRev SDK for Android \u2014 DevRev | Docs",
+        "text": "organization, and account traits. These fields must be configured through the DevRev app before they can be utilized. For more information, refer to [Object customization](https://devrev.ai/docs/product/object-customization). ### Anonymous identification The anonymous identification method allows you to create an anonymous user with an optional or random user identifier, ensuring that no other data is stored or associated with the user. ###### Kotlin ###### Java [code] 1|"
+      },
+      {
+        "id": "ART-2898_KNOWLEDGE_NODE-10",
+        "title": "Android integration \u2014 DevRev | Docs",
+        "text": "identification The anonymous identification method allows you to create an anonymous user with an optional or random user identifier, ensuring that no other data is stored or associated with the user. ###### Kotlin ###### Java [code] 1| DevRev.identifyAnonymousUser( ---|--- 2| userId: String 3| ) [/code] ### Unverified identification The unverified identification method identifies users with a unique identifier, but it does not verify their"
+      },
+      {
+        "id": "ART-15515_KNOWLEDGE_NODE-5",
+        "title": "Features | DevRev | Docs",
+        "text": "page Identification -------------- To access certain features of the DevRev SDK, user identification is required. The identification function should be placed appropriately in your app after the user logs in. If you have the user information available at app launch, call the function after the `DevRev.configure(appID:)` method. ##### If you haven\\xe2\\x80\\x99t previously identified the user, the DevRev SDK will automatically create an anonymous user for you immediately after the"
+      },
+      {
+        "id": "ART-4255_KNOWLEDGE_NODE-10",
+        "title": "DevRev SDK for Android \u2014 DevRev | Docs",
+        "text": "DevRev.identifyAnonymousUser( ---|--- 2| userId: String 3| ) [/code] ### Unverified identification The unverified identification method identifies users with a unique identifier, but it does not verify their identity with the DevRev backend. ###### Kotlin ###### Java [code] 1| DevRev.identifyUnverifiedUser( ---|--- 2| identity: Identity 3| ) [/code] The function accepts the `Identity` object, where the user"
+      },
+      {
+        "id": "ART-15513_KNOWLEDGE_NODE-0",
+        "title": "Features | DevRev | Docs",
+        "text": "b'Features | DevRev | Docs [![]()![]()](https://developer.devrev.ai/) Public Public Search `/` On this page * [Identification](/sdks/android/features#identification) * [Identify an anonymous user](/sdks/android/features#identify-an-anonymous-user) * [Identify an unverified user](/sdks/android/features#identify-an-unverified-user) * [Identify a verified user](/sdks/android/features#identify-a-verified-user) * [Generate an AAT](/sdks/android/features#generate-an-aat) *"
+      },
+      {
+        "id": "ART-15513_KNOWLEDGE_NODE-8",
+        "title": "Features | DevRev | Docs",
+        "text": "create an anonymous user with an optional user identifier, ensuring that no other data is stored or associated with the user. ###### Kotlin ###### Java ``` | | | | --- | --- | | 1 | DevRev.identifyAnonymousUser( | | 2 | userId: String | | 3 | ) | ``` ### Identify an unverified user The unverified identification method identifies users with a unique identifier, but it does not verify their identity with the DevRev backend. ###### Kotlin ###### Java ``` | | | |"
+      },
+      {
+        "id": "ART-15515_KNOWLEDGE_NODE-15",
+        "title": "Features | DevRev | Docs",
+        "text": "notifications, and stopping the session recording. For example: ``` | | | | --- | --- | | 1 | // Identify an anonymous user without a user identifier. | | 2 | await DevRev.identifyAnonymousUser() | | 3 | | | 4 | // Identify an unverified user using their email address as the user identifier. | | 5 | await DevRev.identifyUnverifiedUser(Identity(userID: \"user@example.org\")) | | 6 | | | 7 | // Identify a verified user using their email address as the user identifier. | | 8 |"
+      },
+      {
+        "id": "ART-12449_KNOWLEDGE_NODE-8",
+        "title": "Features \u2014 DevRev | Docs",
+        "text": "more information, refer to [Object customization](https://devrev.ai/docs/product/object-customization). ### Anonymous identification The anonymous identification method allows you to create an anonymous user with an optional user identifier, ensuring that no other data is stored or associated with the user. ###### Kotlin ###### Java [code] 1| DevRev.identifyAnonymousUser( ---|--- 2| userId: String 3| ) [/code] ### Unverified"
+      },
+      {
+        "id": "ART-12453_KNOWLEDGE_NODE-11",
+        "title": "Features \u2014 DevRev | Docs",
+        "text": "unregistering the device from receiving push notifications, and stopping the session recording. For example: [code] 1| // Identify an anonymous user without a user identifier. ---|--- 2| await DevRev.identifyAnonymousUser() 3| 4| // Identify an unverified user using their email address as the user identifier. 5| await DevRev.identifyUnverifiedUser(Identity(userID: \"user@example.org\")) 6| 7| // Identify a verified user using their"
+      },
+      {
+        "id": "ART-4255_KNOWLEDGE_NODE-0",
+        "title": "DevRev SDK for Android \u2014 DevRev | Docs",
+        "text": "b'[](/public/sdks/android) Public On this page * [Requirements](/public/sdks/android#requirements) * [Integration](/public/sdks/android#integration) * [Set up the DevRev SDK](/public/sdks/android#set-up-the-devrev-sdk) * [Identification](/public/sdks/android#identification) * [Anonymous identification](/public/sdks/android#anonymous-identification) * [Unverified identification](/public/sdks/android#unverified-identification) * [Update user"
+      }
+    ]
+  },
+  {
+    "query_id": "4bc92187-cdaa-4c20-b189-abd1672e5a71",
+    "query": "email reply received on wrong ticket",
+    "retrievals": [
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-61",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "following scenarios can lead to the creation of follow up ticket: * Customers communicated on an archived/immutable ticket from any channel such as email. * Customer communicated on a merged ticket and the primary ticket is also archived. After creation of a follow up ticket the customer messages will reflect only on the new followup ticket and the customer will continue to see response on the same thread in channels like email & slack. The user can continue responding on the new follow"
+      },
+      {
+        "id": "ART-2027_KNOWLEDGE_NODE-43",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "recipients in the **To** or **Cc** Threading --------- Email integration preserves threading by using the **References** and **In-Reply-To** email headers and by correlating the email **Subject** field and the ticket title. If either the ticket title or the email subject is changed at any point after ticket creation, follow up emails may cause a new ticket to be created. ![]() Once a ticket is created from an email, it is recommended to avoid changing the email subject or the"
+      },
+      {
+        "id": "ART-2027_KNOWLEDGE_NODE-37",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "If Channel is not email, it is sent from the email address configured in the snap-in under **Notification sender email address**. - If no email snap-in is installed, the reply is sent from [notifications@devrev.ai](mailto:notifications@devrev.ai). | Yes | | Replies to notification emails | Email reply | Response added to ticket thread | Yes | ![]() Even when a reply comes via email, it\\xe2\\x80\\x99s always synced into the customer\\xe2\\x80\\x99s portal view. Email experience from an"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-29",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "[support@yourdomain.com](mailto:support@yourdomain.com) * **Subject**: \"You are missing messages from <Org Name>\" Reply to the customer on a ticket --------------------------------- * **Trigger**: When a reply is made to a customer on a ticket. * **Action**: The system sends out a notification to the customer with the reply message. * **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com) * **Subject**: \"[{Company\\\\_Name}] Update on TKT-XXX\" Ticket"
+      },
+      {
+        "id": "ART-2027_KNOWLEDGE_NODE-31",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "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. Employees * With DevRev account (added to email thread) *Added to:* **To**, **CC**, or **Email members** field. *Is able to:* View the ticket on DevRev, reply via email, and receive in-app notifications. If they make changes to ticket attributes, they remain subscribers. * Manually added subscribers *Added to:*"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-30",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "text": "conversation of which you are not the owner, let the owner know to respond. It's beneficial to retain the same point of contact for the duration of the conversation unless the owner refers some another user. * If the conversation has a customer org that's unidentified or is new, add yourself (the customer experience engineer) as the owner of the ticket. Try to find the appropriate owner for the customer org and update the customer record accordingly. * Change the stage of the conversation to"
+      },
+      {
+        "id": "ART-1478_KNOWLEDGE_NODE-53",
+        "title": "Event sources \u2014 DevRev | Docs",
+        "text": "(if received mail is a reply to some other previous mail). * `messageId`: Message ID of the received email. * `rawBodyartifactId`: artifact ID for the raw email (in MIME format) received on the event source. You can use the artifact APIs to download this email if you need to. * `artifactIds`: artifact IDs for attachments in the email. * `replyTo`: Reply-To header of the email. * `sentOn`: Timestamp when email was sent (in UTC). * `subject`: Subject of the email. Was this"
+      },
+      {
+        "id": "ART-2027_KNOWLEDGE_NODE-36",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "Receives Replies From | Thread is visible in portal | | --- | --- | --- | --- | | Email to support | [support@yourcompany.com](mailto:support@yourcompany.com) | [support@yourcompany.com](mailto:support@yourcompany.com) | Yes | | Ticket via Customer Portal or Plug widget (Channel on ticket = Plug or Portal) | Ticket form on Customer Portal or conversation converted to ticket from Plug widget | - If Channel is set as email in the config, replies are sent via the configured email address. -"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-26",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "subject lines are subject to change based on organizational settings and preferences. White-label customer email notifications ---------------------------------------- Organizations can personalize their email notifications by choosing a customized sender address and by incorporating their own logo, creating a more branded and professional appearance. Moreover, if customers reply to these notification emails, their responses will automatically be added to the relevant ticket or"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-54",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "already raised in the primary ticket. Duplicate tickets often arise from customers submitting multiple requests through different channels (email, portal, Slack). All duplicate tickets become *immutable* after merging. **Primary ticket** A primary ticket is the main record that consolidates all relevant information from duplicate tickets. It serves as the primary source of communication for all merged duplicate tickets, ensuring that all customer interactions, updates, and resolutions are"
+      }
+    ]
+  },
+  {
+    "query_id": "4d9878e8-f746-4df5-8bf6-f9444989b385",
+    "query": "manage access and privileges in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-1948_KNOWLEDGE_NODE-31",
+        "title": "Groups | Computer by DevRev | DevRev",
+        "text": "can configure what access a certain group has, by assigning and revoking roles for a group. 1. To assign/revoke roles for a group, go to [**User Management > Groups**](https://app.devrev.ai/devrev/settings/groups), and click the group in which you want to make changes. 2. Click the **Privileges** tab and select your target object or category (Support, Build, Grow, Analytics). **Currently, available targets are:** * Ticket * Issue * Opportunity * Account * Workspaces *"
+      },
+      {
+        "id": "ART-17233_KNOWLEDGE_NODE-12",
+        "title": "Permissions | DevRev | Docs",
+        "text": "field. --- Authorization policy -------------------- The *Authorization policy* object translates permission structures from an external system into DevRev\\xe2\\x80\\x99s access control model. It enables the import of external roles and their associated permissions, automatically creating corresponding roles, role sets, and access control entries (ACEs) within DevRev. This allows defining CRUD (Create, Read, Update, Delete) permissions for specific record types, applying them to users"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-32",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "**Create**: Build a dashboard or report. A user must have dashboard create permissions and dataset read permissions to create a dashboard or report. * **Update**: Modify an existing dashboard or report. A user must have dashboard update permissions and dataset read permissions to modify a dashboard or report. * **Share**: Allows a user to share an existing dashboard or report with other users. A user must have dashboard update permissions to share a dashboard or report. [PreviousDefault"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-46",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "admins on revus. Privileges: revu object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *devo Admin:* Contains privileges for admins on devos. Privileges: devo object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *flow Admin:* Contains privileges for admins on flows. Privileges: flow object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *webhook Admin:* Contains privileges for admins on webhooks. Privileges: webhook object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *product Admin:*"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-66",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "Privileges: devu object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *revu Admin:* Contains privileges for admins on revus. Privileges: revu object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *devo Admin:* Contains privileges for admins on devos. Privileges: devo object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *flow Admin:* Contains privileges for admins on flows. Privileges: flow object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *webhook Admin:* Contains privileges for admins on"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-27",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "of all the roles associated with the target. If at least one role provides the necessary privilege, say create privilege, the actor is granted permission to proceed with the action, allowing them to create the issue. ``` Groups Groups User Engineering Support Role READ on parts Role CREATE on tickets CREATE on tickets READ on parts ``` If a user attempts an action they\\'re not authorized to perform, they see a message which says \"You"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-29",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "whatever combination, that will give user groups permission to perform various operations on dashboards/reports. Out of the box, the following roles are enabled for the predefined user groups: * Admins ![]() * Platform users ![]() By default, platform users have the following permissions: + Create dashboards or reports. + Read, update, and delete their own dashboards or reports. + Create datasets. + Read, update, and delete their own datasets. Platform users"
+      },
+      {
+        "id": "ART-1948_KNOWLEDGE_NODE-27",
+        "title": "Groups | Computer by DevRev | DevRev",
+        "text": "default. Admins have the authority to configure access for different user groups by assigning or revoking roles. These roles determine the level of permissions and privileges granted to a group, allowing them to perform particular tasks or access specific features. Only an admin can grant admin privileges to another user. Creating a new group -------------------- You need to be an admin to create a group. 1. Go to [**Settings > User Management >"
+      },
+      {
+        "id": "ART-1948_KNOWLEDGE_NODE-32",
+        "title": "Groups | Computer by DevRev | DevRev",
+        "text": "Contacts 1. Click **Edit** and toggle on the roles that you want for your group. Roles contain privileges like create, read, update, and delete. ![]() When you create a new org, a few default roles are already added for you to play around with. You can change a group's access by assigning and revoking these roles as shown below. ![]() Refer to [roles](./roles) for more information. [PreviousApps](/docs/product/apps)[NextParts & trails](/docs/product/parts) #### On"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-75",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "Field Access:* Ticket admin field access role Privileges: ticket object None * *Contact Admin Field Access:* Contact Admin field access role Privileges: revu object None * *Vista Creator:* A role that allows a user to create a vista Privileges: vista object ['CREATE'] * *Vista Owner:* A role that allows the creator to view, edit and delete a vista Privileges: vista object ['READ', 'UPDATE', 'DELETE'] * *Issue Admin Field Access:* Issue admin field access role"
+      }
+    ]
+  },
+  {
+    "query_id": "483151ec-aff4-4569-b3df-651f578b61d8",
+    "query": "SSO setup SAML IDP metadata connection string Google Workspace",
+    "retrievals": [
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-29",
+        "title": "External identity provider setup | Computer by DevRev | DevRev",
+        "text": "are some common examples: Azure ADGoogle WorkspaceJump CloudOkta 1. Log in to Azure Active Directory and select **Enterprise applications > + New application**. 2. Search for \"Azure AD SAML Toolkit\" in the **Browse Azure AD Gallery** and select it. 3. Enter DevRev as the name and click **Create**. 4. Select **Single sign-on > SAML**. 5. Edit the **Basic SAML Configuration** and enter the following parameters. * **Identifier** (Entity ID):"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-35",
+        "title": "External identity provider setup | Computer by DevRev | DevRev",
+        "text": "false, 6 \"type\": \"samlp\", 7 \"sign_in_endpoint\": \"<sign_in_endpoint>\", 8 \"connection_name\": \"<connection_name>\", 9 } 10 } ``` Show more ``` Important * The connection\\\\_name must follow the naming pattern described earlier. * Save the id field from the response\\xe2\\x80\\x94you need it for the next step. * The connection is created with enabled: false by default for security. ### Step 2: Enable the authentication connection After"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-34",
+        "title": "External identity provider setup | Computer by DevRev | DevRev",
+        "text": "application/json\\' \\\\ 4 --data-raw \\'{ 5 \"type\": \"samlp\", 6 \"sign_in_endpoint\": \"<sign_in_endpoint>\", 7 \"signing_cert\": \"<signing_cert>\", 8 \"connection_name\": \"<connection_name>\", 9 \"display_name\": \"<display_name>\" 10 }\\' ``` Show more ``` **Expected successful response:** ``` ``` 1 { 2 \"auth_connection\": { 3 \"id\": \"con_12345678\", 4 \"display_name\": \"<display_name>\", 5 \"enabled\":"
+      },
+      {
+        "id": "ART-4059_KNOWLEDGE_NODE-1",
+        "title": "Update Dev Orgs Auth Connection \u2014 DevRev | Docs",
+        "text": "parameters for a Google Apps authentication connection. Show 7 properties OR none Show 4 properties OR oidc Object encapsulating the configuration parameters for an OIDC authentication connection. Show 7 properties OR okta Object encapsulating the configuration parameters for an Okta authentication connection. Show 7 properties OR samlp Object encapsulating the configuration parameters for a SAML authentication connection. Show 7"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-30",
+        "title": "External identity provider setup | Computer by DevRev | DevRev",
+        "text": "urn:auth0:tf-devrev-prod:<connection\\\\_name> * **Reply URL** (Assertion Consumer Service URL): https://auth.devrev.ai/login/callback?connection=<connection\\\\_name> * **Sign on URL**: https://app.devrev.ai/<DEV\\\\_ORG\\\\_SLUG> ![]() The <connection\\\\_name> must be the same in both parameters and follow the naming pattern described earlier. 6. Go to **Copy > SAML Certificates** and save the **App Federation Metadata URL**. 7. In the Azure portal, go to the application named"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-39",
+        "title": "External identity provider setup | Computer by DevRev | DevRev",
+        "text": "authentication methods to enforce SSO-only login. This is commonly done to ensure all users authenticate through your organization\\'s identity provider. **Common scenario**: If users were previously logging in with Google OAuth and you\\'ve now enabled SSO, you can disable Google authentication to force all users to use SSO. First, get the Google OAuth connection ID: ``` ``` 1 curl --location --request GET \\'https://api.devrev.ai/dev-orgs.auth-connections.list\\' \\\\ 2 --header"
+      },
+      {
+        "id": "ART-1545_KNOWLEDGE_NODE-177",
+        "title": "Create (Beta) \u2014 DevRev | Docs",
+        "text": "Apps Object encapsulating the configuration parameters for a Google Apps authentication connection. Show 6 properties OR None Show 4 properties OR Oidc Object encapsulating the configuration parameters for an OIDC authentication connection. Show 6 properties OR Samlp Object encapsulating the configuration parameters for a SAML authentication connection. Show 5 properties OR Waad Object encapsulating the configuration parameters for an Azure AD authentication"
+      },
+      {
+        "id": "ART-16086_KNOWLEDGE_NODE-2",
+        "title": "Single Sign On Configuration 3P Node",
+        "text": "and back-and-forth coordination The absence of a guided experience adds unnecessary friction to an otherwise smooth onboarding process. The proposed agentic skill aims to eliminate these barriers with a step-by-step SSO setup flow embedded directly within DevRev. 3.System Specifications Supports both SAML and OIDC connection types. Interactive, step-by-step setup via agent conversation. Collects essential inputs from the user based on the selected connection type:-For SAML: sign-in"
+      },
+      {
+        "id": "ART-1566_KNOWLEDGE_NODE-177",
+        "title": "Transition (Beta) \u2014 DevRev | Docs",
+        "text": "Apps Object encapsulating the configuration parameters for a Google Apps authentication connection. Show 6 properties OR None Show 4 properties OR Oidc Object encapsulating the configuration parameters for an OIDC authentication connection. Show 6 properties OR Samlp Object encapsulating the configuration parameters for a SAML authentication connection. Show 5 properties OR Waad Object encapsulating the configuration parameters for an Azure AD authentication"
+      },
+      {
+        "id": "ART-1560_KNOWLEDGE_NODE-177",
+        "title": "Assign (Beta) \u2014 DevRev | Docs",
+        "text": "Apps Object encapsulating the configuration parameters for a Google Apps authentication connection. Show 6 properties OR None Show 4 properties OR Oidc Object encapsulating the configuration parameters for an OIDC authentication connection. Show 6 properties OR Samlp Object encapsulating the configuration parameters for a SAML authentication connection. Show 5 properties OR Waad Object encapsulating the configuration parameters for an Azure AD authentication"
+      }
+    ]
+  },
+  {
+    "query_id": "0f148fcd-ec0b-43d6-b172-32b843a8dbd2",
+    "query": "restrict users from linking opportunities and meetings",
+    "retrievals": [
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-13",
+        "title": "Links | DevRev | Docs",
+        "text": "You may want to restrict links to specific subtypes of objects. For example, only allowing issues of a particular subtype to be linked to tickets. ``` | | | | --- | --- | | $ | curl --location \\'https://api.devrev.ai/link-types.custom.create\\' \\\\ | | > | --header \\'Content-Type: application/json\\' \\\\ | | > | --header \\'Authorization: Bearer <TOKEN>\\' \\\\ | | > | --data \\'{ | | > | \"name\": \"Link between social media issues and tickets\", | | > | \"source_types\": [ | | > | { | |"
+      },
+      {
+        "id": "ART-12471_KNOWLEDGE_NODE-5",
+        "title": "May 19, 2025 | DevRev | Docs",
+        "text": "by `created_by`, `name`, and `sync_metadata` fields to [`/groups.list`](/beta/api-reference/groups/list-post) ### Links * Added `custom_link_type` property to link objects in [`/links.create`](/beta/api-reference/links/create) and related endpoints ### Meetings * Added `sync_metadata` property to meeting objects in [`/meetings.create`](/beta/api-reference/meetings/create) and related endpoints ### Opportunities * Added `contacts` property to opportunity objects in work-related"
+      },
+      {
+        "id": "ART-1956_KNOWLEDGE_NODE-25",
+        "title": "Roles | Computer by DevRev | DevRev",
+        "text": "role 1. In [**Settings > User Management > Roles**](https://app.devrev.ai/devrev/settings/user-roles), select **+ Create new**. 2. Enter the role name and description. 3. Select an object, such as **Ticket** or **Inbox**, to assign permissions. 4. To restrict permissions, select **+ Add condition** and create a custom condition. 5. To apply privileges to all subtypes of the object, select **Apply to all subtypes**. 6. To configure privileges for specific subtypes: 1. In the"
+      },
+      {
+        "id": "ART-3197_KNOWLEDGE_NODE-11",
+        "title": "Changelog | DevRev | Docs",
+        "text": "by `created_by`, `name`, and `sync_metadata` fields to [`/groups.list`](/beta/api-reference/groups/list-post) ### Links * Added `custom_link_type` property to link objects in [`/links.create`](/beta/api-reference/links/create) and related endpoints ### Meetings * Added `sync_metadata` property to meeting objects in [`/meetings.create`](/beta/api-reference/meetings/create) and related endpoints ### Opportunities * Added `contacts` property to opportunity objects in work-related"
+      },
+      {
+        "id": "ART-13005_KNOWLEDGE_NODE-2",
+        "title": "Count Meetings \u2014 DevRev | Docs",
+        "text": "stringsOptional Filters for meetings created by the specified user(s). external_reflist of stringsOptional Filters for meetings with the provided external_ref(s). links.link_typestringOptional`format: \"text\"` Filters for link type in links associated with the meeting. links.targetstringOptional`format: \"id\"` Filters for target id in links associated with the meeting. links.target_object_typestringOptional`format: \"text\"` Filters for target object type in links"
+      },
+      {
+        "id": "ART-3003_KNOWLEDGE_NODE-1",
+        "title": "Count Meetings (Beta) \u2014 DevRev | Docs",
+        "text": "user(s). custom_fieldsobjectOptional Filters for meeting on custom fields. external_reflist of stringsOptional Filters for meetings with the provided external_ref(s). links.link_typestringOptional`format: \"text\"` Filters for link type in links associated with the meeting. links.targetstringOptional`format: \"id\"` Filters for target id in links associated with the meeting. links.target_object_typestringOptional`format: \"text\"` Filters for target object type in links"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-61",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "group object ['UPDATE'] * *Group Delete:* Contains delete privileges on custom groups. Privileges: group object ['DELETE'] * *Opportunity Interactor:* Contains privileges on opportunities for members of the default group 'Members'. Privileges: opportunity object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *DevOrg Commerce Admin Invoice Interactor:* Contains workspace commerce admin privileges for invoice objects. Privileges: invoice object ['READ'] * *DevOrg Commerce Admin"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-41",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "groups. Privileges: group object ['DELETE'] * *Opportunity Interactor:* Contains privileges on opportunities for members of the default group 'Members'. Privileges: opportunity object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *DevOrg Commerce Admin Invoice Interactor:* Contains workspace commerce admin privileges for invoice objects. Privileges: invoice object ['READ'] * *DevOrg Commerce Admin Credits Manager:* Contains workspace commerce admin privileges for credit request"
+      },
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-28",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "Emails**: Events containing any of these email addresses are completely excluded from sync. No meetings are created in DevRev for events where these emails appear as attendees, organizers, or creators. Enter multiple emails separated by commas. * **Add non-existing customers**: Enable this to allow people in meeting that are not customer to be added as a customer. If a meeting is scheduled with people who are neither part of the company nor customers, this option allows them to be added"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-31",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "*Opportunity Interactor:* Contains privileges on opportunities for members of the default group 'Members'. Privileges: opportunity object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *Ticket Interactor:* Contains privileges on tickets for default group 'Support'. Privileges: ticket object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *Organizational Marketplace Reader:* Contains read privileges for marketplace objects. Privileges: marketplace object ['READ'] * *Marketplace Category"
+      }
+    ]
+  },
+  {
+    "query_id": "15acf954-22c2-4860-8fbb-e7e6dcc5c8c8",
+    "query": "connect WhatsApp Business with DevRev",
+    "retrievals": [
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-29",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "Install the WhatsApp snap-in from the marketplace as mentioned above. 2. **Create a connection:** In the **Connections** tab, add your existing connection or create a new connection. * Give your connection a name, and ensure that you completed the required steps in the prerequisites. * Click **Connect**. * Open the dialog and follow the process to finish creating a connection. ![]() 3. **Configure business phone number:** In the **Configuration** tab, enter the business"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-30",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "phone number to sync WhatsApp messages sent to the business with DevRev Inbox. 4. **Register for WhatsApp webhook:** In the **Discussion** tab, enter **/whatsapp** to register to the WhatsApp webhook URL to receive WhatsApp messages in the DevRev Inbox. 5. **Use template messages:** As per WhatsApp policies, template messages are required to communicate with customers once 24 hours have passed since their last message. To ensure continuity in customer conversations, the following template"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-27",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "work with 360dialog for WhatsApp Integration. If you have an existing WhatsApp for Business Account, follow the steps to [migrate to 360dialog](https://docs.360dialog.com/partner/account-setup/migrating-phone-numbers). Installing the WhatsApp snap-in ------------------------------- To use this snap-in, you\\'ll need to connect your WhatsApp with Business API with DevRev. 1. Install [WhatsApp](/marketplace/whatsapp) from the DevRev marketplace. 2. Select the workspace to install the"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-24",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "[Limitations](#limitations) * [Set up the snap-in](#set-up-the-snapin) 1. [Documentation](/docs) 3. [Snap-ins](/docs/snapins) [Integrate](/docs/integrate) [WhatsApp](/docs/integrations/whatsapp) WhatsApp ======== Using DevRev, you can connect with your customers through WhatsApp. This new communication channel allows your customers to reach out with their questions and concerns directly on WhatsApp. The messages from WhatsApp seamlessly appear in your DevRev Inbox, making it easy"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-25",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "for you to manage all your customer conversations in one place. By adding WhatsApp to DevRev, you can streamline your support and offer a smoother experience to your customers. For detailed information about WhatsApp for Business, refer to [WhatsApp Business Platform - Documentation](https://developers.facebook.com/docs/whatsapp/overview) Prerequisites ------------- 1. **Create a business account:** Ensure you have a [Business Account](https://business.facebook.com/overview) in Meta"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-28",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "snap-in, confirm installation, and click **Deploy snap-in**. Limitations ----------- * Group Conversations are not supported by WhatsApp for Business API. * If you do not respond to the customer\\xe2\\x80\\x99s message within 24 hours, you can only respond to the conversation using Meta-approved template messages. Set up the snap-in ------------------ Follow these steps to ensure WhatsApp messages sent to your business are synced with the DevRev Inbox. 1. **Install the snap-in:**"
+      },
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-20",
+        "title": "Support queries related playbook",
+        "text": "them, reach out to DevRev support with details (article titles, migration date, etc.) for assistance. Support for Incoming Text Messages (SMS and WhatsApp) Yes, DevRev does allow for incoming text messages\\xe2\\x80\\x94if you use a supported SMS integration. The main provider currently supported is Exotel. When you connect your Exotel account to DevRev, customers can send SMS to your Exotel number, and those messages will show up as conversations in your DevRev inbox. WhatsApp is also"
+      },
+      {
+        "id": "ART-2002_KNOWLEDGE_NODE-35",
+        "title": "Contacts | Computer for Growth Teams | DevRev",
+        "text": "integrations like [Slack](/marketplace/slack), [Email for conversations](https://marketplace.devrev.ai/marketplace/devrev-plug-with-email), [WhatsApp](/marketplace/whatsapp) are additional channels available with DevRev's omnichannel support offering. Integrating these channels automatically brings customer identity to DevRev. [PreviousOpportunities](/docs/product/opportunity)[NextAccount and contact import](/docs/product/account-contact-import) #### On this page *"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-26",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev",
+        "text": "Business Manager. For detailed information, refer to [creating a Business Account](https://m.facebook.com/help/1710077379203657) in Meta Business Manager. 2. **Number compatibility:** Ensure the designated number isn\\'t linked to another WhatsApp account. If it is, either delete that account or [migrate your number](https://developers.facebook.com/docs/whatsapp/cloud-api/get-started/migrate-existing-whatsapp-number-to-a-business-account/) to a business account. 3. **Partner integration:** We"
+      },
+      {
+        "id": "ART-2023_KNOWLEDGE_NODE-24",
+        "title": "Integrate | Snap-ins | DevRev",
+        "text": "Bitbucket](/docs/integrations/bitbucket)[### Calendly](/docs/integrations/calendly)[### Coralogix security integration](/docs/integrations/coralogix)[### Datadog](/docs/integrations/datadog)[### Google Calendar AirSync](/docs/integrations/google-calendar-airdrop)[### Email](/docs/integrations/email)[### Exotel](/docs/integrations/exotel)[### Slack](/docs/integrations/slack)[### WhatsApp](/docs/integrations/whatsapp)[### GitHub](/docs/integrations/github)[###"
+      }
+    ]
+  },
+  {
+    "query_id": "9a4adb6b-b6f7-430a-a599-07aea5d4c365",
+    "query": "API for Incident Ticket creation",
+    "retrievals": [
+      {
+        "id": "ART-1300_KNOWLEDGE_NODE-166",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "Create. POST https:// api.devrev.ai / incidents.create Creates an incident. Request. This endpoint expects an object. title string Required Title of the incident. acknowledged_date datetime Optional Timestamp when the incident was acknowledged. applies_to_parts list of strings Optional Parts to which the incident is applicable to. artifacts list of strings Optional Artifacts attached to the incident. body string Optional Body of the incident. custom_fields map from strings to"
+      },
+      {
+        "id": "ART-1801_KNOWLEDGE_NODE-168",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "Create. POST https:// api.devrev.ai / incidents.create Creates an incident. Request. This endpoint expects an object. title string Required Title of the incident. acknowledged_date datetime Optional Timestamp when the incident was acknowledged. applies_to_parts list of strings Optional Parts to which the incident is applicable to. artifacts list of strings Optional Artifacts attached to the incident. body string Optional Body of the incident. custom_fields map from strings to"
+      },
+      {
+        "id": "ART-1788_KNOWLEDGE_NODE-166",
+        "title": "Get Post \u2014 DevRev | Docs",
+        "text": "Create. POST https:// api.devrev.ai / incidents.create Creates an incident. Request. This endpoint expects an object. title string Required Title of the incident. acknowledged_date datetime Optional Timestamp when the incident was acknowledged. applies_to_parts list of strings Optional Parts to which the incident is applicable to. artifacts list of strings Optional Artifacts attached to the incident. body string Optional Body of the incident. custom_fields map from strings to"
+      },
+      {
+        "id": "ART-1805_KNOWLEDGE_NODE-167",
+        "title": "List Post \u2014 DevRev | Docs",
+        "text": "Create. POST https:// api.devrev.ai / incidents.create Creates an incident. Request. This endpoint expects an object. title string Required Title of the incident. acknowledged_date datetime Optional Timestamp when the incident was acknowledged. applies_to_parts list of strings Optional Parts to which the incident is applicable to. artifacts list of strings Optional Artifacts attached to the incident. body string Optional Body of the incident. custom_fields map from strings to"
+      },
+      {
+        "id": "ART-1307_KNOWLEDGE_NODE-167",
+        "title": "List Post \u2014 DevRev | Docs",
+        "text": "Create. POST https:// api.devrev.ai / incidents.create Creates an incident. Request. This endpoint expects an object. title string Required Title of the incident. acknowledged_date datetime Optional Timestamp when the incident was acknowledged. applies_to_parts list of strings Optional Parts to which the incident is applicable to. artifacts list of strings Optional Artifacts attached to the incident. body string Optional Body of the incident. custom_fields map from strings to"
+      },
+      {
+        "id": "ART-4127_KNOWLEDGE_NODE-0",
+        "title": "Create Incident | DevRev | Docs",
+        "text": "b'Create Incident | DevRev | Docs [![]()![]()](https://developer.devrev.ai/) Beta Beta Beta Search `/` [API Reference](/beta/api-reference/accounts/create)[incidents](/beta/api-reference/incidents/create) Create Incident =============== Beta Copy page POST https://api.devrev.ai/incidents.create POST /incidents.create cURL ``` | | | | --- | --- | | $ | curl -X POST https://api.devrev.ai/incidents.create \\\\ | | > | -H \"Authorization: Bearer"
+      },
+      {
+        "id": "ART-1781_KNOWLEDGE_NODE-164",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "Create. POST https:// api.devrev.ai / incidents.create Creates an incident. Request. This endpoint expects an object. title string Required Title of the incident. acknowledged_date datetime Optional Timestamp when the incident was acknowledged. applies_to_parts list of strings Optional Parts to which the incident is applicable to. artifacts list of strings Optional Artifacts attached to the incident. body string Optional Body of the incident. custom_fields map from strings to"
+      },
+      {
+        "id": "ART-1803_KNOWLEDGE_NODE-167",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "Create. POST https:// api.devrev.ai / incidents.create Creates an incident. Request. This endpoint expects an object. title string Required Title of the incident. acknowledged_date datetime Optional Timestamp when the incident was acknowledged. applies_to_parts list of strings Optional Parts to which the incident is applicable to. artifacts list of strings Optional Artifacts attached to the incident. body string Optional Body of the incident. custom_fields map from strings to"
+      },
+      {
+        "id": "ART-1789_KNOWLEDGE_NODE-166",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "Create. POST https:// api.devrev.ai / incidents.create Creates an incident. Request. This endpoint expects an object. title string Required Title of the incident. acknowledged_date datetime Optional Timestamp when the incident was acknowledged. applies_to_parts list of strings Optional Parts to which the incident is applicable to. artifacts list of strings Optional Artifacts attached to the incident. body string Optional Body of the incident. custom_fields map from strings to"
+      },
+      {
+        "id": "ART-1785_KNOWLEDGE_NODE-163",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "owner. Response. This endpoint returns an object. group object Show 11 properties API Reference operate Incidents Create. POST https:// api.devrev.ai / incidents.create Creates an incident. Request. This endpoint expects an object. title string Required Title of the incident. acknowledged_date datetime Optional Timestamp when the incident was acknowledged. applies_to_parts list of strings Optional Parts to which the incident is applicable to. artifacts list of strings"
+      }
+    ]
+  },
+  {
+    "query_id": "5f5bfe6b-5d49-4bd2-936a-73bebb960fae",
+    "query": "mark fields as readable from backend",
+    "retrievals": [
+      {
+        "id": "ART-996_KNOWLEDGE_NODE-15",
+        "title": "An Example Object Model Style Guide (our actual style guide)",
+        "text": "field1 ... gateway: api_visibility: public is_filterable: true summary: true # NOTE: all fields marked as `summary: true` ... - name: field2 ... gateway: api_visibility: public is_filterable: true summary: true # NOTE: all fields marked as `summary: true` ... - name: field3 ... gateway: api_visibility:"
+      },
+      {
+        "id": "ART-17219_KNOWLEDGE_NODE-28",
+        "title": "Metadata extraction | DevRev | Docs",
+        "text": "to a ticket. Assigning a `reference_type` helps AirSync correctly handle such fields in case the end-user decides to filter some of the parent records out. [8](/airsync/metadata-extraction#define-field-attributes) ### Define field attributes External system fields that shouldn\\xe2\\x80\\x99t be mapped in reverse should be marked as `is_read_only`. Depending on their purpose, you can also mark fields as `is_indexed`, `is_identifier`, `is_filterable`, `is_write_only`, etc. By default,"
+      },
+      {
+        "id": "ART-996_KNOWLEDGE_NODE-21",
+        "title": "An Example Object Model Style Guide (our actual style guide)",
+        "text": "redundant, only override when necessary # NOTE: name not overridden, will appear as `marketplace_id` Set gateway api_visibility Sets the api visibility for the field. Valid values are private, public, hidden. Do Use private when things should only be internally available via the internal API endpoints Use hidden when things should be omitted from API generation and does not create an API field for the attribute. Use for deprecated fields Use public when the"
+      },
+      {
+        "id": "ART-1645_KNOWLEDGE_NODE-37",
+        "title": "Object customization (Beta) \u2014 DevRev | Docs",
+        "text": "`is_filterable` to be true. * `is_groupable`: Whether the field is groupable. Requires `is_filterable` to be true. * `order`: The order in which the field appears in the side panel. * `is_read_only`: Whether the field is read-only in the UI. Once the object is created, this field cannot be updated in the UI. * `group_name`: The group title under which field(s) appear in the side panel. In the example below, the fields are grouped under groups titled **Group 1** and **Group"
+      },
+      {
+        "id": "ART-15487_KNOWLEDGE_NODE-35",
+        "title": "Object customization | DevRev | Docs",
+        "text": "groupable. Requires `is_filterable` to be true. * `order`: The order in which the field appears in the side panel. * `is_read_only`: Whether the field is read-only in the UI. Once the object is created, this field cannot be updated in the UI. * `group_name`: The group title under which field(s) appear in the side panel. In the example below, the fields are grouped under groups titled **Group 1** and **Group 2**. ![]() * `unit`: The unit for the field. For example, days, kg. The"
+      },
+      {
+        "id": "ART-15510_KNOWLEDGE_NODE-17",
+        "title": "Features | DevRev | Docs",
+        "text": "server. Input views such as password text fields are automatically masked. While the auto-masking feature is sufficient for most situations, you can manually mark or unmark additional views as sensitive. To mark elements as sensitive inside a web view (`WebView`), apply the `devrev-mask` CSS class. To unmark them, use `devrev-unmask`. * Mark an element as masked: ``` | | | | --- | --- | | 1 | <label class=\"devrev-mask\">OTP: 12345</label> | ``` * Mark an element as"
+      },
+      {
+        "id": "ART-5153_KNOWLEDGE_NODE-37",
+        "title": "Get Widget (POST) | DevRev | Docs",
+        "text": "\"display_name\": \"string\", | | 749 | \"filter_view\": { | | 750 | \"is_hidden\": true | | 751 | }, | | 752 | \"group_name\": \"string\", | | 753 | \"is_active_in_detail_view\": true, | | 754 | \"is_bulk_action_enabled\": true, | | 755 | \"is_currency_field\": true, | | 756 | \"is_groupable\": true, | | 757 | \"is_hidden\": true, | | 758 | \"is_hidden_during_create\": true, | | 759 | \"is_read_only\": true, | | 760 | \"is_required\": true, | | 761 | \"is_shown_in_summary\": true, | | 762 | \"is_sortable\":"
+      },
+      {
+        "id": "ART-16579_KNOWLEDGE_NODE-32",
+        "title": "Features | DevRev | Docs",
+        "text": "\"foo-bar\"), | | 4 | ), | | 5 | ) | ``` ### Mask elements inside web views Input views such as password text fields are automatically masked in web views. To mark elements as sensitive inside a web view (`WebView`), apply the `devrev-mask` CSS class. To unmark them, use `devrev-unmask`. * Mark an element as masked: ``` | | | | --- | --- | | 1 | <label class=\"devrev-mask\">OTP: 12345</label> | ``` * Mark an element as unmasked: ``` | | | | --- | ---"
+      },
+      {
+        "id": "ART-3013_KNOWLEDGE_NODE-8",
+        "title": "Update Survey (Beta) \u2014 DevRev | Docs",
+        "text": "\"is_bulk_action_enabled\": true, 65| \"is_currency_field\": true, 66| \"is_groupable\": true, 67| \"is_hidden\": true, 68| \"is_hidden_during_create\": true, 69| \"is_read_only\": true, 70| \"is_required\": true, 71| \"is_shown_in_summary\": true, 72| \"is_sortable\": true, 73| \"list_view\": {}, 74| \"order\": 1, 75|"
+      },
+      {
+        "id": "ART-1827_KNOWLEDGE_NODE-426",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "\" : true 95 } , 96 \" detail_view \" : { 97 \" is_hidden \" : true 98 } , 99 \" display_name \" : \" string \" , 100 \" filter_view \" : { 101 \" is_hidden \" : true 102 } , 103 \" group_name \" : \" string \" , 104 \" is_active_in_detail_view \" : true , 105 \" is_bulk_action_enabled \" : true , 106 \" is_groupable \" : true , 107 \" is_hidden \" : true , 108 \" is_hidden_during_create \" : true , 109 \" is_read_only \" : true , 110 \" is_required \" : true , 111 \" is_shown_in_summary \" : true , 112 \" is_sortable \" : true"
+      }
+    ]
+  },
+  {
+    "query_id": "30eafcd8-2a68-4e61-85f7-63af6da417a8",
+    "query": "enable or configure Turing AI agent",
+    "retrievals": [
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-26",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "[articles](./articles) for more information. Once you have added your knowledge base, Turing can be switched on in two modes: suggestion or auto-response. You can configure Turing in **Settings > Turing Answers** and turn on the **Turing Answers** toggle. Suggest-only mode ----------------- Computer only suggests an answer to the user query. A support agent can accept or make edits to the answer, then send it to the user. Content-powered mode -------------------- Computer"
+      },
+      {
+        "id": "ART-1983_KNOWLEDGE_NODE-30",
+        "title": "Questions & answers | Computer for Support Teams | DevRev",
+        "text": "creation, go to **Settings** > **Turing** > **Q&As** > **Preferences** on the top right and enable **Auto generate Q&As** and click **Save**. ![]() You need to be an admin to set preferences. ![]() When Computer creates a new Q&A, the conversation's owner receives a notification. It's their chance to ensure accuracy before deciding whether to *Publish* them if needed or *Archive* if not. Once approved and published, these Q&As enter Computer's knowledge base, ready to tackle"
+      },
+      {
+        "id": "ART-12391_KNOWLEDGE_NODE-27",
+        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev",
+        "text": "workflow. Now, your workflow runs whenever a conversation or a ticket gets created and it assigns it to an AI agent, which handles the conversation. No brittle rules. Find below a detailed explanation of all the fields needed to configure in the \"Talk to Agent\" Step | Parameter | Type | Description | | --- | --- | --- | | agent | String | ID of the AI agent to use. Use the dropdown to select one. | | object | String | ID of the conversation or ticket where the agent operate.s | |"
+      },
+      {
+        "id": "ART-12391_KNOWLEDGE_NODE-25",
+        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev",
+        "text": "customer support conversations with our workflow engine. You can either build an AI agent handle to handle all or parts of your customer support conversations, or you can also create deterministic button-based flows. AI agents in your conversational workflow ----------------------------------------- ![]() To enable AI agents for customer support, please contact us through the chat widget. ### AI agents for conversations or tickets 1. Set the trigger for workflow to start"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-27",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "automatically replies to the user query before it gets assigned to support. It goes through the knowledge base (articles and QAs), generates an answer, and checks with the user if the answer is useful or not. * If Computer doesn't understand the query, it gives the user an option to rephrase the question and ask again. * If the user marks the answer as useful, Computer asks the user if they have more questions, then resolves the conversation. * If the user marks the answer as not useful,"
+      },
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-14",
+        "title": "Support queries related playbook",
+        "text": "AI Bot \\xe2\\x80\\x93 Turing Yes! DevRev offers an AI-powered assistant called Turing , which can answer questions, suggest articles, summarize conversations, and more. You can read more about it in the documentation: [https://docs.devrev.ai/product/conversational-bot](https://docs.devrev.ai/product/conversational-bot) 4.\\xe2\\x80\\x82Difference Between Runnables and Features A feature is a unit of configuration or capability in the product, often representing a user-facing function or"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-24",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "(Beta)](#goaloriented-mode-beta) 1. [Documentation](/docs) 3. [Computer for Support Teams](/docs/product/support) [Turing AI agent](/docs/product/conversational-bot) Computer for Your Customers and Turing ====================================== Using Turing, Computer can be used to deflect user queries in conversation or to suggest articles from your knowledge base for resolving tickets. It will try to answer customer queries based on the articles and QA pairs provided in the"
+      },
+      {
+        "id": "ART-4206_KNOWLEDGE_NODE-21",
+        "title": "Agents async API | DevRev | Docs",
+        "text": "you\\xe2\\x80\\x99re using DevRev workflows: ##### The workflow engine handles the async API calls for you when using the Talk To Agent node. 1. Add the \\xe2\\x80\\x9cTalk To Agent\\xe2\\x80\\x9d node to your workflow 2. Configure it with your agent ID 3. Connect it to response nodes to process the agent\\xe2\\x80\\x99s output 4. The async API is used automatically by the workflow engine Troubleshooting --------------- ##### Common issues and their solutions **Not receiving"
+      },
+      {
+        "id": "ART-1983_KNOWLEDGE_NODE-29",
+        "title": "Questions & answers | Computer for Support Teams | DevRev",
+        "text": "on\\xe2\\x80\\x94it learns. It autonomously generates new Q&As based on the resolved conversation, marking them for review under the *Review Needed* status. A Q&A isn't created if it is similar to the existing Q&A to avoid duplication. ``` Satisfactory answer Similar Q&A found No answer or talk to engineer Improves Turing Customer query Turing Conversation resolved No new Q&As created Q&As created ``` To enable automatic"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-25",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "Knowledge base, while keeping a support agent subscribed to conversations. If it cannot answer a certain query or you request it to connect to the team, it will redirect it to the default owner of the conversation. When looking for a source to inform its answer, it will prioritize the QA pairs, which are intended to serve as definitive answers to commonly repeated questions. ![]() For Computer to suggest articles, you need to add articles to your DevRev instance. Refer to"
+      }
+    ]
+  },
+  {
+    "query_id": "d5c89771-38ee-4ef6-8171-99b10fdd1ae3",
+    "query": "how to make MIS report with available data on DevRev",
+    "retrievals": [
+      {
+        "id": "ART-1952_KNOWLEDGE_NODE-27",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "bring in data from other sources as well. Discover -------- To get started, click the \\xe2\\x9a\\xa1 button on a vista. The following options are available: * Create New Report * View Past Reports: Created by me or shared with me You can also search for reports and find more on the **Explore** page. ![]() ### Create You can create your own reports by adding a name, description, and creating widgets. Here, you'll also be able to preview your report and make any necessary"
+      },
+      {
+        "id": "ART-1952_KNOWLEDGE_NODE-35",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "well. ### Save Add measures, dimensions, and filters. Experiment with arranging them, preview your changes, and remember to **Save** your widget. This ensures the widget appears on the dashboard. ### Custom fields You can also create reports based on custom fields by creating them via Object Customization. You\\xe2\\x80\\x99ll be able to utilize these custom fields in report generation, as they can be used in measures, dimensions, and filters. ### Cross-entity"
+      },
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-32",
+        "title": "Support queries related playbook",
+        "text": "issues, or custom objects) is supported via the DevRev API. You can use the API to create, update, or reorder stages in your workflow. The endpoint and payload depend on the object type (ticket, issue, custom object, etc.). If you share which object\\xe2\\x80\\x99s stages you want to customize, I can provide a sample API call or payload.Analytics and Reporting 1. Creating Reports in DevRev You can create reports in DevRev by building dashboards with widgets: Go to the Vista you"
+      },
+      {
+        "id": "ART-15687_KNOWLEDGE_NODE-29",
+        "title": "Dashboards | Computer by DevRev | DevRev",
+        "text": "dimensions**: Specify which dimensions you want to use for aggregation. This aggregates the data based on the selected dimension, such as account ID. You can define the order of the end result if it\\'s a table visualization and add these dimension can be used for the final visualization. * **Choose visualization type and fields**: + Select the type of visualization for your widget, such as table, pie chart, bar graph, or heat map. + Define the columns you want to represent in"
+      },
+      {
+        "id": "ART-1952_KNOWLEDGE_NODE-29",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "together to form a dashboard. **Data source** A data source specifies the backing data that powers the widget. You don\\xe2\\x80\\x99t need to worry about the data source, as it\\xe2\\x80\\x99s all auto-populated. **Measures & Dimensions:** Measures & Dimensions provide additional details about the required columns from the base SQL-constructed view. * Each column that needs to be part of the visualization in the chart must be specified as either a measure or a dimension. * Columns"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-32",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "**Create**: Build a dashboard or report. A user must have dashboard create permissions and dataset read permissions to create a dashboard or report. * **Update**: Modify an existing dashboard or report. A user must have dashboard update permissions and dataset read permissions to modify a dashboard or report. * **Share**: Allows a user to share an existing dashboard or report with other users. A user must have dashboard update permissions to share a dashboard or report. [PreviousDefault"
+      },
+      {
+        "id": "ART-1952_KNOWLEDGE_NODE-28",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "adjustments before finalizing it. Widget builder -------------- With the widget builder, you can create custom widgets for your vista reports. You can define the widget's data source, construct measures, dimensions, and pick a suitable visualization. The widget builder offers a range of tools and options to help you create the ideal widget for your report. Widgets represent the building blocks of DevRev Dashboards. They are the leaf-level data visualizations which are composed"
+      },
+      {
+        "id": "ART-1952_KNOWLEDGE_NODE-36",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "joins DevRev\\xe2\\x80\\x99s data model is a reflection of Computer's powerful Memory. Leveraging the data model is key to getting answers to key questions and obtaining strategic insights. Here\\xe2\\x80\\x99s the data model you\\xe2\\x80\\x99d need for constructing widgets and answer questions around a vista. For example, ticket-based vista. You don\\xe2\\x80\\x99t have to worry about these join paths, as DevRev identifies the entity relationships and populate them for you. You just need to search"
+      },
+      {
+        "id": "ART-1509_KNOWLEDGE_NODE-290",
+        "title": "Prepare \u2014 DevRev | Docs",
+        "text": "given period Ex. { M1:2, M1:4 } => {M1:2} 3] Maximum - max of all the values for the meter in a given period Ex. { M1:2, M1:4 } => {M1:4} 4] Unique Count - Sum of distinct unique dimension observed for the meter in the given period (not considering the data from the previous billing period) Ex. January {M1:{VM:VM0}}, February {M1:{VM:VM1}, M1:{VM:VM2}, M1:{VM:VM1}} => {M1:2} 5] Running Total - Sum of distinct active unique dimension observed for a meter in the given period, taking into"
+      },
+      {
+        "id": "ART-1300_KNOWLEDGE_NODE-292",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "Ex. { M1:2, M1:4 } => {M1:6} 2] Minimum - min of all the values for the meter in a given period Ex. { M1:2, M1:4 } => {M1:2} 3] Maximum - max of all the values for the meter in a given period Ex. { M1:2, M1:4 } => {M1:4} 4] Unique Count - Sum of distinct unique dimension observed for the meter in the given period (not considering the data from the previous billing period) Ex. January {M1:{VM:VM0}}, February {M1:{VM:VM1}, M1:{VM:VM2}, M1:{VM:VM1}} => {M1:2} 5] Running Total - Sum of distinct"
+      }
+    ]
+  },
+  {
+    "query_id": "ed5940c0-01b1-45bc-8489-dccca3575588",
+    "query": "populate Timeline Comment Created trigger for a ticket object",
+    "retrievals": [
+      {
+        "id": "ART-1277_KNOWLEDGE_NODE-6",
+        "title": "Snap-in triggered by a DevRev event | DevRev | Docs",
+        "text": "objects of type **Issue** or **Ticket** are created in DevRev. 2. **Text command**: This manual trigger is achieved by utilizing a slash command in the **Discussions** tab of the objects that support this feature. #### Action To implement the desired action of adding a comment to the object timeline, it is essential to identify the appropriate [API] for this task. In this scenario, the `/timeline-entries.create` API is the designated choice for executing the action of adding a"
+      },
+      {
+        "id": "ART-1485_KNOWLEDGE_NODE-10",
+        "title": "Snap-in triggered by a DevRev event \u2014 DevRev | Docs",
+        "text": "invoke the snap-in, two distinct triggers are implemented: 1. **Creation of work item** : This trigger is activated when new objects of type **Issue** or **Ticket** are created in DevRev. 2. **Text command** : This manual trigger is achieved by utilizing a slash command in the **Discussions** tab of the objects that support this feature. #### Action To implement the desired action of adding a comment to the object timeline, it is essential to identify the appropriate [API] for"
+      },
+      {
+        "id": "ART-1284_KNOWLEDGE_NODE-15",
+        "title": "Event sources | DevRev | Docs",
+        "text": "devrev-webhook | | 7 | config: | | 8 | event_types: | | 9 | - work_created | | 10 | - timeline_entry_created | | 11 | filter: | | 12 | jq_query: | | | 13 | if .type == \"work_created\" then | | 14 | if (.work_created.work.type == \"issue\") then true | | 15 | else false | | 16 | end | | 17 | elif .type == \"timeline_entry_created\" then | | 18 | if (.timeline_entry_created.entry.type == \"timeline_comment\" and .timeline_entry_created.entry.object_type == \"issue\") then true | | 19 | else"
+      },
+      {
+        "id": "ART-1485_KNOWLEDGE_NODE-33",
+        "title": "Snap-in triggered by a DevRev event \u2014 DevRev | Docs",
+        "text": "19| const body = { 20| object: workCreated, 21| type: \"timeline_comment\", 22| body: bodyComment, 23| }; 24| 25| // Sending the request to create the timeline entry comment 26| const response = await devrevSDK.timelineEntriesCreate(body as any); 27| 28| // Returning the response from the DevRev SDK 29| return response; 30| } [/code]"
+      },
+      {
+        "id": "ART-1277_KNOWLEDGE_NODE-27",
+        "title": "Snap-in triggered by a DevRev event | DevRev | Docs",
+        "text": "Extracting relevant information from the event payload | | 13 | const workCreated = event.payload.source_id; | | 14 | | | 15 | // Building the comment body for command events | | 16 | const bodyComment = \"Hello World is printed on the work from the command.\"; | | 17 | | | 18 | // Creating the timeline entry comment using DevRev SDK | | 19 | const body = { | | 20 | object: workCreated, | | 21 | type: \"timeline_comment\", | | 22 | body: bodyComment, | | 23 | }; | | 24 | | | 25 | //"
+      },
+      {
+        "id": "ART-1277_KNOWLEDGE_NODE-23",
+        "title": "Snap-in triggered by a DevRev event | DevRev | Docs",
+        "text": "= event.input_data.global_values.input_field_array; | | 28 | | | 29 | // Appending extra comments to the body if requested | | 30 | if (extraComment) { | | 31 | for (let comment of extraComments) { | | 32 | bodyComment = bodyComment + \" \" + comment; | | 33 | } | | 34 | } | | 35 | | | 36 | // Creating the timeline entry comment using DevRev SDK | | 37 | const body = { | | 38 | object: workCreated.id, | | 39 | type: \"timeline_comment\", | | 40 | body: bodyComment, | | 41 | }; | |"
+      },
+      {
+        "id": "ART-1485_KNOWLEDGE_NODE-29",
+        "title": "Snap-in triggered by a DevRev event \u2014 DevRev | Docs",
+        "text": "38| object: workCreated.id, 39| type: \"timeline_comment\", 40| body: bodyComment, 41| }; 42| const response = await devrevSDK.timelineEntriesCreate(body as any); 43| 44| // Returning the response from the DevRev SDK 45| return response; 46| } [/code] This function illustrates the process of handling events, extracting necessary information from the payload, and utilizing the DevRev SDK to create a timeline"
+      },
+      {
+        "id": "ART-1278_KNOWLEDGE_NODE-21",
+        "title": "Snap-in triggered by an external source | DevRev | Docs",
+        "text": "event.input_data.global_values.part_id; | | 15 | const commits = event.payload.commits; | | 16 | | | 17 | // Iterate through commits and append the commit message to the body of the comment | | 18 | let bodyComment = \"\"; | | 19 | for (const commit of commits) { | | 20 | bodyComment += commit.message + \"\\ \"; | | 21 | } | | 22 | | | 23 | // Prepare the body for creating a timeline comment | | 24 | const body = { | | 25 | body: bodyComment, | | 26 | object: partID, | | 27 | type:"
+      },
+      {
+        "id": "ART-1473_KNOWLEDGE_NODE-25",
+        "title": "Snap-in triggered by an external source \u2014 DevRev | Docs",
+        "text": "append the commit message to the body of the comment 18| let bodyComment = \"\"; 19| for (const commit of commits) { 20| bodyComment += commit.message + \"\\ \"; 21| } 22| 23| // Prepare the body for creating a timeline comment 24| const body = { 25| body: bodyComment, 26| object: partID, 27| type: \"timeline_comment\", 28| }; 29| 30| // Create a timeline comment using the DevRev"
+      },
+      {
+        "id": "ART-1485_KNOWLEDGE_NODE-21",
+        "title": "Snap-in triggered by a DevRev event \u2014 DevRev | Docs",
+        "text": "within the manifest file: [code] 1| commands: ---|--- 2| - name: comment_here 3| namespace: devrev 4| description: Command to trigger function to add comment to this work item. 5| surfaces: 6| - surface: discussions 7| object_types: 8| - issue 9| - ticket 10| usage_hint: \"Command to add comment to this work item.\" 11| function: function_2 [/code]"
+      }
+    ]
+  },
+  {
+    "query_id": "3abb74c9-639f-4252-955c-3cfaa8bf6795",
+    "query": "DevRev Bot groups created from airdrops",
+    "retrievals": [
+      {
+        "id": "ART-1649_KNOWLEDGE_NODE-149",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "groups based on the group type. Allowed values: dynamic static ingestion_source \"airdrop\" or \"scim\" Optional Filter groups by ingestion source(s). Allowed values: airdrop scim is_default boolean Optional Whether to fetch default or custom groups. limit integer Optional The maximum number of groups to return. The default is \\'50\\'. member_type \"dev_user\" or \"rev_user\" Optional Filters the groups on basis of member type. Allowed values: dev_user rev_user mode \"after\" or \"before\""
+      },
+      {
+        "id": "ART-1832_KNOWLEDGE_NODE-149",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "groups based on the group type. Allowed values: dynamic static ingestion_source \"airdrop\" or \"scim\" Optional Filter groups by ingestion source(s). Allowed values: airdrop scim is_default boolean Optional Whether to fetch default or custom groups. limit integer Optional The maximum number of groups to return. The default is \\'50\\'. member_type \"dev_user\" or \"rev_user\" Optional Filters the groups on basis of member type. Allowed values: dev_user rev_user mode \"after\" or \"before\""
+      },
+      {
+        "id": "ART-1651_KNOWLEDGE_NODE-149",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "groups based on the group type. Allowed values: dynamic static ingestion_source \"airdrop\" or \"scim\" Optional Filter groups by ingestion source(s). Allowed values: airdrop scim is_default boolean Optional Whether to fetch default or custom groups. limit integer Optional The maximum number of groups to return. The default is \\'50\\'. member_type \"dev_user\" or \"rev_user\" Optional Filters the groups on basis of member type. Allowed values: dev_user rev_user mode \"after\" or \"before\""
+      },
+      {
+        "id": "ART-1605_KNOWLEDGE_NODE-149",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "groups based on the group type. Allowed values: dynamic static ingestion_source \"airdrop\" or \"scim\" Optional Filter groups by ingestion source(s). Allowed values: airdrop scim is_default boolean Optional Whether to fetch default or custom groups. limit integer Optional The maximum number of groups to return. The default is \\'50\\'. member_type \"dev_user\" or \"rev_user\" Optional Filters the groups on basis of member type. Allowed values: dev_user rev_user mode \"after\" or \"before\""
+      },
+      {
+        "id": "ART-1591_KNOWLEDGE_NODE-149",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "groups based on the group type. Allowed values: dynamic static ingestion_source \"airdrop\" or \"scim\" Optional Filter groups by ingestion source(s). Allowed values: airdrop scim is_default boolean Optional Whether to fetch default or custom groups. limit integer Optional The maximum number of groups to return. The default is \\'50\\'. member_type \"dev_user\" or \"rev_user\" Optional Filters the groups on basis of member type. Allowed values: dev_user rev_user mode \"after\" or \"before\""
+      },
+      {
+        "id": "ART-1822_KNOWLEDGE_NODE-149",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "groups based on the group type. Allowed values: dynamic static ingestion_source \"airdrop\" or \"scim\" Optional Filter groups by ingestion source(s). Allowed values: airdrop scim is_default boolean Optional Whether to fetch default or custom groups. limit integer Optional The maximum number of groups to return. The default is \\'50\\'. member_type \"dev_user\" or \"rev_user\" Optional Filters the groups on basis of member type. Allowed values: dev_user rev_user mode \"after\" or \"before\""
+      },
+      {
+        "id": "ART-1804_KNOWLEDGE_NODE-156",
+        "title": "Self \u2014 DevRev | Docs",
+        "text": "11 properties API Reference groups List. GET https:// api.devrev.ai / groups.list Lists the available groups. Query parameters. cursor string Optional The cursor to resume iteration from. If not provided, then iteration starts from the beginning. group_type \"dynamic\" or \"static\" Optional Filters the groups based on the group type. Allowed values: dynamic static ingestion_source \"airdrop\" or \"scim\" Optional Filter groups by ingestion source(s). Allowed values: airdrop"
+      },
+      {
+        "id": "ART-1822_KNOWLEDGE_NODE-152",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "type. ingestion_source list of \"airdrop\" or \"scim\" Optional Allowed values: airdrop scim Filter groups by ingestion source(s). is_default boolean Optional Whether to fetch default or custom groups. limit integer Optional The maximum number of groups to return. The default is \\'50\\'. member_type list of \"dev_user\" or \"rev_user\" Optional Allowed values: dev_user rev_user Filters the groups on basis of member type. mode \"after\" or \"before\" Optional Allowed values: after before The"
+      },
+      {
+        "id": "ART-1651_KNOWLEDGE_NODE-152",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "type. ingestion_source list of \"airdrop\" or \"scim\" Optional Allowed values: airdrop scim Filter groups by ingestion source(s). is_default boolean Optional Whether to fetch default or custom groups. limit integer Optional The maximum number of groups to return. The default is \\'50\\'. member_type list of \"dev_user\" or \"rev_user\" Optional Allowed values: dev_user rev_user Filters the groups on basis of member type. mode \"after\" or \"before\" Optional Allowed values: after before The"
+      },
+      {
+        "id": "ART-1649_KNOWLEDGE_NODE-152",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "type. ingestion_source list of \"airdrop\" or \"scim\" Optional Allowed values: airdrop scim Filter groups by ingestion source(s). is_default boolean Optional Whether to fetch default or custom groups. limit integer Optional The maximum number of groups to return. The default is \\'50\\'. member_type list of \"dev_user\" or \"rev_user\" Optional Allowed values: dev_user rev_user Filters the groups on basis of member type. mode \"after\" or \"before\" Optional Allowed values: after before The"
+      }
+    ]
+  },
+  {
+    "query_id": "a15290e1-d40b-4422-b5ea-170576843e89",
+    "query": "SLA for Next Response stop when stage is moved back to Awaiting Customer",
+    "retrievals": [
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-34",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "target defined in the policy. * *Breached*: The time spent by the SLA metric is greater than or equal to the breach target defined in the policy. * *Paused*: The metric is currently paused based on some conditions. For example, when a ticket moves to awaiting customer response. * *Completed*: The conversation or ticket has reached the completion condition. Based on business hours defined for an organization, *Active/Close to breach/Breached* metrics can change schedules. Metrics move out"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-36",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "conversations: **Tickets** | Metric | Default conditions | Start event | End event | Pause event | Resume event | | --- | --- | --- | --- | --- | --- | | First response time | * Ticket created by a customer * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | * The agent added a comment to the customer chat * The ticket is moved to Awaiting Customer Response, or the ticket is closed | | | | Next response time | * Ticket created by"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-43",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "*awaiting customer response* until the customer responds. In certain scenarios, the customer experience engineer may be able to resolve the customer's concern. If that's the case, they would ask the customer if their resolution has resolved their concern and the stage would move to the *awaiting customer response*. Once the concern is resolved and the customer acknowledges the resolution, the stage may move to *resolved*. If the concern isn't resolved, the stage may change back to *work in"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-37",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "a customer * The ticket was created by a customer experience engineer but reported by a customer | A new comment on the ticket by the customer after the customer experience engineer replied | * The agent added a comment to the customer chat * The ticket is moved to Awaiting Customer Response, or the ticket is closed | | | | Full resolution time | * Ticket created by a customer * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | The"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-38",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "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 | **Conversations** | Metric | Default conditions | Start event | End event | Pause event | Resume event | | --- | --- | --- | --- | --- | --- | | First response time | The first message sent by a customer | Conversation created | * The agent replied to the conversation * The conversation is moved to Waiting on User/Resolved * The conversation is"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-32",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "text": "assigned; tickets should be assigned only to revenue team members. Manage tickets -------------- * Regularly follow up with the customer on any ticket in the *awaiting customer* stage. If no response is forthcoming in a reasonable amount of time as defined by your SLA, mark the ticket as *resolved*. * Critically assess the severity of the ticket according to the impact on the customer\\xe2\\x80\\x99s business. Blockers are those tickets that are critical to customer adoption or operations."
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-45",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "a user. In certain cases where the ticket depends on some fix (issues) the stage may go from *in development* to *awaiting customer response* when the corresponding issues have been resolved and the fix needs to be validated with the user. In certain cases, the customer experience engineer may be able to solve directly (without any required issues) which may change the stage from *work in progress* to *awaiting customer response* to validate they have solved the problem. If either has"
+      },
+      {
+        "id": "ART-2695_KNOWLEDGE_NODE-31",
+        "title": "Operational-level agreement | Computer for Support Teams | DevRev",
+        "text": "additional configuration; it automatically resumes when the issue stage updates to any stage not designated for stopping the timer. 5. Click **Save**. Assigning stage values for starting and stopping the timer is mandatory. Ensure that each stage value is unique across the start, pause, and stop options. Any configuration changes will only apply to issues created after the changes are made. ![]() Uninstalling the snap-in will remove the OLA metric from all active and new issues, which"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-28",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "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. * In **Updates**, filter by **Type** > **Mentioned**. Respond to those updates first. * Create a ticket if you aren't able to resolve the conversation in 20 minutes. As soon as the ticket is opened, move it to the *escalate* stage. The owner of the ticket is the owner of the customer org where the conversation"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-39",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "marked as spam | | | | Next response time | | A new message on the conversation with the customer after the customer experience engineer replied | * The agent replied to the conversation * The conversation is moved to Waiting on User/Resolved * The conversation is marked as spam | | | | Full resolution time | | Conversation created | * The conversation has moved to the Resolved/Archived * The conversation is marked as spam | The conversation is moved to Waiting on User | The"
+      }
+    ]
+  },
+  {
+    "query_id": "3cb75fc1-7ba2-447f-be4a-5bc6c5a58198",
+    "query": "workflow send message on Slack operation execution failed Something went wrong",
+    "retrievals": [
+      {
+        "id": "ART-12394_KNOWLEDGE_NODE-31",
+        "title": "Workflow management | Workflows | Computer by DevRev | DevRev",
+        "text": "workflow. * **Define error actions**: Set a specific sequence of steps to execute if an error occurs during that action. * **Ensure graceful management**: Manage errors by enabling appropriate fallback actions, such as sending a notification or logging the error. When a step fails, any subsequent steps in the path do not execute. [PreviousConversational workflows](/docs/product/conversational-workflows)[NextWorkflow nodes](/docs/product/workflow-nodes) #### On this page * [Version"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-51",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "Slack. For example: * /devrev view TKT-# * /devrev view ISS-# These commands open the specific object mentioned in the command. Creating custom workflows ------------------------- The users can configure their own workflows around Slack using DevRev's workflow engine. | Workflow Action | Description | Inputs | Outputs | | --- | --- | --- | --- | | Send message on Slack | - Use this workflow node to send a message to any Slack channel as long as the DevRev app has access to"
+      },
+      {
+        "id": "ART-12393_KNOWLEDGE_NODE-24",
+        "title": "Troubleshooting | Workflows | Computer by DevRev | DevRev",
+        "text": "DevRev](/docs/intro) [Workflows](/docs/product/workflow-engine) [Troubleshooting](/docs/product/troubleshooting-workflows) Troubleshooting =============== DevRev's workflow engine provides you detailed information for your workflow executions so you can debug what is happening and what went wrong. Workflow runs ------------- 1. Go to the workflow under settings page you want to troubleshoot. 2. Click the **Runs** tab at the top of workflow canvas. 3. You see a list of runs,"
+      },
+      {
+        "id": "ART-4206_KNOWLEDGE_NODE-22",
+        "title": "Agents async API | DevRev | Docs",
+        "text": "webhook events?** * Verify your webhook URL is publicly accessible * Check that you\\xe2\\x80\\x99ve registered for the \\xe2\\x80\\x9cai\\\\_agent\\\\_response\\xe2\\x80\\x9d event type * Ensure your server responds with a 2xx status code quickly **Execution errors?** * Check the error message in the error event * Verify your agent ID is correct * Ensure your session\\\\_object is a valid string **Agent not responding as expected?** * Review the skill\\\\_triggered and skill\\\\_executed"
+      },
+      {
+        "id": "ART-4206_KNOWLEDGE_NODE-14",
+        "title": "Agents async API | DevRev | Docs",
+        "text": "| ``` ### Error message This event indicates an error occurred during execution. ``` | | | | --- | --- | | 1 | { | | 2 | \"payload\": { | | 3 | \"ai_agent_response\": { | | 4 | \"agent\": \"don:core:dvrv-us-1:devo/xyz:ai_agent/123\", | | 5 | \"agent_response\": \"error\", | | 6 | \"client_metadata\": { | | 7 | /* your original metadata */ | | 8 | }, | | 9 | \"error\": { | | 10 | \"error\": \"Error description\" | | 11 | }, | | 12 | \"session\":"
+      },
+      {
+        "id": "ART-16749_KNOWLEDGE_NODE-1",
+        "title": "Troubleshooting Airdrop Mapping Error: \u201cSomething Went Wrong\u201d",
+        "text": "request\" } How to Fix: Refresh the page to load the latest blueprint and status versions. Complete your field mappings again. Submit the mappings \\xe2\\x80\\x94 the request should now succeed.'"
+      },
+      {
+        "id": "ART-4206_KNOWLEDGE_NODE-20",
+        "title": "Agents async API | DevRev | Docs",
+        "text": "occurred | | 49 | sendToClient(conversationId, { | | 50 | type: \"agent_error\", | | 51 | error: event.payload.ai_agent_response.error.error, | | 52 | }); | | 53 | } | | 54 | | | 55 | res.status(200).send(\"OK\"); | | 56 | }); | ``` ##### Using WebSockets or Server-Sent Events can provide real-time updates to your UI as events are received. ### Talk to agent node in workflows ##### This is in early access, please contact support to have it enabled for you. If"
+      },
+      {
+        "id": "ART-16749_KNOWLEDGE_NODE-0",
+        "title": "Troubleshooting Airdrop Mapping Error: \u201cSomething Went Wrong\u201d",
+        "text": "b'This error usually occurs when the mapping request is sent with stale data. It happens when the blueprint or status version in your browser is outdated compared to the server. To confirm: Open the Network tab in your browser\\xe2\\x80\\x99s developer tools. Check the response to the low-code POST request. Response should look like this:{ \"message\": \"recipe-manager-RecipeManagerInvalidArgument-Unspecified: blueprint or status version changed: was 9_9 on the server and 8_8 in the"
+      },
+      {
+        "id": "ART-12393_KNOWLEDGE_NODE-15",
+        "title": "Troubleshooting | Workflows | Computer by DevRev | DevRev",
+        "text": "[Custom field migration](/docs/automations/custom-field-migration) - [Slack scraper](/docs/automations/slack-scraper) - [Slack Broadcaster](/docs/automations/slack-broadcaster) - [Reported by enricher](/docs/automations/ticket-reported-by) - [Ticket approval workflow](/docs/automations/ticket-approval-workflow) - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync) - [Slack message agent](/docs/automations/slack-message-agent)"
+      },
+      {
+        "id": "ART-4231_KNOWLEDGE_NODE-6",
+        "title": "Get Chat (POST) (Beta) \u2014 DevRev | Docs",
+        "text": "63| \"status\": \"failed\", 64| \"sync_date\": \"sync_date\", 65| \"sync_unit\": { 66| \"id\": \"id\", 67| \"external_system_type\": \"adaas\", 68| \"is_archived\": true, 69| \"name\": \"name\", 70| \"sync_run\": {}, 71| \"sync_type\": \"manual\" 72| } 73| }, 74| \"origin_system\": \"origin_system\" 75| }, 76| \"title\":"
+      }
+    ]
+  },
+  {
+    "query_id": "04caf277-77d6-4bab-9409-739686bb6a63",
+    "query": "change and customize chat design",
+    "retrievals": [
+      {
+        "id": "ART-3109_KNOWLEDGE_NODE-29",
+        "title": "Plug widget customization | Computer for Your Customers | DevRev",
+        "text": "go to **Settings > Support > Plug Chat > Layout** through the settings icon on the top-left corner. 2. Select **Add a Card** and enter a title, description, image, and redirect URL. 3. Click **Save and Publish** in the top-right corner. The new card is visible in your Plug widget. Want to add more personalization to your Plug widget? Create your own. Visit [SDK Methods and Customization](https://developer.devrev.ai/sdks/web/customize) to create your own Plug from the ground"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-5",
+        "title": "Install PLuG chat on your website",
+        "text": "Jul 06 to Jul 19, 2023 Jun 20 to Jul 05, 2023 Jun 05 to Jun 19, 2023 May 22 to Jun 05, 2023 Apr 22 to May 22, 2023 Developer DevRevU On this page Integration code Unique app ID Setup for HTML Setup for React Install PLuG chat on your website. There are two primary methods to customize PLuG chat. The easiest way is to do so through the app by navigating to Settings > Support > PLuG Settings > Configuration, Styling and Layout Tabs.. For detailed descriptions of the parameters, refer"
+      },
+      {
+        "id": "ART-3109_KNOWLEDGE_NODE-25",
+        "title": "Plug widget customization | Computer for Your Customers | DevRev",
+        "text": "Plug widget to reflect your unique identity truly. To configure the appearance of your Plug widget, open your DevRev app and navigate to **Settings > Support > Plug Chat > Configuration, Styling, and Layout**. ### Configuration * Hide Plug widget: Hide the Plug Widget on specific URLs by clicking **+ Rule** and adding the URLs you want to configure. ### Styling * Launcher logo: The image that's visible as your widget icon. A 20-pixel square image is recommended. * Alignment: The"
+      },
+      {
+        "id": "ART-1466_KNOWLEDGE_NODE-20",
+        "title": "Methods \u2014 DevRev | Docs",
+        "text": "plugSDK. toggleTheme ( \\' light | dark \\' ) ; Calling toggleTheme() switches between the current themes. Specifying a theme as a parameter allows you to toggle directly to that specific theme. The theme specified in this method takes precedence over the theme configured in the PLuG settings in your DevRev app. Toggle widget. The toggleWidget method allows you to control the visibility of the PLuG chat widget. Passing true opens the chat widget. Passing false closes the chat"
+      },
+      {
+        "id": "ART-4167_KNOWLEDGE_NODE-2",
+        "title": "Computer for Your Customers: AI Self-Service Support | DevRev",
+        "text": "For issues that require a human touch, it easily hands off to your team. Customizable voice and interface Computer doesn\\xe2\\x80\\x99t just talk the talk, it walks the walk too. Customize Computer's style to match your brand, colors, and design. ![]() Omni-channel support Guarantee a consistent customer experience by deploying the same agent across email, Slack, and anywhere else customers contact you. ![]() Seamless escalation When an issue warrants expert attention,"
+      },
+      {
+        "id": "ART-15799_KNOWLEDGE_NODE-2",
+        "title": "Computer for Your Customers: AI Self-Service Support | DevRev",
+        "text": "For issues that require a human touch, it easily hands off to your team. Customizable voice and interface Computer doesn\\xe2\\x80\\x99t just talk the talk, it walks the walk too. Customize Computer's style to match your brand, colors, and design. ![]() Omni-channel support Guarantee a consistent customer experience by deploying the same agent across email, Slack, and anywhere else customers contact you. ![]() Seamless escalation When an issue warrants expert attention,"
+      },
+      {
+        "id": "ART-12974_KNOWLEDGE_NODE-0",
+        "title": "Update Chat \u2014 DevRev | Docs",
+        "text": "b'[](/public/api-reference/chats/update) Public [API Reference](/public/api-reference/getting-started)[Chats](/public/api-reference/chats/create) # Update Chat POST https://api.devrev.ai/chats.update Try it Updates a chat\\xe2\\x80\\x99s information. ### Request This endpoint expects an object. dm Show 8 properties OR none Show 6 properties ### Response Success. chatobject Show property ### Errors 400 Bad Request"
+      },
+      {
+        "id": "ART-15306_KNOWLEDGE_NODE-0",
+        "title": "Update Chat | DevRev | Docs",
+        "text": "b'Update Chat | DevRev | Docs [![]()![]()](https://developer.devrev.ai/) Public Public Search `/` [API Reference](/api-reference/getting-started)[chats](/api-reference/chats/create) Update Chat =========== Copy page POST https://api.devrev.ai/chats.update POST /chats.update ``` | | | | --- | --- | | $ | curl -X POST https://api.devrev.ai/chats.update \\\\ | | > | -H \"Authorization: Bearer <token>\" \\\\ | | > | -H \"Content-Type: application/json\" \\\\ | |"
+      },
+      {
+        "id": "ART-15509_KNOWLEDGE_NODE-10",
+        "title": "Methods | DevRev | Docs",
+        "text": "`dark`. ``` | | | | --- | --- | | 1 | window.plugSDK.toggleTheme(\\'light | dark\\'); | ``` Calling `toggleTheme()` switches between the current themes. Specifying a theme as a parameter allows you to toggle directly to that specific theme. ##### The theme specified in this method takes precedence over the theme configured in the Plug settings in your DevRev app. Toggle widget ------------- The `toggleWidget` method allows you to control the visibility of the Plug chat"
+      },
+      {
+        "id": "ART-2898_KNOWLEDGE_NODE-15",
+        "title": "Android integration \u2014 DevRev | Docs",
+        "text": "to tailor its appearance to your application\\xe2\\x80\\x99s design. [code] 1| android:src=\"@your_drawable_here\" ---|--- [/code] and [code] 1| android:backgroundTint=\"@your_background_color\" ---|--- [/code] At this stage, your app is fully configured to utilize all functionalities of the DevRev PLuG SDK. Pressing the support button directs the user to the chat interface, enabling effective interaction and support. ## Analytics The DevRev SDK"
+      }
+    ]
+  },
+  {
+    "query_id": "a929fcbe-9627-402e-9aa1-8535a766a594",
+    "query": "Vista export as CSV error invalid_field sort_groups_by",
+    "retrievals": [
+      {
+        "id": "ART-1652_KNOWLEDGE_NODE-150",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "Optional The iteration mode to use, otherwise if not set, then \"after\" is used. Allowed values: after before sort_by string Optional Comma-separated fields to sort the groups by. Response. This endpoint returns an object. groups list of objects The list of groups. Show 11 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to"
+      },
+      {
+        "id": "ART-1303_KNOWLEDGE_NODE-155",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "Optional The iteration mode to use, otherwise if not set, then \"after\" is used. Allowed values: after before sort_by string Optional Comma-separated fields to sort the groups by. Response. This endpoint returns an object. groups list of objects The list of groups. Show 11 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to"
+      },
+      {
+        "id": "ART-1639_KNOWLEDGE_NODE-150",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "Optional The iteration mode to use, otherwise if not set, then \"after\" is used. Allowed values: after before sort_by string Optional Comma-separated fields to sort the groups by. Response. This endpoint returns an object. groups list of objects The list of groups. Show 11 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to"
+      },
+      {
+        "id": "ART-1302_KNOWLEDGE_NODE-157",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "integer Optional The maximum number of groups to return. The default is \\'50\\'. member_type \"dev_user\" or \"rev_user\" Optional Filters the groups on basis of member type. Allowed values: dev_user rev_user mode \"after\" or \"before\" Optional The iteration mode to use, otherwise if not set, then \"after\" is used. Allowed values: after before sort_by string Optional Comma-separated fields to sort the groups by. Response. This endpoint returns an object. groups list of objects The list"
+      },
+      {
+        "id": "ART-1302_KNOWLEDGE_NODE-161",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "will always be returned in the specified sort-by order. sort_by list of strings Optional Comma-separated fields to sort the groups by. Response. This endpoint returns an object. groups list of objects The list of groups. Show 11 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to iterate preceding results in accordance to the"
+      },
+      {
+        "id": "ART-15465_KNOWLEDGE_NODE-6",
+        "title": "List Vistas Groups (POST) | DevRev | Docs",
+        "text": "values:afterbefore modified\\\\_dateobjectOptional Provides ways to specify date ranges on objects. Show 2 variants parent\\\\_idlist of stringsOptional Parent ID of the vista group item. sort\\\\_bylist of stringsOptional Comma-separated fields to sort the objects by. start\\\\_dateobjectOptional Provides ways to specify date ranges on objects. Show 2 variants statelist of enumsOptional Denotes the state of the vista group item. Allowed"
+      },
+      {
+        "id": "ART-1652_KNOWLEDGE_NODE-153",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "iteration mode to use. If \"after\", then entries after the provided cursor will be returned, or if no cursor is provided, then from the beginning. If \"before\", then entries before the provided cursor will be returned, or if no cursor is provided, then from the end. Entries will always be returned in the specified sort-by order. sort_by list of strings Optional Comma-separated fields to sort the groups by. Response. This endpoint returns an object. groups list of objects The list of"
+      },
+      {
+        "id": "ART-1509_KNOWLEDGE_NODE-152",
+        "title": "Prepare \u2014 DevRev | Docs",
+        "text": "Optional The iteration mode to use, otherwise if not set, then \"after\" is used. Allowed values: after before sort_by string Optional Comma-separated fields to sort the groups by. Response. This endpoint returns an object. groups list of objects The list of groups. Show 11 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to"
+      },
+      {
+        "id": "ART-15483_KNOWLEDGE_NODE-8",
+        "title": "List Vistas | DevRev | Docs",
+        "text": "values shared\\\\_with.memberstringOptional`format: \"id\"` ID of the group/member with whom the item is shared. shared\\\\_with.rolestringOptional`format: \"id\"` Role ID of the group/member with whom the item is shared. skip\\\\_itemsbooleanOptional Denotes whether to skip items of vista\\\\_group\\\\_item in response. sort\\\\_bylist of stringsOptional Fields to sort the vistas by and the direction to sort them. statelist of enumsOptional Denotes the state of the vista group"
+      },
+      {
+        "id": "ART-15481_KNOWLEDGE_NODE-5",
+        "title": "List Vistas Groups | DevRev | Docs",
+        "text": "stringsOptional Comma-separated fields to sort the objects by. statelist of enumsOptional Denotes the state of the vista group item. Allowed values:activecompletedplanned typelist of enumsOptional Filters for vista group items of the specific type. Allowed values:curateddynamic ### Response The response to listing the vistas group items. next\\\\_cursorstring or null`format: \"text\"` The cursor used to iterate subsequent results in accordance to the sort order. If"
+      }
+    ]
+  },
+  {
+    "query_id": "9e47d6d0-487f-42aa-a3cc-0409522c3daf",
+    "query": "accounts.export API filter by created date after",
+    "retrievals": [
+      {
+        "id": "ART-1302_KNOWLEDGE_NODE-8",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "\" : \" value \" 3 } API Reference accounts Export. GET https:// api.devrev.ai / accounts.export Exports a collection of accounts. Query parameters. created_by string Optional Filters for accounts created by the specified user(s). created_date.after datetime Optional Filters for objects created after the provided timestamp (inclusive). created_date.before datetime Optional Filters for objects created before the provided timestamp (inclusive). custom_fields map from strings to any"
+      },
+      {
+        "id": "ART-1303_KNOWLEDGE_NODE-6",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "exported accounts. Show 18 properties GET / accounts.export $ curl -G https://api.devrev.ai/accounts.export \\\\ > -H \" Authorization: Bearer <token> \" \\\\ > --data-urlencode created_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode created_date.before=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.before=2023-01-01T12:00:00Z 200 Retrieved 1 { 2 \" accounts \" : [ 3 { 4 \" created_date \" : \" 2023-01-01T12:00:00Z \" , 5 \""
+      },
+      {
+        "id": "ART-1302_KNOWLEDGE_NODE-11",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "accounts.export $ curl -G https://api.devrev.ai/accounts.export \\\\ > -H \" Authorization: Bearer <token> \" \\\\ > --data-urlencode created_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode created_date.before=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.before=2023-01-01T12:00:00Z 200 Retrieved 1 { 2 \" accounts \" : [ 3 { 4 \" created_date \" : \" 2023-01-01T12:00:00Z \" , 5 \" display_id \" : \" display_id \" , 6 \" id \" : \""
+      },
+      {
+        "id": "ART-1652_KNOWLEDGE_NODE-3",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "delete. Response. This endpoint returns a map from strings to any. API Reference accounts Export. GET https:// api.devrev.ai / accounts.export Exports a collection of accounts. Query parameters. created_by string Optional Filters for accounts created by the specified user(s). created_date.after datetime Optional Filters for objects created after the provided timestamp (inclusive). created_date.before datetime Optional Filters for objects created before the provided timestamp"
+      },
+      {
+        "id": "ART-1804_KNOWLEDGE_NODE-3",
+        "title": "Self \u2014 DevRev | Docs",
+        "text": "delete. Response. This endpoint returns a map from strings to any. API Reference accounts Export. GET https:// api.devrev.ai / accounts.export Exports a collection of accounts. Query parameters. created_by string Optional Filters for accounts created by the specified user(s). created_date.after datetime Optional Filters for objects created after the provided timestamp (inclusive). created_date.before datetime Optional Filters for objects created before the provided timestamp"
+      },
+      {
+        "id": "ART-1825_KNOWLEDGE_NODE-3",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "delete. Response. This endpoint returns a map from strings to any. API Reference accounts Export. GET https:// api.devrev.ai / accounts.export Exports a collection of accounts. Query parameters. created_by string Optional Filters for accounts created by the specified user(s). created_date.after datetime Optional Filters for objects created after the provided timestamp (inclusive). created_date.before datetime Optional Filters for objects created before the provided timestamp"
+      },
+      {
+        "id": "ART-1801_KNOWLEDGE_NODE-3",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "delete. Response. This endpoint returns a map from strings to any. API Reference accounts Export. GET https:// api.devrev.ai / accounts.export Exports a collection of accounts. Query parameters. created_by string Optional Filters for accounts created by the specified user(s). created_date.after datetime Optional Filters for objects created after the provided timestamp (inclusive). created_date.before datetime Optional Filters for objects created before the provided timestamp"
+      },
+      {
+        "id": "ART-1588_KNOWLEDGE_NODE-3",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "delete. Response. This endpoint returns a map from strings to any. API Reference accounts Export. GET https:// api.devrev.ai / accounts.export Exports a collection of accounts. Query parameters. created_by string Optional Filters for accounts created by the specified user(s). created_date.after datetime Optional Filters for objects created after the provided timestamp (inclusive). created_date.before datetime Optional Filters for objects created before the provided timestamp"
+      },
+      {
+        "id": "ART-1781_KNOWLEDGE_NODE-3",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "delete. Response. This endpoint returns a map from strings to any. API Reference accounts Export. GET https:// api.devrev.ai / accounts.export Exports a collection of accounts. Query parameters. created_by string Optional Filters for accounts created by the specified user(s). created_date.after datetime Optional Filters for objects created after the provided timestamp (inclusive). created_date.before datetime Optional Filters for objects created before the provided timestamp"
+      },
+      {
+        "id": "ART-1823_KNOWLEDGE_NODE-3",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "delete. Response. This endpoint returns a map from strings to any. API Reference accounts Export. GET https:// api.devrev.ai / accounts.export Exports a collection of accounts. Query parameters. created_by string Optional Filters for accounts created by the specified user(s). created_date.after datetime Optional Filters for objects created after the provided timestamp (inclusive). created_date.before datetime Optional Filters for objects created before the provided timestamp"
+      }
+    ]
+  },
+  {
+    "query_id": "5a83d35e-d1ba-4feb-b778-53b294f3bb0e",
+    "query": "Sales One App not visible after login",
+    "retrievals": [
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-29",
+        "title": "Support queries related playbook",
+        "text": "objects and their instances. Sometimes, new custom object types or instances may not appear immediately in the UI\\xe2\\x80\\x94try refreshing or logging out and back in. If you still can\\xe2\\x80\\x99t find it, check if the custom object is filtered out by any active UI filters or if it\\xe2\\x80\\x99s in a different workspace. If the issue persists, it could be a UI sync or indexing delay. Escalate to engineering with the custom object\\xe2\\x80\\x99s name, schema, and instance details for"
+      },
+      {
+        "id": "ART-4255_KNOWLEDGE_NODE-33",
+        "title": "DevRev SDK for Android \u2014 DevRev | Docs",
+        "text": "**Solution** : Confirm that user identification is performed before using the `showSupport()` function or XML button. * **Issue** : Incorrect operation due to `App ID` and `secret` misconfiguration. **Solution** : Ensure correct functionality by double-checking that both `App ID` and `secret` values are accurately configured in your application or sample app. Was this page helpful?YesNo [DevRev SDK for iOSUp Next](/public/sdks/ios) [Built"
+      },
+      {
+        "id": "ART-17569_KNOWLEDGE_NODE-0",
+        "title": "Issues with Salesforce OAuth connection",
+        "text": "b'\"Starting in early September 2025, Salesforce will restrict the use of uninstalled connected apps. This usage restriction will block end users from using uninstalled connected apps. This change is part of Salesforce\\'s commitment to making our products and services secure-by-default.\" [Prepare for Connected App Usage Restrictions Change](https://help.salesforce.com/s/articleView?id=005132365&type=1) \"If API Access control isn\\xe2\\x80\\x99t enabled, end users see the following error"
+      },
+      {
+        "id": "ART-16263_KNOWLEDGE_NODE-37",
+        "title": "Confluence Datacenter AirSync | AirSync | Snap-ins | DevRev",
+        "text": "Confluence links (anonymous content cannot be tracked or mapped) Enabling the upload app button ------------------------------ If you do not see the **Upload App** button in Confluence Datacenter, it may be due to permission restrictions or feature disablement by your admin. To enable it: 1. Ensure you are logged in as a **Confluence Administrator**. 2. Go to **Administration > Add-ons > Upload App**. 3. If the button is still not available: * Contact your system administrator"
+      },
+      {
+        "id": "ART-2898_KNOWLEDGE_NODE-34",
+        "title": "Android integration \u2014 DevRev | Docs",
+        "text": "due to `App ID` and `secret` misconfiguration. **Solution** : Ensure correct functionality by double-checking that both `App ID` and `secret` values are accurately configured in your application or sample app. Was this page helpful?YesNo [iOS integrationUp Next](/public/sdks/mobile/ios) [Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai) '"
+      },
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-28",
+        "title": "Support queries related playbook",
+        "text": "phone number works. If the \\xe2\\x80\\x9cVerify\\xe2\\x80\\x9d button is unresponsive, check for browser extensions or blockers. If none of these work, escalate with user details, device/browser info, and a timestamp for engineering to investigate.Customization and Development 1. Finding the created instance of the custom object in the devrev UI\" Double-check that the custom object schema is published and not in draft mode. Make sure you have the right permissions to view custom"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-43",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "with that email or not. + This could also be because your customer hasn't logged in. * Customer isn't able to view the tickets they have created. + Check if there are any reported tickets by that customer. You can do so by logging into your DevRev app and then going into the tickets section. Here you can filter based on **reported by** and see if any tickets have been reported by the customer who isn't able to view the tickets. + Check if the customer has logged in on the correct"
+      },
+      {
+        "id": "ART-17569_KNOWLEDGE_NODE-2",
+        "title": "Issues with Salesforce OAuth connection",
+        "text": "connection: Open a Support Case w/ SFDC Support. Ask to have the API Access Control feature enabled Once enabled, go to the system user in SFDC and select the appropriate profle/permission set and go to System Permissions. Check the box that says \"Use Any API client\" This is a setting that wouldn\\'t be available without the API Access Control feature. Retry creating the connection after you\\'ve completed the previous steps.'"
+      },
+      {
+        "id": "ART-17569_KNOWLEDGE_NODE-1",
+        "title": "Issues with Salesforce OAuth connection",
+        "text": "message in the UI if they try to access an uninstalled app: \\xe2\\x80\\x9cWe can\\xe2\\x80\\x99t authorize you because of an OAuth error. For more information, contact your Salesforce administrator.\\xe2\\x80\\x9d and the OAUTH_APPROVAL_ERROR_GENERIC message.\" Due to this, customers may experience issues when trying to create a new Salesforce connection and install the DevRev app on their Salesforce instance. Read more about this on the shared article above. Follow the next steps to enable the"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-44",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "URL and not on the support portal of some other customer. * Customer admin isn't able to see all the tickets of the organization. + This could happen if the customer isn't logged in on the correct URL. If the customer is logged in on the correct URL, then check if there are any tickets that are reported by the other customers in that organization or not. Check if the customer is added as a customer admin or not by logging in to your DevRev application. * You are not able to add customer"
+      }
+    ]
+  },
+  {
+    "query_id": "a03f6885-a997-4546-bd74-be98466da2d9",
+    "query": "linking tickets and issues for analytics",
+    "retrievals": [
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-28",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "conversations against standalone tickets. * **Tickets linked to issues** The percentage of tickets linked to product issues. * **Active tickets by owner** The number of Open or In Progress tickets grouped by owner. * **Tickets created vs. closed** The trend of tickets created against those closed. Customer satisfaction (CSAT) ---------------------------- * **CSAT score distribution** A distribution of customer satisfaction scores on tickets. Time spent per"
+      },
+      {
+        "id": "ART-12390_KNOWLEDGE_NODE-40",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "response on success | | LinkIncidentWithIssue | Creates a link between an incident and an issue. | * source: Incident ID * link\\\\_type: Type of link (usually \"is\\\\_dependent\\\\_on\") * target: Issue ID | Empty response on success | | LinkIssueWithIssue | Creates a link between two issues. | * source: Source issue ID * link\\\\_type: Type of link * target: Target issue ID | Empty response on success | | LinkTicketWithIssue | Creates a link between a ticket and an issue. | * source: Ticket ID *"
+      },
+      {
+        "id": "ART-1947_KNOWLEDGE_NODE-37",
+        "title": "Apps | Computer by DevRev | DevRev",
+        "text": "Ticket | Open the issue and click **Tickets > + Link tickets**. Either create a new ticket or select an existing ticket. | | Issue \\xe2\\x86\\x92 Issue | Open the issue and click **Issues > + Link issues**. Either create a new issue or select an existing issue. | | Conversation | Ticket | Issue | | --- | --- | --- | | | | > | To delete a ticket or issue, select the work item in the list view and click the **Delete** icon in the taskbar that appears. ![]() [PreviousCore"
+      },
+      {
+        "id": "ART-1947_KNOWLEDGE_NODE-36",
+        "title": "Apps | Computer by DevRev | DevRev",
+        "text": "Conversations can be immediately linked to a ticket, a ticket to an issue and subsequently to a part (product capabilities and features). | Link | Control | | --- | --- | | Conversation \\xe2\\x86\\x92 Ticket | Open the conversation and click **Tickets > + Link tickets**. Either create a new ticket or select an existing ticket. | | Ticket \\xe2\\x86\\x92 Issue | Open the ticket and click **Issues > + Link issues**. Either create a new issue or select an existing issue. | | Issue \\xe2\\x86\\x92"
+      },
+      {
+        "id": "ART-1947_KNOWLEDGE_NODE-34",
+        "title": "Apps | Computer by DevRev | DevRev",
+        "text": "necessary. > Example: \"Feature A on product Y exhibited unexpected behavior. This is a defect and needs to be fixed.\" Tickets and issues are linked in many-to-many relationships. It may require multiple issues to resolve a ticket, or one issue may resolve multiple tickets if different external users experience and describe the same behavior in different ways. Work/state relationships ------------------------ The following figure shows how the various work object types"
+      },
+      {
+        "id": "ART-16189_KNOWLEDGE_NODE-7",
+        "title": "FOSSA\u2019s Unified Support Strategy for Elevated Customer Experience",
+        "text": "Computer CX Agent for in-app customer support * Deployed advanced dashboards and analytics with Computer for User Insights A major breakthrough was the ability to sync issues **both ways** between JIRA and DevRev, streamlining collaboration: Being able to link issues from JIRA back to DevRev, not just the other way around, is a huge time saver. We reduced our backlog by about a hundred tickets through this cleanup. We've come a long way, and efficiency has really been going"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-39",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "other tickets or issues that relate to this ticket, click **Link Records** and select the relevant items. 7. If you would like to immediately create another ticket, select **Create multiple**. 8. Click **Create**. If a ticket is created from an existing conversation, then the ticket's title and description are populated automatically from the conversation. ![]() You can create a child issue by clicking **+ Link issue** > **Add a child issue**. You can link the other existing issue as"
+      },
+      {
+        "id": "ART-4184_KNOWLEDGE_NODE-4",
+        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev",
+        "text": "analytics](/docs/product/support-analytics) - [Conversation insights](/docs/dashboards/conversation-insights) - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics) - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance) - [Ticket insights](/docs/dashboards/ticket-insights) - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics) - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance) +"
+      },
+      {
+        "id": "ART-2874_KNOWLEDGE_NODE-26",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "text": "> **Ticket Issue Field Migrator** > **Configure**. 2. Specify the **Field Names** to migrate values from the ticket to the issue when fields are empty or undefined. 3. Click **Save** and **Install** to complete the setup. 4. Link an issue to a ticket to begin the migration of values from the ticket fields to the issue fields. 5. After the migration process is complete, you will receive a summary message in the snap-in **Discussion** tab, informing you of the number of fields processed,"
+      },
+      {
+        "id": "ART-1969_KNOWLEDGE_NODE-28",
+        "title": "Computer for Support Teams | DevRev",
+        "text": "engineers. To get a list of the available commands, type / in a conversation response text box. \\xf0\\x9f\\x8e\\xab Tickets --------- The benefit of Computer by DevRev is that conversations can be linked to support [tickets](../product/tickets), and tickets can be linked to build issues. This [linkage](../product/apps) means that all work can be traced back to customer concerns or requests. Slash commands are available in tickets to provide AI assistance to customer experience engineers."
+      }
+    ]
+  },
+  {
+    "query_id": "898a4513-a682-43d5-acb5-9413bbd28ab5",
+    "query": "Data residency compliance for international customers",
+    "retrievals": [
+      {
+        "id": "ART-12476_KNOWLEDGE_NODE-1",
+        "title": "The Future of Sessions - Powered By DevRev",
+        "text": "designed to meet GDPR and SOC 2 compliance requirements, with controls in place to support your data privacy needs. Advanced enterprise login: Seamless SAML compliance for all enterprise logins regardless of your SSO provider. Regional data residency options: We offer data residency options in Europe, Australia, US East (Virginia), and India, with logical data isolation and access control features. Self-serve user management: Easily add or remove users from your workspace and manage"
+      },
+      {
+        "id": "ART-15620_KNOWLEDGE_NODE-4",
+        "title": "Intercom - Competitive - for the PLuG on website",
+        "text": "Mature partner ecosystem and app marketplace Implementation : Out-of-the-box offerings for Zendesk or Salesforce Weakness : Slow and clunky deployment for other systems of record Enterprise Readiness Position : Capable but with geographic limitations Strength : Building mature partner ecosystem for enterprise use cases Critical Limitation : Fin data residency only available in US, EU, and Australia Impact : Major barrier for BFSI companies due to government regulations"
+      },
+      {
+        "id": "ART-15620_KNOWLEDGE_NODE-15",
+        "title": "Intercom - Competitive - for the PLuG on website",
+        "text": "Mature partner ecosystem and app marketplace development Intercom Weakness : Limited data residency options (US, EU, AU only) restricting BFSI adoption DevRev Opportunity : Address geographic compliance requirements Intercom cannot serve Scalability Comparison Intercom Challenge : Users report scaling difficulties requiring costly upgrades and custom development DevRev Advantage : Unlimited scale and customizability providing enterprise flexibility Market Perception : Intercom\\'s"
+      },
+      {
+        "id": "ART-4174_KNOWLEDGE_NODE-10",
+        "title": "Data Processing Agreement | DevRev",
+        "text": "data privacy laws. To support this commitment, we use industry-standard frameworks and legal instruments to facilitate the lawful and secure transfer of personal data across borders. ### EU Standard Contractual Clauses (SCCs) For data transfers involving EU-based users, DevRev relies on the EU Standard Contractual Clauses (SCCs). These clauses, approved by the European Commission, provide contractual safeguards to ensure that personal data transferred outside the European Economic Area"
+      },
+      {
+        "id": "ART-4174_KNOWLEDGE_NODE-9",
+        "title": "Data Processing Agreement | DevRev",
+        "text": "behalf, as well as explanations on how such parties safeguard your data. * **Standard Contractual clauses and other country specific clauses:** Our DPA also includes the EU Commission's Standard Contractual clausesand other country specific clauses for transferring and processing data outside of the EEA, UK and USA. ### How does DevRev handle International Data transfers? At DevRev, we understand the importance of securely managing international data transfers in compliance with global"
+      },
+      {
+        "id": "ART-888_KNOWLEDGE_NODE-42",
+        "title": "Privacy Policy",
+        "text": "spaces under your sole control.How we transfer information we collect internationallyInternational transfers of information we collectWe collect information globally and may transfer, process and store your information outside of your country of residence, to wherever we or our third-party service providers operate for the purpose of providing you the Services. Whenever we transfer your information, we take steps to protect it.International transfers within the DevRev Companies: To facilitate"
+      },
+      {
+        "id": "ART-888_KNOWLEDGE_NODE-44",
+        "title": "Privacy Policy",
+        "text": "protection clauses, which have been largely adopted by countries worldwide or other appropriate legal mechanisms to safeguard the transfer.International transfers to third parties: Some of the third parties described in this privacy policy, which provide services to us under contract, are based in other countries that may not have equivalent privacy and data protection laws to the country in which you reside. When we share information of customers in the European Economic Area, the UK, or"
+      },
+      {
+        "id": "ART-4174_KNOWLEDGE_NODE-11",
+        "title": "Data Processing Agreement | DevRev",
+        "text": "(EEA) is adequately protected, even when transferred to countries that may not offer an equivalent level of data protection. ### UK-Specific Clauses Following Brexit, we also apply tailored safeguards for personal data transferred from the United Kingdom. We leverage the UK\\xe2\\x80\\x99s International Data Transfer Addendum to the EU SCCs, which ensures compliance with UK-specific data transfer requirements and aligns with the standards established by the UK\\xe2\\x80\\x99s Information"
+      },
+      {
+        "id": "ART-4174_KNOWLEDGE_NODE-8",
+        "title": "Data Processing Agreement | DevRev",
+        "text": "we implement to keep your data secure, such as encryption, access controls, and regular security audits. * **Data Subject Rights:** Information on how we support you in responding to requests from individuals to exercise their rights under data protection laws. * **Data Transfer:** Terms regarding international data transfers, ensuring compliance with GDPR and other regulatory frameworks. * **Subprocessors:** A list of any third parties we partner we engage in order to process data on your"
+      },
+      {
+        "id": "ART-888_KNOWLEDGE_NODE-43",
+        "title": "Privacy Policy",
+        "text": "our global operations, we transfer information globally and allow access to that information from countries in which the DevRev owned or operated companies and have operations for the purposes described in this policy. These countries may not have equivalent privacy and data protection laws to the laws of many of the countries where our customers and users are based. When we share information about you within and among DevRev corporate affiliates, we make use of standard contractual data"
+      }
+    ]
+  },
+  {
+    "query_id": "9f3be4d0-e1ae-46c5-be4f-b02edea516fb",
+    "query": "declarative pathing within the bot",
+    "retrievals": [
+      {
+        "id": "ART-16689_KNOWLEDGE_NODE-5",
+        "title": "DevRev Careers | Member of Technical Staff",
+        "text": "DevRev, tailoring the product to their workflows. * **Embedded deeply configurable, data\\xe2\\x80\\x91driven UIs -** layouts, components, and visualizations can be reshaped end\\xe2\\x80\\x91to\\xe2\\x80\\x91end via declarative configuration. \\xe2\\x80\\xa6and we\\xe2\\x80\\x99re just getting started. If you care deeply about **craftsmanship**, **modular UI architecture**, and **world\\xe2\\x80\\x91class developer experience**, this is your playground. --- ### What You\\xe2\\x80\\x99ll Do *"
+      },
+      {
+        "id": "ART-2133_KNOWLEDGE_NODE-54",
+        "title": "The Essential Methodology: Less but Better",
+        "text": "we\\xe2\\x80\\x99ve mentioned before, this improves \\xef\\xac\\x82ow and deep work durations during the day in the life of a knowledge worker. The Essential Methodology also argues for reducing human work by getting intelligent bots to look up legacy systems, execute work\\xef\\xac\\x82ows, and notify people. Goal orientation in AI bots entails routing natural language intent to bot skills, which in turn have deterministic work\\xef\\xac\\x82ows attached to them. Page 14 of 16 The Essential"
+      },
+      {
+        "id": "ART-1961_KNOWLEDGE_NODE-30",
+        "title": "Workflows | Computer by DevRev | DevRev",
+        "text": "Action: Tasks that modify one or more objects in the system. * Control: Conditional (if-then) blocks to determine which actions to take based on an operand (variable) and an operator. * Delay: Wait to take an action. AI nodes -------- We provide several native AI nodes out of the box to enhance your workflows. **Spam checker** The spam checker takes the ID of a ticket or object and determines whether the ticket or conversation is spam. You can use this output in your workflows as"
+      },
+      {
+        "id": "ART-1961_KNOWLEDGE_NODE-34",
+        "title": "Workflows | Computer by DevRev | DevRev",
+        "text": "button toolbar. 4. Set your triggers. You can have multiple triggers within a single workflow. 5. To configure your workflow, utilize the data reference pane to select values from previous nodes. 6. Connect steps with multiple paths as needed, allowing for the management of complex workflows on one canvas. 7. To add conditional logic, use a control step. Select a value for the LHS; select the appropriate operator; and enter or select a value for the RHS, which can be a literal value"
+      },
+      {
+        "id": "ART-12391_KNOWLEDGE_NODE-29",
+        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev",
+        "text": "type that causes the agent to pause (for example, DevUser). | | additional\\\\_context (optional) | String | Additional context you want to pass to the agent for more personalized responses. You can also use variables from previous steps here. | ![]() * Each button creates a corresponding output port in the workflow. * When a button is clicked, the original message is updated to remove the buttons. * A confirmation message is added showing which option was"
+      },
+      {
+        "id": "ART-17649_KNOWLEDGE_NODE-3",
+        "title": "Leading APAC fintech transforms support with multi-instance AI solution",
+        "text": "both agents and customers * Complex requirements spanned agent, customer, and manager experiences * Need for sophisticated routing, views, dashboards, and deterministic bot flows The solution: switching to DevRev --------------------------------- The company chose DevRev for its Computer capabilities and customization features: * Implementation of multiple dev organizations within DevRev * Complete replacement of their previous Intercom-based support system * Implementation of"
+      },
+      {
+        "id": "ART-12391_KNOWLEDGE_NODE-27",
+        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev",
+        "text": "workflow. Now, your workflow runs whenever a conversation or a ticket gets created and it assigns it to an AI agent, which handles the conversation. No brittle rules. Find below a detailed explanation of all the fields needed to configure in the \"Talk to Agent\" Step | Parameter | Type | Description | | --- | --- | --- | | agent | String | ID of the AI agent to use. Use the dropdown to select one. | | object | String | ID of the conversation or ticket where the agent operate.s | |"
+      },
+      {
+        "id": "ART-17223_KNOWLEDGE_NODE-3",
+        "title": "Loading phases | DevRev | Docs",
+        "text": "return path; | | 20 | } | | 21 | | | 22 | const run = async (events: AirdropEvent[]) => { | | 23 | for (const event of events) { | | 24 | const file = getWorkerPerLoadingPhase(event); | | 25 | await spawn<LoaderState>({ | | 26 | event, | | 27 | initialState: initialLoaderState, | | 28 | workerPath: file, | | 29 | initialDomainMapping: { | | 30 | /* your initial domain mapping JSON here */ | | 31 | }, | | 32 | // options: {}, | | 33 | }); | | 34 | } | | 35 | }; | | 36 | | |"
+      },
+      {
+        "id": "ART-1976_KNOWLEDGE_NODE-2",
+        "title": "Routing | Computer for Support Teams | DevRev",
+        "text": "[Object customization](/docs/product/object-customization) + [Glossary \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://support.devrev.ai/devrev/article/ART-16784-glossary) + [Search](/docs/product/search) + [Workflows](/docs/product/workflow-engine) - [Workflow action library](/docs/product/action-library) - [Triggers](/docs/product/trigger-library) - [Conversational workflows](/docs/product/conversational-workflows) - [Workflow management](/docs/product/workflow-management)"
+      },
+      {
+        "id": "ART-12391_KNOWLEDGE_NODE-28",
+        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev",
+        "text": "visibility | Dropdown | Visibility of agent comments: internal or external. For customer-facing use cases it is external. | | panel | Dropdown | Panel for agent responses: CustomerChat. | | quick\\\\_replies (optional) | Array[String] | Preset reply options that display to users. | | respond\\\\_to\\\\_user\\\\_types | Array[String] | User types the agent engages with (for example, customer). For customer facing use cases it is customer. | | suspend\\\\_on\\\\_message\\\\_from (optional) | String | User"
+      }
+    ]
+  },
+  {
+    "query_id": "5e3a4b4a-89bf-4499-bf29-80f9d0420721",
+    "query": "resolution time grouped by Priority and Customer segment",
+    "retrievals": [
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-36",
+        "title": "Support queries related playbook",
+        "text": "the Dashboards section. Add a widget for \\xe2\\x80\\x9cTicket Resolution Time\\xe2\\x80\\x9d or \\xe2\\x80\\x9cAverage Time to Resolution.\\xe2\\x80\\x9d Configure the widget to display data by agent, team, or time period. Use filters to focus on specific ticket types, priorities, or customer segments. For more granular analysis, use a table or chart widget with custom SQL or filters. This will help you monitor and improve your team\\xe2\\x80\\x99s responsiveness.5. Configuring branding of the"
+      },
+      {
+        "id": "ART-1003_KNOWLEDGE_NODE-19",
+        "title": "Understanding a Support Lead's Pain Points and KPIs",
+        "text": "t.created_at) = EXTRACT(@period FROM CURRENT_DATE); -- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'. Average Resolution Time (ART) Definition The average time it takes to resolve a customer issue from the moment it\\xe2\\x80\\x99s reported. Calculation (Sum of resolution times for all resolved tickets) / (Total number of resolved tickets) SELECT AVG(TIMESTAMPDIFF(MINUTE, t.created_at, t.resolved_at)) AS"
+      },
+      {
+        "id": "ART-1004_KNOWLEDGE_NODE-7",
+        "title": "Understanding a Support Engineer's Pain Points and KPIs",
+        "text": "time it takes for a specific support engineer to resolve a customer issue from the moment it\\xe2\\x80\\x99s reported. Calculation (Sum of resolution times for all resolved tickets by the engineer) / (Total number of resolved tickets by the engineer) SELECT engineer_id, AVG(TIMESTAMPDIFF(MINUTE, t.created_at, t.resolved_at)) AS IndividualAverageResolutionTime FROM tickets t WHERE t.status = 'resolved' AND EXTRACT(@period FROM t.created_at) ="
+      },
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-25",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "insights =============== * **Tickets created** The number of tickets created within the date range that meet the other filtering criteria. * **Active tickets** The number of tickets that are in the Open or In Progress state. * **Closed tickets** The number of tickets closed within the date range that meet the other filtering criteria. * **Average resolution time** The average time taken to resolve tickets. * **Median resolution time** The median time taken to"
+      },
+      {
+        "id": "ART-1970_KNOWLEDGE_NODE-26",
+        "title": "Conversation-Team Performance | Support analytics | Computer for Support Teams | DevRev",
+        "text": "Conversations with SLA breaches with breach type for ticket owners. * **SLA breaches w.r.t. Customer Tier** Number of Conversations with SLA breaches per owner. * **Average Resolution Time** Indicates the average time taken to resolve requests for each conversation owner. [PreviousConversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)[NextTicket insights](/docs/dashboards/ticket-insights) [Enterprise grade security to protect customer data Learn more about"
+      },
+      {
+        "id": "ART-2695_KNOWLEDGE_NODE-27",
+        "title": "Operational-level agreement | Computer for Support Teams | DevRev",
+        "text": "**Metrics**. Install the [OLA metrics for issues](https://marketplace.devrev.ai/ola-metric-on-issues) snap-in as prompted to access the **Issue Resolution Time** metric, see [Defining OLA Metrics](#defining-ola-metrics) for details. 3. Click **Continue**. You can set breach and warning targets for **Issue Resolution Time** by selecting between calendar or business hours for calculation. Multiple policies can be created within an OLA, and they are applied based on priority if an issue meets"
+      },
+      {
+        "id": "ART-1003_KNOWLEDGE_NODE-20",
+        "title": "Understanding a Support Lead's Pain Points and KPIs",
+        "text": "AverageResolutionTime FROM tickets t WHERE t.status = 'resolved' AND EXTRACT(@period FROM t.created_at) = EXTRACT(@period FROM CURRENT_DATE); -- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'. Customer Satisfaction Score (CSAT) Definition A metric that gauges customer satisfaction with the support provided, typically collected through surveys. Calculation (Number of satisfied responses) / (Total number of responses) * 100"
+      },
+      {
+        "id": "ART-1004_KNOWLEDGE_NODE-6",
+        "title": "Understanding a Support Engineer's Pain Points and KPIs",
+        "text": "first responses by the engineer) SELECT engineer_id, AVG(TIMESTAMPDIFF(MINUTE, t.created_at, r.created_at)) AS IndividualFirstResponseTime FROM tickets t JOIN responses r ON t.id = r.ticket_id WHERE r.is_first_response = 1 AND EXTRACT(@period FROM t.created_at) = EXTRACT(@period FROM CURRENT_DATE) GROUP BY engineer_id; -- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'. Individual Average Resolution Time (ART) Definition The average"
+      },
+      {
+        "id": "ART-1707_KNOWLEDGE_NODE-7",
+        "title": "ICICI Prudential Life Insurance uses DevRev to slash resolution time by 95%",
+        "text": "trace, significantly accelerating the process of resolving these issues. The impact ---------- ### Slashed resolution time by 95% ICICI Prulife significantly streamlined its app issue resolution process. Previously, resolving app-related issues could take up to 48 hours, a time-consuming process that could impact user experience and operational efficiency. However, with DevRev\\'s solutions, they dramatically reduced this time to less than 2 hours. This marked improvement in resolution"
+      },
+      {
+        "id": "ART-16189_KNOWLEDGE_NODE-8",
+        "title": "FOSSA\u2019s Unified Support Strategy for Elevated Customer Experience",
+        "text": "up ![]() Manual A. HarnischVice President of Success & Support The impact: Unified knowledge, automated resolution, measurable results ----------------------------------------------------------------------- Since implementing DevRev, FOSSA has experienced transformative gains across operations. The unified system helped bridge silos and elevate support productivity: * 40% reduction in support-related headcount costs * 57% faster resolution time, now averaging 12d 1h *"
+      }
+    ]
+  },
+  {
+    "query_id": "9f26f4e6-a8e5-4813-ba95-36771c04c066",
+    "query": "add attributes in MSAT snap-in",
+    "retrievals": [
+      {
+        "id": "ART-1472_KNOWLEDGE_NODE-10",
+        "title": "Using a snap-in to perform an external action \u2014 DevRev | Docs",
+        "text": "outline the structure of the snap-in, the initial step is to define key attributes in the snap-in\\xe2\\x80\\x99s manifest. Begin by specifying the name, description, and account display name for the snap-in. [code] 1| version: \"2\" ---|--- 2| name: \"GitHub issue creator\" 3| description: \"Replicate DevRev issues in GitHub.\" 4| 5| service_account: 6| display_name: GitHub Issue Creator [/code]"
+      },
+      {
+        "id": "ART-1276_KNOWLEDGE_NODE-6",
+        "title": "Using a snap-in to perform an external action | DevRev | Docs",
+        "text": "manifest To outline the structure of the snap-in, the initial step is to define key attributes in the snap-in\\xe2\\x80\\x99s manifest. Begin by specifying the name, description, and account display name for the snap-in. ``` | | | | --- | --- | | 1 | version: \"2\" | | 2 | name: \"GitHub issue creator\" | | 3 | description: \"Replicate DevRev issues in GitHub.\" | | 4 | | | 5 | service_account: | | 6 | display_name: GitHub Issue Creator"
+      },
+      {
+        "id": "ART-1278_KNOWLEDGE_NODE-6",
+        "title": "Snap-in triggered by an external source | DevRev | Docs",
+        "text": "discussion tab of the specified Product section. The configuration for this action can be customized through the input parameters of the snap-in. [2](/snapin-development/tutorials/triggered-external-source#creating-the-snap-in) ### Creating the snap-in #### Updating the manifest To outline the structure of the snap-in, the initial step is to define key attributes in the snap-in\\xe2\\x80\\x99s manifest. Begin by specifying the name, description, and account display name for the"
+      },
+      {
+        "id": "ART-1473_KNOWLEDGE_NODE-9",
+        "title": "Snap-in triggered by an external source \u2014 DevRev | Docs",
+        "text": "displaying them on the discussion tab of the specified Product section. The configuration for this action can be customized through the input parameters of the snap-in. [2](/public/snapin-development/tutorials/triggered-external-source#creating-the-snap-in) ### Creating the snap-in #### Updating the manifest To outline the structure of the snap-in, the initial step is to define key attributes in the snap-in\\xe2\\x80\\x99s manifest. Begin by specifying the name, description, and"
+      },
+      {
+        "id": "ART-1490_KNOWLEDGE_NODE-53",
+        "title": "Snap-in manifest \u2014 DevRev | Docs",
+        "text": "as: [code] 1| inputs: ---|--- 2| organization: 3| - name: <The name of the input.> 4| description: <A description of the functions of this input.> 5| field_type: <The supported input types.> 6| id_type: <If the field type is id, so what are the supported object types whose ids this input can store?> 7| is_required: <Is this input required?> 8| default_value: <The default value for this input>"
+      },
+      {
+        "id": "ART-1277_KNOWLEDGE_NODE-7",
+        "title": "Snap-in triggered by a DevRev event | DevRev | Docs",
+        "text": "text comment from the snap-in. To accomplish this task, the DevRev SDK is employed. [2](/snapin-development/tutorials/triggered-event#creating-the-snap-in) ### Creating the snap-in #### Updating the manifest The next step involves updating the manifest to define key attributes of the snap-in. This includes deciding on the name and providing a descriptive overview that is visible to users, offering context about the snap-in\\xe2\\x80\\x99s purpose. ``` | | | | --- | --- | |"
+      },
+      {
+        "id": "ART-1277_KNOWLEDGE_NODE-12",
+        "title": "Snap-in triggered by a DevRev event | DevRev | Docs",
+        "text": "field_type: text | | 6 | default_value: \"Message from the input field.\" | | 7 | ui: | | 8 | display_name: Input Field 1 | | 9 | | | 10 | - name: input_field_2 | | 11 | description: Add extra comment. | | 12 | field_type: bool | | 13 | default_value: true | | 14 | ui: | | 15 | display_name: Should extra comment be added? | | 16 | | | 17 | - name: input_field_array | | 18 | description: List of names to add as comment. | | 19 | base_type: text | | 20 | field_type: array | | 21 |"
+      },
+      {
+        "id": "ART-1485_KNOWLEDGE_NODE-17",
+        "title": "Snap-in triggered by a DevRev event \u2014 DevRev | Docs",
+        "text": "13| default_value: true 14| ui: 15| display_name: Should extra comment be added? 16| 17| - name: input_field_array 18| description: List of names to add as comment. 19| base_type: text 20| field_type: array 21| default_value: [\"name1\", \"name2\"] 22| ui: 23| display_name: List of extra names! [/code]"
+      },
+      {
+        "id": "ART-1490_KNOWLEDGE_NODE-54",
+        "title": "Snap-in manifest \u2014 DevRev | Docs",
+        "text": "9| ui: 10| display_name: <Input field display name.> 11| user: 12| - name: <The name of the input.> 13| description: <A description of the functions of this input.> 14| field_type: <The supported input types.> 15| id_type: <If the field type is id, so what are the supported object types whose ids this input can store?> 16| is_required: <Is this input required?> 17| default_value: <The"
+      },
+      {
+        "id": "ART-1281_KNOWLEDGE_NODE-28",
+        "title": "Snap-in manifest | DevRev | Docs",
+        "text": "\"display_id\": \"string\", | | 233 | \"id\": \"string\", | | 234 | \"modified_by\": {}, | | 235 | \"modified_date\": \"2023-01-01T12:00:00.000Z\", | | 236 | \"display_name\": \"string\", | | 237 | \"display_picture\": {}, | | 238 | \"email\": \"string\", | | 239 | \"full_name\": \"string\", | | 240 | \"phone_numbers\": [ | | 241 | null | | 242 | ], | | 243 | \"state\": \"active\", | | 244 | \"description\": \"string\", | | 245 | \"external_ref\": \"string\", | | 246 | \"rev_org\": {} | | 247 | } | | 248 | }, | | 249 |"
+      }
+    ]
+  },
+  {
+    "query_id": "8f8fd54f-97c5-47fb-85bc-eb0eec284788",
+    "query": "Slack bot not working after multiple test tickets",
+    "retrievals": [
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-36",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "Slack Channel ID in the **Channel ID to send conversation notifications** snap-in configuration as the target to post notifications. * Any new message within tickets in the customer messages panel is also subjected to the same automation. * To prevent notification overload, each conversation or ticket is subject to a five minute cooldown period between notifications. Multiple consecutive messages within this window will not trigger additional notifications. * Notification threads are not"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-41",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "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. * If only one ticket has a syncing Slack thread, that thread syncs with the primary ticket. * No messages from the duplicate ticket sync to Slack. * If a ticket is immutable but receives a new customer message in its Slack thread, a follow-up ticket is automatically created for future discussions. ### New"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-26",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev",
+        "text": "and copy the signing secret. 3. Go to **OAuth & Permissions** and add the following scopes under **Bot Token Scopes**. * channels:history * chat:write * files:read * metadata.message:read * team:read * usergroups:read * users:read * users:read.email 4. Once the scopes are updated, copy the **Bot User OAuth Token** and click the button below it. 5. Go to **Event Subscriptions** and click **Enable Events**. 6. Under **Subscribe to bot events**, add"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-31",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "AI-handled conversation reaches its capability limits and needs human expertise. * **Extended troubleshooting** : Issues requiring multiple steps or follow-ups over time. ## Key information * **Channel support** : Currently, the conversion feature is only available for PLuG and Slack conversations. Other channels still use the traditional **Link Ticket** functionality. * **CSAT surveys** : CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-54",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "already raised in the primary ticket. Duplicate tickets often arise from customers submitting multiple requests through different channels (email, portal, Slack). All duplicate tickets become *immutable* after merging. **Primary ticket** A primary ticket is the main record that consolidates all relevant information from duplicate tickets. It serves as the primary source of communication for all merged duplicate tickets, ensuring that all customer interactions, updates, and resolutions are"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-57",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "**Slack snap-in event discussions panel** to automatically invite the DevRev app to all public channels. + Private channels still require manual addition. ### When sync is not possible If sync isn\\xe2\\x80\\x99t possible, the form will display a clear warning. Possible reasons include: * The thread is already in sync with another DevRev object. * Sync is not supported for the object in the given Slack channel. * The DevRev app is not a member of the channel. * The channel is"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-27",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev",
+        "text": "message.channels. 7. Add this custom app and the **DevRev Slack Bot** into the Slack channel from which you want to create the DevRev object. Configure DevRev ---------------- 1. Add the Slack Signing Secret and Slack Bot Token copied from the custom Slack bot app. 2. Add the channel IDs for either incidents, tickets or issues. 3. Click the respective buttons to enable the sync between threads. 4. Select the part ID to associate a particular part. 5. Click **Save** and copy the"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-42",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "ticket notifications * Enable through the **Notify on new ticket creation** snap-in configuration. * Provide a Slack channel ID in the **Channel ID to send ticket notifications** configuration. * Snap-in will send notifications to the target channel whenever a new ticket is created, regardless of the source channel or platform. * Notification message threads are **not** synced between platforms. ### Notifications for ticket state update * Enable through **Notify on ticket state"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-27",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "Connection**. * Select **Slack** from the dowpdown list. * Give it a name and sign in with Slack. Ensure to toggle on **Make public** to make the connection public for your organization. Configure the snap-in --------------------- 1. In the **Configuration** tab, the first input field to set is *filters*. Here you can declare for which tickets to track the SLA status and to which channels to send notifications. Set the ticket subtype, severity, and part; the support heads"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-38",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "recommended if you already have a conversation in progress. Configure the snap-in to send or not send a ticket summary card to the Slack thread using the **Notify on conversation to ticket conversion** setting. Regardless, the Slack thread will sync with the new ticket instead of the ongoing conversation. ![]() Slack does not support slash commands in threads. Choosing one of the first two options will open a pop-up modal with the new ticket form. Complete the required fields; some"
+      }
+    ]
+  },
+  {
+    "query_id": "17d61e6f-209e-43f7-bac4-61f02c5a63f1",
+    "query": "customizar severity de los tickets",
+    "retrievals": [
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-29",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "**Severity**: The importance of the ticket. Severity can be set to low, medium, blocker, or high. * **Stage**: The current state of the issue. The stage attribute is used to track the progress of the issue through its lifecycle. For more information on stages, see [stages](#stages). * **Part**: The part of the company or product that the issue is related to. For more information on parts, see [parts](./parts). * **Created by**: The user who created the ticket. * **Created date**: The date"
+      },
+      {
+        "id": "ART-1959_KNOWLEDGE_NODE-29",
+        "title": "Search | Computer by DevRev | DevRev",
+        "text": "in:title crm | | - | Acts as an exclusion in search results. \"-\" can be used for the same purpose. | type:issue -crm type:issue in:title -crm | | state | Filters results based on the stage: open, closed, or in\\\\_progress. | state:open state:closed state:in\\\\_progress | | severity | Filters out tickets with the desired severity level. Supports: blocker, high, medium, low. | severity:high type:ticket -severity:low (filters all tickets excluding the ones with low severity)"
+      },
+      {
+        "id": "ART-1300_KNOWLEDGE_NODE-461",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "plug slack twilio twilio_sms ticket.group string Optional Filters for tickets belonging to specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low"
+      },
+      {
+        "id": "ART-1591_KNOWLEDGE_NODE-463",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "plug slack twilio twilio_sms ticket.group string Optional Filters for tickets belonging to specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low"
+      },
+      {
+        "id": "ART-1636_KNOWLEDGE_NODE-455",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed values: breached completed paused running"
+      },
+      {
+        "id": "ART-1597_KNOWLEDGE_NODE-451",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed values: breached completed paused running"
+      },
+      {
+        "id": "ART-1655_KNOWLEDGE_NODE-444",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed values: breached completed paused running"
+      },
+      {
+        "id": "ART-1827_KNOWLEDGE_NODE-455",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed values: breached"
+      },
+      {
+        "id": "ART-1551_KNOWLEDGE_NODE-506",
+        "title": "Update (Beta) \u2014 DevRev | Docs",
+        "text": "organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed values: breached completed paused running warning ticket.source_channel string Optional Filters for tickets with any of the provided source channels. ticket.subtype string Optional Filters for tickets with any of the provided"
+      },
+      {
+        "id": "ART-1590_KNOWLEDGE_NODE-462",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "plug slack twilio twilio_sms ticket.group string Optional Filters for tickets belonging to specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low"
+      }
+    ]
+  },
+  {
+    "query_id": "2b37472e-12b1-409b-b999-3e3c953bc4bf",
+    "query": "support engineer typing indicator in ticket conversation",
+    "retrievals": [
+      {
+        "id": "ART-1969_KNOWLEDGE_NODE-29",
+        "title": "Computer for Support Teams | DevRev",
+        "text": "To get a list of the available commands, type / in a ticket discussion text box. \\xf0\\x9f\\x93\\x88 Insights ---------- The [Support analytics dashboards](../product/support-analytics) display data about conversations and tickets. You can use these visualizations to identify trends and concerns in your customer support process. [PreviousRemote MCP server](/docs/product/remote-mcp)[NextInbox](/docs/product/inbox) #### On this page * [\\xf0\\x9f\\x91\\x89 Getting"
+      },
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-7",
+        "title": "Support queries related playbook",
+        "text": "Tickets from Chat ConversationsYes, you can create a ticket from a conversation without leaving the chat. Some fields may be prefilled from the conversation. Details:\\xc2\\xa0[Conv \\xe2\\x86\\x92 Ticket Creation](https://devrev.ai/docs/product/conversation-ticket) 5. Viewing Ticket Activity to Avoid Duplicate Responses Currently, there\\xe2\\x80\\x99s no direct feature to see who is viewing a ticket in real time. But, we can see if someone is typing on a ticket. 6. Generating AI Summaries"
+      },
+      {
+        "id": "ART-1967_KNOWLEDGE_NODE-26",
+        "title": "Inbox | Computer for Support Teams | DevRev",
+        "text": "assist customer experience engineers with managing the conversation. To get a list of the available commands, type / in the response text box in a conversation. ![]() [PreviousComputer for Support Teams](/docs/product/support)[NextSupport analytics](/docs/product/support-analytics) [Enterprise grade security to protect customer data Learn more about it. ![]()](/blog/soc-compliance) Computer * [Meet Computer](/meet-computer) * [How Computer"
+      },
+      {
+        "id": "ART-984_KNOWLEDGE_NODE-10",
+        "title": "Why you Should be Looking at Support Differently",
+        "text": "indicator to the customer that the vendor obviously has some problems internally. Do you think the customer will be happy? Do you think the customer will trust what the sales rep says in the future? Simply put, no. Now, let\\xe2\\x80\\x99s handle this a little differently and look at the result\\xe2\\x80\\xa6 In this scenario, let\\xe2\\x80\\x99s say the customer files the same ticket and asks their sales rep for an update. The support engineer working on the ticket and the sales rep communicate"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-42",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "it's automatically put into the *queued* stage, which indicates that it needs to be picked up by a customer experience engineer. **In-progress** * *Work in progress* (WIP) Work on the concern reported by the user has begun. When a customer experience engineer starts work on a ticket, the ticket's stage changes to *work in progress*. When they require more information, they may ask the customer for additional detail (such as logs or context), in which case the stage would change to"
+      },
+      {
+        "id": "ART-1947_KNOWLEDGE_NODE-32",
+        "title": "Apps | Computer by DevRev | DevRev",
+        "text": "same conversation. This means you do not need to ask your external users to write in separately about each topic they\\'d like to discuss, while the workspace can still track each item separately. In the DevRev app, a support engineer can create a ticket based on a conversation they had with someone using the Plug widget. This ticket and conversation are linked. A ticket should describe what the external user is experiencing in a language that\\'s familiar to them. Developer-specific"
+      },
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-28",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "transitions from *new* to *waiting on user*. When a customer responds back to support, the stage transitions to *needs response*. Towards the end of the conversation when the resolution is expected to be valid, the customer experience engineer asks the customer to acknowledge their concerns have been resolved. When the customer experience engineer asks this question the stage transitions to *waiting on user*, and if they validate it moves to *needs response* for the customer experience"
+      },
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-26",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "responds Resolved Archived Open New Suspended Waiting on user Needs response Hold Resolved Archived ``` **Open** * *New* The initial stage for all valid conversations. In certain cases, spam may get past the filter and end up in *new* which would be moved to *suspended*. When someone from the support team responds, the status changes to *waiting on user* as they need a response from the user to take the next step"
+      },
+      {
+        "id": "ART-1004_KNOWLEDGE_NODE-12",
+        "title": "Understanding a Support Engineer's Pain Points and KPIs",
+        "text": "The percentage of support tickets resolved by a support engineer during the first interaction with the customer, which can indicate the engineer\\xe2\\x80\\x99s efficiency and problem-solving abilities. Calculation (Total number of tickets resolved on first contact by the engineer) / (Total number of tickets handled by the engineer) * 100 Training Hours per Employee Definition The average number of training hours completed by a"
+      },
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-31",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "transitions to *hold* since the customer experience engineer is blocked by a dependent item. Conversations which need a response from the customer experience engineer shows a **Reply** button in the inbox. * *Hold* (H) The resolution is waiting on some dependent item. Dependencies may include review from someone other than the customer experience engineer (for example, SME, manager, PM, developer) or the completion of other work items (tickets or issues). When the dependencies"
+      }
+    ]
+  },
+  {
+    "query_id": "a6f5b2b9-52ec-495d-8dfd-118e5d6a425b",
+    "query": "update the name that a broadcast on an incident comes from when pushed to a ticket",
+    "retrievals": [
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-26",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "associated with a part (product or service) and can come from both internal and external users. Tickets are also used to communicate progress to the user or other impacted party. There may be cases where mass communications (broadcast) are necessary in the event of lots of impacted or related parties (such as service status updates). In this scenario, the ticket would be used to broadcast and handle communications among multiple parties, including across multiple workspaces. Broadcast can"
+      },
+      {
+        "id": "ART-2913_KNOWLEDGE_NODE-30",
+        "title": "PagerDuty | Integrate | Snap-ins | DevRev",
+        "text": "incident notes. * **Update PagerDuty Incident Name**: Toggle whether PagerDuty incident titles should be updated with the respective DevRev incident's ID. The format is: **[INC-XXX] - Original Incident Title**. * **Default PagerDuty Service Runnable Part** (optional): Specify the default runnable part to be used when no impacted part is selected on incident creation. Select a runnable part that is mapped to a PagerDuty service. * **Default PagerDuty Escalation Policy ID**"
+      },
+      {
+        "id": "ART-2046_KNOWLEDGE_NODE-30",
+        "title": "DevRev for Jira app | Jira Software AirSync | AirSync | Snap-ins | DevRev",
+        "text": "send. ![]() Current limitation: The username of the user whose PAT was used to install the app will be used to send the comments to DevRev. This feature of sending comments from the Jira issue to linked DevRev tickets can be disabled. Click on the **Broadcast to ticket** button if you want to send the same comment to all tickets linked to the issue. The broadcast ability can also be turned off from the app configuration. Usage ----- * Click on **Link Tickets** to search for"
+      },
+      {
+        "id": "ART-1655_KNOWLEDGE_NODE-165",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "incident. reported_by long Optional The entity that first reported the incident. severity long Optional Severity of the incident. source long Optional Source of where the incident was created. Only sys users and service accounts are supposed to set this field. stage object Optional Create object for stage. Show 2 properties stakeholders list of strings Optional Users, along with the incident commander, involved in resolving incidents and handling communication. tags list of objects"
+      },
+      {
+        "id": "ART-1837_KNOWLEDGE_NODE-165",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "incident. reported_by long Optional The entity that first reported the incident. severity long Optional Severity of the incident. source long Optional Source of where the incident was created. Only sys users and service accounts are supposed to set this field. stage object Optional Create object for stage. Show 2 properties stakeholders list of strings Optional Users, along with the incident commander, involved in resolving incidents and handling communication. tags list of objects"
+      },
+      {
+        "id": "ART-1636_KNOWLEDGE_NODE-165",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "incident. reported_by long Optional The entity that first reported the incident. severity long Optional Severity of the incident. source long Optional Source of where the incident was created. Only sys users and service accounts are supposed to set this field. stage object Optional Create object for stage. Show 2 properties stakeholders list of strings Optional Users, along with the incident commander, involved in resolving incidents and handling communication. tags list of objects"
+      },
+      {
+        "id": "ART-1597_KNOWLEDGE_NODE-165",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "incident. reported_by long Optional The entity that first reported the incident. severity long Optional Severity of the incident. source long Optional Source of where the incident was created. Only sys users and service accounts are supposed to set this field. stage object Optional Create object for stage. Show 2 properties stakeholders list of strings Optional Users, along with the incident commander, involved in resolving incidents and handling communication. tags list of objects"
+      },
+      {
+        "id": "ART-1827_KNOWLEDGE_NODE-165",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "incident. reported_by long Optional The entity that first reported the incident. severity long Optional Severity of the incident. source long Optional Source of where the incident was created. Only sys users and service accounts are supposed to set this field. stage object Optional Create object for stage. Show 2 properties stakeholders list of strings Optional Users, along with the incident commander, involved in resolving incidents and handling communication. tags list of objects"
+      },
+      {
+        "id": "ART-1592_KNOWLEDGE_NODE-165",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "incident. reported_by long Optional The entity that first reported the incident. severity long Optional Severity of the incident. source long Optional Source of where the incident was created. Only sys users and service accounts are supposed to set this field. stage object Optional Create object for stage. Show 2 properties stakeholders list of strings Optional Users, along with the incident commander, involved in resolving incidents and handling communication. tags list of objects"
+      },
+      {
+        "id": "ART-1784_KNOWLEDGE_NODE-193",
+        "title": "Locate Post \u2014 DevRev | Docs",
+        "text": "Optional The entity that first reported the incident. severity long Optional Severity of the incident. source long Optional Source of where the incident was created. Only sys users and service accounts are supposed to set this field. stage object Optional Update object for Stage. Show 2 properties stakeholders object Optional Show property tags object Optional Show property target_close_date datetime Optional Timestamp when the incident is expected to be resolved. title string"
+      }
+    ]
+  },
+  {
+    "query_id": "125f9761-a931-43b8-aa5a-1d865a512efc",
+    "query": "search functionality on tickets and issues deprecated",
+    "retrievals": [
+      {
+        "id": "ART-1959_KNOWLEDGE_NODE-34",
+        "title": "Search | Computer by DevRev | DevRev",
+        "text": "subtype:<subtype_name> <custom_field_name>:<value> ``` ``` **Examples** Search for tickets related to access issues with tenant field escalated: ``` ``` 1 tnt__escalated:true access issues ``` ``` Search for bugs related to access issues with subtype field customer\\\\_impact: ``` ``` 1 subtype:Bug ctype__customer_impact:true access issues ``` ``` Search across multiple subtypes for tickets related to access issues: ``` ``` 1 subtype:Bug,Events access"
+      },
+      {
+        "id": "ART-1959_KNOWLEDGE_NODE-29",
+        "title": "Search | Computer by DevRev | DevRev",
+        "text": "in:title crm | | - | Acts as an exclusion in search results. \"-\" can be used for the same purpose. | type:issue -crm type:issue in:title -crm | | state | Filters results based on the stage: open, closed, or in\\\\_progress. | state:open state:closed state:in\\\\_progress | | severity | Filters out tickets with the desired severity level. Supports: blocker, high, medium, low. | severity:high type:ticket -severity:low (filters all tickets excluding the ones with low severity)"
+      },
+      {
+        "id": "ART-1959_KNOWLEDGE_NODE-28",
+        "title": "Search | Computer by DevRev | DevRev",
+        "text": "of the ticket/issue/enhancement or title. | in:title crm in:title \"crm exp\" in:title crm exp in:body \"bot issues\" | | type:<object type> | Enables users to filter by object type. Supported object types include: issue, enhancement, ticket, revu (for searching contacts), question\\\\_answer, conversation, article, devu (for searching internal contacts), account, feature, runnable. | type:issue type:enhancement in:title CRM type:revu type:enhancement, opportunity type:issue, enhancement"
+      },
+      {
+        "id": "ART-1783_KNOWLEDGE_NODE-445",
+        "title": "Locate \u2014 DevRev | Docs",
+        "text": "issues synced from this specific origin system. tags string Optional Filters for work with any of the provided tags. ticket.channels enum Optional Filters for tickets with any of the provided channels. Allowed values: email plug slack twilio twilio_sms ticket.group string Optional Filters for tickets belonging to specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need"
+      },
+      {
+        "id": "ART-1959_KNOWLEDGE_NODE-24",
+        "title": "Search | Computer by DevRev | DevRev",
+        "text": "customization](#integrate-search-with-customization) * [Search over custom fields](#search-over-custom-fields) * [Search over custom objects](#search-over-custom-objects) 1. [Documentation](/docs) 3. [Computer by DevRev](/docs/intro) [Search](/docs/product/search) Search ====== Search works across all DevRev apps, offering seamless navigation and access to issues, tickets, articles, customers, and more. It also allows you to search through timeline comments related to these items."
+      },
+      {
+        "id": "ART-1779_KNOWLEDGE_NODE-447",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "issues synced from this specific origin system. tags string Optional Filters for work with any of the provided tags. ticket.channels enum Optional Filters for tickets with any of the provided channels. Allowed values: email plug slack twilio twilio_sms ticket.group string Optional Filters for tickets belonging to specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need"
+      },
+      {
+        "id": "ART-1304_KNOWLEDGE_NODE-450",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "issues synced from this specific origin system. tags string Optional Filters for work with any of the provided tags. ticket.channels enum Optional Filters for tickets with any of the provided channels. Allowed values: email plug slack twilio twilio_sms ticket.group string Optional Filters for tickets belonging to specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need"
+      },
+      {
+        "id": "ART-1783_KNOWLEDGE_NODE-458",
+        "title": "Locate \u2014 DevRev | Docs",
+        "text": "Optional Filters for issues synced from this specific origin system. tags string Optional Filters for work with any of the provided tags. ticket.channels enum Optional Filters for tickets with any of the provided channels. Allowed values: email plug slack twilio twilio_sms ticket.group string Optional Filters for tickets belonging to specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that"
+      },
+      {
+        "id": "ART-1790_KNOWLEDGE_NODE-446",
+        "title": "List Post \u2014 DevRev | Docs",
+        "text": "issues synced from this specific origin system. tags string Optional Filters for work with any of the provided tags. ticket.channels enum Optional Filters for tickets with any of the provided channels. Allowed values: email plug slack twilio twilio_sms ticket.group string Optional Filters for tickets belonging to specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need"
+      },
+      {
+        "id": "ART-1592_KNOWLEDGE_NODE-448",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "issues synced from this specific origin system. tags string Optional Filters for work with any of the provided tags. ticket.channels enum Optional Filters for tickets with any of the provided channels. Allowed values: email plug slack twilio twilio_sms ticket.group string Optional Filters for tickets belonging to specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need"
+      }
+    ]
+  },
+  {
+    "query_id": "3c9dd52b-a637-4fa2-8bd7-a42ec07c7655",
+    "query": "how to use snap-ins in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-3960_KNOWLEDGE_NODE-28",
+        "title": "Auto-link DevRev GitHub accounts | Automate | Snap-ins | DevRev",
+        "text": "Download the latest version of the snap-in from the DevRev marketplace. 2. Upload the CSV file containing user details. 3. Run the snap-in to process the file and link accounts. 4. Verify the linked accounts in DevRev. ### How to use the snap-in 1. Use slash commands in the **Events** section. 2. In the **Discussion** tab, type the slash commands. 3. Run the snap-in using the /link\\\\_github\\\\_accounts\\\\_to\\\\_devrev command in the snap-in discussion thread. 4. The columns login and"
+      },
+      {
+        "id": "ART-2043_KNOWLEDGE_NODE-27",
+        "title": "Glean | Integrate | Snap-ins | DevRev",
+        "text": "[Glean documentation](https://developers.glean.com/docs/indexing_api/indexing_api_tokens/). Under **Scopes**, enter the unique name assigned to the datasource in the previous step. 4. In DevRev\\'s marketplace, click **Install** to register the snap-in with your organization. 5. In the DevRev app, set up the connection by navigating to **Settings** > **Snap-ins** > **Connections** at the top. * Search and select an existing connection or create a new one by clicking **+ Connection**."
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-3",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs",
+        "text": "development](/public/snapin-development/concepts)[Tutorials](/public/snapin-development/tutorials/overview) # Using a snap-in to perform a DevRev action ## Introduction The objective is to build a snap-in that creates a new ticket every 10 minutes. ## Background context The [Getting Started](/public/snapin-development/tutorials/getting-started) tutorial creates a hello-world snap-in which prints a log message when a work item is created. This tutorial makes the following"
+      },
+      {
+        "id": "ART-10696_KNOWLEDGE_NODE-25",
+        "title": "Tracxn Integration | Integrate | Snap-ins | DevRev",
+        "text": "Integration snap-in](https://marketplace.devrev.ai/tracxn-integration) on the DevRev marketplace. ### Installation 1. Go to the **Settings > Integrations > Snap-ins**. 2. Click **Explore Marketplace**. 3. Search for **Tracxn** and click **Install** next to the Tracxn Integration snap-in. 4. In DevRev app, setup the connection in **Settings** > **Snap-ins** > **Connections** on top. a. Search and choose an existing connection or create a new one by clicking **+ Connection**. b."
+      },
+      {
+        "id": "ART-2019_KNOWLEDGE_NODE-7",
+        "title": "Smart sprint | Automate | Snap-ins | DevRev",
+        "text": "software development. Through this automation, issues are automatically assigned to the relevant sprints based on their stage and other relevant factors. This leads to a decrease in manual workload and an improvement in overall efficiency. Installing the smart sprint snap-in. In DevRev, go to Settings. > Snap-ins. and click Explore Marketplace. in the top-right corner. In the DevRev marketplace, find Smart sprint. and click Install.. In DevRev, confirm installation. Click"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-6",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs",
+        "text": "Install [DevRev SDK](https://www.npmjs.com/package/@devrev/typescript-sdk?activeTab=readme) ##### If you did not follow the [getting started](/public/snapin-development/tutorials/getting-started) tutorial then follow these steps to authenticate and initialize the snap-in TypeScript template: [code] $| devrev profiles authenticate -o <dev-org-slug> -u <youremail@yourdomain.com> ---|--- [/code] [code] $| devrev snap_in_version init ---|--- [/code]"
+      },
+      {
+        "id": "ART-1481_KNOWLEDGE_NODE-0",
+        "title": "Overview \u2014 DevRev | Docs",
+        "text": "b'[](/public/snapin-development/tutorials/overview) Public [Snap-in development](/public/snapin-development/concepts)[Tutorials](/public/snapin-development/tutorials/overview) # Overview The following tutorials provide a step-by-step guide to creating snap-ins: 1. [Getting started](/public/snapin-development/tutorials/getting-started) 2. [Using a snap-in to perform a DevRev action](/public/snapin-development/tutorials/timer-ticket-creator) 3. [Snap-in triggered by a"
+      },
+      {
+        "id": "ART-2819_KNOWLEDGE_NODE-26",
+        "title": "Exotel | Integrate | Snap-ins | DevRev",
+        "text": "snap-in ----------------------------------------- 1. Install the Exotel Integration snap-in from the DevRev marketplace. 2. Select the workspace to install the snap-in, confirm installation, and click **Deploy**. ### Exotel setup guidelines: 1. [Invite co-workers](https://support.exotel.com/support/solutions/articles/144565-how-do-i-add-a-user-or-co-worker-or-employee-) and add them to the [group](https://support.exotel.com/support/solutions/articles/35147-how-do-i-create-a-group-)"
+      },
+      {
+        "id": "ART-1277_KNOWLEDGE_NODE-5",
+        "title": "Snap-in triggered by a DevRev event | DevRev | Docs",
+        "text": "started](/snapin-development/tutorials/getting-started) tutorial then follow these steps to authenticate and initialize the snap-in TypeScript template: ``` | | | | --- | --- | | $ | devrev profiles authenticate -o <dev-org-slug> -u <youremail@yourdomain.com> | ``` ``` | | | | --- | --- | | $ | devrev snap_in_version init | ``` #### Trigger To invoke the snap-in, two distinct triggers are implemented: 1. **Creation of work item**: This trigger is activated when new"
+      },
+      {
+        "id": "ART-1275_KNOWLEDGE_NODE-1",
+        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs",
+        "text": "development](/snapin-development/concepts)[Tutorials](/snapin-development/tutorials/overview) Using a snap-in to perform a DevRev action ========================================== Copy page Introduction ------------ The objective is to build a snap-in that creates a new ticket every 10 minutes. Background context ------------------ The [Getting Started](/snapin-development/tutorials/getting-started) tutorial creates a hello-world snap-in which prints a log message when a"
+      }
+    ]
+  },
+  {
+    "query_id": "51b684c7-7de7-4c12-aecb-043d082158a5",
+    "query": "generate support tickets from slack messages with questions",
+    "retrievals": [
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-37",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "synchronized between DevRev and Slack. Work management using Slack --------------------------- ### DevRev Tickets and Slack The Slack snap-in allows users to create tickets directly from Slack. There are multiple ways to initiate ticket creation from any channel: * **Use the command:** Run /devrev create-ticket. * **Message action:** Select **Create a new ticket** from the message actions. * **Convert a Conversation:** Transform an ongoing conversation into a ticket. This is"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-24",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "[Support](/docs/product/support?) 4. [Conversations](/docs/product/conversation?) 5. [Convert Conversations to Tickets](/docs/product/Conversation-Tickets?) # Convert Conversations to Tickets You can now convert conversations from PLuG and Slack directly into tickets. Previously, conversations were only linked to tickets. This update streamlines workflows and enhances the customer experience. For conversations originating from PLuG or Slack, the **Link to Ticket** functionality"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-25",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "Teams](/docs/product/support) [Conversations](/docs/product/conversation) [Conversation to ticket conversion](/docs/product/conversation-ticket) Conversation to ticket conversion ================================= You can convert conversations from Plug and Slack directly into tickets. Previously, conversations were only linked to tickets. This update streamlines workflows and enhances the customer experience. For conversations originating from Plug or Slack, the **Link to Ticket**"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-27",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "happens automatically: * The original conversation moves to *Archived* stage and cannot be reopened. * A new ticket is created with: + All internal discussions and customer messages copied from the conversation + Equivalent metadata as the conversation, including source channel, customer account information, and external members added as **reported by** on the ticket + An AI-generated ticket title and description based on customer messages Convert conversations to"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-46",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "**Auto-create incidents from Slack channels**, which automatically creates an incident for every direct message posted in specified Slack channels. The first two options will open a pop-up modal with a new incident form, with some fields pre-populated based on the context. ### Sync options Incidents support syncing messages both within a dedicated Slack thread and across an entire Slack channel, including all associated threads. The sync target is determined by the **Sync for new"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-44",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "directly from Slack: * Using the /devrev create-issue command. * Using the **Create a new issue** message action. Both the options open a new pop-up modal with a new issue form. Some of the fields are pre-populated based on the messages in the thread. * The **Share with everyone** functionality operates identically to ticket creation. Only shared issues are synchronized between the platforms. * The messages are always synced in the **Internal Discussions** panel with Slack thread. *"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-30",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "there. ![]() Slack end-user experience ------------------------- When a conversation is converted to a ticket in Slack: * Ticket information appears within the same thread. * All subsequent messages sync with the newly created ticket. * The transition is seamless for the end user. Conversation conversion scenarios --------------------------------- Consider converting a conversation to a ticket in these scenarios: * Complex issues requiring in-depth investigation *"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-28",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "PLuG widget: * The ticket number and basic details appear in the same conversation pane. * Users can click **Details** to view complete ticket information. * If the **Tickets** tab is enabled in PLuG, users can track their ticket status there. ### Slack experience When a conversation is converted to a ticket in Slack: * Ticket information is sent within the same thread. * All subsequent messages sync with the newly created ticket. * The transition is seamless for the"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-26",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "conversation metadata including: * Source channel * Customer account information * External members added as **reported by** on the ticket * An AI-generated ticket title and description based on customer messages. ### How to convert Conversations to Tickets **Manual Conversion** To manually convert a conversation to a ticket: 1. Open the conversation record pane view. 2. Click **Convert to Ticket** to initiate the conversion. **Automated Conversion"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-26",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "functionality is replaced with a new **Convert to Ticket** feature. Currently, the conversion feature is available only for Plug and Slack conversations. Other channels still use the traditional **Link Ticket** functionality. Conversion cannot be undone. Once a conversation is converted to a ticket, this action is permanent and the conversation remains archived. Conversation conversion process ------------------------------- When you convert a conversation to a ticket, the following"
+      }
+    ]
+  },
+  {
+    "query_id": "2e98cdf9-4951-4185-a63a-295def43b837",
+    "query": "cron configuration for timer trigger schedule in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-1284_KNOWLEDGE_NODE-37",
+        "title": "Event sources | DevRev | Docs",
+        "text": "configuration. ``` | | | | --- | --- | | 1 | event_sources: | | 2 | organization: | | 3 | - name: daily-timer-source | | 4 | description: Timer event source based on Cron expression | | 5 | display_name: Timer source | | 6 | type: timer-events | | 7 | config: | | 8 | cron: \"0 0 * * *\" | | 9 | metadata: | | 10 | event_key: daily_events | | 11 | | | 12 | - name: hourly-events | | 13 | description: Timer event source based on interval seconds | | 14 | display_name: Timer"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-11",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs",
+        "text": "config: 8| # CRON expression for triggering every 10 minutes. 9| cron: \"*/10 * * * *\" 10| metadata: 11| event_key: ten_minute_event [/code] Finally, update the `function` name to better reflect the behavior and `automation`name to use the event type corresponding to the `timer-events` event source. manifest.yaml [code] 1| functions: ---|--- 2| - name: ticket_creator 3|"
+      },
+      {
+        "id": "ART-1478_KNOWLEDGE_NODE-42",
+        "title": "Event sources \u2014 DevRev | Docs",
+        "text": "source configuration. [code] 1| event_sources: ---|--- 2| organization: 3| - name: daily-timer-source 4| description: Timer event source based on Cron expression 5| display_name: Timer source 6| type: timer-events 7| config: 8| cron: \"0 0 * * *\" 9| metadata: 10| event_key: daily_events 11| 12| - name: hourly-events 13|"
+      },
+      {
+        "id": "ART-1275_KNOWLEDGE_NODE-8",
+        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs",
+        "text": "type `cron` or `interval_seconds` as mentioned in the [documentation](/snapin-development/references/event-sources#timer-based-event-sources). The `cron` config is used here. manifest.yaml ``` | | | | --- | --- | | 1 | event_sources: | | 2 | organization: | | 3 | - name: timer-event-source | | 4 | description: Event source that sends events every 10 minutes. | | 5 | display_name: Timer Event Source | | 6 | type: timer-events | | 7 | config: | | 8 | # CRON expression for"
+      },
+      {
+        "id": "ART-1275_KNOWLEDGE_NODE-9",
+        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs",
+        "text": "triggering every 10 minutes. | | 9 | cron: \"*/10 * * * *\" | | 10 | metadata: | | 11 | event_key: ten_minute_event | ``` Finally, update the `function` name to better reflect the behavior and `automation`name to use the event type corresponding to the `timer-events` event source. manifest.yaml ``` | | | | --- | --- | | 1 | functions: | | 2 | - name: ticket_creator | | 3 | description: Function to create a new ticket when triggered. | | 4 | | | 5 | automations: | | 6 | -"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-10",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs",
+        "text": "`interval_seconds` as mentioned in the [documentation](/public/snapin-development/references/event-sources#timer-based-event-sources). The `cron` config is used here. manifest.yaml [code] 1| event_sources: ---|--- 2| organization: 3| - name: timer-event-source 4| description: Event source that sends events every 10 minutes. 5| display_name: Timer Event Source 6| type: timer-events 7|"
+      },
+      {
+        "id": "ART-1284_KNOWLEDGE_NODE-36",
+        "title": "Event sources | DevRev | Docs",
+        "text": "https://api.devrev.ai/hidden/dev-orgs/DEV-123/event-source-webhooks/custom/d43fc297-03d7-4cbd-bdf9-044847788306 | ``` Timer-based event sources ------------------------- Timer-based event sources can be created to send events based on intervals and cron schedules. In the following example, you have two event sources, one emits events daily at 12:00am, the other every hour (3600 seconds). In the event payload, you see the JSON field metadata you specified in the event source"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-7",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs",
+        "text": "#### Trigger The trigger condition for the snap-in is dictated by the [Event Sources](/public/snapin-development/references/event-sources) section in the manifest. The [`timer-events`](/public/snapin-development/references/event-sources#timer-based-event-sources) event source is suitable for the use-case, since it allows trigger of snap-ins using [CRON expression](https://crontab.guru/). #### Action The hello-world snap-in prints a log message whenever the snap-in is triggered. Here,"
+      },
+      {
+        "id": "ART-1478_KNOWLEDGE_NODE-41",
+        "title": "Event sources \u2014 DevRev | Docs",
+        "text": "\\'{\"hello\":\"world\"}\\' \\\\ 3| https://api.devrev.ai/hidden/dev-orgs/DEV-123/event-source-webhooks/custom/d43fc297-03d7-4cbd-bdf9-044847788306 [/code] ## Timer-based event sources Timer-based event sources can be created to send events based on intervals and cron schedules. In the following example, you have two event sources, one emits events daily at 12:00am, the other every hour (3600 seconds). In the event payload, you see the JSON field metadata you specified in the event"
+      },
+      {
+        "id": "ART-1275_KNOWLEDGE_NODE-5",
+        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs",
+        "text": "devrev snap_in_version init | ``` #### Trigger The trigger condition for the snap-in is dictated by the [Event Sources](/snapin-development/references/event-sources) section in the manifest. The [`timer-events`](/snapin-development/references/event-sources#timer-based-event-sources) event source is suitable for the use-case, since it allows trigger of snap-ins using [CRON expression](https://crontab.guru/). #### Action The hello-world snap-in prints a log message whenever the"
+      }
+    ]
+  },
+  {
+    "query_id": "015c89d4-6aa6-41f4-b9a4-6da7550e85eb",
+    "query": "view all tickets raised to DevRev support team",
+    "retrievals": [
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-27",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "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). Views of tickets can be found under **Support** in the DevRev app. ![]() You can export views to CSV or JSON by selecting **Actions** in the upper-right corner and choosing the format. Attributes ---------- Tickets have attributes that can be used to filter"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-29",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "Ticket tracking allows customers to monitor the progress of their requests and view updates in real-time. * Customer admins can access all tickets created by their team members, facilitating collaboration and knowledge sharing. ### Conversations and messaging * Customers can engage in threaded conversations with support representatives, providing additional information or seeking clarification regarding their tickets. * Support teams can respond to customer inquiries, ensuring effective"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-43",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "with that email or not. + This could also be because your customer hasn't logged in. * Customer isn't able to view the tickets they have created. + Check if there are any reported tickets by that customer. You can do so by logging into your DevRev app and then going into the tickets section. Here you can filter based on **reported by** and see if any tickets have been reported by the customer who isn't able to view the tickets. + Check if the customer has logged in on the correct"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-80",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "team, includes privileges to manage customer inquiries and escalations. **Privileges:** * *Group Reader:* Contains read privileges on all groups. Privileges: group object ['READ'] * *Ticket Interactor:* Contains privileges on tickets for default group 'Support'. Privileges: ticket object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *Conversation Admin:* Contains privileges on conversations. Privileges: conversation object ['READ', 'UPDATE', 'DELETE',"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-41",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "progress Open Escalate Validate the fix Additional detail needed Customer responds Start Feature request accepted Resolved Not valid Queued Work in progress Awaiting product assist Awaiting development Awating customer response In development Accepted Resolved Canceled ``` **Open** * *Queued* (Q) The initial stage for all tickets. When a new ticket is created,"
+      },
+      {
+        "id": "ART-15687_KNOWLEDGE_NODE-4",
+        "title": "Dashboards | Computer by DevRev | DevRev",
+        "text": "[Inbox](/docs/product/inbox) + [Support analytics](/docs/product/support-analytics) - [Conversation insights](/docs/dashboards/conversation-insights) - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics) - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance) - [Ticket insights](/docs/dashboards/ticket-insights) - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics) - [Ticket-Team"
+      },
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-25",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "insights =============== * **Tickets created** The number of tickets created within the date range that meet the other filtering criteria. * **Active tickets** The number of tickets that are in the Open or In Progress state. * **Closed tickets** The number of tickets closed within the date range that meet the other filtering criteria. * **Average resolution time** The average time taken to resolve tickets. * **Median resolution time** The median time taken to"
+      },
+      {
+        "id": "ART-1977_KNOWLEDGE_NODE-25",
+        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev",
+        "text": "Average CSAT rating for ticket Owners. * **SLA breaches by Customer tier** Number of Tickets with SLA breaches for ticket owners. * **Active Tickets** A distribution of tickets in Open and In Progress states and the respective owners. * **Closed Tickets** A distribution of tickets in Closed state and the respective owners. * **SLA breaches** Number of Tickets with SLA breaches for ticket owners. * **Tickets Escalated** Number of tickets that are escalated by"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-44",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "URL and not on the support portal of some other customer. * Customer admin isn't able to see all the tickets of the organization. + This could happen if the customer isn't logged in on the correct URL. If the customer is logged in on the correct URL, then check if there are any tickets that are reported by the other customers in that organization or not. Check if the customer is added as a customer admin or not by logging in to your DevRev application. * You are not able to add customer"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-33",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "tickets but also all the tickets raised by the other users from their organization. You can add multiple customer admins from the same customer organization. Only verified users can login into the portal. To create a verified user: 1. Go to **Accounts** in the DevRev app and create an account. 2. Create a contact under **Contacts** and link it to the account. ### Set up customer admins To set up customer admins, follow these steps: 1. Log in on your DevRev app with your"
+      }
+    ]
+  },
+  {
+    "query_id": "5e261249-25ac-4221-a487-20a1dfaecdee",
+    "query": "add banner message in portal not showing",
+    "retrievals": [
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-38",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "conversations on the portal. 3. Under **Styling**, upload a banner image which should be in the ratio of 6:1. You can also set light/dark mode for appearance and select your accent color. 4. If you want to enable customers to create tickets from the portal, under **Tabs** turn on **Enable ticket creation**. Assign default owner and part. 5. If you want to enable public ticket creation wherein unauthenticated users can create tickets, contact DevRev support. 6. Turn on the **Enable banner**"
+      },
+      {
+        "id": "ART-2063_KNOWLEDGE_NODE-28",
+        "title": "Nudges | Computer for Your Customers | DevRev",
+        "text": "**Plug Nudges**. 2. Click **+ Nudge**. 3. In the **Create new nudge** window, select **Banner** and click **Create**. 4. In the **Nudge Title** field, enter the nudge name. 5. In the **Content** field, enter the nudge title. 6. To enable the nudge close button, turn on the **Show a close button** toggle. 7. Select the banner color by clicking the color icon. 8. Use the **Action** drop-down menu to select the type of engagement you want your users to have when they click the nudge. The"
+      },
+      {
+        "id": "ART-2063_KNOWLEDGE_NODE-27",
+        "title": "Nudges | Computer for Your Customers | DevRev",
+        "text": "release notes, news, or blogs with your customers. * *Open Widget*: Upon clicking on the nudge, the Plug widget opens to prompt the user to start a conversation. This is useful for informing customers about Plug cards and suggesting support options. * *None*: When the user clicks on the nudge, nothing happens and there won't be any interaction. 9. Define rules as described in the [Create rules](#create-rules) section. Create a banner --------------- 1. Click **Settings** >"
+      },
+      {
+        "id": "ART-2063_KNOWLEDGE_NODE-25",
+        "title": "Nudges | Computer for Your Customers | DevRev",
+        "text": "widget can trigger these nudges and help you engage and interact with your customers more effectively. DevRev supports the following types of nudges: * Spotlight * Banner ![]() Create a spotlight nudge ------------------------ 1. Click **Settings** > **Plug Nudges**. 2. Click **+ Nudge**. 3. In the **Create new nudge** window, select **Spotlight** and click **Create**. 4. In the **Nudge Title** field, enter the nudge name. 5. In the **Title** field, enter the nudge"
+      },
+      {
+        "id": "ART-886_KNOWLEDGE_NODE-4",
+        "title": "Nudges | The Book of DevRev",
+        "text": "Action The following video shows the DevRev Nudges feature in action: How to leverage Configuration Configuration of Nudges is simple and can be done in the DevRev app. To configure a nudge, perform the following steps: Navigate to settings > Support > PLuG Nudges Click on spotlight or banner nudge Input nudge content (will vary by type) Click on Rules and input conditions. Multiple page rules and operators can"
+      },
+      {
+        "id": "ART-982_KNOWLEDGE_NODE-4",
+        "title": "DevRev Nudges - Driving Customer Engagement",
+        "text": "Action The following video shows the DevRev Nudges feature in action: How to leverage Configuration Configuration of Nudges is simple and can be done in the DevRev app. To configure a nudge, perform the following steps: Navigate to settings > Support > PLuG Nudges Click on spotlight or banner nudge Input nudge content (will vary by type) Click on Rules and input conditions. Multiple page rules and operators can"
+      },
+      {
+        "id": "ART-10697_KNOWLEDGE_NODE-30",
+        "title": "February 2025 | Changelog | DevRev",
+        "text": "New filtering options let agents view tickets tied to specific articles, while updated analytics reveal the most and least linked articles, improving knowledge sharing and support strategy. * Plug is our live chat widget designed for real-time conversations in your customer portal. It reduces ticket volume by resolving common queries instantly, enhancing self-service and speeding up issue resolution. Use spotlight cards or banners to notify customers about incidents, updates, or promotions,"
+      },
+      {
+        "id": "ART-886_KNOWLEDGE_NODE-3",
+        "title": "Nudges | The Book of DevRev",
+        "text": "to show our offer, the image, and action (e.g. launch URL). I\\xe2\\x80\\x99ve configured this and you can check it out HERE! Types of Nudges DevRev Nudges currently supports two core types of nudges: Banner A banner at the top of the webpage Can only be text Can contain an action on click Spotlight A card located by the PLuG widget Can contain an image Can contain an action on click See It In"
+      },
+      {
+        "id": "ART-2063_KNOWLEDGE_NODE-23",
+        "title": "Nudges | Computer for Your Customers | DevRev",
+        "text": "2025](/docs/changelog/_2025-06-01) + [May 2025](/docs/changelog/_2025-05-01) + [March and April 2025](/docs/changelog/_2025-04-01) + [February 2025](/docs/changelog/_2025-02-01) * [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/) * [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU) + [Product demos](/docs/DevRevU/demos) On this page * [Create a spotlight nudge](#create-a-spotlight-nudge) * [Create a banner](#create-a-banner) * [Create"
+      },
+      {
+        "id": "ART-982_KNOWLEDGE_NODE-3",
+        "title": "DevRev Nudges - Driving Customer Engagement",
+        "text": "to show our offer, the image, and action (e.g. launch URL). I\\xe2\\x80\\x99ve configured this and you can check it out HERE! Types of Nudges DevRev Nudges currently supports two core types of nudges: Banner A banner at the top of the webpage Can only be text Can contain an action on click Spotlight A card located by the PLuG widget Can contain an image Can contain an action on click See It In"
+      }
+    ]
+  },
+  {
+    "query_id": "87a0c450-5958-433a-a7be-6909813e797b",
+    "query": "sync contacts and accounts from DevRev to Salesforce",
+    "retrievals": [
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-2",
+        "title": "Support queries related playbook",
+        "text": "details](https://devrev.ai/docs/integrations/jira) 4. Integration with Salesforce Yes, DevRev offers a Salesforce integration. You can sync accounts, contacts, opportunities, and more between DevRev and Salesforce. [Salesforce integration overview](https://devrev.ai/docs/integrations/salesforce) 5. Configuring Email Integration Snap-In Go to Settings \\xe2\\x86\\x92 Integrations \\xe2\\x86\\x92 Email, then follow the prompts to connect your email provider (Gmail, Outlook, or custom"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-30",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "it\\'s your first). 2. Create a new connection to your Salesforce account, or use an existing connection if you already have one. 3. Once the connection is established, select the Salesforce account you want to import and specify the DevRev part that should be used for any imported cases without a product. This initiates a bulk import of the selected account. 4. DevRev makes an effort to automatically map the fields from Salesforce to corresponding fields in DevRev. However, you may be"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-36",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "DevRev**. ![]() This may override fields in previously imported items, even if they were modified in DevRev. ### Sync to Salesforce After a successful import from a Salesforce account, you can sync changes made in DevRev to the previously imported cases back to Salesforce. Additionally, any new [DevRev tickets marked for sync](#mark-a-devrev-ticket-for-syncing) is created as new Salesforce items. To perform a one-time sync to Salesforce, follow these steps: 1. Go to"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-37",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "**Settings** > **Integrations** > **AirSyncs**. 2. Locate the previously imported project. 3. Select **\\xe2\\x8b\\xae** > **Sync DevRev to Salesforce Service**. ![]() This may override fields in Salesforce of previously imported items, even if they were modified in Salesforce. #### Mark a DevRev ticket for syncing Using the [Sync to Salesforce](#sync-to-salesforce) feature, it\\'s possible to sync DevRev tickets to Salesforce. In order to sync a DevRev ticket to a specific Salesforce"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-33",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "Salesforce](#sync-to-salesforce): + This option synchronizes any changes made in DevRev to previously synced Salesforce [supported items](#supported-objects) back to Salesforce. It also creates any [items marked in DevRev](#mark-a-devrev-ticket-for-syncing) for creation in Salesforce. This is a one-time operation. * [Periodic Sync](#periodic-sync): + By enabling this option, you can automatically sync new changes from Salesforce to DevRev on a periodic basis. The default frequency is"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-25",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "AirSync](/docs/integrations/salesforce) Salesforce AirSync ================== DevRev\\'s Salesforce AirSync allows you to perform a bulk migration, ongoing 1-way sync, or ongoing 2-way syncs. A bulk import is a prerequisite to setting up a sync. ![]() For more information, refer to the [Salesforce AirSync snap-in](https://marketplace.devrev.ai/salesforce) on the DevRev marketplace. Supported objects ----------------- The following is a list of Salesforce objects and their"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-35",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "longer available. ### Sync to DevRev After a successful import from a Salesforce account, you can choose to sync the imported data with DevRev. This feature airdrops any new items and any changes made to previously imported items from Salesforce. To perform a one-time sync to DevRev, follow these steps: 1. Go to **Settings** > **Integrations** > **AirSyncs**. 2. Locate the previously imported project. 3. Select **\\xe2\\x8b\\xae** > **Sync Salesforce Service to"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-32",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "automatically. Post import options ------------------- After a successful import, you have the following options available for the imported account: * [Sync to DevRev](#sync-to-devrev): + This option allows you to synchronize any modifications made in Salesforce with the corresponding items previously imported into DevRev. It also creates new items in DevRev for any new items created in Salesforce after the last sync or import. This is a one-time operation. * [Sync to"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-19",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "AirSync](/docs/integrations/dropbox) - [Hubspot AirSync](/docs/integrations/hubspot) - [Salesforce AirSync](/docs/integrations/salesforce) - [Zendesk AirSync](/docs/integrations/zendesk) - [Freshdesk AirSync](/docs/integrations/freshdesk) - [Freshdesk historical ticket import](/docs/integrations/freshdesk-historical-tickets) - [Rocketlane AirSync](/docs/integrations/rocketlane) - [Confluence AirSync](/docs/integrations/confluence-import) - [Confluence"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-29",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev",
+        "text": "editions include **Enterprise**, **Unlimited**, **Developer**, and **Performance**. Additionally, the **Professional** edition is supported if API access has been purchased as an add-on. ![]() To ensure a successful import, it\\'s important to verify that the Salesforce user has \"View All Data\" permissions, not to be confused with the \"View All\" permissions for individual objects. 1. Go to **Settings** > **Integrations** > **AirSyncs** and select **AirSync** (or **Start AirSync** if"
+      }
+    ]
+  },
+  {
+    "query_id": "c6798ed1-757f-4810-8b8b-3cf7e78a732c",
+    "query": "best way to export accounts in bulk",
+    "retrievals": [
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-1",
+        "title": "Export Accounts \u2014 DevRev | Docs",
+        "text": "__ [Pricing](https://devrev.ai/pricing) [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) [API Reference](/public/api-reference/getting-started)[Accounts](/public/api-reference/accounts/accounts) # Export Accounts GET https://api.devrev.ai/accounts.export Try it Exports a collection of accounts. ### Query parameters created_bylist of stringsOptional Filters for accounts created by the specified"
+      },
+      {
+        "id": "ART-1255_KNOWLEDGE_NODE-5",
+        "title": "Export Accounts (POST) | DevRev | Docs",
+        "text": "\"string\", | | 72 | \"display_name\": \"string\" | | 73 | }, | | 74 | \"tier\": \"string\", | | 75 | \"websites\": [ | | 76 | \"string\" | | 77 | ] | | 78 | } | | 79 | ] | | 80 | } | ``` Exports a collection of accounts. ### Headers AuthorizationstringRequired Bearer authentication of the form `Bearer <token>`, where token is your auth token. ### Request This endpoint expects an object. created\\\\_bylist of stringsOptional Filters for accounts created by the specified"
+      },
+      {
+        "id": "ART-1804_KNOWLEDGE_NODE-6",
+        "title": "Self \u2014 DevRev | Docs",
+        "text": "exported accounts. Show 18 properties API Reference accounts Export Post. POST https:// api.devrev.ai / accounts.export Exports a collection of accounts. Request. This endpoint expects an object. created_by list of strings Optional Filters for accounts created by the specified user(s). created_date object Optional Show 2 properties custom_fields map from strings to any Optional Filters for custom fields. display_name list of strings Optional Array of display names of accounts"
+      },
+      {
+        "id": "ART-1779_KNOWLEDGE_NODE-6",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "exported accounts. Show 18 properties API Reference accounts Export Post. POST https:// api.devrev.ai / accounts.export Exports a collection of accounts. Request. This endpoint expects an object. created_by list of strings Optional Filters for accounts created by the specified user(s). created_date object Optional Show 2 properties custom_fields map from strings to any Optional Filters for custom fields. display_name list of strings Optional Array of display names of accounts"
+      },
+      {
+        "id": "ART-1593_KNOWLEDGE_NODE-6",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "exported accounts. Show 18 properties API Reference accounts Export Post. POST https:// api.devrev.ai / accounts.export Exports a collection of accounts. Request. This endpoint expects an object. created_by list of strings Optional Filters for accounts created by the specified user(s). created_date object Optional Show 2 properties custom_fields map from strings to any Optional Filters for custom fields. display_name list of strings Optional Array of display names of accounts"
+      },
+      {
+        "id": "ART-1833_KNOWLEDGE_NODE-6",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "exported accounts. Show 18 properties API Reference accounts Export Post. POST https:// api.devrev.ai / accounts.export Exports a collection of accounts. Request. This endpoint expects an object. created_by list of strings Optional Filters for accounts created by the specified user(s). created_date object Optional Show 2 properties custom_fields map from strings to any Optional Filters for custom fields. display_name list of strings Optional Array of display names of accounts"
+      },
+      {
+        "id": "ART-1588_KNOWLEDGE_NODE-6",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "exported accounts. Show 18 properties API Reference accounts Export Post. POST https:// api.devrev.ai / accounts.export Exports a collection of accounts. Request. This endpoint expects an object. created_by list of strings Optional Filters for accounts created by the specified user(s). created_date object Optional Show 2 properties custom_fields map from strings to any Optional Filters for custom fields. display_name list of strings Optional Array of display names of accounts"
+      },
+      {
+        "id": "ART-1304_KNOWLEDGE_NODE-6",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "exported accounts. Show 18 properties API Reference accounts Export Post. POST https:// api.devrev.ai / accounts.export Exports a collection of accounts. Request. This endpoint expects an object. created_by list of strings Optional Filters for accounts created by the specified user(s). created_date object Optional Show 2 properties custom_fields map from strings to any Optional Filters for custom fields. display_name list of strings Optional Array of display names of accounts"
+      },
+      {
+        "id": "ART-1823_KNOWLEDGE_NODE-6",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "exported accounts. Show 18 properties API Reference accounts Export Post. POST https:// api.devrev.ai / accounts.export Exports a collection of accounts. Request. This endpoint expects an object. created_by list of strings Optional Filters for accounts created by the specified user(s). created_date object Optional Show 2 properties custom_fields map from strings to any Optional Filters for custom fields. display_name list of strings Optional Array of display names of accounts"
+      },
+      {
+        "id": "ART-1831_KNOWLEDGE_NODE-6",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "exported accounts. Show 18 properties API Reference accounts Export Post. POST https:// api.devrev.ai / accounts.export Exports a collection of accounts. Request. This endpoint expects an object. created_by list of strings Optional Filters for accounts created by the specified user(s). created_date object Optional Show 2 properties custom_fields map from strings to any Optional Filters for custom fields. display_name list of strings Optional Array of display names of accounts"
+      }
+    ]
+  },
+  {
+    "query_id": "1b7f0c03-5c55-403e-baf4-242b8d91bbe7",
+    "query": "copy schema subtype deal registration leaf type of account",
+    "retrievals": [
+      {
+        "id": "ART-15342_KNOWLEDGE_NODE-3",
+        "title": "Prepare-Update Schemas Subtypes | DevRev | Docs",
+        "text": "token. ### Request This endpoint expects an object. leaf\\\\_typestringRequired`format: \"text\"` Leaf type of the object. is\\\\_custom\\\\_leaf\\\\_typebooleanOptional Whether the leaf type corresponds to a custom object. new\\\\_subtypestringOptional`format: \"text\"` Name of the new subtype for the object. objectstringOptional`format: \"id\"` ID of the object of which subtype is to be changed. Used to fetch the object\\'s custom schema fragments and custom fields ###"
+      },
+      {
+        "id": "ART-15342_KNOWLEDGE_NODE-1",
+        "title": "Prepare-Update Schemas Subtypes | DevRev | Docs",
+        "text": "https://api.devrev.ai/schemas.subtypes.prepare-update \\\\ | | > | -H \"Authorization: Bearer <token>\" \\\\ | | > | -H \"Content-Type: application/json\" \\\\ | | > | -d \\'{ | | > | \"leaf_type\": \"string\" | | > | }\\' | ``` [Try it](/api-reference/customization/schemas-subtype-prepare-update-get?explorer=true) 200Successful ``` | | | | --- | --- | | 1 | { | | 2 | \"added_fields\": [ | | 3 | { | | 4 | \"name\": \"string\", | | 5 | \"default_value\": null | | 6 | } | | 7 | ], | | 8 |"
+      },
+      {
+        "id": "ART-4116_KNOWLEDGE_NODE-0",
+        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs",
+        "text": "b'[](/beta/api-reference/customization/schemas-subtype-prepare-update-get) Beta [API Reference](/beta/api-reference/accounts/create)[Customization](/beta/api-reference/customization/custom-objects-count) # Prepare-Update Schemas Subtypes POST https://api.devrev.ai/schemas.subtypes.prepare-update Try it Gets the new fragment IDs and fields resulting from changing a subtype. ### Request This endpoint expects an object. leaf_typestringRequired`format: \"text\"` Leaf"
+      },
+      {
+        "id": "ART-1602_KNOWLEDGE_NODE-2",
+        "title": "Get Schemas Aggregated (Beta) \u2014 DevRev | Docs",
+        "text": "DONs which are to be aggregated. custom_schema_spec.appslist of stringsOptional List of apps. custom_schema_spec.subtypestringOptional`format: \"text\"` Name of the subtype. is_custom_leaf_typebooleanOptional Whether the leaf type corresponds to a custom object. leaf_typestringOptional`format: \"text\"` The leaf type. Used for inferring the default stage diagram and tenant fragment ID. stock_schema_fragment_idstringOptional`format: \"id\"` The stock schema fragment which"
+      },
+      {
+        "id": "ART-2683_KNOWLEDGE_NODE-3",
+        "title": "Custom objects (Beta) \u2014 DevRev | Docs",
+        "text": "**Subtype** : A categorization of a leaf type. For example, \\xe2\\x80\\x9cpromotion\\xe2\\x80\\x9d or \\xe2\\x80\\x9cadvertising\\xe2\\x80\\x9d for a \\xe2\\x80\\x9ccampaign\\xe2\\x80\\x9d leaf type. 3. **Schema fragment** : A schema fragment defines the schema for an object. 4. **Custom fields** : User-defined fields that store specific data for your custom object. 5. **Unique key** : A unique identifier for each custom object. This is useful for maintaining idempotency when retrying custom object"
+      },
+      {
+        "id": "ART-15337_KNOWLEDGE_NODE-19",
+        "title": "Get Schemas Aggregated | DevRev | Docs",
+        "text": "subtype. is\\\\_custom\\\\_leaf\\\\_typebooleanOptional Whether the leaf type corresponds to a custom object. leaf\\\\_typestringOptional`format: \"text\"` The leaf type. Used for inferring the default stage diagram and tenant fragment ID. stock\\\\_schema\\\\_fragmentstringOptional`format: \"id\"` The stock schema fragment which is to be aggregated. ### Response Success. schemaobject List of custom fields from multiple source fragments. Show 13 properties ###"
+      },
+      {
+        "id": "ART-4116_KNOWLEDGE_NODE-1",
+        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs",
+        "text": "type of the object. is_custom_leaf_typebooleanOptional Whether the leaf type corresponds to a custom object. new_subtypestringOptional`format: \"text\"` Name of the new subtype for the object. objectstringOptional`format: \"id\"` ID of the object of which subtype is to be changed. Used to fetch the object\\xe2\\x80\\x99s custom schema fragments and custom fields ### Response Success. added_fieldslist of objectsOptional List of fields that have a default value and need to"
+      },
+      {
+        "id": "ART-15502_KNOWLEDGE_NODE-3",
+        "title": "Custom objects | DevRev | Docs",
+        "text": "\\xe2\\x80\\x9ccampaign\\xe2\\x80\\x9d. 2. **Subtype**: A categorization of a leaf type. For example, \\xe2\\x80\\x9cpromotion\\xe2\\x80\\x9d or \\xe2\\x80\\x9cadvertising\\xe2\\x80\\x9d for a \\xe2\\x80\\x9ccampaign\\xe2\\x80\\x9d leaf type. 3. **Schema fragment**: A schema fragment defines the schema for an object. 4. **Custom fields**: User-defined fields that store specific data for your custom object. 5. **ID prefix**: A unique prefix used to generate the display ID for the custom object. If the `id_prefix`"
+      },
+      {
+        "id": "ART-1783_KNOWLEDGE_NODE-225",
+        "title": "Locate \u2014 DevRev | Docs",
+        "text": "Optional Leaf type for which subtypes are required. leaf_types string Optional List of leaf types for which subtypes are required. Response. This endpoint returns an object. subtypes list of objects List of subtypes. Show 4 properties API Reference customization Subtypes List Post. POST https:// api.devrev.ai / schemas.subtypes.list Lists subtypes. Request. This endpoint expects an object. leaf_type string Optional Leaf type for which subtypes are required. leaf_types list"
+      },
+      {
+        "id": "ART-1804_KNOWLEDGE_NODE-231",
+        "title": "Self \u2014 DevRev | Docs",
+        "text": "Optional Leaf type for which subtypes are required. leaf_types string Optional List of leaf types for which subtypes are required. Response. This endpoint returns an object. subtypes list of objects List of subtypes. Show 4 properties API Reference customization Subtypes List Post. POST https:// api.devrev.ai / schemas.subtypes.list Lists subtypes. Request. This endpoint expects an object. leaf_type string Optional Leaf type for which subtypes are required. leaf_types list"
+      }
+    ]
+  },
+  {
+    "query_id": "41213d8b-9a95-4d61-acbf-5c4df3f80b30",
+    "query": "Automatic case classification by product, severity, and category",
+    "retrievals": [
+      {
+        "id": "ART-17181_KNOWLEDGE_NODE-9",
+        "title": "Skedulo reduced effort 30% to 5% and unlocked automation at scale",
+        "text": "volume. The AI-driven Knowledge Management System was revitalized with auto-summarized articles, freeing agents to focus on content creation rather than administrative tasks. DevRev also delivered an AI classifier that automated ticket categorization by product hierarchy, significantly reducing manual triage time. Throughout the implementation, the team described DevRev as delivering exactly what was promised without the typical enterprise software complexity. The migration to DevRev was"
+      },
+      {
+        "id": "ART-17515_KNOWLEDGE_NODE-25",
+        "title": "AI use cases in DevRev | Computer by DevRev | DevRev",
+        "text": "summary: Provides a summary of initial customer emails on tickets. * Spacebar summaries: Offers quick summaries of the **Updates** page, account records, and conversations. * Ticket and issue clustering: Groups similar tickets and issues together for easier management. * AI-generated enhancement descriptions: Creates detailed descriptions for enhancements based on the titles and descriptions of the enhancements and the linked objects. * Request classification: Differentiates between bugs"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-29",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "**Severity**: The importance of the ticket. Severity can be set to low, medium, blocker, or high. * **Stage**: The current state of the issue. The stage attribute is used to track the progress of the issue through its lifecycle. For more information on stages, see [stages](#stages). * **Part**: The part of the company or product that the issue is related to. For more information on parts, see [parts](./parts). * **Created by**: The user who created the ticket. * **Created date**: The date"
+      },
+      {
+        "id": "ART-1945_KNOWLEDGE_NODE-25",
+        "title": "Computer by DevRev | DevRev",
+        "text": "product. \\xf0\\x9f\\x94\\x97 Platform ---------- DevRev's [platform](./product/core) seamlessly connects [identities](./product/groups) (user, developer, support engineer, PM) and [parts](./product/parts) (product, capabilities, features, APIs) by interweaving design and artificial intelligence. This results in intelligent routing, classification, and prioritization of all work, including conversations, tickets, issues, enhancements, and opportunities ([glossary"
+      },
+      {
+        "id": "ART-17231_KNOWLEDGE_NODE-155",
+        "title": "Supported DevRev object types | DevRev | Docs",
+        "text": "| **severity** | Value | Name | Description | | --- | --- | --- | | `blocker` | Blocker | - | | `high` | High | - | | `low` | Low | - | | `medium` | Medium | - | **stage** | Value | Name | Description | | --- | --- | --- | | `awaiting_customer_response` | Awaiting Customer Response | - | | `awaiting_development` | Awaiting Development | - | | `awaiting_product_assist` | Awaiting Product Assist | - | | `canceled` | Canceled | - | | `in_development` | In Development | -"
+      },
+      {
+        "id": "ART-1039_KNOWLEDGE_NODE-10",
+        "title": "100ms delivers differentiated customer support through a unified channel",
+        "text": "scale and maintain the same level of support. ![]() Kshitij GuptaCo-Founder/CEO @ 100ms Top Features ------------ * Computer for user insights * Multi-channel inbox for Slack, Email, and website support * Bidirectional sync with Jira * Ticket clustering and attribution to product * Automatic updates to converge with development * Agentic AI\\xe2\\x80\\x93driven prioritization and clustering of conversations * Customized automatic responses * Customer record management *"
+      },
+      {
+        "id": "ART-1976_KNOWLEDGE_NODE-28",
+        "title": "Routing | Computer for Support Teams | DevRev",
+        "text": "scenarios ---------------------------- * Ticket routing based on customer inquiry keywords. * Group-specific routing based on customer account assignments. * Assignment routing based on severity and subtype. * Custom field and tag-based routing. * First responder ticket assignment. System requirements ------------------- * Administrator privileges are required for workflow deployment and execution. * User status (active/away) is configurable through the profile"
+      },
+      {
+        "id": "ART-1035_KNOWLEDGE_NODE-7",
+        "title": "Goodmeetings uses PLuG to reduce ticket resolution time",
+        "text": "and now with DevRev, we are more efficient. Top Features ------------ * Computer for Customers (in-app customer center / live help chat) * Team inbox for customer conversations * Ticket triage and management * Ticket clustering and attribution to product * Automatic updates * Convergence automation * Customized automatic responses * Snap-ins via DevRev Marketplace * Slack integration * Metrics, insights, reporting through Computer for user analytics The"
+      },
+      {
+        "id": "ART-1560_KNOWLEDGE_NODE-507",
+        "title": "Assign (Beta) \u2014 DevRev | Docs",
+        "text": "Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed"
+      },
+      {
+        "id": "ART-1509_KNOWLEDGE_NODE-459",
+        "title": "Prepare \u2014 DevRev | Docs",
+        "text": "specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided"
+      }
+    ]
+  },
+  {
+    "query_id": "0f16d2d9-ca4c-4091-bc94-1be50e2f7a90",
+    "query": "enable Generative AI for Knowledge Base creation",
+    "retrievals": [
+      {
+        "id": "ART-1983_KNOWLEDGE_NODE-30",
+        "title": "Questions & answers | Computer for Support Teams | DevRev",
+        "text": "creation, go to **Settings** > **Turing** > **Q&As** > **Preferences** on the top right and enable **Auto generate Q&As** and click **Save**. ![]() You need to be an admin to set preferences. ![]() When Computer creates a new Q&A, the conversation's owner receives a notification. It's their chance to ensure accuracy before deciding whether to *Publish* them if needed or *Archive* if not. Once approved and published, these Q&As enter Computer's knowledge base, ready to tackle"
+      },
+      {
+        "id": "ART-4171_KNOWLEDGE_NODE-8",
+        "title": "Make customer support real-time and personalized",
+        "text": "loss of context.\\xe2\\x80\\x9d ------------------------------------------------------------------------------------------------------------------------------------------------------------------- ### Vinod Muthukrishnan ### Former COO, Uniphore [Read customer story](/case-study/uniphore) ### Everything you need to deliver exceptional customer support - on one platform * GPT chatbot ----------- * Auto-creation of KB articles ---------------------------- * No-code workflow"
+      },
+      {
+        "id": "ART-1035_KNOWLEDGE_NODE-8",
+        "title": "Goodmeetings uses PLuG to reduce ticket resolution time",
+        "text": "Benefits ------------ * Ability to push Slack threads directly into tickets using DevRev integration DevRev PLuG widget as a live help chat, replacing multiple tools * DevRev Marketplace for snap-ins to push meeting action items and summaries into DevRev directly as ticket * Use of [generative AI in customer support](/blog/generative-ai-for-customer-support) for tracking and building intelligence in knowledge base\\x08 * Improved customer experience due to increased efficiency and"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-26",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev",
+        "text": "[articles](./articles) for more information. Once you have added your knowledge base, Turing can be switched on in two modes: suggestion or auto-response. You can configure Turing in **Settings > Turing Answers** and turn on the **Turing Answers** toggle. Suggest-only mode ----------------- Computer only suggests an answer to the user query. A support agent can accept or make edits to the answer, then send it to the user. Content-powered mode -------------------- Computer"
+      },
+      {
+        "id": "ART-4170_KNOWLEDGE_NODE-9",
+        "title": "DevRev | Blog",
+        "text": "Baldwa](/blog/explore-article-creation-and-analytics-dashboard)[![]() 7 min read10 step guide to preparing your knowledge base for Gen AI search Rhea Jain](/blog/guide-to-preparing-your-knowledge-base-for-ai-search) [![]()](/the-essential-methodology-whitepaper) [Dheeraj Pandey12 min read ### Essential Methodology ### Whitepaper for free \\xe2\\x9e\\xa4 The latest thinking on AI agents and platform](/the-essential-methodology-whitepaper) [Download"
+      },
+      {
+        "id": "ART-2133_KNOWLEDGE_NODE-28",
+        "title": "The Essential Methodology: Less but Better",
+        "text": "will be content-driven, collaboration-heavy, and roadmap-aware. In this methodology, users collaborate on roadmaps and knowledge base articles directly with companies. Customer portals must essentially provide access to KBs and product roadmaps and allow for public comments. Crawling and indexing social media and app store comments to improve product design and provide proactive support to anonymous users is also an important ingredient of the modern community. GenAI plays a big role in"
+      },
+      {
+        "id": "ART-13079_KNOWLEDGE_NODE-6",
+        "title": "DevRev Careers | Applied AI Engineer - Support",
+        "text": "expertise to ideate and shape how AI, analytics and workflows are used in customers' processes. **Objectives of this role will include:** * Design, develop and implement integrations, automations and customizations to integrate DevRev with customers\\xe2\\x80\\x99 tech stack and workflows, and ensure successful customer engagements. * Utilize AI in novel ways to solve customer problems, including Generative AI techniques like prompt engineering for foundation large language models"
+      },
+      {
+        "id": "ART-15153_KNOWLEDGE_NODE-12",
+        "title": "Deepdub scales global AI support with DevRev\u2019s conversational platform and intelligent knowledge automation",
+        "text": "tailored to their needs, and are now early adopters of custom AI agents. With early access to this capability, Deepdub reports impressive results, showcasing how rapidly they\\xe2\\x80\\x99ve matured in their AI space. Benefits: --------- * Support agents focus on solving complex problems rather than routine questions * The team provides global support without expanding headcount * Knowledge automatically improves through AI-generated content * Customers get immediate answers through"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-24",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "Agentic AI offers a proven solution. 1. Technical support improves with agentic AI capabilities. [DevRev\\xe2\\x80\\x99s support](/support) agents diagnose and resolve technical issues by analyzing error reports, system information, and knowledge bases. They guide users through troubleshooting steps and automatically document resolution paths. Unlike traditional systems, these AI agents leverage retrieval augmented generation to access information across multiple sources, delivering"
+      },
+      {
+        "id": "ART-1983_KNOWLEDGE_NODE-29",
+        "title": "Questions & answers | Computer for Support Teams | DevRev",
+        "text": "on\\xe2\\x80\\x94it learns. It autonomously generates new Q&As based on the resolved conversation, marking them for review under the *Review Needed* status. A Q&A isn't created if it is similar to the existing Q&A to avoid duplication. ``` Satisfactory answer Similar Q&A found No answer or talk to engineer Improves Turing Customer query Turing Conversation resolved No new Q&As created Q&As created ``` To enable automatic"
+      }
+    ]
+  },
+  {
+    "query_id": "6eb4477e-391c-4600-ac4a-d1809f32a801",
+    "query": "Resource Center downloads tutorials API documentation",
+    "retrievals": [
+      {
+        "id": "ART-1353_KNOWLEDGE_NODE-2",
+        "title": "For Developers | DevRev | Docs",
+        "text": "[tutorial](/api-reference/getting-started) shows you how to access the APIs. \\xf0\\x9f\\xa7\\xac Methods --------- Specifications covering the supported APIs are based on OpenAPI Specification 3.0. You can download the specs to use an OpenAPI 3.0-compliant tool to perform a variety of actions, including rendering them in UI and generating SDKs. Two [versions](/about/versioning) of the DevRev API are available: [public](/public) and [beta](/beta) (early access). Use the drop-down menu in the"
+      },
+      {
+        "id": "ART-1366_KNOWLEDGE_NODE-7",
+        "title": "For Developers \u2014 DevRev | Docs",
+        "text": "Engine](https://devrev.ai/workflow-engine) * [Turing AI](https://devrev.ai/turing-ai) Resources * [Pricing](https://devrev.ai/pricing/support) * [Blog](https://devrev.ai/blog) * [Events](https://devrev.ai/events) * [News](https://devrev.ai/blog?category=news) * [Case Studies](https://devrev.ai/case-study) * [Documentation](https://docs.devrev.ai/) * [API Reference](https://docs.devrev.ai/api/) * [The Book of DevRev](https://thebook.devrev.ai/) * [Partner"
+      },
+      {
+        "id": "ART-1403_KNOWLEDGE_NODE-10",
+        "title": "Self Dev User \u2014 DevRev | Docs",
+        "text": "Engine](https://devrev.ai/workflow-engine) * [Turing AI](https://devrev.ai/turing-ai) Resources * [Pricing](https://devrev.ai/pricing/support) * [Blog](https://devrev.ai/blog) * [Events](https://devrev.ai/events) * [News](https://devrev.ai/blog?category=news) * [Case Studies](https://devrev.ai/case-study) * [Documentation](https://docs.devrev.ai/) * [API Reference](https://docs.devrev.ai/api/) * [The Book of DevRev](https://thebook.devrev.ai/) * [Partner"
+      },
+      {
+        "id": "ART-1375_KNOWLEDGE_NODE-7",
+        "title": "List Artifacts \u2014 DevRev | Docs",
+        "text": "AI](https://devrev.ai/turing-ai) Resources * [Pricing](https://devrev.ai/pricing/support) * [Blog](https://devrev.ai/blog) * [Events](https://devrev.ai/events) * [News](https://devrev.ai/blog?category=news) * [Case Studies](https://devrev.ai/case-study) * [Documentation](https://docs.devrev.ai/) * [API Reference](https://docs.devrev.ai/api/) * [The Book of DevRev](https://thebook.devrev.ai/) * [Partner Program](https://devrev.ai/partners) * [Startup"
+      },
+      {
+        "id": "ART-13002_KNOWLEDGE_NODE-11",
+        "title": "Update Directory \u2014 DevRev | Docs",
+        "text": "Engine](https://devrev.ai/workflow-engine) * [Turing AI](https://devrev.ai/turing-ai) Resources * [Pricing](https://devrev.ai/pricing/support) * [Blog](https://devrev.ai/blog) * [Events](https://devrev.ai/events) * [News](https://devrev.ai/blog?category=news) * [Case Studies](https://devrev.ai/case-study) * [Documentation](https://docs.devrev.ai/) * [API Reference](https://docs.devrev.ai/api/) * [The Book of DevRev](https://thebook.devrev.ai/) * [Partner"
+      },
+      {
+        "id": "ART-1487_KNOWLEDGE_NODE-6",
+        "title": "Install DevRev CLI \u2014 DevRev | Docs",
+        "text": "AI](https://devrev.ai/turing-ai) Resources * [Pricing](https://devrev.ai/pricing/support) * [Blog](https://devrev.ai/blog) * [Events](https://devrev.ai/events) * [News](https://devrev.ai/blog?category=news) * [Case Studies](https://devrev.ai/case-study) * [Documentation](https://docs.devrev.ai/) * [API Reference](https://docs.devrev.ai/api/) * [The Book of DevRev](https://thebook.devrev.ai/) * [Partner Program](https://devrev.ai/partners) * [Startup"
+      },
+      {
+        "id": "ART-12456_KNOWLEDGE_NODE-30",
+        "title": "Features \u2014 DevRev | Docs",
+        "text": "Engine](https://devrev.ai/workflow-engine) * [Turing AI](https://devrev.ai/turing-ai) Resources * [Pricing](https://devrev.ai/pricing/support) * [Blog](https://devrev.ai/blog) * [Events](https://devrev.ai/events) * [News](https://devrev.ai/blog?category=news) * [Case Studies](https://devrev.ai/case-study) * [Documentation](https://docs.devrev.ai/) * [API Reference](https://docs.devrev.ai/api/) * [The Book of DevRev](https://thebook.devrev.ai/) * [Partner"
+      },
+      {
+        "id": "ART-4066_KNOWLEDGE_NODE-13",
+        "title": "Get Article \u2014 DevRev | Docs",
+        "text": "Engine](https://devrev.ai/workflow-engine) * [Turing AI](https://devrev.ai/turing-ai) Resources * [Pricing](https://devrev.ai/pricing/support) * [Blog](https://devrev.ai/blog) * [Events](https://devrev.ai/events) * [News](https://devrev.ai/blog?category=news) * [Case Studies](https://devrev.ai/case-study) * [Documentation](https://docs.devrev.ai/) * [API Reference](https://docs.devrev.ai/api/) * [The Book of DevRev](https://thebook.devrev.ai/) * [Partner"
+      },
+      {
+        "id": "ART-13000_KNOWLEDGE_NODE-11",
+        "title": "List Directories \u2014 DevRev | Docs",
+        "text": "[Pricing](https://devrev.ai/pricing/support) * [Blog](https://devrev.ai/blog) * [Events](https://devrev.ai/events) * [News](https://devrev.ai/blog?category=news) * [Case Studies](https://devrev.ai/case-study) * [Documentation](https://docs.devrev.ai/) * [API Reference](https://docs.devrev.ai/api/) * [The Book of DevRev](https://thebook.devrev.ai/) * [Partner Program](https://devrev.ai/partners) * [Startup Program](https://devrev.ai/startups) Company *"
+      },
+      {
+        "id": "ART-4052_KNOWLEDGE_NODE-3",
+        "title": "Identity provider \u2014 DevRev | Docs",
+        "text": "AI](https://devrev.ai/turing-ai) Resources * [Pricing](https://devrev.ai/pricing/support) * [Blog](https://devrev.ai/blog) * [Events](https://devrev.ai/events) * [News](https://devrev.ai/blog?category=news) * [Case Studies](https://devrev.ai/case-study) * [Documentation](https://docs.devrev.ai/) * [API Reference](https://docs.devrev.ai/api/) * [The Book of DevRev](https://thebook.devrev.ai/) * [Partner Program](https://devrev.ai/partners) * [Startup"
+      }
+    ]
+  },
+  {
+    "query_id": "bcc62ad8-6557-471a-b10c-65bcd71fd14c",
+    "query": "automations to fill repeated fields",
+    "retrievals": [
+      {
+        "id": "ART-2039_KNOWLEDGE_NODE-25",
+        "title": "Marker.io | Integrate | Snap-ins | DevRev",
+        "text": "create DevRev tickets from Marker.io issues, you can configure the snap-in to use this email to auto-fill the **Reported By** and **Customer Workspace** fields in tickets. If no contact or accounts match the email, they are automatically created. Installing the Marker.io integration snap-in -------------------------------------------- 1. Install the [Marker.io](/marketplace/marker-io) from the DevRev Marketplace. 2. Configure the snap-in as needed. * (Optional) Select the"
+      },
+      {
+        "id": "ART-16264_KNOWLEDGE_NODE-29",
+        "title": "June 2025 | Changelog | DevRev",
+        "text": "account. + 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). * **Handling multiple users:** + If all selected users within the **Reported By** field belong to the same workspace, the **Workspace** field remains unchanged. + If users are from different workspaces, the **Workspace** field is emptied, while the **Account** field"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-39",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "fields will auto-fill based on the messages. ### Ticket sharing options The new ticket modal in Slack includes a **Share with everyone** checkbox at the bottom: * **Enabled:** Shares the ticket details with the Slack channel via a summary card. * **Disabled:** Keeps the ticket internal with no updates to the Slack channel. Regardless of sharing, the ticket details are visible to the creator in the submission modal. ### Syncing details If sharing is enabled, the type of Slack"
+      },
+      {
+        "id": "ART-2007_KNOWLEDGE_NODE-26",
+        "title": "Automate opportunities | Automate | Snap-ins | DevRev",
+        "text": "marketplace, find **Automate opportunities** and click **Install**. Configuration ------------- 1. To configure the snap-in, type /AutomateOpportunityConfig in the **Discussions** tab of the snap-in. ![]() 1. Fill the required fields and click **Submit**. [PreviousAutomated part update](/docs/automations/automated-part-update)[NextBulk delete data](/docs/automations/bulk-delete) #### On this page * [Installation](#installation) *"
+      },
+      {
+        "id": "ART-2858_KNOWLEDGE_NODE-25",
+        "title": "Custom field migration | Automate | Snap-ins | DevRev",
+        "text": "while managing state through cursors for reliable execution. Installation ------------ 1. Open the DevRev marketplace and install the **Custom Field Migration** snap-in. 2. Select the workspace where you want to install the snap-in, confirm your selection, and click **Deploy snap-in**. Configuration ------------- 1. Go to **Snap-ins** > **Custom Field Migration** > **Configure**. 2. Fill the configuration for the object and fields. ![]() If you enable the **Unset"
+      },
+      {
+        "id": "ART-2874_KNOWLEDGE_NODE-9",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "text": "deduplication](/docs/automations/account-deduplication) - [Airtable](/docs/automations/airtable) - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev) - [Automatic customer reply](/docs/automations/auto-reply) - [Auto parts to conversation](/docs/automations/auto-parts) - [Automated part update](/docs/automations/automated-part-update) - [Automate opportunities](/docs/automations/opportunity) - [Bulk delete"
+      },
+      {
+        "id": "ART-2858_KNOWLEDGE_NODE-9",
+        "title": "Custom field migration | Automate | Snap-ins | DevRev",
+        "text": "deduplication](/docs/automations/account-deduplication) - [Airtable](/docs/automations/airtable) - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev) - [Automatic customer reply](/docs/automations/auto-reply) - [Auto parts to conversation](/docs/automations/auto-parts) - [Automated part update](/docs/automations/automated-part-update) - [Automate opportunities](/docs/automations/opportunity) - [Bulk delete"
+      },
+      {
+        "id": "ART-12391_KNOWLEDGE_NODE-26",
+        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev",
+        "text": "with *Conversation created* or *Ticket created*. This trigger is whenever a conversation or ticket gets created by your customers from Portal or Plug, or any of your integration which supports conversation syncing, like Slack, WhatsApp, or email. You can find the integrations in our marketplace. 2. Add the *Talk to agent* step as the next action. Fill all the required values of this step. The values needed to fill here are explained below. 3. Deploy the"
+      },
+      {
+        "id": "ART-4022_KNOWLEDGE_NODE-28",
+        "title": "CSV work item uploader | Automate | Snap-ins | DevRev",
+        "text": "some columns indicates custom fields from the tenant fragment. 5. The ctype\\\\_\\\\_ prefix in some columns represents custom type fields from the custom type fragment. Users can fill these fields when selecting a subtype for a work item. If certain ctype\\\\_\\\\_ fields are mandatory for a specific subtype, they must be filled. 6. For Update operation, provide the display ID of the work item that needs to be updated. Validations for uploading CSV ----------------------------- The following"
+      },
+      {
+        "id": "ART-4022_KNOWLEDGE_NODE-9",
+        "title": "CSV work item uploader | Automate | Snap-ins | DevRev",
+        "text": "deduplication](/docs/automations/account-deduplication) - [Airtable](/docs/automations/airtable) - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev) - [Automatic customer reply](/docs/automations/auto-reply) - [Auto parts to conversation](/docs/automations/auto-parts) - [Automated part update](/docs/automations/automated-part-update) - [Automate opportunities](/docs/automations/opportunity) - [Bulk delete"
+      }
+    ]
+  },
+  {
+    "query_id": "3a035e90-682d-4287-a6c9-4365d0755daf",
+    "query": "action to reopen ticket in workflow",
+    "retrievals": [
+      {
+        "id": "ART-2012_KNOWLEDGE_NODE-28",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev",
+        "text": "say \\xe2\\x80\\x9cI would like to add a terminal stage on my tickets\\xe2\\x80\\x9d and we will get it done. * If no terminal stage is set, tickets will reopen on new comments from customers if **Reopen Closed Tickets on customer message** is enabled in the [convergence snap-in](./converge). The tickets move to the _In Progress_ state by default. * If you connected your support email address with DevRev, it is recommended that you enable the **Allow automations to send email** in your"
+      },
+      {
+        "id": "ART-12390_KNOWLEDGE_NODE-38",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "(Optional) Opportunity subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields * stage: (Optional) New stage | Updated opportunity object | | UpdateQuestionAnswer | Updates a question and answer pair. | * id: ID of the Q&A to update * question: (Optional) Updated question * answer: (Optional) Updated answer * Other Q&A properties | Updated question\\\\_answer object | | UpdateTicket | Updates ticket details. | * id: ID of the ticket to update * Ticket details"
+      },
+      {
+        "id": "ART-2009_KNOWLEDGE_NODE-27",
+        "title": "Convergence | Automate | Snap-ins | DevRev",
+        "text": "ticket is closed or reopened. * Post in the linked conversation when a ticket is linked. * Post in child issue timeline when parent issue is closed. * Post in parent issue timeline when child issue is closed. * Post to issue's timeline when linked ticket's severity is changed. * Post in ticket's timeline when an issue linked to it is closed. * Post in enhancement's timeline when any linked issue is *In Development*. * Update ticket's stage when linked issue's state changes. * Update"
+      },
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-33",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "have been addressed. A conversation set to *resolved* still shows in the end-user's widget. If they respond again, it reopens the conversation and set the status to *needs response*. * *Archived* The final stage for conversation. [PreviousTicket-Team Performance](/docs/dashboards/ticket-team-performance)[NextConversation to ticket conversion](/docs/product/conversation-ticket) #### On this page * [Stages](#stages) [Enterprise grade security to protect customer"
+      },
+      {
+        "id": "ART-1976_KNOWLEDGE_NODE-25",
+        "title": "Routing | Computer for Support Teams | DevRev",
+        "text": "and effective resolution. Users can design workflows tailored to various scenarios; the example below illustrates a basic routing use case. | NODE | ACTIVITY | | --- | --- | | Trigger | Ticket created | | Action | Pick user by group | | Action | Update ticket | | | ID: Ticket created > Output > ID | | | Group > Output > ID | | | Owned by > Set: Pick user > Output > User | Orgs can set up pull-based routing by updating the group instead of the user ID in the workflow illustrated"
+      },
+      {
+        "id": "ART-2009_KNOWLEDGE_NODE-28",
+        "title": "Convergence | Automate | Snap-ins | DevRev",
+        "text": "ticket's stage when linked issue is linked or unlinked. * Close pending tickets if they have remained in the *Awaiting customer response* stage for longer than x days. * Update ticket's stage to waiting on user when user reverts on new conversation. * Update ticket's stage to *Accepted* and notify owner and customers when an enhancement in ideation stage is linked. * Update a spam conversation's stage to *Suspended*. * Update a spam ticket's stage to"
+      },
+      {
+        "id": "ART-1961_KNOWLEDGE_NODE-35",
+        "title": "Workflows | Computer by DevRev | DevRev",
+        "text": "or one from a previous node. 8. Click **Deploy**. 9. If you need to modify the workflow after is has been deployed, click **Pause**, edit the workflow, then click **Deploy** to reactivate it. Workflow example: Ticket auto-response -------------------------------------- ``` Control If true Action Action If false Add comment Object:\\xc2\\xa0Ticket\\xc2\\xa0Created\\xc2\\xa0>\\xc2\\xa0Output\\xc2\\xa0>\\xc2\\xa0ID Visibility: External Body:"
+      },
+      {
+        "id": "ART-2012_KNOWLEDGE_NODE-27",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev",
+        "text": "will be created, and the previous ticket stage will remain unchanged. ## Prerequisities * 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 moved to this stage, it cannot be reopened. None of the default stages are terminal stages. * To create a new terminal stage, contact DevRev via the PLuG widget (chat bubble) on the bottom left of your home screen of the DevRev app. Just"
+      },
+      {
+        "id": "ART-12390_KNOWLEDGE_NODE-39",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "to update * subtype: (Optional) Ticket subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields * stage: (Optional) New stage | Updated ticket object | Object links ------------ | Operation | Description | Input Parameters | Output | | --- | --- | --- | --- | | LinkConversationWithTicket | Creates a link between a conversation and a ticket. | * source: Conversation ID * link\\\\_type: Type of link (usually \"is\\\\_related\\\\_to\") * target: Ticket ID | Empty"
+      },
+      {
+        "id": "ART-12390_KNOWLEDGE_NODE-40",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "response on success | | LinkIncidentWithIssue | Creates a link between an incident and an issue. | * source: Incident ID * link\\\\_type: Type of link (usually \"is\\\\_dependent\\\\_on\") * target: Issue ID | Empty response on success | | LinkIssueWithIssue | Creates a link between two issues. | * source: Source issue ID * link\\\\_type: Type of link * target: Target issue ID | Empty response on success | | LinkTicketWithIssue | Creates a link between a ticket and an issue. | * source: Ticket ID *"
+      }
+    ]
+  },
+  {
+    "query_id": "200e0274-aa07-4b9a-9610-a3ac1a55899d",
+    "query": "assign issue owner to someone else using workflow",
+    "retrievals": [
+      {
+        "id": "ART-16615_KNOWLEDGE_NODE-28",
+        "title": "Board view | Vistas | Computer by DevRev | DevRev",
+        "text": "reassign Owner while keeping the same Stage. * Drag diagonally to change both Stage and Owner simultaneously. For example, moving a card from *In Progress/John* to *Review/Sarah*. 3. **Edit inline**: Click directly on editable fields within cards to make quick updates. 4. **Bulk edit**: Select multiple cards using hover or Shift + click and apply bulk actions in one go. ![]() ### Customize your view 1. **Create new items**: Click the **+** icon in any column or swimlane"
+      },
+      {
+        "id": "ART-1988_KNOWLEDGE_NODE-27",
+        "title": "Computer for Builders | DevRev",
+        "text": "provide significant flexibility in terms of size, hierarchy, and nature of work. Issues may contain smaller [tasks](./tasks) for the owner to track their own work. If work is needed from someone other than the issue owner, you can create child issues and assign them to a different owner. [Enhancements](./enhancements) may be used to track higher-level groups of user stories or to bundle related work together. \\xf0\\x9f\\x93\\x85 Planning: NNL &"
+      },
+      {
+        "id": "ART-1976_KNOWLEDGE_NODE-25",
+        "title": "Routing | Computer for Support Teams | DevRev",
+        "text": "and effective resolution. Users can design workflows tailored to various scenarios; the example below illustrates a basic routing use case. | NODE | ACTIVITY | | --- | --- | | Trigger | Ticket created | | Action | Pick user by group | | Action | Update ticket | | | ID: Ticket created > Output > ID | | | Group > Output > ID | | | Owned by > Set: Pick user > Output > User | Orgs can set up pull-based routing by updating the group instead of the user ID in the workflow illustrated"
+      },
+      {
+        "id": "ART-1989_KNOWLEDGE_NODE-31",
+        "title": "Commands | Computer for Support Teams | DevRev",
+        "text": "*Current User* to assign the field to the user executing the command. For example, a support agent working on a ticket can use a command to set themselves as the owner if the action configured in the command specifies the owner field as *Current User*. Managing commands ----------------- * **View All Commands**: Access a centralized list of draft, active, and inactive commands. You can sort and filter these commands based on their properties or attributes. * **Edit or clone commands**:"
+      },
+      {
+        "id": "ART-1976_KNOWLEDGE_NODE-27",
+        "title": "Routing | Computer for Support Teams | DevRev",
+        "text": "created > Output > ID Owned by > Set: Pick user > Output > User | Pick user node capabilities --------------------------- * Object: Selection of ticket or conversation routing type. * Group: Selection of routing destination group. * Users: Selection of specific ticket assignment users. * Strategy: Selection of assignment methodology (round-robin, load balancing, random). * Agent availability: Assignment filters based on agent status (away or active). Additional routing"
+      },
+      {
+        "id": "ART-1992_KNOWLEDGE_NODE-25",
+        "title": "Issues | Computer for Builders | DevRev",
+        "text": "issues in various views. Certain fields will be highlighted as mandatory during creation. For example, **Priority** is a required field. You can find all the stock attributes listed in **Settings** > **Object customization** > **Issue** > **Stock fields**. These are the stock attributes that come with DevRev: * **Owner**: The person responsible for the issue. Issues are assigned to an engineer, PM, designer, or any other team member through the **Owner** attribute. * **Priority**: The"
+      },
+      {
+        "id": "ART-1645_KNOWLEDGE_NODE-13",
+        "title": "Object customization (Beta) \u2014 DevRev | Docs",
+        "text": ">| }, >| ] >| }\\' [/code] ##### A bug has been identified in the production environment. The reporter creates a _bug_ -flavored _issue_ object to track it and assigns a relevant owner. [code] $| curl --location \\'https://api.devrev.ai/works.create\\' \\\\ ---|--- >| --header \\'Content-Type: application/json\\' \\\\ >| --header \\'Authorization: Bearer <TOKEN>\\' \\\\ >| --data \\'{ >| \"type\": \"issue\", >|"
+      },
+      {
+        "id": "ART-2010_KNOWLEDGE_NODE-29",
+        "title": "Bulk work item uploader | Automate | Snap-ins | DevRev",
+        "text": "**Select work items\\' owners (max 1)** drop-down menu, select the work item\\'s owner name. 3. From the **Select a part to assign to work items** drop-down menu, select a part for the work items. If the bulk work item upload is done using a part, the part is automatically selected. 4. In the **Customer ID** drop-down menu, select from the available workspaces associated with this account. If the bulk ticket upload is done using an account, the relevant workspaces are shown in the **Customer"
+      },
+      {
+        "id": "ART-1976_KNOWLEDGE_NODE-29",
+        "title": "Routing | Computer for Support Teams | DevRev",
+        "text": "section. Notification behavior --------------------- * Group-only routing triggers notifications for all group members. * Direct user assignment triggers notifications only for the assigned user. * Combined group and user routing triggers notifications only for the assigned user. * If a user is assigned as the owner after notifications have been sent to the group members, those notifications are removed for all members and retained only for the assigned owner. * When a new owner is"
+      },
+      {
+        "id": "ART-1994_KNOWLEDGE_NODE-33",
+        "title": "Sprint mode | Computer for Builders | DevRev",
+        "text": "sprint board and click **+Issue**. Create a new issue, assign it to the part, sprint and add the owner. ![]() Sprints are not coordinated with stages. 3. Select issues that you would like to assign to **Sprint 1** or **Sprint 2** then click **Move** in the toolbar at the top of the screen and select the sprint. ![]() 4. Go to **Sprint 1** or **Sprint 2** to see that issues are displayed. ![]() The sprint is also displayed in (and can be changed from) the"
+      }
+    ]
+  },
+  {
+    "query_id": "2c22e8f5-d293-4b2d-9aa4-2cf0c01e2cc2",
+    "query": "add multiple email addresses to one contact through Grow interface",
+    "retrievals": [
+      {
+        "id": "ART-1484_KNOWLEDGE_NODE-100",
+        "title": "Snapkit \u2014 DevRev | Docs",
+        "text": "defined in the Snap>\", 5| \"timestamp\": \"<timestamp as a string in ISO 8601 format>\", 6| \"value\": [\"<an array of emails as strings as inputted by the user>\"] 7| } [/code] Example payload [code] 1| { ---|--- 2| \"type\": \"email_list\", 3| \"action_id\": \"emails\", 4| \"action_type\": \"remote\", 5| \"timestamp\": \"2023-07-21T05:33:52.182Z\", 6| \"value\": [\"hello@hello.com\", \"example@example.com\", \"bonjour@hello.com\"]"
+      },
+      {
+        "id": "ART-1290_KNOWLEDGE_NODE-89",
+        "title": "Snapkit | DevRev | Docs",
+        "text": "ISO 8601 format>\", | | 6 | \"value\": [\"<an array of emails as strings as inputted by the user>\"] | | 7 | } | ``` Example payload ``` | | | | --- | --- | | 1 | { | | 2 | \"type\": \"email_list\", | | 3 | \"action_id\": \"emails\", | | 4 | \"action_type\": \"remote\", | | 5 | \"timestamp\": \"2023-07-21T05:33:52.182Z\", | | 6 | \"value\": [\"hello@hello.com\", \"example@example.com\", \"bonjour@hello.com\"] | | 7 | } | ``` ###### Static select A select menu that allows a user to choose one item"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-28",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "a database identifier or an email address.) * account\\\\_external\\\\_reference (the external reference of the contact\\'s parent account) ### Array fields For fields that accept multiple values, such as **owners** and **industry**, values should be separated by commas (,). For example, Agriculture and Forestry should be written as Agriculture,Forestry. ![]() If a value contains a comma, enclose it in backticks. For example, enter \"Rail, Bus & Taxi\" as `Rail, Bus & Taxi`. ###"
+      },
+      {
+        "id": "ART-1290_KNOWLEDGE_NODE-86",
+        "title": "Snapkit | DevRev | Docs",
+        "text": "input component, should be set to `\"email_list\"`. *Additional properties* * `min_items` (optional): The minimum number of items that can be added. * `max_items` (optional): The maximum number of items that can be added. * `initial_values` (optional): The initial values in the inputs when they are loaded. This is an array of strings. If `min_items` or `max_items` are set, the length of the array should be within the range. *Example* ![]() ``` | | | | --- | --- | | 1 | {"
+      },
+      {
+        "id": "ART-1290_KNOWLEDGE_NODE-85",
+        "title": "Snapkit | DevRev | Docs",
+        "text": "\"number_list\", | | 3 | \"action_id\": \"numbers\", | | 4 | \"action_type\": \"remote\", | | 5 | \"timestamp\": \"2023-07-21T05:33:52.182Z\", | | 6 | \"value\": [\"25\", \"42\", \"60\"] | | 7 | } | ``` **Email list input** A list of email input allows users to enter a list of emails. Works with [Input layout](/snapin-development/references/snapkit#input-layout) blocks. *Inherited properties* Inherited from [Snap](/snapin-development/references/snapkit#snap): * `type` (required): The type of the"
+      },
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-38",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "Step 2: Define the Primary Use Case Choose how DevRev should interpret emails sent to the primary address: * Choose between generating a **Ticket or a Conversation** from the incoming email. Toggle on **Set email as the default channel for tickets** to ensure that: * Customer chat replies are sent via email as well as to the original source of the channel. ### Step 3: Add Additional Support Emails You can add more addresses to handle support requests. * **Tickets**: Emails"
+      },
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-57",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "connection](#1-create-a-new-connection) * [2. Configure email integration snap-in](#2-configure-email-integration-snapin) * [Next steps for configuration of the snap-in](#next-steps-for-configuration-of-the-snapin) * [Step 1: Add a Primary Email Address](#step-1-add-a-primary-email-address) * [Step 2: Define the Primary Use Case](#step-2-define-the-primary-use-case) * [Step 3: Add Additional Support Emails](#step-3-add-additional-support-emails) * [Step 4: Set the Default Part and"
+      },
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-31",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "creators. Enter multiple emails separated by commas. * **Add non-existing customers**: Enable this to allow people in meetings who are not already customers to be added as customers. If a meeting is scheduled with people who are neither part of the company nor existing customers, this option allows them to be added as customers. * **Track meetings from free email domains**: Enable this feature to capture meetings scheduled using non-work email addresses, such as gmail.com or"
+      },
+      {
+        "id": "ART-1484_KNOWLEDGE_NODE-96",
+        "title": "Snapkit \u2014 DevRev | Docs",
+        "text": "4| \"action_type\": \"remote\", 5| \"timestamp\": \"2023-07-21T05:33:52.182Z\", 6| \"value\": [\"25\", \"42\", \"60\"] 7| } [/code] **Email list input** A list of email input allows users to enter a list of emails. Works with [Input layout](/public/snapin-development/references/snapkit#input-layout) blocks. _Inherited properties_ Inherited from [Snap](/public/snapin-development/references/snapkit#snap): * `type` (required): The type of the input component,"
+      },
+      {
+        "id": "ART-1484_KNOWLEDGE_NODE-97",
+        "title": "Snapkit \u2014 DevRev | Docs",
+        "text": "should be set to `\"email_list\"`. _Additional properties_ * `min_items` (optional): The minimum number of items that can be added. * `max_items` (optional): The maximum number of items that can be added. * `initial_values` (optional): The initial values in the inputs when they are loaded. This is an array of strings. If `min_items` or `max_items` are set, the length of the array should be within the range. _Example_ [code] 1| { ---|--- 2| \"element\": {"
+      }
+    ]
+  },
+  {
+    "query_id": "45a08470-c6f0-412a-9985-bbfd3f725b3c",
+    "query": "list agents API for account",
+    "retrievals": [
+      {
+        "id": "ART-1564_KNOWLEDGE_NODE-14",
+        "title": "List (Beta) \u2014 DevRev | Docs",
+        "text": "of objects List containing all the accounts Show 18 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist. API Reference accounts List Post. POST https://api.devrev.ai / accounts.list Gets a list of"
+      },
+      {
+        "id": "ART-1789_KNOWLEDGE_NODE-13",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "object. accounts list of objects List containing all the accounts Show 18 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist. API Reference accounts List Post. POST https:// api.devrev.ai / accounts.list Gets a list of"
+      },
+      {
+        "id": "ART-1835_KNOWLEDGE_NODE-13",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "object. accounts list of objects List containing all the accounts Show 18 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist. API Reference accounts List Post. POST https:// api.devrev.ai / accounts.list Gets a list of"
+      },
+      {
+        "id": "ART-1825_KNOWLEDGE_NODE-13",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "object. accounts list of objects List containing all the accounts Show 18 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist. API Reference accounts List Post. POST https:// api.devrev.ai / accounts.list Gets a list of"
+      },
+      {
+        "id": "ART-1781_KNOWLEDGE_NODE-13",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "object. accounts list of objects List containing all the accounts Show 18 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist. API Reference accounts List Post. POST https:// api.devrev.ai / accounts.list Gets a list of"
+      },
+      {
+        "id": "ART-1803_KNOWLEDGE_NODE-13",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "object. accounts list of objects List containing all the accounts Show 18 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist. API Reference accounts List Post. POST https:// api.devrev.ai / accounts.list Gets a list of"
+      },
+      {
+        "id": "ART-1595_KNOWLEDGE_NODE-13",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "object. accounts list of objects List containing all the accounts Show 18 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist. API Reference accounts List Post. POST https:// api.devrev.ai / accounts.list Gets a list of"
+      },
+      {
+        "id": "ART-1633_KNOWLEDGE_NODE-13",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "object. accounts list of objects List containing all the accounts Show 18 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist. API Reference accounts List Post. POST https:// api.devrev.ai / accounts.list Gets a list of"
+      },
+      {
+        "id": "ART-1590_KNOWLEDGE_NODE-13",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "object. accounts list of objects List containing all the accounts Show 18 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist. API Reference accounts List Post. POST https:// api.devrev.ai / accounts.list Gets a list of"
+      },
+      {
+        "id": "ART-1654_KNOWLEDGE_NODE-13",
+        "title": "List \u2014 DevRev | Docs",
+        "text": "object. accounts list of objects List containing all the accounts Show 18 properties next_cursor string Optional The cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist. prev_cursor string Optional The cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist. API Reference accounts List Post. POST https:// api.devrev.ai / accounts.list Gets a list of"
+      }
+    ]
+  },
+  {
+    "query_id": "f70a832e-15aa-4d51-bd81-81f1d51a3990",
+    "query": "SLA timer not running for newly created tickets with L1 SLA tag and Test SLA Pilot",
+    "retrievals": [
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-44",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "**Custom**: Filters all tickets that will breach by the selected date. ![]() Troubleshooting: No SLA running on the ticket --------------------------------------------- ### Issue You have created and published an SLA, but no SLA is running on the ticket. ### Solution 1. Check the **SLA Name** attribute: \\xc2\\xa0\\xc2\\xa0 - Verify that the **SLA Name** attribute on the ticket is not empty. \\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is empty, it means the customer account"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-46",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "\\xc2\\xa0 - Action: Check the policies you have created for the SLA listed under **SLA Name**. For example, if you have created two policies, one with the condition Severity = Blocker and another with Severity = High, a ticket with medium severity will still have the SLA name but will not have any running metrics because it does not meet the severity conditions. ### Next steps If the issue persists, review your SLA assignment rules and policies or contact support for further"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-45",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "selected on the ticket is not assigned any SLA. \\xc2\\xa0\\xc2\\xa0 \\xc2\\xa0 - Action: Check your SLA assignment rules or add the customer as an exception to any of your SLAs. ![]() The **SLA Name** is never empty if your organization has a default SLA. 1. Verify policy conditions: \\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is populated but you still see no SLA metrics running on the ticket, the ticket does not satisfy the conditions of any policy within the SLA. \\xc2\\xa0\\xc2\\xa0"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-47",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "assistance. ### Expected result The ticket should have an SLA running if the **SLA Name** is not empty and the ticket satisfies the conditions of any policy within the SLA. [PreviousCommands](/docs/product/commands)[NextOperational-level agreement](/docs/product/ola) #### On this page * [Create an SLA](#create-an-sla) * [Creating policies within SLA](#creating-policies-within-sla) * [Publishing an SLA](#publishing-an-sla) * [Assigning customers](#assigning-customers) *"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-48",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "[Adding assignment rules](#adding-assignment-rules) * [SLA metric calculation](#sla-metric-calculation) * [Viewing SLAs](#viewing-slas) * [Filtering tickets by Next SLA Target](#filtering-tickets-by-next-sla-target) * [Troubleshooting: No SLA running on the ticket](#troubleshooting-no-sla-running-on-the-ticket) * [Issue](#issue) * [Solution](#solution) * [Next steps](#next-steps) * [Expected result](#expected-result) [Enterprise grade security to protect customer data Learn more"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-25",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "running on the ticket](#troubleshooting-no-sla-running-on-the-ticket) * [Issue](#issue) * [Solution](#solution) * [Next steps](#next-steps) * [Expected result](#expected-result) 1. [Documentation](/docs) 3. [Computer for Support Teams](/docs/product/support) [Service-level agreement](/docs/product/sla) Service-level agreement ======================= A service-level agreement (SLA) is a contract between you and your customers that sets the expectations for your service"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-28",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "*Conversation Policy*. 3. In the **New ticket policy** pane, under **Conditions**, select the ticket attributes values of **Tag**, **Part**, and **Severity**. 4. Under **Metrics**, enable or disable **First response**, **Next response**, and **Resolution time**. 5. Click **Publish**. ![]() SLA metrics are only applied to tickets or conversations that meet the policy's conditions. Publishing an SLA ----------------- SLAs can be published once all policies are created. Published"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-32",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "triggered when a conversation is resolved, not when it's archived through conversion. * **SLA handling** : Conversation and ticket SLAs operate independently. When converting: * The new ticket starts with its own response and resolution SLA timers. * All active SLA metrics on the original conversation are marked as completed. * **Conversion permanence** : Conversion cannot be undone. Once a conversation is converted to a ticket, this action is permanent and the conversation"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-32",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "handling**: Conversation and ticket SLAs operate independently. When converting: + The new ticket starts with its own response and resolution SLA timers + All active SLA metrics on the original conversation are marked as completed [PreviousConversations](/docs/product/conversation)[NextTickets](/docs/product/tickets) #### On this page * [Conversation conversion process](#conversation-conversion-process) * [Convert conversations to tickets](#convert-conversations-to-tickets) *"
+      },
+      {
+        "id": "ART-2695_KNOWLEDGE_NODE-31",
+        "title": "Operational-level agreement | Computer for Support Teams | DevRev",
+        "text": "additional configuration; it automatically resumes when the issue stage updates to any stage not designated for stopping the timer. 5. Click **Save**. Assigning stage values for starting and stopping the timer is mandatory. Ensure that each stage value is unique across the start, pause, and stop options. Any configuration changes will only apply to issues created after the changes are made. ![]() Uninstalling the snap-in will remove the OLA metric from all active and new issues, which"
+      }
+    ]
+  },
+  {
+    "query_id": "dc2b710b-25ce-4b9d-b85c-f556e8fd4a56",
+    "query": "how to find secondary ticket",
+    "retrievals": [
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-59",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "duplicate tickets transfer to the primary ticket. * The older messages and attachments on the duplicate ticket remains within the duplicate ticket post merge. * Any new customer message on duplicate tickets post merge sync to the primary ticket. * Duplicate tickets remain accessible through the **Linked Objects** section of the primary ticket. * CSAT triggers only for the primary ticket resolution. * Merge actions cannot be reversed, and merged tickets cannot be merged again. Follow up"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-39",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "other tickets or issues that relate to this ticket, click **Link Records** and select the relevant items. 7. If you would like to immediately create another ticket, select **Create multiple**. 8. Click **Create**. If a ticket is created from an existing conversation, then the ticket's title and description are populated automatically from the conversation. ![]() You can create a child issue by clicking **+ Link issue** > **Add a child issue**. You can link the other existing issue as"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-57",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "only when users configure the post merge stage in the ticket preference settings page. ### Merge tickets 1. Open the primary ticket and select the merge option from the side panel. ![]() The ticket from which you initiate the merge becomes the primary ticket. 2. In the modal window that appears, review the suggested duplicate tickets based on the pre-filled primary ticket title. 3. Select the appropriate duplicate tickets and confirm the merge action. There is no limit"
+      },
+      {
+        "id": "ART-12390_KNOWLEDGE_NODE-41",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "link\\\\_type: Type of link (usually \"is\\\\_dependent\\\\_on\") * target: Issue ID | Empty response on success | | ListObjectsLinkedToIssue | Retrieves objects linked to an issue. | * issue: ID of the issue * objects: Types of objects to find * relationship: (Optional) Specific relationship types to filter by | Array of linked objects with relationship information | | ListObjectsLinkedToTicket | Retrieves objects linked to a ticket. | * ticket: ID of the ticket * objects: Types of objects to find *"
+      },
+      {
+        "id": "ART-15376_KNOWLEDGE_NODE-2",
+        "title": "Merge Dev Users | DevRev | Docs",
+        "text": "tickets, parts etc. owned by the secondary Dev user will be transferred to the primary Dev user. ### Headers AuthorizationstringRequired Bearer authentication of the form `Bearer <token>`, where token is your auth token. ### Request This endpoint expects an object. primary\\\\_userstringRequired`format: \"id\"` The unique ID of the primary user. secondary\\\\_userstringRequired`format: \"id\"` The unique ID of the secondary user. ### Response Response object for"
+      },
+      {
+        "id": "ART-1959_KNOWLEDGE_NODE-34",
+        "title": "Search | Computer by DevRev | DevRev",
+        "text": "subtype:<subtype_name> <custom_field_name>:<value> ``` ``` **Examples** Search for tickets related to access issues with tenant field escalated: ``` ``` 1 tnt__escalated:true access issues ``` ``` Search for bugs related to access issues with subtype field customer\\\\_impact: ``` ``` 1 subtype:Bug ctype__customer_impact:true access issues ``` ``` Search across multiple subtypes for tickets related to access issues: ``` ``` 1 subtype:Bug,Events access"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-54",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "already raised in the primary ticket. Duplicate tickets often arise from customers submitting multiple requests through different channels (email, portal, Slack). All duplicate tickets become *immutable* after merging. **Primary ticket** A primary ticket is the main record that consolidates all relevant information from duplicate tickets. It serves as the primary source of communication for all merged duplicate tickets, ensuring that all customer interactions, updates, and resolutions are"
+      },
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-5",
+        "title": "Support queries related playbook",
+        "text": "ticket, selecting the merge option, and choosing the duplicate tickets to merge. Only unclosed tickets with the same reporters can be merged. After merging, duplicate tickets are archived, and all future messages go to the primary ticket. Step-by-step guide:\\xc2\\xa0[How to merge tickets](https://devrev.ai/docs/product/tickets#merging-guidelines) 2. Creating Tickets in DevRevYou can create tickets from the app, support portal, Slack, or via API. Fill in required fields (like title, part,"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-56",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "reporters or no reporters. * Active status: Only unclosed tickets can be selected as primary or duplicate tickets. * Channel flexibility: Tickets from any channel can be merged if they share the same reporters. ### Merge settings You can configure the following options in the ticket preferences page: * Communication messages for duplicate and primary ticket owners * Stage of duplicate tickets after merge * Accounts to exclude from automated messages ![]() Merge can be enabled"
+      },
+      {
+        "id": "ART-2012_KNOWLEDGE_NODE-29",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev",
+        "text": "[email integration snap-in](../integrations/email). This is to ensure that your customer receives an email about the follow-up ticket creation. ## Installation 1. In DevRev, go to **Settings** > **Snap-ins** and click **Explore Marketplace** in the top-right corner. 2. In the DevRev marketplace, find **Follow-up ticket** and click **Install**. [PreviousDescope identity validation](/docs/automations/descope-identity-validation)[NextHTTP archive file upload &"
+      }
+    ]
+  },
+  {
+    "query_id": "05e8a3ee-fe67-4ece-b8c8-5088330b0864",
+    "query": "converting conversations to tickets issue customer channel acme",
+    "retrievals": [
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-28",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "tickets -------------------------------- **Manual conversion** Go to the conversation record pane and select **Convert to Ticket** to create a new ticket from the conversation. ![]() **Automated conversion via workflows** Set up automated [workflows](./workflow-engine) to convert conversations to tickets based on specific triggers: * When a conversation meets defined criteria * When the AI agent identifies an issue requiring escalation * According to custom business"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-27",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "happens automatically: * The original conversation moves to *Archived* stage and cannot be reopened. * A new ticket is created with: + All internal discussions and customer messages copied from the conversation + Equivalent metadata as the conversation, including source channel, customer account information, and external members added as **reported by** on the ticket + An AI-generated ticket title and description based on customer messages Convert conversations to"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-25",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "is being replaced with a new **Convert to Ticket** feature. This change provides a more seamless transition from conversation to ticket management. ## How Conversation conversion works When you convert a conversation to a ticket, the following happens automatically: * The original conversation is moved to _Archived_ stage and cannot be reopened. * A new ticket is created with: * All internal discussions and customer messages copied from the conversation. * Preserved"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-26",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "conversation metadata including: * Source channel * Customer account information * External members added as **reported by** on the ticket * An AI-generated ticket title and description based on customer messages. ### How to convert Conversations to Tickets **Manual Conversion** To manually convert a conversation to a ticket: 1. Open the conversation record pane view. 2. Click **Convert to Ticket** to initiate the conversion. **Automated Conversion"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-29",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "end user. ## Why you should convert a Conversation to a Ticket Consider converting a conversation to a ticket in these scenarios: * **Complex issues** : When a customer inquiry requires in-depth investigation that can't be resolved in a quick conversation. * **Cross-team collaboration** : Issues requiring input from multiple departments or specialists. * **Escalation needs** : When a conversation needs to be escalated to a higher support tier. * **Feature requests** :"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-27",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "via Workflows** Set up automated workflows to convert conversations to tickets based on specific triggers: * When a conversation is updated with certain criteria * When your AI agent identifies an issue requiring escalation * According to your custom business rules Workflows enable seamless handovers from automated conversations to your support teams when necessary. ## End user experience ### PLuG widget experience When a conversation is converted to a ticket in the"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-25",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "Teams](/docs/product/support) [Conversations](/docs/product/conversation) [Conversation to ticket conversion](/docs/product/conversation-ticket) Conversation to ticket conversion ================================= You can convert conversations from Plug and Slack directly into tickets. Previously, conversations were only linked to tickets. This update streamlines workflows and enhances the customer experience. For conversations originating from Plug or Slack, the **Link to Ticket**"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-24",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "[Support](/docs/product/support?) 4. [Conversations](/docs/product/conversation?) 5. [Convert Conversations to Tickets](/docs/product/Conversation-Tickets?) # Convert Conversations to Tickets You can now convert conversations from PLuG and Slack directly into tickets. Previously, conversations were only linked to tickets. This update streamlines workflows and enhances the customer experience. For conversations originating from PLuG or Slack, the **Link to Ticket** functionality"
+      },
+      {
+        "id": "ART-12390_KNOWLEDGE_NODE-29",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "Ticket | Creates a new ticket in DevRev. | * Ticket details like title, body, applies\\\\_to\\\\_part, etc. * subtype: (Optional) Ticket subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields | Created ticket object | | Convert Conversation To Ticket | Converts a conversation to a ticket. | * conversation\\\\_id: ID of the conversation to convert | ticket\\\\_id: ID of the created ticket | Object retrieval ---------------- | Operation | Description | Input"
+      },
+      {
+        "id": "ART-1947_KNOWLEDGE_NODE-36",
+        "title": "Apps | Computer by DevRev | DevRev",
+        "text": "Conversations can be immediately linked to a ticket, a ticket to an issue and subsequently to a part (product capabilities and features). | Link | Control | | --- | --- | | Conversation \\xe2\\x86\\x92 Ticket | Open the conversation and click **Tickets > + Link tickets**. Either create a new ticket or select an existing ticket. | | Ticket \\xe2\\x86\\x92 Issue | Open the ticket and click **Issues > + Link issues**. Either create a new issue or select an existing issue. | | Issue \\xe2\\x86\\x92"
+      }
+    ]
+  },
+  {
+    "query_id": "0e3d4f90-8b81-449e-85cb-cda6c356cf11",
+    "query": "add subtype in conversation in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-1957_KNOWLEDGE_NODE-36",
+        "title": "Object customization | Computer by DevRev | DevRev",
+        "text": "object. 1. Click **+** on the right side of **Objects**. A **New subtype** popup will appear. 2. Provide a name and description and select which object this belongs to. Click **Proceed**. 3. You can now customize this subtype as per your wish. Click **Edit** in the top right corner. 4. [Add new fields](#add-a-new-field-to-an-object-or-a-subtype) that you need. 5. Publish the subtype to make it live. To delete the subtype, **\\xe2\\x8b\\xae** next to **Edit** then **Deprecate"
+      },
+      {
+        "id": "ART-1506_KNOWLEDGE_NODE-13",
+        "title": "Create Conversation (Beta) \u2014 DevRev | Docs",
+        "text": "\"don:core:dvrv-us-1:devo/example:custom_type_fragment/custom-type-fragment-id\", 115| \"subtype\": \"subtype\", 116| \"tags\": [ 117| { 118| \"tag\": { 119| \"id\": \"id\", 120| \"name\": \"name\" 121| } 122| } 123| ], 124| \"title\": \"title\" 125| } 126| } [/code] [Delete ConversationUp Next](/beta/api-reference/conversations/delete) [Built"
+      },
+      {
+        "id": "ART-1510_KNOWLEDGE_NODE-10",
+        "title": "Get Conversation (Beta) \u2014 DevRev | Docs",
+        "text": "\"don:core:dvrv-us-1:devo/example:custom_type_fragment/custom-type-fragment-id\", 115| \"subtype\": \"subtype\", 116| \"tags\": [ 117| { 118| \"tag\": { 119| \"id\": \"id\", 120| \"name\": \"name\" 121| } 122| } 123| ], 124| \"title\": \"title\" 125| } 126| } [/code] [Get Conversation (POST)Up Next](/beta/api-reference/conversations/get-post) [Built"
+      },
+      {
+        "id": "ART-1514_KNOWLEDGE_NODE-12",
+        "title": "Update Conversation (Beta) \u2014 DevRev | Docs",
+        "text": "105| \"notes\": \"notes\", 106| \"ordinal\": 1, 107| \"stage\": { 108| \"id\": \"id\" 109| }, 110| \"state\": { 111| \"id\": \"id\" 112| } 113| }, 114| \"stock_schema_fragment\": \"don:core:dvrv-us-1:devo/example:custom_type_fragment/custom-type-fragment-id\", 115| \"subtype\": \"subtype\", 116| \"tags\": [ 117| { 118| \"tag\": { 119|"
+      },
+      {
+        "id": "ART-1524_KNOWLEDGE_NODE-10",
+        "title": "Get Conversation (POST) (Beta) \u2014 DevRev | Docs",
+        "text": "112| } 113| }, 114| \"stock_schema_fragment\": \"don:core:dvrv-us-1:devo/example:custom_type_fragment/custom-type-fragment-id\", 115| \"subtype\": \"subtype\", 116| \"tags\": [ 117| { 118| \"tag\": { 119| \"id\": \"id\", 120| \"name\": \"name\" 121| } 122| } 123| ], 124| \"title\": \"title\" 125| } 126| } [/code] [List ConversationsUp"
+      },
+      {
+        "id": "ART-17231_KNOWLEDGE_NODE-58",
+        "title": "Supported DevRev object types | DevRev | Docs",
+        "text": "top](/airsync/supported-object-types#summary) conversation ------------ **Resource Type:** `conversation` **Capabilities:** Can Load, Can Subtype ### Fields | Field | Type | Required | Description | | --- | --- | --- | --- | | `applies_to_part_ids` | reference (collection)\\xe2\\x86\\x92[#category:part] | | Details of the parts relevant to the conversation. | | `broadcast_channels` | text (collection) | | Active channels for the conversation | | `channels` | reference"
+      },
+      {
+        "id": "ART-1950_KNOWLEDGE_NODE-47",
+        "title": "Parts & trails | Computer by DevRev | DevRev",
+        "text": "categorize them further. For example, you can create subtypes for bugs, features, and tasks. Subtypes can be used to filter issues in various views. A subtype inherits all the attributes of its parent issue type. You can add custom attributes to a subtype. To know how to create subtypes and add custom attributes to them, see [object customization](./object-customization). [PreviousGroups](/docs/product/groups)[NextVistas](/docs/product/vistas) #### On this page * [Customer"
+      },
+      {
+        "id": "ART-1512_KNOWLEDGE_NODE-11",
+        "title": "List Conversations (Beta) \u2014 DevRev | Docs",
+        "text": "55| \"name\": \"name\" 56| }, 57| \"stock_schema_fragment\": \"don:core:dvrv-us-1:devo/example:custom_type_fragment/custom-type-fragment-id\", 58| \"subtype\": \"subtype\", 59| \"tags\": [ 60| { 61| \"tag\": { 62| \"id\": \"id\", 63| \"name\": \"name\" 64| } 65| } 66| ], 67| \"title\": \"title\" 68| } 69| ],"
+      },
+      {
+        "id": "ART-2683_KNOWLEDGE_NODE-21",
+        "title": "Custom objects (Beta) \u2014 DevRev | Docs",
+        "text": "// other fields >| ], >| }\\' [/code] ### Add subtypes to custom objects Adding subtypes to custom objects allows you to categorize and manage your custom objects more effectively. The process is the same as adding subtypes to other standard DevRev objects like issues and tickets. Let\\xe2\\x80\\x99s say you have run different types of campaigns like social media and email marketing. You can create a subtype for each of these variants. If you want to create a"
+      },
+      {
+        "id": "ART-1956_KNOWLEDGE_NODE-29",
+        "title": "Roles | Computer by DevRev | DevRev",
+        "text": "specific subtypes: 1. In the subtype section of the object, select **Add**. 2. Select the subtype to update privileges. 3. To further restrict privileges, add a custom condition as with object roles. 7. Select **Save**. ### Update a customer role 1. In [**Settings > Customer Management > Roles**](https://app.devrev.ai/devrev/settings/customer-roles), select the role to update. 2. Select **Edit**. 3. Update the role details. 4. Select **Save**. ### Assign a"
+      }
+    ]
+  },
+  {
+    "query_id": "c52998fe-3545-4109-b719-ee5a3b792209",
+    "query": "DevRev Platform Orientation & Navigation Guide video login options",
+    "retrievals": [
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-0",
+        "title": "October 5: Left navigation | Changelog | DevRev",
+        "text": "b\"[](/) * Product * Platform * Marketplace * Company * Resources * Pricing __ [Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo) [](/) __ Product __ Platform __ Marketplace __ Company __ Resources __ Pricing __ [Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo) Search `CTRL` \\\\+ `K` * [Introduction](/docs) * [AgentOS platform](/docs/intro) * [Core concepts](/docs/product/core) *"
+      },
+      {
+        "id": "ART-12447_KNOWLEDGE_NODE-14",
+        "title": "Quickstart guide \u2014 DevRev | Docs",
+        "text": "Inc. [](https://devrev.ai) * Product * Platform * Solutions * Marketplace * Company * Resources * [Pricing](https://devrev.ai/pricing) __ [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) [](https://devrev.ai) __ Product __ Platform __ Solutions __ Marketplace __ Company __ Resources __ [Pricing](https://devrev.ai/pricing) [Login](https://app.devrev.ai/login)[Book a"
+      },
+      {
+        "id": "ART-12450_KNOWLEDGE_NODE-13",
+        "title": "Quickstart guide \u2014 DevRev | Docs",
+        "text": "Company * Resources * [Pricing](https://devrev.ai/pricing) __ [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) [](https://devrev.ai) __ Product __ Platform __ Solutions __ Marketplace __ Company __ Resources __ [Pricing](https://devrev.ai/pricing) [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) '"
+      },
+      {
+        "id": "ART-1470_KNOWLEDGE_NODE-1",
+        "title": "Getting started \u2014 DevRev | Docs",
+        "text": "__ [Pricing](https://devrev.ai/pricing) [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) On this page * [Before you begin](/public/snapin-development/tutorials/getting-started#before-you-begin) * [Log in to DevRev for authentication](/public/snapin-development/tutorials/getting-started#log-in-to-devrev-for-authentication) * [Initialize a snap-in template](/public/snapin-development/tutorials/getting-started#initialize-a-snap-in-template)"
+      },
+      {
+        "id": "ART-1963_KNOWLEDGE_NODE-0",
+        "title": "Accessing DevRev | Computer by DevRev | DevRev",
+        "text": "b'Accessing DevRev | Computer by DevRev | DevRev * Computer * Resources * [Our Customers](/case-study) [Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo) Computer Resources [Our Customers](/case-study) [Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo) Search `CTRL`\\xc2\\xa0+\\xc2\\xa0`K` * [Introduction](/docs) * [Computer by DevRev](/docs/intro) + [Core concepts](/docs/product/core) + [Apps](/docs/product/apps) +"
+      },
+      {
+        "id": "ART-4070_KNOWLEDGE_NODE-21",
+        "title": "Update Article \u2014 DevRev | Docs",
+        "text": "__ [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) [](https://devrev.ai) __ Product __ Platform __ Solutions __ Marketplace __ Company __ Resources __ [Pricing](https://devrev.ai/pricing) [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) '"
+      },
+      {
+        "id": "ART-1438_KNOWLEDGE_NODE-24",
+        "title": "Create Work \u2014 DevRev | Docs",
+        "text": "__ [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) [](https://devrev.ai) __ Product __ Platform __ Solutions __ Marketplace __ Company __ Resources __ [Pricing](https://devrev.ai/pricing) [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) '"
+      },
+      {
+        "id": "ART-1362_KNOWLEDGE_NODE-15",
+        "title": "Authentication \u2014 DevRev | Docs",
+        "text": "Inc. [](https://devrev.ai) * Product * Platform * Solutions * Marketplace * Company * Resources * [Pricing](https://devrev.ai/pricing) __ [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) [](https://devrev.ai) __ Product __ Platform __ Solutions __ Marketplace __ Company __ Resources __ [Pricing](https://devrev.ai/pricing) [Login](https://app.devrev.ai/login)[Book a"
+      },
+      {
+        "id": "ART-12475_KNOWLEDGE_NODE-0",
+        "title": "Migrating from UserExperior to DevRev",
+        "text": "b'This document serves as a guide for migrating from UserExperior ( plug.devrev.ai ) to DevRev ( app.devrev.ai ). Log in to your DevRev account at app.devrev.ai/login . Pin the relevant views in the left navigation panel for Session Analytics. The views to pin are Session Replays , Session Analytics: Web , and Session Analytics: Mobile . For detailed instructions on this process, click here . Locate the SDK integration key by navigating to Settings > Support > Session Replays"
+      },
+      {
+        "id": "ART-1493_KNOWLEDGE_NODE-11",
+        "title": "Functions \u2014 DevRev | Docs",
+        "text": "Inc. [](https://devrev.ai) * Product * Platform * Solutions * Marketplace * Company * Resources * [Pricing](https://devrev.ai/pricing) __ [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) [](https://devrev.ai) __ Product __ Platform __ Solutions __ Marketplace __ Company __ Resources __ [Pricing](https://devrev.ai/pricing) [Login](https://app.devrev.ai/login)[Book a"
+      }
+    ]
+  },
+  {
+    "query_id": "da7b37fd-25ab-4968-9f53-c311043f6306",
+    "query": "change subtype of ticket error something went wrong",
+    "retrievals": [
+      {
+        "id": "ART-16108_KNOWLEDGE_NODE-0",
+        "title": "Airdrop Work Subtype Schema",
+        "text": "Airdrop does not allow changing which subtype it syncs work items to. The subtypes that Airdrop creates, are maintained by Airdrop, because they have to reflect the schema they the customer has in the external system (custom fields, field values, stages etc. all have to exactly match the external system schema). To modify the subtype, one should modify the schema in the external system."
+      },
+      {
+        "id": "ART-4116_KNOWLEDGE_NODE-3",
+        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs",
+        "text": "Error 403 Forbidden Error 404 Not Found Error 429 Too Many Requests Error 500 Internal Server Error 503 Service Unavailable Error POST /schemas.subtypes.prepare-update [code] $| curl -X POST https://api.devrev.ai/schemas.subtypes.prepare-update \\\\ ---|--- >| -H \"Authorization: Bearer <token>\" \\\\ >| -H \"Content-Type: application/json\" \\\\ >| -d \\'{ >| \"leaf_type\": \"foo\" >| }\\' [/code]"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-49",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "tickets. Resolved means that the customer's concerns which led to the ticket have been addressed. Subtypes -------- You can create subtypes for tickets to categorize them based on the type of issue. For example, you can create subtypes for bugs, feature requests, or questions. A subtype inherits all the attributes of its parent ticket type. You can add custom attributes to a subtype. To know how to create subtypes and add custom attributes to them, see [object"
+      },
+      {
+        "id": "ART-16749_KNOWLEDGE_NODE-1",
+        "title": "Troubleshooting Airdrop Mapping Error: \u201cSomething Went Wrong\u201d",
+        "text": "request\" } How to Fix: Refresh the page to load the latest blueprint and status versions. Complete your field mappings again. Submit the mappings \\xe2\\x80\\x94 the request should now succeed.'"
+      },
+      {
+        "id": "ART-1992_KNOWLEDGE_NODE-39",
+        "title": "Issues | Computer for Builders | DevRev",
+        "text": "changes through various environments. These transitions should be tracked with stage notes. **Closed** * *Won't fix* It can't be addressed with a change to the product. * *Duplicate* Redundant with some other issue. * *Resolved* Deployment is complete. Subtypes -------- You can create subtypes of issues to categorize them further. For example, you can create subtypes for bugs, features, and tasks. Subtypes can be used to filter issues in various views. A subtype"
+      },
+      {
+        "id": "ART-4116_KNOWLEDGE_NODE-2",
+        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs",
+        "text": "be set. Show 2 properties dropped_fieldslist of objectsOptional List of fields that will be dropped from the object. Show 3 properties new_custom_schema_fragmentslist of stringsOptional List of new custom schema fragment IDs of the object. new_start_stagestringOptional`format: \"id\"` ID of the start stage of the new diagram if the subtype change results in a change in the stage diagram. ### Errors 400 Bad Request Error 401 Unauthorized"
+      },
+      {
+        "id": "ART-5010_KNOWLEDGE_NODE-26",
+        "title": "Subtype Migration | Automate | Snap-ins | DevRev",
+        "text": "**Work Item Type**: Select either \"ticket\" or \"issue\" based on the type of work items you want to migrate * **Source Subtype**: Enter the name of the current subtype from which you want to migrate work items * **Target Subtype**: Enter the name of the target subtype to which you want to migrate work items * **Field Mappings**: Enter each mapping as source\\\\_field, target\\\\_field, one mapping per line ![]() Field names and subtype names must exactly match how they appear"
+      },
+      {
+        "id": "ART-16749_KNOWLEDGE_NODE-0",
+        "title": "Troubleshooting Airdrop Mapping Error: \u201cSomething Went Wrong\u201d",
+        "text": "b'This error usually occurs when the mapping request is sent with stale data. It happens when the blueprint or status version in your browser is outdated compared to the server. To confirm: Open the Network tab in your browser\\xe2\\x80\\x99s developer tools. Check the response to the low-code POST request. Response should look like this:{ \"message\": \"recipe-manager-RecipeManagerInvalidArgument-Unspecified: blueprint or status version changed: was 9_9 on the server and 8_8 in the"
+      },
+      {
+        "id": "ART-15342_KNOWLEDGE_NODE-2",
+        "title": "Prepare-Update Schemas Subtypes | DevRev | Docs",
+        "text": "\"dropped_fields\": [ | | 9 | { | | 10 | \"conflict_type\": \"absent_in_new\", | | 11 | \"message\": \"string\", | | 12 | \"name\": \"string\" | | 13 | } | | 14 | ], | | 15 | \"new_custom_schema_fragments\": [ | | 16 | \"string\" | | 17 | ], | | 18 | \"new_start_stage\": \"string\" | | 19 | } | ``` Gets the new fragment IDs and fields resulting from changing a subtype. ### Headers AuthorizationstringRequired Bearer authentication of the form `Bearer <token>`, where token is your auth"
+      },
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-14",
+        "title": "Links | DevRev | Docs",
+        "text": "> | \"leaf_type\": \"issue\", | | > | \"subtype\": \"social_media\" | | > | } | | > | ], | | > | \"target_types\": [ | | > | { | | > | \"leaf_type\": \"ticket\" | | > | } | | > | ], | | > | \"forward_name\": \"is related to\", | | > | \"backward_name\": \"is related to\" | | > | }\\' | ``` This configuration: * Allows issues of subtype \\xe2\\x80\\x9csocial\\\\_media\\xe2\\x80\\x9d to be linked to tickets * Rejects attempts to link issues with no subtype or with other subtypes ##### The subtype"
+      }
+    ]
+  },
+  {
+    "query_id": "882cde96-7501-41c4-8767-0023a96e5fcc",
+    "query": "Why would I use DevRev?",
+    "retrievals": [
+      {
+        "id": "ART-15643_KNOWLEDGE_NODE-4",
+        "title": "DevRev Corp Narrative - for PLuG on website",
+        "text": "from the soul-crushing work of chasing data. They can stop managing software and start focusing on what truly matters: solving bigger problems, building better products, and creating happier customers. And you? You can save time, money, and better allocate your resources. We started DevRev to deliver this ideal state. We call it Team Intelligence. We start by connecting to the systems you already use, like Salesforce, Jira, and Google Workspace with our bidirectional sync engine"
+      },
+      {
+        "id": "ART-738_KNOWLEDGE_NODE-8",
+        "title": "DevRev | Built for AI (not by AI... yet)",
+        "text": "purchase a product, you consider the need, cost, runway, future needs, etc. Now, say you want to prioritize which work you should focus on and deliver in the next sprint. You\\xe2\\x80\\x99d need information about other items in-flight, staff workload, customer impact of items, dependent opportunities, and a lot of additional data. With DevRev, we have the full context and can use that to feed into the models. With the other point systems, you\\xe2\\x80\\x99d need to consolidate somewhere"
+      },
+      {
+        "id": "ART-1033_KNOWLEDGE_NODE-7",
+        "title": "Spintly uses DevRev to bridge the gap between developers and end-users",
+        "text": "them to integrate with their website. This allowed Spintly to present a more comprehensive and holistic view of their product, leading to an even more robust and efficient development process. DevRev has revolutionized the way we manage customer issues. With DevRev\\'s platform, our developers can prioritize which issues to fix quickly. The faster we resolve issues, the better the customer experience becomes. ![]() Rohin ParkarCo-Founder & CEO @ Spintly DevRev has provided an"
+      },
+      {
+        "id": "ART-1033_KNOWLEDGE_NODE-5",
+        "title": "Spintly uses DevRev to bridge the gap between developers and end-users",
+        "text": "prompting them to search for an all-in-one solution that connected their developers to their customers. That\\xe2\\x80\\x99s how DevRev came to the rescue. The Solution ------------ According to Parkar, DevRev was the solution that Spintly was searching for. Initially, Spintly used DevRev as a ticketing tool. However, they soon discovered that the system was product-centric, allowing them to define their product and its features in great detail, even at the microservices level. This level"
+      },
+      {
+        "id": "ART-1032_KNOWLEDGE_NODE-6",
+        "title": "Optimizing user experience: ShemarooMe's success with DevRev",
+        "text": "features. DevRev met all their needs, offering intelligent issue reproduction, automated UX analysis, smart heatmaps, and AI-driven funnel analysis. A key factor in their decision was DevRev's efficient, bloat-free SDK that seamlessly integrates agentic AI capabilities. Additionally, the excellent support from DevRev's customer success team, who have been consistently helpful, played a significant role in their choice. **Setting up a continuous optimization process** At ShemarooMe,"
+      },
+      {
+        "id": "ART-1033_KNOWLEDGE_NODE-9",
+        "title": "Spintly uses DevRev to bridge the gap between developers and end-users",
+        "text": "Convergence automation * Customized automatic responses * Reminders * Customer record management * Knowledge base deflection * Metrics and reporting * Metric and insights The Benefits ------------ * Product-centric approach with the ability to define products in a visual manner and link them together. * Email integration for seamless ticket creation from customer emails and the ability to start a conversation through the PLuG widget on the web portal. * Developers are able to"
+      },
+      {
+        "id": "ART-722_KNOWLEDGE_NODE-8",
+        "title": "Busting silos, the WHY of DevRev",
+        "text": "unknown thing. However, by enabling everyone to have the same context, we can enable everyone to work in unison towards a common goal; driving a much more efficient and productive experience for all. We understand this is a journey, and greenfield scenarios aside; some products may fit in some of these spots today. While we would love to displace all, the platform doesn\\xe2\\x80\\x99t require you to do so. For example, you may use us for build and support today in conjunction with Salesforce"
+      },
+      {
+        "id": "ART-1700_KNOWLEDGE_NODE-5",
+        "title": "Uils elevates efficiency and innovation with DevRev",
+        "text": "idea conception with the design team to technological implementation and subsequent testing. By utilizing DevRev\\xe2\\x80\\x99s platform, Uils was able to connect to third-party products and tools and also implement powerful automation and digital assistance. DevRev\\xe2\\x80\\x99s ability to adapt and evolve with Uils\\xe2\\x80\\x99 needs was a significant advantage. The platform offered solutions that enhanced productivity, and the DevRev team provided quick responses and support for implementing"
+      },
+      {
+        "id": "ART-4176_KNOWLEDGE_NODE-3",
+        "title": "Computer by DevRev | Your New Conversational AI Teammate",
+        "text": "an extra pair of eyes, I\\xe2\\x80\\x99ll unblock you. After every response, I\\xe2\\x80\\x99ll suggest next steps, explore interesting tangents, and even spark new ideas. ![]() Prep for meetings I know your schedule. I know what happened last time you met this client. I surface past decisions, open questions, and competitor news. Walk in ready, not scrambling. ![]() I work on your behalf. I make new things, create custom AI agents, and even take on the boring stuff so you can focus"
+      },
+      {
+        "id": "ART-16607_KNOWLEDGE_NODE-4",
+        "title": "DevRev Careers | Partner Solutions Engineer",
+        "text": "platform purpose-built for companies, combining support, product, and growth apps to unify end users, sellers, support engineers, product teams, and developers. By reducing dependency on nine disconnected business tools and converging six operational teams, DevRev accelerates product velocity and customer satisfaction. DevRev offers a blank-canvas approach to collaboration, analytics, and AI. Our platform empowers companies to ship faster, resolve smarter, and retain better leveraging"
+      }
+    ]
+  },
+  {
+    "query_id": "a01c7c2b-0eda-489a-a3f7-e2fadaf9f999",
+    "query": "apply repeated multiple fields on tickets with one click",
+    "retrievals": [
+      {
+        "id": "ART-16615_KNOWLEDGE_NODE-28",
+        "title": "Board view | Vistas | Computer by DevRev | DevRev",
+        "text": "reassign Owner while keeping the same Stage. * Drag diagonally to change both Stage and Owner simultaneously. For example, moving a card from *In Progress/John* to *Review/Sarah*. 3. **Edit inline**: Click directly on editable fields within cards to make quick updates. 4. **Bulk edit**: Select multiple cards using hover or Shift + click and apply bulk actions in one go. ![]() ### Customize your view 1. **Create new items**: Click the **+** icon in any column or swimlane"
+      },
+      {
+        "id": "ART-2874_KNOWLEDGE_NODE-26",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "text": "> **Ticket Issue Field Migrator** > **Configure**. 2. Specify the **Field Names** to migrate values from the ticket to the issue when fields are empty or undefined. 3. Click **Save** and **Install** to complete the setup. 4. Link an issue to a ticket to begin the migration of values from the ticket fields to the issue fields. 5. After the migration process is complete, you will receive a summary message in the snap-in **Discussion** tab, informing you of the number of fields processed,"
+      },
+      {
+        "id": "ART-2858_KNOWLEDGE_NODE-24",
+        "title": "Custom field migration | Automate | Snap-ins | DevRev",
+        "text": "[Snap-ins](/docs/snapins) [Automate](/docs/automate) [Custom field migration](/docs/automations/custom-field-migration) Custom field migration ====================== The Custom field migration snap-in is designed to facilitate the seamless migration of custom field values across various DevRev objects, including accounts, issues, tickets, opportunities, incidents, and contacts. It efficiently processes data in batches, transferring values from a specified source field to a target field"
+      },
+      {
+        "id": "ART-2874_KNOWLEDGE_NODE-25",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev",
+        "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. Installation ------------ 1. Install the **Ticket Issue Field Migrator** snap-in from the DevRev marketplace. 2. Select the workspace where you want to install the snap-in, confirm your selection, and click **Deploy snap-in**. Configuration ------------- 1. In DevRev, go to **Settings** > **Snap-ins**"
+      },
+      {
+        "id": "ART-3107_KNOWLEDGE_NODE-26",
+        "title": "Ticket Tagger | Automate | Snap-ins | DevRev",
+        "text": "If multiple tags are selected, only one needs to match. * **Search for tags on**: Specify where to search for tags\\xe2\\x80\\x94on the contact, the account, or both. * **Assign tags if found**: Choose the tags to add to the ticket if matching tags are found. * (Optional) **Assign tags if not found**: Choose tags to add if no matching tags are found. 3. Click **Save**. 4. Click **Install** to activate the snap-in. How to use ---------- Once the snap-in is"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-62",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "up ticket. The below fields would be copied on the new follow up ticket from the archived/immutable ticket: * Part * Channel * Account * Workspace * Reported by * Description * Title * Channel specific custom fields * Subtype The follow up trigger is added in the workflows and admins configure the changes required on new follow up ticket, for example, copying of any other fields. Internal Tickets ---------------- Internal tickets allow your team to create and manage"
+      },
+      {
+        "id": "ART-1964_KNOWLEDGE_NODE-28",
+        "title": "Templates | Computer by DevRev | DevRev",
+        "text": "template and click **Use Template**. The article opens with the template information applied. [PreviousTroubleshooting](/docs/product/troubleshooting-workflows)[NextAccessing DevRev](/docs/product/ui) #### On this page * [Manage templates](#manage-templates) * [Creating templates](#creating-templates) * [Editing templates](#editing-templates) * [Using templates for tickets and issues](#using-templates-for-tickets-and-issues) * [Using article"
+      },
+      {
+        "id": "ART-3107_KNOWLEDGE_NODE-25",
+        "title": "Ticket Tagger | Automate | Snap-ins | DevRev",
+        "text": "specific users (customer users). * Ignores tickets created by other user types. * Allows multiple tags to be assigned based on predefined rules. * Can be triggered via commands or automatically when tickets are created. Configuration ------------- Follow these steps to set up the Ticket Tagger: 1. Go to **Snap-ins** > **Ticket Tagger** > **Configure**. 2. Fill in the configuration settings. * **Search for Tags**: Select the tags to check for on the contact or account."
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-39",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "other tickets or issues that relate to this ticket, click **Link Records** and select the relevant items. 7. If you would like to immediately create another ticket, select **Create multiple**. 8. Click **Create**. If a ticket is created from an existing conversation, then the ticket's title and description are populated automatically from the conversation. ![]() You can create a child issue by clicking **+ Link issue** > **Add a child issue**. You can link the other existing issue as"
+      },
+      {
+        "id": "ART-2010_KNOWLEDGE_NODE-30",
+        "title": "Bulk work item uploader | Automate | Snap-ins | DevRev",
+        "text": "ID** drop-down menu. 5. Click **Upload**, browse, and select the file. The CSV file is uploaded. 6. Click **Submit**. The **Bulk Uploader Bot** processes the CSV file and creates tickets or issues with the defined parameters. The newly created work items are listed displaying the work item number and title. [PreviousBulk delete data](/docs/automations/bulk-delete)[NextCommands surface expander](/docs/automations/commands-surface-expander) #### On this page * [Validations while"
+      }
+    ]
+  },
+  {
+    "query_id": "bd3a18be-1f76-4d1d-b813-c54880d2b2b7",
+    "query": "configure contact to open ticket in different workspace",
+    "retrievals": [
+      {
+        "id": "ART-16264_KNOWLEDGE_NODE-29",
+        "title": "June 2025 | Changelog | DevRev",
+        "text": "account. + 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). * **Handling multiple users:** + If all selected users within the **Reported By** field belong to the same workspace, the **Workspace** field remains unchanged. + If users are from different workspaces, the **Workspace** field is emptied, while the **Account** field"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-38",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "the top-right corner of your screen. 3. Add a title and description for your new ticket. You can also attach files related to the ticket in the description. 4. Select which part of the company/product this ticket is related to. ![]() 5. Enter other attributes for the ticket: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the ticket; select the workspace that the ticket pertains to. 6. If there are"
+      },
+      {
+        "id": "ART-2039_KNOWLEDGE_NODE-25",
+        "title": "Marker.io | Integrate | Snap-ins | DevRev",
+        "text": "create DevRev tickets from Marker.io issues, you can configure the snap-in to use this email to auto-fill the **Reported By** and **Customer Workspace** fields in tickets. If no contact or accounts match the email, they are automatically created. Installing the Marker.io integration snap-in -------------------------------------------- 1. Install the [Marker.io](/marketplace/marker-io) from the DevRev Marketplace. 2. Configure the snap-in as needed. * (Optional) Select the"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-30",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "the ticket was created. * **Modified date**: The date the ticket was last modified. * **Tags**: Tags are used to categorize tickets. * **Customer workspace**: The workspace that the ticket pertains to. You can create a new account or workspace if it doesn't exist. * **Target close date**: The date by which the issue is expected to be resolved. * **Modified by**: The user who last modified the ticket. * **Reported by**: Which customer is experiencing the issue. When a ticket is created"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-41",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "If no such contact is found, JIT provisioning automatically creates a user account, allowing immediate access to the portal. This means users can sign up and log in without manual contact creation within the app. * **Existing contacts without mapped accounts**: If a user is already a contact within the app but does not have a mapped account, they can still log in and create a ticket. In this scenario, the login is performed under the default workspace assigned to the contact. * **Account"
+      },
+      {
+        "id": "ART-16264_KNOWLEDGE_NODE-28",
+        "title": "June 2025 | Changelog | DevRev",
+        "text": "**Account** and **Reported By**. This provides a more streamlined approach to managing customer data. * **Automatic workspace display:** When a ticket reporter is associated with a specific workspace within an account, adding that user to the **Reported By** field will automatically reveal three fields: **Account**, **Workspace**, and **Reported By**. * **Dynamic user listing:** + Upon selection of an account, the **Reported By** list is filtered to show only users associated with that"
+      },
+      {
+        "id": "ART-1997_KNOWLEDGE_NODE-29",
+        "title": "Computer for Growth Teams | DevRev",
+        "text": "workflows\\xe2\\x80\\x94such as creating tickets, conversations, and SLAs\\xe2\\x80\\x94are linked to workspaces. \\xf0\\x9f\\x92\\xa1 Opportunity ------------- An opportunity record represents a potential source of revenue for your organization. Opportunities feature customizable states and stages that communicate their position within the sales pipeline. If an account has multiple sales opportunities, you can connect multiple opportunities to it. You can also associate tickets with"
+      },
+      {
+        "id": "ART-1957_KNOWLEDGE_NODE-31",
+        "title": "Object customization | Computer by DevRev | DevRev",
+        "text": "can select a date in this field. For example, \"Date of bug identified: 19/07/2024\". + **Part**: Select the part to which this object belongs. It could be an enhancement, feature, capability, runnable, linkable, or product. + **Dev user**: Select one or multiple users from the dropdown. + **Customer**: Assign the object to an existing customer workspace. + **Account**: Assign the object to a customer account. + **Workspace**: Assign the object to a workspace."
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-32",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "**Reported by** field, first choose the corresponding account and workspace in the **Customer** attribute. After this selection, the contact's name will appear in the **Reported by** list. * **Email members**: Participants in the ongoing email thread, dependent on the last email. This attribute automatically updates based on the last email sent from or received on DevRev. ![]() Adding members to **Email members** also adds them to the **Reported by** field. Removing members from **Email"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-21",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs",
+        "text": "devrevSDK.worksCreate({ 17| title: ticketName, 18| body: ticketBody, 19| // The ticket is created in the PROD-1 part. Rename this to match your part. 20| applies_to_part: \"PROD-1\", 21| // The ticket is owned by the DEVU-1 user. Rename this to match the required user. 22| owned_by: [\"DEVU-1\"], 23| type: publicSDK.WorkType.Ticket, 24| }); 25| 26| console.log(response);"
+      }
+    ]
+  },
+  {
+    "query_id": "35acf2f7-9d3f-47ad-89d8-49474855dbad",
+    "query": "link an agent with the search agent so that the search agent can ask the other agent",
+    "retrievals": [
+      {
+        "id": "ART-15490_KNOWLEDGE_NODE-6",
+        "title": "Install Plug search | DevRev | Docs",
+        "text": "Setup for React ``` | | | | --- | --- | | 1 | <script> | | 2 | // Bind Cmd+K (or Ctrl+K) to toggle the search agent | | 3 | document.addEventListener(\"keydown\", function (event) { | | 4 | if ((event.metaKey || event.ctrlKey) && event.key.toLowerCase() === \"k\") { | | 5 | event.preventDefault(); // Prevent default behavior | | 6 | window.plugSDK.toggleSearchAgent(); | | 7 | } | | 8 | }); | | 9 | </script> | ``` You can modify the keydown event listener to bind it to other"
+      },
+      {
+        "id": "ART-4206_KNOWLEDGE_NODE-21",
+        "title": "Agents async API | DevRev | Docs",
+        "text": "you\\xe2\\x80\\x99re using DevRev workflows: ##### The workflow engine handles the async API calls for you when using the Talk To Agent node. 1. Add the \\xe2\\x80\\x9cTalk To Agent\\xe2\\x80\\x9d node to your workflow 2. Configure it with your agent ID 3. Connect it to response nodes to process the agent\\xe2\\x80\\x99s output 4. The async API is used automatically by the workflow engine Troubleshooting --------------- ##### Common issues and their solutions **Not receiving"
+      },
+      {
+        "id": "ART-12391_KNOWLEDGE_NODE-27",
+        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev",
+        "text": "workflow. Now, your workflow runs whenever a conversation or a ticket gets created and it assigns it to an AI agent, which handles the conversation. No brittle rules. Find below a detailed explanation of all the fields needed to configure in the \"Talk to Agent\" Step | Parameter | Type | Description | | --- | --- | --- | | agent | String | ID of the AI agent to use. Use the dropdown to select one. | | object | String | ID of the conversation or ticket where the agent operate.s | |"
+      },
+      {
+        "id": "ART-2897_KNOWLEDGE_NODE-2",
+        "title": "Methods \u2014 DevRev | Docs",
+        "text": "conversation](/public/sdks/web/methods#start-conversation) * [Shutdown](/public/sdks/web/methods#shutdown) * [Initialize the search agent](/public/sdks/web/methods#initialize-the-search-agent) * [Toggle search agent](/public/sdks/web/methods#toggle-search-agent) * [Check Search Agent status](/public/sdks/web/methods#check-search-agent-status) * [Prefill search query in search agent](/public/sdks/web/methods#prefill-search-query-in-search-agent) * [Add session"
+      },
+      {
+        "id": "ART-15509_KNOWLEDGE_NODE-1",
+        "title": "Methods | DevRev | Docs",
+        "text": "conversation](/sdks/web/methods#start-conversation) * [Shutdown](/sdks/web/methods#shutdown) * [Initialize the search agent](/sdks/web/methods#initialize-the-search-agent) * [Toggle search agent](/sdks/web/methods#toggle-search-agent) * [Check Search Agent status](/sdks/web/methods#check-search-agent-status) * [Prefill search query in search agent](/sdks/web/methods#prefill-search-query-in-search-agent) * [Add session properties](/sdks/web/methods#add-session-properties) * [Get session"
+      },
+      {
+        "id": "ART-1466_KNOWLEDGE_NODE-26",
+        "title": "Methods \u2014 DevRev | Docs",
+        "text": "agent. Calling the initSearchAgent() method sets up the PLuG search agent on your website. This initialization is required before performing any other actions with the PLuG widget SDK. 1 useEffect ( () => { 2 window. plugSDK. init ( { 3 app_id : \\' <your_unique_app_id> \\' , 4 disable_plug_chat_window : true , 5 } ) ; 6 7 window. plugSDK. onEvent ( ( payload ) => { 8 if ( payload. type === \\' ON_PLUG_WIDGET_READY \\' ) { 9 window. plugSDK. initSearchAgent () ; 10 } 11 } ) ; 12 } , []) ;"
+      },
+      {
+        "id": "ART-2897_KNOWLEDGE_NODE-14",
+        "title": "Methods \u2014 DevRev | Docs",
+        "text": "to the user. * `ON_CONVERSATION_START`: Indicates that the user has started a new conversation. * `ON_SEARCH_AGENT_QUERY`: Indicates that a new search query has been made in the PLuG search agent. * `ON_OBSERVABILITY_READY`: Triggered when the session analytics capabilities of PLuG are initialized. [code] 1| useEffect(() => { ---|--- 2| window.plugSDK.onEvent((payload) => { 3| if (payload.type === PAYLOAD_TYPE) { 4| //Your logic goes"
+      },
+      {
+        "id": "ART-1466_KNOWLEDGE_NODE-27",
+        "title": "Methods \u2014 DevRev | Docs",
+        "text": "Toggle search agent. The toggleSearchAgent method allows you to control the visibility of the search agent. If no input is provided, the method toggles the search bar: opening it if it\\xe2\\x80\\x99s closed, and closing it if it\\xe2\\x80\\x99s open. 1 window. plugSDK. toggleSearchAgent ( true ) ; Prefill search query in search agent. Use the prefillSearchQuery method to prefill a search query when opening and initializing the search agent. 1 window. plugSDK. prefillSearchQuery ( \""
+      },
+      {
+        "id": "ART-1270_KNOWLEDGE_NODE-1",
+        "title": "Methods \u2014 DevRev | Docs",
+        "text": "widget. plugSDK.initSearchAgent() Initialize PLuG search agent. plugSDK.shutdown() End the user session which is currently initialized in PLuG widget. plugSDK.toggleWidget() Open/close the chat widget. plugSDK.toggleSearchAgent() Open/close the search agent. plugSDK.onEvent() Perform specific actions based on the payload type received from the PLuG widget. plugSDK.toggleTheme(\\'light/dark\\') Toggle PLuG widget theme. plugSDK.toggleWidget(true, \\'create_conversation\\',"
+      },
+      {
+        "id": "ART-2894_KNOWLEDGE_NODE-7",
+        "title": "Install PLuG search \u2014 DevRev | Docs",
+        "text": "toggle the search agent. Here\\xe2\\x80\\x99s an example implementation: ###### Setup ###### Setup for React [code] 1| <script> ---|--- 2| // Bind Cmd+K (or Ctrl+K) to toggle the search agent 3| document.addEventListener(\"keydown\", function (event) { 4| if ((event.metaKey || event.ctrlKey) && event.key.toLowerCase() === \"k\") { 5| event.preventDefault(); // Prevent default behavior 6| window.plugSDK.toggleSearchAgent();"
+      }
+    ]
+  },
+  {
+    "query_id": "1477f1ba-efec-4c13-8c57-86e33ae542a1",
+    "query": "devrev platform orientation and navigation guide",
+    "retrievals": [
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-27",
+        "title": "October 5: Left navigation | Changelog | DevRev",
+        "text": "DevRev's left navigation is designed to provide a more customizable and intuitive navigation experience. This update introduces new sections for better organization, enhanced customization capabilities, and a dedicated **Explore** page for managing views, dashboards, and sprint boards. When existing users log in, a prompt appears to guide them in migrating to the new left navigation. Follow the on-screen instructions to complete the migration and begin customizing your experience. ## Key"
+      },
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-28",
+        "title": "October 5: Left navigation | Changelog | DevRev",
+        "text": "changes ### New navigation sections The updated left navigation includes the following sections: * **Work** * **Product** * **Customer** * **People** These new sections replace the former categories of **Build** , **Product** , **Support** , and **Grow** , offering a more personalized user experience. You can set defaults based on your primary application preferences and add custom views to these sections for easier access. ### Explore the section for boards and"
+      },
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-33",
+        "title": "October 5: Left navigation | Changelog | DevRev",
+        "text": "it.](/blog/soc-compliance) Product * [For Support Teams](/support) * [For Builders](/build) * [Search Agent](/search) * [CX Agent](/plug-user-engagement) * [User Observability](/plug-observability) * [Marketplace](https://marketplace.devrev.ai/) Platform * [AgentOS](/agent-os) * [Airdrop](/airdrop) * [Analytics](/analytics) * [Workflow Engine](/workflow-engine) Resources * [Pricing](/pricing/support) * [Blog](/blog) * [Events](/events) *"
+      },
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-29",
+        "title": "October 5: Left navigation | Changelog | DevRev",
+        "text": "views An **Explore** section has been introduced where all your shared, personal, and sprint boards are now conveniently located. To access your boards and views, navigate to **Explore** in the left navigation menu. The **Explore** section is divided into three categories: * **Stock Views** : Default views provided by DevRev. * **My Views** : Views that you have created. * **Shared** : Views that have been shared with you or your organization. #### Search and filter options"
+      },
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-34",
+        "title": "October 5: Left navigation | Changelog | DevRev",
+        "text": "[News](/blog?category=news) * [Case Studies](/case-study) * [Documentation](https://docs.devrev.ai/) * [API Reference](https://docs.devrev.ai/api/) * [The Book of DevRev](https://thebook.devrev.ai/) * [Partner Program](/partners) * [Startup Program](/startups) Company * [About](/about) * [People](/people) * [Careers](/careers) * [Places](/places) * [Invest](https://revd.devrev.ai/) * [What Why How](/what-why-how) Connect * [Contact"
+      },
+      {
+        "id": "ART-12447_KNOWLEDGE_NODE-9",
+        "title": "Quickstart guide \u2014 DevRev | Docs",
+        "text": "[Search](https://devrev.ai/search) * [PLuG - User Engagement](https://devrev.ai/plug-user-engagement) * [PLuG - User Observability](https://devrev.ai/plug-observability) * [Marketplace](https://marketplace.devrev.ai/) Platform * [Airdrop](https://devrev.ai/airdrop) * [Analytics](https://devrev.ai/analytics) * [Workflow Engine](https://devrev.ai/workflow-engine) * [Turing AI](https://devrev.ai/turing-ai) Resources * [Pricing](https://devrev.ai/pricing/support)"
+      },
+      {
+        "id": "ART-12474_KNOWLEDGE_NODE-0",
+        "title": "Pin Session Analytics views to the left navigation",
+        "text": "This document serves as a guide for pinning the relevant Session Analytics views to the left navigation panel in DevRev. To begin, navigate to the left panel and select \"Explore.\" Search for \"Session Replays\" and pin it to your preferred section of the left navigation. Repeat the same for \"Session Analytics: Web\" and \"Session Analytics: Mobile.\". Additionally, feel free to unpin any views that you do not wish to display in your left navigation."
+      },
+      {
+        "id": "ART-12450_KNOWLEDGE_NODE-8",
+        "title": "Quickstart guide \u2014 DevRev | Docs",
+        "text": "Engagement](https://devrev.ai/plug-user-engagement) * [PLuG - User Observability](https://devrev.ai/plug-observability) * [Marketplace](https://marketplace.devrev.ai/) Platform * [Airdrop](https://devrev.ai/airdrop) * [Analytics](https://devrev.ai/analytics) * [Workflow Engine](https://devrev.ai/workflow-engine) * [Turing AI](https://devrev.ai/turing-ai) Resources * [Pricing](https://devrev.ai/pricing/support) * [Blog](https://devrev.ai/blog) *"
+      },
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-0",
+        "title": "October 5: Left navigation | Changelog | DevRev",
+        "text": "b\"[](/) * Product * Platform * Marketplace * Company * Resources * Pricing __ [Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo) [](/) __ Product __ Platform __ Marketplace __ Company __ Resources __ Pricing __ [Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo) Search `CTRL` \\\\+ `K` * [Introduction](/docs) * [AgentOS platform](/docs/intro) * [Core concepts](/docs/product/core) *"
+      },
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-3",
+        "title": "October 5: Left navigation | Changelog | DevRev",
+        "text": "* [Troubleshooting](/docs/product/troubleshooting-workflows) * [Templates](/docs/product/template) * [Accessing DevRev](/docs/product/ui) * [External identity provider setup](/docs/product/sso-saml) * [AI use cases in DevRev](/docs/product/ai-use-cases) * [Support](/docs/product/support) * [Inbox](/docs/product/inbox) * [Support analytics](/docs/product/support-analytics) * [Creating widgets](/docs/dashboards/dashboard-creation) *"
+      }
+    ]
+  },
+  {
+    "query_id": "d1c10c3c-ce66-42b1-afd0-3de10ded4f08",
+    "query": "common causes of Bad_Request error in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-15506_KNOWLEDGE_NODE-14",
+        "title": "Identify your users with Plug | DevRev | Docs",
+        "text": "`accounts`. ### API status codes and troubleshooting | Status code | Description | Troubleshooting | | --- | --- | --- | | 200 OK | The request was successful and the session token would be returned in the response. | No troubleshooting required. | | 400 Bad Request | The request was invalid. | Check the request body for errors. For fields like domain and phone number, check on their format. | | 401 Unauthorized | The request was unauthorized. | Check if the AAT is valid and not"
+      },
+      {
+        "id": "ART-1274_KNOWLEDGE_NODE-13",
+        "title": "Getting started | DevRev | Docs",
+        "text": "version. If you have an existing snap-in version in the package, the following error message is shown: ``` | | | | --- | --- | | 1 | { | | 2 | \"debug_message\": \"can\\'t create a new snap_in_version under snap_in_package <ID> because there is already a non-published snap_in_version under it\", | | 3 | \"message\": \"Bad Request\", | | 4 | \"type\": \"bad_request\" | | 5 | } | ``` To list snap-in versions under the package, run the following command: ``` | | | | --- | --- | | $ |"
+      },
+      {
+        "id": "ART-1364_KNOWLEDGE_NODE-2",
+        "title": "Errors \u2014 DevRev | Docs",
+        "text": "{\"message\":\"route not found\"} [/code] Status Code| Status| Description ---|---|--- `400`| `Bad Request`| The request was malformed or contained invalid arguments. `401`| `Unauthorized`| The user attempted to access an endpoint that requires authentication and no credentials were provided or their validation failed. `403`| `Forbidden`| The user isn\\xe2\\x80\\x99t authorized to perform the requested action. `404`| `Not Found`| The requested endpoint doesn\\xe2\\x80\\x99t exist."
+      },
+      {
+        "id": "ART-1470_KNOWLEDGE_NODE-17",
+        "title": "Getting started \u2014 DevRev | Docs",
+        "text": "have only one snap-in version. If you have an existing snap-in version in the package, the following error message is shown: [code] 1| { ---|--- 2| \"debug_message\": \"can\\'t create a new snap_in_version under snap_in_package <ID> because there is already a non-published snap_in_version under it\", 3| \"message\": \"Bad Request\", 4| \"type\": \"bad_request\" 5| } [/code] To list snap-in versions under the package, run the following"
+      },
+      {
+        "id": "ART-15309_KNOWLEDGE_NODE-6",
+        "title": "Update Code Change | DevRev | Docs",
+        "text": "corresponding schema specified; omission results in a Bad Request error. If a custom schema is not included in the specifier, it remains unchanged. For surfaces with human interactors, it is recommended to provide tenant\\\\_fragment: true and validate\\\\_required\\\\_fields: true. Show 4 properties ### Response Success. code\\\\_changeobject Show 17 properties ### Errors 400 Bad Request Error 401 Unauthorized Error 403 Forbidden Error 429 Too Many"
+      },
+      {
+        "id": "ART-1174_KNOWLEDGE_NODE-2",
+        "title": "Errors | DevRev | Docs",
+        "text": "HTTP/1.1 404 Not Found | | Content-Type: application/json | | Content-Length: 29 | | {\"message\":\"route not found\"} | ``` | Status Code | Status | Description | | --- | --- | --- | | `400` | `Bad Request` | The request was malformed or contained invalid arguments. | | `401` | `Unauthorized` | The user attempted to access an endpoint that requires authentication and no credentials were provided or their validation failed. | | `403` | `Forbidden` | The user isn\\xe2\\x80\\x99t authorized"
+      },
+      {
+        "id": "ART-1211_KNOWLEDGE_NODE-6",
+        "title": "Create Rev Org | DevRev | Docs",
+        "text": "of records. tierstringOptional`format: \"text\"` The tier of the RevOrg. domainstringOptional`format: \"text\"`Deprecated Company\\xe2\\x80\\x99s domain name. Example - \\xe2\\x80\\x98devrev.ai\\xe2\\x80\\x99. ### Response Response object for request to create a new Rev organization. rev\\\\_orgobject Show 11 properties ### Errors 400 Bad Request Error 401 Unauthorized Error 403 Forbidden Error 409 Conflict Error 429 Too Many Requests"
+      },
+      {
+        "id": "ART-15266_KNOWLEDGE_NODE-3",
+        "title": "Prepare Artifacts Versions | DevRev | Docs",
+        "text": "\"text\"` The URL that the file\\'s data should be uploaded to. ### Errors 400 Bad Request Error 401 Unauthorized Error 403 Forbidden Error 429 Too Many Requests Error 500 Internal Server Error 503 Service Unavailable Error Was this page helpful? YesNo [Previous](/api-reference/artifacts/hard-delete-version)[#### Identity provider Next](/api-reference/auth-connections/identity-provider)[Built"
+      },
+      {
+        "id": "ART-4131_KNOWLEDGE_NODE-22",
+        "title": "List Incidents (POST) | DevRev | Docs",
+        "text": "results in accordance to the sort order. If not set, then no later elements exist. prev\\\\_cursorstring or null`format: \"text\"` The cursor used to iterate preceding results in accordance to the sort order. If not set, then no prior elements exist. ### Errors 400 Bad Request Error 401 Unauthorized Error 403 Forbidden Error 429 Too Many Requests Error 500 Internal Server Error 503 Service Unavailable Error Was this page"
+      },
+      {
+        "id": "ART-1848_KNOWLEDGE_NODE-4",
+        "title": "Update Snap In | DevRev | Docs",
+        "text": "your auth token. ### Request This endpoint expects an object. idstringRequired`format: \"id\"` The ID of the snap-in to update. inputs\\\\_valuesobjectOptional The updated values of the inputs. ### Response Success. snap\\\\_inobject Show 7 properties ### Errors 400 Bad Request Error 401 Unauthorized Error 403 Forbidden Error 404 Not Found Error 429 Too Many Requests Error 500 Internal Server Error 503 Service Unavailable"
+      }
+    ]
+  },
+  {
+    "query_id": "d87ed963-92e7-4659-82b5-ef0566b2eb48",
+    "query": "associate multiple workspaces to a contact",
+    "retrievals": [
+      {
+        "id": "ART-1997_KNOWLEDGE_NODE-27",
+        "title": "Computer for Growth Teams | DevRev",
+        "text": "timeline. You can use a customizable set of states and stages to manage the lifecycle of an account, from prospect to customer to churned. \\xf0\\x9f\\x96\\xa5\\xef\\xb8\\x8f Workspace ------------ A [workspace](https://docs.devrev.ai/product/glossary) represents an instance of a signed-up organization on your application. A workspace is also known as rev-org in the DevRev API. Customers can create multiple workspaces on your application. Therefore, you can link multiple workspaces to a"
+      },
+      {
+        "id": "ART-2000_KNOWLEDGE_NODE-25",
+        "title": "Accounts | Computer for Growth Teams | DevRev",
+        "text": "address. Accounts 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 to a workspace or an account. Create an account ----------------- You can create accounts in the following ways: ### Using the DevRev app 1. Go to **Accounts** > **+ Account**. 2. Fill in the details like account name,"
+      },
+      {
+        "id": "ART-16264_KNOWLEDGE_NODE-29",
+        "title": "June 2025 | Changelog | DevRev",
+        "text": "account. + 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). * **Handling multiple users:** + If all selected users within the **Reported By** field belong to the same workspace, the **Workspace** field remains unchanged. + If users are from different workspaces, the **Workspace** field is emptied, while the **Account** field"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-30",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "its own SLA, and a single customer can have multiple workspaces. **Adding assignment rules** Go to **Assignment rules** to add conditions for an account to be assigned a particular SLA. 1. Click **+ Create Rule**. 2. In the **New SLA assignment rule** pane, select the account attributes and their values to check for. 3. Click **Save and Apply**. **Editing/Deleting an assignment rule** Once an assignment rule is created, you have the option to edit or delete it. Any changes made"
+      },
+      {
+        "id": "ART-15506_KNOWLEDGE_NODE-17",
+        "title": "Identify your users with Plug | DevRev | Docs",
+        "text": "Contacts linked to the account | User and account information | Recommended for most B2B cases | | **Three-level** | Account with linked workspaces and contacts | User, workspace and account information | Used for B2B cases but only recommended if your business model requires workspace organization | **What happens when you send different combinations:** User reference: * A user reference is mandatory, ensuring its constant presence. * If a user with the provided reference"
+      },
+      {
+        "id": "ART-4148_KNOWLEDGE_NODE-2",
+        "title": "March 3, 2025 | DevRev | Docs",
+        "text": "Rev users * Added [`POST /rev-users.associations.add`](/beta/api-reference/rev-users/associations-add) to add new associations (workspaces/Rev organizations and accounts) to Rev users * Added [`POST /rev-users.associations.remove`](/beta/api-reference/rev-users/associations-remove) to remove associations from Rev users ### Roles * Added [`POST /roles.apply`](/beta/api-reference/roles/apply) to add/remove roles of a principal ### Webhooks * Added [`POST"
+      },
+      {
+        "id": "ART-3197_KNOWLEDGE_NODE-24",
+        "title": "Changelog | DevRev | Docs",
+        "text": "/dev-users.create`](/beta/api-reference/dev-users/create) to create new Dev users ### Rev users * Added [`POST /rev-users.associations.add`](/beta/api-reference/rev-users/associations-add) to add new associations (workspaces/Rev organizations and accounts) to Rev users * Added [`POST /rev-users.associations.remove`](/beta/api-reference/rev-users/associations-remove) to remove associations from Rev users ### Roles * Added [`POST /roles.apply`](/beta/api-reference/roles/apply) to"
+      },
+      {
+        "id": "ART-1997_KNOWLEDGE_NODE-31",
+        "title": "Computer for Growth Teams | DevRev",
+        "text": "users associated with an organization's workspaces or accounts. A contact is also known as a rev-user in the DevRev API. Contacts represent customers, leads, and stakeholders with whom a business interacts. Contacts can be associated with an account or workspace, but not always. \\xf0\\x9f\\xa4\\x9d Engagement ------------ DevRev uses engagements to capture all interactions between employees and customers, encompassing communications across various channels and touchpoints. DevRev records"
+      },
+      {
+        "id": "ART-1997_KNOWLEDGE_NODE-29",
+        "title": "Computer for Growth Teams | DevRev",
+        "text": "workflows\\xe2\\x80\\x94such as creating tickets, conversations, and SLAs\\xe2\\x80\\x94are linked to workspaces. \\xf0\\x9f\\x92\\xa1 Opportunity ------------- An opportunity record represents a potential source of revenue for your organization. Opportunities feature customizable states and stages that communicate their position within the sales pipeline. If an account has multiple sales opportunities, you can connect multiple opportunities to it. You can also associate tickets with"
+      },
+      {
+        "id": "ART-1960_KNOWLEDGE_NODE-28",
+        "title": "Glossary | Computer by DevRev | DevRev",
+        "text": "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\\xc2\\xa0*contact*: * *[account](#account)* * *[workspace](#workspace)* : Read more about\\xc2\\xa0[*contact*](https://docs.devrev.ai/product/grow) conversation : An interaction between the builder and consumer that may be escalated to a ticket. : Terms related"
+      }
+    ]
+  },
+  {
+    "query_id": "6dbad6ea-8ad4-41c5-8cf0-ed39a644fb26",
+    "query": "Slack notifications org name unknown organisation",
+    "retrievals": [
+      {
+        "id": "ART-1472_KNOWLEDGE_NODE-22",
+        "title": "Using a snap-in to perform an external action \u2014 DevRev | Docs",
+        "text": "(<https://docs.github.com/en/rest/orgs/orgs?apiVersion=2022-11-28#get-an-organization>[](https://docs.github.com/en/rest/orgs/orgs?apiVersion=2022-11-28#get-an-organization)) is used to confirm the specified organisation name. [code] 1| const verifyOrgName = async (orgName: string, octokit: Octokit) => { ---|--- 2| try { 3| await octokit.request(\"GET /orgs/{org}\", { 4| headers: { 5| \"X-GitHub-Api-Version\": \"2022-11-28\", 6|"
+      },
+      {
+        "id": "ART-1276_KNOWLEDGE_NODE-18",
+        "title": "Using a snap-in to perform an external action | DevRev | Docs",
+        "text": "--- | | 1 | const verifyOrgName = async (orgName: string, octokit: Octokit) => { | | 2 | try { | | 3 | await octokit.request(\"GET /orgs/{org}\", { | | 4 | headers: { | | 5 | \"X-GitHub-Api-Version\": \"2022-11-28\", | | 6 | }, | | 7 | org: orgName, | | 8 | }); | | 9 | } catch (error) { | | 10 | console.error(error); | | 11 | throw new Error(\"Invalid Organisation Name\"); | | 12 | } | | 13 | }; | ``` Similarly, the [GET"
+      },
+      {
+        "id": "ART-1276_KNOWLEDGE_NODE-17",
+        "title": "Using a snap-in to perform an external action | DevRev | Docs",
+        "text": "getOrgAndRepoNames = (paramString: string): string[] => { | | 2 | const paramList = paramString.split(\" \"); | | 3 | if (paramList.length !== 2) { | | 4 | throw new Error(\"Invalid Parameters\"); | | 5 | } | | 6 | const [orgName, repoName] = paramList; | | 7 | return [orgName, repoName]; | | 8 | }; | ``` The GitHub REST API (<https://docs.github.com/en/rest/orgs/orgs?apiVersion=2022-11-28#get-an-organization>) is used to confirm the specified organisation name. ``` | | | | --- |"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-27",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "Connection**. * Select **Slack** from the dowpdown list. * Give it a name and sign in with Slack. Ensure to toggle on **Make public** to make the connection public for your organization. Configure the snap-in --------------------- 1. In the **Configuration** tab, the first input field to set is *filters*. Here you can declare for which tickets to track the SLA status and to which channels to send notifications. Set the ticket subtype, severity, and part; the support heads"
+      },
+      {
+        "id": "ART-1491_KNOWLEDGE_NODE-10",
+        "title": "Keyrings \u2014 DevRev | Docs",
+        "text": "https://www.googleapis.com/auth/gmail.send devrev-github-oauth. : Facilitates OAuth connections for integrating with GitHub. scopes: repo admin:repo_hook admin:org notifications user write:discussion devrev-zendesk-oauth. : Facilitates OAuth connections for integrating with Microsoft. scopes: read tickets:write Manifest Declaration: 1 keyrings : 2 organization : 3 - name : my-secret-org-token 4 description : Enables access to organization-wide resources (e.g., Slack workspace)"
+      },
+      {
+        "id": "ART-1283_KNOWLEDGE_NODE-10",
+        "title": "Keyrings \u2014 DevRev | Docs",
+        "text": "https://www.googleapis.com/auth/gmail.send devrev-github-oauth. : Facilitates OAuth connections for integrating with GitHub. scopes: repo admin:repo_hook admin:org notifications user write:discussion devrev-zendesk-oauth. : Facilitates OAuth connections for integrating with Microsoft. scopes: read tickets:write Manifest Declaration: 1 keyrings : 2 organization : 3 - name : my-secret-org-token 4 description : Enables access to organization-wide resources (e.g., Slack workspace)"
+      },
+      {
+        "id": "ART-15507_KNOWLEDGE_NODE-19",
+        "title": "Features | DevRev | Docs",
+        "text": "organization: ##### All properties in `OrganizationTraits` are optional. | Property | Type | Description | | --- | --- | --- | | `displayName` | `string?` | The displayed name of the organization | | `domain` | `string?` | The organization\\xe2\\x80\\x99s domain | | `description` | `string?` | A description of the organization | | `phoneNumbers` | `string[]?` | Array of the organization\\xe2\\x80\\x99s phone numbers | | `tier` | `string?` | The organization\\xe2\\x80\\x99s tier or plan"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-60",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "hidden. ![]() Slack currently does not support custom objects or related automations. Slack snap-in user resolution ----------------------------- * The Slack snap-in uses email for user resolution between platforms. If a user or organization hides their emails, the integration cannot resolve the user to a DevRev Contact and will act on behalf of itself instead. It's recommended to ask customers to share their emails with your organization so apps, including DevRev, can access"
+      },
+      {
+        "id": "ART-1472_KNOWLEDGE_NODE-23",
+        "title": "Using a snap-in to perform an external action \u2014 DevRev | Docs",
+        "text": "}, 7| org: orgName, 8| }); 9| } catch (error) { 10| console.error(error); 11| throw new Error(\"Invalid Organisation Name\"); 12| } 13| }; [/code] Similarly, the [GET Repository](https://docs.github.com/en/rest/repos/repos?apiVersion=2022-11-28#get-a-repository) is used to validate whether the entered repository name is correct. [code] 1| const verifyRepoName = async ( ---|--- 2| orgName:"
+      },
+      {
+        "id": "ART-2933_KNOWLEDGE_NODE-19",
+        "title": "Account creation | DevRev | Docs",
+        "text": "| | 7 | \"email\": \"someorg@someorg.com\", | | 8 | \"full_name\": \"some org\", | | 9 | \"id\": \"don:identity:dvrv-us-1:devo/<devo-id>:devu//<devu-id>\", | | 10 | \"state\": \"active\" | | 11 | }, | | 12 | \"created_date\": \"2024-03-07T09:54:08.908Z\", | | 13 | \"display_id\": \"REVU-<revu-id>\", | | 14 | \"display_name\": \"Unknown Sheldon6587\", | | 15 | \"external_ref\": \"REVU-<revu-id>\", | | 16 | \"id\": \"don:identity:dvrv-us-1:devo/<devo-id>:revu/<revu-id>\", | | 17 |"
+      }
+    ]
+  },
+  {
+    "query_id": "5008d8ba-33fe-4763-b515-5934672610d1",
+    "query": "how to create tickets in DevRev MVP org",
+    "retrievals": [
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-37",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "filters and **Group** conditions across various vistas in DevRev to track specific work, capacity, and more. You can add custom attributes to tickets to track additional information. For more information on custom attributes, see [object customization](./object-customization). Issues are attached to tickets in order to track efforts with product priorities. Create a ticket --------------- 1. Go to **Support** > **Tickets** from the sidebar on the left. 2. Click **New Ticket** on"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-28",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "eliminating the need for scattered email chains. * **Improved collaboration**: Customer admins can access and manage tickets from their team, enabling seamless collaboration and knowledge sharing. Features -------- ### Ticket creation, tracking, and team collaboration * Customers can create tickets with relevant details, such as issue description, priority, and category. + To create a ticket, go to **+ Ticket**. Enter a title and description for the ticket and click **Submit**. *"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-38",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "the top-right corner of your screen. 3. Add a title and description for your new ticket. You can also attach files related to the ticket in the description. 4. Select which part of the company/product this ticket is related to. ![]() 5. Enter other attributes for the ticket: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the ticket; select the workspace that the ticket pertains to. 6. If there are"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-64",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "internal tickets. To create an internal ticket, click the **Create Ticket** button. At the bottom of the ticket creation panel, click the dropdown menu on **Create external ticket** and select **Create internal ticket**. You can convert an internal ticket to an external ticket by clicking **Convert to External** within the **Customer Messages** tab. Once a ticket is converted to external, it cannot be reverted back to internal. [PreviousConversation to ticket"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-21",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs",
+        "text": "devrevSDK.worksCreate({ 17| title: ticketName, 18| body: ticketBody, 19| // The ticket is created in the PROD-1 part. Rename this to match your part. 20| applies_to_part: \"PROD-1\", 21| // The ticket is owned by the DEVU-1 user. Rename this to match the required user. 22| owned_by: [\"DEVU-1\"], 23| type: publicSDK.WorkType.Ticket, 24| }); 25| 26| console.log(response);"
+      },
+      {
+        "id": "ART-12390_KNOWLEDGE_NODE-29",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "Ticket | Creates a new ticket in DevRev. | * Ticket details like title, body, applies\\\\_to\\\\_part, etc. * subtype: (Optional) Ticket subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields | Created ticket object | | Convert Conversation To Ticket | Converts a conversation to a ticket. | * conversation\\\\_id: ID of the conversation to convert | ticket\\\\_id: ID of the created ticket | Object retrieval ---------------- | Operation | Description | Input"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-37",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "synchronized between DevRev and Slack. Work management using Slack --------------------------- ### DevRev Tickets and Slack The Slack snap-in allows users to create tickets directly from Slack. There are multiple ways to initiate ticket creation from any channel: * **Use the command:** Run /devrev create-ticket. * **Message action:** Select **Create a new ticket** from the message actions. * **Convert a Conversation:** Transform an ongoing conversation into a ticket. This is"
+      },
+      {
+        "id": "ART-2046_KNOWLEDGE_NODE-29",
+        "title": "DevRev for Jira app | Jira Software AirSync | AirSync | Snap-ins | DevRev",
+        "text": "Ticket** button to create a ticket in DevRev by filling necessary attributes. You can turn this feature off in the app configuration if you want. * To view comments on the tickets linked to the discussions that support teams had with customers or internally on DevRev, head over to the DevRev activity tab which is present in the same line as the **Comments** tab of Jira. * To send comments from the Jira issue to the DevRev ticket, select the ticket from the dropdown, type in the comment, and"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-20",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs",
+        "text": "8| // Initialize the public SDK client 9| const devrevSDK = client.setup({ endpoint, token }); 10| 11| // Create a ticket. Name the ticket using the current date and time. 12| const date = new Date(); 13| const ticketName = `Ticket created at ${date.toLocaleString()}`; 14| const ticketBody = `This ticket was created by a snap-in at ${date.toLocaleString()}`; 15| 16| const response = await"
+      },
+      {
+        "id": "ART-1275_KNOWLEDGE_NODE-18",
+        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs",
+        "text": "= `Ticket created at ${date.toLocaleString()}`; | | 14 | const ticketBody = `This ticket was created by a snap-in at ${date.toLocaleString()}`; | | 15 | | | 16 | const response = await devrevSDK.worksCreate({ | | 17 | title: ticketName, | | 18 | body: ticketBody, | | 19 | // The ticket is created in the PROD-1 part. Rename this to match your part. | | 20 | applies_to_part: \"PROD-1\", | | 21 | // The ticket is owned by the DEVU-1 user. Rename this to match the required user. | | 22 |"
+      }
+    ]
+  },
+  {
+    "query_id": "399ad65e-5dd6-473b-9482-ae5444682ad4",
+    "query": "manage multiple email addresses for one account",
+    "retrievals": [
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-38",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "Step 2: Define the Primary Use Case Choose how DevRev should interpret emails sent to the primary address: * Choose between generating a **Ticket or a Conversation** from the incoming email. Toggle on **Set email as the default channel for tickets** to ensure that: * Customer chat replies are sent via email as well as to the original source of the channel. ### Step 3: Add Additional Support Emails You can add more addresses to handle support requests. * **Tickets**: Emails"
+      },
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-57",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "connection](#1-create-a-new-connection) * [2. Configure email integration snap-in](#2-configure-email-integration-snapin) * [Next steps for configuration of the snap-in](#next-steps-for-configuration-of-the-snapin) * [Step 1: Add a Primary Email Address](#step-1-add-a-primary-email-address) * [Step 2: Define the Primary Use Case](#step-2-define-the-primary-use-case) * [Step 3: Add Additional Support Emails](#step-3-add-additional-support-emails) * [Step 4: Set the Default Part and"
+      },
+      {
+        "id": "ART-2045_KNOWLEDGE_NODE-51",
+        "title": "AirSync | Snap-ins | DevRev",
+        "text": "email: [a@example.com](mailto:a@example.com) account: **None** | email: [a@example.com](mailto:a@example.com) account: **None** | Existing contact used | | email: [a@example.com](mailto:a@example.com) account: \"Example\" | email: [a@example.com](mailto:a@example.com) account: \"Example\" | Existing contact used | | email: [a@example.com](mailto:a@example.com) account: \"Example\" | email: [a@example.com](mailto:a@example.com) account: **None** | New contact created | | email:"
+      },
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-31",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "creators. Enter multiple emails separated by commas. * **Add non-existing customers**: Enable this to allow people in meetings who are not already customers to be added as customers. If a meeting is scheduled with people who are neither part of the company nor existing customers, this option allows them to be added as customers. * **Track meetings from free email domains**: Enable this feature to capture meetings scheduled using non-work email addresses, such as gmail.com or"
+      },
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-28",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "Emails**: Events containing any of these email addresses are completely excluded from sync. No meetings are created in DevRev for events where these emails appear as attendees, organizers, or creators. Enter multiple emails separated by commas. * **Add non-existing customers**: Enable this to allow people in meeting that are not customer to be added as a customer. If a meeting is scheduled with people who are neither part of the company nor customers, this option allows them to be added"
+      },
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-29",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "to send emails to the group and is a member of the group and continue. 5. In your Gmail account, go to **Settings** > **Accounts and Import** > **Send mail as** and add your group address. 6. Grant DevRev additional access to your Google account. Refer to our [privacy policy](/privacy-policy) for more information. Email connection 1. In DevRev app, go to **Integrations** > **Snap-ins** and click **Connections**. 2. In the top-right corner, select **+ Connection**, choose **Email"
+      },
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-46",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "support address as a member of the Google Group. You must be a part of the group and have permission to send emails to the Google Group. 2. Go to the settings of your support Gmail account. 3. Navigate to **Forwarding and POP/IMAP** and add the forwarding email address v\\\\_\\\\_\\\\_\\\\_\\\\_\\\\_\\\\_\\\\_\\\\_\\\\_\\\\_@hooks.devrev.ai. Click **Next**. 4. Click **Proceed** when you are redirected to a new webpage. You are asked for a confirmation code sent to this forwarding address. 5. If the"
+      },
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-25",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "Emails](#step-3-add-additional-support-emails) * [Step 4: Set the Default Part and Owner](#step-4-set-the-default-part-and-owner) * [Step 5: Personalization settings](#step-5-personalization-settings) * [Step 6: Auto-Reply & Threading Features](#step-6-autoreply-threading-features) * [Step 7: Notifications and Anti-Spam Settings](#step-7-notifications-and-antispam-settings) * [Step 8: Set Up Personalized Preferences (Optional)](#step-8-set-up-personalized-preferences-optional) * [3."
+      },
+      {
+        "id": "ART-1478_KNOWLEDGE_NODE-46",
+        "title": "Event sources \u2014 DevRev | Docs",
+        "text": "event source is deployed, the instructions show a unique email address. You have to set up forwarding in your original email inbox or Google Group to this email address. In the example above, if the forwarding address is `v1.abc.xyz@hooks.devrev.ai`, you should set up email forwarding from `test@company.com` to `v1.abc.xyz@hooks.devrev.ai`. ##### Only emails forwarded from the allowlist of emails/domains are emitted as events. Hence, this event source should be used for email forwarding"
+      },
+      {
+        "id": "ART-2027_KNOWLEDGE_NODE-40",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "Description | | --- | --- | --- | | To/CC Field Management | To / Cc fields | Automatically assigns visibility permissions to added recipients. Warns if invalid users exist. | | Text Formatting & Styling | Toolbar (bold, italics, etc.) | Apply rich text formatting including color highlights and custom styles. | | Change Sender Email | Email icon (top-right) | Select a different From email address from configured options in Email snap-in. | | Enhance Message with AI | Purple wand icon | Use"
+      }
+    ]
+  },
+  {
+    "query_id": "5fba19b8-8d24-4148-afb1-27629d9080be",
+    "query": "how to install PLuG website installation PLuG ID setup guide",
+    "retrievals": [
+      {
+        "id": "ART-2893_KNOWLEDGE_NODE-2",
+        "title": "Install the Web SDK \u2014 DevRev | Docs",
+        "text": "2| type=\"text/javascript\" 3| src=\"https://plug-platform.devrev.ai/static/plug.js\" 4| ></script> [/code] Place the following code in the `<body>` section of your HTML page: [code] 1| <script> ---|--- 2| window.plugSDK.init({ 3| // Please ensure you replace the app_id with your unique app id 4| app_id: \"<your_unique_app_id>\", 5| }); 6| </script> [/code] The PLuG widget should now be installed on"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-7",
+        "title": "Install PLuG chat on your website",
+        "text": "these steps. In DevRev, go to Settings. > Support. > PLuG Settings. through the settings icon in the top-left corner. Click Enable PLuG Widget. if it isn\\'t already enabled. Copy your Unique App ID. from the Configuration tab.. Setup for HTML. Place this code in the head of your HTML page. 1 // 2 < script 3 type = \"text/javascript\" 4 src = \"https://plug-platform.devrev.ai/static/plug.js\" 5 > </ script > Place this code in the body of your HTML page. 1 < script > 2"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-8",
+        "title": "Install PLuG chat on your website",
+        "text": "window.plugSDK.init({ 3 // Please ensure you replace the app_id with your unique app id 4 app_id: \"<your_unique_app_id>\", 5 }); 6 </ script > Setup for React. Place this in public/index.html file, inside the body tag of your HTML page. 1 <script 2 type= \"text/javascript\" 3 src= \"https://plug-platform.devrev.ai/static/plug.js\" 4 ></script>; Place this code inside the react component where you want to render the chat widget. Typically you should do it as top level component like"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-9",
+        "title": "Install PLuG chat on your website",
+        "text": "App.js. 1 useEffect ( () => { 2 window. plugSDK. init ({ 3 // Please ensure you replace the app_id with your unique app id 4 app_id : \"<your_unique_app_id>\" , 5 }); 6 }, []); You should now have PLuG chat widget installed on your website. Facing some issues? Reach out to us through our own PLuG chat widget from the bottom right of your screen. Once the widget is installed on your website, every user who visits your website is considered an anonymous user. Anonymous users are the"
+      },
+      {
+        "id": "ART-2893_KNOWLEDGE_NODE-1",
+        "title": "Install the Web SDK \u2014 DevRev | Docs",
+        "text": "ID You can access your app ID from your DevRev account by following these steps: 1. In DevRev, go to **Settings > Support > PLuG Settings** via the settings icon in the top-left corner. 2. If the PLuG feature is not already enabled, click **Enable PLuG**. 3. Under the **Configuration** tab, copy the **Unique App ID**. ###### Setup ###### Setup for React Place the following code in the `<head>` section of your HTML page: [code] 1| <script ---|---"
+      },
+      {
+        "id": "ART-2893_KNOWLEDGE_NODE-0",
+        "title": "Install the Web SDK \u2014 DevRev | Docs",
+        "text": "b'[](/public/sdks/web/installation) Public On this page * [Getting your unique app ID](/public/sdks/web/installation#getting-your-unique-app-id) [SDKs](/public/sdks)[PLuG Web SDK](/public/sdks/web/installation) # Install the Web SDK To install the PLuG SDK on your website or web application, insert the code snippet provided below on every page where you want the SDK to be active. Once the SDK is installed, the chat widget appears by default. ## Getting your unique app"
+      },
+      {
+        "id": "ART-15490_KNOWLEDGE_NODE-2",
+        "title": "Install Plug search | DevRev | Docs",
+        "text": "Copy your **Unique App ID** from the **Configuration tab**. ###### Setup ###### Setup for React Place the following code in the `<head>` section of your HTML page: ``` | | | | --- | --- | | 1 | <script | | 2 | src=\"https://plug-platform.devrev.ai/static/plug.js\" | | 3 | type=\"text/javascript\"> | | 4 | </script> | ``` Place the following code in the `<body>` section of your HTML page: ``` | | | | --- | --- | | 1 | <script> | | 2 | window.plugSDK.init({ | | 3 |"
+      },
+      {
+        "id": "ART-15504_KNOWLEDGE_NODE-2",
+        "title": "Install the Web SDK | DevRev | Docs",
+        "text": "code in the `<head>` section of your HTML page: ``` | | | | --- | --- | | 1 | <script | | 2 | type=\"text/javascript\" | | 3 | src=\"https://plug-platform.devrev.ai/static/plug.js\" | | 4 | ></script> | ``` Place the following code in the `<body>` section of your HTML page: ``` | | | | --- | --- | | 1 | <script> | | 2 | window.plugSDK.init({ | | 3 | // Please ensure you replace the app_id with your unique app id | | 4 | app_id: \"<your_unique_app_id>\", | | 5 | }); | | 6 |"
+      },
+      {
+        "id": "ART-2894_KNOWLEDGE_NODE-2",
+        "title": "Install PLuG search \u2014 DevRev | Docs",
+        "text": "insert the code snippet provided below on every page where you want the widget to appear for website visitors. ## Unique app ID Ensure to replace the app ID with your app ID which identifies your PLuG search widget. You can access your app ID from your DevRev account by following these steps. 1. In DevRev, go to **Settings** > **Support** > **PLuG Settings** through the settings icon in the top-left corner. 2. Click **Enable PLuG Widget** if it isn\\xe2\\x80\\x99t already enabled."
+      },
+      {
+        "id": "ART-2894_KNOWLEDGE_NODE-3",
+        "title": "Install PLuG search \u2014 DevRev | Docs",
+        "text": "3. Copy your **Unique App ID** from the **Configuration tab**. ###### Setup ###### Setup for React Place the following code in the `<head>` section of your HTML page: [code] 1| <script ---|--- 2| src=\"https://plug-platform.devrev.ai/static/plug.js\" 3| type=\"text/javascript\"> 4| </script> [/code] Place the following code in the `<body>` section of your HTML page: [code] 1| <script> ---|---"
+      }
+    ]
+  },
+  {
+    "query_id": "80fd3cb8-b4ff-4ca4-8d4b-2b0ac1fdab5b",
+    "query": "send notification to slack when a ticket is manually assigned",
+    "retrievals": [
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-42",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "ticket notifications * Enable through the **Notify on new ticket creation** snap-in configuration. * Provide a Slack channel ID in the **Channel ID to send ticket notifications** configuration. * Snap-in will send notifications to the target channel whenever a new ticket is created, regardless of the source channel or platform. * Notification message threads are **not** synced between platforms. ### Notifications for ticket state update * Enable through **Notify on ticket state"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-43",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "update** snap-in configuration. * Applies only to tickets syncing with Slack threads. * If enabled, the Slack snap-in will send notifications to the syncing thread whenever the ticket state changes. ### Ticket digest To see all open and in-progress tickets in Slack, use the /devrev ticket-digest command. This opens a modal with a paginated list of all open and in-progress tickets. DevRev Issues and Slack ----------------------- The Slack snap-in allows issues to be created"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-27",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "Connection**. * Select **Slack** from the dowpdown list. * Give it a name and sign in with Slack. Ensure to toggle on **Make public** to make the connection public for your organization. Configure the snap-in --------------------- 1. In the **Configuration** tab, the first input field to set is *filters*. Here you can declare for which tickets to track the SLA status and to which channels to send notifications. Set the ticket subtype, severity, and part; the support heads"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-28",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "you would like to tag on the message (the ticket owner gets tagged automatically); and the target Slack channel. The channel\\'s ID can be found by going to the channel details. Refer to the placeholder value on the input to see an example of how this looks. 2. Decide if notifications should go out even if the ticket has a target end date set. Set the toggle to the desired behavior. 3. Decide if a ticket should pass the check if it\\'s part is a descendant of the filter part. For example, if a"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-36",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "Slack Channel ID in the **Channel ID to send conversation notifications** snap-in configuration as the target to post notifications. * Any new message within tickets in the customer messages panel is also subjected to the same automation. * To prevent notification overload, each conversation or ticket is subject to a five minute cooldown period between notifications. Multiple consecutive messages within this window will not trigger additional notifications. * Notification threads are not"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-38",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "recommended if you already have a conversation in progress. Configure the snap-in to send or not send a ticket summary card to the Slack thread using the **Notify on conversation to ticket conversion** setting. Regardless, the Slack thread will sync with the new ticket instead of the ongoing conversation. ![]() Slack does not support slash commands in threads. Choosing one of the first two options will open a pop-up modal with the new ticket form. Complete the required fields; some"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-24",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "[Product demos](/docs/DevRevU/demos) On this page * [Installation](#installation) * [Configure the snap-in](#configure-the-snapin) 1. [Documentation](/docs) 3. [Snap-ins](/docs/snapins) [Automate](/docs/automate) [SLA status change Slack notifier](/docs/automations/sla-change-notifier) SLA status change Slack notifier ================================ Get alerted on your ticket\\'s SLAs. This snap-in sends a notification through Slack to user configured channels, tagging the"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-51",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "Slack. For example: * /devrev view TKT-# * /devrev view ISS-# These commands open the specific object mentioned in the command. Creating custom workflows ------------------------- The users can configure their own workflows around Slack using DevRev's workflow engine. | Workflow Action | Description | Inputs | Outputs | | --- | --- | --- | --- | | Send message on Slack | - Use this workflow node to send a message to any Slack channel as long as the DevRev app has access to"
+      },
+      {
+        "id": "ART-2912_KNOWLEDGE_NODE-15",
+        "title": "Ticket email notifier | Automate | Snap-ins | DevRev",
+        "text": "[Custom field migration](/docs/automations/custom-field-migration) - [Slack scraper](/docs/automations/slack-scraper) - [Slack Broadcaster](/docs/automations/slack-broadcaster) - [Reported by enricher](/docs/automations/ticket-reported-by) - [Ticket approval workflow](/docs/automations/ticket-approval-workflow) - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync) - [Slack message agent](/docs/automations/slack-message-agent)"
+      },
+      {
+        "id": "ART-4181_KNOWLEDGE_NODE-25",
+        "title": "Support like a lightning fast pit-crew",
+        "text": "SLA ================================================================================================= Clickable push notifications Get direct access to the relevant ticket or conversation, enabling agents to start working on critical issues without missing a beat We put the SLA in Slack Get real-time Slack alerts for SLA breaches. Customize notifications by ticket details for faster resolution SLA notification on the go Get customizable, real-time email alerts on SLA status."
+      }
+    ]
+  },
+  {
+    "query_id": "3b420be6-ebc2-458e-a551-3a6038309339",
+    "query": "export all accounts without 500 limit",
+    "retrievals": [
+      {
+        "id": "ART-1462_KNOWLEDGE_NODE-1",
+        "title": "Export Accounts (POST) \u2014 DevRev | Docs",
+        "text": "properties display_namelist of stringsOptional Array of display names of accounts to be filtered. external_refslist of stringsOptional Array of references of accounts to be filtered. firstintegerOptional`>=1``<=500` The number of accounts to return. The default is \\xe2\\x80\\x9850\\xe2\\x80\\x99. modified_dateobjectOptional Show 2 properties sort_bylist of stringsOptional Fields to sort the accounts by and the direction to sort them in. stagelist of"
+      },
+      {
+        "id": "ART-1255_KNOWLEDGE_NODE-6",
+        "title": "Export Accounts (POST) | DevRev | Docs",
+        "text": "user(s). created\\\\_dateobjectOptional Show 2 properties display\\\\_namelist of stringsOptional Array of display names of accounts to be filtered. external\\\\_refslist of stringsOptional Array of references of accounts to be filtered. firstintegerOptional`>=1``<=500` The number of accounts to return. The default is \\'50\\'. modified\\\\_dateobjectOptional Show 2 properties sort\\\\_bylist of stringsOptional Fields to sort the accounts by and the direction to sort"
+      },
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-6",
+        "title": "Export Accounts | DevRev | Docs",
+        "text": "provided timestamp (inclusive). created\\\\_date.beforestringOptional`format: \"date-time\"` Filters for objects created before the provided timestamp (inclusive). display\\\\_namelist of stringsOptional Array of display names of accounts to be filtered. external\\\\_refslist of stringsOptional Array of references of accounts to be filtered. firstintegerOptional`>=1``<=500` The number of accounts to return. The default is \\'50\\'. modified\\\\_date.afterstringOptional`format:"
+      },
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-3",
+        "title": "Export Accounts \u2014 DevRev | Docs",
+        "text": "number of accounts to return. The default is \\xe2\\x80\\x9850\\xe2\\x80\\x99. modified_date.afterstringOptional`format: \"date-time\"` Filters for objects created after the provided timestamp (inclusive). modified_date.beforestringOptional`format: \"date-time\"` Filters for objects created before the provided timestamp (inclusive). sort_bylist of stringsOptional Fields to sort the accounts by and the direction to sort them in. stagelist of stringsOptional Filters for accounts on"
+      },
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-2",
+        "title": "Export Accounts \u2014 DevRev | Docs",
+        "text": "user(s). created_date.afterstringOptional`format: \"date-time\"` Filters for objects created after the provided timestamp (inclusive). created_date.beforestringOptional`format: \"date-time\"` Filters for objects created before the provided timestamp (inclusive). display_namelist of stringsOptional Array of display names of accounts to be filtered. external_refslist of stringsOptional Array of references of accounts to be filtered. firstintegerOptional`>=1``<=500` The"
+      },
+      {
+        "id": "ART-1302_KNOWLEDGE_NODE-22",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "iteration from. If not provided, then iteration starts from the beginning. custom_fields map from strings to any Optional Filters for custom fields. display_name list of strings Optional Array of display names of accounts to be filtered. domains list of strings Optional Domains for accounts to be filtered. external_refs list of strings Optional Array of references of accounts to be filtered. limit integer Optional The maximum number of accounts to return per page. The default is"
+      },
+      {
+        "id": "ART-1652_KNOWLEDGE_NODE-11",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "string Optional Array of display names of accounts to be filtered. domains string Optional Domains for accounts to be filtered. external_refs string Optional Array of references of accounts to be filtered. limit integer Optional The maximum number of accounts to return per page. The default is \\'50\\'. mode \"after\" or \"before\" Optional The iteration mode to use, otherwise if not set, then \"after\" is used. Allowed values: after before modified_date.after datetime Optional Filters for"
+      },
+      {
+        "id": "ART-1652_KNOWLEDGE_NODE-15",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "of strings Optional Domains for accounts to be filtered. external_refs list of strings Optional Array of references of accounts to be filtered. limit integer Optional The maximum number of accounts to return per page. The default is \\'50\\'. mode \"after\" or \"before\" Optional Allowed values: after before The iteration mode to use. If \"after\", then entries after the provided cursor will be returned, or if no cursor is provided, then from the beginning. If \"before\", then entries before the"
+      },
+      {
+        "id": "ART-1304_KNOWLEDGE_NODE-8",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "in. stage list of strings Optional Filters for accounts on specified stages. tags list of strings Optional List of tags to be filtered. Response. This endpoint returns an object. accounts list of objects The exported accounts. Show 18 properties POST / accounts.export cURL $ curl -X POST https://api.devrev.ai/accounts.export \\\\ > -H \" Authorization: Bearer <token> \" \\\\ > -H \" Content-Type: application/json \" \\\\ > -d \\' {} \\' 200 Successful 1 { 2 \" accounts \" : [ 3 { 4 \""
+      },
+      {
+        "id": "ART-1302_KNOWLEDGE_NODE-19",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "maximum number of accounts to return per page. The default is \\'50\\'. mode \"after\" or \"before\" Optional The iteration mode to use, otherwise if not set, then \"after\" is used. Allowed values: after before modified_date.after datetime Optional Filters for objects created after the provided timestamp (inclusive). modified_date.before datetime Optional Filters for objects created before the provided timestamp (inclusive). owned_by string Optional Filters for accounts owned by the specified"
+      }
+    ]
+  },
+  {
+    "query_id": "97d4b5c0-67a8-42ad-a2ef-4a23c4985d29",
+    "query": "export report CSV download location",
+    "retrievals": [
+      {
+        "id": "ART-1992_KNOWLEDGE_NODE-24",
+        "title": "Issues | Computer for Builders | DevRev",
+        "text": "[Tags](#tags) * [Stages](#stages) * [Subtypes](#subtypes) 1. [Documentation](/docs) 3. [Computer for Builders](/docs/product/build) [Issues](/docs/product/issues) Issues ====== Views of issues can be found under **Build** in the DevRev app and in sprint boards. You can export views to CSV (max 5,000 entries) or JSON by selecting **Actions** in the upper-right corner and choosing the format. Attributes ---------- Issues have attributes that can be used to filter and group"
+      },
+      {
+        "id": "ART-1652_KNOWLEDGE_NODE-47",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "returns an object. url string The artifact\\'s download URL. expires_at datetime Optional The expiration timestamp of the URL. API Reference artifacts Locate Post. POST https:// api.devrev.ai / artifacts.locate Gets the download URL for the artifact. Request. This endpoint expects an object. id string Required The ID of the artifact to get the URL for. version string Optional The version of the artifact that needs to be fetched. Response. This endpoint returns an"
+      },
+      {
+        "id": "ART-1302_KNOWLEDGE_NODE-55",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "artifacts.locate Gets the download URL for the artifact. Request. This endpoint expects an object. id string Required The ID of the artifact to get the URL for. version string Optional The version of the artifact that needs to be fetched. Response. This endpoint returns an object. url string The artifact\\'s download URL. expires_at datetime Optional The expiration timestamp of the URL. API Reference artifacts Prepare. POST https:// api.devrev.ai / artifacts.prepare Creates"
+      },
+      {
+        "id": "ART-1949_KNOWLEDGE_NODE-27",
+        "title": "Vistas | Computer by DevRev | DevRev",
+        "text": "bar. ![]() To export vistas to CSV or JSON, click **Actions** and select the format in which you want to export the vista. This allows you to export this data with the filters applied (segmented by owners or some filters). Cross-functional teams can collaborate on this data or import it into other platforms. Delete a vista -------------- 1. Select the vista you want to delete from **My list** and click the edit button next to the name of your vista. 2. Click **Remove access**. 3."
+      },
+      {
+        "id": "ART-1302_KNOWLEDGE_NODE-54",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "Locate. GET https:// api.devrev.ai / artifacts.locate Gets the download URL for the artifact. Query parameters. id string Required The ID of the artifact to get the URL for. version string Optional The version of the artifact that needs to be fetched. Response. This endpoint returns an object. url string The artifact\\'s download URL. expires_at datetime Optional The expiration timestamp of the URL. API Reference artifacts Locate Post. POST https:// api.devrev.ai /"
+      },
+      {
+        "id": "ART-1639_KNOWLEDGE_NODE-47",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "returns an object. url string The artifact\\'s download URL. expires_at datetime Optional The expiration timestamp of the URL. API Reference artifacts Locate Post. POST https:// api.devrev.ai / artifacts.locate Gets the download URL for the artifact. Request. This endpoint expects an object. id string Required The ID of the artifact to get the URL for. version string Optional The version of the artifact that needs to be fetched. Response. This endpoint returns an"
+      },
+      {
+        "id": "ART-1303_KNOWLEDGE_NODE-52",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "returns an object. url string The artifact\\'s download URL. expires_at datetime Optional The expiration timestamp of the URL. API Reference artifacts Locate Post. POST https:// api.devrev.ai / artifacts.locate Gets the download URL for the artifact. Request. This endpoint expects an object. id string Required The ID of the artifact to get the URL for. version string Optional The version of the artifact that needs to be fetched. Response. This endpoint returns an"
+      },
+      {
+        "id": "ART-1652_KNOWLEDGE_NODE-46",
+        "title": "Export \u2014 DevRev | Docs",
+        "text": "string Optional The ID of the object to filter artifacts. Response. This endpoint returns an object. artifacts list of objects The artifact\\'s information. Show 6 properties API Reference artifacts Locate. GET https:// api.devrev.ai / artifacts.locate Gets the download URL for the artifact. Query parameters. id string Required The ID of the artifact to get the URL for. version string Optional The version of the artifact that needs to be fetched. Response. This endpoint"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-25",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "contact import ========================== You can upload and manage accounts and contacts by importing data from CSV files. ![]() Import data ----------- 1. Go to the top-right corner of the **Accounts and Contacts** vista and click the \\xe2\\x9a\\xa1 button. 2. Click **Download sample CSV**. The sample CSV file includes all the necessary headers and sample values supported by DevRev. 3. Open the downloaded sample CSV file. Fill in the required headers and values as specified in"
+      },
+      {
+        "id": "ART-1784_KNOWLEDGE_NODE-47",
+        "title": "Locate Post \u2014 DevRev | Docs",
+        "text": "returns an object. url string The artifact\\'s download URL. expires_at datetime Optional The expiration timestamp of the URL. GET / artifacts.locate $ curl -G https://api.devrev.ai/artifacts.locate \\\\ > -H \" Authorization: Bearer <token> \" \\\\ > -d id=ARTIFACT-12345 200 Retrieved 1 { 2 \" expires_at \" : \" 2023-01-01T12:00:00Z \" , 3 \" url \" : \" url \" 4 } API Reference artifacts Locate Post. POST https:// api.devrev.ai / artifacts.locate Gets the download URL for the"
+      }
+    ]
+  },
+  {
+    "query_id": "897e0598-fd78-4dec-ae18-80721cfe2e1d",
+    "query": "ticket calls show playback access issue",
+    "retrievals": [
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-43",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "with that email or not. + This could also be because your customer hasn't logged in. * Customer isn't able to view the tickets they have created. + Check if there are any reported tickets by that customer. You can do so by logging into your DevRev app and then going into the tickets section. Here you can filter based on **reported by** and see if any tickets have been reported by the customer who isn't able to view the tickets. + Check if the customer has logged in on the correct"
+      },
+      {
+        "id": "ART-4955_KNOWLEDGE_NODE-4",
+        "title": "Transitioning to the New PLuG Sessions Experience",
+        "text": "these insights, you can quickly analyze user sessions over a period of up to 30 days. Additionally, our drill-through capabilities allow you to go from high-level metrics directly to session replays, enabling a more granular data exploration and understanding of specific user interactions. Recent Sessions on Support Conversations and Tickets You can access recent user sessions directly within support conversations and tickets. When a user raises a support request, their latest recorded"
+      },
+      {
+        "id": "ART-1031_KNOWLEDGE_NODE-6",
+        "title": "AR Digital Wealth cuts support TAT by 60% with faster issue solving",
+        "text": "times, causing significant delays The solution ------------ ### Visual playback of issues Computer, powered by agentic AI, provides product teams with a video of how users interact with the app\\xe2\\x80\\x99s login and splash screens. This visual playback aids in pinpointing where users encounter issues and identifying confusing elements. These insights are then shared with the development team, allowing for quick issue resolution and minimizing drop-offs during the onboarding"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-27",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "of all the roles associated with the target. If at least one role provides the necessary privilege, say create privilege, the actor is granted permission to proceed with the action, allowing them to create the issue. ``` Groups Groups User Engineering Support Role READ on parts Role CREATE on tickets CREATE on tickets READ on parts ``` If a user attempts an action they\\'re not authorized to perform, they see a message which says \"You"
+      },
+      {
+        "id": "ART-1001_KNOWLEDGE_NODE-1",
+        "title": "DevRev PLuG Session Replay",
+        "text": "DevRev PLuG Session Replay we provide the ability to record a users session and automatically attach it to a conversation when its started. This allows those providing support to the customer to see exactly what the customer was doing, and any potential errors, before they contacted support. This allows them to have context, empathy, any ideally provide much better support without needing to ask the traditional boring questions of \\xe2\\x80\\x9cwhat were you doing when this"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-63",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "support tickets on behalf of customers\\xe2\\x80\\x94without granting customers access to these tickets. This feature enables internal collaboration while keeping the ticket invisible to the customer until explicitly made external. Even if a ticket contains customer-related information (such as the customer workspace or the **Reported by** field), it remains inaccessible to the customer unless it is explicitly converted into an external ticket. The **Customer Messages** tab is unavailable for"
+      },
+      {
+        "id": "ART-970_KNOWLEDGE_NODE-77",
+        "title": "The Story",
+        "text": "to define and prioritize clearly. We felt the pain of sales reps not having clarity on their customers\\xe2\\x80\\x99 tickets, engineering roadmaps, and the status of items relevant to them. We felt the pain of support not having access to information like customer details and the status of pipeline opportunities. Lastly, we felt the pain of having to \\xe2\\x80\\x98ask\\xe2\\x80\\x99 for access or context instead of natively having it in the context of the work. Why not just give everyone access"
+      },
+      {
+        "id": "ART-15679_KNOWLEDGE_NODE-1",
+        "title": "Why is ViewAllData permission needed for Salesforce imports",
+        "text": "as is the error we get in the response: Malformed query,\\xc2\\xa0 FeedItem requires a filter by Id. To protect their own backend, Salesforce will not allow you to query the entire table unless you have permission to see absolutely everything that\\'s in it or all the parent objects - as it makes no sense to show someone the comment to a case if they don\\'t have access to cases. To be able to query on the FeedItem table directly, we require one of the two: either you have ViewAllData"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-44",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "URL and not on the support portal of some other customer. * Customer admin isn't able to see all the tickets of the organization. + This could happen if the customer isn't logged in on the correct URL. If the customer is logged in on the correct URL, then check if there are any tickets that are reported by the other customers in that organization or not. Check if the customer is added as a customer admin or not by logging in to your DevRev application. * You are not able to add customer"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-28",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "are not authorized to perform this action\". Relevant buttons may be inactive. Users can contact the organization\\'s admins to enable access in that case. ![]() Granting access permissions --------------------------- Users are granted access permissions to dashboards or reports through MFZ policies and sharing. ### MFZ policies Use of MFZ policies facilitates the need to grant access to a wider group of users. An org admin has permission to define and enable roles, in"
+      }
+    ]
+  },
+  {
+    "query_id": "71551d19-f254-4aee-945e-c45a0a18f8c5",
+    "query": "OAuth error troubleshooting for Salesforce integration in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-17569_KNOWLEDGE_NODE-1",
+        "title": "Issues with Salesforce OAuth connection",
+        "text": "message in the UI if they try to access an uninstalled app: \\xe2\\x80\\x9cWe can\\xe2\\x80\\x99t authorize you because of an OAuth error. For more information, contact your Salesforce administrator.\\xe2\\x80\\x9d and the OAUTH_APPROVAL_ERROR_GENERIC message.\" Due to this, customers may experience issues when trying to create a new Salesforce connection and install the DevRev app on their Salesforce instance. Read more about this on the shared article above. Follow the next steps to enable the"
+      },
+      {
+        "id": "ART-17569_KNOWLEDGE_NODE-2",
+        "title": "Issues with Salesforce OAuth connection",
+        "text": "connection: Open a Support Case w/ SFDC Support. Ask to have the API Access Control feature enabled Once enabled, go to the system user in SFDC and select the appropriate profle/permission set and go to System Permissions. Check the box that says \"Use Any API client\" This is a setting that wouldn\\'t be available without the API Access Control feature. Retry creating the connection after you\\'ve completed the previous steps.'"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-44",
+        "title": "External identity provider setup | Computer by DevRev | DevRev",
+        "text": "errors**: Verify the sign\\\\_in\\\\_endpoint (SAML) or issuer (OIDC) is accessible and returns valid responses. 2. **Login failures**: Check that users are assigned to the application in your identity provider. For additional support, contact the DevRev customer success team with your connection details and error messages. [PreviousAccessing DevRev](/docs/product/ui)[NextRemote MCP server](/docs/product/remote-mcp) #### On this page * [Before you begin](#before-you-begin) * [Setup"
+      },
+      {
+        "id": "ART-17569_KNOWLEDGE_NODE-0",
+        "title": "Issues with Salesforce OAuth connection",
+        "text": "b'\"Starting in early September 2025, Salesforce will restrict the use of uninstalled connected apps. This usage restriction will block end users from using uninstalled connected apps. This change is part of Salesforce\\'s commitment to making our products and services secure-by-default.\" [Prepare for Connected App Usage Restrictions Change](https://help.salesforce.com/s/articleView?id=005132365&type=1) \"If API Access control isn\\xe2\\x80\\x99t enabled, end users see the following error"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-43",
+        "title": "External identity provider setup | Computer by DevRev | DevRev",
+        "text": "call) * <CUSTOM-STRING>: A custom identifier you choose (must be consistent across all configurations) * <connection\\\\_name>: A unique identifier for your connection (must follow the naming pattern) * <display\\\\_name>: A human-readable name for your connection * <DEV\\\\_ORG\\\\_SLUG>: Your DevRev organization slug * <CONNECTION\\\\_ID>: The ID returned from the connection creation API call ::: Troubleshooting --------------- If you encounter issues: 1. **Authentication endpoint"
+      },
+      {
+        "id": "ART-1688_KNOWLEDGE_NODE-4",
+        "title": "Developer keyrings | DevRev | Docs",
+        "text": "requires two fields: * `client_id`: The client ID provided by the OAuth provider. * `client_secret`: The client secret provided by the OAuth provider. To create an OAuth secret with the CLI, run the following command: ``` | | | | --- | --- | | $ | echo \\'{\"client_id\":\"<CLIENT ID>\",\"client_secret\":\"<CLIENT SECRET>\"}\\' | devrev developer_keyring create oauth-secret <KEYRING NAME> | ``` Developer keyrings in the snap-in"
+      },
+      {
+        "id": "ART-1294_KNOWLEDGE_NODE-6",
+        "title": "Debugging | DevRev | Docs",
+        "text": "your filters. ``` | | | | --- | --- | | $ | devrev snap_in_package logs --after \"2023-06-06T00:00:00Z\" --filters \\'{}\\' | jq -r \\'[\"total\", .log_summary.total.value, \"next_cursor\", .next_cursor], (.logs[] | [.level,.timestamp,.msg]) | @tsv\\' | code - | ``` Troubleshooting --------------- ### Error \\xe2\\x80\\x9cYou are not authorized to perform this operation\\xe2\\x80\\x9d ``` | | | | --- | --- | | $ | devrev snap_in draft | ``` ``` | | | --- | | POST"
+      },
+      {
+        "id": "ART-15364_KNOWLEDGE_NODE-3",
+        "title": "List Dev Orgs Auth Connections (POST) | DevRev | Docs",
+        "text": "of objects List of all the authentication connections currently configured for a Dev organization. Show 6 variants ### Errors 400 Bad Request Error 401 Unauthorized Error 403 Forbidden Error 429 Too Many Requests Error 500 Internal Server Error 503 Service Unavailable Error Was this page helpful? YesNo [Previous](/api-reference/auth-connections/dev-org-auth-connections-list)[#### Toggle Dev Orgs Auth"
+      },
+      {
+        "id": "ART-15362_KNOWLEDGE_NODE-3",
+        "title": "Get Dev Orgs Auth Connection (POST) | DevRev | Docs",
+        "text": "Dev organization. Show 6 variants ### Errors 400 Bad Request Error 401 Unauthorized Error 403 Forbidden Error 404 Not Found Error 429 Too Many Requests Error 500 Internal Server Error 503 Service Unavailable Error Was this page helpful? YesNo [Previous](/api-reference/auth-connections/dev-org-auth-connections-get)[#### List Dev Orgs Auth Connections Next](/api-reference/auth-connections/dev-org-auth-connections-list)[Built"
+      },
+      {
+        "id": "ART-1691_KNOWLEDGE_NODE-11",
+        "title": "OAuth 2.0 configuration: Securely storing access tokens \u2014 DevRev | Docs",
+        "text": "token. 30| authorize: # The authorize section is used to get the authorization code from the user and exchange it for an access token. 31| type: \"config\" 32| auth_url: <auth_url> # The URL to which the user is redirected to authorize the connection. 33| token_url: <token_url> # The URL to which the authorization code is sent to get the access token. 34| grant_type: \"authorization_code\" 35| auth_query_parameters:"
+      }
+    ]
+  },
+  {
+    "query_id": "b0868a8c-db97-4032-a697-5e8eb9c4be3d",
+    "query": "DevRev statistical data on ticket resolution time and customer benefits",
+    "retrievals": [
+      {
+        "id": "ART-1771_KNOWLEDGE_NODE-10",
+        "title": "ToughTrucksForKids.com achieves dramatic efficiency gains and customer satisfaction through AI-powered support automation",
+        "text": "approach to customer service. The result was faster responses, more accurate solutions, and a significantly improved customer experience. The bottom line: A transformation in support operations ------------------------------------------------------- ToughTrucksForKids\\' implementation of DevRev delivers concrete business results: * 64% reduction in ticket resolution time * 83% improvement in first response time * 30% increase in CSAT scores * 20% increase in conversion rates * 65%"
+      },
+      {
+        "id": "ART-1870_KNOWLEDGE_NODE-10",
+        "title": "Unifying teams: How ActionIQ transformed support with integration",
+        "text": "retention or engagement ![]() Tasso ArgyrosCEO, ActionIQ The bottom line: Transforming support through connected operations ------------------------------------------------------------------ ActionIQ's implementation of DevRev delivered concrete business results: * 67% reduction in median incident resolution times * 50% faster customer ticket resolution * 60% reduction in turnaround time for responses to customer tickets * 68% increase in incidents closed within Level 1"
+      },
+      {
+        "id": "ART-16570_KNOWLEDGE_NODE-13",
+        "title": "FAME transforms information access with AI-powered enterprise search",
+        "text": "and improve, making information access increasingly effortless over time. Data-backed transformation -------------------------- Since the rollout in June 2025, the data shows clear improvements in operational efficiency: * **+10 hrs saved** every user each week * **~40% faster ticket resolution** when DevRev is used * **Up to 75% faster resolution** in specific cases * **Consistent adoption** across the team through June and July Benefits -------- FAME\\'s adoption of"
+      },
+      {
+        "id": "ART-1027_KNOWLEDGE_NODE-12",
+        "title": "Descope streamlines support at scale with automation, AI, and unified collaboration",
+        "text": "driver ---------------------------------------------------------- By deploying DevRev, Descope has achieved: * 54% reduction in average resolution time * 5\\xc3\\x97 faster ticket resolution with complete lifecycle visibility * 300M+ users supported daily, up from 10M * 100% SLA adherence maintained during scale * 32\\xe2\\x80\\x9340% of inquiries resolved through AI-powered self-service * Increased CSAT and reduced time to resolution The result: a streamlined, product-led support"
+      },
+      {
+        "id": "ART-3038_KNOWLEDGE_NODE-14",
+        "title": "Bolt unifies support and product to deliver seamless commerce",
+        "text": "and Dev360 with DevRev * Centralized Memory integration * Compliance workflows within DevRev ![]() Top benefits ------------ * 40% faster ticket resolution * 35% faster product delivery cycle * 25% increase in customer retention rates * Enhanced enterprise search functionality by Computer through memory * Increased agent productivity * Centralized memory management * Lower ticket volume through PLuG AI searches * Scalable, future-proof support and engineering"
+      },
+      {
+        "id": "ART-3038_KNOWLEDGE_NODE-10",
+        "title": "Bolt unifies support and product to deliver seamless commerce",
+        "text": "system of record across customer and product lifecycles. The impact ---------- Since implementing DevRev, Bolt has seen real improvements across the board. The unified platform has led to significantly faster issue resolution and product development cycles: * Support teams resolve tickets up to 40% faster * A 25% boost in customer retention by solving issues proactively * Product teams achieved a 35% faster release cycle for customer-requested improvements Beyond support and"
+      },
+      {
+        "id": "ART-1840_KNOWLEDGE_NODE-12",
+        "title": "Revolutionising health tech support: how Binah.ai cut response times by 50% with DevRev",
+        "text": "allowing customers to receive faster assistance * **20% decrease in operational costs**, driven by automation and AI-powered efficiencies * **15% shorter resolution cycles**, helping the team close tickets more quickly * **Higher agent productivity**, thanks to AI-suggested replies that reduce the time spent on drafting responses * **Improved customer satisfaction**, with accurate answers delivered through AI chat and a growing self-service knowledge base * **Deeper visibility through"
+      },
+      {
+        "id": "ART-1027_KNOWLEDGE_NODE-8",
+        "title": "Descope streamlines support at scale with automation, AI, and unified collaboration",
+        "text": "without added headcount Descope now handles over 300 million daily participant sessions, a 30\\xc3\\x97 increase since adopting DevRev. This growth was achieved with no increase in support headcount, thanks to DevRev\\xe2\\x80\\x99s automation-first and AI Agent approach. ### Dramatically improved resolution times Average resolution time was reduced by 54%, cutting turnaround from 22.8 days to just 10.4 days. This was driven by enhanced SLA management and **DevRev\\xe2\\x80\\x99s AI"
+      },
+      {
+        "id": "ART-1870_KNOWLEDGE_NODE-14",
+        "title": "Unifying teams: How ActionIQ transformed support with integration",
+        "text": "customer ticket resolution times by 50%. Faster follow-up responses With DevRev, ActionIQ has achieved a 60% reduction in turnaround time for responses to customer tickets. Increased agent productivity Improved organization of work items, combined with workflow automation through Snap-Ins, drove a 68% increase in the number of incidents closed within Level 1 Support (per agent, per month) and an overall 18% increase in the number of incidents closed (per agent, per month). ###"
+      },
+      {
+        "id": "ART-16189_KNOWLEDGE_NODE-8",
+        "title": "FOSSA\u2019s Unified Support Strategy for Elevated Customer Experience",
+        "text": "up ![]() Manual A. HarnischVice President of Success & Support The impact: Unified knowledge, automated resolution, measurable results ----------------------------------------------------------------------- Since implementing DevRev, FOSSA has experienced transformative gains across operations. The unified system helped bridge silos and elevate support productivity: * 40% reduction in support-related headcount costs * 57% faster resolution time, now averaging 12d 1h *"
+      }
+    ]
+  },
+  {
+    "query_id": "485f47bb-d3e6-4ad5-b1e9-ec374b31a860",
+    "query": "who can provide access to a dashboard or board",
+    "retrievals": [
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-28",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "are not authorized to perform this action\". Relevant buttons may be inactive. Users can contact the organization\\'s admins to enable access in that case. ![]() Granting access permissions --------------------------- Users are granted access permissions to dashboards or reports through MFZ policies and sharing. ### MFZ policies Use of MFZ policies facilitates the need to grant access to a wider group of users. An org admin has permission to define and enable roles, in"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-30",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "do not, by default, have permission to read any datasets besides their own. Admins are responsible for granting read permissions to all or a subset of datasets, which platform users can then utilize in building dashboards or reports. ### Sharing The share functionality allows dashboard or report editors to grant read or update permissions to other users. 1. Select **Share** from the actions drop-down. 2. Search for the desired user, assign them a role (Editor or Viewer), then click"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-29",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "whatever combination, that will give user groups permission to perform various operations on dashboards/reports. Out of the box, the following roles are enabled for the predefined user groups: * Admins ![]() * Platform users ![]() By default, platform users have the following permissions: + Create dashboards or reports. + Read, update, and delete their own dashboards or reports. + Create datasets. + Read, update, and delete their own datasets. Platform users"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-31",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "**Share**. Vista privileges ---------------- Two objects power vista reports: dashboards and datasets. Dashboards represent the view, while datasets represent the actual underlying data. A user must, at a minimum, have access permissions to dashboards in order to perform any meaningful operations on vista reports. Below is a list of possible operations: * **Read**: View a dashboard or report. Dashboard read permissions are required for a user to view a dashboard or report. *"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-32",
+        "title": "Access control | Computer by DevRev | DevRev",
+        "text": "**Create**: Build a dashboard or report. A user must have dashboard create permissions and dataset read permissions to create a dashboard or report. * **Update**: Modify an existing dashboard or report. A user must have dashboard update permissions and dataset read permissions to modify a dashboard or report. * **Share**: Allows a user to share an existing dashboard or report with other users. A user must have dashboard update permissions to share a dashboard or report. [PreviousDefault"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-38",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "allows a user to create a dashboard Privileges: dashboard object ['CREATE'] * *Dashboard Owner:* A role that allows the creator to view, edit and delete a dashboard Privileges: dashboard object ['READ', 'UPDATE', 'DELETE'] * *Question Answer Interactor:* Contains privileges on question answers for members of the default group 'Members'. Privileges: question\\\\_answer object ['CREATE', 'READ', 'UPDATE'] * *Dataset Creator:* A role that allows a user to create a dataset"
+      },
+      {
+        "id": "ART-15687_KNOWLEDGE_NODE-33",
+        "title": "Dashboards | Computer by DevRev | DevRev",
+        "text": "organization. Define the reference ID for each tab before mapping widgets to them. * **Create the dashboard**: Once satisfied with the linked widgets and layout, click the **Create dashboard** button. * **Accessing dashboards**: Search in the **Explore** section: * Go to **Explore** in the left nav in DevRev. * Search for your dashboard by its name. * Click on the dashboard to access it. * For easy access, you can pin your dashboard under a section of your"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-76",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev",
+        "text": "Privileges: issue object None * *Dashboard Admin:* A role that allows CRUDL operations to admins Privileges: dashboard object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *Timeline Comment Admins/System User Interactor:* Contains privileges on timeline comment for admins and system users Privileges: comment object ['CREATE', 'READ', 'UPDATE', 'DELETE'] * *DevOrg Commerce Admin License Assignment Manager:* Contains workspace commerce admin privileges for license assignment object."
+      },
+      {
+        "id": "ART-1952_KNOWLEDGE_NODE-38",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "the \\xe2\\x9c\\x8f\\xef\\xb8\\x8f\\xc2\\xa0icon. This will take you into the widget builder. ### Share Share reports/dashboards by clicking the \\xe2\\x9a\\xa1\\xc2\\xa0button on your dashboard main page. Based on whether you have access, you can share with team members. Authorization (MFZ) ------------------- For Authorization (MFZ) related information, refer to [Vista Reports Authorization](./access-control). [PreviousVistas](/docs/product/vistas)[NextBoard"
+      },
+      {
+        "id": "ART-1994_KNOWLEDGE_NODE-35",
+        "title": "Sprint mode | Computer for Builders | DevRev",
+        "text": "the workspace can view the sprint board in **Sprint Boards** even if it's not exclusively shared with you. You can pin the sprint board for easy access and share the URL too which is under **Share** > **Copy Link**. To grant write permission, click **Share** and enter the email or name of the person. ![]() * You can go to **Settings** on the left of the **Insights** button on top to change **Duration** of the sprint and **Define backlog** by adding issue filters like **Part, Owner, Tags,"
+      }
+    ]
+  },
+  {
+    "query_id": "f064d59a-04e0-41e7-8b84-d4b7119aa8ee",
+    "query": "Escalation triggers for complex queries requiring human intervention, including probing questions and answer capturing",
+    "retrievals": [
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-29",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "end user. ## Why you should convert a Conversation to a Ticket Consider converting a conversation to a ticket in these scenarios: * **Complex issues** : When a customer inquiry requires in-depth investigation that can't be resolved in a quick conversation. * **Cross-team collaboration** : Issues requiring input from multiple departments or specialists. * **Escalation needs** : When a conversation needs to be escalated to a higher support tier. * **Feature requests** :"
+      },
+      {
+        "id": "ART-4172_KNOWLEDGE_NODE-3",
+        "title": "DevRev Service Level Agreement",
+        "text": "enlist a balance between AI, Automation and Human approaches to meet these goals. Our AI Support Agent is designed to enhance the efficiency of customer service operations by interacting with users to resolve common queries to taking complex actions. The majority of the time (>50%), our AI Support Agent can address our customers\\xe2\\x80\\x99 needs; however, in the event an issue is not resolved, the agent seamlessly escalates the conversation by creating a ticket. This hybrid approach of"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-27",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "via Workflows** Set up automated workflows to convert conversations to tickets based on specific triggers: * When a conversation is updated with certain criteria * When your AI agent identifies an issue requiring escalation * According to your custom business rules Workflows enable seamless handovers from automated conversations to your support teams when necessary. ## End user experience ### PLuG widget experience When a conversation is converted to a ticket in the"
+      },
+      {
+        "id": "ART-16188_KNOWLEDGE_NODE-5",
+        "title": "DevRev Careers | Applied AI - Technical Support Lead",
+        "text": "investigate and troubleshoot issues, drive resolutions, and ensure accountability across functions during hypercare sprints. ### **Key Responsibilities** * Act as the technical front line during **hypercare periods**, ensuring timely triage, resolution, and communication of issues raised by customer * Help in resolving customer queries raised via different support channels using AI first approach and human escalated complex tickets * Participating in daily, weekly and monthly calls with"
+      },
+      {
+        "id": "ART-16186_KNOWLEDGE_NODE-5",
+        "title": "DevRev Careers | Support - AAI Engineer - Hypercare",
+        "text": "investigate and troubleshoot issues, drive resolutions, and ensure accountability across functions during hypercare sprints. ### **Key Responsibilities** * Act as the technical front line during **hypercare periods**, ensuring timely triage, resolution, and communication of issues raised by customer * Help in resolving customer queries raised via different support channels using AI first approach and human escalated complex tickets * Participating in daily, weekly and monthly calls with"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-28",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "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. * In **Updates**, filter by **Type** > **Mentioned**. Respond to those updates first. * Create a ticket if you aren't able to resolve the conversation in 20 minutes. As soon as the ticket is opened, move it to the *escalate* stage. The owner of the ticket is the owner of the customer org where the conversation"
+      },
+      {
+        "id": "ART-1027_KNOWLEDGE_NODE-9",
+        "title": "Descope streamlines support at scale with automation, AI, and unified collaboration",
+        "text": "workflows** that streamline ticket triaging and severity assessment. ### AI-powered deflection at scale AI answering has stabilized around 32\\xe2\\x80\\x9340% of all inquiries, with complex queries intelligently routed to human agents. **Computer CX Agents** for free vs. paid customers optimize deflection strategies for each segment, delivering tailored support while maximizing efficiency. DevRev has enabled us to streamline access to technical documentation, automate common developer"
+      },
+      {
+        "id": "ART-1709_KNOWLEDGE_NODE-12",
+        "title": "ACC-qjz7ErXz - Mad Rewards: MadRewards uses DevRev\u2019s AI to modernize customer su",
+        "text": "Significant cost overhead **After:** * AI-powered chatbot deflecting a huge portion of the basic incoming queries, in addition to email and live chat support * Customer support scaled down to a team of two, handling complex queries that require human intervention. * Cost-effective and optimized support operations, while maintaining customer satisfaction ## Looking ahead Pradeep believes the best customer service is when the customer does not have to reach out for support;"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-28",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "tickets -------------------------------- **Manual conversion** Go to the conversation record pane and select **Convert to Ticket** to create a new ticket from the conversation. ![]() **Automated conversion via workflows** Set up automated [workflows](./workflow-engine) to convert conversations to tickets based on specific triggers: * When a conversation meets defined criteria * When the AI agent identifies an issue requiring escalation * According to custom business"
+      },
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-30",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "stage. * *Needs response* (NR) The customer has responded; the customer experience engineer needs to review the item and respond or resolve the issue if the user requests or validates the fix. When a customer experience engineer responds the stage transitions to *waiting on user*. In certain cases it may be necessary to escalate the item internally where the conversation may depend on tickets, issues, or a response from someone other than themselves. In this case the stage"
+      }
+    ]
+  },
+  {
+    "query_id": "52d66b53-0b96-45ff-be31-3cc1304ad3c8",
+    "query": "API token vs Auth token for API calling DevRev",
+    "retrievals": [
+      {
+        "id": "ART-1389_KNOWLEDGE_NODE-0",
+        "title": "Security tokens \u2014 DevRev | Docs",
+        "text": "b'[](/public/api-reference/auth-tokens/security-tokens) Public [API Reference](/public/api-reference/getting-started)[auth-tokens](/public/api-reference/auth-tokens/security-tokens) # Security tokens `auth-tokens` endpoint \\xe2\\x84\\xb9\\xef\\xb8\\x8f Security tokens are required for accessing DevRev. There are four types of security tokens: * **Application Access Token (AAT)** : Uniquely identifies an application belonging to a dev org. * **System User Token (SUT)** :"
+      },
+      {
+        "id": "ART-1196_KNOWLEDGE_NODE-0",
+        "title": "Get Auth Token | DevRev | Docs",
+        "text": "b'Get Auth Token | DevRev | Docs [![]()![]()](https://developer.devrev.ai/) Public Public Search `/` [API Reference](/api-reference/getting-started)[auth-tokens](/api-reference/auth-tokens/security-tokens) Get Auth Token ============== Copy page GET https://api.devrev.ai/auth-tokens.get GET /auth-tokens.get ``` | | | | --- | --- | | $ | curl -G https://api.devrev.ai/auth-tokens.get \\\\ | | > | -H \"Authorization: Bearer <token>\" \\\\ | | > | -d"
+      },
+      {
+        "id": "ART-1193_KNOWLEDGE_NODE-0",
+        "title": "Security tokens | DevRev | Docs",
+        "text": "b'Security tokens | DevRev | Docs [![]()![]()](https://developer.devrev.ai/) Public Public Search `/` [API Reference](/api-reference/getting-started)[auth-tokens](/api-reference/auth-tokens/security-tokens) Security tokens =============== Copy page `auth-tokens` endpoint \\xe2\\x84\\xb9\\xef\\xb8\\x8f Security tokens are required for accessing DevRev. There are four types of security tokens: * **Application Access Token (AAT)**: Uniquely identifies an application"
+      },
+      {
+        "id": "ART-15299_KNOWLEDGE_NODE-0",
+        "title": "Info Auth Tokens | DevRev | Docs",
+        "text": "b'Info Auth Tokens | DevRev | Docs [![]()![]()](https://developer.devrev.ai/) Public Public Search `/` [API Reference](/api-reference/getting-started)[auth-tokens](/api-reference/auth-tokens/security-tokens) Info Auth Tokens ================ Copy page GET https://api.devrev.ai/auth-tokens.info GET /auth-tokens.info ``` | | | | --- | --- | | $ | curl https://api.devrev.ai/auth-tokens.info \\\\ | | > | -H \"Authorization: Bearer <token>\" | ``` [Try"
+      },
+      {
+        "id": "ART-1197_KNOWLEDGE_NODE-0",
+        "title": "Get Auth Token (POST) | DevRev | Docs",
+        "text": "b'Get Auth Token (POST) | DevRev | Docs [![]()![]()](https://developer.devrev.ai/) Public Public Search `/` [API Reference](/api-reference/getting-started)[auth-tokens](/api-reference/auth-tokens/security-tokens) Get Auth Token (POST) ===================== Copy page POST https://api.devrev.ai/auth-tokens.get POST /auth-tokens.get ``` | | | | --- | --- | | $ | curl -X POST https://api.devrev.ai/auth-tokens.get \\\\ | | > | -H \"Authorization: Bearer"
+      },
+      {
+        "id": "ART-1194_KNOWLEDGE_NODE-0",
+        "title": "Create Auth Token | DevRev | Docs",
+        "text": "b'Create Auth Token | DevRev | Docs [![]()![]()](https://developer.devrev.ai/) Public Public Search `/` [API Reference](/api-reference/getting-started)[auth-tokens](/api-reference/auth-tokens/security-tokens) Create Auth Token ================= Copy page POST https://api.devrev.ai/auth-tokens.create POST /auth-tokens.create ``` | | | | --- | --- | | $ | curl -X POST https://api.devrev.ai/auth-tokens.create \\\\ | | > | -H \"Authorization: Bearer"
+      },
+      {
+        "id": "ART-1394_KNOWLEDGE_NODE-1",
+        "title": "Get Auth Token (POST) \u2014 DevRev | Docs",
+        "text": "__ [Pricing](https://devrev.ai/pricing) [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) [API Reference](/public/api-reference/getting-started)[Auth Tokens](/public/api-reference/auth-tokens/create) # Get Auth Token (POST) POST https://api.devrev.ai/auth-tokens.get Try it Gets the token metadata corresponding to the given token ID under the given Dev organization. ### Request This endpoint expects an"
+      },
+      {
+        "id": "ART-1386_KNOWLEDGE_NODE-0",
+        "title": "Get Auth Token \u2014 DevRev | Docs",
+        "text": "b'[](/public/api-reference/auth-tokens/get) Public [API Reference](/public/api-reference/getting-started)[Auth Tokens](/public/api-reference/auth-tokens/create) # Get Auth Token GET https://api.devrev.ai/auth-tokens.get Try it Gets the token metadata corresponding to the given token ID under the given Dev organization. ### Query parameters token_idstringRequired`format: \"id\"` The unique identifier of the token under a given Dev organization. ### Response The"
+      },
+      {
+        "id": "ART-2849_KNOWLEDGE_NODE-1",
+        "title": "Info Auth Tokens (Beta) \u2014 DevRev | Docs",
+        "text": "the auth token. Show 3 properties tokenobject The token attributes extracted from the auth token. Show 4 properties userobject The user attributes extracted from the auth token. Show 6 properties GET /auth-tokens.info [code] $| curl https://api.devrev.ai/auth-tokens.info \\\\ ---|--- >| -H \"Authorization: Bearer <token>\" [/code] Try it 200Retrieved [code] 1| { ---|--- 2| \"organization\": { 3|"
+      },
+      {
+        "id": "ART-1787_KNOWLEDGE_NODE-55",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "an application access token (AAT). refresh_token string Optional A token to refresh the issued token. scope string Optional The scopes associated with the issued token. A space-delimited list of values in which the order of values does not matter. POST / auth-tokens.create cURL $ curl -X POST https://api.devrev.ai/auth-tokens.create \\\\ > -H \" Authorization: Bearer <token> \" \\\\ > -H \" Content-Type: application/json \" \\\\ > -d \\' {} \\' 200 Successful 1 { 2 \" access_token \" : \" access_token"
+      }
+    ]
+  },
+  {
+    "query_id": "dddb78ca-5a57-40e5-ac8f-0655ab359628",
+    "query": "SLA metrics dashboard filter not retaining selected data point showing all tickets instead of filtered tickets",
+    "retrievals": [
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-42",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "Target ------------------------------------ In order to filter tickets based on SLA, you can use the **Next SLA Target** filter. Here\\xe2\\x80\\x99s how the filter works: * **All**: Filters all tickets that currently have an SLA applied to them. It will not filter tickets that had an SLA applied in the past and have been completed. * **Breached since**: + **Any**: Filters all tickets that breached SLA, irrespective of when they were breached. + **Over an hour**: Filters all"
+      },
+      {
+        "id": "ART-1558_KNOWLEDGE_NODE-309",
+        "title": "Metric Definitions List (Beta) \u2014 DevRev | Docs",
+        "text": "SLAs matching a filter. Query parameters. applies_to enum Optional The object types the SLA applies to. Allowed values: conversation issue ticket applies_to_op \"all\" or \"any\" Optional The Filter operator to be applied on the applies to object types filter. Allowed values: all any cursor string Optional The cursor to resume iteration from. If not provided, then iteration starts from the beginning. limit integer Optional The maximum number of SLAs to return. The"
+      },
+      {
+        "id": "ART-2695_KNOWLEDGE_NODE-34",
+        "title": "Operational-level agreement | Computer for Support Teams | DevRev",
+        "text": "applied metrics and their stages can be reviewed for an issue. Filtering issues by next OLA target ----------------------------------- To filter issues based on OLA, use the **Next OLA Target** filter. Here's how the filter operates: * **All**: Filters all issues that currently have an OLA applied. It does not include issues that had an OLA metric applied in the past and have been completed. * **Breached Since**: + **Any**: Issues that have breached the SLA, regardless of when"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-28",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "*Conversation Policy*. 3. In the **New ticket policy** pane, under **Conditions**, select the ticket attributes values of **Tag**, **Part**, and **Severity**. 4. Under **Metrics**, enable or disable **First response**, **Next response**, and **Resolution time**. 5. Click **Publish**. ![]() SLA metrics are only applied to tickets or conversations that meet the policy's conditions. Publishing an SLA ----------------- SLAs can be published once all policies are created. Published"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-44",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "**Custom**: Filters all tickets that will breach by the selected date. ![]() Troubleshooting: No SLA running on the ticket --------------------------------------------- ### Issue You have created and published an SLA, but no SLA is running on the ticket. ### Solution 1. Check the **SLA Name** attribute: \\xc2\\xa0\\xc2\\xa0 - Verify that the **SLA Name** attribute on the ticket is not empty. \\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is empty, it means the customer account"
+      },
+      {
+        "id": "ART-1819_KNOWLEDGE_NODE-450",
+        "title": "Sla Trackers Get \u2014 DevRev | Docs",
+        "text": "response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed values: breached completed paused running warning ticket.source_channel string Optional Filters for tickets with any of the provided"
+      },
+      {
+        "id": "ART-1971_KNOWLEDGE_NODE-25",
+        "title": "Support analytics | Computer for Support Teams | DevRev",
+        "text": "contributing factors behind each metric. All metrics are calculated within the specified time range, managed by the default range filter. Additional filters can be added to get more specific analytics. However, not all filters apply to all the metrics and hence a warning symbol is displayed over the metric where the particular filter isn't applied. All of these metrics undergo periodic refresh cycles, and you can track the last refresh time in the top right corner\\xc2\\xa0as shown"
+      },
+      {
+        "id": "ART-1543_KNOWLEDGE_NODE-505",
+        "title": "Metric Definitions List Post (Beta) \u2014 DevRev | Docs",
+        "text": "organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed values: breached completed paused running warning ticket.source_channel string Optional Filters for tickets with any of the provided source channels. ticket.subtype string Optional Filters for tickets with any of the provided"
+      },
+      {
+        "id": "ART-1558_KNOWLEDGE_NODE-518",
+        "title": "Metric Definitions List (Beta) \u2014 DevRev | Docs",
+        "text": "response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed values: breached completed paused running warning ticket.source_channel string Optional Filters for tickets with any"
+      },
+      {
+        "id": "ART-1819_KNOWLEDGE_NODE-463",
+        "title": "Sla Trackers Get \u2014 DevRev | Docs",
+        "text": "need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed values: breached completed paused running warning ticket.source_channel string Optional Filters for tickets with any of the"
+      }
+    ]
+  },
+  {
+    "query_id": "bebe20f1-dbce-4aaf-8ca4-28bfc94500c3",
+    "query": "automatically change ticket stage when customer responds",
+    "retrievals": [
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-28",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "transitions from *new* to *waiting on user*. When a customer responds back to support, the stage transitions to *needs response*. Towards the end of the conversation when the resolution is expected to be valid, the customer experience engineer asks the customer to acknowledge their concerns have been resolved. When the customer experience engineer asks this question the stage transitions to *waiting on user*, and if they validate it moves to *needs response* for the customer experience"
+      },
+      {
+        "id": "ART-2016_KNOWLEDGE_NODE-24",
+        "title": "StageFlow automator | Automate | Snap-ins | DevRev",
+        "text": "[Snap-ins](/docs/snapins) [Automate](/docs/automate) [StageFlow automator](/docs/automations/stageflow-automator) StageFlow Automator =================== The StageFlow Automator is a custom snap-in that allows you to configure custom stages between tickets and issues/enhancements. You can also configure the stage transition whenever a message is given by a customer or a support team member. It also sends notifications to the ticket owner based on its stage changes. ![]() For"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-43",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "*awaiting customer response* until the customer responds. In certain scenarios, the customer experience engineer may be able to resolve the customer's concern. If that's the case, they would ask the customer if their resolution has resolved their concern and the stage would move to the *awaiting customer response*. Once the concern is resolved and the customer acknowledges the resolution, the stage may move to *resolved*. If the concern isn't resolved, the stage may change back to *work in"
+      },
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-30",
+        "title": "Conversations | Computer for Support Teams | DevRev",
+        "text": "stage. * *Needs response* (NR) The customer has responded; the customer experience engineer needs to review the item and respond or resolve the issue if the user requests or validates the fix. When a customer experience engineer responds the stage transitions to *waiting on user*. In certain cases it may be necessary to escalate the item internally where the conversation may depend on tickets, issues, or a response from someone other than themselves. In this case the stage"
+      },
+      {
+        "id": "ART-2009_KNOWLEDGE_NODE-28",
+        "title": "Convergence | Automate | Snap-ins | DevRev",
+        "text": "ticket's stage when linked issue is linked or unlinked. * Close pending tickets if they have remained in the *Awaiting customer response* stage for longer than x days. * Update ticket's stage to waiting on user when user reverts on new conversation. * Update ticket's stage to *Accepted* and notify owner and customers when an enhancement in ideation stage is linked. * Update a spam conversation's stage to *Suspended*. * Update a spam ticket's stage to"
+      },
+      {
+        "id": "ART-2012_KNOWLEDGE_NODE-28",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev",
+        "text": "say \\xe2\\x80\\x9cI would like to add a terminal stage on my tickets\\xe2\\x80\\x9d and we will get it done. * If no terminal stage is set, tickets will reopen on new comments from customers if **Reopen Closed Tickets on customer message** is enabled in the [convergence snap-in](./converge). The tickets move to the _In Progress_ state by default. * If you connected your support email address with DevRev, it is recommended that you enable the **Allow automations to send email** in your"
+      },
+      {
+        "id": "ART-2016_KNOWLEDGE_NODE-28",
+        "title": "StageFlow automator | Automate | Snap-ins | DevRev",
+        "text": "depending on the message given by a discussion participant. Enter /StageConfig in the snap-in **Discussions** tab and select the values from the dropdown for the stage transition whenever a message is given by a discussion participant. 4. Go to **Issues** or **Roadmap** and make updates. The tickets that were linked to the issue or enhancement reflect the changes you configured in the CSV file, notifying the ticket owner. [PreviousSend customized"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-28",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "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. * In **Updates**, filter by **Type** > **Mentioned**. Respond to those updates first. * Create a ticket if you aren't able to resolve the conversation in 20 minutes. As soon as the ticket is opened, move it to the *escalate* stage. The owner of the ticket is the owner of the customer org where the conversation"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-45",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "a user. In certain cases where the ticket depends on some fix (issues) the stage may go from *in development* to *awaiting customer response* when the corresponding issues have been resolved and the fix needs to be validated with the user. In certain cases, the customer experience engineer may be able to solve directly (without any required issues) which may change the stage from *work in progress* to *awaiting customer response* to validate they have solved the problem. If either has"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-42",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "it's automatically put into the *queued* stage, which indicates that it needs to be picked up by a customer experience engineer. **In-progress** * *Work in progress* (WIP) Work on the concern reported by the user has begun. When a customer experience engineer starts work on a ticket, the ticket's stage changes to *work in progress*. When they require more information, they may ask the customer for additional detail (such as logs or context), in which case the stage would change to"
+      }
+    ]
+  },
+  {
+    "query_id": "eeedb1ab-bd3a-420d-b9a0-ecb2ce0e8835",
+    "query": "Article 471 not viewable from internal and external links",
+    "retrievals": [
+      {
+        "id": "ART-1985_KNOWLEDGE_NODE-38",
+        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev",
+        "text": "and **Public Portal**. ### Share an article Once you've created an article, you have two options to share it: * Use **Copy external link** to share with your customers, allowing them to access the article directly. * Use **Copy internal link** to share with your internal organizational team members. The ability to view the article depends on the settings for **Visible to** and **Status** that have been configured. * If you are sharing an external link with non-signed-in"
+      },
+      {
+        "id": "ART-1985_KNOWLEDGE_NODE-39",
+        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev",
+        "text": "customers, the article should be visible to customers. If the **Visible to** option is set to **Verified Customers**, only signed-in customers are able to view the article. * When sharing an external link with customers, the article status should be *Published*. If it is in *Draft* mode, they won\\xe2\\x80\\x99t be able to view it. Article Formatting ------------------ When you\\xe2\\x80\\x99re creating a new article or editing an existing article, formatting options are displayed. While"
+      },
+      {
+        "id": "ART-15726_KNOWLEDGE_NODE-0",
+        "title": "Visibility of Airdrop-imported articles",
+        "text": "b\"If you just imported a bunch of articles from your favorite external system, but can't see them in DevRev, the most important question to ask yourself is whether that article was shared with you in the external system. Airdrop is permission-aware for articles, so if an article (or document, or page, whatever gets imported as an Airdrop article) was not shared with you in the external system, then you won't have access to it in DevRev (even if you're an admin), assuming the default visibility"
+      },
+      {
+        "id": "ART-17231_KNOWLEDGE_NODE-40",
+        "title": "Supported DevRev object types | DevRev | Docs",
+        "text": "article is shared and the corresponding roles. | | `status` | enum | | Status of the article. | | `tags` | reference (collection)\\xe2\\x86\\x92[#record:tag] | | Tags associated with the article. | | `title` | text | \\xe2\\x9c\\x94\\xef\\xb8\\x8e | Title of the article. | | `type` | enum | | Type of the article. | | `visible_to` | enum | | | #### Enum values **access\\\\_level** | Value | Name | Description | | --- | --- | --- | | `EXTERNAL` | - | - | | `INTERNAL` | - | - | |"
+      },
+      {
+        "id": "ART-1985_KNOWLEDGE_NODE-35",
+        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev",
+        "text": "and no longer required can be removed by archiving them. Visibility settings ------------------- ### Article visibility To control who can view the articles, open the **Visible to** menu. This displays all external groups that the article can be shared with. By default, the following groups are available: * **Customers**: Allows public access without verification. ![]() Public access requires the public portal to be enabled. If the public portal is not enabled, only"
+      },
+      {
+        "id": "ART-15726_KNOWLEDGE_NODE-1",
+        "title": "Visibility of Airdrop-imported articles",
+        "text": "is private (i.e., if the article is not shared with everyone in the external system). This 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 Airdrop import report: If it says that all the extracted articles were created or updated in DevRev, then you can be reasonably sure that that was the case If you're still skeptical you can ask the customer to verify that they see the"
+      },
+      {
+        "id": "ART-15294_KNOWLEDGE_NODE-9",
+        "title": "Get Article | DevRev | Docs",
+        "text": "Error 401 Unauthorized Error 403 Forbidden Error 404 Not Found Error 429 Too Many Requests Error 500 Internal Server Error 503 Service Unavailable Error Was this page helpful? YesNo [Previous](/api-reference/articles/delete-article)[#### Get Article (POST) Next](/api-reference/articles/get-article-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
+      },
+      {
+        "id": "ART-17231_KNOWLEDGE_NODE-42",
+        "title": "Supported DevRev object types | DevRev | Docs",
+        "text": "charset=utf-8` | - | - | | `text/plain` | - | - | | `text/xml; charset=utf-8` | - | - | **scope** | Value | Name | Description | | --- | --- | --- | | `1` | internal | - | | `2` | external | - | **status** | Value | Name | Description | | --- | --- | --- | | `archived` | archived | - | | `draft` | draft | - | | `published` | published | - | | `review_needed` | review\\\\_needed | - | **type** | Value | Name | Description | | --- | --- | --- | | `article` | article |"
+      },
+      {
+        "id": "ART-1308_KNOWLEDGE_NODE-31",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "Required Show 3 properties title string Required Name of the article. access_level enum Optional Allowed values: external internal private public restricted article_type \"article\" or \"content_block\" Optional Allowed values: article content_block Type of the article. authored_by list of strings Optional The authors of the article. custom_fields map from strings to any Optional Application-defined custom fields. custom_schema_spec object Optional Requested custom schemas described"
+      },
+      {
+        "id": "ART-1592_KNOWLEDGE_NODE-26",
+        "title": "Update \u2014 DevRev | Docs",
+        "text": "object. applies_to_parts list of strings Required The parts that the article applies to. owned_by list of strings Required The users that own the article. resource object Required Show 3 properties title string Required Name of the article. access_level enum Optional Allowed values: external internal private public restricted article_type \"article\" or \"content_block\" Optional Allowed values: article content_block Type of the article. authored_by list of strings Optional The"
+      }
+    ]
+  },
+  {
+    "query_id": "5ba078dd-a7f8-4793-a41d-5ed9db2f8f22",
+    "query": "change Stage state in stage library",
+    "retrievals": [
+      {
+        "id": "ART-15347_KNOWLEDGE_NODE-4",
+        "title": "Update Stage Diagram | DevRev | Docs",
+        "text": "\"display_name\": \"string\", | | 50 | \"display_picture\": { | | 51 | \"display_id\": \"string\", | | 52 | \"id\": \"string\", | | 53 | \"file\": { | | 54 | \"type\": \"string\", | | 55 | \"name\": \"string\", | | 56 | \"size\": 1 | | 57 | } | | 58 | }, | | 59 | \"email\": \"string\", | | 60 | \"full_name\": \"string\", | | 61 | \"state\": \"active\" | | 62 | }, | | 63 | \"modified_date\": \"2023-01-01T12:00:00.000Z\", | | 64 | \"name\": \"string\" | | 65 | } | | 66 | } | ``` Updates a stage diagram. ###"
+      },
+      {
+        "id": "ART-1784_KNOWLEDGE_NODE-232",
+        "title": "Locate Post \u2014 DevRev | Docs",
+        "text": "stages.custom.update Updates a custom stage. Request. This endpoint expects an object. id string Required The ID of the custom stage to update. name string Optional The updated name of the custom stage. ordinal integer Optional The ordinal of the custom stage. state_id string Optional The state ID. Response. This endpoint returns an object. custom_stage object Show 9 properties API Reference customization Custom States Create. POST https:// api.devrev.ai /"
+      },
+      {
+        "id": "ART-1806_KNOWLEDGE_NODE-238",
+        "title": "Self Post \u2014 DevRev | Docs",
+        "text": "stages.custom.update Updates a custom stage. Request. This endpoint expects an object. id string Required The ID of the custom stage to update. name string Optional The updated name of the custom stage. ordinal integer Optional The ordinal of the custom stage. state_id string Optional The state ID. Response. This endpoint returns an object. custom_stage object Show 9 properties API Reference customization Custom States Create. POST https:// api.devrev.ai /"
+      },
+      {
+        "id": "ART-1783_KNOWLEDGE_NODE-232",
+        "title": "Locate \u2014 DevRev | Docs",
+        "text": "stages.custom.update Updates a custom stage. Request. This endpoint expects an object. id string Required The ID of the custom stage to update. name string Optional The updated name of the custom stage. ordinal integer Optional The ordinal of the custom stage. state_id string Optional The state ID. Response. This endpoint returns an object. custom_stage object Show 9 properties API Reference customization Custom States Create. POST https:// api.devrev.ai /"
+      },
+      {
+        "id": "ART-1802_KNOWLEDGE_NODE-238",
+        "title": "Get Post \u2014 DevRev | Docs",
+        "text": "stages.custom.update Updates a custom stage. Request. This endpoint expects an object. id string Required The ID of the custom stage to update. name string Optional The updated name of the custom stage. ordinal integer Optional The ordinal of the custom stage. state_id string Optional The state ID. Response. This endpoint returns an object. custom_stage object Show 9 properties API Reference customization Custom States Create. POST https:// api.devrev.ai /"
+      },
+      {
+        "id": "ART-1790_KNOWLEDGE_NODE-233",
+        "title": "List Post \u2014 DevRev | Docs",
+        "text": "stages.custom.update Updates a custom stage. Request. This endpoint expects an object. id string Required The ID of the custom stage to update. name string Optional The updated name of the custom stage. ordinal integer Optional The ordinal of the custom stage. state_id string Optional The state ID. Response. This endpoint returns an object. custom_stage object Show 9 properties API Reference customization Custom States Create. POST https:// api.devrev.ai /"
+      },
+      {
+        "id": "ART-1804_KNOWLEDGE_NODE-238",
+        "title": "Self \u2014 DevRev | Docs",
+        "text": "stages.custom.update Updates a custom stage. Request. This endpoint expects an object. id string Required The ID of the custom stage to update. name string Optional The updated name of the custom stage. ordinal integer Optional The ordinal of the custom stage. state_id string Optional The state ID. Response. This endpoint returns an object. custom_stage object Show 9 properties API Reference customization Custom States Create. POST https:// api.devrev.ai /"
+      },
+      {
+        "id": "ART-1779_KNOWLEDGE_NODE-234",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "stages.custom.update Updates a custom stage. Request. This endpoint expects an object. id string Required The ID of the custom stage to update. name string Optional The updated name of the custom stage. ordinal integer Optional The ordinal of the custom stage. state_id string Optional The state ID. Response. This endpoint returns an object. custom_stage object Show 9 properties API Reference customization Custom States Create. POST https:// api.devrev.ai /"
+      },
+      {
+        "id": "ART-1304_KNOWLEDGE_NODE-237",
+        "title": "Get \u2014 DevRev | Docs",
+        "text": "stages.custom.update Updates a custom stage. Request. This endpoint expects an object. id string Required The ID of the custom stage to update. name string Optional The updated name of the custom stage. ordinal integer Optional The ordinal of the custom stage. state_id string Optional The state ID. Response. This endpoint returns an object. custom_stage object Show 9 properties API Reference customization Custom States Create. POST https:// api.devrev.ai /"
+      },
+      {
+        "id": "ART-15429_KNOWLEDGE_NODE-4",
+        "title": "Transition Org Schedule Fragments | DevRev | Docs",
+        "text": "\"full_name\": \"string\", | | 43 | \"state\": \"active\" | | 44 | }, | | 45 | \"modified_date\": \"2023-01-01T12:00:00.000Z\", | | 46 | \"name\": \"string\", | | 47 | \"region_codes\": [ | | 48 | \"string\" | | 49 | ], | | 50 | \"to\": \"2023-01-01T12:00:00.000Z\" | | 51 | } | | 52 | } | ``` Changes stage of an organization schedule fragment. ### Headers AuthorizationstringRequired Bearer authentication of the form `Bearer <token>`, where token is your auth token. ### Request This"
+      }
+    ]
+  },
+  {
+    "query_id": "d19ed0b4-ecf0-4ac7-b4d3-23c16b1a1d34",
+    "query": "Google Calendar Snap-in connection setup authentication issue",
+    "retrievals": [
+      {
+        "id": "ART-16804_KNOWLEDGE_NODE-27",
+        "title": "Google Calendar AirSync | Integrate | Snap-ins | DevRev",
+        "text": "already exists, you can reuse it; otherwise, click **Add Connection**. In the connection modal, click **Sign in with snap-in** (with the Google Calendar icon), enter a connection name, and proceed to **authorize via your Google account using OAuth**. Provide the necessary permissions and click **Continue** to complete the setup. 5. Once the connection is established, select the calendars you want to import and specify the DevRev part that should be used for any"
+      },
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-26",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "section within your DevRev workspace settings. 2. Click **Explore Marketplace**. 3. Search for **Google Calendar** and click **Install** next to the Google Calendar snap-in. 4. In DevRev app, setup the connection in **Settings** > **Snap-ins** > **Connections** on top. * Search and choose an existing connection or create a new one by clicking **+ Connection**. * Select **Google Calendar** from the dowpdown list. * Give it a name and sign in with Google Calendar. Ensure to"
+      },
+      {
+        "id": "ART-1491_KNOWLEDGE_NODE-1",
+        "title": "Keyrings \u2014 DevRev | Docs",
+        "text": "information, refer to Keyrings in the snap-in manifest. They can be categorized into two main types: Default keyrings. : Organization scoped keyrings. : These are secrets used by the entire organization, for example, a Slack token for a workspace. User scoped keyrings. : These are secrets for a single user, for example, the token to interact with a single person\\xe2\\x80\\x99s Google Calendar. During installation, the user will be prompted to provide credentials for each keyring. 1"
+      },
+      {
+        "id": "ART-1283_KNOWLEDGE_NODE-1",
+        "title": "Keyrings \u2014 DevRev | Docs",
+        "text": "information, refer to Keyrings in the snap-in manifest. They can be categorized into two main types: Default keyrings. : Organization scoped keyrings. : These are secrets used by the entire organization, for example, a Slack token for a workspace. User scoped keyrings. : These are secrets for a single user, for example, the token to interact with a single person\\xe2\\x80\\x99s Google Calendar. During installation, the user will be prompted to provide credentials for each keyring. 1"
+      },
+      {
+        "id": "ART-16804_KNOWLEDGE_NODE-26",
+        "title": "Google Calendar AirSync | Integrate | Snap-ins | DevRev",
+        "text": "Identities | \\xe2\\x9c\\x85 | | Meetings | Meetings | \\xe2\\x9c\\x85 | Import Google Calendar ---------------------- Follow the steps below to import from Google Calendar: 1. Go to the **Marketplace** and search for **Google Calendar** in the **Import** category, and install. 2. Go to the **Import** section in your settings left nav. 3. Click **+Import** and select the Google Calendar logo. 4. In the **Select Connection** dropdown, choose **Google Calendar**. If a connection"
+      },
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-28",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev",
+        "text": "In the top-right corner, select **+ Connection**, choose Google, and enter your connection name and domain name. 3. Toggle on **Make public** to make the connection public for your organization and click **Next**. 4. Click **Sign in with Google** and add your organization\\xe2\\x80\\x99s Gmail account. If you are already logged in using a different Gmail account select **Use another account** and continue. If you are using Google Groups then use the same Gmail account which has permission"
+      },
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-27",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev",
+        "text": "toggle on **Make public** to make the connection public for your organization. #### Organization calendar sync 1. Update the snap-in configurations as needed. * **Internal Domains**: List of internal domains to be considered as internal users. * **Calendar ID**: ID of Google calendar to be synced to DevRev. The default is primary. * **Exclude Matching Events**: Excludes event if their title starts or ends with the specified string. Default is -. * **Skip Events With"
+      },
+      {
+        "id": "ART-16804_KNOWLEDGE_NODE-29",
+        "title": "Google Calendar AirSync | Integrate | Snap-ins | DevRev",
+        "text": "the imported account: * **Sync to DevRev** This option synchronizes new or updated calendar events into DevRev since the last import. * **View Report** Access detailed information about the initial import and subsequent syncs. * **Delete Import** Remove the import and all associated calendar data from DevRev. * **Edit Connection** Update the connection credentials for subsequent syncs. ### Sync to DevRev After a successful import from Google Calendar, you can"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-40",
+        "title": "External identity provider setup | Computer by DevRev | DevRev",
+        "text": "\\'Authorization: Bearer <your PAT>\\' ``` ``` Look for the Google OAuth connection in the response and note its id field. Disable Google authentication: ``` ``` 1 curl --location --request POST \\'https://api.devrev.ai/dev-orgs.auth-connections.toggle\\' \\\\ 2 --header \\'Authorization: Bearer <your PAT>\\' \\\\ 3 --header \\'Content-Type: application/json\\' \\\\ 4 --data-raw \\'{ 5 \"id\": \"<GOOGLE_OAUTH_CONNECTION_ID>\", 6 \"toggle\": \"disable\" 7"
+      },
+      {
+        "id": "ART-2025_KNOWLEDGE_NODE-26",
+        "title": "Calendly | Integrate | Snap-ins | DevRev",
+        "text": "**Explore Marketplace**. 3. Search for **Calendly** and click **Install** next to the Calendly snap-in. 4. In DevRev app, setup the connection in **Settings** > **Snap-ins** > **Connections** on top. * Search and choose an existing connection or create a new one by clicking **+ Connection**. * Select **Snap-In Secret** from the dowpdown list. * Give it a name and paste your Calendly personal access token in the **Secret** field. Toggle on **Make public** if you want to make the"
+      }
+    ]
+  },
+  {
+    "query_id": "b12c9aeb-8e20-445c-86d6-81a2106f5625",
+    "query": "create custom link type using API between custom object Messaging and ticket",
+    "retrievals": [
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-9",
+        "title": "Links | DevRev | Docs",
+        "text": "--location \\'https://api.devrev.ai/links.create\\' \\\\ | | > | --header \\'Content-Type: application/json\\' \\\\ | | > | --header \\'Authorization: Bearer <TOKEN>\\' \\\\ | | > | --data \\'{ | | > | \"custom_link_type\": \"don:core:dvrv-us-1:devo/demo:custom_link_type/1\", | | > | \"link_type\": \"custom_link\", | | > | \"source\": \"don:core:dvrv-us-1:devo/demo:ticket/1\", | | > | \"target\": \"don:core:dvrv-us-1:devo/demo:custom_object/campaign/1\" | | > | }\\' | ``` ##### When creating a link: * Set"
+      },
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-6",
+        "title": "Links | DevRev | Docs",
+        "text": "you want to establish a parent-child relationship between tickets and a custom object type called \\xe2\\x80\\x9cCampaign\\xe2\\x80\\x9d. This relationship helps track which tickets are assigned to which campaigns. To create this relationship, make an API call to create a link type: ``` | | | | --- | --- | | $ | curl --location \\'https://api.devrev.ai/link-types.custom.create\\' \\\\ | | > | --header \\'Content-Type: application/json\\' \\\\ | | > | --header \\'Authorization: Bearer <TOKEN>\\'"
+      },
+      {
+        "id": "ART-2139_KNOWLEDGE_NODE-1",
+        "title": "Create Link Types Custom | DevRev | Docs",
+        "text": "https://api.devrev.ai/link-types.custom.create \\\\ | | > | -H \"Authorization: Bearer <token>\" \\\\ | | > | -H \"Content-Type: application/json\" \\\\ | | > | -d \\'{ | | > | \"backward_name\": \"string\", | | > | \"forward_name\": \"string\", | | > | \"name\": \"string\", | | > | \"source_types\": [ | | > | {} | | > | ], | | > | \"target_types\": [ | | > | {} | | > | ] | | > | }\\' | ``` [Try it](/beta/api-reference/customization/custom-link-type-create?explorer=true) 201Created ``` | | | |"
+      },
+      {
+        "id": "ART-1651_KNOWLEDGE_NODE-194",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / link-types.custom.create Creates a custom link type. Request. This endpoint expects an object. backward_name string Required The name of the link in the backward direction. forward_name string Required The name of the link in the forward direction. name string Required The name of the custom link type. source_types list of maps from strings to any Required Types from which the link can be made from. target_types list of maps from strings to any Required Types to"
+      },
+      {
+        "id": "ART-1822_KNOWLEDGE_NODE-194",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / link-types.custom.create Creates a custom link type. Request. This endpoint expects an object. backward_name string Required The name of the link in the backward direction. forward_name string Required The name of the link in the forward direction. name string Required The name of the custom link type. source_types list of maps from strings to any Required Types from which the link can be made from. target_types list of maps from strings to any Required Types to"
+      },
+      {
+        "id": "ART-1605_KNOWLEDGE_NODE-194",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / link-types.custom.create Creates a custom link type. Request. This endpoint expects an object. backward_name string Required The name of the link in the backward direction. forward_name string Required The name of the link in the forward direction. name string Required The name of the custom link type. source_types list of maps from strings to any Required Types from which the link can be made from. target_types list of maps from strings to any Required Types to"
+      },
+      {
+        "id": "ART-1832_KNOWLEDGE_NODE-194",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / link-types.custom.create Creates a custom link type. Request. This endpoint expects an object. backward_name string Required The name of the link in the backward direction. forward_name string Required The name of the link in the forward direction. name string Required The name of the custom link type. source_types list of maps from strings to any Required Types from which the link can be made from. target_types list of maps from strings to any Required Types to"
+      },
+      {
+        "id": "ART-1649_KNOWLEDGE_NODE-194",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / link-types.custom.create Creates a custom link type. Request. This endpoint expects an object. backward_name string Required The name of the link in the backward direction. forward_name string Required The name of the link in the forward direction. name string Required The name of the custom link type. source_types list of maps from strings to any Required Types from which the link can be made from. target_types list of maps from strings to any Required Types to"
+      },
+      {
+        "id": "ART-1591_KNOWLEDGE_NODE-194",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / link-types.custom.create Creates a custom link type. Request. This endpoint expects an object. backward_name string Required The name of the link in the backward direction. forward_name string Required The name of the link in the forward direction. name string Required The name of the custom link type. source_types list of maps from strings to any Required Types from which the link can be made from. target_types list of maps from strings to any Required Types to"
+      },
+      {
+        "id": "ART-1607_KNOWLEDGE_NODE-194",
+        "title": "Get Post \u2014 DevRev | Docs",
+        "text": "api.devrev.ai / link-types.custom.create Creates a custom link type. Request. This endpoint expects an object. backward_name string Required The name of the link in the backward direction. forward_name string Required The name of the link in the forward direction. name string Required The name of the custom link type. source_types list of maps from strings to any Required Types from which the link can be made from. target_types list of maps from strings to any Required Types to"
+      }
+    ]
+  },
+  {
+    "query_id": "20faf5a6-ef05-4cbd-9521-445da7a7fb32",
+    "query": "where can I view my articles in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-1980_KNOWLEDGE_NODE-29",
+        "title": "Knowledge Base | Computer for Support Teams | DevRev",
+        "text": "by customers through the Plug widget and customer portal. In the Plug widget, articles are available in two places: the search bar and the Help section. **Search bar** ![]() **Help section** ![]() Users can also view articles grouped into collections by visiting your help center hosted on your website. The visibility of collections and articles depends on the **Visible to** settings configured. [### Articles](/docs/product/articles)[###"
+      },
+      {
+        "id": "ART-1566_KNOWLEDGE_NODE-33",
+        "title": "Transition (Beta) \u2014 DevRev | Docs",
+        "text": "Reference articles List Articles. GET https://api.devrev.ai / articles.list Lists a collection of articles. Query parameters. applies_to_parts string Optional Filters for articles belonging to any of the provided parts. article_type \"article\" or \"content_block\" Optional Filter for the type of articles. If this is not provided, then articles that are not content blocks are returned. Allowed values: article content_block authored_by string Optional Filters for articles"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-36",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "base** > **Articles** and click **+Articles**. From there, you can either add a link to your article or upload articles directly from your device. Once you have added the articles, you can specify their status as either *Draft* or *Published*. Once the articles are published, your customers are able to search for them on the customer portal by entering their queries in the search bar. To know more, refer to [articles](./articles) Customize the customer"
+      },
+      {
+        "id": "ART-4068_KNOWLEDGE_NODE-1",
+        "title": "List Articles \u2014 DevRev | Docs",
+        "text": "__ [Pricing](https://devrev.ai/pricing) [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) [API Reference](/public/api-reference/getting-started)[Articles](/public/api-reference/articles/create-article) # List Articles GET https://api.devrev.ai/articles.list Try it Lists a collection of articles. ### Query parameters applies_to_partslist of stringsOptional Filters for articles belonging to any of the provided"
+      },
+      {
+        "id": "ART-1545_KNOWLEDGE_NODE-33",
+        "title": "Create (Beta) \u2014 DevRev | Docs",
+        "text": "Reference articles List Articles. GET https://api.devrev.ai / articles.list Lists a collection of articles. Query parameters. applies_to_parts string Optional Filters for articles belonging to any of the provided parts. article_type \"article\" or \"content_block\" Optional Filter for the type of articles. If this is not provided, then articles that are not content blocks are returned. Allowed values: article content_block authored_by string Optional Filters for articles"
+      },
+      {
+        "id": "ART-1562_KNOWLEDGE_NODE-33",
+        "title": "Get (Beta) \u2014 DevRev | Docs",
+        "text": "Reference articles List Articles. GET https://api.devrev.ai / articles.list Lists a collection of articles. Query parameters. applies_to_parts string Optional Filters for articles belonging to any of the provided parts. article_type \"article\" or \"content_block\" Optional Filter for the type of articles. If this is not provided, then articles that are not content blocks are returned. Allowed values: article content_block authored_by string Optional Filters for articles"
+      },
+      {
+        "id": "ART-1551_KNOWLEDGE_NODE-33",
+        "title": "Update (Beta) \u2014 DevRev | Docs",
+        "text": "Reference articles List Articles. GET https://api.devrev.ai / articles.list Lists a collection of articles. Query parameters. applies_to_parts string Optional Filters for articles belonging to any of the provided parts. article_type \"article\" or \"content_block\" Optional Filter for the type of articles. If this is not provided, then articles that are not content blocks are returned. Allowed values: article content_block authored_by string Optional Filters for articles"
+      },
+      {
+        "id": "ART-1547_KNOWLEDGE_NODE-33",
+        "title": "Get Post (Beta) \u2014 DevRev | Docs",
+        "text": "Reference articles List Articles. GET https://api.devrev.ai / articles.list Lists a collection of articles. Query parameters. applies_to_parts string Optional Filters for articles belonging to any of the provided parts. article_type \"article\" or \"content_block\" Optional Filter for the type of articles. If this is not provided, then articles that are not content blocks are returned. Allowed values: article content_block authored_by string Optional Filters for articles"
+      },
+      {
+        "id": "ART-4068_KNOWLEDGE_NODE-0",
+        "title": "List Articles \u2014 DevRev | Docs",
+        "text": "b'[](/public/api-reference/articles/list-articles) Public [](https://devrev.ai) * Product * Platform * Solutions * Marketplace * Company * Resources * [Pricing](https://devrev.ai/pricing) __ [Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo) [](https://devrev.ai) __ Product __ Platform __ Solutions __ Marketplace __ Company __ Resources"
+      },
+      {
+        "id": "ART-1784_KNOWLEDGE_NODE-31",
+        "title": "Locate Post \u2014 DevRev | Docs",
+        "text": "article. Response. This endpoint returns an object. article object Show 19 properties API Reference articles List Articles. GET https:// api.devrev.ai / articles.list Lists a collection of articles. Query parameters. applies_to_parts string Optional Filters for articles belonging to any of the provided parts. article_type \"article\" or \"content_block\" Optional Filter for the type of articles. If this is not provided, then articles that are not content blocks are"
+      }
+    ]
+  },
+  {
+    "query_id": "1c5b7688-c7be-4bd9-a540-4eaf83e80670",
+    "query": "Next Best Action recommendations based on case context and history",
+    "retrievals": [
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-25",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "complete solutions at first contact. For complex cases, they provide human specialists with AI-recommended actions based on similar historical tickets. The platform\\xe2\\x80\\x99s session replay feature offers visual context of user problems without relying on vague descriptions. This unified approach eliminates time wasted switching between disconnected tools, allowing support teams to focus on complex problem-solving while the AI powered agents handle routine diagnostics and"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-43",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "business scenarios: * **Simple reflex agents** operate on straightforward condition-action rules without considering past experiences. For example, a basic customer inquiry routing system that assigns tickets based on predefined keywords falls into this category. * **Model-based reflex agents** incorporate an internal model of the world, tracking the environment\\xe2\\x80\\x99s current state. A sales automation tool that considers past customer interactions when determining the next best"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-32",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "satisfaction and loyalty. Organizations deploying such agentic artificial intelligence systems consistently see improved [customer retention metrics](/blog/customer-retention-rate). In retail, AI agents remember preferences and anticipate needs. In healthcare, they customize care recommendations based on patient history. ### Informed decision-making Autonomous agents process vast data streams in real time, providing actionable insights for smarter decisions. By detecting patterns and"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-25",
+        "title": "Support best practices | Computer for Support Teams | DevRev",
+        "text": "practices ====================== Configure the DevRev app ------------------------ * Install and configure the support convergence, auto-response, and article suggestion [snap-ins](/marketplace) so that customer conversations are acknowledged automatically. * Ensure that every customer org record in DevRev contains the following: + Pain points and primary use cases + Success plan for the account + Meeting notes and meeting recordings + Next steps and action items * Define"
+      },
+      {
+        "id": "ART-1996_KNOWLEDGE_NODE-25",
+        "title": "Roadmap | Computer for Builders | DevRev",
+        "text": "to finish. * Track customer requests through tickets, opportunities, and potential revenue which are linked to each enhancement that evaluates the total customer impact. Prioritize enhancements based on customer impact, evaluation of tickets, and issues in *Next*, gaining insights into customer needs, and estimating the required work. * Follow up with ideas for enhancements that are prioritized next in **Later**. You can change the stage from *Ideation* to *Prioritized* when it's ready to be"
+      },
+      {
+        "id": "ART-2011_KNOWLEDGE_NODE-29",
+        "title": "CSAT on ticket | Automate | Snap-ins | DevRev",
+        "text": "If Else | | Condition | When: Ticket Updated / Output > Stage > Name (Make sure that the stage name is in snake case.) | | Action | Update Ticket | | ID | Ticket Updated > Output > Id | | List of Integrations | CSAT | | Integrations | App CSAT Send Survey > Yes | 1. Click **Save** > **Next** and deploy the snap-in. [PreviousCSAT on conversation](/docs/automations/csat-conv)[NextCSV work item uploader](/docs/automations/csv-work-item-uploader) #### On this page *"
+      },
+      {
+        "id": "ART-970_KNOWLEDGE_NODE-86",
+        "title": "The Story",
+        "text": "terms, what the spouse will say, etc. When you purchase a product, you consider the need, cost, runway, future needs, etc. Now, say you want to prioritize which work you should focus on and deliver in the next sprint. You\\xe2\\x80\\x99d need information about other items in-flight, staff workload, customer impact of items, dependent opportunities, and a lot of additional data. With DevRev, we have the full context and can use that to feed into the models. With the other point systems,"
+      },
+      {
+        "id": "ART-16264_KNOWLEDGE_NODE-26",
+        "title": "June 2025 | Changelog | DevRev",
+        "text": "experience by leveraging user and object context to improve ranking accuracy. This involved creating datasets, building evaluation tools, and integrating contextual signals into the reranking process for more relevant search results. **New feature**: * **Contextual signals in reranking**: Incorporated user-object relationships such as **Modified By** and **Created By**, along with object recency scores. ![]()\\xc2\\xa0For more information about *Knowledge Graph*, refer to the following"
+      },
+      {
+        "id": "ART-2009_KNOWLEDGE_NODE-28",
+        "title": "Convergence | Automate | Snap-ins | DevRev",
+        "text": "ticket's stage when linked issue is linked or unlinked. * Close pending tickets if they have remained in the *Awaiting customer response* stage for longer than x days. * Update ticket's stage to waiting on user when user reverts on new conversation. * Update ticket's stage to *Accepted* and notify owner and customers when an enhancement in ideation stage is linked. * Update a spam conversation's stage to *Suspended*. * Update a spam ticket's stage to"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-45",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "reach, cost, conversion potential, and brand alignment when making recommendations. * **Learning agents** continuously improve through feedback and experience, adapting to new situations. Customer service AI powered agents that refine their responses based on resolution success rates demonstrate learning capabilities. ## Implementation & adoption of agentic AI Successful agentic AI implementation follows a structured approach including needs assessment, platform selection, phased"
+      }
+    ]
+  },
+  {
+    "query_id": "f7f17717-1b4b-40c4-be08-730ba25da4c8",
+    "query": "Pro license pricing cost subscription plan",
+    "retrievals": [
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-4",
+        "title": "DevRev Pricing - for the PLuG on the website",
+        "text": "based on requirements DevRev Build Pricing For detailed pricing and to get started: \\xc2\\xa0 https://devrev.ai/pricing/build What are the Build pricing plans? Starter : $9.99 per user/month Pro : $24.99 per user/month Ultimate : Custom pricing (contact sales) What\\'s included in Build Starter ($9.99/month)? AI agents, assistants, and issue tracking Sprint management Roadmapping and dependency tracking Ready-to-go reporting and analytics 45-day free trial What\\'s"
+      },
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-2",
+        "title": "DevRev Pricing - for the PLuG on the website",
+        "text": "discount. Contact\\xc2\\xa0 support@devrev.ai \\xc2\\xa0to discuss annual pricing. DevRev Support Pricing For detailed pricing and to get started: \\xc2\\xa0 https://devrev.ai/pricing/support What are the Support pricing plans? Starter : $19.99 per user/month (up to 10 users) Pro : $59.99 per user/month Ultimate : Custom pricing (contact sales) What\\'s included in Support Starter ($19.99/month)? AI agents, assistants, and deflection Modern omnichannel ticketing platform Data"
+      },
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-3",
+        "title": "DevRev Pricing - for the PLuG on the website",
+        "text": "migration and integrations Ready-to-go reporting and analytics 45-day free trial What\\'s included in Support Pro ($59.99/month)? Everything in Starter Advanced reporting & analytics Custom SLA and routing policies Customizable object and data types 45-day free trial What\\'s included in Support Ultimate? Everything in Pro Full object model customization and unlimited integrations Enterprise-grade security, compliance, controls, and policies Custom pricing"
+      },
+      {
+        "id": "ART-962_KNOWLEDGE_NODE-2",
+        "title": "DevRev Pricing",
+        "text": "offer). 24/5 customer support. Pricing: Platform license at $24.99 per MAU, support license at $34.99 per MAU. Ultimate: Tailored for complex organizations with strict requirements. All features from Pro, plus: Audit logging. Enhanced storage and retention. SLA-driven support response times. Advanced object, subtype, and attribute customization. Multi-region high availability. Live read replica sandboxes. Custom pricing based on specific needs. 2."
+      },
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-5",
+        "title": "DevRev Pricing - for the PLuG on the website",
+        "text": "included in Build Pro ($24.99/month)? Everything in Starter Customizable issue management Advanced reporting & analytics 45-day free trial What\\'s included in Build Ultimate? Everything in Pro Full object model customization and unlimited integrations Enterprise-grade security, compliance, controls, and policies DevRev PLuG Pricing For detailed pricing and to get started: \\xc2\\xa0 https://devrev.ai/pricing/plug What are the PLuG pricing options? Free : AI-powered"
+      },
+      {
+        "id": "ART-962_KNOWLEDGE_NODE-0",
+        "title": "DevRev Pricing",
+        "text": "b'1. Core Pricing Plans: Starter: Ideal for small teams (up to 15 users) navigating product-market fit. Limited Time Offer: $1,000 credits. Platform License: $9.99 per monthly active user (MAU). Support License: $9.99 per MAU. Features: Unlimited viewers at no extra charge. Converge Issue and Ticket Management. Map your product features with Parts and Trails Customize your data and insights with Vistas. Customer and user management. Live chat and deflection"
+      },
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-13",
+        "title": "DevRev Pricing - for the PLuG on the website",
+        "text": "tier or contact sales for custom arrangements. Is there an enterprise discount for annual payments? Yes, for Pro Plans and above, DevRev can invoice annually and offers discounts. Contact\\xc2\\xa0 support@devrev.ai \\xc2\\xa0to discuss annual pricing options.'"
+      },
+      {
+        "id": "ART-962_KNOWLEDGE_NODE-3",
+        "title": "DevRev Pricing",
+        "text": "Usage-Based Costs: On top of the core plans, DevRev charges for specific usage: User and Customer Management: $0.20 per user, per month. Conversations: $0.01 per anonymous user conversation, per month. $0.45 per verified user conversation, per month. Storage: $2.00 per extra GB of file storage, per month. $25.00 per extra GB of base storage, per month. 3. Additional Considerations: Authorization roles and profiles: $10.00 per MAU (optional add-on). Free tier:"
+      },
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-1",
+        "title": "DevRev Pricing - for the PLuG on the website",
+        "text": "Starter, Pro, and Ultimate. This ensures flexibility and scalability as your business needs evolve. Most plans are priced per user per month, while PLuG offers usage-based pricing options. Is there a free trial available? Yes, DevRev offers a\\xc2\\xa0 45-day free trial \\xc2\\xa0for both Build and Support paid plans (Starter and Pro tiers). What are my payment options? You can use your credit card to pay for any plan. If you sign up for a Pro Plan, DevRev can invoice you annually and offer a"
+      },
+      {
+        "id": "ART-15258_KNOWLEDGE_NODE-5",
+        "title": "DevRev - Website - FAQs",
+        "text": "users per product. While the $10K credits typically cover around 14 pro-level licenses based on current pricing, you\\xe2\\x80\\x99re free to use as many licenses based on your business needs. Q:-How do my credits get consumed throughout the year? A:- Credits are consumed monthly, primarily based on the number of licenses you provision and any custom integrations you request for. To make the most of your credits, we recommend starting with just the minimum number of licenses you need and"
+      }
+    ]
+  },
+  {
+    "query_id": "4097c810-fcbe-42a6-93bb-79a94adf0faa",
+    "query": "count tickets with customer CSAT review",
+    "retrievals": [
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-28",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "conversations against standalone tickets. * **Tickets linked to issues** The percentage of tickets linked to product issues. * **Active tickets by owner** The number of Open or In Progress tickets grouped by owner. * **Tickets created vs. closed** The trend of tickets created against those closed. Customer satisfaction (CSAT) ---------------------------- * **CSAT score distribution** A distribution of customer satisfaction scores on tickets. Time spent per"
+      },
+      {
+        "id": "ART-2011_KNOWLEDGE_NODE-24",
+        "title": "CSAT on ticket | Automate | Snap-ins | DevRev",
+        "text": "[Snap-ins](/docs/snapins) [Automate](/docs/automate) [CSAT on ticket](/docs/automations/csat-tickets) CSAT on ticket ============== [CSAT on ticket](/marketplace/csat_on_ticket_dwx7b2bp) offers a simplified approach to measure customer satisfaction level for the ticket resolved with the help of surveys which can be utilized to enhance the overall customer experience. This snap-in displays a customer satisfaction survey to customers after their ticket gets resolved. The questions can"
+      },
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-27",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "customer satisfaction score for tickets. * **Escalated tickets** The number of tickets that are escalated. Customer & product impact ------------------------- * **Active tickets by customer** The number of Open or In Progress tickets grouped by customer. * **Active tickets by part** The number of Open or In Progress tickets grouped by part. Ticket distribution ------------------- * **Tickets linked to conversations** The percentage of tickets linked from"
+      },
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-34",
+        "title": "Support queries related playbook",
+        "text": "DevRev provides dashboards for CSAT (Customer Satisfaction) scores: Click the Explore Section and search for the Ticket Insights or Ticket Team Performance Dashboard Navigate to find the CSAT widgets. You can filter by time, team, or agent to get detailed insights. This gives you a centralized view of customer feedback trends.3. Visualizing Data Using Dashboards and Widgets To create dashboards: Go to the Vista you are interested in visualizing Apply the necessary"
+      },
+      {
+        "id": "ART-1977_KNOWLEDGE_NODE-25",
+        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev",
+        "text": "Average CSAT rating for ticket Owners. * **SLA breaches by Customer tier** Number of Tickets with SLA breaches for ticket owners. * **Active Tickets** A distribution of tickets in Open and In Progress states and the respective owners. * **Closed Tickets** A distribution of tickets in Closed state and the respective owners. * **SLA breaches** Number of Tickets with SLA breaches for ticket owners. * **Tickets Escalated** Number of tickets that are escalated by"
+      },
+      {
+        "id": "ART-1003_KNOWLEDGE_NODE-21",
+        "title": "Understanding a Support Lead's Pain Points and KPIs",
+        "text": "SELECT (COUNT(cs.id) * 100) / (SELECT COUNT(*) FROM customer_surveys WHERE EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE)) AS CustomerSatisfactionScore FROM customer_surveys cs WHERE cs.satisfaction = 'satisfied' AND EXTRACT(@period FROM cs.created_at) = EXTRACT(@period FROM CURRENT_DATE); -- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'. Net Promoter Score (NPS) Definition A measure of customers\\xe2\\x80\\x99"
+      },
+      {
+        "id": "ART-1972_KNOWLEDGE_NODE-27",
+        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev",
+        "text": "by Channel** Number of tickets where SLA was breached for each source channel. * **SLA breaches by Subtype** Number of tickets where SLA was breached for each ticket subtype. * **SLA breaches by Owner** Number of Tickets with SLA breaches for ticket owners. * **Avg CSAT by SLA status** Average CSAT rating of tickets w.r.t. their SLA status and severity. * **Unassigned Tickets with SLA breaches per Customer** Number of Unassigned Tickets with SLA breaches for each"
+      },
+      {
+        "id": "ART-1004_KNOWLEDGE_NODE-9",
+        "title": "Understanding a Support Engineer's Pain Points and KPIs",
+        "text": "tickets WHERE EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE) GROUP BY engineer_id; -- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'. Individual Customer Satisfaction (CSAT) Score Definition A metric that gauges customer satisfaction with the support provided by a specific engineer, typically collected through surveys. Calculation (Number of satisfied responses for the engineer) / (Total number of"
+      },
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-10",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "- [Bulk delete data](/docs/automations/bulk-delete) - [Bulk work item uploader](/docs/automations/bulk-upload) - [Commands surface expander](/docs/automations/commands-surface-expander) - [Convergence](/docs/automations/converge) - [Conversation reminder](/docs/automations/conversation-reminder) - [CSAT on conversation](/docs/automations/csat-conv) - [CSAT on ticket](/docs/automations/csat-tickets) - [CSV work item"
+      },
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-26",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev",
+        "text": "resolve tickets. * **Tickets awaiting response** The number of active tickets awaiting response to customer. * **Unassigned tickets** The number of tickets not yet assigned to a support agent. * **Active blocker tickets** The number of tickets with severity Blocker that are in the Open or In Progress state. * **SLA compliance rate** The percentage of tickets where the SLA was met out of all tickets where the SLA was applied. * **Average CSAT score** The average"
+      }
+    ]
+  },
+  {
+    "query_id": "490c9edc-3bd6-40c6-9fc1-381ffa7f0dc0",
+    "query": "save filters in support portal",
+    "retrievals": [
+      {
+        "id": "ART-1949_KNOWLEDGE_NODE-26",
+        "title": "Vistas | Computer by DevRev | DevRev",
+        "text": "upper-right corner after you make a change. You can toggle on **Show groups** in **Group by** dropdown to open up a side panel showing the groups. ![]() ![]() You can also apply **Actions** > **Smart Clustering** if the number of tickets or issues is under 10,000. Clustering isn't available for conversations. 1. Click **Save as**. You can give the list a name, and description and save it which causes it to show up in the **My list** section at the bottom of the left-side nav"
+      },
+      {
+        "id": "ART-1949_KNOWLEDGE_NODE-25",
+        "title": "Vistas | Computer by DevRev | DevRev",
+        "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. \\xf0\\x9f\\x8e\\xa5 Video: Applying filters to Vistas Create a vista -------------- 1. Select the object you want to make a list of, for example, tickets. 2. Make a change to the default view of the object by applying a filter, sorting, grouping, or customizing. A **Save as** button appears in the"
+      },
+      {
+        "id": "ART-1952_KNOWLEDGE_NODE-35",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev",
+        "text": "well. ### Save Add measures, dimensions, and filters. Experiment with arranging them, preview your changes, and remember to **Save** your widget. This ensures the widget appears on the dashboard. ### Custom fields You can also create reports based on custom fields by creating them via Object Customization. You\\xe2\\x80\\x99ll be able to utilize these custom fields in report generation, as they can be used in measures, dimensions, and filters. ### Cross-entity"
+      },
+      {
+        "id": "ART-1551_KNOWLEDGE_NODE-519",
+        "title": "Update (Beta) \u2014 DevRev | Docs",
+        "text": "values: email plug slack twilio twilio_sms ticket.group string Optional Filters for tickets belonging to specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided"
+      },
+      {
+        "id": "ART-1822_KNOWLEDGE_NODE-447",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed values: breached completed paused running"
+      },
+      {
+        "id": "ART-1509_KNOWLEDGE_NODE-459",
+        "title": "Prepare \u2014 DevRev | Docs",
+        "text": "specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided"
+      },
+      {
+        "id": "ART-1649_KNOWLEDGE_NODE-467",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "string Optional Filters for work with any of the provided tags. ticket.channels enum Optional Filters for tickets with any of the provided channels. Allowed values: email plug slack twilio twilio_sms ticket.group string Optional Filters for tickets belonging to specific groups. ticket.is_spam boolean Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are"
+      },
+      {
+        "id": "ART-1639_KNOWLEDGE_NODE-444",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed values: breached completed paused running"
+      },
+      {
+        "id": "ART-1303_KNOWLEDGE_NODE-449",
+        "title": "Export Post \u2014 DevRev | Docs",
+        "text": "spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed values: breached completed paused running"
+      },
+      {
+        "id": "ART-1545_KNOWLEDGE_NODE-505",
+        "title": "Create (Beta) \u2014 DevRev | Docs",
+        "text": "Optional Filters for tickets that are spam. ticket.needs_response boolean Optional Filters for tickets that need response. ticket.rev_org string Optional Filters for tickets that are associated with any of the provided Rev organizations. ticket.severity enum Optional Filters for tickets with any of the provided severities. Allowed values: blocker high low medium ticket.sla_summary.stage enum Optional Filters for records with any of the provided SLA stages. Allowed"
+      }
+    ]
+  },
+  {
+    "query_id": "69e781a5-eec6-40f6-8525-607c3ce2fd31",
+    "query": "unable to convert conversation into ticket and can't fill customer information",
+    "retrievals": [
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-26",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "conversation metadata including: * Source channel * Customer account information * External members added as **reported by** on the ticket * An AI-generated ticket title and description based on customer messages. ### How to convert Conversations to Tickets **Manual Conversion** To manually convert a conversation to a ticket: 1. Open the conversation record pane view. 2. Click **Convert to Ticket** to initiate the conversion. **Automated Conversion"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-27",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "happens automatically: * The original conversation moves to *Archived* stage and cannot be reopened. * A new ticket is created with: + All internal discussions and customer messages copied from the conversation + Equivalent metadata as the conversation, including source channel, customer account information, and external members added as **reported by** on the ticket + An AI-generated ticket title and description based on customer messages Convert conversations to"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-28",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "tickets -------------------------------- **Manual conversion** Go to the conversation record pane and select **Convert to Ticket** to create a new ticket from the conversation. ![]() **Automated conversion via workflows** Set up automated [workflows](./workflow-engine) to convert conversations to tickets based on specific triggers: * When a conversation meets defined criteria * When the AI agent identifies an issue requiring escalation * According to custom business"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-31",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "AI-handled conversation reaches its capability limits and needs human expertise. * **Extended troubleshooting** : Issues requiring multiple steps or follow-ups over time. ## Key information * **Channel support** : Currently, the conversion feature is only available for PLuG and Slack conversations. Other channels still use the traditional **Link Ticket** functionality. * **CSAT surveys** : CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-26",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev",
+        "text": "functionality is replaced with a new **Convert to Ticket** feature. Currently, the conversion feature is available only for Plug and Slack conversations. Other channels still use the traditional **Link Ticket** functionality. Conversion cannot be undone. Once a conversation is converted to a ticket, this action is permanent and the conversation remains archived. Conversation conversion process ------------------------------- When you convert a conversation to a ticket, the following"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-25",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "is being replaced with a new **Convert to Ticket** feature. This change provides a more seamless transition from conversation to ticket management. ## How Conversation conversion works When you convert a conversation to a ticket, the following happens automatically: * The original conversation is moved to _Archived_ stage and cannot be reopened. * A new ticket is created with: * All internal discussions and customer messages copied from the conversation. * Preserved"
+      },
+      {
+        "id": "ART-12390_KNOWLEDGE_NODE-29",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev",
+        "text": "Ticket | Creates a new ticket in DevRev. | * Ticket details like title, body, applies\\\\_to\\\\_part, etc. * subtype: (Optional) Ticket subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields | Created ticket object | | Convert Conversation To Ticket | Converts a conversation to a ticket. | * conversation\\\\_id: ID of the conversation to convert | ticket\\\\_id: ID of the created ticket | Object retrieval ---------------- | Operation | Description | Input"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-63",
+        "title": "Tickets | Computer for Support Teams | DevRev",
+        "text": "support tickets on behalf of customers\\xe2\\x80\\x94without granting customers access to these tickets. This feature enables internal collaboration while keeping the ticket invisible to the customer until explicitly made external. Even if a ticket contains customer-related information (such as the customer workspace or the **Reported by** field), it remains inaccessible to the customer unless it is explicitly converted into an external ticket. The **Customer Messages** tab is unavailable for"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-24",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev",
+        "text": "[Support](/docs/product/support?) 4. [Conversations](/docs/product/conversation?) 5. [Convert Conversations to Tickets](/docs/product/Conversation-Tickets?) # Convert Conversations to Tickets You can now convert conversations from PLuG and Slack directly into tickets. Previously, conversations were only linked to tickets. This update streamlines workflows and enhances the customer experience. For conversations originating from PLuG or Slack, the **Link to Ticket** functionality"
+      },
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-7",
+        "title": "Support queries related playbook",
+        "text": "Tickets from Chat ConversationsYes, you can create a ticket from a conversation without leaving the chat. Some fields may be prefilled from the conversation. Details:\\xc2\\xa0[Conv \\xe2\\x86\\x92 Ticket Creation](https://devrev.ai/docs/product/conversation-ticket) 5. Viewing Ticket Activity to Avoid Duplicate Responses Currently, there\\xe2\\x80\\x99s no direct feature to see who is viewing a ticket in real time. But, we can see if someone is typing on a ticket. 6. Generating AI Summaries"
+      }
+    ]
+  },
+  {
+    "query_id": "36a2db4e-e3e0-449e-bbad-a5de52e5141c",
+    "query": "control email notifications for new conversation",
+    "retrievals": [
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-27",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "conversation, ensuring seamless and continuous communication. By default, notifications are sent from [notifications@devrev.ai](mailto:notifications@devrev.ai). However, this setting can be overridden to use the organization\\xe2\\x80\\x99s primary email address as the sender, or notifications can be turned off entirely. To configure the notifications setting, under [**Settings** > **Snap-ins** > **Email Integration**](https://app.devrev.ai/devrev/settings/snap-ins/email-with-tickets), go to"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-33",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "[no-reply@devrev.ai](mailto:no-reply@devrev.ai) * **Subject**: \"CSAT for TKT-XXX\" ![]() This email is only sent to organizations that have installed [CSAT snap-in](https://docs.devrev.ai/automations/csat-conv). Auto customer reply ------------------- * **Trigger**: A new conversation is initiated from a customer. * **Action**: An automated reply is sent. * **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com) * **Subject**: \"<customer email"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-31",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "stage of a ticket/conversation ---------------------------------------- * **Trigger**: When there\\'s a change of stage in a ticket or conversation. * **Action**: The system sends out a notification detailing the Ticket/Conversation number and stage change. * **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com) * **Subject**: + For ticket: \"[{Company\\\\_Name}] Update on TKT-XXX - Ticket Title\"\"<customer email subject>\" + For conversations:"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-28",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "**Configure** > **Notification Sender Email Address** and select the required option. Reply to the customer on a conversation --------------------------------------- * **Trigger**: When a reply is made to a customer on a conversation and they are not online anymore. * **Action**: The system sends out a notification to the customer with the recent messages while highlighting the latest message that triggered the email. * **Sender**: {Sender\\\\_Name}"
+      },
+      {
+        "id": "ART-2027_KNOWLEDGE_NODE-38",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "support agent perspective -------------------------------------------------- With DevRev\\xe2\\x80\\x99s email integration, support agents can seamlessly handle email conversations within the support interface\\xe2\\x80\\x94replying to customer messages, managing threads, and configuring personal email settings. Here's a breakdown of key tools and capabilities available to agents: ### Email notifications Agents can configure how and when they receive email notifications through **Settings >"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-30",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "linked to a conversation ------------------------------- * **Trigger**: A ticket is linked to an existing conversation. * **Action**: The system sends out a notification with the linked ticket number. * **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com) * **Subject**: \"<customer email subject from Conversation>\" ![]() This email is only sent to the organizations with [Convergence snap-in](https://docs.devrev.ai/automations/converge) Change of"
+      },
+      {
+        "id": "ART-2015_KNOWLEDGE_NODE-29",
+        "title": "Descope identity validation | Automate | Snap-ins | DevRev",
+        "text": "the user during OTP collection. * Customize the message that is shown to the user on successful verification of email. * You can trigger this either for all new conversations from an unverified user or when Computer is unable to deflect a conversation. + To activate the automation for every new conversation, toggle on **Send on Create**. + If you prefer the automation to only be triggered when Computer is unable to deflect a conversation, make"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-32",
+        "title": "Customer email notifications | Computer by DevRev | DevRev",
+        "text": "\\xe2\\x80\\x9cUpdate on your Conversation with {Company\\\\_Name}\" ![]() This email is only sent to organizations that have installed [Convergence snap-in](https://docs.devrev.ai/automations/converge). CSAT survey for conversation/ticket ----------------------------------- * **Trigger**: A CSAT survey is sent for a conversation or ticket. * **Action**: The system sends out a notification with the ticket/conversation number and CSAT form. * **Sender**: DevRev"
+      },
+      {
+        "id": "ART-2027_KNOWLEDGE_NODE-39",
+        "title": "Email | Integrate | Snap-ins | DevRev",
+        "text": "Notifications**. * 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. ### The email composer in Tickets Inside every ticket, under the **Customer Messages** tab, agents can access a fully featured email composer. This allows direct email communication with customers from within DevRev. Here\\xe2\\x80\\x99s what the email component supports: | Feature | Icon / Access Point |"
+      },
+      {
+        "id": "ART-1954_KNOWLEDGE_NODE-29",
+        "title": "Updates | Computer by DevRev | DevRev",
+        "text": "notifications. * Unread vs All: Toggle between **Unread** and **All** updates, with **Unread** as the default to achieve inbox zero. * Subscription management: Unsubscribe using the bell icon on hover if a specific record is no longer relevant. * Mark as read: Use the check mark icon on hover to mark notifications as read. * Filters: Filter notifications by record type (such as ticket or Issue), notification type (mentions, comments, assignments, etc.), or notified by (select from your"
+      }
+    ]
+  },
+  {
+    "query_id": "0356839f-87ec-43ff-9844-4c0e5e5ba032",
+    "query": "create mandatory field time log spent on a ticket",
+    "retrievals": [
+      {
+        "id": "ART-15688_KNOWLEDGE_NODE-29",
+        "title": "Effort logger | Automate | Snap-ins | DevRev",
+        "text": "system automatically validates: * Date format and range (within last 10 days to next 10 days) * Hours and minutes values * Prevents logging when both hours and minutes are zero 3. **Confirmation**: After successful validation, the effort is logged and a confirmation message appears in the timeline. Supported object types ---------------------- The Effort logger snap-in works with the following object types: * **Tickets**: Log effort against support tickets, bug reports,"
+      },
+      {
+        "id": "ART-15688_KNOWLEDGE_NODE-28",
+        "title": "Effort logger | Automate | Snap-ins | DevRev",
+        "text": "effort logs as custom objects with structured data How to use ---------- 1. **Access the command**: In the timeline of any ticket or conversation, type the following command: ``` ``` 1 /log_effort ``` ``` 1. **Enter effort details**: The snap-in prompts you to enter: * **Date**: The date when the effort was performed (MM/DD/YYYY format) * **Hours**: Number of hours worked (0 or positive number) * **Minutes**: Number of minutes worked (0-59) 2. **Validation**: The"
+      },
+      {
+        "id": "ART-2028_KNOWLEDGE_NODE-24",
+        "title": "Work duration | Automate | Snap-ins | DevRev",
+        "text": "[Snap-ins](/docs/snapins) [Automate](/docs/automate) [Work duration](/docs/automations/work-duration) Work duration ============= [Work duration](/marketplace/work-duration) offers the ability to track how much work issues and tickets took to complete, measured by time spent in work sessions. The snap-in adds a new attribute to tickets and issues which automatically calculates the work duration for that item. Work duration is meassured in time spent through work sessions. A work"
+      },
+      {
+        "id": "ART-15688_KNOWLEDGE_NODE-24",
+        "title": "Effort logger | Automate | Snap-ins | DevRev",
+        "text": "[Supported object types](#supported-object-types) 1. [Documentation](/docs) 3. [Snap-ins](/docs/snapins) [Automate](/docs/automate) [Effort logger](/docs/automations/effort-logger) Effort logger ============= The effort logger snap-in allows users to log effort against objects with comprehensive validation and custom schema management. It provides a seamless way for teams to track time spent on tickets, conversations, and other objects within"
+      },
+      {
+        "id": "ART-2021_KNOWLEDGE_NODE-24",
+        "title": "Ticket age in engineering | Automate | Snap-ins | DevRev",
+        "text": "[Documentation](/docs) 3. [Snap-ins](/docs/snapins) [Automate](/docs/automate) [Ticket age in engineering](/docs/automations/ticket-age-in-engineering) Ticket age in engineering ========================= [Ticket age in engineering](/marketplace/ticket-age-in-engineering) offers the ability to track how much time tickets spend on engineering, measured by ticket time spent on engineering stages. The snap-in adds a new attribute to tickets which automatically calculates the time"
+      },
+      {
+        "id": "ART-2021_KNOWLEDGE_NODE-26",
+        "title": "Ticket age in engineering | Automate | Snap-ins | DevRev",
+        "text": "Install the [Ticket age in engineering](/marketplace/ticket-age-in-engineering) from the DevRev marketplace. 2. Add all of the **stage names** that reflect that engineering work is planned or is being done for that ticket. The stages you specify are the ones that track time spent on engineering. The default values are the default DevRev engineering stages for tickets. 3. Select whether time spent on engineering should be displayed in hours or days. 4. Click **Install"
+      },
+      {
+        "id": "ART-12449_KNOWLEDGE_NODE-33",
+        "title": "Features \u2014 DevRev | Docs",
+        "text": "type=\"text\" placeholder=\"Enter Username\" name=\"username\" required class=\"devrev-unmask\"> ---|--- [/code] ### Timers The DevRev SDK offers a timer mechanism to measure the time spent on specific tasks, allowing you to track events such as response time, loading time, or any other duration-based metrics. The mechanism works using balanced start and stop methods that both accept a timer name and an optional dictionary of properties. To start a timer, use the following"
+      },
+      {
+        "id": "ART-2021_KNOWLEDGE_NODE-25",
+        "title": "Ticket age in engineering | Automate | Snap-ins | DevRev",
+        "text": "spent on engineering for that ticket. There can be multiple engineering sessions. An engineering session starts when a ticket moves from a non-engineering stage to an engineering stage and it ends when it moves from an engineering stage to a non-engineering stage. You should select which ticket stages reflect engineering work and if the time spent should be shown in hours or days. Installing the Ticket age in engineering snap-in ------------------------------------------------ 1."
+      },
+      {
+        "id": "ART-15688_KNOWLEDGE_NODE-26",
+        "title": "Effort logger | Automate | Snap-ins | DevRev",
+        "text": "set, the default is 365 days. ![]() Configure the appropriate roles and permissions to access and modify the custom effort log objects based on your organization's requirements. Features -------- * **Effort logging**: Log hours and minutes worked against objects * **Date validation**: Automatic date format validation with MM/DD/YYYY support * **Custom schema management**: Automatic creation and validation of custom schema fragments * **Timeline integration**: Create timeline"
+      },
+      {
+        "id": "ART-15510_KNOWLEDGE_NODE-18",
+        "title": "Features | DevRev | Docs",
+        "text": "unmasked: ``` | | | | --- | --- | | 1 | <input type=\"text\" placeholder=\"Enter Username\" name=\"username\" required class=\"devrev-unmask\"> | ``` ### Timers The DevRev SDK offers a timer mechanism to measure the time spent on specific tasks, allowing you to track events such as response time, loading time, or any other duration-based metrics. The mechanism utilizes balanced start and stop methods, both of which accept a timer name and an optional dictionary of"
+      }
+    ]
+  },
+  {
+    "query_id": "688b4c65-6882-4450-9a0a-ab28df4fd6e7",
+    "query": "Just-in-time (JIT) provisioning for dynamic access",
+    "retrievals": [
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-40",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "<yourcompany> portion is based on your company name. If you want to host your customer portal on a custom domain, please contact our support team. Just-in-time access to the customer portal ------------------------------------------ DevRev offers just-in-time (JIT) provisioning to streamline login processes by automatically handling user account management. * **Automatic account creation**: When a user logs in, the system verifies if the user exists as a contact within an account."
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-41",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "If no such contact is found, JIT provisioning automatically creates a user account, allowing immediate access to the portal. This means users can sign up and log in without manual contact creation within the app. * **Existing contacts without mapped accounts**: If a user is already a contact within the app but does not have a mapped account, they can still log in and create a ticket. In this scenario, the login is performed under the default workspace assigned to the contact. * **Account"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-47",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "articles](#integrating-your-knowledge-base-articles) * [Customize the customer portal](#customize-the-customer-portal) * [Customize portal URL](#customize-portal-url) * [Just-in-time access to the customer portal](#justintime-access-to-the-customer-portal) * [Troubleshooting](#troubleshooting) [Enterprise grade security to protect customer data Learn more about it. ![]()](/blog/soc-compliance) Computer * [Meet Computer](/meet-computer) * [How Computer"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-25",
+        "title": "Customer portal | Computer for Support Teams | DevRev",
+        "text": "articles](#integrating-your-knowledge-base-articles) * [Customize the customer portal](#customize-the-customer-portal) * [Customize portal URL](#customize-portal-url) * [Just-in-time access to the customer portal](#justintime-access-to-the-customer-portal) * [Troubleshooting](#troubleshooting) 1. [Documentation](/docs) 3. [Computer for Support Teams](/docs/product/support) [Customer portal](/docs/product/support-portal) Customer portal =============== The customer portal is an"
+      },
+      {
+        "id": "ART-1005_KNOWLEDGE_NODE-9",
+        "title": "Choosing the Right Systems For Your Startup",
+        "text": "meaning it was the authoritative source of truth for user information; this was a thing of beauty. In 3+ years I haven\\xe2\\x80\\x99t really had to touch this at all. When a user\\xe2\\x80\\x99s start date is approaching, we have a pre-start buffer we use to pull the employee into Okta (this also works for job changes). Within 5 days of starting, the user is provisioned into Okta and all of their other accounts are provisioned. The email set in BambooHR is used to specify the login to Okta and"
+      },
+      {
+        "id": "ART-1005_KNOWLEDGE_NODE-15",
+        "title": "Choosing the Right Systems For Your Startup",
+        "text": "really two core options: GitHub and GitLab, GitHub being the largest by a far cry even though GitLab has some cool features. With Github we could integrate natively into Okta for SSO and SCIM based user provisioning. As users are onboarded into Okta, and based upon their department (e.g. Engineering), it will automatically invite the users to our organization in GitHub. We then have IdP synchronization for groups which repo access is mapped to. So as users changes groups, their privileges"
+      },
+      {
+        "id": "ART-1005_KNOWLEDGE_NODE-8",
+        "title": "Choosing the Right Systems For Your Startup",
+        "text": "semblance for the past 20+ years, I was very familiar with its functionality and problems. We needed something that was flexible, scalable, and wasn\\xe2\\x80\\x99t built using 20+ year old constructs (Azure AD is still AD). What did we need? Automated integration with our HRIS for user provisioning during onboarding Ability to federate auth to a variety of different services across vendors Something I could set and forget We set up BambooHR to be our profile master for Okta,"
+      },
+      {
+        "id": "ART-1509_KNOWLEDGE_NODE-55",
+        "title": "Prepare \u2014 DevRev | Docs",
+        "text": "Optional Carries info corresponding to the Rev user to be provisioned and/or issue a Rev session token. Show 9 properties scope string Optional The requested set of scopes associated with the issued token. A space-delimited list of values in which the order of values does not matter. subject_token string Optional Represents the entity that requests the token. Not required when requesting an application access token (AAT). subject_token_type enum Optional The type of the subject"
+      },
+      {
+        "id": "ART-1305_KNOWLEDGE_NODE-60",
+        "title": "Get Post \u2014 DevRev | Docs",
+        "text": "info corresponding to the Rev user to be provisioned and/or issue a Rev session token. Show 9 properties scope string Optional The requested set of scopes associated with the issued token. A space-delimited list of values in which the order of values does not matter. subject_token string Optional Represents the entity that requests the token. Not required when requesting an application access token (AAT). subject_token_type enum Optional The type of the subject token. Show 9 enum"
+      },
+      {
+        "id": "ART-1785_KNOWLEDGE_NODE-53",
+        "title": "Create \u2014 DevRev | Docs",
+        "text": "\"urn:ietf:params:oauth:grant-type:token-exchange\" Optional Allowed values: urn:devrev:params:oauth:grant-type:token-issue urn:ietf:params:oauth:grant-type:token-exchange Specifies the process of obtaining a token. requested_token_type enum Optional The type of the requested token. Show 17 enum values rev_info object Optional Carries info corresponding to the Rev user to be provisioned and/or issue a Rev session token. Show 9 properties scope string Optional The requested set of scopes"
+      }
+    ]
+  },
+  {
+    "query_id": "c39f3527-19c2-4a64-be83-43b0e6a2ef0b",
+    "query": "Audit logging for all customer portal activities",
+    "retrievals": [
+      {
+        "id": "ART-2718_KNOWLEDGE_NODE-2",
+        "title": "Fetch Audit Logs | DevRev | Docs",
+        "text": "token. ### Request This endpoint expects an object. fromstringRequired`format: \"date-time\"` Time from which logs are to be retrieved. tostringRequired`format: \"date-time\"` Time till which logs are to be retrieved. categorieslist of stringsOptional Categories of the logs to filter by. operation\\\\_typeslist of enumsOptional Operation type to filter the logs by. Allowed values:createdeleteotherreadupdate ### Response Response for the audit logs export"
+      },
+      {
+        "id": "ART-2718_KNOWLEDGE_NODE-1",
+        "title": "Fetch Audit Logs | DevRev | Docs",
+        "text": "\"Authorization: Bearer <token>\" \\\\ | | > | -H \"Content-Type: application/json\" \\\\ | | > | -d \\'{ | | > | \"from\": \"2023-01-01T12:00:00.000Z\", | | > | \"to\": \"2023-01-01T12:00:00.000Z\" | | > | }\\' | ``` [Try it](/beta/api-reference/compliance/export-audit-logs?explorer=true) 200Successful ``` | | | | --- | --- | | 1 | {} | ``` Retrieves audit logs. ### Headers AuthorizationstringRequired Bearer authentication of the form `Bearer <token>`, where token is your auth"
+      },
+      {
+        "id": "ART-962_KNOWLEDGE_NODE-2",
+        "title": "DevRev Pricing",
+        "text": "offer). 24/5 customer support. Pricing: Platform license at $24.99 per MAU, support license at $34.99 per MAU. Ultimate: Tailored for complex organizations with strict requirements. All features from Pro, plus: Audit logging. Enhanced storage and retention. SLA-driven support response times. Advanced object, subtype, and attribute customization. Multi-region high availability. Live read replica sandboxes. Custom pricing based on specific needs. 2."
+      },
+      {
+        "id": "ART-888_KNOWLEDGE_NODE-7",
+        "title": "Privacy Policy",
+        "text": "DevRev App, to understand the users\\xe2\\x80\\x99 needs and to make our service better suited to those needs. Such usage data does not identify you personally.The application logs that are corresponding to the activities you do on app.devrev.ai as a logged-in user. These logs will be tracked against your corresponding DevRev identity for auditing and troubleshooting purposes.When you sign up or/ sign in to the app.devrev.ai from an external identity provider, we store a persistence reference to"
+      },
+      {
+        "id": "ART-2718_KNOWLEDGE_NODE-0",
+        "title": "Fetch Audit Logs | DevRev | Docs",
+        "text": "b'Fetch Audit Logs | DevRev | Docs [![]()![]()](https://developer.devrev.ai/) Beta Beta Beta Search `/` [API Reference](/beta/api-reference/accounts/create)[compliance](/beta/api-reference/compliance/export-audit-logs) Fetch Audit Logs ================ Beta Copy page POST https://api.devrev.ai/audit-logs.fetch POST /audit-logs.fetch cURL ``` | | | | --- | --- | | $ | curl -X POST https://api.devrev.ai/audit-logs.fetch \\\\ | | > | -H"
+      },
+      {
+        "id": "ART-16789_KNOWLEDGE_NODE-34",
+        "title": "Computer General FAQs",
+        "text": "controls, activity logging, and dedicated customer success management for enterprise customers.'"
+      },
+      {
+        "id": "ART-2718_KNOWLEDGE_NODE-4",
+        "title": "Fetch Audit Logs | DevRev | Docs",
+        "text": "Users Next](/beta/api-reference/compliance/delete-rev-users-personal-data)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'"
+      },
+      {
+        "id": "ART-2718_KNOWLEDGE_NODE-3",
+        "title": "Fetch Audit Logs | DevRev | Docs",
+        "text": "request. Response is empty as the process is asynchronous. Upon completion, the user will be notified. ### Errors 400 Bad Request Error 401 Unauthorized Error 403 Forbidden Error 404 Not Found Error 429 Too Many Requests Error 500 Internal Server Error 503 Service Unavailable Error Was this page helpful? YesNo [Previous](/beta/api-reference/atoms/get-post)[#### Delete-Personal-Data Rev"
+      },
+      {
+        "id": "ART-2896_KNOWLEDGE_NODE-4",
+        "title": "Track events \u2014 DevRev | Docs",
+        "text": "window.plugSDK.trackEvent(\"signed_up\",properties) [/code] **PLuG user context** : For each shared event, PLuG automatically includes user context properties. These properties encompass details such as event time, user browser information, locale, device specifications, timezone, operating system version, and the page URL from which the event originated. **Viewing user events** : Go to the user profile and click the **Usage** tab. This data is refreshed every 24 hours. Events can also"
+      },
+      {
+        "id": "ART-15792_KNOWLEDGE_NODE-7",
+        "title": "DevRev Products and Agents",
+        "text": "Import and interact with objects from connected applications, protected by SOC 2 Type 2 compliance and secured with detailed audit trails. Source: [DevRev Search](https://devrev.ai/search)DevRev Products DevRev sells the following products:SupportWhat is DevRev Support? DevRev Support is a full-featured support platform built for modern businesses and trusted by leading organizations Key Features: Instant answers: Provide instant, accurate answers to customer questions wherever"
+      }
+    ]
+  },
+  {
+    "query_id": "56a2eb49-bc95-4eee-be74-926f25a99200",
+    "query": "endpoint to update description of card in Plug",
+    "retrievals": [
+      {
+        "id": "ART-3109_KNOWLEDGE_NODE-29",
+        "title": "Plug widget customization | Computer for Your Customers | DevRev",
+        "text": "go to **Settings > Support > Plug Chat > Layout** through the settings icon on the top-left corner. 2. Select **Add a Card** and enter a title, description, image, and redirect URL. 3. Click **Save and Publish** in the top-right corner. The new card is visible in your Plug widget. Want to add more personalization to your Plug widget? Create your own. Visit [SDK Methods and Customization](https://developer.devrev.ai/sdks/web/customize) to create your own Plug from the ground"
+      },
+      {
+        "id": "ART-1535_KNOWLEDGE_NODE-4",
+        "title": "Update Engagement | DevRev | Docs",
+        "text": "authentication of the form `Bearer <token>`, where token is your auth token. ### Request This endpoint expects an object. idstringRequired`format: \"id\"` The engagement ID. artifactsobjectOptional Show 1 properties descriptionstringOptional`format: \"text\"` Updates the description of the engagement. external\\\\_refstringOptional`format: \"text\"` External Reference for the engagement. external\\\\_urlstringOptional`format: \"text\"` Updates the external URL for the"
+      },
+      {
+        "id": "ART-1225_KNOWLEDGE_NODE-4",
+        "title": "Update Tag | DevRev | Docs",
+        "text": "the form `Bearer <token>`, where token is your auth token. ### Request This endpoint expects an object. idstringRequired`format: \"id\"` The ID of the tag to update. allowed\\\\_valuesobjectOptional Specifies an update to a tag\\'s allowed values. Show 1 properties descriptionstringOptional`format: \"text\"` The updated description of the tag. namestringOptional`format: \"text\"` The updated name of the tag. The name must be unique across all tags. ###"
+      },
+      {
+        "id": "ART-15276_KNOWLEDGE_NODE-4",
+        "title": "Update Metric Definition | DevRev | Docs",
+        "text": "Headers AuthorizationstringRequired Bearer authentication of the form `Bearer <token>`, where token is your auth token. ### Request This endpoint expects an object. idstringRequired`format: \"id\"` The ID of the metric definition to update. descriptionstringOptional`format: \"text\"``<=1024 characters` The updated description of the purpose and operation of the metric. namestringOptional`format: \"text\"``>=1 character``<=64 characters` The updated unique human readable"
+      },
+      {
+        "id": "ART-15471_KNOWLEDGE_NODE-10",
+        "title": "Update Survey | DevRev | Docs",
+        "text": "155 | ], | | 156 | \"title\": \"string\" | | 157 | } | | 158 | } | ``` Updates a survey\\'s metadata. ### Headers AuthorizationstringRequired Bearer authentication of the form `Bearer <token>`, where token is your auth token. ### Request This endpoint expects an object. idstringRequired`format: \"id\"` The ID of the survey to update. descriptionstringOptional`format: \"text\"``<=1000 characters` The updated description about the survey. headerstringOptional`format:"
+      },
+      {
+        "id": "ART-1780_KNOWLEDGE_NODE-18",
+        "title": "Get Post \u2014 DevRev | Docs",
+        "text": "https:// api.devrev.ai / accounts.update Updates an account\\'s information. Request. This endpoint expects an object. id string Required The ID of account to update. artifacts object Optional Show property custom_fields map from strings to any Optional Application-defined custom fields. description string Optional Updated description of the account. display_name string Optional Updated display name for the account. domains list of strings Optional Updated list of company\\'s"
+      },
+      {
+        "id": "ART-1830_KNOWLEDGE_NODE-18",
+        "title": "Get Post \u2014 DevRev | Docs",
+        "text": "https:// api.devrev.ai / accounts.update Updates an account\\'s information. Request. This endpoint expects an object. id string Required The ID of account to update. artifacts object Optional Show property custom_fields map from strings to any Optional Application-defined custom fields. description string Optional Updated description of the account. display_name string Optional Updated display name for the account. domains list of strings Optional Updated list of company\\'s"
+      },
+      {
+        "id": "ART-1836_KNOWLEDGE_NODE-18",
+        "title": "Get Post \u2014 DevRev | Docs",
+        "text": "https:// api.devrev.ai / accounts.update Updates an account\\'s information. Request. This endpoint expects an object. id string Required The ID of account to update. artifacts object Optional Show property custom_fields map from strings to any Optional Application-defined custom fields. description string Optional Updated description of the account. display_name string Optional Updated display name for the account. domains list of strings Optional Updated list of company\\'s"
+      },
+      {
+        "id": "ART-1641_KNOWLEDGE_NODE-18",
+        "title": "Get Post \u2014 DevRev | Docs",
+        "text": "https:// api.devrev.ai / accounts.update Updates an account\\'s information. Request. This endpoint expects an object. id string Required The ID of account to update. artifacts object Optional Show property custom_fields map from strings to any Optional Application-defined custom fields. description string Optional Updated description of the account. display_name string Optional Updated display name for the account. domains list of strings Optional Updated list of company\\'s"
+      },
+      {
+        "id": "ART-1802_KNOWLEDGE_NODE-18",
+        "title": "Get Post \u2014 DevRev | Docs",
+        "text": "https:// api.devrev.ai / accounts.update Updates an account\\'s information. Request. This endpoint expects an object. id string Required The ID of account to update. artifacts object Optional Show property custom_fields map from strings to any Optional Application-defined custom fields. description string Optional Updated description of the account. display_name string Optional Updated display name for the account. domains list of strings Optional Updated list of company\\'s"
+      }
+    ]
+  },
+  {
+    "query_id": "d6d34473-26e0-4c4b-90c4-e3e3d8ac6892",
+    "query": "ticket resolution time close to breach after ticket resolved",
+    "retrievals": [
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-33",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "calculation ---------------------- SLA metrics are calculated based on the policy that's applied to the conversation or the ticket. There can be one or more SLA metrics active on a given conversation or a ticket, with each one being tracked separately. SLA metric can be in one of the following stages: * *Active*: The metric is currently being tracked on the conversation or ticket. * *Close to breach*: The time spent by the SLA metric is greater than or equal to the close to breach"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-25",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev",
+        "text": "ticket\\'s owner and subscribers, when a ticket\\'s resolution time SLA changes into the *Warning* or *Breached* stage. ![]() For more information, refer to the [SLA status change Slack notifier snap-in](/marketplace/sla-status-change-slack-notifier) on the DevRev marketplace. Installation ------------ 1. Create a Slack app for your workspace in <https://api.slack.com/apps>. 2. In App features, generate bot token in **OAuth & Permissions**. 3. Grant the app bot the following"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-43",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "tickets that have been in breach for more than one hour. + **Over a day**: Filters all tickets that have been in breach for more than one day. + **Custom**: Filters all tickets that have been in breach from a given date. * **Will breach in**: + **Any**: Filters all tickets that are currently not in breach. + **Over an hour**: Filters all tickets that have less than 1 hour left for breach. + **Over a day**: Filters all tickets that have less than 1 day left for breach. +"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-40",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "conversation moves to any stage except Waiting on User | Viewing SLAs ------------ The SLA targets applied to a particular conversation can be viewed in the **Inbox** and the **Conversation Detailed** view. For a ticket in any of the ticket vistas. When there are two active metrics, vista displays the one closest to the breach. In the case of a conversation where both the first response and full resolution metrics are active, and the first response is due in five minutes but the full"
+      },
+      {
+        "id": "ART-2695_KNOWLEDGE_NODE-33",
+        "title": "Operational-level agreement | Computer for Support Teams | DevRev",
+        "text": "meets or exceeds the close-to-breach target set in the policy. * **Breached**: The time spent meets or exceeds the breach target set in the policy. * **Paused**: The metric is paused based on stage conditions in the snap-in. * **Completed**: The *stop* condition has been met. Metrics in the *Active*, *Close to Breach*, or *Breached* stages may follow business hours, moving in and out of schedule without including out-of-schedule time in calculations. In the **Detailed** view, all"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-34",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev",
+        "text": "target defined in the policy. * *Breached*: The time spent by the SLA metric is greater than or equal to the breach target defined in the policy. * *Paused*: The metric is currently paused based on some conditions. For example, when a ticket moves to awaiting customer response. * *Completed*: The conversation or ticket has reached the completion condition. Based on business hours defined for an organization, *Active/Close to breach/Breached* metrics can change schedules. Metrics move out"
+      },
+      {
+        "id": "ART-2695_KNOWLEDGE_NODE-32",
+        "title": "Operational-level agreement | Computer for Support Teams | DevRev",
+        "text": "is not recommended. Tracking OLAs on issues ----------------------- In the issues view, the **Next OLA Target** column displays the OLA targets for each issue. If there are two active metrics, the one closest to breaching is shown as the **Next OLA Target**. Negative values ( -10m) indicate how much time has passed since a metric was breached. OLA metrics can be in the following stages: * **Active**: The metric is currently being tracked. * **Close to Breach**: The time spent"
+      },
+      {
+        "id": "ART-15327_KNOWLEDGE_NODE-11",
+        "title": "Update Conversation | DevRev | Docs",
+        "text": "\"2023-01-01T12:00:00.000Z\" | | 185 | }, | | 186 | \"remaining_time\": 1, | | 187 | \"sla_tracker\": { | | 188 | \"id\": \"string\", | | 189 | \"metric_target_summaries\": [ | | 190 | { | | 191 | \"metric_definition\": { | | 192 | \"id\": \"string\", | | 193 | \"display_id\": \"string\", | | 194 | \"name\": \"string\" | | 195 | }, | | 196 | \"stage\": \"string\", | | 197 | \"breached_at\": \"2023-01-01T12:00:00.000Z\", | | 198 | \"completed_at\": \"2023-01-01T12:00:00.000Z\", | | 199 | \"completed_in\": 1, | | 200 |"
+      },
+      {
+        "id": "ART-15319_KNOWLEDGE_NODE-11",
+        "title": "Get Conversation (POST) | DevRev | Docs",
+        "text": "\"2023-01-01T12:00:00.000Z\" | | 185 | }, | | 186 | \"remaining_time\": 1, | | 187 | \"sla_tracker\": { | | 188 | \"id\": \"string\", | | 189 | \"metric_target_summaries\": [ | | 190 | { | | 191 | \"metric_definition\": { | | 192 | \"id\": \"string\", | | 193 | \"display_id\": \"string\", | | 194 | \"name\": \"string\" | | 195 | }, | | 196 | \"stage\": \"string\", | | 197 | \"breached_at\": \"2023-01-01T12:00:00.000Z\", | | 198 | \"completed_at\": \"2023-01-01T12:00:00.000Z\", | | 199 | \"completed_in\": 1, | | 200 |"
+      },
+      {
+        "id": "ART-3038_KNOWLEDGE_NODE-12",
+        "title": "Bolt unifies support and product to deliver seamless commerce",
+        "text": "Technical Writing, Bolt ### Data-backed transformation With the launch of PLuG search in June 2024, Bolt saw a clear uptick in self-service success: * AI searches increased from near zero to over 600 per month, indicating successful adoption of knowledge-driven support * Ticket volumes dropped steadily from a peak of 1933 in May 2024 to 1096 in December 2024 and January 2025 * Average resolution time fell from 129.8 hours in February 2024 to 62.7 hours by January 2025 This"
+      }
+    ]
+  },
+  {
+    "query_id": "b580c85d-067a-47f0-951d-58b0360254a1",
+    "query": "link single contact to multiple accounts using csv import",
+    "retrievals": [
+      {
+        "id": "ART-12395_KNOWLEDGE_NODE-27",
+        "title": "Slack Broadcaster | Automate | Snap-ins | DevRev",
+        "text": "update**: Link multiple accounts using /slack\\\\_broadcaster\\\\_upload external or /slack\\\\_broadcaster\\\\_upload internal and upload a CSV with account display names and Slack channel IDs. * **Internal release notes**: Share internal updates by uploading a CSV with channel names and IDs using /slack\\\\_broadcaster\\\\_upload internal. * **Configuration management**: Only authorized users in specific groups can post to Slack channels. Slash Commands -------------- The Slack Broadcaster"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-27",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "initiate the process. Notifications about successful imports and any errors will appear in the form of toasts at the bottom left. CSV file requirements --------------------- ### Mandatory fields To ensure a successful import, certain fields are required. **Accounts**: * display\\\\_name * external\\\\_refs (a unique identifier for the account, such as the company\\'s website domain.) **Contacts:** * display\\\\_name * external\\\\_ref (a unique identifier for the contact, such as"
+      },
+      {
+        "id": "ART-2045_KNOWLEDGE_NODE-55",
+        "title": "AirSync | Snap-ins | DevRev",
+        "text": "connection in DevRev for that source. ### Data model constraints * Links + Parent/child relationships deeper than 3 levels are not created in DevRev. + Links from external systems are mapped to the closest equivalent in DevRev. + Links with no plausible DevRev equivalent are dropped, such as links between tickets. * Contacts + DevRev does not support contacts in multiple accounts. Contacts imported that belong to multiple accounts are only created under one account in DevRev,"
+      },
+      {
+        "id": "ART-3960_KNOWLEDGE_NODE-28",
+        "title": "Auto-link DevRev GitHub accounts | Automate | Snap-ins | DevRev",
+        "text": "Download the latest version of the snap-in from the DevRev marketplace. 2. Upload the CSV file containing user details. 3. Run the snap-in to process the file and link accounts. 4. Verify the linked accounts in DevRev. ### How to use the snap-in 1. Use slash commands in the **Events** section. 2. In the **Discussion** tab, type the slash commands. 3. Run the snap-in using the /link\\\\_github\\\\_accounts\\\\_to\\\\_devrev command in the snap-in discussion thread. 4. The columns login and"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-26",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "the sample CSV. ![]() Columns with headers that do not conform to the predefined schema will not be imported. 4. In the dialog box, upload the populated CSV file. 5. (Optional) Configure import settings. * **Add tags to identify new imports**: Attach any existing tags to new imports for easy identification post-import. * **Update existing accounts**: Select to update existing accounts by appending new values, rather than creating new objects. 6. Click **Import** to"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-25",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "contact import ========================== You can upload and manage accounts and contacts by importing data from CSV files. ![]() Import data ----------- 1. Go to the top-right corner of the **Accounts and Contacts** vista and click the \\xe2\\x9a\\xa1 button. 2. Click **Download sample CSV**. The sample CSV file includes all the necessary headers and sample values supported by DevRev. 3. Open the downloaded sample CSV file. Fill in the required headers and values as specified in"
+      },
+      {
+        "id": "ART-6175_KNOWLEDGE_NODE-34",
+        "title": "Airtable | Automate | Snap-ins | DevRev",
+        "text": "contact are linked. Use tnt values only. **Format:** ``` ``` 1 { \"Account\": \"tnt__customer\", \"Contact\": \"tnt__contact\" } ``` ``` **Example:** ``` ``` 1 { \"Account\": \"tnt__customer\", \"Contact\": \"tnt__user\" } ``` ``` * **Other Information Mapping:** Define the field name where unmapped Airtable fields should be collected into a single field. [PreviousAccount deduplication](/docs/automations/account-deduplication)[NextAuto-link DevRev GitHub"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-28",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev",
+        "text": "a database identifier or an email address.) * account\\\\_external\\\\_reference (the external reference of the contact\\'s parent account) ### Array fields For fields that accept multiple values, such as **owners** and **industry**, values should be separated by commas (,). For example, Agriculture and Forestry should be written as Agriculture,Forestry. ![]() If a value contains a comma, enclose it in backticks. For example, enter \"Rail, Bus & Taxi\" as `Rail, Bus & Taxi`. ###"
+      },
+      {
+        "id": "ART-12395_KNOWLEDGE_NODE-32",
+        "title": "Slack Broadcaster | Automate | Snap-ins | DevRev",
+        "text": "Slack channels for internal messages, populated using slash commands. * **Access groups**: Define who is allowed to send broadcasts. * **Tag**: Added when account is linked to Slack channel. CSV Format ---------- When uploading a CSV to link accounts or channels: * **External channels**: + Column 1: Account display name + Column 2: Slack channel ID * **Internal channels**: + Column 1: Channel name + Column 2: Slack channel ID ![]() Currently, this snap-in does"
+      },
+      {
+        "id": "ART-3960_KNOWLEDGE_NODE-27",
+        "title": "Auto-link DevRev GitHub accounts | Automate | Snap-ins | DevRev",
+        "text": "login. Installation ------------ ### Prerequisites * Obtain the necessary CSV file containing user details. ### Input requirements The input CSV file should include the following columns. These are case-sensitive, but the order in which they appear is flexible: | Column name | Type | Description | | --- | --- | --- | | login | string | GitHub account identifier | | saml\\\\_name\\\\_id | string | DevRev account email identifier | ### Steps to Install and Configure 1."
+      }
+    ]
+  },
+  {
+    "query_id": "7d261079-de51-43c9-a138-dd4d688efa84",
+    "query": "how to build an agent",
+    "retrievals": [
+      {
+        "id": "ART-15799_KNOWLEDGE_NODE-3",
+        "title": "Computer for Your Customers: AI Self-Service Support | DevRev",
+        "text": "agents summarize critical context and escalate to the right person. ![]() Set up is simple. Maintenance is simpler. Set up Computer in minutes and build agents using plain English. No PhD in AI required. ### A few lines of code A few lines of code Get Computer's CX agent running with just a few lines of code and automatically track real performance metrics to measure progress against your goals. ![]() ### Built-in integrations ### Agent"
+      },
+      {
+        "id": "ART-4167_KNOWLEDGE_NODE-3",
+        "title": "Computer for Your Customers: AI Self-Service Support | DevRev",
+        "text": "agents summarize critical context and escalate to the right person. ![]() Set up is simple. Maintenance is simpler. Set up Computer in minutes and build agents using plain English. No PhD in AI required. ### A few lines of code A few lines of code Get Computer's CX agent running with just a few lines of code and automatically track real performance metrics to measure progress against your goals. ![]() ### Built-in integrations ### Agent"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-69",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "data. * Define your agent\\xe2\\x80\\x99s specific goal and purpose. * Write clear instructions for its operation. * Connect your business knowledge and existing workflows. Every team gains powerful capabilities without technical skills. It\\xe2\\x80\\x99s like having expert analysts and operators working 24/7. Need to route customer requests? Create sales materials? Recommend support actions? All possible without writing a single line of code, including the generation of original"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-68",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "across society. ## Future outlook: Evolving agentic AI with DevRev The future of agentic AI promises autonomous agents collaboration, advanced reasoning capabilities, and seamless ecosystem integration. DevRev\\xe2\\x80\\x99s innovation positions organizations to capitalize on these emerging trends. Build powerful agents without coding expertise with DevRev\\xe2\\x80\\x99s no-code tools, anyone can create AI intelligent agents in three simple steps that can analyze vast amounts of"
+      },
+      {
+        "id": "ART-15792_KNOWLEDGE_NODE-2",
+        "title": "DevRev Products and Agents",
+        "text": "structured around two critical business dimensions: Products (Dev) and Customers (Rev). This architectural approach ensures that AI agents have comprehensive context when making decisions or taking actions. Agentic AI capabilities: DevRev provides both out-of-the-box agents and an Agent Studio to build, customize, deploy and manage agents. Users can instruct these agents in plain language to execute complex workflows autonomously, with agents capable of creating tickets, updating records,"
+      },
+      {
+        "id": "ART-3880_KNOWLEDGE_NODE-5",
+        "title": "How Orum built a collaborative, AI-ready support engine",
+        "text": "Agent (formerly PLuG) setup remarkably simple: The initial setup was very straightforward. It didn't take long to get it running in my local development environment, and I didn't even need to reach out for support - that was great. ![]() Brian MullinSr. Software Engineer, Orum The process began with adding the script tag and initializing the SDK on the frontend, followed by obtaining an access token via the backend. This smooth onboarding experience enabled Brian to focus on"
+      },
+      {
+        "id": "ART-15643_KNOWLEDGE_NODE-5",
+        "title": "DevRev Corp Narrative - for PLuG on website",
+        "text": "called DevRev Airdrop. We then organize your information into a patented Knowledge Graph - a living network of data built around what matters most: your Products (Dev) and your Customers (Rev). This graph powers our agentic AI. It doesn't just find information; it takes autonomous action. You give our agents instructions in plain language, and they can execute complex workflows on your behalf. Or, build your own agents with our agent builder - no coding required. For example, when a"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-70",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future",
+        "text": "content. DevRev puts AI automation directly in business users\\xe2\\x80\\x99 hands, no development team required. The future belongs to organizations that harness autonomous intelligence effectively. Will you lead this transformation? DevRev\\xe2\\x80\\x99s platform offers the fastest path forward. Curious how DevRev could work in your organisation\\xe2\\x80\\x99s environment? We\\xe2\\x80\\x99d love to walk you through how to: * **Build and test your own AI agents** * **Deploy this in a"
+      },
+      {
+        "id": "ART-12585_KNOWLEDGE_NODE-6",
+        "title": "DevRev Careers | Forward Deployed Engineer",
+        "text": "the boundaries of innovation, helping thousands of companies thrive in the rapidly evolving landscape of AI-driven SaaS. **Team: Delta - Applied AI Engineering** **What You'll Do:** * **Design & Deploy AI Agents**: Build, configure, and launch intelligent agents using the DevRev platform to solve real customer problems. * **Integrate Systems**: Connect AI agents with external platforms (e.g., CRMs, APIs, databases) for seamless workflow automation. * **Optimize Performance**: Tune"
+      },
+      {
+        "id": "ART-4206_KNOWLEDGE_NODE-16",
+        "title": "Agents async API | DevRev | Docs",
+        "text": "endpoint in your application that can receive POST requests. 2. Register this endpoint with DevRev using the webhooks.create API. 3. Make async API calls with your agent ID and webhook ID. 4. Process incoming webhook events to: * Track progress (optional). * Display the final agent response to the user. * Handle any errors. Example flow for a chat application: ``` | | | | --- | --- | | 1 | // 1. When user sends a message | | 2 | function handleUserMessage(message) {"
+      }
+    ]
+  },
+  {
+    "query_id": "27785a74-4a2c-44da-90eb-dc3411f865b5",
+    "query": "multiple messages sent quickly AI interpretation delay",
+    "retrievals": [
+      {
+        "id": "ART-10697_KNOWLEDGE_NODE-27",
+        "title": "February 2025 | Changelog | DevRev",
+        "text": "bidirectional synchronization between DevRev objects and Slack channels. * A workflow node has been added to create a Slack channel and automatically invite specified users. * A random wait time (1-20 seconds) has been added before creating a conversation to prevent duplicate conversations on WhatsApp when messages are sent rapidly. * Customer identification in Slack has been enhanced by resolving users via their Slack ID when their email is hidden. * An optional field has been added to the"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-36",
+        "title": "Slack | Integrate | Snap-ins | DevRev",
+        "text": "Slack Channel ID in the **Channel ID to send conversation notifications** snap-in configuration as the target to post notifications. * Any new message within tickets in the customer messages panel is also subjected to the same automation. * To prevent notification overload, each conversation or ticket is subject to a five minute cooldown period between notifications. Multiple consecutive messages within this window will not trigger additional notifications. * Notification threads are not"
+      },
+      {
+        "id": "ART-17221_KNOWLEDGE_NODE-7",
+        "title": "Data extraction | DevRev | Docs",
+        "text": "success, a delay, progress, or an error. Success ``` | | | | --- | --- | | 1 | await adapter.emit(ExtractorEventType.ExtractionDataDone); | ``` Delay ``` | | | | --- | --- | | 1 | await adapter.emit(ExtractorEventType.ExtractionDataDelay, { | | 2 | delay: \"30\", | | 3 | }); | ``` Progress ``` | | | | --- | --- | | 1 | await adapter.emit(ExtractorEventType.ExtractionDataProgress); | ``` Error ``` | | | | --- | --- | | 1 | await"
+      },
+      {
+        "id": "ART-1039_KNOWLEDGE_NODE-8",
+        "title": "100ms delivers differentiated customer support through a unified channel",
+        "text": "developers supporting other developers and they immediately resonated with DevRev\\xe2\\x80\\x99s mission. Now, the company has visibility into every customer interaction. Conversations are grouped so critical problems get resolved faster, and nothing slips through the cracks. ![]() With Computer\\xe2\\x80\\x99s agentic AI capabilities, prioritization has become sharper and proactive. Instead of manually parsing through Slack threads, the support team can rely on AI to flag urgency, cluster"
+      },
+      {
+        "id": "ART-17221_KNOWLEDGE_NODE-5",
+        "title": "Data extraction | DevRev | Docs",
+        "text": "AirSync with a message with event type `EXTRACTION_DATA_DELAY` and specifying back-off time with `delay` attribute (in seconds as an integer). In both cases, AirSync starts the snap-in with a message with event type `EXTRACTION_DATA_CONTINUE`. In case of `EXTRACTION_DATA_PROGRESS` the restarting is immediate, meanwhile in case of `EXTRACTION_DATA_DELAY` the restarting is delayed for the given number of seconds. Once the data extraction is done, the snap-in must respond to AirSync with"
+      },
+      {
+        "id": "ART-2133_KNOWLEDGE_NODE-51",
+        "title": "The Essential Methodology: Less but Better",
+        "text": "within an enterprise. AI, therefore, has to be built-in, not bolted-on, within an essential company. On Real Time Interventions Essential AI needs to (a) discern, (b) de\\xef\\xac\\x82ect, and (c) deduplicate in real time, which means it must work at the speed of human keystrokes. And that in itself is a profound challenge in user experience and low latency engineering. Therefore, it becomes that much harder to retro\\xef\\xac\\x81t AI into legacy applications. Discern would be about"
+      },
+      {
+        "id": "ART-1478_KNOWLEDGE_NODE-24",
+        "title": "Event sources \u2014 DevRev | Docs",
+        "text": "\"https://api.devrev.ai/event-sources.schedule\"; ---|--- 2| const work = event.payload.work_created.work; 3| const delay_secs = 30; 4| const event_payload = { 5| \"object_id\": work.id, 6| \"name\" : work.created_by.full_name, 7| \"delay\": delay_secs, 8| } 9| const payload_bytes = Buffer.from(JSON.stringify(event_payload)).toString(\\'base64\\'); 10| const publish_at = new Date(Date.now() + 1000 *"
+      },
+      {
+        "id": "ART-17220_KNOWLEDGE_NODE-10",
+        "title": "Attachments extraction | DevRev | Docs",
+        "text": "| ``` Delay response (for rate limiting) ``` | | | | --- | --- | | 1 | await adapter.emit(ExtractorEventType.ExtractionAttachmentsDelay, { | | 2 | delay: \"30\", // Delay in seconds | | 3 | }); | ``` Error response ``` | | | | --- | --- | | 1 | await adapter.emit(ExtractorEventType.ExtractionAttachmentsError, { | | 2 | error: \"Informative error message\", | | 3 | }); | ``` ##### The snap-in must always emit exactly one response event. Was this page"
+      },
+      {
+        "id": "ART-1287_KNOWLEDGE_NODE-6",
+        "title": "Functions | DevRev | Docs",
+        "text": "execution include: * Ensuring order of message processing for chatbots or messaging integrations. * Preventing duplicate or out-of-order actions when multiple events are triggered. To enable this: 1. Enable synchronization in manifest * In your function\\xe2\\x80\\x99s manifest, add the field: ``` | | | | --- | --- | | 1 | functions: | | 2 | - name: function_name | | 3 | description: Let me execute | | 4 | supports_synchronization: true"
+      },
+      {
+        "id": "ART-990_KNOWLEDGE_NODE-1",
+        "title": "To AI, or Not to AI for Support, It's Not a Question",
+        "text": "and is a good thing; it alerts us that a fundamental shift is happening, just like the internet had done previously. And, no, this isn\\xe2\\x80\\x99t the beginning of SkyNet. Let\\xe2\\x80\\x99s face it; support is moving to a more asynchronous communication model (a-la chat). With the ability for ChatGPT to \\xe2\\x80\\x9cstream\\xe2\\x80\\x9d messages similar to how a user would, backed by the knowledge of the internet, the result can be a very powerful one-two punch. Plus, it can eliminate a lot"
+      }
+    ]
+  }
+]
\ No newline at end of file
diff --git a/test_queries_results_original.json b/test_queries_results_original.json
new file mode 100644
index 0000000..e5bb070
--- /dev/null
+++ b/test_queries_results_original.json
@@ -0,0 +1,5154 @@
+[
+  {
+    "query_id": "a97f93d2-410a-431f-ae9a-1e23ed35d74c",
+    "query": "end customer organization name not appearing in ticket or conversation",
+    "retrievals": [
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-30",
+        "text": "conversation of which you are not the owner, let the owner know to respond. It's beneficial to retain the same point of contact for the duration of the conversation unless the owner refers some another user.\\n* If the conversation has a customer org that's unidentified or is new, add yourself (the customer experience engineer) as the owner of the ticket. Try to find the appropriate owner for the customer org and update the customer record accordingly.\\n* Change the stage of the conversation to",
+        "title": "Support best practices | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-34",
+        "text": "ticket.\\n* Make sure all tickets have the customer org field populated.\\n* Cancel any internal ticket without a customer org that has been created by a developer. Ask them to create an issue instead.\\n* If a customer raises a feature request that aligns with the product strategy, but needs significant development effort and will not be delivered in the near future, move it to the *accepted* stage, rather than keeping the ticket open. Inform the customer accordingly.\\n* If a customer reports a",
+        "title": "Support best practices | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-30",
+        "text": "linked to a conversation\\n-------------------------------\\n\\n* **Trigger**: A ticket is linked to an existing conversation.\\n* **Action**: The system sends out a notification with the linked ticket number.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"<customer email subject from Conversation>\"\\n\\n![]()\\n\\nThis email is only sent to the organizations with [Convergence snap-in](https://docs.devrev.ai/automations/converge)\\n\\nChange of",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-29",
+        "text": "[support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"You are missing messages from <Org Name>\"\\n\\nReply to the customer on a ticket\\n---------------------------------\\n\\n* **Trigger**: When a reply is made to a customer on a ticket.\\n* **Action**: The system sends out a notification to the customer with the reply message.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"[{Company\\\\_Name}] Update on TKT-XXX\"\\n\\nTicket",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-63",
+        "text": "support tickets on behalf of customers\\xe2\\x80\\x94without granting customers access to these tickets. This feature enables internal collaboration while keeping the ticket invisible to the customer until explicitly made external.\\n\\nEven if a ticket contains customer-related information (such as the customer workspace or the **Reported by** field), it remains inaccessible to the customer unless it is explicitly converted into an external ticket. The **Customer Messages** tab is unavailable for",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-44",
+        "text": "URL and not on the support portal of some other customer.\\n* Customer admin isn't able to see all the tickets of the organization.\\n\\n  + This could happen if the customer isn't logged in on the correct URL. If the customer is logged in on the correct URL, then check if there are any tickets that are reported by the other customers in that organization or not. Check if the customer is added as a customer admin or not by logging in to your DevRev application.\\n* You are not able to add customer",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-36",
+        "text": "conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-24",
+        "text": "conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n1. [Documentation](/docs)\\n3.",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-31",
+        "text": "stage of a ticket/conversation\\n----------------------------------------\\n\\n* **Trigger**: When there\\'s a change of stage in a ticket or conversation.\\n* **Action**: The system sends out a notification detailing the Ticket/Conversation number and stage change.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**:\\n  + For ticket: \"[{Company\\\\_Name}] Update on TKT-XXX - Ticket Title\"\"<customer email subject>\"\\n  + For conversations:",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "7dd7e2b4-9349-4535-8007-1d706e0fabff",
+    "query": "Android SDK session generated with Unknown user",
+    "retrievals": [
+      {
+        "id": "ART-2898_KNOWLEDGE_NODE-10",
+        "text": "identification\\n\\nThe anonymous identification method allows you to create an anonymous user with an optional or random user identifier, ensuring that no other data is stored or associated with the user.\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1| DevRev.identifyAnonymousUser(  \\n    ---|---  \\n    2|     userId: String  \\n    3| )\\n[/code]  \\n  \\n### Unverified identification\\n\\nThe unverified identification method identifies users with a unique identifier, but it does not verify their",
+        "title": "Android integration \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15513_KNOWLEDGE_NODE-1",
+        "text": "[Exchange your AAT for a session token](/sdks/android/features#exchange-your-aat-for-a-session-token)\\n* [Identify the verified user](/sdks/android/features#identify-the-verified-user)\\n* [Updating the user](/sdks/android/features#updating-the-user)\\n* [Logout](/sdks/android/features#logout)\\n* [Identity model](/sdks/android/features#identity-model)\\n* [Properties](/sdks/android/features#properties)\\n* [User traits](/sdks/android/features#user-traits)\\n* [Organization",
+        "title": "Features | DevRev | Docs"
+      },
+      {
+        "id": "ART-2898_KNOWLEDGE_NODE-1",
+        "text": "identification](/public/sdks/mobile/android#unverified-identification)\\n  * [Update user information](/public/sdks/mobile/android#update-user-information)\\n  * [PLuG support chat](/public/sdks/mobile/android#plug-support-chat)\\n  * [Analytics](/public/sdks/mobile/android#analytics)\\n  * [Session analytics](/public/sdks/mobile/android#session-analytics)\\n  * [Opt in or out](/public/sdks/mobile/android#opt-in-or-out)\\n  * [Session recording](/public/sdks/mobile/android#session-recording)\\n  *",
+        "title": "Android integration \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15506_KNOWLEDGE_NODE-29",
+        "text": "window.plugSDK.shutdown(); |\\n| 6 | } |\\n| 7 | window.plugSDK.init({ |\\n| 8 | app_id: appId, |\\n| 9 |  |\\n| 10 | // Pass the session details |\\n| 11 | session_recording_options: { |\\n| 12 | sessionDetails: { |\\n| 13 | sessionId: sessionId, |\\n| 14 | tabId: tabId, |\\n| 15 | }, |\\n| 16 | }, |\\n| 17 |  |\\n| 18 | // With session token |\\n| 19 | session_token: sessionToken, |\\n| 20 | // Or without session token |\\n| 21 | identity: {}, |\\n| 22 | }); |\\n```\\n\\nWas this page",
+        "title": "Identify your users with Plug | DevRev | Docs"
+      },
+      {
+        "id": "ART-4255_KNOWLEDGE_NODE-10",
+        "text": "DevRev.identifyAnonymousUser(  \\n    ---|---  \\n    2|     userId: String  \\n    3| )\\n[/code]  \\n  \\n### Unverified identification\\n\\nThe unverified identification method identifies users with a unique identifier, but it does not verify their identity with the DevRev backend.\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1| DevRev.identifyUnverifiedUser(  \\n    ---|---  \\n    2|     identity: Identity  \\n    3| )\\n[/code]  \\n  \\nThe function accepts the `Identity` object, where the user",
+        "title": "DevRev SDK for Android \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15506_KNOWLEDGE_NODE-4",
+        "text": "RevUser Session Token(5) Return Session Token(6) Call plugSDK.init() with token\\n\\nGenerate an application access token\\n------------------------------------\\n\\n1. In DevRev, go to **Settings > Support > Plug Tokens** through the settings icon on the top-left corner.\\n2. Under the **Application access tokens** panel, click **New token** and copy the token that\\xe2\\x80\\x99s displayed.\\n\\n##### \\n\\nEnsure you copy your access token, as you cannot view it again.\\n\\nGenerate a session",
+        "title": "Identify your users with Plug | DevRev | Docs"
+      },
+      {
+        "id": "ART-4255_KNOWLEDGE_NODE-1",
+        "text": "information](/public/sdks/android#update-user-information)\\n  * [PLuG support chat](/public/sdks/android#plug-support-chat)\\n  * [Analytics](/public/sdks/android#analytics)\\n  * [Session analytics](/public/sdks/android#session-analytics)\\n  * [Opt in or out](/public/sdks/android#opt-in-or-out)\\n  * [Session recording](/public/sdks/android#session-recording)\\n  * [Session properties](/public/sdks/android#session-properties)\\n  * [Timers](/public/sdks/android#timers)\\n  * [Screen",
+        "title": "DevRev SDK for Android \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4255_KNOWLEDGE_NODE-33",
+        "text": "\\n**Solution** : Confirm that user identification is performed before using the `showSupport()` function or XML button.\\n\\n  * **Issue** : Incorrect operation due to `App ID` and `secret` misconfiguration.  \\n**Solution** : Ensure correct functionality by double-checking that both `App ID` and `secret` values are accurately configured in your application or sample app.\\n\\nWas this page helpful?YesNo\\n\\n[DevRev SDK for iOSUp Next](/public/sdks/ios)\\n\\n[Built",
+        "title": "DevRev SDK for Android \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4255_KNOWLEDGE_NODE-8",
+        "text": "Identification\\n\\nTo use certain features of the DevRev SDK, user identification is required. You can select from the following methods to identify users within your application:\\n\\n#####\\n\\nThe identification function should be placed appropriately in your app after the user logs in. If you have the user information available at app launch, call the function after the `DevRev.configure(context, appID)` method.\\n\\n#####\\n\\nThe `Identity` structure allows for custom fields in the user,",
+        "title": "DevRev SDK for Android \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-2898_KNOWLEDGE_NODE-9",
+        "text": "in your app after the user logs in. If you have the user information available at app launch, call the function after the `DevRev.configure(context, appID)` method.\\n\\n#####\\n\\nThe `Identity` structure allows for custom fields in the user, organization, and account traits. These fields must be configured through the DevRev app before they can be utilized. For more information, refer to [Object customization](https://devrev.ai/docs/product/object-customization).\\n\\n### Anonymous",
+        "title": "Android integration \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "4bc92187-cdaa-4c20-b189-abd1672e5a71",
+    "query": "email reply received on wrong ticket",
+    "retrievals": [
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-29",
+        "text": "[support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"You are missing messages from <Org Name>\"\\n\\nReply to the customer on a ticket\\n---------------------------------\\n\\n* **Trigger**: When a reply is made to a customer on a ticket.\\n* **Action**: The system sends out a notification to the customer with the reply message.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"[{Company\\\\_Name}] Update on TKT-XXX\"\\n\\nTicket",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-36",
+        "text": "contact](https://docs.devrev.ai/product/plug) must be created first for any emails to be added as subscribers.\\n* **Needs response**: Set to true whenever a new customer message is received on the ticket to ensure that no customer messages are missed. If a particular customer message does not need a response, the **Needs response** toggle can be turned off by the user. Turning off the **Needs response** toggle does not affect the SLA metrics.\\n\\nThese attributes can be effectively used in",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-37",
+        "text": "a customer  * The ticket was created by a customer experience engineer but reported by a customer | A new comment on the ticket by the customer after the customer experience engineer replied | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\\n| Full resolution time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | The",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-61",
+        "text": "following scenarios can lead to the creation of follow up ticket:\\n\\n* Customers communicated on an archived/immutable ticket from any channel such as email.\\n* Customer communicated on a merged ticket and the primary ticket is also archived.\\n\\nAfter creation of a follow up ticket the customer messages will reflect only on the new followup ticket and the customer will continue to see response on the same thread in channels like email & slack. The user can continue responding on the new follow",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-2027_KNOWLEDGE_NODE-36",
+        "text": "Receives Replies From | Thread is visible in portal |\\n| --- | --- | --- | --- |\\n| Email to support | [support@yourcompany.com](mailto:support@yourcompany.com) | [support@yourcompany.com](mailto:support@yourcompany.com) | Yes |\\n| Ticket via Customer Portal or Plug widget (Channel on ticket = Plug or Portal) | Ticket form on Customer Portal or conversation converted to ticket from Plug widget | - If Channel is set as email in the config, replies are sent via the configured email address.   -",
+        "title": "Email | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-24",
+        "text": "conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n1. [Documentation](/docs)\\n3.",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-52",
+        "text": "don\\xe2\\x80\\x99t forget to give \\xf0\\x9f\\x91\\x8d on the suggestion if you like it or \\xf0\\x9f\\x91\\x8e to dislike it.\\n\\n![]()\\n\\nDuplicate ticket merging\\n------------------------\\n\\nDuplicate tickets in a support system pose a significant challenge by creating inefficiencies, increasing the workload for support agents, and negatively impacting user experience. These tickets often result from user frustration or misunderstandings of the resolution process, leading to confusion and disrupting",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-35",
+        "text": "installed [Auto-reply snap-in](https://docs.devrev.ai/automations/auto-reply).\\n\\n[PreviousUpdates](/docs/product/updates)[NextRoles](/docs/product/roles)\\n\\n#### On this page\\n\\n* [White-label customer email notifications](#whitelabel-customer-email-notifications)\\n* [Reply to the customer on a conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "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 engineer. In certain scenarios, a ticket may have been created by accident and may be canceled by the creator. In other scenarios, garbage tickets may be created through automation or because of spam. Automation or the customer experience",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "4d9878e8-f746-4df5-8bf6-f9444989b385",
+    "query": "manage access and privileges in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-24",
+        "text": "policies](#mfz-policies)\\n* [Sharing](#sharing)\\n* [Vista privileges](#vista-privileges)\\n\\n1. [Documentation](/docs)\\n3. [Computer by DevRev](/docs/intro)\\n[Access control](/docs/product/access-control)\\n\\nAccess control\\n==============\\n\\nAccess control in DevRev is a system that authorizes an actor to perform actions on different targets within the application. In this context, an actor is any entity that interacts with the app, such as an organization member, a customer, a system user, or a",
+        "title": "Access control | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-46",
+        "text": "admins on revus.\\n\\n  Privileges: revu object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *devo Admin:* Contains privileges for admins on devos.\\n\\n  Privileges: devo object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *flow Admin:* Contains privileges for admins on flows.\\n\\n  Privileges: flow object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *webhook Admin:* Contains privileges for admins on webhooks.\\n\\n  Privileges: webhook object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *product Admin:*",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1963_KNOWLEDGE_NODE-1",
+        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +",
+        "title": "Accessing DevRev | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-23",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Privilege determination](#privilege-determination)\\n* [Granting access permissions](#granting-access-permissions)\\n* [MFZ",
+        "title": "Access control | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-66",
+        "text": "Privileges: devu object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *revu Admin:* Contains privileges for admins on revus.\\n\\n  Privileges: revu object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *devo Admin:* Contains privileges for admins on devos.\\n\\n  Privileges: devo object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *flow Admin:* Contains privileges for admins on flows.\\n\\n  Privileges: flow object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *webhook Admin:* Contains privileges for admins on",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-93",
+        "text": "Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User Insights](/for-user-insights)\\n* [Marketplace](https://marketplace.devrev.ai/)\\n\\nResources\\n\\n* [Blog](/blog)\\n* [Our Customers](/case-study)\\n* [Snap-In Extensions](https://developer.devrev.ai/public/snapin-development/concepts)\\n* [DevRevU training](/docs/DevRevU)\\n* [Documentation](https://docs.devrev.ai/)\\n* [API References](https://docs.devrev.ai/api/)\\n\\nCompany\\n\\n*",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-29",
+        "text": "revUsers for revUsers to view there revUsers with same email.\\n\\n  Privileges: revu object ['READ']\\n* *RevUser License Viewer:* A role that enables a user to view licenses assigned to them.\\n\\n  Privileges: license\\\\_assignment object ['READ']\\n\\n\\xe2\\x80\\x9cPlatform Users\\xe2\\x80\\x9d group\\n----------------------\\n\\nGroup for all internal employees, includes default privileges to do common operations.\\n\\n**Privileges:**\\n\\n* *Devu Self Interactor:* Contains privileges on user for members of",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-87",
+        "text": "['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *credit revuser admin:* Contains workspace billing admin privileges for credit.\\n\\n  Privileges: credit object ['CREATE', 'READ', 'UPDATE', 'DELETE']\\n* *RevOrg Billing Admin AccountCommerceDetails Manager:* Contains workspace billing admin privileges for accountCommerceDetails objects.\\n\\n  Privileges: account\\\\_commerce\\\\_details object ['READ', 'UPDATE']\\n* *RevOrg Billing Admin License Assignment Manager:* Contains workspace billing admin privileges",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-95",
+        "text": "Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\"",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-55",
+        "text": "Contact Admin field access role\\n\\n  Privileges: revu object None\\n* *Vista Creator:* A role that allows a user to create a vista\\n\\n  Privileges: vista object ['CREATE']\\n* *Vista Owner:* A role that allows the creator to view, edit and delete a vista\\n\\n  Privileges: vista object ['READ', 'UPDATE', 'DELETE']\\n* *Issue Admin Field Access:* Issue admin field access role\\n\\n  Privileges: issue object None\\n* *Dashboard Admin:* A role that allows CRUDL operations to admins\\n\\n  Privileges:",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "483151ec-aff4-4569-b3df-651f578b61d8",
+    "query": "SSO setup SAML IDP metadata connection string Google Workspace",
+    "retrievals": [
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-39",
+        "text": "authentication methods to enforce SSO-only login. This is commonly done to ensure all users authenticate through your organization\\'s identity provider.\\n\\n**Common scenario**: If users were previously logging in with Google OAuth and you\\'ve now enabled SSO, you can disable Google authentication to force all users to use SSO.\\n\\nFirst, get the Google OAuth connection ID:\\n\\n```\\n```\\n1 curl --location --request GET \\'https://api.devrev.ai/dev-orgs.auth-connections.list\\' \\\\\\n\\n\\n\\n2 --header",
+        "title": "External identity provider setup | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1005_KNOWLEDGE_NODE-13",
+        "text": "model\\n\\n\\nWhat did we choose?\\nGoogle Workspace (Gsuite)\\n\\nWhy did we choose this?\\nAs mentioned in the IdP section above, I\\xe2\\x80\\x99ve worked a lot with Exchange, Sharepoint, and other Microsoft products and I like the simplicity of the Google Workspace solution. Does it have all of the features of Microsoft 360? No, but it gives us enough of what we need and integrates beautifully with Okta. If we had gone Azure AD on the IdP front, that obviously would have impacted this choice.\\n\\nWhat",
+        "title": "Choosing the Right Systems For Your Startup"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-29",
+        "text": "are some common examples:\\n\\nAzure ADGoogle WorkspaceJump CloudOkta\\n\\n1. Log in to Azure Active Directory and select **Enterprise applications > + New application**.\\n2. Search for \"Azure AD SAML Toolkit\" in the **Browse Azure AD Gallery** and select it.\\n3. Enter DevRev as the name and click **Create**.\\n4. Select **Single sign-on > SAML**.\\n5. Edit the **Basic SAML Configuration** and enter the following parameters.\\n\\n   * **Identifier** (Entity ID):",
+        "title": "External identity provider setup | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-20",
+        "text": "Datacenter AirSync](/docs/integrations/confluence-datacenter)\\n    - [Google Docs](/docs/integrations/google-doc)\\n    - [Google Drive](/docs/integrations/google-drive)\\n    - [Gmail AirSync](/docs/integrations/gmail-airdrop)\\n    - [Monday.com AirSync](/docs/integrations/monday)\\n    - [Intercom AirSync](/docs/integrations/intercom)\\n    - [Figma AirSync](/docs/integrations/figma-airdrop)\\n    - [ServiceNow AirSync](/docs/integrations/servicenow)\\n    - [ServiceNow KB",
+        "title": "External identity provider setup | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-35",
+        "text": "false,\\n\\n\\n\\n6     \"type\": \"samlp\",\\n\\n\\n\\n7     \"sign_in_endpoint\": \"<sign_in_endpoint>\",\\n\\n\\n\\n8     \"connection_name\": \"<connection_name>\",\\n\\n\\n\\n9   }\\n\\n\\n\\n10 }\\n```\\n\\nShow more\\n```\\n\\nImportant\\n\\n* The connection\\\\_name must follow the naming pattern described earlier.\\n* Save the id field from the response\\xe2\\x80\\x94you need it for the next step.\\n* The connection is created with enabled: false by default for security.\\n\\n### Step 2: Enable the authentication connection\\n\\nAfter",
+        "title": "External identity provider setup | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-34",
+        "text": "application/json\\' \\\\\\n\\n\\n\\n4 --data-raw \\'{\\n\\n\\n\\n5   \"type\": \"samlp\",\\n\\n\\n\\n6   \"sign_in_endpoint\": \"<sign_in_endpoint>\",\\n\\n\\n\\n7   \"signing_cert\": \"<signing_cert>\",\\n\\n\\n\\n8   \"connection_name\": \"<connection_name>\",\\n\\n\\n\\n9   \"display_name\": \"<display_name>\"\\n\\n\\n\\n10 }\\'\\n```\\n\\nShow more\\n```\\n\\n**Expected successful response:**\\n\\n```\\n```\\n1 {\\n\\n\\n\\n2   \"auth_connection\": {\\n\\n\\n\\n3     \"id\": \"con_12345678\",\\n\\n\\n\\n4     \"display_name\": \"<display_name>\",\\n\\n\\n\\n5     \"enabled\":",
+        "title": "External identity provider setup | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-30",
+        "text": "urn:auth0:tf-devrev-prod:<connection\\\\_name>\\n   * **Reply URL** (Assertion Consumer Service URL): https://auth.devrev.ai/login/callback?connection=<connection\\\\_name>\\n   * **Sign on URL**: https://app.devrev.ai/<DEV\\\\_ORG\\\\_SLUG>\\n\\n   ![]()\\n\\n   The <connection\\\\_name> must be the same in both parameters and follow the naming pattern described earlier.\\n6. Go to **Copy > SAML Certificates** and save the **App Federation Metadata URL**.\\n7. In the Azure portal, go to the application named",
+        "title": "External identity provider setup | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-4275_KNOWLEDGE_NODE-27",
+        "text": "Documentation](https://support.google.com/cloudidentity/answer/10070793).\\n* Enable contact sharing in directory settings, following guidelines provided by Google.\\n* Ensure the following scopes are added:\\n\\n  + https://www.googleapis.com/auth/cloud-identity.groups.readonly: Required\\n    for groups and group members.\\n  + https://www.googleapis.com/auth/directory.readonly: Required for the People\\n    API.\\n\\nThese steps are necessary only if a non-admin initiates the import before an\\nadmin",
+        "title": "Google Docs | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-15369_KNOWLEDGE_NODE-3",
+        "text": "encapsulating the configuration parameters for a Google Apps\\nauthentication connection.\\n\\nShow 5 properties\\n\\nOR\\n\\noidcobjectRequired\\n\\nObject encapsulating the configuration parameters for an OIDC\\nauthentication connection.\\n\\nShow 5 properties\\n\\nOR\\n\\noktaobjectRequired\\n\\nObject encapsulating the configuration parameters for an Okta\\nauthentication connection.\\n\\nShow 5 properties\\n\\nOR\\n\\nsamlpobjectRequired\\n\\nObject encapsulating the configuration parameters for a",
+        "title": "Create Dev Orgs Auth Connection | DevRev | Docs"
+      },
+      {
+        "id": "ART-1966_KNOWLEDGE_NODE-40",
+        "text": "\\'Authorization: Bearer <your PAT>\\'\\n```\\n```\\n\\nLook for the Google OAuth connection in the response and note its id field.\\n\\nDisable Google authentication:\\n\\n```\\n```\\n1 curl --location --request POST \\'https://api.devrev.ai/dev-orgs.auth-connections.toggle\\' \\\\\\n\\n\\n\\n2 --header \\'Authorization: Bearer <your PAT>\\' \\\\\\n\\n\\n\\n3 --header \\'Content-Type: application/json\\' \\\\\\n\\n\\n\\n4 --data-raw \\'{\\n\\n\\n\\n5   \"id\": \"<GOOGLE_OAUTH_CONNECTION_ID>\",\\n\\n\\n\\n6   \"toggle\": \"disable\"\\n\\n\\n\\n7",
+        "title": "External identity provider setup | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "0f148fcd-ec0b-43d6-b172-32b843a8dbd2",
+    "query": "restrict users from linking opportunities and meetings",
+    "retrievals": [
+      {
+        "id": "ART-15404_KNOWLEDGE_NODE-7",
+        "text": "Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/links/list-post)[#### Count Meetings\\n\\nNext](/api-reference/meetings/count)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Replace Links | DevRev | Docs"
+      },
+      {
+        "id": "ART-13009_KNOWLEDGE_NODE-3",
+        "text": "meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target_object_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links associated with the meeting.\\n\\nmemberslist of stringsOptional\\n\\nFilter for meeting on specified Member Ids.\\n\\nmodeenumOptional\\n\\nThe iteration mode to use, otherwise if not set, then \\xe2\\x80\\x9cafter\\xe2\\x80\\x9d is used.\\n\\nAllowed values: afterbefore\\n\\norganizerlist of",
+        "title": "List Meetings \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-3008_KNOWLEDGE_NODE-2",
+        "text": "meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target_object_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links associated with the meeting.\\n\\nmemberslist of stringsOptional\\n\\nFilter for meeting on specified Member Ids.\\n\\nmodeenumOptional\\n\\nThe iteration mode to use, otherwise if not set, then \\xe2\\x80\\x9cafter\\xe2\\x80\\x9d is used.\\n\\nAllowed values: afterbefore\\n\\norganizerlist of",
+        "title": "List Meetings (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-13009_KNOWLEDGE_NODE-2",
+        "text": "stringsOptional\\n\\nFilters for meetings created by the specified user(s).\\n\\ncursorstringOptional`format: \"text\"`\\n\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\n\\nexternal_reflist of stringsOptional\\n\\nFilters for meetings with the provided external_ref(s).\\n\\nlimitintegerOptional\\n\\nThe maximum number of meetings to return.\\n\\nlinks.link_typestringOptional`format: \"text\"`\\n\\nFilters for link type in links associated with the",
+        "title": "List Meetings \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15422_KNOWLEDGE_NODE-5",
+        "text": "return.\\n\\nlinks.link\\\\_typestringOptional`format: \"text\"`\\n\\nFilters for link type in links associated with the meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target\\\\_object\\\\_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links associated with the meeting.\\n\\nmemberslist of stringsOptional\\n\\nFilter for meeting on specified Member Ids.\\n\\nmodeenumOptional\\n\\nThe iteration mode to use,",
+        "title": "List Meetings | DevRev | Docs"
+      },
+      {
+        "id": "ART-1834_KNOWLEDGE_NODE-456",
+        "text": "set, then \"after\" is used.\\nAllowed values: after before\\nopportunity.account string Optional\\nFilters for opportunities belonging to any of the provided accounts.\\nopportunity.contacts string Optional\\nFilters for opportunities with any of the provided contacts.\\nopportunity.subtype string Optional\\nFilters for opportunity with any of the provided subtypes.\\nowned_by string Optional\\nFilters for work owned by any of these users.\\nreported_by string Optional\\nFilters for work reported by any of",
+        "title": "Delete \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-3008_KNOWLEDGE_NODE-1",
+        "text": "user(s).\\n\\ncursorstringOptional`format: \"text\"`\\n\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\n\\ncustom_fieldsobjectOptional\\n\\nFilters for meeting on custom fields.\\n\\nexternal_reflist of stringsOptional\\n\\nFilters for meetings with the provided external_ref(s).\\n\\nlimitintegerOptional\\n\\nThe maximum number of meetings to return.\\n\\nlinks.link_typestringOptional`format: \"text\"`\\n\\nFilters for link type in links associated with the",
+        "title": "List Meetings (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1575_KNOWLEDGE_NODE-449",
+        "text": "opportunities with any of the provided contacts.\\nopportunity.subtype string Optional\\nFilters for opportunity with any of the provided subtypes.\\nowned_by string Optional\\nFilters for work owned by any of these users.\\nreported_by string Optional\\nFilters for work reported by any of these users.\\nsort_by string Optional\\nFields to sort the work items by and the direction to sort them.\\nstage.name string Optional\\nFilters for records in the provided stage(s) by name.\\nstaged_info.is_staged",
+        "title": "Delete \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1821_KNOWLEDGE_NODE-446",
+        "text": "opportunities with any of the provided contacts.\\nopportunity.subtype string Optional\\nFilters for opportunity with any of the provided subtypes.\\nowned_by string Optional\\nFilters for work owned by any of these users.\\nreported_by string Optional\\nFilters for work reported by any of these users.\\nsort_by string Optional\\nFields to sort the work items by and the direction to sort them.\\nstage.name string Optional\\nFilters for records in the provided stage(s) by name.\\nstaged_info.is_staged",
+        "title": "Delete \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15416_KNOWLEDGE_NODE-2",
+        "text": "created by the specified user(s).\\n\\nexternal\\\\_reflist of stringsOptional\\n\\nFilters for meetings with the provided external\\\\_ref(s).\\n\\nlinks.link\\\\_typestringOptional`format: \"text\"`\\n\\nFilters for link type in links associated with the meeting.\\n\\nlinks.targetstringOptional`format: \"id\"`\\n\\nFilters for target id in links associated with the meeting.\\n\\nlinks.target\\\\_object\\\\_typestringOptional`format: \"text\"`\\n\\nFilters for target object type in links associated with the",
+        "title": "Count Meetings | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "15acf954-22c2-4860-8fbb-e7e6dcc5c8c8",
+    "query": "connect WhatsApp Business with DevRev",
+    "retrievals": [
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-25",
+        "text": "for you to manage all your customer conversations in one place. By adding WhatsApp to DevRev, you can streamline your support and offer a smoother experience to your customers.\\n\\nFor detailed information about WhatsApp for Business, refer to [WhatsApp Business Platform - Documentation](https://developers.facebook.com/docs/whatsapp/overview)\\n\\nPrerequisites\\n-------------\\n\\n1. **Create a business account:** Ensure you have a [Business Account](https://business.facebook.com/overview) in Meta",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-30",
+        "text": "phone number to sync WhatsApp messages sent to the business with DevRev Inbox.\\n4. **Register for WhatsApp webhook:** In the **Discussion** tab, enter **/whatsapp** to register to the WhatsApp webhook URL to receive WhatsApp messages in the DevRev Inbox.\\n5. **Use template messages:** As per WhatsApp policies, template messages are required to communicate with customers once 24 hours have passed since their last message. To ensure continuity in customer conversations, the following template",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-27",
+        "text": "work with 360dialog for WhatsApp Integration. If you have an existing WhatsApp for Business Account, follow the steps to [migrate to 360dialog](https://docs.360dialog.com/partner/account-setup/migrating-phone-numbers).\\n\\nInstalling the WhatsApp snap-in\\n-------------------------------\\n\\nTo use this snap-in, you\\'ll need to connect your WhatsApp with Business API with DevRev.\\n\\n1. Install [WhatsApp](/marketplace/whatsapp) from the DevRev marketplace.\\n2. Select the workspace to install the",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-24",
+        "text": "[Limitations](#limitations)\\n* [Set up the snap-in](#set-up-the-snapin)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Integrate](/docs/integrate)\\n[WhatsApp](/docs/integrations/whatsapp)\\n\\nWhatsApp\\n========\\n\\nUsing DevRev, you can connect with your customers through WhatsApp. This new communication channel allows your customers to reach out with their questions and concerns directly on WhatsApp. The messages from WhatsApp seamlessly appear in your DevRev Inbox, making it easy",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-28",
+        "text": "snap-in, confirm installation, and click **Deploy snap-in**.\\n\\nLimitations\\n-----------\\n\\n* Group Conversations are not supported by WhatsApp for Business API.\\n* If you do not respond to the customer\\xe2\\x80\\x99s message within 24 hours, you can only respond to the conversation using Meta-approved template messages.\\n\\nSet up the snap-in\\n------------------\\n\\nFollow these steps to ensure WhatsApp messages sent to your business are synced with the DevRev Inbox.\\n\\n1. **Install the snap-in:**",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-29",
+        "text": "Install the WhatsApp snap-in from the marketplace as mentioned above.\\n2. **Create a connection:** In the **Connections** tab, add your existing connection or create a new connection.\\n   * Give your connection a name, and ensure that you completed the required steps in the prerequisites.\\n   * Click **Connect**.\\n   * Open the dialog and follow the process to finish creating a connection.\\n\\n     ![]()\\n3. **Configure business phone number:** In the **Configuration** tab, enter the business",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-26",
+        "text": "Business Manager. For detailed information, refer to [creating a Business Account](https://m.facebook.com/help/1710077379203657) in Meta Business Manager.\\n2. **Number compatibility:** Ensure the designated number isn\\'t linked to another WhatsApp account. If it is, either delete that account or [migrate your number](https://developers.facebook.com/docs/whatsapp/cloud-api/get-started/migrate-existing-whatsapp-number-to-a-business-account/) to a business account.\\n3. **Partner integration:** We",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-23",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Prerequisites](#prerequisites)\\n* [Installing the WhatsApp snap-in](#installing-the-whatsapp-snapin)\\n*",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2029_KNOWLEDGE_NODE-0",
+        "text": "b'WhatsApp | Integrate | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +",
+        "title": "WhatsApp | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2002_KNOWLEDGE_NODE-27",
+        "text": "Plug, email, and WhatsApp) can be matched to the right customer record.\\n\\n![]()\\n\\nYou can create a contact using DevRev's rev-users.create API. Follow the [Create accounts and contacts in DevRev](https://developer.devrev.ai/beta/guides/create-accounts-and-contacts-in-dev-rev) tutorial.\\n\\n### Bulk import customer records\\n\\nTo bulk import customer records, see [Account and contact import](/docs/product/account-contact-import).\\n\\nYou can also use [AirSync](https://docs.devrev.ai/import) to",
+        "title": "Contacts | Computer for Growth Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "9a4adb6b-b6f7-430a-a599-07aea5d4c365",
+    "query": "API for Incident Ticket creation",
+    "retrievals": [
+      {
+        "id": "ART-4127_KNOWLEDGE_NODE-0",
+        "text": "b'Create Incident | 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)[incidents](/beta/api-reference/incidents/create)\\n\\nCreate Incident\\n===============\\n\\nBeta\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/incidents.create\\n\\nPOST\\n\\n/incidents.create\\n\\ncURL\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/incidents.create \\\\ |\\n| > | -H \"Authorization: Bearer",
+        "title": "Create Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-4127_KNOWLEDGE_NODE-1",
+        "text": "<token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{ |\\n| > | \"title\": \"string\" |\\n| > | }\\' |\\n```\\n\\n[Try it](/beta/api-reference/incidents/create?explorer=true)\\n\\n201Created\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"incident\": { |\\n| 3 | \"id\": \"string\", |\\n| 4 | \"title\": \"string\", |\\n| 5 | \"acknowledged_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 6 | \"actual_close_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 7 | \"applies_to_parts\": [ |\\n| 8 | { |\\n| 9 | \"display_id\":",
+        "title": "Create Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-12390_KNOWLEDGE_NODE-29",
+        "text": "Ticket | Creates a new ticket in DevRev. | * Ticket details like title, body, applies\\\\_to\\\\_part, etc. * subtype: (Optional) Ticket subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields | Created ticket object |\\n| Convert Conversation To Ticket | Converts a conversation to a ticket. | * conversation\\\\_id: ID of the conversation to convert | ticket\\\\_id: ID of the created ticket |\\n\\nObject retrieval\\n----------------\\n\\n| Operation | Description | Input",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-4126_KNOWLEDGE_NODE-0",
+        "text": "b'Get Incident (POST) | 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)[incidents](/beta/api-reference/incidents/create)\\n\\nGet Incident (POST)\\n===================\\n\\nBeta\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/incidents.get\\n\\nPOST\\n\\n/incidents.get\\n\\ncURL\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/incidents.get \\\\ |\\n| > | -H \"Authorization: Bearer",
+        "title": "Get Incident (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-4127_KNOWLEDGE_NODE-15",
+        "text": "\"string\" |\\n| 258 | } |\\n| 259 | ], |\\n| 260 | \"target_close_date\": \"2023-01-01T12:00:00.000Z\" |\\n| 261 | } |\\n| 262 | } |\\n```\\n\\nCreates an incident.\\n\\n### Headers\\n\\nAuthorizationstringRequired\\n\\nBearer authentication of the form `Bearer <token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\ntitlestringRequired`format: \"text\"`\\n\\nTitle of the incident.\\n\\nacknowledged\\\\_datestringOptional`format: \"date-time\"`\\n\\nTimestamp when the incident was",
+        "title": "Create Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-4133_KNOWLEDGE_NODE-0",
+        "text": "b'Update Incident | 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)[incidents](/beta/api-reference/incidents/create)\\n\\nUpdate Incident\\n===============\\n\\nBeta\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/incidents.update\\n\\nPOST\\n\\n/incidents.update\\n\\ncURL\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/incidents.update \\\\ |\\n| > | -H \"Authorization: Bearer",
+        "title": "Update Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-2033_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Instabug | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1801_KNOWLEDGE_NODE-168",
+        "text": "Create.\\n\\nPOST https:// api.devrev.ai / incidents.create\\nCreates an incident.\\nRequest.\\n\\nThis endpoint expects an object.\\ntitle string Required\\nTitle of the incident.\\nacknowledged_date datetime Optional\\nTimestamp when the incident was acknowledged.\\napplies_to_parts list of strings Optional\\nParts to which the incident is applicable to.\\nartifacts list of strings Optional\\nArtifacts attached to the incident.\\nbody string Optional\\nBody of the incident.\\ncustom_fields map from strings to",
+        "title": "Get \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4128_KNOWLEDGE_NODE-0",
+        "text": "b'Get Incident | 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)[incidents](/beta/api-reference/incidents/create)\\n\\nGet Incident\\n============\\n\\nBeta\\n\\nCopy page\\n\\nGET\\n\\nhttps://api.devrev.ai/incidents.get\\n\\nGET\\n\\n/incidents.get\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -G https://api.devrev.ai/incidents.get \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\ |\\n| > | -d id=id",
+        "title": "Get Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-1803_KNOWLEDGE_NODE-167",
+        "text": "Create.\\n\\nPOST https:// api.devrev.ai / incidents.create\\nCreates an incident.\\nRequest.\\n\\nThis endpoint expects an object.\\ntitle string Required\\nTitle of the incident.\\nacknowledged_date datetime Optional\\nTimestamp when the incident was acknowledged.\\napplies_to_parts list of strings Optional\\nParts to which the incident is applicable to.\\nartifacts list of strings Optional\\nArtifacts attached to the incident.\\nbody string Optional\\nBody of the incident.\\ncustom_fields map from strings to",
+        "title": "List \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "5f5bfe6b-5d49-4bd2-936a-73bebb960fae",
+    "query": "mark fields as readable from backend",
+    "retrievals": [
+      {
+        "id": "ART-17232_KNOWLEDGE_NODE-8",
+        "text": "fields |\\n\\n### Custom and stock fields transformation methods\\n\\n| Method | Description | Requirements |\\n| --- | --- | --- |\\n| `use_rich_text` | Produces a rich text field | External field must be of type `rich_text` |\\n\\n### Constructed custom fields transformation methods\\n\\n| Method | Description | Requirements |\\n| --- | --- | --- |\\n| `construct_text_field` | Produces a text field | External field must be of type text |\\n\\n### Universal transformation method\\n\\n| Method | Description |",
+        "title": "Mapping reasons | DevRev | Docs"
+      },
+      {
+        "id": "ART-17230_KNOWLEDGE_NODE-0",
+        "text": "b'Rich text fields | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\nOn this page\\n\\n* [Rich text mentions](/airsync/data-model/rich-text-fields#rich-text-mentions)\\n* [Importing articles](/airsync/data-model/rich-text-fields#importing-articles)\\n* [Managing permissions](/airsync/data-model/rich-text-fields#managing-permissions)\\n* [Inline attachments](/airsync/data-model/rich-text-fields#inline-attachments)\\n* [Links to other",
+        "title": "Rich text fields | DevRev | Docs"
+      },
+      {
+        "id": "ART-15510_KNOWLEDGE_NODE-17",
+        "text": "server. Input views such as password text fields are automatically masked.\\n\\nWhile the auto-masking feature is sufficient for most situations, you can manually mark or unmark additional views as sensitive.\\n\\nTo mark elements as sensitive inside a web view (`WebView`), apply the `devrev-mask` CSS class. To unmark them, use `devrev-unmask`.\\n\\n* Mark an element as masked:\\n\\n  ```\\n  |  |  |\\n  | --- | --- |\\n  | 1 | <label class=\"devrev-mask\">OTP: 12345</label> |\\n  ```\\n* Mark an element as",
+        "title": "Features | DevRev | Docs"
+      },
+      {
+        "id": "ART-17230_KNOWLEDGE_NODE-5",
+        "text": "about products, services, and processes.\\nThey support both Markdown and HTML formats.\\n\\nArticles can include mentions to artifacts and other articles. Inline attachments must map to artifacts,\\nand article links must map to articles.\\n\\n### Managing permissions\\n\\nArticle permissions are managed through the `shared_with` field, which can reference users, groups, and platform groups.\\nRefer to the [permissions](/public/airsync/data-model/permissions) for more details.\\n\\n### Inline",
+        "title": "Rich text fields | DevRev | Docs"
+      },
+      {
+        "id": "ART-17230_KNOWLEDGE_NODE-14",
+        "text": "\\xe2\\x80\\x9cdocuments\\xe2\\x80\\x9d).\\nThe platform replaces the mention with the corresponding DevRev article ID and adds the appropriate href attribute.\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/airsync/supported-object-types)[#### Permissions\\n\\nNext](/airsync/data-model/permissions)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Rich text fields | DevRev | Docs"
+      },
+      {
+        "id": "ART-12453_KNOWLEDGE_NODE-23",
+        "text": "provides an auto-masking feature that masks data before sending to the server. Input views such as text fields, text views, and web views are automatically masked.\\n\\nWhile the auto-masking feature may be sufficient for most situations, you can manually mark additional views as sensitive using the following method:\\n\\n[code]\\n\\n    1| DevRev.markSensitiveViews(_:)  \\n    ---|---\\n[/code]  \\n  \\nIf any previously masked views need to be unmasked, you can use the following method:\\n\\n[code]\\n\\n",
+        "title": "Features \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-12456_KNOWLEDGE_NODE-18",
+        "text": "protect sensitive data, the DevRev SDK provides an auto-masking feature that masks data before sending to the server. Input views such as text fields, text views, and web views are automatically masked.\\n\\nWhile the auto-masking feature may be sufficient for most situations, you can manually mark additional views as sensitive using the following method:\\n\\n[code]\\n\\n    1| DevRev.markSensitiveViews(tags: any[])  \\n    ---|---\\n[/code]  \\n  \\nIf any previously masked views need to be unmasked,",
+        "title": "Features \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-17230_KNOWLEDGE_NODE-7",
+        "text": "src=\"don:core:dvrv-us-1:devo/0:artifact/1\" alt=\"Alt Text\"/> |\\n```\\n\\nThe following Markdown example shows an inline attachment:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | ![Alt Text](don:core:dvrv-us-1:devo/0:artifact/1) |\\n```\\n\\nLet\\xe2\\x80\\x99s say the content of your external system looks like this:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | <p> |\\n| 2 | This is an article with one image. |\\n| 3 | </p> |\\n| 4 | <p> |\\n| 5 | <img src=\"https://devrev.zendesk.com/hc/article_attachments/29908544740244\"",
+        "title": "Rich text fields | DevRev | Docs"
+      },
+      {
+        "id": "ART-17230_KNOWLEDGE_NODE-1",
+        "text": "articles](/airsync/data-model/rich-text-fields#links-to-other-articles)\\n\\n[AirSync](/airsync)[Data model](/airsync/data-model/rich-text-fields)\\n\\nRich text fields\\n================\\n\\nCopy page\\n\\nRich text in DevRev enables formatted text fields with mentions, used for issue descriptions or conversation bodies.\\n\\nA simple rich text looks like one markdown string wrapped in an array:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | [\"Hello **world**!\"] |\\n```\\n\\nMarkdown must conform to [CommonMark",
+        "title": "Rich text fields | DevRev | Docs"
+      },
+      {
+        "id": "ART-15513_KNOWLEDGE_NODE-36",
+        "text": "Input views such as text fields, text views, and web views are automatically masked.\\n\\nWhile the auto-masking feature may be sufficient for most situations, you can manually mark/unmark additional views as sensitive.\\n\\nThe SDK provides two approaches to manually mask or unmask your views, using a set of predefined tags or using the API methods.\\n\\n#### Mask using predefined tags\\n\\n##### \\n\\nUse the tag method only when you don\\xe2\\x80\\x99t have any other tag already applied to your UI",
+        "title": "Features | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "30eafcd8-2a68-4e61-85f7-63af6da417a8",
+    "query": "enable or configure Turing AI agent",
+    "retrievals": [
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-26",
+        "text": "[articles](./articles) for more information.\\n\\nOnce you have added your knowledge base, Turing can be switched on in two modes: suggestion or auto-response. You can configure Turing in **Settings > Turing Answers** and turn on the **Turing Answers** toggle.\\n\\nSuggest-only mode\\n-----------------\\n\\nComputer only suggests an answer to the user query. A support agent can accept or make edits to the answer, then send it to the user.\\n\\nContent-powered mode\\n--------------------\\n\\nComputer",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-24",
+        "text": "(Beta)](#goaloriented-mode-beta)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support Teams](/docs/product/support)\\n[Turing AI agent](/docs/product/conversational-bot)\\n\\nComputer for Your Customers and Turing\\n======================================\\n\\nUsing Turing, Computer can be used to deflect user queries in conversation or to suggest articles from your knowledge base for resolving tickets. It will try to answer customer queries based on the articles and QA pairs provided in the",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-28",
+        "text": "Computer either creates a ticket or routes the conversation using the relevant routing rule.\\n\\n![]()\\n\\nGoal-oriented mode (Beta)\\n-------------------------\\n\\nThe goal-oriented agent allows users to create complete workflows triggered by their actions.\\n\\nGoal-oriented mode is currently in beta. Contact our support team for more information.\\n\\n[PreviousCollections](/docs/product/collection)[NextBest practices for documentation that supports AI](/docs/product/writing-bp)\\n\\n#### On this",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-23",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Suggest-only mode](#suggestonly-mode)\\n* [Content-powered mode](#contentpowered-mode)\\n* [Goal-oriented mode",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-0",
+        "text": "b\"Turing AI agent | Computer for Support Teams | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CMD`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-12",
+        "text": "Node](/docs/automations/search-node)\\n    - [Sentiment evaluator](/docs/automations/sentiment-evaluator)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Real-time sentiment evaluator](/docs/automations/realtime-sentiment-evaluator)\\n    - [Send customized emails](/docs/automations/send-emails)\\n    - [StageFlow automator](/docs/automations/stageflow-automator)\\n    - [Smart issue creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-29",
+        "text": "page\\n\\n* [Suggest-only mode](#suggestonly-mode)\\n* [Content-powered mode](#contentpowered-mode)\\n* [Goal-oriented mode (Beta)](#goaloriented-mode-beta)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-25",
+        "text": "Knowledge base, while keeping a support agent subscribed to conversations. If it cannot answer a certain query or you request it to connect to the team, it will redirect it to the default owner of the conversation.\\n\\nWhen looking for a source to inform its answer, it will prioritize the QA pairs, which are intended to serve as definitive answers to commonly repeated questions.\\n\\n![]()\\n\\nFor Computer to suggest articles, you need to add articles to your DevRev instance. Refer to",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-31",
+        "text": "Program](/partners)\\n* [Startups Program](/startups)\\n* [Gr.ai.ce](/graice)\\n\\n* [Security](https://security.devrev.ai/)\\n* [SLA](/legal/sla)\\n* [DPA](/legal/dpa)\\n* [Subprocessors](/security/sub-processors)\\n* [Cookie Policy](/legal/cookie-policy)\\n* [Privacy Policy](/legal/privacy-policy)\\n* [Terms of Service](/legal/terms-of-service)\\n\\n[System Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n![]()\"",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-30",
+        "text": "Insights](/for-user-insights)\\n* [Marketplace](https://marketplace.devrev.ai/)\\n\\nResources\\n\\n* [Blog](/blog)\\n* [Our Customers](/case-study)\\n* [Snap-In Extensions](https://developer.devrev.ai/public/snapin-development/concepts)\\n* [DevRevU training](/docs/DevRevU)\\n* [Documentation](https://docs.devrev.ai/)\\n* [API References](https://docs.devrev.ai/api/)\\n\\nCompany\\n\\n* [About](/about)\\n* [Events](/events)\\n* [Careers](/careers)\\n* [What Why How](/what-why-how)\\n\\nInitiatives\\n\\n* [Partner",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "d5c89771-38ee-4ef6-8171-99b10fdd1ae3",
+    "query": "how to make MIS report with available data on DevRev",
+    "retrievals": [
+      {
+        "id": "ART-1963_KNOWLEDGE_NODE-15",
+        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n",
+        "title": "Accessing DevRev | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1963_KNOWLEDGE_NODE-4",
+        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to",
+        "title": "Accessing DevRev | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-2046_KNOWLEDGE_NODE-15",
+        "text": "[Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    - [Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment",
+        "title": "DevRev for Jira app | Jira Software AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-15792_KNOWLEDGE_NODE-9",
+        "text": "information sharing and reporting by converging support, product and user data in one shared view.\\n\\nAutomated knowledge base management: AI agents remember successful resolutions and instantly apply them to future issues, reducing customer wait time.\\n\\nSource: [DevRev Support](https://devrev.ai/support)BuildWhat is DevRev Build?\\n\\nDevRev Build is a full-featured product development platform built for modern businesses and trusted by leading organizations\\n\\nKey Features:\\n\\nAuto-generate",
+        "title": "DevRev Products and Agents"
+      },
+      {
+        "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 can also search for reports and find more on the **Explore** page.\\n\\n![]()\\n\\n### Create\\n\\nYou can create your own reports by adding a name, description, and creating widgets. Here, you'll also be able to preview your report and make any necessary",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-3208_KNOWLEDGE_NODE-31",
+        "text": "Select the import you want to view.\\n3. Select the context menu (\\xe2\\x8b\\xae) > **View Report**.\\n\\n### Periodic sync\\n\\nAfter successfully importing to DevRev, you have the option to enable a periodic sync. This allows for automatic synchronization with DevRev on a regular basis. By default, the sync occurs once an hour.\\n\\nTo configure periodic sync, follow these steps:\\n\\n1. Go to **Settings** > **Integrations** > **AirSyncs**.\\n2. Locate the previously imported project.\\n3. Select the",
+        "title": "DevRev AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2046_KNOWLEDGE_NODE-4",
+        "text": "analytics](/docs/product/support-analytics)\\n\\n    - [Conversation insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  +",
+        "title": "DevRev for Jira app | Jira Software AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-738_KNOWLEDGE_NODE-8",
+        "text": "purchase a product, you consider the need, cost, runway, future needs, etc.\\n\\nNow, say you want to prioritize which work you should focus on and deliver in the next sprint. You\\xe2\\x80\\x99d need information about other items in-flight, staff workload, customer impact of items, dependent opportunities, and a lot of additional data.\\n\\nWith DevRev, we have the full context and can use that to feed into the models. With the other point systems, you\\xe2\\x80\\x99d need to consolidate somewhere",
+        "title": "DevRev | Built for AI (not by AI... yet)"
+      },
+      {
+        "id": "ART-15687_KNOWLEDGE_NODE-26",
+        "text": "For example, to find opportunities data, search for opportunity and select the dim\\\\_opportunity dataset.\\n4. Write a SQL query and run it.\\n\\nTesting your query in Notebook ensures you have the correct dataset for your visualization.\\n\\n* **Access the widget builder**:\\n\\nGo to the widget builder by modifying your DevRev workspace URL. For example, your\\\\_workspace\\\\_slug/widget-preview.\\nThe builder provides a boilerplate code that you can modify.\\n\\n![]()\\n\\n* **Define your dataset (Oasis",
+        "title": "Dashboards | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-15792_KNOWLEDGE_NODE-11",
+        "text": "to maintain visibility of resource allocation even as you scale\\n\\nProduct 360 Analytics: Enhance customer experience, product velocity, and developer productivity with robust Product 360 analytics\\n\\nCustomer-focused Development: Make development customer-focused with sprints that adapt to customer requirements\\n\\nSource: [DevRev Build](https://devrev.ai/build)User ObservabilityWhat is DevRev User Observability?\\n\\nDevRev User Observability helps you gain a clear window into your user journeys",
+        "title": "DevRev Products and Agents"
+      }
+    ]
+  },
+  {
+    "query_id": "ed5940c0-01b1-45bc-8489-dccca3575588",
+    "query": "populate Timeline Comment Created trigger for a ticket object",
+    "retrievals": [
+      {
+        "id": "ART-1277_KNOWLEDGE_NODE-6",
+        "text": "objects of type\\n   **Issue** or **Ticket** are created in DevRev.\\n2. **Text command**: This manual trigger is achieved by utilizing a slash\\n   command in the **Discussions** tab of the objects that support this feature.\\n\\n#### Action\\n\\nTo implement the desired action of adding a comment to the object timeline, it\\nis essential to identify the appropriate [API]\\nfor this task. In this scenario, the `/timeline-entries.create` API is the\\ndesignated choice for executing the action of adding a",
+        "title": "Snap-in triggered by a DevRev event | DevRev | Docs"
+      },
+      {
+        "id": "ART-1265_KNOWLEDGE_NODE-9",
+        "text": "timeline of an issue/ticket using the `timeline-entries.create` API with different visibilities. You can now use this to create comments on timeline using automation or manually based on your use case.\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/guides/webhooks)[#### Object customization\\n\\nNext](/guides/object-customization)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n![]()'",
+        "title": "Restricted messages on a timeline | DevRev | Docs"
+      },
+      {
+        "id": "ART-1425_KNOWLEDGE_NODE-2",
+        "text": "id=don:core:dvrv-us-1:devo/example:ticket/123:comment/comment-id\\n[/code]  \\n  \\nTry it\\n\\n200getExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"timeline_entry\": {  \\n    3|     \"created_by\": {  \\n    4|       \"display_id\": \"foo\",  \\n    5|       \"id\": \"foo\",  \\n    6|       \"display_name\": \"foo\",  \\n    7|       \"display_picture\": {  \\n    8|         \"display_id\": \"foo\",  \\n    9|         \"id\": \"foo\",  \\n    10|         \"file\": {  \\n    11|           \"type\": \"foo\",  \\n    12|",
+        "title": "Get Timeline Entry \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1471_KNOWLEDGE_NODE-9",
+        "text": "}\\n[/code]  \\n  \\nYou can check the object to which you sent a message in the UI. It\\xe2\\x80\\x99s visible to the creator and the users you added in `private_to`.\\n\\n## Summary\\n\\nIn this tutorial, you learned how to post a comment on the timeline of an issue/ticket using the `timeline-entries.create` API with different visibilities. You can now use this to create comments on timeline using automation or manually based on your use case.\\n\\nWas this page helpful?YesNo\\n\\n[SDKsUp",
+        "title": "Restricted messages on a timeline \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4184_KNOWLEDGE_NODE-28",
+        "text": "relationships.\\n\\n![]()\\n\\n* Comments synchronize only between directly linked items.\\n* Editing a comment after synchronization does not update the synchronized copies.\\n* Ticket threads are not fully supported yet. DevRev supports only one level of nesting; threaded comments in tickets are supported as flat items.\\n\\n[PreviousTicket approval workflow](/docs/automations/ticket-approval-workflow)[NextSlack message agent](/docs/automations/slack-message-agent)\\n\\n#### On this page\\n\\n* [Key",
+        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1227_KNOWLEDGE_NODE-6",
+        "text": "|\\n```\\n\\nCreates a new entry on an object\\'s timeline.\\n\\n### Headers\\n\\nAuthorizationstringRequired\\n\\nBearer authentication of the form `Bearer <token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\ntimeline\\\\_commentobjectRequired\\n\\nShow 9 properties\\n\\n### Response\\n\\nThe response to creating a timeline entry for an object.\\n\\ntimeline\\\\_entryobject\\n\\nShow 1 variants\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized",
+        "title": "Create Timeline Entry | DevRev | Docs"
+      },
+      {
+        "id": "ART-4184_KNOWLEDGE_NODE-13",
+        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
+        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4184_KNOWLEDGE_NODE-24",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Key features](#key-features)\\n* [Installation and configuration](#installation-and-configuration)\\n* [Prerequisites](#prerequisites)\\n* [Setup steps](#setup-steps)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n\\nTicket linked issues comment sync\\n=================================\\n\\nThe **Ticket Linked",
+        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1227_KNOWLEDGE_NODE-1",
+        "text": "\\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/timeline-entries/create?explorer=true)\\n\\n201Created\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"timeline_entry\": { |\\n| 3 | \"created_by\": { |\\n| 4 | \"display_id\": \"string\", |\\n| 5 | \"id\": \"string\", |\\n| 6 | \"display_name\": \"string\", |\\n| 7 | \"display_picture\": { |\\n| 8 | \"display_id\": \"string\", |\\n| 9 | \"id\": \"string\", |\\n| 10 | \"file\": {",
+        "title": "Create Timeline Entry | DevRev | Docs"
+      },
+      {
+        "id": "ART-1435_KNOWLEDGE_NODE-2",
+        "text": "\"Content-Type: application/json\" \\\\  \\n    >|      -d \\'{  \\n    >|   \"id\": \"don:core:dvrv-us-1:devo/example:ticket/123:comment/comment-id\"  \\n    >| }\\'\\n[/code]  \\n  \\nTry it\\n\\n200timelineEntriesGetPostExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"timeline_entry\": {  \\n    3|     \"created_by\": {  \\n    4|       \"display_id\": \"foo\",  \\n    5|       \"id\": \"foo\",  \\n    6|       \"display_name\": \"foo\",  \\n    7|       \"display_picture\": {  \\n    8|         \"display_id\": \"foo\",  \\n",
+        "title": "Get Timeline Entry (POST) \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "3abb74c9-639f-4252-955c-3cfaa8bf6795",
+    "query": "DevRev Bot groups created from airdrops",
+    "retrievals": [
+      {
+        "id": "ART-1591_KNOWLEDGE_NODE-149",
+        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
+        "title": "Create \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1605_KNOWLEDGE_NODE-149",
+        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
+        "title": "Create \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1649_KNOWLEDGE_NODE-149",
+        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
+        "title": "Create \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1651_KNOWLEDGE_NODE-149",
+        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
+        "title": "Create \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1822_KNOWLEDGE_NODE-149",
+        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
+        "title": "Create \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1832_KNOWLEDGE_NODE-149",
+        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
+        "title": "Create \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1300_KNOWLEDGE_NODE-153",
+        "text": "iteration starts from the beginning.\\ngroup_type \"dynamic\" or \"static\" Optional\\nFilters the groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the",
+        "title": "Create \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1637_KNOWLEDGE_NODE-149",
+        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
+        "title": "Delete \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1821_KNOWLEDGE_NODE-149",
+        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
+        "title": "Delete \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1824_KNOWLEDGE_NODE-149",
+        "text": "groups based on the group type.\\nAllowed values: dynamic static\\ningestion_source \"airdrop\" or \"scim\" Optional\\nFilter groups by ingestion source(s).\\nAllowed values: airdrop scim\\nis_default boolean Optional\\nWhether to fetch default or custom groups.\\nlimit integer Optional\\nThe maximum number of groups to return. The default is \\'50\\'.\\nmember_type \"dev_user\" or \"rev_user\" Optional\\nFilters the groups on basis of member type.\\nAllowed values: dev_user rev_user\\nmode \"after\" or \"before\"",
+        "title": "Delete \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "a15290e1-d40b-4422-b5ea-170576843e89",
+    "query": "SLA for Next Response stop when stage is moved back to Awaiting Customer",
+    "retrievals": [
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-28",
+        "text": "transitions from *new* to *waiting on user*. When a customer responds back to support, the stage transitions to *needs response*.\\n\\n  Towards the end of the conversation when the resolution is expected to be valid, the customer experience engineer asks the customer to acknowledge their concerns have been resolved. When the customer experience engineer asks this question the stage transitions to *waiting on user*, and if they validate it moves to *needs response* for the customer experience",
+        "title": "Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-43",
+        "text": "*awaiting customer response* until the customer responds.\\n\\n  In certain scenarios, the customer experience engineer may be able to resolve the customer's concern. If that's the case, they would ask the customer if their resolution has resolved their concern and the stage would move to the *awaiting customer response*. Once the concern is resolved and the customer acknowledges the resolution, the stage may move to *resolved*. If the concern isn't resolved, the stage may change back to *work in",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-32",
+        "text": "have been completed the stage transitions to *needs response* to bring to the customer experience engineer's attention. Upon review they may put the conversation back on *hold* to re-escalate the item. If the dependencies seem to be resolved the customer experience engineer responds to the customer and the stage transitions to *waiting on user*.\\n\\n**Closed**\\n\\n* *Resolved* (R)\\n\\n  The final target stage for conversations. It means that the customer's concerns which led to the conversation",
+        "title": "Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-30",
+        "text": "stage.\\n* *Needs response* (NR)\\n\\n  The customer has responded; the customer experience engineer needs to review the item and respond or resolve the issue if the user requests or validates the fix. When a customer experience engineer responds the stage transitions to *waiting on user*.\\n\\n  In certain cases it may be necessary to escalate the item internally where the conversation may depend on tickets, issues, or a response from someone other than themselves. In this case the stage",
+        "title": "Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-40",
+        "text": "conversation moves to any stage except Waiting on User |\\n\\nViewing SLAs\\n------------\\n\\nThe SLA targets applied to a particular conversation can be viewed in the **Inbox** and the **Conversation Detailed** view. For a ticket in any of the ticket vistas.\\n\\nWhen there are two active metrics, vista displays the one closest to the breach. In the case of a conversation where both the first response and full resolution metrics are active, and the first response is due in five minutes but the full",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "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| --- | --- | --- | --- | --- | --- |\\n| First response time | The first message sent by a customer | Conversation created | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-41",
+        "text": "resolution is due in one day, the vista displays five minutes. In the case where the first response isn't provided within five minutes, the timer displays negative values (such as -10m), which indicates that it's been 10 minutes since the first response was due. Conversations or tickets can also be grouped by SLA stages.\\n\\nIn the **Detailed View**, all metrics applied to the ticket or conversation can be viewed along with their current stage.\\n\\nFiltering tickets by Next SLA",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-27",
+        "text": "Periodically group the **Inbox** by stage and make sure there conversations only in *hold* or *awaiting customer response* stages.\\n* Let the customer know when a ticket linked to a conversation is closed and request their verification.\\n* Once all tickets of a conversation are resolved and the customer is satisfied, resolve the conversation.\\n* Move new tickets to the *awaiting product assist* stage.\\n\\nRespond to conversations\\n------------------------\\n\\n* Respond as fast as possible to any",
+        "title": "Support best practices | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-39",
+        "text": "marked as spam |  |  |\\n| Next response time |  | A new message on the conversation with the customer after the customer experience engineer replied | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is marked as spam |  |  |\\n| Full resolution time |  | Conversation created | * The conversation has moved to the Resolved/Archived  * The conversation is marked as spam | The conversation is moved to Waiting on User | The",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-44",
+        "text": "progress* as the customer experience engineer continues to work on it.\\n* *Awaiting product assist* (APA)\\n\\n  The customer experience engineer is waiting for a response or feedback from someone internally. They may need to escalate the ticket. There may be a corresponding [issue](./issues) created to fix the defect, which would transition the stage to *awaiting development*.\\n* Awaiting customer response (ACR)\\n\\n  The customer experience engineer requires more detail or another response from",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "3cb75fc1-7ba2-447f-be4a-5bc6c5a58198",
+    "query": "workflow send message on Slack operation execution failed Something went wrong",
+    "retrievals": [
+      {
+        "id": "ART-10697_KNOWLEDGE_NODE-28",
+        "text": "'Send Slack Message' workflow node to include a DevRev object.\\n* Dependent field support in slack\\n\\n![]()\\xc2\\xa0For more information about *Channels*, refer to the following articles: \\xe2\\x80\\xa3 [WhatsApp | Integrate | Snap-ins](/docs/integrations/whatsapp) \\xe2\\x80\\xa3 [Slack | Integrate | Snap-ins](/docs/integrations/slack) \\xe2\\x80\\xa3 [SLA status change Slack notifier | Automate | Snap-ins](/docs/automations/sla-change-notifier)\\n\\n![]()\\n\\n### Slack App\\n\\nMulti-region Slack support",
+        "title": "February 2025 | Changelog | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-12",
+        "text": "sync](/docs/automations/org-tags-sync)\\n    - [Search Node](/docs/automations/search-node)\\n    - [Sentiment evaluator](/docs/automations/sentiment-evaluator)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Real-time sentiment evaluator](/docs/automations/realtime-sentiment-evaluator)\\n    - [Send customized emails](/docs/automations/send-emails)\\n    - [StageFlow automator](/docs/automations/stageflow-automator)\\n    - [Smart issue",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-16",
+        "text": "sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n  + [Integrate](/docs/integrate)\\n\\n    - [Bitbucket](/docs/integrations/bitbucket)\\n    - [Calendly](/docs/integrations/calendly)\\n    - [Coralogix security integration](/docs/integrations/coralogix)\\n    - [Datadog](/docs/integrations/datadog)\\n    - [Google Calendar AirSync](/docs/integrations/google-calendar-airdrop)\\n    - [Email](/docs/integrations/email)\\n\\n",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-48",
+        "text": "channel.\\n\\n1. **Sync messages with the thread (for incidents created from Slack)**\\n\\n* Works only for incidents created from Slack.\\n* It syncs messages with the originating thread, similar to ticket and issue work items.\\n\\n1. **Sync messages with the notification thread**\\n\\n* Syncs with the thread of the incident notification sent on the channel mentioned in the **Channel ID to send incident notifications** configuration.\\n* Works for all incidents irrespective of source channel or",
+        "title": "Slack | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-13",
+        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-10",
+        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-28",
+        "text": "**Trigger URL** that is displayed.\\n6. Paste the Trigger URL under **Enable Events** in the custom Slack bot.\\n\\n[PreviousTicket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)[NextIntegrate](/docs/integrate)\\n\\n#### On this page\\n\\n* [Install](#install)\\n* [Configure the custom Slack bot](#configure-the-custom-slack-bot)\\n* [Configure DevRev](#configure-devrev)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-17",
+        "text": "[Slack](/docs/integrations/slack)\\n    - [WhatsApp](/docs/integrations/whatsapp)\\n    - [GitHub](/docs/integrations/github)\\n    - [GitLab](/docs/integrations/gitlab)\\n    - [Harness](/docs/integrations/harness)\\n    - [Marker.io](/docs/integrations/marker-io)\\n    - [Instabug](/docs/integrations/instabug)\\n    - [Qase](/docs/integrations/qase)\\n    - [Tracxn Integration](/docs/integrations/tracxn-integration)\\n    - [Twilio](/docs/integrations/twilio)\\n    - [Glean](/docs/integrations/glean)\\n",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-25",
+        "text": "ticket\\'s owner and subscribers, when a ticket\\'s resolution time SLA changes into the *Warning* or *Breached* stage.\\n\\n![]()\\n\\nFor more information, refer to the\\n[SLA status change Slack notifier snap-in](/marketplace/sla-status-change-slack-notifier) on the DevRev\\nmarketplace.\\n\\nInstallation\\n------------\\n\\n1. Create a Slack app for your workspace in <https://api.slack.com/apps>.\\n2. In App features, generate bot token in **OAuth & Permissions**.\\n3. Grant the app bot the following",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-27",
+        "text": "message.channels.\\n7. Add this custom app and the **DevRev Slack Bot** into the Slack channel from which you want to create the DevRev object.\\n\\nConfigure DevRev\\n----------------\\n\\n1. Add the Slack Signing Secret and Slack Bot Token copied from the custom Slack bot app.\\n2. Add the channel IDs for either incidents, tickets or issues.\\n3. Click the respective buttons to enable the sync between threads.\\n4. Select the part ID to associate a particular part.\\n5. Click **Save** and copy the",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "04caf277-77d6-4bab-9409-739686bb6a63",
+    "query": "change and customize chat design",
+    "retrievals": [
+      {
+        "id": "ART-12974_KNOWLEDGE_NODE-2",
+        "text": "{  \\n    ---|---  \\n    2|   \"chat\": {  \\n    3|     \"type\": \"foo\"  \\n    4|   }  \\n    5| }\\n[/code]  \\n  \\n[Create Code ChangeUp Next](/public/api-reference/code-changes/create)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  *",
+        "title": "Update Chat \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15306_KNOWLEDGE_NODE-3",
+        "text": "Change\\n\\nNext](/api-reference/code-changes/create)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Update Chat | DevRev | Docs"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-5",
+        "text": "Jul 06 to Jul 19, 2023 Jun 20 to Jul 05, 2023 Jun 05 to Jun 19, 2023 May 22 to Jun 05, 2023 Apr 22 to May 22, 2023\\n\\nDeveloper DevRevU\\n\\nOn this page\\nIntegration code Unique app ID Setup for HTML Setup for React\\nInstall PLuG chat on your website.\\n\\nThere are two primary methods to customize PLuG chat. The easiest way is to do so through the app by navigating to Settings > Support > PLuG Settings > Configuration, Styling and Layout Tabs.. For detailed descriptions of the parameters, refer",
+        "title": "Install PLuG chat on your website"
+      },
+      {
+        "id": "ART-15306_KNOWLEDGE_NODE-0",
+        "text": "b'Update Chat | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[chats](/api-reference/chats/create)\\n\\nUpdate Chat\\n===========\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/chats.update\\n\\nPOST\\n\\n/chats.update\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/chats.update \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n|",
+        "title": "Update Chat | DevRev | Docs"
+      },
+      {
+        "id": "ART-12971_KNOWLEDGE_NODE-3",
+        "text": ">|   ]  \\n    >| }\\'\\n[/code]  \\n  \\nTry it\\n\\n201chatsCreateExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"chat\": {  \\n    3|     \"type\": \"foo\"  \\n    4|   }  \\n    5| }\\n[/code]  \\n  \\n[Get ChatUp Next](/public/api-reference/chats/get)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  *",
+        "title": "Create Chat \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-12974_KNOWLEDGE_NODE-9",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'",
+        "title": "Update Chat \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15301_KNOWLEDGE_NODE-3",
+        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Create Chat | DevRev | Docs"
+      },
+      {
+        "id": "ART-3109_KNOWLEDGE_NODE-29",
+        "text": "go to **Settings > Support > Plug Chat > Layout** through the settings icon on the top-left corner.\\n2. Select **Add a Card** and enter a title, description, image, and redirect URL.\\n3. Click **Save and Publish** in the top-right corner. The new card is visible in your Plug widget.\\n\\nWant to add more personalization to your Plug widget? Create your own. Visit [SDK Methods and Customization](https://developer.devrev.ai/sdks/web/customize) to create your own Plug from the ground",
+        "title": "Plug widget customization | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-2897_KNOWLEDGE_NODE-7",
+        "text": "button text for new tickets and conversations, conversation user text, and more. It must be a valid hex color code, such as `#f0f0f0`.| String  \\n`session_recording_options`| Options for recording observability sessions.| Refer to [Session recording options](https://devrev.ai/docs/plug/session-recording)  \\n`accent_color`| The accent color of the PLuG affects the launcher, new ticket and conversation buttons, conversation user text, and more.| String  \\n`custom_launcher_selector`| A CSS",
+        "title": "Methods \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-12971_KNOWLEDGE_NODE-9",
+        "text": "Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'",
+        "title": "Create Chat \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "a929fcbe-9627-402e-9aa1-8535a766a594",
+    "query": "Vista export as CSV error invalid_field sort_groups_by",
+    "retrievals": [
+      {
+        "id": "ART-1949_KNOWLEDGE_NODE-27",
+        "text": "bar.\\n\\n![]()\\n\\nTo export vistas to CSV or JSON, click **Actions** and select the format in which you want to export the vista. This allows you to export this data with the filters applied (segmented by owners or some filters). Cross-functional teams can collaborate on this data or import it into other platforms.\\n\\nDelete a vista\\n--------------\\n\\n1. Select the vista you want to delete from **My list** and click the edit button next to the name of your vista.\\n2. Click **Remove access**.\\n3.",
+        "title": "Vistas | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-15481_KNOWLEDGE_NODE-6",
+        "text": "not set, then no later elements exist.\\n\\nprev\\\\_cursorstring or null`format: \"text\"`\\n\\nThe cursor used to iterate preceding results in accordance to the\\nsort order. If not set, then no prior elements exist.\\n\\nvista\\\\_grouplist of objects or null\\n\\nList of vista group items.\\n\\nShow 3 variants\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable",
+        "title": "List Vistas Groups | DevRev | Docs"
+      },
+      {
+        "id": "ART-1302_KNOWLEDGE_NODE-161",
+        "text": "will always be returned in the specified sort-by order.\\nsort_by list of strings Optional\\nComma-separated fields to sort the groups by.\\nResponse.\\n\\nThis endpoint returns an object.\\ngroups list of objects\\nThe list of groups.\\nShow 11 properties\\nnext_cursor string Optional\\nThe cursor used to iterate subsequent results in accordance to the sort order. If not set, then no later elements exist.\\nprev_cursor string Optional\\nThe cursor used to iterate preceding results in accordance to the",
+        "title": "Export \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15481_KNOWLEDGE_NODE-5",
+        "text": "stringsOptional\\n\\nComma-separated fields to sort the objects by.\\n\\nstatelist of enumsOptional\\n\\nDenotes the state of the vista group item.\\n\\nAllowed values:activecompletedplanned\\n\\ntypelist of enumsOptional\\n\\nFilters for vista group items of the specific type.\\n\\nAllowed values:curateddynamic\\n\\n### Response\\n\\nThe response to listing the vistas group items.\\n\\nnext\\\\_cursorstring or null`format: \"text\"`\\n\\nThe cursor used to iterate subsequent results in accordance to the\\nsort order. If",
+        "title": "List Vistas Groups | DevRev | Docs"
+      },
+      {
+        "id": "ART-15481_KNOWLEDGE_NODE-1",
+        "text": "it](/api-reference/vistas/groups-list?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"next_cursor\": \"string\", |\\n| 3 | \"prev_cursor\": \"string\", |\\n| 4 | \"vista_group\": [ |\\n| 5 | { |\\n| 6 | \"end_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 7 | \"id\": \"string\", |\\n| 8 | \"name\": \"string\", |\\n| 9 | \"parent\": { |\\n| 10 | \"type\": \"string\", |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"flavor\": \"nnl\", |\\n| 13 | \"id\": \"VISTA-12345\", |\\n| 14 | \"name\": \"string\" |\\n| 15 | },",
+        "title": "List Vistas Groups | DevRev | Docs"
+      },
+      {
+        "id": "ART-15479_KNOWLEDGE_NODE-1",
+        "text": "|\\n```\\n\\n[Try it](/api-reference/vistas/groups-get?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"vista_group\": { |\\n| 3 | \"end_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"name\": \"string\", |\\n| 6 | \"parent\": { |\\n| 7 | \"type\": \"string\", |\\n| 8 | \"display_id\": \"string\", |\\n| 9 | \"flavor\": \"nnl\", |\\n| 10 | \"id\": \"VISTA-12345\", |\\n| 11 | \"name\": \"string\" |\\n| 12 | }, |\\n| 13 | \"start_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 14 | \"state\":",
+        "title": "Get Vistas Group | DevRev | Docs"
+      },
+      {
+        "id": "ART-15463_KNOWLEDGE_NODE-1",
+        "text": "|\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{ |\\n| > | \"id\": \"string\" |\\n| > | }\\' |\\n```\\n\\n[Try it](/api-reference/vistas/groups-get-post?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"vista_group\": { |\\n| 3 | \"end_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"name\": \"string\", |\\n| 6 | \"parent\": { |\\n| 7 | \"type\": \"string\", |\\n| 8 | \"display_id\": \"string\", |\\n| 9 | \"flavor\": \"nnl\", |\\n| 10 | \"id\": \"VISTA-12345\", |\\n|",
+        "title": "Get Vistas Group (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-15465_KNOWLEDGE_NODE-6",
+        "text": "values:afterbefore\\n\\nmodified\\\\_dateobjectOptional\\n\\nProvides ways to specify date ranges on objects.\\n\\nShow 2 variants\\n\\nparent\\\\_idlist of stringsOptional\\n\\nParent ID of the vista group item.\\n\\nsort\\\\_bylist of stringsOptional\\n\\nComma-separated fields to sort the objects by.\\n\\nstart\\\\_dateobjectOptional\\n\\nProvides ways to specify date ranges on objects.\\n\\nShow 2 variants\\n\\nstatelist of enumsOptional\\n\\nDenotes the state of the vista group item.\\n\\nAllowed",
+        "title": "List Vistas Groups (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-15465_KNOWLEDGE_NODE-5",
+        "text": "information about a list of vista groups.\\n\\nmodeenumOptional\\n\\nThe iteration mode to use. If \\xe2\\x80\\x9cafter\\xe2\\x80\\x9d, then entries after the provided\\ncursor will be returned, or if no cursor is provided, then from the\\nbeginning. If \\xe2\\x80\\x9cbefore\\xe2\\x80\\x9d, then entries before the provided cursor will be\\nreturned, or if no cursor is provided, then from the end. Entries will\\nalways be returned in the specified sort-by order.\\n\\nAllowed",
+        "title": "List Vistas Groups (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-15465_KNOWLEDGE_NODE-1",
+        "text": "<token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/vistas/groups-list-post?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"next_cursor\": \"string\", |\\n| 3 | \"prev_cursor\": \"string\", |\\n| 4 | \"vista_group\": [ |\\n| 5 | { |\\n| 6 | \"end_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 7 | \"id\": \"string\", |\\n| 8 | \"name\": \"string\", |\\n| 9 | \"parent\": { |\\n| 10 | \"type\": \"string\", |\\n| 11 | \"display_id\": \"string\",",
+        "title": "List Vistas Groups (POST) | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "9e47d6d0-487f-42aa-a3cc-0409522c3daf",
+    "query": "accounts.export API filter by created date after",
+    "retrievals": [
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-7",
+        "text": "\"date-time\"`\\n\\nFilters for objects created after the provided timestamp (inclusive).\\n\\nmodified\\\\_date.beforestringOptional`format: \"date-time\"`\\n\\nFilters for objects created before the provided timestamp\\n(inclusive).\\n\\nsort\\\\_bylist of stringsOptional\\n\\nFields to sort the accounts by and the direction to sort them in.\\n\\nstagelist of stringsOptional\\n\\nFilters for accounts on specified stages.\\n\\ntierlist of stringsOptional\\n\\nTier of the accounts to be filtered.\\n\\nwebsiteslist of",
+        "title": "Export Accounts | DevRev | Docs"
+      },
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-6",
+        "text": "provided timestamp (inclusive).\\n\\ncreated\\\\_date.beforestringOptional`format: \"date-time\"`\\n\\nFilters for objects created before the provided timestamp\\n(inclusive).\\n\\ndisplay\\\\_namelist of stringsOptional\\n\\nArray of display names of accounts to be filtered.\\n\\nexternal\\\\_refslist of stringsOptional\\n\\nArray of references of accounts to be filtered.\\n\\nfirstintegerOptional`>=1``<=500`\\n\\nThe number of accounts to return. The default is \\'50\\'.\\n\\nmodified\\\\_date.afterstringOptional`format:",
+        "title": "Export Accounts | DevRev | Docs"
+      },
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-2",
+        "text": "user(s).\\n\\ncreated_date.afterstringOptional`format: \"date-time\"`\\n\\nFilters for objects created after the provided timestamp (inclusive).\\n\\ncreated_date.beforestringOptional`format: \"date-time\"`\\n\\nFilters for objects created before the provided timestamp (inclusive).\\n\\ndisplay_namelist of stringsOptional\\n\\nArray of display names of accounts to be filtered.\\n\\nexternal_refslist of stringsOptional\\n\\nArray of references of accounts to be filtered.\\n\\nfirstintegerOptional`>=1``<=500`\\n\\nThe",
+        "title": "Export Accounts \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1652_KNOWLEDGE_NODE-12",
+        "text": "objects created after the provided timestamp (inclusive).\\nmodified_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\nowned_by string Optional\\nFilters for accounts owned by the specified user(s).\\nsort_by string Optional\\nFields to sort the accounts by and the direction to sort them in.\\nstage string Optional\\nFilters for accounts on specified stages.\\ntags string Optional\\nList of tags to be filtered.\\nResponse.\\n\\nThis endpoint returns an",
+        "title": "Export \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1303_KNOWLEDGE_NODE-6",
+        "text": "exported accounts.\\nShow 18 properties\\nGET / accounts.export\\n$ curl -G https://api.devrev.ai/accounts.export \\\\ > -H \" Authorization: Bearer <token> \" \\\\ > --data-urlencode created_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode created_date.before=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.before=2023-01-01T12:00:00Z\\n200 Retrieved 1 { 2 \" accounts \" : [ 3 { 4 \" created_date \" : \" 2023-01-01T12:00:00Z \" , 5 \"",
+        "title": "Export Post \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1652_KNOWLEDGE_NODE-10",
+        "text": "Optional\\nFilters for accounts created by the specified user(s).\\ncreated_date.after datetime Optional\\nFilters for objects created after the provided timestamp (inclusive).\\ncreated_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\ncursor string Optional\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\ncustom_fields map from strings to any Optional\\nFilters for custom fields.\\ndisplay_name",
+        "title": "Export \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1303_KNOWLEDGE_NODE-15",
+        "text": "Optional\\nFilters for accounts created by the specified user(s).\\ncreated_date.after datetime Optional\\nFilters for objects created after the provided timestamp (inclusive).\\ncreated_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\ncursor string Optional\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\ncustom_fields map from strings to any Optional\\nFilters for custom fields.\\ndisplay_name",
+        "title": "Export Post \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1639_KNOWLEDGE_NODE-10",
+        "text": "Optional\\nFilters for accounts created by the specified user(s).\\ncreated_date.after datetime Optional\\nFilters for objects created after the provided timestamp (inclusive).\\ncreated_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\ncursor string Optional\\nThe cursor to resume iteration from. If not provided, then iteration starts from the beginning.\\ncustom_fields map from strings to any Optional\\nFilters for custom fields.\\ndisplay_name",
+        "title": "Export Post \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1303_KNOWLEDGE_NODE-17",
+        "text": "objects created after the provided timestamp (inclusive).\\nmodified_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\nowned_by string Optional\\nFilters for accounts owned by the specified user(s).\\nsort_by string Optional\\nFields to sort the accounts by and the direction to sort them in.\\nstage string Optional\\nFilters for accounts on specified stages.\\ntags string Optional\\nList of tags to be filtered.\\nResponse.\\n\\nThis endpoint returns an",
+        "title": "Export Post \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1639_KNOWLEDGE_NODE-12",
+        "text": "objects created after the provided timestamp (inclusive).\\nmodified_date.before datetime Optional\\nFilters for objects created before the provided timestamp (inclusive).\\nowned_by string Optional\\nFilters for accounts owned by the specified user(s).\\nsort_by string Optional\\nFields to sort the accounts by and the direction to sort them in.\\nstage string Optional\\nFilters for accounts on specified stages.\\ntags string Optional\\nList of tags to be filtered.\\nResponse.\\n\\nThis endpoint returns an",
+        "title": "Export Post \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "5a83d35e-d1ba-4feb-b778-53b294f3bb0e",
+    "query": "Sales One App not visible after login",
+    "retrievals": [
+      {
+        "id": "ART-17569_KNOWLEDGE_NODE-1",
+        "text": "message in the UI if they try to access an uninstalled app: \\xe2\\x80\\x9cWe can\\xe2\\x80\\x99t authorize you because of an OAuth error. For more information, contact your Salesforce administrator.\\xe2\\x80\\x9d and the OAUTH_APPROVAL_ERROR_GENERIC message.\"\\n\\nDue to this, customers may experience issues when trying to create a new Salesforce connection and install the DevRev app on their Salesforce instance.\\n\\nRead more about this on the shared article above. Follow the next steps to enable the",
+        "title": "Issues with Salesforce OAuth connection"
+      },
+      {
+        "id": "ART-2019_KNOWLEDGE_NODE-0",
+        "text": "b'Product\\nPlatform\\nSolutions\\nMarketplace\\nCompany\\nResources\\nPricing\\n\\nLogin Book a demo\\n\\nProduct\\n\\nPlatform\\n\\nSolutions\\n\\nMarketplace\\n\\nCompany\\n\\nResources\\n\\nPricing\\n\\nLogin Book a demo\\nSearch\\nCTRL + K\\n\\nIntroduction\\nAgentOS platform\\n\\nCore concepts\\nApps\\nGroups\\nParts & trails\\nVistas\\n\\nVista Reports\\n\\nTasks\\nUpdates\\nCustomer email notifications\\nRoles\\n\\nDefault privileges by group\\n\\nAccess control\\nObject customization\\nGlossary\\nSearch\\nWorkflow\\nTemplates\\nAccessing",
+        "title": "Smart sprint | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1947_KNOWLEDGE_NODE-1",
+        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +",
+        "title": "Apps | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-12458_KNOWLEDGE_NODE-1",
+        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\nOn this page\\n\\n  * [Troubleshooting](/public/sdks/react-native/troubleshooting#troubleshooting)\\n\\n[SDKs](/public/sdks)[DevRev SDK for React Native and Expo](/public/sdks/react-native/quickstart)\\n\\n#\\n\\nTroubleshooting\\n\\n  * **Issue** : Support chat won\\xe2\\x80\\x99t show. **Solution** : Ensure you have correctly called one of the identification methods:",
+        "title": "Troubleshooting \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-3109_KNOWLEDGE_NODE-1",
+        "text": "[Apps](/docs/product/apps)\\n  + [Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access",
+        "title": "Plug widget customization | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-1968_KNOWLEDGE_NODE-1",
+        "text": "[Apps](/docs/product/apps)\\n  + [Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access",
+        "title": "Conversation insights | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-16263_KNOWLEDGE_NODE-37",
+        "text": "Confluence links (anonymous content cannot be tracked or mapped)\\n\\nEnabling the upload app button\\n------------------------------\\n\\nIf you do not see the **Upload App** button in Confluence Datacenter, it may be due to permission restrictions or feature disablement by your admin. To enable it:\\n\\n1. Ensure you are logged in as a **Confluence Administrator**.\\n2. Go to **Administration > Add-ons > Upload App**.\\n3. If the button is still not available:\\n   * Contact your system administrator",
+        "title": "Confluence Datacenter AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-0",
+        "text": "b'Product Platform Solutions Marketplace Company Resources Pricing\\n\\nLogin Book a demo\\nProduct Platform Solutions Marketplace Company Resources Pricing\\nLogin Book a demo\\nSearch CTRL + K\\n\\nIntroduction AgentOS platform\\n\\nCore concepts Apps Groups Parts & trails Vistas Vista Reports\\nTasks Updates Customer email notifications Roles Default privileges by group\\nAccess control Object customization Glossary Search People insights Workflow Templates Accessing DevRev External identity provider",
+        "title": "Install PLuG chat on your website"
+      },
+      {
+        "id": "ART-4186_KNOWLEDGE_NODE-1",
+        "text": "[Apps](/docs/product/apps)\\n  + [Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access",
+        "title": "Computer for User Insights | Session analytics | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-1477_KNOWLEDGE_NODE-20",
+        "text": "it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  * [Support](https://devrev.ai/support)\\n  * [Search](https://devrev.ai/search)\\n  * [PLuG - User Engagement](https://devrev.ai/plug-user-engagement)\\n  * [PLuG - User Observability](https://devrev.ai/plug-observability)\\n  * [Marketplace](https://marketplace.devrev.ai/)\\n\\nPlatform\\n\\n  * [Airdrop](https://devrev.ai/airdrop)\\n  * [Analytics](https://devrev.ai/analytics)\\n  * [Workflow",
+        "title": "Snap-in V1 manifest \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "a03f6885-a997-4546-bd74-be98466da2d9",
+    "query": "linking tickets and issues for analytics",
+    "retrievals": [
+      {
+        "id": "ART-4184_KNOWLEDGE_NODE-4",
+        "text": "analytics](/docs/product/support-analytics)\\n\\n    - [Conversation insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  +",
+        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1972_KNOWLEDGE_NODE-16",
+        "text": "sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n  + [Integrate](/docs/integrate)\\n\\n    - [Bitbucket](/docs/integrations/bitbucket)\\n    - [Calendly](/docs/integrations/calendly)\\n    - [Coralogix security integration](/docs/integrations/coralogix)\\n    - [Datadog](/docs/integrations/datadog)\\n    - [Google Calendar AirSync](/docs/integrations/google-calendar-airdrop)\\n    - [Email](/docs/integrations/email)\\n\\n",
+        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-39",
+        "text": "other tickets or issues that relate to this ticket, click **Link Records** and select the relevant items.\\n7. If you would like to immediately create another ticket, select **Create multiple**.\\n8. Click **Create**.\\n\\nIf a ticket is created from an existing conversation, then the ticket's title and description are populated automatically from the conversation.\\n\\n![]()\\n\\nYou can create a child issue by clicking **+ Link issue** > **Add a child issue**. You can link the other existing issue as",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-17",
+        "text": "exhaustive list.\\n\\n### Links from tickets\\n\\nLinks from tickets\\n\\ntarget\\n\\nsource\\n\\nis dependent on\\n\\nis related to\\n\\nis related to\\n\\nis parent of\\n\\nis merged into\\n\\nticket\\n\\nissue\\n\\nticket\\n\\narticle\\n\\n##### \\n\\nOnly ticket \\xe2\\x86\\x92 issue is allowed for creating a link with \\xe2\\x80\\x9cis dependent on\\xe2\\x80\\x9d. Creating the link in reverse (issue \\xe2\\x86\\x92 ticket) is not possible; however, you can swap the source and target objects to achieve the same result.\\n\\n### Links",
+        "title": "Links | DevRev | Docs"
+      },
+      {
+        "id": "ART-1002_KNOWLEDGE_NODE-3",
+        "text": "systems being used for engineering work are commonly abused by sales, marketing and support teams. For example, a sales rep may create an issue for a developer for a customer request. In the case of support, you\\xe2\\x80\\x99ll commonly see a ton of duplicate issues when only one was really necessary. This leads to a lot of noise for developers, and devalues the notion of an \\xe2\\x80\\x9cissue\\xe2\\x80\\x9d. By keeping a clear line between tickets and issues, we ensure the following:\\n\\n\\n  issues",
+        "title": "Tickets, Issues: When to Use Each"
+      },
+      {
+        "id": "ART-4184_KNOWLEDGE_NODE-15",
+        "text": "[Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    - [Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment",
+        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2012_KNOWLEDGE_NODE-4",
+        "text": "Analytics](/docs/dashboards/ticket-sla-analytics?)\\n      * [Ticket-Team Performance](/docs/dashboards/ticket-team-performance?)\\n\\n    * [Conversations](/docs/product/conversation?)\\n\\n      * [Convert Conversations to Tickets](/docs/product/Conversation-Tickets?)\\n\\n    * [Tickets](/docs/product/tickets?)\\n    * [Routing](/docs/product/routing?)\\n    * [Support best practices](/docs/product/support-bp?)\\n    * [Customer portal](/docs/product/support-portal?)\\n    * [Questions &",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-28",
+        "text": "conversations against standalone tickets.\\n* **Tickets linked to issues**\\n\\n  The percentage of tickets linked to product issues.\\n* **Active tickets by owner**\\n\\n  The number of Open or In Progress tickets grouped by owner.\\n* **Tickets created vs. closed**\\n\\n  The trend of tickets created against those closed.\\n\\nCustomer satisfaction (CSAT)\\n----------------------------\\n\\n* **CSAT score distribution**\\n\\n  A distribution of customer satisfaction scores on tickets.\\n\\nTime spent per",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-14",
+        "text": "> | \"leaf_type\": \"issue\", |\\n| > | \"subtype\": \"social_media\" |\\n| > | } |\\n| > | ], |\\n| > | \"target_types\": [ |\\n| > | { |\\n| > | \"leaf_type\": \"ticket\" |\\n| > | } |\\n| > | ], |\\n| > | \"forward_name\": \"is related to\", |\\n| > | \"backward_name\": \"is related to\" |\\n| > | }\\' |\\n```\\n\\nThis configuration:\\n\\n* Allows issues of subtype \\xe2\\x80\\x9csocial\\\\_media\\xe2\\x80\\x9d to be linked to tickets\\n* Rejects attempts to link issues with no subtype or with other subtypes\\n\\n##### \\n\\nThe subtype",
+        "title": "Links | DevRev | Docs"
+      },
+      {
+        "id": "ART-4184_KNOWLEDGE_NODE-5",
+        "text": "[Conversations](/docs/product/conversation)\\n\\n    - [Conversation to ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n",
+        "title": "Ticket linked issues comment sync | Automate | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "898a4513-a682-43d5-acb5-9413bbd28ab5",
+    "query": "Data residency compliance for international customers",
+    "retrievals": [
+      {
+        "id": "ART-888_KNOWLEDGE_NODE-42",
+        "text": "spaces under your sole control.How we transfer information we collect internationallyInternational transfers of information we collectWe collect information globally and may transfer, process and store your information outside of your country of residence, to wherever we or our third-party service providers operate for the purpose of providing you the Services. Whenever we transfer your information, we take steps to protect it.International transfers within the DevRev Companies: To facilitate",
+        "title": "Privacy Policy"
+      },
+      {
+        "id": "ART-4174_KNOWLEDGE_NODE-11",
+        "text": "(EEA) is adequately protected, even when transferred to countries that may not offer an equivalent level of data protection.\\n\\n### UK-Specific Clauses\\n\\nFollowing Brexit, we also apply tailored safeguards for personal data transferred from the United Kingdom. We leverage the UK\\xe2\\x80\\x99s International Data Transfer Addendum to the EU SCCs, which ensures compliance with UK-specific data transfer requirements and aligns with the standards established by the UK\\xe2\\x80\\x99s Information",
+        "title": "Data Processing Agreement | DevRev"
+      },
+      {
+        "id": "ART-4174_KNOWLEDGE_NODE-12",
+        "text": "Commissioner\\xe2\\x80\\x99s Office (ICO).\\n\\n### United States Data Transfer Mechanisms\\n\\nFor personal data transfers to the United States, DevRev employs recognized contractual frameworks and implements additional measures, as necessary, to safeguard your information in accordance with evolving U.S. data protection guidelines. We work to align with relevant standards and best practices to address regulatory considerations around cross-border data transfers.\\n\\n### What about Personal Data use",
+        "title": "Data Processing Agreement | DevRev"
+      },
+      {
+        "id": "ART-4183_KNOWLEDGE_NODE-1",
+        "text": "More](https://cdn.sanity.io/files/umrbtih2/development/8c3ab1aef7fee37a816c3116a89b08b5db2ba541.pdf)\\n\\nDeveloping and maintaining an incident response plan that includes subprocessors\\xe2\\x80\\x99 roles in managing data breaches.\\n\\n![]()\\n\\nChoose another country or region to see content specific to your location.\\n\\n\\xf0\\x9f\\x8c\\x8e  English\\xf0\\x9f\\x87\\xaf\\xf0\\x9f\\x87\\xb5  Japanese\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about",
+        "title": "Security Subprocessors - GDPR Compliance | DevRev"
+      },
+      {
+        "id": "ART-4174_KNOWLEDGE_NODE-10",
+        "text": "data privacy laws. To support this commitment, we use industry-standard frameworks and legal instruments to facilitate the lawful and secure transfer of personal data across borders.\\n\\n### EU Standard Contractual Clauses (SCCs)\\n\\nFor data transfers involving EU-based users, DevRev relies on the EU Standard Contractual Clauses (SCCs). These clauses, approved by the European Commission, provide contractual safeguards to ensure that personal data transferred outside the European Economic Area",
+        "title": "Data Processing Agreement | DevRev"
+      },
+      {
+        "id": "ART-888_KNOWLEDGE_NODE-43",
+        "text": "our global operations, we transfer information globally and allow access to that information from countries in which the DevRev owned or operated companies and have operations for the purposes described in this policy. These countries may not have equivalent privacy and data protection laws to the laws of many of the countries where our customers and users are based. When we share information about you within and among DevRev corporate affiliates, we make use of standard contractual data",
+        "title": "Privacy Policy"
+      },
+      {
+        "id": "ART-4174_KNOWLEDGE_NODE-9",
+        "text": "behalf, as well as explanations on how such parties safeguard your data.\\n* **Standard Contractual clauses and other country specific clauses:** Our DPA also includes the EU Commission's Standard Contractual clausesand other country specific clauses for transferring and processing data outside of the EEA, UK and USA.\\n\\n### How does DevRev handle International Data transfers?\\n\\nAt DevRev, we understand the importance of securely managing international data transfers in compliance with global",
+        "title": "Data Processing Agreement | DevRev"
+      },
+      {
+        "id": "ART-4174_KNOWLEDGE_NODE-8",
+        "text": "we implement to keep your data secure, such as encryption, access controls, and regular security audits.\\n* **Data Subject Rights:** Information on how we support you in responding to requests from individuals to exercise their rights under data protection laws.\\n* **Data Transfer:** Terms regarding international data transfers, ensuring compliance with GDPR and other regulatory frameworks.\\n* **Subprocessors:** A list of any third parties we partner we engage in order to process data on your",
+        "title": "Data Processing Agreement | DevRev"
+      },
+      {
+        "id": "ART-4174_KNOWLEDGE_NODE-15",
+        "text": "the GDPR as well as any other specific local legal requirements.\\n\\n### What about data security?\\n\\nWe have implemented industry standard organisational and other security like SOC-II certification to keep your data safe.\\n\\nYou can find out more about the security measures we employ by following this [link](https://security.devrev.ai/).\\n\\n### Reach out to us with any additional questions.\\n\\nShould you have any additional questions about privacy and data processing at DevRev, our data",
+        "title": "Data Processing Agreement | DevRev"
+      },
+      {
+        "id": "ART-4183_KNOWLEDGE_NODE-4",
+        "text": "Policy](/legal/cookie-policy)\\n* [Privacy Policy](/legal/privacy-policy)\\n* [Terms of Service](/legal/terms-of-service)\\n\\n[System Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.'",
+        "title": "Security Subprocessors - GDPR Compliance | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "9f3be4d0-e1ae-46c5-be4f-b02edea516fb",
+    "query": "declarative pathing within the bot",
+    "retrievals": [
+      {
+        "id": "ART-1950_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Parts & trails | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-12391_KNOWLEDGE_NODE-6",
+        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint",
+        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1996_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Roadmap | Computer for Builders | DevRev"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-28",
+        "text": "Computer either creates a ticket or routes the conversation using the relevant routing rule.\\n\\n![]()\\n\\nGoal-oriented mode (Beta)\\n-------------------------\\n\\nThe goal-oriented agent allows users to create complete workflows triggered by their actions.\\n\\nGoal-oriented mode is currently in beta. Contact our support team for more information.\\n\\n[PreviousCollections](/docs/product/collection)[NextBest practices for documentation that supports AI](/docs/product/writing-bp)\\n\\n#### On this",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1950_KNOWLEDGE_NODE-6",
+        "text": "practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint mode](/docs/product/sprint)\\n  + [Enhancements](/docs/product/enhancements)\\n  +",
+        "title": "Parts & trails | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-12394_KNOWLEDGE_NODE-6",
+        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint",
+        "title": "Workflow management | Workflows | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-12391_KNOWLEDGE_NODE-29",
+        "text": "type that causes the agent to pause (for example, DevUser). |\\n| additional\\\\_context (optional) | String | Additional context you want to pass to the agent for more personalized responses. You can also use variables from previous steps here. |\\n\\n![]()\\n\\n* Each button creates a corresponding output port in the workflow.\\n* When a button is clicked, the original message is updated to remove the\\n  buttons.\\n* A confirmation message is added showing which option was",
+        "title": "Conversational workflows | Workflows | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-12390_KNOWLEDGE_NODE-6",
+        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1950_KNOWLEDGE_NODE-12",
+        "text": "Node](/docs/automations/search-node)\\n    - [Sentiment evaluator](/docs/automations/sentiment-evaluator)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Real-time sentiment evaluator](/docs/automations/realtime-sentiment-evaluator)\\n    - [Send customized emails](/docs/automations/send-emails)\\n    - [StageFlow automator](/docs/automations/stageflow-automator)\\n    - [Smart issue creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for",
+        "title": "Parts & trails | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1950_KNOWLEDGE_NODE-25",
+        "text": "be recursively made of smaller parts. Events and work items must be related to parts. In general, parts are the core objects that almost all other objects are linked to, which helps enforce the notion of tying everything back to the product or service.\\n\\n\\xf0\\x9f\\x8e\\xa5 Video: Trails\\n\\n*Trails* is an extensible interface that allows you to view and manage your part hierarchy and related items. Think of it like a graph canvas that\\'s rendering linkages among items\\xe2\\x80\\x94including",
+        "title": "Parts & trails | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "5e3a4b4a-89bf-4499-bf29-80f9d0420721",
+    "query": "resolution time grouped by Priority and Customer segment",
+    "retrievals": [
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-41",
+        "text": "resolution is due in one day, the vista displays five minutes. In the case where the first response isn't provided within five minutes, the timer displays negative values (such as -10m), which indicates that it's been 10 minutes since the first response was due. Conversations or tickets can also be grouped by SLA stages.\\n\\nIn the **Detailed View**, all metrics applied to the ticket or conversation can be viewed along with their current stage.\\n\\nFiltering tickets by Next SLA",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1003_KNOWLEDGE_NODE-20",
+        "text": "AverageResolutionTime\\nFROM tickets t\\nWHERE t.status = 'resolved'\\nAND EXTRACT(@period FROM t.created_at) = EXTRACT(@period FROM CURRENT_DATE);\\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\\n\\n\\nCustomer Satisfaction Score (CSAT)\\n\\n\\n  Definition\\n    \\n      A metric that gauges customer satisfaction with the support provided, typically collected through surveys.\\n    \\n  \\n  Calculation\\n    \\n      (Number of satisfied responses) / (Total number of responses) * 100\\n",
+        "title": "Understanding a Support Lead's Pain Points and KPIs"
+      },
+      {
+        "id": "ART-1039_KNOWLEDGE_NODE-3",
+        "text": "high-quality video experiences became undeniable.\\n\\nThe Challenge\\n-------------\\n\\nProviding exceptional customer support means connecting with your customers wherever they are, in real-time. As companies scale, it becomes increasingly difficult to provide the same high standard of service to a growing number of customers \\xe2\\x80\\x94 without breaking the bank. In today\\xe2\\x80\\x99s crowded marketplace where it\\xe2\\x80\\x99s possible to get a SaaS company up and running in less than a day,",
+        "title": "100ms delivers differentiated customer support through a unified channel"
+      },
+      {
+        "id": "ART-1039_KNOWLEDGE_NODE-15",
+        "text": "[SLA](/legal/sla)\\n* [DPA](/legal/dpa)\\n* [Subprocessors](/security/sub-processors)\\n* [Cookie Policy](/legal/cookie-policy)\\n* [Privacy Policy](/legal/privacy-policy)\\n* [Terms of Service](/legal/terms-of-service)\\n\\n[System Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.'",
+        "title": "100ms delivers differentiated customer support through a unified channel"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-39",
+        "text": "marked as spam |  |  |\\n| Next response time |  | A new message on the conversation with the customer after the customer experience engineer replied | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is marked as spam |  |  |\\n| Full resolution time |  | Conversation created | * The conversation has moved to the Resolved/Archived  * The conversation is marked as spam | The conversation is moved to Waiting on User | The",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1039_KNOWLEDGE_NODE-5",
+        "text": "problem was interacting with our customers and really understanding the urgency of every conversation. We had over 300 Slack Connect channels for our users. The conversations could go from design discussions to finding bugs to architecture, and there was no way to delineate these conversations from ones where a customer is saying, \\xe2\\x80\\x98I\\xe2\\x80\\x99m having an outage right now. I need urgent help\\xe2\\x80\\x9d.\\n\\nManaging and prioritizing customer conversations and requests in Slack was a",
+        "title": "100ms delivers differentiated customer support through a unified channel"
+      },
+      {
+        "id": "ART-2133_KNOWLEDGE_NODE-21",
+        "text": "customer at a much deeper level.\\n\\nTime Travel Establishing the history of a customer \\xe2\\x80\\x93 events, changes to records, versions, time logs\\xe2\\x80\\xa6 essentially traveling back in time \\xe2\\x80\\x93 is one of the hardest things in customer relationship management. Support, product management, and other business-to-business conversations\\n\\nPage 7 of 16\\n\\nThe Essential Methodology\\n\\nLess But Better\\n\\nare otherwise mostly point-in- time, with a lot of recency bias that results in",
+        "title": "The Essential Methodology: Less but Better"
+      },
+      {
+        "id": "ART-1003_KNOWLEDGE_NODE-19",
+        "text": "t.created_at) = EXTRACT(@period FROM CURRENT_DATE);\\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\\n\\n\\nAverage Resolution Time (ART)\\n\\n\\n  Definition\\n    \\n      The average time it takes to resolve a customer issue from the moment it\\xe2\\x80\\x99s reported.\\n    \\n  \\n  Calculation\\n    \\n      (Sum of resolution times for all resolved tickets) / (Total number of resolved tickets)\\n    \\n  \\n\\n\\nSELECT AVG(TIMESTAMPDIFF(MINUTE, t.created_at, t.resolved_at)) AS",
+        "title": "Understanding a Support Lead's Pain Points and KPIs"
+      },
+      {
+        "id": "ART-970_KNOWLEDGE_NODE-47",
+        "text": "customers, including their support interactions, engagements, and product usage.\\n  Consider the possibilities of identifying and prioritizing high-impact items based on their revenue implications.\\n\\n\\nSupport Engineer:\\n\\n\\n  How would your approach change if you knew about potential opportunities or deals with the customer?\\n  Imagine not having to engage in the tedious task of copying and pasting between engineering issues and your tickets.\\n  What if you could effortlessly track the status",
+        "title": "The Story"
+      },
+      {
+        "id": "ART-1004_KNOWLEDGE_NODE-7",
+        "text": "time it takes for a specific support engineer to resolve a customer issue from the moment it\\xe2\\x80\\x99s reported.\\n    \\n  \\n  Calculation\\n    \\n      (Sum of resolution times for all resolved tickets by the engineer) / (Total number of resolved tickets by the engineer)\\n    \\n  \\n\\n\\nSELECT engineer_id, AVG(TIMESTAMPDIFF(MINUTE, t.created_at, t.resolved_at)) AS IndividualAverageResolutionTime\\nFROM tickets t\\nWHERE t.status = 'resolved'\\nAND EXTRACT(@period FROM t.created_at) =",
+        "title": "Understanding a Support Engineer's Pain Points and KPIs"
+      }
+    ]
+  },
+  {
+    "query_id": "9f26f4e6-a8e5-4813-ba95-36771c04c066",
+    "query": "add attributes in MSAT snap-in",
+    "retrievals": [
+      {
+        "id": "ART-1846_KNOWLEDGE_NODE-8",
+        "text": "example of a snap-kit JSON:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"snap_kit_body\": { |\\n| 3 | \"body\": { |\\n| 4 | \"snaps\": [ |\\n| 5 | { |\\n| 6 | \"elements\": [ |\\n| 7 | { |\\n| 8 | \"action_id\": \"user_snap_kit_action\", |\\n| 9 | \"action_type\": \"remote\", |\\n| 10 | \"elements\": [ |\\n| 11 | { |\\n| 12 | \"element\": { |\\n| 13 | \"action_id\": \"select\", |\\n| 14 | \"action_type\": \"client\", |\\n| 15 | \"initial_selected_option\": { |\\n| 16 | \"text\": { |\\n| 17 | \"text\": \"Ticket\", |\\n| 18 | \"type\":",
+        "title": "Customizing snap-in configuration | DevRev | Docs"
+      },
+      {
+        "id": "ART-1278_KNOWLEDGE_NODE-6",
+        "text": "discussion tab of the specified Product\\nsection. The configuration for this action can be customized through the input\\nparameters of the snap-in.\\n\\n[2](/snapin-development/tutorials/triggered-external-source#creating-the-snap-in)\\n\\n### Creating the snap-in\\n\\n#### Updating the manifest\\n\\nTo outline the structure of the snap-in, the initial step is to define key\\nattributes in the snap-in\\xe2\\x80\\x99s manifest. Begin by specifying the name, description,\\nand account display name for the",
+        "title": "Snap-in triggered by an external source | DevRev | Docs"
+      },
+      {
+        "id": "ART-1846_KNOWLEDGE_NODE-19",
+        "text": "change in future updates.\\n\\nFor more details on the snap-kit JSON format and available elements, refer to the [DevRev Snap-kit documentation](/snapin-development/references/snapkit).\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/snapin-development/references/snap-in-resources)[#### Development best practices\\n\\nNext](/snapin-development/best-practices)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Customizing snap-in configuration | DevRev | Docs"
+      },
+      {
+        "id": "ART-1847_KNOWLEDGE_NODE-9",
+        "text": "JSON:\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"snap_kit_body\": {  \\n    3|     \"body\": {  \\n    4|       \"snaps\": [  \\n    5|         {  \\n    6|           \"elements\": [  \\n    7|             {  \\n    8|               \"action_id\": \"user_snap_kit_action\",  \\n    9|               \"action_type\": \"remote\",  \\n    10|               \"elements\": [  \\n    11|                 {  \\n    12|                   \"element\": {  \\n    13|                     \"action_id\": \"select\",  \\n    14|",
+        "title": "Customizing snap-in configuration \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1473_KNOWLEDGE_NODE-9",
+        "text": "displaying them on the discussion tab of the specified Product section. The configuration for this action can be customized through the input parameters of the snap-in.\\n\\n[2](/public/snapin-development/tutorials/triggered-external-source#creating-the-snap-in)\\n\\n### Creating the snap-in\\n\\n#### Updating the manifest\\n\\nTo outline the structure of the snap-in, the initial step is to define key attributes in the snap-in\\xe2\\x80\\x99s manifest. Begin by specifying the name, description, and",
+        "title": "Snap-in triggered by an external source \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1846_KNOWLEDGE_NODE-1",
+        "text": "(beta)](/snapin-development/references/customizing-snap-in-configuration#update-snap-in-inputs-beta)\\n* [Request payload](/snapin-development/references/customizing-snap-in-configuration#request-payload)\\n* [Response](/snapin-development/references/customizing-snap-in-configuration#response)\\n* [Success response](/snapin-development/references/customizing-snap-in-configuration#success-response)\\n* [Error",
+        "title": "Customizing snap-in configuration | DevRev | Docs"
+      },
+      {
+        "id": "ART-1276_KNOWLEDGE_NODE-6",
+        "text": "manifest\\n\\nTo outline the structure of the snap-in, the initial step is to define key attributes in the snap-in\\xe2\\x80\\x99s manifest. Begin by specifying the name, description, and account display name for the snap-in.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | version: \"2\" |\\n| 2 | name: \"GitHub issue creator\" |\\n| 3 | description: \"Replicate DevRev issues in GitHub.\" |\\n| 4 |  |\\n| 5 | service_account: |\\n| 6 | display_name: GitHub Issue Creator",
+        "title": "Using a snap-in to perform an external action | DevRev | Docs"
+      },
+      {
+        "id": "ART-1472_KNOWLEDGE_NODE-10",
+        "text": "outline the structure of the snap-in, the initial step is to define key attributes in the snap-in\\xe2\\x80\\x99s manifest. Begin by specifying the name, description, and account display name for the snap-in.\\n\\n[code]\\n\\n    1| version: \"2\"  \\n    ---|---  \\n    2| name: \"GitHub issue creator\"  \\n    3| description: \"Replicate DevRev issues in GitHub.\"  \\n    4|   \\n    5| service_account:  \\n    6|   display_name: GitHub Issue Creator\\n[/code]  \\n",
+        "title": "Using a snap-in to perform an external action \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1847_KNOWLEDGE_NODE-2",
+        "text": "(beta)](/public/snapin-development/references/customizing-snap-in-configuration#update-snap-in-inputs-beta)\\n  * [Request payload](/public/snapin-development/references/customizing-snap-in-configuration#request-payload)\\n  * [Response](/public/snapin-development/references/customizing-snap-in-configuration#response)\\n  * [Success response](/public/snapin-development/references/customizing-snap-in-configuration#success-response)\\n  * [Error",
+        "title": "Customizing snap-in configuration \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1296_KNOWLEDGE_NODE-9",
+        "text": "changed.     Any existing function can be removed.   A new function can be added. |\\n| Commands | For existing commands:   - All properties can be changed.     Any existing command can be removed.   A new command can be added. |\\n| Snap-kit actions | For existing snap-kit-actions:   - The description can be changed.   - The function can be changed.     Any existing snap-kit-action can be removed.   A new snap-kit-action can be added. |\\n| Service account | The display name of the service",
+        "title": "Upgrade snap-ins | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "8f8fd54f-97c5-47fb-85bc-eb0eec284788",
+    "query": "Slack bot not working after multiple test tickets",
+    "retrievals": [
+      {
+        "id": "ART-4021_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Slack scraper | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-12395_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Slack Broadcaster | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-28",
+        "text": "**Trigger URL** that is displayed.\\n6. Paste the Trigger URL under **Enable Events** in the custom Slack bot.\\n\\n[PreviousTicket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)[NextIntegrate](/docs/integrate)\\n\\n#### On this page\\n\\n* [Install](#install)\\n* [Configure the custom Slack bot](#configure-the-custom-slack-bot)\\n* [Configure DevRev](#configure-devrev)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Slack | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-12395_KNOWLEDGE_NODE-13",
+        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
+        "title": "Slack Broadcaster | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-12395_KNOWLEDGE_NODE-14",
+        "text": "Immutability](/docs/automations/ticket-immutability)\\n    - [Ticket email notifier](/docs/automations/ticket-email-notifier)\\n    - [Task tracker](/docs/automations/task-tracker)\\n    - [Ticket Tagger](/docs/automations/ticket-tagger)\\n    - [Tracxn sync](/docs/automations/tracxn-sync)\\n    - [User group validator](/docs/automations/user-group-validator)\\n    - [Work duration](/docs/automations/work-duration)\\n    - [Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    -",
+        "title": "Slack Broadcaster | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-14",
+        "text": "Immutability](/docs/automations/ticket-immutability)\\n    - [Ticket email notifier](/docs/automations/ticket-email-notifier)\\n    - [Task tracker](/docs/automations/task-tracker)\\n    - [Ticket Tagger](/docs/automations/ticket-tagger)\\n    - [Tracxn sync](/docs/automations/tracxn-sync)\\n    - [User group validator](/docs/automations/user-group-validator)\\n    - [Work duration](/docs/automations/work-duration)\\n    - [Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    -",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-13",
+        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4021_KNOWLEDGE_NODE-13",
+        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
+        "title": "Slack scraper | Automate | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "17d61e6f-209e-43f7-bac4-61f02c5a63f1",
+    "query": "customizar severity de los tickets",
+    "retrievals": [
+      {
+        "id": "ART-1551_KNOWLEDGE_NODE-506",
+        "text": "organizations.\\n\\nticket.severity enum Optional\\n\\nFilters for tickets with any of the provided severities.\\n\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\n\\nFilters for records with any of the provided SLA stages.\\n\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\n\\nFilters for tickets with any of the provided source channels.\\n\\nticket.subtype string Optional\\n\\nFilters for tickets with any of the provided",
+        "title": "Update (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1834_KNOWLEDGE_NODE-447",
+        "text": "organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype",
+        "title": "Delete \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1651_KNOWLEDGE_NODE-455",
+        "text": "the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue",
+        "title": "Create \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-29",
+        "text": "**Severity**: The importance of the ticket. Severity can be set to low, medium, blocker, or high.\\n* **Stage**: The current state of the issue. The stage attribute is used to track the progress of the issue through its lifecycle. For more information on stages, see [stages](#stages).\\n* **Part**: The part of the company or product that the issue is related to. For more information on parts, see [parts](./parts).\\n* **Created by**: The user who created the ticket.\\n* **Created date**: The date",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1633_KNOWLEDGE_NODE-454",
+        "text": "the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue",
+        "title": "List \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1654_KNOWLEDGE_NODE-466",
+        "text": "the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue",
+        "title": "List \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1651_KNOWLEDGE_NODE-468",
+        "text": "Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the",
+        "title": "Create \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1824_KNOWLEDGE_NODE-447",
+        "text": "the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue",
+        "title": "Delete \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1829_KNOWLEDGE_NODE-463",
+        "text": "the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets with any of the provided subtypes.\\ntype enum Optional\\nFilters for work of the provided types.\\nAllowed values: issue",
+        "title": "Delete \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1837_KNOWLEDGE_NODE-447",
+        "text": "associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the provided source channels.\\nticket.subtype string Optional\\nFilters for tickets",
+        "title": "Update \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "2b37472e-12b1-409b-b999-3e3c953bc4bf",
+    "query": "support engineer typing indicator in ticket conversation",
+    "retrievals": [
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-13",
+        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1960_KNOWLEDGE_NODE-41",
+        "text": "*[ticket](#ticket)*\\n:   Read more about\\xc2\\xa0[*task*](https://docs.devrev.ai/product/core)\\n\\nticket\\n\\n:   A record of a customer\\'s request for assistance or support.\\n:   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\".\\n:   Terms related to\\xc2\\xa0*ticket*:\\n\\n    * *[conversation](#conversation)*\\n    *",
+        "title": "Glossary | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-42",
+        "text": "it's automatically put into the *queued* stage, which indicates that it needs to be picked up by a customer experience engineer.\\n\\n**In-progress**\\n\\n* *Work in progress* (WIP)\\n\\n  Work on the concern reported by the user has begun. When a customer experience engineer starts work on a ticket, the ticket's stage changes to *work in progress*. When they require more information, they may ask the customer for additional detail (such as logs or context), in which case the stage would change to",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "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), and tickets can be linked to build issues. This [linkage](../product/apps) means that all work can be traced back to customer concerns or requests.\\n\\nSlash commands are available in tickets to provide AI assistance to customer experience engineers.",
+        "title": "Computer for Support Teams | DevRev"
+      },
+      {
+        "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 other attributes for the ticket: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the ticket; select the workspace that the ticket pertains to.\\n6. If there are",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1977_KNOWLEDGE_NODE-13",
+        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
+        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-36",
+        "text": "Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n![]()\\n\\n![]()\"",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2019_KNOWLEDGE_NODE-3",
+        "text": "reminder\\nCSAT on conversation\\nCSAT on ticket\\nDescope identity validation\\nFollow-up ticket\\nHTTP archive file upload & sanitization\\nLink preview\\nOrg tags sync\\nSentiment evaluator\\nStageFlow automator\\nSmart issue creator\\nSet user preference for group\\nSmart import KBs\\nSLA status change Slack notifier\\nSlash commands\\nSmart sprint\\nSpam Shield\\nTicket age in engineering\\nTicket issue field migrator\\nTicket email notifier\\nTask tracker\\nTicket Tagger\\nWork duration\\nOperational SLA",
+        "title": "Smart sprint | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-41",
+        "text": "progress\\n\\n\\n\\nOpen\\n\\n\\n\\nEscalate\\n\\n\\n\\nValidate the fix\\n\\n\\n\\nAdditional detail needed\\n\\n\\n\\nCustomer responds\\n\\n\\n\\nStart\\n\\n\\n\\nFeature request accepted\\n\\n\\n\\nResolved\\n\\n\\n\\nNot valid\\n\\n\\n\\nQueued\\n\\n\\n\\nWork in progress\\n\\n\\n\\nAwaiting product assist\\n\\n\\n\\nAwaiting development\\n\\n\\n\\nAwating customer response\\n\\n\\n\\nIn development\\n\\n\\n\\nAccepted\\n\\n\\n\\nResolved\\n\\n\\n\\nCanceled\\n```\\n\\n**Open**\\n\\n* *Queued* (Q)\\n  The initial stage for all tickets. When a new ticket is created,",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-45",
+        "text": "a user. In certain cases where the ticket depends on some fix (issues) the stage may go from *in development* to *awaiting customer response* when the corresponding issues have been resolved and the fix needs to be validated with the user.\\n\\n  In certain cases, the customer experience engineer may be able to solve directly (without any required issues) which may change the stage from *work in progress* to *awaiting customer response* to validate they have solved the problem. If either has",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "a6f5b2b9-52ec-495d-8dfd-118e5d6a425b",
+    "query": "update the name that a broadcast on an incident comes from when pushed to a ticket",
+    "retrievals": [
+      {
+        "id": "ART-4133_KNOWLEDGE_NODE-18",
+        "text": "incident was mitigated.\\n\\nowned\\\\_byobjectOptional\\n\\nShow 1 properties\\n\\npiaobjectOptional\\n\\nShow 1 properties\\n\\nplaybooksobjectOptional\\n\\nShow 1 properties\\n\\nrelated\\\\_docsobjectOptional\\n\\nShow 1 properties\\n\\nreported\\\\_bylongOptional\\n\\nThe entity that first reported the incident.\\n\\nseveritylongOptional\\n\\nSeverity of the incident.\\n\\nstageobjectOptional\\n\\nUpdate object for Stage.\\n\\nShow 2 properties\\n\\nstage\\\\_validation\\\\_optionslist of enumsOptional\\n\\nThe type of stage",
+        "title": "Update Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-4133_KNOWLEDGE_NODE-1",
+        "text": "<token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{ |\\n| > | \"id\": \"string\" |\\n| > | }\\' |\\n```\\n\\n[Try it](/beta/api-reference/incidents/update?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"incident\": { |\\n| 3 | \"id\": \"string\", |\\n| 4 | \"title\": \"string\", |\\n| 5 | \"acknowledged_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 6 | \"actual_close_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 7 | \"applies_to_parts\": [ |\\n| 8 | { |\\n| 9 | \"display_id\":",
+        "title": "Update Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-4133_KNOWLEDGE_NODE-5",
+        "text": "|\\n| 67 | \"display_id\": \"string\", |\\n| 68 | \"identified_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 69 | \"impact\": { |\\n| 70 | \"count\": { |\\n| 71 | \"id\": 1, |\\n| 72 | \"label\": \"string\", |\\n| 73 | \"ordinal\": 1, |\\n| 74 | \"value\": null |\\n| 75 | }, |\\n| 76 | \"customer_ids\": [ |\\n| 77 | { |\\n| 78 | \"id\": \"string\", |\\n| 79 | \"display_id\": \"string\", |\\n| 80 | \"display_name\": \"string\" |\\n| 81 | } |\\n| 82 | ] |\\n| 83 | }, |\\n| 84 | \"mitigated_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 85 | \"modified_by\": {",
+        "title": "Update Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-4133_KNOWLEDGE_NODE-15",
+        "text": "\"string\" |\\n| 258 | } |\\n| 259 | ], |\\n| 260 | \"target_close_date\": \"2023-01-01T12:00:00.000Z\" |\\n| 261 | } |\\n| 262 | } |\\n```\\n\\nUpdates an incident.\\n\\n### Headers\\n\\nAuthorizationstringRequired\\n\\nBearer authentication of the form `Bearer <token>`, where token is your auth token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nidstringRequired`format: \"id\"`\\n\\nThe ID of the incident to be updated.\\n\\nacknowledged\\\\_datestringOptional`format: \"date-time\"`\\n\\nTimestamp when the incident",
+        "title": "Update Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-4127_KNOWLEDGE_NODE-5",
+        "text": "|\\n| 67 | \"display_id\": \"string\", |\\n| 68 | \"identified_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 69 | \"impact\": { |\\n| 70 | \"count\": { |\\n| 71 | \"id\": 1, |\\n| 72 | \"label\": \"string\", |\\n| 73 | \"ordinal\": 1, |\\n| 74 | \"value\": null |\\n| 75 | }, |\\n| 76 | \"customer_ids\": [ |\\n| 77 | { |\\n| 78 | \"id\": \"string\", |\\n| 79 | \"display_id\": \"string\", |\\n| 80 | \"display_name\": \"string\" |\\n| 81 | } |\\n| 82 | ] |\\n| 83 | }, |\\n| 84 | \"mitigated_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 85 | \"modified_by\": {",
+        "title": "Create Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-1551_KNOWLEDGE_NODE-275",
+        "text": "Optional\\n\\nTimestamp when the incident was mitigated.\\n\\nowned_by object Optional\\nShow property\\npia object Optional\\nShow property\\nplaybooks object Optional\\nShow property\\nrelated_docs object Optional\\nShow property\\nreported_by long Optional\\n\\nThe entity that first reported the incident.\\n\\nseverity long Optional\\n\\nSeverity of the incident.\\n\\nsource long Optional\\n\\nSource of where the incident was created. Only sys users and service accounts are supposed to set this field.\\n\\nstage",
+        "title": "Update (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4127_KNOWLEDGE_NODE-10",
+        "text": "\"string\" |\\n| 166 | }, |\\n| 167 | \"sync_metadata\": { |\\n| 168 | \"external_reference\": \"string\", |\\n| 169 | \"origin_system\": \"string\" |\\n| 170 | }, |\\n| 171 | \"title\": \"string\" |\\n| 172 | } |\\n| 173 | ], |\\n| 174 | \"reported_by\": { |\\n| 175 | \"id\": 1, |\\n| 176 | \"label\": \"string\", |\\n| 177 | \"ordinal\": 1, |\\n| 178 | \"value\": null |\\n| 179 | }, |\\n| 180 | \"severity\": { |\\n| 181 | \"id\": 1, |\\n| 182 | \"label\": \"string\", |\\n| 183 | \"ordinal\": 1, |\\n| 184 | \"value\": null |\\n| 185 | }, |\\n| 186 |",
+        "title": "Create Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-4133_KNOWLEDGE_NODE-10",
+        "text": "\"string\" |\\n| 166 | }, |\\n| 167 | \"sync_metadata\": { |\\n| 168 | \"external_reference\": \"string\", |\\n| 169 | \"origin_system\": \"string\" |\\n| 170 | }, |\\n| 171 | \"title\": \"string\" |\\n| 172 | } |\\n| 173 | ], |\\n| 174 | \"reported_by\": { |\\n| 175 | \"id\": 1, |\\n| 176 | \"label\": \"string\", |\\n| 177 | \"ordinal\": 1, |\\n| 178 | \"value\": null |\\n| 179 | }, |\\n| 180 | \"severity\": { |\\n| 181 | \"id\": 1, |\\n| 182 | \"label\": \"string\", |\\n| 183 | \"ordinal\": 1, |\\n| 184 | \"value\": null |\\n| 185 | }, |\\n| 186 |",
+        "title": "Update Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-4133_KNOWLEDGE_NODE-17",
+        "text": "included in the\\nspecifier, it remains unchanged. For surfaces with human interactors,\\nit is recommended to provide tenant\\\\_fragment: true and\\nvalidate\\\\_required\\\\_fields: true.\\n\\nShow 5 properties\\n\\nexternal\\\\_source\\\\_dataobjectOptional\\n\\nShow 3 properties\\n\\nidentified\\\\_datestringOptional`format: \"date-time\"`\\n\\nTime when the incident was identified/reported.\\n\\nimpactobjectOptional\\n\\nShow 2 properties\\n\\nmitigated\\\\_datestringOptional`format: \"date-time\"`\\n\\nTimestamp when the",
+        "title": "Update Incident | DevRev | Docs"
+      },
+      {
+        "id": "ART-4133_KNOWLEDGE_NODE-19",
+        "text": "validations options when updating the stage or\\nthe stage diagram of an incident.\\n\\nAllowed values:allow\\\\_invalid\\\\_transition\\n\\nstaged\\\\_infoobjectOptional\\n\\nUpdate object for StagedInfo.\\n\\nShow 4 properties\\n\\nsync\\\\_metadataobjectOptional\\n\\nShow 4 properties\\n\\ntagsobjectOptional\\n\\nShow 1 properties\\n\\ntarget\\\\_close\\\\_datestringOptional`format: \"date-time\"`\\n\\nTimestamp when the incident is expected to be resolved.\\n\\ntitlestringOptional`format: \"text\"`\\n\\nTitle of the",
+        "title": "Update Incident | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "125f9761-a931-43b8-aa5a-1d865a512efc",
+    "query": "search functionality on tickets and issues deprecated",
+    "retrievals": [
+      {
+        "id": "ART-1959_KNOWLEDGE_NODE-29",
+        "text": "in:title crm |\\n| - | Acts as an exclusion in search results. \"-\" can be used for the same purpose. | type:issue -crm  type:issue in:title -crm |\\n| state | Filters results based on the stage: open, closed, or in\\\\_progress. | state:open  state:closed  state:in\\\\_progress |\\n| severity | Filters out tickets with the desired severity level. Supports: blocker, high, medium, low. | severity:high  type:ticket -severity:low (filters all tickets excluding the ones with low severity)",
+        "title": "Search | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1959_KNOWLEDGE_NODE-28",
+        "text": "of the ticket/issue/enhancement or title. | in:title crm  in:title \"crm exp\"  in:title crm exp   in:body \"bot issues\" |\\n| type:<object type> | Enables users to filter by object type. Supported object types include: issue, enhancement, ticket, revu (for searching contacts), question\\\\_answer, conversation, article, devu (for searching internal contacts), account, feature, runnable. | type:issue  type:enhancement in:title CRM  type:revu  type:enhancement, opportunity  type:issue, enhancement",
+        "title": "Search | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1242_KNOWLEDGE_NODE-0",
+        "text": "b'Tickets and issues | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[works](/api-reference/works/tickets-and-issues)\\n\\nTickets and issues\\n==================\\n\\nCopy page\\n\\n`works` endpoint\\n\\n\\xe2\\x84\\xb9\\xef\\xb8\\x8f A work item is a record of some work that has to be done for a customer (ticket) or for another builder or maintainer of a part (issue).\\n\\n\\xf0\\x9f\\x93\\x8c For more information",
+        "title": "Tickets and issues | DevRev | Docs"
+      },
+      {
+        "id": "ART-1959_KNOWLEDGE_NODE-34",
+        "text": "subtype:<subtype_name> <custom_field_name>:<value>\\n```\\n```\\n\\n**Examples**\\n\\nSearch for tickets related to access issues with tenant field escalated:\\n\\n```\\n```\\n1 tnt__escalated:true access issues\\n```\\n```\\n\\nSearch for bugs related to access issues with subtype field customer\\\\_impact:\\n\\n```\\n```\\n1 subtype:Bug ctype__customer_impact:true access issues\\n```\\n```\\n\\nSearch across multiple subtypes for tickets related to access issues:\\n\\n```\\n```\\n1 subtype:Bug,Events access",
+        "title": "Search | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1784_KNOWLEDGE_NODE-445",
+        "text": "issues synced from this specific origin system.\\ntags string Optional\\nFilters for work with any of the provided tags.\\nticket.channels enum Optional\\nFilters for tickets with any of the provided channels.\\nAllowed values: email plug slack twilio twilio_sms\\nticket.group string Optional\\nFilters for tickets belonging to specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need",
+        "title": "Locate Post \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1783_KNOWLEDGE_NODE-445",
+        "text": "issues synced from this specific origin system.\\ntags string Optional\\nFilters for work with any of the provided tags.\\nticket.channels enum Optional\\nFilters for tickets with any of the provided channels.\\nAllowed values: email plug slack twilio twilio_sms\\nticket.group string Optional\\nFilters for tickets belonging to specific groups.\\nticket.is_spam boolean Optional\\nFilters for tickets that are spam.\\nticket.needs_response boolean Optional\\nFilters for tickets that need",
+        "title": "Locate \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1447_KNOWLEDGE_NODE-1",
+        "text": "[Tickets](https://docs.devrev.ai/product/tickets) and [Issues](https://docs.devrev.ai/product/issues).\\n\\nWas this page helpful?YesNo\\n\\n[Create WorkUp Next](/public/api-reference/works/create)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  *",
+        "title": "Tickets and issues \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1447_KNOWLEDGE_NODE-0",
+        "text": "b'[](/public/api-reference/works/tickets-and-issues)\\n\\nPublic\\n\\n[API Reference](/public/api-reference/getting-started)[Works](/public/api-reference/works/tickets-and-issues)\\n\\n#\\n\\nTickets and issues\\n\\n`works` endpoint\\n\\n\\xe2\\x84\\xb9\\xef\\xb8\\x8f A work item is a record of some work that has to be done for a customer (ticket) or for another builder or maintainer of a part (issue).\\n\\n\\xf0\\x9f\\x93\\x8c For more information about work items, refer to",
+        "title": "Tickets and issues \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-2874_KNOWLEDGE_NODE-27",
+        "text": "updated, and not updated. If the fields specified in the configuration are not found, a notification will be provided in the **Discussion** tab.\\n\\n[PreviousTicket age in engineering](/docs/automations/ticket-age-in-engineering)[NextTicket Immutability](/docs/automations/ticket-immutability)\\n\\n#### On this page\\n\\n* [Ticket issue field migrator](#ticket-issue-field-migrator)\\n* [Installation](#installation)\\n* [Configuration](#configuration)\\n\\n[Enterprise grade security to protect customer",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1959_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Search | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "3c9dd52b-a637-4fa2-8bd7-a42ec07c7655",
+    "query": "how to use snap-ins in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-1274_KNOWLEDGE_NODE-1",
+        "text": "snap-in.\\n\\nSnap-ins are collections of objects that extend DevRev\\xe2\\x80\\x99s core platform value. These objects include automation, event sources, keyrings, custom types, and vistas. Snap-ins are packaged and installed separately from the DevRev core platform. To create your own snap-in, create a [dev org](https://app.devrev.ai/) where you will be installing your snap-in.\\n\\n[1](/snapin-development/tutorials/getting-started#before-you-begin)\\n\\n### Before you begin\\n\\n* Install [DevRev",
+        "title": "Getting started | DevRev | Docs"
+      },
+      {
+        "id": "ART-1275_KNOWLEDGE_NODE-0",
+        "text": "b'Using a snap-in to perform a DevRev action | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\nOn this page\\n\\n* [Introduction](/snapin-development/tutorials/timer-ticket-creator#introduction)\\n* [Background context](/snapin-development/tutorials/timer-ticket-creator#background-context)\\n* [Resources](/snapin-development/tutorials/timer-ticket-creator#resources)\\n\\n[Snap-in",
+        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-31",
+        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1485_KNOWLEDGE_NODE-5",
+        "text": "[Resources](/public/snapin-development/tutorials/triggered-event#resources)\\n\\n[Snap-in development](/public/snapin-development/concepts)[Tutorials](/public/snapin-development/tutorials/overview)\\n\\n#\\n\\nSnap-in triggered by a DevRev event\\n\\n## Introduction\\n\\nIn this tutorial, you\\xe2\\x80\\x99ll learn to create a dynamic snap-in that responds to both DevRev Webhook events triggered by the creation of a [work](https://docs.devrev.ai/product/core) and specialized",
+        "title": "Snap-in triggered by a DevRev event \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-27",
+        "text": "Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-2004_KNOWLEDGE_NODE-24",
+        "text": "the [Marketplace](/marketplace).\\n\\nSnap-ins are of the following types:\\n\\n* **Integrations** let you connect DevRev with existing systems such as Slack and Jira.\\n* **Automations** perform tasks within DevRev based on events, like responding to customer conversations and linking tickets and issues.\\n* **AirSync** helps you bring data from external sources to DevRev and keep them in sync.\\n\\nWhile numerous snap-ins are available and more are in development, you can create your own using",
+        "title": "Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1277_KNOWLEDGE_NODE-1",
+        "text": "development](/snapin-development/concepts)[Tutorials](/snapin-development/tutorials/overview)\\n\\nSnap-in triggered by a DevRev event\\n===================================\\n\\nCopy page\\n\\nIntroduction\\n------------\\n\\nIn this tutorial, you\\xe2\\x80\\x99ll learn to create a dynamic snap-in that responds to both DevRev Webhook events triggered by the creation of a [work](https://docs.devrev.ai/product/core) and specialized [command](/snapin-development/references/commands) within DevRev.\\n\\nThe focus",
+        "title": "Snap-in triggered by a DevRev event | DevRev | Docs"
+      },
+      {
+        "id": "ART-1277_KNOWLEDGE_NODE-4",
+        "text": "[Using a snap-in to perform a DevRev action](/snapin-development/tutorials/timer-ticket-creator) tutorial.\\n\\n[1](/snapin-development/tutorials/triggered-event#installation-guide)\\n\\n### Installation guide\\n\\n* Install [DevRev CLI](/snapin-development/references/cli-install)\\n* Install [jq](https://stedolan.github.io/jq)\\n* Install [DevRev SDK](https://www.npmjs.com/package/@devrev/typescript-sdk?activeTab=readme)\\n\\n##### \\n\\nIf you did not follow the [getting",
+        "title": "Snap-in triggered by a DevRev event | DevRev | Docs"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-30",
+        "text": "Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1277_KNOWLEDGE_NODE-0",
+        "text": "b'Snap-in triggered by a DevRev event | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\nOn this page\\n\\n* [Introduction](/snapin-development/tutorials/triggered-event#introduction)\\n* [Background context](/snapin-development/tutorials/triggered-event#background-context)\\n* [Resources](/snapin-development/tutorials/triggered-event#resources)\\n\\n[Snap-in",
+        "title": "Snap-in triggered by a DevRev event | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "51b684c7-7de7-4c12-aecb-043d082158a5",
+    "query": "generate support tickets from slack messages with questions",
+    "retrievals": [
+      {
+        "id": "ART-1968_KNOWLEDGE_NODE-13",
+        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
+        "title": "Conversation insights | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-7",
+        "text": "Tickets from Chat ConversationsYes, you can create a ticket from a conversation without leaving the chat. Some fields may be prefilled from the conversation.\\n\\nDetails:\\xc2\\xa0[Conv \\xe2\\x86\\x92 Ticket Creation](https://devrev.ai/docs/product/conversation-ticket)\\n\\n5. Viewing Ticket Activity to Avoid Duplicate Responses\\n\\nCurrently, there\\xe2\\x80\\x99s no direct feature to see who is viewing a ticket in real time. But, we can see if someone is typing on a ticket.\\n\\n6. Generating AI Summaries",
+        "title": "Support queries related playbook"
+      },
+      {
+        "id": "ART-1983_KNOWLEDGE_NODE-13",
+        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
+        "title": "Questions & answers | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1983_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Questions & answers | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-30",
+        "text": "there.\\n\\n![]()\\n\\nSlack end-user experience\\n-------------------------\\n\\nWhen a conversation is converted to a ticket in Slack:\\n\\n* Ticket information appears within the same thread.\\n* All subsequent messages sync with the newly created ticket.\\n* The transition is seamless for the end user.\\n\\nConversation conversion scenarios\\n---------------------------------\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n* Complex issues requiring in-depth investigation\\n*",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-13",
+        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-4021_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Slack scraper | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1991_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Support snap-ins | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1973_KNOWLEDGE_NODE-13",
+        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
+        "title": "Conversation-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "2e98cdf9-4951-4185-a63a-295def43b837",
+    "query": "cron configuration for timer trigger schedule in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-1275_KNOWLEDGE_NODE-8",
+        "text": "type `cron` or\\n`interval_seconds` as mentioned in the\\n[documentation](/snapin-development/references/event-sources#timer-based-event-sources).\\nThe `cron` config is used here.\\n\\nmanifest.yaml\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | event_sources: |\\n| 2 | organization: |\\n| 3 | - name: timer-event-source |\\n| 4 | description: Event source that sends events every 10 minutes. |\\n| 5 | display_name: Timer Event Source |\\n| 6 | type: timer-events |\\n| 7 | config: |\\n| 8 | # CRON expression for",
+        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-11",
+        "text": "config:  \\n    8|             # CRON expression for triggering every 10 minutes.  \\n    9|             cron: \"*/10 * * * *\"  \\n    10|             metadata:  \\n    11|                 event_key: ten_minute_event\\n[/code]  \\n  \\nFinally, update the `function` name to better reflect the behavior and `automation`name to use the event type corresponding to the `timer-events` event source.\\n\\nmanifest.yaml\\n\\n[code]\\n\\n    1| functions:  \\n    ---|---  \\n    2|     - name: ticket_creator  \\n    3|",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-10",
+        "text": "`interval_seconds` as mentioned in the [documentation](/public/snapin-development/references/event-sources#timer-based-event-sources). The `cron` config is used here.\\n\\nmanifest.yaml\\n\\n[code]\\n\\n    1| event_sources:  \\n    ---|---  \\n    2|     organization:  \\n    3|         - name: timer-event-source  \\n    4|           description: Event source that sends events every 10 minutes.  \\n    5|           display_name: Timer Event Source  \\n    6|           type: timer-events  \\n    7|",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1275_KNOWLEDGE_NODE-9",
+        "text": "triggering every 10 minutes. |\\n| 9 | cron: \"*/10 * * * *\" |\\n| 10 | metadata: |\\n| 11 | event_key: ten_minute_event |\\n```\\n\\nFinally, update the `function` name to better reflect the behavior and\\n`automation`name to use the event type corresponding to the `timer-events` event\\nsource.\\n\\nmanifest.yaml\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | functions: |\\n| 2 | - name: ticket_creator |\\n| 3 | description: Function to create a new ticket when triggered. |\\n| 4 |  |\\n| 5 | automations: |\\n| 6 | -",
+        "title": "Using a snap-in to perform a DevRev action | DevRev | Docs"
+      },
+      {
+        "id": "ART-4257_KNOWLEDGE_NODE-23",
+        "text": "the time spent on specific tasks, allowing you to track events such as response time, loading time, or any other duration-based metrics.\\n\\nThe mechanism utilizes balanced start and stop methods, both of which accept a timer name and an optional dictionary of properties.\\n\\nTo start a timer, use the following method:\\n\\n[code]\\n\\n    1| DevRev.startTimer(_:properties:)  \\n    ---|---\\n[/code]  \\n  \\nTo stop a timer, use the following method:\\n\\n[code]\\n\\n    1| DevRev.stopTimer(_:properties:)",
+        "title": "DevRev SDK for iOS \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1483_KNOWLEDGE_NODE-9",
+        "text": "better reflect the snap-in\\xe2\\x80\\x99s behavior.\\n\\nmanifest.yaml\\n\\n[code]\\n\\n    1| version: \"2\"  \\n    ---|---  \\n    2|   \\n    3| name: \"Timely Ticketer\"  \\n    4| description: \"Snap-in to create ticket every 10 minutes\"  \\n    5|   \\n    6| service_account:  \\n    7|     display_name: Automatic Ticket Creator Bot\\n[/code]  \\n  \\nNext, update the `event_sources` section to use the `timer-events` event source. The `timer-events` source type takes a `config` of type `cron` or",
+        "title": "Using a snap-in to perform a DevRev action \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15417_KNOWLEDGE_NODE-8",
+        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Create Org Schedule | DevRev | Docs"
+      },
+      {
+        "id": "ART-12456_KNOWLEDGE_NODE-19",
+        "text": "you can use the following method:\\n\\n[code]\\n\\n    1| DevRev.unmarkSensitiveViews(tags: any[])  \\n    ---|---\\n[/code]  \\n  \\n### Timers\\n\\nThe DevRev SDK offers a timer mechanism to measure the time spent on specific tasks, allowing you to track events such as response time, loading time, or any other duration-based metrics.\\n\\nThe mechanism uses balanced start and stop methods, both of which accept a timer name and an optional dictionary of properties.\\n\\nTo start a timer, use the following",
+        "title": "Features \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15434_KNOWLEDGE_NODE-8",
+        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Update Org Schedule | DevRev | Docs"
+      },
+      {
+        "id": "ART-4255_KNOWLEDGE_NODE-21",
+        "text": "to measure the time spent on specific tasks, allowing you to track events such as response time, loading time, or any other duration-based metrics.\\n\\nThe mechanism utilizes balanced start and stop methods, both of which accept a timer name and an optional hashmap of properties.\\n\\nTo start a timer, use the following method:\\n\\n###### Kotlin\\n\\n###### Java\\n\\n[code]\\n\\n    1| DevRev.startTimer(name: String, properties: HashMap<String, String>)  \\n    ---|---\\n[/code]  \\n  \\nTo stop a timer, use",
+        "title": "DevRev SDK for Android \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "015c89d4-6aa6-41f4-b9a4-6da7550e85eb",
+    "query": "view all tickets raised to DevRev support team",
+    "retrievals": [
+      {
+        "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 under **Support** in the DevRev app.\\n\\n![]()\\n\\nYou can export views to CSV or JSON by selecting **Actions** in the upper-right corner and choosing the format.\\n\\nAttributes\\n----------\\n\\nTickets have attributes that can be used to filter",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-37",
+        "text": "filters and **Group** conditions across various vistas in DevRev to track specific work, capacity, and more.\\n\\nYou can add custom attributes to tickets to track additional information. For more information on custom attributes, see [object customization](./object-customization).\\n\\nIssues are attached to tickets in order to track efforts with product priorities.\\n\\nCreate a ticket\\n---------------\\n\\n1. Go to **Support** > **Tickets** from the sidebar on the left.\\n2. Click **New Ticket** on",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-40",
+        "text": "a child issue or create a new one by clicking on **+ New issue**.\\nJust update the title of the child issue and click enter. All other fields will be populated automatically by DevRev. You can edit them later.\\n\\nTags\\n----\\n\\n* Stalled\\n* Priority/Escalated\\n* Fast/Slow Moving\\n* Blocked\\n* Resolution: [*value*]\\n* Impact: [*value*]\\n* Reason: [*value*]\\n\\nStages\\n------\\n\\nThe following figure shows the state machine for tickets.\\n\\n```\\nClosed\\n\\n\\n\\nIn",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-35",
+        "text": "docs](https://docs.devrev.ai/import).\\n* **Close date**: The date the ticket was closed.\\n* **Source channel**: The channel through which the ticket was created. Customers can create tickets via email, the portal, and various other channels.\\n* **Channel**: Indicates the medium used for customer communication.\\n* **Subscribers**: Indicates the group of users who will receive updates about the tickets.External contacts cannot be added as subscribers, so a [DevRev",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-23",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Attributes](#attributes)\\n* [Create a ticket](#create-a-ticket)\\n* [Tags](#tags)\\n* [Stages](#stages)\\n*",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-25",
+        "text": "Teams](/docs/product/support)\\n[Tickets](/docs/product/tickets)\\n\\nTickets\\n=======\\n\\nA *ticket* is 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's addressed in a timely and satisfactory manner. For example, if a user calls in and files a ticket for a problem they're facing any progress would be communicated to them through the ticket.\\n\\nTickets are",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1242_KNOWLEDGE_NODE-1",
+        "text": "about work items, refer to [Tickets](https://docs.devrev.ai/product/tickets) and [Issues](https://docs.devrev.ai/product/issues).\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/webhooks/update)[#### Create Work\\n\\nNext](/api-reference/works/create)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Tickets and issues | DevRev | Docs"
+      },
+      {
+        "id": "ART-1447_KNOWLEDGE_NODE-1",
+        "text": "[Tickets](https://docs.devrev.ai/product/tickets) and [Issues](https://docs.devrev.ai/product/issues).\\n\\nWas this page helpful?YesNo\\n\\n[Create WorkUp Next](/public/api-reference/works/create)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  *",
+        "title": "Tickets and issues \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-41",
+        "text": "progress\\n\\n\\n\\nOpen\\n\\n\\n\\nEscalate\\n\\n\\n\\nValidate the fix\\n\\n\\n\\nAdditional detail needed\\n\\n\\n\\nCustomer responds\\n\\n\\n\\nStart\\n\\n\\n\\nFeature request accepted\\n\\n\\n\\nResolved\\n\\n\\n\\nNot valid\\n\\n\\n\\nQueued\\n\\n\\n\\nWork in progress\\n\\n\\n\\nAwaiting product assist\\n\\n\\n\\nAwaiting development\\n\\n\\n\\nAwating customer response\\n\\n\\n\\nIn development\\n\\n\\n\\nAccepted\\n\\n\\n\\nResolved\\n\\n\\n\\nCanceled\\n```\\n\\n**Open**\\n\\n* *Queued* (Q)\\n  The initial stage for all tickets. When a new ticket is created,",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1963_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Accessing DevRev | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "5e261249-25ac-4221-a487-20a1dfaecdee",
+    "query": "add banner message in portal not showing",
+    "retrievals": [
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-38",
+        "text": "conversations on the portal.\\n3. Under **Styling**, upload a banner image which should be in the ratio of 6:1. You can also set light/dark mode for appearance and select your accent color.\\n4. If you want to enable customers to create tickets from the portal, under **Tabs** turn on **Enable ticket creation**. Assign default owner and part.\\n5. If you want to enable public ticket creation wherein unauthenticated users can create tickets, contact DevRev support.\\n6. Turn on the **Enable banner**",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-39",
+        "text": "toggle and craft your own title and description.\\n7. Enable **Public portal** to allow unauthenticated users to view/search public articles.\\n8. Click **Save & publish** to make the changes visible on your portal.\\n\\nIf you want to customize the font color and favicon, contact DevRev support. For favicon customization, an icon in .ico format is needed.\\n\\nCustomize portal URL\\n--------------------\\n\\nBy default, your customer portal is hosted at support.devrev.ai/<yourcompany>. The",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "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 company logo.\\n   * (Optional) Enable the footer and add your social media and text links in their respective fields.\\n   * (Optional) Enable **Search** to get answers in search results.\\n   * (Optional) Enable Plug widget to facilitate",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2063_KNOWLEDGE_NODE-28",
+        "text": "**Plug Nudges**.\\n2. Click **+ Nudge**.\\n3. In the **Create new nudge** window, select **Banner** and click **Create**.\\n4. In the **Nudge Title** field, enter the nudge name.\\n5. In the **Content** field, enter the nudge title.\\n6. To enable the nudge close button, turn on the **Show a close button** toggle.\\n7. Select the banner color by clicking the color icon.\\n8. Use the **Action** drop-down menu to select the type of engagement you want your users to have when they click the nudge. The",
+        "title": "Nudges | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-1471_KNOWLEDGE_NODE-16",
+        "text": "__\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
+        "title": "Restricted messages on a timeline \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-982_KNOWLEDGE_NODE-3",
+        "text": "to show our offer, the image, and action (e.g. launch URL).\\n\\nI\\xe2\\x80\\x99ve configured this and you can check it out HERE!\\n\\nTypes of Nudges\\n\\nDevRev Nudges currently supports two core types of nudges:\\n\\n\\n  Banner\\n    \\n      A banner at the top of the webpage\\n      Can only be text\\n      Can contain an action on click\\n    \\n  \\n  Spotlight\\n    \\n      A card located by the PLuG widget\\n      Can contain an image\\n      Can contain an action on click\\n    \\n  \\n\\n\\nSee It In",
+        "title": "DevRev Nudges - Driving Customer Engagement"
+      },
+      {
+        "id": "ART-10697_KNOWLEDGE_NODE-31",
+        "text": "boosting engagement and reducing repetitive inquiries. To enable Plug, go to **Settings > Portal Settings**, activate Plug widget, and **Save** and **Publish**.\\n\\n![]()\\xc2\\xa0For more information about *Support App*, refer to the following articles: \\xe2\\x80\\xa3 [Support snap-ins | Support](/docs/product/snapins-support) \\xe2\\x80\\xa3 [Support best practices | Support](/docs/product/support-bp) \\xe2\\x80\\xa3 [Support](/docs/product/support) \\xe2\\x80\\xa3",
+        "title": "February 2025 | Changelog | DevRev"
+      },
+      {
+        "id": "ART-886_KNOWLEDGE_NODE-3",
+        "text": "to show our offer, the image, and action (e.g. launch URL).\\n\\nI\\xe2\\x80\\x99ve configured this and you can check it out HERE!\\n\\nTypes of Nudges\\n\\nDevRev Nudges currently supports two core types of nudges:\\n\\n\\n  Banner\\n    \\n      A banner at the top of the webpage\\n      Can only be text\\n      Can contain an action on click\\n    \\n  \\n  Spotlight\\n    \\n      A card located by the PLuG widget\\n      Can contain an image\\n      Can contain an action on click\\n    \\n  \\n\\n\\nSee It In",
+        "title": "Nudges | The Book of DevRev"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-12",
+        "text": "width=\"0\" style=\"display:none;visibility:hidden\"></iframe>'",
+        "title": "Install PLuG chat on your website"
+      },
+      {
+        "id": "ART-1265_KNOWLEDGE_NODE-0",
+        "text": "b'Restricted messages on a timeline | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\nOn this page\\n\\n* [Introduction](/guides/timeline-entries#introduction)\\n* [Send a restricted visibility message](/guides/timeline-entries#send-a-restricted-visibility-message)\\n* [Summary](/guides/timeline-entries#summary)\\n\\n[Guides](/guides/webhooks)\\n\\nRestricted messages on a timeline\\n=================================\\n\\nCopy",
+        "title": "Restricted messages on a timeline | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "87a0c450-5958-433a-a7be-6909813e797b",
+    "query": "sync contacts and accounts from DevRev to Salesforce",
+    "retrievals": [
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-35",
+        "text": "longer available.\\n\\n### Sync to DevRev\\n\\nAfter a successful import from a Salesforce account, you can choose to sync the imported data with DevRev. This feature airdrops any new items and any changes made to previously imported items from Salesforce.\\n\\nTo perform a one-time sync to DevRev, follow these steps:\\n\\n1. Go to **Settings** > **Integrations** > **AirSyncs**.\\n2. Locate the previously imported project.\\n3. Select **\\xe2\\x8b\\xae** > **Sync Salesforce Service to",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-36",
+        "text": "DevRev**.\\n\\n![]()\\n\\nThis may override fields in previously imported items, even if they were modified in DevRev.\\n\\n### Sync to Salesforce\\n\\nAfter a successful import from a Salesforce account, you can sync changes made in DevRev to the previously imported cases back to Salesforce. Additionally, any new [DevRev tickets marked for sync](#mark-a-devrev-ticket-for-syncing) is created as new Salesforce items.\\n\\nTo perform a one-time sync to Salesforce, follow these steps:\\n\\n1. Go to",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-30",
+        "text": "it\\'s your first).\\n2. Create a new connection to your Salesforce account, or use an existing connection if you already have one.\\n3. Once the connection is established, select the Salesforce account you want to import and specify the DevRev part that should be used for any imported cases without a product. This initiates a bulk import of the selected account.\\n4. DevRev makes an effort to automatically map the fields from Salesforce to corresponding fields in DevRev. However, you may be",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-32",
+        "text": "automatically.\\n\\nPost import options\\n-------------------\\n\\nAfter a successful import, you have the following options available for the imported account:\\n\\n* [Sync to DevRev](#sync-to-devrev):\\n  + This option allows you to synchronize any modifications made in Salesforce with the corresponding items previously imported into DevRev. It also creates new items in DevRev for any new items created in Salesforce after the last sync or import. This is a one-time operation.\\n* [Sync to",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-26",
+        "text": "corresponding DevRev equivalent. Those marked as **Sync to DevRev** are eligible for import/sync to DevRev from Salesforce. Those marked as **Sync to Salesforce** are eligible to be synced to Salesforce from DevRev.\\n\\n| Salesforce Object | DevRev Object | Sync to DevRev | Sync to Salesforce |\\n| --- | --- | --- | --- |\\n| Case | Ticket | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Task | Ticket | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Problem | Ticket | \\xe2\\x9c\\x85 | \\xe2\\x9c\\x85 |\\n| Incident | Ticket |",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-33",
+        "text": "Salesforce](#sync-to-salesforce):\\n  + This option synchronizes any changes made in DevRev to previously synced Salesforce [supported items](#supported-objects) back to Salesforce. It also creates any [items marked in DevRev](#mark-a-devrev-ticket-for-syncing) for creation in Salesforce. This is a one-time operation.\\n* [Periodic Sync](#periodic-sync):\\n  + By enabling this option, you can automatically sync new changes from Salesforce to DevRev on a periodic basis. The default frequency is",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-37",
+        "text": "**Settings** > **Integrations** > **AirSyncs**.\\n2. Locate the previously imported project.\\n3. Select **\\xe2\\x8b\\xae** > **Sync DevRev to Salesforce Service**.\\n\\n![]()\\n\\nThis may override fields in Salesforce of previously imported items, even if they were modified in Salesforce.\\n\\n#### Mark a DevRev ticket for syncing\\n\\nUsing the [Sync to Salesforce](#sync-to-salesforce) feature, it\\'s possible to sync DevRev tickets to Salesforce. In order to sync a DevRev ticket to a specific Salesforce",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-25",
+        "text": "AirSync](/docs/integrations/salesforce)\\n\\nSalesforce AirSync\\n==================\\n\\nDevRev\\'s Salesforce AirSync allows you to perform a bulk migration, ongoing 1-way sync, or ongoing 2-way syncs. A bulk import is a prerequisite to setting up a sync.\\n\\n![]()\\n\\nFor more information, refer to the [Salesforce AirSync snap-in](https://marketplace.devrev.ai/salesforce) on the DevRev marketplace.\\n\\nSupported objects\\n-----------------\\n\\nThe following is a list of Salesforce objects and their",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2045_KNOWLEDGE_NODE-49",
+        "text": "associated with the account you want to merge from will be associated with the account to be merged with.\\n4. Click **Merge**.\\n\\nContact deduplication\\n---------------------\\n\\nDevRev contacts help you keep track of your [customers](https://docs.devrev.ai/product/customers). Contacts are the individual users, which may or may not be associated with an account. DevRev contacts aren\\'t globally unique. The same user may have multiple contact records.\\n\\nAirSync imported contacts are deduplicated",
+        "title": "AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2045_KNOWLEDGE_NODE-46",
+        "text": "organizations in Zendesk, or accounts in Salesforce.\\n\\nAn AirSync doesn\\'t deduplicate imported accounts; rather, it modifies them so that new accounts don\\'t violate DevRev constraints. These accounts can be merged after the import has been completed. Since DevRev has several constraints on the uniqueness of different DevRev account fields, AirSync avoids breaking these constraints by following these rules when another account is already using the unique value:\\n\\n| Account Field | Rule |\\n|",
+        "title": "AirSync | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "c6798ed1-757f-4810-8b8b-3cf7e78a732c",
+    "query": "best way to export accounts in bulk",
+    "retrievals": [
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-9",
+        "text": "Export Accounts (POST)\\n\\nNext](/api-reference/accounts/export-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Export Accounts | DevRev | Docs"
+      },
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-1",
+        "text": "it](/api-reference/accounts/export?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14 | \"type\": \"string\", |\\n| 15 | \"name\": \"string\", |\\n| 16 | \"size\": 1 |\\n| 17 | } |\\n| 18",
+        "title": "Export Accounts | DevRev | Docs"
+      },
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-0",
+        "text": "b'Export Accounts | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nExport Accounts\\n===============\\n\\nCopy page\\n\\nGET\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nGET\\n\\n/accounts.export\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl https://api.devrev.ai/accounts.export \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" |\\n```\\n\\n[Try",
+        "title": "Export Accounts | DevRev | Docs"
+      },
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-1",
+        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[API Reference](/public/api-reference/getting-started)[Accounts](/public/api-reference/accounts/accounts)\\n\\n# Export Accounts\\n\\nGET\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nTry it\\n\\nExports a collection of accounts.\\n\\n### Query parameters\\n\\ncreated_bylist of stringsOptional\\n\\nFilters for accounts created by the specified",
+        "title": "Export Accounts \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1255_KNOWLEDGE_NODE-1",
+        "text": "|\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/accounts/export-post?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14",
+        "title": "Export Accounts (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-1255_KNOWLEDGE_NODE-0",
+        "text": "b'Export Accounts (POST) | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nExport Accounts (POST)\\n======================\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nPOST\\n\\n/accounts.export\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/accounts.export \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\",
+        "title": "Export Accounts (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-10",
+        "text": "\"modified_date\": \"2023-01-01T12:00:00.000Z\",  \\n    69|       \"primary_account\": {  \\n    70|         \"id\": \"foo\",  \\n    71|         \"display_id\": \"foo\",  \\n    72|         \"display_name\": \"foo\"  \\n    73|       },  \\n    74|       \"tier\": \"foo\",  \\n    75|       \"websites\": [  \\n    76|         \"foo\"  \\n    77|       ]  \\n    78|     }  \\n    79|   ]  \\n    80| }\\n[/code]  \\n  \\n[Export Accounts (POST)Up Next](/public/api-reference/accounts/export-post)\\n\\n[Built",
+        "title": "Export Accounts \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1462_KNOWLEDGE_NODE-0",
+        "text": "b'[](/public/api-reference/accounts/export-post)\\n\\nPublic\\n\\n[API Reference](/public/api-reference/getting-started)[Accounts](/public/api-reference/accounts/accounts)\\n\\n# Export Accounts (POST)\\n\\nPOST\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nTry it\\n\\nExports a collection of accounts.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\ncreated_bylist of stringsOptional\\n\\nFilters for accounts created by the specified user(s).\\n\\ncreated_dateobjectOptional\\n\\nShow 2",
+        "title": "Export Accounts (POST) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-0",
+        "text": "b'[](/public/api-reference/accounts/export)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
+        "title": "Export Accounts \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-5",
+        "text": "Unavailable Error\\n\\nGET\\n\\n/accounts.export\\n\\n[code]\\n\\n    $| curl https://api.devrev.ai/accounts.export \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\"\\n[/code]  \\n  \\nTry it\\n\\n200exportExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"accounts\": [  \\n    3|     {  \\n    4|       \"id\": \"foo\",  \\n    5|       \"owned_by\": [  \\n    6|         {  \\n    7|           \"display_id\": \"foo\",  \\n    8|           \"id\": \"foo\",  \\n    9|           \"display_name\": \"foo\",  \\n",
+        "title": "Export Accounts \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "1b7f0c03-5c55-403e-baf4-242b8d91bbe7",
+    "query": "copy schema subtype deal registration leaf type of account",
+    "retrievals": [
+      {
+        "id": "ART-4116_KNOWLEDGE_NODE-0",
+        "text": "b'[](/beta/api-reference/customization/schemas-subtype-prepare-update-get)\\n\\nBeta\\n\\n[API Reference](/beta/api-reference/accounts/create)[Customization](/beta/api-reference/customization/custom-objects-count)\\n\\n# Prepare-Update Schemas Subtypes\\n\\nPOST\\n\\nhttps://api.devrev.ai/schemas.subtypes.prepare-update\\n\\nTry it\\n\\nGets the new fragment IDs and fields resulting from changing a subtype.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nleaf_typestringRequired`format: \"text\"`\\n\\nLeaf",
+        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15342_KNOWLEDGE_NODE-3",
+        "text": "token.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\nleaf\\\\_typestringRequired`format: \"text\"`\\n\\nLeaf type of the object.\\n\\nis\\\\_custom\\\\_leaf\\\\_typebooleanOptional\\n\\nWhether the leaf type corresponds to a custom object.\\n\\nnew\\\\_subtypestringOptional`format: \"text\"`\\n\\nName of the new subtype for the object.\\n\\nobjectstringOptional`format: \"id\"`\\n\\nID of the object of which subtype is to be changed. Used to fetch\\nthe object\\'s custom schema fragments and custom fields\\n\\n###",
+        "title": "Prepare-Update Schemas Subtypes | DevRev | Docs"
+      },
+      {
+        "id": "ART-15337_KNOWLEDGE_NODE-19",
+        "text": "subtype.\\n\\nis\\\\_custom\\\\_leaf\\\\_typebooleanOptional\\n\\nWhether the leaf type corresponds to a custom object.\\n\\nleaf\\\\_typestringOptional`format: \"text\"`\\n\\nThe leaf type. Used for inferring the default stage diagram and\\ntenant fragment ID.\\n\\nstock\\\\_schema\\\\_fragmentstringOptional`format: \"id\"`\\n\\nThe stock schema fragment which is to be aggregated.\\n\\n### Response\\n\\nSuccess.\\n\\nschemaobject\\n\\nList of custom fields from multiple source fragments.\\n\\nShow 13 properties\\n\\n###",
+        "title": "Get Schemas Aggregated | DevRev | Docs"
+      },
+      {
+        "id": "ART-4116_KNOWLEDGE_NODE-1",
+        "text": "type of the object.\\n\\nis_custom_leaf_typebooleanOptional\\n\\nWhether the leaf type corresponds to a custom object.\\n\\nnew_subtypestringOptional`format: \"text\"`\\n\\nName of the new subtype for the object.\\n\\nobjectstringOptional`format: \"id\"`\\n\\nID of the object of which subtype is to be changed. Used to fetch the object\\xe2\\x80\\x99s custom schema fragments and custom fields\\n\\n### Response\\n\\nSuccess.\\n\\nadded_fieldslist of objectsOptional\\n\\nList of fields that have a default value and need to",
+        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-16108_KNOWLEDGE_NODE-0",
+        "text": "b'Airdrop does not allow changing which subtype it syncs work items to. The subtypes that Airdrop creates, are maintained by Airdrop, because they have to reflect the schema they the customer has in the external system (custom fields, field values, stages etc. all have to exactly match the external system schema). To modify the subtype, one should modify the schema in the external system.'",
+        "title": "Airdrop Work Subtype Schema"
+      },
+      {
+        "id": "ART-1614_KNOWLEDGE_NODE-4",
+        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "List Schemas Subtypes (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-1632_KNOWLEDGE_NODE-0",
+        "text": "b'List Schemas Subtypes | 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)[customization](/beta/api-reference/customization/custom-objects-count)\\n\\nList Schemas Subtypes\\n=====================\\n\\nBeta\\n\\nCopy page\\n\\nGET\\n\\nhttps://api.devrev.ai/schemas.subtypes.list\\n\\nGET\\n\\n/schemas.subtypes.list\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl https://api.devrev.ai/schemas.subtypes.list \\\\",
+        "title": "List Schemas Subtypes | DevRev | Docs"
+      },
+      {
+        "id": "ART-15340_KNOWLEDGE_NODE-8",
+        "text": "\"id\": \"string\", |\\n| 124 | \"file\": { |\\n| 125 | \"type\": \"string\", |\\n| 126 | \"name\": \"string\", |\\n| 127 | \"size\": 1 |\\n| 128 | } |\\n| 129 | }, |\\n| 130 | \"email\": \"string\", |\\n| 131 | \"full_name\": \"string\", |\\n| 132 | \"state\": \"active\" |\\n| 133 | }, |\\n| 134 | \"created_date\": \"2023-01-01T12:00:00.000Z\", |\\n| 135 | \"description\": \"string\", |\\n| 136 | \"display_id\": \"string\", |\\n| 137 | \"leaf_type\": \"string\", |\\n| 138 | \"modified_by\": { |\\n| 139 | \"display_id\": \"string\", |\\n| 140 | \"id\": \"string\",",
+        "title": "List Schemas Stock | DevRev | Docs"
+      },
+      {
+        "id": "ART-1560_KNOWLEDGE_NODE-153",
+        "text": "List Post.\\n\\nPOST https://api.devrev.ai / schemas.subtypes.list\\n\\nLists subtypes.\\n\\nRequest.\\n\\nThis endpoint expects an object.\\nleaf_type string Optional\\n\\nLeaf type for which subtypes are required.\\n\\nleaf_types list of strings Optional\\n\\nList of leaf types for which subtypes are required.\\n\\nResponse.\\n\\nThis endpoint returns an object.\\nsubtypes list of objects\\n\\nList of subtypes.\\n\\nShow 4 properties\\nAPI Reference customization Custom Stages Create.\\n\\nPOST https://api.devrev.ai /",
+        "title": "Assign (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1632_KNOWLEDGE_NODE-2",
+        "text": "<token>`, where token is your auth token.\\n\\n### Query parameters\\n\\nleaf\\\\_typestringOptional`format: \"text\"`Deprecated\\n\\nLeaf type for which subtypes are required.\\n\\nleaf\\\\_typeslist of stringsOptional\\n\\nList of leaf types for which subtypes are required.\\n\\n### Response\\n\\nSuccess.\\n\\nsubtypeslist of objects\\n\\nList of subtypes.\\n\\nShow 4 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests",
+        "title": "List Schemas Subtypes | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "41213d8b-9a95-4d61-acbf-5c4df3f80b30",
+    "query": "Automatic case classification by product, severity, and category",
+    "retrievals": [
+      {
+        "id": "ART-17515_KNOWLEDGE_NODE-25",
+        "text": "summary: Provides a summary of initial customer emails on tickets.\\n* Spacebar summaries: Offers quick summaries of the **Updates** page, account records, and conversations.\\n* Ticket and issue clustering: Groups similar tickets and issues together for easier management.\\n* AI-generated enhancement descriptions: Creates detailed descriptions for enhancements based on the titles and descriptions of the enhancements and the linked objects.\\n* Request classification: Differentiates between bugs",
+        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-17515_KNOWLEDGE_NODE-12",
+        "text": "sync](/docs/automations/org-tags-sync)\\n    - [Search Node](/docs/automations/search-node)\\n    - [Sentiment evaluator](/docs/automations/sentiment-evaluator)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Real-time sentiment evaluator](/docs/automations/realtime-sentiment-evaluator)\\n    - [Send customized emails](/docs/automations/send-emails)\\n    - [StageFlow automator](/docs/automations/stageflow-automator)\\n    - [Smart issue",
+        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-17515_KNOWLEDGE_NODE-9",
+        "text": "[Automate](/docs/automate)\\n\\n    - [Account deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n",
+        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-17515_KNOWLEDGE_NODE-1",
+        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +",
+        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-17515_KNOWLEDGE_NODE-26",
+        "text": "and feature requests on tickets.\\n* Computer on Plug: Enhances the following functionalities:\\n\\n  + Conversation: It deflects customer queries using your knowledge base, providing accurate and relevant responses.\\n  + Search: It summarizes your search results, making information retrieval more efficient and user-friendly.\\n* Computer assist: Recommends relevant articles and similar work items.\\n* Slack tickets: Automatically generates titles and descriptions for tickets created from Slack",
+        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-17515_KNOWLEDGE_NODE-4",
+        "text": "analytics](/docs/product/support-analytics)\\n\\n    - [Conversation insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  +",
+        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-17515_KNOWLEDGE_NODE-10",
+        "text": "- [Bulk delete data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item",
+        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-17515_KNOWLEDGE_NODE-13",
+        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
+        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-17515_KNOWLEDGE_NODE-15",
+        "text": "[Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    - [Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment",
+        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-17515_KNOWLEDGE_NODE-24",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\n1. [Documentation](/docs)\\n3. [Computer by DevRev](/docs/intro)\\n[AI use cases in DevRev](/docs/product/ai-use-cases)\\n\\nAI use cases in DevRev\\n======================\\n\\nAs an AI-native platform, Computer by DevRev leverages AI to provide value to customer support and product development staff. The following are some of the uses of AI in Computer.\\n\\n* Summary slash command: Generates summaries for internal and external discussions.\\n* Customer email",
+        "title": "AI use cases in DevRev | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "0f16d2d9-ca4c-4091-bc94-1be50e2f7a90",
+    "query": "enable Generative AI for Knowledge Base creation",
+    "retrievals": [
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-9",
+        "text": "articles, designs graphics, and generates code. It focuses on content creation based on prompts. According to [IBM research](https://www.ibm.com/think/topics/generative-ai-use-cases), 65% of enterprises now use generative AI for creation tasks like these.\\n\\nAgentic AI operates differently. It doesn\\xe2\\x80\\x99t just create \\xe2\\x80\\x93 it decides and acts. When your customer reports an issue, generative AI might draft a response to customer service inquiries, while agentic AI will investigate",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-12",
+        "text": "prompts | Predetermined logic paths only  \\nImplementation examples | Self-directing customer journey managers, workflow orchestrators | Marketing copy generators, design assistants | Scheduled report generators, form processors  \\nSystem connections | Operates across enterprise architecture | Generally functions as specialized tools | Isolated within specific applications  \\nStrategic advantage | Full transformation of knowledge work processes | Enhanced productivity for content creation |",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+      },
+      {
+        "id": "ART-738_KNOWLEDGE_NODE-2",
+        "text": "they have. For example, both Chat GPT 3.5 and 4.0 were trained on the publicly available internet data as of September 2021, but they lack context about the current state. AutoGPT and others will help with this giving it the ability \\xe2\\x80\\x9cfetch\\xe2\\x80\\x9d additional context it may be lacking, however\\xe2\\x80\\xa6\\n\\n\\n  That\\xe2\\x80\\x99s not the key, the key is in the data that you have that the models don\\xe2\\x80\\x99t have access to.\\n\\n\\n\\n\\nDevRev: built atop a badass knowledge",
+        "title": "DevRev | Built for AI (not by AI... yet)"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-8",
+        "text": "intelligence system can track customer responses to support solutions, identify which approaches resolve issues fastest, and refine its methods accordingly.\\n\\n## Agentic AI vs generative AI\\n\\nGenerative AI creates content while agentic AI performs actions. This fundamental difference determines how each technology delivers business value through their distinct capabilities, applications, and limitations.\\n\\nYou\\xe2\\x80\\x99ve witnessed generative AI\\xe2\\x80\\x99s creative abilities. It writes",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+      },
+      {
+        "id": "ART-970_KNOWLEDGE_NODE-67",
+        "text": "context, yet\\xe2\\x80\\xa6\\n\\n\\n  That\\xe2\\x80\\x99s not the key, the key is in the data that you have that the models don\\xe2\\x80\\x99t have access to.\\n\\n\\nThe greater the context you can furnish through embeddings or fine-tuning, the more powerful AI becomes in your hands.\\n\\nThe Significance of Knowledge Graphs \\n\\nKnowledge graphs stand as invaluable tools that facilitate the organization and association of items based on various dimensions. Their utility extends beyond merely establishing",
+        "title": "The Story"
+      },
+      {
+        "id": "ART-974_KNOWLEDGE_NODE-17",
+        "text": "tasks. For instance, AI-powered models can access and process vast amounts of information from the internet to answer queries, potentially rendering traditional search methods obsolete.\\n\\nFurthermore, AI\\xe2\\x80\\x99s influence extends to content creation, with AI-generated content becoming increasingly prevalent. This shift has the potential to alter the value of content, especially as AI could replace traditional search engines that index generated content. Businesses may need to adapt their",
+        "title": "Part I: Genesis"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-13",
+        "text": "Cost efficiency for repetitive activities  \\n  \\nGenerative AI excels at content-focused tasks. Agentic AI transforms process-oriented workflows.\\n\\n## What is the core framework of agentic AI?\\n\\nThe agentic AI framework consists of five interconnected components: perception, reasoning, action, learning, and collaboration. This structure enables autonomous agents to process information, make decisions, implement solutions, improve over time, and work alongside humans and other systems.\\n\\nYou",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+      },
+      {
+        "id": "ART-974_KNOWLEDGE_NODE-2",
+        "text": "ourselves in the genesis of the AI revolution, a technological marvel that has reshaped our world. Large language models and generative transformers have ushered in a paradigm shift in our interactions with technology and information, challenging conventional search methods and unlocking new realms of creative potential.\\n\\nEvolution\\n\\n\\n\\n\\n  \\xe2\\x80\\x9cIt is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change.\\xe2\\x80\\x9d - Charles",
+        "title": "Part I: Genesis"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-21",
+        "text": "**Prompt:** This defines the system\\xe2\\x80\\x99s operation blueprint, outlining specific goals and constraints. Think of it as the master plan guiding each agent. For complex systems, responsibilities are distributed across multiple AI agents to maintain simplicity and effectiveness.\\n  * **Knowledge:** This serves as the agent\\xe2\\x80\\x99s knowledge repository, storing experiences and context. Like humans rely on past experiences, LLM agents use memory to understand situations and make",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+      },
+      {
+        "id": "ART-974_KNOWLEDGE_NODE-18",
+        "text": "content strategies to influence AI models and shape the information presented to users.\\n\\nLastly, AI has also impacted creativity, offering tools that change the way people envision, design, and iterate. These innovations empower individuals to create complex and detailed content independently. In fact, Midjourney was used to generate a great deal of the abstract images used throughout this book.\\n\\nWe have transitioned from a phase where AI was associated with apocalyptic scenarios to an era",
+        "title": "Part I: Genesis"
+      }
+    ]
+  },
+  {
+    "query_id": "6eb4477e-391c-4600-ac4a-d1809f32a801",
+    "query": "Resource Center downloads tutorials API documentation",
+    "retrievals": [
+      {
+        "id": "ART-1353_KNOWLEDGE_NODE-2",
+        "text": "[tutorial](/api-reference/getting-started) shows you how to access the APIs.\\n\\n\\xf0\\x9f\\xa7\\xac Methods\\n---------\\n\\nSpecifications covering the supported APIs are based on OpenAPI Specification 3.0. You can download the specs to use an OpenAPI 3.0-compliant tool to perform a variety of actions, including rendering them in UI and generating SDKs. Two [versions](/about/versioning) of the DevRev API are available: [public](/public) and [beta](/beta) (early access). Use the drop-down menu in the",
+        "title": "For Developers | DevRev | Docs"
+      },
+      {
+        "id": "ART-3892_KNOWLEDGE_NODE-4",
+        "text": "* [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  *",
+        "title": "API Changelog \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-3194_KNOWLEDGE_NODE-6",
+        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
+        "title": "API Changelog \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-3193_KNOWLEDGE_NODE-6",
+        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
+        "title": "API Changes \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1366_KNOWLEDGE_NODE-3",
+        "text": "covering the supported APIs are based on OpenAPI Specification 3.0. You can download the specs to use an OpenAPI 3.0-compliant tool to perform a variety of actions, including rendering them in UI and generating SDKs. Two [versions](/public/about/versioning) of the DevRev API are available: [public](/public) and [beta](/beta) (early access). Use the drop-down menu in the upper-left corner of this site to switch between versions.\\n\\nTo take action based on events from the DevRev platform,",
+        "title": "For Developers \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1175_KNOWLEDGE_NODE-0",
+        "text": "b'Getting started | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\nOn this page\\n\\n* [Prerequisites](/api-reference/getting-started#prerequisites)\\n* [Send your first API request](/api-reference/getting-started#send-your-first-api-request)\\n* [Making a GET request](/api-reference/getting-started#making-a-get-request)\\n* [Next steps](/api-reference/getting-started#next-steps)\\n\\n[API Reference](/api-reference/getting-started)\\n\\nGetting",
+        "title": "Getting started | DevRev | Docs"
+      },
+      {
+        "id": "ART-4229_KNOWLEDGE_NODE-4",
+        "text": "[Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  *",
+        "title": "API Changelog \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1980_KNOWLEDGE_NODE-29",
+        "text": "by customers through the Plug widget and customer portal.\\n\\nIn the Plug widget, articles are available in two places: the search bar and the Help section.\\n\\n**Search bar**\\n\\n![]()\\n\\n**Help section**\\n\\n![]()\\n\\nUsers can also view articles grouped into collections by visiting your help center hosted on your website. The visibility of collections and articles depends on the **Visible to** settings configured.\\n\\n[### Articles](/docs/product/articles)[###",
+        "title": "Knowledge Base | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-3194_KNOWLEDGE_NODE-10",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
+        "title": "API Changelog \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4980_KNOWLEDGE_NODE-7",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
+        "title": "API Changelog \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "bcc62ad8-6557-471a-b10c-65bcd71fd14c",
+    "query": "automations to fill repeated fields",
+    "retrievals": [
+      {
+        "id": "ART-2016_KNOWLEDGE_NODE-9",
+        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete",
+        "title": "StageFlow automator | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2858_KNOWLEDGE_NODE-9",
+        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete",
+        "title": "Custom field migration | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2016_KNOWLEDGE_NODE-15",
+        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n",
+        "title": "StageFlow automator | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2016_KNOWLEDGE_NODE-10",
+        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -",
+        "title": "StageFlow automator | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2006_KNOWLEDGE_NODE-10",
+        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -",
+        "title": "Automatic customer reply | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2006_KNOWLEDGE_NODE-15",
+        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n",
+        "title": "Automatic customer reply | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2858_KNOWLEDGE_NODE-10",
+        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -",
+        "title": "Custom field migration | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2010_KNOWLEDGE_NODE-9",
+        "text": "deduplication](/docs/automations/account-deduplication)\\n    - [Airtable](/docs/automations/airtable)\\n    - [Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)\\n    - [Automatic customer reply](/docs/automations/auto-reply)\\n    - [Auto parts to conversation](/docs/automations/auto-parts)\\n    - [Automated part update](/docs/automations/automated-part-update)\\n    - [Automate opportunities](/docs/automations/opportunity)\\n    - [Bulk delete",
+        "title": "Bulk work item uploader | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2003_KNOWLEDGE_NODE-24",
+        "text": "deduplication](/docs/automations/account-deduplication)[### Airtable](/docs/automations/airtable)[### Auto-link DevRev GitHub accounts](/docs/automations/auto-link-github-devrev)[### Automatic customer reply](/docs/automations/auto-reply)[### Auto parts to conversation](/docs/automations/auto-parts)[### Automated part update](/docs/automations/automated-part-update)[### Automate opportunities](/docs/automations/opportunity)[### Bulk delete data](/docs/automations/bulk-delete)[### Bulk work item",
+        "title": "Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2007_KNOWLEDGE_NODE-15",
+        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n",
+        "title": "Automate opportunities | Automate | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "3a035e90-682d-4287-a6c9-4365d0755daf",
+    "query": "action to reopen ticket in workflow",
+    "retrievals": [
+      {
+        "id": "ART-1961_KNOWLEDGE_NODE-37",
+        "text": "\\n{{Ticket\\xc2\\xa0Created\\xc2\\xa0>\\xc2\\xa0Output\\xc2\\xa0>\\xc2\\xa0Reported\\xc2\\xa0By\\xc2\\xa0>\\xc2\\xa0Rev\\xc2\\xa0Org\\xc2\\xa0>\\xc2\\xa0Display\\xc2\\xa0Name}}.\\xe2\\x80\\x9d\\n\\n\\n\\nDelay\\n\\n\\n\\nDuration: 2 minutes\\n\\n\\n\\nIf-else\\n\\n\\n\\nAttribute:\\xc2\\xa0Ticket\\xc2\\xa0Created/Output\\xc2\\xa0>\\xc2\\xa0Applies\\xc2\\xa0to\\xc2\\xa0part\\xc2\\xa0>\\xc2\\xa0Display\\xc2\\xa0ID  \\nOperator: Equals  \\nOperand: CAPL-18\\n\\n\\n\\nTicket  \\ncreated\\n\\n\\n\\nEnd\\n```\\n\\n[### Workflow action",
+        "title": "Workflows | Computer by DevRev | 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 the [convergence snap-in](./converge). The tickets move to the _In Progress_ state by default.\\n\\n  * If you connected your support email address with DevRev, it is recommended that you enable the **Allow automations to send email** in your",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1961_KNOWLEDGE_NODE-35",
+        "text": "or one from a previous node.\\n8. Click **Deploy**.\\n9. If you need to modify the workflow after is has been deployed, click **Pause**, edit the workflow, then click **Deploy** to reactivate it.\\n\\nWorkflow example: Ticket auto-response\\n--------------------------------------\\n\\n```\\nControl\\n\\n\\n\\nIf true\\n\\n\\n\\nAction\\n\\n\\n\\nAction\\n\\n\\n\\nIf false\\n\\n\\n\\nAdd comment\\n\\n\\n\\nObject:\\xc2\\xa0Ticket\\xc2\\xa0Created\\xc2\\xa0>\\xc2\\xa0Output\\xc2\\xa0>\\xc2\\xa0ID  \\nVisibility: External  \\nBody:",
+        "title": "Workflows | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-12390_KNOWLEDGE_NODE-29",
+        "text": "Ticket | Creates a new ticket in DevRev. | * Ticket details like title, body, applies\\\\_to\\\\_part, etc. * subtype: (Optional) Ticket subtype * apps: (Optional) Related apps * app\\\\_custom\\\\_fields: (Optional) Custom fields | Created ticket object |\\n| Convert Conversation To Ticket | Converts a conversation to a ticket. | * conversation\\\\_id: ID of the conversation to convert | ticket\\\\_id: ID of the created ticket |\\n\\nObject retrieval\\n----------------\\n\\n| Operation | Description | Input",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-2012_KNOWLEDGE_NODE-25",
+        "text": "following stages under the _Closed_ state: _Resolved_ , _Archived_ , _Accepted_ , _Canceled_. _Archived_ is the terminal stage. Now if a customer sends a new email or adds a new comment on the archived ticket from the customer portal, the archived ticket remains archived and a follow-up ticket is created. A message is added to the archived ticket automatically based on your configuration. The follow-up ticket will have the reference of the archived ticket in the first message so that your",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-48",
+        "text": "engineer can directly close and cancel such tickets.\\n* *Accepted* (A)\\n\\n  The ticket requires a new feature development on the platform for resolution. However, there is no active work on the ticket but the feature addition required to meet the ticket will be done in the future. This stage is added to ensure that feature requests do not linger in the APA queue and to ensure that the right features are prioritized during roadmap planning.\\n* *Resolved* (R)\\n\\n  The goal target stage for",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2012_KNOWLEDGE_NODE-24",
+        "text": "customer comments on permanently closed tickets. It allows you to configure the time after which a ticket stage should be marked as closed and creates a new follow-up ticket along with all the attachments and a custom message to let the customers know that the ticket is permanently closed automatically if required.\\n\\nFor more information, refer to the [Follow-up ticket snap-in](https://marketplace.devrev.ai/followup?) on the DevRev marketplace.\\n\\nLet\\xe2\\x80\\x99s say your ticket has the",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-41",
+        "text": "progress\\n\\n\\n\\nOpen\\n\\n\\n\\nEscalate\\n\\n\\n\\nValidate the fix\\n\\n\\n\\nAdditional detail needed\\n\\n\\n\\nCustomer responds\\n\\n\\n\\nStart\\n\\n\\n\\nFeature request accepted\\n\\n\\n\\nResolved\\n\\n\\n\\nNot valid\\n\\n\\n\\nQueued\\n\\n\\n\\nWork in progress\\n\\n\\n\\nAwaiting product assist\\n\\n\\n\\nAwaiting development\\n\\n\\n\\nAwating customer response\\n\\n\\n\\nIn development\\n\\n\\n\\nAccepted\\n\\n\\n\\nResolved\\n\\n\\n\\nCanceled\\n```\\n\\n**Open**\\n\\n* *Queued* (Q)\\n  The initial stage for all tickets. When a new ticket is created,",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1961_KNOWLEDGE_NODE-31",
+        "text": "needed. For example, if the ticket is found to be spam, you can automatically add a comment to the ticket.\\n\\n**Suggest part**\\n\\nOften, your integrations create tickets or issues associated with a default part. The suggest part takes the ID of a ticket or issue and suggests a relevant part. You can use this to route your tickets or issues to the most appropriate part of the product. For example, when a ticket is created, you can find a relevant part and update the ticket with the suggested",
+        "title": "Workflows | Computer by DevRev | DevRev"
+      },
+      {
+        "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 Parameters | Output |\\n| --- | --- | --- | --- |\\n| LinkConversationWithTicket | Creates a link between a conversation and a ticket. | * source: Conversation ID * link\\\\_type: Type of link (usually \"is\\\\_related\\\\_to\") * target: Ticket ID | Empty",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "200e0274-aa07-4b9a-9610-a3ac1a55899d",
+    "query": "assign issue owner to someone else using workflow",
+    "retrievals": [
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-30",
+        "text": "conversation of which you are not the owner, let the owner know to respond. It's beneficial to retain the same point of contact for the duration of the conversation unless the owner refers some another user.\\n* If the conversation has a customer org that's unidentified or is new, add yourself (the customer experience engineer) as the owner of the ticket. Try to find the appropriate owner for the customer org and update the customer record accordingly.\\n* Change the stage of the conversation to",
+        "title": "Support best practices | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2737_KNOWLEDGE_NODE-24",
+        "text": "issue creator](/docs/automations/smart-issue-creator)\\n\\nSmart issue creator\\n===================\\n\\nThe Smart issue creator snap-in generates an issue from a ticket when /smart\\\\_issue\\\\_create is entered in the **Discussions** section of a ticket. Additionally, it updates the target close date to match the sprint end date whenever the sprint field is updated in an issue.\\n\\n![]()\\n\\nFor more information, refer to the\\n[Smart issue creator",
+        "title": "Smart issue creator | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1992_KNOWLEDGE_NODE-31",
+        "text": "on the top right corner of your screen.\\n3. Add a title and description for your new issue. You can also attach files related to the issue in the description.\\n4. Select which part of the company/product this issue is related to.\\n\\n   ![]()\\n5. Enter other attributes for the issue: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the issue; select the workspace that the issue pertains to.\\n6. If there are",
+        "title": "Issues | Computer for Builders | DevRev"
+      },
+      {
+        "id": "ART-1992_KNOWLEDGE_NODE-29",
+        "text": "an issue, you can create a parent issue or a child issue. In an issue, select **Link Issues** in the **Issues** pane and select the type to add.\\n\\n![]()\\n\\n![]()\\n\\nWhile a parent issue can and usually does have multiple children, an issue can have only one parent. If you try to add a parent to an issue that already has one, it fails.\\n\\n[Tasks](./tasks) can be used to break an issue down into smaller pieces. Issues may involve a checklist of items to be handled that can be represented as",
+        "title": "Issues | Computer for Builders | DevRev"
+      },
+      {
+        "id": "ART-2010_KNOWLEDGE_NODE-28",
+        "text": "user ID mentioned in a row doesn\\'t exist. Other work items aren\\'t impacted by this.\\n* The workspace ID is only used for associating tickets to the workspace and not issues.\\n* If the CSV lists multiple owners, only the first is set as the owner in the DevRev work item.\\n\\nHow to use bulk ticket uploader\\n-------------------------------\\n\\n1. In the **Discussion** tab of an account, ticket, part, or issue, enter /upload\\\\_workitems.\\n   A **Bulk Uploader Bot** form appears.\\n2. From the",
+        "title": "Bulk work item uploader | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4022_KNOWLEDGE_NODE-27",
+        "text": "person who should be assigned as the owner or reporter of the work item. If the CSV lists multiple owners, only the first is set as the owner.\\n2. For Applies to Part, Stage, Account, RevOrg, Developed with Parts, and Tags columns, provide the part name, stage name, account name, workspace, part name, and tag name respectively as it appears in the UI (case-sensitive).\\n3. For Date and Timestamp related fields, provide the date and timestamp in the format YYYY/MM/DD.\\n4. The tnt\\\\_\\\\_ prefix in",
+        "title": "CSV work item uploader | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-12394_KNOWLEDGE_NODE-13",
+        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
+        "title": "Workflow management | Workflows | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-2737_KNOWLEDGE_NODE-25",
+        "text": "snap-in](https://marketplace.devrev.ai/smart-issue-creator) on the DevRev marketplace.\\n\\nInstallation\\n------------\\n\\n1. In DevRev, go to **Settings** > **Snap-ins** and click **Explore Marketplace** in the top-right corner.\\n2. In the DevRev marketplace, find **Smart issue creator** and click **Install**.\\n3. In DevRev, **Snap-ins** > **Smart issue creator** > **Configure**.\\n4. Select the default owner, part, and tags. The default owner is assigned if no owner is selected from the snapkit.",
+        "title": "Smart issue creator | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1645_KNOWLEDGE_NODE-13",
+        "text": ">|         },  \\n    >|     ]  \\n    >| }\\'\\n[/code]  \\n  \\n#####\\n\\nA bug has been identified in the production environment. The reporter creates a _bug_ -flavored _issue_ object to track it and assigns a relevant owner.\\n\\n[code]\\n\\n    $| curl --location \\'https://api.devrev.ai/works.create\\' \\\\  \\n    ---|---  \\n    >| --header \\'Content-Type: application/json\\' \\\\  \\n    >| --header \\'Authorization: Bearer <TOKEN>\\' \\\\  \\n    >| --data \\'{  \\n    >|     \"type\": \"issue\",  \\n    >|",
+        "title": "Object customization (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1951_KNOWLEDGE_NODE-27",
+        "text": "work record can be assigned to others.\\n\\n![]()\\n\\nUse child issues and dependency issues for more heavy work assignments to others that are related to your work. Use tasks only for lightweight things like reviewing your work.\\n\\nYou cannot see the linked work item (issue, ticket, or opportunity) for a task and can navigate to it directly from there.\\n\\n[PreviousBoard view](/docs/product/board-view)[NextUpdates](/docs/product/updates)\\n\\n[Enterprise grade security to protect customer",
+        "title": "Tasks | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "2c22e8f5-d293-4b2d-9aa4-2cf0c01e2cc2",
+    "query": "add multiple email addresses to one contact through Grow interface",
+    "retrievals": [
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-31",
+        "text": "creators. Enter multiple emails separated by commas.\\n   * **Add non-existing customers**: Enable this to allow people in meetings who are not already customers to be added as customers.\\n\\nIf a meeting is scheduled with people who are neither part of the company nor existing customers, this option allows them to be added as customers.\\n\\n* **Track meetings from free email domains**: Enable this feature to capture meetings scheduled using non-work email addresses, such as gmail.com or",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2002_KNOWLEDGE_NODE-27",
+        "text": "Plug, email, and WhatsApp) can be matched to the right customer record.\\n\\n![]()\\n\\nYou can create a contact using DevRev's rev-users.create API. Follow the [Create accounts and contacts in DevRev](https://developer.devrev.ai/beta/guides/create-accounts-and-contacts-in-dev-rev) tutorial.\\n\\n### Bulk import customer records\\n\\nTo bulk import customer records, see [Account and contact import](/docs/product/account-contact-import).\\n\\nYou can also use [AirSync](https://docs.devrev.ai/import) to",
+        "title": "Contacts | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2002_KNOWLEDGE_NODE-28",
+        "text": "migrate your customer contacts from various platforms such as Hubspot, Salesforce, Zendesk, Jira, Linear, ServiceNow and more.\\n\\nCustomer records offer a place to do the following:\\n\\n* Find all conversations and tickets linked to a customer in one view.\\n* Have internal discussions related to a customer.\\n* Add description or notes about a customer.\\n* Assign an owner or tags to the customer.\\n\\n![]()\\n\\nApart from customer records that get automatically created from your [Plug",
+        "title": "Contacts | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-32",
+        "text": "required headers | Include headers for the required fields in the CSV. |\\n\\n[PreviousContacts](/docs/product/customers)[NextGrow snap-ins](/docs/product/snapins-grow)\\n\\n#### On this page\\n\\n* [Import data](#import-data)\\n* [CSV file requirements](#csv-file-requirements)\\n* [Mandatory fields](#mandatory-fields)\\n* [Array fields](#array-fields)\\n* [Tags](#tags)\\n* [Owner fields](#owner-fields)\\n* [Limitations](#limitations)\\n* [Troubleshooting](#troubleshooting)\\n\\n[Enterprise grade security to",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-8",
+        "text": "options](/docs/plug/session-recording)\\n    - [Cross-domain session tracking](/docs/plug/cross-domain-session)\\n  + [Nudges](/docs/plug/nudges)\\n* [Computer for Growth Teams](/docs/product/grow)\\n\\n  + [Accounts](/docs/product/account)\\n  + [Opportunities](/docs/product/opportunity)\\n  + [Contacts](/docs/product/customers)\\n  + [Account and contact import](/docs/product/account-contact-import)\\n  + [Grow snap-ins](/docs/product/snapins-grow)\\n* [Snap-ins](/docs/snapins)\\n\\n  +",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2002_KNOWLEDGE_NODE-8",
+        "text": "tracking](/docs/plug/cross-domain-session)\\n  + [Nudges](/docs/plug/nudges)\\n* [Computer for Growth Teams](/docs/product/grow)\\n\\n  + [Accounts](/docs/product/account)\\n  + [Opportunities](/docs/product/opportunity)\\n  + [Contacts](/docs/product/customers)\\n  + [Account and contact import](/docs/product/account-contact-import)\\n  + [Grow snap-ins](/docs/product/snapins-grow)\\n* [Snap-ins](/docs/snapins)\\n\\n  + [Automate](/docs/automate)\\n\\n    - [Account",
+        "title": "Contacts | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-17",
+        "text": "* [Email snap-in configuration](/docs/integrations/email-config)\\n    - [Exotel](/docs/integrations/exotel)\\n    - [Slack](/docs/integrations/slack)\\n    - [WhatsApp](/docs/integrations/whatsapp)\\n    - [GitHub](/docs/integrations/github)\\n    - [GitLab](/docs/integrations/gitlab)\\n    - [Harness](/docs/integrations/harness)\\n    - [Marker.io](/docs/integrations/marker-io)\\n    - [Instabug](/docs/integrations/instabug)\\n    - [Qase](/docs/integrations/qase)\\n    - [Tracxn",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-28",
+        "text": "Emails**: Events containing any of these email addresses are completely excluded from sync. No meetings are created in DevRev for events where these emails appear as attendees, organizers, or creators. Enter multiple emails separated by commas.\\n   * **Add non-existing customers**: Enable this to allow people in meeting that are not customer to be added as a customer.\\n\\nIf a meeting is scheduled with people who are neither part of the company nor customers, this option allows them to be added",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2002_KNOWLEDGE_NODE-26",
+        "text": "(for example Stripe as a customer of Slack) or a workspace in your software product (such as a Slack workspace).\\n\\nCreate a new customer contact\\n-----------------------------\\n\\n1. Go to **Contacts** > **+ Contact**.\\n2. Fill in the following fields as **Add Display Name, Description, Domains, Tags, Tiers**.\\n3. Click **Create**.\\n\\nWhile creating new customer records, be sure to specify the [**External Reference**](#external-reference) so customer information coming from other channels (like",
+        "title": "Contacts | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-8",
+        "text": "tracking](/docs/plug/cross-domain-session)\\n  + [Nudges](/docs/plug/nudges)\\n* [Computer for Growth Teams](/docs/product/grow)\\n\\n  + [Accounts](/docs/product/account)\\n  + [Opportunities](/docs/product/opportunity)\\n  + [Contacts](/docs/product/customers)\\n  + [Account and contact import](/docs/product/account-contact-import)\\n  + [Grow snap-ins](/docs/product/snapins-grow)\\n* [Snap-ins](/docs/snapins)\\n\\n  + [Automate](/docs/automate)\\n\\n    - [Account",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "45a08470-c6f0-412a-9985-bbfd3f725b3c",
+    "query": "list agents API for account",
+    "retrievals": [
+      {
+        "id": "ART-1465_KNOWLEDGE_NODE-17",
+        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'",
+        "title": "List Accounts (POST) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1464_KNOWLEDGE_NODE-13",
+        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n'",
+        "title": "Get Account (POST) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1465_KNOWLEDGE_NODE-1",
+        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[API Reference](/public/api-reference/getting-started)[Accounts](/public/api-reference/accounts/accounts)\\n\\n# List Accounts (POST)\\n\\nPOST\\n\\nhttps://api.devrev.ai/accounts.list\\n\\nTry it\\n\\nGets a list of accounts.\\n\\n### Request\\n\\nThis endpoint expects an object.\\n\\ncreated_bylist of stringsOptional\\n\\nFilters for accounts created by the specified",
+        "title": "List Accounts (POST) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1257_KNOWLEDGE_NODE-6",
+        "text": "Response\\n\\nThe returned account.\\n\\naccountobject\\n\\nShow 14 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/accounts/get)[#### List Accounts\\n\\nNext](/api-reference/accounts/list)[Built",
+        "title": "Get Account (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-1453_KNOWLEDGE_NODE-1",
+        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[API Reference](/public/api-reference/getting-started)[Accounts](/public/api-reference/accounts/accounts)\\n\\n# List Accounts\\n\\nGET\\n\\nhttps://api.devrev.ai/accounts.list\\n\\nTry it\\n\\nGets a list of accounts.\\n\\n### Query parameters\\n\\ncreated_bylist of stringsOptional\\n\\nFilters for accounts created by the specified",
+        "title": "List Accounts \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1564_KNOWLEDGE_NODE-9",
+        "text": "objects\\n\\nThe exported accounts.\\n\\nShow 18 properties\\nAPI Reference accounts Get.\\n\\nGET https://api.devrev.ai / accounts.get\\n\\nRetrieves an account\\xe2\\x80\\x99s information.\\n\\nQuery parameters.\\n\\nid string Required\\n\\nThe ID of the account to be retrieved.\\n\\nResponse.\\n\\nThis endpoint returns an object.\\naccount object\\nShow 18 properties\\nAPI Reference accounts Get Post.\\n\\nPOST https://api.devrev.ai / accounts.get\\n\\nRetrieves an account\\xe2\\x80\\x99s information.\\n\\nRequest.\\n\\nThis",
+        "title": "List (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1259_KNOWLEDGE_NODE-0",
+        "text": "b'List Accounts (POST) | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nList Accounts (POST)\\n====================\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/accounts.list\\n\\nPOST\\n\\n/accounts.list\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/accounts.list \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\ |\\n| > | -H",
+        "title": "List Accounts (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-1259_KNOWLEDGE_NODE-9",
+        "text": "criteria.\\n\\naccountslist of objects\\n\\nList containing all the accounts\\n\\nShow 14 properties\\n\\nnext\\\\_cursorstring or null`format: \"text\"`\\n\\nThe cursor used to iterate subsequent results in accordance to the\\nsort order. If not set, then no later elements exist.\\n\\nprev\\\\_cursorstring or null`format: \"text\"`\\n\\nThe cursor used to iterate preceding results in accordance to the\\nsort order. If not set, then no prior elements exist.\\n\\n### Errors\\n\\n400\\n\\nBad Request",
+        "title": "List Accounts (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-1590_KNOWLEDGE_NODE-9",
+        "text": "object.\\naccount object\\nShow 18 properties\\nAPI Reference accounts Get Post.\\n\\nPOST https:// api.devrev.ai / accounts.get\\nRetrieves an account\\'s information.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nThe ID of the account to be retrieved.\\nResponse.\\n\\nThis endpoint returns an object.\\naccount object\\nShow 18 properties\\nAPI Reference accounts List.\\n\\nGET https:// api.devrev.ai / accounts.list\\nGets a list of accounts.\\nQuery parameters.\\n\\ncreated_by string",
+        "title": "List \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1595_KNOWLEDGE_NODE-9",
+        "text": "object.\\naccount object\\nShow 18 properties\\nAPI Reference accounts Get Post.\\n\\nPOST https:// api.devrev.ai / accounts.get\\nRetrieves an account\\'s information.\\nRequest.\\n\\nThis endpoint expects an object.\\nid string Required\\nThe ID of the account to be retrieved.\\nResponse.\\n\\nThis endpoint returns an object.\\naccount object\\nShow 18 properties\\nAPI Reference accounts List.\\n\\nGET https:// api.devrev.ai / accounts.list\\nGets a list of accounts.\\nQuery parameters.\\n\\ncreated_by string",
+        "title": "List \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "f70a832e-15aa-4d51-bd81-81f1d51a3990",
+    "query": "SLA timer not running for newly created tickets with L1 SLA tag and Test SLA Pilot",
+    "retrievals": [
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-45",
+        "text": "selected on the ticket is not assigned any SLA.\\n\\n\\xc2\\xa0\\xc2\\xa0 \\xc2\\xa0 - Action: Check your SLA assignment rules or add the customer as an exception to any of your SLAs.\\n\\n![]()\\n\\nThe **SLA Name** is never empty if your organization has a default SLA.\\n\\n1. Verify policy conditions:\\n\\n\\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is populated but you still see no SLA metrics running on the ticket, the ticket does not satisfy the conditions of any policy within the SLA.\\n\\n\\xc2\\xa0\\xc2\\xa0",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-44",
+        "text": "**Custom**: Filters all tickets that will breach by the selected date.\\n\\n![]()\\n\\nTroubleshooting: No SLA running on the ticket\\n---------------------------------------------\\n\\n### Issue\\n\\nYou have created and published an SLA, but no SLA is running on the ticket.\\n\\n### Solution\\n\\n1. Check the **SLA Name** attribute:\\n\\n\\xc2\\xa0\\xc2\\xa0 - Verify that the **SLA Name** attribute on the ticket is not empty.\\n\\n\\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is empty, it means the customer account",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-28",
+        "text": "you would like to tag on the message (the ticket owner gets tagged automatically); and the target Slack channel. The channel\\'s ID can be found by going to the channel details. Refer to the placeholder value on the input to see an example of how this looks.\\n2. Decide if notifications should go out even if the ticket has a target end date set. Set the toggle to the desired behavior.\\n3. Decide if a ticket should pass the check if it\\'s part is a descendant of the filter part. For example, if a",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-35",
+        "text": "of schedule when they remain at the same stage, but time spent out of schedule isn't included in the calculation.\\n\\n![]()\\n\\nIf the customer account is updated after the ticket is created, all SLA metrics will be recalculated based on the updated customer account information. Any previous SLA breaches or achievements will be discarded, and new calculations will be applied according to the updated SLA.\\n\\nThe following table describes how each metric works for tickets and",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-15281_KNOWLEDGE_NODE-2",
+        "text": "| \"completed_in\": 1, |\\n| 16 | \"in_policy\": true, |\\n| 17 | \"is_out_of_schedule\": true, |\\n| 18 | \"next_schedule_transition\": \"2023-01-01T12:00:00.000Z\", |\\n| 19 | \"org_schedule\": { |\\n| 20 | \"id\": \"string\", |\\n| 21 | \"status\": \"archived\", |\\n| 22 | \"display_id\": \"string\", |\\n| 23 | \"name\": \"string\", |\\n| 24 | \"timezone\": \"string\", |\\n| 25 | \"valid_until\": \"2023-01-01T12:00:00.000Z\" |\\n| 26 | }, |\\n| 27 | \"remaining_time\": 1, |\\n| 28 | \"status\": \"string\", |\\n| 29 | \"target_time\":",
+        "title": "List SLA Trackers | DevRev | Docs"
+      },
+      {
+        "id": "ART-1262_KNOWLEDGE_NODE-2",
+        "text": "| \"completed_in\": 1, |\\n| 15 | \"in_policy\": true, |\\n| 16 | \"is_out_of_schedule\": true, |\\n| 17 | \"next_schedule_transition\": \"2023-01-01T12:00:00.000Z\", |\\n| 18 | \"org_schedule\": { |\\n| 19 | \"id\": \"string\", |\\n| 20 | \"status\": \"archived\", |\\n| 21 | \"display_id\": \"string\", |\\n| 22 | \"name\": \"string\", |\\n| 23 | \"timezone\": \"string\", |\\n| 24 | \"valid_until\": \"2023-01-01T12:00:00.000Z\" |\\n| 25 | }, |\\n| 26 | \"remaining_time\": 1, |\\n| 27 | \"status\": \"string\", |\\n| 28 | \"target_time\":",
+        "title": "Get SLA Tracker | DevRev | Docs"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-28",
+        "text": "*Conversation Policy*.\\n3. In the **New ticket policy** pane, under **Conditions**, select the ticket attributes values of **Tag**, **Part**, and **Severity**.\\n4. Under **Metrics**, enable or disable **First response**, **Next response**, and **Resolution time**.\\n5. Click **Publish**.\\n\\n![]()\\n\\nSLA metrics are only applied to tickets or conversations that meet the policy's conditions.\\n\\nPublishing an SLA\\n-----------------\\n\\nSLAs can be published once all policies are created. Published",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2632_KNOWLEDGE_NODE-7",
+        "text": "\"2023-01-01T12:00:00.000Z\",  \\n    15|           \"completed_in\": 42,  \\n    16|           \"in_policy\": true,  \\n    17|           \"is_out_of_schedule\": true,  \\n    18|           \"next_schedule_transition\": \"2023-01-01T12:00:00.000Z\",  \\n    19|           \"org_schedule\": {  \\n    20|             \"id\": \"foo\",  \\n    21|             \"status\": \"archived\",  \\n    22|             \"display_id\": \"foo\",  \\n    23|             \"name\": \"foo\",  \\n    24|             \"timezone\": \"foo\",  \\n    25|",
+        "title": "List SLA Trackers (POST) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-25",
+        "text": "ticket\\'s owner and subscribers, when a ticket\\'s resolution time SLA changes into the *Warning* or *Breached* stage.\\n\\n![]()\\n\\nFor more information, refer to the\\n[SLA status change Slack notifier snap-in](/marketplace/sla-status-change-slack-notifier) on the DevRev\\nmarketplace.\\n\\nInstallation\\n------------\\n\\n1. Create a Slack app for your workspace in <https://api.slack.com/apps>.\\n2. In App features, generate bot token in **OAuth & Permissions**.\\n3. Grant the app bot the following",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-15280_KNOWLEDGE_NODE-2",
+        "text": "| \"breached_at\": \"2023-01-01T12:00:00.000Z\", |\\n| 14 | \"completed_at\": \"2023-01-01T12:00:00.000Z\", |\\n| 15 | \"completed_in\": 1, |\\n| 16 | \"in_policy\": true, |\\n| 17 | \"is_out_of_schedule\": true, |\\n| 18 | \"next_schedule_transition\": \"2023-01-01T12:00:00.000Z\", |\\n| 19 | \"org_schedule\": { |\\n| 20 | \"id\": \"string\", |\\n| 21 | \"status\": \"archived\", |\\n| 22 | \"display_id\": \"string\", |\\n| 23 | \"name\": \"string\", |\\n| 24 | \"timezone\": \"string\", |\\n| 25 | \"valid_until\": \"2023-01-01T12:00:00.000Z\" |\\n|",
+        "title": "List SLA Trackers (POST) | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "dc2b710b-25ce-4b9d-b85c-f556e8fd4a56",
+    "query": "how to find secondary ticket",
+    "retrievals": [
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-54",
+        "text": "already raised in the primary ticket. Duplicate tickets often arise from customers submitting multiple requests through different channels (email, portal, Slack). All duplicate tickets become *immutable* after merging.\\n\\n**Primary ticket**\\n\\nA primary ticket is the main record that consolidates all relevant information from duplicate tickets. It serves as the primary source of communication for all merged duplicate tickets, ensuring that all customer interactions, updates, and resolutions are",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "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* Duplicate tickets remain accessible through the **Linked Objects** section of the primary ticket.\\n* CSAT triggers only for the primary ticket resolution.\\n* Merge actions cannot be reversed, and merged tickets cannot be merged again.\\n\\nFollow up",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-57",
+        "text": "only when users configure the post merge stage in the ticket preference settings page.\\n\\n### Merge tickets\\n\\n1. Open the primary ticket and select the merge option from the side panel.\\n\\n   ![]()\\n\\n   The ticket from which you initiate the merge becomes the primary ticket.\\n2. In the modal window that appears, review the suggested duplicate tickets based on the pre-filled primary ticket title.\\n3. Select the appropriate duplicate tickets and confirm the merge action.\\n\\n   There is no limit",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-58",
+        "text": "on the number of tickets that can be merged.\\n4. Review the automatic communication sent to primary and duplicate ticket owners (configurable in ticket preferences).\\n\\n### Post-merge conditions\\n\\n* The primary ticket retains all key fields (description, part, group, owner, creator, priority, stage), and the SLA remains unchanged.\\n* Events are updated to reflect all merge actions.\\n* Subscribers and reporters from duplicate tickets are added to the primary ticket.\\n* Linked objects from",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-56",
+        "text": "reporters or no reporters.\\n* Active status: Only unclosed tickets can be selected as primary or duplicate tickets.\\n* Channel flexibility: Tickets from any channel can be merged if they share the same reporters.\\n\\n### Merge settings\\n\\nYou can configure the following options in the ticket preferences page:\\n\\n* Communication messages for duplicate and primary ticket owners\\n* Stage of duplicate tickets after merge\\n* Accounts to exclude from automated messages\\n\\n![]()\\n\\nMerge can be enabled",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-39",
+        "text": "other tickets or issues that relate to this ticket, click **Link Records** and select the relevant items.\\n7. If you would like to immediately create another ticket, select **Create multiple**.\\n8. Click **Create**.\\n\\nIf a ticket is created from an existing conversation, then the ticket's title and description are populated automatically from the conversation.\\n\\n![]()\\n\\nYou can create a child issue by clicking **+ Link issue** > **Add a child issue**. You can link the other existing issue as",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "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 track ongoing issues more effectively, minimize duplicate work and enhance customer experience. A follow-up ticket is a new ticket that is created and linked when a customer responds in reference to an archived/immutable ticket. The",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-52",
+        "text": "don\\xe2\\x80\\x99t forget to give \\xf0\\x9f\\x91\\x8d on the suggestion if you like it or \\xf0\\x9f\\x91\\x8e to dislike it.\\n\\n![]()\\n\\nDuplicate ticket merging\\n------------------------\\n\\nDuplicate tickets in a support system pose a significant challenge by creating inefficiencies, increasing the workload for support agents, and negatively impacting user experience. These tickets often result from user frustration or misunderstandings of the resolution process, leading to confusion and disrupting",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-64",
+        "text": "internal tickets.\\n\\nTo create an internal ticket, click the **Create Ticket** button. At the bottom of the ticket creation panel, click the dropdown menu on **Create external ticket** and select **Create internal ticket**.\\n\\nYou can convert an internal ticket to an external ticket by clicking **Convert to External** within the **Customer Messages** tab. Once a ticket is converted to external, it cannot be reverted back to internal.\\n\\n[PreviousConversation to ticket",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-61",
+        "text": "following scenarios can lead to the creation of follow up ticket:\\n\\n* Customers communicated on an archived/immutable ticket from any channel such as email.\\n* Customer communicated on a merged ticket and the primary ticket is also archived.\\n\\nAfter creation of a follow up ticket the customer messages will reflect only on the new followup ticket and the customer will continue to see response on the same thread in channels like email & slack. The user can continue responding on the new follow",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "05e8a3ee-fe67-4ece-b8c8-5088330b0864",
+    "query": "converting conversations to tickets issue customer channel acme",
+    "retrievals": [
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-29",
+        "text": "end user.\\n\\n## Why you should convert a Conversation to a Ticket\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n  * **Complex issues** : When a customer inquiry requires in-depth investigation that can't be resolved in a quick conversation.\\n  * **Cross-team collaboration** : Issues requiring input from multiple departments or specialists.\\n  * **Escalation needs** : When a conversation needs to be escalated to a higher support tier.\\n  * **Feature requests** :",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-26",
+        "text": "conversation metadata including: \\n      * Source channel\\n      * Customer account information\\n      * External members added as **reported by** on the ticket\\n    * An AI-generated ticket title and description based on customer messages.\\n\\n### How to convert Conversations to Tickets\\n\\n**Manual Conversion**\\n\\nTo manually convert a conversation to a ticket:\\n\\n  1. Open the conversation record pane view.\\n  2. Click **Convert to Ticket** to initiate the conversion.\\n\\n**Automated Conversion",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-31",
+        "text": "AI-handled conversation reaches its capability limits and needs human expertise.\\n  * **Extended troubleshooting** : Issues requiring multiple steps or follow-ups over time.\\n\\n## Key information\\n\\n  * **Channel support** : Currently, the conversion feature is only available for PLuG and Slack conversations. Other channels still use the traditional **Link Ticket** functionality.\\n\\n  * **CSAT surveys** : CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-32",
+        "text": "handling**: Conversation and ticket SLAs operate independently. When converting:\\n\\n  + The new ticket starts with its own response and resolution SLA timers\\n  + All active SLA metrics on the original conversation are marked as completed\\n\\n[PreviousConversations](/docs/product/conversation)[NextTickets](/docs/product/tickets)\\n\\n#### On this page\\n\\n* [Conversation conversion process](#conversation-conversion-process)\\n* [Convert conversations to tickets](#convert-conversations-to-tickets)\\n*",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-27",
+        "text": "happens automatically:\\n\\n* The original conversation moves to *Archived* stage and cannot be reopened.\\n* A new ticket is created with:\\n  + All internal discussions and customer messages copied from the conversation\\n  + Equivalent metadata as the conversation, including source channel, customer account information, and external members added as **reported by** on the ticket\\n  + An AI-generated ticket title and description based on customer messages\\n\\nConvert conversations to",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "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 automated [workflows](./workflow-engine) to convert conversations to tickets based on specific triggers:\\n\\n* When a conversation meets defined criteria\\n* When the AI agent identifies an issue requiring escalation\\n* According to custom business",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-31",
+        "text": "Cross-team collaboration needs\\n* Escalation requirements\\n* Feature requests\\n* Bug reports\\n* SLA tracking requirements\\n* Documentation needs\\n* Resource allocation requirements\\n* AI capability limitations\\n* Extended troubleshooting needs\\n\\nSupport workflows\\n-----------------\\n\\n* **CSAT surveys**: CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only triggered when a conversation is resolved, not when it's archived through conversion.\\n* **SLA",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-26",
+        "text": "functionality is replaced with a new **Convert to Ticket** feature. Currently, the conversion feature is available only for Plug and Slack conversations. Other channels still use the traditional **Link Ticket** functionality.\\n\\nConversion cannot be undone. Once a conversation is converted to a ticket, this action is permanent and the conversation remains archived.\\n\\nConversation conversion process\\n-------------------------------\\n\\nWhen you convert a conversation to a ticket, the following",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-30",
+        "text": "there.\\n\\n![]()\\n\\nSlack end-user experience\\n-------------------------\\n\\nWhen a conversation is converted to a ticket in Slack:\\n\\n* Ticket information appears within the same thread.\\n* All subsequent messages sync with the newly created ticket.\\n* The transition is seamless for the end user.\\n\\nConversation conversion scenarios\\n---------------------------------\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n* Complex issues requiring in-depth investigation\\n*",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-8",
+        "text": "* [Automatic customer reply](/docs/automations/auto-reply?)\\n      * [Auto parts to conversation](/docs/automations/auto-parts?)\\n      * [Automate opportunities](/docs/automations/opportunity?)\\n      * [Bulk delete data](/docs/automations/bulk-delete?)\\n      * [Bulk work item uploader](/docs/automations/bulk-upload?)\\n      * [Commands surface expander](/docs/automations/commands-surface-expander?)\\n      * [Convergence](/docs/automations/converge?)\\n      * [Conversation",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "0e3d4f90-8b81-449e-85cb-cda6c356cf11",
+    "query": "add subtype in conversation in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-5010_KNOWLEDGE_NODE-0",
+        "text": "b'Subtype Migration | Automate | Snap-ins | DevRev\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  +",
+        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-17231_KNOWLEDGE_NODE-58",
+        "text": "top](/airsync/supported-object-types#summary)\\n\\nconversation\\n------------\\n\\n**Resource Type:** `conversation`\\n\\n**Capabilities:** Can Load, Can Subtype\\n\\n### Fields\\n\\n| Field | Type | Required | Description |\\n| --- | --- | --- | --- |\\n| `applies_to_part_ids` | reference (collection)\\xe2\\x86\\x92[#category:part] |  | Details of the parts relevant to the conversation. |\\n| `broadcast_channels` | text (collection) |  | Active channels for the conversation |\\n| `channels` | reference",
+        "title": "Supported DevRev object types | DevRev | Docs"
+      },
+      {
+        "id": "ART-5010_KNOWLEDGE_NODE-32",
+        "text": "[Marketplace](https://marketplace.devrev.ai/)\\n\\nResources\\n\\n* [Blog](/blog)\\n* [Our Customers](/case-study)\\n* [Snap-In Extensions](https://developer.devrev.ai/public/snapin-development/concepts)\\n* [DevRevU training](/docs/DevRevU)\\n* [Documentation](https://docs.devrev.ai/)\\n* [API References](https://docs.devrev.ai/api/)\\n\\nCompany\\n\\n* [About](/about)\\n* [Events](/events)\\n* [Careers](/careers)\\n* [What Why How](/what-why-how)\\n\\nInitiatives\\n\\n* [Partner Program](/partners)\\n* [Startups",
+        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4116_KNOWLEDGE_NODE-10",
+        "text": "Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev",
+        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1593_KNOWLEDGE_NODE-318",
+        "text": "subtype \" : \" string \" , 35 \" tags \" : [ 36 { 37 \" tag \" : { 38 \" name \" : \" string \" , 39 \" display_id \" : \" string \" , 40 \" id \" : \" string \" 41 } , 42 \" value \" : \" string \" 43 } 44 ] , 45 \" created_by \" : { 46 \" type \" : \" dev_user \" , 47 \" display_name \" : \" string \" , 48 \" display_picture \" : { 49 \" display_id \" : \" string \" , 50 \" id \" : \" string \" 51 } , 52 \" email \" : \" string \" , 53 \" full_name \" : \" string \" , 54 \" state \" : \" active \" , 55 \" display_id \" : \" string \" , 56 \" id \" : \"",
+        "title": "Get \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1957_KNOWLEDGE_NODE-24",
+        "text": "subtype](#add-a-new-subtype)\\n\\n1. [Documentation](/docs)\\n3. [Computer by DevRev](/docs/intro)\\n[Object customization](/docs/product/object-customization)\\n\\nObject customization\\n====================\\n\\nDevRev powers your organization with the ability to customize DevRev objects for your organization\\'s needs. You can add custom fields to the objects along with the pre-existing fields or add new subtypes to the objects which helps you extend an object\\'s capabilities.\\nObjects are the core",
+        "title": "Object customization | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-5010_KNOWLEDGE_NODE-2",
+        "text": "[Object customization](/docs/product/object-customization)\\n  + [Glossary \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://support.devrev.ai/devrev/article/ART-16784-glossary)\\n  + [Search](/docs/product/search)\\n  + [Workflows](/docs/product/workflow-engine)\\n\\n    - [Workflow action library](/docs/product/action-library)\\n    - [Triggers](/docs/product/trigger-library)\\n    - [Conversational workflows](/docs/product/conversational-workflows)\\n    - [Workflow management](/docs/product/workflow-management)\\n",
+        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-5010_KNOWLEDGE_NODE-4",
+        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to",
+        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-5010_KNOWLEDGE_NODE-33",
+        "text": "Program](/startups)\\n* [Gr.ai.ce](/graice)\\n\\n* [Security](https://security.devrev.ai/)\\n* [SLA](/legal/sla)\\n* [DPA](/legal/dpa)\\n* [Subprocessors](/security/sub-processors)\\n* [Cookie Policy](/legal/cookie-policy)\\n* [Privacy Policy](/legal/privacy-policy)\\n* [Terms of Service](/legal/terms-of-service)\\n\\n[System Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.'",
+        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4116_KNOWLEDGE_NODE-8",
+        "text": "[About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin ](https://www.linkedin.com/company/devrev)\\n  * [X (formerly",
+        "title": "Prepare-Update Schemas Subtypes (Beta) \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "c52998fe-3545-4109-b719-ee5a3b792209",
+    "query": "DevRev Platform Orientation & Navigation Guide video login options",
+    "retrievals": [
+      {
+        "id": "ART-1944_KNOWLEDGE_NODE-0",
+        "text": "b\"Product Platform Solutions Marketplace Company Resources Pricing\\n\\nLogin Book a demo\\nProduct Platform Solutions Marketplace Company Resources Pricing\\nLogin Book a demo\\nSearch CTRL + K\\n\\nIntroduction AgentOS platform\\n\\nCore concepts Apps Groups Parts & trails Vistas Vista Reports\\nTasks Updates Customer email notifications Roles Default privileges by group\\nAccess control Object customization Glossary Search People insights Workflow Templates Accessing DevRev External identity provider",
+        "title": "DevRev Documentation"
+      },
+      {
+        "id": "ART-2076_KNOWLEDGE_NODE-2",
+        "text": "applications](https://rise.articulate.com/share/yTvcdwN0dMgzhiU_Kgbbs2t8lfkpnC5O)[![]()\\n\\nDevRev: Admin management and set-up\\n\\nSet up, manage, and streamline workflows for smooth operations](https://devrevu.reach360.com/share/course/d238d6fd-ab6a-41b3-a99b-44e1d2a8d221)\\n\\nExplore more courses\\n--------------------\\n\\nDiscover more courses to expand your DevRev skills and continue your learning journey\\n\\n[![]()\\n\\nDevRev platform fundamentals\\n\\nYour first step to navigating and mastering",
+        "title": "DevRev University"
+      },
+      {
+        "id": "ART-4179_KNOWLEDGE_NODE-2",
+        "text": "applications](https://rise.articulate.com/share/yTvcdwN0dMgzhiU_Kgbbs2t8lfkpnC5O)[![]()\\n\\nDevRev: Admin management and set-up\\n\\nSet up, manage, and streamline workflows for smooth operations](https://devrevu.reach360.com/share/course/d238d6fd-ab6a-41b3-a99b-44e1d2a8d221)\\n\\nExplore more courses\\n--------------------\\n\\nDiscover more courses to expand your DevRev skills and continue your learning journey\\n\\n[![]()\\n\\nDevRev platform fundamentals\\n\\nYour first step to navigating and mastering",
+        "title": "DevRev University"
+      },
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-27",
+        "text": "DevRev's left navigation is designed to provide a more customizable and intuitive navigation experience. This update introduces new sections for better organization, enhanced customization capabilities, and a dedicated **Explore** page for managing views, dashboards, and sprint boards.\\n\\nWhen existing users log in, a prompt appears to guide them in migrating to the new left navigation. Follow the on-screen instructions to complete the migration and begin customizing your experience.\\n\\n## Key",
+        "title": "October 5: Left navigation | Changelog | DevRev"
+      },
+      {
+        "id": "ART-1362_KNOWLEDGE_NODE-15",
+        "text": "Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a",
+        "title": "Authentication \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-12447_KNOWLEDGE_NODE-14",
+        "text": "Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a",
+        "title": "Quickstart guide \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-12450_KNOWLEDGE_NODE-13",
+        "text": "Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
+        "title": "Quickstart guide \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4256_KNOWLEDGE_NODE-6",
+        "text": "the user logs in. If you have the user information available at app launch, call the function after the `DevRev.configure(appID:)` method.\\n\\n#####\\n\\nOn iOS, if you haven\\xe2\\x80\\x99t previously identified the user, the DevRev SDK will automatically create an anonymous user for you immediately after the SDK is configured.\\n\\n#####\\n\\nThe `Identity` structure allows for custom fields in the user, organization, and account traits. These fields must be configured through the DevRev app before",
+        "title": "DevRev SDK for React Native \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-12475_KNOWLEDGE_NODE-0",
+        "text": "b'This document serves as a guide for migrating from UserExperior ( plug.devrev.ai ) to DevRev ( app.devrev.ai ).\\n\\nLog in to your DevRev account at  app.devrev.ai/login .\\n\\nPin the relevant views in the left navigation panel for Session Analytics. The views to pin are  Session Replays ,  Session Analytics: Web , and  Session Analytics: Mobile . For detailed instructions on this process, click  here .\\n\\nLocate the SDK integration key by navigating to  Settings > Support > Session Replays",
+        "title": "Migrating from UserExperior to DevRev"
+      },
+      {
+        "id": "ART-2662_KNOWLEDGE_NODE-0",
+        "text": "b'DevRev Documentation\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  + [Groups](/docs/product/groups)\\n  +",
+        "title": "DevRev Documentation"
+      }
+    ]
+  },
+  {
+    "query_id": "da7b37fd-25ab-4968-9f53-c311043f6306",
+    "query": "change subtype of ticket error something went wrong",
+    "retrievals": [
+      {
+        "id": "ART-5010_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-49",
+        "text": "tickets. Resolved means that the customer's concerns which led to the ticket have been addressed.\\n\\nSubtypes\\n--------\\n\\nYou can create subtypes for tickets to categorize them based on the type of issue. For example, you can create subtypes for bugs, feature requests, or questions.\\nA subtype inherits all the attributes of its parent ticket type. You can add custom attributes to a subtype.\\nTo know how to create subtypes and add custom attributes to them, see [object",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-5010_KNOWLEDGE_NODE-26",
+        "text": "**Work Item Type**: Select either \"ticket\" or \"issue\" based on the type of work items you want to migrate\\n   * **Source Subtype**: Enter the name of the current subtype from which you want to migrate work items\\n   * **Target Subtype**: Enter the name of the target subtype to which you want to migrate work items\\n   * **Field Mappings**: Enter each mapping as source\\\\_field, target\\\\_field, one mapping per line\\n\\n   ![]()\\n\\n   Field names and subtype names must exactly match how they appear",
+        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-24",
+        "text": "[Subtypes](#subtypes)\\n* [Viewing attachments on tickets](#viewing-attachments-on-tickets)\\n* [Turing suggests](#turing-suggests)\\n* [Duplicate ticket merging](#duplicate-ticket-merging)\\n* [Merging guidelines](#merging-guidelines)\\n* [Merge settings](#merge-settings)\\n* [Merge tickets](#merge-tickets)\\n* [Post-merge conditions](#postmerge-conditions)\\n* [Follow up tickets](#follow-up-tickets)\\n* [Internal Tickets](#internal-tickets)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1959_KNOWLEDGE_NODE-34",
+        "text": "subtype:<subtype_name> <custom_field_name>:<value>\\n```\\n```\\n\\n**Examples**\\n\\nSearch for tickets related to access issues with tenant field escalated:\\n\\n```\\n```\\n1 tnt__escalated:true access issues\\n```\\n```\\n\\nSearch for bugs related to access issues with subtype field customer\\\\_impact:\\n\\n```\\n```\\n1 subtype:Bug ctype__customer_impact:true access issues\\n```\\n```\\n\\nSearch across multiple subtypes for tickets related to access issues:\\n\\n```\\n```\\n1 subtype:Bug,Events access",
+        "title": "Search | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1566_KNOWLEDGE_NODE-521",
+        "text": "response.\\n\\nticket.rev_org string Optional\\n\\nFilters for tickets that are associated with any of the provided Rev organizations.\\n\\nticket.severity enum Optional\\n\\nFilters for tickets with any of the provided severities.\\n\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\n\\nFilters for records with any of the provided SLA stages.\\n\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\n\\nFilters for tickets with any",
+        "title": "Transition (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-14",
+        "text": "> | \"leaf_type\": \"issue\", |\\n| > | \"subtype\": \"social_media\" |\\n| > | } |\\n| > | ], |\\n| > | \"target_types\": [ |\\n| > | { |\\n| > | \"leaf_type\": \"ticket\" |\\n| > | } |\\n| > | ], |\\n| > | \"forward_name\": \"is related to\", |\\n| > | \"backward_name\": \"is related to\" |\\n| > | }\\' |\\n```\\n\\nThis configuration:\\n\\n* Allows issues of subtype \\xe2\\x80\\x9csocial\\\\_media\\xe2\\x80\\x9d to be linked to tickets\\n* Rejects attempts to link issues with no subtype or with other subtypes\\n\\n##### \\n\\nThe subtype",
+        "title": "Links | DevRev | Docs"
+      },
+      {
+        "id": "ART-5010_KNOWLEDGE_NODE-13",
+        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
+        "title": "Subtype Migration | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2874_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-65",
+        "text": "conversion](/docs/product/conversation-ticket)[NextRouting](/docs/product/routing)\\n\\n#### On this page\\n\\n* [Attributes](#attributes)\\n* [Create a ticket](#create-a-ticket)\\n* [Tags](#tags)\\n* [Stages](#stages)\\n* [Subtypes](#subtypes)\\n* [Viewing attachments on tickets](#viewing-attachments-on-tickets)\\n* [Turing suggests](#turing-suggests)\\n* [Duplicate ticket merging](#duplicate-ticket-merging)\\n* [Merging guidelines](#merging-guidelines)\\n* [Merge settings](#merge-settings)\\n* [Merge",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "882cde96-7501-41c4-8767-0023a96e5fcc",
+    "query": "Why would I use DevRev?",
+    "retrievals": [
+      {
+        "id": "ART-1487_KNOWLEDGE_NODE-7",
+        "text": "Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin",
+        "title": "Install DevRev CLI \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-12989_KNOWLEDGE_NODE-6",
+        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
+        "title": "Activate Dev Users \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-17231_KNOWLEDGE_NODE-157",
+        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Supported DevRev object types | DevRev | Docs"
+      },
+      {
+        "id": "ART-1400_KNOWLEDGE_NODE-12",
+        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
+        "title": "Get Dev User \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-13031_KNOWLEDGE_NODE-5",
+        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
+        "title": "Merge Rev Users \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-12988_KNOWLEDGE_NODE-7",
+        "text": "DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram",
+        "title": "Get Dev Org \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1487_KNOWLEDGE_NODE-10",
+        "text": "Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
+        "title": "Install DevRev CLI \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1487_KNOWLEDGE_NODE-8",
+        "text": "](https://www.linkedin.com/company/devrev)\\n  * [X (formerly Twitter)](https://twitter.com/devrev)\\n  * [Gr.ai.ce](https://devrev.ai/graice)\\n\\nLegal\\n\\n  * [Security](https://security.devrev.ai/)\\n  * [SLA](https://devrev.ai/legal/sla)\\n  * [DPA](https://devrev.ai/legal/dpa)\\n  * [Subprocessors](https://devrev.ai/security/sub-processors)\\n  * [Cookie Policy](https://devrev.ai/legal/cookie-policy)\\n  * [Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of",
+        "title": "Install DevRev CLI \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1487_KNOWLEDGE_NODE-11",
+        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
+        "title": "Install DevRev CLI \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4096_KNOWLEDGE_NODE-14",
+        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
+        "title": "Create Rev User \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "a01c7c2b-0eda-489a-a3f7-e2fadaf9f999",
+    "query": "apply repeated multiple fields on tickets with one click",
+    "retrievals": [
+      {
+        "id": "ART-3107_KNOWLEDGE_NODE-24",
+        "text": "existing tickets](#triggering-tag-checks-for-existing-tickets)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[Ticket Tagger](/docs/automations/ticket-tagger)\\n\\nTicket tagger\\n=============\\n\\nThe **Ticket Tagger** is an automation tool designed to streamline ticket\\nmanagement. It automatically assigns appropriate tags to tickets based on the\\ntags of the contact or their account.\\n\\nKey features\\n------------\\n\\n* Automatically tags tickets created by",
+        "title": "Ticket Tagger | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-6175_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Airtable | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2874_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-13083_KNOWLEDGE_NODE-13",
+        "text": "field migrator](/docs/automations/ticket-issue-field-migrator)\\n      * [Ticket Immutability](/docs/automations/ticket-immutability)\\n      * [Ticket email notifier](/docs/automations/ticket-email-notifier)\\n      * [Task tracker](/docs/automations/task-tracker)\\n      * [Ticket Tagger](/docs/automations/ticket-tagger)\\n      * [Tracxn sync](/docs/automations/tracxn-sync)\\n      * [User group validator](/docs/automations/user-group-validator)\\n      *",
+        "title": "| Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2874_KNOWLEDGE_NODE-26",
+        "text": "> **Ticket Issue Field Migrator** > **Configure**.\\n2. Specify the **Field Names** to migrate values from the ticket to the issue when fields are empty or undefined.\\n3. Click **Save** and **Install** to complete the setup.\\n4. Link an issue to a ticket to begin the migration of values from the ticket fields to the issue fields.\\n5. After the migration process is complete, you will receive a summary message in the snap-in **Discussion** tab, informing you of the number of fields processed,",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2010_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "Bulk work item uploader | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4185_KNOWLEDGE_NODE-15",
+        "text": "[Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n",
+        "title": "Ticket approval workflow | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2874_KNOWLEDGE_NODE-10",
+        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2874_KNOWLEDGE_NODE-14",
+        "text": "Immutability](/docs/automations/ticket-immutability)\\n    - [Ticket email notifier](/docs/automations/ticket-email-notifier)\\n    - [Task tracker](/docs/automations/task-tracker)\\n    - [Ticket Tagger](/docs/automations/ticket-tagger)\\n    - [Tracxn sync](/docs/automations/tracxn-sync)\\n    - [User group validator](/docs/automations/user-group-validator)\\n    - [Work duration](/docs/automations/work-duration)\\n    - [Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    -",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2874_KNOWLEDGE_NODE-27",
+        "text": "updated, and not updated. If the fields specified in the configuration are not found, a notification will be provided in the **Discussion** tab.\\n\\n[PreviousTicket age in engineering](/docs/automations/ticket-age-in-engineering)[NextTicket Immutability](/docs/automations/ticket-immutability)\\n\\n#### On this page\\n\\n* [Ticket issue field migrator](#ticket-issue-field-migrator)\\n* [Installation](#installation)\\n* [Configuration](#configuration)\\n\\n[Enterprise grade security to protect customer",
+        "title": "Ticket issue field migrator | Automate | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "bd3a18be-1f76-4d1d-b813-c54880d2b2b7",
+    "query": "configure contact to open ticket in different workspace",
+    "retrievals": [
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-55",
+        "text": "centralized in one location. This ticket not only retains the most comprehensive data but also acts as the focal point for tracking the progress of the customer's issue.\\n\\n### Merging guidelines\\n\\nTo ensure consistency and accuracy in the merging process, apply these guidelines when determining eligible tickets for merging:\\n\\n* Same workspace: All selected tickets must belong to the same customer workspace or have no workspace.\\n* Matching reporters: All selected tickets must have the same",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-41",
+        "text": "If no such contact is found, JIT provisioning automatically creates a user account, allowing immediate access to the portal. This means users can sign up and log in without manual contact creation within the app.\\n* **Existing contacts without mapped accounts**: If a user is already a contact within the app but does not have a mapped account, they can still log in and create a ticket. In this scenario, the login is performed under the default workspace assigned to the contact.\\n* **Account",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "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 other attributes for the ticket: change the assignee or accept the default; enter the severity; add any relevant tags to help employees identify any relevant traits of the ticket; select the workspace that the ticket pertains to.\\n6. If there are",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-17",
+        "text": "* [Email snap-in configuration](/docs/integrations/email-config)\\n    - [Exotel](/docs/integrations/exotel)\\n    - [Slack](/docs/integrations/slack)\\n    - [WhatsApp](/docs/integrations/whatsapp)\\n    - [GitHub](/docs/integrations/github)\\n    - [GitLab](/docs/integrations/gitlab)\\n    - [Harness](/docs/integrations/harness)\\n    - [Marker.io](/docs/integrations/marker-io)\\n    - [Instabug](/docs/integrations/instabug)\\n    - [Qase](/docs/integrations/qase)\\n    - [Tracxn",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-30",
+        "text": "the ticket was created.\\n* **Modified date**: The date the ticket was last modified.\\n* **Tags**: Tags are used to categorize tickets.\\n* **Customer workspace**: The workspace that the ticket pertains to. You can create a new account or workspace if it doesn't exist.\\n* **Target close date**: The date by which the issue is expected to be resolved.\\n* **Modified by**: The user who last modified the ticket.\\n* **Reported by**: Which customer is experiencing the issue. When a ticket is created",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-62",
+        "text": "up ticket.\\n\\nThe below fields would be copied on the new follow up ticket from the archived/immutable ticket:\\n\\n* Part\\n* Channel\\n* Account\\n* Workspace\\n* Reported by\\n* Description\\n* Title\\n* Channel specific custom fields\\n* Subtype\\n\\nThe follow up trigger is added in the workflows and admins configure the changes required on new follow up ticket, for example, copying of any other fields.\\n\\nInternal Tickets\\n----------------\\n\\nInternal tickets allow your team to create and manage",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1947_KNOWLEDGE_NODE-28",
+        "text": "members from your own workspace and other members from the user\\'s workspace without starting a new thread or email chain. Because there can be many tickets attached to a single conversation, there is no need to start a new thread for new topics either.\\n\\nWe recommend closing the conversation whenever you feel the interaction has reached a natural end. Closing the conversation does not close the tickets and your external users are still able to see them in the widget.\\n\\nTickets\\n-------\\n\\nA",
+        "title": "Apps | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-2002_KNOWLEDGE_NODE-25",
+        "text": "about the customer initiating the conversation. Similarly, tickets on DevRev can capture who the ticket was reported by (or reported for).\\n\\nConcepts\\n--------\\n\\nCustomer identity in DevRev includes the following important constructs:\\n\\n* **External User/contact**: Your end user or customer or users associated with organization Accounts or Workspaces.\\n* **Account/workspace**: Any logical grouping that an external user is part of. It could represent a customer account for your B2B product",
+        "title": "Contacts | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-30",
+        "text": "conversation of which you are not the owner, let the owner know to respond. It's beneficial to retain the same point of contact for the duration of the conversation unless the owner refers some another user.\\n* If the conversation has a customer org that's unidentified or is new, add yourself (the customer experience engineer) as the owner of the ticket. Try to find the appropriate owner for the customer org and update the customer record accordingly.\\n* Change the stage of the conversation to",
+        "title": "Support best practices | Computer for Support Teams | DevRev"
+      },
+      {
+        "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 | Update ticket |\\n|  | ID: Ticket created > Output > ID |\\n|  | Group > Output > ID |\\n|  | Owned by > Set: Pick user > Output > User |\\n\\nOrgs can set up pull-based routing by updating the group instead of the user ID in the workflow illustrated",
+        "title": "Routing | Computer for Support Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "35acf2f7-9d3f-47ad-89d8-49474855dbad",
+    "query": "link an agent with the search agent so that the search agent can ask the other agent",
+    "retrievals": [
+      {
+        "id": "ART-2897_KNOWLEDGE_NODE-20",
+        "text": "agent is currently open or closed.\\n\\n[code]\\n\\n    1| window.plugSDK.isSearchAgentOpen  \\n    ---|---\\n[/code]  \\n  \\nThis returns `true` if the search agent is open and `false` if it is closed.\\n\\n## Prefill search query in search agent\\n\\nUse the `prefillSearchQuery` method to prefill a search query when opening and initializing the search agent.\\n\\n[code]\\n\\n    1| window.plugSDK.prefillSearchQuery(\"search_query\");  \\n    ---|---\\n[/code]  \\n  \\n## Add session properties\\n\\nThe",
+        "title": "Methods \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15509_KNOWLEDGE_NODE-19",
+        "text": "status\\n-------------------------\\n\\nUse `isSearchAgentOpen` to determine whether the search agent is currently open or closed.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | window.plugSDK.isSearchAgentOpen |\\n```\\n\\nThis returns `true` if the search agent is open and `false` if it is closed.\\n\\nPrefill search query in search agent\\n------------------------------------\\n\\nUse the `prefillSearchQuery` method to prefill a search query when opening and initializing the search agent.\\n\\n```\\n|  |  |\\n| ---",
+        "title": "Methods | DevRev | Docs"
+      },
+      {
+        "id": "ART-1466_KNOWLEDGE_NODE-27",
+        "text": "Toggle search agent.\\n\\nThe toggleSearchAgent method allows you to control the visibility of the search agent.\\n\\nIf no input is provided, the method toggles the search bar: opening it if it\\xe2\\x80\\x99s closed, and closing it if it\\xe2\\x80\\x99s open.\\n\\n1 window. plugSDK. toggleSearchAgent ( true ) ; Prefill search query in search agent.\\n\\nUse the prefillSearchQuery method to prefill a search query when opening and initializing the search agent.\\n\\n1 window. plugSDK. prefillSearchQuery ( \"",
+        "title": "Methods \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1466_KNOWLEDGE_NODE-26",
+        "text": "agent.\\n\\nCalling the initSearchAgent() method sets up the PLuG search agent on your website. This initialization is required before performing any other actions with the PLuG widget SDK.\\n\\n1 useEffect ( () => { 2 window. plugSDK. init ( { 3 app_id : \\' <your_unique_app_id> \\' , 4 disable_plug_chat_window : true , 5 } ) ; 6 7 window. plugSDK. onEvent ( ( payload ) => { 8 if ( payload. type === \\' ON_PLUG_WIDGET_READY \\' ) { 9 window. plugSDK. initSearchAgent () ; 10 } 11 } ) ; 12 } , []) ;",
+        "title": "Methods \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-2897_KNOWLEDGE_NODE-19",
+        "text": "10|     }  \\n    11|   });  \\n    12| }, []);\\n[/code]  \\n  \\n## Toggle search agent\\n\\nThe `toggleSearchAgent` method allows you to control the visibility of the search agent.\\n\\nIf no input is provided, the method toggles the search bar: opening it if it\\xe2\\x80\\x99s closed, and closing it if it\\xe2\\x80\\x99s open.\\n\\n[code]\\n\\n    1| window.plugSDK.toggleSearchAgent(true);  \\n    ---|---\\n[/code]  \\n  \\n## Check Search Agent status\\n\\nUse `isSearchAgentOpen` to determine whether the search",
+        "title": "Methods \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15509_KNOWLEDGE_NODE-18",
+        "text": "window.plugSDK.initSearchAgent(); |\\n| 10 | } |\\n| 11 | }); |\\n| 12 | }, []); |\\n```\\n\\nToggle search agent\\n-------------------\\n\\nThe `toggleSearchAgent` method allows you to control the visibility of the search agent.\\n\\nIf no input is provided, the method toggles the search bar: opening it if it\\xe2\\x80\\x99s closed, and closing it if it\\xe2\\x80\\x99s open.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | window.plugSDK.toggleSearchAgent(true); |\\n```\\n\\nCheck Search Agent",
+        "title": "Methods | DevRev | Docs"
+      },
+      {
+        "id": "ART-15490_KNOWLEDGE_NODE-5",
+        "text": "shared any information.\\n\\nAfter integrating the Plug widget, you can personalize and contextualize customer engagement. Learn how to [identify your customers](/sdks/web/user-identity) and update their information.\\n\\nBind a hotkey to toggle search agent\\n------------------------------------\\n\\nYou can bind the `toggleSearchAgent` method to a hotkey, such as `Cmd + K` (or `Ctrl + K` for Windows), to toggle the search agent. Here\\xe2\\x80\\x99s an example implementation:\\n\\n###### Setup\\n\\n######",
+        "title": "Install Plug search | DevRev | Docs"
+      },
+      {
+        "id": "ART-15509_KNOWLEDGE_NODE-1",
+        "text": "conversation](/sdks/web/methods#start-conversation)\\n* [Shutdown](/sdks/web/methods#shutdown)\\n* [Initialize the search agent](/sdks/web/methods#initialize-the-search-agent)\\n* [Toggle search agent](/sdks/web/methods#toggle-search-agent)\\n* [Check Search Agent status](/sdks/web/methods#check-search-agent-status)\\n* [Prefill search query in search agent](/sdks/web/methods#prefill-search-query-in-search-agent)\\n* [Add session properties](/sdks/web/methods#add-session-properties)\\n* [Get session",
+        "title": "Methods | DevRev | Docs"
+      },
+      {
+        "id": "ART-2894_KNOWLEDGE_NODE-4",
+        "text": "2|     window.plugSDK.init({  \\n    3|         app_id: \\'<your_unique_app_id>\\',  \\n    4|         disable_plug_chat_window: true,  \\n    5|     });  \\n    6|   \\n    7|     window.plugSDK.onEvent((payload) => {  \\n    8|     if (payload.type === \\'ON_PLUG_WIDGET_READY\\') {  \\n    9|         window.plugSDK.initSearchAgent();  \\n    10|     }  \\n    11|     });  \\n    12| </script>\\n[/code]  \\n  \\nTo toggle `searchAgent`, call the following method on any event required:\\n\\n[code]\\n\\n",
+        "title": "Install PLuG search \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4090_KNOWLEDGE_NODE-13",
+        "text": "[Subprocessors](https://devrev.ai/security/sub-processors)\\n  * [Cookie Policy](https://devrev.ai/legal/cookie-policy)\\n  * [Privacy Policy](https://devrev.ai/legal/privacy-policy)\\n  * [Terms of Service](https://devrev.ai/legal/terms-of-service)\\n\\nLearn\\n\\n  * [What are AI Agents?](https://devrev.ai/what-are-ai-agents)\\n  * [What is Agentic AI?](https://devrev.ai/what-is-agentic-ai)\\n  * [What is Enterprise Search?](https://devrev.ai/what-is-enterprise-search)\\n  * [What is Conversational",
+        "title": "Create Link \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "1477f1ba-efec-4c13-8c57-86e33ae542a1",
+    "query": "devrev platform orientation and navigation guide",
+    "retrievals": [
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-27",
+        "text": "DevRev's left navigation is designed to provide a more customizable and intuitive navigation experience. This update introduces new sections for better organization, enhanced customization capabilities, and a dedicated **Explore** page for managing views, dashboards, and sprint boards.\\n\\nWhen existing users log in, a prompt appears to guide them in migrating to the new left navigation. Follow the on-screen instructions to complete the migration and begin customizing your experience.\\n\\n## Key",
+        "title": "October 5: Left navigation | Changelog | DevRev"
+      },
+      {
+        "id": "ART-1944_KNOWLEDGE_NODE-0",
+        "text": "b\"Product Platform Solutions Marketplace Company Resources Pricing\\n\\nLogin Book a demo\\nProduct Platform Solutions Marketplace Company Resources Pricing\\nLogin Book a demo\\nSearch CTRL + K\\n\\nIntroduction AgentOS platform\\n\\nCore concepts Apps Groups Parts & trails Vistas Vista Reports\\nTasks Updates Customer email notifications Roles Default privileges by group\\nAccess control Object customization Glossary Search People insights Workflow Templates Accessing DevRev External identity provider",
+        "title": "DevRev Documentation"
+      },
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-26",
+        "text": "[Developer](https://developer.devrev.ai/)\\n  * [DevRevU](/docs/DevRevU)\\n\\n    * [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n  * Key changes\\n  * New navigation sections\\n  * Explore the section for boards and views\\n  * Search and filter options in Explore\\n  * Pinning and unpinning views\\n  * Recents section\\n\\n  1. [Documentation](/docs)\\n  2.   3. [Changelog](/docs/changelog)\\n  4. [October 5: Left navigation](/docs/product/left-navigation)\\n\\n# Left navigation\\n\\nThe updated",
+        "title": "October 5: Left navigation | Changelog | DevRev"
+      },
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-0",
+        "text": "b\"[](/)\\n\\n  * Product\\n  * Platform\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * Pricing\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\n[](/)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\nPricing __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL` \\\\+ `K`\\n\\n  * [Introduction](/docs)\\n  * [AgentOS platform](/docs/intro)\\n\\n    * [Core concepts](/docs/product/core)\\n    *",
+        "title": "October 5: Left navigation | Changelog | DevRev"
+      },
+      {
+        "id": "ART-12450_KNOWLEDGE_NODE-7",
+        "text": "page helpful?YesNo\\n\\n[FeaturesUp Next](/public/sdks/ios/features)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  * [Support](https://devrev.ai/support)\\n  * [Search](https://devrev.ai/search)\\n  * [PLuG - User",
+        "title": "Quickstart guide \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-2666_KNOWLEDGE_NODE-28",
+        "text": "changes\\n\\n### New navigation sections\\n\\nThe updated left navigation includes the following sections:\\n\\n  * **Work**\\n  * **Product**\\n  * **Customer**\\n  * **People**\\n\\nThese new sections replace the former categories of **Build** , **Product** , **Support** , and **Grow** , offering a more personalized user experience. You can set defaults based on your primary application preferences and add custom views to these sections for easier access.\\n\\n### Explore the section for boards and",
+        "title": "October 5: Left navigation | Changelog | DevRev"
+      },
+      {
+        "id": "ART-15498_KNOWLEDGE_NODE-8",
+        "text": "helpful?\\n\\nYesNo\\n\\n[Previous](/sdks/web/migration)[#### Features\\n\\nNext](/sdks/android/features)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Quickstart guide | DevRev | Docs"
+      },
+      {
+        "id": "ART-2662_KNOWLEDGE_NODE-1",
+        "text": "[Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  + [Object",
+        "title": "DevRev Documentation"
+      },
+      {
+        "id": "ART-2662_KNOWLEDGE_NODE-0",
+        "text": "b'DevRev Documentation\\n\\n* Computer\\n* Resources\\n* [Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nComputer\\n\\nResources\\n\\n[Our Customers](/case-study)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](/request-a-demo)\\n\\nSearch\\n\\n`CTRL`\\xc2\\xa0+\\xc2\\xa0`K`\\n\\n* [Introduction](/docs)\\n* [Computer by DevRev](/docs/intro)\\n\\n  + [Core concepts](/docs/product/core)\\n  + [Apps](/docs/product/apps)\\n  + [Groups](/docs/product/groups)\\n  +",
+        "title": "DevRev Documentation"
+      },
+      {
+        "id": "ART-12461_KNOWLEDGE_NODE-0",
+        "text": "b'[](/public/sdks/cordova/quickstart)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
+        "title": "Quickstart guide \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "d1c10c3c-ce66-42b1-afd0-3de10ded4f08",
+    "query": "common causes of Bad_Request error in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-1364_KNOWLEDGE_NODE-3",
+        "text": "\\n`429`| `Too Many Requests`| The user is currently throttled due to exceeding their permitted rate limit. The `Retry-After` response header contains the number of seconds before the user should retry.  \\n`500`| `Internal Server Error`| An internal error was encountered in the handling of the request which couldn\\xe2\\x80\\x99t be processed to completion. DevRev is automatically alerted to any occurrence of this error. The user should retry after a short delay and contact DevRev support if the",
+        "title": "Errors \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15376_KNOWLEDGE_NODE-3",
+        "text": "request to merge Dev users.\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/dev-users/list-post)[#### Self Dev User\\n\\nNext](/api-reference/dev-users/self)[Built",
+        "title": "Merge Dev Users | DevRev | Docs"
+      },
+      {
+        "id": "ART-1204_KNOWLEDGE_NODE-9",
+        "text": "Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/dev-users/get)[#### Link Dev Users Identities\\n\\nNext](/api-reference/dev-users/identities-link)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Get Dev User (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-15449_KNOWLEDGE_NODE-3",
+        "text": "Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/rev-users/list-post)[#### Scan Rev Users\\n\\nNext](/api-reference/rev-users/scan)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Merge Rev Users | DevRev | Docs"
+      },
+      {
+        "id": "ART-1364_KNOWLEDGE_NODE-2",
+        "text": "{\"message\":\"route not found\"}\\n[/code]  \\n  \\nStatus Code| Status| Description  \\n---|---|---  \\n`400`| `Bad Request`| The request was malformed or contained invalid arguments.  \\n`401`| `Unauthorized`| The user attempted to access an endpoint that requires authentication and no credentials were provided or their validation failed.  \\n`403`| `Forbidden`| The user isn\\xe2\\x80\\x99t authorized to perform the requested action.  \\n`404`| `Not Found`| The requested endpoint doesn\\xe2\\x80\\x99t exist.",
+        "title": "Errors \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15440_KNOWLEDGE_NODE-9",
+        "text": "Error\\n\\n409\\n\\nConflict Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/rev-users/scan-post)[#### Create Service Account\\n\\nNext](/api-reference/service-accounts/create)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Update Rev User | DevRev | Docs"
+      },
+      {
+        "id": "ART-4097_KNOWLEDGE_NODE-1",
+        "text": "Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nPOST\\n\\n/rev-users.delete\\n\\n[code]\\n\\n    $| curl -X POST https://api.devrev.ai/rev-users.delete \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\" \\\\  \\n    >|      -H \"Content-Type: application/json\" \\\\  \\n    >|      -d \\'{  \\n    >|   \"id\": \"foo\"  \\n    >| }\\'\\n[/code]  \\n  \\nTry",
+        "title": "Delete Rev User \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1213_KNOWLEDGE_NODE-5",
+        "text": "properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/rev-orgs/delete)[#### Get Rev Org (POST)\\n\\nNext](/api-reference/rev-orgs/get-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Get Rev Org | DevRev | Docs"
+      },
+      {
+        "id": "ART-15314_KNOWLEDGE_NODE-8",
+        "text": "Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/code-changes/update)[#### Get Command\\n\\nNext](/api-reference/commands/get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Create Command | DevRev | Docs"
+      },
+      {
+        "id": "ART-1205_KNOWLEDGE_NODE-11",
+        "text": "Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/dev-users/identities-unlink)[#### List Dev Users (POST)\\n\\nNext](/api-reference/dev-users/list-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "List Dev Users | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "d87ed963-92e7-4659-82b5-ef0566b2eb48",
+    "query": "associate multiple workspaces to a contact",
+    "retrievals": [
+      {
+        "id": "ART-1210_KNOWLEDGE_NODE-0",
+        "text": "b'Workspaces | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[rev-orgs](/api-reference/rev-orgs/workspaces)\\n\\nWorkspaces\\n==========\\n\\nCopy page\\n\\n`rev-orgs` endpoint\\n\\n\\xe2\\x84\\xb9\\xef\\xb8\\x8f Workspaces (or rev orgs) are the organizations that your customers belong to. A workspace offers more granularity than accounts to define the instances of your product. Users can be mapped to track",
+        "title": "Workspaces | DevRev | Docs"
+      },
+      {
+        "id": "ART-1414_KNOWLEDGE_NODE-1",
+        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[API Reference](/public/api-reference/getting-started)[rev-orgs](/public/api-reference/rev-orgs/workspaces)\\n\\n#\\n\\nWorkspaces\\n\\n`rev-orgs` endpoint\\n\\n\\xe2\\x84\\xb9\\xef\\xb8\\x8f Workspaces (or rev orgs) are the organizations that your customers belong to. A workspace offers more granularity than accounts to define the instances of your product. Users can be mapped",
+        "title": "Workspaces \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1960_KNOWLEDGE_NODE-28",
+        "text": "Individual prospects or users associated with an organization\\'s workspaces or accounts.\\n:   Contacts can be associated with an account or workspace, but not always.\\n:   Terms related to\\xc2\\xa0*contact*:\\n\\n    * *[account](#account)*\\n    * *[workspace](#workspace)*\\n:   Read more about\\xc2\\xa0[*contact*](https://docs.devrev.ai/product/grow)\\n\\nconversation\\n\\n:   An interaction between the builder and consumer that may be escalated to a ticket.\\n:   Terms related",
+        "title": "Glossary | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1210_KNOWLEDGE_NODE-1",
+        "text": "usage per workspace.\\n\\n\\xf0\\x9f\\x93\\x8c For more information about workspaces, refer to [Customers](https://docs.devrev.ai/product/customers).\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/parts/update)[#### Create Rev Org\\n\\nNext](/api-reference/rev-orgs/create)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Workspaces | DevRev | Docs"
+      },
+      {
+        "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\\n  + If all selected users within the **Reported By** field belong to the same workspace, the **Workspace** field remains unchanged.\\n  + If users are from different workspaces, the **Workspace** field is emptied, while the **Account** field",
+        "title": "June 2025 | Changelog | DevRev"
+      },
+      {
+        "id": "ART-15506_KNOWLEDGE_NODE-17",
+        "text": "Contacts linked to the account | User and account information | Recommended for most B2B cases |\\n| **Three-level** | Account with linked workspaces and contacts | User, workspace and account information | Used for B2B cases but only recommended if your business model requires workspace organization |\\n\\n**What happens when you send different combinations:**\\n\\nUser reference:\\n\\n* A user reference is mandatory, ensuring its constant presence.\\n* If a user with the provided reference",
+        "title": "Identify your users with Plug | DevRev | Docs"
+      },
+      {
+        "id": "ART-1414_KNOWLEDGE_NODE-2",
+        "text": "to track usage per workspace.\\n\\n\\xf0\\x9f\\x93\\x8c For more information about workspaces, refer to [Customers](https://docs.devrev.ai/product/customers).\\n\\nWas this page helpful?YesNo\\n\\n[ConceptsUp Next](/public/api-reference/tags/concepts)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  *",
+        "title": "Workspaces \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-16784_KNOWLEDGE_NODE-6",
+        "text": "in the source system.\\n\\nTerms related to connection: AirSync, snap-incontact\\n\\nIndividual prospects or users associated with an organization\\'s workspaces or accounts.\\n\\nContacts can be associated with an account or workspace, but not always.\\n\\nTerms related to contact: account, workspace\\n\\nRead more about contact: [https://devrev.ai/docs/product/grow](https://devrev.ai/docs/product/grow)conversation\\n\\nAn interaction between the builder and consumer that may be escalated to a",
+        "title": "Glossary"
+      },
+      {
+        "id": "ART-1414_KNOWLEDGE_NODE-0",
+        "text": "b'[](/public/api-reference/rev-orgs/workspaces)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
+        "title": "Workspaces \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1997_KNOWLEDGE_NODE-31",
+        "text": "users associated with an organization's workspaces or accounts. A contact is also known as a rev-user in the DevRev API.\\n\\nContacts represent customers, leads, and stakeholders with whom a business interacts. Contacts can be associated with an account or workspace, but not always.\\n\\n\\xf0\\x9f\\xa4\\x9d Engagement\\n------------\\n\\nDevRev uses engagements to capture all interactions between employees and customers, encompassing communications across various channels and touchpoints. DevRev records",
+        "title": "Computer for Growth Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "6dbad6ea-8ad4-41c5-8cf0-ed39a644fb26",
+    "query": "Slack notifications org name unknown organisation",
+    "retrievals": [
+      {
+        "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 organization hides their emails, the integration cannot resolve the user to a DevRev Contact and will act on behalf of itself instead. It's recommended to ask customers to share their emails with your organization so apps, including DevRev, can access",
+        "title": "Slack | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-35",
+        "text": "the channel will not sync to DevRev.\\n\\nConversation notifications\\n--------------------------\\n\\nAny new message added to a conversation within your DevRev workspace, regardless of its originating source channel or platform, can trigger a notification in a designated Slack channel, helping your team stay updated on customer interactions.\\n\\n### To enable conversation notifications\\n\\n1. Turn on **Enable the conversation notification feature** in the Slack snap-in configuration.\\n2. Provide a",
+        "title": "Slack | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-27",
+        "text": "Connection**.\\n   * Select **Slack** from the dowpdown list.\\n   * Give it a name and sign in with Slack. Ensure to toggle on **Make public** to make the connection public for your organization.\\n\\nConfigure the snap-in\\n---------------------\\n\\n1. In the **Configuration** tab, the first input field to set is *filters*. Here you can declare for which tickets to track the SLA status and to which channels to send notifications.\\n\\n   Set the ticket subtype, severity, and part; the support heads",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-36",
+        "text": "Slack Channel ID in the **Channel ID to send conversation notifications** snap-in configuration as the target to post notifications.\\n\\n* Any new message within tickets in the customer messages panel is also subjected to the same automation.\\n* To prevent notification overload, each conversation or ticket is subject to a five minute cooldown period between notifications. Multiple consecutive messages within this window will not trigger additional notifications.\\n* Notification threads are not",
+        "title": "Slack | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-17",
+        "text": "* [Email snap-in configuration](/docs/integrations/email-config)\\n    - [Exotel](/docs/integrations/exotel)\\n    - [Slack](/docs/integrations/slack)\\n    - [WhatsApp](/docs/integrations/whatsapp)\\n    - [GitHub](/docs/integrations/github)\\n    - [GitLab](/docs/integrations/gitlab)\\n    - [Harness](/docs/integrations/harness)\\n    - [Marker.io](/docs/integrations/marker-io)\\n    - [Instabug](/docs/integrations/instabug)\\n    - [Qase](/docs/integrations/qase)\\n    - [Tracxn",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-31",
+        "text": "Policy](/legal/cookie-policy)\\n* [Privacy Policy](/legal/privacy-policy)\\n* [Terms of Service](/legal/terms-of-service)\\n\\n[System Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\"",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-16",
+        "text": "sync](/docs/automations/ticket-linked-issues-comment-sync)\\n    - [Slack message agent](/docs/automations/slack-message-agent)\\n  + [Integrate](/docs/integrate)\\n\\n    - [Bitbucket](/docs/integrations/bitbucket)\\n    - [Calendly](/docs/integrations/calendly)\\n    - [Coralogix security integration](/docs/integrations/coralogix)\\n    - [Datadog](/docs/integrations/datadog)\\n    - [Google Calendar AirSync](/docs/integrations/google-calendar-airdrop)\\n    - [Email](/docs/integrations/email)\\n\\n",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-24",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Installation](#installation)\\n* [Configure the snap-in](#configure-the-snapin)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n\\nSLA status change Slack notifier\\n================================\\n\\nGet alerted on your ticket\\'s SLAs. This snap-in sends a notification through Slack to user configured channels, tagging the",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-48",
+        "text": "channel.\\n\\n1. **Sync messages with the thread (for incidents created from Slack)**\\n\\n* Works only for incidents created from Slack.\\n* It syncs messages with the originating thread, similar to ticket and issue work items.\\n\\n1. **Sync messages with the notification thread**\\n\\n* Syncs with the thread of the incident notification sent on the channel mentioned in the **Channel ID to send incident notifications** configuration.\\n* Works for all incidents irrespective of source channel or",
+        "title": "Slack | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-4199_KNOWLEDGE_NODE-23",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Install](#install)\\n* [Configure the custom Slack bot](#configure-the-custom-slack-bot)\\n* [Configure",
+        "title": "Slack message agent | Automate | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "5008d8ba-33fe-4763-b515-5934672610d1",
+    "query": "how to create tickets in DevRev MVP org",
+    "retrievals": [
+      {
+        "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 under **Support** in the DevRev app.\\n\\n![]()\\n\\nYou can export views to CSV or JSON by selecting **Actions** in the upper-right corner and choosing the format.\\n\\nAttributes\\n----------\\n\\nTickets have attributes that can be used to filter",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-37",
+        "text": "filters and **Group** conditions across various vistas in DevRev to track specific work, capacity, and more.\\n\\nYou can add custom attributes to tickets to track additional information. For more information on custom attributes, see [object customization](./object-customization).\\n\\nIssues are attached to tickets in order to track efforts with product priorities.\\n\\nCreate a ticket\\n---------------\\n\\n1. Go to **Support** > **Tickets** from the sidebar on the left.\\n2. Click **New Ticket** on",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1447_KNOWLEDGE_NODE-1",
+        "text": "[Tickets](https://docs.devrev.ai/product/tickets) and [Issues](https://docs.devrev.ai/product/issues).\\n\\nWas this page helpful?YesNo\\n\\n[Create WorkUp Next](/public/api-reference/works/create)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  *",
+        "title": "Tickets and issues \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1605_KNOWLEDGE_NODE-461",
+        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the",
+        "title": "Create \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1785_KNOWLEDGE_NODE-459",
+        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the",
+        "title": "Create \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1832_KNOWLEDGE_NODE-468",
+        "text": "need response.\\nticket.rev_org string Optional\\nFilters for tickets that are associated with any of the provided Rev organizations.\\nticket.severity enum Optional\\nFilters for tickets with any of the provided severities.\\nAllowed values: blocker high low medium\\nticket.sla_summary.stage enum Optional\\nFilters for records with any of the provided SLA stages.\\nAllowed values: breached completed paused running warning\\nticket.source_channel string Optional\\nFilters for tickets with any of the",
+        "title": "Create \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4177_KNOWLEDGE_NODE-5",
+        "text": "Users, Not tickets\\n--------------------------\\n\\nDelve into the ways by which you can delight customers and build strong brand association early on, using DevRev.\\n\\n[![]()\\n\\nIntroducing Conversations and Inbox\\n\\nDelve into the basics of the DevRev Inbox and understand how to manage different types of customer conversations](https://vimeo.com/1027655861)[![]()\\n\\nExploring tickets and their attributes\\n\\nLearn more about the different stages on tickets, and how progress is communicated",
+        "title": "DevRev University - DevRev for Startups"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-23",
+        "text": "2025](/docs/changelog/_2025-06-01)\\n  + [May 2025](/docs/changelog/_2025-05-01)\\n  + [March and April 2025](/docs/changelog/_2025-04-01)\\n  + [February 2025](/docs/changelog/_2025-02-01)\\n* [Developer \\xe2\\x86\\x97\\xef\\xb8\\x8f](https://developer.devrev.ai/)\\n* [DevRevU \\xe2\\x86\\x97\\xef\\xb8\\x8f](/docs/DevRevU)\\n\\n  + [Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Attributes](#attributes)\\n* [Create a ticket](#create-a-ticket)\\n* [Tags](#tags)\\n* [Stages](#stages)\\n*",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1447_KNOWLEDGE_NODE-7",
+        "text": "Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a",
+        "title": "Tickets and issues \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1447_KNOWLEDGE_NODE-8",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'",
+        "title": "Tickets and issues \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "399ad65e-5dd6-473b-9482-ae5444682ad4",
+    "query": "manage multiple email addresses for one account",
+    "retrievals": [
+      {
+        "id": "ART-888_KNOWLEDGE_NODE-48",
+        "text": "you use an email address provided by an organization (such as your work email address) to access the Services, then the owner of the domain associated with your email address (e.g. your employer) may assert administrative control over your account and use of the Services at a later date. You will be notified if this happens.If you do not want an administrator to be able to assert control over your account or use of the Services, you should deactivate your membership with the relevant",
+        "title": "Privacy Policy"
+      },
+      {
+        "id": "ART-888_KNOWLEDGE_NODE-49",
+        "text": "enterprise, or use your personal email address to register for or access the Services. If an administrator has not already asserted control over your account or access to the Services, you can update the email address associated with your account through your account settings in your profile. Once an administrator asserts control over your account or use of the Services, you will no longer be able to change the email address associated with your account without administrator approval.Please",
+        "title": "Privacy Policy"
+      },
+      {
+        "id": "ART-2027_KNOWLEDGE_NODE-45",
+        "text": "due to mail loops, the email integration has the provision to specify user-specific email limits. By default, the user-specific limit is set to 30 emails per 10 minutes.\\n\\nIf a user sends 30 emails in a 10-minute time frame, this particular user is marked with the tag spammer. Once marked as a spammer, the user can only send 100 emails in a 24-hour period. All of these emails are marked as spam by the system. Any emails beyond the 100 spam email default limit are dropped, and the blocked tag",
+        "title": "Email | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2027_KNOWLEDGE_NODE-27",
+        "text": "track interactions (**Support > Inbox** for conversations and **Support > Tickets** for tickets). All replies are sent from your organization\\xe2\\x80\\x99s own email addresses, maintaining a professional and personalized customer experience that strengthens your brand and fosters better engagement. This method builds trust with mailbox providers and recipients across any email service, reducing spam flags and protecting your brand identity by adhering to DMARC standards.\\n\\nYou can choose for an",
+        "title": "Email | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-31",
+        "text": "creators. Enter multiple emails separated by commas.\\n   * **Add non-existing customers**: Enable this to allow people in meetings who are not already customers to be added as customers.\\n\\nIf a meeting is scheduled with people who are neither part of the company nor existing customers, this option allows them to be added as customers.\\n\\n* **Track meetings from free email domains**: Enable this feature to capture meetings scheduled using non-work email addresses, such as gmail.com or",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-17",
+        "text": "* [Email snap-in configuration](/docs/integrations/email-config)\\n    - [Exotel](/docs/integrations/exotel)\\n    - [Slack](/docs/integrations/slack)\\n    - [WhatsApp](/docs/integrations/whatsapp)\\n    - [GitHub](/docs/integrations/github)\\n    - [GitLab](/docs/integrations/gitlab)\\n    - [Harness](/docs/integrations/harness)\\n    - [Marker.io](/docs/integrations/marker-io)\\n    - [Instabug](/docs/integrations/instabug)\\n    - [Qase](/docs/integrations/qase)\\n    - [Tracxn",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-38",
+        "text": "Step 2: Define the Primary Use Case\\n\\nChoose how DevRev should interpret emails sent to the primary address:\\n\\n* Choose between generating a **Ticket or a Conversation** from the incoming email.\\n\\nToggle on **Set email as the default channel for tickets** to ensure that:\\n\\n* Customer chat replies are sent via email as well as to the original source of the channel.\\n\\n### Step 3: Add Additional Support Emails\\n\\nYou can add more addresses to handle support requests.\\n\\n* **Tickets**: Emails",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-27",
+        "text": "conversation, ensuring seamless and continuous communication.\\n\\nBy default, notifications are sent from [notifications@devrev.ai](mailto:notifications@devrev.ai). However, this setting can be overridden to use the organization\\xe2\\x80\\x99s primary email address as the sender, or notifications can be turned off entirely.\\n\\nTo configure the notifications setting, under [**Settings** > **Snap-ins** > **Email Integration**](https://app.devrev.ai/devrev/settings/snap-ins/email-with-tickets), go to",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-26",
+        "text": "Configure email forwarding for your email provider](#3-configure-email-forwarding-for-your-email-provider)\\n* [4. Verify configuration](#4-verify-configuration)\\n* [5. Events Panel](#5-events-panel)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Integrate](/docs/integrate)\\n[Email](/docs/integrations/email)\\n[Email snap-in configuration](/docs/integrations/email-config)\\n\\nEmail snap-in configuration\\n===========================\\n\\n1. Create a new",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-3",
+        "text": "management](/docs/product/workflow-management)\\n    - [Workflow nodes](/docs/product/workflow-nodes)\\n    - [Troubleshooting](/docs/product/troubleshooting-workflows)\\n  + [Templates](/docs/product/template)\\n  + [Accessing DevRev](/docs/product/ui)\\n  + [External identity provider setup](/docs/product/sso-saml)\\n  + [Remote MCP server](/docs/product/remote-mcp)\\n* [Computer for Support Teams](/docs/product/support)\\n\\n  + [Inbox](/docs/product/inbox)\\n  + [Support",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "5fba19b8-8d24-4148-afb1-27629d9080be",
+    "query": "how to install PLuG website installation PLuG ID setup guide",
+    "retrievals": [
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-7",
+        "text": "these steps.\\n\\nIn DevRev, go to Settings. > Support. > PLuG Settings. through the settings icon in the top-left corner.\\nClick Enable PLuG Widget. if it isn\\'t already enabled.\\nCopy your Unique App ID. from the Configuration tab..\\nSetup for HTML.\\n\\nPlace this code in the head of your HTML page.\\n\\n1 //\\n2 < script\\n3 type = \"text/javascript\"\\n4 src = \"https://plug-platform.devrev.ai/static/plug.js\"\\n5 > </ script >\\n\\nPlace this code in the body of your HTML page.\\n\\n1 < script >\\n2",
+        "title": "Install PLuG chat on your website"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-10",
+        "text": "users that come to your site and haven\\'t yet logged in or shared any information.\\n\\nWe understand the importance of making your engagement more personalized and contextual with your customers. Learn how to identify your customers and update their information.\\n\\nPrevious PLuG Next Install PLuG search on your website\\nOn this page\\n\\nIntegration code Unique app ID Setup for HTML Setup for React\\n\\nEnterprise grade security to protect customer data\\nLearn more about it.\\nProduct\\n\\nBuild",
+        "title": "Install PLuG chat on your website"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-6",
+        "text": "to the Customize documentation.\\n\\nAlternatively, for the most comprehensive customizations, refer to our SDK functions here.\\n\\nIntegration code.\\n\\nTo get the PLuG chat widget to appear on your website and web app, copy and paste the snippet below on every page where you want the widget to appear for website visitors.\\n\\nUnique app ID.\\n\\nMake sure to replace the app ID with your app ID which identifies your PLuG chat widget. You can access your app ID from your DevRev account by following",
+        "title": "Install PLuG chat on your website"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-12",
+        "text": "width=\"0\" style=\"display:none;visibility:hidden\"></iframe>'",
+        "title": "Install PLuG chat on your website"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-5",
+        "text": "Jul 06 to Jul 19, 2023 Jun 20 to Jul 05, 2023 Jun 05 to Jun 19, 2023 May 22 to Jun 05, 2023 Apr 22 to May 22, 2023\\n\\nDeveloper DevRevU\\n\\nOn this page\\nIntegration code Unique app ID Setup for HTML Setup for React\\nInstall PLuG chat on your website.\\n\\nThere are two primary methods to customize PLuG chat. The easiest way is to do so through the app by navigating to Settings > Support > PLuG Settings > Configuration, Styling and Layout Tabs.. For detailed descriptions of the parameters, refer",
+        "title": "Install PLuG chat on your website"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-9",
+        "text": "App.js.\\n\\n1 useEffect ( () => {\\n2 window. plugSDK. init ({\\n3 // Please ensure you replace the app_id with your unique app id\\n4 app_id : \"<your_unique_app_id>\" ,\\n5 });\\n6 }, []);\\n\\nYou should now have PLuG chat widget installed on your website. Facing some issues? Reach out to us through our own PLuG chat widget from the bottom right of your screen.\\n\\nOnce the widget is installed on your website, every user who visits your website is considered an anonymous user. Anonymous users are the",
+        "title": "Install PLuG chat on your website"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-0",
+        "text": "b'Product Platform Solutions Marketplace Company Resources Pricing\\n\\nLogin Book a demo\\nProduct Platform Solutions Marketplace Company Resources Pricing\\nLogin Book a demo\\nSearch CTRL + K\\n\\nIntroduction AgentOS platform\\n\\nCore concepts Apps Groups Parts & trails Vistas Vista Reports\\nTasks Updates Customer email notifications Roles Default privileges by group\\nAccess control Object customization Glossary Search People insights Workflow Templates Accessing DevRev External identity provider",
+        "title": "Install PLuG chat on your website"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-3",
+        "text": "status change Slack notifier Slash commands Smart sprint Spam Shield Ticket age in engineering Work duration\\n\\nIntegrate\\n\\nBitbucket Calendly Datadog Google Calendar Email Slack WhatsApp GitHub Harness Marker.io Instabug Qase Twilio Glean SendSafely\\n\\nAirdrop\\n\\nHubspot Airdrop Salesforce Airdrop Zendesk Airdrop Freshdesk Airdrop Rocketlane Airdrop Confluence Airdrop ServiceNow Airdrop Jira Airdrop DevRev for Jira app\\nLinear Airdrop ClickUp Airdrop Azure Boards Airdrop\\n\\nPLuG\\n\\nInstall",
+        "title": "Install PLuG chat on your website"
+      },
+      {
+        "id": "ART-2894_KNOWLEDGE_NODE-1",
+        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\nOn this page\\n\\n  * [Unique app ID](/public/sdks/web/install-search#unique-app-id)\\n  * [Bind a hotkey to toggle search agent](/public/sdks/web/install-search#bind-a-hotkey-to-toggle-search-agent)\\n\\n[SDKs](/public/sdks)[PLuG Web SDK](/public/sdks/web/installation)\\n\\n#\\n\\nInstall PLuG search\\n\\nTo get the PLuG search widget to appear on your website and web app,",
+        "title": "Install PLuG search \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-2059_KNOWLEDGE_NODE-8",
+        "text": "window.plugSDK.init({\\n3 // Please ensure you replace the app_id with your unique app id\\n4 app_id: \"<your_unique_app_id>\",\\n5 });\\n6 </ script >\\nSetup for React.\\n\\nPlace this in public/index.html file, inside the body tag of your HTML page.\\n\\n1 <script\\n2 type= \"text/javascript\"\\n3 src= \"https://plug-platform.devrev.ai/static/plug.js\"\\n4 ></script>;\\n\\nPlace this code inside the react component where you want to render the chat widget. Typically you should do it as top level component like",
+        "title": "Install PLuG chat on your website"
+      }
+    ]
+  },
+  {
+    "query_id": "80fd3cb8-b4ff-4ca4-8d4b-2b0ac1fdab5b",
+    "query": "send notification to slack when a ticket is manually assigned",
+    "retrievals": [
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-28",
+        "text": "you would like to tag on the message (the ticket owner gets tagged automatically); and the target Slack channel. The channel\\'s ID can be found by going to the channel details. Refer to the placeholder value on the input to see an example of how this looks.\\n2. Decide if notifications should go out even if the ticket has a target end date set. Set the toggle to the desired behavior.\\n3. Decide if a ticket should pass the check if it\\'s part is a descendant of the filter part. For example, if a",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-42",
+        "text": "ticket notifications\\n\\n* Enable through the **Notify on new ticket creation** snap-in configuration.\\n* Provide a Slack channel ID in the **Channel ID to send ticket notifications** configuration.\\n* Snap-in will send notifications to the target channel whenever a new ticket is created, regardless of the source channel or platform.\\n* Notification message threads are **not** synced between platforms.\\n\\n### Notifications for ticket state update\\n\\n* Enable through **Notify on ticket state",
+        "title": "Slack | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-25",
+        "text": "ticket\\'s owner and subscribers, when a ticket\\'s resolution time SLA changes into the *Warning* or *Breached* stage.\\n\\n![]()\\n\\nFor more information, refer to the\\n[SLA status change Slack notifier snap-in](/marketplace/sla-status-change-slack-notifier) on the DevRev\\nmarketplace.\\n\\nInstallation\\n------------\\n\\n1. Create a Slack app for your workspace in <https://api.slack.com/apps>.\\n2. In App features, generate bot token in **OAuth & Permissions**.\\n3. Grant the app bot the following",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-36",
+        "text": "Slack Channel ID in the **Channel ID to send conversation notifications** snap-in configuration as the target to post notifications.\\n\\n* Any new message within tickets in the customer messages panel is also subjected to the same automation.\\n* To prevent notification overload, each conversation or ticket is subject to a five minute cooldown period between notifications. Multiple consecutive messages within this window will not trigger additional notifications.\\n* Notification threads are not",
+        "title": "Slack | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2912_KNOWLEDGE_NODE-13",
+        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
+        "title": "Ticket email notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-29",
+        "text": "ticket with part set as \"Feature 1\" should trigger a notification when the filter is set to \"Capability 1\" and this is a parent part of that feature. Set the toggle to the desired behavior.\\n4. Check the default message body and change it if you would like a different phrasing.\\n\\n[PreviousSet user preference for group](/docs/automations/set-user-preference)[NextSlash commands](/docs/automations/slash-commands)\\n\\n#### On this page\\n\\n* [Installation](#installation)\\n* [Configure the",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-27",
+        "text": "Connection**.\\n   * Select **Slack** from the dowpdown list.\\n   * Give it a name and sign in with Slack. Ensure to toggle on **Make public** to make the connection public for your organization.\\n\\nConfigure the snap-in\\n---------------------\\n\\n1. In the **Configuration** tab, the first input field to set is *filters*. Here you can declare for which tickets to track the SLA status and to which channels to send notifications.\\n\\n   Set the ticket subtype, severity, and part; the support heads",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2035_KNOWLEDGE_NODE-38",
+        "text": "recommended if you already have a conversation in progress. Configure the snap-in to send or not send a ticket summary card to the Slack thread using the **Notify on conversation to ticket conversion** setting. Regardless, the Slack thread will sync with the new ticket instead of the ongoing conversation.\\n\\n![]()\\n\\nSlack does not support slash commands in threads.\\n\\nChoosing one of the first two options will open a pop-up modal with the new ticket form. Complete the required fields; some",
+        "title": "Slack | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-24",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Installation](#installation)\\n* [Configure the snap-in](#configure-the-snapin)\\n\\n1. [Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n\\nSLA status change Slack notifier\\n================================\\n\\nGet alerted on your ticket\\'s SLAs. This snap-in sends a notification through Slack to user configured channels, tagging the",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-13",
+        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "3b420be6-ebc2-458e-a551-3a6038309339",
+    "query": "export all accounts without 500 limit",
+    "retrievals": [
+      {
+        "id": "ART-1255_KNOWLEDGE_NODE-8",
+        "text": "Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/accounts/export)[#### Get Account\\n\\nNext](/api-reference/accounts/get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Export Accounts (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-1462_KNOWLEDGE_NODE-3",
+        "text": "Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nPOST\\n\\n/accounts.export\\n\\n[code]\\n\\n    $| curl -X POST https://api.devrev.ai/accounts.export \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\" \\\\  \\n    >|      -H \"Content-Type: application/json\" \\\\  \\n    >|      -d \\'{}\\'\\n[/code]  \\n  \\nTry it\\n\\n200accountsExportPostExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"accounts\": [  \\n    3|     {  \\n    4|       \"id\": \"foo\",  \\n    5|",
+        "title": "Export Accounts (POST) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-9",
+        "text": "Export Accounts (POST)\\n\\nNext](/api-reference/accounts/export-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Export Accounts | DevRev | Docs"
+      },
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-1",
+        "text": "it](/api-reference/accounts/export?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14 | \"type\": \"string\", |\\n| 15 | \"name\": \"string\", |\\n| 16 | \"size\": 1 |\\n| 17 | } |\\n| 18",
+        "title": "Export Accounts | DevRev | Docs"
+      },
+      {
+        "id": "ART-1255_KNOWLEDGE_NODE-1",
+        "text": "|\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/accounts/export-post?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14",
+        "title": "Export Accounts (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-0",
+        "text": "b'Export Accounts | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nExport Accounts\\n===============\\n\\nCopy page\\n\\nGET\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nGET\\n\\n/accounts.export\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl https://api.devrev.ai/accounts.export \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" |\\n```\\n\\n[Try",
+        "title": "Export Accounts | DevRev | Docs"
+      },
+      {
+        "id": "ART-1255_KNOWLEDGE_NODE-0",
+        "text": "b'Export Accounts (POST) | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nExport Accounts (POST)\\n======================\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nPOST\\n\\n/accounts.export\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/accounts.export \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\",
+        "title": "Export Accounts (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-5",
+        "text": "Unavailable Error\\n\\nGET\\n\\n/accounts.export\\n\\n[code]\\n\\n    $| curl https://api.devrev.ai/accounts.export \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\"\\n[/code]  \\n  \\nTry it\\n\\n200exportExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"accounts\": [  \\n    3|     {  \\n    4|       \"id\": \"foo\",  \\n    5|       \"owned_by\": [  \\n    6|         {  \\n    7|           \"display_id\": \"foo\",  \\n    8|           \"id\": \"foo\",  \\n    9|           \"display_name\": \"foo\",  \\n",
+        "title": "Export Accounts \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-8",
+        "text": "stringsOptional\\n\\nArray of websites of accounts to be filtered.\\n\\n### Response\\n\\nThe response to exporting a collection of accounts.\\n\\naccountslist of objects\\n\\nThe exported accounts.\\n\\nShow 14 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/accounts/delete)[####",
+        "title": "Export Accounts | DevRev | Docs"
+      },
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-1",
+        "text": "__\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[API Reference](/public/api-reference/getting-started)[Accounts](/public/api-reference/accounts/accounts)\\n\\n# Export Accounts\\n\\nGET\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nTry it\\n\\nExports a collection of accounts.\\n\\n### Query parameters\\n\\ncreated_bylist of stringsOptional\\n\\nFilters for accounts created by the specified",
+        "title": "Export Accounts \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "97d4b5c0-67a8-42ad-a2ef-4a23c4985d29",
+    "query": "export report CSV download location",
+    "retrievals": [
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-1",
+        "text": "it](/api-reference/accounts/export?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14 | \"type\": \"string\", |\\n| 15 | \"name\": \"string\", |\\n| 16 | \"size\": 1 |\\n| 17 | } |\\n| 18",
+        "title": "Export Accounts | DevRev | Docs"
+      },
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-0",
+        "text": "b'[](/public/api-reference/accounts/export)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
+        "title": "Export Accounts \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1244_KNOWLEDGE_NODE-1",
+        "text": "it](/api-reference/works/export?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"works\": [ |\\n| 3 | { |\\n| 4 | \"created_by\": { |\\n| 5 | \"display_id\": \"string\", |\\n| 6 | \"id\": \"string\", |\\n| 7 | \"display_name\": \"string\", |\\n| 8 | \"display_picture\": { |\\n| 9 | \"display_id\": \"string\", |\\n| 10 | \"id\": \"string\", |\\n| 11 | \"file\": { |\\n| 12 | \"type\": \"string\", |\\n| 13 | \"name\": \"string\", |\\n| 14 | \"size\": 1 |\\n| 15 | } |\\n| 16 | }, |\\n| 17 | \"email\": \"string\", |\\n| 18",
+        "title": "Export Works | DevRev | Docs"
+      },
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-0",
+        "text": "b'Export Accounts | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nExport Accounts\\n===============\\n\\nCopy page\\n\\nGET\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nGET\\n\\n/accounts.export\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl https://api.devrev.ai/accounts.export \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" |\\n```\\n\\n[Try",
+        "title": "Export Accounts | DevRev | Docs"
+      },
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-10",
+        "text": "\"modified_date\": \"2023-01-01T12:00:00.000Z\",  \\n    69|       \"primary_account\": {  \\n    70|         \"id\": \"foo\",  \\n    71|         \"display_id\": \"foo\",  \\n    72|         \"display_name\": \"foo\"  \\n    73|       },  \\n    74|       \"tier\": \"foo\",  \\n    75|       \"websites\": [  \\n    76|         \"foo\"  \\n    77|       ]  \\n    78|     }  \\n    79|   ]  \\n    80| }\\n[/code]  \\n  \\n[Export Accounts (POST)Up Next](/public/api-reference/accounts/export-post)\\n\\n[Built",
+        "title": "Export Accounts \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1254_KNOWLEDGE_NODE-9",
+        "text": "Export Accounts (POST)\\n\\nNext](/api-reference/accounts/export-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Export Accounts | DevRev | Docs"
+      },
+      {
+        "id": "ART-1302_KNOWLEDGE_NODE-11",
+        "text": "accounts.export\\n$ curl -G https://api.devrev.ai/accounts.export \\\\ > -H \" Authorization: Bearer <token> \" \\\\ > --data-urlencode created_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode created_date.before=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.after=2023-01-01T12:00:00Z \\\\ > --data-urlencode modified_date.before=2023-01-01T12:00:00Z\\n200 Retrieved 1 { 2 \" accounts \" : [ 3 { 4 \" created_date \" : \" 2023-01-01T12:00:00Z \" , 5 \" display_id \" : \" display_id \" , 6 \" id \" : \"",
+        "title": "Export \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1449_KNOWLEDGE_NODE-5",
+        "text": "Unavailable Error\\n\\nGET\\n\\n/accounts.export\\n\\n[code]\\n\\n    $| curl https://api.devrev.ai/accounts.export \\\\  \\n    ---|---  \\n    >|      -H \"Authorization: Bearer <token>\"\\n[/code]  \\n  \\nTry it\\n\\n200exportExample\\n\\n[code]\\n\\n    1| {  \\n    ---|---  \\n    2|   \"accounts\": [  \\n    3|     {  \\n    4|       \"id\": \"foo\",  \\n    5|       \"owned_by\": [  \\n    6|         {  \\n    7|           \"display_id\": \"foo\",  \\n    8|           \"id\": \"foo\",  \\n    9|           \"display_name\": \"foo\",  \\n",
+        "title": "Export Accounts \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1255_KNOWLEDGE_NODE-0",
+        "text": "b'Export Accounts (POST) | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[accounts](/api-reference/accounts/accounts)\\n\\nExport Accounts (POST)\\n======================\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/accounts.export\\n\\nPOST\\n\\n/accounts.export\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST https://api.devrev.ai/accounts.export \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\",
+        "title": "Export Accounts (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-1255_KNOWLEDGE_NODE-1",
+        "text": "|\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/accounts/export-post?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"accounts\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"owned_by\": [ |\\n| 6 | { |\\n| 7 | \"display_id\": \"string\", |\\n| 8 | \"id\": \"string\", |\\n| 9 | \"display_name\": \"string\", |\\n| 10 | \"display_picture\": { |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"id\": \"string\", |\\n| 13 | \"file\": { |\\n| 14",
+        "title": "Export Accounts (POST) | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "897e0598-fd78-4dec-ae18-80721cfe2e1d",
+    "query": "ticket calls show playback access issue",
+    "retrievals": [
+      {
+        "id": "ART-1447_KNOWLEDGE_NODE-8",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'",
+        "title": "Tickets and issues \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-41",
+        "text": "progress\\n\\n\\n\\nOpen\\n\\n\\n\\nEscalate\\n\\n\\n\\nValidate the fix\\n\\n\\n\\nAdditional detail needed\\n\\n\\n\\nCustomer responds\\n\\n\\n\\nStart\\n\\n\\n\\nFeature request accepted\\n\\n\\n\\nResolved\\n\\n\\n\\nNot valid\\n\\n\\n\\nQueued\\n\\n\\n\\nWork in progress\\n\\n\\n\\nAwaiting product assist\\n\\n\\n\\nAwaiting development\\n\\n\\n\\nAwating customer response\\n\\n\\n\\nIn development\\n\\n\\n\\nAccepted\\n\\n\\n\\nResolved\\n\\n\\n\\nCanceled\\n```\\n\\n**Open**\\n\\n* *Queued* (Q)\\n  The initial stage for all tickets. When a new ticket is created,",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-39",
+        "text": "other tickets or issues that relate to this ticket, click **Link Records** and select the relevant items.\\n7. If you would like to immediately create another ticket, select **Create multiple**.\\n8. Click **Create**.\\n\\nIf a ticket is created from an existing conversation, then the ticket's title and description are populated automatically from the conversation.\\n\\n![]()\\n\\nYou can create a child issue by clicking **+ Link issue** > **Add a child issue**. You can link the other existing issue as",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1002_KNOWLEDGE_NODE-1",
+        "text": "\\xe2\\x86\\x92 Issues\\n  Items to track customer requests/problems \\xe2\\x86\\x92 Tickets\\n\\n\\nGiven the converged nature of the DevRev platform, we have both Tickets, and Issues, so when do you use what? The answer is \\xe2\\x80\\x9cit depends\\xe2\\x80\\x9d on what your role is on the part you\\xe2\\x80\\x99re creating the work item on. In general, issues should be restricted to those individuals that either own or contribute to a part. Tickets should be used for all customer/consumer (internal or",
+        "title": "Tickets, Issues: When to Use Each"
+      },
+      {
+        "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 under **Support** in the DevRev app.\\n\\n![]()\\n\\nYou can export views to CSV or JSON by selecting **Actions** in the upper-right corner and choosing the format.\\n\\nAttributes\\n----------\\n\\nTickets have attributes that can be used to filter",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1447_KNOWLEDGE_NODE-1",
+        "text": "[Tickets](https://docs.devrev.ai/product/tickets) and [Issues](https://docs.devrev.ai/product/issues).\\n\\nWas this page helpful?YesNo\\n\\n[Create WorkUp Next](/public/api-reference/works/create)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  *",
+        "title": "Tickets and issues \u2014 DevRev | Docs"
+      },
+      {
+        "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 support\\xe2\\x80\\x94tracking requests, problems, or questions from customers or prospects.\\n\\nIssues\\xc2\\xa0are internal work items for developers\\xe2\\x80\\x94used to improve the product, fix bugs, or implement features. Issues can be linked to",
+        "title": "Support queries related playbook"
+      },
+      {
+        "id": "ART-1002_KNOWLEDGE_NODE-3",
+        "text": "systems being used for engineering work are commonly abused by sales, marketing and support teams. For example, a sales rep may create an issue for a developer for a customer request. In the case of support, you\\xe2\\x80\\x99ll commonly see a ton of duplicate issues when only one was really necessary. This leads to a lot of noise for developers, and devalues the notion of an \\xe2\\x80\\x9cissue\\xe2\\x80\\x9d. By keeping a clear line between tickets and issues, we ensure the following:\\n\\n\\n  issues",
+        "title": "Tickets, Issues: When to Use Each"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-40",
+        "text": "a child issue or create a new one by clicking on **+ New issue**.\\nJust update the title of the child issue and click enter. All other fields will be populated automatically by DevRev. You can edit them later.\\n\\nTags\\n----\\n\\n* Stalled\\n* Priority/Escalated\\n* Fast/Slow Moving\\n* Blocked\\n* Resolution: [*value*]\\n* Impact: [*value*]\\n* Reason: [*value*]\\n\\nStages\\n------\\n\\nThe following figure shows the state machine for tickets.\\n\\n```\\nClosed\\n\\n\\n\\nIn",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1242_KNOWLEDGE_NODE-0",
+        "text": "b'Tickets and issues | DevRev | Docs\\n\\n[![]()![]()](https://developer.devrev.ai/)\\n\\nPublic\\n\\nPublic\\n\\nSearch\\n\\n`/`\\n\\n[API Reference](/api-reference/getting-started)[works](/api-reference/works/tickets-and-issues)\\n\\nTickets and issues\\n==================\\n\\nCopy page\\n\\n`works` endpoint\\n\\n\\xe2\\x84\\xb9\\xef\\xb8\\x8f A work item is a record of some work that has to be done for a customer (ticket) or for another builder or maintainer of a part (issue).\\n\\n\\xf0\\x9f\\x93\\x8c For more information",
+        "title": "Tickets and issues | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "71551d19-f254-4aee-945e-c45a0a18f8c5",
+    "query": "OAuth error troubleshooting for Salesforce integration in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-17569_KNOWLEDGE_NODE-1",
+        "text": "message in the UI if they try to access an uninstalled app: \\xe2\\x80\\x9cWe can\\xe2\\x80\\x99t authorize you because of an OAuth error. For more information, contact your Salesforce administrator.\\xe2\\x80\\x9d and the OAUTH_APPROVAL_ERROR_GENERIC message.\"\\n\\nDue to this, customers may experience issues when trying to create a new Salesforce connection and install the DevRev app on their Salesforce instance.\\n\\nRead more about this on the shared article above. Follow the next steps to enable the",
+        "title": "Issues with Salesforce OAuth connection"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-30",
+        "text": "it\\'s your first).\\n2. Create a new connection to your Salesforce account, or use an existing connection if you already have one.\\n3. Once the connection is established, select the Salesforce account you want to import and specify the DevRev part that should be used for any imported cases without a product. This initiates a bulk import of the selected account.\\n4. DevRev makes an effort to automatically map the fields from Salesforce to corresponding fields in DevRev. However, you may be",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-3",
+        "text": "SMTP/IMAP). You\\xe2\\x80\\x99ll need admin access to complete the setup.\\n\\n[Email integration setup instructions](https://devrev.ai/docs/integrations/email)\\n\\n6. Syncing Cases Between DevRev and Salesforce\\n\\nYes, you can sync cases (tickets) from DevRev to Salesforce using the Salesforce integration. Mapping and sync options are available during setup.\\n\\n[Syncing cases with Salesforce](https://devrev.ai/docs/integrations/salesforce#sync-cases)\\n\\n7. Supported Airdrop Sources\\n\\nDevRev Airdrop",
+        "title": "Support queries related playbook"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-36",
+        "text": "DevRev**.\\n\\n![]()\\n\\nThis may override fields in previously imported items, even if they were modified in DevRev.\\n\\n### Sync to Salesforce\\n\\nAfter a successful import from a Salesforce account, you can sync changes made in DevRev to the previously imported cases back to Salesforce. Additionally, any new [DevRev tickets marked for sync](#mark-a-devrev-ticket-for-syncing) is created as new Salesforce items.\\n\\nTo perform a one-time sync to Salesforce, follow these steps:\\n\\n1. Go to",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-35",
+        "text": "longer available.\\n\\n### Sync to DevRev\\n\\nAfter a successful import from a Salesforce account, you can choose to sync the imported data with DevRev. This feature airdrops any new items and any changes made to previously imported items from Salesforce.\\n\\nTo perform a one-time sync to DevRev, follow these steps:\\n\\n1. Go to **Settings** > **Integrations** > **AirSyncs**.\\n2. Locate the previously imported project.\\n3. Select **\\xe2\\x8b\\xae** > **Sync Salesforce Service to",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-17569_KNOWLEDGE_NODE-2",
+        "text": "connection:\\n\\nOpen a Support Case w/ SFDC Support.\\n\\nAsk to have the API Access Control feature enabled\\n\\nOnce enabled, go to the system user in SFDC and select the appropriate profle/permission set and go to System Permissions.\\n\\nCheck the box that says \"Use Any API client\"\\n\\nThis is a setting that wouldn\\'t be available without the API Access Control feature.\\n\\nRetry creating the connection after you\\'ve completed the previous steps.'",
+        "title": "Issues with Salesforce OAuth connection"
+      },
+      {
+        "id": "ART-15716_KNOWLEDGE_NODE-2",
+        "text": "details](https://devrev.ai/docs/integrations/jira)\\n\\n4. Integration with Salesforce\\n\\nYes, DevRev offers a Salesforce integration. You can sync accounts, contacts, opportunities, and more between DevRev and Salesforce.\\n\\n[Salesforce integration overview](https://devrev.ai/docs/integrations/salesforce)\\n\\n5. Configuring Email Integration Snap-In\\n\\nGo to Settings \\xe2\\x86\\x92 Integrations \\xe2\\x86\\x92 Email, then follow the prompts to connect your email provider (Gmail, Outlook, or custom",
+        "title": "Support queries related playbook"
+      },
+      {
+        "id": "ART-16740_KNOWLEDGE_NODE-1",
+        "text": "expected sync is from DevRev \\xe2\\x86\\x92 Salesforce, the Owner field in Salesforce will be overwritten with the Owner value from DevRev.'",
+        "title": "Handling Conflicts in Two-Way Sync Between DevRev and External Systems"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-37",
+        "text": "**Settings** > **Integrations** > **AirSyncs**.\\n2. Locate the previously imported project.\\n3. Select **\\xe2\\x8b\\xae** > **Sync DevRev to Salesforce Service**.\\n\\n![]()\\n\\nThis may override fields in Salesforce of previously imported items, even if they were modified in Salesforce.\\n\\n#### Mark a DevRev ticket for syncing\\n\\nUsing the [Sync to Salesforce](#sync-to-salesforce) feature, it\\'s possible to sync DevRev tickets to Salesforce. In order to sync a DevRev ticket to a specific Salesforce",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2047_KNOWLEDGE_NODE-33",
+        "text": "Salesforce](#sync-to-salesforce):\\n  + This option synchronizes any changes made in DevRev to previously synced Salesforce [supported items](#supported-objects) back to Salesforce. It also creates any [items marked in DevRev](#mark-a-devrev-ticket-for-syncing) for creation in Salesforce. This is a one-time operation.\\n* [Periodic Sync](#periodic-sync):\\n  + By enabling this option, you can automatically sync new changes from Salesforce to DevRev on a periodic basis. The default frequency is",
+        "title": "Salesforce AirSync | AirSync | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "b0868a8c-db97-4032-a697-5e8eb9c4be3d",
+    "query": "DevRev statistical data on ticket resolution time and customer benefits",
+    "retrievals": [
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-25",
+        "text": "insights\\n===============\\n\\n* **Tickets created**\\n\\n  The number of tickets created within the date range that meet the other filtering criteria.\\n* **Active tickets**\\n\\n  The number of tickets that are in the Open or In Progress state.\\n* **Closed tickets**\\n\\n  The number of tickets closed within the date range that meet the other filtering criteria.\\n* **Average resolution time**\\n\\n  The average time taken to resolve tickets.\\n* **Median resolution time**\\n\\n  The median time taken to",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-15792_KNOWLEDGE_NODE-8",
+        "text": "they come from - chat, email, Slack, phone - using unified data from across your company.\\n\\nCustomizable Ticket Routing: Route tickets with customizable workflows. Go beyond just priority and agent skill levels to assign the right ticket to the right person\\n\\nTakes actions: Support resolves common customer requests like password resets, subscription changes, and more from start to finish.\\n\\nUnified Data View: Eliminate disjointed middleware and layers of complex integrations. Speed up",
+        "title": "DevRev Products and Agents"
+      },
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-28",
+        "text": "conversations against standalone tickets.\\n* **Tickets linked to issues**\\n\\n  The percentage of tickets linked to product issues.\\n* **Active tickets by owner**\\n\\n  The number of Open or In Progress tickets grouped by owner.\\n* **Tickets created vs. closed**\\n\\n  The trend of tickets created against those closed.\\n\\nCustomer satisfaction (CSAT)\\n----------------------------\\n\\n* **CSAT score distribution**\\n\\n  A distribution of customer satisfaction scores on tickets.\\n\\nTime spent per",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-24",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Customer & product impact](#customer-product-impact)\\n* [Ticket distribution](#ticket-distribution)\\n* [Customer satisfaction (CSAT)](#customer-satisfaction-csat)\\n* [Time spent per stage](#time-spent-per-stage)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support Teams](/docs/product/support)\\n[Support analytics](/docs/product/support-analytics)\\n[Ticket insights](/docs/dashboards/ticket-insights)\\n\\nTicket",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1977_KNOWLEDGE_NODE-26",
+        "text": "owner.\\n* **Average Resolution Time**\\n\\n  Average time taken to resolve tickets by ticket owners.\\n\\n[PreviousTicket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)[NextConversations](/docs/product/conversation)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For",
+        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-27",
+        "text": "customer satisfaction score for tickets.\\n* **Escalated tickets**\\n\\n  The number of tickets that are escalated.\\n\\nCustomer & product impact\\n-------------------------\\n\\n* **Active tickets by customer**\\n\\n  The number of Open or In Progress tickets grouped by customer.\\n* **Active tickets by part**\\n\\n  The number of Open or In Progress tickets grouped by part.\\n\\nTicket distribution\\n-------------------\\n\\n* **Tickets linked to conversations**\\n\\n  The percentage of tickets linked from",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-29",
+        "text": "stage\\n--------------------\\n\\n* **Average time spent per stage**\\n\\n  The average time tickets spent in each stage.\\n\\n[PreviousConversation-Team Performance](/docs/dashboards/conversation-team-performance)[NextTicket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n\\n#### On this page\\n\\n* [Customer & product impact](#customer-product-impact)\\n* [Ticket distribution](#ticket-distribution)\\n* [Customer satisfaction (CSAT)](#customer-satisfaction-csat)\\n* [Time spent per",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-36",
+        "text": "conversations:\\n\\n**Tickets**\\n\\n| Metric | Default conditions | Start event | End event | Pause event | Resume event |\\n| --- | --- | --- | --- | --- | --- |\\n| First response time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\\n| Next response time | * Ticket created by",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-37",
+        "text": "a customer  * The ticket was created by a customer experience engineer but reported by a customer | A new comment on the ticket by the customer after the customer experience engineer replied | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\\n| Full resolution time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | The",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2662_KNOWLEDGE_NODE-4",
+        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to",
+        "title": "DevRev Documentation"
+      }
+    ]
+  },
+  {
+    "query_id": "485f47bb-d3e6-4ad5-b1e9-ec374b31a860",
+    "query": "who can provide access to a dashboard or board",
+    "retrievals": [
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-30",
+        "text": "do not, by default, have permission to read any datasets besides their own. Admins are responsible for granting read permissions to all or a subset of datasets, which platform users can then utilize in building dashboards or reports.\\n\\n### Sharing\\n\\nThe share functionality allows dashboard or report editors to grant read or update permissions to other users.\\n\\n1. Select **Share** from the actions drop-down.\\n2. Search for the desired user, assign them a role (Editor or Viewer), then click",
+        "title": "Access control | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-29",
+        "text": "whatever combination, that will give user groups permission to perform various operations on dashboards/reports. Out of the box, the following roles are enabled for the predefined user groups:\\n\\n* Admins\\n\\n  ![]()\\n* Platform users\\n\\n  ![]()\\n\\n  By default, platform users have the following permissions:\\n\\n  + Create dashboards or reports.\\n  + Read, update, and delete their own dashboards or reports.\\n  + Create datasets.\\n  + Read, update, and delete their own datasets.\\n\\nPlatform users",
+        "title": "Access control | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-32",
+        "text": "**Create**: Build a dashboard or report. A user must have dashboard create permissions and dataset read permissions to create a dashboard or report.\\n* **Update**: Modify an existing dashboard or report. A user must have dashboard update permissions and dataset read permissions to modify a dashboard or report.\\n* **Share**: Allows a user to share an existing dashboard or report with other users. A user must have dashboard update permissions to share a dashboard or report.\\n\\n[PreviousDefault",
+        "title": "Access control | Computer by DevRev | DevRev"
+      },
+      {
+        "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 permissions to dashboards or reports through MFZ policies and sharing.\\n\\n### MFZ policies\\n\\nUse of MFZ policies facilitates the need to grant access to a wider group of users.\\n\\nAn org admin has permission to define and enable roles, in",
+        "title": "Access control | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1958_KNOWLEDGE_NODE-31",
+        "text": "**Share**.\\n\\nVista privileges\\n----------------\\n\\nTwo objects power vista reports: dashboards and datasets. Dashboards represent the view, while datasets represent the actual underlying data. A user must, at a minimum, have access permissions to dashboards in order to perform any meaningful operations on vista reports. Below is a list of possible operations:\\n\\n* **Read**: View a dashboard or report. Dashboard read permissions are required for a user to view a dashboard or report.\\n*",
+        "title": "Access control | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-15687_KNOWLEDGE_NODE-1",
+        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +",
+        "title": "Dashboards | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1955_KNOWLEDGE_NODE-38",
+        "text": "allows a user to create a dashboard\\n\\n  Privileges: dashboard object ['CREATE']\\n* *Dashboard Owner:* A role that allows the creator to view, edit and delete a dashboard\\n\\n  Privileges: dashboard object ['READ', 'UPDATE', 'DELETE']\\n* *Question Answer Interactor:* Contains privileges on question answers for members of the default group 'Members'.\\n\\n  Privileges: question\\\\_answer object ['CREATE', 'READ', 'UPDATE']\\n* *Dataset Creator:* A role that allows a user to create a dataset\\n\\n",
+        "title": "Default privileges by group | Roles | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-15687_KNOWLEDGE_NODE-31",
+        "text": "dashboards\\n-------------------\\n\\nDashboards organize and display multiple widgets.\\n\\n* **Access the dashboard builder**:\\n  Similar to the widget builder, access the dashboard builder by modifying your DevRev workspace URL. For example, your\\\\_workspace\\\\_slug/dashboard-preview.\\n  The builder provides a boilerplate code.\\n\\n  ![]()\\n* **Link widgets to the dashboard**:\\n\\n  + Scroll to the section that defines the widgets to be linked.\\n  + Remove any existing widget IDs and paste the",
+        "title": "Dashboards | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-15687_KNOWLEDGE_NODE-33",
+        "text": "organization.\\n  Define the reference ID for each tab before mapping widgets to them.\\n* **Create the dashboard**:\\n  Once satisfied with the linked widgets and layout, click the **Create dashboard** button.\\n* **Accessing dashboards**:\\n\\nSearch in the **Explore** section:\\n\\n* Go to **Explore** in the left nav in DevRev.\\n* Search for your dashboard by its name.\\n* Click on the dashboard to access it.\\n* For easy access, you can pin your dashboard under a section of your",
+        "title": "Dashboards | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-15687_KNOWLEDGE_NODE-37",
+        "text": "Service](/legal/terms-of-service)\\n\\n[System Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n![]()\\n\\n![]()\\n\\n![]()'",
+        "title": "Dashboards | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "f064d59a-04e0-41e7-8b84-d4b7119aa8ee",
+    "query": "Escalation triggers for complex queries requiring human intervention, including probing questions and answer capturing",
+    "retrievals": [
+      {
+        "id": "ART-1003_KNOWLEDGE_NODE-25",
+        "text": "* 100\\n    \\n  \\n\\n\\nSELECT (COUNT(*) * 100) / (SELECT COUNT(*) FROM tickets WHERE EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE)) AS EscalationRate\\nFROM tickets\\nWHERE is_escalated = 1\\nAND EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE);\\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\\n\\n\\nAgent Utilization Rate\\n\\n\\n  Definition\\n    \\n      The percentage of an engineer\\xe2\\x80\\x99s working hours spent on handling customer",
+        "title": "Understanding a Support Lead's Pain Points and KPIs"
+      },
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-30",
+        "text": "stage.\\n* *Needs response* (NR)\\n\\n  The customer has responded; the customer experience engineer needs to review the item and respond or resolve the issue if the user requests or validates the fix. When a customer experience engineer responds the stage transitions to *waiting on user*.\\n\\n  In certain cases it may be necessary to escalate the item internally where the conversation may depend on tickets, issues, or a response from someone other than themselves. In this case the stage",
+        "title": "Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1983_KNOWLEDGE_NODE-28",
+        "text": "creation of Q&As, Computer learns from customer conversations\\xc2\\xa0in which a human answers a question that it previously could not answer.\\n\\nWhen a customer initiates a conversation seeking answers, Computer springs into action, drawing upon published Q&As and knowledge articles to provide a solution. If Computer falls short or the user prefers a more personalized touch, they opt to connect with a customer experience engineer and resolve the conversation. Computer doesn't just move",
+        "title": "Questions & answers | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1003_KNOWLEDGE_NODE-3",
+        "text": "transfer session (KT) with teams as new features go out?\\n\\nHow to resolve them:\\n\\n\\n  Leverage intelligent deflection and AI offloads\\n    \\n      For example, don\\xe2\\x80\\x99t waste time making a human gather context, AI can now very accurately gather context and/or suggest articles.\\n    \\n  \\n  Leverage load in terms of routing\\n    \\n      Normally routing is statically done or done in a round-robin manner, however, that doesn\\xe2\\x80\\x99t work when cases may be differing in complexity.\\n",
+        "title": "Understanding a Support Lead's Pain Points and KPIs"
+      },
+      {
+        "id": "ART-1004_KNOWLEDGE_NODE-4",
+        "text": "these resources most productive, it is important to leverage automation to handle some of these lower-level activities; then, by the time it reaches the engineer, they are dealing with more complex pieces of the puzzle. Examples of this are KB deflection, Q&A flows (gather context), and system offloads (AI is great here).\\n\\nA great example is the monotony and frequency of \\xe2\\x80\\x9cWhat\\xe2\\x80\\x99s the status of this?\\xe2\\x80\\x9d inquiries. If people have access to the system, and the",
+        "title": "Understanding a Support Engineer's Pain Points and KPIs"
+      },
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-28",
+        "text": "transitions from *new* to *waiting on user*. When a customer responds back to support, the stage transitions to *needs response*.\\n\\n  Towards the end of the conversation when the resolution is expected to be valid, the customer experience engineer asks the customer to acknowledge their concerns have been resolved. When the customer experience engineer asks this question the stage transitions to *waiting on user*, and if they validate it moves to *needs response* for the customer experience",
+        "title": "Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1983_KNOWLEDGE_NODE-27",
+        "text": "**Q&As** and click **+ QA** in the top-right corner.\\n2. Fill in the **Question** and **Answer** fields, and select the relevant **Part**.\\n3. Set the appropriate **Status** and **Access level**. Set the status to *External* or *Public* if you want Computer to use it.\\n4. Confirm by clicking **Create**.\\n\\n![]()\\n\\nAutomatic creation\\n------------------\\n\\nYour customer conversations include a lot of knowledge, including some of the most accurate and current information. With the automated",
+        "title": "Questions & answers | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1987_KNOWLEDGE_NODE-27",
+        "text": "automatically replies to the user query before it gets assigned to support. It goes through the knowledge base (articles and QAs), generates an answer, and checks with the user if the answer is useful or not.\\n\\n* If Computer doesn't understand the query, it gives the user an option to rephrase the question and ask again.\\n* If the user marks the answer as useful, Computer asks the user if they have more questions, then resolves the conversation.\\n* If the user marks the answer as not useful,",
+        "title": "Turing AI agent | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1004_KNOWLEDGE_NODE-2",
+        "text": "troubleshooting.\\n\\nKPIs to track:\\n\\n\\n  First Contact Resolution Rate\\n  Knowledge Base Contributions\\n\\n\\nHigh-pressure environment\\n\\nDealing with people are angry or frustrated isn\\xe2\\x80\\x99t easy, even for the calmest person. In their role, they are the primary person triaging requets from customers and status updates from others in the organization; this can make this a very complex and tense role.\\n\\nAdditionally, most support organizations are very speed focused, so there is pressure",
+        "title": "Understanding a Support Engineer's Pain Points and KPIs"
+      },
+      {
+        "id": "ART-1003_KNOWLEDGE_NODE-13",
+        "text": "this is ensuring you have visibility helping foster communication between internal teams. If you see an increase in escalations, that could point to a lack of enablement for the team.\\n\\nKPIs to track:\\n\\n\\n  Escalation Rate\\n  Time to Escalation Resolution\\n\\n\\nStaff retention and development\\n\\nAs much as you must support your customers, it\\xe2\\x80\\x99s also imperative to attract, retain, and develop top talent. How can you help enable them? Are you helping them grow? If the staff gets burnt",
+        "title": "Understanding a Support Lead's Pain Points and KPIs"
+      }
+    ]
+  },
+  {
+    "query_id": "52d66b53-0b96-45ff-be31-3cc1304ad3c8",
+    "query": "API token vs Auth token for API calling DevRev",
+    "retrievals": [
+      {
+        "id": "ART-1386_KNOWLEDGE_NODE-8",
+        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
+        "title": "Get Auth Token \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1384_KNOWLEDGE_NODE-9",
+        "text": "Engine](https://devrev.ai/workflow-engine)\\n  * [Turing AI](https://devrev.ai/turing-ai)\\n\\nResources\\n\\n  * [Pricing](https://devrev.ai/pricing/support)\\n  * [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner",
+        "title": "Create Auth Token \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1388_KNOWLEDGE_NODE-9",
+        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
+        "title": "List Auth Tokens \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1386_KNOWLEDGE_NODE-11",
+        "text": "AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a",
+        "title": "Get Auth Token \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1196_KNOWLEDGE_NODE-6",
+        "text": "with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Get Auth Token | DevRev | Docs"
+      },
+      {
+        "id": "ART-1394_KNOWLEDGE_NODE-9",
+        "text": "* [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  *",
+        "title": "Get Auth Token (POST) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1384_KNOWLEDGE_NODE-4",
+        "text": "that identifies the token.\\n\\n### Response\\n\\nResponse for the request to create a new token corresponding to the requested token type.\\n\\naccess_tokenstring`format: \"text\"`\\n\\nThe issued JSON Web Token (JWT) corresponding to the requested token type.\\n\\nexpires_inlong\\n\\nThe validity lifetime of the token specified in seconds since Unix epoch.\\n\\ntoken_typeenum\\n\\nAllowed values: bearer\\n\\nThe type of the issued token. Bearer is the only supported token type.\\n\\nclient_idstringOptional`format:",
+        "title": "Create Auth Token \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-12969_KNOWLEDGE_NODE-6",
+        "text": "DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram",
+        "title": "Info Auth Tokens \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1384_KNOWLEDGE_NODE-13",
+        "text": "AI?](https://devrev.ai/what-is-conversational-ai)\\n\\n[](https://devrev.ai)\\n\\n[](https://www.linkedin.com/company/devrev)[](https://medium.com/devrev)[](https://twitter.com/devrev)\\n\\n[System Status](https://devrev.ai/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a",
+        "title": "Create Auth Token \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1384_KNOWLEDGE_NODE-8",
+        "text": "it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  * [Support](https://devrev.ai/support)\\n  * [Search](https://devrev.ai/search)\\n  * [PLuG - User Engagement](https://devrev.ai/plug-user-engagement)\\n  * [PLuG - User Observability](https://devrev.ai/plug-observability)\\n  * [Marketplace](https://marketplace.devrev.ai/)\\n\\nPlatform\\n\\n  * [Airdrop](https://devrev.ai/airdrop)\\n  * [Analytics](https://devrev.ai/analytics)\\n  * [Workflow",
+        "title": "Create Auth Token \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "dddb78ca-5a57-40e5-ac8f-0655ab359628",
+    "query": "SLA metrics dashboard filter not retaining selected data point showing all tickets instead of filtered tickets",
+    "retrievals": [
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-44",
+        "text": "**Custom**: Filters all tickets that will breach by the selected date.\\n\\n![]()\\n\\nTroubleshooting: No SLA running on the ticket\\n---------------------------------------------\\n\\n### Issue\\n\\nYou have created and published an SLA, but no SLA is running on the ticket.\\n\\n### Solution\\n\\n1. Check the **SLA Name** attribute:\\n\\n\\xc2\\xa0\\xc2\\xa0 - Verify that the **SLA Name** attribute on the ticket is not empty.\\n\\n\\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is empty, it means the customer account",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1972_KNOWLEDGE_NODE-24",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support Teams](/docs/product/support)\\n[Support analytics](/docs/product/support-analytics)\\n[Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n\\nTicket-SLA Analytics\\n====================\\n\\n* **SLA applied Tickets**\\n\\n  Number of tickets where SLA is applied.\\n* **SLA compliance rate**\\n\\n  Percentage of tickets where SLA was met out of all tickets where SLA is applied.\\n* **Active tickets with",
+        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1972_KNOWLEDGE_NODE-15",
+        "text": "[Operational SLA Metrics](/docs/automations/operational-sla-metrics)\\n    - [Custom field migration](/docs/automations/custom-field-migration)\\n    - [Slack scraper](/docs/automations/slack-scraper)\\n    - [Slack Broadcaster](/docs/automations/slack-broadcaster)\\n    - [Reported by enricher](/docs/automations/ticket-reported-by)\\n    - [Ticket approval workflow](/docs/automations/ticket-approval-workflow)\\n    - [Ticket linked issues comment",
+        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1972_KNOWLEDGE_NODE-4",
+        "text": "analytics](/docs/product/support-analytics)\\n\\n    - [Conversation insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  +",
+        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1972_KNOWLEDGE_NODE-25",
+        "text": "SLA breaches**\\n\\n  Number of Active Tickets that breached an SLA.\\n* **Tickets with SLA warning**\\n\\n  Number of Active Tickets that about to breach an SLA.\\n* **Resolution compliance rate**\\n\\n  Percentage of tickets where Resolution SLA was met out of all tickets where Resolution SLA is applied.\\n* **First Response compliance rate**\\n\\n  Percentage of tickets where First Response SLA was met out of all tickets where First Response SLA is applied.\\n* **Next Response compliance rate**\\n\\n",
+        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-45",
+        "text": "selected on the ticket is not assigned any SLA.\\n\\n\\xc2\\xa0\\xc2\\xa0 \\xc2\\xa0 - Action: Check your SLA assignment rules or add the customer as an exception to any of your SLAs.\\n\\n![]()\\n\\nThe **SLA Name** is never empty if your organization has a default SLA.\\n\\n1. Verify policy conditions:\\n\\n\\xc2\\xa0\\xc2\\xa0 - If the **SLA Name** is populated but you still see no SLA metrics running on the ticket, the ticket does not satisfy the conditions of any policy within the SLA.\\n\\n\\xc2\\xa0\\xc2\\xa0",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2017_KNOWLEDGE_NODE-4",
+        "text": "analytics](/docs/product/support-analytics)\\n\\n    - [Conversation insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  +",
+        "title": "SLA status change Slack notifier | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-42",
+        "text": "Target\\n------------------------------------\\n\\nIn order to filter tickets based on SLA, you can use the **Next SLA Target** filter.\\nHere\\xe2\\x80\\x99s how the filter works:\\n\\n* **All**: Filters all tickets that currently have an SLA applied to them. It will not filter tickets that had an SLA applied in the past and have been completed.\\n* **Breached since**:\\n\\n  + **Any**: Filters all tickets that breached SLA, irrespective of when they were breached.\\n  + **Over an hour**: Filters all",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1972_KNOWLEDGE_NODE-27",
+        "text": "by Channel**\\n\\n  Number of tickets where SLA was breached for each source channel.\\n* **SLA breaches by Subtype**\\n\\n  Number of tickets where SLA was breached for each ticket subtype.\\n* **SLA breaches by Owner**\\n\\n  Number of Tickets with SLA breaches for ticket owners.\\n* **Avg CSAT by SLA status**\\n\\n  Average CSAT rating of tickets w.r.t. their SLA status and severity.\\n* **Unassigned Tickets with SLA breaches per Customer**\\n\\n  Number of Unassigned Tickets with SLA breaches for each",
+        "title": "Ticket-SLA Analytics | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2818_KNOWLEDGE_NODE-4",
+        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to",
+        "title": "Operational SLA Metrics | Automate | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "bebe20f1-dbce-4aaf-8ca4-28bfc94500c3",
+    "query": "automatically change ticket stage when customer responds",
+    "retrievals": [
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-43",
+        "text": "*awaiting customer response* until the customer responds.\\n\\n  In certain scenarios, the customer experience engineer may be able to resolve the customer's concern. If that's the case, they would ask the customer if their resolution has resolved their concern and the stage would move to the *awaiting customer response*. Once the concern is resolved and the customer acknowledges the resolution, the stage may move to *resolved*. If the concern isn't resolved, the stage may change back to *work in",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "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 first.\\n* Create a ticket if you aren't able to resolve the conversation in 20 minutes. As soon as the ticket is opened, move it to the *escalate* stage. The owner of the ticket is the owner of the customer org where the conversation",
+        "title": "Support best practices | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-31",
+        "text": "stage of a ticket/conversation\\n----------------------------------------\\n\\n* **Trigger**: When there\\'s a change of stage in a ticket or conversation.\\n* **Action**: The system sends out a notification detailing the Ticket/Conversation number and stage change.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**:\\n  + For ticket: \"[{Company\\\\_Name}] Update on TKT-XXX - Ticket Title\"\"<customer email subject>\"\\n  + For conversations:",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-2009_KNOWLEDGE_NODE-28",
+        "text": "ticket's stage when linked issue is linked or unlinked.\\n* Close pending tickets if they have remained in the *Awaiting customer response* stage for longer than x days.\\n* Update ticket's stage to waiting on user when user reverts on new conversation.\\n* Update ticket's stage to *Accepted* and notify owner and customers when an enhancement in ideation stage is linked.\\n* Update a spam conversation's stage to *Suspended*.\\n* Update a spam ticket's stage to",
+        "title": "Convergence | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-27",
+        "text": "Periodically group the **Inbox** by stage and make sure there conversations only in *hold* or *awaiting customer response* stages.\\n* Let the customer know when a ticket linked to a conversation is closed and request their verification.\\n* Once all tickets of a conversation are resolved and the customer is satisfied, resolve the conversation.\\n* Move new tickets to the *awaiting product assist* stage.\\n\\nRespond to conversations\\n------------------------\\n\\n* Respond as fast as possible to any",
+        "title": "Support best practices | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1974_KNOWLEDGE_NODE-30",
+        "text": "stage.\\n* *Needs response* (NR)\\n\\n  The customer has responded; the customer experience engineer needs to review the item and respond or resolve the issue if the user requests or validates the fix. When a customer experience engineer responds the stage transitions to *waiting on user*.\\n\\n  In certain cases it may be necessary to escalate the item internally where the conversation may depend on tickets, issues, or a response from someone other than themselves. In this case the stage",
+        "title": "Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-45",
+        "text": "a user. In certain cases where the ticket depends on some fix (issues) the stage may go from *in development* to *awaiting customer response* when the corresponding issues have been resolved and the fix needs to be validated with the user.\\n\\n  In certain cases, the customer experience engineer may be able to solve directly (without any required issues) which may change the stage from *work in progress* to *awaiting customer response* to validate they have solved the problem. If either has",
+        "title": "Tickets | Computer for Support Teams | 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 the [convergence snap-in](./converge). The tickets move to the _In Progress_ state by default.\\n\\n  * If you connected your support email address with DevRev, it is recommended that you enable the **Allow automations to send email** in your",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-42",
+        "text": "it's automatically put into the *queued* stage, which indicates that it needs to be picked up by a customer experience engineer.\\n\\n**In-progress**\\n\\n* *Work in progress* (WIP)\\n\\n  Work on the concern reported by the user has begun. When a customer experience engineer starts work on a ticket, the ticket's stage changes to *work in progress*. When they require more information, they may ask the customer for additional detail (such as logs or context), in which case the stage would change to",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2016_KNOWLEDGE_NODE-28",
+        "text": "depending on the message given by a discussion participant.\\n\\n   Enter /StageConfig in the snap-in **Discussions** tab and select the values from the dropdown for the stage transition whenever a message is given by a discussion participant.\\n4. Go to **Issues** or **Roadmap** and make updates. The tickets that were linked to the issue or enhancement reflect the changes you configured in the CSV file, notifying the ticket owner.\\n\\n[PreviousSend customized",
+        "title": "StageFlow automator | Automate | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "eeedb1ab-bd3a-420d-b9a0-ecb2ce0e8835",
+    "query": "Article 471 not viewable from internal and external links",
+    "retrievals": [
+      {
+        "id": "ART-15414_KNOWLEDGE_NODE-10",
+        "text": "elements exist.\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/links/list)[#### Replace Links\\n\\nNext](/api-reference/links/replace)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "List Links (POST) | DevRev | Docs"
+      },
+      {
+        "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 be shared with. By default, the following groups are available:\\n\\n* **Customers**: Allows public access without verification.\\n\\n  ![]()\\n\\n  Public access requires the public portal to be enabled. If the public portal is not enabled, only",
+        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-15402_KNOWLEDGE_NODE-9",
+        "text": "elements exist.\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/links/get-post)[#### List Links (POST)\\n\\nNext](/api-reference/links/list-post)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "List Links | DevRev | Docs"
+      },
+      {
+        "id": "ART-15404_KNOWLEDGE_NODE-7",
+        "text": "Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/links/list-post)[#### Count Meetings\\n\\nNext](/api-reference/meetings/count)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Replace Links | DevRev | Docs"
+      },
+      {
+        "id": "ART-1985_KNOWLEDGE_NODE-38",
+        "text": "and **Public Portal**.\\n\\n### Share an article\\n\\nOnce you've created an article, you have two options to share it:\\n\\n* Use **Copy external link** to share with your customers, allowing them to access the article directly.\\n* Use **Copy internal link** to share with your internal organizational team members.\\n\\nThe ability to view the article depends on the settings for **Visible to** and **Status** that have been configured.\\n\\n* If you are sharing an external link with non-signed-in",
+        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1985_KNOWLEDGE_NODE-39",
+        "text": "customers, the article should be visible to customers. If the **Visible to** option is set to **Verified Customers**, only signed-in customers are able to view the article.\\n* When sharing an external link with customers, the article status should be *Published*. If it is in *Draft* mode, they won\\xe2\\x80\\x99t be able to view it.\\n\\nArticle Formatting\\n------------------\\n\\nWhen you\\xe2\\x80\\x99re creating a new article or editing an existing article, formatting options are displayed. While",
+        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-4070_KNOWLEDGE_NODE-1",
+        "text": "externalinternalprivatepublicrestricted\\n\\naliasesobjectOptional\\n\\nShow property\\n\\napplies_to_partsobjectOptional\\n\\nShow property\\n\\nartifactsobjectOptional\\n\\nShow property\\n\\nauthored_byobjectOptional\\n\\nShow property\\n\\nbrandstringOptional`format: \"id\"`\\n\\nThe updated brand of the article.\\n\\ncontent_blocksobjectOptional\\n\\nShow property\\n\\ncontent_formatenumOptional\\n\\nAllowed values: drdfv2rt\\n\\nContent format of the article.\\n\\ncustom_fieldsobjectOptional\\n\\nApplication-defined custom",
+        "title": "Update Article \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15297_KNOWLEDGE_NODE-9",
+        "text": "article\\'s ID.\\n\\naccess\\\\_levelenumOptional\\n\\nAllowed values:externalinternalprivatepublicrestricted\\n\\naliasesobjectOptional\\n\\nShow 1 properties\\n\\napplies\\\\_to\\\\_partsobjectOptional\\n\\nShow 1 properties\\n\\nartifactsobjectOptional\\n\\nShow 1 properties\\n\\nauthored\\\\_byobjectOptional\\n\\nShow 1 properties\\n\\nbrandstring or nullOptional`format: \"id\"`\\n\\nThe updated brand of the article.\\n\\ncontent\\\\_blocksobjectOptional\\n\\nShow 1 properties\\n\\ncontent\\\\_formatenumOptional\\n\\nContent format of",
+        "title": "Update Article | DevRev | Docs"
+      },
+      {
+        "id": "ART-15410_KNOWLEDGE_NODE-2",
+        "text": "link.\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/links/create)[#### Get Link\\n\\nNext](/api-reference/links/get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Delete Link | DevRev | Docs"
+      },
+      {
+        "id": "ART-2141_KNOWLEDGE_NODE-9",
+        "text": "Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/beta/api-reference/customization/custom-link-type-list)[#### Update Link Types Custom\\n\\nNext](/beta/api-reference/customization/custom-link-type-update)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "List Link Types Custom (POST) | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "5ba078dd-a7f8-4793-a41d-5ed9db2f8f22",
+    "query": "change Stage state in stage library",
+    "retrievals": [
+      {
+        "id": "ART-3894_KNOWLEDGE_NODE-4",
+        "text": "14|           \"transitions\": [  \\n    15|             {  \\n    16|               \"target_stage\": {  \\n    17|                 \"id\": \"foo\",  \\n    18|                 \"display_id\": \"foo\",  \\n    19|                 \"name\": \"foo\"  \\n    20|               }  \\n    21|             }  \\n    22|           ]  \\n    23|         }  \\n    24|       ],  \\n    25|       \"created_by\": {  \\n    26|         \"display_id\": \"foo\",  \\n    27|         \"id\": \"foo\",  \\n    28|         \"display_name\": \"foo\",  \\n",
+        "title": "List Stage Diagrams (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15345_KNOWLEDGE_NODE-1",
+        "text": "<token>\" |\\n```\\n\\n[Try it](/api-reference/customization/stage-diagrams-list?explorer=true)\\n\\n200Retrieved\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"result\": [ |\\n| 3 | { |\\n| 4 | \"id\": \"string\", |\\n| 5 | \"stages\": [ |\\n| 6 | { |\\n| 7 | \"is_deprecated\": true, |\\n| 8 | \"is_start\": true, |\\n| 9 | \"stage\": { |\\n| 10 | \"id\": \"string\", |\\n| 11 | \"display_id\": \"string\", |\\n| 12 | \"name\": \"string\" |\\n| 13 | }, |\\n| 14 | \"transitions\": [ |\\n| 15 | { |\\n| 16 | \"target_stage\": { |\\n| 17 | \"id\":",
+        "title": "List Stage Diagrams | DevRev | Docs"
+      },
+      {
+        "id": "ART-15354_KNOWLEDGE_NODE-2",
+        "text": "\"name\": \"string\" |\\n| 13 | }, |\\n| 14 | \"transitions\": [ |\\n| 15 | { |\\n| 16 | \"target_stage\": { |\\n| 17 | \"id\": \"string\", |\\n| 18 | \"display_id\": \"string\", |\\n| 19 | \"name\": \"string\" |\\n| 20 | } |\\n| 21 | } |\\n| 22 | ] |\\n| 23 | } |\\n| 24 | ], |\\n| 25 | \"created_by\": { |\\n| 26 | \"display_id\": \"string\", |\\n| 27 | \"id\": \"string\", |\\n| 28 | \"display_name\": \"string\", |\\n| 29 | \"display_picture\": { |\\n| 30 | \"display_id\": \"string\", |\\n| 31 | \"id\": \"string\", |\\n| 32 | \"file\": { |\\n| 33 | \"type\":",
+        "title": "List Stage Diagrams (POST) | DevRev | Docs"
+      },
+      {
+        "id": "ART-3893_KNOWLEDGE_NODE-4",
+        "text": "\\n    5|       {  \\n    6|         \"is_deprecated\": true,  \\n    7|         \"is_start\": true,  \\n    8|         \"stage\": {  \\n    9|           \"id\": \"foo\",  \\n    10|           \"display_id\": \"foo\",  \\n    11|           \"name\": \"foo\"  \\n    12|         },  \\n    13|         \"transitions\": [  \\n    14|           {  \\n    15|             \"target_stage\": {  \\n    16|               \"id\": \"foo\",  \\n    17|               \"display_id\": \"foo\",  \\n    18|               \"name\": \"foo\"  \\n    19|",
+        "title": "Get Stage Diagram (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15350_KNOWLEDGE_NODE-2",
+        "text": "\"is_deprecated\": true, |\\n| 7 | \"is_start\": true, |\\n| 8 | \"stage\": { |\\n| 9 | \"id\": \"string\", |\\n| 10 | \"display_id\": \"string\", |\\n| 11 | \"name\": \"string\" |\\n| 12 | }, |\\n| 13 | \"transitions\": [ |\\n| 14 | { |\\n| 15 | \"target_stage\": { |\\n| 16 | \"id\": \"string\", |\\n| 17 | \"display_id\": \"string\", |\\n| 18 | \"name\": \"string\" |\\n| 19 | } |\\n| 20 | } |\\n| 21 | ] |\\n| 22 | } |\\n| 23 | ], |\\n| 24 | \"created_by\": { |\\n| 25 | \"display_id\": \"string\", |\\n| 26 | \"id\": \"string\", |\\n| 27 | \"display_name\":",
+        "title": "Create Stage Diagram | DevRev | Docs"
+      },
+      {
+        "id": "ART-15353_KNOWLEDGE_NODE-5",
+        "text": "stage.\\n\\nstate\\\\_idstringOptional`format: \"id\"`\\n\\nThe state ID.\\n\\n### Response\\n\\nSuccess.\\n\\ncustom\\\\_stageobject\\n\\nShow 9 properties\\n\\n### Errors\\n\\n400\\n\\nBad Request Error\\n\\n401\\n\\nUnauthorized Error\\n\\n403\\n\\nForbidden Error\\n\\n404\\n\\nNot Found Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/api-reference/customization/custom-stages-list-post)[#### Create States",
+        "title": "Update Stages Custom | DevRev | Docs"
+      },
+      {
+        "id": "ART-3895_KNOWLEDGE_NODE-3",
+        "text": "\"is_start\": true,  \\n    8|         \"stage\": {  \\n    9|           \"id\": \"foo\",  \\n    10|           \"display_id\": \"foo\",  \\n    11|           \"name\": \"foo\"  \\n    12|         },  \\n    13|         \"transitions\": [  \\n    14|           {  \\n    15|             \"target_stage\": {  \\n    16|               \"id\": \"foo\",  \\n    17|               \"display_id\": \"foo\",  \\n    18|               \"name\": \"foo\"  \\n    19|             }  \\n    20|           }  \\n    21|         ]  \\n    22|       }  \\n",
+        "title": "Update Stage Diagram (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-3898_KNOWLEDGE_NODE-8",
+        "text": "}\\n[/code]  \\n  \\n[Update Stage DiagramUp Next](/beta/api-reference/customization/stage-diagrams-update)\\n\\n[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)\\n\\n[Enterprise grade security to protect customer dataLearn more about it.](https://devrev.ai/blog/soc-compliance)\\n\\nProduct\\n\\n  * [Build](https://devrev.ai/build)\\n  * [Support](https://devrev.ai/support)\\n  * [Search](https://devrev.ai/search)\\n  * [PLuG - User",
+        "title": "List Stage Diagrams (POST) (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-3894_KNOWLEDGE_NODE-14",
+        "text": "__\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
+        "title": "List Stage Diagrams (Beta) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-3898_KNOWLEDGE_NODE-4",
+        "text": "11|             \"display_id\": \"foo\",  \\n    12|             \"name\": \"foo\"  \\n    13|           },  \\n    14|           \"transitions\": [  \\n    15|             {  \\n    16|               \"target_stage\": {  \\n    17|                 \"id\": \"foo\",  \\n    18|                 \"display_id\": \"foo\",  \\n    19|                 \"name\": \"foo\"  \\n    20|               }  \\n    21|             }  \\n    22|           ]  \\n    23|         }  \\n    24|       ],  \\n    25|       \"created_by\": {  \\n    26|",
+        "title": "List Stage Diagrams (POST) (Beta) \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "d19ed0b4-ecf0-4ac7-b4d3-23c16b1a1d34",
+    "query": "Google Calendar Snap-in connection setup authentication issue",
+    "retrievals": [
+      {
+        "id": "ART-16804_KNOWLEDGE_NODE-27",
+        "text": "already exists, you can reuse it; otherwise, click **Add\\n   Connection**.  \\n   In the connection modal, click **Sign in with snap-in** (with the Google\\n   Calendar icon), enter a connection name, and proceed to **authorize via your\\n   Google account using OAuth**.  \\n   Provide the necessary permissions and click **Continue** to complete the\\n   setup.\\n5. Once the connection is established, select the calendars you want to import\\n   and specify the DevRev part that should be used for any",
+        "title": "Google Calendar AirSync | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-16804_KNOWLEDGE_NODE-26",
+        "text": "Identities | \\xe2\\x9c\\x85 |\\n| Meetings | Meetings | \\xe2\\x9c\\x85 |\\n\\nImport Google Calendar\\n----------------------\\n\\nFollow the steps below to import from Google Calendar:\\n\\n1. Go to the **Marketplace** and search for **Google Calendar** in the\\n   **Import** category, and install.\\n2. Go to the **Import** section in your settings left nav.\\n3. Click **+Import** and select the Google Calendar logo.\\n4. In the **Select Connection** dropdown, choose **Google Calendar**.  \\n   If a connection",
+        "title": "Google Calendar AirSync | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-28",
+        "text": "In the top-right corner, select **+ Connection**, choose Google, and enter your connection name and domain name.\\n3. Toggle on **Make public** to make the connection public for your organization and click **Next**.\\n4. Click **Sign in with Google** and add your organization\\xe2\\x80\\x99s Gmail account. If you are already logged in using a different Gmail account select **Use another account** and continue.\\n\\n   If you are using Google Groups then use the same Gmail account which has permission",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-26",
+        "text": "section within your DevRev workspace settings.\\n2. Click **Explore Marketplace**.\\n3. Search for **Google Calendar** and click **Install** next to the Google Calendar snap-in.\\n4. In DevRev app, setup the connection in **Settings** > **Snap-ins** > **Connections** on top.\\n\\n   * Search and choose an existing connection or create a new one by clicking **+ Connection**.\\n   * Select **Google Calendar** from the dowpdown list.\\n   * Give it a name and sign in with Google Calendar. Ensure to",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-3207_KNOWLEDGE_NODE-27",
+        "text": "connection\\n--------------------------\\n\\nIf you are using Google as the mail provider, refer to **Gmail connection**; if you are using custom domains or other providers, refer to **Email connection**.\\n\\nGmail connection\\n\\nYou must be a part of the group and have permission to send emails to the Google Group. This approach doesn\\'t work with generic Google Groups ending with @googlegroups.com.\\n\\n1. In the DevRev app, go to **Settings > Integrations > Snap-ins** and click **Connections**.\\n2.",
+        "title": "Email snap-in configuration | Email | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-27",
+        "text": "toggle on **Make public** to make the connection public for your organization.\\n\\n#### Organization calendar sync\\n\\n1. Update the snap-in configurations as needed.\\n\\n   * **Internal Domains**: List of internal domains to be considered as internal users.\\n   * **Calendar ID**: ID of Google calendar to be synced to DevRev. The default is primary.\\n   * **Exclude Matching Events**: Excludes event if their title starts or ends with the specified string. Default is -.\\n   * **Skip Events With",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-29",
+        "text": "as customers.\\n\\n* **Track meetings from free email domains**: Enable this feature to capture meetings scheduled by non-work email addresses, such as those from gmail.com or yahoo.com.\\n* **Recurring days**: Number of days in advance for recurring events to be synced. Default is 7 days.\\n\\n  The recurring events inside the specified advance days are created, that is, if 7 days is specified, then all recurring events in next 7 days are created.\\n\\n1. Install the snap-in.\\n\\n#### User calendar",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2025_KNOWLEDGE_NODE-26",
+        "text": "**Explore Marketplace**.\\n3. Search for **Calendly** and click **Install** next to the Calendly snap-in.\\n4. In DevRev app, setup the connection in **Settings** > **Snap-ins** > **Connections** on top.\\n\\n   * Search and choose an existing connection or create a new one by clicking **+ Connection**.\\n   * Select **Snap-In Secret** from the dowpdown list.\\n   * Give it a name and paste your Calendly personal access token in the **Secret** field. Toggle on **Make public** if you want to make the",
+        "title": "Calendly | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2032_KNOWLEDGE_NODE-16",
+        "text": "snap-in configuration](/docs/integrations/email-config)\\n    - [Exotel](/docs/integrations/exotel)\\n    - [Slack](/docs/integrations/slack)\\n    - [WhatsApp](/docs/integrations/whatsapp)\\n    - [GitHub](/docs/integrations/github)\\n    - [GitLab](/docs/integrations/gitlab)\\n    - [Harness](/docs/integrations/harness)\\n    - [Marker.io](/docs/integrations/marker-io)\\n    - [Instabug](/docs/integrations/instabug)\\n    - [Qase](/docs/integrations/qase)\\n    - [Tracxn",
+        "title": "Google Calendar | Integrate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-16804_KNOWLEDGE_NODE-33",
+        "text": "Sync](#set-up-periodic-sync)\\n* [Delete an import](#delete-an-import)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer works](/how-computer-works)\\n\\nApps\\n\\n* [For Support Teams](/for-support-teams)\\n* [For Builders](/for-builders)\\n* [For Customers](/for-customers)\\n* [For User Insights](/for-user-insights)\\n*",
+        "title": "Google Calendar AirSync | Integrate | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "b12c9aeb-8e20-445c-86d6-81a2106f5625",
+    "query": "create custom link type using API between custom object Messaging and ticket",
+    "retrievals": [
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-6",
+        "text": "you want to establish a parent-child relationship between tickets and a custom object\\ntype called \\xe2\\x80\\x9cCampaign\\xe2\\x80\\x9d. This relationship helps track which tickets are assigned to which campaigns.\\n\\nTo create this relationship, make an API call to create a link type:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl --location \\'https://api.devrev.ai/link-types.custom.create\\' \\\\ |\\n| > | --header \\'Content-Type: application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <TOKEN>\\'",
+        "title": "Links | DevRev | Docs"
+      },
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-8",
+        "text": "created from (ticket)\\n* Target types that the link can be created to (campaign custom object)\\n* Forward name (\\xe2\\x80\\x9cis parent of\\xe2\\x80\\x9d) describing the relationship from ticket to campaign\\n* Backward name (\\xe2\\x80\\x9cis child of\\xe2\\x80\\x9d) describing the relationship from campaign to ticket\\n\\nCreate links between objects\\n----------------------------\\n\\nOnce you have defined a link type, you can create links between objects:\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl",
+        "title": "Links | DevRev | Docs"
+      },
+      {
+        "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 Parameters | Output |\\n| --- | --- | --- | --- |\\n| LinkConversationWithTicket | Creates a link between a conversation and a ticket. | * source: Conversation ID * link\\\\_type: Type of link (usually \"is\\\\_related\\\\_to\") * target: Ticket ID | Empty",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-5",
+        "text": "Supported object types\\n\\nLinks can be created between the following object types:\\n\\n* custom object\\n* work (issue, ticket, task, opportunity)\\n* account, user\\n* part (product, capability, feature, enhancement)\\n\\nFor more details on customization or custom object concepts, please refer to the documentation below:\\n\\n* [Customization](/beta/guides/object-customization)\\n* [Custom objects](/beta/guides/custom-objects)\\n\\nCreate link types\\n-----------------\\n\\n##### \\n\\nLet\\xe2\\x80\\x99s say",
+        "title": "Links | DevRev | Docs"
+      },
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-16",
+        "text": "\\'https://api.devrev.ai/link-types.custom.update\\' \\\\ |\\n| > | --header \\'Content-Type: application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <TOKEN>\\' \\\\ |\\n| > | --data \\'{ |\\n| > | \"id\": \"don:core:dvrv-us-1:devo/demo:custom_link_type/1\", |\\n| > | \"is_deprecated\": true |\\n| > | }\\' |\\n```\\n\\nQuick reference: links from tickets, and issues\\n-----------------------------------------------\\n\\n##### \\n\\nThis section lists common links you can create from tickets and issues. It is not an",
+        "title": "Links | DevRev | Docs"
+      },
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-13",
+        "text": "\\n\\nYou may want to restrict links to specific subtypes of objects. For example, only allowing issues\\nof a particular subtype to be linked to tickets.\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl --location \\'https://api.devrev.ai/link-types.custom.create\\' \\\\ |\\n| > | --header \\'Content-Type: application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <TOKEN>\\' \\\\ |\\n| > | --data \\'{ |\\n| > | \"name\": \"Link between social media issues and tickets\", |\\n| > | \"source_types\": [ |\\n| > | { |\\n|",
+        "title": "Links | DevRev | Docs"
+      },
+      {
+        "id": "ART-15664_KNOWLEDGE_NODE-12",
+        "text": "application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <TOKEN>\\' \\\\ |\\n| > | --data \\'{ |\\n| > | \"id\": \"don:core:dvrv-us-1:devo/demo:custom_link_type/1\", |\\n| > | \"name\": \"Link type between issue/ticket and campaign\", |\\n| > | \"source_types_v2\": [ |\\n| > | { |\\n| > | \"leaf_type\": \"issue\" |\\n| > | }, |\\n| > | { |\\n| > | \"leaf_type\": \"ticket\" |\\n| > | } |\\n| > | ] |\\n| > | }\\' |\\n```\\n\\nCreate links between objects with subtypes\\n------------------------------------------\\n\\n#####",
+        "title": "Links | DevRev | Docs"
+      },
+      {
+        "id": "ART-2139_KNOWLEDGE_NODE-0",
+        "text": "b'Create Link Types Custom | 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)[customization](/beta/api-reference/customization/custom-objects-count)\\n\\nCreate Link Types Custom\\n========================\\n\\nBeta\\n\\nCopy page\\n\\nPOST\\n\\nhttps://api.devrev.ai/link-types.custom.create\\n\\nPOST\\n\\n/link-types.custom.create\\n\\ncURL\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl -X POST",
+        "title": "Create Link Types Custom | DevRev | Docs"
+      },
+      {
+        "id": "ART-2139_KNOWLEDGE_NODE-8",
+        "text": "helpful?\\n\\nYesNo\\n\\n[Previous](/beta/api-reference/customization/custom-objects-update)[#### Get Link Types Custom\\n\\nNext](/beta/api-reference/customization/custom-link-type-get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Create Link Types Custom | DevRev | Docs"
+      },
+      {
+        "id": "ART-2139_KNOWLEDGE_NODE-1",
+        "text": "https://api.devrev.ai/link-types.custom.create \\\\ |\\n| > | -H \"Authorization: Bearer <token>\" \\\\ |\\n| > | -H \"Content-Type: application/json\" \\\\ |\\n| > | -d \\'{ |\\n| > | \"backward_name\": \"string\", |\\n| > | \"forward_name\": \"string\", |\\n| > | \"name\": \"string\", |\\n| > | \"source_types\": [ |\\n| > | {} |\\n| > | ], |\\n| > | \"target_types\": [ |\\n| > | {} |\\n| > | ] |\\n| > | }\\' |\\n```\\n\\n[Try it](/beta/api-reference/customization/custom-link-type-create?explorer=true)\\n\\n201Created\\n\\n```\\n|  |  |\\n|",
+        "title": "Create Link Types Custom | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "20faf5a6-ef05-4cbd-9521-445da7a7fb32",
+    "query": "where can I view my articles in DevRev",
+    "retrievals": [
+      {
+        "id": "ART-4065_KNOWLEDGE_NODE-4",
+        "text": "* [Blog](https://devrev.ai/blog)\\n  * [Events](https://devrev.ai/events)\\n  * [News](https://devrev.ai/blog?category=news)\\n  * [Case Studies](https://devrev.ai/case-study)\\n  * [Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  *",
+        "title": "Delete Article \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4064_KNOWLEDGE_NODE-19",
+        "text": "[Documentation](https://docs.devrev.ai/)\\n  * [API Reference](https://docs.devrev.ai/api/)\\n  * [The Book of DevRev](https://thebook.devrev.ai/)\\n  * [Partner Program](https://devrev.ai/partners)\\n  * [Startup Program](https://devrev.ai/startups)\\n\\nCompany\\n\\n  * [About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why",
+        "title": "Create Article \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4065_KNOWLEDGE_NODE-8",
+        "text": "Inc.\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a",
+        "title": "Delete Article \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4070_KNOWLEDGE_NODE-21",
+        "text": "__\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources __\\n\\n[Pricing](https://devrev.ai/pricing)\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n'",
+        "title": "Update Article \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4065_KNOWLEDGE_NODE-5",
+        "text": "[People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin ](https://www.linkedin.com/company/devrev)\\n  * [X (formerly Twitter)](https://twitter.com/devrev)\\n  *",
+        "title": "Delete Article \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1985_KNOWLEDGE_NODE-51",
+        "text": "Submitted for review\\n  + *Ready to Publish*: All reviewers have approved\\n\\nArticle analytics\\n-----------------\\n\\nArticle analytics in DevRev provides a customized prebuilt dashboard to assess whether customers can find relevant articles to address their queries.\\n\\nAccess analytics under **Settings** > **Support** > **Article analytics**.\\n\\nThe dashboard shows the effectiveness of your knowledge base for both customers and internal employees with these metrics:\\n\\n* Viewership: Total",
+        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1985_KNOWLEDGE_NODE-24",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Article management](#article-management)\\n* [Create an article](#create-an-article)\\n* [Edit article content and settings](#edit-article-content-and-settings)\\n* [Delete articles](#delete-articles)\\n* [Bulk change options](#bulk-change-options)\\n* [Status settings](#status-settings)\\n* [Visibility settings](#visibility-settings)\\n* [Article visibility](#article-visibility)\\n* [Storage limits for",
+        "title": "Articles | Knowledge Base | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-4065_KNOWLEDGE_NODE-9",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'",
+        "title": "Delete Article \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4066_KNOWLEDGE_NODE-0",
+        "text": "b'[](/public/api-reference/articles/get-article)\\n\\nPublic\\n\\n[](https://devrev.ai)\\n\\n  * Product\\n  * Platform\\n  * Solutions\\n  * Marketplace\\n  * Company\\n  * Resources\\n  * [Pricing](https://devrev.ai/pricing)\\n\\n __\\n\\n[Login](https://app.devrev.ai/login)[Book a demo](https://devrev.ai/request-a-demo)\\n\\n[](https://devrev.ai)\\n\\n __\\n\\nProduct __\\n\\nPlatform __\\n\\nSolutions __\\n\\nMarketplace __\\n\\nCompany __\\n\\nResources",
+        "title": "Get Article \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-4068_KNOWLEDGE_NODE-19",
+        "text": "[About](https://devrev.ai/about)\\n  * [People](https://devrev.ai/people)\\n  * [Careers](https://devrev.ai/careers)\\n  * [Places](https://devrev.ai/places)\\n  * [Invest](https://revd.devrev.ai/)\\n  * [What Why How](https://devrev.ai/what-why-how)\\n\\nConnect\\n\\n  * [Contact ](mailto:humansofdevrev@devrev.ai)\\n  * [Instagram ](https://www.instagram.com/devrev)\\n  * [Medium ](https://medium.com/devrev)\\n  * [Linkedin ](https://www.linkedin.com/company/devrev)\\n  * [X (formerly",
+        "title": "List Articles \u2014 DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "1c5b7688-c7be-4bd9-a540-4eaf83e80670",
+    "query": "Next Best Action recommendations based on case context and history",
+    "retrievals": [
+      {
+        "id": "ART-2133_KNOWLEDGE_NODE-56",
+        "text": "now.\\n\\n\\n\\nTime Travel (Context | Hisory) Hyper-Personalized Ontology | Fine-Tuning Predictive vs. Proactive Beyond SLAs Gustomer-Centric Lowest Latency Notifications Mobile-First User-over-Buyer Grassrocts Community | Word-of-Mouth Design-First | Consumer- Grade\\n\\n\\n\\nDeep Work | LLIs before Channels Cravi-n-index Everything Enterprise Shortcuts Discern Real Time Iterventions No Human-inthe-Loop Defloct L Deduplicate Text2SQL | Text2Visualization | TextdManagers Toxt2Logacy Voice for",
+        "title": "The Essential Methodology: Less but Better"
+      },
+      {
+        "id": "ART-2133_KNOWLEDGE_NODE-22",
+        "text": "suboptimal decisions. Only by going back in time can best decisions be taken.\\n\\n\\n\\nFine Tuning Customer ontologies \\xe2\\x80\\x93 {product, process, organization, skills} taxonomy, and people identities \\xe2\\x80\\x93 are extremely important in this day and age of AI to make models accurate and relevant within an enterprise. The Essential methodology embraces model \\xef\\xac\\x81ne-tuning as a necessary tenet of hyper-personalization.\\n\\nPredictive Servicing A large proportion of businesses are",
+        "title": "The Essential Methodology: Less but Better"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-44",
+        "text": "action demonstrates this approach.\\n  * **Goal-based agents** evaluate actions based on how they contribute to achieving specific objectives. DevRev\\xe2\\x80\\x99s product development AI agents exemplify this approach by coordinating activities specifically designed to meet release deadlines and quality targets.\\n  * **Utility-based agents** use sophisticated evaluation mechanisms to maximize overall benefit across multiple objectives. For instance, a marketing campaign optimizer might balance",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+      },
+      {
+        "id": "ART-15621_KNOWLEDGE_NODE-17",
+        "text": "activity patterns for context-aware results\"\\n\\nBattle Tactic : Demonstrate comprehensive data access in head-to-head comparisons\\n\\n2. Conversational Analytics & Workflows\\n\\nPositioning : \"DevRev\\'s Search Agent combines search with deep object relationships, delivering conversational analytics and RCA through natural conversations while proactively surfacing business-critical patterns\"\\n\\nBattle Tactic : Show workflow automation and analytics capabilities that Glean cannot deliver\\n\\n3.",
+        "title": "Glean - Competitive - for the PLuG on website"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-43",
+        "text": "business scenarios:\\n\\n  * **Simple reflex agents** operate on straightforward condition-action rules without considering past experiences. For example, a basic customer inquiry routing system that assigns tickets based on predefined keywords falls into this category.\\n  * **Model-based reflex agents** incorporate an internal model of the world, tracking the environment\\xe2\\x80\\x99s current state. A sales automation tool that considers past customer interactions when determining the next best",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+      },
+      {
+        "id": "ART-1954_KNOWLEDGE_NODE-35",
+        "text": "determined by the type of action, rather than solely by the actor performing the action.\\n\\nExamples:\\n\\n* If mentions are set to **Important** and a bot's notifications are set to **Others**, then bot mentions will only appear in the **Others** tab.\\n* If mentions are set to **Important** and a bot's notifications are also set to **Important**, then bot mentions will appear in the **Important** tab.\\n* If mentions are set to **Others** and a bot's notifications are set to **Important**, then",
+        "title": "Updates | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1989_KNOWLEDGE_NODE-37",
+        "text": "follow a common structure for easy categorization and search. If you have common themes or categories, the exact convention is up to you to standardize for your teams.\\n\\n  One possible convention is Category-Subcategory-Specific command subject. For example:\\n\\n  + Rerouting-Reroute to payments-Refund\\n  + Rerouting-Reroute to payments-Payment failure\\n  + Rerouting-Reroute to Sales\\n\\n[PreviousBest practices for documentation that supports AI](/docs/product/writing-bp)[NextService-level",
+        "title": "Commands | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1995_KNOWLEDGE_NODE-30",
+        "text": "a continuous planning approach that allows you to prioritize work in a more intuitive way.\\n\\n  When creating an issue, you can categorize it under the following buckets:\\n\\n  + **Now:** What is currently being executed.\\n  + **Next:** Estimate of what will be worked on within a specific timeframe.\\n  + **Backlog/Later:** Prioritized issues expected to be committed to in a later timeframe.\\n  + **Triage:** Triage is a process to prioritize work items (issues or tickets) based on severity, risk,",
+        "title": "Build best practices | Computer for Builders | DevRev"
+      },
+      {
+        "id": "ART-1990_KNOWLEDGE_NODE-26",
+        "text": "worked on. This approach directly enables developers to pick up work that drives customer and business impact on a continuous basis. The power of continuous planning comes through deconstructing complex processes in favor of more intuitive and integrated workflows.\\n\\n\\xf0\\x9f\\x8e\\xa5 Video: Prioritize backlog by customer impact\\n\\nPrioritized work\\n----------------\\n\\nInstead of antiquated concepts requiring domain knowledge, prioritized work is defined by a state machine into *Now*, *Next*,",
+        "title": "Now, Next, Later | Computer for Builders | DevRev"
+      },
+      {
+        "id": "ART-12390_KNOWLEDGE_NODE-6",
+        "text": "+ [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best practices for documentation that supports AI](/docs/product/writing-bp)\\n  + [Commands](/docs/product/commands)\\n  + [Service-level agreement](/docs/product/sla)\\n  + [Operational-level agreement](/docs/product/ola)\\n  + [Support snap-ins](/docs/product/snapins-support)\\n* [Computer for Builders](/docs/product/build)\\n\\n  + [Issues](/docs/product/issues)\\n  + [Now, Next, Later](/docs/product/nnl)\\n  + [Sprint",
+        "title": "Workflow action library | Workflows | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "f7f17717-1b4b-40c4-be08-730ba25da4c8",
+    "query": "Pro license pricing cost subscription plan",
+    "retrievals": [
+      {
+        "id": "ART-962_KNOWLEDGE_NODE-0",
+        "text": "b'1. Core Pricing Plans:\\n\\nStarter:  Ideal for small teams (up to 15 users) navigating product-market fit.\\n\\nLimited Time Offer:  $1,000 credits.\\n\\nPlatform License:  $9.99 per monthly active user (MAU).\\n\\nSupport License:  $9.99 per MAU.\\n\\nFeatures:\\n\\nUnlimited viewers at no extra charge.\\n\\nConverge Issue and Ticket Management.\\n\\nMap your product features with Parts and Trails\\n\\nCustomize your data and insights with Vistas.\\n\\nCustomer and user management.\\n\\nLive chat and deflection",
+        "title": "DevRev Pricing"
+      },
+      {
+        "id": "ART-962_KNOWLEDGE_NODE-2",
+        "text": "offer).\\n\\n24/5 customer support.\\n\\nPricing:  Platform license at $24.99 per MAU, support license at $34.99 per MAU.\\n\\nUltimate:  Tailored for complex organizations with strict requirements.\\n\\nAll features from Pro, plus:\\n\\nAudit logging.\\n\\nEnhanced storage and retention.\\n\\nSLA-driven support response times.\\n\\nAdvanced object, subtype, and attribute customization.\\n\\nMulti-region high availability.\\n\\nLive read replica sandboxes.\\n\\nCustom pricing based on specific needs.\\n\\n2.",
+        "title": "DevRev Pricing"
+      },
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-1",
+        "text": "Starter, Pro, and Ultimate. This ensures flexibility and scalability as your business needs evolve. Most plans are priced per user per month, while PLuG offers usage-based pricing options. Is there a free trial available? Yes, DevRev offers a\\xc2\\xa0 45-day free trial \\xc2\\xa0for both Build and Support paid plans (Starter and Pro tiers). What are my payment options? You can use your credit card to pay for any plan. If you sign up for a Pro Plan, DevRev can invoice you annually and offer a",
+        "title": "DevRev Pricing - for the PLuG on the website"
+      },
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-13",
+        "text": "tier or contact sales for custom arrangements. Is there an enterprise discount for annual payments? Yes, for Pro Plans and above, DevRev can invoice annually and offers discounts. Contact\\xc2\\xa0 support@devrev.ai \\xc2\\xa0to discuss annual pricing options.'",
+        "title": "DevRev Pricing - for the PLuG on the website"
+      },
+      {
+        "id": "ART-962_KNOWLEDGE_NODE-3",
+        "text": "Usage-Based Costs:\\n\\nOn top of the core plans, DevRev charges for specific usage:\\n\\nUser and Customer Management:  $0.20 per user, per month.\\n\\nConversations:\\n\\n$0.01 per anonymous user conversation, per month.\\n\\n$0.45 per verified user conversation, per month.\\n\\nStorage:\\n\\n$2.00 per extra GB of file storage, per month.\\n\\n$25.00 per extra GB of base storage, per month.\\n\\n3. Additional Considerations:\\n\\nAuthorization roles and profiles:  $10.00 per MAU (optional add-on).\\n\\nFree tier:",
+        "title": "DevRev Pricing"
+      },
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-3",
+        "text": "migration and integrations\\n\\nReady-to-go reporting and analytics\\n\\n45-day free trial\\n\\nWhat\\'s included in Support Pro ($59.99/month)?\\n\\nEverything in Starter\\n\\nAdvanced reporting & analytics\\n\\nCustom SLA and routing policies\\n\\nCustomizable object and data types\\n\\n45-day free trial\\n\\nWhat\\'s included in Support Ultimate?\\n\\nEverything in Pro\\n\\nFull object model customization and unlimited integrations\\n\\nEnterprise-grade security, compliance, controls, and policies\\n\\nCustom pricing",
+        "title": "DevRev Pricing - for the PLuG on the website"
+      },
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-5",
+        "text": "included in Build Pro ($24.99/month)?\\n\\nEverything in Starter\\n\\nCustomizable issue management\\n\\nAdvanced reporting & analytics\\n\\n45-day free trial\\n\\nWhat\\'s included in Build Ultimate?\\n\\nEverything in Pro\\n\\nFull object model customization and unlimited integrations\\n\\nEnterprise-grade security, compliance, controls, and policies\\n\\nDevRev PLuG Pricing For detailed pricing and to get started: \\xc2\\xa0 https://devrev.ai/pricing/plug What are the PLuG pricing options?\\n\\nFree : AI-powered",
+        "title": "DevRev Pricing - for the PLuG on the website"
+      },
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-9",
+        "text": "that time, DevRev starts charging your credit card for subscription and consumption costs. What is a Platform vs. Support User?\\n\\nPlatform users : Have full access to the Build App and gain visibility across an organization to understand the context between product and customer\\n\\nSupport Users : Users that create or update customer-related records. The per-seat pricing is in addition to the platform license cost and includes customer records (RevO or RevU), plus other related records like",
+        "title": "DevRev Pricing - for the PLuG on the website"
+      },
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-2",
+        "text": "discount. Contact\\xc2\\xa0 support@devrev.ai \\xc2\\xa0to discuss annual pricing. DevRev Support Pricing For detailed pricing and to get started: \\xc2\\xa0 https://devrev.ai/pricing/support What are the Support pricing plans?\\n\\nStarter : $19.99 per user/month (up to 10 users)\\n\\nPro : $59.99 per user/month\\n\\nUltimate : Custom pricing (contact sales)\\n\\nWhat\\'s included in Support Starter ($19.99/month)?\\n\\nAI agents, assistants, and deflection\\n\\nModern omnichannel ticketing platform\\n\\nData",
+        "title": "DevRev Pricing - for the PLuG on the website"
+      },
+      {
+        "id": "ART-15627_KNOWLEDGE_NODE-7",
+        "text": "session record)\\n\\nWhat\\'s included in PLuG Ultimate?\\n\\nAll Pay-as-you-go features\\n\\nAdvanced functionality for scale\\n\\nVolume discounting\\n\\nUnderstanding users wherever they are\\n\\nDevRev AgentOS Pricing For detailed pricing and to get started: \\xc2\\xa0 https://devrev.ai/pricing/agentos How is AgentOS priced? AgentOS is available only through custom pricing. Contact sales for a quote. What\\'s included in AgentOS?\\n\\nFlexible pricing models: usage-based or predictable fixed pricing\\n\\nFull",
+        "title": "DevRev Pricing - for the PLuG on the website"
+      }
+    ]
+  },
+  {
+    "query_id": "4097c810-fcbe-42a6-93bb-79a94adf0faa",
+    "query": "count tickets with customer CSAT review",
+    "retrievals": [
+      {
+        "id": "ART-2011_KNOWLEDGE_NODE-26",
+        "text": "**CSAT on ticket** > **Configure**.\\n2. Select the channel you want to send the survey on in **Survey channel**.\\n3. Write introductory text for the survey in **Survey introductory text**.\\n\\n   ![]()\\n\\n   To include the customer's name in the CSAT survey emails, add a key {{customer\\\\_name}} to the introductory text configuration of the CSAT.\\n4. Customize your survey response scale which is shown to the customers to select from in **Survey response scale**.\\n5. To collect additional feedback",
+        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2011_KNOWLEDGE_NODE-24",
+        "text": "[Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[CSAT on ticket](/docs/automations/csat-tickets)\\n\\nCSAT on ticket\\n==============\\n\\n[CSAT on ticket](/marketplace/csat_on_ticket_dwx7b2bp) offers a simplified approach to measure customer satisfaction level for the ticket resolved with the help of surveys which can be utilized to enhance the overall customer experience.\\n\\nThis snap-in displays a customer satisfaction survey to customers after their ticket gets resolved. The questions can",
+        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2011_KNOWLEDGE_NODE-27",
+        "text": "from the customer along with the scale rating, ensure that the toggle for **Additional Feedback Request** configuration is enabled.\\n6. Write a query for the customers after the survey is populated in **Survey query**.\\n7. Write a message for the customers after the survey response is submitted in **Survey response message**.\\n8. Specify the time for the survey to expire (in minutes) in **Survey expires after**.\\n\\n   ![]()\\n9. If you want to send the survey only once, enable the **Send survey",
+        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2013_KNOWLEDGE_NODE-27",
+        "text": "customer's name in the CSAT survey emails, add a key {{customer\\\\_name}} to the introductory text configuration of the CSAT.\\n4. Customize your survey response scale which is shown to the customers to select from in **Survey response scale**.\\n5. To collect additional feedback from the customer along with the scale rating, ensure that the toggle for **Additional Feedback Request** configuration is enabled.\\n6. Write a query for the customers after the survey is populated in **Survey",
+        "title": "CSAT on conversation | Automate | Snap-ins | DevRev"
+      },
+      {
+        "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 [CSAT on ticket](/marketplace/csat_on_ticket_dwx7b2bp) from the DevRev marketplace.\\n2. Select the workspace to install the snap-in, confirm installation, and click **Deploy snap-in**.\\n\\nConfiguration\\n-------------\\n\\n1. Go to **Snap-ins** >",
+        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2011_KNOWLEDGE_NODE-28",
+        "text": "only once per ticket** toggle.\\n10. If you want to automatically send CSAT surveys when tickets reach the *Resolved* stage, keep the **Trigger the CSAT survey based on configured rules** toggle turned off.\\n11. If you want to send CSAT at a specific ticket stage, turn the **Trigger the CSAT survey based on configured rules** toggle on and set up a custom workflow with the following configuration:\\n\\n| **Component** | **Details** |\\n| --- | --- |\\n| Trigger | Update Ticket |\\n| Stage Control |",
+        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2011_KNOWLEDGE_NODE-29",
+        "text": "If Else |\\n| Condition | When: Ticket Updated / Output > Stage > Name (Make sure that the stage name is in snake case.) |\\n| Action | Update Ticket |\\n| ID | Ticket Updated > Output > Id |\\n| List of Integrations | CSAT |\\n| Integrations | App CSAT Send Survey > Yes |\\n\\n1. Click **Save** > **Next** and deploy the snap-in.\\n\\n[PreviousCSAT on conversation](/docs/automations/csat-conv)[NextCSV work item uploader](/docs/automations/csv-work-item-uploader)\\n\\n#### On this page\\n\\n*",
+        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2011_KNOWLEDGE_NODE-5",
+        "text": "ticket conversion](/docs/product/conversation-ticket)\\n  + [Tickets](/docs/product/tickets)\\n  + [Routing](/docs/product/routing)\\n  + [Support best practices](/docs/product/support-bp)\\n  + [Customer portal](/docs/product/support-portal)\\n  + [Questions & answers](/docs/product/qa)\\n  + [Knowledge Base](/docs/product/knowledge-base)\\n\\n    - [Articles](/docs/product/articles)\\n    - [Collections](/docs/product/collection)\\n  + [Turing AI agent](/docs/product/conversational-bot)\\n\\n    - [Best",
+        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1977_KNOWLEDGE_NODE-25",
+        "text": "Average CSAT rating for ticket Owners.\\n* **SLA breaches by Customer tier**\\n\\n  Number of Tickets with SLA breaches for ticket owners.\\n* **Active Tickets**\\n\\n  A distribution of tickets in Open and In Progress states and the respective owners.\\n* **Closed Tickets**\\n\\n  A distribution of tickets in Closed state and the respective owners.\\n* **SLA breaches**\\n\\n  Number of Tickets with SLA breaches for ticket owners.\\n* **Tickets Escalated**\\n\\n  Number of tickets that are escalated by",
+        "title": "Ticket-Team Performance | Support analytics | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2011_KNOWLEDGE_NODE-4",
+        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to",
+        "title": "CSAT on ticket | Automate | Snap-ins | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "490c9edc-3bd6-40c6-9fc1-381ffa7f0dc0",
+    "query": "save filters in support portal",
+    "retrievals": [
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-11",
+        "text": "[CSV comments uploader](/docs/automations/csv-comments-uploader)\\n    - [CSV commands uploader](/docs/automations/csv-commands-uploader)\\n    - [Descope identity validation](/docs/automations/descope-identity-validation)\\n    - [Effort logger](/docs/automations/effort-logger)\\n    - [HTTP archive file upload & sanitization](/docs/automations/har-sanitization)\\n    - [Link preview](/docs/automations/link-preview)\\n    - [Org tags sync](/docs/automations/org-tags-sync)\\n    - [Search",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "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 widget and click on the preview widget to test it out.\\n\\nEach widget can be customized with filters, groupings, and visualizations (charts, tables, etc.)4. Create a dashboard for tracking ticket resolution time\\n\\nCreate a new dashboard in",
+        "title": "Support queries related playbook"
+      },
+      {
+        "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 company logo.\\n   * (Optional) Enable the footer and add your social media and text links in their respective fields.\\n   * (Optional) Enable **Search** to get answers in search results.\\n   * (Optional) Enable Plug widget to facilitate",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-10697_KNOWLEDGE_NODE-30",
+        "text": "New filtering options let agents view tickets tied to specific articles, while updated analytics reveal the most and least linked articles, improving knowledge sharing and support strategy.\\n* Plug is our live chat widget designed for real-time conversations in your customer portal. It reduces ticket volume by resolving common queries instantly, enhancing self-service and speeding up issue resolution. Use spotlight cards or banners to notify customers about incidents, updates, or promotions,",
+        "title": "February 2025 | Changelog | DevRev"
+      },
+      {
+        "id": "ART-1452_KNOWLEDGE_NODE-4",
+        "text": "users.\\n\\nstageobjectOptional\\n\\nThe filter for stages.\\n\\nShow property\\n\\nstaged_infoobjectOptional\\n\\nShow property\\n\\nstatelist of stringsOptional\\n\\nFilters for work with any of the provided states.\\n\\nsync_metadataobjectOptional\\n\\nShow 4 properties\\n\\ntagslist of stringsOptional\\n\\nFilters for work with any of the provided tags.\\n\\ntarget_close_dateobjectOptional\\n\\nProvides ways to specify date ranges on objects.\\n\\nShow 2 variants\\n\\nticketobjectOptional\\n\\nShow 13 properties\\n\\n###",
+        "title": "Export Works (POST) \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-1952_KNOWLEDGE_NODE-34",
+        "text": "filters from your vista will be transferred to your widget definition. If any filters are not carried over, a message will indicate the reason, and you will have the option to add the missing vista filters to your widget filter definition.\\n* **Widget Filters**: These filters are for your widget definition and include all filters from the vista, as well as other objects.\\n\\n![]()\\n\\nThe filters and dimensions are interlinked. To have filterable values, you must select them in dimensions as",
+        "title": "Vista Reports | Vistas | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-10697_KNOWLEDGE_NODE-31",
+        "text": "boosting engagement and reducing repetitive inquiries. To enable Plug, go to **Settings > Portal Settings**, activate Plug widget, and **Save** and **Publish**.\\n\\n![]()\\xc2\\xa0For more information about *Support App*, refer to the following articles: \\xe2\\x80\\xa3 [Support snap-ins | Support](/docs/product/snapins-support) \\xe2\\x80\\xa3 [Support best practices | Support](/docs/product/support-bp) \\xe2\\x80\\xa3 [Support](/docs/product/support) \\xe2\\x80\\xa3",
+        "title": "February 2025 | Changelog | DevRev"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-10",
+        "text": "data](/docs/automations/bulk-delete)\\n    - [Bulk work item uploader](/docs/automations/bulk-upload)\\n    - [Commands surface expander](/docs/automations/commands-surface-expander)\\n    - [Convergence](/docs/automations/converge)\\n    - [Conversation reminder](/docs/automations/conversation-reminder)\\n    - [CSAT on conversation](/docs/automations/csat-conv)\\n    - [CSAT on ticket](/docs/automations/csat-tickets)\\n    - [CSV work item uploader](/docs/automations/csv-work-item-uploader)\\n    -",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-27",
+        "text": "portal\\n-------------------------------------\\n\\n* **Enhanced customer experience**: Customers can access self-service options, track their tickets, and receive timely updates, leading to improved satisfaction.\\n* **Efficient ticket management**: The portal streamlines the ticket creation, assignment, and tracking process, ensuring faster resolution times.\\n* **Seamless, timely, and transparent communication**: Customers and support teams can engage in threaded conversations within the portal,",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-13",
+        "text": "group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "69e781a5-eec6-40f6-8525-607c3ce2fd31",
+    "query": "unable to convert conversation into ticket and can't fill customer information",
+    "retrievals": [
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-26",
+        "text": "conversation metadata including: \\n      * Source channel\\n      * Customer account information\\n      * External members added as **reported by** on the ticket\\n    * An AI-generated ticket title and description based on customer messages.\\n\\n### How to convert Conversations to Tickets\\n\\n**Manual Conversion**\\n\\nTo manually convert a conversation to a ticket:\\n\\n  1. Open the conversation record pane view.\\n  2. Click **Convert to Ticket** to initiate the conversion.\\n\\n**Automated Conversion",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-31",
+        "text": "AI-handled conversation reaches its capability limits and needs human expertise.\\n  * **Extended troubleshooting** : Issues requiring multiple steps or follow-ups over time.\\n\\n## Key information\\n\\n  * **Channel support** : Currently, the conversion feature is only available for PLuG and Slack conversations. Other channels still use the traditional **Link Ticket** functionality.\\n\\n  * **CSAT surveys** : CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+      },
+      {
+        "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 automated [workflows](./workflow-engine) to convert conversations to tickets based on specific triggers:\\n\\n* When a conversation meets defined criteria\\n* When the AI agent identifies an issue requiring escalation\\n* According to custom business",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-26",
+        "text": "functionality is replaced with a new **Convert to Ticket** feature. Currently, the conversion feature is available only for Plug and Slack conversations. Other channels still use the traditional **Link Ticket** functionality.\\n\\nConversion cannot be undone. Once a conversation is converted to a ticket, this action is permanent and the conversation remains archived.\\n\\nConversation conversion process\\n-------------------------------\\n\\nWhen you convert a conversation to a ticket, the following",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-4271_KNOWLEDGE_NODE-29",
+        "text": "end user.\\n\\n## Why you should convert a Conversation to a Ticket\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n  * **Complex issues** : When a customer inquiry requires in-depth investigation that can't be resolved in a quick conversation.\\n  * **Cross-team collaboration** : Issues requiring input from multiple departments or specialists.\\n  * **Escalation needs** : When a conversation needs to be escalated to a higher support tier.\\n  * **Feature requests** :",
+        "title": "Convert Conversations to Tickets | Conversations | Support | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-27",
+        "text": "happens automatically:\\n\\n* The original conversation moves to *Archived* stage and cannot be reopened.\\n* A new ticket is created with:\\n  + All internal discussions and customer messages copied from the conversation\\n  + Equivalent metadata as the conversation, including source channel, customer account information, and external members added as **reported by** on the ticket\\n  + An AI-generated ticket title and description based on customer messages\\n\\nConvert conversations to",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-31",
+        "text": "Cross-team collaboration needs\\n* Escalation requirements\\n* Feature requests\\n* Bug reports\\n* SLA tracking requirements\\n* Documentation needs\\n* Resource allocation requirements\\n* AI capability limitations\\n* Extended troubleshooting needs\\n\\nSupport workflows\\n-----------------\\n\\n* **CSAT surveys**: CSAT surveys are not sent when a conversation is converted to a ticket. Surveys are only triggered when a conversation is resolved, not when it's archived through conversion.\\n* **SLA",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-32",
+        "text": "handling**: Conversation and ticket SLAs operate independently. When converting:\\n\\n  + The new ticket starts with its own response and resolution SLA timers\\n  + All active SLA metrics on the original conversation are marked as completed\\n\\n[PreviousConversations](/docs/product/conversation)[NextTickets](/docs/product/tickets)\\n\\n#### On this page\\n\\n* [Conversation conversion process](#conversation-conversion-process)\\n* [Convert conversations to tickets](#convert-conversations-to-tickets)\\n*",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-30",
+        "text": "there.\\n\\n![]()\\n\\nSlack end-user experience\\n-------------------------\\n\\nWhen a conversation is converted to a ticket in Slack:\\n\\n* Ticket information appears within the same thread.\\n* All subsequent messages sync with the newly created ticket.\\n* The transition is seamless for the end user.\\n\\nConversation conversion scenarios\\n---------------------------------\\n\\nConsider converting a conversation to a ticket in these scenarios:\\n\\n* Complex issues requiring in-depth investigation\\n*",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-6174_KNOWLEDGE_NODE-24",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Conversation conversion process](#conversation-conversion-process)\\n* [Convert conversations to tickets](#convert-conversations-to-tickets)\\n* [Plug widget end-user experience](#plug-widget-enduser-experience)\\n* [Slack end-user experience](#slack-enduser-experience)\\n* [Conversation conversion scenarios](#conversation-conversion-scenarios)\\n* [Support workflows](#support-workflows)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support",
+        "title": "Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "36a2db4e-e3e0-449e-bbad-a5de52e5141c",
+    "query": "control email notifications for new conversation",
+    "retrievals": [
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-30",
+        "text": "linked to a conversation\\n-------------------------------\\n\\n* **Trigger**: A ticket is linked to an existing conversation.\\n* **Action**: The system sends out a notification with the linked ticket number.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**: \"<customer email subject from Conversation>\"\\n\\n![]()\\n\\nThis email is only sent to the organizations with [Convergence snap-in](https://docs.devrev.ai/automations/converge)\\n\\nChange of",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-27",
+        "text": "conversation, ensuring seamless and continuous communication.\\n\\nBy default, notifications are sent from [notifications@devrev.ai](mailto:notifications@devrev.ai). However, this setting can be overridden to use the organization\\xe2\\x80\\x99s primary email address as the sender, or notifications can be turned off entirely.\\n\\nTo configure the notifications setting, under [**Settings** > **Snap-ins** > **Email Integration**](https://app.devrev.ai/devrev/settings/snap-ins/email-with-tickets), go to",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-32",
+        "text": "\\xe2\\x80\\x9cUpdate on your Conversation with {Company\\\\_Name}\"\\n\\n![]()\\n\\nThis email is only sent to organizations that have installed [Convergence snap-in](https://docs.devrev.ai/automations/converge).\\n\\nCSAT survey for conversation/ticket\\n-----------------------------------\\n\\n* **Trigger**: A CSAT survey is sent for a conversation or ticket.\\n* **Action**: The system sends out a notification with the ticket/conversation number and CSAT form.\\n* **Sender**: DevRev",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-28",
+        "text": "**Configure** > **Notification Sender Email Address** and select the required option.\\n\\nReply to the customer on a conversation\\n---------------------------------------\\n\\n* **Trigger**: When a reply is made to a customer on a conversation and they are not online anymore.\\n* **Action**: The system sends out a notification to the customer with the recent messages while highlighting the latest message that triggered the email.\\n* **Sender**: {Sender\\\\_Name}",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-31",
+        "text": "stage of a ticket/conversation\\n----------------------------------------\\n\\n* **Trigger**: When there\\'s a change of stage in a ticket or conversation.\\n* **Action**: The system sends out a notification detailing the Ticket/Conversation number and stage change.\\n* **Sender**: {Company\\\\_Name} [support@yourdomain.com](mailto:support@yourdomain.com)\\n* **Subject**:\\n  + For ticket: \"[{Company\\\\_Name}] Update on TKT-XXX - Ticket Title\"\"<customer email subject>\"\\n  + For conversations:",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-36",
+        "text": "conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n[Enterprise grade security to protect customer data\\n\\nLearn more about it.\\n\\n![]()](/blog/soc-compliance)\\n\\nComputer\\n\\n* [Meet Computer](/meet-computer)\\n* [How Computer",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-4",
+        "text": "insights](/docs/dashboards/conversation-insights)\\n    - [Conversation-SLA Analytics](/docs/dashboards/conversation-sla-analytics)\\n    - [Conversation-Team Performance](/docs/dashboards/conversation-team-performance)\\n    - [Ticket insights](/docs/dashboards/ticket-insights)\\n    - [Ticket-SLA Analytics](/docs/dashboards/ticket-sla-analytics)\\n    - [Ticket-Team Performance](/docs/dashboards/ticket-team-performance)\\n  + [Conversations](/docs/product/conversation)\\n\\n    - [Conversation to",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-24",
+        "text": "conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a conversation](#ticket-linked-to-a-conversation)\\n* [Change of stage of a ticket/conversation](#change-of-stage-of-a-ticketconversation)\\n* [CSAT survey for conversation/ticket](#csat-survey-for-conversationticket)\\n* [Auto customer reply](#auto-customer-reply)\\n* [Auto reply on email](#auto-reply-on-email)\\n\\n1. [Documentation](/docs)\\n3.",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-1820_KNOWLEDGE_NODE-3",
+        "text": "Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/beta/api-reference/notifications/content-template-list-post)[#### Create Conversation\\n\\nNext](/beta/api-reference/conversations/create)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Send Notifications | DevRev | Docs"
+      },
+      {
+        "id": "ART-1953_KNOWLEDGE_NODE-35",
+        "text": "installed [Auto-reply snap-in](https://docs.devrev.ai/automations/auto-reply).\\n\\n[PreviousUpdates](/docs/product/updates)[NextRoles](/docs/product/roles)\\n\\n#### On this page\\n\\n* [White-label customer email notifications](#whitelabel-customer-email-notifications)\\n* [Reply to the customer on a conversation](#reply-to-the-customer-on-a-conversation)\\n* [Reply to the customer on a ticket](#reply-to-the-customer-on-a-ticket)\\n* [Ticket linked to a",
+        "title": "Customer email notifications | Computer by DevRev | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "0356839f-87ec-43ff-9844-4c0e5e5ba032",
+    "query": "create mandatory field time log spent on a ticket",
+    "retrievals": [
+      {
+        "id": "ART-15688_KNOWLEDGE_NODE-29",
+        "text": "system automatically validates:\\n\\n   * Date format and range (within last 10 days to next 10 days)\\n   * Hours and minutes values\\n   * Prevents logging when both hours and minutes are zero\\n3. **Confirmation**: After successful validation, the effort is logged and a confirmation message appears in the timeline.\\n\\nSupported object types\\n----------------------\\n\\nThe Effort logger snap-in works with the following object types:\\n\\n* **Tickets**: Log effort against support tickets, bug reports,",
+        "title": "Effort logger | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2021_KNOWLEDGE_NODE-24",
+        "text": "[Documentation](/docs)\\n3. [Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n\\nTicket age in engineering\\n=========================\\n\\n[Ticket age in engineering](/marketplace/ticket-age-in-engineering)\\noffers the ability to track how much time tickets spend on engineering, measured\\nby ticket time spent on engineering stages.\\n\\nThe snap-in adds a new attribute to tickets which automatically calculates the\\ntime",
+        "title": "Ticket age in engineering | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2021_KNOWLEDGE_NODE-25",
+        "text": "spent on engineering for that ticket. There can be multiple engineering\\nsessions. An engineering session starts when a ticket moves from a\\nnon-engineering stage to an engineering stage and it ends when it moves from an\\nengineering stage to a non-engineering stage. You should select which ticket\\nstages reflect engineering work and if the time spent should be shown in hours\\nor days.\\n\\nInstalling the Ticket age in engineering snap-in\\n------------------------------------------------\\n\\n1.",
+        "title": "Ticket age in engineering | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1961_KNOWLEDGE_NODE-37",
+        "text": "\\n{{Ticket\\xc2\\xa0Created\\xc2\\xa0>\\xc2\\xa0Output\\xc2\\xa0>\\xc2\\xa0Reported\\xc2\\xa0By\\xc2\\xa0>\\xc2\\xa0Rev\\xc2\\xa0Org\\xc2\\xa0>\\xc2\\xa0Display\\xc2\\xa0Name}}.\\xe2\\x80\\x9d\\n\\n\\n\\nDelay\\n\\n\\n\\nDuration: 2 minutes\\n\\n\\n\\nIf-else\\n\\n\\n\\nAttribute:\\xc2\\xa0Ticket\\xc2\\xa0Created/Output\\xc2\\xa0>\\xc2\\xa0Applies\\xc2\\xa0to\\xc2\\xa0part\\xc2\\xa0>\\xc2\\xa0Display\\xc2\\xa0ID  \\nOperator: Equals  \\nOperand: CAPL-18\\n\\n\\n\\nTicket  \\ncreated\\n\\n\\n\\nEnd\\n```\\n\\n[### Workflow action",
+        "title": "Workflows | Computer by DevRev | DevRev"
+      },
+      {
+        "id": "ART-15688_KNOWLEDGE_NODE-28",
+        "text": "effort logs as custom objects with structured data\\n\\nHow to use\\n----------\\n\\n1. **Access the command**: In the timeline of any ticket or conversation, type the following command:\\n\\n```\\n```\\n1 /log_effort\\n```\\n```\\n\\n1. **Enter effort details**: The snap-in prompts you to enter:\\n\\n   * **Date**: The date when the effort was performed (MM/DD/YYYY format)\\n   * **Hours**: Number of hours worked (0 or positive number)\\n   * **Minutes**: Number of minutes worked (0-59)\\n2. **Validation**: The",
+        "title": "Effort logger | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2021_KNOWLEDGE_NODE-26",
+        "text": "Install the\\n   [Ticket age in engineering](/marketplace/ticket-age-in-engineering)\\n   from the DevRev marketplace.\\n2. Add all of the **stage names** that reflect that engineering work is planned\\n   or is being done for that ticket. The stages you specify are the ones that\\n   track time spent on engineering. The default values are the default DevRev\\n   engineering stages for tickets.\\n3. Select whether time spent on engineering should be displayed in hours or\\n   days.\\n4. Click **Install",
+        "title": "Ticket age in engineering | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2665_KNOWLEDGE_NODE-13",
+        "text": "creator](/docs/automations/smart-issue-creator)\\n    - [Set user preference for group](/docs/automations/set-user-preference)\\n    - [SLA status change Slack notifier](/docs/automations/sla-change-notifier)\\n    - [Slash commands](/docs/automations/slash-commands)\\n    - [Spam Shield](/docs/automations/spam-shield)\\n    - [Subtype Migration](/docs/automations/subtype-migration)\\n    - [Ticket age in engineering](/docs/automations/ticket-age-in-engineering)\\n    - [Ticket issue field",
+        "title": "Session recording options | Session analytics | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-2028_KNOWLEDGE_NODE-24",
+        "text": "[Snap-ins](/docs/snapins)\\n[Automate](/docs/automate)\\n[Work duration](/docs/automations/work-duration)\\n\\nWork duration\\n=============\\n\\n[Work duration](/marketplace/work-duration) offers the ability\\nto track how much work issues and tickets took to complete, measured by time\\nspent in work sessions.\\n\\nThe snap-in adds a new attribute to tickets and issues which automatically\\ncalculates the work duration for that item. Work duration is meassured in time\\nspent through work sessions. A work",
+        "title": "Work duration | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-2665_KNOWLEDGE_NODE-14",
+        "text": "migrator](/docs/automations/ticket-issue-field-migrator)\\n    - [Ticket Immutability](/docs/automations/ticket-immutability)\\n    - [Ticket email notifier](/docs/automations/ticket-email-notifier)\\n    - [Task tracker](/docs/automations/task-tracker)\\n    - [Ticket Tagger](/docs/automations/ticket-tagger)\\n    - [Tracxn sync](/docs/automations/tracxn-sync)\\n    - [User group validator](/docs/automations/user-group-validator)\\n    - [Work duration](/docs/automations/work-duration)\\n    -",
+        "title": "Session recording options | Session analytics | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-1003_KNOWLEDGE_NODE-26",
+        "text": "support tickets, which helps measure workload balance and resource allocation.\\n    \\n  \\n  Calculation\\n    \\n      (Total hours spent on support tasks) / (Total working hours) * 100\\n    \\n  \\n\\n\\nSELECT (SUM(TIMESTAMPDIFF(MINUTE, t.start_time, t.end_time)) * 100) / (COUNT(DISTINCT t.engineer_id) * 8 * 60) AS AgentUtilizationRate\\nFROM ticket_work_times\\n\\n\"",
+        "title": "Understanding a Support Lead's Pain Points and KPIs"
+      }
+    ]
+  },
+  {
+    "query_id": "688b4c65-6882-4450-9a0a-ab28df4fd6e7",
+    "query": "Just-in-time (JIT) provisioning for dynamic access",
+    "retrievals": [
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-41",
+        "text": "If no such contact is found, JIT provisioning automatically creates a user account, allowing immediate access to the portal. This means users can sign up and log in without manual contact creation within the app.\\n* **Existing contacts without mapped accounts**: If a user is already a contact within the app but does not have a mapped account, they can still log in and create a ticket. In this scenario, the login is performed under the default workspace assigned to the contact.\\n* **Account",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-738_KNOWLEDGE_NODE-17",
+        "text": "level\\n      Also, some vendors who didn\\xe2\\x80\\x99t grow up in the \\xe2\\x80\\x9cas a service\\xe2\\x80\\x9d era will need to change processes to embrace CI/CD (some may have)\\n      A good ask here is how frequently changes are deployed\\n      When something new comes out, we can react and enable rapidly; others may be slower to enable, leading to a gap between when something is \\xe2\\x80\\x9cavailable\\xe2\\x80\\x9d and \\xe2\\x80\\x9creally available\\xe2\\x80\\x9d\\n    \\n  \\n\\n\\nMost of the available",
+        "title": "DevRev | Built for AI (not by AI... yet)"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-40",
+        "text": "<yourcompany> portion is based on your company name.\\n\\nIf you want to host your customer portal on a custom domain, please contact our support team.\\n\\nJust-in-time access to the customer portal\\n------------------------------------------\\n\\nDevRev offers just-in-time (JIT) provisioning to streamline login processes by automatically handling user account management.\\n\\n* **Automatic account creation**: When a user logs in, the system verifies if the user exists as a contact within an account.",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1687_KNOWLEDGE_NODE-3",
+        "text": "Jira, simplifying the process.\\n2. **Provide credentials:** During development, you\\xe2\\x80\\x99ll provide your developer keyring of type `oauth-secret` which contains client ID and client secret for the chosen service within the keyring definition. These credentials are securely stored and not distributed with your published snap-in.\\n3. **OAuth 2.0 flow:** When your snap-in needs to access user data from the external service, it initiates the OAuth flow. This typically involves redirecting the",
+        "title": "OAuth 2.0 configuration: Securely storing access tokens | DevRev | Docs"
+      },
+      {
+        "id": "ART-992_KNOWLEDGE_NODE-13",
+        "text": "delivery model where we can offload the burden of requests from hitting origin and push more to the edge (more to come here!).\\n\\nIn our case we are using a mix of edge compute (C@E) which allows us to compile and execute RUST code on Fastly\\xe2\\x80\\x99s edge, which can also take advantage of their CDN which can cache content from origin.\\n\\nA quick note on WebAssembly (WASM)\\xe2\\x80\\xa6 this is one thing that is very interesting/exciting and will be one of the core enablers to making clients",
+        "title": "Perimeter security with Fastly edge and AWS \u2014 Part I"
+      },
+      {
+        "id": "ART-992_KNOWLEDGE_NODE-12",
+        "text": "0 IN A 151.101.194.137\\n;; Query time: 50 msec\\n;; SERVER: 172.29.208.1#53(172.29.208.1)\\n;; WHEN: Thu Apr 14 09:29:47 CDT 2022\\n;; MSG SIZE rcvd: 168\\n\\n\\nRequest handling/caching\\n\\nTraditionally a lot of delivery models would rely on CDNs only for their static asset caching and DDoS mitigation, still relying on origin to handle the majority of requests.\\n\\nHowever, I do believe with edge compute and the ability to execute logic efficiently on the edge via WASM we will see an inverting of the",
+        "title": "Perimeter security with Fastly edge and AWS \u2014 Part I"
+      },
+      {
+        "id": "ART-738_KNOWLEDGE_NODE-13",
+        "text": "customization in from the start\\n    \\n      We knew extensibility would be key for any platform\\n      Given the simplicity of customization, we can easily extend our object model with new annotations or context that can be used and fed into models\\n      This means, that a customer or vendor, can easily extend our object model with new data on objects which can be used by models, new object types, or with the output of a model\\n    \\n  \\n  We built multi-tenancy into the object\\n    \\n",
+        "title": "DevRev | Built for AI (not by AI... yet)"
+      },
+      {
+        "id": "ART-992_KNOWLEDGE_NODE-8",
+        "text": "any security groups with inbound rules allowing 0.0.0.0/0 with any/all port/protocols, or inbound SSH (yikes) you should consider evaluating things :)\\n\\nFastly CDN/C@E\\n\\n\\n\\nCDNs are not a new concept and have been around for years providing static asset caching and DDoS prevention.\\n\\nHowever, in the past few years, these have expanded to now include capabilities like web-application firewalls (WAFs) and edge compute (logic execution in the CDN) capabilities.\\n\\nIn this section,",
+        "title": "Perimeter security with Fastly edge and AWS \u2014 Part I"
+      },
+      {
+        "id": "ART-738_KNOWLEDGE_NODE-14",
+        "text": "Rather than physically segmenting tenant data, we built tenancy into the objects using specific attributes which act as partitions\\n      This allows us to create macro partitions (e.g., customer) or extremely granular partitions (e.g., user level)\\n      This gives us a ton of flexibility as all data is in one place and the granularity can range from macro to micro\\n    \\n  \\n  We designed our services for the cloud\\n    \\n      Being built in the \\xe2\\x80\\x9cera of cloud\\xe2\\x80\\x9d we had a",
+        "title": "DevRev | Built for AI (not by AI... yet)"
+      },
+      {
+        "id": "ART-970_KNOWLEDGE_NODE-102",
+        "text": "groundwork, ensuring we possessed the requisite keys to partition and segment data effectively. This profound understanding of the structure empowered us to fashion granular and precise authorization mechanisms. By dedicating upfront effort to this aspect, we\\xe2\\x80\\x99ve endowed our system with authorization capabilities that some mature companies can only envision, including support for role-based access control (RBAC), attribute-based access control (ABAC), policy-based access control",
+        "title": "The Story"
+      }
+    ]
+  },
+  {
+    "query_id": "c39f3527-19c2-4a64-be83-43b0e6a2ef0b",
+    "query": "Audit logging for all customer portal activities",
+    "retrievals": [
+      {
+        "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 levels of customer roles and permissions:\\n\\n* **Verified customers**: Customers who can log in on the portal and see the tickets that they have created.\\n* **Customer admins**: Customers who can log in on the portal and see not just their own",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-46",
+        "text": "tracking, and team collaboration](#ticket-creation-tracking-and-team-collaboration)\\n* [Conversations and messaging](#conversations-and-messaging)\\n* [Article search](#article-search)\\n* [SEO compatibility](#seo-compatibility)\\n* [Get started](#get-started)\\n* [Customer roles and permissions](#customer-roles-and-permissions)\\n* [Set up customer admins](#set-up-customer-admins)\\n* [Customer portal login methods](#customer-portal-login-methods)\\n* [Integrating your knowledge base",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "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 login methods\\n\\nThe customer portal supports three login methods:\\n\\n1. Email OTP (One-Time Password): User enters their email, receives a one-time code, and enters it to log in.\\n2. SSO: Users log in through organization\\xe2\\x80\\x99s",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-24",
+        "text": "creation, tracking, and team collaboration](#ticket-creation-tracking-and-team-collaboration)\\n* [Conversations and messaging](#conversations-and-messaging)\\n* [Article search](#article-search)\\n* [SEO compatibility](#seo-compatibility)\\n* [Get started](#get-started)\\n* [Customer roles and permissions](#customer-roles-and-permissions)\\n* [Set up customer admins](#set-up-customer-admins)\\n* [Customer portal login methods](#customer-portal-login-methods)\\n* [Integrating your knowledge base",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-16789_KNOWLEDGE_NODE-34",
+        "text": "controls, activity logging, and dedicated customer success management for enterprise customers.'",
+        "title": "Computer General FAQs"
+      },
+      {
+        "id": "ART-2664_KNOWLEDGE_NODE-27",
+        "text": "your\\n   [website](https://developer.devrev.ai/sdks/web/installation) or\\n   [mobile app](https://developer.devrev.ai/sdks/mobile).\\n2. For web applications, configure\\n   [user identification](https://developer.devrev.ai/sdks/web/user-identity).\\n3. Enable session recording for your users, go to **Settings** > **PluG and Portal** >\\n   **Session Replays** and enable recording for your desired platform.\\n\\n   **Note**: Alternatively, you can enable session recording during Plug SDK\\n",
+        "title": "Session analytics | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-2665_KNOWLEDGE_NODE-1",
+        "text": "[Apps](/docs/product/apps)\\n  + [Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access",
+        "title": "Session recording options | Session analytics | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-25",
+        "text": "articles](#integrating-your-knowledge-base-articles)\\n* [Customize the customer portal](#customize-the-customer-portal)\\n* [Customize portal URL](#customize-portal-url)\\n* [Just-in-time access to the customer portal](#justintime-access-to-the-customer-portal)\\n* [Troubleshooting](#troubleshooting)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Support Teams](/docs/product/support)\\n[Customer portal](/docs/product/support-portal)\\n\\nCustomer portal\\n===============\\n\\nThe customer portal is an",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2664_KNOWLEDGE_NODE-1",
+        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +",
+        "title": "Session analytics | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-1978_KNOWLEDGE_NODE-1",
+        "text": "[Groups](/docs/product/groups)\\n  + [Parts & trails](/docs/product/parts)\\n  + [Vistas](/docs/product/vistas)\\n\\n    - [Vista Reports](/docs/product/vista-reports)\\n    - [Board view](/docs/product/board-view)\\n  + [Tasks](/docs/product/tasks)\\n  + [Updates](/docs/product/updates)\\n  + [Customer email notifications](/docs/product/customer-emails)\\n  + [Roles](/docs/product/roles)\\n\\n    - [Default privileges by group](/docs/product/privs)\\n  + [Access control](/docs/product/access-control)\\n  +",
+        "title": "Customer portal | Computer for Support Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "56a2eb49-bc95-4eee-be74-926f25a99200",
+    "query": "endpoint to update description of card in Plug",
+    "retrievals": [
+      {
+        "id": "ART-3109_KNOWLEDGE_NODE-29",
+        "text": "go to **Settings > Support > Plug Chat > Layout** through the settings icon on the top-left corner.\\n2. Select **Add a Card** and enter a title, description, image, and redirect URL.\\n3. Click **Save and Publish** in the top-right corner. The new card is visible in your Plug widget.\\n\\nWant to add more personalization to your Plug widget? Create your own. Visit [SDK Methods and Customization](https://developer.devrev.ai/sdks/web/customize) to create your own Plug from the ground",
+        "title": "Plug widget customization | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-3109_KNOWLEDGE_NODE-28",
+        "text": "highlight something to your users.\\n\\n#### **Turing search**\\n\\nHere's how Turing search works in Plug.\\n\\n![]()\\n\\nSpotlight cards\\n---------------\\n\\nSpotlight cards are top-level cards on the Plug widget. You can use them for showcasing PR articles, product releases, blog posts, or any other marketing/product-related content that can educate your users about things happening in your company.\\n\\nHere is how a spotlight card looks.\\n\\n![]()\\n\\n### Add a spotlight card\\n\\n1. In the DevRev app,",
+        "title": "Plug widget customization | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-3109_KNOWLEDGE_NODE-27",
+        "text": "shown at the top of your widget.\\n* Search: Enables users to search for articles through the widget.\\n* Search bar title: The text shown in the search bar.\\n\\n* [Turing search](#turing-search): Computer answers search queries of the users.\\n* Open articles in Plug: Open your linked articles within the Plug Widget.\\n* Recent conversations: Show recent conversations card on Plug Home.\\n* Recent tickets: Show recent tickets card on Plug Home.\\n* Add a Card: Create a Spotlight card to announce or",
+        "title": "Plug widget customization | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-3109_KNOWLEDGE_NODE-24",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Configuration](#configuration)\\n* [Styling](#styling)\\n* [Layout](#layout)\\n* [\\\\*\\\\*Turing search\\\\*\\\\*](#turing-search)\\n* [Spotlight cards](#spotlight-cards)\\n* [Add a spotlight card](#add-a-spotlight-card)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Your Customers](/docs/plug)\\n[Plug widget customization](/docs/plug/customize)\\n\\nPlug widget customization\\n=========================\\n\\nYou can customize the look and feel of your",
+        "title": "Plug widget customization | Computer for Your Customers | DevRev"
+      },
+      {
+        "id": "ART-10697_KNOWLEDGE_NODE-31",
+        "text": "boosting engagement and reducing repetitive inquiries. To enable Plug, go to **Settings > Portal Settings**, activate Plug widget, and **Save** and **Publish**.\\n\\n![]()\\xc2\\xa0For more information about *Support App*, refer to the following articles: \\xe2\\x80\\xa3 [Support snap-ins | Support](/docs/product/snapins-support) \\xe2\\x80\\xa3 [Support best practices | Support](/docs/product/support-bp) \\xe2\\x80\\xa3 [Support](/docs/product/support) \\xe2\\x80\\xa3",
+        "title": "February 2025 | Changelog | DevRev"
+      },
+      {
+        "id": "ART-1360_KNOWLEDGE_NODE-1",
+        "text": "application/json\" \\\\ |\\n| > | -d \\'{}\\' |\\n```\\n\\n[Try it](/api-reference/parts/update?explorer=true)\\n\\n200Successful\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"part\": { |\\n| 3 | \"created_by\": { |\\n| 4 | \"display_id\": \"string\", |\\n| 5 | \"id\": \"string\", |\\n| 6 | \"display_name\": \"string\", |\\n| 7 | \"display_picture\": { |\\n| 8 | \"display_id\": \"string\", |\\n| 9 | \"id\": \"string\", |\\n| 10 | \"file\": { |\\n| 11 | \"type\": \"string\", |\\n| 12 | \"name\": \"string\", |\\n| 13 | \"size\": 1 |\\n| 14 | } |\\n| 15",
+        "title": "Update Part | DevRev | Docs"
+      },
+      {
+        "id": "ART-1290_KNOWLEDGE_NODE-17",
+        "text": "[Card](/snapin-development/references/snapkit#card) snap.\\n\\n![]()\\n\\n```\\n|  |  |\\n| --- | --- |\\n| 1 | { |\\n| 2 | \"elements\": [ |\\n| 3 | { |\\n| 4 | \"direction\": \"row\", |\\n| 5 | \"elements\": [ |\\n| 6 | { |\\n| 7 | \"action_id\": \"PRIMARY\", |\\n| 8 | \"action_type\": \"remote\", |\\n| 9 | \"style\": \"primary\", |\\n| 10 | \"text\": { |\\n| 11 | \"text\": \"PRIMARY\", |\\n| 12 | \"type\": \"plain_text\" |\\n| 13 | }, |\\n| 14 | \"type\": \"button\", |\\n| 15 | \"value\": \"PRIMARY\" |\\n| 16 | }, |\\n| 17 | { |\\n| 18 | \"action_id\":",
+        "title": "Snapkit | DevRev | Docs"
+      },
+      {
+        "id": "ART-2897_KNOWLEDGE_NODE-24",
+        "text": "\"Credit Card\",  \\n    6| \"expiry_date\" : \"2024-12-12\"  \\n    7| }  \\n    8| window.plugSDK.trackEvent(\"signed_up\",properties)\\n[/code]  \\n  \\nTo learn more about tracking events, visit [Track events](/public/sdks/web/track-events).\\n\\n## Restart session recording\\n\\nThe `restartSessionRecording` method is used to restart session recording.\\n\\n[code]\\n\\n    1| window.plugSDK.restartSessionRecording();  \\n    ---|---\\n[/code]  \\n  \\nWas this page helpful?YesNo\\n\\n[Custom implementationUp",
+        "title": "Methods \u2014 DevRev | Docs"
+      },
+      {
+        "id": "ART-15496_KNOWLEDGE_NODE-1",
+        "text": "SDK](/sdks/web/installation)\\n\\nCustom implementation\\n=====================\\n\\nCopy page\\n\\nPlug has a completely [no-code way](https://docs.devrev.ai/plug/customize#branding-style-and-layout) of changing the look and interaction of your widget. In case you wish to make your Plug widget more interactive and customized to how your app is structured, you can use these customization properties to set up your widget.\\n\\n##### \\n\\nIf you have customized these properties of the widget through the",
+        "title": "Custom implementation | DevRev | Docs"
+      },
+      {
+        "id": "ART-15506_KNOWLEDGE_NODE-25",
+        "text": "8 | }) |\\n```\\n\\n##### \\n\\nNote that the `updateIdentity` method cannot be used to update the `user_ref` of the user. In order to change the identity of the user completely to a new one, you need to re-initialize Plug. See the [Changing the user identity](/sdks/web/user-identity#changing-the-user-identity) section for more details.\\n\\nChanging the user identity\\n--------------------------\\n\\nAs described in the above sections, to identify a user, you need to initialize the Plug SDK with the",
+        "title": "Identify your users with Plug | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "d6d34473-26e0-4c4b-90c4-e3e3d8ac6892",
+    "query": "ticket resolution time close to breach after ticket resolved",
+    "retrievals": [
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-48",
+        "text": "engineer can directly close and cancel such tickets.\\n* *Accepted* (A)\\n\\n  The ticket requires a new feature development on the platform for resolution. However, there is no active work on the ticket but the feature addition required to meet the ticket will be done in the future. This stage is added to ensure that feature requests do not linger in the APA queue and to ensure that the right features are prioritized during roadmap planning.\\n* *Resolved* (R)\\n\\n  The goal target stage for",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "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 engineer. In certain scenarios, a ticket may have been created by accident and may be canceled by the creator. In other scenarios, garbage tickets may be created through automation or because of spam. Automation or the customer experience",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-43",
+        "text": "tickets that have been in breach for more than one hour.\\n  + **Over a day**: Filters all tickets that have been in breach for more than one day.\\n  + **Custom**: Filters all tickets that have been in breach from a given date.\\n* **Will breach in**:\\n\\n  + **Any**: Filters all tickets that are currently not in breach.\\n  + **Over an hour**: Filters all tickets that have less than 1 hour left for breach.\\n  + **Over a day**: Filters all tickets that have less than 1 day left for breach.\\n  +",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1979_KNOWLEDGE_NODE-41",
+        "text": "progress\\n\\n\\n\\nOpen\\n\\n\\n\\nEscalate\\n\\n\\n\\nValidate the fix\\n\\n\\n\\nAdditional detail needed\\n\\n\\n\\nCustomer responds\\n\\n\\n\\nStart\\n\\n\\n\\nFeature request accepted\\n\\n\\n\\nResolved\\n\\n\\n\\nNot valid\\n\\n\\n\\nQueued\\n\\n\\n\\nWork in progress\\n\\n\\n\\nAwaiting product assist\\n\\n\\n\\nAwaiting development\\n\\n\\n\\nAwating customer response\\n\\n\\n\\nIn development\\n\\n\\n\\nAccepted\\n\\n\\n\\nResolved\\n\\n\\n\\nCanceled\\n```\\n\\n**Open**\\n\\n* *Queued* (Q)\\n  The initial stage for all tickets. When a new ticket is created,",
+        "title": "Tickets | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-2012_KNOWLEDGE_NODE-24",
+        "text": "customer comments on permanently closed tickets. It allows you to configure the time after which a ticket stage should be marked as closed and creates a new follow-up ticket along with all the attachments and a custom message to let the customers know that the ticket is permanently closed automatically if required.\\n\\nFor more information, refer to the [Follow-up ticket snap-in](https://marketplace.devrev.ai/followup?) on the DevRev marketplace.\\n\\nLet\\xe2\\x80\\x99s say your ticket has the",
+        "title": "Follow-up ticket | Automate | Snap-ins | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-41",
+        "text": "resolution is due in one day, the vista displays five minutes. In the case where the first response isn't provided within five minutes, the timer displays negative values (such as -10m), which indicates that it's been 10 minutes since the first response was due. Conversations or tickets can also be grouped by SLA stages.\\n\\nIn the **Detailed View**, all metrics applied to the ticket or conversation can be viewed along with their current stage.\\n\\nFiltering tickets by Next SLA",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1981_KNOWLEDGE_NODE-32",
+        "text": "assigned; tickets should be assigned only to revenue team members.\\n\\nManage tickets\\n--------------\\n\\n* Regularly follow up with the customer on any ticket in the *awaiting customer* stage. If no response is forthcoming in a reasonable amount of time as defined by your SLA, mark the ticket as *resolved*.\\n* Critically assess the severity of the ticket according to the impact on the customer\\xe2\\x80\\x99s business. Blockers are those tickets that are critical to customer adoption or operations.",
+        "title": "Support best practices | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1986_KNOWLEDGE_NODE-36",
+        "text": "conversations:\\n\\n**Tickets**\\n\\n| Metric | Default conditions | Start event | End event | Pause event | Resume event |\\n| --- | --- | --- | --- | --- | --- |\\n| First response time | * Ticket created by a customer  * The ticket was created by a customer experience engineer but reported by a customer | Ticket created | * The agent added a comment to the customer chat  * The ticket is moved to Awaiting Customer Response, or the ticket is closed |  |  |\\n| Next response time | * Ticket created by",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "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| --- | --- | --- | --- | --- | --- |\\n| First response time | The first message sent by a customer | Conversation created | * The agent replied to the conversation  * The conversation is moved to Waiting on User/Resolved  * The conversation is",
+        "title": "Service-level agreement | Computer for Support Teams | DevRev"
+      },
+      {
+        "id": "ART-1975_KNOWLEDGE_NODE-25",
+        "text": "insights\\n===============\\n\\n* **Tickets created**\\n\\n  The number of tickets created within the date range that meet the other filtering criteria.\\n* **Active tickets**\\n\\n  The number of tickets that are in the Open or In Progress state.\\n* **Closed tickets**\\n\\n  The number of tickets closed within the date range that meet the other filtering criteria.\\n* **Average resolution time**\\n\\n  The average time taken to resolve tickets.\\n* **Median resolution time**\\n\\n  The median time taken to",
+        "title": "Ticket insights | Support analytics | Computer for Support Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "b580c85d-067a-47f0-951d-58b0360254a1",
+    "query": "link single contact to multiple accounts using csv import",
+    "retrievals": [
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-26",
+        "text": "the sample CSV.\\n\\n   ![]()\\n\\n   Columns with headers that do not conform to the predefined schema will not be imported.\\n4. In the dialog box, upload the populated CSV file.\\n5. (Optional) Configure import settings.\\n\\n   * **Add tags to identify new imports**: Attach any existing tags to new imports for easy identification post-import.\\n   * **Update existing accounts**: Select to update existing accounts by appending new values, rather than creating new objects.\\n6. Click **Import** to",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-25",
+        "text": "contact import\\n==========================\\n\\nYou can upload and manage accounts and contacts by importing data from CSV files.\\n\\n![]()\\n\\nImport data\\n-----------\\n\\n1. Go to the top-right corner of the **Accounts and Contacts** vista and click the \\xe2\\x9a\\xa1 button.\\n2. Click **Download sample CSV**. The sample CSV file includes all the necessary headers and sample values supported by DevRev.\\n3. Open the downloaded sample CSV file. Fill in the required headers and values as specified in",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-30",
+        "text": "CSV import feature currently supports a maximum of 500 rows per request. For larger datasets, split the CSV into smaller files containing up to 500 rows each.\\n\\nTroubleshooting\\n---------------\\n\\nThe following table describes the errors you may encounter during import and how to troubleshoot them:\\n\\n| Error | Resolution |\\n| --- | --- |\\n| Invalid format for phone numbers | Validate the phone number is in E164 Format. For example, +12014631690. |\\n| Tags not found in organization |",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-28",
+        "text": "a database identifier or an email address.)\\n* account\\\\_external\\\\_reference (the external reference of the contact\\'s parent account)\\n\\n### Array fields\\n\\nFor fields that accept multiple values, such as **owners** and **industry**, values should be separated by commas (,). For example, Agriculture and Forestry should be written as Agriculture,Forestry.\\n\\n![]()\\n\\nIf a value contains a comma, enclose it in backticks. For example, enter \"Rail, Bus & Taxi\" as `Rail, Bus & Taxi`.\\n\\n###",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-27",
+        "text": "initiate the process. Notifications about successful imports and any errors will appear in the form of toasts at the bottom left.\\n\\nCSV file requirements\\n---------------------\\n\\n### Mandatory fields\\n\\nTo ensure a successful import, certain fields are required.\\n\\n**Accounts**:\\n\\n* display\\\\_name\\n* external\\\\_refs (a unique identifier for the account, such as the company\\'s website domain.)\\n\\n**Contacts:**\\n\\n* display\\\\_name\\n* external\\\\_ref (a unique identifier for the contact, such as",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-32",
+        "text": "required headers | Include headers for the required fields in the CSV. |\\n\\n[PreviousContacts](/docs/product/customers)[NextGrow snap-ins](/docs/product/snapins-grow)\\n\\n#### On this page\\n\\n* [Import data](#import-data)\\n* [CSV file requirements](#csv-file-requirements)\\n* [Mandatory fields](#mandatory-fields)\\n* [Array fields](#array-fields)\\n* [Tags](#tags)\\n* [Owner fields](#owner-fields)\\n* [Limitations](#limitations)\\n* [Troubleshooting](#troubleshooting)\\n\\n[Enterprise grade security to",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "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 mandatory fields in the CSV. |\\n| Found non utf-8 character | Export the CSV with UTF-8 encoding. |\\n| Input CSV has no rows | Ensure the CSV contains data rows. |\\n| No user found with email | Ensure the email is correct and not a name. |\\n| Missing",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-11",
+        "text": "uploader](/docs/automations/csv-work-item-uploader)\\n    - [CSV comments uploader](/docs/automations/csv-comments-uploader)\\n    - [CSV commands uploader](/docs/automations/csv-commands-uploader)\\n    - [Descope identity validation](/docs/automations/descope-identity-validation)\\n    - [Effort logger](/docs/automations/effort-logger)\\n    - [HTTP archive file upload & sanitization](/docs/automations/har-sanitization)\\n    - [Link preview](/docs/automations/link-preview)\\n    - [Org tags",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-29",
+        "text": "Tags\\n\\nEnsure all tags listed in the CSV file already exist within the application. Tags are not created automatically during the import process to prevent errors and maintain control. For example, if your CSV contains a tag in the tags.name column such as Q3FY25\\\\_CSS\\\\_Forum\\\\_Bay\\\\_Area, ensure to create the tag in the system first.\\n\\n### Owner fields\\n\\nFor accounts, owner information must be provided in email format. Avoid using names or display names.\\n\\nLimitations\\n-----------\\n\\nThe",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      },
+      {
+        "id": "ART-2575_KNOWLEDGE_NODE-24",
+        "text": "[Product demos](/docs/DevRevU/demos)\\n\\nOn this page\\n\\n* [Import data](#import-data)\\n* [CSV file requirements](#csv-file-requirements)\\n* [Mandatory fields](#mandatory-fields)\\n* [Array fields](#array-fields)\\n* [Tags](#tags)\\n* [Owner fields](#owner-fields)\\n* [Limitations](#limitations)\\n* [Troubleshooting](#troubleshooting)\\n\\n1. [Documentation](/docs)\\n3. [Computer for Growth Teams](/docs/product/grow)\\n[Account and contact import](/docs/product/account-contact-import)\\n\\nAccount and",
+        "title": "Account and contact import | Computer for Growth Teams | DevRev"
+      }
+    ]
+  },
+  {
+    "query_id": "7d261079-de51-43c9-a138-dd4d688efa84",
+    "query": "how to build an agent",
+    "retrievals": [
+      {
+        "id": "ART-15618_KNOWLEDGE_NODE-9",
+        "text": "reduced barriers to entry\\n\\nAgentExchange Marketplace : Largest marketplace of ready-made agents, actions, and topics for faster deployment\\n\\nEnterprise Security : Field-based data masking, RBAC, Einstein Trust Layer battle-tested at Fortune 100 scale\\n\\nMultilingual Support : Supports AI prompts and agent behavior across 25+ languages natively\\n\\nNative Integrations : Extensive integration ecosystem due to market dominance and longevity\\n\\nAdvanced Tooling : Deep debugging tools, bulk",
+        "title": "SF Agentforce - Competitive - for the PLuG on website"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-69",
+        "text": "data.\\n\\n  * Define your agent\\xe2\\x80\\x99s specific goal and purpose.\\n  * Write clear instructions for its operation.\\n  * Connect your business knowledge and existing workflows.\\n\\nEvery team gains powerful capabilities without technical skills. It\\xe2\\x80\\x99s like having expert analysts and operators working 24/7.\\n\\nNeed to route customer requests? Create sales materials? Recommend support actions? All possible without writing a single line of code, including the generation of original",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+      },
+      {
+        "id": "ART-15618_KNOWLEDGE_NODE-15",
+        "text": "behavior\\n\\nDevRev : AI-native architecture offering outcome-driven workflows and intuitive, conversational agents User Experience\\n\\nAgentforce : Multiple tabs, nested screens, fragmented multi-stage agent creation process\\n\\nDevRev : Consolidated actions, modern agent-first UX, single cohesive screen for agent building Learning Capabilities\\n\\nAgentforce : Manual improvements, no learning from real usage or customer interactions\\n\\nDevRev : Auto-learning by identifying knowledge gaps",
+        "title": "SF Agentforce - Competitive - for the PLuG on website"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-19",
+        "text": "interact with the agentic AI system using natural language. Unlike traditional systems requiring precise commands, you communicate conversationally. The autonomous agents interpret your intent and may ask clarifying questions.\\n  2. **Agent system plans, allocates, and executes work:** The system transforms your request into [structured workflows](/blog/native-workflow-engine), dividing it into tasks and subtasks. A managing component assigns these to specialized subagents.\\n  3. **Agent system",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+      },
+      {
+        "id": "ART-15618_KNOWLEDGE_NODE-10",
+        "text": "testing via CSV uploads, auto-generation of test cases\\n\\nOutbound Capabilities : Supports automated outreach campaigns and lead nurturing sequences\\n\\nRich UI Elements : Agents can display buttons, forms, and visuals across different platforms\\n\\nMuleSoft Integration : Can turn existing APIs into agent actions using plain language Agentforce Weaknesses\\n\\nForced Migration : With Live Agent being deprecated, customers are pushed toward Agentforce with a \"take it or leave it\"",
+        "title": "SF Agentforce - Competitive - for the PLuG on website"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-39",
+        "text": "agents incorporate medical knowledge and compliance requirements, while financial agents understand regulatory frameworks and transaction patterns.\\n\\n### 3\\\\. Orchestration frameworks\\n\\nOrchestration components coordinate multiple AI agents working together. They manage workflows, handle exceptions, and maintain performance standards. This capability is crucial when deploying complex multi-agent systems across departments.\\n\\n### 4\\\\. Integration capabilities\\n\\nYour platform must connect",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+      },
+      {
+        "id": "ART-15618_KNOWLEDGE_NODE-8",
+        "text": "doesn\\'t inherit legacy tech debt.\\n\\nShield 2: AgentExchange Offers the Largest Marketplace\\n\\nSalesforce buyers can customize and use prebuilt agents across industries, making it easy to go live quickly. DevRev offers a growing set of templates, but the depth and breadth of AgentExchange are currently unmatched. Detailed Strengths and Weaknesses Analysis Agentforce Strengths\\n\\nMarket Position : Service Cloud is one of the most common systems of record, making Agentforce an easy upsell with",
+        "title": "SF Agentforce - Competitive - for the PLuG on website"
+      },
+      {
+        "id": "ART-15618_KNOWLEDGE_NODE-11",
+        "text": "approach\\n\\nPlatform Dependency : Cannot run without Salesforce as system of record, incompatible with modern tools like Zendesk and Intercom\\n\\nComplex Setup : Overwhelms users with dozens of setup steps and dependencies, steep learning curve even for skilled users\\n\\nLegacy Architecture : Built on traditional CRM architecture with rigid underlying schema resulting in slower, more brittle agents\\n\\nPartner Dependency : 70% of implementations require partners, demanding heavy admin",
+        "title": "SF Agentforce - Competitive - for the PLuG on website"
+      },
+      {
+        "id": "ART-13178_KNOWLEDGE_NODE-41",
+        "text": "reasons.\\n\\n### 6\\\\. Development tools\\n\\nThe platform\\xe2\\x80\\x99s development environment significantly impacts customization capabilities. Low-code interfaces enable business users to modify agent behavior without technical expertise. Developer-focused systems offer greater flexibility but require coding skills. DevRev provides both options, supporting different organizational capabilities.\\n\\n### 7\\\\. Pricing structures\\n\\nPricing models vary significantly between vendors.",
+        "title": "Understanding Agentic AI: Capabilities and Implications for the Future"
+      },
+      {
+        "id": "ART-4206_KNOWLEDGE_NODE-4",
+        "text": "create a webhook to receive agent execution events:\\n\\nBashJavaScript\\n\\n```\\n|  |  |\\n| --- | --- |\\n| $ | curl --location \\'https://api.devrev.ai/internal/webhooks.create\\' \\\\ |\\n| > | --header \\'Content-Type: application/json\\' \\\\ |\\n| > | --header \\'Authorization: Bearer <YOUR_API_TOKEN>\\' \\\\ |\\n| > | --data \\'{ |\\n| > | \"url\": \"https://your-application.com/webhook-endpoint\", |\\n| > | \"event_types\": [\"ai_agent_response\"], |\\n| > | \"headers\": [ |\\n| > | { |\\n| > | \"name\": \"x-api-key\", |\\n| >",
+        "title": "Agents async API | DevRev | Docs"
+      }
+    ]
+  },
+  {
+    "query_id": "27785a74-4a2c-44da-90eb-dc3411f865b5",
+    "query": "multiple messages sent quickly AI interpretation delay",
+    "retrievals": [
+      {
+        "id": "ART-990_KNOWLEDGE_NODE-1",
+        "text": "and is a good thing; it alerts us that a fundamental shift is happening, just like the internet had done previously. And, no, this isn\\xe2\\x80\\x99t the beginning of SkyNet.\\n\\n\\n\\nLet\\xe2\\x80\\x99s face it; support is moving to a more asynchronous communication model (a-la chat). With the ability for ChatGPT to \\xe2\\x80\\x9cstream\\xe2\\x80\\x9d messages similar to how a user would, backed by the knowledge of the internet, the result can be a very powerful one-two punch. Plus, it can eliminate a lot",
+        "title": "To AI, or Not to AI for Support, It's Not a Question"
+      },
+      {
+        "id": "ART-990_KNOWLEDGE_NODE-5",
+        "text": "assistance whenever they need it, irrespective of geographical and time zone differences.\\n  For a follow-the-sun model this may be less important, however, if you don\\xe2\\x80\\x99t have this coverage in place, an AI-assist can be extremely valuable to provide coverage between gaps\\n\\n\\nPersonalization\\n\\n\\n  By leveraging natural language processing and machine learning, ChatGPT and similar tools can understand customers\\xe2\\x80\\x99 needs and preferences, providing personalized and contextually",
+        "title": "To AI, or Not to AI for Support, It's Not a Question"
+      },
+      {
+        "id": "ART-990_KNOWLEDGE_NODE-3",
+        "text": "multiple customer queries simultaneously, significantly reducing response times and providing instant support, resulting in higher customer satisfaction levels.\\n  By offloading the initial responses to an intelligent system, you can buffer the amount of time a traditional agent has to respond\\n  This may also help ensure you meet you SLA requirements\\n\\n\\nCost-Effectiveness\\n\\n\\n  AI-driven customer support tools can minimize the need for large customer service teams, reducing operational",
+        "title": "To AI, or Not to AI for Support, It's Not a Question"
+      },
+      {
+        "id": "ART-990_KNOWLEDGE_NODE-9",
+        "text": "While this is likely a edge case, you can easily account for this with logic in the system than can allow the user or system to automatically switch the interaction to a support engineer.\\n\\n\\nLack of empathy\\n\\n\\n  Chatbots may struggle to replicate the empathy and human touch that customer service representatives provide. In sensitive or emotionally charged situations, an AI-driven response may appear impersonal or unsympathetic, negatively impacting customer relations.\\n  This is both a good",
+        "title": "To AI, or Not to AI for Support, It's Not a Question"
+      },
+      {
+        "id": "ART-4206_KNOWLEDGE_NODE-19",
+        "text": "const conversationId = |\\n| 38 | event.payload.ai_agent_response.client_metadata.conversation_id; |\\n| 39 |  |\\n| 40 | if (event.payload.ai_agent_response.agent_response === \"message\") { |\\n| 41 | // Final message |\\n| 42 | const message = event.payload.ai_agent_response.message; |\\n| 43 | sendToClient(conversationId, { |\\n| 44 | type: \"agent_response\", |\\n| 45 | message: message, |\\n| 46 | }); |\\n| 47 | } else if (event.payload.ai_agent_response.agent_response === \"error\") { |\\n| 48 | // Error",
+        "title": "Agents async API | DevRev | Docs"
+      },
+      {
+        "id": "ART-4109_KNOWLEDGE_NODE-5",
+        "text": "Error\\n\\n429\\n\\nToo Many Requests Error\\n\\n500\\n\\nInternal Server Error\\n\\n503\\n\\nService Unavailable Error\\n\\nWas this page helpful?\\n\\nYesNo\\n\\n[Previous](/beta/api-reference/accounts/update)[#### Get Airdrop Sync Unit\\n\\nNext](/beta/api-reference/airdrop/sync-units-get)[Built with](https://buildwithfern.com/?utm_campaign=buildWith&utm_medium=docs&utm_source=developer.devrev.ai)'",
+        "title": "Execute-Async Ai Agents Events | DevRev | Docs"
+      },
+      {
+        "id": "ART-990_KNOWLEDGE_NODE-0",
+        "text": "b'\\n\\n\\n  \\xe2\\x80\\x9cThe greatest danger in times of turbulence is not the turbulence; it is to act with yesterday\\xe2\\x80\\x99s logic.\\xe2\\x80\\x9d - Peter Drucker\\n\\n\\n\\n\\n\\xe2\\x80\\xa6\\n\\nAt this point, you\\xe2\\x80\\x99ve likely been inundated with with the news of AI, LLM, GPT, or ChatGPT. Hint: GPT stands for \"Generative Pre-trained Transformer\". And it likely begs a few questions\\xe2\\x80\\xa6 Is this the start of SkyNet? Will I become irrelevant? And a multitude of others. This anxiety is OK",
+        "title": "To AI, or Not to AI for Support, It's Not a Question"
+      },
+      {
+        "id": "ART-4206_KNOWLEDGE_NODE-20",
+        "text": "occurred |\\n| 49 | sendToClient(conversationId, { |\\n| 50 | type: \"agent_error\", |\\n| 51 | error: event.payload.ai_agent_response.error.error, |\\n| 52 | }); |\\n| 53 | } |\\n| 54 |  |\\n| 55 | res.status(200).send(\"OK\"); |\\n| 56 | }); |\\n```\\n\\n##### \\n\\nUsing WebSockets or Server-Sent Events can provide real-time updates to your\\nUI as events are received.\\n\\n### Talk to agent node in workflows\\n\\n##### \\n\\nThis is in early access, please contact support to have it enabled for you.\\n\\nIf",
+        "title": "Agents async API | DevRev | Docs"
+      },
+      {
+        "id": "ART-990_KNOWLEDGE_NODE-2",
+        "text": "of the \\xe2\\x80\\x9cgrunt work\\xe2\\x80\\x9d (aka work \\xe2\\x80\\x9csuck\\xe2\\x80\\x9d) that support engineers commonly deal with, allowing them to focus on the real problems at hand.\\n\\nAlso, with this evolution to a semi-sentient system, the experience for end-users is far superior, sometimes to the point where you may not even know you\\xe2\\x80\\x99re conversing with a computer.\\n\\nBenefits\\n\\nHere are some of the potential benefits:\\n\\nEfficient Response Times\\n\\n\\n  AI-powered chatbots can handle",
+        "title": "To AI, or Not to AI for Support, It's Not a Question"
+      },
+      {
+        "id": "ART-990_KNOWLEDGE_NODE-8",
+        "text": "natively\\n\\n\\n\\n\\nPotential Risks\\n\\n\\n\\nWhile the use of artificial intelligence and tools like ChatGPT offers numerous benefits in the realm of customer support, it is crucial to consider potential risks that may arise.\\n\\nSome of these risks include:\\n\\nMisunderstandings\\n\\n\\n  AI-driven chatbots might misunderstand complex customer queries or interpret context inaccurately, leading to incorrect or irrelevant responses. This can result in customer frustration and diminished satisfaction.\\n",
+        "title": "To AI, or Not to AI for Support, It's Not a Question"
+      }
+    ]
+  }
+]