From f0a574ba5c0e5d6d5aecba4dd81c4d7996819af1 Mon Sep 17 00:00:00 2001
From: Shreya Mishra <59368657+shrey2003@users.noreply.github.com>
Date: Wed, 11 Mar 2026 07:22:02 -0700
Subject: [PATCH 1/9] Deleted devrev_search.ipynb

---
 devrev_search.ipynb | 1142 -------------------------------------------
 1 file changed, 1142 deletions(-)
 delete mode 100644 devrev_search.ipynb

diff --git a/devrev_search.ipynb b/devrev_search.ipynb
deleted file mode 100644
index 11d47a8..0000000
--- a/devrev_search.ipynb
+++ /dev/null
@@ -1,1142 +0,0 @@
-{
-  "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": 1,
-      "metadata": {},
-      "outputs": [
-        {
-          "name": "stdout",
-          "output_type": "stream",
-          "text": [
-            "/Users/prakharagarwal/devrev/devrev-search-bench/.venv/lib/python3.13/site-packages/tqdm/auto.py:21: TqdmWarning: IProgress not found. Please update jupyter and ipywidgets. See https://ipywidgets.readthedocs.io/en/stable/user_install.html\n",
-            "  from .autonotebook import tqdm as notebook_tqdm\n"
-          ]
-        }
-      ],
-      "source": [
-        "from datasets import load_dataset\n",
-        "import pandas as pd"
-      ]
-    },
-    {
-      "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": 2,
-      "metadata": {},
-      "outputs": [
-        {
-          "name": "stdout",
-          "output_type": "stream",
-          "text": [
-            "Generating train split: 100%|██████████| 291/291 [00:00<00:00, 36370.05 examples/s]"
-          ]
-        },
-        {
-          "name": "stdout",
-          "output_type": "stream",
-          "text": [
-            "DatasetDict({\n",
-            "    train: Dataset({\n",
-            "        features: ['query_id', 'query', 'retrievals'],\n",
-            "        num_rows: 291\n",
-            "    })\n",
-            "})\n"
-          ]
-        },
-        {
-          "name": "stdout",
-          "output_type": "stream",
-          "text": [
-            "\n"
-          ]
-        }
-      ],
-      "source": [
-        "# Load annotated queries\n",
-        "annotated_queries = load_dataset(\"devrev/search\", \"annotated_queries\")\n",
-        "print(annotated_queries)"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": 3,
-      "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": null,
-          "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": 4,
-      "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": null,
-          "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": 5,
-      "metadata": {},
-      "outputs": [
-        {
-          "name": "stdout",
-          "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",
-            "Generating test split: 100%|██████████| 92/92 [00:00<00:00, 35466.54 examples/s]"
-          ]
-        },
-        {
-          "name": "stdout",
-          "output_type": "stream",
-          "text": [
-            "DatasetDict({\n",
-            "    test: Dataset({\n",
-            "        features: ['query_id', 'query'],\n",
-            "        num_rows: 92\n",
-            "    })\n",
-            "})\n"
-          ]
-        },
-        {
-          "name": "stdout",
-          "output_type": "stream",
-          "text": [
-            "\n"
-          ]
-        }
-      ],
-      "source": [
-        "# Load test queries\n",
-        "test_queries = load_dataset(\"devrev/search\", \"test_queries\")\n",
-        "print(test_queries)"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": 6,
-      "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": null,
-          "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": 7,
-      "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": null,
-          "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": 8,
-      "metadata": {},
-      "outputs": [
-        {
-          "name": "stdout",
-          "output_type": "stream",
-          "text": [
-            "Generating corpus split: 100%|██████████| 65224/65224 [00:00<00:00, 1493567.46 examples/s]"
-          ]
-        },
-        {
-          "name": "stdout",
-          "output_type": "stream",
-          "text": [
-            "DatasetDict({\n",
-            "    corpus: Dataset({\n",
-            "        features: ['id', 'text', 'title'],\n",
-            "        num_rows: 65224\n",
-            "    })\n",
-            "})\n"
-          ]
-        },
-        {
-          "name": "stdout",
-          "output_type": "stream",
-          "text": [
-            "\n"
-          ]
-        }
-      ],
-      "source": [
-        "# Load knowledge base\n",
-        "knowledge_base = load_dataset(\"devrev/search\", \"knowledge_base\")\n",
-        "print(knowledge_base)"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": 9,
-      "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": null,
-          "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": 10,
-      "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": null,
-          "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": 11,
-      "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 FAISS\n",
-        "\n",
-        "Use either OpenAI (`text-embedding-3-small`) or Ollama (`qwen3-embedding:0.6b`) embeddings with the same FAISS pipeline."
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": 12,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "try:\n",
-        "    from openai import OpenAI\n",
-        "except ImportError:\n",
-        "    OpenAI = None\n",
-        "\n",
-        "import faiss\n",
-        "import numpy as np\n",
-        "from tqdm import tqdm\n",
-        "import time\n",
-        "import os\n",
-        "import json\n",
-        "import pickle"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": 14,
-      "metadata": {},
-      "outputs": [
-        {
-          "name": "stdout",
-          "output_type": "stream",
-          "text": [
-            "Using model: qwen3-embedding:0.6b\n",
-            "Provider: ollama\n"
-          ]
-        }
-      ],
-      "source": [
-        "# Embedding backend configuration\n",
-        "# Switch this to \"ollama\" to run the same FAISS pipeline locally.\n",
-        "EMBEDDING_PROVIDER = \"ollama\"  # \"openai\" | \"ollama\"\n",
-        "\n",
-        "OPENAI_MODEL_ID = \"text-embedding-3-small\"\n",
-        "OLLAMA_MODEL_ID = \"qwen3-embedding:0.6b\"\n",
-        "\n",
-        "client = None\n",
-        "if EMBEDDING_PROVIDER == \"openai\":\n",
-        "    if OpenAI is None:\n",
-        "        raise ImportError(\"openai package is not installed. Run: pip install openai\")\n",
-        "\n",
-        "    # Set your API key as an environment variable: export OPENAI_API_KEY=\"your-key-here\"\n",
-        "    OPENAI_API_KEY = os.environ.get(\"OPENAI_API_KEY\")\n",
-        "    if not OPENAI_API_KEY:\n",
-        "        raise ValueError(\"Please set OPENAI_API_KEY when EMBEDDING_PROVIDER='openai'\")\n",
-        "\n",
-        "    client = OpenAI(api_key=OPENAI_API_KEY)\n",
-        "    MODEL_ID = OPENAI_MODEL_ID\n",
-        "elif EMBEDDING_PROVIDER == \"ollama\":\n",
-        "    import ollama\n",
-        "    MODEL_ID = OLLAMA_MODEL_ID\n",
-        "else:\n",
-        "    raise ValueError(\"EMBEDDING_PROVIDER must be either 'openai' or 'ollama'\")\n",
-        "\n",
-        "print(f\"Using model: {MODEL_ID}\")\n",
-        "print(f\"Provider: {EMBEDDING_PROVIDER}\")"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": 15,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "def get_embedding_openai(text: str) -> np.ndarray:\n",
-        "    response = client.embeddings.create(\n",
-        "        model=MODEL_ID,\n",
-        "        input=text\n",
-        "    )\n",
-        "    return np.array(response.data[0].embedding, dtype=np.float32)\n",
-        "\n",
-        "\n",
-        "def get_embedding_ollama(text: str) -> np.ndarray:\n",
-        "    response = ollama.embed(\n",
-        "        model=MODEL_ID,\n",
-        "        input=text,\n",
-        "    )\n",
-        "    embeddings = response.embeddings if hasattr(response, \"embeddings\") else response[\"embeddings\"]\n",
-        "    embedding = embeddings[0] if embeddings and isinstance(embeddings[0], list) else embeddings\n",
-        "    return np.array(embedding, dtype=np.float32)\n",
-        "\n",
-        "\n",
-        "def get_embedding(text: str) -> np.ndarray:\n",
-        "    \"\"\"Get embedding for a single text using the configured provider.\"\"\"\n",
-        "    if EMBEDDING_PROVIDER == \"openai\":\n",
-        "        return get_embedding_openai(text)\n",
-        "    return get_embedding_ollama(text)"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": 16,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "def get_embeddings_batch(texts: list) -> np.ndarray:\n",
-        "    \"\"\"Get embeddings for a batch of texts using the configured provider.\"\"\"\n",
-        "    if EMBEDDING_PROVIDER == \"openai\":\n",
-        "        response = client.embeddings.create(\n",
-        "            model=MODEL_ID,\n",
-        "            input=texts\n",
-        "        )\n",
-        "        return np.array([d.embedding for d in response.data], dtype=np.float32)\n",
-        "\n",
-        "    # Ollama Python client does not provide a stable batch API shape across versions,\n",
-        "    # so we embed one-by-one and stack.\n",
-        "    return np.vstack([get_embedding_ollama(text) for text in texts]).astype(np.float32)"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": 17,
-      "metadata": {},
-      "outputs": [
-        {
-          "name": "stdout",
-          "output_type": "stream",
-          "text": [
-            "Provider: ollama\n",
-            "Test embedding shape: (1024,)\n",
-            "Embedding dimension: 1024\n",
-            "First 5 values: [-0.02046742 -0.02415173 -0.00554356 -0.05601534 -0.00608756]\n"
-          ]
-        }
-      ],
-      "source": [
-        "# Test the configured embedding provider\n",
-        "test_embedding = get_embedding(\"This is a test sentence.\")\n",
-        "print(f\"Provider: {EMBEDDING_PROVIDER}\")\n",
-        "print(f\"Test embedding shape: {test_embedding.shape}\")\n",
-        "print(f\"Embedding dimension: {len(test_embedding)}\")\n",
-        "print(f\"First 5 values: {test_embedding[:5]}\")"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": 19,
-      "metadata": {},
-      "outputs": [
-        {
-          "name": "stderr",
-          "output_type": "stream",
-          "text": [
-            "Preparing documents: 100%|██████████| 65224/65224 [00:00<00:00, 97638.25it/s] "
-          ]
-        },
-        {
-          "name": "stdout",
-          "output_type": "stream",
-          "text": [
-            "\n",
-            "Total documents: 65,224\n",
-            "\n",
-            "Sample document:\n",
-            "Sync fails when original sync owners loses permissions\n",
-            "\n",
-            "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 s\n"
-          ]
-        },
-        {
-          "name": "stderr",
-          "output_type": "stream",
-          "text": [
-            "\n"
-          ]
-        }
-      ],
-      "source": [
-        "# Prepare documents: concatenate title with text\n",
-        "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",
-        "    # Concatenate title and text\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",
-        "print(f\"\\nSample document:\")\n",
-        "print(documents[0][:500])"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": 20,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "def get_all_embeddings(texts, batch_size=100, max_retries=3):\n",
-        "    \"\"\"Get embeddings for all texts using the configured provider.\"\"\"\n",
-        "    all_embeddings = []\n",
-        "    embedding_dim = None\n",
-        "\n",
-        "    for i in tqdm(range(0, len(texts), batch_size), desc=\"Generating embeddings\"):\n",
-        "        batch = texts[i:i + batch_size]\n",
-        "\n",
-        "        # Keep OpenAI requests under practical input limits.\n",
-        "        if EMBEDDING_PROVIDER == \"openai\":\n",
-        "            batch = [text[:8000] if len(text) > 8000 else text for text in batch]\n",
-        "\n",
-        "        retries = 0\n",
-        "        while retries < max_retries:\n",
-        "            try:\n",
-        "                embeddings = get_embeddings_batch(batch)\n",
-        "                if embedding_dim is None:\n",
-        "                    embedding_dim = embeddings.shape[1]\n",
-        "                all_embeddings.append(embeddings)\n",
-        "                break\n",
-        "            except Exception as e:\n",
-        "                retries += 1\n",
-        "                if retries >= max_retries:\n",
-        "                    print(f\"Error embedding batch {i}: {e}\")\n",
-        "                    fallback_dim = embedding_dim if embedding_dim is not None else len(get_embedding(\"dimension probe\"))\n",
-        "                    all_embeddings.append(np.zeros((len(batch), fallback_dim), dtype=np.float32))\n",
-        "                else:\n",
-        "                    print(f\"Retry {retries} for batch {i}...\")\n",
-        "                    time.sleep(2)\n",
-        "\n",
-        "        time.sleep(0.1)  # light rate limiting\n",
-        "\n",
-        "    return np.vstack(all_embeddings)"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": null,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "# Generate embeddings for all documents\n",
-        "print(\"Generating embeddings for knowledge base...\")\n",
-        "print(f\"Total documents: {len(documents):,}\")\n",
-        "print(\"Using batch processing for efficiency...\")\n",
-        "\n",
-        "# For testing, use a subset (uncomment for all documents)\n",
-        "# documents_to_embed = documents[:100]  # Test with first 100 docs\n",
-        "documents_to_embed = documents  # All documents\n",
-        "\n",
-        "embeddings = get_all_embeddings(documents_to_embed, batch_size=10)\n",
-        "print(f\"\\nEmbeddings shape: {embeddings.shape}\")\n",
-        "\n",
-        "# Save embeddings\n",
-        "np.save(\"embeddings.npy\", embeddings)\n",
-        "print(\"Embeddings saved to embeddings.npy\")"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": null,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "# Load embeddings if already saved\n",
-        "# embeddings = np.load(\"embeddings.npy\")\n",
-        "# print(f\"Loaded embeddings shape: {embeddings.shape}\")"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": null,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "# Create FAISS index\n",
-        "embedding_dim = embeddings.shape[1]\n",
-        "print(f\"Creating FAISS index with dimension: {embedding_dim}\")\n",
-        "\n",
-        "# Normalize embeddings for cosine similarity\n",
-        "embeddings_normalized = embeddings.copy().astype('float32')\n",
-        "faiss.normalize_L2(embeddings_normalized)\n",
-        "\n",
-        "# Create the index using IndexFlatIP for inner product (cosine similarity with normalized vectors)\n",
-        "index = faiss.IndexFlatIP(embedding_dim)\n",
-        "index.add(embeddings_normalized)\n",
-        "\n",
-        "print(f\"Index created with {index.ntotal:,} vectors\")"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": null,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "# Save the index and document mapping\n",
-        "INDEX_DIR = \"faiss_index\"\n",
-        "os.makedirs(INDEX_DIR, exist_ok=True)\n",
-        "\n",
-        "# Save FAISS index\n",
-        "faiss.write_index(index, os.path.join(INDEX_DIR, \"knowledge_base.index\"))\n",
-        "\n",
-        "# Save document mapping\n",
-        "with open(os.path.join(INDEX_DIR, \"doc_mapping.pkl\"), \"wb\") as f:\n",
-        "    pickle.dump({\n",
-        "        \"doc_ids\": doc_ids,\n",
-        "        \"documents\": documents,\n",
-        "        \"doc_titles\": doc_titles,\n",
-        "        \"doc_texts\": doc_texts\n",
-        "    }, f)\n",
-        "\n",
-        "print(f\"✓ Index saved to {INDEX_DIR}/knowledge_base.index\")\n",
-        "print(f\"✓ Document mapping saved to {INDEX_DIR}/doc_mapping.pkl\")"
-      ]
-    },
-    {
-      "cell_type": "markdown",
-      "metadata": {},
-      "source": [
-        "## 6. Search the Knowledge Base"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": null,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "def search(query: str, k: int = 5):\n",
-        "    \"\"\"Search the knowledge base for relevant documents.\"\"\"\n",
-        "    query_embedding = get_embedding(query).astype('float32')\n",
-        "    query_embedding = query_embedding.reshape(1, -1)\n",
-        "    faiss.normalize_L2(query_embedding)\n",
-        "    \n",
-        "    scores, indices = index.search(query_embedding, k)\n",
-        "    \n",
-        "    results = []\n",
-        "    for i, (score, idx) in enumerate(zip(scores[0], indices[0])):\n",
-        "        results.append({\n",
-        "            \"rank\": i + 1,\n",
-        "            \"score\": float(score),\n",
-        "            \"id\": doc_ids[idx],\n",
-        "            \"title\": doc_titles[idx],\n",
-        "            \"text\": doc_texts[idx]\n",
-        "        })\n",
-        "    \n",
-        "    return results"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": null,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "# Test search with a sample query\n",
-        "query = \"How do I set up AirSync?\"\n",
-        "results = search(query, k=5)\n",
-        "\n",
-        "print(f\"Query: {query}\")\n",
-        "print(\"=\" * 60)\n",
-        "\n",
-        "for r in results:\n",
-        "    print(f\"\\n[Rank {r['rank']}] Score: {r['score']:.4f}\")\n",
-        "    print(f\"Doc ID: {r['id']}\")\n",
-        "    print(f\"Title: {r['title']}\")\n",
-        "    print(f\"Text: {r['text'][:300]}...\")\n",
-        "    print(\"-\" * 40)"
-      ]
-    },
-    {
-      "cell_type": "markdown",
-      "metadata": {},
-      "source": [
-        "---\n",
-        "## 7. Run Evaluation on Test Queries\n",
-        "\n",
-        "Run search against all test queries and save results in the same format as annotated_queries."
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": null,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "# Run search on all test queries - DIRECT VERSION (no dependency on search function)\n",
-        "TOP_K = 10  # Number of retrievals per query\n",
-        "\n",
-        "# Get corpus data for lookups\n",
-        "corpus_data = knowledge_base[\"corpus\"]\n",
-        "\n",
-        "test_results = []\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",
-        "    # Get query embedding directly\n",
-        "    query_embedding = get_embedding(query).astype('float32').reshape(1, -1)\n",
-        "    faiss.normalize_L2(query_embedding)\n",
-        "    \n",
-        "    # Search FAISS index\n",
-        "    scores, indices = index.search(query_embedding, TOP_K)\n",
-        "    \n",
-        "    # Format retrievals using corpus data directly\n",
-        "    retrievals = []\n",
-        "    for idx in indices[0]:\n",
-        "        doc = corpus_data[int(idx)]\n",
-        "        retrievals.append({\n",
-        "            \"id\": doc[\"id\"],\n",
-        "            \"text\": doc[\"text\"],\n",
-        "            \"title\": doc[\"title\"]\n",
-        "        })\n",
-        "    \n",
-        "    test_results.append({\n",
-        "        \"query_id\": query_id,\n",
-        "        \"query\": query,\n",
-        "        \"retrievals\": retrievals\n",
-        "    })\n",
-        "\n",
-        "print(f\"\\nProcessed {len(test_results)} test queries\")"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": null,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "# Preview a sample result\n",
-        "import json\n",
-        "print(\"Sample result:\")\n",
-        "print(json.dumps(test_results[0], indent=2, default=str)[:1500])"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": null,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "# Save results to JSON file\n",
-        "OUTPUT_FILE = \"test_queries_results.json\"\n",
-        "\n",
-        "with open(OUTPUT_FILE, \"w\") as f:\n",
-        "    json.dump(test_results, f, indent=2)\n",
-        "\n",
-        "print(f\"✓ Results saved to {OUTPUT_FILE}\")\n",
-        "print(f\"  - {len(test_results)} queries\")\n",
-        "print(f\"  - {TOP_K} retrievals per query\")"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": null,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "# Also save as a parquet file for easier loading\n",
-        "results_df = pd.DataFrame(test_results)\n",
-        "results_df.to_parquet(\"test_queries_results.parquet\", index=False)\n",
-        "print(\"✓ Results also saved to test_queries_results.parquet\")"
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": null,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "# Display results summary\n",
-        "print(\"=\" * 60)\n",
-        "print(\"Test Queries Results Summary\")\n",
-        "print(\"=\" * 60)\n",
-        "print(f\"Total queries: {len(test_results)}\")\n",
-        "print(f\"Retrievals per query: {TOP_K}\")\n",
-        "print(f\"\\nOutput files:\")\n",
-        "print(f\"  - test_queries_results.json\")\n",
-        "print(f\"  - test_queries_results.parquet\")\n",
-        "print(\"\\nFormat matches annotated_queries structure:\")\n",
-        "print(\"  - query_id: string\")\n",
-        "print(\"  - query: string\")\n",
-        "print(\"  - retrievals: list of {id, text, title}\")"
-      ]
-    },
-    {
-      "cell_type": "markdown",
-      "metadata": {},
-      "source": [
-        "## 8. Load Saved Index (Optional)\n",
-        "Use this to load a previously saved index without re-embedding."
-      ]
-    },
-    {
-      "cell_type": "code",
-      "execution_count": null,
-      "metadata": {},
-      "outputs": [],
-      "source": [
-        "# Load saved index and mapping\n",
-        "# INDEX_DIR = \"faiss_index\"\n",
-        "# index = faiss.read_index(os.path.join(INDEX_DIR, \"knowledge_base.index\"))\n",
-        "# with open(os.path.join(INDEX_DIR, \"doc_mapping.pkl\"), \"rb\") as f:\n",
-        "#     mapping = pickle.load(f)\n",
-        "#     doc_ids = mapping[\"doc_ids\"]\n",
-        "#     documents = mapping[\"documents\"]\n",
-        "#     doc_titles = mapping[\"doc_titles\"]\n",
-        "#     doc_texts = mapping[\"doc_texts\"]\n",
-        "# print(f\"Loaded index with {index.ntotal:,} vectors\")"
-      ]
-    }
-  ],
-  "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": "3.13.2"
-    }
-  },
-  "nbformat": 4,
-  "nbformat_minor": 4
-}

From c26d85c98691e1952d38045401a3d511173da108 Mon Sep 17 00:00:00 2001
From: Shreya Mishra <59368657+shrey2003@users.noreply.github.com>
Date: Wed, 11 Mar 2026 19:54:42 +0530
Subject: [PATCH 2/9] Added Hybrid Search pipeline

These are the details for my current pipeline

System Description: Hybrid Search pipeline combining dense embeddings (VoyageAI voyage-4-large 2048-dim) via Alibaba's Zvec database, with sparse lexical retrieval (BM25), fused together and passed through a cross-encoder reranker (VoyageAI Rerank-2.5).
System Type: Hybrid / RAG Retriever
Open Source: Not open source (rerankers and the embedding models are closed source, vector db and sparse retrieval is open source)
---
 devrev_search.ipynb | 1106 +++++++++++++++++++++++++++++++++++++++++++
 1 file changed, 1106 insertions(+)
 create mode 100644 devrev_search.ipynb

diff --git a/devrev_search.ipynb b/devrev_search.ipynb
new file mode 100644
index 0000000..b440c79
--- /dev/null
+++ b/devrev_search.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
+}

From 431eb8f570de9cb0b543565fc6f4b40a4fcc603e Mon Sep 17 00:00:00 2001
From: Shreya Mishra <59368657+shrey2003@users.noreply.github.com>
Date: Wed, 11 Mar 2026 07:26:33 -0700
Subject: [PATCH 3/9] renamed original file to avoid confusion

---
 test_queries_results.json => test_queries_results_original.json | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)
 rename test_queries_results.json => test_queries_results_original.json (99%)

diff --git a/test_queries_results.json b/test_queries_results_original.json
similarity index 99%
rename from test_queries_results.json
rename to test_queries_results_original.json
index 74c199a..e5bb070 100644
--- a/test_queries_results.json
+++ b/test_queries_results_original.json
@@ -5151,4 +5151,4 @@
       }
     ]
   }
-]
\ No newline at end of file
+]

From beb859d7792b5f3c8a2f6e8fba9d257aca9b6c76 Mon Sep 17 00:00:00 2001
From: Shreya Mishra <59368657+shrey2003@users.noreply.github.com>
Date: Wed, 11 Mar 2026 19:58:01 +0530
Subject: [PATCH 4/9] Added test queries result for the current hybrid pipeline

---
 test_queries_results.json | 5154 +++++++++++++++++++++++++++++++++++++
 1 file changed, 5154 insertions(+)
 create mode 100644 test_queries_results.json

diff --git a/test_queries_results.json b/test_queries_results.json
new file mode 100644
index 0000000..dcc8c32
--- /dev/null
+++ b/test_queries_results.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.\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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).\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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:\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "4d9878e8-f746-4df5-8bf6-f9444989b385",
+    "query": "manage access and privileges in DevRev",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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",
+        "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-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  +"
+      }
+    ]
+  },
+  {
+    "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:\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "0f148fcd-ec0b-43d6-b172-32b843a8dbd2",
+    "query": "restrict users from linking opportunities and meetings",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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,"
+      }
+    ]
+  },
+  {
+    "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.\\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",
+        "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",
+        "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",
+        "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-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-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",
+        "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-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-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-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*"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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-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-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-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-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-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 |"
+      }
+    ]
+  },
+  {
+    "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\\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-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-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-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-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-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-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-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-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-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 \""
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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\\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-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-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-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-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-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-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-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-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-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|"
+      }
+    ]
+  },
+  {
+    "query_id": "3abb74c9-639f-4252-955c-3cfaa8bf6795",
+    "query": "DevRev Bot groups created from airdrops",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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-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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "3cb75fc1-7ba2-447f-be4a-5bc6c5a58198",
+    "query": "workflow send message on Slack operation execution failed Something went wrong",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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);"
+      }
+    ]
+  },
+  {
+    "query_id": "04caf277-77d6-4bab-9409-739686bb6a63",
+    "query": "change and customize chat design",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-1466_KNOWLEDGE_NODE-15",
+        "title": "Methods \u2014 DevRev | Docs",
+        "text": "|  {bottom: string; side: string;}  | \\n|  The color scheme for the launcher and widget."
+      }
+    ]
+  },
+  {
+    "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\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "9e47d6d0-487f-42aa-a3cc-0409522c3daf",
+    "query": "accounts.export API filter by created date after",
+    "retrievals": [
+      {
+        "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-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-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-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-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",
+        "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-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-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-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-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:"
+      }
+    ]
+  },
+  {
+    "query_id": "5a83d35e-d1ba-4feb-b778-53b294f3bb0e",
+    "query": "Sales One App not visible after login",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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  +"
+      }
+    ]
+  },
+  {
+    "query_id": "a03f6885-a997-4546-bd74-be98466da2d9",
+    "query": "linking tickets and issues for analytics",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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|"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "9f3be4d0-e1ae-46c5-be4f-b02edea516fb",
+    "query": "declarative pathing within the bot",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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",
+        "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-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-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"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "9f26f4e6-a8e5-4813-ba95-36771c04c066",
+    "query": "add attributes in MSAT snap-in",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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 |"
+      }
+    ]
+  },
+  {
+    "query_id": "8f8fd54f-97c5-47fb-85bc-eb0eec284788",
+    "query": "Slack bot not working after multiple test tickets",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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",
+        "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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "17d61e6f-209e-43f7-bac4-61f02c5a63f1",
+    "query": "customizar severity de los tickets",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "2b37472e-12b1-409b-b999-3e3c953bc4bf",
+    "query": "support engineer typing indicator in ticket conversation",
+    "retrievals": [
+      {
+        "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-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",
+        "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-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-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-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-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-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-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-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![]()\""
+      }
+    ]
+  },
+  {
+    "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-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-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-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-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-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-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-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-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-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-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\":"
+      }
+    ]
+  },
+  {
+    "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>\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "3c9dd52b-a637-4fa2-8bd7-a42ec07c7655",
+    "query": "how to use snap-ins in DevRev",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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."
+      }
+    ]
+  },
+  {
+    "query_id": "51b684c7-7de7-4c12-aecb-043d082158a5",
+    "query": "generate support tickets from slack messages with questions",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "2e98cdf9-4951-4185-a63a-295def43b837",
+    "query": "cron configuration for timer trigger schedule in DevRev",
+    "retrievals": [
+      {
+        "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-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-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",
+        "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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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).\\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-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-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-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-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-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-1447_KNOWLEDGE_NODE-8",
+        "title": "Tickets and issues \u2014 DevRev | Docs",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'"
+      },
+      {
+        "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-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-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\""
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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",
+        "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-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-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-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-2059_KNOWLEDGE_NODE-12",
+        "title": "Install PLuG chat on your website",
+        "text": "width=\"0\" style=\"display:none;visibility:hidden\"></iframe>'"
+      }
+    ]
+  },
+  {
+    "query_id": "87a0c450-5958-433a-a7be-6909813e797b",
+    "query": "sync contacts and accounts from DevRev to Salesforce",
+    "retrievals": [
+      {
+        "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-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-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",
+        "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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "c6798ed1-757f-4810-8b8b-3cf7e78a732c",
+    "query": "best way to export accounts in bulk",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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  *"
+      }
+    ]
+  },
+  {
+    "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.\\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",
+        "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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "41213d8b-9a95-4d61-acbf-5c4df3f80b30",
+    "query": "Automatic case classification by product, severity, and category",
+    "retrievals": [
+      {
+        "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.\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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**.\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "6eb4477e-391c-4600-ac4a-d1809f32a801",
+    "query": "Resource Center downloads tutorials API documentation",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "bcc62ad8-6557-471a-b10c-65bcd71fd14c",
+    "query": "automations to fill repeated fields",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "200e0274-aa07-4b9a-9610-a3ac1a55899d",
+    "query": "assign issue owner to someone else using workflow",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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 \""
+      }
+    ]
+  },
+  {
+    "query_id": "2c22e8f5-d293-4b2d-9aa4-2cf0c01e2cc2",
+    "query": "add multiple email addresses to one contact through Grow interface",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "45a08470-c6f0-412a-9985-bbfd3f725b3c",
+    "query": "list agents API for account",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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",
+        "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-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-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-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|"
+      }
+    ]
+  },
+  {
+    "query_id": "dc2b710b-25ce-4b9d-b85c-f556e8fd4a56",
+    "query": "how to find secondary ticket",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "05e8a3ee-fe67-4ece-b8c8-5088330b0864",
+    "query": "converting conversations to tickets issue customer channel acme",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "0e3d4f90-8b81-449e-85cb-cda6c356cf11",
+    "query": "add subtype in conversation in DevRev",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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",
+        "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"
+      }
+    ]
+  },
+  {
+    "query_id": "c52998fe-3545-4109-b719-ee5a3b792209",
+    "query": "DevRev Platform Orientation & Navigation Guide video login options",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "da7b37fd-25ab-4968-9f53-c311043f6306",
+    "query": "change subtype of ticket error something went wrong",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "882cde96-7501-41c4-8767-0023a96e5fcc",
+    "query": "Why would I use DevRev?",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "a01c7c2b-0eda-489a-a3f7-e2fadaf9f999",
+    "query": "apply repeated multiple fields on tickets with one click",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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",
+        "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"
+      }
+    ]
+  },
+  {
+    "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.\\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",
+        "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-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-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-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",
+        "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-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-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",
+        "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 |"
+      }
+    ]
+  },
+  {
+    "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-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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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.\\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-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",
+        "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-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-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-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",
+        "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-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-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-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)'"
+      }
+    ]
+  },
+  {
+    "query_id": "d1c10c3c-ce66-42b1-afd0-3de10ded4f08",
+    "query": "common causes of Bad_Request error in DevRev",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "d87ed963-92e7-4659-82b5-ef0566b2eb48",
+    "query": "associate multiple workspaces to a contact",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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-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-968_KNOWLEDGE_NODE-5",
+        "title": "Rocketium: On call Tagging - Slack",
+        "text": "created time.\\n\\n'"
+      },
+      {
+        "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-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-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'"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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",
+        "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-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-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-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-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  *"
+      }
+    ]
+  },
+  {
+    "query_id": "399ad65e-5dd6-473b-9482-ae5444682ad4",
+    "query": "manage multiple email addresses for one account",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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\"  \\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "80fd3cb8-b4ff-4ca4-8d4b-2b0ac1fdab5b",
+    "query": "send notification to slack when a ticket is manually assigned",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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\\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-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-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-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-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-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-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-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-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-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)'"
+      }
+    ]
+  },
+  {
+    "query_id": "97d4b5c0-67a8-42ad-a2ef-4a23c4985d29",
+    "query": "export report CSV download location",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-16355_KNOWLEDGE_NODE-35",
+        "title": "CSV commands uploader | Automate | Snap-ins | DevRev",
+        "text": "Status](/status)\\n\\n\\xc2\\xa9 2025 DevRev Inc.'"
+      },
+      {
+        "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  *"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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-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-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-1447_KNOWLEDGE_NODE-8",
+        "title": "Tickets and issues \u2014 DevRev | Docs",
+        "text": "demo](https://devrev.ai/request-a-demo)\\n\\n'"
+      },
+      {
+        "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-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'"
+      }
+    ]
+  },
+  {
+    "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.\"\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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",
+        "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",
+        "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",
+        "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",
+        "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-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-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-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-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-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  +"
+      }
+    ]
+  },
+  {
+    "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.\\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",
+        "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",
+        "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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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)\\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-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-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-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-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-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-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-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-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-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  *"
+      }
+    ]
+  },
+  {
+    "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\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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*.\\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-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",
+        "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-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",
+        "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",
+        "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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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**.\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "5ba078dd-a7f8-4793-a41d-5ed9db2f8f22",
+    "query": "change Stage state in stage library",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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|"
+      }
+    ]
+  },
+  {
+    "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\\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-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",
+        "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-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-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-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",
+        "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-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-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",
+        "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*"
+      }
+    ]
+  },
+  {
+    "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\\' \\\\ |\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "20faf5a6-ef05-4cbd-9521-445da7a7fb32",
+    "query": "where can I view my articles in DevRev",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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 | }"
+      }
+    ]
+  },
+  {
+    "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.  \\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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\\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-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-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-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-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-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-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-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?\\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-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"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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-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-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-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-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",
+        "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"
+      }
+    ]
+  },
+  {
+    "query_id": "490c9edc-3bd6-40c6-9fc1-381ffa7f0dc0",
+    "query": "save filters in support portal",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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: \\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",
+        "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",
+        "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",
+        "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",
+        "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-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",
+        "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-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-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"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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",
+        "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-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-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-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-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-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-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."
+      }
+    ]
+  },
+  {
+    "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:\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "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.\\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-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-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\\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",
+        "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\\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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "56a2eb49-bc95-4eee-be74-926f25a99200",
+    "query": "endpoint to update description of card in Plug",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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 |"
+      }
+    ]
+  },
+  {
+    "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\\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-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-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-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-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-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-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",
+        "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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "b580c85d-067a-47f0-951d-58b0360254a1",
+    "query": "link single contact to multiple accounts using csv import",
+    "retrievals": [
+      {
+        "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-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-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",
+        "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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "7d261079-de51-43c9-a138-dd4d688efa84",
+    "query": "how to build an agent",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  },
+  {
+    "query_id": "27785a74-4a2c-44da-90eb-dc3411f865b5",
+    "query": "multiple messages sent quickly AI interpretation delay",
+    "retrievals": [
+      {
+        "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-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-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-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-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-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-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-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-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-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"
+      }
+    ]
+  }
+]
\ No newline at end of file

From d2f7cc14d6b7307e24918873910aab870515f9c5 Mon Sep 17 00:00:00 2001
From: Shreya Mishra <59368657+shrey2003@users.noreply.github.com>
Date: Thu, 12 Mar 2026 17:25:28 +0530
Subject: [PATCH 5/9] Added back the original notebook

---
 devrev_search_original.ipynb | 1142 ++++++++++++++++++++++++++++++++++
 1 file changed, 1142 insertions(+)
 create mode 100644 devrev_search_original.ipynb

diff --git a/devrev_search_original.ipynb b/devrev_search_original.ipynb
new file mode 100644
index 0000000..11d47a8
--- /dev/null
+++ b/devrev_search_original.ipynb
@@ -0,0 +1,1142 @@
+{
+  "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": 1,
+      "metadata": {},
+      "outputs": [
+        {
+          "name": "stdout",
+          "output_type": "stream",
+          "text": [
+            "/Users/prakharagarwal/devrev/devrev-search-bench/.venv/lib/python3.13/site-packages/tqdm/auto.py:21: TqdmWarning: IProgress not found. Please update jupyter and ipywidgets. See https://ipywidgets.readthedocs.io/en/stable/user_install.html\n",
+            "  from .autonotebook import tqdm as notebook_tqdm\n"
+          ]
+        }
+      ],
+      "source": [
+        "from datasets import load_dataset\n",
+        "import pandas as pd"
+      ]
+    },
+    {
+      "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": 2,
+      "metadata": {},
+      "outputs": [
+        {
+          "name": "stdout",
+          "output_type": "stream",
+          "text": [
+            "Generating train split: 100%|██████████| 291/291 [00:00<00:00, 36370.05 examples/s]"
+          ]
+        },
+        {
+          "name": "stdout",
+          "output_type": "stream",
+          "text": [
+            "DatasetDict({\n",
+            "    train: Dataset({\n",
+            "        features: ['query_id', 'query', 'retrievals'],\n",
+            "        num_rows: 291\n",
+            "    })\n",
+            "})\n"
+          ]
+        },
+        {
+          "name": "stdout",
+          "output_type": "stream",
+          "text": [
+            "\n"
+          ]
+        }
+      ],
+      "source": [
+        "# Load annotated queries\n",
+        "annotated_queries = load_dataset(\"devrev/search\", \"annotated_queries\")\n",
+        "print(annotated_queries)"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": 3,
+      "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": null,
+          "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": 4,
+      "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": null,
+          "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": 5,
+      "metadata": {},
+      "outputs": [
+        {
+          "name": "stdout",
+          "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",
+            "Generating test split: 100%|██████████| 92/92 [00:00<00:00, 35466.54 examples/s]"
+          ]
+        },
+        {
+          "name": "stdout",
+          "output_type": "stream",
+          "text": [
+            "DatasetDict({\n",
+            "    test: Dataset({\n",
+            "        features: ['query_id', 'query'],\n",
+            "        num_rows: 92\n",
+            "    })\n",
+            "})\n"
+          ]
+        },
+        {
+          "name": "stdout",
+          "output_type": "stream",
+          "text": [
+            "\n"
+          ]
+        }
+      ],
+      "source": [
+        "# Load test queries\n",
+        "test_queries = load_dataset(\"devrev/search\", \"test_queries\")\n",
+        "print(test_queries)"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": 6,
+      "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": null,
+          "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": 7,
+      "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": null,
+          "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": 8,
+      "metadata": {},
+      "outputs": [
+        {
+          "name": "stdout",
+          "output_type": "stream",
+          "text": [
+            "Generating corpus split: 100%|██████████| 65224/65224 [00:00<00:00, 1493567.46 examples/s]"
+          ]
+        },
+        {
+          "name": "stdout",
+          "output_type": "stream",
+          "text": [
+            "DatasetDict({\n",
+            "    corpus: Dataset({\n",
+            "        features: ['id', 'text', 'title'],\n",
+            "        num_rows: 65224\n",
+            "    })\n",
+            "})\n"
+          ]
+        },
+        {
+          "name": "stdout",
+          "output_type": "stream",
+          "text": [
+            "\n"
+          ]
+        }
+      ],
+      "source": [
+        "# Load knowledge base\n",
+        "knowledge_base = load_dataset(\"devrev/search\", \"knowledge_base\")\n",
+        "print(knowledge_base)"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": 9,
+      "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": null,
+          "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": 10,
+      "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": null,
+          "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": 11,
+      "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 FAISS\n",
+        "\n",
+        "Use either OpenAI (`text-embedding-3-small`) or Ollama (`qwen3-embedding:0.6b`) embeddings with the same FAISS pipeline."
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": 12,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "try:\n",
+        "    from openai import OpenAI\n",
+        "except ImportError:\n",
+        "    OpenAI = None\n",
+        "\n",
+        "import faiss\n",
+        "import numpy as np\n",
+        "from tqdm import tqdm\n",
+        "import time\n",
+        "import os\n",
+        "import json\n",
+        "import pickle"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": 14,
+      "metadata": {},
+      "outputs": [
+        {
+          "name": "stdout",
+          "output_type": "stream",
+          "text": [
+            "Using model: qwen3-embedding:0.6b\n",
+            "Provider: ollama\n"
+          ]
+        }
+      ],
+      "source": [
+        "# Embedding backend configuration\n",
+        "# Switch this to \"ollama\" to run the same FAISS pipeline locally.\n",
+        "EMBEDDING_PROVIDER = \"ollama\"  # \"openai\" | \"ollama\"\n",
+        "\n",
+        "OPENAI_MODEL_ID = \"text-embedding-3-small\"\n",
+        "OLLAMA_MODEL_ID = \"qwen3-embedding:0.6b\"\n",
+        "\n",
+        "client = None\n",
+        "if EMBEDDING_PROVIDER == \"openai\":\n",
+        "    if OpenAI is None:\n",
+        "        raise ImportError(\"openai package is not installed. Run: pip install openai\")\n",
+        "\n",
+        "    # Set your API key as an environment variable: export OPENAI_API_KEY=\"your-key-here\"\n",
+        "    OPENAI_API_KEY = os.environ.get(\"OPENAI_API_KEY\")\n",
+        "    if not OPENAI_API_KEY:\n",
+        "        raise ValueError(\"Please set OPENAI_API_KEY when EMBEDDING_PROVIDER='openai'\")\n",
+        "\n",
+        "    client = OpenAI(api_key=OPENAI_API_KEY)\n",
+        "    MODEL_ID = OPENAI_MODEL_ID\n",
+        "elif EMBEDDING_PROVIDER == \"ollama\":\n",
+        "    import ollama\n",
+        "    MODEL_ID = OLLAMA_MODEL_ID\n",
+        "else:\n",
+        "    raise ValueError(\"EMBEDDING_PROVIDER must be either 'openai' or 'ollama'\")\n",
+        "\n",
+        "print(f\"Using model: {MODEL_ID}\")\n",
+        "print(f\"Provider: {EMBEDDING_PROVIDER}\")"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": 15,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "def get_embedding_openai(text: str) -> np.ndarray:\n",
+        "    response = client.embeddings.create(\n",
+        "        model=MODEL_ID,\n",
+        "        input=text\n",
+        "    )\n",
+        "    return np.array(response.data[0].embedding, dtype=np.float32)\n",
+        "\n",
+        "\n",
+        "def get_embedding_ollama(text: str) -> np.ndarray:\n",
+        "    response = ollama.embed(\n",
+        "        model=MODEL_ID,\n",
+        "        input=text,\n",
+        "    )\n",
+        "    embeddings = response.embeddings if hasattr(response, \"embeddings\") else response[\"embeddings\"]\n",
+        "    embedding = embeddings[0] if embeddings and isinstance(embeddings[0], list) else embeddings\n",
+        "    return np.array(embedding, dtype=np.float32)\n",
+        "\n",
+        "\n",
+        "def get_embedding(text: str) -> np.ndarray:\n",
+        "    \"\"\"Get embedding for a single text using the configured provider.\"\"\"\n",
+        "    if EMBEDDING_PROVIDER == \"openai\":\n",
+        "        return get_embedding_openai(text)\n",
+        "    return get_embedding_ollama(text)"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": 16,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "def get_embeddings_batch(texts: list) -> np.ndarray:\n",
+        "    \"\"\"Get embeddings for a batch of texts using the configured provider.\"\"\"\n",
+        "    if EMBEDDING_PROVIDER == \"openai\":\n",
+        "        response = client.embeddings.create(\n",
+        "            model=MODEL_ID,\n",
+        "            input=texts\n",
+        "        )\n",
+        "        return np.array([d.embedding for d in response.data], dtype=np.float32)\n",
+        "\n",
+        "    # Ollama Python client does not provide a stable batch API shape across versions,\n",
+        "    # so we embed one-by-one and stack.\n",
+        "    return np.vstack([get_embedding_ollama(text) for text in texts]).astype(np.float32)"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": 17,
+      "metadata": {},
+      "outputs": [
+        {
+          "name": "stdout",
+          "output_type": "stream",
+          "text": [
+            "Provider: ollama\n",
+            "Test embedding shape: (1024,)\n",
+            "Embedding dimension: 1024\n",
+            "First 5 values: [-0.02046742 -0.02415173 -0.00554356 -0.05601534 -0.00608756]\n"
+          ]
+        }
+      ],
+      "source": [
+        "# Test the configured embedding provider\n",
+        "test_embedding = get_embedding(\"This is a test sentence.\")\n",
+        "print(f\"Provider: {EMBEDDING_PROVIDER}\")\n",
+        "print(f\"Test embedding shape: {test_embedding.shape}\")\n",
+        "print(f\"Embedding dimension: {len(test_embedding)}\")\n",
+        "print(f\"First 5 values: {test_embedding[:5]}\")"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": 19,
+      "metadata": {},
+      "outputs": [
+        {
+          "name": "stderr",
+          "output_type": "stream",
+          "text": [
+            "Preparing documents: 100%|██████████| 65224/65224 [00:00<00:00, 97638.25it/s] "
+          ]
+        },
+        {
+          "name": "stdout",
+          "output_type": "stream",
+          "text": [
+            "\n",
+            "Total documents: 65,224\n",
+            "\n",
+            "Sample document:\n",
+            "Sync fails when original sync owners loses permissions\n",
+            "\n",
+            "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 s\n"
+          ]
+        },
+        {
+          "name": "stderr",
+          "output_type": "stream",
+          "text": [
+            "\n"
+          ]
+        }
+      ],
+      "source": [
+        "# Prepare documents: concatenate title with text\n",
+        "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",
+        "    # Concatenate title and text\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",
+        "print(f\"\\nSample document:\")\n",
+        "print(documents[0][:500])"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": 20,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "def get_all_embeddings(texts, batch_size=100, max_retries=3):\n",
+        "    \"\"\"Get embeddings for all texts using the configured provider.\"\"\"\n",
+        "    all_embeddings = []\n",
+        "    embedding_dim = None\n",
+        "\n",
+        "    for i in tqdm(range(0, len(texts), batch_size), desc=\"Generating embeddings\"):\n",
+        "        batch = texts[i:i + batch_size]\n",
+        "\n",
+        "        # Keep OpenAI requests under practical input limits.\n",
+        "        if EMBEDDING_PROVIDER == \"openai\":\n",
+        "            batch = [text[:8000] if len(text) > 8000 else text for text in batch]\n",
+        "\n",
+        "        retries = 0\n",
+        "        while retries < max_retries:\n",
+        "            try:\n",
+        "                embeddings = get_embeddings_batch(batch)\n",
+        "                if embedding_dim is None:\n",
+        "                    embedding_dim = embeddings.shape[1]\n",
+        "                all_embeddings.append(embeddings)\n",
+        "                break\n",
+        "            except Exception as e:\n",
+        "                retries += 1\n",
+        "                if retries >= max_retries:\n",
+        "                    print(f\"Error embedding batch {i}: {e}\")\n",
+        "                    fallback_dim = embedding_dim if embedding_dim is not None else len(get_embedding(\"dimension probe\"))\n",
+        "                    all_embeddings.append(np.zeros((len(batch), fallback_dim), dtype=np.float32))\n",
+        "                else:\n",
+        "                    print(f\"Retry {retries} for batch {i}...\")\n",
+        "                    time.sleep(2)\n",
+        "\n",
+        "        time.sleep(0.1)  # light rate limiting\n",
+        "\n",
+        "    return np.vstack(all_embeddings)"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": null,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "# Generate embeddings for all documents\n",
+        "print(\"Generating embeddings for knowledge base...\")\n",
+        "print(f\"Total documents: {len(documents):,}\")\n",
+        "print(\"Using batch processing for efficiency...\")\n",
+        "\n",
+        "# For testing, use a subset (uncomment for all documents)\n",
+        "# documents_to_embed = documents[:100]  # Test with first 100 docs\n",
+        "documents_to_embed = documents  # All documents\n",
+        "\n",
+        "embeddings = get_all_embeddings(documents_to_embed, batch_size=10)\n",
+        "print(f\"\\nEmbeddings shape: {embeddings.shape}\")\n",
+        "\n",
+        "# Save embeddings\n",
+        "np.save(\"embeddings.npy\", embeddings)\n",
+        "print(\"Embeddings saved to embeddings.npy\")"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": null,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "# Load embeddings if already saved\n",
+        "# embeddings = np.load(\"embeddings.npy\")\n",
+        "# print(f\"Loaded embeddings shape: {embeddings.shape}\")"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": null,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "# Create FAISS index\n",
+        "embedding_dim = embeddings.shape[1]\n",
+        "print(f\"Creating FAISS index with dimension: {embedding_dim}\")\n",
+        "\n",
+        "# Normalize embeddings for cosine similarity\n",
+        "embeddings_normalized = embeddings.copy().astype('float32')\n",
+        "faiss.normalize_L2(embeddings_normalized)\n",
+        "\n",
+        "# Create the index using IndexFlatIP for inner product (cosine similarity with normalized vectors)\n",
+        "index = faiss.IndexFlatIP(embedding_dim)\n",
+        "index.add(embeddings_normalized)\n",
+        "\n",
+        "print(f\"Index created with {index.ntotal:,} vectors\")"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": null,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "# Save the index and document mapping\n",
+        "INDEX_DIR = \"faiss_index\"\n",
+        "os.makedirs(INDEX_DIR, exist_ok=True)\n",
+        "\n",
+        "# Save FAISS index\n",
+        "faiss.write_index(index, os.path.join(INDEX_DIR, \"knowledge_base.index\"))\n",
+        "\n",
+        "# Save document mapping\n",
+        "with open(os.path.join(INDEX_DIR, \"doc_mapping.pkl\"), \"wb\") as f:\n",
+        "    pickle.dump({\n",
+        "        \"doc_ids\": doc_ids,\n",
+        "        \"documents\": documents,\n",
+        "        \"doc_titles\": doc_titles,\n",
+        "        \"doc_texts\": doc_texts\n",
+        "    }, f)\n",
+        "\n",
+        "print(f\"✓ Index saved to {INDEX_DIR}/knowledge_base.index\")\n",
+        "print(f\"✓ Document mapping saved to {INDEX_DIR}/doc_mapping.pkl\")"
+      ]
+    },
+    {
+      "cell_type": "markdown",
+      "metadata": {},
+      "source": [
+        "## 6. Search the Knowledge Base"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": null,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "def search(query: str, k: int = 5):\n",
+        "    \"\"\"Search the knowledge base for relevant documents.\"\"\"\n",
+        "    query_embedding = get_embedding(query).astype('float32')\n",
+        "    query_embedding = query_embedding.reshape(1, -1)\n",
+        "    faiss.normalize_L2(query_embedding)\n",
+        "    \n",
+        "    scores, indices = index.search(query_embedding, k)\n",
+        "    \n",
+        "    results = []\n",
+        "    for i, (score, idx) in enumerate(zip(scores[0], indices[0])):\n",
+        "        results.append({\n",
+        "            \"rank\": i + 1,\n",
+        "            \"score\": float(score),\n",
+        "            \"id\": doc_ids[idx],\n",
+        "            \"title\": doc_titles[idx],\n",
+        "            \"text\": doc_texts[idx]\n",
+        "        })\n",
+        "    \n",
+        "    return results"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": null,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "# Test search with a sample query\n",
+        "query = \"How do I set up AirSync?\"\n",
+        "results = search(query, k=5)\n",
+        "\n",
+        "print(f\"Query: {query}\")\n",
+        "print(\"=\" * 60)\n",
+        "\n",
+        "for r in results:\n",
+        "    print(f\"\\n[Rank {r['rank']}] Score: {r['score']:.4f}\")\n",
+        "    print(f\"Doc ID: {r['id']}\")\n",
+        "    print(f\"Title: {r['title']}\")\n",
+        "    print(f\"Text: {r['text'][:300]}...\")\n",
+        "    print(\"-\" * 40)"
+      ]
+    },
+    {
+      "cell_type": "markdown",
+      "metadata": {},
+      "source": [
+        "---\n",
+        "## 7. Run Evaluation on Test Queries\n",
+        "\n",
+        "Run search against all test queries and save results in the same format as annotated_queries."
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": null,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "# Run search on all test queries - DIRECT VERSION (no dependency on search function)\n",
+        "TOP_K = 10  # Number of retrievals per query\n",
+        "\n",
+        "# Get corpus data for lookups\n",
+        "corpus_data = knowledge_base[\"corpus\"]\n",
+        "\n",
+        "test_results = []\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",
+        "    # Get query embedding directly\n",
+        "    query_embedding = get_embedding(query).astype('float32').reshape(1, -1)\n",
+        "    faiss.normalize_L2(query_embedding)\n",
+        "    \n",
+        "    # Search FAISS index\n",
+        "    scores, indices = index.search(query_embedding, TOP_K)\n",
+        "    \n",
+        "    # Format retrievals using corpus data directly\n",
+        "    retrievals = []\n",
+        "    for idx in indices[0]:\n",
+        "        doc = corpus_data[int(idx)]\n",
+        "        retrievals.append({\n",
+        "            \"id\": doc[\"id\"],\n",
+        "            \"text\": doc[\"text\"],\n",
+        "            \"title\": doc[\"title\"]\n",
+        "        })\n",
+        "    \n",
+        "    test_results.append({\n",
+        "        \"query_id\": query_id,\n",
+        "        \"query\": query,\n",
+        "        \"retrievals\": retrievals\n",
+        "    })\n",
+        "\n",
+        "print(f\"\\nProcessed {len(test_results)} test queries\")"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": null,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "# Preview a sample result\n",
+        "import json\n",
+        "print(\"Sample result:\")\n",
+        "print(json.dumps(test_results[0], indent=2, default=str)[:1500])"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": null,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "# Save results to JSON file\n",
+        "OUTPUT_FILE = \"test_queries_results.json\"\n",
+        "\n",
+        "with open(OUTPUT_FILE, \"w\") as f:\n",
+        "    json.dump(test_results, f, indent=2)\n",
+        "\n",
+        "print(f\"✓ Results saved to {OUTPUT_FILE}\")\n",
+        "print(f\"  - {len(test_results)} queries\")\n",
+        "print(f\"  - {TOP_K} retrievals per query\")"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": null,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "# Also save as a parquet file for easier loading\n",
+        "results_df = pd.DataFrame(test_results)\n",
+        "results_df.to_parquet(\"test_queries_results.parquet\", index=False)\n",
+        "print(\"✓ Results also saved to test_queries_results.parquet\")"
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": null,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "# Display results summary\n",
+        "print(\"=\" * 60)\n",
+        "print(\"Test Queries Results Summary\")\n",
+        "print(\"=\" * 60)\n",
+        "print(f\"Total queries: {len(test_results)}\")\n",
+        "print(f\"Retrievals per query: {TOP_K}\")\n",
+        "print(f\"\\nOutput files:\")\n",
+        "print(f\"  - test_queries_results.json\")\n",
+        "print(f\"  - test_queries_results.parquet\")\n",
+        "print(\"\\nFormat matches annotated_queries structure:\")\n",
+        "print(\"  - query_id: string\")\n",
+        "print(\"  - query: string\")\n",
+        "print(\"  - retrievals: list of {id, text, title}\")"
+      ]
+    },
+    {
+      "cell_type": "markdown",
+      "metadata": {},
+      "source": [
+        "## 8. Load Saved Index (Optional)\n",
+        "Use this to load a previously saved index without re-embedding."
+      ]
+    },
+    {
+      "cell_type": "code",
+      "execution_count": null,
+      "metadata": {},
+      "outputs": [],
+      "source": [
+        "# Load saved index and mapping\n",
+        "# INDEX_DIR = \"faiss_index\"\n",
+        "# index = faiss.read_index(os.path.join(INDEX_DIR, \"knowledge_base.index\"))\n",
+        "# with open(os.path.join(INDEX_DIR, \"doc_mapping.pkl\"), \"rb\") as f:\n",
+        "#     mapping = pickle.load(f)\n",
+        "#     doc_ids = mapping[\"doc_ids\"]\n",
+        "#     documents = mapping[\"documents\"]\n",
+        "#     doc_titles = mapping[\"doc_titles\"]\n",
+        "#     doc_texts = mapping[\"doc_texts\"]\n",
+        "# print(f\"Loaded index with {index.ntotal:,} vectors\")"
+      ]
+    }
+  ],
+  "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": "3.13.2"
+    }
+  },
+  "nbformat": 4,
+  "nbformat_minor": 4
+}

From 0fdce2649f0ef9e6d1424719ff5cbd02dafb35ab Mon Sep 17 00:00:00 2001
From: Shreya Mishra <59368657+shrey2003@users.noreply.github.com>
Date: Thu, 12 Mar 2026 05:06:45 -0700
Subject: [PATCH 6/9] Renamed custom pipeline notebook

---
 devrev_search.ipynb => devrev_search_custom_pipeline.ipynb | 0
 1 file changed, 0 insertions(+), 0 deletions(-)
 rename devrev_search.ipynb => devrev_search_custom_pipeline.ipynb (100%)

diff --git a/devrev_search.ipynb b/devrev_search_custom_pipeline.ipynb
similarity index 100%
rename from devrev_search.ipynb
rename to devrev_search_custom_pipeline.ipynb

From 9b67260715ef88daa3b35dde1857c8ba558fd6c1 Mon Sep 17 00:00:00 2001
From: Shreya Mishra <59368657+shrey2003@users.noreply.github.com>
Date: Thu, 12 Mar 2026 05:07:20 -0700
Subject: [PATCH 7/9] Rename devrev_search_original.ipynb to
 devrev_search.ipynb

---
 devrev_search_original.ipynb => devrev_search.ipynb | 0
 1 file changed, 0 insertions(+), 0 deletions(-)
 rename devrev_search_original.ipynb => devrev_search.ipynb (100%)

diff --git a/devrev_search_original.ipynb b/devrev_search.ipynb
similarity index 100%
rename from devrev_search_original.ipynb
rename to devrev_search.ipynb

From 41725c563d3f5690747ed7d57d88a579405efd57 Mon Sep 17 00:00:00 2001
From: Shreya Mishra <59368657+shrey2003@users.noreply.github.com>
Date: Mon, 30 Mar 2026 13:26:59 +0530
Subject: [PATCH 8/9] Added corrected test results after bug fixes

---
 test_queries_results_new.json | 5154 +++++++++++++++++++++++++++++++++
 1 file changed, 5154 insertions(+)
 create mode 100644 test_queries_results_new.json

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

From 5a758112cdf4e68a42f25244a80f7b28e7102e74 Mon Sep 17 00:00:00 2001
From: Shreya Mishra <59368657+shrey2003@users.noreply.github.com>
Date: Tue, 31 Mar 2026 12:14:10 +0530
Subject: [PATCH 9/9] Added run file

---
 run_submission.py | 389 ++++++++++++++++++++++++++++++++++++++++++++++
 1 file changed, 389 insertions(+)
 create mode 100644 run_submission.py

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()