Skip to main content

Documentation Index

Fetch the complete documentation index at: https://help.statisfy.com/llms.txt

Use this file to discover all available pages before exploring further.

​
Connect DevRev with Statisfy

The DevRev integration pulls support tickets (works of type ticket) and their timeline entries from your DevRev workspace into Statisfy. Tickets are linked to the matching customer account so support context appears alongside the rest of the customer timeline. Prerequisites:
  • Admin access to both DevRev and Statisfy
  • A DevRev Personal Access Token (PAT) with read access to works and timeline entries
  • A connected CRM (Salesforce or HubSpot) — non-CRM integrations are gated until at least one CRM sync has completed

​
What Gets Synced

Data TypeDescription
TicketsDevRev works with type=ticket, scoped to the configured time window
Timeline EntriesComments, status changes, and other timeline activity for each ticket
Customer (Rev Org)The external customer organization linked to the ticket
Created By / OwnersBoth rev_users (external customers) and dev_users (internal agents) are resolved to full user records

​
Generate a DevRev Personal Access Token (PAT)

  1. Sign in to your DevRev workspace as an admin.
  2. Create a Personal Access Token with permissions to read works and timeline entries. See the DevRev API documentation for current PAT instructions.
  3. Copy the token — you’ll provide it to Statisfy in the next step.
Keep the token secure. Anyone with the token can read ticket data from your DevRev workspace.

​
Steps to Connect with Statisfy

  1. Log in to Statisfy.
  2. Contact support@statisfy.com to enable the DevRev connector for your tenant and provide your DevRev PAT. Credentials are stored encrypted in Google Cloud Secret Manager.
  3. Once connected, the bootstrap job runs a one-time historical backfill (default 30 days). Tickets and their timeline entries flow into Statisfy.
  4. Periodic sync runs every 4 hours with a 12-hour lookback window so updates to existing tickets are picked up alongside new tickets.
  5. Find synced tickets under each Account → AI Timeline → Timeline Activity → Source: DevRev.

​
Sync Behavior

Time-Bounded Pulls:
  • Tickets are fetched by modified_date so both new and recently updated tickets are included.
  • All timestamps are sent to DevRev in UTC RFC3339 format.
Pagination:
  • Tickets and timeline entries are paginated transparently — there is no page-size or ticket-count cap on a single sync run.
Rate Limiting:
  • Statisfy proactively throttles DevRev API calls below the documented public ceiling (600 requests/minute per PAT).
  • On HTTP 429, Statisfy honors Retry-After and retries up to 5 times with jittered backoff before failing the affected request.
Error Handling:
  • A failure on a single ticket does not abort the batch — other tickets continue to process.
  • If any ticket fails after retries, the overall job is marked FAILED in the integrations audit log so the failure is visible.

​
Troubleshooting

  • Verify the PAT has not expired or been revoked in DevRev.
  • Confirm the token has read access to works and timeline entries.
  • If Statisfy detects an HTTP 401, the credential is automatically marked invalid — contact support to re-enter a fresh token.
  • Ensure your CRM integration (Salesforce or HubSpot) has completed at least one successful sync. Until then, DevRev periodic jobs are skipped.
  • Verify the customer’s DevRev rev_org is linked to a Statisfy account via CRM ID or domain.
  • Check whether the ticket’s modified_date falls inside the periodic window (last 12 hours). Older tickets are picked up by the bootstrap backfill only.
  • The integration logs and skips individual ticket failures so a transient error on one ticket doesn’t block the rest.
  • If a ticket is repeatedly missing its timeline, contact support@statisfy.com with the ticket’s display_id so support can investigate the audit log.

​
Need Help?

If you face any challenges with the DevRev integration, please contact support@statisfy.com. Our team will assist you.