The legacy tool exit: how Sisense rebuilt support for the AI era

​Devrev x Sisense - A customer webinar

​Sisense's support team was managing global operations at real scale. A team of 130 support engineers, 300K+ tickets, and a genuine commitment to customer experience. The tools they were running on were getting the job done. But the team knew there was a better way.

​Manual triage, fragmented Jira workflows, and AI that was bolted onto a legacy system rather than built into it meant the team was spending more time working around their stack than with it. 

​So they made a deliberate, forward-looking decision: start with the core, the support ticketing system, and move it to a platform built for where support is heading. Not a rip-and-replace. A considered step forward.

​In this session, Shlomi Dagan from Sisense and Nadav Tovias from DevRev walk through what that decision looked like, how the migration happened, and what Sisense's support operations look like today. They'll also share why Sisense chose DevRev not just as a ticketing upgrade, but as the platform to begin embracing AI at scale across their support operations.

​The idea of replacing your ticketing system can feel overwhelming. Sisense's story proves it doesn't have to be.

​What you'll take away:

• ​Why a scaling support team decided their legacy stack was no longer the right fit.

• ​How Sisense started with the core ticketing system and what that decision looked like in practice

• ​How they migrated 300K+ tickets without disrupting live support operations.

• ​How AI handles routine queries at scale – and where humans stay in the loop.

• ​A practical framework for evaluating whether your current stack is holding you back.