Plain Reviews

Pros

Handling multiple channels in it has been really helpful especially with the separate views that keep everything neatly organized. It keeps our workflows clear and well structured and overall it makes collaborating as a team much more efficient.

Cons

There are a few limits when it comes to how freely certain things can be implemented. Aside from that though, I honestly don't have anything to complain about.

Pros

It gives B2B companies a thoughtful, opinionated way to handle customer support especially when the audience is highly technical like ours. The integrations are simple, the UX is clean and efficient for engineers helping other engineers and the whole platform simply does what it's supposed to do. It avoids overly complicated workflows while still offering plenty of flexibility and their team has been an absolute pleasure to work with.

Cons

I haven't faced any issues with it.

Pros

One of the strongest parts is how tightly it connects with external threads like Linear and Slack. When I'm replying to customers through Slack using Plain, the conversation feels very natural and smooth.

Cons

The part I'm less happy with is the search feature. It doesn't feel especially clear or well thought out and there are times when I have a hard time locating specific tickets.

Pros

I appreciate its smooth Slack integration which fits our Slack Connect support setup really well and works exactly how we need it to.

Cons

We hardly end up using the Plain dashboard though. It seems like that part of the product may be designed more for teams operating at a larger scale than ours.

Pros

Starting out in a fast-paced startup support role, the difference in organization, control and collaboration with it has been huge. Our team is small and Jira just didn't support a realistic ticket workflow for us, everything seemed to end up sitting in Waiting or Done and would eventually get overlooked. After moving to this tool, the added nuance in ticket categorization has made a massive difference for visibility and managing time effectively. Being able to kick off a conversation in Slack directly from a ticket is a big win because it keeps both tied together. The option to assign multiple people to the same ticket is also incredibly valuable since we work across time zones and regularly hand tickets off. Labels and searchability are a major step up from Jira too. I'm also a big fan of the notes feature which makes teamwork much easier. And honestly, the sound it plays when closing a ticket is such a fun little touch.

Cons

Creating bullet lists, numbered lists and code blocks in the response field or the Slack thread dialog can be pretty buggy and the indentation often gets messed up. Still, I'm optimistic these issues will get fixed.

Pros

It is easier to handle support work with it because it offers a wide range of capabilities. The platform is well organized and powerful and it helps us manage thousands of tickets every week without trouble. Its integration with other apps like Linear is especially useful for keeping an eye on escalated tickets. Another feature that has been extremely practical is the "Create Help Center" article option since it makes it very simple to turn an existing ticket into new documentation.

Cons

There honestly isn't much to complain about. It is user-friendly but because it includes so many features, it can feel a bit overwhelming in the beginning especially if you're switching over from a simpler tool. The interface around the reply box could use some work as well because it occasionally gets stuck and makes it hard to scroll back up to review earlier parts of the conversation once you've already started typing. It would also be helpful to have the ability to add images to snippets and to the email signature at the bottom.

Pros

Handling a large volume of tickets every day is much better with a clean, simple layout and a UI that's easy to move around in. The simplicity is the part I appreciate most. On top of that, it's very capable when it comes to adding your own features and customizing things to fit the way your team works.

Cons

There are only a few minor things on my side. I had to build my own view so I could properly track my personal ticket backlog and I also set up macros for quicker replies and actions. They're definitely useful and I rely on them although every now and then I accidentally trigger one.

Pros

It ties in really well with our email and Slack conversations which makes it much easier for the team to stay on top of tickets and keeps accountability clear across the board.

Cons

It also lets us connect JIRA so creating tickets is simple and the AI text summaries help speed things up. There are no downsides at all.

Pros

Across all of our support channels, it keeps everything in one place and gives the team a consistent experience. Whether someone contacts us by email, Slack, Discord or from inside the app, all of those conversations are pulled together so our engineers can see them and handle them from a single spot.

Cons

I'd rather see pricing tied to workload instead of seat count. We want all of our engineers to be able to help users but paying for a full seat doesn't really make sense when someone may only jump in with a reply once a month.

Pros

They're consistently ahead when it comes to rolling out new features and it's clear they genuinely care about user feedback.

Cons

The interface feels polished and the integrations work really well.