Plain Reviews & Product Details

I really like the UX of Plain. It is very modern and sleek. It is API first so I can do all the things programatically which I can do via their UI.

I really love their customer cards feature because it allows us to pull in all information from our external systems like Grafana, Stripe directly inside of Plain. This allows for seamless debugging.

The onboarding by Plain team was top notch. They helped us setup Plain by migrating our existing data from Zendesk and answered all of the questions.

Their new AI bot Ari is also very helpful in quickly responding to recurrent questions. Review collected by and hosted on G2.com.

I would like to have a native Plain mobile app so that I can respond to tickets from my mobile. I find this feature missing. Review collected by and hosted on G2.com.

Sidekick & AI: Sidekick and the AI are helpful, but they don’t always understand my questions or suggest the right FAQ/article to read.

ARI: ARI works very well for us, especially for assigning it to our customers for answering general questions. Review collected by and hosted on G2.com.

Very easy to use overall, but there are a few design and workflow improvements that could make it even better. Review collected by and hosted on G2.com.

I really appreciate Plain's support level; they're always fast and efficient. The AI is intuitive and continuously improving, which has been interesting to see over the past year. I find the automatic tagging and flagging of urgent matters to be standout features. The reporting capabilities and insights with AI help understand performance periods and make us more efficient. This has allowed us to handle an increase in user and client requests without significantly growing our team. The ease of setup, aided by a helpful team and clear documentation, was also a positive experience. Review collected by and hosted on G2.com.

I think one of the main things that stand out as an issue is the export capabilities in Plain's reporting tool. Basically, I can't easily extract data to create my own dashboards or visualizations, and that's a pretty big miss for me. Another thing that could be improved for the future is the ability to connect Plain to our database to enhance chatbot functionalities. Since I work with flight bookings, it would be great if the chatbot could access things like flight statuses and booking info, to better cover what a support employee would need to provide clients. Review collected by and hosted on G2.com.

I love how you can manage multiple channels through Plain, while keeping everything organized with separate views. It helps keep workflows clear and structured, and makes team collaboration more efficient. Review collected by and hosted on G2.com.

There may be a few limitations when it comes to the freedom to implement certain things. That said, overall there’s really nothing I dislike. Review collected by and hosted on G2.com.

It helps our small team manage regular comms from our over 100 customers without missing any message. I am unsure what we're paying but the app is great, we use it every day multiple times a day. Review collected by and hosted on G2.com.

It struggles with our business type as we contact 3rd party advisors/accountants often and it is difficult to then associate each different thread with a different customer Review collected by and hosted on G2.com.

I like how Plain keeps my team organized by centralizing all our support messages into a single inbox. It's super convenient to have everything in one place, and the MCP is great for pulling analytics or tracking feature requests. It's easy to manage support tasks with their tools, and the integration with Slack is a plus for us. Review collected by and hosted on G2.com.

The UI could be a bit better and wish the chat experience had more pleasing animations Review collected by and hosted on G2.com.

What I like most about Plain is its easy-to-understand interface. For someone new to support, it won't take more than a day to learn how to use it. Additionally, I love how tickets are divided by their status, making them easy to find. Review collected by and hosted on G2.com.

I would miss having a way to set a few seconds to undo the response you give to the client before the final response is sent to the client. Review collected by and hosted on G2.com.

1. Compared to our previous platform, Help Scout, Plain has made our support life much easier.

2. It offers better integration with many of our internal tools like Slack and Linear.

3. All Slack conversations are updated immediately.

4. Integration with Linear helps us manage our escalation workflows more effectively.

5. The Broadcast feature is useful for sending messages to multiple customers.

6. SLA and working hours definitions and controls are very helpful.

7. We’re looking forward to the upcoming Help Center feature.

8. Continuous release of new AI features is a great addition. Review collected by and hosted on G2.com.

1. Notes are not editable and do not support emojis, leading to duplicate or additional notes instead of updates.

2. No integration with Notion, which is our internal documentation base.

3. Some AI features (e.g., Themes, Top Issues) are not fully usable due to missing filtering and timeline selection.

4. Insights-> reporting, no filter to choose tickets involved other than creation time. Review collected by and hosted on G2.com.

It has a clear, modern, nice designed UI. I use Plain every day for customer tickets. Native AI integration helps me to send out quick responses to clients, and whenever I have a bug, feature request or a question, the Plain people are responding immediately on Slack. It also offers customizable customer cards which we feed by our internal information, the webhooks are really useful for that. Useful integrations with Linear and Slack. Pretty well designed so that I don't have to leave my tickets to get other tools. I can check Linear issues on the Plain side panel or interact with our Slack channels, and this ticket gets assigned automatically. Plain is really self-explanatory, on my first day as a support engineer I didn't need an onboarding to Plain - I simply just used it! Review collected by and hosted on G2.com.

Having customer metadata available at a glance and making that metadata (customer cards) adjustable to our own needs, simply by using well-known webhooks and Graph QL. Saves me time as I can customize my ticket overview panel with Subscription information, buttons with links, so I don't have to rush through multiple browser tabs and lookup customer data every time - Plain is doing it for me (with our own Webhook setup). Review collected by and hosted on G2.com.

I love the level of organization, control and collaboration it allows. This is my first role as a Technical Support Engineer at a very hectic start-up. We're a small team and Jira was not conducive to a realistic ticket flow. With Jira everything just ended up as Waiting or Done (and inevitably getting lost). We switched to Plain and the level of nuance allows much better ticket bucketing that hugely helps ticket visibility and time management. I love that you can start a conversation in a Slack channel from the ticket itself, so they are always paired. Having multiple assignees to a ticket is also huge as we're working across multiple time zones and often have ticket hand-offs. Labeling and ease of look-up are also vast improvements over Jira. I also love that you can leave notes -- super helpful for collaborating. And last but not least, the sound it makes when you close a ticket is pure delight. Review collected by and hosted on G2.com.

My main gripe is the formatting. It's really hard/buggy to leave bullet points, enumerated lists and code blocks in the text box for responses and in the slack thread dialogue box. The indentation gets thrown off. I have faith that these issues will be resolved! Review collected by and hosted on G2.com.