The best thing about Plain is how well integrated it is with external threads (like Linear) and Slack. The messages feel seamless when interacting with customers on Slack via Plain.

Plain has smooth slack integrations which works really well for our Slack Connect support model.

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.