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.

There are a lot of capabilities that facilitate our daily job. The product is well structured and powerful, allowing us to handle thousands of tickets per week. The connection with other apps such as Linear comes very handy for us to keep track of escalated tickets. The "Create Help Center" article is also something very simple but that comes in extremely handy for creating new documentation based on a current ticket.

I like simplicity the most, when you are handling huge amount of tickets daily, having simple layout and easy to navigate UI its really useful. I like how powerful it is to implement your own features and things to customize it for your own needs.