Customer Inbox

Plain's Customer Inbox gives your customers a clear and consistent way to create, track, and manage their support requests, regardless of how they contacted you (Slack, email, chat, etc.). You can choose whether customers see only their own requests or all requests from their company.

The Customer Inbox is fully integrated with Plain, so any new request goes straight into your team’s support queue.

Enabling the Customer Inbox

To turn on Customer Inbox:

1. Go to your Help Center settings in Plain.

2. Toggle on Customer Inbox.

3. Select your preferred visibility option under "Thread visibility":

   • Only their own requests (default)

   • Requests from others in the same tenant

   • All company requests

4. Click Save.

Once enabled, customers will see a “Your requests” section in the sidebar of your Help Center.

Logging in to view requests

Customers log in using a 6-digit code sent to their email. Once authenticated, they’ll see a list of their open support requests, organized by status.

Clicking on a request shows key details like:

• Priority

• Status

• Date created

They can also use the info icon on any thread for a quick summary.

Controlling request visibility

You control what each customer sees. You can configure thread visibility under Help Center → Customer Inbox → Thread visibility.

Visibility options:

• Only their own threads (default)

• Threads from anyone in their tenant

• Threads from anyone in their company

This ensures the right level of access and privacy for different types of customers.