Incident Management

Our incident management integrations help support and engineering teams work together seamlessly during incidents. By linking support threads in Plain to incidents, you can track incoming requests and follow up automatically when the dust settles.

What You Can Do

• Create new incidents directly from any Plain thread

• Link existing incidents to active conversations – open or closed

• Track resolution status – when an incident is marked as resolved, any linked thread returns to your Todo list.

• Connect post-incident clean-up – easily find and update every customer affected

Incident.io

How to Set It Up

1. Go to Settings → incident.io integration

2. Connect your incident.io account

3. During setup, you’ll be asked to create an API key – make sure it has these permissions:

   • View data (e.g. incidents and org settings)

   • Create incidents

   • Edit incidents

4. Once connected, use the Thread links panel in any thread to:

   • Create a new incident

   • Link to an existing one

   • Set incident details like severity, team, and service

When the incident is resolved in incident.io, Plain automatically moves all linked threads back to your Close the Loop list – so your team can follow up and close the loop.

Rootly

How to Set It Up

1. Go to Settings → Integrations → Rootly integration

2. Connect your Rootly account

3. Once connected, use the Thread links panel in any support thread to:

   • Start a new Rootly incident

   • Link to an existing one

   • Set optional fields like severity, team, and service

When the incident is marked Resolved in Rootly, all linked threads automatically return to your Todo view in Plain – ready for you to close the loop with customers.