Notifications

Plain supports notifications via Slack, Discord, Email and in-app to help you stay on top of SLAs, maintain clear ownership, and ensure team-wide visibility into support activity.

Overview

Notifications are split into two types:

• Workspace Notifications – for shared team awareness

• Personal Notifications – for individual follow-ups and assignments

Workspace notifications

Workspace notifications are global – they notify your whole team via Slack or Discord when new activity happens in Plain. These are best for keeping shared channels informed and building a transparent support workflow.

Use cases:

• Announce new support requests in #support

• Alert the team of upcoming SLA breaches or urgent messages

• Keep engineering or product teams in the loop during escalations

Set up a shared Slack channel (like #support) and configure all workspace notifications to post there. To set this up, go to Settings → Workspace

Personal notifications

Personal notifications are just for you – sent via Slack DM or Email – and are ideal for staying on top of threads you’re actively working on.

Use cases:

• Get notified when a thread is assigned to you

• Stay looped in when a customer replies to your message

• Get reminders about threads you’re responsible for closing

Slack notifications are delivered as direct messages from the Plain Slack App, so you don’t have to wade through a busy channel to find your updates. To configure personal notifications:

1. Click your avatar (bottom-left corner)

2. Select Preferences

3. Adjust your Slack and email notification settings

In-app notifications (beta)

Plain displays personal in-app notifications via the bell icon in the bottom left of the screen. We currently display notifications for:

1. When another human assigned a thread to you

2. When another human mentions you in a note

3. When an email you sent failed to be delivered