Notifications

Plain supports notifications via Slack, Discord, and Email 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:

Click your avatar (bottom-left corner)
Select Preferences
Adjust your Slack and email notification settings