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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.

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Overview

Notifications are split into two types:

  • Workspace notifications – for shared team awareness. To change them: go to Settings → Workspace, or open the command palette (⌘+K on Mac, Ctrl+K on Windows/Linux) and choose Workspace notification settings.

  • Personal notifications – for individual follow-ups and assignments. To change them: click your avatar in the bottom-left, choose Preferences, then in the left sidebar under Notifications open Email notifications or Slack notifications. (You can also open the command palette and run Personal preferences, then use those same Notifications links in the sidebar.)

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

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