Reporting

Reporting in Plain gives you a clear view of their support workload – helping you understand trends, identify improvement areas, and operate with confidence.

It’s built to help you go beyond just “how many tickets” and answer deeper questions about performance, efficiency, and customer experience, such as:

• Are we prioritizing support requests correctly?

• What product areas are creating most of our support volume?

• What companies are we speaking with most?

• Are we becoming more efficient over time?

• How are we performing against SLAs?

• What bottlenecks or gaps can we unblock in our workflow?

Product Insights

Product insights gives you a clear view of which features matter most to your customers. It connects your support requests to your product backlog, helping you make better, data-informed decisions.You can find Product insights in the left-hand sidebar of your Plain workspace.

How Product Insights work

On the Product insights page, you'll see:

• All linked issues from your issue tracker (i.e. Linear, JIRA), ranked by the number of related support requests

• Customer tier breakdowns, so you can weigh the impact across segments

• Linked companies, to see who’s asking for what

Click on any issue to dig deeper. You'll get:

• A full list of customers who have requested the feature

• Support request breakdown by tier

• All related conversation threads that reference the issue