In-Slack actions

In-Slack actions help your team triage, assign, and resolve support threads in seconds. You can take action instantly from Slack, without context switching and create visibility on ownership and status of a support request, so everyone stays aligned.

Use Slack actions to manage threads

The following actions can be performed directly from a notification in your Slack channel:

• Reply in Slack
  Opens the original customer Slack thread so you can jump in instantly.

• I’ll take this
  Assigns the thread to you in Plain – clear ownership, no confusion.

• Status dropdown
  Lets you update the thread status directly from Slack. All your custom statuses (e.g. Investigating, Waiting on customer) are available in one click.

• Snooze until tomorrow
  Snooze a support request so that you have a reminder to look at it later.

• Set priority to urgent
  Automatically change a thread's priority to signal to your team that it needs immediate attention.

• Open in Plain
  Navigate to the support request in Plain, directly from the Slack notification.

Update thread status with emojis

You can also take action directly in the customer's Slack thread, using emojis on the top-level message.

• ✅ → Marks the thread as Done in Plain

• 👀 → Marks the thread as Investigating

Plain syncs these emoji reactions with thread status in real-time – but only when the setting is toggled 'On' from Settings -> Notifications.