Tiers

Tiers in Plain let you structure your support based on your customer segments – like Enterprise, Pro, or Free – so your team can deliver differentiated service at scale.

They’re especially powerful for B2B teams who serve a diverse customer base with varying levels of support expectations, response time guarantees, or contractual SLAs. By aligning your workflow with your pricing structure, Tiers help ensure your most valuable customers get the experience they expect – without adding operational overhead.

Setting and Managing Tiers

Manage tiers in Settings → Tiers.

You can assign tiers to:

• Companies – representing the customer organisation

• Tenants – representing distinct environments or workspaces within a company

Tiers can be managed:

• Manually – via the workspace UI

• Programmatically – via the Plain API

You can also mark one Tier as your default, which will be used as a fallback when no other match is found.

Linking Tiers to Priorities

Each tier can have a default priority. This lets you align support urgency with customer value.

For example:

• All Enterprise threads → Priority: High

• All Pro threads → Priority: Normal

• All Free threads → Priority: Low

This helps your team focus on what matters most – especially when used with views, SLA policies, or workflow rules.

How Tiers Are Assigned to Threads

When a thread is created either via email, Slack, or API, here’s how Plain chooses the tier:

• If the customer's associated tenant and company is in one tier – that tier is used

• If in multiple tiers – we use the one with the highest default priority

• If in no tiers – we fall back to the default tier (if set), otherwise no tier is assigned

This tiering logic ensures consistency across channels, and helps surface the right SLA or priority based on who the customer is – not where the request came from.