From 3128b0e128b4d5b8f60f9bbe171aca8666e00784 Mon Sep 17 00:00:00 2001
From: "mintlify[bot]" <109931778+mintlify[bot]@users.noreply.github.com>
Date: Fri, 21 Feb 2025 10:36:35 +0000
Subject: [PATCH 1/5] Documentation edits made through Mintlify web editor
---
quickstart.mdx | 209 +++++++++++++++++++++++++++----------------------
1 file changed, 116 insertions(+), 93 deletions(-)
diff --git a/quickstart.mdx b/quickstart.mdx
index 797f957..2af99ac 100644
--- a/quickstart.mdx
+++ b/quickstart.mdx
@@ -5,137 +5,166 @@ description: 'Everything you need to know to start supporting your customers wit
-Plain is the fastest, most powerful support platform for technical support teams. It's got everything you need to help your customers in a modern, consolidated, and collaborative platform.
+Plain is the most collaborative support platform for B2B support teams. It's got everything you need to consolidate all your support channels, and help your customers in a modern, AI-powered platform.
This quickstart guide will walk you through how to set up your workspace and start helping your customers.
### The basics
+
+ Everything in Plain happens in your team's workspace. If you've not yet created your workspace, or want to learn more about Plain, [book a demo](https://www.plain.com/signup/demo) with us so we can run you through your setup.
-
-Everything in Plain happens in your team's workspace. To create a workspace for your team, sign up at https://app.plain.com and click **Create a workspace**. Please note: you'll need to jump on a quick onboarding call with us before you can create a workspace.
-
-
-To start answering customer requests in Plain, you should begin by connecting your Slack, email, or Chat:
+ If you've already done your demo call – you can create your workspace at https://app.plain.com and click **Create a workspace**.
+
-**Slack** - Our Slack integration lets you sync messages from selected Slack channels to Plain and respond directly to customers from the platform. [Learn more about setting up Slack with Plain](/slack).
+
+ To start answering customer requests in Plain, you should begin by connecting your Slack, email, Discord, or chat:
-**Email** – You can link your support email and start receiving customer request in minutes. For more information on how to connect your email addresses to Plain, [check out the docs](/email/)
+ * **Slack** - Our Slack integration lets you sync messages from selected Slack channels to Plain and respond directly to customers from the platform. [Learn more about setting up Slack with Plain](/slack).
-**Chat** – Our Chat widget lets you embed a live chat interface on your website or app, allowing your customers to reach out to you without leaving your site. [Learn how to set up Chat.](/chat)
+ * **Email** – You can link your support email and start receiving customer request in minutes. For more information on how to connect your email addresses to Plain, [check out the docs](/email/)
-You can also build a totally on-brand [support portal](/headless-support-portal/) and [in-app forms](/contact-forms/) to match your branding and UI, and structure your support queries.
+ * **Discord** – Enable seamless communication between your Discord server and Plain workspace. Check out the[ Discord docs](https://www.plain.com/docs/discord/overview) for setup instructions (it only takes a few minutes).
-
+ * **Chat** – Our Chat widget lets you embed a live chat interface on your website or app, allowing your customers to reach out to you without leaving your site. [Learn how to set up Chat.](/chat)
-
- To add team members to your Plain workspace and assign roles, navigate to **Settings** →
- **Members** in your workspace. You can add your entire team to Plain for free - we'll only charge
- you for users that actively send messages to customers.
-
+ You can also build a totally on-brand [support portal](/headless-support-portal/) and [in-app forms](/contact-forms/) to match your branding and UI, and structure your support queries.
+
-
-To make sure your team gets notified of new support requests, [set up notifications](/notifications).
+
+ To add team members to your Plain workspace and assign roles, navigate to **Settings** →
+ **Members** in your workspace. You can add your entire team to Plain for free – we'll only charge you for users that actively send messages to customers.
-We recommend, as a minimum, setting up one shared Slack or Discord channel where new support requests are posted. We also recommend setting up personal notifications so you can be notified of new replies and activity on threads you are assigned to.
+ Available roles include:
-
+ * Owner: Full access to everything, including billing, deleting workspaces, managing workspace settings and API keys.
-
-[Connecting your Linear workspace](/integrations/linear) to Plain will let you quickly and seamlessly log bugs and feature requests to Linear without leaving Plain and then close the loop with the customer once they're completed.
+ * Admin: Access to everything in Plain except for billing and deleting workspaces.
-You can connect to Linear by selecting your workspace name in the top left hand side of your Plain workspace, and selecting **Settings** → **Linear**.
+ * Support: Can message customers and use all in-app features.
-
+ * Viewer: Can view all support requests and participate in internal discussions, but cannot send messages to customers via Plain. Viewer seats are completely free, and unlimited.
+
-
+
+ To make sure your team gets notified of new support requests, [set up notifications](/notifications).
-### Speed up your workflow
+ We recommend, as a minimum, setting up one shared Slack or Discord channel where new support requests are posted.
-
+ We also recommend setting up personal notifications so you can be notified of new replies and activity on threads you are assigned to. Personal notifications can be managed by clicking on your personal avatar in your Plain workspace.
+
+
+
+ [Connecting your Linear workspace](/integrations/linear) to Plain will let you quickly and seamlessly log bugs and feature requests to Linear without leaving Plain.
+
+ Once a Linear issue is resolved, the linked customer thread will move to "Close the Loop" status, reminding you to update the customer on the fix.
+
+ You can connect to Linear by selecting your workspace name in the top left hand side of your Plain workspace, and selecting **Settings** → **Linear**.
+
+
+
+ Connecting your Jira workspace will help your quickly and easily log bugs, issues, and feature requests to Jira, without ever leaving Plain.
+
+ Once a Jira issue is resolved, the linked customer thread will move to "Close the Loop" status, reminding you to update the customer on the fix.
-
- Labels are a lightweight but powerful way to categorize threads in Plain. You can configure the labels that make sense for you in **Settings** → **Labels**.
+ Connect to Jira by navigating to your workspace settings, and selecting **Settings** → **Jira.**
+
+
-[**Add labels**](/labels/)
+### Speed up your workflow
-
+
+
+ Labels are a lightweight but powerful way to categorize threads in Plain. You can configure the labels that make sense for you in **Settings** → **Labels**.
-
- Snippets are templated messages that allow you to pull common language to message customers more
- quickly. You can configure them in **Settings** → **Snippets**
+ [**Add labels**](/labels/)
+
-[**Set up snippets**](/snippets/)
+
+ Snippets are templated messages that allow you to pull common language to message customers more
+ quickly. You can configure them in **Settings** → **Snippets**
-
+ [**Set up snippets**](/snippets/)
+
-
- An autoresponder can be useful in situations of acute support load, such as during incidents, or to confirm you received a support request and manage expectations with customers.
+
+ An autoresponder can be useful in situations of acute support load, such as during incidents, or to confirm you received a support request and manage expectations with customers.
-[**Set up auto-responses**](/auto-responses/)
+ [**Set up auto-responses**](/auto-responses/)
+
-
+
+ We make it easy to fly through your workflow without ever needing to use a mouse. Learn about our
+ keyboard shortcuts here. We've also added hints throughout the app on which keyboard shortcuts to
+ use.
-
- We make it easy to fly through your workflow without ever needing to use a mouse. Learn about our
- keyboard shortcuts here. We've also added hints throughout the app on which keyboard shortcuts to
- use.
+ [**View all shortcuts**](/shortcuts/)
+
-[**View all shortcuts**](/shortcuts/)
+
+ Use workflow rules to help you automate common actions your team takes. With customizable conditions and actions, you can automate repetitive tasks and streamline your team’s processes.
-
+ [**Learn about workflow rules**](/workflow-rules/)
+
-
- Use workflow rules to help you automate common actions your team takes. With customizable conditions and actions, you can automate repetitive tasks and streamline your team’s processes.
+
+ Plain AI is built to remove repetitive tasks from your teams’ workload, and automate the responses to your support requests.
-[**Learn about workflow rules**](/workflow-rules/)
+ * Speed up your team and your FRT with our [AI-powered workflow features. ](https://www.plain.com/docs/plain-ai/workflow)
-
+ * Get Plain AI to draft [suggested responses](https://www.plain.com/docs/plain-ai/suggested-responses) to support requests, based on your knowledge base or documentation.
+ * [Index your documentation](https://www.plain.com/docs/plain-ai/knowledge-sources) or knowledge base in your Plain settings or use the Plain CLI.
+
### Organize your workspace
+
+ In Plain you can see what company a customer belongs to, so you have more context when providing support. You'll be able to dig into all support data around a customer on their individual company page.
-
- In Plain you can see what company a customer belongs to, so you have more context when providing support.
+ [**Learn more about companies**](/company-support/)
+
-[**Learn more about companies**](/company-support/)
+
+ You can organize your customers to mirror how your product is structured. For example, if in your product all of your customers belong to a team/org/account/workspace then you would create a tenant per team/org/account/workspace.
-
+ [**Learn more about tenants**](/tenant-support/)
+
-
- You can organize your customers to mirror how your product is structured. For example, if in your product all of your customers belong to a team/org/account/workspace then you would create a tenant per team/org/account/workspace.
+
+ Tiers add support for defining SLAs so you can enforce a first-response time for different support tiers within your product or pricing.
-[**Learn more about tenants**](/tenant-support/)
+ [**Learn more about tiers**](/data-model/)
+
-
+
+ When configuring an SLA you can set when you want to be warned of a breach. For example if your first response time SLA is 4 hours, you might want to be notified 30 minutes before a breach so you can still reply in time. They can be set for first response time and next response time.
-
- Tiers add support for defining SLAs so you can enforce a first-response time for different support tiers within your product or pricing.
+ [**Learn more about SLAs**](/tiers#slas/)
+
-[**Learn more about tiers**](/data-model/)
+
+ By default, SLAs apply at all times. They can be configured to only count working hours by toggling on Only during business hours. To configure business hours go to Settings → Business hours.
-
+ [**Learn more about business hours**](/tiers#business-hours/)
+
-
- When configuring an SLA you can set when you want to be warned of a breach. For example if your first response time SLA is 4 hours, you might want to be notified 30 minutes before a breach so you can still reply in time. They can be set for first response time and next response time.
+
+ Our [saved views](https://www.plain.com/docs/saved-views) allows your team to create and save different views of your support queue at a workspace level (saved views are not currently available at an individual level).
-[**Learn more about SLAs**](/tiers#slas/)
-
-
- By default, SLAs apply at all times. They can be configured to only count working hours by toggling on Only during business hours. To configure business hours go to Settings → Business hours.
+ With saved views, your team can customize and save different views based on various different properties.
-[**Learn more about business hours**](/tiers#business-hours/)
-
+ These are powerful for a few different use cases: like account managers who need to stay tight on certain customer groups, support teams who split the ownership/management of their support queue by channel, and support teams where different customers get a different level of service (e.g. free and enterprise plans).
+
### Adding context
@@ -143,37 +172,31 @@ You can connect to Linear by selecting your workspace name in the top left hand
To provide support more quickly, get more context into Plain from your own systems.
-
-Customer cards let you show live information from your own systems in Plain. This lets you bring important, business-specific context to Plain and makes it even easier to help customers without jumping through different tabs.
-
-[**Set up customer cards**](/customer-cards/)
-
-
-
-
-Events let you log important customer actions, errors, releases, and other key events to Plain. This gives you the full picture in the context of a support request as to what happened and why.
-
-[**Set up events**](/events/)
-
-
+
+ Customer cards let you show live information from your own systems in Plain. This lets you bring important, business-specific context to Plain and makes it even easier to help customers without jumping through different tabs.
-
-To be able to keep track of additional information related to a support request, you can configure additional custom fields you want to store on a thread (like product area, needs followup, Github issue etc.).
+ [**Set up customer cards**](/customer-cards/)
+
-[**Learn more about thread fields**](/thread-fields/)
+
+ Events let you log important customer actions, errors, releases, and other key events to Plain. This gives you the full picture in the context of a support request as to what happened and why.
-
+ [**Set up events**](/events/)
+
-
-Plain is built API first so that you can build countless other use cases into your support stack.
+
+ To be able to keep track of additional information related to a support request, you can configure additional custom fields you want to store on a thread (like product area, needs followup, Github issue etc.).
-[Learn more about our API](/api-reference/graphql/) and make your first API call.
+ [**Learn more about thread fields**](/thread-fields/)
+
-
+
+ Plain is built API first so that you can build countless other use cases into your support stack.
+ [Learn more about our API](/api-reference/graphql/) and make your first API call.
+
### Feedback & questions
-If you have any feedback on our docs, we'd love to hear it! Open an issue straight in [Github](https://github.com/team-plain/docs) or drop us an email
-at [help@plain.com](mailto:help@plain.com) and an engineer on the team will help you.
+If you have any feedback on our docs, we'd love to hear it! Open an issue straight in [Github](https://github.com/team-plain/docs) or drop us an email at [help@plain.com](mailto:help@plain.com) and an engineer on the team will help you.
\ No newline at end of file
From cfe87e1b353f3fc6f6df3205436f6085f7e65919 Mon Sep 17 00:00:00 2001
From: "mintlify[bot]" <109931778+mintlify[bot]@users.noreply.github.com>
Date: Fri, 21 Feb 2025 10:41:03 +0000
Subject: [PATCH 2/5] Documentation edits made through Mintlify web editor
---
slack.mdx | 53 ++++++++++++++++++++++++-----------------------------
1 file changed, 24 insertions(+), 29 deletions(-)
diff --git a/slack.mdx b/slack.mdx
index 57cc351..6dfe2b9 100644
--- a/slack.mdx
+++ b/slack.mdx
@@ -3,51 +3,46 @@ title: 'Slack'
sidebarTitle: 'Overview'
---
-**Never miss another message from a customer in Slack**
+**The most powerful Slack integration for B2B support teams.**
-Our Slack integration lets you sync messages from selected Slack channels to Plain and respond directly to customers from the platform.
+Our Slack integration lets you sync messages from selected Slack channels to Plain and respond directly to customers from the platform. Get the full picture of your Slack support with robust [reporting](https://www.plain.com/docs/reporting), link customer requests from Slack to tickets in [Linear](https://www.plain.com/docs/integrations/linear) or [Jira](https://www.plain.com/docs/integrations/jira), and set [labels](https://www.plain.com/docs/labels), [tiers](https://www.plain.com/docs/tiers), and [SLAs](https://www.plain.com/docs/tiers#slas) – so you never miss a customer message again.
-You will also be able to [add context to Slack messages with customer cards](/customer-cards), [set labels](/labels) and priorities, [create Linear tickets](/integrations/linear), and much more.
+You can also use AI-powered [suggested responses](https://www.plain.com/docs/plain-ai/suggested-responses), to draft responses to customer requests based off your documentation or knowledge base.
Here’s how to get started:
-- In Plain, navigate to **`Settings`** > **`Slack`**.
-- Press **`Connect to Slack`**.
-- Follow Slack’s instructions to make sure the correct Slack workspace is selected.
-- Authorize replies from your Slack profile to respond directly from Plain.
-
-
+ * In Plain, navigate to **`Settings`** > **`Slack`**.
-Once you’ve set up the integration in Plain, go to the Slack channels you want to track and invite the Plain app. You can do this by typing **`/invite`**, selecting **`Add apps to this channel`** and then choosing Plain.
+ * Press **`Connect to Slack`**.
-If you'd like to add Plain to many Slack channels in bulk, reach out via chat or on help@plain.com and we can help.
+ * Follow Slack’s instructions to make sure the correct Slack workspace is selected.
-
+ * Authorize replies from your Slack profile to respond directly from Plain.
+
-
- When Plain is added to a channel, we automatically classify it as a Customer channel if it's a _Slack Connect_ channel or one for [internal discussions](/thread-discussions) otherwise.
+
+ Once you’ve set up the integration in Plain, go to the Slack channels you want to track and invite the Plain app. You can do this by typing **`/invite`**, selecting **`Add apps to this channel`** and then choosing Plain.
-For customer channels, we treat messages from non-Plain users as support requests, which are ingested as threads into Plain.
+ If you'd like to add Plain to many Slack channels in bulk, reach out via chat or on help@plain.com and we can help.
-In discussion channels, on the other hand, we only ingest messages related to an on-going discussion.
+
-
+
+ When Plain is added to a channel, we automatically classify it as a Customer channel if it's a *Slack Connect* channel or one for [internal discussions](/thread-discussions) otherwise.
-
+ For customer channels, we treat messages from non-Plain users as support requests, which are ingested as threads into Plain.
-
+ In discussion channels, on the other hand, we only ingest messages related to an on-going discussion.
+
+
-Slack messages from the authorized channels will begin appearing as threads in Plain. To respond, press `R` and begin typing in Plain. Your responses will appear in Slack as if you are responding directly in the app.
+
+ Slack messages from the authorized channels will begin appearing as threads in Plain. To respond, press `R` and begin typing in Plain. Your responses will appear in Slack as if you are responding directly in the app.
-Emojis ( **`:`** to search for the right one), syntax highlighting, and attachments are all supported in Plain.
+ Emojis ( **`:`** to search for the right one), syntax highlighting, and attachments are all supported in Plain.
-**Note -** Slack messages sent by a Slack user that does **not** have an account in Plain (i.e. a customer) will create threads in Plain.
-
-
-
+ **Note -** Slack messages sent by a Slack user that does **not** have an account in Plain (i.e. a customer) will create threads in Plain.
+
+
\ No newline at end of file
From 2d516db420b08ba3e0ec457fccff8e30bfd2aa6b Mon Sep 17 00:00:00 2001
From: "mintlify[bot]" <109931778+mintlify[bot]@users.noreply.github.com>
Date: Fri, 21 Feb 2025 10:43:06 +0000
Subject: [PATCH 3/5] Documentation edits made through Mintlify web editor
---
plain-ai/knowledge-sources.mdx | 25 +++++++++++++++----------
1 file changed, 15 insertions(+), 10 deletions(-)
diff --git a/plain-ai/knowledge-sources.mdx b/plain-ai/knowledge-sources.mdx
index 3bb3099..6096a84 100644
--- a/plain-ai/knowledge-sources.mdx
+++ b/plain-ai/knowledge-sources.mdx
@@ -2,13 +2,15 @@
title: 'Knowledge Sources'
---
-Documentation can be indexed by using the [Plain CLI](https://github.com/team-plain/cli). With it you can index:
+Documentation can be indexed in two ways: either by adding URLs by navigating to your workspace settings and selecting "Knowledge Sources", or by using the [Plain CLI](https://github.com/team-plain/cli). With it you can index:
-- a single URL
-- a sitemap URL (each entry in the sitemap is indexed)
-- Optional: add a [label type ID](/labels) to associate the document with
+* a single URL
-For installation and usage instructions, please see the [Plain CLI docs](https://github.com/team-plain/cli).
+* a sitemap URL (each entry in the sitemap is indexed)
+
+* Optional: add a [label type ID](/labels) to associate the document with
+
+For installation and usage instructions, please see the [Plain CLI docs](https://github.com/team-plain/cli). Note: to add files, you'll need to use the Plain CLI. For URLs only, you can use the Knowledge Sources setting.
### Labels
@@ -24,12 +26,15 @@ To keep indexed documents up to date, you can automate the indexing process the
Here is an example Github Action to re-index the documents using the [Plain CLI](https://github.com/team-plain/cli) run on a schedule.
-- The action runs every 3 hours
-- The action uses the `PLAIN_API_KEY` secret to authenticate with the Plain API
-- The action indexes all URLs in the sitemap
+* The action runs every 3 hours
+
+* The action uses the `PLAIN_API_KEY` secret to authenticate with the Plain API
+
+* The action indexes all URLs in the sitemap
The `PLAIN_API_KEY` requires the following permissions:
-- `indexedDocument:create`
+
+* `indexedDocument:create`
```yaml
name: Index docs
@@ -55,4 +60,4 @@ jobs:
run: plain index-sitemap https://www.plain.com/docs/sitemap.xml --labelTypeIds lt_01G0EZ1XTM37C643SQTDNXR1
env:
PLAIN_API_KEY: ${{ secrets.PLAIN_API_KEY }}
-```
+```
\ No newline at end of file
From 9f1baab9c843155fc7f2f0009fd711c67ad0806b Mon Sep 17 00:00:00 2001
From: "mintlify[bot]" <109931778+mintlify[bot]@users.noreply.github.com>
Date: Fri, 21 Feb 2025 10:47:46 +0000
Subject: [PATCH 4/5] Documentation edits made through Mintlify web editor
---
integrations/linear.mdx | 11 ++++++++---
1 file changed, 8 insertions(+), 3 deletions(-)
diff --git a/integrations/linear.mdx b/integrations/linear.mdx
index 0a681e4..d709fa4 100644
--- a/integrations/linear.mdx
+++ b/integrations/linear.mdx
@@ -6,7 +6,7 @@ title: 'Linear integration'
To easily keep track of feature requests and bugs reported in Plain, you can connect your Linear workspace with Plain.
-This lets you easily link a Linear issue to a thread – and ensures you're always prompted to reply to a customer when their bug is fixed or feature request is shipped.
+This lets you easily link a Linear issue to a thread – and ensures you're always reminded to reply to a customer when their bug is fixed or feature request is shipped. Threads are automatically moved to "Close the Loop" status when the associated Linear issue is complete.
To do this, head to **Settings** → **Linear integration** and connect your workspace.
@@ -16,11 +16,16 @@ Once a Linear issue is linked, the thread will move back to `Close the loop` whe
Once you connect your Linear account and start linking issues to customer requests, you'll get access to a new Product insights page in Plain – where you'll be able to get a ranked view of your top customer requests from Linear directly in Plain. You can also dig into each request, to understand which customers requested each feature, the tier breakdown of these customers and when the request was initially made.
+### Linear Templates
+
+If you've created templates for issues in Linear, you can choose which template you want to use every time you create a new issue from Plain. Get consistent with how you manage bugs, feature requests, or engineering tickets and ensure they're always presented the same way.
+
+When creating a Linear issue, just hit "No template" and choose the template you want to use.
+
### Customer Requests
If your Linear workspace supports Customer Requests, we'll create a Customer and a Customer Request when linking a Plain thread to a Linear issue.
Linear Customers are created by looking at the Customer's company domain on the thread. If a Plain thread has no company domain, we won't create a Linear Customer or Customer Request.
-If Linear Customer requests is disabled in your workspace, our linear integration will still create Customers and Customer Requests in the background, so if you decide to enable it, they'll be ready to go.
-
+If Linear Customer requests is disabled in your workspace, our linear integration will still create Customers and Customer Requests in the background, so if you decide to enable it, they'll be ready to go.
\ No newline at end of file
From c4ba03977fc36f8d4661bbed57159a04a27951ca Mon Sep 17 00:00:00 2001
From: katedonnellan1
Date: Fri, 21 Feb 2025 11:28:50 +0000
Subject: [PATCH 5/5] Update plain-ai/knowledge-sources.mdx
Co-authored-by: Andrew Blaney
---
plain-ai/knowledge-sources.mdx | 2 +-
1 file changed, 1 insertion(+), 1 deletion(-)
diff --git a/plain-ai/knowledge-sources.mdx b/plain-ai/knowledge-sources.mdx
index 6096a84..7c998a2 100644
--- a/plain-ai/knowledge-sources.mdx
+++ b/plain-ai/knowledge-sources.mdx
@@ -10,7 +10,7 @@ Documentation can be indexed in two ways: either by adding URLs by navigating to
* Optional: add a [label type ID](/labels) to associate the document with
-For installation and usage instructions, please see the [Plain CLI docs](https://github.com/team-plain/cli). Note: to add files, you'll need to use the Plain CLI. For URLs only, you can use the Knowledge Sources setting.
+For installation and usage instructions, please see the [Plain CLI docs](https://github.com/team-plain/cli). Note: to add multiple URLs via a sitemap, you'll need to use the Plain CLI `index-sitemap` command. For individual URLs, you can use the Knowledge Sources settings page, or the `index-url` CL command.
### Labels