Dec 16, 2024
Team Reporting
We’ve introduced team reporting – enabling workspace owners and admins to understand the impact that each individual team member is having on their support operations.
Owners and admins of workspaces can now see:
An overview of their whole team performance: including message send count, median first response time, median next response time, median resolution time.
A detail page for each team member where owners and admins can view: message send count, median first response time, median next response time, median resolution time, and threads assigned to each team member.
Right now, only admins and owners can view team reporting. We’ll launch an update soon that will enable individual team members to drill down into their own performance.
Team reporting is available on our Grow and Scale plans.
What's new
We’ve added a new metric to reporting for: time customers waiting for help.
You can now edit API keys so you don’t have to recreate them every time.
You can now 'paste permissions' from your clipboard when editing or creating an API key.
You can now filter threads by the API channel:
You can now paste a list of emails, like: Tom from Example <tom@example.com>, celia@example.com, “Margaret @ Example Co” <margaret@example.com> into the composer, and we'll correctly parse it and use it for the email you send.
Bug Fixes
Fixed a bug that caused a customer’s company to re-set when they sent a Slack message in a support channel. Now, the company is permanently set.
Linear issue tags in the timeline of a thread now consistently open in a new tab.
Designed, built and written by
Andrew Blaney
Engineering
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