Update to Slack Digests

Last month, we released Slack Digests – giving you daily insights into your Plain account activity delivered to Slack every weekday.

We received some feedback that different members of your team need to know different things about the state of your support queue, so we’ve decided to make some updates. 

You can now choose between 2 different digests (or use both) – to ensure the right people on your team have the correct overview of the information they need to know about your support queue at a glance. 

Daily Standup   

The new Daily Standup Digest is an updated version of our original digest. It aims to give you a brief, cohesive overview of your outstanding threads in “Todo”, and tags the members of your team that have threads assigned to them. 

This Digest is tailored towards the members of your team who are actively responding to support requests – we recommend using it in the mornings so you get a quick overview first thing about the threads that need to be actioned. 

Daily Summary  

The Daily Summary Digest is a brand new digest, aimed at giving you a high-level view into the health of your support queue. Threads that need high priority actions will be listed here – e.g. threads that have breached or are about to breach their SLAs, and threads that have been waiting for action for a long time. 

This Digest will be useful for Heads of Support, or team members who mightn’t be in the support weeds every day, but need to know about the high-level state of your support queue. We recommend turning it on at the end of the day so you get an idea of how your support team has performed throughout the day.

Check out our docs for more information on Slack Digests, and instructions on how to set them up.