We are excited to announce two new integrations this week - Incident.io and Rootly! With these integrations your support and engineering teams can easily collaborate during incidents and you can manage customer communication during high stress times. Both integrations work in a similar way: you will now be able to create or link incidents directly from Plain, and then easily follow up with customers once issues are resolved.

Here’s what you’ll be able to do:

• Initiate New Incidents: Start a new incident directly from any support request within Plain.

• Link Existing Incidents: Associate ongoing incidents with support threads to monitor status and coordinate updates.

• Automatic Status Tracking: When a linked Incident.io is marked as resolved in Incident or Rootly, the corresponding thread in Plain automatically returns to your TODO list, ensuring fast customer follow-ups.

• Assign Key Incident Details: Set critical fields like severity, team, and service – all without leaving Plain.

This is especially useful for escalating widespread issues reported by customers, connecting multiple customer conversations to a single incident and coordinating between your support and engineering teams. Check out our docs for full setup instructions for Incident.io and Rootly.