Sep 12, 2025
Team Reporting Comparisons
You can now spot performance patterns, benchmark you team, and make data-driven decisions with side-by-side teammate comparisons. See exactly who's crushing response times, handling the most volume, or needs support.
Compare key metrics across your team including:
First and next reply response times
Resolution times
Thread assignments and message volume
To try this out: Go to Insights → Team → Choose a team member → Compare
This features is available to Admins and Workspace Owners
Improvements
Added support for sharing themes with your team
Added Tier, Companies, Sentiment, Thread count, Category and Creation date to Theme pages
Create a MS Teams thread from within Plain
Added status indicators throughout the app to show whether your team are active or set to away
Help Center performance has been improved. Articles, in-progress requests, and waiting-for-customer requests now load much faster.
The Customer Inbox in Help Center now shows the avatar of the customer who started the thread.
Your workspace logo now appears next to team members’ replies in Help Center.
Bug Fixes
Fixed CSAT bar chart Y-axis so it now shows all the data.
Fixed reporting range not persisting when using sidebar reporting links.
Fixed duplicate to/from URL parameters on some reporting pages.
Fixed a bug in Help Center search when Customer Inbox was disabled.
Fixed disappearing messages when moving between a Request and the Customer Inbox in Help Center.
Fixed various Microsoft Teams integration issues.
Designed, built and written by
Elise Hein
Engineering
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