Feb 27, 2026
Theme Digests & Improvements
Plain now groups your support threads into themes using AI and sends you a weekly Slack digest of the top ones. Instead of piecing together what customers are asking about from individual threads, you get a summary of the patterns that matter.
What's new
Control AI access to help center content. Choose per help center whether customer-facing AI can reference its articles.
Date thread fields. Thread fields now support dates, with a date and time picker. Works with before/after filtering in views and workflows.
Remove labels workflow action. Workflows can now remove labels from threads, not just apply them.
Jira custom fields. You can now fill custom Jira fields when creating issues from Plain.
Improvements
Round robin respects team order. Assignment follows team ordering, so specialist teams get filled before overflow.
Discussions panel. Internal discussions now open in a side panel instead of a popover, with more space and attachment support.
Click to mark notifications as read. Clicking a notification marks it as read. You can also mark notifications as unread.
Bug Fixes
Slack notifications now update with thread titles. When AI updates a thread title, the Slack notification reflects the change instead of showing the default.
Designed, built and written by
Emanuel Danci
Software Engineer
Freddie Hoy
Engineering
Elise Hein
Engineering
David Leyland
Engineering