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Accounts are how you group the people you support into the organizations they belong to. When someone gets in touch, the account gives your team the context they need to help: who the customer works for, which tier they’re on, and every other thread that organization has had with you.
Accounts in Plain
Accounts can be created from multiple sources in Plain. They can be created automatically based on the email domain of the customer, from your CRM when you connect a CRM integration or via the API. For example, if in your product all of your customers belong to a team/org/workspace then you could create an account per team/org/workspace via the API. Accounts can be especially useful if you are building a headless support portal or if you have support SLAs tied to different tiers of customers. Accounts can be created via the API or created automatically based on a customer’s email domain. When a customer contacts you, Plain matches their email domain to an existing account or creates a new one with no manual API call needed. Automatic creation of accounts based on email domain can optionally be toggled off with the Show domain-based accounts setting.

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Viewing your accounts in Plain

Each account has an account page in Plain where you can add or see the following information:
  • Tier
  • External ID
  • Primary domain
  • Alternate domains
  • Individual customers
  • Open threads
You can also favorite an account so that it always appears in your lefthand sidebar.

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Account fields

Once you have accounts set up, account fields let you add more context to them. Account fields let you bring customer data from your external systems, like your CRM or your own database, directly into Plain. An account represents a customer company or organization, and account fields give you the context you already rely on elsewhere, right where you are working.

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Why it’s useful

With account fields, you can provide the right context to every thread: see customer details at a glance without switching tabs, filter queues and reports by data from external systems, and automate workflows based on customer data.

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How it works

Account fields are a one way sync from your external systems into Plain. They can also be created and updated directly in the UI. You can toggle the visibility of a field by going to Settings → Account fields.

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Supported field types

  • Boolean: true or false
  • Text: free form text
  • Number: integers or decimals
  • Date and time: a specific date and time
  • Dropdown (single select): choose one option from a predefined list
  • Multi select: choose multiple options from a predefined list
  • References: a list of links to users or accounts