Support volume - Plain Docs

Support volume shows how much work is coming into your workspace and whether that load is growing or shrinking. The metrics below count threads and status transitions, not messages.

Metrics

Metric	What it measures
Threads in Todo	Running count of threads waiting for a reply. Plain adds 1 each time a thread enters Todo and subtracts 1 each time it leaves (to Done, Snoozed, or Ignored). The chart shows how that total changed over the selected period.
New threads created	Count of new threads opened in the selected period, grouped by day or hour.
Threads reopened	Count of threads that moved from Done back to Todo. Moving from Snoozed to Todo, such as a customer answering a thread that’s Waiting for customer, doesn’t count.
Threads moved to Done	Count of threads that moved to Done.

Each thread counts once per bucket. A thread that is re-opened and closed again on the same day counts once in that day’s Done bar. These metrics leave out the same threads as every other metric. See Which threads count.

How to use it

Compare “New threads created” against “Threads moved to Done” to see whether your queue is growing or shrinking. Filter or group by channel, label, tier, and more to find where volume is coming from. The heatmap shows which hours and days drive the most inbound traffic.

All volume metrics, including Threads in Todo, refresh hourly.