Priorities - Plain Docs

Priorities help your team focus on what matters most by organizing support threads by urgency. This is especially helpful when volume is high or service levels vary by customer tier.

Priorities in Plain

Priority levels

Level	When to use
Urgent	Downtime, security threats, or data loss
High	Blocked workflows or time-sensitive issues
Medium	Standard requests
Low	Routine questions and follow-ups

Set priority

There are three ways to set a priority on a thread:

Press P while viewing the thread.
Open the command palette with ⌘ + K and search for Set priority.
Select a priority from the dropdown in the thread header.

Automate with workflows

Use workflows to set priorities automatically. In the Set priority action, set Mode to Manual and choose a priority in Set priority to. Choose AI selected instead to let AI pick a priority from the thread’s content. See AI triage.