Using Plain

This guide outlines our process for handling support requests at Langfuse. For this, we use Plain (docs):

• Centralize our support channels in a single inbox
• Manage escalation levels and track SLAs
• Link customer requests and reported bugs to Linear issues

Everyone gets access to Plain during onboarding.

What is the Process in Plain?

1. Unified inbox: Plain is synced with our support channels: Slack Connect channels, Email support addresses, GitHub Discussions (Support and Ideas) and In-App Support Form. Plain uses AI to merge messages into support tickets in case a user uses multiple messages for a single request.
2. 1st Level support: Screens the inbox regularly, answers questions
   • Assign 2nd level owner if escalation is needed
   • Generally, escalate bug reports and feature requests to owner. Owner takes care of linking to their linear backlog (see product ops).
3. Owner (engineer, gtm): fixes/logs the issue, notes feedback, and gives technical advice.
4. Close the loop: Resolve immediately or log an issue and ping the user once fixed + Update docs

How to use Plain?

Personal workflow

• If you are not on first-level support duty
  • You can focus on Your Threads.
  • It is expected that you clear these out at least once a day.

Core application screen

1. Status of a Thread.
2. Assignee of a Thread. You own the thread if you are assigned.
3. Customer Tier: Check if they are paying us.
4. Link a linear ticket. Once the Linear ticket is done, the Plain status changes to “Close the Loop” to follow up with the user.
5. User Information: Use this to look up the user project via Metabase.
6. Leave internal notes and tag people.
7. Use plain to directly reply in Slack/Email/ChatWidget
8. Jump to the Slack thread (if it exists)

-> Full Plain guide

Recommended Notification Settings

• Plain Email Notifications
  • Disable all except for @mention on notes as these are otherwise very difficult to keep track of
• Plain Slack Notifications
  • Subscribe to all events related to threads assigned to you
  • In general, we use Slack async. For most members of the team, we recommend enabling Plain notifications in Slack as the default in order to move fast on customer communication.
• If you are on PTO, please turn on Away Mode in order to (1) unassign threads upon new responses from you, (2) disable any automation that auto-assigns tickets to you