Incident.io

Plain's Incident.io integration allows you to coordinate with engineering during incidents while keeping customers in the loop. Link support threads to active incidents, track incoming requests, and follow up automatically when the incident is resolved.

How to Set It Up

1. Go to Settings → Incident.io

2. Connect your Incident.io account

3. During setup, you'll be asked to create an API key in Incident.io. Make sure it has these permissions:

   • View data (e.g. incidents and org settings)

   • Create incidents

   • Edit incidents

4. Once connected, use the Thread links panel in any thread to create a new incident, link to an existing one, or set incident details like severity, team, and service.

When an incident is resolved in Incident.io, Plain automatically moves all linked threads to your Close the Loop list, so your team can follow up with customers.