Roles and permissions

You manage roles in Settings, then Members.

Built-in roles

• Owner: full access to all settings and data.

• Admin: access to everything except billing and workspace deletion.

• Support: can message customers and use all in-app support features.

• Viewer: can view all support requests. Viewer seats are free and unlimited.

  Viewers can use Sidekick by default. Admins and Owners can restrict Sidekick access to Support users and above. Open Sidekick, then Settings.

Other members

Plain may add people to your workspace as Other members without giving them a billable seat. This happens when someone with a matching company email domain opens a Plain thread link, or takes part in a connected Slack or email discussion.

Other members can take part in those specific threads. They cannot log in to Plain or access the rest of the workspace.

To give an Other member full access, go to Settings, then Members, then Other. Click their name and assign them a role.

Custom roles

Custom roles let you create roles that fit your team's structure, for example for specific clients, departments or types of support work. To create one, go to Settings, then Roles, then Add Role. You can assign a custom role to new and existing members like any other role.

Custom roles also control which threads a member can access. When you set up a custom role, you can filter thread access by:

• Tenants: limit visibility to threads from specific tenants.

• Tiers: control visibility by customer tier, such as Enterprise or Pro.

• Labels: filter by thread labels such as Product or Sales.

• Channels: limit access to specific channels, such as email or chat.

  You can combine these filters. For example, you could create a role that only sees threads labeled Sales for one tenant, or one that only sees email requests from Enterprise customers. Threads that do not match the filters are hidden from members with that role.