Rootly

Plain's Rootly integration helps support and engineering teams work together seamlessly during incidents. Link support threads to Rootly incidents and follow up automatically with customers when the incident is resolved.

Prerequisites

1. Create a Global API key in Rootly and ensure the Incident Response Role and On-Call Role are set to "Owner" and "Admin" respectively.

How to Set It Up

1. Go to Settings → Rootly

2. Connect your Rootly account

3. Once connected, use the Thread links panel in any support thread to start a new incident, link to an existing one, or set optional fields like severity, team, and service

When an incident is marked Resolved in Rootly, all linked threads automatically return to your Todo view in Plain so you can close the loop with customers.