Strengthens the core productOff-the-shelf productEstablished, AI retrofitted

Plain

Not Just Tickets Ltd ·www.plain.com· As of: 2026-07-30

Routes customer requests from Slack, Teams, Discord, email and chat along accounts, customer groups and service level agreements instead of along channels, and makes every operation programmable through an API.

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ClaudeChatGPTPerplexity

Our verdict

An inbox for customer requests keeps you from falling behind, and no more than that, which every tool in this class does. The reason to pick this one sits a layer deeper: companies, customer groups and service level agreements are first-class objects in the API, and customer cards pull live data from your own product into the thread. Teams that actually build that coupling turn support into part of the product. Teams that do not build it pay for an expensive inbox and would have got just as far with the simplest tool in the class. Hence the core-product verdict rather than the rung below it, but only on that condition.

Evidence:As of 2026-07-30Plans, seat prices, included credits and tier boundariesOpen sourceAs of 2026-07-30Storage in AWS eu-west-2 London, encryption, deletion of inactive workspaces, Slack cache, SOC 2 Type IIOpen sourceAs of 2026-07-30Data processing addendum, training exclusion, standard contractual clauses, seven day objection window for subprocessorsOpen sourceAs of 2026-07-30Legal entity Not Just Tickets Ltd, company number 12736513, thirty day notice period, retention of aggregated data, price changes with thirty days' noticeOpen sourceAs of 2026-07-30Incorporated 13 July 2020, status active, share allotment 29 June 2026, confirmation statement 12 July 2026Open sourceAs of 2026-07-30Fifteen million dollar growth round in February 2025 and named reference customersOpen sourceAs of 2026-07-30Companies, customer groups, service level agreements and customer cards as first-class API objectsOpen sourceAs of 2026-07-30Credits are consumed only by the assistant, monthly ones expire, purchased ones roll overOpen sourceAs of 2026-07-30Renewal of the EU adequacy decision for the United Kingdom on 19 December 2025 through 27 December 2031Open source

Who it fits

Solo

suitable with caveats

Thirty-five dollars for one seat does not hurt, but the structure of accounts, customer groups and response times solves a problem nobody has with a handful of customers. The API only pays off with engineering time, and a solo operator does not have it.

Mid-market

suitable

Exactly the fit: named business customers, some of them in shared Slack channels, contractually promised response times and a product from which context can be pulled into the thread. Moving up to the plan with SLAs and a help centre costs 299 dollars a month for three seats.

Enterprise

suitable with caveats

Single sign-on and user provisioning only appear in the top tier, which carries no list price. There is no public commitment on tamper-evident audit logging, and production data sits in London, so outside the EU. For a procurement department these are three points to settle in writing before signing.

Buy, switch or build

Off-the-shelf

Established ticketing system of the broad class

The grown systems are cheaper to start with, carry more extensions and have a guide for every question. They organise work around the ticket and the channel, however, not around the account and the contract. Shared Slack channels with business customers arrive as an add-on rather than sitting at the core, and the link to your own product data stays a sidebar display instead of an object you work with.

AI-native

Resolution agent billed per resolved case

The new class bills not per seat but per deflected case, and pays off where many similar requests arrive from many end users. In business with named corporate customers the arithmetic flips: the value lies not in deflection but in the context a human with contract knowledge brings. Measuring support by resolution rate optimises the wrong number here.

Build it yourself

Shared Slack channels plus your own database

With three to ten corporate customers this is the honest route: shared channels, a spreadsheet of commitments, a model for summarising. It breaks at holiday cover, at provable response times and at the question of what actually happened last month. More importantly, the part worth building yourself is the coupling to your own product data, not the inbox. That coupling is exactly what this tool exposes as an API.

Our advice

  • Solo: Stay with the shared inbox until the first customer asks about response times.
  • Mid-market: Buy, but plan the customer cards from your own product data in from the start.
  • Enterprise: Before signing, settle the UK storage location, audit logging and the top tier price in writing.

Who is behind it

Staying power: Funded

Six years in market, an active company with up-to-date register filings, a fifteen million dollar growth round and named reference customers. That carries for the next few years, but this is not an established vendor with proven profitability.

  • Legal entity and company number: Not Just Tickets Ltd, Companies House 12736513, incorporated on 13.07.2020, status active, registered office in Altrincham (Cheshire)As of 2026-07-30find-and-update.company-information.service.gov.uk/…/12736513Open source · As of 2026-07-30
  • Funding: USD 15 million growth round in February 2025, led by Battery Ventures, with Index Ventures and Connect Ventures from the earlier roundAs of 2026-07-30Fifteen million dollar growth round in February 2025 and named reference customersOpen source · As of 2026-07-30
  • Ongoing register activity: Share allotment (SH01) on 29.06.2026, confirmation statement filed as at 12.07.2026, most recent annual accounts as at 31.01.2025As of 2026-07-30Incorporated 13 July 2020, status active, share allotment 29 June 2026, confirmation statement 12 July 2026Open source · As of 2026-07-30
  • Audit attestation: SOC 2 Type II, first attested on 01.06.2023; report available only through the trust centre on requestAs of 2026-07-30plain.com/changelog/soc2-type-iiOpen source · As of 2026-07-30
  • Named reference customers: Sanity, Laravel, Stytch, RaycastAs of 2026-07-30Fifteen million dollar growth round in February 2025 and named reference customersOpen source · As of 2026-07-30

Cost of leaving: Moderate

Everything held in the system is readable through the GraphQL API, and webhooks emit more than twenty event types. There is no documented bulk export, however, so you write the retrieval yourself. On top of that, cancellation requires thirty days' notice to the end of the term, deletion happens only on request by email, and the terms let the vendor keep aggregated data and data that has become integral to the service. The real switching cost sits in the customer cards and automations you built yourself, not in the thread data.

Regulation and data

How to read the traffic lightHow to read the traffic lightThe traffic light rates how well a point is evidenced, not how good the tool is. It draws only on the value, note and source held in the profile. Where a statement is missing, it rates the absence, not a guess. A well-reasoned "unclear" on a point that matters little for this tool is yellow. A missing source on a point that decides whether you can use it at all is red.documented, no condition attacheddocumented, tied to a conditiondocumented, but unfavourableopen on a point that decides usability
Data processing agreementScale for this point: Data processing agreementdocumented, no condition attached: Auftragsverarbeitungsvertrag öffentlich abrufbar und ohne weitere Bedingung Bestandteil des Vertrags; oder er entfällt nachvollziehbar begründet, weil kein Anbieter Kundendaten verarbeitet.documented, tied to a condition: Vertrag existiert, ist aber an einen Tarif gebunden, nur nach Anfrage einsehbar oder allein in den Nutzungsbedingungen geregelt statt als eigenes Dokument.documented, but unfavourable: Kein Auftragsverarbeitungsvertrag im üblichen Sinn: entweder weil der Anbieter für das Kerngeschäft eigenständig Verantwortlicher ist und stattdessen eine andere Konstruktion gilt, oder weil öffentlich offen bleibt, ob überhaupt einer angeboten wird.open on a point that decides usability: Weder ein Vertrag noch ein dokumentierter Weg zu einem Vertrag; der Einkauf hätte nichts, worauf er sich stützen kann.documented, no condition attachedyes, publicly available data processing agreementAs of 2026-07-30Data processing addendum, training exclusion, standard contractual clauses, seven day objection window for subprocessorsOpen sourceThe document is public without login and covers instructions, subprocessors, deletion and return. The contracting party is Not Just Tickets Ltd under the law of England and Wales.As of 2026-07-30
Storage locationScale for this point: Storage locationdocumented, no condition attached: EU-Speicherort ohne Zusatzkosten und ohne Tarifbindung, oder der Ort ist vollständig selbst bestimmbar, weil das Werkzeug im eigenen Betrieb läuft.documented, tied to a condition: EU-Speicherort möglich, aber an einen Tarif, einen gesondert zu aktivierenden Zusatz oder einen Umzug in eine getrennte Umgebung gebunden; oder die EU-Region ist nicht die Voreinstellung.documented, but unfavourable: Kein EU-Speicherort, der Ort ist aber eindeutig benannt, sodass die Folgen bewertbar sind.open on a point that decides usability: Der Speicherort ist öffentlich nicht benannt oder vom Kunden nicht steuerbar, sodass sich die Verarbeitung nicht verorten lässt.documented, but unfavourableAmazon Web Services, region eu-west-2 (London), so the United KingdomAs of 2026-07-30Storage in AWS eu-west-2 London, encryption, deletion of inactive workspaces, Slack cache, SOC 2 Type IIOpen sourceThe security page names the region explicitly and the API runs under the host core-api.uk.plain.com. The privacy policy speaks more broadly of servers in the United Kingdom and the EEA. A selectable EU region is not documented anywhere.As of 2026-07-30
SubprocessorsScale for this point: Subprocessorsdocumented, no condition attached: Vollständige öffentliche Liste der Unterauftragnehmer mit Zweck und Land; oder es gibt keine, weil das Werkzeug im eigenen Betrieb läuft.documented, tied to a condition: Liste existiert und ist benannt, aber nur nach Anfrage oder nach Zugang zu einem Vertrauensportal einsehbar, oder sie nennt Zweck und Land nicht vollständig.documented, but unfavourable: Keine geführte Liste; namentlich stehen nur einzelne Dienste in der Datenschutzerklärung, überwiegend solche der eigenen Website.open on a point that decides usability: Weder eine Liste noch eine Nennung der Verarbeiter des Produkts, und kein dokumentierter Weg, sie zu erfahren.documented, tied to a conditionlist exists, but not readily readable in publicAs of 2026-07-30Data processing addendum, training exclusion, standard contractual clauses, seven day objection window for subprocessorsOpen sourceThe data processing addendum points to a list in the trust centre at trust.plain.com/subprocessors. That page is rendered in the browser and could not be read without an account, so no names are substantiated here. New subprocessors are announced with a seven day objection window.As of 2026-07-30
Third-country transferScale for this point: Third-country transferdocumented, no condition attached: Keine Übermittlung in ein Drittland, oder die Übermittlung findet statt und die Grundlage ist benannt und im Vertrag verankert, etwa Standardvertragsklauseln, Angemessenheitsbeschluss oder EU-US-Datenschutzrahmen.documented, tied to a condition: Übermittlung findet statt, eine Grundlage ist genannt, aber ohne Zuordnung, welcher Empfänger auf welcher Grundlage arbeitet.documented, but unfavourable: Übermittlung findet statt und die eigenen Unterlagen widersprechen sich, oder die genannte Grundlage bezieht sich erkennbar nur auf einen Randbereich wie die Marketing-Website.open on a point that decides usability: Übermittlung findet erkennbar statt und eine Grundlage wird nirgends genannt.documented, no condition attachedyes, United Kingdom as the main location plus service providers in the United StatesAs of 2026-07-30Renewal of the EU adequacy decision for the United Kingdom on 19 December 2025 through 27 December 2031Open sourceFrom an EU perspective the United Kingdom is a third country, for which the Commission renewed the adequacy decision on 19 December 2025 through 27 December 2031. For the US service providers the privacy policy names standard contractual clauses, and the addendum additionally names the EU clauses 2021/914 (modules two and four) plus the UK addendum.As of 2026-07-30
Training on customer dataScale for this point: Training on customer datadocumented, no condition attached: Vertraglich oder in der Datenschutzerklärung ausdrücklich ausgeschlossen, mit Erstreckung auf die eingesetzten Modellanbieter; oder es gibt keine Datenübertragung an einen Anbieter.documented, tied to a condition: Ausschluss ab einem bestimmten Tarif, oder die Zusage steht nur auf einer Dokumentationsseite statt im Vertrag, oder die Frage stellt sich für das Werkzeug sachlich kaum und der Anbieter schweigt dazu.documented, but unfavourable: Nutzung ist die Voreinstellung und nur ein Widerspruch beendet sie; oder der Anbieter trainiert eigene Modelle auf bereinigten Kundendaten.open on a point that decides usability: Keine Aussage, obwohl das Werkzeug KI-Funktionen auf Kundeninhalten betreibt.documented, no condition attachedno, contractually excludedAs of 2026-07-30Data processing addendum, training exclusion, standard contractual clauses, seven day objection window for subprocessorsOpen sourceThe addendum commits that customer personal data will not be used, by the vendor or any subprocessor, to train, develop or improve any general or shared models. That is one of the clearer wordings in this class of tool.As of 2026-07-30
Retention and deletionScale for this point: Retention and deletiondocumented, no condition attached: Löschfristen nach Vertragsende beziffert und die Löschung oder Rückgabe zugesagt; oder die Fristen bestimmt der Betreiber selbst, weil das Werkzeug im eigenen Betrieb läuft.documented, tied to a condition: Löschung ist zugesagt, die Fristen sind aber nur teilweise beziffert, oder Sicherungskopien sind ausdrücklich ausgenommen.documented, but unfavourable: Nur der Grundsatz der Erforderlichkeit ohne jede Frist nach Vertragsende, oder Fristen sind allein für Randbereiche wie Website-Protokolle genannt.open on a point that decides usability: Keine Aussage zu Aufbewahrung und Löschung.documented, tied to a conditionno fixed retention period for active workspaces; inactive workspaces are deleted after six months with fourteen days' noticeAs of 2026-07-30Storage in AWS eu-west-2 London, encryption, deletion of inactive workspaces, Slack cache, SOC 2 Type IIOpen sourceMessages taken from Slack are cached for no longer than seven days. Deletion requests run by email to support. The privacy policy names no concrete retention periods, and the terms expressly hold back aggregated data.As of 2026-07-30
CertificationsScale for this point: Certificationsdocumented, no condition attached: Mehrere anerkannte Nachweise, benannt mit Norm, Fassung und Geltungsbereich, und bezogen auf den Anbieter selbst.documented, tied to a condition: Ein anerkannter Nachweis für den Anbieter belegt, der Bericht aber nur auf Anfrage, oder der Nachweis hängt an einem Tarif, oder der Geltungsbereich bleibt teilweise offen.documented, but unfavourable: Nur pauschale Nennung ohne Norm-Fassung und Geltungsbereich, oder bloße Selbstauskunft, oder die Nachweise gehören dem Infrastrukturanbieter statt dem Anbieter, oder der Prüfzeitraum ist erkennbar veraltet, oder die eigenen Angaben widersprechen sich.open on a point that decides usability: Kein Nachweis genannt und keine Sicherheits- oder Vertrauensseite vorhanden.documented, tied to a conditionSOC 2 Type II at the vendor; no ISO 27001 certificate of its own substantiatedAs of 2026-07-30plain.com/changelog/soc2-type-iiOpen sourceThe attestation dates from 1 June 2023 and covers the development process, application, infrastructure and access controls. The report is released only on request through the trust centre. ISO 27001 is named on no public page.As of 2026-07-30
EU AI Act, Article 50Scale for this point: EU AI Act, Article 50documented, no condition attached: Der Anbieter macht eine belegte Aussage, die die eigene Pflicht trägt, etwa Modelldokumentation und Zertifizierung nach ISO/IEC 42001; oder das Werkzeug enthält nachvollziehbar begründet kein KI-System im Sinne der Verordnung.documented, tied to a condition: Der Anbieter äußert sich zur Verordnung oder ordnet die eigene Funktion ein, eine benannte Zusage zu den Transparenzpflichten aus Artikel 50 fehlt aber; oder das Werkzeug enthält kein KI-System, das gegenüber Menschen auftritt, und der Anbieter schweigt.documented, but unfavourable: Das Produkt enthält KI-Funktionen, der Anbieter schweigt dazu oder trägt ein Selbstetikett ohne Nachweis; die Kennzeichnung ist vom Betreiber aber selbst setzbar.open on a point that decides usability: KI spricht im Produkt unmittelbar mit Endkunden und der Anbieter sagt zu Artikel 50 nichts; die Kennzeichnung lässt sich ohne Zusage des Anbieters nicht sicher setzen.open on a point that decides usabilityunclearThe product ships an agent called Ari and an assistant called Sidekick, both of which speak to customers directly. No statement on the transparency duties under Article 50 of the AI Regulation appears on the security page, in the help centre or in the legal texts.no source given · As of 2026-07-30
Audit loggingScale for this point: Audit loggingdocumented, no condition attached: Nachvollziehbares Protokoll über Zugriffe und Änderungen in allen Tarifen enthalten, mit benannter Frist und Ausleitung in eigene Systeme; oder die Nachvollziehbarkeit liegt vollständig in eigener Hand, weil das Werkzeug im eigenen Betrieb läuft.documented, tied to a condition: Protokoll vorhanden, aber an einen höheren Tarif oder einen kostenpflichtigen Zusatz gebunden, oder die Ausleitung fehlt in den unteren Stufen; Reichweite und Frist sind benannt.documented, but unfavourable: Protokolle sind nur anbieterseitig beschrieben, oder Reichweite und Frist bleiben offen, sodass sich Nachweispflichten nicht planen lassen.open on a point that decides usability: Öffentlich nicht belegt, ob der Kunde überhaupt ein auswertbares Protokoll erhält.open on a point that decides usabilityunclearThe top tier lists advanced security together with single sign-on and user provisioning, but says nothing about traceable logs of access and changes. The help centre and security page name only the vendor's internal access controls, not logs that customers can review.no source given · As of 2026-07-30

What it really costs

Entry price

Thirty-five dollars per seat per month on the entry plan, one seat included, plus 2,000 credits a month for the assistant. A seven day trial without a payment method, viewer seats are unlimited on every plan, and young companies get a fifty percent discount.As of 2026-07-30Plans, seat prices, included credits and tier boundariesOpen source

As of 2026-07-30

What gets expensive

At the tier jump, not through growth. Response times, escalation paths, help centre, Microsoft Teams and the CRM connection only appear on the middle plan: 299 dollars a month for three seats, with every further seat then costing 99 rather than 35 dollars. That is close to triple the seat price for features you need the moment you have contractually promised response times. Single sign-on, user provisioning and advanced security sit in the top tier, for which no list price is published. Monthly credits expire, and only purchased ones roll over.

What it displaces

  • Ticketing system without account context
  • Shared inbox for customer requests
  • Separate spreadsheet of response times per customer

Interfaces

  • GraphQL API for customers, companies, customer groups and tickets
  • Webhooks with more than twenty event types
  • Customer cards that pull data from your own systems into the ticket in real time
  • Slack, Microsoft Teams, Discord, email, chat and help centre
  • Linear and Jira, CRM integration from the mid tier upwards

Matching methods

  • Bowtie Funnel / Revenue ArchitectureThe right half of the bowtie measures onboarding, usage and expansion, and Plain organises cases along accounts, customer tiers and service commitments, which is what gives that half any data at all.
  • Service BlueprintingA blueprint asks which internal step hangs off which customer step, and customer cards that pull live product data into the case make that coupling visible in daily operation.
  • Solution as Four Relational ProcessesThe method shows vendors losing ground in post-deployment support, and a case system that treats companies and customer tiers as objects in their own right is where that fourth process can be managed at all.

Sources

  1. 1.Plans, seat prices, included credits and tier boundaries (opens in a new tab)plain.com/pricing · As of 2026-07-30
  2. 2.Storage in AWS eu-west-2 London, encryption, deletion of inactive workspaces, Slack cache, SOC 2 Type II (opens in a new tab)help.plain.com/article/security · As of 2026-07-30
  3. 3.Data processing addendum, training exclusion, standard contractual clauses, seven day objection window for subprocessors (opens in a new tab)plain.com/legal/dpa · As of 2026-07-30
  4. 4.Legal entity Not Just Tickets Ltd, company number 12736513, thirty day notice period, retention of aggregated data, price changes with thirty days' notice (opens in a new tab)plain.com/legal/terms-and-conditions · As of 2026-07-30
  5. 5.Incorporated 13 July 2020, status active, share allotment 29 June 2026, confirmation statement 12 July 2026 (opens in a new tab)find-and-update.company-information.service.gov.uk/… · As of 2026-07-30
  6. 6.Fifteen million dollar growth round in February 2025 and named reference customers (opens in a new tab)indexventures.com/… · As of 2026-07-30
  7. 7.Companies, customer groups, service level agreements and customer cards as first-class API objects (opens in a new tab)plain.com/docs/graphql/introduction · As of 2026-07-30
  8. 8.Credits are consumed only by the assistant, monthly ones expire, purchased ones roll over (opens in a new tab)help.plain.com/article/ai-credits · As of 2026-07-30
  9. 9.Renewal of the EU adequacy decision for the United Kingdom on 19 December 2025 through 27 December 2031 (opens in a new tab)eucrim.eu/… · As of 2026-07-30
  10. 10.find-and-update.company-information.service.gov.uk/…/12736513 (opens in a new tab)As of 2026-07-30
  11. 11.plain.com/changelog/soc2-type-ii (opens in a new tab)As of 2026-07-30

Last reviewed: 2026-07-30 by Dr. Oliver Gausmann, Convios GmbH

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