Discord

This guide will help you set up and make the most of our Discord integration, enabling seamless communication between your Discord server and Plain workspace.

Plain turns Discord into a structured, high-performance support channel:

Discord is rapidly becoming a key channel for product-led and developer-first B2B companies – but managing support in Discord can quickly become chaotic. Threads are easy to lose, messages go unanswered, and there's no clear ownership or reporting. With Plain, you can:

• Respond to Discord messages without switching tools

• Link threads to Linear or Jira, start and link Incident.io incidents, and more

• Track SLAs, apply labels and Tiers to unlock deeper performance insights

• Use AI to handle repetitive questions, powered by our own docs and knowledge base.

• Easily collaborate internally without losing context

Whether you run a private server for high-value customers or a public community for feedback and support, Plain makes sure every message gets the attention it deserves – and every customer feels heard.

Getting Started

1. Accessing the Discord integration:
   Go to your Plain workspace and navigate to Settings → Channels → Discord.

2. Click Connect to Discord.

3. Choose the server you’d like to integrate with Plain.

4. Complete the Discord authorization process.

5. Once authorized, confirm that the Plain bot is now active and online in your Discord server.

6. Within the Discord integration page in Plain, you’ll see the option to “Connect your profile.”
   This enables team members to reply to Discord threads directly from Plain.

How It Works

• Thread ingestion:
  You can configure which channels to ingest first from the Discord settings page in Plain.
  All channels will be off by default, and you can toggle on the ones you'd like to ingest support requests from.
  Threads from text channels or other areas (like private threads) will not be imported.

• Responding to threads:
  You can reply to Discord threads directly from Plain.
  Responses will appear in the associated Discord thread under the Plain bot, keeping the communication loop connected. You can always open the Discord thread from Plain to see extra context like labels.

Known Limitations

Some features are currently in development:

• Support for showing and sending mentions and reactions in Plain

• Rounding out Discord across the product, including:

  • Reporting

  • Auto-responders

• Displaying avatars from Discord as the customer avatar in Plain

• Verifying and connecting Discord users to existing Plain customers via their email addresses