Case Study: Fly.io saves 200+ hours of engineering time with Plain

Why Fly.io Migrated from Help Scout to Plain to Scale Developer Support

Fly.io, a developer tools company, faced limitations with their previous support platform, Help Scout, as their customer base grew. Their team of engineers needed a more flexible API, faster ticket handling, and better tooling for their rotating on-call staff. This led them to seek a new vendor and select Plain for its customer service platform.

By implementing Plain, Fly.io built a custom support portal using the vendor's API, which centralized all customer requests. The solution resulted in streamlined workflows and significant time savings, explicitly saving over 200 engineering hours per year. Plain provided the speed and flexibility Fly.io needed to scale their support operations efficiently.

Fly.io

Kyle McLaren

Support Engineer