Case Study: Resend automates 33% of support tickets with Plain

Resend automates 33% of support tickets with Plain

Resend, a developer-focused email infrastructure platform, faced a challenge when its business grew 5x in a year and support volume followed. They needed to avoid scaling their support team linearly with revenue to handle a projected 100,000+ tickets annually. To solve this, they partnered with vendor Plain to build a custom automation layer using Plain's API.

Using Plain's infrastructure, Resend built an automated triage and resolution pipeline that classifies issues and drafts responses. This solution achieved a 33% automated resolution rate, saving an estimated 50 hours per week and completely eliminating negative customer sentiment. The results allowed Resend's small team to focus on higher-value work while Plain provided the scalable API surface needed for their continued growth.

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