Case Study: Sanity boosts team satisfaction with Plain

Sanity boosts team satisfaction by 120% with Plain

Sanity, a structured content platform, faced significant challenges with its previous support system, Zendesk, and a custom Slack integration. The platform was cumbersome, requiring multiple API calls for simple tasks and lacking modern features like editing messages in Slack. This friction created engineering maintenance overhead and negatively impacted team satisfaction. They needed a solution built for their collaborative, multi-channel workflows.

By switching to Plain, Sanity unified its support across Slack, MS Teams, and email into a single, intuitive inbox with native, zero-maintenance integrations. The solution enabled powerful collaboration via Discussions and integrations with tools like Linear. The measurable impact was substantial, including a 120% increase in team satisfaction, the seamless addition of MS Teams support, and improved velocity and prioritization thanks to Plain’s API-first architecture and custom 360 dashboard.

Sanity