Case Study: Sourcegraph cuts first response time by 67% with Plain

Sourcegraph cuts first response time by 67% with Plain

Sourcegraph, a developer tools company providing an AI-powered code intelligence platform, faced a challenge with a fragmented support stack. Their Head of Support Engineering, Enrique Gonzalez, was using three disconnected tools for ticketing, Slack integration, and AI categorization. This led to slow response times, unreliable reporting, and a poor experience for both customers and support agents.

The company implemented Plain to unify its support operations. The solution replaced the three previous tools, automatically creating support tickets from Slack messages and utilizing Plain's built-in AI for labeling and assistance. This resulted in a 67% faster median first response time, cutting it from 2 hours to 40 minutes. Plain also provided clean data for reporting and allowed the support team to build custom integrations without dedicated engineering resources.

Sourcegraph