Threads can be in one of 3 statuses:
  • Todo
  • Snoozed
  • Done
When you log into Plain you can filter threads by these statuses. When threads are created they default to Todo. To change a threads status you need an API key with the following permissions:
  • thread:edit
  • thread:read

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Mark thread as Done

When any activity happens in a thread, it will move back to Todo. Unlike traditional ticketing software, we expect a ticket to move between Todo and Done a number of times in the course of helping a customer. This will not break or influence any metrics. Done in Plain means “I’m done for now, there is nothing left for me to do”.

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Snooze thread

You can snooze threads for a duration of time defined in seconds. When any activity happens in a thread, it will be automatically unsnoozed and move to Todo. Otherwise threads will be unsnoozed when the timer runs out.

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Mark thread as Todo

This is useful if you mistakenly marked a thread as Done or snoozed a thread and want to unsnooze it. Otherwise just write a message or do what you want to do and the thread will be automatically moved back to do Todo.