If Claude ships a personal agent, can’t wait for my restaurant preferences to become load-bearing claims the evidence doesn’t back up and my weekend plans to become a deeper issue my calendar isn’t accounting for

Moved @everreachuk support ticketing and help centre from @Zendesk to @plainsupport today. The Plain team have been amazingly helpful and responsive (in particular Aditya late last night, and @simonrohrbach too). It’s a great product, and so intuitive compared to Zendesk!

Simple rules for productive board meetings: Memos over presentations Writing forces clarity, and nobody wants a 50 slide theater. I write everything in Notion, send it out 2-3 days beforehand for people to leave comments, and then we just discuss the areas that have comments and any agenda items. Lead with the outcome, not how you got there Don't do "we did A, then B, and ultimately landed on C which achieved outcome X". Instead: "We achieved outcome X. This matters because Y. We did this by doing Z." Every point should have a clear "So what?" Not useful: "Q2 was really good/hard/intricate on XYZ fronts" Useful: "In Q2, metric X moved to Y. We think this is good/bad. We are therefore doing/not doing Z." No gold stars The default assumption is that you are smart and that the work is hard and intricate, so don't spend time trying to prove something everyone already knows. Instead just focus on the results. You don't have to cover everything You have 90mins. Not every single area needs a whole section every single time, and it's not because it's not important - in fact it's often because an area is going pretty well and the time is better spent elsewhere. It's ok to stick with a simple FYI. Come with an opinion Don't do "Here is the context, what do you think we should do?" Instead, do: "Here is the context. The options are X, Y, Z. We think we should do Z, which means [tradeoffs]. Let's begin by talking about Z." Much more useful and targeted discussion.

With AI, EVERYONE is becoming an engineer. Security teams → engineering teams @AikidoSecurity Design teams → engineering teams @Dessn_ai Customer support teams → engineering teams @plainsupport Business intelligence teams → engineering teams @steepapp

The ability to code something doesn't translate 1:1 to the business value of owning the problem. Here are 5 non-obvious, randomly picked problems (of hundreds) you have to think about when building in the support space. 1. Outlook renders email differently than other email clients. HTML formatting is now your problem. 2. Want the median follow-up response time on tickets that breached SLA compared to last month? Event storage, parsing, metric calculation and graphing are now your problem. 3. AI hallucinated on a ticket? Evaluation and guardrails are now your problem. 4. Want AI to learn from good and bad responses? Training data pipelines and fine-tuning are now your problem. 5. A customer opens five tickets about the same issue? Deduping, merging, and splitting tickets is now your problem. Vibe coding is amazing, and whether or not you can vibe-code those problems away in the fullness of time isn't the question – it's whether you want to think about those problems to begin with. Source: I've been building a support platform for 5 years.

When we started Plain, we built it API-first. At that point, we didn't know what it would enable, but it felt to us that there was a big opportunity. For the first few years, it didn't really work because it was missing a use case to make it valuable. Now, it's the reason we win almost every single deal. People are no longer buying software, they're buying infrastructure to build their own.

Plain SF - our new office as of one hour ago :) We're hiring: – Account Executives – Field Marketing – Product Marketing – Demand Gen - Customer Success – Generalists / Former and Future Founders – Solutions Engineering Also, if you need a place to work from for a few days or a few weeks, let me know :)

You might've heard about the hiring advice "hire for slope, not y-intercept" Same thing goes for software vendors – bet on fast-moving startups that care about craft, design & reliability. Your future self will thank you. Some examples: ✦ bet on @linear vs jira ✦ bet on @upstash vs redis inc. ✦ bet on @tinybird vs clickhouse ✦ bet on @resend vs sendgrid ✦ bet on @axiomhq vs datadog ✦ bet on @fillout vs typeform ✦ bet on @plainsupport vs zendesk Who am I missing here? 👀

SF! We’re new in town 🏙️ We just moved here to be closer to our customers – and we’re kicking things off with a community happy hour 🍸 We're excited to hang out with our SF-based friends, old and new ✨ 📅 September 3rd 📍 La Mar 🔗

After many years of trial and error, I've concluded this is the superior drinking bottle design. - large capacity - magnetic cap - cap can be removed from lid for cleaning - lid easy to take off - wide bottle neck for cleaning the inside - handle for easy carry That is all.

One of my favorite interactions in our new Help Center product: Handoff to humans 🤝 If AI can't help you, simply say you want to talk to a human, and you'll be passed on to the support team with the full context preserved. Feels exactly how it's meant to, completely natural.✨