Changing status

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

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”.

Typescript SDK

import { PlainClient } from '@team-plain/typescript-sdk';

const client = new PlainClient({ apiKey: 'plainApiKey_xxx' });

const res = await client.markThreadAsDone({
  threadId: 'th_01HB924RWAW8H3Q8KZDFWYBJHZ',
});

if (res.error) {
  console.error(res.error);
} else {
  // The full thread is returned as res.data
  console.log(`Thread marked as done (${res.data.id})`);
}

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.

Typescript SDK

import { PlainClient } from '@team-plain/typescript-sdk';

const client = new PlainClient({ apiKey: 'plainApiKey_xxx' });

const res = await client.snoozeThread({
  threadId: 'th_01HB924RWAW8H3Q8KZDFWYBJHZ',
  durationSeconds: 5 * 24 * 60 * 60, // 5 days
});

if (res.error) {
  console.error(res.error);
} else {
  // The full thread is returned as res.data
  console.log(`Thread snoozed (${res.data.id}`);
}

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.

Typescript SDK

import { PlainClient } from '@team-plain/typescript-sdk';

const client = new PlainClient({ apiKey: 'plainApiKey_xxx' });

const res = await client.markThreadAsTodo({
  threadId: 'th_01HB924RWAW8H3Q8KZDFWYBJHZ',
});

if (res.error) {
  console.error(res.error);
} else {
  // The full thread is returned as res.data
  console.log(`Thread marked as todo (${res.data.id})`);
}