Why did my support numbers suddenly change in Plain?
The Plain help pages give 4 common reasons. The first to rule out: Threads from customers marked as spam are left out of every Insights figure, so marking a customer as spam can lower thread counts.
What causes it?
Threads from customers marked as spam are left out of every Insights figure, so marking a customer as spam can lower thread counts.
In the Plain help:
Threads from customers marked as spam
Insights, read 2026-11-12.A thread marked Done reopens on its own when the customer writes back, so one conversation can be reopened and resolved more than once.
In the Plain help:
If the customer replies again, the thread will reopen automatically.
Statuses, read 2026-11-12.Plain snoozes a thread after your reply by default, so the active queue can look smaller while threads wait on customers.
In the Plain help:
By default, Plain moves threads to this status after your reply.
Statuses, read 2026-11-12.A thread's status drives its SLA timers, so a change in how threads move between statuses can change SLA results.
In the Plain help:
Statuses drive your SLA timers.
Statuses, read 2026-11-12.
How do I check it myself?
Compare team members side by side to see whether a change comes from one person or from the whole team.
In the Plain help:
On any team member's page, click Compare to bring one or more users into the same view and see their metrics side by side.
Team reporting, read 2026-11-12.Read the hourly heatmaps in UTC, since their hours are not shown in your local time.
In the Plain help:
Each team member page also has a heatmap showing when they send messages, by day of week and hour (UTC).
Team reporting, read 2026-11-12.
How does Plain work with Feder?
- Connect Plain to Feder and it joins your Experience apps.
- When you connect Plain, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Plain, one of your Experience apps. Feder only reads. It never changes anything in Plain.
What else goes wrong with these numbers?
- Why did my CSAT score drop in Plain?Plain
- Why did customer waiting time jump in Plain?Plain
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Plain help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.