"What Plain has really nailed is that everyone works differently. We have so many bespoke functions, but every feature you need is there. You can set anything up really easily, and it just works."
Kye Bedford
Senior Product Specialist
Framer
Visual website builder and design platform.
Industry
SaaS
Support team
16
Monthly Volume
750
website
www.framer.com
Framer is the design-and-publish platform teams use to build production websites without writing code. It has more than 500,000 monthly active users, and customers including Miro, Perplexity, and Scale AI.
A 16-person support team spread across the globe runs enterprise support for all of them, across Slack, Microsoft Teams, and email. They built it on Plain.
Why the old tool stopped working
Framer ships fast. Last year the company released 130 product updates. That pace sets the bar for everything around it, including the tools the support team depends on.
Their previous tool couldn't keep up. The fit had stopped being right, and the team knew what it needed instead:
Software that matched how they work, so nobody had to translate between what they meant and what the tool called it.
Workflows that were quick to build and easy to change as the business moved.
A platform built specifically for support, moving at the speed of the rest of the business.
“I always find it challenging to work with companies who are slower. When you're moving that quick and adapting, you need the software you use to do the same.”
Kye Bedford
Senior Product Specialist
What changed: setup took an afternoon
Framer ran a trial to get hands-on with the platform. When setting up Plain to support real conversations, it took less than two hours. Slack connected, channels configured, team responding to customers.
"I sat down with Plain on a Tuesday and thought, this is going to be a really big learning curve. I came back to it the next day and it took me less than two hours to get the entire thing set up, connected to Slack, everything."
The daily experience is what decided it. Framer's team described Plain as incredibly easy to use, and that's the whole point: the tool should disappear into the work rather than add to it.
Building support their way
Framer segments enterprise support across Slack, Microsoft Teams, and email, with dedicated channels for their customers, from enterprise to agencies. They built a custom analytics dashboard on Plain's API to get the granularity their team needed.
"It's a lot easier for us to stay up to date and make sure we're responding to the right tickets when we need to, versus what we used to do, which was a very generic Kanban board."
For everyone else on the team, it shows up as less friction at the start of the day.
"The team just love how easy it is to log into the platform, see what's outstanding, and quickly jump on tickets."
Plain's MCP server is now central to how Framer operates. Their team wired it into an AI-driven QA pipeline that reviews how tickets get handled, and a daily briefing that pulls from Plain, HubSpot, Gmail, and calendar into a single morning to-do list. The MCP gives them a direct line into Plain's data from any AI workflow they want to build, without waiting on a feature request.
"The workflow builder is so powerful. With the labels, we essentially have all our feature requests, and we have an AI query using the AI in the workflows. Which again, is super powerful."
What's next for Framer
Framer is consolidating more of its support surface onto Plain. Bringing enterprise email support over recently means Slack, Microsoft Teams and email now all run in one place, and the team is rolling out a deeper AI deployment next.
They're also leaning increasingly on Plain's labeling and in-workflow AI to qualify feature requests automatically, a workflow that could replace a separate tool they use for that today.
"The platform is incredibly reliable. We haven't run into a single issue since starting with Plain. It just works."
As Framer scales its enterprise function, Plain is the infrastructure the team builds on rather than around.
