When Tinybird set out to improve their support, they decided to replace the tooling at the heart of their team, and make optimizations to how they work. In just two days, they moved from JIRA to Plain. They saw faster response times, better coordination across teams, clearer reporting, and a more focused experience for customers and internal teams alike.

The problem with JIRA

“We had to jump between tools all the time. We’d lose track of what was active or urgent. Things were easy to miss” – Ramiro Aznar, Support Manager, at Tinybird.

As Tinybird’s customer base and support volume grew, their support setup struggled to keep up:

• No real-time reporting made it hard to track team performance or spot issues early

• No SLA visibility meant enterprise customers didn’t always get the priority they needed

• No unified support queue – email, community Slack, and Slack Connect lived across different tools, with no clear way to manage or prioritize their support queue across channels

• Context switching between JIRA, Slack, and email slowed the team down

• An interface not built for support made everyday workflows harder than they needed to be

• Collaboration was clunky – engineers had to be looped in manually, often via pasted links and disconnected threads

Why Tinybird chose Plain 

A unified support queue

Tinybird now manages all incoming support – from enterprise Slack Connect channels, community Slack, and email – in a single, unified inbox. Each message is tagged with customer tier and origin, helping the team triage quickly and meet SLAs. They no longer need to switch tools to get a full view of what needs attention.

“We brought everything into one queue. Now we can instantly see which messages are from enterprise customers, and make sure they’re answered first”, said Ramiro.

Live reporting (built on Tinybird, of course) 

Tinybird’s support team now uses Plain’s built-in dashboards to monitor response times, resolution speeds, and support trends – without building anything custom. Plain’s reporting engine is actually powered by Tinybird’s own platform, giving the team real-time insights with zero setup.

“Plain runs its reporting on Tinybird. Now we use that same setup to track our own metrics – and we didn’t have to build any of it ourselves.”

Clear prioritization for enterprise support 

Most of Tinybird’s high-priority customers are in Slack Connect channels. With Plain, those messages are tagged and surfaced clearly, so the support team can focus on what matters most. Community Slack and email conversations are still visible – but they don’t get in the way of SLAs.

The team are confident in their ability to prioritize now: Ramiro said “our enterprise customers use Slack Connect, and Plain makes sure those conversations come first. That’s exactly how it should be.”

Pulling in engineers without leaving Slack 

With Plain’s Slack Discussions, support agents can loop in product or engineering right from within a thread. Engineers reply from Slack – support stays in Plain. There’s no need to jump between tools, and context stays intact.

“Before, we’d drop a link in Slack and hope someone responded. Now we start a discussion and the right person sees it immediately – they can reply in Slack, and we keep everything in Plain.”

A fast, clean migration 

The switch from JIRA to Plain took just two days:

• Tinybird manually compiled a list of Slack message links from JIRA

• The Plain team used a script to ingest those messages into the right threads

• Channels were connected, customer records synced, and workflows set up

• The team migrated only what was still active, keeping their setup lean

“The migration took us just two days, and we didn’t drop a single message.”

Measurable results

As a metrics-focused team, Tinybird quickly saw the impact of the move:

• First response time for enterprise customers dropped from 1 hour to 12 minutes

• Resolution time for the same Tier fell from 6 days to 2 hours

• SLA alerts and queue visibility keep the team focused on what matters most

• Suggested responses speed up repetitive or well-documented questions

“Resolution time has improved a lot – and we’re way more responsive because we can actually see what needs attention. We’re staying on top of things now. The right conversations are easier to find, and we’re faster to jump in and fix problems.”

From friction to focus 

For Tinybird, moving to Plain was about more than just faster replies. It reshaped how support fits into the company. With better visibility, clearer ownership, and closer collaboration across teams, support now runs as a core part of the product experience.

As the company scales, Plain is continuing to evolve with them – helping automate triage, highlight trends, and surface the insights that matter. Support is no longer about chasing down tickets. It’s about being present, responsive, and aligned with what customers need.

“We’re not just reacting anymore. We’re getting ahead of issues, keeping product in the loop, and giving customers the help they need – faster.”