What Email Feature Was Requested Most for a Year?

Zeno Rocha built the first version of inbound email by feeling the pain himself, after it stayed the number one most requested feature for over a year.

He looked for internal use cases that receive emails, triage them, and draft a reply for a support team from a support message, without necessarily sending the reply. Users were crazy about inbound. Every support ticket runs through Plain, with a link to a Linear ticket, and every feature request gets linked that way. Inbound stayed at the top because the frequency was so high, so the problem looked obvious and worth solving. He asked friends what they were using and what the biggest problem was.

He has been hesitant to dive into SMS because he has not felt the pain as a user. Inbound was different once the team started feeling the pain and learning the user's pain. The company is remote, and he still likes picking three or four engineers and locking them in a room for a week. He traveled to Sao Paulo, where a few engineers were joining and a few were already there, about five people, and they kept building the V0 of inbound.