content fixes/edits

data-model.mdx

@@ -3,7 +3,7 @@ title: 'Data model'
 description: 'A quick overview of how Plain is structured.'
 ---
 
-Whether you are using Plain's API or not, this is a quick way to get your bearings.
+Whether you are using Plain's API or not, this page is a quick way to understand how Plain works.
 
 Within Plain, all data belongs to a **Workspace**. Within a workspace, you have **Users**, **Customers**, **Threads**, **Labels**, and **Events**.
 
@@ -17,25 +17,27 @@ You can also create multiple workspaces if you want to match different environme
 
 ## Users
 
-When you use Plain, you are a user. As a user, you have one or more roles which define what you are allowed to do within Plain.
+When you use Plain, you are a user. As a user, you have one or more roles that define what you are allowed to do within Plain.
 
 ## Customers
 
 Within Plain, you help customers. Each customer has a name ("Grace Hopper"), short name ("Grace"), and one email address. Email addresses are unique across all customers.
 
-Customers are created automatically based on inbound comms or can be created programmatically using our API. When created via the API, customers can also have an `externalId` which lets you correlate them to customers in your own system.
+Customers are created automatically by inbound communications (e.g. email) or can be created programmatically using our API.
 
 Customers can also belong to one or more customer groups. This lets you organize your customers into logical groups such as "Free-tier", "Enterprise", "Design partner", etc.
 
+Customers can also have an `externalId` which lets you correlate them to customers in your own systems, you can provide this when creating or updating them via the API.
+
 ## Threads
 
-Threads are the core of Plain's data model and equivalent to tickets or conversations in other support platforms.
+Threads are the core of Plain's data model and are equivalent to tickets or conversations in other support platforms.
 
 Each thread belongs to one customer and has a status which is one of `Todo`, `Done`, or `Snoozed`. When you use Plain to help a customer, you assign yourself to a thread and then mark the thread as done once you're done helping.
 
 Threads are created automatically by inbound communications or programmatically via the API, for example, when a contact form is submitted.
 
-Each thread has a timeline. The timeline contains all relevant communication and events as well as a log of all assignment changes, etc.
+Each thread has a timeline. The timeline contains all relevant communication, events and other updates such as assignment changes.
 
 ## Labels
 
@@ -45,6 +47,6 @@ You can filter threads by label in any queue.
 
 ## Events
 
-Events belong to a customer or thread and allow you to log important actions outside of Plain within Plain. Events provide you with additional context of the customer's actions when you are helping them.
+Events belong to a customer or thread and allow you to log important actions that happen outside of Plain within Plain. Events provide you with additional context of the customer's actions when you are helping them.
 
 For example, if you log an event when a customer deletes an API key in your systems, then if they reach out reporting 401 errors - you immediately know why.

events.mdx

@@ -15,8 +15,8 @@ Some examples of use-cases for events include:
 
 - Keeping track of key account activity, such as upgrading plans, inviting team members, or changing sensitive settings in your product.
 - Logging errors or potential issues that your customers encounter (e.g., someone experiences an unexpected error while using your product).
-- Logging key events in your own system, such as changes to feature flags or releases.
-- Logging key events in your own system, such as changing feature flags or releases.
-- Logging key events in your own system such as the changing of feature flags or releases.
+- Logging key events in your own systems, such as changes to feature flags or releases.
+- Logging key events in your own systems, such as changing feature flags or releases.
+- Logging key events in your own systems such as the changing of feature flags or releases.
 
 [**Jump to documentation →**](/api-reference/graphql/events)

quickstart.mdx

@@ -7,7 +7,7 @@ description: 'Everything you need to start using Plain.'
 
 Plain is the support platform for B2B technical teams. Everything you need to help your customers in a modern, fast, and opinionated platform.
 
-This quickstart will walk you through how to start helping customer, and get the most out of Plain.
+This quickstart will walk you through how to start helping customers and get the most out of Plain.
 
 ### The basics
 
@@ -53,7 +53,7 @@ Events let you log important customer actions, errors, releases, and other key e
 
 </Accordion>
 <Accordion title="Set up customer groups" icon="user-group">
-Setting up customer groups can let you organize and segment your customers and their threads. For example, you could organize your customers by their tier: "Free", "Growth", "Enterprise" allowing you to quickly focus in on all support requests from your Enterprise customers first.
+Setting up customer groups can let you organize and segment your customers and their threads. For example, you could organize your customers by their tier: "Free", "Growth", and "Enterprise" allowing you to quickly focus on all support requests from your Enterprise customers first.
 
 [**Set up groups**](/customer-groups/)
 

security.mdx

@@ -10,14 +10,14 @@ We are very happy to answer any questions you have.
 
 Plain has completed a [SOC 2 Type II](https://www.aicpa-cima.com/topic/audit-assurance/audit-and-assurance-greater-than-soc-2) certification.
 
-Achieving SOC 2 compliance means that Plain has implemented procedures, policies and controls necessary to meet AICPA's trust services criteria for security, availability, and confidentiality, and that these processes and controls have been tested to ensure that they are operating effectively.
+Achieving SOC 2 compliance means that Plain has implemented procedures, policies and controls necessary to meet AICPA's trust services criteria for security, availability, and confidentiality and that these processes and controls have been tested to ensure that they are operating effectively.
 
 Obtain a copy of the report by emailing us at [[email protected]](mailto:[email protected]).
 
 ## Data security
 
 - We use Amazon Web Services to host Plain
-- All data is stored in Amazon Web Services `eu-west-2` region (London)
+- All data is stored in Amazon Web Services `eu-west-2` (London) region
 - All data is encrypted in transit and at rest
 - All data is backed up regularly and encrypted at rest
 - We apply the following security best practices:
@@ -48,8 +48,8 @@ We require that all security researchers to:
 
 If you follow these guidelines when reporting an issue to us, we commit to:
 
-- Not pursue or support any legal action related to your research
-- Work with you to understand and resolve the issue quickly (including an initial confirmation of your report within 24 hours of submission)
+- Not pursuing or supporting any legal action related to your research
+- Working with you to understand and resolve the issue quickly (including an initial confirmation of your report within 24 hours of submission)
 
 We currently don't operate a bug bounty or security program, but we may use our discretion to reward security researchers
 who have adhered to this policy and found a confirmed high-severity vulnerability on a case-by-case basis.

syntax-highlighting.mdx

@@ -6,9 +6,9 @@ title: 'Syntax highlighting'
   ![Syntax highlighting within Plain](/public/images/syntax-highlighting-introduction.png)
 </Frame>
 
-Within Plain you can quickly and easily share code with customers using full syntax highlighting for all common languages.
+Within Plain, you can quickly and easily share code with customers using full syntax highlighting for all common languages.
 
-In a message use 3 backticks ``` to start a code block and then press enter 3 times to exit the code block.
+In a message use 3 backticks ` ``` ` to start a code block and then press **Shift** and **Enter** (or just **Enter** 3 times) to exit the code block.
 
 The language will be automatically inferred but if you want to override this you can manually specify the syntax after the initial 3 back-ticks. For example: