Faster resolution, clearer visibility: the new Plaid Dashboard

Institution Insights and redesigned support flow now live

For customers building on Plaid, staying ahead of issues is central to keeping users connected and confident in your product. The support teams behind these products need an intuitive way to manage cases and issue resolution as well as actionable, personalized insights that let them get ahead of problems before users feel the impact.

That's why we've made two significant improvements to the Plaid Dashboard. We've redesigned the support ticket submission flow to reduce friction and get your team to resolution faster, and we've reimagined institution health observability, turning it from a static dashboard into a personalized, actionable view of what issues are impacting your customer traffic.

Get help & manage cases faster

The redesigned support flow makes it faster to find answers and resolve issues, with a cleaner experience and better functionality.

• Known Issues, disruptions Plaid is already tracking, now surface immediately when you start creating a case. This functionality gives your team actionable root cause and resolution guidance so they can find answers without needing to submit the case. When you do need to file a case, we’ve reduced the number of required fields and categories to streamline submission. 

• Instant Help, the AI-powered assistant (formerly Bill), is available as an optional resource throughout the process, accessible via a persistent button whenever you need it. 

• The case management inbox is also redesigned with filters to sort by Known Issues you're following, standard cases, business critical cases, and by relevant financial institutions, making it easier to prioritize and take action.

Together, these updates give your support and service teams the tools to respond to users more proactively and with greater confidence.

Know exactly what issues are impacting your users

Institution Insights marks a significant upgrade to the previous institution status page in the Plaid Dashboard by bringing real-time visibility into the health of Plaid’s connections with financial institutions specifically for your customer traffic. You can now see success rates and error breakdowns filtered to your traffic, with institutions ranked by their share of your traffic so you can immediately see what needs your attention. 

Here’s what you can do now:

• See real-time institution health status based on your customer traffic: The previous institution status tool showed global institution health metrics that reflect the health of all institutions across all Plaid traffic. Now, you’ll also see health metrics by institutions filtered to your traffic specifically so you can understand what issues are impacting your business the most.

• Breakdown success rates and errors: See how success rates and errors for a specific institution vary by product and time to easily understand the health of a connection.

• See actionable issue details: Click into any error to see root cause, user-facing symptoms, and resolution guidance so you can easily diagnose the issue and create proactive customer communications.

• Search by item-level: Look up any item ID to instantly surface the relevant issue details, making it easier to troubleshoot. 

• Follow issues: Subscribe to issues that matter to you and get updates as they resolve.

Customer support and experience teams are using Institution Insights daily to send proactive user communications during incidents to reduce inbound support volume. Additionally, product owners of the Plaid integration are using this tool to diagnose institution-driven conversion issues and determine mitigation without having to build out custom observability. 

Optimize customer success

We're committed to making the Plaid Dashboard the most effective tool for running your integration and serving your users. Institution Insights and the redesigned support flow are the latest steps toward that goal. 

If you're building on Plaid and want to go deeper on Dashboard tooling and observability, we'd love to connect.