Linear issues raised and followed from your support tickets
Connect your Linear workspace, and your team raises a Linear issue from a ticket or links one that exists. The issue's status shows on the ticket and in the ticket list, and rules move the ticket along when your developers change the issue in Linear. When a customer reports a problem, Copilot looks for a known bug in Linear and shows the agent what it found.
What you get with the Linear integration
Raise or link from the ticket
Link an issue by its key or title, or raise a new one in the team you pick, with the ticket's title and summary already filled in.
No Linear account for agents
Deskwoot works in Linear as an app, and Linear shows the name of the agent who raised the issue.
The status on the ticket
Every status change in Linear writes a line in each linked ticket, and the ticket list shows the issue's key and status.
Rules that hand the ticket back
When the issue is done in Linear, a ready rule sets the ticket status and gives the ticket back to whoever linked the issue, with a note.
Copilot finds known bugs
When a customer reports a problem, Copilot looks in your Linear teams for a matching issue and tells the agent its status and the fix date, when the issue holds one.
Getting started
Connect Linear in 3 steps.
- In Deskwoot, open Settings → Integrations → Linear and click Connect Linear. You need the Manage integrations permission, which administrators have.
- Sign in to Linear as an admin of your Linear workspace and allow Deskwoot. On Linear's screen you choose which teams the app may see.
- Back in Deskwoot, choose the Team for new issues and click Save. Agents can pick another team for each issue.
Summary
Some customer problems are bugs that only your developers can fix. When support works in one tool and development in another, the ticket waits while someone checks Linear again and again, and the customer hears nothing. With Linear connected, the ticket and its issue stay together, and your team sees when the fix is done.
In a ticket's Linked issues section, an agent links an existing issue by its key, such as ENG-123, or by words from its title. Or they click Raise issue and pick the Linear team: the title and description start with the ticket's title and summary, and Draft bug report with Copilot writes a report for developers. Copilot is told to leave out the customer's name and contact details, and the agent checks the draft before the issue goes to Linear. The issue gets a link back to the ticket in Linear. One ticket can have several issues, and one issue can be linked to many tickets, for example when many customers report the same bug.
Deskwoot joins your Linear workspace as an app, so your agents need no Linear account. Linear shows an issue raised from a ticket as written by the agent through Deskwoot, and the app sees only the Linear teams you give it access to. Linear tells Deskwoot about every status change, and an hourly check catches anything that was missed. Each new status writes a line in every linked ticket, the ticket list shows the issue's key and status, and a search for the key finds every ticket linked to it.
When a customer reports a problem, or an agent asks Copilot about a known bug, Copilot searches Linear too: the open issues of the team for new issues and of the teams your tickets link to, never your whole Linear workspace, and the issues the team already linked to the case. Its answer names the matching issues with their status, and each one links to Linear. Copilot is told to keep issue keys out of a reply for the customer, to call the problem known only when an issue describes it, and to name a fix date only when the issue holds one that is still ahead, such as the target date of a Linear release or the issue's due date.
Under Settings → Automation, a rule with the event Linked Issue Changed runs when an issue is raised from a ticket, linked to it, unlinked or changes its status in Linear. Two ready rules help you start: one sets a ticket status when an issue is raised or linked, for example a status of your own that pauses the SLA while development works on it. The other sets a status once the issue is done and hands the ticket back, with a note, to whoever linked the issue. A canceled or duplicate issue counts as done, and its status name tells it apart.
Linear works on tickets, so it comes with the Enterprise plan, and tickets have to be switched on under Settings → Tickets. Each Deskwoot workspace connects one Linear workspace, and Linear's Free plan works too. Customers never see the issue or its status lines, because tickets are your team's internal work. The text you send to Linear leaves Deskwoot, so remove personal data the developers do not need.
