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When a customer issue needs engineering, the Linear integration lets you raise it in Linear straight from the Sayless ticket, or link an issue that already exists. Changes to the issue in Linear show up on the ticket’s timeline, so whoever owns the customer can see progress without asking. Available on all plans. Each agent connects their own Linear account; issues are created as that person.

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How it works

  • Create issue opens a short form on the ticket and creates the issue in Linear with the details you choose.
  • Link issue attaches an existing Linear issue to the ticket. You can search, or pick from recent issues.
  • Linked issues are listed on the ticket with a link to open each one in Linear.
  • Updates from Linear are added to the ticket’s timeline: changes to the issue’s status, priority, and assignee.
A ticket can have several linked issues, and one issue can be linked to several tickets; updates appear on all of them. Linking doesn’t change the ticket itself. Close the ticket when you’ve followed up with the customer.

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Connect Linear

  1. Open Settings > Apps.
  2. Find Linear and click Add, then approve access in Linear.
Each teammate who wants to create or link issues connects their own account. The ticket’s Linear section shows No Linear account connected until you do.

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Create an issue from a ticket

  1. Open the ticket and find Linear in the details panel.
  2. Click Create issue.
  3. Pick the Team, then fill in the Title and Description. Optionally set Priority, Assignee, and Labels.
  4. Create the issue. It’s linked to the ticket right away.
Write the description for the engineer who’ll pick it up: what the customer saw, steps to reproduce, and which customer is affected.
  1. In the ticket’s Linear section, click Link issue.
  2. Search by title or identifier (for example ENG-123), or choose a recent issue.

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What you’ll see on the ticket

When someone moves the issue in Linear, the ticket timeline gets an entry such as ENG-123 state updated to In Progress or priority updated to Urgent. Use it to keep the customer informed, or as a cue to follow up when the issue is done.

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Troubleshooting