Linear
Connect Linear to EngageOne to create issues from a conversation, link existing issues and see linked issues next to the chat.
On this page
The Linear integration lets your team turn a customer conversation into a Linear issue, or link it to an issue that already exists.
Before you start
- An Administrator connects the Linear workspace. After that, every agent can create and link issues.
- Linear is available if it's turned on for your account. If you don't see the Linear card under Settings → Integrations, ask your EngageOne administrator.
Connect Linear
- Go to Settings → Integrations and click Configure on the Linear card.
- Click Connect.
- Linear opens. Choose your Linear workspace and approve access.
- You're sent back to EngageOne and the integration shows as connected.
You can also connect from inside a conversation: open the Linked Linear Issues section in the conversation sidebar and click Connect Linear workspace. Agents who aren't administrators see a message asking them to contact their administrator instead.
Create an issue from a conversation
- Open the conversation.
- In the conversation sidebar, open Linked Linear Issues.
- Click Create/Link Linear Issue.
- Keep the Create tab selected and fill in the form:
| Field | Required | Notes |
|---|---|---|
| Title | ✓ | A short summary of the problem. |
| Description | Details for your product or engineering team. | |
| Team | ✓ | The Linear team that owns the issue. |
| Assignee | Loaded from the selected team. | |
| Label | Loaded from the selected team. | |
| Priority | ||
| Project | Loaded from the selected team. | |
| Status | Loaded from the selected team. |
- Click Create.
The issue is created in Linear with a link back to the conversation. A note such as "Linear issue ENG-123 was created by Asha" is added to the conversation, so everyone can see what happened.
Link an existing issue
- In Linked Linear Issues, click Create/Link Linear Issue.
- Switch to the Link tab.
- Search for the issue by its title or ID and select it.
- Click Link.
Link an issue by pasting its URL
You can also link an issue from a private note. Paste the Linear issue URL into a private note in the conversation:
Tracking this in https://linear.app/your-team/issue/ENG-123/checkout-fails-on-safari
EngageOne links that issue to the conversation automatically, if it isn't linked already.
See and unlink issues
The Linked Linear Issues section lists every issue linked to the conversation, with its Status, Priority, Assignee and Labels. Click the arrow icon next to an issue to open it in Linear.
To remove a link, click the unlink icon on the issue. The issue stays in Linear; only the link is removed.
Disconnect Linear
- Go to Settings → Integrations → Linear.
- Click Delete and confirm with Yes, Delete.