Linear

ClearFeed has a robust integration with Linear that supports both Task Management and Ticketing workflows, depending on how your team operates.

Linear as Task Management vs Ticketing System

Linear can be configured in ClearFeed in two different ways. In either case, Slack threads and Clickup Tasks can be synced bidirectionally:

Task Management System

Use Linear as a task management system when you want to:

• Track internal tasks, projects, or team workflows

• Escalate customer requests to engineering teams for bug fixes or feature requests

• Maintain SLA tracking in ClearFeed while creating follow-up tasks in Linear

• Keep customer support separate from internal task tracking

Ticketing System

Use Linear as a ticketing system when you want to:

• Manage customer support or IT service requests directly in Linear

• Measure SLA compliance and response times in Linear

• Have Linear as your primary system for handling customer requests

Integration Overview

ClearFeed allows you to use Linear in the following ways:

1. Linear Ticketing: Create bi-directionally synced Linear tickets from Slack

2. Linear Task Management: File Linear issues against ClearFeed requests

Integrate Linear

1. Head over to Account Settings (Gear icon in the lower left) -> Integration Tab

2. Press the Connect against Linear

3. You will be prompted to log in to Linear (If you've already not logged in)

4. Approve the authorization flow on Linear by selecting the Authorize button.

5. You will be successfully redirected to ClearFeed with a success message

Linear Ticketing

When using Linear as a Ticketing System, requests from Slack are directly converted into Linear tickets, and ClearFeed does not track SLAs (since Linear becomes the primary system).

Enable Ticketing

1. Go to web.clearfeed.app/collections

2. Choose the required collection from the list on the left-hand panel

3. Click on Settings and then choose Ticketing Settings

4. Choose Linear as the Ticketing Integration

5. Choose the trigger mode (Emoji/Automatic)

   • If it is an emoji-based creation, choose the emoji that should trigger ticket creation (default is 🎫 emoji).

6. Click on the ⚙️ icon to open Additional Settings where you would need to select a Linear team. Issues created using ClearFeed will be tied to this team.

Create Tickets

Manually using Emoji

Automatically

From Triage channel

Functionalities

1. Replies on the Slack thread and the Linear ticket are synced bidirectionally.

2. The corresponding request channel thread on Slack now displays the Title, ID, and Status of the Linear Ticket. Status changes on Linear are reflected on Slack.

3. ClearFeed adds the following labels to the Linear ticket: Slack channel name, clearfeed

4. Public comments from the triage channel are also synced back to the Linear ticket.

5. Status change updates are also posted on the thread when the Linear ticket is moved to Done state.

Screens

When requests are turned into Linear issues, details are sent back to the requester in a designated ticket message block on the request channel.

• The screens section lets you completely disable the ticket message by toggling off Screens. This would mean that whenever a Linear issue is created, users will not see any confirmation message and details.

To configure the ticket message for Linear, follow the steps given below:

1. Go to Forms on the web app

2. Under the ticketing drop-down, select Linear Ticketing.

3. Select Screens from the tabs mentioned under Linear Ticketing.

Fields

• Status - By default, the Status of the Linear ticket is always shown to the requester. This cannot be configured to be hidden.

• Ticket URL - Allows you to show or hide the Linear ticket URL to the requestor.

Action

Unlink Ticket button: This button allows users to unlink a ticket from its associated request in the Request Channel. By default, it is visible only to responders in the channel. Check the option to display the Unlink Ticket button on the ticket message block.

Permissions: All or Responder.

• All - Allows access to the Unlink Ticket button to both the requester and responder

• Responder - Only agents/responders will be able to use the Unlink Ticket action to unlink tickets.

Settings

Sync Settings

Sync settings allow you to choose whether messages are synced bidirectionally or in a single direction. Additionally, you can decide if updates to the linked ticket's status are shared in the Slack thread.

For all Tickets

To configure common sync settings for all new tickets - follow the steps below:

1. Access Sync Settings by navigating to Forms

2. Choose your Message Sync Mode

3. Select whether status updates are shared in the Status Sync Mode setting

For Individual Tickets

You can also configure different sync settings for individual tickets. Once a ticket is created from Slack, access the three-dot menu (shown in the illustration below) and configure your settings.

Only Responders can configure Sync Settings for individual tickets from the request channel in Slack

AI-Summarization Setting

You can access these settings on the Settings tab here.

If enabled, the Description of the ticket will include a summary of the thread messages followed by the messages themselves. If disabled, only the messages will be included.

Linear Task Management

When using Linear as a Task Management System, requests remain in ClearFeed for SLA tracking, and you can selectively create issues in Linear for internal follow-ups, engineering escalations, or project tracking.

How to Create Tasks

You can create Linear issues from ClearFeed requests using these methods:

1. From the Triage Channel: Use the "More Actions" button to file issues

2. From Request Channel: Use emoji reactions or Slack More Actions

Key Benefits of Task Management Mode

• SLA Tracking: ClearFeed continues to track response times and SLAs for customer requests

• Selective Escalation: Only escalate issues that need engineering attention

• Dual Tracking: Maintain customer support metrics while tracking internal work

• Blocker Management: Mark critical tasks as blockers to prevent ticket closure

Customer Request Fields Support

Detailed Task Management Guide

For complete instructions on creating and managing tasks in Linear, including:

• Step-by-step task creation process

• Configuring emoji reactions for task creation

• Managing blockers and dependencies

• Task synchronization options

When to Use Task Management vs Ticketing

FAQs

1. Can we sync internal notes/comments from the ticketing system to Slack and vice-versa? Answer: No, we currently don't support syncing internal notes between Linear and Slack.