Linear

This section will cover Linear <> ClearFeed integration

ClearFeed has a robust integration with Linear, allowing agents and responders to use Linear in two ways:

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

2. Filing Linear issues against requests

Integrate Linear

Only Linear Workspace Admins can approve ClearFeed integration access.

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

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

Using Emoji

1. A conversation is initiated on the request channel.

2. React to the first message on the thread using the 🎟️ emoji.

3. A Linear ticket is created for the thread. All messages in the thread (along with the attachments) are synced to the ticket.

Automatically

Auto-create tickets

1. Every new conversation (Slack thread) that is initiated on the request channel gets converted into a Linear ticket automatically.

2. As soon as the ticket conversation occurs, ClearFeed posts a message on the Slack thread sharing the Linear ticket details.

From Triage channel

Creating from Triage channel

Requests in the Triage channel can be easily converted to Linear issues using the More Actions button. Follow the below steps to do so:

1. For any request on the Triage channel, click on the More Actions button.

2. This will open a modal. Here, select the File a Linear issue option and proceed.

3. This successfully converts the request into a Linear issue.

The corresponding request channel thread on Slack now displays the title, ID, and Status of the Linear issue.

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.

If you use Linear ticketing to support customers on Slack-Connect channels, ClearFeed does not post Linear issue details or status updates back to the customer channel.

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 Zendesk ticket is always shown to the requester. This cannot be configured to be hidden.

  • Note: Custom Zendesk statuses are also supported.

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

  • Showing the URL is advisable if you have the Help Center enabled for your customers.

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

Message Sync Mode

Determines how messages are synced between Slack and Zendesk.

• 2-way sync between Zendesk and Slack thread: Replies from Slack are posted on Zendesk and comments from Zendesk are synced to Slack.

  • Only forward sync from Slack thread to Zendesk: Replies from Slack are posted on Zendesk but comments from Zendesk are not posted back on Slack.

• Only backward sync from Zendesk to Slack thread: Only Zendesk comments are posted on Slack and replies from Slack do not go to Zendesk.

• No sync between Zendesk and Slack thread: No comments are synced from Slack or Zendesk.

Status Sync Mode

Determine whether status updates are shared on the request channel thread on Slack or not.

Updates are only delivered when the status is changed to "Solved" or moved to "Open" from "Solved"

• Sync key status changes from Zendesk to Slack thread: Whenever the ticket is "Solved" or moved to "Open" from "Solved - the updates are shared on Slack.

• No sync of status changes from Zendesk to the Slack thread: No status updates are synced to 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.

Escalating to Linear

If you're using ClearFeed as a native helpdesk but want to escalate issues to Linear, follow the guide below:

Using Linear to File Issues