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:
Create bi-directionally synced Linear tickets from Slack.
Filing Linear issues against requests
Integrate Linear
Only Linear Workspace Admins can approve ClearFeed integration access.
Head over to Account Settings (Gear icon in the lower left) -> Integration Tab
Press the
Connect
against LinearYou will be prompted to log in to Linear (If you've already not logged in)
Approve the authorization flow on Linear by selecting the
Authorize
button.You will be successfully redirected to ClearFeed with a success message
Enable Ticketing
Choose the required collection from the list on the left-hand panel
Click on Settings and then choose Ticketing Settings
Choose Linear as the Ticketing Integration
Choose the trigger mode (Emoji/Automatic)
If it is an emoji-based creation, choose the emoji that should trigger ticket creation (default is 🎟️ emoji).
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
Replies on the Slack thread and the Linear ticket are synced bidirectionally.
The corresponding request channel thread on Slack now displays the
Title
,ID
, andStatus
of the Linear Ticket. Status changes on Linear are reflected on Slack.ClearFeed adds the following labels to the Linear ticket:
Slack channel name
,clearfeed
Public comments from the triage channel are also synced back to the Linear ticket.
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:
Go to Forms on the web app
Under the ticketing drop-down, select
Linear Ticketing
.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.
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:
Access Sync Settings by navigating to Forms
Choose your Message Sync Mode
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.
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 IssuesLast updated
Was this helpful?