Create and link Linear issues from support tickets so customer feedback, bugs, and product requests stay connected to your product workflow.

The Linear integration helps support and product teams work from the same context. Associates can create a new Linear issue from a ticket, link a ticket to an existing issue, track Linear status from the ticket sidebar, and know when it is time to follow up with the customer.

What the Linear integration does

With Linear connected, your team can:

• Create Linear issues directly from the ticket sidebar
• Link support tickets to existing Linear issues
• Search recent or matching Linear issues before creating duplicates
• Add issue details such as team, status, assignee, subscribers, labels, title, and description
• See the linked Linear issue and current status in initdesk
• Open the linked issue in Linear from initdesk
• Sync completed Linear issues back to the related support ticket
• Unlink an issue without deleting it from Linear

When a new issue is created from a ticket, initdesk can include ticket context in the Linear issue description, including a reference link back to the original support ticket.

Before you start

Make sure you have:

• Admin access to your initdesk organization
• Access to the Linear workspace you want to connect
• Permission to authorize apps in Linear
• At least one Linear team available for issue creation

Connect Linear

1. In initdesk, go to Settings > Plugins.
2. Open Linear.
3. Click Connect Linear.
4. Follow the Linear authorization flow.
5. After authorization, you will be redirected back to initdesk.

Once Linear is connected, associates can create and link Linear issues from ticket sidebars.

Configure issue creation defaults

After connecting Linear, you can configure defaults for issues created from initdesk.

Default team

Choose the Linear team that should be selected by default when associates create a new issue from a support ticket.

If no default team is selected, associates can choose the team manually when creating the issue.

Title prefix

Add an optional prefix to issue titles created from initdesk, such as:

[Support]

This helps your product team quickly identify issues that came from customer conversations.

Create a Linear issue from a ticket

1. Open a support ticket.
2. Find the Linear section in the ticket sidebar.
3. Click Attach or create issue.
4. Select New issue.
5. Add or review the issue details:
   • Team
   • Status
   • Assignee
   • Subscribers
   • Labels
   • Title
   • Description
6. Click Create issue.

The issue will be created in Linear and linked to the ticket in initdesk.

Link an existing Linear issue

Use this when a bug, feature request, or product task already exists in Linear.

1. Open a support ticket.
2. In the Linear section, click Attach or create issue.
3. Select Link existing.
4. Search for the Linear issue.
5. Select the issue and click Link issue.

The linked issue will appear in the ticket sidebar, so your team can open it in Linear whenever needed.

Status sync and customer follow-up

When a linked Linear issue reaches a done status, initdesk syncs the related ticket to Waiting associate and moves it to the Focused tab.

This gives support a clear signal that product work is complete and the customer needs a follow-up. Your team does not have to check Linear manually or remember which support tickets were waiting on product work.

Use this workflow when a customer ticket depends on a bug fix, product change, or engineering confirmation. Keep the customer conversation in initdesk, track the product work in Linear, and let status sync bring the ticket back when it is ready for a reply.

Unlink a Linear issue

Unlinking removes the connection between the initdesk ticket and the Linear issue.

It does not delete the issue from Linear.

To unlink an issue:

1. Open the ticket.
2. Find the linked Linear issue in the sidebar.
3. Click Unlink.
4. Confirm the action.

Disconnect Linear

To disconnect Linear from initdesk:

1. Go to Settings > Plugins > Linear.
2. Click Disconnect.
3. Confirm the action.

After disconnecting, associates will no longer be able to create or update Linear links from tickets.

Troubleshooting

I cannot connect Linear

Make sure you have permission to authorize apps in Linear. If you are not a Linear admin, ask an admin in your workspace to complete the connection.

The Linear section does not appear in tickets

Confirm that Linear is connected in Settings > Plugins > Linear. If the integration was recently disconnected, reconnect it before trying again.

I cannot find the issue I want to link

Try searching by issue title or identifier. If the issue belongs to a private or unavailable Linear team, make sure your connected Linear account has access to it.

The wrong team is selected when creating issues

Go to Settings > Plugins > Linear and update the default team.

A done Linear issue did not bring the ticket back to Focused

Confirm that the Linear issue is still linked to the ticket and that the issue reached a Linear status considered done in your workspace.

Tip

Use a clear title prefix like [Support], [Customer], or [Bug report] so product teams can quickly recognize issues created from customer conversations.