How to track Issues and Features with Linear Integration?

VowChat's Linear integration allows you to create and link issues directly from customer conversations, streamlining your product development workflow and keeping support and engineering teams aligned.

What is Linear?

Linear is a modern issue tracking and project management tool designed for software teams. By integrating Linear with VowChat, you can:

Create issues from customer conversations
Link existing issues to conversations
Track bug reports and feature requests
Keep support and engineering synchronized
Provide customers with issue tracking updates

How to Connect Linear Integration

Step 1. In VowChat, go to Settings → Integrations → Linear

Step 2. Click the Configure button

Step 3. Click Connect

Step 4. Authorize VowChat to access your Linear workspace

When prompted, review and allow the requested permissions:

Read access: View your Linear teams, projects, and issues
Write access: Create and update issues
Webhook access: Get notifications when issues are updated

Step 5. Click Allow to complete the integration

Linear is now connected to VowChat!

Feature 1: Create Issues from Conversations

Turn customer feedback into actionable issues directly from chat.

How to Create an Issue

Step 1. Open a conversation where you want to create an issue

Step 2. Click the Linear button or option in the conversation

Step 3. Select Create Issue

Step 4. Fill in the issue details:

Title: Brief description of the issue
Description: Detailed explanation (auto-populated from conversation)
Team: Select which Linear team should handle it
Project (optional): Assign to a specific project
Priority (optional): Set urgency level
Labels (optional): Add relevant tags

Step 5. Click Create

Step 6. The issue is created and automatically linked to the conversation

What Gets Included

When creating an issue from a conversation, VowChat automatically:

Copies conversation context: Customer message and conversation history
Links back to VowChat: Direct link to the conversation in the issue
Tags the customer: Customer email and name for reference
Timestamps: When the issue was reported
Conversation ID: For easy cross-referencing

Feature 2: Link Existing Issues

Connect conversations to issues that already exist in Linear.

How to Link an Issue

Step 1. Open the conversation

Step 2. Click Linear button

Step 3. Select Link Existing Issue

Step 4. Search for the issue by:

Issue ID (e.g., "ENG-123")
Issue title
Keywords

Step 5. Select the correct issue from the results

Step 6. Click Link

The conversation is now linked to the existing issue.

When to Link Existing Issues

Duplicate reports: Multiple customers reporting the same bug
Known issues: Customer hits a documented problem
Feature requests: Add voice to existing feature proposals
Related conversations: Group related customer feedback

Viewing Linked Issues

Once an issue is created or linked:

In VowChat

Issue appears in the conversation sidebar
Shows issue ID, title, and status
Click to open issue in Linear
Updates when issue status changes (via webhook)

In Linear

Issue contains conversation link
Shows customer context
Displays conversation excerpt
Updates with new customer comments (if configured)

Use Cases

Bug Tracking

Scenario: Customer reports a bug

Customer describes the problem in chat
Agent confirms it's a bug
Agent creates Linear issue from conversation
Engineering team receives bug with full context
Agent can update customer when bug is fixed

Benefits:

No information loss in translation
Customer context preserved
Direct link to original report
Easy to notify customer of resolution

Feature Requests

Scenario: Customer requests new functionality

Customer explains desired feature
Agent searches for similar existing requests
Either:
- Links to existing feature request (adds +1)
- Creates new feature issue
Product team sees aggregated demand
Customer can be notified when feature ships

Benefits:

Track feature demand across customers
Prioritize based on customer need
Close the feedback loop with customers
Validate features before building

Product Feedback Loop

Scenario: Continuous improvement process

Support team creates issues from customer conversations
Product team reviews and prioritizes
Engineering builds features/fixes
Support notifies customers of updates
Collect feedback on improvements

Benefits:

Customer-driven development
Transparent product roadmap
Faster issue resolution
Improved customer satisfaction

Best Practices

Issue Creation

✅ Do:

Write clear, descriptive issue titles
Include relevant conversation context
Set appropriate priority levels
Tag with relevant labels
Assign to the correct team

❌ Don't:

Create duplicate issues without checking
Include customer personally identifiable information unnecessarily
Set everything as highest priority
Leave description empty

Issue Linking

✅ Do:

Search for existing issues before creating new ones
Link related conversations to show pattern
Update issue with new information from customers
Keep customers informed of issue status

❌ Don't:

Link unrelated conversations
Forget to notify customers of resolutions
Leave issues orphaned without updates

Team Workflow

✅ Do:

Establish clear criteria for issue creation
Train support team on Linear basics
Set up issue templates for common types
Review and triage issues regularly
Close loop with customers when resolved

❌ Don't:

Create issues for every conversation
Ignore customer follow-ups
Leave issues in limbo without status updates

Automation Opportunities

Automatic Issue Creation

Use VowChat automation rules to automatically create Linear issues when:

Conversation contains specific keywords ("bug", "broken", "error")
Label "needs-engineering" is applied
Priority is set to "urgent"
Customer is tagged as "beta-tester"

Status Notifications

Automatically notify customers when:

Issue status changes (In Progress, Completed, etc.)
Issue is assigned to a team member
Issue receives an update or comment
Issue is closed or resolved

Troubleshooting

Integration not appearing?

Verify you have admin permissions in both VowChat and Linear
Check that integration is connected in settings
Refresh your browser and try again
Re-authorize if the connection was revoked

Can't create issues?

Ensure you have write permissions in Linear
Verify the selected Linear team exists
Check that Linear workspace is accessible
Confirm you're not hitting Linear rate limits

Issues not linking?

Verify issue ID is correct
Check that issue exists in your Linear workspace
Ensure you have access to the issue's team/project
Try re-connecting the integration

Webhooks not working?

Verify webhook integration in Linear settings
Check that VowChat has webhook permissions
Test by manually updating an issue in Linear
Review webhook logs in Linear admin panel

Privacy and Security

Data shared: Conversation text, customer email, timestamps
Permissions: Only users with Linear access see issues
Sync: Real-time updates via webhooks
Revoke access: Disconnect integration anytime in settings

Pricing

Linear has its own pricing separate from VowChat:

Linear Free: Up to 10 users
Linear Standard: $8/user/month
Linear Plus: $14/user/month

Check Linear Pricing for current plans.

Tips for Success

Set clear guidelines: Define when to create vs link issues
Use templates: Create Linear issue templates for common types
Train your team: Ensure all agents know how to use Linear integration
Review regularly: Check that issues are being properly tracked
Close the loop: Always update customers when issues are resolved
Measure impact: Track how many customer issues become features
Refine process: Continuously improve your issue tracking workflow

Additional Resources

Need help? Contact our support team at support@vowchat.ai