Linear: raise, link and follow issues from your tickets

Connect your Linear workspace

In Deskwoot you need the permission Manage integrations, which administrators have. In Linear you need to be an admin of the workspace, because Deskwoot joins it as an app.

1. Open Settings > Integrations > Linear and click Connect Linear.
2. Sign in to Linear and allow Deskwoot on Linear's screen.
3. Back in Deskwoot, Teams Deskwoot sees lists the Linear teams the app can see. Choose the Team for new issues and click Save. Agents can pick another team for each issue.

Deskwoot sees only the Linear teams you give the Deskwoot app access to. You can change that in Linear at any time, then reload the Linear page in Deskwoot.

Link an existing issue

1. Open the ticket. The Linked issues section sits in the ticket's details on the right.
2. Click Link issue and search by issue key, such as ENG-123, or by words from the title. If Jira is connected too, choose Linear at the top of the dialog first.
3. Pick the issue. Deskwoot writes a line in the ticket, and the issue gets a link back to the ticket in Linear.

A ticket can have several issues, and one issue can be linked to many tickets, for example when many customers report the same bug. To remove a link, click the x next to the issue. The link back in Linear goes too.

Raise a new issue

1. In Linked issues, click Raise issue. If Jira is connected too, choose Linear at the top of the dialog. The title and description start with the ticket's title and summary.
2. Click Draft bug report with Copilot to have Copilot write a report for developers from the ticket's summary, context and comments. Copilot is told to leave out the customer's name and contact details, so check the draft before you raise the issue. The draft counts as Copilot usage like other Copilot drafts.
3. Check the Team, then click Raise issue.

Linear shows the issue as written by you through Deskwoot, with a link back to the ticket. The text you send leaves Deskwoot, and data requests in Deskwoot do not reach it in Linear. Remove personal data the developers do not need.

Follow the status in Deskwoot

Linear tells Deskwoot about every status change, and an hourly check catches anything that was missed. Each new status writes a line in every ticket linked to the issue, and the ticket list shows the issue's key and status on the ticket. Search the ticket list for an issue key to find every ticket linked to it. When an issue moves to another team in Linear, its key changes and Deskwoot shows the new one. An issue deleted in Linear shows Deleted in Linear or No longer found in Linear.

Find known bugs with Copilot

When a customer reports a problem, or you ask Copilot about a known bug in the conversation's Copilot tab, Copilot searches Linear too. It reads the open issues of the team picked under Team for new issues and of the teams your tickets link to, never your whole Linear workspace, and the issues already linked to this conversation's tickets, in any status.

• Copilot reads up to 3 Linear issues: the ones linked to the case first, then open issues whose title shares enough words with the problem.
• Its answer names the issues that match, with their key, title and status, and each one links to Linear. The line Checked above the answer names Linear when Linear was searched.
• Copilot names a planned fix date only when the issue holds one that is still ahead: the target date of a Linear release, the issue's due date or a comment of your team. It reads up to 3 comments that a person of your team wrote, never comments of bots, guests or people outside the team.
• In a reply for the customer, Copilot is told to call the problem known only when an issue describes it, and to leave out issue keys and the name Linear.

When Copilot could not search Linear, for example because the connection needs a new sign in, a line under the answer says so. Copilot is then told never to say that there is no known bug.

Let rules move tickets along

Under Settings > Automation, a rule with the event Linked Issue Changed runs when an issue is raised from a ticket, linked to it, unlinked from it or changes its status in Linear. Its conditions Issue change, Issue status category (To do, In progress, Done) and Issue status (the status name in Linear) pick the changes it acts on. A canceled or duplicate issue counts as Done, so use Issue status when a rule should tell it apart from a finished one. These rules never run on resolved tickets.

The Rules card on the Linear settings page opens 2 ready rules for you to check and save:

• Issue raised or linked: set a ticket status, for example a ticket status of your own that pauses the SLA while development works on it.
• Issue done: hand the ticket back with a note: sets a ticket status, assigns the ticket to whoever linked the issue and adds a note that tells them, so they can let the customer know.

If Jira is connected too, the same rules run for issues in both.

Disconnect or reconnect

When Linear no longer accepts the connection, for example because the Deskwoot app was removed in Linear, the Linear page shows Linear needs a new sign in. Click Reconnect to keep issues in sync. Disconnect stops raising and linking, and Deskwoot asks Linear to end the app's access. Deskwoot keeps the links. While no issue tracker is connected, tickets do not show them. Once Linear is connected again, they show again with their last known status, and an API token or MCP agent can still read them in the meantime.

Frequently asked questions

Do my agents need a Linear account?

No. Deskwoot joins your Linear workspace as an app, so agents link and raise issues without a Linear account, and Linear shows the name of the agent who raised an issue.

Why do I not see Linked issues on a ticket?

The section shows only on tickets, while tickets are switched on and Linear or Jira is connected. Customer conversations have no linked issues.

Does the customer see the Linear issue?

No. Tickets are your team's internal work, so the issue and its status lines stay with your team.

Can I use Linear and Jira together?

Yes. Connect both, and Link issue and Raise issue let you choose Jira or Linear at the top of the dialog. A ticket can have issues from both.

Can the API or an AI agent work with Linear issues?

An API token or an MCP token can read a ticket's issues, link existing issues and unlink them. AI teammates only read them. A new issue carries the name of the person who raises it, so only a member raises issues, from the ticket.

Why does Copilot not find a Linear issue I know about?

Copilot searches only open issues of the team for new issues and of the teams your tickets link to, and finds only issues whose title shares enough words with the customer's problem. Link the issue to the ticket, and Copilot reads it in any status.