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Linear Integration with support conversations

Helpdesk

We use Intercom + Linear today linking conversation to Linear issues. This allows reopening the conversation when the issue is updated and keeping the CS team up to date with every status.

If we could do this in Featurebase, we would move our support here.

Post type
🔗 Integration
Posted by Santiago Romero ·
Status: Partially Completed3 comments

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Comments3

  • Kateryna Babenko changed status to Partially Completed
    Team•

    Sep 25

    Pinned

    Hey everyone!

    You can now create or link Linear issues directly from support conversations in the Inbox, without an accompanying Featurebase Request. Status changes to linked issues appear as internal notes in the conversation.

    Automatically reopening closed conversations when a linked Linear issue is completed remains outstanding, so this request is Partially Completed.

    See what’s new in Feedback 2.0 →

  • Jack

    •

    Jan 22

    This is one of the most missing features that make the transition from Intercom to Featurebase tricky. When we can’t solve the issue in minutes during the conversation, e.g., when it requires engineering work or DevOps, we create Linear Issues and snooze the conversation.

    But it makes our lives really hard right now, as we need to manually find related conversations, reopen them, and inform the customer that the problem is solved. It is working very well in tools like Intercom or Zendesk, and we really miss it in Featurebase.

    Linking conversation to the post doesn’t work, as posts are a different kind of animal.

    • Markus Palm

      Team•

      Jan 23

      Hey Jack,

      Very valid point. We ourselves also used Intercom x Linear integration back in the day, and it was awesome. We definitely plan to build it - our goal is to overall make the existing integrations much more polished and advanced and Linear is on top of the list.

      We still have a couple of larger blockers we want to get out before this, but we definitely want to do it. Will keep you posted here! :)