Automate Product and Customer Workflows with Linear

Connecting Your CRM to Linear

The Linear integration for CRM workflows allows you to seamlessly connect your customer-facing activities with your product and engineering work. Linear is an issue tracking and project management tool. This integration enables you to automate the flow of information between your CRM and Linear, turning customer feedback into actionable product tasks and keeping customers informed of progress—all without writing custom code.

Key Advantages

This integration bridges the gap between customer support, sales, and product development teams.

• Automated Handoffs: Automatically create Linear issues from customer bug reports or feature requests captured in your CRM.
• Customer-Centric Prioritization: Link product work to specific customer records in Linear, providing context on account value and request frequency.
• Proactive Communication: Trigger customer notifications automatically when a linked Linear issue is marked as resolved.
• Shared Context: Attach direct links from Linear issues back to the original CRM contact, company, or conversation for full visibility.
• Streamlined Setup: Connect using OAuth directly within the Workflow Builder, eliminating the need to manage complex API tokens.

How the Integration Works

The connection operates through two main components: Triggers and Actions.

Linear Triggers

These start a workflow when a specific event occurs in your Linear workspace. Triggers are instant and powered by webhooks.

• New Issue: Starts when a new issue is created. You can filter this by team.
• Updated Issue: Starts when an issue's status, priority, assignee, or other properties change.
• New Issue Comment: Starts when a comment is posted on an issue.
• New Project / New Project Update: Start when a new project is created or an update is posted.
• New Customer / Updated Customer: Start when a customer record is created or modified.
• New Customer Need / Updated Customer Need: Start when a customer need (feature request) is created or its status changes.
• New Document Comment / New Initiative Update: Start when comments are added to documents or updates are posted on initiatives.

Linear Actions

These are steps you can add to a workflow to create or modify data within Linear.

• Create Issue: Makes a new Linear issue. You can set the title, description, team, priority, assignee, labels, and due date.
• Update Issue: Modifies fields on an existing issue.
• Get Issue / Find Issues: Retrieves details for a single issue or searches for issues based on team, label, status, or other criteria.
• Create Comment: Adds a comment to an issue.
• Create Issue Attachment: Attaches a URL (like a link to a CRM record) to an issue.
• Add/Remove Label From Issue: Manages labels on an issue.
• Create/Find Project: Creates a new project or finds an existing one.
• Create/Find Customer: Creates a new customer record or finds one by name or domain.
• Create Customer Need: Creates a customer need linked to a customer, issue, or project.

Common Automation Use Cases

From Customer Report to Product Task

Automate the process of logging customer feedback as structured work for your product team.

1. Start a workflow when a customer submits a bug report via a form or sends a message in a conversation.
2. Use an action to find the corresponding customer in Linear by their name or company domain.
3. Create a new Linear issue with the customer's report details, setting an appropriate priority and labels.
4. Attach the URL of the original CRM record to the new issue for easy reference.
5. Optionally, create a linked Customer Need record in Linear to track the request.

From Product Resolution to Customer Notification

Keep customers in the loop when their reported issues are fixed.

1. Start a workflow with the Updated Issue trigger, filtering for when an issue's status changes to "Done" or "Resolved."
2. Within the workflow, check if the resolved issue has an attached CRM record URL.
3. If it does, use workflow actions to locate the related contact in your CRM.
4. Automatically send the customer an email or SMS notification to inform them their request has been addressed.

Setting Up the Integration

You can connect your Linear account directly from within the Workflow Builder when adding a Linear trigger or action. You will be prompted to authorize the connection via OAuth. Alternatively, you can pre-configure the connection from your CRM's main Settings area under the Integrations section.