“The ability to have a single place to communicate around bugs and feature requests is genuinely very helpful. We can point to Linear as the source of truth where people will update information and have conversations.
I think people prefer using software from companies that have a high velocity of shipping features. When we first started using Linear, we requested a new feature — issue templates. Templates are huge for us and we still use the feature regularly, particularly for capturing comprehensive information around bug reports and customer requests so that engineering can hit the ground running. Default templates mean that rather than having to refer to a wiki on how to create an issue, the information is there when we need it. I'm sure we weren’t the only ones who requested it but a couple weeks later, Linear actually shipped the feature.
Using Linear has had a positive impact on our customers' experience, too. The GitHub integration sends an automatic status update when code is merged for an issue. This means is that the customer-facing DRI knows exactly when engineering fixes an issue and can let the customer know that a bug is resolved or a feature request has been shipped. Linear removes a step in the communication chain. I don't have to remember to go and check that issue or ask the engineer for an update. This alone has driven value for our customers since they get updates faster. As the company has grown and it becomes harder to track the status of any given task, these automated updates have become more important.