Intercom

We want Linear to seamlessly embed into your existing workflows including customer support. Our Intercom integration makes it easier for you and your team to keep track of bugs and feature requests and interact with the customers who report them.

Linear and Intercom logos

The Intercom integration lets you create and link Linear issues from Intercom conversations. Linked issues, their status, and assignee show up in the sidebar in Intercom. Linked conversations will show up in Linear issues as links.

G then S to go to Settings > Workspace > Integrations > Intercom

Enable the integration in Linear from workspace settings. A Linear app will show up in the Conversation details sidebar with options to create issues or link issues.

Create a new issue using the button from the righthand sidebar. It will bring up a form which requires a title and that you assign a team. The description will auto-populate with the conversation content and any files shared by the customer, which you can edit. Optionally assign the priority, assignee, or add a label.

Issues created through the integration will be sent to the Linear team's Triage Inbox if you've enabled that feature.

Get more out of the Intercom integration by enabling the Triage feature for your teams. Any issues created from Intercom will go to Triage when enabled (otherwise, the issues will be added to the first backlog status in your team).

Click the link issue option and then search for it by title or issue ID. Linked issues will be added as links to the issue. Optionally add all or parts of the newly linked conversation to the Linear issue as a comment.

From the Intercom conversation, you will see all linked issues in the sidebar along with the issue ID, status, and assignee. Click the issue title from the Intercom sidebar to view more details as well as options to view it in Linear or remove the link.

Anyone in Intercom can create or link Linear issues and see the issue details in the sidebar. Only Linear users will be able to view linked issues in Linear. If the person who created the issue is a Linear member, the issue will show that it was created by them and they'll see the issue under Created in My Issues. Otherwise, the issue will show it was created by Linear.

When a linked issue is completed or cancelled, the integration will post an internal note and re-open the conversation in Intercom so it's easy to follow up with customers.

You can link multiple Intercom conversations to a single Linear issue. You can also link multiple Linear issues to a single conversation in Intercom.

Optionally set the integration to post an internal note when a comment is added to Linear issues and/or when the issue is updated to any status. Intercom users will not be able to see Linear comments but can click the link to view them if they are also in the Linear workspace.

By default, Intercom posts a note when issues are created, cancelled, or completed. Optionally set the integration to post an internal note (and re-open the conversation for the agent) whenever the issue status is updated.

  • Click on contextual menu icon to the top right of the issue
  • Click Add link
  • Click Intercom ticket

Click Unlink from the Linear sidebar in Intercom to remove the link between the message and a Linear issue. You can also remove this from the Linear issue by right-clicking on the issue link.

From any Linear view, you can filter by issues linked to Intercom issues. Click F then select Links and then select Intercom.