Triage
Manage issues created by other teams and customer support integrations.
Available to workspaces on all plans. Additional triage responsibility features are available on our Business and Enterprise plans as detailed.
Overview
Triage is a special Inbox for your team. When an issue is created by integration or by a workspace member not belonging to your specific Linear team, it will appear here. Triage offers a chance to review, update, and prioritize issues before they are added to your team's workflow. Consider using Triage responsibility to set a rotating schedule of ownership for monitoring incoming issues.
G then T to go to Inbox
1 to accept
2 to mark as duplicate
3 to decline
H to snooze
O then T to open a different team, then go to the Inbox with G then T
- Find Triage under the team's default views
- Go to Team Settings > Triage to enable it if you don't see it in your team
- Hover over issues to show accept, merge, decline, or snooze actions or right-click to open the contextual menu
- From issue view, take actions to accept, merge, decline, or snooze in the sidebar
Cmd/Ctrl K to open command menu in Triage and see all issue actions
Search by action to take it on the issue (e.g. snooze, accept)
Configure
Go to your team settings to enable Triage. Once you toggle it on, Triage will appear under the team name in the sidebar.
Basics
Navigate to your Triage Inbox with G then T. If you are in another team's views, use O then T to open the team you want to view first.
Create issues
New issues will default to Triage status if they are created through an integration (e.g. Slack, Sentry), created when inside of the Triage view, or if members outside of your specific team create the issue.
When members of your team create new issues, they'll be set to the default status as configured in team workflow settings. This can be overridden manually by changing the status (Triage shows up at the bottom of the dropdown list).
Take actions
Open the issue to review it and take one of the following issue actions: accept with 1, mark as duplicate with 2, decline with 3, or snooze with H. You can add an issue to the current cycle by setting the cycle property. To ask for more information from the user who created the issue, comment on the issue and keep it in Triage or snooze it until you're ready to take an action.
Accepting an issue will offer the option to leave a comment and then move the issue to your team's default status.
Marking as duplicate will offer a choice of which existing issue to merge the duplicate into. Taking this action will also move the new issue's attachments to the canonical issue, including customer requests and attachments. Once selected, the new issue is updated to a Canceled status type. The shortcut MM also triggers the mark as duplicate action.
Declining will update the issue to a Canceled status type and present the option of adding a comment with an explanation.
Snoozing will hide the issue from the triage queue to return at a time of your choosing, or when there's new activity on that issue: whichever comes first. See snoozed Triage issues by toggling the preference in View Options. Read more about snooze here.
Similar issues
Potential duplicates will be automatically flagged in Triage to help you cut down on duplicate issues in your backlog. You can also show similar issues any time through the Show similar issues action in the ⌘/Ctrl + K menu.
Similar issues can also appear when creating new issues, but the similarity threshold to display is higher in that context.
Triage routing
On Enterprise plans, configure custom rules to take automated actions on issues when they enter Triage. Triggered on filterable properties, triage rules can update an issue's team, status, assignee, label and priority.
Once configured, rules are executed in order from the top down. When moving issues to another team's Triage via rule, the new team's rules are applied to the issue as well. If rules conflict, this is surfaced in the interface.
Consider combining triage routing with custom Asks fields to create a scalable system to intake issues from Slack. Users fill out what they know and automations send the issue to the right team or assignee.
Triage responsibility
On Business plans and above, enable triage responsibility to define who handles incoming requests. You can select specific members of your workspace to receive notifications of new issues or be automatically assigned to them. Configure triage responsibility in your team's Triage settings.
Once triage responsibility is set, there is the option to connect your PagerDuty, OpsGenie, Rootly or Incident.io schedules to automate the rotation of first responders. If you use another provider, we have opened up that API so you can build a custom schedule.
Members of your team will be able to easily see who is currently assigned to monitor the triage inbox view when creating issues.
Support integrations
Get more out of Triage by connecting it to our integrations with Intercom, Front, or Zendesk. Using these integrations, your support team can create new Linear issues or link customer reports to existing issues directly from their customer support tool. Closed issues re-open customer conversations automatically for easy follow up with customers who have reported bugs or requested features.
Asks
Use Triage to seamlessly intake issues created from Linear's Slack integration, or issues reported from non-Linear users through Asks. If you need to clarify the issue, send a reply in the synced thread and the reporting user can reply from Slack even if they don't have a Linear account. Major status changes like moving an issue to done or canceled will also notify the reporting user automatically.