Linear can help you manage unplanned work - like bugs and feature requests - efficiently. This video covers setting up and managing Triage, integrating with support tools like Slack, and using custom views to organize and prioritize issues.
Learn how the Linear team manages unplanned work.
Triage is your home for managing unplanned work. It works as a central inbox for incoming, unplanned work.
Triage is on the team level. It’s helpful for teams that handle a high volume of inbound reports or requests and where those inbound issues often require qualifying before they are assigned and worked on.
- Engineering teams use triage to ensure that all inbound bug reports contain the necessary reproduction steps and device information for an engineer to effectively resolve them
- Product teams use it to sort customer requests into existing and upcoming projects, labels, and teams, and move anything else to the backlog
- Data teams use it to field and prioritize query requests from internal teammates
If Triage makes sense for your team, enable it in your team settings, then:
- Set up triage responsibility to notify a teammate whenever an issue enters triage
- Activate Triage Intelligence and configure Triage Rules to expedite and inform the triage process
- Create issue templates to standardize bug report and customer request formatting and details
Issue intake
Technically, triage issues are simply issues with the triage status, however, integrations with support platforms allow you to create and sync Linear issues directly from their source.
Use customer requests to link customer attributes and quotes to issues as they’re created.
Some of these integrations will automatically sync statuses across platforms. For example, when a Linear issue linked to an Intercom ticket is resolved, the Intercom ticket is re-opened to flag to the support team that a follow up is needed.
Use AI tools in Linear to accelerate your bug intake and triage workflow.
From Slack, try “@Linear, create an issue for this bug report and assign it to my coding agent.”
Custom views
Use custom views to manage issues as they flow into your workflow and backlog. Some filter and display settings worth trying:
- Urgent, unresolved bugs: Label: Bug; Status type: Triage, Backlog, Unstarted, Started; Due date: Overdue, 1 week from now
- Popular customer requests: Label: Feature request; Sort by: Request count
Ask Linear, “Look at bugs that were triaged in the last week and surface any patterns.”
Ask Linear, “What are some of the most popular and impactful customer requests this quarter?”