How does the Linear integration work?

The Linear integration allows you to create new or link existing Linear tickets to Pylon Issues.

You might want to do this because a customer conversation is blocked by engineering efforts, and you want to consolidate all of the conversations into a product ticket

The most common reasons to make a Linear ticket would be for:

1. Product Feedback

2. Bugs

Create a New Linear Ticket

There are two ways to create a Linear Ticket:

1. Kanban Board (in Pylon)

2. Triage Channel (in Slack)

Kanban Board

When looking at an issue you'l see a section with an option to either create a Linear Ticket or link and existing one.

You can set a default Team into which the Linear ticket will be created can be set in your Linear Settings (in Pylon).

Internal Thread Channel

From the Internal Thread Channel you can select "Create a Linear ticket" from the kebab menu to create the Linear Ticket.

Ticket Creation

In both cases, after clicking Create or the Product Ticket button, Linear will be opened up with some AI summarized details. You can change it all (or even use templates) as long as you leave the Issue ID text.

The Issue ID text (which appears as <!-- Pylon-Issue-ID:... -->) is required for Pylon to automatically link the Linear ticket back to the Pylon conversation - this will be automatically removed in a future update.

After clicking creating the issue, you'll see a link to the Pylon conversation in Linear. Subsequent Pylon Issues that you link to a Linear Ticket will be included in the list of Linear links making it really easy for product & engineering to quickly jump to the conversations where customers where encountering the specific issue.

Linking existing Linear Issues

You can link existing Linear Issues to a Pylon Issue right under where you create them in the Issue detail sidebar. When searching for Linear tickets to link, the system will pre-fill the project based on your default team setting. If you need to search across different projects, first select the appropriate project from the dropdown, then search for your Linear ticket.

Note: The search functionality will find Linear tickets with most statuses (open, cancelled, completed, etc.), but archived tickets will not appear in search results. If you can't find a ticket you're looking for, try using the full Linear ticket URL instead of just the ticket number - this works even for archived tickets.

Workflow

When you create or link a Linear ticket to a Pylon Issue, the Pylon Issue will be put into an On Hold status since you're now waiting on that Linear ticket to be closed before you can notify the customer that the feedback or bug have been resolved.

Once the Linear Ticket is closed out, all Pylon Issues that were linked to that Linear Ticket will be moved back into a Waiting on You state so you see that it's now time to respond to the customer.

Comment sync

Comments sync in both directions between Pylon and Linear, but the Pylon → Linear direction only works from the Linear internal thread on the issue.

Linear → Pylon

• Any comment posted on a Linear ticket automatically appears as an internal note on the linked Pylon issue, so your team sees engineering updates without leaving Pylon.

Pylon → Linear

• Open the linked issue in Pylon and find the Linear internal thread. It shows the Linear ticket key and a yellow comment composer ("Add a comment to Linear...").

• Type your comment and send. The comment posts back to the Linear ticket and stays in sync.

• Note: Only the Linear internal thread syncs to Linear. Replies from the main customer-facing reply box and other internal notes do not sync.

Status updates from Linear

• When the Linear ticket is closed, all linked Pylon issues move back to Waiting on You so you know it's time to update the customer.