Linear

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Overview

Connect Linear to turn Helpdesk tickets into Linear issues. When a ticket needs work from another team, such as a bug report or a feature request, the AI drafts the issue from the ticket for you, so your team doesn’t have to rewrite it by hand.

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Before you start

• A Chatbase AI agent with the Helpdesk
• A Linear workspace you can grant access to

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Connect Linear

Once connected, the button on the Linear card changes to Draft settings. Connecting a Linear workspace requires permission to manage integrations. Linear opens in a popup. If nothing opens, your browser blocked it: allow popups for Chatbase and click Connect again. Only the person who started the connection can finish it.

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Create or link an issue from a ticket

Open a ticket in the Helpdesk and find the Linear Issues section in the ticket’s Details panel.

• Create issue: The AI drafts a new Linear issue from the ticket, following your draft settings.
• Link issue: Link the ticket to an issue that already exists in Linear.

Linked issues are listed in the section. If none are linked yet, it shows No linked issues. Creating, linking, and unlinking require permission to work on tickets. Anyone with Helpdesk access can see the linked issues.

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Create an issue

1. Click Create issue. Chatbase reads the conversation and drafts a title and description. Click Skip to write it yourself instead.
2. Choose a Team and a Priority, and edit the Title and Description.
3. Click Create issue.

The priority starts from the ticket’s own priority: urgent, high, normal, and low map to Urgent, High, Medium, and Low in Linear. Chatbase remembers the last team you picked for this AI agent in your browser. The issue is created in Linear under your name. Chatbase adds a line to the end of the description, Chatbase ticket #<number>: <link>, and attaches a Chatbase ticket #<number> link to the issue so your engineers can get back to the ticket. If the issue is created but can’t be linked to the ticket, you see a message saying so. Use Link issue to attach it rather than creating it again, or you’ll end up with a duplicate in Linear.

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Link an existing issue

1. Click Link issue.
2. Type part of the title, an issue ID like ENG-123, or paste the issue’s Linear URL.
3. Click the issue in the results.

There is no confirm button: clicking a result links it. Search shows the top 10 matches, so narrow the search if you don’t see the issue. Issues already on the ticket are marked Linked, and you can’t link the same issue twice.

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Linked issues on the ticket

Each linked issue shows its ID, title, status, and assignee. The status is read from Linear each time you open the ticket. Changes in Linear don’t post anything to the ticket or change its status. When you create, link, or unlink an issue, Chatbase adds a system note to the ticket thread, for example Jane Doe created ENG-123: Checkout button does nothing. To remove an issue, click the Unlink icon on its row. This only removes the link in Chatbase. The issue and its link back to the ticket stay in Linear.

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Draft settings

Draft settings control how the AI writes a Linear issue from a ticket. Click Draft settings on the Linear card to change them. You can also open them from the gear icon in the Create Linear issue dialog.

• Language: The language the issue is written in. The default is English.
• Writing instructions: How the AI should write the issue description, up to 4,000 characters. Click Reset to default to go back to the default instructions.

By default, the description is written in Markdown with these sections: Click Save to apply your changes. The settings apply to everyone drafting issues for this AI agent. The draft reads the most recent part of the conversation, not the whole history, so check long tickets for details it missed.

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Disconnect Linear

To disconnect, click the ••• menu on the Linear card. Links made before you disconnect are kept. The Linear Issues section is hidden until you connect Linear again, and then the links come back.

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Troubleshooting