Linear integration

What it does

Bidirectional Linear integration. From any Ochre conversation, click a button to file a Linear issue and link it to the ticket. After that, comments on the Linear issue show up as updates on the ticket, and replies in Ochre can post back to Linear. When the issue's status changes — In Progress, Done, Cancelled — the conversation reflects that state automatically.

This is the killer feature for support teams that escalate to engineering. The customer's words become the issue body. The conversation gets linked to the issue. When the engineer marks it done, support knows to follow up — without anyone having to remember to ping anyone.

Setup

1. Go to Settings → Integrations → Linear.
2. Click Connect Linear.
3. Log in and authorize Ochre.
4. Choose which Linear team(s) Ochre can file into.

After connection, every conversation gets a "Create Linear issue" action.

Creating an issue from a ticket

In any conversation, click Create Linear issue. A panel slides in:

• Title. Defaults to the conversation subject.
• Description. Defaults to a summary of the conversation plus a link back. Edit if you want.
• Team. Pick the Linear team.
• Project (optional).
• Assignee (optional).
• Priority (optional).

Click Create. The issue is created in Linear, the ticket gets linked, and you'll see the issue identifier (e.g. ENG-123) on the conversation panel.

Two-way comment sync

Once linked, comments flow both ways:

• Linear → Ochre. New comments on the linked issue appear as system updates on the ticket. The agent sees them in the conversation feed.
• Ochre → Linear. When you add an internal note to the ticket, you can opt to also post it as a Linear comment. Internal notes don't sync by default; you opt in per note.

External replies (replies to the customer) never sync to Linear. They're not engineering's business.

Status sync (bidirectional)

Linear's Issue and IssueLabel webhooks feed status changes straight back to the conversation:

• Issue moves to In Progress → conversation shows "Linear: In Progress."
• Issue moves to Done → conversation shows "Linear: Done."
• Issue moves to Cancelled → conversation shows "Linear: Cancelled."
• Labels added or removed on the issue surface on the conversation panel too, so you can route on customer-blocker or similar.

You can also configure auto-close on Linear done: when the issue completes, Ochre closes the ticket. Off by default — most teams want to send a confirmation reply first.

Auto-link by issue identifier

If a customer or agent mentions a Linear issue identifier in a message (ENG-123), we auto-detect and link the ticket to that issue. No need to manually create a new one.

This works in both directions: paste ENG-123 in a ticket, ticket links to the existing issue. Engineer mentions an Ochre conversation in Linear, Linear links back.

Multiple workspaces

If you have multiple Linear workspaces (rare but happens with M&A), you can connect each separately. Each ticket can only be linked to one issue across all workspaces.

Disconnecting

Disconnecting clears the encrypted OAuth token and stops sync. Existing links between tickets and Linear issues remain in the data, but they no longer update. Reconnecting restores sync; we don't re-pull old comments, but new activity flows again.

Permissions

We request Linear scopes for: read issues and comments, create issues and comments, read teams and projects. We don't request admin scopes. We can't delete issues, modify settings, or change team membership. See Integration permissions.

The OAuth token is stored encrypted at rest and only readable through a server-side helper that checks the caller is an Owner or Admin.

What's next

• See Integrations overview.
• Add GitHub integration if your engineers use both.
• Build Routing rules that file to Linear automatically.