How does the Linear integration work?
Last updated: October 14, 2025
Connect Linear on the Integrations Page.
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
Important Setup Requirements & Troubleshooting
- Linear teams must be public for the integration to work properly. Private teams will prevent proper linking between Pylon and Linear issues.
- If you experience integration issues, reauthorize the integration as a first troubleshooting step: Go to Apps Directory > Linear tile > Reauthorize. This solution is effective for:
Search not working or loading problems when creating tickets
Connection issues or error messages when linking tickets
Outdated team names or cache issues after making changes in Linear
Team slug updates not reflecting in Pylon
Tickets not linking or missing Linear tickets
The most common reasons to make a Linear ticket would be for:
Product Feedback
Bugs
Create a New Linear Ticket
There are two ways to create a Linear Ticket:
Kanban Board (in Pylon)
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.
Updates from Linear
When comment left on Linear ticket: Corresponding comment will be created and left in all linked Pylon Issues
When Linear ticket is closed: Pylon Issue moves back to On You to action