Set up Linear escalations

With Linear connected, your agents can create a Linear issue from a ticket or link the ticket to an existing one. Updates on the issue flow back to the ticket, and AI Copilot can use your Linear issues as context.

You need the Admin role in Pluno.

Connect Linear#

1. In the Pluno web app, open Escalation Copilot, then Linear escalation.
2. In Linear, switch to the workspace you want to use. You can change workspaces from the top left corner of Linear.
3. Back in Pluno, select Connect Linear and approve the Pluno app.

Pluno asks for permission to read and write issues, to create customer requests, and to be mentioned.

Not a Linear admin? Select Not a Linear admin? to send the steps to someone who is.

Once connected, the Escalate to Linear button appears in the ticket sidebar. To connect another workspace, select Add More Linear Workspaces.

Limit teams and projects per brand#

By default, agents can escalate tickets of any brand to any team and project.

1. On Linear Escalation, open the Restrict Teams & Projects tab.
2. Find the brand and tick Restrict Linear teams for this brand.
3. Choose the teams. For each team, choose projects or leave it on All projects.
4. Save.

Create customer requests in Linear#

If you use Linear's customer requests, Pluno can file one for every escalation, so product sees which customers are behind an issue.

1. On Linear Escalation, open the Linear Workspace Configuration tab.
2. Switch on Create customer requests on linked issues.

Every escalation then:

• Creates or updates the customer in Linear, using the organization or requester name and the organization's domains.
• Adds a customer request to the issue with the ticket number, subject, requester and organization.

If you see the badge Enable customer requests in Linear, the feature is off in your Linear workspace. Select the badge to open the Linear setting.

Under Customer attribute mapping, you can fill Linear's Owner, Revenue, Size, Status and Tier from your ticket or organization fields.

Show ticket details on the Linear issue#

Pluno keeps an attachment on each linked issue that lists the linked tickets. Status and assignee are always shown.

• Under Zendesk ticket fields shown in the Linear, add more ticket fields to the list.
• Under Subtitle aggregations, choose Sum or Count by value to roll a field up across all linked tickets, for example the total revenue of affected customers.

Get release updates on tickets#

Pluno can tell your agents when a fix moves through a release.

1. On the Linear Workspace Configuration tab, select Grant Pluno access to manage workspace webhooks. This gives Pluno admin access to the Linear workspace, which it needs to create the webhook.
2. Switch on Post release notifications to tickets.

Release changes on a linked issue now reach the ticket, such as a stage change, a new ETA, or the issue being added to a release.

Escalate critical tickets to incident.io#

If you run incidents in incident.io and it creates the Linear issue for you, Pluno can start the incident from the ticket.

1. On the Linear Workspace Configuration tab, switch on Escalate highly critical tickets to incident.io.
2. Enter an incident.io API key that can view public incidents and organization settings, create incidents, view all incident data, and view catalog types and entries.

From then on, agents who select Escalate to Linear are first asked How critical is this ticket?

• Incident (Urgent/High) opens Report an incident. The agent fills in the name, summary and severity, and selects Report.
• Not Critical (Medium/Low) opens the normal Linear form.

When your incident.io automation creates the Linear issue, Pluno finds it and links it to the ticket by itself.

Next steps#

• Customize the escalation report for Linear, for a team or for a project.
• Decide which Linear updates reach your agents in workflows and settings.