Connect Linear
1
Open the Linear integration
In Usertick, go to Settings → Integrations and select Linear.
2
Install the app in Linear
Select Continue with Linear, then review the permissions and approve them in the Linear window that opens.
3
Choose what syncs
After the window closes, select the syncs you want under Choose what syncs with Linear and select Save, or select Skip for now to turn none on.
Permissions
Usertick requests these Linear permissions:Customer requests
Customer requests are a Linear workspace setting. When they are turned off, the Linear panel shows “Customer requests are turned off in this Linear workspace, so responses are linked as attachments. A Linear admin can turn them on in Linear settings under Customer requests.” Workflows keep creating issues in the meantime.Connect more than one workspace
An organization can connect several Linear workspaces. To add one, select Add connection under Linear. A new Linear step starts with the connection the organization used last, or the default connection, and each step can use another one under Connection. Each connection has its own two-way sync settings.Create issues with a workflow
In a workflow, add Linear’s Create an issue step and fill in its panel.
The workflow’s trigger sets when the step runs, and its Only if conditions and If / else steps decide which responses reach it. A step that uses Match the AI urgency or adds responses to the open issue for their AI theme reads the AI analysis, so its workflow has to start After AI analysis or When a response becomes urgent.
Match the AI urgency
With Match the AI urgency, the urgency the AI reads in the response sets the priority: High urgency sets High, Medium sets Medium and Low sets Low. The AI never sets Urgent. A response the AI didn’t judge gets no priority.Add responses to the open issue for their theme
With Add to the open issue for the same AI theme, a response whose AI theme already has an open issue from the same connection doesn’t get a new issue. Usertick adds the response to that issue instead, as its own Usertick response attachment and customer request, and the response gets a link marked Added to an open issue. When no open issue has the theme, the step creates one, and later responses about the theme are added to it. A response the AI filed under no theme gets its own issue.What the issue contains
- The team, project, status, priority, assignee, labels, title and description set in the step.
- A Usertick response attachment that opens the response in Usertick. It shows the survey’s name, the response’s text, and the survey, score, AI urgency and theme.
- A customer request, when Add a customer request is on and the workspace uses customer requests. See The customer request.
- The response’s files and screenshots, up to 10 files of up to 10 MB each, linked at the end of the description. A file that is too large, or of a type the workspace refuses, is skipped, and the workflow’s activity names it, such as “1 attached, 1 skipped (clip.mov)”.
The customer request
The request contains the response’s text as a quote of up to 300 characters, followed by the survey and the score. When the AI judged the response High urgency, the request is marked important. The customer is the respondent’s company, read from the domain of their email address, so[email protected] names usertick.com. Usertick uses the Linear customer that has that domain, or adds one named after the domain. An email from a public provider, such as gmail.com or outlook.com, names no company, and neither does a response without an email. In those cases the request is added without a customer.
When customer requests are turned off in the workspace, the response is only attached, and the workflow’s activity shows “Customer requests are off in this Linear workspace. The response is linked as an attachment.”
One open issue per response
A workflow never creates a second issue for a response that already has an open issue from the same Linear connection. The step is skipped, and the workflow’s activity shows “This response already has an open issue.” After that issue is done, canceled or deleted, a later run can create a new one.Test the step
During a workflow’s Test run, the Linear step creates a real issue in the team immediately, with “[Test]” at the start of the title, using the survey’s latest response or a sample response. A test issue isn’t linked to the response, isn’t added to a theme’s open issue and doesn’t sync. See Test a workflow.Create an issue from a response
Members whose role has the Manage responses permission can create a Linear issue from any response.1
Open the form
On the response page, select Create Linear issue under Linked issues.
2
Check the details
In the Create a Linear issue form, which Usertick fills in from the response, change any value that needs it.
3
Create the issue
Select Create issue, and the issue appears under Linked issues marked Filed by hand.
Create one issue for several responses
When Linear is connected, each row in the inbox list has a checkbox. After selecting up to 50 responses, select Create Linear issue. The form’s title reads like “One Linear issue for 3 responses”, and the issue’s title starts as “Feedback from 3 responses”. If the description is left empty, the issue lists each response with the survey, the score, the first written answer and a link. Each response gets its own attachment and customer request. Match the AI urgency follows the most urgent response, and the issue receives the files of every response, up to 10 in total. Selected responses that already have an open Linear issue are left out, and Usertick says so, for example “1 already had an open Linear issue and was left out.” When every selected response has one, nothing is created and Usertick shows “These responses already have open Linear issues.” Each response the issue covers gets a link marked Filed with other responses. When both Jira and Linear are connected, the inbox and the response page show a button for each.Linked issues on a response
The response page lists every issue linked to the response under Linked issues. Each row shows the issue’s identifier, the status Linear reports, how the link was made (Filed by a workflow, Filed by hand, Filed with other responses or Added to an open issue) and the issue’s priority, assignee, project, cycle and due date. Customer request appears when a customer request backs the link. Linear reports changes to linked issues as they happen. When a response is opened and its issue statuses are more than an hour old, Usertick reads them from Linear again first. An issue that was deleted or moved to the trash shows Deleted. When an issue is marked as a duplicate, Linear moves its attachments to the main issue, and the response’s link follows its attachment there. A response whose attachment didn’t move stays linked to the duplicate, which counts as canceled.Two-way sync
Every sync is off until it is chosen, either in Choose what syncs with Linear or later under Two-way sync in the Linear panel. The details shown under Linked issues stay up to date regardless of these settings. The sync applies only to issues linked to responses.From Linear to Usertick
With Status moves the response on, When the issue moves to maps each kind of Linear status to a Usertick status:
Linear groups every status of a team into these kinds, so a custom status follows its kind. A duplicate counts as canceled.
These rules keep the sync predictable:
- An archived response stays archived.
- When a response is linked to more than one open issue, in Linear or in Jira, a done or canceled issue doesn’t move it while another linked issue is still open. The last issue to close moves it. A move back to work always applies.
- When the Linear assignee changes, the assignment that the sync added before is removed. An assignment that a person made is never removed.
- Labels count only when they change on the issue, and their names match regardless of letter case.
- A comment that Usertick posted is never copied back.
From Usertick to Linear
An issue whose priority already matches the urgency keeps it, so an Urgent issue stays Urgent when the urgency is set to High. A note appears in Linear under the writer’s name, such as “Maya Chen (via Usertick)”, with their avatar, followed by an Open in Usertick link. Comments from Linear, edits and deletions are never sent.
Usertick never changes an issue’s status in Linear.
Limits and retries
- Usertick runs at most 5 Linear steps a second for each Linear connection. When responses arrive faster, the runs wait their turn.
- When Linear asks Usertick to slow down, the run waits as long as Linear asks, up to an hour, and then tries again. Waiting doesn’t count as a failed attempt.
- When Linear doesn’t answer or has a temporary problem, Usertick tries again after 30 seconds, 2 minutes, 10 minutes, 1 hour and 6 hours. Usertick gives each issue its ID before creating it, so a retry finds the issue that an earlier attempt created instead of creating a second one.
- A workflow whose runs fail 20 times in a row is paused. After fixing the step, select Turn on. See When a step fails.
- An issue holds up to 10 files of up to 10 MB each. One issue from the inbox covers up to 50 responses.
Disconnect Linear
Disconnect in the connection’s menu removes the connection, and Usertick gives up its access in Linear. Workflow steps that use it stop creating issues until another connection is assigned to them. The links between responses and the connection’s issues are removed too, so those issues leave Linked issues and the two-way sync stops. The issues, attachments and customer requests stay in Linear. If Usertick is removed from the workspace in Linear, the connection shows Revoked, and members whose role has the Manage integrations permission receive a “Linear was disconnected” notification. To continue, select Reconnect in the connection’s menu.Troubleshooting
- “Linear did not accept this issue. Check the team, the project, the state and the labels, then try again.” Linear refused the issue, for example because the project or a label doesn’t belong to the team.
- “Linear no longer accepts this connection. Reconnect Linear and try again.” Usertick was removed from the workspace, or its access ended. Select Reconnect in the connection’s menu.
- “Linear didn’t respond in time. Try again in a moment.” Linear was slow or busy. Try again.
- “This response already has an open Linear issue.” A response can have one open Linear issue at a time. Open the linked issue, or close it in Linear first.
- The issue has no customer request. Customer requests are turned off in the workspace, or Add a customer request is off in the workflow’s Linear step.
- The request has no company. The respondent’s email is from a public provider such as gmail.com, or the response has no email.
- A status, priority or type doesn’t reach the response. Check that the sync is on under Two-way sync and that the status mapping isn’t Don’t change. An archived response, or one with another open linked issue, doesn’t move.