Powered by Linear's integration possibilities across Intercom and Slack, we've developed a unified process for bug reporting.
External bugs (Intercom)
⚠️ First, make sure you pin the Linear app in Intercom. In a conversation, navigate to the righthand side menu. Click Edit apps, and pin Linear by clicking the icon.
Within any open Intercom conversation, the pinned Linear app appears in the right-hand sidebar panel. You will see:
A "Create Linear Issue" button prominently displayed at the top of the Linear panel
Your workspace name and connection status confirming the integration is active
A single click opens the AI draft modal — no page navigation required
Once clicked, a modal overlay appears within Intercom containing a pre-populated issue draft. The AI automatically extracts and fills in a title, description, team and bucket.
🎯 Automatic Routing Guarantee: Every bug submitted through the Intercom Linear integration is automatically routed to the Product Discovery team's Triage bucket without any manual selection required. CX agents should review the AI-generated draft for accuracy, then click Submit to file the issue.
Internal bugs (Slack)
In Slack, navigate to the #triage-bugs channel. Type in: /Asks [Your bug complaint]
Example: /Asks events page is broken on public school site for Imaginary HS, MN.
Linear's AI will intercept your message and reply in the thread, prompting you for required context (e.g., Steps to Reproduce, Expected Behavior, Actual Behavior).
Select Bug Submission in the Product Discovery box. Leave Content unselected when submitting bugs.
Triage & the automated closed-loop
1. The 48-Hour SLA
Product Managers monitor the Triage bucket and will evaluate, severity-rank, and route your submission within 24 to 48 hours.
2. The Fix
Valid technical bugs are tagged by Feature Area and transferred directly to the designated Engineering squad's Backlog.
3. Closing the Loop
The moment the engineering squad deploys the fix and marks the ticket "Done," Linear triggers an automation. Your original Slack or Intercom thread is instantly updated, giving you the green light to notify the customer.