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Linear ​

Connect Linear and a draft can tell a customer whether a reported problem is already known and being worked on, naming the state your team uses and saying plainly when something was cancelled rather than fixed. If you allow it, your support team can also open Linear issues from a conversation.

What you need ​

  • A Linear personal API key, created in Linear under Settings, Security and access, Personal API keys.
  • The keys of the teams to read. A key is the prefix on the issue numbers, such as ENG in ENG-123, not the team's display name.

Connect Linear ​

  1. In Linear, create a personal API key. While you are on that screen, limit it to the teams you will list and give it Read access. Linear enforces both, and they are limits Overdesk cannot check from its side.
  2. To let your team open issues from a conversation, choose full access instead of Read. Read is enough for everything else.
  3. In Overdesk, open Integrations and choose Linear.
  4. Paste the key into Personal API key.
  5. List the team keys in Teams, one per line, up to 20.
  6. Click Connect. Overdesk checks that the key reaches each team before saving anything, and the teams sync that night.

A key left on full access carries whatever your own Linear account can do. Overdesk reads only the teams you list here.

Opening issues ​

Opening an issue from a conversation is the one thing Overdesk writes to Linear. A person confirms every issue, and contact details are stripped out first. Overdesk never edits, closes or reassigns an issue that already exists. See Creating issues from a conversation.

With a read-only key, Linear refuses the issue and Overdesk tells you why. To allow it, create a key with full access, then click Disconnect on the Linear page and connect again with the new key. Disconnecting removes Linear's issues from your knowledge base, and connecting again reads them from scratch.

Change teams later ​

On the Linear page in Integrations, under "Which teams should Overdesk read?", add or remove teams without reconnecting. Removing one takes its issues out of your knowledge base, and your team can no longer open issues in it. Nothing in Linear is touched.