Linking Linear and Jira issues

CustomerSaid is not an issue tracker. When a solution is ready for engineering, link it to the issues in Linear or Jira where the work happens, and CustomerSaid keeps the solution's status in step with them.

Before you start, an Owner or Admin must connect Linear or Jira in Settings › Integrations. See Linear and Jira.

Who can do this: people who can manage solutions.

Link an existing issue

1. Open the solution.
2. In its issues section, choose to link an issue.
3. Search by title or key, or paste the issue's URL or identifier.
4. Select the issue.

A link to an issue from a different Linear organization or Jira site than the one connected is refused.

Create a new issue

1. In the solution's issues section, choose to create an issue.
2. In Linear, pick a team. In Jira, pick a project and an issue type.
3. Confirm. The issue is created with the solution's title and a description that links back to the solution.

CustomerSaid writes only the new issue. It does not post comments or change statuses in your tracker.

Status follows the issue

Linked issues show their state on the solution as to do, in progress, done or cancelled. Updates arrive by webhook when your setup supports it, and otherwise by a check about every 15 minutes.

Suggested moves

When the last open linked issue closes, CustomerSaid suggests a move for the solution:

• All closed, at least one done: shipped.
• All cancelled: abandoned.

A banner asks you to accept or dismiss. Accepting records a normal decision. A reopened issue clears the banner. The suggestion respects the lifecycle, so shipped is only offered from building.

Connections can be set to apply the move automatically, acting as the person who linked the issue, if they still hold permission to record decisions. Otherwise, the banner asks.

Unlink

Remove an issue from the solution at any time. The issue itself is untouched.

Tips

• Link every issue involved. The suggestion waits for the last open one.
• Finish a solution's linked work before you tell customers.

Troubleshooting

I cannot find the issue. Check that the tracker is connected and that you are searching the right organization or project.

Status looks out of date. Without webhooks, status refreshes every 15 minutes.