Linear is a project management tool built for software teams to track bugs, feature requests, and engineering work with speed. Product and engineering teams use Linear to manage their issue backlog, prioritize customer-reported problems, and coordinate sprint work. The Custify integration imports your Linear issues into customer profiles, so your CS team can track product issues and their resolution status directly alongside account health data, without chasing down engineering updates.
What can I do with Custify and Linear?
- See all Linear issues linked to a customer on their company profile in Custify, including status, priority, assignee, and comments.
- Identify customers with the most open or high-priority bugs and factor that into your health scores and risk assessments.
- Track issue resolution time per account and use it in QBR preparation or renewal conversations.
- Trigger Custify playbooks based on ticket metrics: for example, alert a CSM when a customer accumulates more than five open urgent issues.
- Give CS teams full context on product issues without requiring access to Linear, so they can represent engineering timelines accurately in customer conversations.
- Correlate product issue volume with churn risk signals to prioritize which accounts need the most attention from product and CS teams combined.
How does Linear work with Custify?
Custify connects to your Linear workspace via OAuth and imports issues as Tickets. Issues are matched to Custify companies through Linear’s
Customers feature (by external ID, company name, or domain) or through the assignee’s email address when the assignee exists as a Custify contact.
Issues that cannot be matched to a Custify company or person are skipped, keeping your data clean and relevant.
From a connected Linear workspace, Custify syncs:
- Issue title, description, and identifier (for example, LIN-123)
- Status, priority (Urgent, High, Medium, Low, No priority), and assignee
- Labels, team, and project name (as ticket tags)
- Comments with author and timestamp
- Direct link to the issue in Linear
- Created and last modified dates
The integration also computes per-company metrics automatically: total tickets, open tickets, and the count of urgent or high-priority open tickets. These metrics update with each sync.
For real-time updates, you can configure a Linear webhook to push changes to Custify instantly as issues are created, updated, or commented on.
FAQ
How are Linear issues matched to Custify companies?
The integration uses Linear’s Customers feature as the primary matching method. When an issue is linked to a Linear Customer, Custify matches it to the corresponding company by external ID, name, or domain. As a secondary method, the issue assignee’s email is matched against Custify contacts.
What is Linear Customers?
Linear Customers is a feature in Linear that lets you link issues to specific customer accounts. For the best matching results, use it to associate customer-reported issues with the right customer before syncing.
Can I get real-time updates when issues change?
Yes. Set up a webhook in Linear pointing to your Custify webhook URL and select Issues and Comments as resource types. Custify will process changes in real time as they happen in Linear.
Does Custify write anything back to Linear?
No. Custify only reads data from Linear. No issues, comments, or labels are created or modified in your Linear workspace.
How often does the scheduled sync run?
Custify runs incremental syncs automatically on a regular schedule, pulling only issues modified since the last run. You can also trigger a full sync manually at any time.
How Do I Activate This Integration?
- In Custify, go to Settings > Integrations and find Linear in the list.
- Click “Connect to Linear” and authorize Custify through Linear’s OAuth screen.
- Toggle which data to import: issues, comments, and any combination of label tags, team tags, or project tags.
- Click “Save settings,” then click “Trigger first import” to run the initial sync.
- Optionally, set up a webhook in Linear for real-time updates: copy the webhook URL from Custify, create a new webhook in Linear under Settings > API > Webhooks, paste the URL, select Issues and Comments, save, and copy the signing secret back into Custify.
