Ticket Manager now supports Linear's customer requests feature. When creating a ticket from Crisp, you can attach customer requests so your product team knows exactly which customers are affected by an issue.
Why this matters
Support teams often hear the same requests from multiple customers, but that context gets lost when a ticket is filed as a one-off issue. Linear's customer requests feature solves this by letting you associate customers directly with tickets. Your product team can see which customers are impacted, how many, and prioritize accordingly.
With this update, Ticket Manager brings that workflow into Crisp. Your support agents can attach customer requests while creating or viewing tickets, without ever leaving the chat interface.
Create customer requests from Crisp
When creating a new Linear ticket from the Crisp widget, agents can now select one or more customers to attach as customer requests. Each customer request can include additional context about what the customer specifically asked for.
How it works
- Customer picker — When creating a ticket, agents see a searchable dropdown of customers from your Linear workspace
- Request details — For each selected customer, agents can add specific request notes describing what the customer needs
- Multiple customers — Attach requests from several customers to a single ticket when the same issue affects more than one account
Auto-detect customers by email domain
Ticket Manager automatically matches the visitor's email domain to your Linear customers. If a customer in Linear has a matching domain, they'll be pre-selected when creating a ticket — saving agents the step of searching manually.
For example, if a visitor with the email [email protected] starts a conversation, and your Linear workspace has a customer "Acme Corp" with the domain acme.com, that customer will be automatically suggested.
View and manage customer requests on tickets
When viewing an existing Linear ticket in Crisp, agents can see all associated customer requests and add new ones. This makes it easy to append additional customer context as new conversations come in about the same issue.
Better prioritization
Product teams see exactly which customers are impacted and can prioritize based on real demand.
Auto-detection
Customers are matched by email domain automatically, reducing manual lookup for agents.
Full context
Each customer request can include specific notes about what was asked for, not just a vote count.
Close the loop
When a feature ships, your team knows exactly which customers to notify.
Getting started
This feature requires the write permission scope in Linear. If your workspace was connected before this update, you'll see a banner in your Ticket Manager settings asking you to re-authorize. The process takes about 30 seconds:
- Open Ticket Manager settings in Crisp
- Click "Re-authorize Linear" on the banner
- Approve the updated permissions in Linear
- Done — customer requests are now available when creating tickets
Why additional permissions?
Creating customer requests in Linear requires write access to your workspace. This is a standard Linear OAuth scope that allows Ticket Manager to create customer request entries on your behalf. Your existing data and tickets are not affected.
Learn more
- Linear Docs: Customer Requests — How customer requests work in Linear
- Linear Docs: Customers — Managing customers in your workspace