Accepting Customer Requests

Step 1: Open Ticket Manager Settings

In your Crisp dashboard, go to Plugins in the left sidebar. Find Ticket Manager under your installed plugins and click the gear icon to open the plugin settings.

Go to Plugins, find Ticket Manager, and click the gear icon to open settings.

Once you're on the settings page, you'll see a yellow banner at the top indicating that additional permissions are required.

The settings page displays a banner when additional permissions are needed.

Step 2: Re-authorize Linear

Click the "Re-authorize Linear" button on the banner. You'll be redirected to Linear's authorization page where you can review the updated permissions. The new permissions include write access to your workspace, which is required to create customer request entries on your behalf.

Review the permissions and click "Authorize" to continue.

Click "Authorize" to grant the updated permissions. Once complete, you'll see a success confirmation page.

You're all set — click "Go back to Crisp" to return to your inbox.

Step 3: Add domains to your customers in Linear

Ticket Manager can automatically detect which customer a visitor belongs to based on their email domain. To take advantage of this, make sure your customers in Linear have their domains configured.

Add your customer's email domain in Linear under the "Domains" section.

To add a domain, open a customer in Linear, scroll to the "Domains" section, and click "Add domain". Enter the email domain (e.g. eventshare.io) and save.

Step 4: Create tickets with customer requests

Now when a visitor starts a conversation in Crisp, Ticket Manager will match their email address against your Linear customer domains. If there's a match, the customer is automatically selected when you create a new ticket.

A visitor's email is visible in the Crisp sidebar — Ticket Manager uses this to match customers.

The customer "Event Share" is automatically selected because the visitor's email matches the eventshare.io domain.

In this example, the visitor Nick has the email [email protected]. Because the Linear customer "Event Share" has eventshare.io as a configured domain, Ticket Manager automatically selects them and opens a request details editor where agents can describe what the customer is asking for.

• Automatic selection — Customers are matched by email domain so agents don't have to search manually
• Request details — Add specific notes about what the customer needs using the rich text editor
• Multiple customers — Attach requests from several customers to a single ticket when the same issue affects more than one account

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