You can download your past invoices on the plans page, when you click on "Download invoices" on the top right.
Go to Settings → General and upload your company logo (PNG, JPEG, or WebP, max 5 MB). Once uploaded, it replaces the Productlane logo across all public-facing pages, including the portal header, docs, changelog, roadmap, widget, and login screens.
For more branding options (accent colors, a portal-specific logo override, OG image), see the Theme article.
To create a really maintainable system for linking call recordings to Linear and close the loop for all feedback, we recommend using a meeting recorder like Grain or Gong. You can send recording summaries and transcripts to Productlane through Zapier and from there, link feedback easily to Linear.
If your search isn't working properly, try reindexing the portal search. To do this, press Cmd + K in the main app, search for Reindex Portal search, and run it. It may take some time to complete, but it will update the search index and fix most issues.
If sent replies seem to have disappeared or tickets are no longer visible in your inbox, this is most likely caused by a temporary platform outage or a data sync issue on our end. We use a Sync engine that makes Productlane ultra fast, but sometimes causes sync issues after larger updates. We’re doing everything in our hands to keep this from happening, but it can happen due to the complexity of the sync engine.
Your data is safe. All received feedback, sent replies, and queued tickets are queued and stored in the database and are not lost during an outage. Any actions that could not be executed immediately (such as sending a reply) are queued and will be processed automatically once the platform is restored.
Steps to try while the issue is ongoing:
Wait a few minutes and refresh the page.
If you see a white/blank page after reloading, perform a hard refresh: Cmd + Shift + R on Mac or Ctrl + Shift + R on Windows.
Check our status page or reach out to us via the widget or [email protected] to confirm whether a known outage is in progress.
Once the platform is back to normal, your inbox and reply history will reflect the correct state. No action is needed on your end to recover data.
A white page on reload is usually a temporary loading error caused by a brief connectivity issue or a platform deployment. Try a hard refresh (Cmd + Shift + R on Mac or Ctrl + Shift + R on Windows). If the problem persists for more than a few minutes, please contact us at [email protected].
Sometimes this issue occurs when there's a problem with your Linear token. To fix it, go to Settings and reconnect your Linear integration. This process will not affect your data - nothing will be deleted.
First, check your Linear settings and ensure all the teams you want to see in Productlane are visible and not hidden, as Productlane does not have access to private teams.
If you still don't see any teams, it may be an issue with your Linear token, and we can't sync teams from your Linear workspace. In that case, reconnect your Linear integration in Settings. If that still doesn't work, please contact us.
No, deleting or disconnecting your Linear workspace does not affect your Linear account in any way. Also, when disconnecting Linear, you can safely reconnect it later again.
Please reach out to us to cancel your subscription through the widget or [email protected].
You can disconnect your Linear workspace here in the settings. If that doesn't work, you can go to the settings in Linear to revoke access here.
Yes, you can set up the Productlane Customer Support Portal to collaborate with multiple clients as an agency. If they submit an issue to you through the portal, email or Slack, they are able to track the progress of those Linear issues on their portal. You need to turn on "Messages from all sources" for this to work.
Comments will be only visible for you and your team members, never for the customer.
I want to get each ticket i receive with a ticket number, how can I do that?
Currently, Productlane doesn't create ticket IDs for each thread. The URL of each thread is unique, so you can use that as an ID, or as soon as you link it to Linear, the Linear issue will have an ID.
Where can I apply a discount code?
You can apply a discount code on your checkout page, after you click on "Add payment details" on the plans page.
If I mark a thread as done and a customer comments in the thread, does it reopen the thread?
Yes, new messages from customers will always re-open a thread, similar to when it reopens for completed Linear issues and projects.
We are hosting all data in Frankfurt, Germany. Yes, we comply with GDPR.
