Automatic issue creation

When enabled, the Create Linear Issues setting lets Productlane's AI file a Linear issue on a customer's behalf when it recognizes a bug report or a feature request. It works both in live conversations with the Productlane Agent and in AI auto-replies sent over email, Slack, and Microsoft Teams.

In the Productlane Agent (widget, live chat, docs)

1. A customer starts a chat via your widget or support portal.

2. During the conversation, if the customer describes a bug or a feature request, the Productlane Agent recognizes the intent and creates a Linear issue on their behalf, no human intervention needed.

3. The issue is created in your default Linear team with a concise title, a detailed description based on the conversation, and an appropriate priority level (Urgent, High, Medium, Low, or No priority). Urgent priority is reserved for production-down, data-loss, or security issues.

4. The created issue is automatically linked back to the customer's thread in Productlane, so you always know which customer reported it.

What the Productlane Agent can do during a chat session

• Create a Linear issue from a bug report or feature request

• Link the conversation to an existing Linear issue or project instead of creating a new one, when one already matches

• Edit an issue it created (update title or description)

• Mark importance on an issue (updates customer need priority)

• Remove (archive) an issue it created if it was made in error

The agent can only edit or remove issues it created within the same chat session, it cannot modify existing issues.

When the agent links the conversation to an issue that already exists, the customer only sees its identifier and status, never the stored title or description. An existing issue can carry another customer's report, sometimes with their name or email address in it, so the agent describes the problem back in this customer's own words instead of repeating that text. A linked roadmap project is different: its name and description come from what you publish on the roadmap, so those still show as they are.

Every time the agent creates an issue, links an existing issue, or links a project during a chat, that action is recorded on the thread's activity timeline, so your team can see exactly what the agent did and when, alongside your own comments and status changes.

In AI auto-replies (email, Slack, Teams)

The same setting also covers Productlane's AI auto-reply agents: email AI auto-replies, Slack thread auto-replies, and Microsoft Teams auto-replies. When a customer reports a bug or asks for something the product cannot do, the agent logs it as a Linear issue instead of only answering the message.

• The agent calls listSessionIssues first to check what the thread already logged, then createLinearIssue for anything new, so a follow-up message on the same thread does not create a duplicate.

• Auto-replies can only create issues. They cannot edit, unlink, remove, or mark importance on an issue, that stays inbox work for your team.

• Every issue the agent files during an auto-reply is linked back to the thread it came from, the same as a chat-created issue.

• The reply never mentions an issue tracker, an issue ID, or a tool name. The customer just reads that the request has been logged.

• The agent only tells the customer their request was logged after the issue was actually created. If issue creation fails, it says a human will follow up instead.

• If Create Linear Issues is off, auto-replies never claim to have logged, tracked, noted, or filed a request. They say a human will follow up.

• A draft never repeats the stored title or description of an issue either, for the same reason: that text can belong to a different customer's report.

This applies wherever an AI auto-reply can fire:

• Email, when Generate auto-replies with AI is on (Settings > Features > AI > Productlane Agent).

• Slack, when Thread auto-replies is on (Settings > Integrations > Slack).

• Microsoft Teams, on any thread the auto-reply agent answers.

Requirements

• Linear integration must be connected with a valid token

• A default Linear team must be selected in your Linear integration settings

• Requires a Pro or Scale plan

How to enable

1. Go to Settings > Features > AI > Productlane Agent.

2. Toggle Create Linear Issues on.

3. Make sure your Linear integration is connected and a default team is set.

Turning this on enables issue creation everywhere Productlane's AI can reply: the Agent's chat sessions and any email, Slack, or Teams auto-reply.

What happens in Linear

Issues are created in your default team's Triage state (or Unstarted/Todo if Triage isn't available). Your team can then prioritize and assign them through your normal workflow. Each issue links back to the original customer conversation in Productlane, giving your team full context on who reported it and what was said.