This page helps you hand a request to your engineering team as a Linear issue, and follow that issue without leaving Slack.
Connect Linear
- In the web app, go to Settings > Integrations. You need to be a Thorpe admin.
- On the Linear card, choose Connect Linear.
- Approve Thorpe's access in Linear. Thorpe asks to read your workspace and to create issues and comments.
- Back in Thorpe, the card shows Connected and the name of your Linear workspace.
- Under Default team, pick the team new escalations go to. You can still pick another team each time you escalate.
| Setting | Default |
|---|---|
| Default team | No default team |
A Linear workspace can be connected to one Thorpe workspace at a time. If it is already connected to another, Thorpe says "Linear is already connected to another Thorpe workspace. Disconnect it there first."
Escalate a request
- On the triage card, open the overflow menu and choose Escalate. In the web app, Escalate on an open request takes you to its card in Slack.
- The Escalate modal opens with "Drafting a summary and loading your teams…", then shows the form.
- Check Team, Title and Priority. The title and priority start as the request's own.
- Edit the text under Summary drafted by Thorpe, edit before sending. It becomes the issue's description, up to 3,000 characters.
- Choose Escalate.
Thorpe creates the issue in Linear and adds a Slack thread link to it, so engineers can read the conversation. In the card's thread, Thorpe posts "Escalated to" the issue key, with your name. The card gets a Linear field with the issue key and its status. If a request is escalated again, the field shows the newest issue and a count of the older ones.
| Thorpe priority | Linear priority |
|---|---|
| High | High |
| Normal | Medium |
| Low | Low |
If Thorpe can't take the escalation, for example because Linear was disconnected while the modal was open, it sends you a DM: "Thorpe could not escalate that request. Ask an admin to check Linear in Settings > Integrations, then try again from the card."
The summary
AI is off until an admin turns it on in Settings > AI. With AI off, the summary box holds the customer's first message and a link to the request's thread. With AI on, a model drafts a short summary from the thread, including your team's replies and internal notes. Either way, read it before you send it: the summary goes into Linear as you leave it.
Status back in Slack
- When the issue moves in Linear, Thorpe posts a line in the card's thread, such as "ENG-142 moved to In Progress", and the card's Linear field shows the new status.
- When the issue is completed or canceled, Thorpe also DMs the request's owner with a link to the customer's thread, so they can tell the customer. If the request has no owner, that prompt goes in the card's thread.
- In the web app, the request shows a Linear issue card with the key, the status and Open in Linear.
Disconnect or reconnect
- To disconnect, choose Disconnect on the Linear card and confirm. Thorpe revokes its Linear access, linked issues stop syncing status, and the default team is cleared.
- If the card shows Needs reconnecting, Linear stopped accepting Thorpe's access. Choose Reconnect Linear to keep escalating.
What's next
- Requests and the triage card covers the other card buttons.
- HubSpot brings account owners and tiers into Thorpe.