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Integrations

Linear and HubSpot

Thorpe connects the requests in your shared Slack channels to the tools around them. Escalate a request to Linear with the conversation attached, and follow the issue from Slack. Bring each account's owner, tier and renewal date in from HubSpot, so the card tells you who you are talking to. Both integrations are optional, and an admin sets each one up.

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Escalate opens a modal with team, title, priority and a summary, and the issue's status then shows on the triage card

Why escalations lose context

A customer reports a bug in your shared channel. Someone copies the message into a new issue, pastes a link if they remember, and posts "filed it" in the thread. Engineering asks questions the thread already answered. When the fix ships, nobody tells the customer.

Thorpe keeps the request and the issue linked in both directions, so the context travels with the escalation and the news comes back to the owner.

Escalate a request to Linear

On the request's triage card, open the overflow menu and choose Escalate. The modal shows Team, Title and Priority, starting from the request's own title and priority, and a summary to edit before sending. Choose Escalate, and Thorpe creates the issue with a Slack thread link, so engineers can read the whole conversation.

Priorities carry over: High stays High, Normal becomes Medium and Low stays Low.

AI
Off until an admin turns it on in Settings > AI
With AI off
The customer's first message and a link to the thread
With AI on
A model drafts a short summary from the thread, including your team's replies and internal notes, and the modal labels it "AI-generated, may be inaccurate."
Either way
You read and edit it before it goes into Linear as the issue's description

Status back in Slack, not in the customer channel

Thorpe never posts issue updates in the customer channel. The owner decides what the customer hears and replies in the thread as usual.

On escalation, Thorpe posts who escalated it and the issue key in the card's thread, and the card gains a Linear field with the key and the issue's status. Each time the issue moves, Thorpe posts a line in the card's thread, such as "ENG-142 moved to In Progress", and updates the field. When the issue is completed or canceled, Thorpe 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.

The issue moves to Done, the card's Linear line and thread follow, and the owner gets a DM to reply to the customer

Account context from HubSpot

Link a Thorpe account to its HubSpot company and the account page shows the company's owner, tier, ARR, renewal date and lifecycle stage.

On the triage card, a line under the title shows the account, tier, ARR, renewal date and owner, as CSM. The HubSpot owner also feeds the 1. Account owner assignment rule. Once a link is confirmed or made by hand, a mapped HubSpot tier sets the account's tier, which picks the SLA policy for new requests. A request keeps the policy it opened with.

The account page shows HubSpot fields, and the triage card carries a line with the tier, renewal date and CSM

How it works

  1. Step 1

    In Settings > Integrations, an admin chooses Connect Linear, approves access in Linear and picks a Default team.

  2. Step 2

    To escalate, choose Escalate on a triage card, check the team, title, priority and summary, and send it.

  3. Step 3

    Follow the issue's status in the card's thread. The owner gets a DM when it is completed or canceled.

  4. Step 4

    For HubSpot, an admin chooses Connect HubSpot, maps the tier, ARR and renewal date properties and saves. Thorpe matches some accounts automatically; an admin links the rest with Find company.

  5. Step 5

    The account page and the triage card show the HubSpot details from then on.

Details

Linear
Not connected. An admin connects it
Default team
No default team
Escalation summary
The customer's first message and a thread link, while AI is off. Up to 3,000 characters
Issue updates
In the card's thread, and a DM to the owner when the issue is completed or canceled
HubSpot
Not connected. An admin connects it. Read only
Tier property, ARR property and Renewal date property
Not mapped. Owner and lifecycle stage sync without a mapping
HubSpot refresh
About once a day, or Refresh on an account
Who can connect and link
Admins

Questions

Does Thorpe write to HubSpot?

No. Thorpe only reads from HubSpot. It never writes back.

How fresh is the HubSpot data?

Linked accounts refresh about once a day, and admins can choose Refresh on an account to sync it sooner.

Can we switch to a different hub?

Not yet. Connect the hub you mean to keep: switching your workspace to a different hub is coming.

Read more

Get started

Bring your shared channels into one triage view.

Tell us about your team and we will get in touch to set Thorpe up with you.

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