Start with the customer's story.
Read the conversation alongside the customer and company record. Capture what happened and what the customer needs, without asking the next teammate to reconstruct it.
FOR B2B SUPPORT TEAMSA customer problem.
A customer problem.
A team that has the context.
The answer often needs more than a reply. Keep the conversation connected to the account, the engineer, and the work that gets the customer moving again.
- 01A customer asks
Keep their message and account context together.
02Bring in the teamSend the relevant context to a Slack channel.
03Track the engineering workCreate or find the relevant Linear issue.
- 04Close the conversation
Review the result and reply to the customer.
PUT IT INTO PRACTICE
Turn a support request into a clear handoff.
Example: a customer cannot invite a teammate. Support needs account context, engineering needs a useful issue, and the customer needs an answer.
Gather the context you actually need.
Use a configured account lookup or a bounded agent with selected read tools. Give it a defined task, such as summarizing the request and finding a relevant issue.
Review the handoff.
Route the request to the right person. When the workflow will create an issue or notify another service, place a human approval before the write if your process requires one.
Bring the result back to the conversation.
Inspect the action's result, connect the relevant issue, and reply with a useful next step. The customer conversation remains the place your team picks up the work.
WORK WITH THE TOOLS YOU HAVE
Keep the context. Connect the action.
Inspect the actions and permissions available for each service before connecting your account.
THE PRACTICAL DETAILSBefore you
Before you
get started.
Can we start with support and add workflows later?
Yes. Use the support workspace first. Add automation around a repeated handoff once your team knows the process and its exceptions.
Does connecting Linear sync every issue automatically?
No. Choose the supported operations and configure the workflow or issue link your process needs. A connection alone does not enable an all-purpose two-way sync.
Do we need AI for this?
No. Use rules and explicit actions when they fit. Add an agent or an AI decision only when you need its configured judgment or summarization capabilities.
Make one process work better.
Start with a request your team knows. Build the next steps around it.
Follow the quickstart