How to create Linear issues from FreeScout conversations

To create a Linear issue from a FreeScout conversation, open the ticket in a mailbox where Linear is connected and use the ReplyRabbit panel. ReplyRabbit writes the issue for engineers, with a clear title, a summary of the problem, priority, the right team and project, and a link back to the conversation. You review it, create it, and the linked issue then shows its Linear status inside FreeScout. Manual creation is a Pro feature; the Team plan can also create issues automatically.

What you need first

An admin has to connect Linear to the mailbox: an API key, a selected team, and a default state such as Triage or Backlog. That's a few minutes in the mailbox's ReplyRabbit settings and is covered in Linear integration. Once it's done, every agent working that mailbox can create issues.

Create an issue from a ticket

1. Open the conversation

   Read the customer's report. If it's a genuine bug or a feature request that needs engineering, it's a candidate for Linear. If it's a how-to question, answer it instead.

2. Generate the issue in the ReplyRabbit panel

   Use the Linear panel in the conversation to generate the issue. ReplyRabbit reads the thread and produces a developer-ready title and summary, a priority, and a project if routing is configured.

3. Review the title and summary

   Check that the summary describes the actual problem and steps to reproduce, not just the customer's frustration. Add anything you know that the email doesn't say, such as the customer's plan or browser.

4. Create it

   Create the issue. The FreeScout conversation now shows the Linear identifier, status, assignee and project.

5. Reply to the customer

   Draft or generate a reply that says the report is with engineering and what happens next. Don't promise a date the engineers haven't given.

What makes the generated issue useful

The issue isn't the email thread pasted into Linear. It's written for the person who'll fix it: one-line title in the form engineers expect, the observed behaviour versus the expected behaviour, reproduction details drawn from the customer's description, and the FreeScout link for anyone who needs the original. Admins can add a Markdown ticket template so every issue follows the team's house format.

Routing keeps issues out of the wrong project. Domain mappings send a customer domain to a fixed project; AI project routing matches the conversation to a project when there's a confident fit; otherwise the issue is created without a project rather than guessed into one.

After the issue exists

• The conversation shows the live Linear status, assignee and project, so support doesn't need to ask engineering for updates.
• The tag rr_linear_issue_created can be applied through Workflow Tags, which lets FreeScout Workflows recipes react.
• A Slack webhook, if configured, posts when the issue is created.
• When engineering marks the issue done, ReplyRabbit can draft the customer follow-up in the original conversation, so the "it's fixed" reply is ready for the agent to review and send.

Automatic creation on Team

With Auto-submit issues enabled, ReplyRabbit creates the Linear issue itself when triage says engineering work is needed, applying routing, priority and labels where configured. It suits mailboxes where most reports are real bugs. Keep manual creation for mailboxes with a lot of ambiguous mail, where an agent's judgement on "is this really a bug" saves engineering time.

If issues aren't being created

Check that Linear is the selected tracker for the mailbox, the API key is current, a team is selected, and the plan includes the feature. If automatic issues don't appear, confirm the mailbox is on Team with Auto-submit on. Troubleshooting ReplyRabbit has the checklist. For notifications, see Slack integration, and for the rest of the mailbox setup, How to set up ReplyRabbit.