Linear Customer Requests
Customers describe problems in many places: support chats, sales calls, emails, and community forums. Teams lose valuable signals when feedback stays scattered. A clear process connects each request to an issue so the product team sees what users need most.
The Feedback Flow
Support chat ─┐
Sales call ─┼──► Capture ──► Triage ──► Link to issue ──► Prioritize ──► Reply
Email ─┤ │ │ │ │ │
Forum post ─┘ Customer Valid? One issue, Count of Tell the
+ request Duplicate? many requests requests customer
Everyday Comparison
A neighborhood shop keeps a suggestion box. The owner reads each note, groups similar ones, and notices that twenty people ask for longer opening hours. The count tells the owner where to act first. Linear lets product teams build the same view for software features.
Capture Requests
Linear offers a Customer Requests capability that attaches feedback to issues and tracks which customers asked. Availability depends on your plan. Teams without it can use a label such as Customer Request and add notes in issue descriptions or comments.
Record four facts for every request.
| Fact | Why It Matters |
|---|---|
| Customer name or account | Shows who needs the change |
| Original wording | Preserves the real pain in the customer's words |
| Source | Helps the team follow up |
| Business impact | Separates minor wishes from deal-critical needs |
Send Requests Through Triage
Route new feedback into the team's triage inbox. A reviewer checks whether an issue already covers the need. A match receives a link to the existing issue. A new need becomes a fresh issue.
Merge Many Requests Into One Issue
Ten customers asking for dark mode should produce one issue with ten linked requests, not ten issues. The request count then acts as a demand signal.
ISSUE ENG-520: Add dark mode Linked requests: 14 ├── Acme Corp (Enterprise) ├── Northwind (Growth) ├── 12 other accounts Priority suggestion: High
Prioritize With Evidence
Count the Demand
Sort issues by the number of linked requests. High counts show broad need.
Weigh the Impact
Consider revenue, risk of losing accounts, and strategic fit. A single request from a major account can outweigh several minor ones.
Ask Why
Look beneath the feature request. A customer who asks for an export button may want to share data with a manager. A different solution might serve that goal better.
Close the Loop
Tell customers what happened. A short reply works well: "We added your request to our plan and will update you when it ships." Contact them again after release. Customers who see action trust your team and stay longer.
Good Habits
- Capture feedback within a day of hearing it.
- Store the customer's own words alongside your summary.
- Review the top requested issues in each planning session.
- Protect privacy. Share only the details your team needs, and avoid pasting sensitive personal data into issues.
Common Challenges
Too Many Sources
Feedback arrives from chat tools, calls, and inboxes. Pick one capture method per source and write it down. Support agents then know exactly where each request goes.
Vague Requests
Customers often describe solutions instead of problems. Ask a follow-up question that reveals the goal behind the request. Record both the suggestion and the underlying need.
Conflicting Demands
Two customers may ask for opposite behavior. Document both and bring the conflict to the product lead. Decisions improve when the evidence sits in one place.
Example Weekly Routine
A product manager spends thirty minutes each Monday on feedback. She clears the triage inbox, links new requests to existing issues, and scans the top ten issues by request count. She shares two highlights with the team and flags any request tied to an account at risk.