How it works

With the Customer Support Portal, you can give your customers one place to view and reply to all their support messages, Linear customer requests, issues and projects. In one place, they can:

View and respond to every conversation across email, Slack, and support tickets. Give customers a clear view of all their Linear requests and let them update their priorities.

Set it up

To get started with your support portal, open the support portal settings.

Here you can make your support portal public by clicking on the switch in the gray box. You can copy the portal URL to view the page and add a link to it to your app. You can make your customers see request from their team members, from all sources. You can also display the due date of a requested Linear issue or project on the portal to give customers a better feeling when a feature will be ready.

Please make sure you turned on "Requests from all sources" so that your customers can see requests that didn't come only from the portal.

Company Scope

When multiple clients use your support portal, it is important to make sure each client only sees their own threads. The Company Scope setting controls which threads are visible to a logged-in contact based on their company. You can find it in your support portal settings as the "Cross-company thread visibility" dropdown, right below the Team Requests toggle.

Why it matters

Without company scoping, a contact could potentially see threads belonging to a different client if the portal's team-matching logic falls back to email domain. Enabling a stricter mode prevents this cross-client data leakage entirely.

The three modes

The setting affects both the request list and the request count badge shown in the widget.

Which mode should I use?

• Strict is recommended for any workspace that serves multiple end-clients through the portal. It guarantees one client can never see another client's data.

• Lenient is a good middle ground when you have some threads that are intentionally untagged (not linked to any company) and you still want contacts to see those alongside their own company's threads.

• Off preserves the original behaviour. Use it only if you do not need any cross-client isolation.

Migrating existing workspaces

New workspaces default to Strict. Existing workspaces that were created before this setting was introduced will behave as Off (the legacy default). If you serve multiple clients and want cross-client isolation, go to your support portal settings and switch the dropdown to Strict.

Customize

If you head over to the portal settings, you can adjust your portal colors, add a custom domain, authenticate customers with SSO or block certain domains from access, for example if you want to avoid competitors seeing your portal.

How to create roadmaps for specific clients?

With the customer support portal, you can create a tailored roadmap for each of your clients. You can just create an empty thread, associate it with this client, (make sure the email domain is matching), and then select all Linear projects or issues that this client should see on their portal. Doing this, everyone with an @client.com mail address will see those items.

I want to setup productlane as a B2B tool. We have customers or partners which should have a view on open issues but shouldn't see other customers tickets.
This is exactly what the Productlane customer support portal is for. Your customers will see all their tickets that they requested, independent of any channel. We sync the customer requests from Linear to Productlane and match their company by the domain of their email. By that, they will be able to see all their own and their teammates' open tickets, but not the tickets from your other customers.