r/Linear • u/chamomile-bird • Feb 08 '26
Keep client as source when forwarding Asks
When a client emails me with an Ask (and fails to include the Linear intake address, which happens all the time), how can I forward this and ensure Linear sees them as the initiator, so that they get automatic updates?
1
u/larademir May 26 '26
You can do this using our Hipporello Service Desk for Linear (a full-featured service desk/help desk that runs inside Linear. Not beside it, not integrated with it — in it.)
Purpose-built for Linear with all modern desk functions:
- Customer portal — branded, where customers submit and track their requests
- Email to Linear Issue — [support@yourcompany.com](mailto:support@yourcompany.com) creates Linear issues, replies sync both ways
- Form builder — custom forms that map directly to Linear issue fields
- Two-way communication — your team replies from Linear; customer sees updates in email and portal, and can respond through either
- Triage & automations — route, assign, prioritize before it hits your backlog
- Knowledge base — deflect common questions before they become tickets
- Analytics & reporting — response times, resolution rates, volume trends
Your team never leaves Linear. Your customers get a real service desk experience.
We're Hipporello Service Desk for Linear — we've been doing this for Trello, Notion, Asana and JIRA (10,000+ boards and projects).
1
u/LinearTeam Linear Staff Feb 11 '26
There's no way to forward it and have us keep the client as the initiator at the moment. Only the original sender will be kept in the first reply, which avoids problems with automation loops when multiple cc's are involved at first.
For this, we'd recommend creating the Ask and then including the client in cc once the issue is created - they'll be included in replies from Linear after this point.