Linear Asks alternative: get customer requests into Linear with replay and logs

Linear Asks turns requests from Slack, email and web forms into Linear issues in your team’s Triage queue, and keeps the conversation synced with the person who asked (Linear Asks docs, checked October 3, 2026). Linear describes it as built for internal requests that would otherwise get lost across chat threads, shared inboxes and ad hoc forms. Customer requests use a separate Linear feature.

That makes Asks a good fit for a laptop request to IT or a contract review for legal. It is a weaker fit for a customer whose checkout button does nothing on their phone, where engineering needs the screenshot, the console errors and what the customer clicked. This guide covers what Asks does, which plan includes it, where it falls short for customer bug reports and how to get those reports into Linear with the technical context attached.

What Linear Asks does

• Slack intake. Teammates create a request from a Slack message or the /ask command. Linear says shared Slack channels also let external users, such as customers, create requests (Linear Asks).
• Email intake. Requests sent to a Linear address, or a custom address that forwards to Linear, become issues.
• Web forms. Forms for authenticated users, behind sign-in through your identity provider (Linear web forms).
• Triage and templates. Requests land in the team’s Triage queue, and templates apply default properties.
• Synced conversations. Replies in Linear and in Slack or email stay in sync, so the requester sees updates.

Which Linear plan includes Asks

Prices from Linear pricing, checked October 3, 2026. Every engineer, product manager and support teammate who works in Linear is a paid user, so a 20-person team on Business pays $320 a month billed annually.

Linear’s customer requests feature

For feedback from customers, Linear has customer requests: you attach a customer’s request to an issue, and Linear tracks which customers asked for what (Linear customer requests). Requests come in through integrations with Intercom, Zendesk, Front, Salesforce, Linear Asks, Slack and Linear’s API, and customer attributes sync from Intercom, Zendesk or Front. Customer requests are on every plan, including Free; the support integrations need Business or higher.

That works well for feature requests, where the signal is who asked and how many. For bugs, the request carries what the support tool had: the customer’s message and whatever the support agent added.

Where Asks falls short for customer bug reports

1. No capture inside your product. Asks takes requests from Slack, email and forms. It does not collect a screenshot, console logs, network requests or a replay from the customer’s session.
2. Built for colleagues. Linear positions Asks for internal requests. Web forms need SSO sign-in, so customers cannot use them, and shared Slack channels only reach customers you share Slack with.
3. No support conversation. Asks syncs replies with the requester, but it is not a help desk: no live chat widget, no help center and no AI agent that answers the customer first.
4. Plan cost. Asks starts on Business, priced per user across your whole Linear workspace.

None of this is a flaw in Asks; it does the job Linear built it for. Customer bug reports need a different first step.

The alternative: capture in your app, track in Linear

The approach that works for software teams is to collect the report where the bug happens, keep the conversation with the customer in a support tool, and send engineering the issue in Linear with the context attached. Gleap does this as AI-native customer support for software teams.

1. The customer reports from inside your app. With in-app bug reporting, the report carries a marked screenshot, console and network logs, browser and device data and the custom data you attach. On Team and Pro, a session replay shows what the customer did before reporting.
2. The report becomes a ticket. It lands in the same inbox as your chat and email, linked to the customer, so your team can answer them.
3. Kai Specialist investigates, if you allow it. Kai Specialist reads the screen recording, the console and network logs, account data and, when you allow it, your code read-only, then answers or escalates with a diagnosis.
4. Gleap creates the Linear issue. The Linear integration creates the issue in the team and project you choose, automatically for selected ticket types or by hand after triage. The issue carries the description, the screenshot, device and browser data, a link to any screen recording and a share link to the full report with the replay and logs.
5. Linear syncs back. Linear comments arrive on the Gleap ticket as internal notes, and status changes appear in its history.
6. The customer hears back. When a teammate confirms the fix is live, your team replies in the same conversation. On Team and Pro, a teammate can start Kai Code on a confirmed bug; it opens a pull request that your engineers review and merge.

Linear Asks vs Gleap for customer requests

Gleap pricing

As of October 2026, Gleap Free costs $0 with one seat and 50 tickets a month, including in-app bug reporting with console logs. Team costs $149 a month billed annually ($179 monthly) and Pro $299 ($359 monthly), both with unlimited seats, integrations including Linear, and all agents: Kai Support at $0.29 per resolution, Kai Specialist billed by usage (about $0.49 per investigation on average), Kai Code and Kai PM billed by usage and Kai Copilot included. New workspaces get a 7-day free trial, no credit card required. See Gleap pricing.

When Linear Asks is enough

Stay with Asks alone if your requests come from colleagues, from a few B2B customers you already share Slack channels with, or by email, and if engineering rarely needs logs or a replay to act. Add a customer support tool in front of Linear when requests come from many customers, inside your product, and engineering’s first question is what the customer actually saw. Our guide to bug reports with session replay and the list of bug reporting tools go deeper.