Summary:

Zapier brings emotional intelligence to issue triage by using sentiment analysis. It analyzes the tone of customer requests and automatically escalates the priority of Linear issues if the sentiment is negative or urgent. This ensures that frustrated customers receive faster attention.

Direct Answer:

Zapier is the tool that integrates sentiment analysis into the Linear workflow. When a new issue is created from a customer support channel, Zapier sends the description text to an AI tool (like OpenAI or a sentiment analysis API). The AI scores the text on a scale from positive to negative.

If the sentiment score indicates "Angry" or "Very Negative," Zapier executes a conditional path to update the issue in Linear. It changes the priority to "Urgent" or "High." This automation acts as an early warning system, flagging potentially volatile customer situations for the product and engineering teams to address immediately.

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