Auto-notify Pylon customers when a Linear bug ships

Build me an agent workflow that closes the loop between engineering and customers when a bug fix ships. The trigger is Linear's issue_completed poll: it should fire whenever a Linear issue moves into a Done-style workflow state. Let me scope which Linear teams or projects this watches when I configure it.

When the trigger fires, the agent should call Linear's Get Issue to load the full issue: title, description, identifier (like ENG-123), URL, and any URLs or attachments mentioned in the description or comments. Engineers commonly paste Pylon ticket links into the Linear issue, so capture those too.

Next, use Pylon's Search Issues to find every Pylon ticket that references this bug. The match can be on the Linear issue identifier (ENG-123), the Linear URL, or the issue's UUID. Try multiple search terms if needed, and de-duplicate the resulting Pylon tickets. If zero Pylon tickets match, exit silently. Do NOT post a Slack summary, do NOT reply, do nothing. This is important: silent exit on no matches.

For each matched Pylon issue, do two things. First, call Pylon's Reply to Issue to send a short, friendly customer-facing message letting them know the fix is now live. Rewrite the Linear title and description into plain customer language: no ticket numbers, no stack traces, no engineering jargon, no internal team names. Keep it to two or three sentences, warm but professional, and reference what they originally reported in their own words when possible. Second, call Pylon's Create Internal Note on the same issue, tagging the CSM or assigned teammate, saying the fix has shipped and the ticket can be marked resolved. Include the Linear issue link in the internal note for traceability.

Finally, after processing all matches, send one Slack message via Send a Message to a configurable support channel summarizing the run: the Linear issue title and link, how many customers were notified, and a short list of the affected Pylon ticket subjects or account names. Only send the Slack summary if at least one customer was notified.

Let me configure: which Linear teams or projects to watch, the Slack channel for the summary, the CSM or teammate to tag in the internal note, and an optional approval mode where the customer reply is drafted as an internal note instead of sent automatically.

Additional information

What does this prompt do?

Watches Linear and fires the moment an issue moves into a Done state.
Looks across your Pylon tickets to find every customer who reported or asked about that bug.
Drafts a short, plain-language reply to each customer letting them know the fix has shipped, and tags the CSM internally so the ticket can be closed.
Posts a single Slack summary in your support channel with how many customers were just notified.

What do I need to use this?

A Linear workspace where engineers move issues to Done when fixes ship.
A Pylon account where customer tickets are tracked, with permission to reply and add internal notes.
A Slack workspace and a channel where your support team wants the summary posted.

How can I customize it?

Change which Linear teams or projects are watched, so only customer-impacting work triggers replies.
Adjust the tone or signature on the customer reply, or have the agent draft an internal note for review instead of sending automatically.
Pick a different Slack channel for the summary, or skip Slack entirely when fewer than a chosen number of customers are affected.

Frequently asked questions

What if no customers ever asked about this bug?

The workflow exits silently. If nothing in Pylon references the Linear issue, no replies go out and no Slack message is posted.

How does it know which Pylon tickets are about the same bug?

It checks each Pylon ticket for mentions of the Linear issue ID, the Linear URL, or the issue key like ENG-123. Engineers commonly drop these links into Pylon when they file the bug.

Will the customer reply sound like an internal changelog?

No. The agent rewrites the engineering description into a short, friendly update in plain language so customers do not see jargon, ticket numbers, or stack traces.

Can I review the messages before they go out?

Yes. You can ask the agent to draft each reply as an internal note for your CSM to approve, instead of sending the customer-facing reply automatically.

Does this work if my team uses Linear projects instead of teams?

Yes. You can scope the trigger to specific teams, projects, or labels, so only the work that affects customers kicks off this workflow.