Designed for: Software agencies and delivery teams supporting applications they build for clients.
The situation
A client reports several invoice problems and wants to know which are being investigated and which are ready to test. Your team already tracks the issues in Linear, but the client has no clear view of their reports.
A concrete example
A client reports that the invoice preview shows the correct VAT but the downloaded PDF does not. Their report includes the affected invoice, browser and steps to reproduce.
Illustrative workflow, not a customer case study.
How the workflow fits together
- Ask the client to describe what happened, what they expected and how to reproduce it in a portal request.
- Review the linked issue in Linear and request any missing context through a client-facing reply.
- Investigate and manage the fix in your existing Linear workflow.
- Update the issue status so the client can follow progress in their portal. Ask them to try the fix and reply on the request with the result.
What to prepare
Give clients a short reporting format: affected page, steps to reproduce, expected result and actual result. Use a test report to verify the Customer mapping and reply flow.
What to agree with the client
A portal does not define an emergency response process. Tell clients separately how to reach you for an urgent production incident and which response commitments apply.
What to check in a pilot
- The team receives enough detail to start investigating.
- The client’s replies appear on the expected issue.
- The client can distinguish an open report from a completed fix.
Use the first-portal checklist to test the complete flow, or review the Linear connection and permissions.
Related workflow: Manage website maintenance requests.