Hipporello Service Desk for Linear: Comprehensive Setup and User Guide

Welcome to the world of Hipporello Service Desk! This documentation provides step-by-step guidance on how to set up and configure the Hipporello Service Desk platform end-to-end with Linear integration.

Whether you are building an internal IT help desk, managing external customer support processes, or tracking operational service requests, this guide will help you optimize your system for maximum efficiency.

Hipporello Service Desk transforms your Linear workspace into a full-fledged request management ecosystem. Through portal-based form submissions, incoming emails, and automated workflows, all requests are collected, processed, and centrally tracked directly as Linear issues.

Guide Content and Roadmap

By following this guide step by step, you can easily complete the following processes:

1. User Portal Setup: Deploying the foundational portal infrastructure.

2. Form Configuration and Email Channels: Integrating data collection and ticketing channels.

3. Request Management with Linear: Organizing incoming notifications as Linear issues.

4. Brand Management and Portal Design: Customizing the interface to match your corporate identity.

5. Access Policies and Authentication: Securing access and setting up user verification steps.

6. Advanced Settings: Configuring custom domains and notification scenarios.

1. User Portal Setup

This is the initial setup phase of the central platform where your customers and employees can submit their requests.

• Initial Configuration: Create a new service desk portal via your Hipporello dashboard.

• Linear Team Connection: Link your portal to the relevant Linear team or project where the requests will be transferred.

• Interface Overview: Take a general look at the basic customer dashboard users will see when creating and tracking their requests.

2. Form Configuration and Email Channels

Determine the channels through which requests will be submitted into the system.

• Dynamic Form Builder: Design custom forms using a drag-and-drop interface to collect the right information from users. Map form fields with Linear custom fields.

• Email Ticketing: Connect your support email addresses (e.g., support@yourcompany.com) to Hipporello to automatically convert every incoming email into a support ticket.

3. Request Management with Linear

Optimize how the incoming notifications are processed within Linear.

• Automated Issue Creation: Instantly convert data coming from portal forms or emails into issues in Linear.

• Agent Dashboard: Communicate directly with users and respond to requests without ever leaving Linear, thanks to the Hipporello integration.

• Status Synchronization: Ensure that workflow status changes in Linear are instantly reflected on the user portal (e.g., In Progress -> Done).

4. Brand Management and Portal Design

Ensure your customer portal reflects your corporate identity.

• Logo and Color Palette: Upload your company logo and choose themes that align with your corporate colors.

• Interface Layout: Organize welcome texts, help document links, and form lists in a way that maximizes the user experience.

5. Access Policies and Authentication

Define the security and access limits of your portal.

• Public and Private Portals: Configure whether the portal will be open to everyone (public) or restricted only to users with specific email domains (private/restricted).

• Authentication: Enable Single Sign-On (SSO), Google/Microsoft integrations, or passwordless login (magic link) methods so users can log in securely.

6. Advanced Settings: Custom Domain and Notifications

Finalize the technical details to provide a professional user experience.

• Custom Domain: Publish your portal on your own subdomain (e.g., help.yourcompany.com). Configure DNS (CNAME) settings to activate your SSL certificate.

• Notification Scenarios: Customize the automated email templates that will be sent to users and your support team when a request is received, replied to, or closed.