Skip to main content
The hardest part of the feedback loop is the last step: telling customers you actually built the thing they asked for. It’s the step that gets skipped, and skipping it is why customers stop bothering to give feedback. Closing the loop makes that step automatic. When a Signal is closed because the work shipped, the people behind it are told in the channel where they first spoke up. Nobody has to remember, and nobody has to keep a list.

​
How it works

Every piece of Feedback remembers where it came from and who raised it. When a Signal moves to Closed:
  1. Its feedback is marked done.
  2. Lane goes back to the source of each piece of feedback and lets the customer know the work has shipped.
A Signal can be closed by hand, or automatically: when the linked issue or page is marked done in Linear or Notion with status sync on, or when the GitHub pull requests linked to it have all merged. So once that’s set up, shipping is the only step anyone takes. Each piece of feedback is told once, and only when every Signal it belongs to is closed, so nobody hears “it’s shipped” while part of their request is still open.

​
What Lane sends, by source

The update matches where the feedback came from:
  • Slack: Lane replies in the original thread, so the person sees it in context.
  • Intercom: Lane adds an internal note to the conversation for your support team to pass on, and can reopen the conversation so it doesn’t go unnoticed.
  • Zendesk: Lane adds an internal note to the ticket, and can reopen a solved ticket.

​
Setting it up

Turn it on per source, under Close the loop in each integration’s settings:
  • Slack: Send update in Slack thread
  • Intercom: Post internal note in Intercom, and optionally Re-open conversation
  • Zendesk: Post internal note in Zendesk, and optionally Re-open ticket
Closing the loop is available on Pro.

​
Show engineers the demand too

Closing the loop tells customers when work ships. To show engineers who’s waiting while they build, send the Signal to Linear: the feedback behind it arrives as Linear customer requests, with each customer’s revenue attached.

​
FAQs

Q: What triggers the update?
A: A Signal moving to Closed, whether you close it yourself, Linear or Notion status sync closes it, or its linked GitHub pull requests merge. Q: Will customers hear “it’s shipped” as soon as a pull request merges?
A: Yes, if the Signal closes on merge. If your team merges well before customers can use the change, turn off Close Signals when their pull requests merge in the GitHub settings and close Signals when the release goes out. Q: Which feedback gets an update?
A: The feedback behind the closed Signal, once every Signal that feedback belongs to is closed. Each piece of feedback is told only once. Q: Does it post publicly to customers?
A: It depends on the source. Slack replies in the original thread; Intercom and Zendesk add internal notes for your team to relay, with an optional reopen. Q: What if I close a Signal by mistake?
A: Move it back from the status chip. Customers who were already told won’t be told again.