Linear launched a customer requests feature not yet on the pricing page, requiring users to switch to Basic or Business plans. The company built custom billing modals to support legacy $10-per-user pricing that Stripe can't handle, forcing users to migrate to new plan versions to access the feature.
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They just launched this new feature called customer requests. It's not yet on their pricing page. They have this nice experience for telling you about new features. It looks like it's home-built. This is part of the purchasing experience to me because I'll show you why. I looked at this feature and I'm like, I really want customer requests. I think that's, it would be cool to have a customer object in Linear to tie things to because that helps us with prioritization directly. And so I see this and I watch this video and I'm into it. What do I do next? I click this enable customer request. It sends me here and I believe we're in deep into purchasing experience now. I can't do anything until I do this, switch to basic or business. I go here and this is very interesting to me because last time I was here it was vanilla Stripe. And by vanilla Stripe, I mean all these buttons just opened up Stripe checkout and that's where everything was managed. That's no longer the case. Now they've moved into a custom setup and these buttons open up custom modals and stuff. And I think I know why they did that because they have a true legacy plan now that they're having to contend with, which you simply can't manage with pure vanilla Stripe. And so we're on this legacy plan, $10 per user to get the customer request Request feature, we don't actually have to pay more at all. We just have to move to the new version of the same plan.
