Use this article to install the Jira for Tickets app, configure Basic or Custom automations to sync Intercom Tickets with Jira issues, create and link Jira issues manually from the Inbox, and troubleshoot common integration problems.

Go to the App Store and find the Jira for Tickets app.

Select the Jira for Tickets app and then click Install now.

Click Authorize access to give Jira for Tickets the right access to your Intercom Workspace.

Review the access Jira for Intercom Tickets (the Atlassian side of the app) is requesting and press Accept.

Go to Jira for Tickets app settings to set up automations to automatically sync Intercom Ticket types with Jira issues.

Choose the type of automation:

In Jira for Tickets app settings choose “Basic automation”.

Toggle the "Enable this to create Jira issues from Intercom tickets automatically" and add your Jira project.

Map the Intercom ticket type to Jira issue type (you can map multiple types).

If you want Intercom tickets and notes and Jira issues comments to sync, select "Enable this to sync Intercom ticket notes and Jira issue comments in real-time".

Enabling real-time sync will also add a note to the Intercom ticket whenever its status is updated from Jira.

When finished with the configuration and settings, select Save. Once saved, the automation activates immediately. Any new Intercom ticket matching the configured ticket type will automatically create a corresponding Jira issue.

In Jira for Tickets app settings choose “Custom automation” and then click Save.

Next, navigate to AI & Automation > Workflows and select New workflow.

These 5 Jira Workflow templates configure how data syncs automatically between Intercom and Jira. In the Workflow builder, scroll down to the Connect to apps section to find them:

Choose a template and then select Use this template.

You can use either the default configuration for each Jira workflow template, or edit the templates using the Workflows builder.

To edit the Intercom ticket types that are synced to Jira, update the trigger or branch filters.

To edit what Intercom data is passed to the Jira issue, select the action.

You can configure the data that’s sent to Jira using the attribute selector menu. Fields marked with an asterisk (*) are required — these must have a value or the Jira issue will fail to create.

Some of the fields are entered in a JSON format (JavaScript Object Notation — a structured text format used to pass data fields and values):

Once you make your changes, click Save on the Jira action. You will then see your added attributes displayed in the action step of your Workflow.

When finished with the Jira workflow configuration and settings, click Set live to set the Workflow live. The workflow is now active. New Intercom tickets matching your trigger conditions will begin syncing to Jira automatically. To verify the setup, see How to test Jira automations below.

After setting up your Custom automation workflow, test it to confirm the Jira integration is working correctly.

If workflow and action has not been triggered, ensure your workflow is set live and configured with the right audience and branch filters.

If workflow and action has triggered but failed, click on the action name.

Click the external link icon (↗) next to the action name to open the action detail page.

Go to the “logs” tab. There you will see details on where the error is.

Go back to the Workflow to correct the error and test again. A successful run shows the action with a 200 status in the logs tab and a new issue created in your Jira project.

The following limitations apply when using the Jira for Tickets app from the Inbox sidebar to create or link issues:

Customers will continue to interact with your support team through Intercom. However, any tickets they raise — including tickets created directly from the Messenger home via the ticket links app — or your teammates raise for them, will now be automatically converted to Jira issues, streamlining the process and ensuring better issue tracking and management.

Teammates can view and manage Jira issues directly within the Inbox. When a new ticket type is created, it will automatically create a Jira issue based on the mappings configured during set up. This allows teammates to efficiently manage and resolve issues without having to switch between Intercom and Jira.

You can use the Jira for Tickets app in your inbox sidebar to create Jira issues from Intercom Tickets manually or link your Intercom Tickets to existing Jira issues (linking to many issues is supported).

To enable these capabilities from the Inbox, open the right sidebar and click on Edit apps.

Find the Jira for Tickets app and click on the pin icon to pin this to other apps in your inbox sidebar.

To create a new Jira issue from your Intercom ticket, click the Create a new issue button in your Jira for tickets sidebar app.

Select a Jira project from recently viewed or by using a search field.

Then choose an issue type and fill in the fields. Click on the Create issue button.

The new Jira issue is now linked to your Intercom ticket. You'll see it listed in the Jira for Tickets sidebar panel, showing the issue key, type, status, and assignee. Any future status updates to that Jira issue will sync back to the ticket automatically (if note syncing is enabled).

To link your Intercom ticket to an existing Jira issue, click on the Link an existing issue button in your Jira for Tickets app.

Find the issue either in "Recently linked issues" or by using a search field and click on it.

The issue is now linked and visible in the Jira for Tickets sidebar panel in your Inbox, showing the issue key, type, and current status. You can also unlink the issue if needed.

Once a ticket is linked, the Create and Link buttons are hidden — open the Jira for Tickets sidebar panel to manage the existing linked issue.

A tracker ticket is a special Intercom ticket type that acts as a parent record, grouping multiple related customer tickets under one issue. This lets you manage a widespread problem in one place and bulk-update all linked customer tickets from a single action. Many Intercom customer tickets can be linked to one Intercom tracker ticket. That one Intercom tracker ticket can then be linked to a Jira issue. When there’s an update to the Jira issue, the tracker ticket could be updated. The tracker ticket can be used to bulk update all of the associated Intercom customer tickets.

A back-office ticket is an internal Intercom ticket not directly visible to customers, used to coordinate work between internal teams. An Intercom customer ticket can be linked to many Intercom back-office tickets. Those Intercom back-office tickets can then be linked to the respective Jira issue. When there’s an update to the Jira issue, the back-office ticket could be updated. When the status changes of the back-office ticket, the Intercom customer ticket is updated.

If Jira issues default to Medium priority regardless of settings in Intercom:

Jira for Tickets doesn’t support creating issues directly from conversations without converting them into tickets. To create issues from conversations, use the Jira Cloud app instead.

Jira can’t create issues directly from emails routed into Intercom. Ensure emails forwarded to Intercom first convert into tickets to trigger issue creation.

If you notice duplicate notes with '[jira for intercom tickets]' in conversations, this typically occurs when both the Jira Cloud app (Tools Plus) and the Jira for Tickets app (Intercom) are installed.

To resolve this, you may choose to uninstall one of the apps, but be aware of the trade-off:

There is a known issue affecting the sync of attachments from Intercom notes to Jira. Until a fix is deployed, upload images directly in Jira after the issue is created — attachments are not automatically transferred. Images shared in Intercom remain accessible in the ticket but are not copied to Jira. Intercom file links are also secured and time-limited, so pasting them into a Jira field won't open reliably for Jira users. Hosting the file externally and sharing a public URL is a more dependable workaround.

If you experience issues with the integration:

For security reasons, Jira requires apps to re-authorize their connection every 365 days. After this period, a workspace admin must reinstall the Jira for Tickets app to renew authorization.

Reinstalling the Jira for Tickets app in Intercom does not delete or modify your Jira issues. Your Jira data remains safe:

What gets updated during reinstallation:

Once reinstallation is complete, your workflows will resume syncing automatically with your existing configuration intact.

The Reporter field is not controlled by Intercom — it is part of your Jira project's Create Issue screen configuration. If the field doesn't appear when creating a Jira issue from Intercom, it means one of the following is true in Jira:

To fix this, a Jira project admin needs to either add the Reporter field to the project's Create Issue screen, or grant the connected Atlassian account the Modify Reporter permission. Both are configured in Jira — not in Intercom.

Intercom offers two ways to integrate with Jira, and their support is handled differently:

Jira for Tickets: This is the official Intercom app (the one this article describes). Support and troubleshooting for this app are handled by the Intercom team.

Jira Cloud App: This is a third-party application built and maintained by Tools Plus. Intercom support has limited visibility or control over the internal features or logic of the Jira Cloud App. If you experience issues with features specific to the Jira Cloud App (e.g., automated conversation reopening upon status change), you must contact the Tools Plus support team directly.

Important: When a Jira issue status changes, only the directly linked Intercom ticket is updated. In most setups, this is the Tracker ticket (a parent ticket that aggregates multiple customer tickets — see the Linking to many Intercom tickets or Jira issues section for details).
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Status changes do not automatically update linked Customer tickets. Customer Tickets must be updated manually by triggering a bulk update from the Tracker Ticket.

This means Jira → Tracker updates happen automatically, but Tracker → Customer ticket updates require manual action.

The Jira Issue Key field — visible in the conversation attributes panel on the right side of the Inbox — is not auto-populated by the Jira for Tickets integration. It stays blank unless something explicitly sets a value — a workflow action, a data connector, or an API call. To populate it automatically, set up a workflow that writes the Jira issue key to the attribute after the Jira Create Issue action runs.

If a Jira Create Issue workflow runs correctly on email or Messenger conversations but silently does nothing on Slack-originated conversations, data connectors are likely disabled for your Slack channel. Go to Settings → Channels → Slack and open Manage Workspace Settings (not the individual channel settings). Enable the Data Connectors toggle.

Renaming a data connector after adding it to a workflow can de-sync it — the workflow may appear to complete successfully but no Jira issue is created, with no error. To fix this, delete the data connector step from the workflow, save the workflow, then re-add the data connector step and save again. To avoid this, don't rename data connectors after adding them to workflows.