Seamlessly integrate Intercom Tickets and Jira issues for more efficient communications between teams.

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”.

Select the Jira project you want issues to be created in (you can add multiple projects).

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".

This will also add a note to the Intercom ticket if the status is updated from Jira.

When you’re happy with the settings, select Save.

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

Now go to Automation > Workflows and click New workflow.

Scroll to the bottom under the “Connect to apps” section to find the Jira Workflow templates:

Choose a template and then select Use this template.

You can use either the default configuration or edit them using the power of Workflows.

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.

To sync data to other Jira fields, use the “Additional Fields” input. Enter in JSON format, such as the example below.

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.

Once you’re happy that your Jira Workflow and action are ready, click Set live to set the Workflow live.

Go to the Help Desk and create a new ticket.

Enable ticket events using ⌘ / Ctrl E or click the three dots menu and select Show ticket events to see if your Workflow and action have been triggered.

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 page icon 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 try testing the Jira automation again.

While in beta we have some known limitations that we are currently working on:

Customers will continue to interact with your support team through Intercom. However, any tickets they raise, 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 Help Desk, 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.

Now the issue has been created and linked to your Intercom ticket.

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.

Now the issue is linked, and you can now see it in your inbox sidebar. You can unlink the issue or link multiple issues to the same Intercom ticket if needed.