Skip to main content
Jira for Tickets app

Automatically sync Jira and Intercom data

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

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

  • Automatically sync Intercom Ticket types with Jira issues.

  • Set up custom automations using Workflows templates to configure what data syncs between Intercom and Jira.

  • Ensure tickets on Intercom are updated with status changes and notes whenever the same happens on Jira issues.

  • Use the Help Desk Jira for Tickets app to create or link Jira issues from Intercom tickets.

Note: Jira for Tickets integration only supports Jira Cloud at the moment. There are no plans for supporting Jira Server; Atlassian are discontinuing support for this at the end of February 2024.


Install the app

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.

Ensure you're logged in to your correct Atlassian account.

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


Set up automations

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:

  • Basic automation

    • Automatically create Jira issues from Intercom tickets and sync notes

    • Basic automation only syncs Intercom ticket title and description to Jira. Jira issue types with mandatory fields other than Summary and Description are not supported with Basic Automation. Use Custom automation for syncing additional data.

  • Custom automation

    • Uses Workflow templates to customize how data is synced between Intercom and Jira.

    • Jira custom automation is only available on Intercom plans with Workflows.

Basic 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 finished with the configuration and settings, select Save.

Custom automation

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

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

Scroll down to the “Connect to apps” section to find the 5 Jira Workflow template options:

  • Create Jira issue: When a ticket is created in Intercom, create Jira issue. This can be configured to sync custom Ticket attributes to Jira.

  • Comment on Jira issue: When a teammate adds a note in Intercom, post a comment in the associated Jira issue. The comment content can be configured to capture the information you need.

  • Jira issue status is updated: When Jira issue status is updated, update the associated Intercom ticket. By default a note is added with the status update.

  • Change ticket status from Jira updates: When a Jira issue status is updated, update Intercom ticket status.

  • Jira issue comment is added: When Jira issue comment is added, update associated Intercom ticket. The comment content can be configured to capture the information you need.

Choose a template and then select Use this template.

Editing Jira Workflow templates

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. Fields marked with an asterisk are required.

Some of the fields are entered in a JSON format:

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.

Testing Jira automations

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.

Troubleshooting tips

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.

Limitations

  • Intercom ticket file attributes can't be synced to Jira.

Customer experience

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.

Teammate experience

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.


Use the app from the Help Desk

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.

Create Jira issues from Intercom Tickets manually

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.

Link your Intercom Tickets to existing Jira issues

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 also unlink the issue if needed.


Linking to many Intercom tickets or Jira issues

Many Intercom tickets to one Jira issue using tracker tickets

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.

One Intercom ticket to many Jira issues using back-office tickets

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.


💡Tip

Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts


Did this answer your question?