Deprecation notice: Conversation actions in Jira Cloud and Jira Server

22 January 2019

With the release of Jira Cloud of Intercom we are discontinuing the conversation action feature in Intercom for Jira by end of March 2019. The Jira app itself continues to work as it is today, it's just that we are moving the conversation action feature to a separate Intercom companion app.

Jira Cloud customers We kindly ask all Jira Cloud customers to install the new Intercom companion app that provides the same features as conversation actions but with significant usability improvements. The Intercom app is completely free of charge, so you won't have to pay anything more than what you already pay today. For a smooth transition, you can easily use the Intercom app and conversation actions in parallel until you completely migrated.

Jira Server customers Due to unannounced changes in the Intercom API conversation actions are not functional for new Intercom for Jira customers since December 2018 (incident details and status). We are working on a major overhaul of the Jira Server integrations that will replace conversation actions with a self-hosted Intercom app that essentially provides the same feature and functionality as Jira Cloud for Intercom.

Why this change? There were a couple of reasons that lead to this change. Firstly, the existing conversation actions feature has some limitations, e.g. you can only create an issue with summary and description or Intercom admins cannot search for an issue in Jira. Jira Cloud for Intercom removes these and other limitations (we will support more and more fields over time) and provides an overall much better experience. Secondly, Intercom made some unannounced changes to webhooks at end of 2018 that broke the Intercom for Jira Server app. Cloud is currently not affected but might be in the future. That's another reason why it is better to migrate away from the existing solution.

Deprecation notice: Linking conversations via URL in issue description or comment

6 February 2018

As of today, Intercom conversation links have been established by pasting conversation URLs into issue descriptions or comments. While this method is simple it has some severe disadvantages. Firstly, the URLs clutter your issue and can make finding actual issue description or comments a challenge. Secondly, reporting and searching links are rather difficult tasks. For these reasons, we are deprecating conversation links in issue comments/descriptions in favor of a new method to link conversations. We will remove the existing mechanism after February 28, 2018.

With today's release, we introduce a new method to link Intercom conversations that eliminates the described disadvantages and leads the way for new features in the future.

Planned change

Remove detection of Intercom conversation links in issue description and comments after February 28, 2018.

How does this change affect you?

Before February 28, 2018: Existing conversation links will continue to show up normally until the existing mechanism is removed. In the meantime existing links can be migrated to the new format with a single click.

After February 28, 2018: After the removal, conversations linked via URLs in issue description/comments will not show up as linked conversations anymore. However, description and comments remain unchanged. Therefore migration is still possible, but requires you to manually copy links from the description/comments and link them using the new method.

When does this change take effect?

This change is planned to take effect after February 28, 2018.

Please get in touch if you think the removal might be problem for you.

We are adjusting pricing January 1st 2018

22 December 2017

ToolsPlus is adjusting our pricing for Intercom for Jira to more accurately reflect the value users get from the integration and to enable us to continue delivering new features and improvements.

Existing customers and evaluators will continue to benefit from our current price until March 1st 2018. The price change will only affect their payment schedule after March 1st.

Here is the new monthly pricing (USD):

Up to 10 users Flat rate: $10

More than 10 users 1-100 users: $1.25/user 101-250 users: $125 + $0.75/user 251-2000 users: $237.50 + $0.25/user

We have come a long way since our first release in August 2017. Back then, Intercom for Jira started with a simple Intercom contacts display. It has now evolved to offer automatic re-opening of Intercom conversations, creation of issues in Intercom conversations and more! We hope these new features have been valuable to your workflow.

Finally, we would like to take the opportunity to thank you for your trust, support and feedback that has made Intercom for Jira what it is today. We look forward to continuing working with you in the coming year.

Deprecation notice: issue reporter email contact source for Conversation Panel

12 December 2017

In the Conversation Panel settings you are able to choose whether Intercom contacts should be shown based on linked conversations or the issue reporter's email. We believe that Intercom contacts on the Conversation Panel are almost exclusively shown based on linked conversations (which is the default configuration for new installations). To our knowledge there is no use case for rendering contacts based on the issue reporter's email address.

Planned change

Remove issue reporter email as a contact source from Intercom settings.

How does this change affect you?

  • If you are using linked conversations as contact source for your Conversation Panel (this is the default) you won't be affected by this change.

  • If you are using issue reporter's email as contact source the add-on will automatically fallback to linked conversations setting.

When does this change take effect?

This change is planned to be completed by end of December or early January 2018.

Please get in touch if you are using this feature or you think removal of it might be problem for you.

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