App workflow

The app workflow is the core concept of the Intercom and Jira integration. It describes the two-way process implemented in the apps that emerged from research and ongoing customer feedback.

The workflow starts in Intercom. When a customer writes into your Intercom, they may report a bug or request a feature that your support team needs to track. Support agents then create a Jira work item or link to an existing one (1) using the Jira Cloud integration for Intercom. The Intercom integration for Jira will help to link the conversation and work item together. After that, the support agent informs the customer that the issue is being tracked and closes the Intercom conversation.

From here, the Jira teams get to work. They will fix the reported bug or implement the requested feature just as they are used to. While they work, Intercom for Jira will send work item update notifications to linked Intercom conversations and automatically reopen them once the work item reaches a "done" state (2).

By reopening conversations in Intercom, they will pop up on top of the Intercom Inbox, and support agents can get back to the customer and inform them of progress.