Forge migration
Action required: Update Intercom for Jira to version 3.0.0 or higher
Intercom for Jira is an Atlassian Marketplace app built by ToolsPlus using the Atlassian Connect app framework. In 2019, Atlassian announced a new app framework and platform called Atlassian Forge. Since its launch, Atlassian has matured the platform to enable existing Connect-based apps to migrate to Forge, and it requires that these apps migrate by the end of 2026, when the Connect framework reaches end of support.
What you need to know
In March 2026, ToolsPlus will roll out a major new version, 3.0.0, of Intercom for Jira to the Atlassian Marketplace, which becomes the supported Atlassian Forge app version going forward.
The app experience remains exactly the same; for app users, there are minor to no visible changes.
Potential impact
The current Intercom for Jira major versions 1.x.x and 2.x.x will stop working starting in November 2026 as we begin removing Connect app support. As long as you upgrade to version 3.0.0 or higher before 30 September 2026, we do not expect any impact.
What you need to do
In the left-hand navigation on your Jira site, open the Apps context menu (⋯) > Manage apps. There will be a message informing you that "App management has moved to Administration". Click Take me there. This opens the Connected apps list for your site.
Find Intercom for Jira in the list. It will have an UPDATE status next to its name.
Click View app details in the actions column.
Select Update in the top-right corner of the app details screen to update the app to the latest version.
Changes in detail
For all app users, this change is invisible. There are minor to no visible changes to the app. The changes are on the platform level, and are as follows:
New app architecture
The Atlassian Connect app consists of an app hosted on ToolsPlus' infrastructure. With the Forge platform, this changes slightly. The existing app now acts as a "remote" to an Atlassian-hosted platform app that has access to Atlassian-hosted infrastructure.
New set of scopes
The Connect app (up to version 2.3.0) requested only two scopes (permissions):
READ
PROJECT_ADMIN
With the new Forge platform, Atlassian broke the broad Connect scopes down into smaller pieces, so starting from version 3.0.0, the app now requires the following set of scopes:
read:jira-work
read:jira-user
write:jira-work
manage:jira-project
manage:jira-configuration
read:app-system-token
storage:app
Apart from the last two scopes (read:app-system-token and storage:app), all the others were previously included in the two broad Connect scopes. While it may look like we expanded the set of scopes in version 3.0.0, the app now gets a narrower, more clearly defined set.
Regarding read:app-system-token and storage:app, these are two new scopes required for the app to function on the Forge platform. The read:app-system-token scope allows the Remote app to communicate with the Forge platform and make Jira API calls. The storage:app scope allows the app to use the Forge platform-provided storage.
New uninstall and reinstall behaviour
Before version 3.0.0, Intercom for Jira could be uninstalled and reinstalled without breaking any existing setup. Starting with version 3.0.0, if an admin uninstalls and then reinstalls Intercom for Jira, the connection to Intercom in Jira spaces must be revoked and reconnected. All other configurations and data, such as conversation links, will remain in place and unaffected by the reinstall.
Minor improvements
When Intercom for Jira forwards Jira work item comments to linked Intercom conversations, it now replicates the comment formatting more accurately in the Intercom notes.
Workflow post functions are now supported in team-managed spaces (projects).
FAQs
Which app version do I currently have installed?
In the left-hand navigation on your Jira site, open the Apps context menu (⋯) > Manage apps. There will be a message informing you that "App management has moved to Administration". Click Take me there. This opens the Connected apps list for your site. Find Intercom for Jira in the list and click View app details to see the currently installed app version.
What happens to my data?
There is no change. The app continues to store the majority of the data it requires to function on Jira itself and the remaining parts on ToolsPlus-hosted storage. This is exactly the same as before. The only difference is that the "remote" app service is now invoked via the Forge platform rather than the Connect platform.
Questions
If you have any questions or concerns about this migration, please contact us via your preferred channel at https://toolsplus.io/support/.
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