Configuring the app user

Any operation that causes the app to interact with the Intercom API (e.g. adding a comment that is being sent to Intercom or transitioning a work item that adds a notification note to Intercom) will run as what we call the app user. The app user is the Intercom teammate who has/was logged in to Intercom when the Jira space was first connected to Intercom. This guide explains how to change the app user to another Intercom teammate.

Creating a dedicated Intercom teammate for the app

While not strictly necessary, we recommend setting up a dedicated Intercom teammate for the Intercom app. You may call this user Jira app or anything else you like. Benefits of this setup include:

• Notification notes posted to conversations are posted as a generic user (the app user).

• You can fine-tune and control access of the app independently of your regular Intercom teammates.

If you are on a new Intercom plan, we highly recommend configuring the app user using an Intercom Light seat. Light seats are free and included in your Intercom plan, so you won't be charged for any extra seats. You may call the Intercom teammate Jira integration or anything else you like. Please make sure that the Light seat teammate has at least the permission "Can install, configure and delete apps".

Finding configured app user for a space

You can find the currently configured app user for any Jira space by opening the Jira space settings and clicking on Apps → Intercom integration (1) in the left-hand menu. If the Jira space is connected to Intercom, the app user is displayed under App user (2).

Changing the app user

Open Intercom in your browser, click on Profile in the bottom right corner, then click Logout (1).

If you would like to add a dedicated teammate for the app, have a look at the Intercom documentation on adding a new teammate.

Back in Jira, open the space settings and click on Apps → Intercom integration (1) in the left-hand menu. Then, click on the context menu button ⋯ → Revoke connection (2) to revoke the connection to Intercom.

Existing conversation links will remain in place if you connect back to the same Intercom workspace.

Follow the steps on how to connect a Jira space to Intercom. When you are asked to log in to Intercom, log in with the dedicated app user or whichever you want to authorize the connection with.