Managing app features

Intercom for Jira lets you disable features you do not want your users to access. This page explains how to disable features and the effects of doing so.

Disabling notifications

From the Jira home screen, expand the Spaces section (1) in the left-side menu to find the space you would like to connect to Intercom. If your desired space does not show in the recent section, you can find it by clicking View all spaces (2). Click the context menu button ⋯ (3) and select Space settings (4).

In the left-hand menu, find and click on Apps → Intercom integration (1). This loads the Intercom integration settings page.

Click the Notifications (2) tab and disable the Send notifications (3) main toggle button.

Disabling notifications will stop the app from sending Jira work item notifications to associated Intercom conversations.

Disabling the conversation panel

Open the Intercom integration settings for any connected Jira space as described under Disabling notifications.

After that, click the Conversation panel (1) tab and disable the main toggle button called Conversation panel (2).

Disabling the Conversation panel hides linked Intercom conversations from the Jira work item view and prevents Jira users from linking new Intercom conversations.

Enable Jira Service Management support

If your Jira space is a Jira Service Management space, you can allow users with access to the Service Management portal to link or unlink Intercom conversations in the Service Management request view. This feature is disabled by default.

Use with care

We recommend enabling this feature only for internal Service Management spaces. If you enable this feature for a public Service Management space, any portal user can link and see linked Intercom conversations in the request view.

To enable Jira Service Management support, open the Jira space settings and click on Intercom integration (1) in the left-hand menu. Select the Notifications (2) tab and enable the toggle for the option called Allow to link conversations in Jira Service Management request view (3). This option is only available on Jira Service Management spaces.