Configuring notifications on work item updates

This page explains how to configure work item notifications to associated Intercom conversations.

If you have not disabled notifications, you can fine-tune which messages the app should send to your linked Intercom conversations.

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. This loads the Intercom integration settings page.

Click the Notifications (1) tab. The three sections, Assignee changed, Work item commented, and Work item transitioned (2), allow you to configure notifications.

For all notifications, you can opt to reopen linked Intercom conversations that are closed when the notification is triggered.

Configuring comment filters

In case of work item comment notifications, you can opt to filter comments such that only comments including the hashtag #intercom (case-insensitive) are sent to Intercom. Have a look at Understanding comment filters for more details.

To enable or disable comment filtering, configure the checkbox called Filter comments (1) under the Notifications tab.

Configuring notifications on work item transitions

The default work item transition notification sends work item updates for every transition. Enable or disable the Send notifications (1) toggle depending on whether or not you want linked conversations to receive these notifications.

If you also select the option to Reopen closed conversations, the behavior is often undesired because you want conversations reopened only when a work item is transitioned to a "done" state.

Have a look at Configuring notifications for specific work item transitions for details on how to achieve this behavior.