# 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](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-app-features.md#disabling-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)**.

<figure><img src="/files/37HkDX9YLCMlIlMEmQcb" alt=""><figcaption></figcaption></figure>

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.

<figure><img src="/files/UGiFjyF0zigHo70wjbta" alt=""><figcaption></figcaption></figure>

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](/atlassian-cloud/intercom-for-jira/guides/jira-users/commenting-linked-intercom-conversations.md#understanding-comment-filters) for more details.

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

<figure><img src="/files/gUgCpoBPZWDfUBll2mj3" alt=""><figcaption></figcaption></figure>

## 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.&#x20;

<figure><img src="/files/F8ll93GWAxVl27sN4mwH" alt=""><figcaption></figcaption></figure>

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](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-notifications/configuring-notifications-for-specific-issue-transitions.md) for details on how to achieve this behavior.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.toolsplus.io/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-notifications/configuring-notifications-on-issue-updates.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.