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Configuring notifications on issue updates
This page explains how to configure issue 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, click Projects (1) in the main navigation menu and select the project that you would like to configure (2). After the project page is loaded, choose Project settings (3) in the left-hand menu, then scroll down in the left-hand menu to find and click on Apps -> Intercom integration. This loads the Intercom integration settings page.
Click the Notifications (1) tab. The three sections, Assignee changed, Issue commented, and Issue transitioned (2) allow you to configure notifications.
For all notifications, you can opt to have linked Intercom conversations reopened if they are closed when the notification gets triggered.
In case of issue comment notifications, you can opt to filter comments such that only comments that include 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.
The default issue transitioned notification will send issue updates on every issue 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 to be only reopen if an issue is transitioned to a "done" state.
Have a look at Configuring notifications for specific issue transitions for details on how to achieve this behavior.