Setting up

Before you start with the installation, it may be helpful to get a quick overview of what exactly you are installing and how the different components fit together.

Intercom for Jira

Intercom integration for your Jira site

Jira for Intercom

Jira integration for your Intercom workspace

This page will guide you through the installation of Intercom for Jira Cloud, a Jira app that provides the Intercom integration in Jira. The app will enable your team to link Intercom conversations to Jira work items, see conversations in the work item view, and provides automation features to simplify your workflow.

Additionally, a free and optional Intercom companion app called Jira Cloud for Intercom allows your Intercom teammates to create, link, and comment on Jira work items directly from Intercom Inbox. This app has to be set up separately. Please refer to the documentation below for instructions on getting started with the companion app.

Installation

A Jira administrator must perform the installation.

If you are not a Jira administrator, you can still proceed with the steps below to request that your Jira administrator install the app.

Go to the Intercom for Jira Atlassian Marketplace listing and click Try it free (1) in the top right corner.

Select the Atlassian site (1) on which you would like to install the app. Then click Review (2) to proceed.

Complete the installation by clicking Start free trial (1).

The app will now be installed and will be available on your Jira instance in a couple of minutes. Once the app has been installed successfully, proceed with connecting a Jira space to Intercom.

Connecting a Jira space to Intercom

Creating a dedicated Intercom teammate for the app

This step is optional but recommended.

We recommend setting up a dedicated Intercom teammate to create the connection to Intercom (we refer to this as the "app user"). You only have to do this once. 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 app access independently of your regular Intercom teammates.

Using an Intercom Light seat

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

Creating a connection to Intercom

To get started with Intercom for Jira, connect any of your Jira spaces to Intercom.

If you configured a dedicated app user in the previous step, ensure you are logged in to Intercom with that user before proceeding.

Log in to Jira as an administrator or project administrator.

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 Connect (2) to start the authorization flow. If you have a pop-up blocker installed, please allow the pop-up for this operation.

You will be redirected to Intercom to authorize Intercom for Jira to access a specific workspace. If you are not logged in to Intercom, you will first be asked to log in.

Use the dropdown box to select the Intercom workspace (1) that you would like to connect to your Jira space. After that, click Authorize access (2) to complete this step.

You will be redirected back to the Jira space settings page, and you are ready to go! 🎉

Finally, take note of the Intercom workspace (1) and the App user (2) to which the space is now connected.