Setting up
Last updated
Last updated
Overview
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.
This page will guide you through the installation of Intercom for Jira Cloud (1), a Jira app that provides the Intercom integration in Jira. The app will enable your team to link Intercom conversations to Jira issues, see conversations in the issue view, and provides automation features to simplify your workflow.
Additionally, a free and optional Intercom companion app called Jira Cloud for Intercom (2) allows your Intercom teammates to create, link, and comment on Jira issues directly from Intercom Inbox. This app has to be set up separately. Please refer to the documentation below on how to get started with the companion app.
Log into your Jira instance as an admin. Click Apps (1) in the main navigation menu and select Manage apps (2). Then click Find new apps (3) in the left-side menu.
Use the search box to locate Intercom for Jira (4), then click on the search result (5).
When the app listing loads, click Try for free (1) to start the installation.
Follow the on-screen instructions to complete the installation. Once the app is installed, you can find it under Manage apps (1) and then find Intercom for Jira under User-installed apps (2).
This step is optional but recommended.
While not strictly necessary, 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 access to the app independently of your regular Intercom teammates.
If you are on a new Intercom plan, we highly recommend configuring the app user using an Intercom Light seat. Light seats are free and included in your Intercom plan, so 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".
To get started with Intercom for Jira, connect any of your Jira projects to Intercom.
If you have configured a dedicated app user in the previous step, ensure you are logged into Intercom with that user before proceeding.
If you have followed the onboarding steps at the end of the app installation, you probably already have the Intercom integration settings open. In this case, you can skip this step.
If you do not have the settings open, follow the steps below:
Log in to Jira as an administrator. Click Projects (1) in the main navigation menu and select the project that you would like to connect to Intercom (2). After the project page is loaded, choose Project settings (3) in the left-hand menu.
Scroll down in the left-hand menu to 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 popup 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 project. After that, click Authorize access (2) to complete this step.
You will be redirected back to the Jira project settings page, and you are ready to go! 🎉
Finally, take note of the Intercom workspace (1) and the App user (2) to which the project is now connected.
