Managing Intercom conversation links

This feature is also available in the Intercom Inbox app

This page explains how to create and remove a link to an Intercom conversation from the Jira issue view. If you wish to do these actions directly from Intercom have a look at the docs for the Intercom companion app.

Creating a link

To associate an Intercom conversation with a Jira issue, you have to know the URL to the Intercom conversation that you would like to link.

Open Intercom, select the conversation in your Inbox and copy the URL from your browser's address bar.

Now, create a new Jira issue or open an existing one.

With the issue open, click on the Intercom: Linked conversations (1) context panel in the right-side column of the issue view.

In the context panel, click on the link icon button (1) and then paste the conversation URL (2) into the input field, then click Link (3).

Your conversation is now linked, and you can find a note with the issue reference posted to the Intercom conversation. Refer to documentation on inspecting linked Intercom conversations for details on how to browse conversation details.

Removing a link

On the Jira issue view, click the Intercom: Linked conversations (1) context panel in the right-side column. This will open the panel and show all linked Intercom conversations.

Find the conversation that you would like to unlink, then click the more actions (•••) menu on that conversation and select Unlink (1).

Linking and unlinking in the Jira Service Management request view

If your Jira administrator has enabled conversation linking on the Jira Service Management request view, then JSM users with access to the request portal can link and unlink Intercom conversations on JSM requests they have access to.

In the request view, JSM users can link a conversation by clicking on the link icon button (1), pasting an Intercom conversation URL (2), and then clicking Link (3).

If one or more conversations are associated with a request, the app will render a card for each linked Intercom conversation (4). Users can then open linked conversations in Intercom (5) or unlink (6) using the action menu on the card.