Searching and reporting
As you link Intercom conversations to Jira work items, it becomes increasingly important to be able to search for and report on those links. Maybe you would like to understand which Jira work items have the most links, so that you can prioritize your work. Or you want to find work items linked to a specific Intercom conversation.
Intercom for Jira provides a Jira Query Language (JQL) integration that allows you to search, filter, and report work items based on linked Intercom conversation IDs or the number of linked Intercom conversations.
Follow the steps in the Jira documentation on how to open advanced search. After that, paste any of the following example queries into the query editor.
Configuring Jira work item fields
Intercom for Jira provides two read-only work item fields that let you view and export linked Intercom conversation data for Jira work items. This is useful if you are planning on exporting work item data from Jira and would like to, for example, fetch related conversation data from Intercom in a downstream system.
The app exposes the following work item fields:
Number of linked Intercom conversations Shows the number of linked Intercom conversations for a Jira work item.
Linked Intercom conversation IDs Shows the linked Intercom conversation IDs as a comma-separated string.
You can choose to render the work item fields either on the work item screen itself or as a column in the work item navigator.
Rendering as a work item field
Adding a work item field lets you see linked conversation data in the work item view and in data exports. Follow the instructions below depending on whether you are configuring the field for a team-managed or a company-managed Jira space.
Follow the instructions on how to add a custom field to your screens. Look for the field called Number of linked Intercom conversations or Linked Intercom conversation ids.
In your team-managed space, go to Space settings and click Fields (1), then click Add field (2). Search for "intercom" in the search box (3) and select the two provided app fields. Finally, click Add 2 fields (4) to add them to your space.
After you have added the fields, you can add them to work types as described in the Atlassian docs. You can find the field called Number of linked Intercom conversations or Linked Intercom conversation ids (1) in the sidebar on the right.
Adding a column to work item navigator
Adding a column to the work item navigator will allow you to see the number of linked conversations or their IDs in search results, exports, and printouts.
Follow the instructions in the Atlassian docs on how to configure the columns of the default work item navigator. When you search for a column, look for Number of linked Intercom conversations or Linked Intercom conversation ids.
Finding work items by Intercom conversation ID
You can find Jira work items linked to one or more Intercom conversation IDs by using the linkedIntercomConversationId field.
Field Properties
Syntax
linkedIntercomConversationId
Field Type
STRING
Auto-complete
Yes
Supported operators
= , != , IS , IS NOT, IN , NOT IN
Examples
Find all Jira work items linked to the Intercom conversation with ID 42
linkedIntercomConversationId = 42Find all Jira work items linked to Intercom conversation with IDs 42, 43, or 44
linkedIntercomConversationId IN (42, 43, 44)Find all Jira work items that have no Intercom conversation links
linkedIntercomConversationId = EMPTYFinding work items by number of linked conversations
This JQL field lets you find Jira work items based on the number of Intercom conversations linked to them.
Field Properties
Syntax
linkedIntercomConversationCount
Field Type
NUMBER
Auto-complete
No
Supported operators
= , != , < , <= , > , >= , IS , IS NOT, IN , NOT IN
Examples
Find all Jira work items with more than 5 Intercom conversation links
linkedIntercomConversationCount > 5Creating more complex queries
You can further refine the query examples shown above by combining them with standard JQL query features.
Examples
List all Jira work items of space ENG ordered by the number of linked Intercom conversations
project = ENG ORDER BY linkedIntercomConversationCount DESCFind all Jira work items of space ENG that are linked to Intercom conversation with id 42
project = ENG AND linkedIntercomConversationId = 42Find all Jira work items of space ENG that are resolved and have linked Intercom conversations
project = ENG AND linkedIntercomConversationId IS NOT EMPTYLast updated