Atlassian Cloud
Atlassian self-hosted
Intercom
Searching and reporting
As you link Intercom conversations to Jira issues it becomes more and more important to be able to search and report on those links. Maybe you would like to understand which Jira issues have the most links such that you can prioritize your work. Or, you want to find issues that are linked to a specific Intercom conversation.
Intercom for Jira provides a Jira Query Language (JQL) integration that allows you to search, filter, and report issues 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 issue fields
Intercom for Jira provides two types of read-only issue fields that allow you to view and export linked Intercom conversation data for Jira issues. This is useful if you are planning on exporting issue data from Jira and would like to, for example, fetch related conversation data from Intercom in a downstream system.
Intercom data is not stored in Jira
The app does not store any Intercom data, other than the linked conversation ids, in Jira. As a result, it is not possible to export or display any other Intercom data via Jira.
The app exposes the following issue fields:
- Number of linked Intercom conversations Shows the number of linked Intercom conversations for a Jira issue.
- Linked Intercom conversation ids Shows the linked Intercom conversation ids as a comma-separated string.
You can choose to render the issue fields either on the issue screen itself or as a column in the issue navigator.
Rendering as an issue field
Adding an issue field allows you to see linked conversation data in the issue view and as a field on data exports. Follow the instructions below depending on whether you are configuring the field for a team-managed or a company-managed Jira project.
Company-managed projects
Team-managed projects
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 project go to Project settings at the bottom of the left-side navigation and click Apps > App Fields (1). Find Intercom for Jira in case you have any other apps installed which provide fields. Enable the toggle (2).
After you have enabled the field, you can add it 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 issue navigator
Adding a column to the issue 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 columns of default issue navigator. When you search for a column look for Number of linked Intercom conversations or Linked Intercom conversation ids.
Finding issues by Intercom conversation id
You can find Jira issues linked to one or more Intercom conversation ids by using the
linkedIntercomConversationId field.Field Properties
Syntax
linkedIntercomConversationIdField Type
STRING
Auto-complete
Yes
Supported operators
= , != , IS , IS NOT, IN , NOT IN
Examples
Find all Jira issues linked to Intercom conversation with id 42
1
linkedIntercomConversationId = 42
Copied!
Find all Jira issues linked to Intercom conversation with id 42, 43 or 44
1
linkedIntercomConversationId IN (42, 43, 44)
Copied!
Find all Jira issues that have no Intercom conversation links
1
linkedIntercomConversationId = EMPTY
Copied!
Finding issues by number of linked conversations
This JQL field allows you to find Jira issues based on the number of Intercom conversations linked to an issue.
Field Properties
Syntax
linkedIntercomConversationCountField Type
NUMBER
Auto-complete
No
Supported operators
= , != , < , <= , > , >= , IS , IS NOT, IN , NOT IN
Examples
Find all Jira issues with more than 5 Intercom conversation links
1
linkedIntercomConversationCount > 5
Copied!
Creating more complex queries
You can further refine the query examples shown above by combining them with standard JQL query features.
Examples
List all Jira issues of project ENG ordered by the number of linked Intercom conversations
1
project = ENG ORDER BY linkedIntercomConversationCount DESC
Copied!
Find all Jira issues of project ENG that are linked to Intercom conversation with id 42
1
project = ENG AND linkedIntercomConversationId = 42
Copied!
Find all Jira issues of project ENG that are resolved and have linked Intercom conversations
1
project = ENG AND linkedIntercomConversationId IS NOT EMPTY
Copied!
Last modified 7mo ago