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Configuring notifications on issue updates
This page explains how to configure issue update notifications to associated Intercom conversations. Notifications also have configurable side effects such as reopening the notification target conversation if it is closed or filtering Jira issue comments before they are sent to Intercom.
From your Jira home screen click the admin dropdown
(1) and choose Projects, then select the project that you would like to configure. Click on Intercom integration (2) in the left-hand menu. This loads the Intercom integration settings page.
Click the Conversation Linking (3) tab. In the section Send notification to Intercom conversations when... (4) you can configure notifications.
For all available notifications, you can optionally have linked Intercom conversations reopened if they are closed at the time the notification event occurs.
In case of issue comment notifications, you can optionally have comments filtered such that only the ones that include the hashtag
#intercom(case-insensitive) are being sent to Intercom. Have a look at Understanding comment filters for further details.
The default issue transitioned notification will send issue updates on every issue transition. If you also select the option to reopen closed conversations the behavior is often undesired because you want issues to be only reopened if it is transitioned to a "done" state.