Setting up
Last updated
Last updated
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.
The Intercom for Jira Data Center/Server app consists of two parts:
(1) Jira features that enable your team to link Intercom conversations to Jira issues, see conversations in the issue view, and have automation features to simplify your workflow. For these features, the app makes requests to the Intercom API to fetch data from your connected Intercom workspace.
(2) An Intercom Inbox app that allows you to create, link and comment Jira issues directly from within your . You will set up this app yourself during the process described below.
It is important to note that both of these parts are contained in the Jira app that you install from the Atlassian Marketplace. Your Jira instance will handle requests, with the help of Intercom for Jira, from your Intercom Inbox app.
Use the search box to locate Intercom for Jira (3) and click Install (4).
In this section, you will create and configure your own Intercom app. This will provide you with the required secrets to create a connection from your Jira projects to Intercom. You will have to do this only once.
On the Apps page click New app and use the following settings in the modal dialog:
Setting
Value
App name
Jira (or anything you like really)
Workspace
Intercom workspace that you would like to connect to Jira
(you can add the app to other workspaces later)
App Type
Internal integration
Click Create app to complete this step.
To make sure your Intercom app can communicate with the Jira app please check that you have the correct API version configured. The following table shows which Jira app version goes with which Intercom API version.
Jira app version
Intercom API version
all versions
1.3 (2019-06-05)
To configure the API version go to Basic information (1) in the left-hand menu. Then click Change version (2) which opens a dialog. Select the correct version from the dropdown and click Change version to complete the dialog.
By default, your app will have quite a broad range of permissions. You can either leave those as they are and continue with the next step or configure the minimal set of required permissions.
To configure permissions click Authentication (1) in the left-hand menu. Then click Edit in the top right corner.
Select at least the following permissions and click to finish:
People and conversation data
Workspace data
If you have decided to go for the minimal scopes, or if you have made any changes to the scopes, make sure you regenerate your access token to represent the new scopes. To do this, click on Test & publish > Your workspaces (1) in the left-hand menu and then click Regenerate token (2) for any token with outdated scopes.
The Jira app comes with a built-in Intercom integration. If you would like to use it, follow the steps below to get it set up. If you prefer not to use it or want to configure it later feel free to skip this step.
Still in the Developer Hub, go to Configure > Canvas Kit (1) in the left-hand menu, then click For teammates (2). Select the checkbox Add to conversation details (3) and enter the following webhook URLs (4, 5):
Please make sure that you use the correct Jira base URL
Some Jira instances are configured to run under my-jira-instance.com others include a context path as shown in the example above, my-jira-instance.com/jira.
URL
Value
Initialize flow URL
https://<your-jira-base-url.com/jira>/rest/intercom/latest/app/inbox/initialize
Submit flow URL
https://<your-jira-base-url.com/jira>/rest/intercom/latest/app/inbox/submit
Complete this step by clicking Save.
After you have configured your app, take note of the app's access token and client secret you will need those in the next section to configure the Jira app.
App Secret
Location in Developer Hub
Access token
Configure > Authentication
Client secret
Configure > Basic information
If you do not have the settings open, follow the steps below:
From Intercom copy and paste your Intercom app's access token (1) and client secret (2) to their respective fields, then click Connect (3).
Log into your Jira instance as an admin. Click the admin dropdownand choose Manage apps (1) (Add-ons in older Jira versions). The Find new apps (2) screen loads.
Once Intercom for Jira is installed, go to Manage apps and expand Intercom for Jira. Please take note of your installed app version (1) you will need . After that, click Get started (2). This will guide you through the setup steps.
Go to and click on the menu called Your Apps in the top right corner (if you are not logged in to Intercom you will be redirected to the login page).
We will make sure to highlight in the clearly if you are required to upgrade the Intercom API version for a new Jira app version.
We will make sure to highlight in the clearly if you are required to upgrade permission for a new Jira app version.
Read and list users and companies
Read conversations
Write conversations
Read admins
Read one admin
Read data when entered into the app
To use the built-in Intercom app your Jira instance must be accessible over HTTPS.
.
If you have followed the on-boarding steps at the end of the you will most likely already have the Intercom integration settings open. In this case, you can skip this step.
Log in to Jira as an administrator. Click the admin dropdown(1) and choose Projects, then select the project that you would like to connect to Intercom. Click on Intercom integration (2) in the left-hand menu. This loads the Intercom integration settings page.
We assume you have already created and configured your own Intercom app. If you have not done this yet, follow the .
That's it, you are ready to go!