Searching and Reporting

With an increasing number of conversation links it becomes more and more important to understand which Jira issues are impacted the most by Intercom conversations. Or, you want to find that issue that you linked to a specific Intercom conversation.

Intercom for Jira provides you two options to get insights into your Intercom conversation links:

  1. A read-only issue field that shows the number of linked Intercom conversations for each issue.

  2. ‚ÄčJira Query Language (JQL) integration that allows you to search and filter issues based on linked Intercom conversation ids or number of linked Intercom conversations.

In the following sections we show you how you can configure Jira to show the number of linked conversations field and how to create different JQL queries to search and report on Intercom conversation links.

Configure number of linked Intercom conversations field

This feature is available in Jira Cloud only

Intercom for Jira provides a read-only issue field that shows the number of linked Intercom conversations for a Jira issue. You can choose to render this number either on the issue screen itself or as a column in the issue navigator.

Render as issue field

Adding the issue field with the number of linked Intercom conversations will allow you to see the field in the issue view and as a field on exports with details. Note that the count is already displayed in the issue glance on the right side of the new issue view. However, in some cases it may still be useful to have the field displayed as a separate issue field.

Follow the Jira Cloud instructions on how to add a custom field to your screens. Look for the field called Number of linked Intercom conversations.

Add column to issue navigator

Adding a column to the issue navigator will allow you to see the number of linked conversations in search results, exports and print outs.

Follow the instructions in the Jira Cloud docs on how to configure columns of default issue navigator. When you search for a column look for Number of linked Intercom conversations.

Find issues by linked Intercom conversation id/s

If you would find Jira issues linked to specific Intercom conversation id/s or create reports you can use JQL to do so. Follow the steps in the Jira documentation on how to open advanced search. After that paste any of the example queries below into the query editor.

Field Properties

Syntax

linkedIntercomConversationId

Field 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

linkedIntercomConversationId = 42

Find all Jira issues linked to Intercom conversation with id 42, 43 or 44

linkedIntercomConversationId IN (42, 43, 44)

Find all Jira issues that have no Intercom conversation links

linkedIntercomConversationId = EMPTY

Find issues by number of conversation links

You can use JQL to search, filter and report on Jira issues based on 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 example queries below into the query editor.

Field Properties

Syntax

linkedIntercomConversationCount

Field 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

linkedIntercomConversationCount > 5

Creating more complex queries

Of course you can further refine all of the above query examples by combining them with standard JQL query features.

Examples

List all Jira issues of project ENG ordered by the number of linked Intercom conversations

project = ENG ORDER BY linkedIntercomConversationCount DESC

Unfortunately, it is not possible at this time to display the actual number of conversation links.

Find all Jira issues of project ENG that are linked to Intercom conversation with id 42

project = ENG AND linkedIntercomConversationId = 42

Find all Jira issues of project ENG that are resolved and have linked Intercom conversations

project = ENG AND linkedIntercomConversationId IS NOT EMPTY