When the Intercom app is installed it needs to be connected to Jira. This connection consists of two components:
the Jira site that you would like to connect to your Intercom workspace, and
the Jira user used by the Intercom app to read and write information to and from the Jira site - we refer to this as the Intercom app user or simply the app user.
This page describes these two elements of the Jira connection.
Each installation of the Intercom app is connected to a single Jira site. The Jira site is selected during the app installation process and can only be changed by uninstalling and re-installing the app.
Any operation in the Intercom app that involves interaction with Jira (e.g. create an issue or retrieve available Jira projects) will be executed by the app user. The app user is the Jira user that was logged in to Jira when the Intercom app was installed and the connection to Jira was authorized.
While not strictly necessary, we do recommend setting up a dedicated Jira user for the Intercom app. You may call this user Intercom app or anything else you like. Benefits of setting up a dedicated user for the Intercom app include:
Issues created via the Intercom app have a generic user (the app user) as the issue reporter.
You can fine-tune and control access to Jira resources by configuring permissions of the app user (see Restricting app access for more details).