FAQ

General

Where can I get help?

Please get in touch using the Intercom messenger on this page, toolsplus.io or shoot us an email at [e-mail]​.

Do you support Jira Data Center/Server?

Yes, for Jira Data Center or Jira Server the Intercom app is part of the Jira integration. Have a look at the Get started guide for Jira Data Center/Server.

What's the difference between Jira Cloud for Intercom and Intercom for Jira?

Jira Cloud for Intercom This is a free-of-charge Intercom app that helps Intercom users interact with Jira issues. It allows them to create new, and link existing Jira issues. Additional features such as commenting and unlinking Jira issues from conversations are available if Intercom for Jira (see below) has been installed.

Intercom for Jira Intercom for Jira is a paid Jira app that allows users to link Intercom conversations to Jira issues and post issue updates back to linked conversations, so Intercom users keep up to date. If an issue gets resolved the app can reopen linked conversations automatically, so Intercom teammates know when it's time to get back to the customer.

App

In the app, I see all my Jira projects. How can I restrict the app to only show some projects?

You can fine-tune and control access to Jira projects (and other Jira resources) by setting up a dedicated Jira user for Jira Cloud for Intercom. After that, you can configure permission for this user in Jira and this way control what's exposed in Intercom. Have a look at the guide on how to restrict the app's access to specific Jira resources.

Why is the issue reporter in Jira not matching the Intercom user that created the issue?

Intercom and Jira are two independent applications. While your employees may have a user account in both applications there is no way for the Intercom app to know which Intercom user matches which Jira user. The issue reporter will always be the user who was logged in to Jira when you first set up the Intercom app (we call this user the app user). If you would like to change the Jira issue reporter for issues created via the app follow these steps on how to change the app user.

Why is my connection to Jira or Intercom broken and how can I fix it?

When the app is first installed it will guide the installer through an Intercom and Jira connection setup whereby the installer authorizes a connection to an Intercom workspace and a Jira instance, respectively. These connections can break for various reasons and unfortunately, in many cases, the app will not be able to tell why exactly it broke.

Here are some of the reasons why a Jira connection may break:

• App user's Atlassian account password has been changed.

• The token (temporary password) associated with the connection expired. These are hard limits introduced by Atlassian in early 2022 for security reasons. The following expiry limits apply:

  • Inactivity expiry if no one uses the app for at least 90 days.

  • Absolute expiry of 1 year from the time the connection has been created/app has been installed.

• Something went wrong when trying to refresh the token (temporary password) associated with the connection.

If you have changed the app user's Atlassian account password, you can fix the connection by changing the password back to the original password. In all other cases, the only remedy is to reinstall the app, either by clicking the reconnect button in the app UI, or by uninstalling and reinstalling the app.

Notes on reinstalling the app

• Uninstalling and reinstalling the app is a completely safe operation. No data will be lost.

• Make sure that you are logged in to Jira with the desired app user before you re-install the app and create the connection to Jira. Please make sure that this is done by your Jira and/or Intercom administrator.

Pricing

How much does Jira Cloud app cost?

Jira Cloud for Intercom is free of charge. However, note that some features are only available if the Intercom for Jira integration has been installed (paid Jira app that facilitates a workflow between Intercom and Jira - see also: What's the difference between Jira Cloud for Intercom and Intercom for Jira?).