# Overview ## Atlassian Cloud apps
Intercom for JiraCombine the simplicity of Intercom communication with the power of Jira issue management/pages/-LGx8M9bIsgfGIB1n5IE/files/Ax2j1wOnqtXO1UJKHPA6
## Intercom apps
Jira Cloud for IntercomSupercharge your Intercom with this powerful Jira integration/pages/-LRQK1GS5WmaQ57xAxgt/files/6bu85ZQDbjsCRrq879yS
# Intercom for Jira Cloud Combine the simplicity of Intercom communication with the power of Jira work management [Intercom for Jira](https://marketplace.atlassian.com/plugins/io.toolsplus.atlassian.connect.jira.intercom/cloud/overview) allows you to set up a seamless two-way process from chatting with a customer in [Intercom](https://docs.toolsplus.io/atlassian-cloud/www.intercom.com?utm_medium=co-marketing\&utm_campaign=toolsplus) to creating and processing Jira work items and back again. Empower your customer service team to provide excellent communication by linking Intercom conversations to Jira work items. Updates on work items can then flow back to Intercom conversations and trigger reopening of closed Intercom conversations so your team knows instantly when it's time to get back to the customer. Head over to the get started page to be up and running in a few clicks. ![](/files/-LTbEB471Ks5g5ukyxFJ) {% content-ref url="/pages/-MCyvky5Zp0wnMPYDypL" %} [Get started](/atlassian-cloud/intercom-for-jira/get-started) {% endcontent-ref %} ## Do more with the Intercom integration ![](/files/-LTbF4BujP8SeDs7i1oN) Intercom for Jira was designed to work hand in hand with the free **Intercom integration.** This combo allows you to link and unlink Intercom conversations to Jira work items, have updates to Jira work items posted as notes to linked Intercom conversations, and even reopen linked conversations when the Jira work item is closed. :book: **Documentation** {% content-ref url="/pages/-LRQK1GS5WmaQ57xAxgt" %} [Jira Cloud for Intercom](/intercom/jira-cloud-for-intercom) {% endcontent-ref %} **Intercom App Store** {% embed url="" %} # Get started If you are a Jira and Intercom administrator and want to get up and running quickly, head to the [Setting up guide](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/setting-up). This will run you through all the required steps to get going. If you are looking for specific information or want to learn more about how to use the app, we have prepared guides tailored to different user types. {% content-ref url="/pages/-MCyvT8D6-xtnmLLy3NR" %} [Jira administrators](/atlassian-cloud/intercom-for-jira/guides/jira-administrators) {% endcontent-ref %} Jira administrator guides focus on the setup and configuration aspects of the Jira app. {% content-ref url="/pages/-MCyvWx8beTOXjeeI9Pw" %} [Jira users](/atlassian-cloud/intercom-for-jira/guides/jira-users) {% endcontent-ref %} Jira user guides describe how to use the Intercom integration in Jira in day-to-day scenarios. # Guides # Jira administrators # Setting up 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.
Cover image
Intercom for JiraIntercom integration for your Jira site
Jira for IntercomJira integration for your Intercom workspace
This page will guide you through the installation of [**Intercom for Jira Cloud**](https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?hosting=cloud\&tab=overview)**,** a Jira app that provides the Intercom integration in Jira. The app will enable your team to link Intercom conversations to Jira work items, see conversations in the work item view, and provides automation features to simplify your workflow. Additionally, a **free and optional** Intercom companion app called [**Jira Cloud for Intercom**](https://www.intercom.com/app-store/apps/jira-for-intercom-4g7a?utm_medium=co-marketing\&utm_campaign=toolsplus) allows your Intercom teammates to create, link, and comment on Jira work items directly from [Intercom Inbox](https://www.intercom.com/inbox). This app has to be set up separately. Please refer to the documentation below for instructions on [getting started with the companion app](/intercom/jira-cloud-for-intercom/getting-started). ## Installation {% hint style="info" %} A Jira administrator must perform the installation. If you are not a Jira administrator, you can still proceed with the steps below to request that your Jira administrator install the app. {% endhint %} Go to [the Intercom for Jira Atlassian Marketplace listing](https://marketplace.atlassian.com/apps/1217371/intercom-for-jira) and click **Try it free (1)** in the top right corner.
**Select the Atlassian site (1)** on which you would like to install the app. Then click **Review (2)** to proceed.
Complete the installation by clicking **Start free trial (1)**.
The app will now be installed and will be available on your Jira instance in a couple of minutes. Once the app has been installed successfully, proceed with [connecting a Jira space to Intercom](#connecting-a-jira-space-to-intercom). ## Connecting a Jira space to Intercom ### **Creating a dedicated Intercom teammate for the app** {% hint style="info" %} This step is optional but recommended. {% endhint %} We recommend setting up a dedicated Intercom teammate to create the connection to Intercom (we refer to this as the "app user"). You only have to do this once. Benefits of this setup include: * Notification notes posted to conversations are posted as a generic user (the app user). * You can fine-tune and control app access independently of your regular Intercom teammates. #### Using an Intercom Light seat If you are on a new Intercom plan, we highly recommend configuring the app user using [an Intercom Light seat](https://www.intercom.com/help/en/articles/8205716-seats#h_b37e53dd64). Light seats are included in some Intercom plans so that you won't be charged for any extra seats. You may call the Intercom teammate **Jira integration** or anything else you like. Please ensure the [Light seat teammate has at least the permission](https://www.intercom.com/help/en/articles/8205716-seats#h_c1eef430af) **"Can install, configure and delete apps"**. ### Creating a connection to Intercom To get started with Intercom for Jira, connect any of your Jira spaces to Intercom. {% hint style="info" %} If you configured a dedicated app user in the previous step, ensure you are logged in to Intercom with that user before proceeding. {% endhint %} Log in to Jira as an administrator or project administrator. Expand **the Spaces section (1)** in the left-side menu to find the space you would like to connect to Intercom. If your desired space does not show in the recent section, you can find it by clicking **View all spaces (2)**. Click **the context menu button ⋯ (3)** and select **Space settings (4)**.
In the left-hand menu, find and click on **Apps → Intercom integration (1)**. This loads the Intercom integration settings page. Click **Connect (2)** to start the authorization flow. If you have a pop-up blocker installed, please allow the pop-up for this operation.
You will be redirected to Intercom to authorize Intercom for Jira to access a specific workspace. If you are not logged in to Intercom, you will first be asked to log in. Use the **dropdown box to select the Intercom workspace (1)** that you would like to connect to your Jira space. After that, click **Authorize access (2)** to complete this step.
You will be redirected back to the Jira space settings page, and you are ready to go! 🎉 Finally, take note of the **Intercom workspace (1)** and the **App user (2)** to which the space is now connected.
# Managing app features Intercom for Jira lets you disable features you do not want your users to access. This page explains how to disable features and the effects of doing so. ## Disabling notifications From the Jira home screen, expand **the Spaces section (1)** in the left-side menu to find the space you would like to connect to Intercom. If your desired space does not show in the recent section, you can find it by clicking **View all spaces (2)**. Click **the context menu button ⋯ (3)** and select **Space settings (4)**.
In the left-hand menu, find and click on **Apps → Intercom integration (1)**. This loads the Intercom integration settings page. Click the **Notifications (2)** tab and disable the **Send notifications (3)** main toggle button.
Disabling notifications will stop the app from sending Jira work item notifications to associated Intercom conversations. ## Disabling the conversation panel Open the Intercom integration settings for any connected Jira space as described under [Disabling notifications](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-app-features#disabling-notifications). After that, click the **Conversation panel (1)** tab and disable the main toggle button called **Conversation panel (2)**.
Disabling the Conversation panel hides linked Intercom conversations from the Jira work item view and prevents Jira users from linking new Intercom conversations. ## Enable Jira Service Management support If your Jira space is a Jira Service Management space, you can allow users with access to the Service Management portal to [link or unlink Intercom conversations in the Service Management request view](/atlassian-cloud/intercom-for-jira/guides/jira-users/managing-intercom-conversation-links#linking-and-unlinking-in-the-jira-service-management-request-view). This feature is disabled by default. {% hint style="warning" %} **Use with care** We recommend enabling this feature only for **internal** Service Management spaces. If you enable this feature for a public Service Management space, any portal user can link and see linked Intercom conversations in the request view. {% endhint %} To enable Jira Service Management support, open the Jira space settings and click on **Intercom integration (1)** in the left-hand menu. Select the **Notifications (2)** tab and enable the toggle for the option called **Allow to link conversations in Jira Service Management request view (3)**. This option is only available on Jira Service Management spaces.
# Managing notifications # Configuring notifications on work item updates This page explains how to configure work item notifications to associated Intercom conversations. If you have not [disabled notifications](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-app-features#disabling-notifications), you can fine-tune which messages the app should send to your linked Intercom conversations. From the Jira home screen, expand **the Spaces section (1)** in the left-side menu to find the space you would like to connect to Intercom. If your desired space does not show in the recent section, you can find it by clicking **View all spaces (2)**. Click **the context menu button ⋯ (3)** and select **Space settings (4)**.
In the left-hand menu, find and click on **Apps → Intercom integration**. This loads the Intercom integration settings page. Click the **Notifications (1)** tab. The three sections, **Assignee changed, Work item commented, and Work item transitioned (2)**, allow you to configure notifications.
For all notifications, you can opt to reopen linked Intercom conversations that are closed when the notification is triggered. ## Configuring comment filters In case of work item comment notifications, you can opt to filter comments such that only comments including the hashtag `#intercom` (case-insensitive) are sent to Intercom. Have a look at [Understanding comment filters](/atlassian-cloud/intercom-for-jira/guides/jira-users/commenting-linked-intercom-conversations#understanding-comment-filters) for more details. To enable or disable comment filtering, configure the checkbox called **Filter comments (1)** under the Notifications tab.
## Configuring notifications on work item transitions The default work item transition notification sends work item updates **for every transition**. Enable or disable the **Send notifications (1)** toggle depending on whether or not you want linked conversations to receive these notifications.
If you also select the option to Reopen closed conversations, the behavior is often undesired because you want conversations reopened only when a work item is transitioned to a "done" state. Have a look at [Configuring notifications for specific work item transitions](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-notifications/configuring-notifications-for-specific-issue-transitions) for details on how to achieve this behavior. # Configuring notifications for specific work item transitions The default work item transitioned notification sends work item updates on every transition. If you also choose to reopen closed conversations, the behavior is often undesired because you want work items reopened only when they are transitioned to a "done" state. You can achieve this behavior by installing a **workflow post function** in your Jira space workflow. This page walks you through the steps to configure such a post function. {% hint style="info" %} **Feature not available for team-managed spaces if the app version is before 3.0.0** Note that if your installed Intercom for Jira app version is earlier than 3.0.0, workflow post functions are not available in team-managed spaces. Please [update the app to version 3.0.0 or later](/atlassian-cloud/intercom-for-jira/forge-migration#what-you-need-to-do). {% endhint %} ## Adding a Workflow Post Function From the Jira home screen, expand **the Spaces section (1)** in the left-side menu to find the space you would like to connect to Intercom. If your desired space does not show in the recent section, you can find it by clicking **View all spaces (2)**. Click **the context menu button ⋯ (3)** and select **Space settings (4)**.
{% tabs %} {% tab title="Company-managed space" %} Click **Workflows (1)** in the left-hand menu and then click **Edit workflow (2)** in the Actions column. This opens the workflow editor.
Click on the **transition arrow (1)** for which you would like to notify linked Intercom conversations, then click the **Add rule button (2)** to add a new rule to the selected transition.
In the Add rule modal, click **Intercom for Jira (1)** under the Marketplace rules section. Select **Notify Intercom conversations (2)** and click **Select (3)**.
Before the post function is added, you are presented with the post function configuration screen. On this screen, you can **choose to have linked conversations reopened (1)** when the post function runs. Finish the post function configuration screen by clicking **Add (2)**.
The post function is now installed in your **selected workflow transition (1)**. Before you finish, remember to click **Update workflow (2)** at the top-right of the page.
{% endtab %} {% tab title="Team-managed space" %} Click **Work types (1)** in the left-hand menu and **select a work type.** Then, click **Edit workflow (2)** in the top right corner. This opens the workflow editor.
Click on the **transition arrow (1)** for which you would like to notify linked Intercom conversations, then click the **Add rule button (2)** to add a new rule to the selected transition.
In the Add rule modal, click **Intercom for Jira (1)** under the Marketplace rules section. Select **Notify Intercom conversations (2)** and click **Select (3)**.
Before the post function is added, you are presented with the post function configuration screen. On this screen, you can **choose to have linked conversations reopened (1)** when the post function runs. Finish the post function configuration screen by clicking **Add (2)**.
The post function is now installed in your **selected workflow transition (1)**. Before you finish, remember to click **Update workflow (2)** at the top-right of the page.
{% endtab %} {% endtabs %} ## Troubleshooting If your Workflow Post Function is not working, please ensure that 1. The Jira space is connected to Intercom 2. [Conversation linking is enabled](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-app-features#disabling-notifications) in the configuration # Managing visible Intercom data fields If you have not [disabled the conversation panel](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-app-features#disabling-the-conversation-panel), you can further configure the data fields shown on the Intercom conversation cards in the Jira work item view. From the Jira home screen, expand **the Spaces section (1)** in the left-side menu to find the space you would like to connect to Intercom. If your desired space does not show in the recent section, you can find it by clicking **View all spaces (2)**. Click **the context menu button ⋯ (3)** and select **Space settings (4)**.
In the left-hand menu, find and click on **Apps → Intercom integration**. This loads the Intercom integration settings page. Click the **Conversation panel (1)** tab. Locate the section called **Visible fields (2),** where you can configure what data is shown on conversation cards for different Intercom entities.
To configure fields, select the Intercom **entity that you would like to configure (1)**. After that, you can **rearrange the fields (2)** in any order you want using drag-and-drop. To make a field visible, **select it from the dropdown (3)** and click **Add Field**. If you wish to hide a field, click **the trash bin icon (4)** to remove it from the list.
If you would like to revert to the default field configuration, click **Reset to default (5)**.[
](https://docs.toolsplus.io/intercom-for-jira-server/guides/jira-administrators/manage-notifications/configuring-notifications-for-specific-issue-transitions) # Managing the Intercom app configuration This page explains the configuration options for the [free-of-charge Intercom companion app](/intercom/jira-cloud-for-intercom). Note that configuration options are specific to each Jira space and are designed to ease work item creation for Intercom teammates. If you do not have [the Intercom app installed in your Intercom workspace](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/setting-up), changing these settings will not have any effect. From the Jira home screen, expand **the Spaces section (1)** in the left-side menu to find the space you would like to connect to Intercom. If your desired space does not show in the recent section, you can find it by clicking **View all spaces (2)**. Click **the context menu button ⋯ (3)** and select **Space settings (4)**.
In the left-hand menu, find and click on **Apps → Intercom integration**. This loads the Intercom integration settings page. Click the **Intercom integration (1)** tab to configure the Intercom app settings for this Jira space.
## Setting a default work type To set a default work type, open the Intercom integration settings as described at the top of this page. Find the **Default work type** section in the list of configuration options and select the default work type that should be chosen by the app when an Intercom teammate creates a new Jira work item. The app will skip the work type selection step for this particular Jira space. The Intercom teammate can still change the work type on the create work item form if needed. # Configuring the app user Any operation that causes the app to interact with the Intercom API (e.g. adding a comment that is being sent to Intercom or transitioning a work item that adds a notification note to Intercom) will run as what we call the **app user**. The app user is the Intercom teammate who has/was logged in to Intercom [when the Jira space was first connected to Intercom](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/setting-up#connecting-a-jira-space-to-intercom). This guide explains how to change the app user to another Intercom teammate. {% hint style="success" %} **Creating a dedicated Intercom teammate for the app** While not strictly necessary, we recommend setting up a dedicated Intercom teammate for the Intercom app. You may call this user **Jira app** or anything else you like. Benefits of this setup include: * Notification notes posted to conversations are posted as a generic user (the app user). * You can fine-tune and control access of the app independently of your regular Intercom teammates. If you are on a new Intercom plan, we highly recommend configuring the app user using [an Intercom Light seat](https://www.intercom.com/help/en/articles/8205716-seats#h_b37e53dd64). Light seats are free and included in your Intercom plan, so you won't be charged for any extra seats. You may call the Intercom teammate **Jira integration** or anything else you like. Please make sure that the [Light seat teammate has at least the permission](https://www.intercom.com/help/en/articles/8205716-seats#h_c1eef430af) **"Can install, configure and delete apps"**. {% endhint %} ## Finding configured app user for a space You can find the currently configured app user for any Jira space by opening the Jira space settings and clicking on **Apps → Intercom integration (1)** in the left-hand menu. If the Jira space is connected to Intercom, the app user is displayed under **App user (2)**.
## Changing the app user Open Intercom in your browser, click on Profile in the bottom right corner, then click **Logout (1)**.
If you would like to add a dedicated teammate for the app, have a look at the [Intercom documentation on adding a new teammate](https://docs.intercom.com/faqs-and-troubleshooting/your-team-inbox/how-do-i-add-or-delete-a-teammate). Back in Jira, open the space settings and click on **Apps → Intercom integration (1)** in the left-hand menu. Then, click on the **context menu button ⋯ →** **Revoke connection (2)** to revoke the connection to Intercom. Existing conversation links will remain in place if you connect back to the same Intercom workspace.
Follow the [steps on how to connect a Jira space to Intercom](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/setting-up#connecting-a-jira-space-to-intercom). When you are asked to log in to Intercom, log in with the dedicated app user or whichever you want to authorize the connection with. # Revoking Intercom connection From the Jira home screen, expand **the Spaces section (1)** in the left-side menu to find the space you would like to connect to Intercom. If your desired space does not show in the recent section, you can find it by clicking **View all spaces (2)**. Click **the context menu button ⋯ (3)** and select **Space settings (4)**.
In the left-hand menu, find and click on **Apps → Intercom integration (1)**. This loads the Intercom integration settings page. Click the **context menu button ⋯ →** **Revoke connection (2)** to revoke the existing connection to Intercom.
Revoking the connection to Intercom will not delete your Intercom conversation links or remove your space configuration (i.e., visible fields or notification settings). If you ever decide to reconnect your Jira space, the configuration will be just as it was. However, existing linked conversations will only show data if you are connecting back to the same Intercom workspace. # Reconnecting broken Intercom connection Intercom connections can break for different reasons. For example, if the connected app user changes their Intercom account password, the connection authorization token gets revoked, or if the app user gets removed from the connected Intercom workspace. All previous actions will render the app's Intercom connection unusable, and it must be reconnected to ensure the app is working as expected. This page explains how to reconnect a broken connection. From the Jira home screen, expand **the Spaces section (1)** in the left-side menu to find the space you would like to connect to Intercom. If your desired space does not show in the recent section, you can find it by clicking **View all spaces (2)**. Click **the context menu button ⋯ (3)** and select **Space settings (4)**.
In the left-hand menu, find and click on **Apps → Intercom integration**. This loads the Intercom integration settings page. If the connection is broken, **the connection indicator (1)** will be rendered in yellow and highlight the issue with a warning message. Click **Reconnect (2)** to reconnect the space to Intercom again. Refer to the [documentation on connecting a Jira space to Intercom](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/setting-up#connecting-a-jira-space-to-intercom) for further details on the connection steps.
# Automating conversation linking Intercom for Jira provides [Jira automation actions](https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/) that let you link and unlink Intercom conversations to or from Jira work items. This opens up opportunities for automated or semi-automated workflows across Intercom and Jira. {% hint style="info" %} **This feature requires Intercom for Jira 3.x.x or later** Refer to the [migration guide for upgrading to Intercom for Jira 3.x.x or higher](/atlassian-cloud/intercom-for-jira/forge-migration). {% endhint %} The following guide focuses on configuring the app-provided actions with a setup example. Please refer to [the Jira Cloud automation documentation](https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/) for general details on working with Jira automation. To get started, as a Jira space administrator, open the **space settings → Automation (1)** (also works for global automation flows). Create a new flow by clicking **Create flow → Create from scratch (2)**.
Start by adding [**an Incoming webhook trigger**](https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Incoming-webhook) **(1)** and connect it to a **Link Intercom connection action (2)**. Note the **Work item criteria** in the Incoming webhook configuration options. This selection determines [the work items in context](#which-jira-work-item-does-the-action-link-to-unlink-from) and, as a result, which work items will be linked to the configured conversation ID.
Once you add the action, you will be prompted to connect Jira automation to the Intercom for Jira app. Click **Connect (1)** to proceed. The message is unfortunately a bit cryptic. For further details, please refer to [the Atlassian documentation about connections in automation](https://support.atlassian.com/cloud-automation/docs/what-are-connections-in-automation/).
Once connected, enter the Intercom conversation ID you would like to link in **the Conversation ID field (1)**, then click **Next (2)** to complete the action configuration, followed by **Save and enable (3)** to activate the flow.
In this example, we are using the smart value `{{webhookData.conversationId}}` to read the conversation ID from the [Incoming webhook payload](https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Incoming-webhook). That this is not a requirement. It is completely up to you how you would like to provide the conversation ID to the action input. This is just one example of how you can use the link or unlink Jira automation action to create or delete Intercom conversation links. Please feel free to experiment to find your ideal setup. #### Which Jira work item does the action link to/unlink from? The action links or unlinks the conversation from the current Jira work item in context. In the example above, the Incoming webhook trigger configuration allows the caller to define the work item (s) in context using the **Work item criteria**. Possible criteria are `issue` a request parameter for a single work item, a list of work item keys or IDs as `issues` property in the webhook body, or via predefined JQL. The link/unlink action following the webhook trigger applies to each Jira work item in context. If there are no work items in context, the action will typically fail with the error *"Work item key is required."* in the audit log. ## Using action output When a link/unlink action completes successfully, it returns results that you can use in the automation flow that follows it. The results are available under the following smart values, depending on which action was executed: * [`createdIntercomLink`](/atlassian-cloud/intercom-for-jira/reference/jira-automation#output) following a link action * [`deletedIntercomLink`](/atlassian-cloud/intercom-for-jira/reference/jira-automation#output-1) following an unlink action You could use the result data to simply create **an audit log entry via a smart value (1)**, or anything else required by your use case. Refer to the **smart value selector in the Jira automation flow builder (2)** or the [Jira automation action reference documentation](/atlassian-cloud/intercom-for-jira/reference/jira-automation#actions) for a list of all available properties.
# Jira users # Managing Intercom conversation links {% hint style="info" %} **This feature is also available in the Intercom Inbox app** This page explains how to create and remove a link to an Intercom conversation from the Jira work item view. If you wish to do these actions directly from Intercom, have a look at the [docs for the Intercom companion app](/intercom/jira-cloud-for-intercom/guides/intercom-teammates/linking-existing-jira-issues). {% endhint %} ## Creating a link To associate an Intercom conversation with a Jira work item, you have to know the URL to the Intercom conversation that you would like to link. Open Intercom, select the conversation in your Inbox, and copy the URL from your browser's address bar.
Then, create a new Jira work item or open an existing one. With the work item open, click on the **Intercom: Linked conversations (1)** context panel in the right-side column of the work item view.
In the context panel, click on the **link icon button (1)** and then **paste the conversation URL (2)** into the input field, then click **Link (3)**.
Your conversation is now linked, and you can find a note with the work item reference posted to the Intercom conversation. Refer to the [documentation on inspecting linked Intercom conversations](/atlassian-cloud/intercom-for-jira/guides/jira-users/inspecting-linked-intercom-conversations) for details on browsing conversation details. ## Removing a link On the Jira work item view, click the **Intercom: Linked conversations (1)** context panel in the right-side column. This will open the panel and show all linked Intercom conversations.
Find the conversation that you would like to unlink, then click the **context menu button ⋯** on that conversation and select **Unlink (1)**.
## Linking and unlinking in the Jira Service Management request view If your [Jira administrator has enabled conversation linking on the Jira Service Management request view](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-app-features#enable-jira-service-management-support), then JSM users with access to the request portal can link and unlink Intercom conversations on JSM requests they have access to. In the request view, JSM users can link a conversation by clicking on the **link icon button (1),** **pasting an Intercom conversation URL (2)**, and then clicking **Link (3)**. If one or more conversations are associated with a request, the app will render a **card for each linked Intercom conversation (4)**. Users can then **open linked conversations in Intercom (5)** or **unlink (6)** using the action menu on the card. ![](/files/zs7LTfgVXpvpGrernKLf) # Inspecting linked Intercom conversations With Intercom conversations linked to your Jira work item, you can find out more about the conversation and its associated customer or company. This section explains those features. When you first open the work item view, there is a context panel in the right-hand column titled **Intercom: Linked conversations (1)**. All linked Intercom conversations are dynamically loaded when you click on this context panel.
Once the context panel has loaded, you can link new conversations using the [**link icon button (1)**](/atlassian-cloud/intercom-for-jira/guides/jira-users/managing-intercom-conversation-links#creating-a-link) or **browse all linked conversations (2)** if the feature is enabled. If you have more than one linked conversation, you can use the **conversation filter (3)** to find linked conversations by their ID.
The app also displays an expandable card for each linked conversation, indicating the **name of the contact if available (1)**, **conversation actions (2),** and a button to open the card and **view additional conversation and contact details (3)**.
The extended conversation view shows additional **contact details (4)**. {% hint style="info" %} **Configuring visible customer and company details** A Jira administrator [can configure the visible customer and company details](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-visible-intercom-data-fields) in the Jira space settings. {% endhint %} # Commenting linked Intercom conversations As a Jira user, you can comment on linked Intercom conversations without having to leave Jira or require access to Intercom. A Jira comment is added **to all linked conversations** as an Intercom note and is visible to Intercom teammates. {% hint style="info" %} **This feature can be disabled or configured** This feature is enabled by default but may have been disabled by a Jira administrator. Before you start, please check with your Jira administrator if this feature is enabled and if comment filters are active. {% endhint %} ## Commenting linked conversations Click the **Comments (1)** button to add a Jira comment. **Enter the message (2)** that you would like to send to linked conversations. If [comment filters are enabled](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-notifications/configuring-notifications-on-issue-updates#configuring-comment-filters), include **#intercom (3)** anywhere in your comment.
## Understanding comment filters When comment filters are enabled, only Jira work item comments that include the hashtag `#intercom` (case-insensitive) are being sent to linked Intercom conversations. The hashtag can be added anywhere in your comment. Comment filters allow you to forward Jira work item comments to linked Intercom conversations selectively. They also avoid polluting linked Intercom conversations with every added Jira work item comment. # Searching and reporting As you link Intercom conversations to Jira work items, it becomes increasingly important to be able to search for and report on those links. Maybe you would like to understand which Jira work items have the most links, so that you can prioritize your work. Or you want to find work items linked to a specific Intercom conversation. Intercom for Jira provides a [Jira Query Language (JQL)](https://support.atlassian.com/jira-software-cloud/docs/what-is-advanced-searching-in-jira-cloud/) integration that allows you to search, filter, and report work items based on linked Intercom conversation IDs or the number of linked Intercom conversations. Follow the steps in the Jira documentation on [how to open advanced search](https://support.atlassian.com/jira-software-cloud/docs/what-is-advanced-searching-in-jira-cloud/#Advancedsearching-QueryAdvancedsearching). After that, paste any of the following example queries into the query editor. ## Configuring Jira work item fields Intercom for Jira provides two read-only work item fields that let you view and export linked Intercom conversation data for Jira work items. This is useful if you are planning on exporting work item data from Jira and would like to, for example, fetch related conversation data from Intercom in a downstream system. {% hint style="info" %} **Intercom data is not stored in Jira**\ The app does not store any Intercom data in Jira, other than the linked conversation IDs. As a result, it is not possible to export or display any other Intercom data via Jira. {% endhint %} The app exposes the following work item fields: * **Number of linked Intercom conversations**\ Shows the number of linked Intercom conversations for a Jira work item. * **Linked Intercom conversation IDs**\ Shows the linked Intercom conversation IDs as a comma-separated string. You can choose to render the work item fields either on the work item screen itself or as a column in the work item navigator. ### Rendering as a work item field Adding a work item field lets you see linked conversation data in the work item view and in data exports. Follow the instructions below depending on whether you are configuring the field for a team-managed or a company-managed Jira space. {% tabs %} {% tab title="Company-managed spaces" %} Follow the [instructions on how to add a custom field to your screens](https://confluence.atlassian.com/adminjiracloud/add-a-custom-field-to-a-screen-991923749.html). Look for the field called **Number of linked Intercom conversations** or **Linked Intercom conversation ids**. {% endtab %} {% tab title="Team-managed spaces" %} In your team-managed space, go to **Space settings** and click **Fields (1)**, then click **Add field (2)**. Search for "intercom" in **the search box (3)** and select the two provided app fields. Finally, click **Add 2 fields (4)** to add them to your space.
After you have added the fields, you can [add them to work types as described in the Atlassian docs](https://support.atlassian.com/jira-software-cloud/docs/customize-an-issues-fields-in-next-gen-projects/). You can find the field called **Number of linked Intercom conversations or Linked Intercom conversation ids (1)** in the sidebar on the right.
{% endtab %} {% endtabs %} ### **Adding a column to work item navigator** Adding a column to the work item navigator will allow you to see the number of linked conversations or their IDs in search results, exports, and printouts.
Follow the instructions in the [Atlassian docs on how to configure the columns of the default work item navigator](https://confluence.atlassian.com/adminjiracloud/configuring-the-default-issue-navigator-776636253.html). When you search for a column, look for **Number of linked Intercom conversations** or **Linked Intercom conversation ids**. ## Finding work items by Intercom conversation ID You can find Jira work items linked to one or more Intercom conversation IDs by using the `linkedIntercomConversationId` field. ### Field Properties | Syntax | `linkedIntercomConversationId` | | ------------------- | --------------------------------- | | Field Type | STRING | | Auto-complete | Yes | | Supported operators | = , != , IS , IS NOT, IN , NOT IN | ### Examples **Find all Jira work items linked to the Intercom conversation with ID 42** ``` linkedIntercomConversationId = 42 ``` **Find all Jira work items linked to Intercom conversation with IDs 42, 43, or 44** ``` linkedIntercomConversationId IN (42, 43, 44) ``` **Find all Jira work items that have no Intercom conversation links** ``` linkedIntercomConversationId = EMPTY ``` ## Finding work items by number of linked conversations This JQL field lets you find Jira work items based on the number of Intercom conversations linked to them. ### Field Properties | Syntax | `linkedIntercomConversationCount` | | ------------------- | --------------------------------------------------- | | Field Type | NUMBER | | Auto-complete | No | | Supported operators | = , != , < , <= , > , >= , IS , IS NOT, IN , NOT IN | ### Examples **Find all Jira work items with more than 5 Intercom conversation links** ``` linkedIntercomConversationCount > 5 ``` ## Creating more complex queries You can further refine the query examples shown above by combining them with standard JQL query features. ### Examples **List all Jira work items of space ENG ordered by the number of linked Intercom conversations** ``` project = ENG ORDER BY linkedIntercomConversationCount DESC ``` **Find all Jira work items of space ENG that are linked to Intercom conversation with id 42** ``` project = ENG AND linkedIntercomConversationId = 42 ``` **Find all Jira work items of space ENG that are resolved and have linked Intercom conversations** ``` project = ENG AND linkedIntercomConversationId IS NOT EMPTY ``` # Reference # Jira Automation This reference lists all the available components the app provides for Jira automation. ## Actions ### Link Intercom conversation #### Input
FieldTypeDescription
conversationIdstring
[required]		Intercom conversation ID to link
issueIdOrKeystring
[required]		ID or key of the Jira work item to link to. This input is hidden in the UI and will be resolved by the automation from {{issue.key}}.
#### Output **Output context**: `createdIntercomLink`
FieldTypeDescription
conversationIdstring
[non-null]		Linked Intercom conversation ID
linkCountinteger
[non-null]		Number of Intercom conversations linked to the work item after the action.
changedboolean
[non-null]		Whether the work item links changed
### Unlink Intercom conversation #### Input
FieldTypeDescription
conversationIdstring
[required]		Intercom conversation ID to link
issueIdOrKeystring
[required]		ID or key of the Jira work item to link to. This input is hidden in the UI and will be resolved by the automation from {{issue.key}}.
#### Output **Output context**: `deletedIntercomLink`
FieldTypeDescription
conversationIdstring
[non-null]		Linked Intercom conversation ID
linkCountinteger
[non-null]		Number of Intercom conversations linked to the work item after the action.
changedboolean
[non-null]		Whether the work item links changed
# Concepts To use Intercom for Jira effectively, it is good to understand some of the concepts and components on which it is built. This section provides an overview of the key terms and concepts. # App workflow The app workflow is the core concept of the Intercom and Jira integration. It describes the two-way process implemented in the apps that emerged from research and ongoing customer feedback. ![](/files/-MDJMr0mpI1Fw6U-mfiM) The workflow starts in Intercom. When a customer writes into your Intercom, they may report a bug or request a feature that your support team needs to track. Support agents then **create a Jira work item or link to an existing one (1)** using the [Jira Cloud integration for Intercom](/intercom/jira-cloud-for-intercom). [The Intercom integration for Jira](/atlassian-cloud/intercom-for-jira) will help to link the conversation and work item together. After that, the support agent informs the customer that the issue is being tracked and closes the Intercom conversation. From here, the Jira teams get to work. They will fix the reported bug or implement the requested feature just as they are used to. While they work, Intercom for Jira will **send work item update notifications to linked Intercom conversations and automatically reopen them once the work item reaches a "done" state (2)**. By reopening conversations in Intercom, they will pop up on top of the Intercom Inbox, and support agents can get back to the customer and inform them of progress. # Forge migration {% hint style="warning" %} **Action required: Update Intercom for Jira to version 5.0.0 or higher** {% endhint %} {% hint style="info" %} **Due to a deployment glitch on 31 July 2026, version 4 of the app was accidentally introduced. This mistake was corrected by releasing version 5, which is identical to version 3.** If you are migrating from version 2 (pre-Forge), please upgrade to version 5, which is equivalent to version 3. {% endhint %} Intercom for Jira is an Atlassian Marketplace app built by ToolsPlus using the Atlassian Connect app framework. In 2019, Atlassian announced a new app framework and platform called [Atlassian Forge](https://developer.atlassian.com/platform/forge/). Since its launch, Atlassian has matured the platform to enable existing Connect-based apps to migrate to Forge, and it requires that these apps migrate by the end of 2026, when the Connect framework reaches end of support. ## What you need to know In March 2026, ToolsPlus rolled out a major new version, 3.0.0, of Intercom for Jira to the Atlassian Marketplace, which became the supported Atlassian Forge app version going forward. **The app experience remains exactly the same**; for app users, there are minor to no visible changes. ### **Potential impact** The current Intercom for Jira major versions 1.x.x and 2.x.x will stop working starting in November 2026 as we begin removing Connect app support. **As long as you upgrade to version 3.0.0/5.0.0 or higher before 30 September 2026, we do not expect any impact.** ## What you need to do 1. In the left-hand navigation on your Jira site, open the **Apps context menu (⋯) > Manage apps**. There will be a message informing you that "App management has moved to Administration". Click **Take me there**. This opens the **Connected apps** list for your site. 2. Find **Intercom for Jira** in the list. It will have an **UPDATE** status next to its name. 3. Click **View app details** in the actions column. 4. Select **Update** in the top-right corner of the app details screen to update the app to the latest version. ## Changes in detail For all app users, this change is invisible. There are minor to no visible changes to the app. The changes are on the platform level, and are as follows: ### New app architecture The Atlassian Connect app consists of an app hosted on ToolsPlus' infrastructure. With the Forge platform, this changes slightly. The existing app now acts as a "remote" to an Atlassian-hosted platform app that has access to Atlassian-hosted infrastructure.

Intercom for Jira on the Atlassian Connect app framework vs. Forge app platform

### New set of scopes The Connect app (up to version 2.3.0) requested [only two scopes](https://developer.atlassian.com/cloud/jira/software/scopes-for-connect-apps/#scopes-for-atlassian-connect-apps) (permissions): * READ * PROJECT\_ADMIN With the new Forge platform, Atlassian broke the broad Connect scopes down into smaller pieces, so starting from version 3.0.0/5.0.0, the app now requires the following [set of scopes](https://developer.atlassian.com/platform/forge/manifest-reference/scopes-forge/): * read:jira-work * read:jira-user * write:jira-work * manage:jira-project * manage:jira-configuration * read:app-system-token * storage:app Apart from the last two scopes (*read:app-system-token* and *storage:app*), all the others were previously included in the two broad Connect scopes. While it may look like we expanded the set of scopes in version 3.0.0/5.0.0, **the app now gets a narrower, more clearly defined set.** Regarding *read:app-system-token* and *storage:app*, these are two new scopes required for the app to function on the Forge platform. The *read:app-system-token* scope allows the Remote app to communicate with the Forge platform and make Jira API calls. The *storage:app* scope allows the app to use the Forge platform-provided storage. ### New uninstall and reinstall behaviour Before version 3.0.0, Intercom for Jira could be uninstalled and reinstalled without breaking any existing setup. Starting with version 3.0.0, if an admin uninstalls and then reinstalls Intercom for Jira, the connection to Intercom in Jira spaces [must be revoked](https://docs.toolsplus.io/atlassian-cloud/intercom-for-jira/guides/jira-administrators/revoking-intercom-connection) and [reconnected](https://docs.toolsplus.io/atlassian-cloud/intercom-for-jira/guides/jira-administrators/setting-up#connecting-a-jira-space-to-intercom). All other configurations and data, such as conversation links, will remain in place and unaffected by the reinstall. ### Minor improvements * When Intercom for Jira forwards Jira work item comments to linked Intercom conversations, it now replicates the comment formatting more accurately in the Intercom notes. * Workflow post functions are now supported in team-managed spaces (projects). ## FAQs #### Which app version do I currently have installed? In the left-hand navigation on your Jira site, open the **Apps context menu (⋯) > Manage apps**. There will be a message informing you that "App management has moved to Administration". Click **Take me there**. This opens the **Connected apps** list for your site. Find Intercom for Jira in the list and click **View app details** to see the currently installed app version. #### What happens to my data? There is no change. The app continues to store the majority of the data it requires to function on Jira itself and the remaining parts on ToolsPlus-hosted storage. This is exactly the same as before. The only difference is that the "remote" app service is now invoked via the Forge platform rather than the Connect platform. ## Questions If you have any questions or concerns about this migration, please contact us via your preferred channel at . # Announcements ## Deprecation notice: Conversation actions in Jira Cloud and Jira Server **22 January 2019** With the [release of Jira Cloud of Intercom](https://medium.com/toolsplus/introducing-jira-cloud-for-intercom-935092511218) we are discontinuing the conversation action feature in Intercom for Jira by end of March 2019. The Jira app itself continues to work as it is today, it's just that we are moving the conversation action feature to a separate Intercom companion app. **Jira Cloud customers**\ We kindly ask all Jira Cloud customers to install [the new Intercom companion app](/intercom/jira-cloud-for-intercom) that provides the same features as conversation actions but with significant usability improvements. The Intercom app is completely free of charge, so you won't have to pay anything more than what you already pay today. For a smooth transition, you can easily use the Intercom app and conversation actions in parallel until you completely migrated. **Jira Server customers**\ Due to unannounced changes in the Intercom API conversation actions are not functional for new Intercom for Jira customers since December 2018 ([incident details and status](https://status.toolsplus.io/incidents/11lkzqt0bbns)). We are working on a major overhaul of the Jira Server integrations that will replace conversation actions with a self-hosted Intercom app that essentially provides the same feature and functionality as [Jira Cloud for Intercom](/intercom/jira-cloud-for-intercom). **Why this change?**\ There were a couple of reasons that lead to this change. Firstly, the existing conversation actions feature has some limitations, e.g. you can only create a work item with summary and description or Intercom admins cannot search for a work item in Jira. [Jira Cloud for Intercom](/intercom/jira-cloud-for-intercom) removes these and other limitations (we will support more and more fields over time) and provides an overall much better experience. Secondly, Intercom made some [unannounced changes to webhooks at end of 2018 that broke the Intercom for Jira Server app](https://status.toolsplus.io/incidents/11lkzqt0bbns). Cloud is currently not affected but might be in the future. That's another reason why it is better to migrate away from the existing solution. ## Deprecation notice: Linking conversations via URL in work item description or comment **6 February 2018** As of today, Intercom conversation links have been established by pasting conversation URLs into work item descriptions or comments. While this method is simple it has some severe disadvantages. Firstly, the URLs clutter your work item and can make finding actual work item description or comments a challenge. Secondly, reporting and searching links are rather difficult tasks. For these reasons, we are deprecating conversation links in work item comments/descriptions in favor of a new method to link conversations. We will remove the existing mechanism after February 28, 2018. With today's release, we introduce a [new method to link Intercom conversations](broken://pages/-LGUZHI2hdStZSdQPuoc#link-intercom-conversation-to-jira-issue) that eliminates the described disadvantages and leads the way for new features in the future. #### Planned change Remove detection of Intercom conversation links in work item description and comments after February 28, 2018. #### How does this change affect you? **Before February 28, 2018:** Existing conversation links will continue to show up normally until the existing mechanism is removed. In the meantime existing links can be migrated to the new format with a single click. **After February 28, 2018:** After the removal, conversations linked via URLs in work item description/comments will not show up as linked conversations anymore. However, description and comments remain unchanged. Therefore migration is still possible, but requires you to manually copy links from the description/comments and [link them using the new method](broken://pages/-LGUZHI2hdStZSdQPuoc#link-intercom-conversation-to-jira-issue). #### When does this change take effect? This change is planned to take effect after February 28, 2018. Please get in touch if you think the removal might be problem for you. ## We are adjusting pricing January 1st 2018 **22 December 2017** ToolsPlus is adjusting our pricing for Intercom for Jira to more accurately reflect the value users get from the integration and to enable us to continue delivering new features and improvements. Existing customers and evaluators will continue to benefit from our current price until March 1st 2018. The price change will only affect their payment schedule after March 1st. Here is the new monthly pricing (USD): **Up to 10 users**\ Flat rate: $10 **More than 10 users**\ 1-100 users: $1.25/user\ 101-250 users: $125 + $0.75/user\ 251-2000 users: $237.50 + $0.25/user We have come a long way since our first release in August 2017. Back then, Intercom for Jira started with a simple Intercom contacts display. It has now evolved to offer automatic re-opening of Intercom conversations, creation of work items in Intercom conversations and more! We hope these new features have been valuable to your workflow. Finally, we would like to take the opportunity to thank you for your trust, support and feedback that has made Intercom for Jira what it is today. We look forward to continuing working with you in the coming year. ## Deprecation notice: *work item reporter email* contact source for Conversation Panel **12 December 2017** In the Conversation Panel settings you are able to choose whether Intercom contacts should be shown based on linked conversations or the work item reporter's email. We believe that Intercom contacts on the Conversation Panel are almost exclusively shown based on linked conversations (which is the default configuration for new installations). To our knowledge there is no use case for rendering contacts based on the work item reporter's email address. #### Planned change Remove *work item reporter email* as a contact source from Intercom settings. #### How does this change affect you? * If you are using *linked conversations* as contact source for your Conversation Panel (this is the default) you won't be affected by this change. * If you are using *work item reporter's email* as contact source the add-on will automatically fallback to linked conversations setting. #### When does this change take effect? This change is planned to be completed by end of December or early January 2018. Please get in touch if you are using this feature or you think removal of it might be problem for you. # FAQ Common questions around Intercom for Jira ## General ### Where can I get help? Please get in touch using the Intercom messenger on this page, [toolsplus.io](https://toolsplus.io/), or shoot us an email at ## Conversation Panel ### How can see browser and OS information? The app receives browser and OS information from Intercom as a combined **User agent** field. Simply search for the user agent field in Intercom for Jira when you [configure visible fields](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-visible-intercom-data-fields) to show browser and OS details in the conversation panel.\ ## Compatibility ### Does the Intercom for Jira work with Jira Service Management? Intercom for Jira is compatible with Jira Service Management. However, compatibility may depend on your use case. Intercom for Jira has [some features](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-app-features#enable-jira-service-management-support) for internal processes and internal service portals. ### Does the Intercom for Jira work with Jira Product Discovery? No, Jira Product Discovery does not support Atlassian Marketplace apps, so Intercom for Jira does not work with it. ## Pricing ### How much does Intercom for Jira cost? Please have a look at the [pricing tab on the Intercom for Jira Marketplace listing](https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?hosting=cloud\&tab=pricing) to get a rough idea.\ Intercom for Jira is priced based on the number of active users in your Jira instance (Atlassian pricing model). It does not matter how many users/leads or teammates you have in Intercom or how many conversation links you create. # Travis CI integration for Jira See Travis CI's build notifications in real-time in your Jira issues 🔌 **Connect Travis CI with your work in Jira Software and spend less time jumping between your Jira issues and Travis CI.** Simply add the provided configuration snippet to your .travis.yaml and start using [Smart Commit ](https://confluence.atlassian.com/fisheye/using-smart-commits-960155400.html)syntax to link your commits/branches to Jira issues. 🤝 Works hand in hand with the [GitHub for Jira app](https://marketplace.atlassian.com/apps/1219592/github-for-jira?hosting=cloud\&tab=overview). 😎 **Release with confidence.** With the addition of Travis CI build information in Jira, any user can get visibility into your delivery pipeline. The Jira issue screen provides build status information at a glance. In addition, the Release Hub in Jira shows the build status of Jira issues in a release. This helps delivery teams identify potential issues and gives the team the confidence to release earlier and more often. Head over to the getting started guide to get going. ![](/files/-LTbEB471Ks5g5ukyxFJ) {% content-ref url="/pages/-LZ3F7ICntQzE0MKZMwf" %} [Getting Started](/atlassian-cloud/travis-for-jira/getting-started) {% endcontent-ref %} # Getting Started ## 1. Installation Log into your Jira instance as an admin. The click **Jira Settings > Apps > Find new apps**. The Find new apps screen loads. Use the search box to locate **Travis for Jira** and click **Free trial** to get started. ## 2. Configure Travis CI to report build information After successful installation, edit your `.travis.yaml` file/s to make Travis CI report your build information to your Jira instance. From your Jira home page go **Jira Settings > Apps** and then select **Configure** under the Travis for Jira section. ![](/files/-LZ3i7A8dNfKxB2ftLYq) Copy the snippet and paste it in your `.travis.yaml` file. You can use the same snippet for all your GitHub repositories that you would like to send Travis CI build information to Jira. ## 3. Associate builds to Jira issues Once you have updated your `.travis.yaml` start using [smart commits](https://confluence.atlassian.com/fisheye/using-smart-commits-960155400.html) in your Git commit messages or include the Jira issue in the Git branch names to associate a Travis CI build with a Jira issue. {% hint style="info" %} If you are using **GitHub for Jira app** you are required to wrap the issue key in angular brackets in your commit message, e.g. `[TFJ-1] A commit message`. Travis for Jira does not impose this requirement but we are perfectly fine do wrap your issue keys. {% endhint %} When Travis CI tells the app about a new build it will try to extract one or more issues keys from the branch name or commit message and associate the build with those issues. :tada: That's it, get productive and start releasing with confidence :sunglasses: # FAQ ## General ![](/files/-LTbDJiweUWIeUXnkRWP) ### Where can I get help? Please get in touch using the Intercom messenger on this page, [toolsplus.io](https://toolsplus.io/) or shoot us an email at ​. ### Do you support Jira Server? Currently, Travis for Jira only supports Jira Cloud instances because there is no comparable feature in Jira Software Server. If the developer panel becomes available in Jira Software Server we will consider adding support for Jira Server as well. ## App ### How do we see Travis CI deployment information in Jira? Currently, we do not send Travis CI deployment information to Jira. However, it's surely something we would like to do. The main reason that this feature is currently lacking are some open questions around the mapping between the Travis CI's and Jira's concept of deployment. ## Pricing ![](/files/-LTbDoGaKrTxD-IKef57) ### How much does Travis for Jira cost? Please have a look at the [pricing tab on the Intercom for Jira Marketplace listing](https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?hosting=cloud\&tab=pricing) to get a rough idea.\ Travis for Jira follows the Atlassian Marketplace pricing model which is priced based on the number of active users in your Jira instance. Make sure you deactivate Jira users that are not in use to make sure you don't pay for them. # Jira Cloud for Intercom Supercharge your Intercom with this powerful Jira integration Jira Cloud for Intercom is a free Intercom app that lets you create and link Jira work items from your Intercom Inbox. Together with the paid [Jira companion app](https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?hosting=cloud\&tab=overview), you can unlock additional features, such as commenting and unlinking work items. Head over to the get started guide to get up and running. ![](/files/-LTbEB471Ks5g5ukyxFJ) {% content-ref url="/pages/-LT\_TsyN6YH2X-FaTOQR" %} [Get started](/intercom/jira-cloud-for-intercom/getting-started) {% endcontent-ref %} #### **Find the app in the Intercom app store** {% embed url="" %} ## Do more with the Jira integration ![](/files/-LTbF4BujP8SeDs7i1oN) Jira Cloud for Intercom works even better together with the **Jira integration.** This combo allows you to link and unlink Intercom conversations to Jira work items, have updates to Jira work items posted as notes to linked Intercom conversations, and even reopen linked conversations when the Jira work item is closed. :book: **Documentation** {% content-ref url="/pages/-LGx8M9bIsgfGIB1n5IE" %} [Intercom for Jira Cloud](/atlassian-cloud/intercom-for-jira) {% endcontent-ref %} **Atlassian Marketplace** {% embed url="" %} # Get started ## Quick start If you are an **Intercom administrator** and want to get up and running quickly, go to the [Setting up guide](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/setting-up). This will walk you through all the required steps to get going. If you are an **Intercom teammate,** start by [adding the app to your Inbox](/intercom/jira-cloud-for-intercom/guides/intercom-teammates/adding-the-app-to-inbox). ## User guides If you are looking for specific information or want to learn more about using the app, we have prepared guides for different users. {% content-ref url="/pages/-M8IrsdtRh5E0S9Fff8s" %} [Intercom administrator](/intercom/jira-cloud-for-intercom/guides/intercom-administrator) {% endcontent-ref %} Intercom administrator guides focus on the setup and configuration aspects of the Intercom app. The steps described in these guides are typically only available to Intercom teammates with admin rights. {% content-ref url="/pages/-M8IrnwlBRuWpyFPJTK0" %} [Intercom teammates](/intercom/jira-cloud-for-intercom/guides/intercom-teammates) {% endcontent-ref %} Intercom teammate guides explain how to leverage the Intercom Inbox app. The steps described are available to all Intercom teammates. If there are any questions left unanswered by the user guides, have a look at the frequently asked questions. {% content-ref url="/pages/-LT\_lO18MlitR7yyqLpO" %} [FAQ](/intercom/jira-cloud-for-intercom/faq) {% endcontent-ref %} # Guides # Intercom administrator # Setting up ## Installation During the following installation process, you will be prompted to connect to your Jira instance. Part of this connection is the Jira user (we refer to this user as [the app user](/intercom/jira-cloud-for-intercom/concepts/jira-connection#app-user)) on whose behalf the Intercom app will create Jira work items or retrieve data from the Jira site.\ We recommend creating a dedicated Jira user for this app, as it will allow you to create work items from Intercom as a generic Jira user or to [control app permissions](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/restricting-app-access) independently of any of your existing Jira users. This step is entirely optional. If you prefer to get started immediately, feel free to [skip ahead to installing the Intercom app](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/setting-up#creating-an-app-user-optional) from the app store (the currently logged-in Jira user will become the app user). You can [change the app user](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/changing-the-intercom-app-user) at any time in the future. ### Creating an app user (optional) To create a dedicated Jira user, please ask your Jira administrator to make one for you or refer to [Atlassian's documentation](https://support.atlassian.com/jira-cloud-administration/docs/create-edit-and-delete-users/) for more details. You may call this user *Intercom app* or anything else you like. After that, open Jira in your browser and click your **avatar in the top right corner (1)**, then click **Logout (2)**.
Log back into Jira with the newly created app user, then proceed with the app installation as described below. ### Installing the Intercom app Go to the Intercom app store by clicking on the link below. {% embed url="" %} Use the **search box (1)** to find the Jira Cloud app.
Click on the app listing and then click **Install**. If you are not logged in to Intercom, click on **Sign in to install (1)** instead.
Once you start the installation, you will be asked to grant our app server permission to "talk" to your Intercom workspace. {% hint style="info" %} **In which Intercom workspace would you like to install the app?** If you have multiple Intercom workspaces, you can change the Intercom workspace in which the app will be installed. Select it from the dropdown in the title where it says: **Jira Cloud** wants to access **\ (1)**. {% endhint %} ![](/files/-M8IvdiJkr1K4R9kasc2) Click **Authorize access (2)** to continue. Now, you will be redirected to an Atlassian page where we ask for your permission to allow our app server to "talk" to your [Jira Cloud site](/intercom/jira-cloud-for-intercom/concepts/jira-connection#jira-site). ![](/files/-M8IwB6mwDGvtfy6OdBL) Select the Jira site that you want to connect to the Intercom workspace from the **Authorize for dropdown (1)** field and then continue by clicking **Accept (2)**.\ \ :tada: You will be redirected to the app store in your Intercom, and you are ready to go! As the next step, add the Intercom app to your Inbox and let your teammates know they can do the same. {% content-ref url="/pages/-M8JD2bp66PKTVnE69HV" %} [Adding the app to Inbox](/intercom/jira-cloud-for-intercom/guides/intercom-teammates/adding-the-app-to-inbox) {% endcontent-ref %} # Managing fields on the create work item form When you [create a new Jira work item from Intercom](/intercom/jira-cloud-for-intercom/guides/intercom-teammates/creating-new-jira-issues), the app tries to render the same Jira work item fields as when you create a new work item in Jira. If you would like to add or remove fields to or from the create work item form, you have to configure your **Screens** in Jira. This page will walk you through this process. {% hint style="info" %} **Jira administrator rights required** Instructions on this page require you to have Jira administrator permissions. If you are not a Jira administrator yourself, please get in touch with your Jira administrator to run through these steps. {% endhint %} From the Jira home screen, click the **cog icon in the top right corner(1),** and then **select Work items (2)**.
After that, select **Screens (1)** in the left-hand menu and use the **search field (2)** to find the screen that you would like to configure. Jira typically comes with one to two screens per space/work type, however, your setup may vary based on your configuration. Once you have found the right screen for the space and work type (the default screen may apply), click **the context menu button ⋯ → Configure (3)** in the actions column to edit the screen.
Add fields that you would like to show up in the Intercom app using the **select box (1)** at the bottom of the page. Remove fields that you do not want to show up by hovering over the respective row and clicking **Remove (2)**. For more details on how to configure screens in Jira, have a look at the [documentation on how to define and configure Screens](https://confluence.atlassian.com/adminjiracloud/defining-a-screen-776636475.html). Note that the field order may not be the same in Intercom (see section on [caveats](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/managing-fields-on-the-create-issue-form#caveats) below).
## Caveats The configuration steps described on this page have a few caveats. Please read through this section carefully to understand them. **Changing Jira screen configuration:** This may be obvious, but please be aware that changing the Jira screen configuration and adding or removing fields not only affects the create work item form in the Intercom app but also your views in Jira (e.g. the create work item dialog in Jira). **Not all fields can be rendered by the Intercom app:** Note that there are Jira fields that cannot be rendered by the Intercom app, even if they are configured on the screen. Most of the time, the reason for this is the lack of user interface elements in the Intercom app framework.\ Examples of not renderable fields include: work item reporter, assignee, or labels. **Field order not respected:** Due to Jira API limitations, it is currently not possible to render the Jira fields in the same order as defined on the screen. Unfortunately, fields appear in an undefined order in the Intercom app. # Inspecting app information When the Intercom app was first installed, you were prompted to set up a [connection to your Jira instance](/intercom/jira-cloud-for-intercom/concepts/jira-connection). This connection consists of an app user and the Jira site (instance). Unfortunately, once the app is installed, you cannot easily identify these properties. This page explains how you can retrieve this information and additional features of the app info screen. Start by clicking on the **App info (1)** button on the app's home screen.
On the app info screen, you can easily identify which [**Jira site**](/intercom/jira-cloud-for-intercom/concepts/jira-connection#jira-site) **(1)** the app is connected to and which Jira user is acting as the [**app user**](/intercom/jira-cloud-for-intercom/concepts/jira-connection#app-user) **(2)**.
## Resetting the app configuration The following steps explain how to reset the app configuration for this Intercom app. Note that this configuration lives in your Jira instance, not in Intercom, and may have been generated by [Intercom for Jira](https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?hosting=cloud\&tab=overview) (the companion app to this app) if you have used it before. If you have never configured app settings in Jira, this operation will not do anything and is harmless. {% hint style="warning" %} In most cases, you will not have to reset the app configuration. Please reset the app configuration only if you have been asked to do so or you know what you are doing. Typically, you would want to reset the app configuration if you have been using Intercom for Jira and configured some default settings you would like to clear. {% endhint %} Start by opening the app info screen as described at the beginning of this page. After that, click **Reset app configuration (1)** on the app info screen.
The app will now display an information screen explaining that it requires additional permissions. To delete the app configuration, the Intercom app needs the **Manage space settings** permission, which it does not request during a typical app installation. Please take note of the **currently connected Jira site URL (1)**. You will be asked to select it from a dropdown field in the next step. Click **Start authorization (2)** to start the authorization process.
You are now redirected to the Atlassian authorization screen. Notice the additional **Manage space settings (1)** permission. All other permissions were already granted previously when you first installed the app. Select the currently connected Jira site from the **Authorize for (2)** dropdown field as indicated in the previous step. If you forgot to take note, switch back to your Intercom browser tab - the information should still be visible there. Click **Accept (3)** to continue.
On successful authorization, you will be redirected to Intercom. You will now likely have two Intercom tabs open. Feel free to close one of them and refresh the browser page in the other. If the Intercom app asks you which Jira site you would like to connect to, please select the same Jira site as used in the previous steps. Restart the app configuration reset process by clicking **App info → Reset app configuration**. This time, the app will prompt you to confirm resetting the app configuration. If you are sure that you would like to reset the app configuration, **type Reset (1)** in the input field and **click Reset (2)**.
If the reset process is successful, you will see a confirmation screen. Click **Done** to complete the process.
The Intercom app configuration has now been removed from your Jira instance. If you wish to remove the **Manage space settings** permission granted during this process, feel free to [uninstall](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/uninstalling-the-app) and then[ reinstall the Intercom app](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/setting-up#installation). On reinstallation, the app will not ask for the Manage space settings permission. Note that this is a completely safe operation. You will not lose any data or links in the process. # Managing the Intercom app configuration If you find work item creation in Intercom slow or cumbersome because your Intercom teammates keep selecting and typing the same values over and over, the Intercom app configuration may be what you have been looking for. Using the Intercom for Jira companion app, your Jira administrator can set default work item values to make work item creation easier and faster for Intercom teammates. {% hint style="info" %} **Requires Intercom for Jira** Note that the Intercom app configuration features require [the paid Intercom for Jira app](https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?hosting=cloud\&tab=overview) to be installed in your Jira instance. Have a look at [the installation documentation](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/setting-up) if you would like to give it a try - the first 30 days are completely free-of-charge. {% endhint %} If you are already using Intercom for Jira or just installed it, have a look at the documentation on [managing the Intercom app configuration for your Jira spaces](/atlassian-cloud/intercom-for-jira/guides/jira-administrators/managing-the-intercom-app-configuration). # Changing the Intercom app user Any operation in the Intercom app that involves interaction with Jira (e.g. create a work item or retrieve available Jira spaces) will run as what we call the **Intercom app user**. The Intercom app user is the Jira user who was logged in to Jira [when the Intercom app was installed](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/setting-up) and the connection to Jira was authorized. This guide explains how you can change the Intercom app user to another Jira user. {% hint style="success" %} **Create a dedicated Jira user for the Intercom app** While not strictly necessary, we highly 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: * Work items created via the Intercom app have a generic user (the app user) as the work item reporter. * You can fine-tune and control access to Jira resources by configuring the app user's permissions (see [Restricting app access](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/restricting-app-access) for more details). {% endhint %} Open Jira in your browser and click on your **avatar in the top right corner (1)**, then click **Logout (2)**.
After that, follow the steps to uninstall the Intercom app. {% hint style="info" %} **No data will be lost when uninstalling and reinstalling the app** Intercom may show a warning during the uninstall procedure that data associated with the app will be lost. Note that this is not the case for our app. If you had any links or comments made with the app before, they will all still be available after you reinstall the app. {% endhint %} {% content-ref url="/pages/-M8JJ4fkEfhduZINSD8-" %} [Uninstalling the app](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/uninstalling-the-app) {% endcontent-ref %} Reinstall the app by following the steps in the setup guide. Note that this time Jira will ask you to log in before you can authorize the connection to Jira. Log in with the Jira user that you would like to become the new Intercom app user. {% content-ref url="/pages/-M8IsKh94zEsxJhlIX49" %} [Setting up](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/setting-up) {% endcontent-ref %} # Restricting app access This page describes how you can restrict Intercom app access and limit the visibility of Jira resources. Please note that we cannot give a detailed step-by-step guide because permission configuration in Jira is highly dependent on your individual setup. {% hint style="info" %} **Jira company-managed spaces only**\ \ Note that this is currently only available for [company-managed](https://support.atlassian.com/jira-software-cloud/docs/what-are-team-managed-and-company-managed-projects/) (formerly classic) Jira spaces. Team-managed spaces (formerly next-gen) have a simplified permission scheme that presently does not allow you to control permissions at a granular level. {% endhint %} Any operation in the Intercom app that involves interaction with Jira (e.g., create a work item or retrieve available Jira spaces) will run as the user who was logged into Jira when the Intercom app was installed. This means that calls made by the Intercom app to Jira, e.g., fetching available Jira spaces, will return all the Jira spaces visible to that particular user. {% hint style="info" %} **Setting up a dedicated Jira user for the Intercom app** We highly recommend setting up a dedicated Jira user for the Intercom app if you would like to restrict app access. {% endhint %} If you would like to restrict access, proceed as follows: 1. Create a Jira user, e.g. called **Intercom app,** specifically for the Intercom app. 2. Restrict access and permission for the newly created Jira users to the resources that you would like to expose in the Intercom app 3. Follow the steps on [Changing the Intercom app user](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/changing-the-intercom-app-user) and make sure to log in to Jira with the user that you have just created. Any request made by the Intercom app to Jira will now run in the context of the Intercom app user and respect its Jira user permissions. # Uninstalling the app To uninstall Jira Cloud for Intercom, go to the app store by clicking on the **settings icon (1)** in the bottom-left of the navigation bar. After that, click **Integration → App Store (2)** and find **Jira Cloud (3).**
Click on the **Jira Cloud app** modal, select **Uninstall (1)**.
Please let us know in the uninstall dialog why you are uninstalling the app. # Intercom teammates # Adding the app to Inbox After your Intercom administrator has [installed the Intercom Inbox app](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/setting-up#installation) in your Intercom workspace, you can add the Jira Cloud app to your Inbox. {% hint style="info" %} **Teammate-specific configuration** Note that adding the Jira Cloud app to your Intercom Inbox will not automatically add it to your teammates' Inboxes. Each Intercom teammate will have to add the app themselves. {% endhint %} From your Intercom Inbox, click **Edit apps (1)** at the bottom of the Inbox sidebar.
Find **Jira Cloud (1)** in the list of apps and then click **the pin icon (2)** to add the app to your Inbox sidebar.
The **Jira Cloud app (1)** is now ready for use.
# Creating new Jira work items Creating a new Jira work item from Intercom is a three-step process: Select the Jira space, select the work type, and finally enter the work item details. This page explains these steps in detail. Start by clicking **Create new work item (1)** to kick off the process.
In the first step, you have to choose the Jira space for your new work item. You can either **search for a space by text or space key (1)**, or directly **select a space from the list (2)**.
Next, **select the work type (1)** for the new work item or click **Change space (2)** if you want to create the work item in a different space.
In the final step, **fill in the work item fields (1)** and click **Create (2)** to trigger work item creation.
{% hint style="info" %} **Supported work item fields** The app [supports a subset of work item fields](#supported-fields) in the create work item form. If your workflow requires a specific field that's currently not supported, please let us know. {% endhint %} Once the work item is created, the app will display a message confirming the successful completion of the process. Click **Done** to return to the app home screen. The new work item now shows up under **linked work items (1)** for the selected conversation. The app has also added an **internal note (2)** to the conversation to record the creation event. {% hint style="info" %} **Paid features** Note that the linked work items (1) only show up in the sidebar if you have the [Jira companion app](https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?hosting=cloud\&tab=overview) installed and licensed. {% endhint %}
### Supported fields Jira Cloud for Intercom supports a subset of Jira work item fields on the create work item screen. #### Standard fields * **Summary** * **Description** * **Environment** * **Components**: shown as a single-select dropdown * **Priority** * **Affects versions**: shown as a single-select dropdown * **Fix versions**: shown as a single-select dropdown * **Due date** #### Custom field types * **Single-line text** * **Multi-line text** * **URL** * **Number** * **Date** * **Date and time** * **Version picker, single value** * **Version picker, multiple values**: shown as a single-select dropdown * **Select list, single choice** * **Select list, multiple choices**: shown as a single-select dropdown * **Checkboxes**: shown as a single-select dropdown * **Radio buttons**: shown as a single-select dropdown * **Incident severity** * **Epic label** Some fields are part of the create flow, but are not shown as regular editable form fields: * **Project** * **Work type** * **Reporter**: not editable, will correspond to [the configured app user](/intercom/jira-cloud-for-intercom/concepts/jira-connection#app-user) ### Not supported fields The following fields and field categories are currently not supported on the create work item screen: * **Assignee** * **User picker fields** * **Labels** * **Custom Labels fields** * **Attachments** * **Read-only fields** In addition to the fields listed above, if a field does not appear on the create work item screen in Intercom, it is probably not supported. ### Caveats #### Not all fields on the Jira create screen can be shown in Intercom Even if a field appears on the Jira create screen, it may still not be available in Intercom. This is especially relevant for user-based fields, labels, and attachments since the Intercom app framework lacks support for dynamic fields. #### Required unsupported fields may cause work item creation to fail If your Jira create screen includes a required field that Jira Cloud for Intercom cannot show, the app will display a warning. In this case, work item creation may fail until that field is removed from the Jira create screen or made optional. #### Some fields that support multiple values in Jira are limited to a single selection Some Jira fields support multiple values but are displayed as a single dropdown option in the Intercom UI because the Intercom app framework lacks support for multi-select fields. This includes fields such as Components, Affects versions, Fix versions, Version picker (multiple values), Select list (multiple choices), and Checkboxes. #### Select fields with too many options may prevent the form from loading If a select-type field includes a very large number of options, the create work item form may fail to display in Intercom. This most commonly can affect fields such as select lists, multi-select lists, version pickers, and other dropdown-based fields. If this happens, reduce the number of available options on the Jira field or [remove that field from the Jira create screen used in Intercom](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/managing-fields-on-the-create-issue-form). #### Field order may not match Jira Due to a Jira API limitation, Jira Cloud for Intercom cannot fetch the create-screen fields in the same order as they are configured in Jira. The app will always render the Summary and Description fields first, but apart from that, the field order is undefined. # Linking existing Jira work items Find the Jira app in the right-side panel and click **Link existing work item (1)** to get started.
The app shows a selection of the five most recently used work items. If you do not see the work item you are looking for, use the **work item search (1)** to find the work item. You can search by work item key (e.g., ENG-25) or by text directly. If you require additional search options, you can also search by JQL using the `jql:` prefix. {% hint style="info" %} **Available search options** * **By work item key:** type the work item key into the search box.\ Example: **ENG-25** * **By text:** type free-form text into the search box.\ Example: **As a user, I want to link a conversation** * **By JQL:** type `jql:` followed by your JQL query into the search box.\ Example: **jql: issuetype = bug** {% endhint %} When you have found the work item that you would like to link, **click on it to link (2)**.
A confirmation message will indicate that the link has been established successfully. Click **Done** to return to the app home screen, where you can now see the **linked Jira work items (1)** and **an internal note (2)** to record the event. {% hint style="info" %} **Paid features** Note that the linked Jira work items (1) only show up in the sidebar if you have the [Jira companion app](https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?hosting=cloud\&tab=overview) installed and licensed. {% endhint %}
# Managing linked Jira work items {% hint style="info" %} **Paid features** Note that the features described on this page and the linked Jira work items sidebar are only available if you have the [Jira companion app](https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?hosting=cloud\&tab=overview) licensed and installed. {% endhint %} To interact with any of the linked Jira work items, **click on the work item (1)**.
This will open the **work item actions menu (1)**. From here, you can **open the work item directly in Jira**, **unlink it** from the conversation, or **add a comment** to the linked Jira work item. You can return to the app home screen by clicking the **Back button (2)**.
# Concepts # Jira connection After installing the Intercom app, it must 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. ## Jira site 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](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/uninstalling-the-app) and [re-installing the app](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/setting-up#installation). ## App user Any operation in the Intercom app that involves interaction with Jira (e.g., create a work item or retrieve available Jira spaces) will be executed by the **app user**. The app user is the Jira user who was logged in to Jira [when the Intercom app was installed](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/setting-up) 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: * Work items created via the Intercom app have a generic user (the app user) as the work item reporter. * You can fine-tune and control access to Jira resources by configuring permissions of the app user (see [Restricting app access](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/restricting-app-access) for more details). You can find the currently configured app user in your app by following the guide on [inspecting app information](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/inspecting-app-information). If you would like to change the Intercom app user, follow the steps on [Changing the Intercom app user](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/changing-the-intercom-app-user). # FAQ ## General ### Where can I get help? Please get in touch via the Intercom messenger on this page, [toolsplus.io](https://toolsplus.io/), or shoot us an email at ​. ### Do you support Jira Data Center/Server? As of November 2023, we no longer offer Jira Data Center or Jira Server versions of the Intercom app. ### 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 work items. It allows them to create new Jira work items and link existing ones. Additional features, such as commenting and unlinking Jira work items from conversations, are available when Intercom for Jira (see below) is installed and licensed. **Intercom for Jira**\ Intercom for Jira is **a paid Jira app** that lets users link Intercom conversations to Jira work items and post work item updates back to linked conversations, so Intercom users keep up to date. If a work item 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 spaces. How can I restrict the app to only show some spaces? You can fine-tune and control access to Jira spaces (and other Jira resources) by setting up a dedicated Jira user for Jira Cloud for Intercom. After that, you can configure permissions for this user in Jira to control what's exposed in Intercom. Have a look at the guide on [restricting the app's access to specific Jira resources](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/restricting-app-access). ### Why is the work item reporter in Jira not matching the Intercom user who created the work item? 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 work item 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](/intercom/jira-cloud-for-intercom/concepts/jira-connection#app-user)). If you would like to change the Jira work item reporter for work items created via the app, follow these [steps to change the app user](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/changing-the-intercom-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](/intercom/jira-cloud-for-intercom/concepts/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](/intercom/jira-cloud-for-intercom/concepts/jira-connection#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](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/uninstalling-the-app) and [reinstalling the app](/intercom/jira-cloud-for-intercom/guides/intercom-administrator/setting-up). {% hint style="info" %} **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](/intercom/jira-cloud-for-intercom/concepts/jira-connection#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. {% endhint %} ## 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](https://marketplace.atlassian.com/apps/1217371/intercom-for-jira?hosting=cloud\&tab=overview) 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?](/intercom/jira-cloud-for-intercom/faq#whats-the-difference-between-jira-cloud-for-intercom-and-intercom-for-jira)). # Privacy & Terms ## Privacy Policy Refer to the privacy policy for our services that explains what information we collect and why, how we use it, and how to review and update it. {% content-ref url="/pages/-LTaBdCwtv0Fc21pJ-Ds" %} [Privacy Policy](/legal/privacy-policy) {% endcontent-ref %} ## Terms of Service Have a look at the rules you agree to when using our services. {% content-ref url="/pages/-LTeXbC2lNOxMjdhD7u3" %} [End User License Agreement](/legal/end-user-license-agreement) {% endcontent-ref %} # Our privacy program At ToolsPlus, we take privacy seriously and work together to handle your data responsibly. Our privacy program is tailored to meet both legal requirements as well as your needs through the following pillars: * **Privacy by design**: we integrate privacy by design into our products and workflows by following guiding principles from the start of any product or workflow development rather than bolting it on afterward. Guiding principles include minimizing data processing, collection, and storage, assigning staff responsibility for managing privacy, and establishing reporting mechanisms. * **Regular training**: ToolsPlus staff that access and process ToolsPlus customer personal data are trained on how to handle it. They are bound by our Information Security Policy to maintain data confidentiality and security. * **Transparency**: we assist customers efficiently and transparently if they have questions about how ToolsPlus handles their data. We share updates to our terms and subprocessors on our [Data Processing Agreement page](/legal/data-processing-agreement). Read more about how we handle your data below. ## Security Protecting our customers' information and their user's privacy is extremely important to us. We are entrusted with some of our customers' most valuable data, so we ensure to offer comprehensive data security and protection through a proactive approach, policies and continous training. Though rare, data incidents may happen. We will assist with notifying regulators of breaches and promptly communicating any breaches to customers and users. ## International data transfers As a company with a global customer base and operations, ToolsPlus must be able to transfer and access data worldwide. We understand and respect the rules for onward transfers of personal data, and offer customers a robust international data transfer framework as a part our [Data Processing Agreement](/legal/data-processing-agreement). This agreement contains specific provisions to assist customers in their compliance with the GDPR within the EEA and UK and applicable US data protection laws, including the California Consumer Privacy Act (CCPA). For more information on how we transfer and process personal data, see our [Privacy Policy](/legal/privacy-policy). ## Your data and third parties ToolsPlus will not share your information absent proper process. Whenever we share your data with ToolsPlus service providers, we remain accountable to you for how it is used. We require all service providers to undergo a thorough diligence process to ensure our customers' personal data receives adequate protection that is at least meeting our own standards. This process includes reviewing the data ToolsPlus plans to share with the service provider and the associated level of risk, the supplier’s security policies, measures, and whether the supplier has a mature privacy program that respects the rights of data subjects. We provide a list of our sub-processors on our [Subprocessors page](broken://pages/-MKhOfRfyqZ28le8RVeB). # Privacy Policy What information we collect and why, how we use it, and how to review and update it Effective December 13, 2018 {% hint style="info" %} In this Privacy Policy **we**, **us** or **our** means **ToolsPlus Snd. Bhd.** {% endhint %} When you use our services, you’re trusting us with your information. We understand this is a big responsibility and work hard to protect your information and give you the opportunity to control it. This Privacy Policy is meant to help you understand what information we collect, why we collect it, and how you can manage, and delete your information. We build services that help companies to work more efficiently and save time in their day-to-day processes. Our services include: * Atlassian apps like *Intercom for Jira* that are embedded into Atlassian products * Intercom apps such as *Jira Cloud for Intercom* that extend the Intercom platform * Third-party support platforms like Intercom If you have any questions about this Privacy Policy, you can contact us:
Contacthttps://toolsplus.io/contact/https://toolsplus.io/contact/
## Information we collect ![](/files/-LTaoLkZFfro3YjdWqfD) We collect information to provide better services to our customers. The types of personal information or personal data we may collect about you include: * your name; * your contact details, including email address, mailing address and/or telephone number; * your demographic information, such as postcode; * your preferences and/or opinions; * details of the services we have provided to you and/or that you have enquired about, and our response to you; * your browser session and geo-location data, device and network information, statistics on page views and sessions, acquisition sources, search queries and/or browsing behavior; * information about your access and use of our services, including through the use of Internet cookies, your communications with our services, the type of browser you are using, the type of operating system you are using and the domain name of your Internet service provider; * additional personal information that you provide to us, directly or indirectly, through your use of our services, associated applications, associated social media platforms and/or accounts from which you permit us to collect information; and * any other personal information requested by us and/or provided by you or a third party. We may collect these types of personal information directly from you or from third parties, e.g. when you contact us through our support channels (email or Intercom) or if you visit our website or documentation. ## Why we collect data ![](/files/-LTeI70c_ObVLCsciO_t) ### Maintain & improve our services We also use your information to ensure our services are working as intended, such as tracking outages or troubleshooting issues that you report to us. We use your information to make improvements to our services — for example, understanding common usability issues with specific features helps us enhance our services where they are most useful to you. ### Develop new services We use the information we collect in existing services to help us develop new ones. For example, understanding how customers used conversation actions in Intercom for Jira helped us design and launch Jira Cloud for Intercom. ### Measure performance We use data for analytics and measurement to understand how our services are used. For example, we analyze data about your visits to our sites to optimize product design and improve user experience. ### Communicate with you We use the information we collect, such as your email address, to interact with you directly. For example, we may notify you about important upcoming changes or enhancements to our services. If you contact us, we’ll keep a record of your request to help resolve any issues you may be facing. ## Your privacy controls ![](/files/-LTeIJBhfqJLkgalFZ0y) ### **Choice and consent** Please read this Privacy Policy carefully. By providing personal information to us, you consent to us collecting, holding, using, and disclosing your personal information in accordance with this Privacy Policy. You do not have to provide personal information to us, however, if you do not, it may affect your use of this Site or the services offered on or through it. ### **Information from third parties** If we receive personal information about you from a third party, we will protect it as set out in this Privacy Policy. If you are a third party providing personal information about somebody else, you represent and warrant that you have such person’s consent to provide the personal information to us. ### **Restrict** You may choose to restrict the collection or use of your personal information. If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by contacting us using the details at the beginning of this policy. If you ask us to restrict how we process your personal information, we will let you know how the restriction affects your use of our services. ### **Access and data portability** You may request details of the personal information that we hold about you. You may request a copy of the personal information we hold about you. Where possible, we will provide this information in CSV format or other easily readable machine format. You may request that we erase the personal information we hold about you at any time. You may also request that we transfer this personal information to another third party (data portability). ### **Correction** If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us using the details below. We will take reasonable steps to correct any information found to be inaccurate, incomplete, misleading or out of date. ### **Complaints** If you believe that we have breached the Privacy Principles or an article of the GDPR and wish to make a complaint, please contact us using the details at the beginning of this policy and provide us with full details of the alleged breach. We will promptly investigate your complaint and respond to you in writing, setting out the outcome of our investigation and the steps we will take to address your complaint. ### **Unsubscribe** To unsubscribe from our e-mail database or opt out of communications (including marketing communications), please contact us using the details at the top of this policy or opt out using the opt-out facilities provided in the communication. ## Sharing your information ![](/files/-LTeJnHcDJc7Da1E_i6W) We may disclose personal information to: * third party service providers for the purpose of enabling them to provide their services, including (without limitation) IT service providers, data storage, web-hosting providers, professional advisors and payment systems operators; * our employees, contractors and/or related entities; * our existing or potential agents or business partners; * payment systems operators; * anyone to whom our business or assets (or any part of them) are, or may (in good faith) be, transferred; * credit reporting agencies, courts, tribunals and regulatory authorities, in the event you fail to pay for goods or services we have provided to you; * courts, tribunals, regulatory authorities and law enforcement officers, as required by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise or defend our legal rights; * third parties, including agents or sub-contractors, who assist us in providing information, products, services or direct marketing to you; and * third parties to collect and process data, such as Google Analytics or other relevant businesses. Where we disclose your personal information to third parties, including data processors or data sub-processors, we will request that the third party handle your personal information in accordance with this Privacy Policy. The third-party will only process your personal information in accordance with written instructions from us and we require that the third party either complies with the privacy shield principles set out in the GDPR or another mechanism set out by applicable EU & Swiss data protection laws for the transfer and processing of personal information. When we refer to ‘processing’ in this clause and this Privacy Policy in general, we mean any operation or set of operations which is performed on personal information, whether or not by automated means, such as collecting, recording, organizing, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available personal information. For an up-to-date list of third-parties that we use to process your personal information please refer to [the list of subprocessors](broken://pages/-MKhOfRfyqZ28le8RVeB). By providing us with personal information, you consent to the disclosure of your personal information to third parties and, if you are a European Union (EU) citizen, to third parties that reside outside the EU. ## Keeping your information secure ![](/files/-LTeIUalOhV48KMcLwii) We are committed to ensuring that the personal information we collect is secure. In order to prevent unauthorized access or disclosure. All our services are built with industry standard security features that protect your information. We have also put in place suitable physical, electronic and managerial procedures to safeguard and secure personal information and protect it from misuse, interference, loss and unauthorized access, modification and disclosure. And if we do detect something risky that we think you should know about, we’ll notify you and help guide you through steps to stay better protected. We cannot guarantee the security of any information that is transmitted to or by us over the Internet. The transmission and exchange of information is carried out at your own risk. Although we take measures to safeguard against unauthorized disclosures of information, we cannot assure you that the personal information we collect will not be disclosed in a manner that is inconsistent with this Privacy Policy. ## Compliance ![](/files/-LTeIbNTT9hAfZIE_iKu) We regularly review this Privacy Policy and make sure that we process your information in ways that comply with it. ### Data transfers We maintain servers United States of America and your information may be processed on servers located outside of the country where you are located. Data protection laws vary among countries, with some providing more protection than others. Regardless of where your information is processed, we apply the same protections described in this policy. ## About this policy ### When this policy applies This Privacy Policy applies to all of the services offered by ToolsPlus Sdn. Bhd., including services offered on third-party sites, such as Atlassian or Intercom. This Privacy Policy doesn’t apply to services that have separate privacy policies that do not incorporate this Privacy Policy. ### Changes to this policy We may, at any time and at our discretion, vary this Privacy Policy. We always indicate the date the last changes were published. We will notify you if we amend this Privacy Policy, by contacting you through the contact details you have provided to us. Any amended Privacy Policy is effective once we notify you of the change. # Service Level Agreement The level of service you can expect from us ## Response times When you request support for a ToolsPlus product we will respond within three business days from the time of your request or within 24 hours to any support request that ToolsPlus or Atlassian identifies as critical. We will do our best to get back to you sooner. ## Business hours \ Our business hours are Monday through Friday from [9 am to 6 pm Malaysia Time (GMT/UTC +8)](https://www.timeanddate.com/worldclock/malaysia/kuala-lumpur). We are closed on [major holidays in Kuala Lumpur, Malaysia](https://www.timeanddate.com/holidays/malaysia/). To see our business hours in your timezone [check timeanddate.com](https://www.timeanddate.com/worldclock/converter.html?iso=20181214T010000\&p1=122). ## Support Have a look at our support channels at [https://toolsplus.io/support](https://toolsplus.io/support/). ### What we can help you with * Help with installation. * Help troubleshooting problems with ToolsPlus apps. * Help identify workarounds. ### What's not included in our support * Product Training * Customers who do not have a valid and current license or active subscription. * Support related to non-ToolsPlus apps. * Support for Confluence/Jira issues. * Support for Confluence/Jira versions that are no longer supported by Atlassian or ToolsPlus. * Support in any language other than English or German. # End User License Agreement What rules you agree to when using our services {% file src="/files/-MUlteTJxLIjQhlKbFpb" %} End User License Agreement {% endfile %} # Data Processing Agreement We make it easy for ToolsPlus customers to sign and submit our Data Processing Agreement (DPA). The DPA helps meet onward transfer requirements under the GDPR. The DPA is pre-signed by ToolsPlus. If you have any questions about the DPA, please reach out to us via our Intercom. Click the link below to download the DPA and email a signed copy to . {% file src="/files/oiJPVoL0rKMzcDVbSZHC" %} Download the Data Processing Agreement {% endfile %} {% embed url="" %}