I cannot link an intercom conversation

[Johana Azevedo Vargas]

Hello,

When I try to link the intercom conversation to Jira it doesn't want to link it, so I see no updates in intercom.

It's working fine since 3 years, and I have the issue here for 1month already (my hole team also)

[Tobias Binna]

Hey @Johana Azevedo Vargas 

Tobias from ToolsPlus here. We built this app and happy to assist you with this.

When you click on "Linked conversations", as highlighted in your screenshot, do you see the conversation that you tried to link? If not, do you see an error anywhere during the linking process?

From your description, it sounds like the linking is actually working, but the notifications are not coming through. There are a few reasons why notifications are not coming through.

• Notifications are disabled altogether, or the particular notification you are looking for is disabled. Please have a look at the docs on how to manage notifications.
• The connection to Jira is broken. This can happen, for example, if the app user has been removed from Intercom or if the app user's password has changed. In this case, try revoking the existing connection and reconnecting the Jira project/s.

I hope this helps. If you would like us to investigate this in more detail, please drop us a message including your Intercom workspace id (the number/letter combo in your Intercom URL: app.intercom.io/a/apps/[workspace id]/...) on our Intercom on toolsplus.io.

I hope this helps.

Best regards,
Tobias

[Pavel Junek]

Hi Johana,

Welcome to Atlassian community!

Because "Intercom for Jira" is an Addon (plugin, apps), you need contact Vendor for this issue. He should be able to give advice or fix a bug on his side.

Pavel