synchronisation issue with jira cloud<>intercom

[melanie_simon]

Hello,

We use Jira Cloud for Intercom.

Jira tickets linked to Intercom are no longer updating properly. Only Tech-related tickets (SUPP ticket) still sync correctly, while others no longer show comments or updates in the ticket.

So, as we no longer get the live updates of the jira, the conversation remains closed and we have to open the jira to see if it has been resolved or not yet.

Thanks for your help 

[Tobias Binna · Accepted solution]

Hey @melanie_simon ,

Thanks for reaching out. I am Tobias from Toolsplus, creator of Jira Cloud for Intercom.

In many cases, missing updates are due to a broken connection between Jira and Intercom. Please try to revoke the existing Intercom connection on your Jira space/s and then reconnect the Jira spaces (spaces were formerly called projects).

This will likely solve the problem. Unfortunately, there are several reasons a connection can break, and the app may not always detect it. For example, if the password or permissions associated with the app user are changed, or the app user is removed from Intercom, the connection will break and updates will no longer come through.

I hope this helps. Please let me know if this does not solve the problem or if you have any further questions. You can reach us there, or via support@toolsplus.io or the Intercom messenger on toolsplus.io.

Best regards,

Tobias

[melanie_simon]

Hey Tobias,

Hope you're doing well. 

Thank you very much, the problem is indeed fixed after having revoked connection :)

Best regards,
Mélanie