Intercom integration not showing the right user

Interlaced Support_l5woeo

Hello,

 

I'm having an issues with my intercom > Jira integration.

 

When an issue is created it does not reflect the person from our org that makes it but rather always shows one person.

See pictures happy to share anything else, not sure if anyone else has seen this.

 

Tobias Binna

Hi @Interlaced Support 

Thank you for your question. What you are seeing is the expected behavior, we call the user that the Intercom app uses to create an issue the "app user" (in your case configured as Andy Lee). For the feature to work as you were hoping, the app would have to require that each Intercom teammate has a corresponding user in Jira. For some customers, this could mean a significant financial overhead. You can find further details on this in the FAQ on this topic.

 

To work around this, we typically recommend configuring the app with a generic Jira user, e.g. called "Intercom app". The issue reporter will then display as "Intercom app" for issues created from Intercom. Additionally, the app adds the name of the Intercom teammate that created the issue at the end of the issue description.

 

I hope this makes sense. Please let me know if you have any further questions.

 

Thanks,

Tobias