Live updates not working (Jira & Intercom Integration)

[John Hernandez]

Hi! 

For some odd reason, the Jira Integration on Intercom is not generating an internal note (on the Intercom conversation) when there's a new comment/update to a linked Jira ticket. 

It used to create an internal note on the Intercom side. 

[Tobias Binna]

Hi John,

I have just replied to your message on our Intercom. I think it is easier to troubleshoot this there.

Cheers,
Tobias

[Mert Dogar]

Hello Tobias,

We are also having a similar issue. We have done the setup both on the Intercom and Jira. We can create issues from the intercom conversation. However when we post a comment to the issue on Jira, Intercom conversation does not get an update. 

Any idea?

Best

[Tobias Binna]

Hey @Mert Dogar

Have you connected your Jira project/s to Intercom? If yes, it's worth checking if notifications for issue comments are enabled and if you have a comment filter enabled. If you have the comment filter enabled, you would have to add #intercom in your comments for them to be sent to linked Intercom conversations.

If none of this helps, please drop us a message via the Intercom at https://toolsplus.io/ with your Intercom workspace id. (the number/letter combo in your Intercom URL: app.intercom.io/a/apps/[workspace id]/...). This will help us to debug this in more detail.

Best regards,
Tobias