Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Intercom integration not showing the right user



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.



1 answer

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.




Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Software

👋 Looking for 15-20 volunteers to test Atlassian training content

Hi everyone! Are you interested in beta testing Atlassian University’s newest (unreleased!) training course? We’re looking for 15-20 volunteers to test our newest training course, Basic reporting...

835 views 25 28
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you