Intercom conversation URL* - Jira Tickets

Thiago Markiewicz
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
October 30, 2024

Hi,

I am integrating Jira Tickets with Intercom but the Intercom conversation URL* it is not being filled in automatically, all links need to be linked manually. Is there any way to link this link automatically?

Thanks.

2 answers

0 votes
Tobias Binna
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
October 31, 2024

Hey @Thiago Markiewicz

I am from ToolsPlus, creator of Intercom for Jira and the the Jira Cloud integration for Intercom.

I am not entirely clear what exactly you are asking about, but it sounds like you are referring to creating a link using Intercom for Jira: https://docs.toolsplus.io/atlassian-cloud/intercom-for-jira/guides/jira-users/managing-intercom-conversation-links#creating-a-link

If you use the Jira Cloud app for Intercom to create a link to an existing Jira issue or create a new Jira issue using the app, the links will be created automatically.

I hope this helps. Please let me know if you have any further questions or if anything is unclear. If you prefer to continue the conversation privately, feel free to reach out via any of our support channels: https://toolsplus.io/support/

Best regards,
Tobias

0 votes
Eric Sibomana
Contributor
October 31, 2024

Hello Thiago,

Welcome here. 
Firstly, it's important to note that the automatic linking of Intercom conversation URLs to Jira Tickets is not a default feature in the basic integration. However, there are a few ways to achieve this:

  1. Custom Automation: If you're using a plan that includes Workflows, you can set up custom automations to sync additional data between Intercom and Jira
  2. Jira for Tickets App: Ensure you have the latest version of the Jira for Tickets app installed in Intercom. While it doesn't automatically fill in the conversation URL, it does provide easier linking capabilities from within the Intercom interface
  3. API Integration: For a more customized solution, you might consider using the Jira and Intercom APIs to create a custom integration that automatically includes the conversation URL when creating or updating Jira issues.

To troubleshoot your current setup:

  1. Verify your automation settings in the Jira for Tickets app within Intercom.
  2. Check if you're using Basic or Custom automation, and consider upgrading to Custom if available
  3. Review your Workflow templates if you're using Custom automation to ensure they're configured correctly.

If these steps don't resolve the issue, I recommend reaching out to Intercom's support team for further assistance, as they may have more specific insights into the capabilities and limitations of their Jira integration. 

Please let me know if you need any clarification or have additional questions. I'm here to help!

Best regards,
Eric

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
TAGS
AUG Leaders

Atlassian Community Events