Hey there @Patrick H12, Emily here from Support Engineering
 

To keep track of which Jira issues are linked with Intercom tickets, you can use the Jira for Tickets app's automation features. When a Jira issue status is updated, the associated Intercom ticket can be updated automatically, which includes adding a note with the status update.

Additionally, you can configure the app to change the ticket status in Intercom when Jira updates occur. This way, when you're closing out a sprint in Jira, you can easily identify which Intercom tickets are linked and need to be closed out by checking the status updates or notes within Intercom tickets that reflect the linked Jira issues' statuses.

Hopefully this helps! You can learn more about the Jira integration here

DDD @Rightnow We use a custom field in Jira to tag Intercom-linked issues, making it easy to filter and track them. Additionally, automation rules help update statuses in both tools simultaneously, ensuring nothing gets missed when closing out sprints. How are you handling this currently?

​@DaceWills0 pretty much the same setup. The automation rules work well and I’ve set up a complex workflow in Intercom to add internal notes for our help desk support team when certain Jira statuses are selected. Linking Intercom issues with Jira is no problem, but it’s linking Jira with Intercom that is a little clumsy. This is what i’m thinking of doing to improve the flow:

1. When issue is linked, use an Intercom automation to comment the Jira issue number as an internal note in Intercom.
2. Use Zapier to monitor new admin notes in Intercom for mentions of the Jira issue key (e.g. APP-1234). When new note with the issue key is found, change the name of the Intercom ticket/conversation to be prefixed with the Jira issue key (e.g. “APP-1234 Bug with the thing”). Also add a tag like “jira”. This way I can easily identify and sort all issues currently linked to Jira from Intercom without having to look at the details of each ticket. 
3. Find a way to display the link in Jira to the Intercom issue. Either by using Jira Automation or Zapier to comment the Intercom conversation ID or the link to the conversation. This was I can do what I did in step 2, but for Jira. Change the name to prefix with the Intercom id_number (“INT-123 Bug assigned to dev team”). Then maybe add a tag in Jira like you’ve done and link to the Intercom issue either in the issue description or via a custom field. 

Do you manually set the Jira tag or is this process automated?

Streamlining Jira and Intercom Integration:

• Linking Jira to Intercom: Use an Intercom automation to add Jira issue numbers as internal notes in Intercom when issues are linked.

• Zapier Integration: Set up Zapier to monitor new admin notes in Intercom for Jira issue key mentions. When detected, Zapier updates the Intercom ticket title with the Jira issue key and adds a "jira" tag for easy sorting.

• Displaying Intercom Info in Jira: Automate the process in Jira to comment with the Intercom conversation ID or link. Update the Jira ticket title with the Intercom ID number and tag the issue with "jira."

• Automation Efficiency: Both Jira and Intercom tickets are updated automatically, streamlining your workflow and ensuring clear connections between both platforms without manual tagging.

​@DaceWills0 do you mind sharing your flow for tagging Intercom issues with “jira”. I tried to do this via Zapier, but I can’t get it to post to Intercom. I suspect it an issue with how I formatted the body.