The Jira Cloud–Intercom integration was originally set up by a user who has since been deactivated. As a result, the connection between Jira and Intercom is now broken.
How can we restore the integration when the original installing user is no longer active?
Reinstalling the integration using a service account may risk losing existing conversations, so we want to avoid that if possible.
Can the Intercom Support team assist with safely restoring the connection without data loss?
Best answer by Nico Magbiray
Hi,
To restore your broken Jira Cloud–Intercom integration without losing data, an active admin in both systems must simply reconnect the integration using their own credentials. Reinstalling or reconnecting the app does not delete your existing Jira data, linked conversations, or historical issue history, though it may temporarily interrupt the syncing of new updates until the process is complete. To ensure long-term stability and avoid this issue in the future, it is highly recommended to perform this reconnection using a generic service account (like intercom-admin@yourcompany.com) rather than an individual's personal account. This way, the connection remains active even if specific teammates leave the organization or are deactivated.
+4Hi,
To restore your broken Jira Cloud–Intercom integration without losing data, an active admin in both systems must simply reconnect the integration using their own credentials. Reinstalling or reconnecting the app does not delete your existing Jira data, linked conversations, or historical issue history, though it may temporarily interrupt the syncing of new updates until the process is complete. To ensure long-term stability and avoid this issue in the future, it is highly recommended to perform this reconnection using a generic service account (like intercom-admin@yourcompany.com) rather than an individual's personal account. This way, the connection remains active even if specific teammates leave the organization or are deactivated.
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