Currently, the integration allows updates to statuses and comments from JIRA to Intercom, which works fine. However, there is a limitation where a JIRA ticket can only be associated with one Intercom ticket at a time, which creates some inefficiencies in workflows.
Issue: We track bugs that are worked on in JIRA through Intercom tickets. However, with the current limitation of the JIRA for Tickets app, we are only able to apply one JIRA ticket to a single Intercom ticket. This is problematic because it doesn't reflect the reality of how multiple customer support tickets may be related to the same JIRA issue as well as allow the automation for JIRA ticket status updates to be sent to Intercom and out to the customer via the custom statuses feature.
Request: I would like to request an enhancement to the JIRA for Tickets app, allowing users to associate a single JIRA ticket with multiple Intercom tickets at once. This feature would work similarly to how the JIRA for Cloud app allows for multiple associations, and would significantly improve workflows for teams who track related customer support tickets across different issues in JIRA.
By adding this capability to the JIRA for Tickets app, teams would be able to link a JIRA ticket to multiple customer support tickets, ensuring a more accurate representation of the work being tracked and updated across all associated tickets.