Hi Intercom team and community,
Our team relies on the Jira for Tickets integration to sync and manage issue tracking between Intercom and Jira. However, a key limitation we’ve run into is the inability to display the Jira Issue ID directly in the Intercom Ticketing Portal.
The Challenge
We use Intercom tickets primarily as a surface layer to expose the status of underlying Jira issues to our clients. Internally, Jira remains our system of record, and our clients are familiar with referencing Jira issue IDs. However, the Intercom Ticketing Portal currently:
- Displays only Intercom ticket numbers
- Does not allow customization of columns (e.g., to include a Jira Issue ID field)
This disconnect causes confusion for clients and internal teams alike, as there’s no easy way to map an Intercom ticket to its corresponding Jira issue from the client’s view.
What We Need
We’re advocating for one (or more) of the following capabilities:
- Add Jira Issue ID as a visible column in the Intercom Ticketing Portal
- Allow customization of columns in the portal UI
- Support an External ID field (e.g., Jira Issue ID) that can optionally be shown in place of or alongside the Intercom ticket number
Workarounds We’ve Tried
- Including the Jira Issue ID in the ticket description (not visible in the portal view)
- Adding notes with Jira details (also not surfaced in portal view)
- Attempted API automations to enrich ticket metadata (limited utility)
Why It Matters
This enhancement would:
- Improve transparency for clients
- Reduce confusion caused by mismatched ticket identifiers
- Ensure Intercom ticketing can complement, rather than duplicate or obscure, existing Jira workflows
Thanks for considering this. Happy to answer questions or provide additional context!
— Adam