Old Workflow before tickets: Link every individual conversation to a Jira issue using the Jira Cloud application for Intercom (built by third party). And in Jira, the # of linked Intercom conversations could be viewed on the Jira issue, and Jira boards could be ordered to see the issues with the most amount of linked intercom conversations.
Problems with old workflow: Intercom is incredibly noisy, and every Jira Issue status update or comment would re-open ALL individual conversations, regardless of their importance. Making managing conversations difficult and time consuming for large issues.
New Workflow/Context: For any bugs or known issues, we have a tracker ticket, and link all conversations to that single tracker ticket for clean intercom updates on progress of the issue. The single tracker ticket is linked to the Jira Issue using the Jira for Tickets Intercom app built by Intercom.
Issue: The Jira development teams have no visibility to the number of customers impacted by a specific Jira Issue when using the Jira for Tickets application.
Idea/Solution: A Jira Issue field for the Jira for Tickets app that shows the number of linked conversations to the tracker ticket.