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Hi,

We're encountering an issue with the  Intercom for Jira and Intercom intergration, where conversations are being incorrectly moved to the "Unassigned" inbox. This happens after an agent creates a Jira ticket, connects it to a conversation and then snoozes the conversation. Initially, these conversations are correctly assigned to a specific inbox. However, upon unsnoozing, they revert to "Unassigned" instead of their original inbox. This only happens when there is a Jira-ticket in the conversation.

The typical flow is as follows: a customer interacts with our chatbot, the conversation is then routed to an appropriate inbox, an agent responds and subsequently creates a Jira ticket, and finally snoozes the conversation. The problem arises when the conversation is unsnoozed and does not return to its initially assigned inbox.

Could anyone suggest a solution to this problem?

Hi Pia! Ebenezer here from Engineering Support👋.

I looked into this issue and I can confirm based on similar reports that the 'Intercom for Jira is built by ToolsPlus' is causing the issue. The conversations are being unassigned by this Jira app, when the app reopens the conversation ie when a comment is added to the Jira this reopens the conversation. The app is then setting the "assignee_id" to 'null' when it reopens the conversation, which is why the conversation is being unassigned.


I recommend going into the Intercom App Store and clicking on the link to the partner's website below their app listing, like you see below👇

Screen_Shot_2022-03-31_at_16_43_31.jpg?expires=1705509889&signature=d0345f387efad688306ef343ab0a10549ec743a20cd2dfb1ea2b932fd525cb37

 

Many of these listings will also link to support documentation, as well as their support team.

Screenshot+2024-01-11+at+09.58.55.png?expires=1705509889&signature=2e331945a480c7628e1be5c9a405e2adbe2f55d2d267d7f7953fa8a1b2085c11

 

As a workaround, you could try this:

 

You could create a workflow to assign conversations to a team or teammate if a teammate adds a note to a conversation and it's not currently assigned to a team or teammate. This should catch instances where the Jira app unassigns the conversation and then adds notes to the conversation.

 

Here's a screenshot of what that could look like 👇

 

Workflows___Planet_Express___Intercom.png?expires=1705509889&signature=07cbe1df5d12f5774a59df87eb2eba7e6fa31a192d3af65076874a012e21ef83

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