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Using the existing Intercom integration with Jira, I find it to be lacking in functionality.

For example, a support agent reports on an issue and the agent raises a customer ticket or a tracker ticket. This action triggers an automation process that creates a bug in Jira.

The important link between any support platform and Jira, is the AffectsVersion and fixVersion.

I need the support agent to report in Intercom on the Affected Version, which should map to the Affects Version field in Jira.

In return, once the development team assigns a fix version to the bug, I require the fixVersion field in Jira to map to a Fix Version field in the Customer or Tracker ticket.

Such field doesn’t exist, so I have to create it… but I see no way to map the fixVersion Jira field to any field in Intercom tickets.

Appreciate any insights on this matter - or how any of you communicate the Affects Version and Fix Version between your development work to support tickets?

 

Hi @Gil Levy -- Cam from the Intercom Support team! 

I see that you recently reached out to our team via Messenger on this and have been speaking with Joseph, one of my expert teammates, about this 👍

To pass along his response here for completeness and for the benefit of the community, “...this is a feature from JIRA that isn't supported in Intercom at the moment. So, mthe capability you’ve outlined above] would be an FRQ currently.” 

I can see that Joseph’s submitted an Feature Request to our Product Development team on this for them to consider as they plan for the future - hopefully this is something we see become available in the near future!

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