How can I reopen an Intercom ticket using automation when a Jira issue is marked as DONE?

Question

I’m running into a roadblock trying to automate the reopening of Intercom tickets based on Jira issue status changes, and I’m hoping for some guidance or creative solutions!Here’s my ideal flow:	An Intercom ticket creates a Jira ticket in status “TODO.”			The Intercom ticket is set to CLOSED and marked with the state “backlog.”			When the Jira ticket’s status changes to DONE, the Jira for Tickets app adds a note back on the corresponding Intercom ticket.			I want the Intercom ticket to automatically reopen at this stage.	What I’ve tried:	Automation Trigger: “When teammate adds a note”			This SEEMS promising, but Jira’s integration writes the note as “FIN” (not classified as a teammate), so this rule doesn’t trigger as needed.					Automation Trigger: “Jira issue status is updated” (external event)			While this trigger detects the status change, it doesn’t allow me to execute my data connector (called “re-open ticket”) to reopen the ticket. It seems the automation does not permit calling data connectors when triggered this way.			What works:	My custom data connector to “re-open ticket” does successfully reopen tickets if triggered manually.	What options do I have?	Is there another trigger or workaround to act on notes/comments added specifically by Jira/FIN?			Can external events like “Jira issue status is updated” be used to trigger data connectors, or is this a limitation?			Are there alternative best practices for ensuring the Intercom ticket reopens automatically when the Jira issue is marked DONE, even if the event is not teammate-generated?	Additional Context	I’m using Jira for Tickets app (cloud), and have Intercom Workflows and data connectors available.			The main hurdle is that neither the “teammate note” nor the “external event” triggers fit my exact needs due to automation restrictions or user classification.	Any advice, workarounds, or triggers I might have missed?Thanks in advance for any insights!

Steeve Cayla · Accepted Answer

​@Andre RomaoI would work on it the other way around, because indeed there is a lack of features in those workflows.When creating the Jira issue, I would include the conversation ID, so that you have it in a custom field in the Jira issue.Then I would create a rule in Jira that, when my jira issue is closed (or whichever criteria you want), then do a web request that will correspond to an API call to Intercom, which will reopen the ticket. Just make sure that you’re using the manageconversation endpoint and not the ticket endpoint. Also make sure that you’re sending the conversation Id and not the ticket Id to Jira.https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/manageconversation

Andre Romao · Answer

Hi ​@Steeve Caylathank you so much for your detailed response and suggestions!I appreciate your advice about working from the Jira side with automation and using the Intercom API—this approach does fit well with my needs, and I can confirm that Jira automation rules works fine for reopening Intercom tickets. I’ve tested it with success using a “hardcoded”conversation ID.I have a follow-up question regarding your suggestion:When you mention “including the conversation ID when creating the Jira issue” (so that it can be sent in the API call later), how can this be achieved if I'm using the built-in Jira issue creation from within Intercom? It seems like the integration handles issue creation automatically, and I don’t see an option to customize fields or inject the Intercom conversation ID during that initial setup.Is there a way to have Intercom automatically populate a Jira custom field with the conversation ID during the ticket creation process?Or would this require a custom integration, webhook, or workaround outside the standard Intercom-to-Jira flow?Thanks again for your help—any clarification here would be much appreciated!

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