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

Hi ​@Steeve Cayla thank 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!

Hey ​@Andre Romao , glad this helped you.

Regarding the conversation ID, the best way to pass it is actually through the workflow. I’m not 100% sure that you can add any other attribute when creating a Jira ticket from the view you are showing. 

However, if you create the Jira ticket automatically (you can decide when you want it to be triggered - it could be when you are adding a particular Internal note that contains “Create” for example, or when the ticket is created, it’s up to you to choose which workflow to create). 

As you can see in the screenshot, when you click on the “Create Jira ticket” action in the workflow, you can choose which Jira Project you want the task to be created as, and then you can fill whichever information you want. You can also use the placeholders such as ticket.title or anything else. 

I’m actually testing myself now, and it appears that the conversation ID doesn’t exist as an attribute you can pass here. Just another door that you need to go through…. it seems like it’s the only solution, so what you could do is create a Data Connector (previously called Custom Action) that just does a Get request to the conversation itself, and based on the response, you can map the ID to a new Custom Conversation Attribute that you would have created before. Not as trivial as I thought, but doable…! 

Something like that would work: 

Your basic flow would be the following: 

• when a conversation is created, use the custom action you just created 
• it will populate the field CID (that’s for my example) 

Now in another workflow, whenever you want to create a Jira ticket, you can now reference that CID custom conversation field and pass that value to the custom field in Jira that you will then reuse in your automation rule in Jira. 

Should be quite straightforward! 

All the best, 

Steeve

Hi ​@Steeve Cayla .

Thank you so much for your response and for pointing me in the right direction—I really appreciate your help!

I wanted to share my final solution in case it’s helpful for others:

• The Jira issue is created from Intercom as usual.

• When the Intercom ticket is set to the “backlog” state, this triggers a workflow with a data connector that updates the Jira issue to include the Intercom ticket ID.

• When that Jira issue changes to the “DONE” state, a Jira automation rule is triggered. This rule makes an API call to Intercom’s manageconversation endpoint to reopen the corresponding ticket.

This approach is working well for my use case. Thanks again for your guidance and for highlighting the API method—it was the key to making this possible!