Via Jira for Tickets, is it not possible to sync Intercom ticket status to Jira item status (Intercom → Jira)?
I know you can do Jira → Intercom. I just assumed in the Intercom Workflow editor you’d be able to wire up the same going the other direction, but I’m only seeing 2 actions that can be performed in Jira? Create Issue and Create Comment?
Best answer by Ryan Parker
Hey
To sync ticket statuses between Intercom and Jira effectively, start by configuring the integration through a connector or API. Map the relevant status fields (e.g., “Open,” “In Progress,” “Resolved”) so changes in one system reflect in the other automatically.
Before going live, use test tickets to simulate different status changes. This ensures triggers, updates, and notifications behave as expected. You can also create placeholders or invisible notes to help organize testing workflows. For example, using tools like tekskosong can help add invisible markers or spacing without affecting your workflow content.
I’m wondering about the marketplace app Jira for Tickets specifically. Intercom guide article here.
+5Hey
If you could flag this as a feature request, that would be great. I think it would mitigate drift between Intercom ↔ Jira and offer a path for the team to work seamlessly from Intercom, as opposed to necessitating hopping out of Intercom into Jira to manage ticket state and back in to Intercom to return to the conversation. A good move against platform fatigue and enabling the team to work in Intercom 🙂.
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