Intercom conversation linked to JIRA issue NLS-16 showing issue changes posted to the conversation
Conversation linking configuration to fine-tune the feature to your needs
Matched Intercom contact on Issue Screen
Create Intercom User or Lead from Issue Reporter
Intercom Connection per JIRA Project with Intercom Field configuration
The simplicity of customer communication using Intercom is fantastic. With the press of a button anyone can contact you. No email, no login and no account required. Simply type your message. But wouldn't it be nice to combine this simplicity with the power of a sophisticated issue tracker like JIRA?
Meet Intercom for JIRA.
What it does
Quickly connect your JIRA or JIRA Service Desk project to any Intercom app with a single click.
Empower your customer service team to provide excellent customer communication by linking JIRA issues to Intercom conversations. Updates on issues can trigger re-opening of closed Intercom conversations so your team knows instantly when it's time to get back to the customer.
For prefect integration with your JIRA project workflow we provide a workflow post function to send a notification to a Intercom conversation on issue transitions. Optionally you can re-open closed conversations when the post function runs.
Intercom for JIRA can also match an Issue Reporter's email against Intercom Users and Leads when viewing an issue of a connected project. Matches will show up automatically, next to your Issue data.
Should your process require to switch to Intercom matched Users or Leads are just a click away.
Additionally, keep Intercom up to date by creating a User or Lead from an unmatched JIRA Issue Reporter.
How I built it
Intercom for JIRA is built using Scala for the backend and Typescript/React and AtlasKit for the frontend.
The backend is based on a self-made open-source implementation of Atlassian Connect using Scala Play framework: https://github.com/toolsplus/atlassian-connect-play
Accomplishments that I'm proud of
- Having a super smooth integration between two very popular systems
- Scala-based modular Atlassian Connect implementation, heavily inspired by atlassian-connect-spring-boot
What I learned
- Using AtlasKit, React and Typescript for modular, type-safe front-end code
- Dealing with API inconsistencies (mainly Intercom) and finding ways to manage them
What's next for Intercom for JIRA
There is a long list of features, waiting to be implemented to give Intercom for JIRA super powers. Next, we would also like to bring Intercom conversations into JIRA.