Jira & Intercom

[Itay Ginat]

Hi there, 
I'm using both Jira & Intercom and I have the Jira add-in as well.
I would like to export a custom report from Jira that is filtered by Jira tickets that came from the Intercom. Is there an easy way to do that?

I hope it makes sense. 

Thanks,
Itay

[Tobias Binna · Accepted solution]

Hi Itay,

You could use JQL to find issues that have one or more Intercom conversations linked. For example, the following query returns all issues with one or more linked Intercom conversations:

linkedIntercomConversationCount > 0

Have a look at the docs on searching and reporting (https://docs.toolsplus.io/atlassian-cloud-apps/intercom-for-jira/guides/jira-users/searching-and-reporting) for more details.

I hope this helps. Do let me know if you have any further questions.

Thanks,
Tobias

[Itay Ginat]

Hi Tobias,

Thank you for your answer. It's starting to look like what I've been searching for.
Do you know how I can filter it by specific folder from my intercom?

For example:

[Tobias Binna]

Hey Itay, glad that helped.

Hmm, I am not quite sure what you mean by "folder" but most likely the answer is that you cannot.

Generally, JQL search in Jira is limited to either number of linked conversations or specific conversation ids. We do not "sync" or store any other Intercom data in Jira.

[Itay Ginat]

Hi Tobias,

Searching by specific conversation ids sounds terrific, I have this info on the intercom. Can we make a query that shows for each Jira ticket his appropriate conversation id as well?


For example:
The query should be something like: "Get number of linked Intercom conversations >0   AND show me their conversation id"

[Tobias Binna]

I understand. Unfortunately, at the moment the app cannot display linked conversation ids but I believe this is something we can look into. I have added your vote to our internal feature request for this issue and will make sure to reach out to you if we have any updates on this.

[Itay Ginat]

Thank you Tobias

Best,

Itay

[Tobias Binna]

Hi @Itay Ginat ,

I just wanted to reach out and follow up on the above discussion. We have added the feature to render and export linked conversation ids recently to the app. You can find the details on how to configure the field in the updated docs.

I hope this helps and is still useful. Please let me know if you have any further questions.

Thanks,
Tobias