Towards better configurability 🎛

Tobias Binna
Aug 28, 2017 · 2 min read

We are pleased to announce an update to Intercom for JIRA, a feature-packed update to Intercom for JIRA.

What’s new?

The main focus of this release was to increase configurability of the conversation linking feature. We achieved this via issue event triggers and a JIRA workflow post function. Together, they make conversation linking fit into your customer service process.

Issue Event Triggers

It is now possible to select which JIRA issue updates are posted to linked Intercom conversations. Additionally, you can select whether linked conversations should be re-opened for each event.

New Configuration Options: JIRA Issue Event Triggers

Note: Issue Event Triggers have replaced the global re-open switch. If you still want to use that feature, you can achieve the same result simply by having re-open enabled for all JIRA issue events.

Workflow Post Function: Notify Intercom Conversations

Issue transitioned Event Trigger is useful if you want keep record of the issue status changes in a Intercom conversation. However, what if you would like to post and re-open conversations on a specific transition?

Meet Workflow Post Function: Notify Intercom Conversations 🎉

The new workflow post function provides the extra flexibility to post an update and optionally re-open conversations exactly when your process requires it. Attach a post function to any issue transition in your JIRA project workflow such that conversations are updated and re-opened only when an issue has transitioned to a specific state.

Contact Matching feature toggle

Last but not least we added a feature toggle to enable/disable Contact Matching. If you are not using this feature, simply switch off the toggle button next to the title and the whole Intercom panel on the JIRA issue page disappears.

Note that your previous configurations will be saved. If at any point in time you decide to use this feature again, just switch on Contact Matching and your previous configuration will be restored.

Contact Matching Feature Toggle

Further Information

To find out more about these features and Intercom for JIRA have a look at the documentation.

To try Intercom for JIRA for free go to the Atlassian Marketplace to install.

If you have any questions or feedback please do get in touch using the Intercom messenger on toolsplus.ch or via info@toolsplus.ch. We’d love to hear from you.

toolsplus

Quality engineered tools to make your life easier.

)
Tobias Binna

Written by

toolsplus

toolsplus

Quality engineered tools to make your life easier.

Welcome to a place where words matter. On Medium, smart voices and original ideas take center stage - with no ads in sight. Watch
Follow all the topics you care about, and we’ll deliver the best stories for you to your homepage and inbox. Explore
Get unlimited access to the best stories on Medium — and support writers while you’re at it. Just $5/month. Upgrade