Intercom Tickets for Jira

[Daria_Shukalo]

We use Intercom tickets to automatically create tasks in Jira right from Intercom. There's the problem with links syncing. Whenever we insert a link it gets synced as a text to Jira. What can be done to sync links as links?

[Robert DaSilva]

Hi @Daria_Shukalo , welcome to the Community!

This question is likely better asked to the developer of the integration you're using to accomplish this functionality. Are you able to share the app you're using?

From what I can tell, it seems the integration is taking all the custom fields in Intercom, and adding them all as plain text inside the Description field in Jira. I suspect this integration is also sanitizing the data, such that it is removing the hyperlink aspect from the text itself.

I doubt there will be a way to automatically enable hyperlinks in the Description field without an update from the integration vendor.

There may be a workaround, however. You might be able to create an Automation inside Jira that searches the Description field for the first "Hyperlink" via a regex search, and then put that text inside another Custom Field. I haven't tested this, but it may work to re-enable clicking this as a hyperlink. This workaround will require a new custom field be created and added to all projects you want this feature working for, so it's not exactly a light effort.

I'm not sure I would recommend this either, as it adds a bit more maintenance to your project, and will take a bit of time to properly configure to capture the correct link in the field.

Hope that helps,

Robert

[Robert DaSilva]

When you input the link inside Intercom, is that "clickable" to hyperlink you to the web address pasted? Visually, from the screenshots you have shared, it looks like the link is being saved as plain text inside Intercom.

[Daria_Shukalo]

Hey Robert,

Thanks for your reply and provided suggestions.

So, we use a 'Jira for Tickets' app:

And yes, the link is clickable when we submit a Jira ticket. Here's the .gif - https://share.zight.com/KouRlq4b 

[Robert DaSilva]

Thanks for sharing @Daria_Shukalo .

I would recommend reaching out to Intercom support in this case. They are likely sanitizing the input during the sync.

Based on a quick review of that app, it seems there is additional functionality available via "Automations", which might allow you to sync the URL field to a specific Jira Custom Field. This may assist with having the URL be clickable, and will also benefit from the URL being it's own custom field, thus you can search or filter on that data.

Hope that helps,

Robert