Convert escalated support tickets into development tasks

When a high-priority customer issue is logged in Intercom, create a matching task in Jira Software Server for product engineers to investigate.

Try:

See all Jira Software Server + Intercom integrations or talk to a human

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

Jira Software Server Explore Jira Software Server →

Triggers

New task created

Fires when a new task or card is created in Jira Software Server.

Task completed

Fires when a task in Jira Software Server is marked complete.

Due date approaching

Fires when a task's due date in Jira Software Server is coming up.

Comment added

Fires when a comment is added to a task in Jira Software Server.

Actions

Create task

Creates a new task in Jira Software Server.

Update task

Updates a task's status or assignee in Jira Software Server.

Add comment

Posts a comment on a task in Jira Software Server.

Move task

Moves a task in Jira Software Server to a different board or list.

Intercom Explore Intercom →

Triggers

New ticket created

Fires when a new support ticket is created in Intercom.

Ticket status changed

Fires when a ticket's status changes in Intercom.

Ticket assigned

Fires when a ticket in Intercom is assigned to an agent.

SLA breached

Fires when a ticket in Intercom breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Intercom.

Update ticket status

Updates a ticket's status in Intercom.

Assign ticket

Assigns a ticket in Intercom to an agent.

Add ticket comment

Posts an internal or public comment on a ticket in Intercom.

Resolve customer tickets automatically when tasks complete When an engineer marks a bug fix task as complete in Jira Software Server, update the status of the related support ticket in Intercom so support can notify the customer. See details

Flag SLA breaches on project management task boards If a critical ticket breaches its resolution SLA in Intercom, post an urgent warning comment directly on the related task in Jira Software Server. See details

See all Jira Software Server + Intercom integrations → · Browse the full workflow library →

Enterprise-grade security

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FAQ

Common questions

Can Knit build “Convert escalated support tickets into development tasks” between Jira Software Server and Intercom?

Yes — describe it in the box above and Knit's Integrations Agent researches Jira Software Server and Intercom's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

What's the most common Project Management + Ticketing automation?

Creating a task in Jira Software Server whenever a ticket in Intercom is escalated or tagged as a bug, with a two-way status sync so support sees engineering progress without leaving Intercom.

Can status updates flow back to the original ticket?

Yes — when the linked task in Jira Software Server changes status, the Agent can post that update back onto the original ticket in Intercom automatically.