Perform Intercom Jira Integration: 2 Best Methods

on Data Integration, Tutorials • November 29th, 2021 • Write for Hevo

Are you looking to perform Intercom Jira integration? If your answer is yes, you are in just the right place.

Intercom provides a cloud-based messenger service that can be easily integrated into any website. Organizations use Intercom to generate leads, manage them, and to convert the leads to customers. Intercom helps companies to automate the first layer of contact with their leads. It can also help the customers to confirm their orders, track it, and raise support tickets in case things are not going smoothly. The ease of integration to existing websites and cloud-based services makes intercom a very popular business messenger service provider. 

Jira is a project management software that is available to be installed on-premise or as a cloud-based service. Most companies that develop software products use JIRA as the project management software across functions including marketing because of its ease of use and widespread popularity. It is common for such organizations to want to raise issues and track them through JIRA when events happen in Intercom. Such events could be a new lead generated or a support ticket raised in Intercom.  This post is about the steps involved in integrating Intercom to JIRA.

Integrating Intercom to JIRA

Integrating Intercom to JIRA can be done in two ways.

Method 1: Using custom scripts
Building a custom script using REST APIs provided by Intercom and JIRA is a measure best suited for users with a technical background.

Method 2: Using Hevo Activate for Intercom Jira Integration
Hevo Activate is a fully automated data integration platform that lets you integrate your Intercom and Jira data for free from 100+ sources and move it to the destination of your choice allowing you to focus on key business activities. It also enriches the data and transforms it into an analysis-ready form without having to write a single line of code.

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Building a Custom Script Using REST APIs

Intercom provides APIs that allow users to export data programmatically. Jira also supports APIs to create issues programmatically. You will combine these capabilities to implement a script that can raise issues in JIRA, by fetching the lead data from Intercom.

Pre-requisites

  • An Intercom admin account with access to developer hub
  • A JIRA cloud admin account
  • Basic understanding of REST APIs

You will begin this implementation by creating an application in the intercom developer hub to get the authorization token for accessing the APIs.

  1. Head to the Intercom developer hub and create an application. Once an application is created, the authorization token can be found in the ‘configure’ section of the app as shown below.
Intercom jira integration: Step 1
  1. You will now use the token to access the API and fetch customer data as a JSON file. This can be done using the Linux command-line utility ‘curl’ as shown below.
curl -o intercom_contacts.json https://api.intercom.io/contacts?per_page=2 
-H 'Authorization:Bearer <access_token>' 
-H 'Accept:application/json'
  1. The next step is to transform the JSON into a CSV file which will be later used to create JIRA issues. This can be done using a command-line JSON parsing utility called ‘jq’ . Use the below command to accomplish this.
cat intercom_contacts.json | jq -r ".data[] | [.id,.name,.email,.location.city] | @csv"  |sed 's/"//g'  >> intercom_contacts.csv

The output will be a file named contacts.csv with contents as below.

"5ba682d23d7cf92bef87bfd4","Jason Biurner","bourne@seren.io","Dublin"
"5ba682d23d7cf92bef87bfd5","Malcom Spacy","msw@spacy.io","warsaw"
  1. Head to the JIRA developer console and create an API key as below.
Intercom jira integration: Step 4
  1. You will now implement a simple shell script to run through the CSV file and call the JIRA cloud API to create an issue with the email id of the customer. 
export IFS=","
cat shopify_customers.csv | while read a b c d;   
do   
curl --request POST 
  --url 'https://<your-jira-cloud-instance>/rest/api/3/issue' 
  --user '<your-email-address>:<api-token>' 
  --header 'Accept: application/json' 
  --header 'Content-Type: application/json' 
  --data '{ "fields": {
     "summary": "New lead '$d'",
     "issuetype": {
         "id": "10009"
     },
     "project": {
         "key": "TEST"
     },
     "description": {
         "type": "doc",
         "version": 1,
         "content": [
             {
             "type": "paragraph",
             "content": [
                 {
                 "text": "This is the description.",
                 "type": "text"
                 }
             ]
             }
         ]

The above script will loop through the CSV file and call the create issue API for JIRA. The summary of the newly created issue is defined as ‘New lead <customer_email>’ > Please note the authorization token created in the earlier step is to be used in the script along with your domain name for Jira cloud.

Successfully executing the script should create issues for all the contacts that existed in Intercom. As evident already, this approach is a complex one that requires a lot of custom coding. Other than this, it also suffers from the following drawbacks.

  1. This approach can only be used as a batch process. This means issues are not created in a real-time manner. An alternative is to use Intercom’s webhooks to accomplish this. But that will require even more coding and access to set up your own servers. 
  2. To follow this approach, the developer needs to grasp all the intercom APIs and the response structures. The above approach only talks about the contacts API.
  3. Intercom APIs are paginated. Implementing this in production will require the developer to handle the paginated data list.
  4. Since the APIs fetches the complete list of contacts every time, there should be additional logic to prevent duplicate issues being created in Jira.

If all that coding makes you feel, this is a complex exercise and you would better have your engineers solve problems related to your product rather than wasting time on such integrations, you should take a look at a cloud-based tool like Hevo. 

Using Hevo Activate for Intercom Jira Integration

Intercom Jira Integration: Hevo Logo
Image Source

Hevo Activate helps you directly transfer data from Snowflake, Amazon Redshift, Intercom, etc., and various other sources to CRMs such as HubSpot, Jira, Salesforce, various SaaS applications, and a lot more, in a completely hassle-free & automated manner. Hevo Activate is fully managed and completely automates the process of not only loading data from your desired source but also enriching the data and transforming it into an analysis-ready form without having to write a single line of code. It helps transfer data from HubSpot to a destination of your choice for free. Its fault-tolerant architecture ensures that the data is handled in a secure, consistent manner with zero data loss.

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Hevo Activate takes care of all your data preprocessing needs and lets you focus on key business activities, and draw a much powerful insight on how to generate more leads, retain customers, and take your business to new heights of profitability. It provides a consistent & reliable solution to manage data in real-time and always have analysis-ready data in your desired destination.

Check out what makes Hevo Activate amazing:

  • Real-time Data Transfer: Hevo Activate, with its strong Integration with various sources, allows you to transfer data quickly & efficiently. This ensures efficient utilization of bandwidth on both ends.
  • Data Transformation: It provides a simple interface to perfect, modify, and enrich the data you want to transfer.
  • Secure: Hevo Activate has a fault-tolerant architecture that ensures that the data is handled in a secure, consistent manner with zero data loss.
  • Tremendous Connector Availability: Hevo Activate houses a large variety of connectors and lets you bring in data from numerous Data Warehouses and load it into Marketing & SaaS applications, such as Salesforce, HubSpot, Zendesk, Intercom, etc. in an integrated and analysis-ready form.
  • Simplicity: Using Hevo Activate is easy and intuitive, ensuring that your data is exported in just a few clicks.
  • Completely Managed Platform: Hevo Activate is fully managed. You need not invest time and effort to maintain or monitor the infrastructure involved in executing codes.
  • Live Support: The Hevo Activate team is available round the clock to extend exceptional support to its customers through chat, email, and support calls.

Conclusion

This blog talks about the different ways you can use to set up Intercom Jira Integration in a seamless fashion. If you are willing to invest your time and resources in this process and have no qualms about manually troubleshooting the errors, go for the first method. Otherwise, you can opt for Hevo Activate to seamlessly transfer data from Intercom to Jira.

Visit our Website to Explore Hevo

Hevo Activate abstracts all the pain points and limitations mentioned above and allows you to transfer data from Intercom and Jira to any other data source for free. Additionally, Hevo’s fault-tolerant algorithms automatically handle any errors in the data flow, thereby ensuring that your warehouse always has up-to-date data. Here is a quick overview of Hevo: 

Hevo rids you of the added complexity of writing and maintaining custom scripts to move data from not intercom but a multitude of other data sources. 

Hevo natively integrates with Sales and Marketing Applications, Analytics Applications, Databases, and so on enabling your organization to efficiently assemble an enterprise BI data warehouse.

By using a data integration tool, rather than writing the code yourself, you can save your engineers time and money as you will be allowing them to focus on other value-added activities.

Sign Up for a 14-day risk-free trial with Hevo and experience it yourself!

Sync Intercom to Jira seamlessly