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Creating and Managing Tickets: Intercom to Jira Workflow

Streamlining Ticket Management: From Intercom to Jira

Written by Brittany Haddox

Part 1: Creating a Ticket in Intercom

Step-by-Step Guide:

  1. Gather Information: Collect all necessary details from the customer.

  2. Access 'Back Office Tickets': In the conversation view sidebar, click Back Office Tickets.

Select Ticket Type: Choose Technical as the ticket type.

Tip: AI autofills most details, saving time.

  1. Set Severity: Select the issue's priority:

    • P1 (Critical): Immediate attention is required. Examples:

      • Payment errors

      • System crashes

      • Security breaches

      • Problems with posting a shift

      • Problems with accepting a shift

    • P2 (High): Needs prompt action but not platform-breaking. Examples:

      • Shift confirmation delays

      • Significant performance issues

    • P3 (Moderate): Impacts user experience but not usability. Examples:

      • Notification delays

      • Profile update issues

    • P4 (Low): Minor issues or feature requests. Examples:

      • Typos or layout inconsistencies

      • Feedback or UI suggestions

Ticket Priorities: Overview

Priority

Description

Examples

P1

Critical issues requiring immediate action

Payment issues, system crashes, security breaches

P2

High-priority, needs prompt resolution

Shift cancellations, significant performance issues

P3

Moderate, impacts user experience

Notification delays, profile update issues

P4

Low-priority, non-critical improvements

Typos, layout issues, feature requests

2. Add Category and Attachments:

  • Select Defect as the category.

  • Attach any screenshots or video recordings provided by the user.

3. Review and Submit: Click Create Ticket. Once submitted, the ticket appears in the conversation sidebar with a Jira link.

Part 2: Staying Updated on Tickets in Intercom

  • Automatic Updates: When developers update tickets in Jira, these changes appear in Intercom and push the ticket to the top of your conversation list.

  • Tracking Progress: Use the Jira link in the conversation sidebar to monitor detailed updates.

Part 3: Behind the Scenes: Developer Workflow in Jira

  1. Ticket Assignment: Once created in Intercom, the ticket is assigned to the designated developer (Lemuel).

  2. Team Notifications: A notification is sent to the team in Slack with Intercom and Jira links.

  3. Accessing the Ticket:

    • Developers view pre-filled details, including attachments, in Jira.

    • The Jira ticket contains all customer-provided context.

  4. Status Updates:

    • Developers update the ticket status to In Progress in Jira.

    • This status is reflected in Intercom for visibility by the support team.

Part 4: Resolving the Ticket

  1. Developer Resolution:

    • Developers add resolution notes in Jira (e.g., "Resolution: Issue fixed").

    • Save the notes, which sync with Intercom for the support team.

    • Developers can ask for clarification from the support team (e.g., "Clarification: Does user experience..")

To add resolution notes type "Resolution:" To ask for clarification type "Clarification:"

  1. Final Status:

    • When marked Complete in Jira, the ticket in Intercom updates to Resolved.

    • The resolution details are sent to the support team, closing the ticket loop.

Best Practices for Support Teams

  • Use Visuals: Attach customer-provided screenshots or recordings to enhance developer understanding.

  • Double-Check Details: Ensure all fields, including severity and category, are accurate.

  • Follow-up: Use the Jira link to stay informed and relay updates to customers promptly.

By following this structured workflow, support and developer teams can ensure smooth communication, timely resolutions, and a better customer experience.

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