A Jira administrator's guide to Intercom for Jira 6
Intercom for Jira 6 moves the app's features and stored data onto Atlassian infrastructure. If you administer a Jira site running the app, ensure that people who link conversations have the Edit work items permission. Then approve the app update to version 6.0.0 or higher before 31 January 2027, when Atlassian ends support for its older Connect app platform.
We made sure the update to version 6 doesn't disrupt your team's work and is as simple as clicking the update button. However, there are a few things to know before you do.
Linking Intercom conversations now needs edit permission
Version 6 changes who can link and unlink Intercom conversations on a work item. Previously, anyone who could view the work item could do both. Now these actions require the Edit work items permission.
Users without that permission still see linked conversations. If they need to add or remove links, the app expects them to have Edit work items permission in the space's permission scheme. Check this before you update, so the users who link conversations can keep doing it without interruption.
Otherwise, the app works the same for your users. The conversation links guide covers linking and its permissions.
The app and its data now stay on Atlassian
We first moved Intercom for Jira onto Atlassian's new app platform, Forge, in March 2026, but versions 3 to 5 still largely operated outside the Forge platform perimeter (as a Forge Remote). Forge orchestrated the app, while our servers processed your requests, made Intercom API calls, and hosted your Intercom connections.
Starting with version 6, the app's features now run on Atlassian-hosted Forge compute and storage. Your Intercom connections move into Forge storage, and Forge calls the Intercom APIs directly.
Conversation links, space settings, and notification settings stay in Jira, as before. After the update, your Intercom connections move into Forge storage automatically, and we delete our copy once that completes successfully. There is no manual migration to run.
For security reviewers, this means the app's data now lives on Atlassian, next to your Jira data. Atlassian-hosted storage also supports Atlassian's data residency controls. If your Jira site is pinned to a region, the app's data is kept there too, and it moves with the site if an admin changes the location.
Uninstalling removes your Intercom connections
Because the app's data now lives in Forge storage, uninstalling the app removes that storage too. At this point, it holds only your Intercom connections. Conversation links and settings stay in Jira as before. If you reinstall, you'll need to reconnect each Jira space to Intercom.
If you uninstalled by mistake, Atlassian keeps Forge storage for 28 days after an uninstall. Reinstall the app and contact us within 21 days of uninstalling. With your consent, we'll ask Atlassian to restore your connections to the new installation.
Every domain the app may contact is now listed
Before version 6, the app declared a broad wildcard address that let its screens open any address. Version 6 replaces the wildcard with an explicit list of every external address the app may contact or load content from. What was hidden behind the wildcard before is now visible to Jira administrators. Listed domains now include:
- Intercom-owned domains: the Intercom API in each region (US, EU, and Australia), and the asset domains for avatars, images, and attachments. Intercom publishes these domains in its Content Security Policy guide.
- Sentry, our Atlassian-approved application performance monitoring provider. Sentry lets ToolsPlus know when the app fails unexpectedly and where it needs improvement.
- ToolsPlus-owned domains for our website, docs, and supporting Forge platform services.
Links in the user interface to any of these domains open directly. For all other links, Jira asks the user to confirm before opening.
Why the update needs your approval
App version 6 is a major version update because the new explicitly listed domains require admin approval (even though the result is a narrower permission set than the previous wildcard). If your site is still on version 2.x (Connect platform), you will also see the Forge permission scopes being requested with the update.
On Forge, minor updates install automatically, but major updates stay pending until a site administrator approves them. We highly recommend regularly checking and installing new major app updates. These will be much more common on Forge because permission sets are much more granular.
The app changelog provides a quick reference of everything that changed in each major version.
Approve the update before 31 January 2027
Atlassian's Connect app platform reaches end of support on 31 January 2027. Please update your Intercom for Jira installation before that date. We will start to phase out the older ToolsPlus-hosted app infrastructure in February 2027. Versions 1 to 5 depend on that infrastructure, and version 6 doesn't.
In Jira, open Apps (⋯) → Manage apps, then click Take me there to open Connected apps. Find Intercom for Jira, which shows an UPDATE status (if you are still on app version 2.x, you will also see a LEGACY status), and click View app details. That screen also shows the version you have installed. Review the changed permissions, then select Update. Your data moves automatically, and no further steps are needed. The migration guide includes the same steps in more detail.
If you have any questions about the update, contact us.