Support — Support Attachment Sync for Jira

How to reach us

There is no ticket portal and no chat widget. Email reaches a person.

We aim to reply within two business days. We are one person, in Japan (UTC+9), and we do not staff nights or weekends.

Support hours: Monday to Friday, 9:00-18:00 JST (UTC+9). Outside those hours the Marketplace listing shows this app as CLOSED. That is the clock, not a fault.

Our Marketplace listing states a target response time of 48 hours. Read that as the two business days above: the clock counts business days and does not run over a weekend, so a request that arrives on Friday evening is answered by Tuesday evening rather than on Sunday. They are the same commitment, counted two ways.

Atlassian's Marketplace links to this page under the heading Service Level Agreement, so this is the page to read for what we commit to. What is written here is a target we expect to hold — not a contractual service level agreement with credits or penalties. The app is sold without one.

What to include, so the first reply is useful

You do not have to gather all of this. Anything you have shortens the exchange.

Your Jira site URL — the something.atlassian.net part.
The issue key the sync was meant to write to, for example SUP-412.
What the issue panel said, word for word. "Sync failed" and "2 synced, 1 failed" send us to completely different places.
What the settings screen said under Has Intercom reached us?
Roughly when it happened, with your timezone.

Please do not send us Intercom access tokens, client secrets, or Jira API tokens. We never need them. If you have already pasted one into an email, treat it as compromised: rotate it in Intercom's Developer Hub and tell us, and we will delete the message.

We have no access to your Jira site or your Intercom workspace, and we cannot open a conversation, an issue or a file. What we can see is the app's own diagnostic log: issue keys, Intercom conversation ids, counts and sizes, your Intercom workspace name, and the error text Jira or Intercom returned. The privacy policy lists it exactly. Everything else comes from what you tell us.

Things that are working as intended

These come up often enough to answer here.

There is no Support attachments panel on my issue. Jira does not show an app's issue panel until someone adds it, and it has to be added on every issue separately — adding it to one issue does not add it to the next one you create, not even one of the same work type. On the issue, click the apps button (the round icon next to +, under the title) and choose Support attachments. This is Jira's behaviour and there is no setting in this app that changes it. If the app appears under Settings → Apps in the left sidebar, it is installed correctly.

"Not linked to any issue" in yellow, right after setup. That is a healthy setup. It means a real Intercom notification arrived and the whole path works — you simply have not linked that conversation to an issue yet.

Nothing happens when I press "Send a test request" in Intercom. That button is inconclusive: nothing syncs from a test request, and an unchanged settings screen afterwards is not evidence that anything is broken. The check that does work is to reply on a conversation you have already linked to an issue, then read Has Intercom reached us?.

A file was skipped as "too large". Your Jira site has its own attachment size limit, set per site, and it is often smaller than Intercom's 100 MB. The stricter of the two wins. A site administrator can raise it under Jira settings → Issues → Attachments.

Automatic sync does nothing, but the manual button works. The usual cause is Topics: the webhook endpoint is registered in Intercom but no Topics are subscribed, so Intercom sends nothing at all. Check that first. The other cause in this release is a notification that did arrive and could not be queued, which is not shown on the settings screen at all — see the status page. The full decision tree is in the setup guide.

Known limitations

We would rather you find these here than after buying.

Intercom® is a separate, paid product. This app does nothing without a paid Intercom subscription on a plan that allows creating an app in Developer Hub. It is sold and licensed by Intercom, Inc. under your own agreement with them, and we do not resell it.
Intercom's US region only, in this release. This version connects to api.intercom.io. Workspaces hosted in the EU or Australia use different Intercom endpoints. Support for both is written and ships in the next release.
Setup needs one person who is both a Jira administrator and able to create an app in Intercom's Developer Hub. About fifteen minutes, once.
Very long conversations. Intercom does not always return every part of one. This release says so in the result block after a sync has run — it does not warn you when you first link the conversation, so the attachment list can look complete before you sync. The next release warns on the panel itself.
Attachment contents are not stored by us. Files pass through to your Jira issue. That also means we cannot recover a file for you after the fact.
Some attachments do not sync in this release. Intercom serves attachment files from a pool of hosts, and this version declares only part of that pool as a permitted destination, so a file can be refused before it is fetched. Files an end customer sent through the Intercom Messenger are the ones to expect this on — Intercom's own integration guidance lists a separate host for Messenger uploads, and that host is not among this release's declarations, so those files are expected to fail consistently rather than now and then. We have not measured which host serves any given file. Other files fail depending on which host Intercom used, which is what makes the rest look intermittent. The next release declares the full set. The panel does not name the reason — it shows only N synced, M failed, and the download error stays in the sync record. If the failed count is not zero and Intercom shows attachments you cannot find on the issue, this is the likely cause. Tell us and we will confirm it.
Automatic syncing can stop for fifteen minutes at a time. If an incoming notification cannot be handed to the app's internal queue, the endpoint answers with an error and Intercom stops delivering to it for fifteen minutes. Nothing appears on the settings screen while this happens. The workaround is the manual Sync attachments button on the issue, which reconciles the whole conversation. Fixed in the next release.
A file a customer sent can be skipped because a similarly named file is already there. To avoid uploading the same file twice, the app ignores a trailing number in brackets when it compares names, so screenshot (2).png is compared as screenshot.png. It cannot tell a number it added itself from one a person typed. If someone has manually attached screenshot (2).png to the issue and a customer then sends a screenshot.png of exactly the same byte size, the app treats them as the same file and skips the customer's one, under skipped. Different sizes are unaffected. No fix written yet — the fix is to limit that rule to names the app generated itself.
A sync that runs longer than about two minutes stops updating the panel. The panel keeps showing Syncing…. The sync itself carries on and the files still arrive; reopen the issue to see how it ended. Fixed in the next release.
A refused sync gives one message, whatever the reason. When the panel refuses to start a sync it shows Could not start the sync. and nothing else, so an ended trial looks exactly like a permission problem. Check the licence under Jira Settings → Apps → Manage your apps first, then whether you can add an attachment to that issue by hand. Fixed in the next release.

Security and data protection

Privacy policy — what is stored, and what leaves your Atlassian site.
Data processing agreement — the Article 28 terms we process under. If your organisation requires its own DPA, send it to us.

IDEAL WORKS is a new, independent vendor. We do not hold SOC 2 or ISO 27001 certification, the app is not Cloud Fortified, and we run no bug bounty. We state that plainly rather than let you find out during procurement.

If you believe you have found a security problem, email support@conduitworks.dev with "security" in the subject line. We aim to acknowledge it within two business days. We do not pay bounties, and we will say so up front rather than waste your time.