Contact Support page is broken

[Justin Hammack]

https://support.atlassian.com/contact#/

In the "What is your URL?" field, I type in our site name (like the super-sophisticated example shows) and it is 'not found'.  That's pretty bad.  Can you please fix this?

[Trudy P Claspill · Accepted solution]

Hello @Justin Hammack 

While I understand your frustration with the message that is displayed being misleading, it is an unfortunate fact that at this time that is the message you will get if you are not authorized to create support cases with Atlassian technical support.

This document outlines who is eligible to open an Atlassian technical support case.

https://confluence.atlassian.com/support/eligibility-for-support-tickets-for-atlassian-cloud-979419943.html

If you are not granted an admin role (i.e. Organization Admin, Application Admin, Billing Admin), or are not the designated Technical Contact for the application for the site URL you enter, you will not be able to open a support case directly with Atlassian. You will have to escalate to the people within your company who are the admins for your Atlassian products, and they can open the support case for you.

Atlassian keeps a record of the specific Atlassian Cloud Accounts that are authorized to create support cases for each site. The support form is taking your account and looking for that association to the site URL you provided. If that is not found then you get the somewhat misleading message that the URL is not found. The more accurate message would be that you are not authorized to open a support case for that site. 

Given that we are a user community, and users of the Atlassian products just like you, we don't have the power to change the message that is displayed or the logic that causes it to display.

I hope that provides you with at least an explanation for your experience, though I understand it does not provide the answer/solution you desire.

[Violeta Tuncheva · Accepted solution]

Hi @Justin Hammack

Hope you are well.

As several Champions suggested already, the reason you're unable to open a technical support ticket is likely because only site administrators have permission to submit technical support requests in Atlassian's support portal. This is a requirement from Atlassian's side to ensure that support cases are managed by someone with the necessary access and context to implement any recommended changes on your instance.

You can contact your site admin and ask them to submit the technical support ticket on your behalf. They can include your details and describe the issue you're experiencing.

Once your admin submits the ticket, they can add you as a participant so you stay in the loop on any updates.

Kind regards,
Violeta

[Justin Hammack]

@Amanda Barber has the answer, but I can't mark it as such.

[Arkadiusz Wroblewski]

Hello @Justin Hammack 

First, you must be an Admin or Billing Admin to open a ticket.

Second, if you are on a Free subscription, you are limited to community or Billing support.

https://www.atlassian.com/company/contact/purchasing-licensing#/ 

Best,

Arek 🤠 

[Justin Hammack]

That's a non-answer.  If I can get to the page it should work.

So, free tier gives you a unique atlassian.net host?

[Arkadiusz Wroblewski]

Here you get some explanation 

https://confluence.atlassian.com/support?act=home 

Which Subscription you have ? Free or Standard?

[Justin Hammack]

Enterprise, I'm sure, as my company must be paying $$$$ for service.

But the problem has not been addressed.

[Amanda Barber]

@Justin Hammack - seems there may be a bug here. I'll flag it with the Atlassian folks. 

[Arkadiusz Wroblewski]

@Justin Hammack 

Exactly what @Trudy P Claspill said.

You need to understand this as a kind of escalation concept.

Only specific people in a company are usually entitled to raise support requests, such as admins, organization admins, or billing admins. There is a reason for that: users should normally report problems to their internal admins first, and those admins can then investigate and escalate the issue to Atlassian if necessary.

Otherwise, you can imagine the chaos if every licensed user opened support tickets directly without involving their own administrators.

Support entitlement also depends on the subscription tier, as different subscription plans include different levels and forms of support.

And sorry for the late reply, sometimes we all need some sleep. 🙂

[Justin Hammack]

Thank you, @Amanda Barber for understanding the actual problem and taking action. 👍

[Amanda Barber]

Hi, @Justin Hammack - It looks like Trudy P Claspill and Arkadiusz Wroblewski actually had a bigger picture view of what was happening here. An Atlassian support person still may chime in on this request, but may not be able to change anything on your behalf.

As Trudy mentioned above, 

If you are not granted an admin role (i.e. Organization Admin, Application Admin, Billing Admin), or are not the designated Technical Contact for the application for the site URL you enter, you will not be able to open a support case directly with Atlassian. You will have to escalate to the people within your company who are the admins for your Atlassian products, and they can open the support case for you.

[Justin Hammack]

Thanks, Amanda.  It's still a terrible UX and just makes it look like the form is broken.