Ending sale of Atlassian-provided Incoming Call Routing numbers

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Earlier this year, we announced the full transition of Opsgenie’s capabilities into the Atlassian platform. With embedded operations capabilities into Jira Service Management, you can access a complete incident management solution to prevent more incidents, resolve incidents faster, and enhance productivity with AI-powered features on the Atlassian platform.

As part of the transition, we will be ending sale of new Atlassian-provided Incoming Call Routing numbers, effective December 18th, 2025. We know that for many Opsgenie customers, incoming call routing is an essential capability for managing and directing incoming calls based on on-call preferences. If you currently own and are using Opsgenie-provided numbers for Incoming Call Routing, you will still be able to use the feature until support for Opsgenie ends on April 5, 2027. In the meantime, we encourage you to consider migrating to Jira Service Management, where you’ll continue to have access to incoming call routing through Twilio-enabled numbers.

Note: While we’re committed to providing Incoming Calls until Opsgenie’s end of life, changes in the regulatory compliance required to host an incoming call number in a particular country may require you to transition ahead of the April 5, 2027 date.

Here are our recommendations based on these common scenarios:

• For Opsgenie customers that have an existing Atlassian-provided number and are planning to migrate to Jira Service Management: Port your current numbers to a Twilio account before completing the migration process
• For Opsgenie customers that have an existing Atlassian-provided number and are not yet planning to migrate to Jira Service Management: No immediate action is needed – you may continue to use your Atlassian-provided number(s) as normal. However, we recommend that you port your current Opsgenie numbers to a Twilio account before Opsgenie’s End-of-Life date on April 5th, 2027.
• For Opsgenie customers who have not claimed or used the Atlassian-provided number as part of the Standard & Enterprise plans: You may claim your included number before December 18th, 2025 – the number will be available until Opsgenie’s end-of-support date (April 5, 2027). Should you migrate to Jira Service Management, you will need to port your number to a Twilio account.

We’re here to support you during this transition process and ensure that there are minimal disruptions to any existing workflows. If you have an existing Atlassian-provided number, we’ll be sending you a separate email with more details on how to take action. In the meantime, here are a few resources:

• How to port Opsgenie phone numbers to Twilio

• Add incoming calls in Jira Service Management

• Twilio help center

• Twilio documentation for acquiring phone numbers

Lastly, feel free to share your questions in the comments section and we’ll make sure to address them as soon as possible. For specific questions related to your subscription, please contact our Support team.

With much appreciation,

The Atlassian team