Contact support outside of the support site?

[Will Kelly]

Good morning,

We use JIRA cloud for our research operation. We submitted payment to Atlassian through our comptroller, but it never posted to our account and our JIRA was canceled this morning as a result. I have submitted a few help tickets to resolve the issue to Atlassian customer support, but get a “You do not have permission to view this request.” When I try to see what their response is.

My tickets with support keep getting closed without me being able to see them and our JIRA Cloud site is still inaccessible.

Has anyone else had this problem? Does anyone know of a way to contact support without going through their support site? Everything that I have tried just keep redirecting me back to the support site, but this doesn’t help me since I cannot see the tickets or resolutions. Thank you.

V/r,

Will

[Angélica Luz · Accepted solution]

Hi Will,

Thank you for reaching out to Atlassian Community!

I see that you created the ticket using the same account (same email) that you use here in community, so you need to make sure that when viewing the ticket, you use this account.

Please, try to access the ticket by opening our portal link using incognito window https://getsupport.atlassian.com/servicedesk/customer/portal

I’ll let them know that you are facing issues to access the ticket.

Regards,
Angélica

[Will Kelly]

Angélica,

Thank you for your help. The issue has been resolved and I am now able to see the  past tickets. I was also  able to resolve the billing issue with support as a result. Thanks again for the out-of-band assistance.

V/r,

Will