Do we have an email address to contact the Atlassian Support team?

[Phuong Diep]

Do we have an email address to contact the Atlassian Support team?

[Phuong Diep · Accepted solution]

The available options on the support page don’t have my specific question. https://support.atlassian.com/contact/#/

[Phuong Diep]

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

[Muhammad Yusoff Jamaluddin]

Can I know why this is the 'Accepted Answer'?

[Trudy Claspill]

@Muhammad Yusoff Jamaluddin 

Welcome to the Atlassian community.

I see you asked about how to contact support in your own post here:

https://community.atlassian.com/forums/Bitbucket-questions/How-and-Who-from-BitBucket-Support-I-can-contact-to-ask-for/qaq-p/3214137

As to why this thread was marked as the Accepted Answer, the answer is accepted usually by the Author of the question. For this post the the answer to "is there an email for contacting Atlassian Support" is no, Atlassian does not provide a public email for contacting support.

For an Enterprise client, as indicated by the tags on this post, they do provide a phone number specific to the client, and they may provide an email that is also specific to the client. For non-Enterprise clients the Portal (the URL specified) is the method for contacting Atlassian support.

And, as noted in the answer on your own post, for Free subscription clients the support option is this user community. 

[Trudy Claspill]

Hello @Phuong Diep 

Does this relate to your other post?

Atlassian CSM for Disney Account 

Are you an Organization Admin or one of the designated points of contact for your company with Atlassian?

Have you reviewed internal communications your company has from Atlassian?

There is often a Confluence space set up by Atlassian for each Enterprise client to facilitate collaboration. Does your company have information about such a space?

If you can't find any internal communications I recommend that in the support portal you select Technical Issues and Bugs, then ask about how to find out who your CSM is. The support team can redirect you if needed, or transfer your case to the people who can help you.

[Phuong Diep]

thanks the inf does not meet my support needs. The assistance provided falls short of the standard I have received from other applications.

[Trudy Claspill]

Hello @Phuong Diep 

Are you referring to the level of "support" received here in this user community where Atlassian product users are all volunteering their time trying to help other users? Or are you referring to the level of support provided by Atlassian themselves?

The tags on your post indicate you are on an Enterprise plan. If that is accurate then per this page you have access to 

• 24/7 support for all issues

  30-min response time for critical issues with dedicated phone number and senior support team.

Since we are users of the Atlassian products under our own subscriptions we do not have access to the information about the dedicated phone number available under your subscription. That information should be available in communications that your company has received as part of your agreement with Atlassian.

Your post tags don't indicate if you have administrator access to your Atlassian products. If you do not, I recommend that you reach out to the members of your company that do have that access. They should be able to provide you with the information you need to contact Atlassian support, or they will be able to contact support on your behalf.

[Phuong Diep]

thx

[Carlos Garcia Navarro]

Hi @Phuong Diep , The link you shared is the one to contact Support. Can you share your specific question here, and maybe we can help? Thanks!

[Carlos Garcia Navarro]

For completeness, while there is no email of phone number for Support, there seem to be actually a few email addresses to use if the portal is down (which is not the case as I write this post): https://confluence.atlassian.com/support/contact-support-temporary-channel-950800787.html

But with the portal working, using the  https://support.atlassian.com/contact/#/ link would be the way to reach out to Atlassian support.

[Phuong Diep]

Thanks Carlos the inf does not meet my support needs. The assistance provided falls short of the standard I have received from other applications.