Does Atlassian no longer sell licenses direct to customers?

[brandon_fingerhut]

I am looking for any recommendations on how to contact Atlassian so that we can purchase additional licenses.  My team has been reaching out for a couple months now trying to get a quote and there is no response.  We have multiple cases open with Atlassian support requesting specific license quantities but have not received a response.  Are there paths to escalate?  A phone number to call?  Anyone have any guidance on this?

[John Funk]

Hi Brandon,

Let me see if someone from Atlassian can come here to check on this and maybe escalate things. Is there an Escalate option on any of the open support tickets that you have? 

Please have that list of ticket numbers/links handy. 

[brandon_fingerhut]

No escalate option.  I do have a list of all the cases I have open, some as far back as December 2025 awaiting a response all asking for the same thing.

Thanks to AI, I was able to find an email address of someone who might be able to assist and have emailed them, but I am not holding my breath.

I am just curious, is this the level of support most experience with Atlassian or am I describing a unique experience?

[Trudy Claspill]

Just to note, there was a reduction in staff at Atlassian not too long ago. That could be affecting the response time on your requests. 

I haven't interacted with the Sales team, so I don't have any first hand experience regarding their SLAs. What you are experiencing is not what I have experienced when contact Technical Support.

[brandon_fingerhut]

It’s concerning to hear that Atlassian is reducing its workforce when there appear to be clear gaps in customer support capacity and processes today. While I may be overstating slightly, having customer cases sit open for three or more months without even an initial acknowledgment does not reflect an organization that is operating at an enterprise-ready level.

[Samuil Enchev]

Hi @brandon_fingerhut

Thank you for reaching out.

I have gone ahead and created a ticket on your behalf with Atlassian's Billing and Licensing Team. The ticket key is GROWTH-3447237. 

Please keep an eye out for an email notification about this quote request.

Regards,
Samuil

[Samuil Enchev]

Hi @brandon_fingerhut

I wanted to follow up on your request. I previously attempted to raise a ticket for you, but for a quote request, Atlassian policy requires the request to come directly from the account owner. This ensures the quote is correctly linked to your account and that you receive the official documentation directly.

I’ve checked our records and couldn't find any active tickets from your organization about a quote request. To help me track this down, could you please share your ticket key here? It should look like CA-XXXXXX, PCS-XXXXXX, or JST-XXXXXX.

Note: Please only share the ticket key and avoid posting sensitive info as this is a public forum.

If you can't find a ticket key, here is the best way to reach our Billing team for a new license:

1. Visit our Atlassian Support: Pricing, Billing, & Licensing | Atlassian page.

2. Under How can we help you? select Quotes and plan changes.

3. Under Choose a topic select Create a new quote.

4. Fill in the remaining details (mention you'd like to purchase additional licenses)

5. Click Submit.

Once you have a new ticket key, drop it here and I’ll make sure it’s on the right radar for you!

Best regards,
Samuil

[merry chriistmas]

That sounds frustrating. If you haven’t received a response through regular support channels, you can try reaching out to Atlassian’s Sales team directly via their official contact page. Sometimes submitting a request through the “Contact Sales” form gets faster attention than support cases.

Additionally, if your organization has a designated Atlassian account manager, contacting them can help escalate license requests. Otherwise, posting in the community can sometimes get a response from Atlassian staff monitoring the forums.

[brandon_fingerhut]

We have been opening cases through the Sales team official page.  They just never respond.  Most recent one has been open for 48 business hours and no response.