how do i get a support ticket going?

[George Harris]

this support system stinks. I cannot open a ticket because the "auto-whatever" does not recognize our site id and will not move the request to the next step. There is no email or phone number to tell anyone about this.

[Marc -Devoteam-]

Hi @George Harris 

Based on your tags you are running on a Premium instance, is this the case or is it a free tier.

Free tier is not applicable for support, this is in the guidelines of a Free instance.

If you are on a paid tier, you need to be in an admin role to raise support request related to your instance as in most cases logs, HAR files or other information that only can be provied by an admin is required

Space admin is not an admin role that qualifies as well, to raise support tickets.

[Trudy P Claspill]

Hello @George Harris 

Adding to this...

If you are not an Admin (Jira application admin or Organization Admin) you will need to raise the issue to those people within the team that owns/manages the Jira instance you are accessing.

Customers of Atlassian products manage the products themselves (or pay somebody to do it for them), creating a myriad of custom configurations that Atlassian staff does not keep track of. Given that, those admins are expected to triage problems and only then raise to Atlassian the ones they can't answer/solve themselves.

[Jean Horn]

Hello there! Welcome to the Atlassian Community!

I completely understand your frustration. Getting stuck on a support portal form when you just need to get help for your site is really stressful, especially when you're trying to resolve an urgent issue. Let’s get this sorted out together!

Yes, it is possible to bypass the automatic site identification! You can submit a ticket by selecting the general product on the right side of the screen, or ensure your account has the correct permissions to auto-detect your site. Note: Atlassian does not offer direct email or phone support.

Step-by-Step Solution

On the Atlassian Support Portal (support.atlassian.com), the selection screen is split into two columns:

1. Left Column: "Choose from your licenses"
   • This section lists all active products and instances linked directly to your account (where you have active licenses, user access, or Org Admin / Technical Contact privileges).
   • Selecting your specific site here (e.g., your-domain.atlassian.net) routes your request directly to the priority queue for your tier.
2. Right Column: "Or select an app"
   • This section lists all Atlassian products generally (Jira, Confluence, Jira Service Management, etc.), regardless of whether your site is automatically detected.
   • How to proceed: If the auto-recognition fails or your site ID isn't appearing on the left, click on the specific product on the right column. This will allow you to manually fill in your site details and move to the next step.

Important Notes & Troubleshooting

• Direct Email / Phone Support: Atlassian does not provide a direct email address or inbound phone number for support tickets. All requests must be submitted through the portal to ensure proper security, routing, and SLA tracking.
• Permissions & Support Tier: Since you are on a Premium plan, you are entitled to 24/7 priority support with a 2-hour response time for critical issues. However, if your account is not listed as a Technical Contact or Organization Admin, the system might not automatically link your profile to your Premium benefits.
• Action Item: Check with your Organization Admin via admin.atlassian.com to verify that your email is registered as an authorized contact for your instance.

I hope this helps you get your request through! Give the right-hand column a try, and let me know if you manage to submit it. If this answer resolves your issue, please consider marking it as "Accept Answer" so other community members facing the same issue can find the solution faster!