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Why the astounding silence on some upvoted tickets ?

cabrol

Hi dear Atlassian Community support.

As I received this morning this email telling me that there is always someone to answer our questions. I want to ask why the community of users is not getting any answer related to well upvoted tickets ?

https://jira.atlassian.com/browse/BCLOUD-18559

https://jira.atlassian.com/browse/BCLOUD-10600

Even a negative answer and a closing of a ticket is an answer. But what is observed is that the customers are simply being ignored here (one of the tickets have been opened for 2 entire years).

In the hope our request will get your attention

Kind Regards

Accepted answers

Nic Brough -Adaptavist-

Have a look at the rest of the backlog - would you think you'd be able to answer that many requests and update them regulary?

All comments

Nic Brough -Adaptavist-

Have a look at the rest of the backlog - would you think you'd be able to answer that many requests and update them regulary?

cabrol

Hello Nic,

Thanks for having taken the time to answer.

We get that Atlassian developers have many more critical tickets to deal with.

But I would not call a 2 years silence "regularly". Having a status update would be nice (even if not that frequent). It is not the same as implementing the solution but still tells us whether something will ever happen on one front or not.

If 2 years is too short to get to follow up on a (well upvoted) ticket opened by your clients, maybe you are understaffed...

We are a growing team of 15 people already using your paid for cloud solutions (Confluence + Jira + Bitbucket). And knowing that our requests will get answered is important for us as we grow with your products.

In the meantime we will continue upvoting tickets in the hope they get picked or answered at some point.

Dusan Cervenka

I can put some numbers here from what i see in backlog (so we have official history and we can compare in future):
overall 58086 opened tickets->mermaid ticket 275position based on votes, bcloud 3633 opened tickets->Mermaid ticket is on 22position based on votes.

Nic Brough -Adaptavist-

Again, have a think about the numbers. 5,000 employees, 58,000 open issues. Many open for a lot longer than 2 years and far more highly voted on.

Now narrow it down to that one subject - bitbucket cloud only has a couple of product managers and a handful of developers, and there are 3,500 open issues with it (and that's just the public-facing stuff, there's more support issues).

Atlassian doesn't bother to do "regular update that a request is low priority and we are not doing it just yet" because the customer base should be able to infer that from the fact that there has not been an update. No good organisation would hire people to be paid to do make that pointless noise, they should be hiring people to be be meeting the requests (or analysing them and explaining why it's a no)

If it takes 15 minutes to go chase up why a request is not moving and write something up about it regularly, one full-time person on that would be able to do one update per issue every six months, on just a 3,600 issue backlog.

You just can't justify wasting so much time on that. It's not even about being understaffed - it's about actually getting stuff done - personally, I would rather hire someone to deal with issues instead of spending time explaining why they've not been done (I'm not an Atlassian though, I don't know how they think on this) . And bear in mind Atlassian are commercial - they're there to make money. Can you show how employing someone to do this generates income that would offset their salary?

It's not up to me (I'm not an Atlassian), but if it were, I'd be tempted to put a banner across all of Jira issues explaining why we have a large backlog, why we leave issues open for a long time (because we are interested in doing them, but have other more important stuff to do) and a pointer to the docs on how stuff is prioritised.

2 years is not unusual for an issue to be ignored. I waited 6 years for an update on something I raised against Jira 2. I'm still waiting for a useful update from BMC (Remedy) on two things raised against their software for a lot longer (I don't expect much, given that Remedy is legacy software just waiting to be replaced now and is never going to fix anything)

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