How can I complain about Jira/Atlassian's customer service support??

Question

I have been trying to assess my project and obtain some help in any form or shape to my issue and the response is always the same.

My previous employee created a project on a free version of Jira and placed an email with an alias which does not exist anymore, as the admin of the project. This email will not receive any more email as she DELETED the alias. It has caused me all sorts of issues and Jira was created with this alias.

Now, as the owner of the company, I do not have admin access to this project, which was being widely used and I wanted to upgrade even so I could have more of it.

Unfortunately Customer Service keeps sending me emails saying I am not authorised to receive any help as I am not the admin email registered.

Seriously, today I give up! I will also place a review about you guys, shocking customer service support, never seen anything like that and regreat any minute of my decision of choosing this as a platform. I will now start from scratch.

Earl McCutcheon · Answer

Hello @Glaucia Cintra ,

I Checked into the details of the support request that you have open with us currently in regards to this issue, and it looks like there were errors in the access request form that need to be corrected before we can take any additional actions.

Please review the request at the following link for the additional data that is needed to start processing the request:

* https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-3340794

These steps are legal requirements that Atlassian must adhere to for compliance with data security protocols covered at atlassian.com/trust, All steps and fields must be filled in via the official form the customer advocates team sent you otherwise no additional actions can be performed by any Atlassian staff in regards to this case.

Regards,
Earl

Trudy P Claspill · Answer

Hello @Glaucia Cintra

Welcome to the Atlassian community.

Here we are a community of users of the Atlassian products. The majority of us are not employees of Atlassian.

I'm sorry you have had an unsatisfactory experience with Atlassian support. Since we are users, we don't have access to your support case nor do we have any extra administrative access to the Atlassian ecosystem beyond our own subscriptions to the products.

I will try to offer some advice that might help you resolve this.

Did the user really create just a Project within a Jira Cloud subscription, or did they sign up for a new Jira product subscription with the alias? Is the alias using an email domain that was claimed by your company? Can your company provide Atlassian with proof that you own that domain?

Does your company manage your email addresses? Can your company create an email account that uses that alias, and use that to connect to Atlassian Cloud and reset the account login?

If the previous employee signed up for a Jira subscription using an email alias that does not use a domain that your company can prove you own, Atlassian may be legally blocked from giving you access to that environment. From their perspective if you cannot prove in some manner that your company has a legal right to access that site, then then giving you access to it would be a violation of their own contracts and terms of service for their products.

I am flagging this post to raise it to the attention of the Atlassian team. They should respond within 2 business days. Be prepared to offer them evidence that the site was created by a former employee for purposes of your company's use.