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Unable to raise a Support Request

Mark Capill

I am trying to raise a support request via the Atlassian Support page after the AI bot advised that a support request was the only solution because the open tickets to add the required feature are in the backlog. Despite being an Org Admin on a Premium Instance there is no option to raise a ticket, only the opportunity to speak with the AI Bot that has already told me it cant help. Any ideas why the ability to raise a request has been removed and all we are left with is an AI bot.

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Trudy P Claspill

Hello @Mark Capill

Welcome to the Atlassian community.

Do you not see the Raise a support request option below the AI dialog?

Screenshot 2025-09-09 at 4.32.33 PM.png

Grace Lee_fa8o1q

This can happen if you’re not set up as a billing or technical contact on the account; even being an Org Admin doesn’t always give you the option to raise a ticket. You might want to check in the admin settings who the listed support contacts are, since only they can open requests. If you’re not on that list, you’d need to ask one of them to either add you or submit the request for you. If it still looks wrong, you can try the general Atlassian contact page to get through.

Mark Capill

Screenshot 2025-09-10 at 2.31.18 PM.png

Mark Capill

Sorry not an option 4 me..... just AI chatbot loop of death.

Mark Capill

Of course that makes sense. Make the Billing contact the only person who can raise a support issue. Why would an Org Admin ever need to do so..... FFS.

Let me see what I can find. Those roles don't stand out in the Directory search list.

Trudy P Claspill

What URL are you accessing?

Can you double check the identity that is shown when you click your avatar in the support portal, and make sure it is the one that is granted Organization Admin privileges?

Have you tried in another browser application or private browser window?

I have not ever heard of a scenario where a person granted Organization Administrator privileges was unable to create a support case

Prachi Bolar

Hello Mark

Welcome to community

As Grace mentioned the reason is not having a billing contact. You can reach out to our billing team here directlty : https://www.atlassian.com/company/contact/purchasing-licensing?#/

They should be able help you add a billing contact.

If you facing any issues raising ticket with them as well let us know and we can try raising a ticket from our end

Thank you,

Prachi

Karan Sachdev

Hey @Mark Capill

Did you try to ask your query to the AI agent directly? It could be as simple as 'Talk to support'.

Once you enter a query and get an AI response, you should have the option to raise a support request.

Thanks!

Mark Capill

Yes and the AI chatbot told me to raise a support request, but no matter the option was not available because unless you are registered as the Billing or Support contact its not an option.

Herein lies the problem. Despite being an Org Admin, that doesn't get you rights to raise support requests.

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