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How Can I Log a Support Ticket with Atlassian?

Nat Snelson

I have a user that is not getting email notifications. I am of the opinion that as he is the only user affected, it is an issue on his side, but he disputes this. After doing further research I found mentions of a suppression list within the admin centre, but if we can't find it, then only Atlassian can make changes to it via a support request. However, if I head to Atlassian Support I can chat with the AI, but it doesn't have the answers I need. Underneath the textbox there's the option to submit a support ticket, but it takes me back to the AI chat. I am on a paid plan and an administrator for my project. I asked the organisation admin to try the same just in case it was a tiered access thing, but he also cannot get to the stage where we can log a ticket.

Accepted answers

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Samuel Gatica _ServiceRocket_

Hi @Nat Snelson

After adding your question to the AI window, click on the stop icon and then "Raise a support request." This will open the form.

Best regards

Sam

Trudy P Claspill

Hello @Nat Snelson

Which of the options did you specify in the initial What can we help you with? selection?

You said you are an administrator of your "project". But are you an administrator for your Jira Product? If you click on the gear icon near your avatar in the upper right corner in Jira, what options do you see? Do you see "System", "Jira Apps", "Spaces", "Work Items" and others? If you do not, then you are not an admin for the Jira Product.

Opening a support ticket requires that you be a product admin, or an Organization admin for the Atlassian Cloud Organization under which your site and product subscriptions exist.

Have you tried in another browser application, or a private browser window, or after clearing your browser cache? Sometimes cached browser information can cause odd things to happen.

Nat Snelson

Hi,

I've tried a bunch of different options from the What can we help you with? selection and all of them take me to the chatbot. I am definitely an administrator and yes I can see those options. I've tried four different browsers with private and non-private windows and cleared all my caches.

Nat Snelson

Hi,

That just takes me back to the first step.

Paul Wiggers

Hello @Nat Snelson

I don't think you have to file a request with Atlassian for this. You can see if a customer is on a suppression list by going to the Customer Notification Log in your JSM Space.

Screenshot 2025-10-23 at 21.13.44.png

If a notification isn't being sent because the customer is on the list, it will show up there with the reason why. If the customer has been on the list for a while, you might just see that they are on the list, in that case, unblock them and try again to see the reason why.

Atlassian recently implemented individual removal of addresses by simply unblocking them through the notification log.

Does that help?

Nat Snelson

Thanks - is this within Jira Service Management? I've just been through every link I can find within our space and cannot see any mention of customer notification logs.

Nat Snelson

I am in a TMP and apparently only CMP spaces have access to this. How can I check whether my user is on the suppression list? I've now had comms from them providing proof that nothing from JIRA is hitting their mail server.

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