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Support not responding for over one month

hy_zs70yj

Hello,

does anyone know what I need to do so that the Atlassian Support responds?

We urgently need to change our license model so we can add more people. A lot of people are currently blocked from working because they don't have a license.

At this point we are considering switching tools entirely as we can't depens on Atlassian.

Accepted answers

All comments

Tomislav Tobijas

Hi @hy ,

Can you share which channel you have used to reach out to the support team? Generally speaking, licensing questions can be raised here, Atlassian Support: Pricing, Billing & Licensing, but I can also ping someone from the forum support team to maybe take a look at your existing ticket and escalate this if needed. 👀

Cheers,
Tobi

hy_zs70yj

Hi @Tomislav Tobijas

thank you, that's where I opened the ticket.

The ticket keys are:

GROWTH-3451386 (original ticket)

GROWTH-3452551 (new ticket as there was no response in my original one)

GROWTH-3459260 (complaint about not responding to the first two tickets for one month)

Best regards,
Yannik

Rilwan Ahmed

Hi @hy ,

I have asked Atlassian support for assistance on this thread. Hopefully they will respond at the earliest.

Tomislav Tobijas

Thanks for sharing this @hy !

We've reached out to forum support and I can also see that Rilwan pinged Atlassians in Champions channels. I really do hope someone will get back to this and post an update 👀

I'm curious, though, what happens to be an issue with your licensing model?

Trudy P Claspill

Hello @hy

Welcome to the Atlassian community.

While I'm not able to help directly with changing your license model, I was wondering if you would share with us what type of change you are trying to make? What is the current license model? What are you trying to change to?

We might be able to offer some advice for you to self-serve based on your reply.

i.e.

Are you trying to change from annual to monthly?

Are you trying to change your user tier?

Are you trying to change your plan; i.e. upgrade to standard, premium or enterprise, or downgrade to free, standard, or premium?

Also are you managing your licensing directly or going through a licensing partner?

Tomislav Tobijas

@hy I've heard someone from the sales team reached out to you via GROWTH-3459260. Hope you'll manage to clear this out. 🤞

Samuil Enchev

Hi @hy

I'm sorry to hear your initial tickets went unanswered. Once I saw your post, I checked the status of your latest ticket (GROWTH-3459260) and can see that the assigned agent has since responded. Following some back and forth, the ticket has been resolved.

I apologize if the outcome wasn't what you were hoping for.

Best,
Samuil

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