Is there a direct way to contact support?

Question

I'm going through the process of trying to submit a support request, but the system refuses to acknowledge my company's portal and I can't continue. Is there a direct way to contact technical support, at least to find out why Jira doesn't recognize my portal?

Technical Issue - A single user is not receiving notifications or emails from Jira

Company: Toyota Material Handling Australia

Portal: tmha.atlassian.net

Trudy P Claspill · Answer

Given that this is a user community, and I'm just another user, the best I can do is flag your post to raise it to the attention of Atlassian team members.

You could also ask another admin in your environment to open a support ticket with Atlassian about this, on your behalf.

I recommend that you double check the type of Admin role you were given. Are you sure it is one of the qualifying roles for eligibility to open support tickets?

Are you logged in to the support portal with the same identity that was granted the administrator role?

Are you sure you are entering your URL correctly?

When you click on What app is this for? do you see a list of URLs? Those are the sites/apps for which Atlassian recognizes you as an admin eligible to create support cases.

Jim Trinh · Answer

That's the thing, I am a recently promoted admin, but when I go to https://support.atlassian.com/contact/ it can't find the URL that my organization has. Thus, I can't even open a support ticket about this issue. Very frustrating indeed. Could a Jira support member contact me if possible?

Trudy P Claspill · Answer

Hello @Jim Trinh

Welcome to the Atlassian community.

For Premium subscription clients the only option for contacting Atlassian support is their support portal.

Only Admins are able to submit support requests at https://support.atlassian.com/contact/

Refer to the following page for details:

https://confluence.atlassian.com/support/eligibility-for-support-tickets-for-atlassian-cloud-979419943.html

If you are don't have one of the specified admin role then you Will need to escalate the problem to your admins so they can open the support request.

Here in the user community we can ask you questions and offer you advice about things to investigate related to the problem. In this case some of the questions we would ask are:

What type of project/space does this concern?

Does the user receive any emails at all from your Jira instance?

Is the user a customer, Jira licensed user or JSM agent licensed user?

Is the missing notification a customer notification or licensed user notification?