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Obtaining Support to change/upgrade our Atlassian Products

Daven Combs

I have been attempting to come in contact with a Sales person via our Support portal and online forms so that we can move our monthly billed, individual service use, combined into Teamwork Collection Enterprise. I've filed at least 2 tickets over the course of several weeks and have gotten no response at all from anything. Is there a different, more reliable and timely, method for obtaining support for this type of request that I'm somehow not finding? Looking for rather fast response as we would like to have this done by the 13th.

Accepted answers

Viswanathan Ramachandran

Hi Daven,

If you have raised support ticket, do you see the option to Escalate?

The community members, we have no access on customers support ticket. Atlassian team also sometimes watches posts and they can help.

For now, I have flagged and requested to support team. Hopefully, you will have an response.

Samuil Enchev

Hi @Daven Combs,

Thank you for reaching out!

I’ve located your tickets (GROWTH-3475337 and GROWTH-3476160) and requested that they be expedited.

Please note that our Billing team is currently handling a high volume of requests, which is resulting in longer response times than usual. A team member will follow up directly in one of the two tickets as soon as possible.

Thank you for your patience and understanding.

Best regards,
Samuil

All comments

Viswanathan Ramachandran

Hi Daven,

If you have raised support ticket, do you see the option to Escalate?

The community members, we have no access on customers support ticket. Atlassian team also sometimes watches posts and they can help.

For now, I have flagged and requested to support team. Hopefully, you will have an response.

Daven Combs

I do not see an Escalate option in my support ticket. It's possible because I marked the ticket as a 'change_cloud_plan' and it could be getting routed to some lower priority queue? We've had significant complications and frustrations getting timely human support from Atlassian and it stinks not having a dedicated AE we can reach out to.

Samuil Enchev

Hi @Daven Combs,

Thank you for reaching out!

I’ve located your tickets (GROWTH-3475337 and GROWTH-3476160) and requested that they be expedited.

Thank you for your patience and understanding.

Best regards,
Samuil

Daven Combs

Hi @Samuil Enchev, it seems to be taking an unreasonably long amount of time for this to be handled for it to be considered 'as soon as possible'. We filed GROWTH-3476160 on 10/6 (a week ago) and have had zero responses from anyone in the ticket. GROWTH-3475337 was filed 9/30 (2 weeks ago) and also no responses at all.

I would appreciate an update, and preferably an avenue to reach someone directly that can provide help. It is genuinely absurd to have to wait this long for any reason.

Samuil Enchev

Hi @Daven Combs,

You should have received an email from Support asking if you wish to proceed with TWC Premium.

Please check your inbox and spam and let me know if any issues.

Best,
Samuil

Daven Combs

Thank you @Samuil Enchev! I have seen the email and am now connected to someone. I very much appreciate any of your efforts to accomplish this for us!!

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