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How I can raise support ticket with jira team?

Elena Damaschin

I need help raising a support ticket with the Jira development/engineering team.

We currently have a company set up in Jira and would like to create a new company and migrate all existing data from the current one to the new one without losing any information.

Could you please confirm whether this is possible and advise on the steps involved?

Thank you!

Accepted answers

Tomislav Tobijas

Hey @Elena Damaschin ,

Is marrprocurement.atlassian.net free or a paid site? Raising a tech support ticket is only available for paid sites/apps. 👈

One other thing worth mentioning is that only app/org admin can actually raise support tickets via technical contact forms

As for creating new org, you can follow instructions listed here: Create an Atlassian organization > then, once you have organization, just navigate to Apps > Atlassian apps > Add app and enter whatever is required there.

Lastly, Lucija pointed some good references and you can find more about cloud to cloud migration here: Transfer data from one Atlassian app instance to another 📚

Cheers,
Tobi

Samuil Enchev

Hi @Elena Damaschin,

I understand this issue must be frustrating for you. I've created a support ticket on your behalf - JST-1361205. Please keep an eye on your email for updates, and we're here to help you through this.

Best regards,

All comments

Lucija Maric

Hi @Elena Damaschin,

I'm not entirely sure what you mean by a "company" in this context, as it could refer to different things depending on how your Jira environment is set up.

Could you clarify whether you're looking to move your data to a new Atlassian organization/site, or whether you mean migrating data between two Jira instances?

I'd recommend contacting Atlassian Support as well, since they'll be better placed to confirm the available options and guide you through the migration while preserving your data.

Elena Damaschin

Hi @Lucija Maric

We currently have an organisation set up under an existing name in Jira. We would like to create a new organisation alongside the current one and migrate all existing data to the new organisation without losing any information.

Our current setup includes multiple projects and integrations, so we would like to ensure that everything is migrated successfully and continues to function as expected.

Could you please confirm whether this is possible and advise on the best approach?

Lucija Maric

A Cloud-to-Cloud migration is definitely possible, but the best approach depends on your current setup and what needs to be migrated.

Since you have multiple projects and integrations, I'd recommend planning the migration carefully. Some configurations and integrations may require additional steps to transfer or reconfigure, so it's worth identifying those beforehand.

You can start with Atlassian's Cloud migration documentation and contact Atlassian Support to discuss the best approach for your specific setup.

Alternatively, you could work with a company that specializes in Jira implementations and migrations. I work for a company that provides these services, so if you'd like to explore that option, feel free to reach out to me on LinkedIn. 🙂

Elena Damaschin

@Lucija Maric Thank you so much.

Any idea why I can’t find my company’s domain when I search for it?

Tejaswini Dilip Patil

Hello @Elena Damaschin,

If Atlassian cannot find the Cloud URL, the most common causes are an incorrect site URL, a site rename, or the site having been deactivated/deleted. I'd recommend verifying the exact URL from a previous Atlassian email, browser bookmarks/history, or via admin.atlassian.com

Piyu@Appcento

Before you raise that ticket, get one decision on paper first, is this a full org to org move or a merge of two orgs that both stay live, support handles them differently and the second one is a much bigger project than it sounds.

Whichever it is, put these in the ticket so nothing gets skipped: which products are in scope (Jira, Confluence, Compass, Bitbucket if relevant), what happens to connected apps, most Cloud apps do not transfer and each vendor re-installs and remaps on the other side, what happens to automation rules and webhooks, they keep pointing at the old site URL after the move, and the freeze window your teams can live with. Integrations are where moves quietly fail, a trigger aimed at a dead endpoint stops firing and nobody notices until a missing alert surfaces weeks later.

One addition for your post-move plan, block out a config review in the first week. Pull the custom field lists from both instances and line them up, migration tools create duplicates with a (migrated) suffix wherever names collide. Finding those in week one is a morning of admin work, finding them in month three via a stakeholder's broken filter is a week.

Full disclosure, I work on a Forge app focused on cleaning up migrated field duplicates, so this is an area I watch daily.

Tomislav Tobijas

Hey @Elena Damaschin ,

Is marrprocurement.atlassian.net free or a paid site? Raising a tech support ticket is only available for paid sites/apps. 👈

One other thing worth mentioning is that only app/org admin can actually raise support tickets via technical contact forms

Lastly, Lucija pointed some good references and you can find more about cloud to cloud migration here: Transfer data from one Atlassian app instance to another 📚

Cheers,
Tobi

Elena Damaschin

@Tomislav Tobijas

We have paid for the standard licences, which cover 10 users. Could you please advise on how best to use the form? When I try to complete it, I’m redirected to this page, even though I am an admin.

Tomislav Tobijas

@Elena Damaschin hmm… I'm guessing you get that message from the screenshot you shared previously when you try to add a value in What is your URL? field?

Can you open an existing work item in Jira and check its URL? For example,

https://house.atlassian.net/jira/browse/PERS-123

Usually, folks from Atlassian can see which Orgs you have access to, but as this is mainly a community of end users like myself, I cannot directly see the site names 🫤

~~I've tried adding~~ ~~marrprocurement.atlassian.net~~ ~~but it would seem that URL doesn't exist yet 👀~~
Actually, are you sure you're logged with your admin account in https://support.atlassian.com/contact#/? ? Different accounts might explain what you're seeing. 👈
Potentially try using an incognito window or a different browser just to see if that will help.

If nothing works, I could try pinging the forum support team to take a look.

Cheers,
Tobi

Elena Damaschin

@Tomislav Tobijas Can you please ask the support team as suggested? I would like to know how to raise a support ticket because we would like to use them for our projects migration once we have a new organization created. I tried all the incognito, browser etc ways but is still doesn't work.

Tomislav Tobijas

@Elena Damaschin done — I've pinged the forum support team. 🛎️
Someone should get back to you here within 1-2 business days.

Elena Damaschin

@Tomislav Tobijas Thank you so much :)

Samuil Enchev

Hi @Elena Damaschin,

I understand this issue must be frustrating for you. I've created a support ticket on your behalf - JST-1361205. Please keep an eye on your email for updates, and we're here to help you through this.

Best regards,

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