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Support not responding to ticket

Daniel Langemann

I'm not sure how else to get Atlassian's attention, so am posting this here. I've opened a ticket on September 24 (3 weeks ago), requested escalation, and have not received any acknowledgement or response - long past SLA for a Premium-tier subscription. I'd rather not post this publicly, but am not aware of an alternative.

Is this normal for support? Happy to close this out once I get a response from Atlassian.

Thanks!

Accepted answers

Samuil Enchev

Hi @Daniel Langemann,

I have an update to share. One of your tickets was moved to the PCS team who are best suited to support your request. Please check PCS-3871123 as there is an update and your input is needed to move forward.

Should you need further assistance, please let me know!

Best,
Samuil

All comments

Viswanathan Ramachandran

Support team are responsive and delay is due to volume of support tickets raised. Atlassian support team do monitor community channels randomly and they tend to respond here as well.

I have flagged this to support team and they should be of assist.

Daniel Langemann

Got it, thanks for the quick response! I'll stay tuned.

Arkadiusz Wroblewski

Just as small Info, they respond mostly within 2 Business Days

Daniel Langemann

https://community.atlassian.com/forums/discussion/comment/3299387#Comment_3299387

Thanks Arkadiusz for the added context here. Note that I've been waiting 3 weeks for a reply on the ticket I opened (originally September 24), and left two follow-up comments + a new ticket submission without any response.

Arkadiusz Wroblewski

To defend Atlassian, you chose a little "Busy" time. There was a forum migration, and they were migrating the internal system. There was also a huge conference. Some big Spam flood. Just be a little more patient, and I'm sure someone from support will get back to you. :) 🫂🤠

And if not then just hit us here and we will escalate :)

Samuil Enchev

Hi @Daniel Langemann,

I have escalated your case to the relevant team for review. You should hear back within 1–2 business days, but please let me know if you don't receive a reply by then. I’ll also be monitoring the ticket for updates. In the meantime, please avoid opening new tickets for this issue, as duplicate requests can slow down the team's response time and complicate the processing of your case.

Best,
Samuil

Daniel Langemann

Thanks @Samuil Enchev for the update, much appreciated!

Samuil Enchev

Hi @Daniel Langemann,

Should you need further assistance, please let me know!

Best,
Samuil

Daniel Langemann

Great, thank you Samuil for your help!

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