Onboard and support your users after migration
Help your teams thrive after migration. Learn how to support users through the transition to Atlassian Cloud apps.Introduction
At Atlassian, we often say that migrations are a team sport. Moving from Data Center to Cloud takes teamwork, planning, and persistence, and once you reach the go-live moment, the real game begins.
The final phase of your migration – helping users get comfortable and productive in Atlassian Cloud – is where lasting adoption takes shape. For admins, this means guiding teams through new interfaces, URLs, and features while maintaining momentum and confidence.
This set of guides outlines the changes users will notice first, along with practical ways to support, train, and engage them in the first few weeks post-migration.
If you're looking for major functional differences and specific comparisons for admins, see our Cloud and Data Center comparison.
TIP: To stay informed about new features, releases, and updated time frames for Atlassian Cloud apps:
- Sign up for weekly email updates on the Atlassian blog. Just click the Watch icon to subscribe when logged in.
- Subscribe to the Cloud roadmap to receive quarterly highlights, empowering you to proactively prepare for upcoming changes and stay informed about the latest app developments.
NOTE: You can copy and paste from this guide to create customized training materials. If you do, we recommend substituting screenshots from your organization’s instances so they are familiar to your users.
Accessing your Atlassian Cloud site
All users will have a new cloud site URL to access their Atlassian apps. Unlike in Data Center, where there are different base URLs for each app, in Cloud, the URL base is the same across apps, with an added suffix:
- Confluence: https://yourdomain.atlassian.net/confluence/home
- Jira and Jira Service Management: https://yourdomain.atlassian.net/jira/your-work
TIP: To help redirect people from your self-managed instance to your new Cloud site URL, apply a site-wide banner in the self-managed versions of Jira and/or Confluence and/or add an announcement in Jira Service Management. If users have bookmarked their pages, remind them to update their bookmarks with the new cloud links.
What about mobile access?
The mobile apps for Jira Cloud and Confluence Cloud are distinct downloads. If your teams are using the Data Center mobile app for these apps, they’ll need to install new apps for Jira Cloud (for Jira and Jira Service Management) and Confluence Cloud
Mobile policy (also known as Mobile Application Management – or MAM) is available for both managed and unmanaged users as a part of an Atlassian Guard subscription, which comes with the Atlassian Cloud Enterprise plan. Mobile Device Management (MDM) is available with all cloud plans.
Supporting your users
In the first two weeks following the launch of Atlassian cloud, you may notice a dip in productivity as your users adjust. To help your team become productive as soon as possible, you might want to consider:
Creating a Help Center
Post-migration, users need to know where to raise bugs, ask questions, and share feedback. You can quickly set up a team-managed Jira Service Management project with a knowledge base in Confluence for your 'how to' materials. Alternatively, create a ‘migration’ request type in your service desk system of choice to receive and process this type of request and archive the space/request type when the users have settled comfortably in the Cloud.
Hosting drop-in training sessions
Champions, space admins, and teammates who were involved in UAT can schedule open drop-in sessions (via Zoom/MS Teams) for a few hours every day in the first week after the migration has taken place. Users can join on an ad-hoc basis to ask questions or raise urgent issues. These sessions can help minimize the number of support tickets raised.
Staffing rapid response channels
Creating dedicated channels in MS Teams or any chat platform your teams use internally can be handy. We advise organizing a roster of support agents and champions who can reply to questions posted in the channel.
Running surveys
Surveys are a powerful tool to capture and aggregate team sentiment, which can help bubble up improvement opportunities and/or success stories and be used to report to the leadership team. Simple surveys distributed among users at various intervals can reveal changes in sentiment and progression over time.
TIP: Because all self-managed instances are unique (version-specific and customized with the help of Atlassian Marketplace apps) we recommend you note differences and gaps discovered by testers during Cloud user acceptance testing (UAT) in an FAQ page which can be shared with users.