"Cloud Administration" and "Atlassian Account" options added to the support contact form

[#1]

Hi everyone,

I’m Giuliano, a product lead in Atlassianfor Enterprise Platform and Confluence Cloud!

As part of improvements on the support side to better serve our customers' needs, we are introducing two additional products to be selected under https://support.atlassian.com:

• Atlassian Account

• Cloud Administration

How to use them?

It's simple! Under Which product is this for? > Or select a product dropdown, both options will be displayed:

1. As a site administrator, go to https://support.atlassian.com/contact/#/

2. Under What can we help you with?, select Technical Issues and Bugs

3. Through Which product is this for?, select one of the options on the dropdown from the right side (Or select a product):
   

4. Add your site’s URL under the What is the site URL of your product within your organization? and fill in the other fields accordingly.

FAQ

Why do we have these options?

Although support already handles such requests, these options are now available to start routing the tickets to a specialized team, aiming for faster handling.

Are there any support offerings differences from the other products?

No differences! The only observation is that the value added to the What is the site URL of your product within your organization? defines which offering will be applied to the support ticket.

For example, if your site has Jira Premium and Confluence Standard, this will be a Premium support ticket because the highest edition is applied to it.

Is this available in both Cloud and Server products?

No. This is only applied to Cloud products.

What is the scope of these options?

Technical issues for features under the organization and site’s administration, security, and data portability through https://admin.atlassian.com. Some (not limited to) examples:

Cloud Administration

• Domain claim

• User/Group management

• Site and product access configuration

• Site rename

• Data Residency

• Organization audit logs

• IP Allowlist

• Data security and authentication policies

• Product requests

• BYOK

• Compliance and security requests

Atlassian Account

• Log-in issues (non-SSO related)

• Account creation

• Two-step verification

• Atlassian Account profile details

I hope you enjoy it and thank you for always providing us with options to improve everyone's experience! Any feedback or questions are welcome as well!