What is the "Secret Decoder Ring" needed to find product support answers from Atlassian when the information is held in multiple locations?
Be fearless, curious and relentless! Appreciate that Atlassian lets you look inside the company's various information silos.
Run through these sources in this order:
WHAT TO DO WHEN YOU NEED ANSWERS OR PRODUCT TECH SUPPORT:
Carefully formulate your question or keywords as you run through the steps below. Be ready to reformulate it and repeat the steps as you discover better terms or related issues.
Note that these steps and links will change.
PLEASE GIVE BACK. UPVOTE AND IMPROVE THIS ENTRY IF IT HELPS YOU.
Upvoting will make it prominent where others can find it, and encourage users to improve our best practices in getting effective answers.
12/6: Retitled and rewrote as a FAQ, asking for upvotes and enhancements.
12/5: Clarified how to get tech support.
Thanks for this Thom. We know that we have way too silo'd an experience, and are slated to fix it up a lot over the next year.
One area we're experimenting is in the federated (multiple repositories) & intelligent (machine learning) search on the new support.atlassian.com landing page. We'll be introducing search refinements pretty soon. It's using Google CSE but it with tuning it should be a little better than Google.com (otherwise we really haven't done much).
In the next year what we're going to streamline is the search engine smarts, the silo'd experience, and the abrupt design elements across all the sites.
Thanks Jeremy. For the last couple days I had to push through steps one to ten over and over until I finally got an answer to my other posting here: "How Do You Find Old Content In Confluence? We want to find content NOT modified in past six months so we can archive and declutter."
It turned out to be vague documentation and even bug reports that didn't recognize that the functionality was already there. In fairness to Atlassian, though, you can't predict every single use case especially as versions change.
I am glad to hear streamlining may be ahead. Meanwhile, I hope my secret decoder ring might help users like me to know what the silos are and how to reach them.
If I had my way, Answers would have a short, snappy list of maybe 8-ish FAQs so that those of us who answer the same question over and over and over and over could simply paste "see that" (ideally, as a single click)
Your question could be converted almost verbatim into one of the top FAQs. The only reason I say "almost" is because I think that Atlassian are aware that there's a lot of information around and they want to make it easier to find the most relevant stuff. So they should have the opportunity to clean up and maybe shorten your 14 points down.
Actually, I'm not sure "question" is the right way to describe what you've written. It's an "answer" in itself. To a lot of questions.
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