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A small, verifiable, repeatable bug has been interrupting my flow the past week in Confluence. With most companies, I can email a bug report using "info@" or "support@" <company.com>.
I spent a quick minute writing up a bug report, and tried emailing email@example.com. I got a robo message telling me to go to the forums.
I get to the forums and find this endless stream of content that I need to apply filters to in order to find anything. I expected to find clearly delineated content areas pertaining to each type of forum.
I then discover there is a bug tracker Jira board, but I cannot post to it; trying to create an issue redirects me back to the community forums. Back to square one. So close!
Paying customers ought to have better access to personalized support. Most companies assign some kind of customer advocate or customer rep as a point of contact. This method of crowd-sourcing tech support doesn't just save money -- in my opinion, it puts on a bad appearance.
What could have been a quick 5-minute email has now devolved into 45 minutes of time-wasting, and given the inefficiency of this process, it lowers my confidence that Atlassian is the right solutions provider for my team.