FAQ: Align Support System Changes - Nov 2019

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Hello Jira Align Customers,

On November 13th, we’ll be launching some changes to how you engage with our technical support team. Since Atlassian acquired Jira Align (formerly AgileCraft) back in April 2019, we’ve been hard at work integrating our teams, and preparing to integrate our support systems and processes.

The launch of these support system changes will mark a significant integration milestone for us, and we couldn’t be more excited! These changes will allow us to better scale our support operations, to heighten the security measures we have in place to protect your data, and to align our support model with the rest of Atlassian – allowing us to deliver a more consistent experience.

What’s changing?

Today, we use a tool called Zendesk to manage all Jira Align support tickets. Next week, we’ll move from Zendesk to Atlassian‘s standard support tool, Jira Service Desk. This means that instead of logging into Zendesk to create or track your support tickets, we’ll ask for you to log in to Atlassian’s Support website with an Atlassian ID. Keep reading to learn more about Atlassian ID, and the other changes to expect.

Create an Atlassian ID!

You'll need an Atlassian ID to use the Atlassian support systems. If you’ve been an Atlassian customer for a while, you likely already have an Atlassian ID. If you aren't sure if you have an Atlassian ID, you can enter your email address HERE to find out. If you don't have an Atlassian ID yet, please create one before November 13th, to make this transition as smooth as possible.

To create an Atlassian ID:

1. Navigate to id.atlassian.com.
2. Click Sign up for an account.
3. Enter the email address that you use to log into Jira Align.
4. Choose a secure password.
5. Click Sign up to create your account and get access to the new support systems.

Create a support ticket

Starting on November 13th, you’ll be redirected to support.atlassian.com to create support tickets for Jira Align. Once you’ve logged into this site with your Atlassian ID, you’ll see a Contact Support webform. Complete this form with your question or issue and we’ll get right to work! If you have an open ticket in Zendesk (our current support tool) on the day of this system transition, we’ll be moving your support ticket to our new system. Check out our FAQ below for more information.

Can I still email support?

While we’ll keep the AgileCraft Support email address available with this transition, we want to encourage you to use the new Contact Support form. This form allows us to capture, in a structured way, the most important pieces of information from you. It also provides you with a mechanism for formally communicating the impact of this issue you’re experiencing via the priority field.

We're continually evaluating our customer engagement model with a focus on privacy and security. We'll keep you updated on our email submission policy as we continue to transition.

Increased security

One of the most significant changes you’ll notice, as we switch support systems, is enhanced security measures as you and your teammates interact with support tickets. Here are some highlights:

• Opening attachments – If the Jira Align Support team sends you an attachment, you’ll be prompted to either create or log in with your Atlassian ID before you can open the attachment.

• Including teammates – If you want to add a teammate to the support ticket, your teammate must have an Atlassian ID to be added as a ticket participant. If you try to add a teammate who does not have a recognized Atlassian ID, you will receive an email notification.

Publicizing our bugs

In the spirit of Atlassian’s “Open company, no bulls**t” company value, we’ve decided to make our bug tickets visible to you. We’re glad to be giving you this heightened level of transparency as we work hard to make our product even better.

Starting in mid-November, you'll be able to view open bugs on jira.atlassian.com. When you log in to that website with your Atlassian ID, you can browse through the open bugs in our backlog.

If you submit a support request about a bug today, your support ticket stays open, and we communicate bug fix updates through that support ticket. With this change, we will provide you a link to the public bug ticket on jira.atlassian.com and close the associated support ticket. You can share this bug link with teammates who may also be interested in the fix progress. Bugs will be open for comments and voting as well.

Atlassian Community

In case you haven’t heard, we’ve also launched Jira Align in the Atlassian Community. The online community is a free resource and an exceptional way for Jira Align customers to connect, share tips, and ask questions related to both Jira Align and general best practices and challenges. We encourage you to share this link with your teams and your network of agile transformation enthusiasts. You don’t need to wait until for November 13th for this – check out the community today!

THANK YOU!

While change is never easy, we believe that these upcoming changes will help us to serve our customers well for years to come. We’ll send another email as we get close to the change – but in the meantime, don’t forget to create your Atlassian ID. Thank you for coming along in this journey with us. If you have any questions, don’t hesitate to comment on this article and check out our FAQ below.

Cheers,

Daniel White
Jira Align Global Support Manager

Frequently Asked Questions (FAQ)

Q1: What will happen to my closed/resolved Zendesk tickets?

We will not be migrating tickets from Zendesk into the Atlassian support tool (Jira Service Desk). However, Zendesk will stay active for at least a year. If you want an export of your old tickets, just reach out to the support team and they would be happy to provide that.

If we identify any changes to the sunset timeline for Zendesk, we’ll provide another notification.

Q2: What will happen if I have open tickets in Zendesk during the transition?

The support team will be migrating in-flight (open, new) tickets to the new Atlassian support tool (Jira Service Desk). You will receive a notification on these tickets with the link to the new ticket number.

After you reply to tickets that are pending your response, we will move the ticket to our new system and continue the work from there.

Q3: How will I know the status of a bug that I’ve identified?

With this change to Atlassian systems, we will close your support ticket and provide you a link to the public bug ticket on jira.atlassian.com. This is a bit different from what happens today.

Today, if you submit a support request about a bug today, your support ticket stays open, and we'll communicate bug fix updates through that support ticket.

But with this change, you’ll not only be able to watch bug updates yourself - you can share the bug link with teammates who may also be interested in seeing the ticket progress, voting, or commenting.

Q4: Will I still submit ideas or feature requests in the same way?

We are not making any changes to the way you submit ideas with this launch. If you have a great idea that you want our product managers to review, continue to visit the idea portal.

Q5: Is the knowledge base moving?

You will still find our knowledge base in the same location. You’ll notice links back to that space from sites like support.atlassian.com for easy reference. Eventually we’ll transition our knowledge based over to Atlassian systems, but we are likely a year away from making that transition.

Q6: Have questions about how Atlassian will protect your data?

Please see our Privacy Policy and Data Processing Addendum

Q7: Will I still be able to see and comment on tickets submitted by members of my organization?

The Support team can add users to a configured “organization” to make sharing tickets easier. However, you will see some notable changes from Zendesk to Atlassian systems.

Adding users to an organization will no longer happen automatically based on email domain, as it does in Zendesk. Ticket submitters will need to select to share the ticket with their organization.

Going forward, this “organization” feature will be offered only to customers who have purchased Jira Align Premier Support or the Jira Align Enterprise Success Package.