Jira Cloud does not have an option to generate the support zip, that is only available on Server/Data Center. Instead you can grant support access to your site when you log a ticket.
Thanks @zachar papkov
This is a good call out. I have updated that page to include a header that indicates this information is specific to Server and Data Center editions. I could certainly see why this would be confusing for Cloud users, as this is not possible in the Cloud platforms.
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