How to get attention on a Marketplace Support service desk ticket?

Aaron Morris
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May 18, 2022

Hi,

I apologize in advance.  I'm entirely unsure where to ask this question or to whom, and so I'm trying here:

I submitted two support tickets to the Marketplace Support service desk:  AMKTHELP-43786 and AMKTHELP-44591.  It seems neither ticket has been acknowledged or responded to by Atlassian.  The oldest (AMKTHELP-43786) was submitted on March 28 (seven weeks ago) and is still in the "New" status.  Is there a way to get a response, or is the service team just that far behind in their queue?

Atlassian directed me to the following checklist when I listed an app (paid via Atlassian) in the Marketplace:
https://ecosystem.atlassian.net/wiki/spaces/~547327020/pages/839648177/Atlassian+Marketplace+New+Partner+Resources.

The checklist instructed me to submit the above-mentioned tickets to gain access to additional resources.  The documentation mentions these requests are triaged weekly, and so a 7-week lag seems suspicious.  Perhaps I did something wrong, but it's not clear who I can ask for guidance.  (Of course, I could submit another ticket asking the question, but I currently have no reason to expect anyone to see it. ;-) ).

Any insight or direction would be appreciated...even if it's just a confirmation that everything is in order, and I just need to be more patient.  :-)  Thanks!

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Piotr Stefaniak [HeroCoders] May 20, 2022

Hello Aaron,

Did you solve your access issues? If not, a few ideas from me:

> Apply for access for Marketplace Partner Portal

Double checking: have you tried already to validate your access via https://support.atlassian.com/contact/#/  using your partner email address (not private)? You should be able to see there ‘Get access to the Partner Portal’ request type. Last time I've done the same (I had to recreate my access to Partners portal) it created **BACCESS** ticket (handled in ~24h) instead of usual AMKTHELP. Just a hint that maybe your current ticket got stuck in a completely irrelevant queue/project...

> I'm entirely unsure where to ask this question or to whom

For the Partner access related stuff I find the most helpful person from Atlassian to be @Renee Chu.

Cheers,
Piotr

Aaron Morris
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May 20, 2022

Hi Piotr,

Thank you for the tips.  This is the type of guidance I needed.  :-)

Coincidentally, both of my tickets were just updated by Atlassian around the same time you posted this, and so I think everything is moving forward now.

Thanks for the help!

Aaron

Piotr Stefaniak [HeroCoders] May 20, 2022

Also, take a look at https://community.developer.atlassian.com/t/is-there-an-informal-slack-group-for-vendors/869 - a Slack workspace is mentioned there with ~1k of less-or-more active Atlassian Marketplace vendors. It's another place where you can obtain help or guidance. Just remember - it's not Atlassian managed, so NDA does apply there.

Cheers,
Piotr

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G subramanyam
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May 18, 2022

Hi @Aaron Morris welcome to the Atlassian community.

Kindly share the "market place app name" that you have raised requests, so we can try to assist or share the correct POC.

Aaron Morris
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May 18, 2022

Hi @G subramanyam  -- Thank you for the fast reply!

To clarify: neither request was associated with a specific marketplace application.  Both requests were associated with having a new vendor account:

  • AMKTHELP-43786:  Request Type = Apply for access for Marketplace Partner Portal
  • AMKTHELP-44591:  Request Type = Apply to Marketplace Partner topics in Developer Community

So, perhaps the POC I'm looking for is someone who can assist with approving access to those resources?  Again, these service requests were prompted by the Atlassian checklist I referenced above.

Thank you for your help!

-Aaron

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G subramanyam
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May 18, 2022

Hi @Aaron Morris thank you for the reply and details.

If I'm in your shoes, my first point of contact would be my "internal Jira admin" to check out about this "new vendor account" details per his visibility and access. Other than that, your next point of contact will be to reach out to the dedicated Atlassian support

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Aaron Morris
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May 18, 2022

Hi @G subramanyam -- Unfortunately, I am the "internal Jira admin". :-)

I'm just posting here to investigate from a different angle.  I'd hate to submit a "support ticket about a support ticket", but perhaps it will come to that.

Thank you for taking the time to chime in!

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G subramanyam
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May 18, 2022

Thank you for letting me know about your role. Perhaps, let's wait to hear from other community members with a work around or a solution approach.

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