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A new Statuspage Support Ticketing Experience

If you’ve reached out to the Statuspage support team recently, you may have noticed some changes to the look and feel of your support tickets. That’s because we recently migrated off our old support tooling and onto support.atlassian.com. Statuspage was acquired by Atlassian in 2016 and we’ve been running on our original tooling since then, so this is an exciting milestone for us!

This post outlines some of the changes, benefits, and what to expect in the future.

Why the change?

This change brings several benefits to our customers and our support team. The new system allows us to better scale our support operations and aligns our support model with the rest of Atlassian, giving our customers a consistent experience. Customers now have a way to track all of their open and historical tickets, and can submit tickets from a single Atlassian support hub. With the new system, we are able to better understand customer pain points, feature requests, and bugs through more granular data and reporting.

How things used to work

Historically, Statuspage ran on email support. There was no ticket form or help desk tool to login to. You sent an email to hi@statuspage.io and you got a response. This lightweight model worked in the early days, but we needed something that could support our growing number of customers.

How things work today

We’re continuing to offer email-based support through hi@statuspage.io. You can also now submit Statuspage support tickets through the main Atlassian support hub, support.atlassian.com or through our knowledge base at help.statuspage.io.

Opening Attachments

If the Statuspage Support team sends you an attachment, you’ll notice that you are now prompted to either create or log in with an Atlassian account before you can open the attachment. This added step is in place for increased security. Read more about Atlassian account below!

Including Teammates

There are some new restrictions in place to limit who has access to a technical support or billing related communications with Atlassian. If you include a teammate on an email to us, our systems will look to see if that email address is associated with an Atlassian account. If we do not recognize the email address as having an Atlassian account, you will receive a notification. That user will be asked to create an Atlassian account to get access to the communication/ticket.

“To” vs. “CC” field

The new system only recognizes Statuspage support (hi@statuspage.io) in the “TO” field. If you’re submitting a ticket via email, please ensure you put any other recipients in the “CC” field.

As we look to the future

With a focus on privacy and security, we are continually evaluating our customer engagement model. As we make other enhancements, we will be sure to communicate those to you.

Create an Atlassian account today

The vision for Atlassian account is to have a single login for the many Atlassian websites you use to get support, ask questions and get answers, download or review add-ons, and manage your licenses. While Statuspage joined the Atlassian family back in 2016, we have not yet introduced Atlassian account for Statuspage authentication. We're hard at work behind the scenes to build the infrastructure that will allow us to do this for your Statuspage account.

However, if you engage frequently with our Support team, we invite you to create an account yourself now! Visit this page and then choose "Sign up for an account." By having an account already, you'll be able to take certain actions (e.g. open up attachments) with greater ease. Otherwise, you may see a notification from us asking you to create an account at the moment when these extra security measures are needed.

If you have any questions about these changes, please comment below!

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