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ask for support must be easy

Consulente Atlassian

I have been using Jira for many years.

To ask for support you have to decide where the problem is: Jira ? or plugin ?

Then you have to write an email, or log in by registering to a portal of Atlassian or the plugin manufacturer.

And very often you fill in fields that ask you which version of Jira you use, which SEN, plugin information, and other things like that.

I wonder: is it really so difficult to make a single button to ask for support, somewhere on Jira, that "alone" takes the basic information you need and writes it in the service desk ?

without having to go looking for it every time ? This is even easier and necessary on cloud versions of Atlassian products, considering that "we are already inside" your systems, isn't it ?

one of the advantages we could all have as users is also that we wouldn't have to follow two or three portals (Atlassian or partners) when trying to figure out what's wrong with our application.

Comments

Nic Brough -Adaptavist-

I'm afraid all you would do with your "simple" approach is make the process of getting support longer, harder and frustrating.

Atlassian have many products. There are thousands more in the marketplace. A single click for "help" (even if it delivers which application you clicked "help" from) is simply going to lead to the question "what with?", and then the whole slew of other questions before the agent can begin to direct you to the right place.

The only part of this suggestion that might be useful is to enable a function for Atlassian (or the customer) to be able to replicate a case over to another provider's help system. But not all of them use the same help software, and you can't expect Atlassian to have to code for all of them.

unknown

hi Nic, so you're telling me that it's complicated to insert a button that somewhere tells Atlassian, when a user wants to open a problem on Jira, all the data Atlassian usually asks for, like: installed plugin with its sen, product serial number (version), etcetera ?

Nic Brough -Adaptavist-

No. Sorry, you're missing something I should have said before.

You can already do that from the troubleshooting pages in Jira, Confluence, etc. In Jira, I think it arrived in version 5. And obviously, you don't need it on Cloud because the current support process asks you for enough information so they can get it themselves.

I'm looking at your "To ask for support" bit - yes, you have to jump through hoops because you're not using the built-in support request and hence need to provide them with the information.

In all cases, you still have the problem that it might need to go to a vendor rather than Atlassian.

unknown

I think that for example a button "ask for support" directly in the page of the list of installed plugins, a button for each plugin I say, which allows you to get to the site of the manufacturer of the plugin, maybe already "recognized" as Atlassian user (in fact I have to be already authenticated in Jira or Confluence no ?) to get to the plugin management page, on the cloud in particular, can be convenient. Button that "transmits" to the vendor of the plugin information about the sen, for example, the version of the plugin, the url of Jira or Confluence cloud, and so and other information that you usually have to do by accessing, apart, with a username, apart, to different sites. Mine is a proposal to improve even more an already excellent product.

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