Help with Customer Access & Organizations for Jira Service Management

What to include

The quickest way to request help is to click Copy support details, found at the foot of every page in the app. It gives a few lines to paste into your message, including: the time, the app’s version, your site, the page, the space, and any message showing. No customer, agent, or organization is named.

If you cannot reach the page, tell us:

The address of your site (for example, your-company.atlassian.net).
Which page you were on: Access report, Bulk organization changes, Customer access overview (and which of its tabs), or the dashboard widget. For the first two, also give the space key of the service space.
What you did, what you expected, and the exact message on the page, word for word.
The date and time it happened, with your time zone.

Please do not send customer lists or exports. If you include screenshots, please make sure that your customers’ names and email addresses are redacted or blurred out. We almost never need customer information, and we cannot see your site’s data ourselves.

What we can and cannot see

The app’s developer can read the app’s technical logs: what kind of job ran, for which space ID, how many people or rows it handled, how long it took, and what kind of error stopped it. The logs hold no names, email addresses, or request contents. We cannot open your reports, your snapshots, or your bulk change records. A site admin can turn off the developer’s access to a site’s logs in Atlassian Administration, under Connected apps, on the app’s Details tab. If you have done that, tell us, because we will then need the message on the page to help.

Billing, trials, and licenses

Atlassian sells and bills Marketplace apps. For invoices, refunds, extending a trial, or changing your user tier, contact Atlassian from your site’s billing page. If the app says it is not licensed when you believe it is, write to us.