Eligibility for Support Tickets for Atlassian Cloud
Our Standard and Premium Support Cloud Support offerings are eligible for admins, technical contacts, and billing contacts only (see Atlassian Support Offerings). If you are unable to open a ticket via our support portal, you have a few choices:
Search or ask a question in the Atlassian Community
The Atlassian Community is a source of pride for us. We have millions of users and tens of thousands of answered questions. We have over 400 Community Leaders, many of whom are Solution Partners who have years of experience administering Atlassian products eager to help. We also have a team of Atlassian Community Support Engineers dedicated to helping in the community, many of whom came from our support team.
As part of this move, we will have dedicated Atlassian Support staff in addition to Community Leaders ready to answer your questions. In addition:
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Become an admin or trusted contact in your Jira, Jira Work Management, or Confluence Cloud instance
Admins with specific roles, such as Billing Admin, Technical Admin, or Jira Admin, are eligible to create support tickets. Before granting ticket creation access, review your organization's current admin roles and permissions to verify users with roles and ensure compliance with internal security protocols.
If you need to view or assign these roles, follow these steps in the Atlassian Admin Console:
- Navigate to http://admin.atlassian.com and log in.
- Select your organization and go to the Directory section.
- Find the user profile you wish to update.
- Under the permissions section, assign the user as a Billing Admin, Technical Admin, or Application Admin (e.g., Jira Admin).
See the relevant documentation:
See Update product access settings to learn about Trusted Contacts, which are eligible to add users or enable sites across instances.
OR:Add a user as an admin in Jira: Managing global permissions.
- Add a user as an admin in Confluence: Manage global permissions
Become a Billing Admin or Technical Admin
Users with the roles of Billing Admin or Technical Admin can add additional administrators or manage user permissions as necessary. See Add a technical contact for instructions.
Protecting your company’s information
Protection for your data is critical to us. As part of our privacy and security measures, our support team won’t access your data unless you explicitly grant us that permission. Anyone eligible to create a support ticket has permission to grant this ability.
Ensure that all admins or technical contacts are maintained to avoid unnecessary exposure to your data.
Atlassian Partners
Only partners with the role type of admin or billing/technical contact will be authorized to approve data access when raising a ticket on behalf of a customer.
If you are not the admin or billing/technical contact of your customer’s cloud instance, include the admin or billing/technical customer contact as a ticket participant to grant data access for the Atlassian support team.