Using Service Desk to Contact Atlassian: FAQ

Our customer service site, is moving to Service Desk for all customer-facing interactions.

This page answers questions about the transition, particularly for customers more familiar with JIRA.

How can I add attachments in Service Desk?

You can add an attachment to a Service Desk ticket while commenting on the case by using the link in the lower right corner of the comment area (see below):

How can I view attachments I've posted to tickets?

Any attachments you add using Service Desk will be included as a link in your comment and visible to you.

Attachments added outside of Service Desk (such as when creating a case or replying to an email) are not currently visible to you, but are visible to our staff.  We are working to make sure that you are able to see all attachments you add to a case and should have a fix available in the next week or so.

How can I "transition" an issue in Service Desk?

Previously, customers were expected to use JIRA transitions to let us know that they wanted to freeze or escalate an issue. In Service Desk, all you need to do is comment on the case or reply to an email notification. That will bring it to our attention, and we'll take care of the rest.

However, for your convenience, we have included links for the top transitions used by our customers, which are on the right side of the issue view.

How can I include my colleagues in a Service Desk ticket?

If you would like us to make your ticket visible to colleagues on your team, just comment on the ticket with their names and email addresses and we'll take care of the rest, including creating accounts for your colleagues if they don't already have them.

How can I update information I've already entered?

Just reply to an email notification or comment on your case via our customer service site, and tell us what needs to be changed. We'll update the ticket for you.

Frequently Asked Questions:

Last modified on May 20, 2014

Was this helpful?

Provide feedback about this article
Powered by Confluence and Scroll Viewport.