Create a Support Request for Data Center Products
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
The Troubleshooting and Support Tools app in Data Center Atlassian products allows you to create a support request with Atlassian Support without leaving your application. You can also choose to attach diagnostic and logging information with your request.
Before you begin
To create a support request, you need to have a mail server configured in your application.
- To access the Troubleshooting and Support Tools app, you must have the System administrator global permission.
If your Atlassian product is using an older version of the Troubleshooting and Support Tools app, the names of the tabs and fields may be slightly different, but the process is the same.
Should you encounter difficulties accessing your Data Center application or face issues with Cloud products, please reach out to Atlassian support directly at https://support.atlassian.com/contact/
Creating a support request
To create a support request:
- Open Troubleshooting and Support Tools in your Atlassian application. Learn how to access Troubleshooting and Support Tools
- Go to the Get Help tab and select Contact technical support or report a bug.
- Provide the following information to our support team:
- Contact email — this defaults to the email address of the logged-in user. It will be used to find your support account or, if no account is found, to create a new account. We'll send all further notifications and updates about your issue to this address.
- Summary — a short summary of your problem.
- Description — tell us, in detail, about the problem.
- Severity — give us an indication of how many users are affected by the problem.
- Attach support zip — this will create a zip file of your logs and configuration files. Sharing these files with our support team can really speed up troubleshooting your issue, so we recommend including them in your zip, if possible. Learn more about creating a support zip
Send your request.
Learn more about supported features and SLAs for Data Center and Cloud in the documentation: