Collaborating with Atlassian Support

Please be aware that we are actively working on improving our processes and systems, which means that the information presented below is subject to change. Should you have any questions or concerns please raise a support request in the Marketplace Vendor Support service desk.

Raising a ticket with Atlassian Support on behalf of a customer

Technical Issues affecting an add-on

Disclaimer

Atlassian Support considers technical issues involving 3rd party code outside the scope of the Atlassian Support Offering. Please only raise issue with Atlassian Support if you need access to information that the customer cannot retrieve themselves through the Support Tools Plugin (only available to Server Customers Only) or if you believe the issue to be related to an existing or new Atlassian Bug (see JAC). If you believe the issue to be related to an existing Atlassian bug please provide the JAC ticket number in your support request. 

How to raise a request with Atlassian Support

While working with a customer to resolve a technical issue you may want additional information about the customer's instance in order to continue to troubleshoot. Atlassian Support may provide that information to you pending approval from the instance Billing or Technical contact. In order to request that information you will have to raise a support ticket on the customer's behalf. If you have never raised a ticket with Atlassian Support before please follow the below instructions to raise a request.

Before you start

In order to raise a request with Atlassian Support you will need: an Atlassian ID (required to access the Contact Us form), the Atlassian product SEN or cloud URL. 

Atlassian Support requires a customer to enter their product SEN (support entitlement number) or cloud URL in order to file a support ticket.

  • If you are working with a server customer, this would be the support entitlement number (SEN) associated with their Atlassian product license (e.g. SEN - XXXXXXX).
  • If you are working with a cloud customer this would be the customer's instance URL (e.g. www.acme.atlassian.net).

As a Marketplace Vendor you may not have access to that information. Please ask the customer you are working with to provide that information to you so that you can submit the ticket on their behalf.

Filing a ticket

To file a ticket:

  1. Go to support.atlassian.com/help and click Contact Technical Support.
  2. Select the product.

    All cloud products use "Atlassian Cloud".

  3. Login with Atlassian ID.
  4. For server, select the Other issue type. 
  5. For cloud, select the Ask a Question issue type. 
  6. Complete the contact form.
  7. Click Submit.

Tips for completing the contact form

  • Do not change the Raise this request on behalf of field. This will remove you from the ticket.
  • Be clear in your summary and description that you are a Marketplace Vendor who has been working with the customer to troubleshoot an issue and the reason you are raising a request with Atlassian Support (e.g., need additional information about the customer instance).
  • Add the customer email address to the CC field. If you are requesting any information from Atlassian Support about the customer instance (e.g., log files) Atlassian Support Engineers will want to clear that with the billing or technical contact we have on file.

Requesting a refund or credit for a customer (paid via Atlassian add-ons only)

The Atlassian Customer Advocate team are able to process refund or credits for customers with paid via Atlassian add-ons. To file a ticket directly with them please follow the below steps:

Before you start

In order to raise a request with the Customer Advocates you will need: an Atlassian ID (required to access the Contact Us form) and SEN associated with the customer license for the add-on ("add-on SEN"). 

You can find the "add-on SEN" in your Vendor Reports on Marketplace.

Filing a ticket

To file a ticket:

  1. Go to https://www.atlassian.com/company/contact/purchasing-licensing and select Payments and refunds.
  2. In the Payments and refunds menu select Request a refund.
  3. In the Payments and refunds menu select the hosting option.
  4. In the Payments and refunds menu select Contact us for assistance.
  5. In the contact form enter your email address.
  6. In the contact form select I'm a reseller.
  7. In the contact form enter the SEN (support entitlement number) for the add-on license for which you'd like to submit a refund or credit. 
  8. Describe your request for an Atlassian Customer Advocate.
  9. Click Send.

Atlassian Support Collaboration Program

If you are an Atlassian Verified Vendor participating in the Atlassian Support Collaboration program and have received notification by email but are unable to access Atlassian Support please file a support request in the Marketplace Vendor Support service desk

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