JIRA Service Desk Customer Service and Technical Support

Yaser_Kazerooni
Agile Couch at Fusoft
The Atlassian technical support is actually very good and responsive. View full review »
Stephen Kane
Technical Solutions Consultant at a tech services company with 51-200 employees
I haven't had any access to JIRA's technical support at all directly, I've never had any need to call them in. Generally, that would be someone else's responsibility. I'm not aware of having anyone in the company having issues with support on call or other contact. View full review »
IVerlaek
Director at a tech services company with 1-10 employees
Atlassian only has a very expensive enterprise support contract (>$100K) or email/JIRA-Ticket support. That support is included when you buy the license. After a year, you only pay for this support and not the license anymore. It is 50% of the new license costs and called a "renewal". I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise. This way you have two support contacts and does not cost you anything more, such a partner will also come to the location, which Atlassian will never do (Atlassian only does email (JIRA-Ticket support). Phone calls to Atlassian will always be sales support advising to file a JIRA support ticket. Tech support is mostly concentrated in Australia, so there is always a time zone delay for the tickets you raise. View full review »
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MandlaMbonambi
Founder and The Craftmaster at a tech services company with 1-10 employees
I won't lie and say they are good because I am not the one who is in contact with support when something goes wrong. The development server had a problem that they solved, but the technical guys on the projects are the ones who would know about that. I haven't heard any complaints about support. View full review »
BasharatAhmed
Product Manager at Hashmove
There have been some issues when upgrading JIRA. It was not responding. We contacted customer support and within two hours the issue was resolved. It wasn't always this efficient because they were not aware or couldn't see that the systems were down, but they always reassured us that it could be resolved. View full review »
Ahmed Shehata
IT Quality Section Head at a transportation company with 1,001-5,000 employees
Technical support is okay. They help us if we have something initialized. They're helpful and professional. View full review »
Eman Masalmeh
Quality Engineering Lead at a software R&D company with 51-200 employees
We have not used the customer service/technical support. We use the technical team at our company. View full review »
SeniorOwnder67
Owner and Senior Consultant at a tech services company with 1-10 employees
The technical support was average. View full review »
ChiefEO67
CEO at a tech vendor with 1-10 employees
The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems. View full review »
SeniorMa5691
Senior Manager at a retailer with 5,001-10,000 employees
We have a contract with a local partner for technical support and they are fine. View full review »
Find out what your peers are saying about Atlassian, ServiceNow, ManageEngine and others in IT Service Management (ITSM). Updated: October 2019.
371,355 professionals have used our research since 2012.
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