Jira Customer Service and Support
GH
Gesner Herard
Senior Principal Engineer at a consultancy with 1-10 employees
We used their support early on, and they were helpful. At that time, we were using the enterprise product, which was a purchased product. So, as a paying customer, you got straight-up support. They were good. There were some bugs and issues early on that were difficult to get through, but they worked them out. Now, we have fewer people, so we use the one to 10 person option, and I haven't had any reason to call support. I haven't had a need to use their support in years.
They self-use their product for defect management. You can always go to their website and find what's going on. They have forums, et cetera.
RC
RobertCampbell
Product Manager at a insurance company with 10,001+ employees
99% of the technical support staff have been awesome. We actually have premier support. They seem to be very responsive and very helpful. Where I personally get frustrated is if there are issues and we give feedback and advice, and they respond with a "thank you, however, we aren't changing". They will tell us it's not a priority for them right now, and it can be frustrating.
There's a lot of different things out there that people feel that should be included as basic functionality within the application. Maybe some of those I agree with, some of them maybe not. However, when I see something that I consider a bug and then they tell me that, "Yeah, that's not a priority right now." I find that very frustrating. Just now, I was trying to configure the application for the ability to create or comment on issues by setting up a mail server. And there's a known bug. I don't know if they consider it a bug. However, when you configure that and somebody actually does reply to a system-generated email notification, it will add it as a comment, which is great, yet it will also automatically attach your profile picture to that issue.
Therefore, as many times as you comment or reply via an email is exactly how many times an attachment will be added to your issue, which obviously is ridiculous. That cannot be purposely designed that way. Who wants attachments of your own face added to an issue? And it just takes up space needlessly. Their response to me was, "Well, that's just not a priority right now." Basically, not enough people have complained about it yet and they must not be using that functionality, therefore they're not worried about it.
Grigoriy Kneller
General Manager at HDI Systeme AG
I've encountered delays and found that some of the responses from technical support weren't very helpful in resolving issues.
View full review »Buyer's Guide
Jira
March 2024
Learn what your peers think about Jira. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
768,578 professionals have used our research since 2012.
Mitch Tolson
Director of Robotics at Fresh Consulting
We've never reached out to technical support. I can't speak to how helpful they are.
View full review »
StuartBarker
Managing Director at Corecom Quality Engineering
The tool's support is helpful.
View full review »MR
reviewer1941486
Senior Manager at a computer software company with 10,001+ employees
I haven't had the opportunity to interact much with the product's technical support, but based on the inputs from the other members of my team, I can say that my company was able to get support from Jira whenever required. I rate the technical support a nine out of ten.
Vikram Karanwal
Retail Sales Manager at Pine Labs
The solution’s technical support is quite good.
View full review »JD
Jamie Drummond
IT Project Manager at Gravity Diagnostics
I haven't interacted with their technical support, but I bet they would have been awesome.
View full review »
Ronny ArianHidayat
Group Product Manager at Waresix
Jira has a great Knowledge Center, for any kind of questions about how to use the product or other FAQs. Users can check the Knowledge Center before raising a ticket to Jira support. But for some cases, if someone creates a ticket, Jira support is very proactive and follows up on every ticket to provide a solution. Thus, support from Jira is great. I would rate customer support a nine out of ten.
View full review »JD
reviewer1675329
IT Manager at a government with 10,001+ employees
We didn't need to call them at all.
View full review »MN
MaheshNattanmai
Sr Project Manager at ITM LLC
I did contact them through email and discussion forums. I had a limited opportunity to work with them. So, I don't know much about their support.
View full review »
Nalin Kumar
Quality Assurance Group Lead at Samsung
We have been using this for the last eight years and we are quite accustomed to that. We don’t need much support from Jira or Atlassian. Yes, but we have got an enterprise version of that, and their support is quite quick.
View full review »AQ
reviewer1144539
Programme Manager - Major Programmes Office at a financial services firm with 5,001-10,000 employees
I have not had any interaction with them as we haven't had any major issues. We have a contract with the integrator, however. While everything is going well for the moment, we would have access to assistance if we needed it.
PG
Puneet
Senior Manager at Capgemini
I have not had to call up their tech support. They have plenty of troubleshooting documentation online.
View full review »TM
Tyrone Moodley
Senior Systems Analyst at canada life
I have not interacted with them.
View full review »PV
PrasannaVA
Senior Technical Manager at PurpleSlate
I'd rate it a nine out of ten.
View full review »MK
MallikKesavaraju
Scaled Agile Consultant at Anthem Blue Cross Blue Shield
We have an internal tech support team for Jira. We contact them whenever we run into issues. We have a platform for IT tickets. We use that to call them. I haven't directly called Jira Atlassian at any point, so I can't speak about their direct technical support.
View full review »
Krishnanunni M
Dev Ops Engineer at a wellness & fitness company with 201-500 employees
Customer support is good.
View full review »
Satish Gungabeesoon
CTO, Digital Transformation at next pathway
I give Atlassian support eight on 10.
View full review »EJ
Eduardo Justo
IT bp at KDR Corp
The solution's technical support is good. I rate the support a nine out of ten.
View full review »
Cemil Uzun
General Manager at WTECHIN
We have not needed to use the support from Jira. It is easy to find information on Google or any other search platform. If we encounter an issue we can find the solution online.
View full review »AM
reviewer1496883
Information Technology Program Manager at a wholesaler/distributor with 10,001+ employees
I have not had any interface with their technical support.
View full review »EF
Emanuela Ferrante
Web Project Lead at Nikon Corp
We have had some big issues with customer support. Lately we have renewed our contract, and it has taken us two months to do so. There is no way to have a phone call with anybody. The chat is not there anymore. So, the only option is email, and these kinds of things are very difficult to communicate through email.
Two of us were contacting two or three different people from their costumer service till we found the one who was willing to go the extra mile and actually listen to what our issues were.
Styliana Araouzou
Senior Operations Analyst at Etoro
I've used customer support in the past and have found them to be helpful and responsive.
View full review »PS
PhilipeSlama
Agile Coach at Dr. Agile
The technical support that I receive is not necessarily talking with any Jira support team, but rather it involves using the community's help from the internet.
On one hand, this avenue of assistance is quite good because I can often find answers there, but sometimes it's not enough. In these cases, Jira will ask to open a ticket and to vote on it so it gets priority. But it's frustrating because we might still not get answers, or we don't find anyone able to handle our issue for months or for years.
Overall, and for most problems, I think I have enough documentation so I can figure out what to do and how to do it. When compared with other tools, I think that Jira's documentation is clear.
Filipe Carlos
Manager / Owner at Wintrust Financial
The solution is very reliable, so support is not contacted often, but they are responsive.
View full review »
Uday Jonnala
Staff Engineer at a computer software company with 5,001-10,000 employees
I didn't have any contact with their technical support. We have a Jira maintenance team. We have a Slack channel, and if there is an issue, we send it there, and the team looks at it.
View full review »ES
reviewer1672656
Director at a financial services firm with 10,001+ employees
We use internal technical support.
View full review »PM
reviewer919590
Software Test Engineer at a financial services firm with 10,001+ employees
Internally, I've used technical support. I have not had contact with Jira externally.
We have a separate team in the company who is dealing with all the support tickets.
There are three levels of support tickets and they probably have connections directly to Jira people or Xray people.
it_user446067
Managing Director Business Change and Quality Assurance at Blue Cross & Blue Shield of Rhode Island
Customer Service:
Most of their customer service comes from the community. Robust community of evangelists who respond rather quickly. As the application is highly stable, contacting customer service has been few and far between. Responses came thru within expected timeframes and were helpful, even if pointing to already published articles.
Technical Support:I would rate their technical support high.
View full review »MS
MudasirShafi
Project manager
My company has not faced issues with the use of the solution. It is very easy to reach out to the technical support team of the product if our company faces any issues with the product. My company just needs to schedule a call with the technical support team of the product, and they readily help us. The solution's technical support is good.
KS
Kavitha R Shetty
Software Engineer 2 at a tech services company with 10,001+ employees
I have not faced any Jira issues. I have not raised any tickets to the Jira team directly. It works very well.
View full review »JL
reviewer962985
Senior Software Engineering Manager at a comms service provider with 10,001+ employees
We had to reach out to their support a few times. The support was good, I did not have any issues with them.
View full review »
JananiLiyanage
Enterprise Agile Coach at Agility Tune Up
I haven't had a lot of experience with technical support, but for the questions that I have raised, I received a pretty quick response, so I'm happy with that.
AK
AnujKataria
Project Manager at Duck Creek Technologies
JIRA's technical support is absolutely fantabulous. I had used it in the past when I was working at my previous organization. And when we wanted to link it with a framework, they helped us out with the API we were looking for. There were certain areas where we were looking for a specific API. And also they have a lot of options in terms of packages that you can choose according to your company's needs. They had custom packages available. You do not have to buy a larger package. They have smaller packages for smaller organizations. So that's something exciting.
View full review »DM
DavidMason
Consultant at a pharma/biotech company with 10,001+ employees
I haven't used them because this company has its own tech support. So, I've been reaching out to them.
View full review »VR
Vishwa_Reddy
Senior Manager, Connected Home Product Management and Strategy at a consultancy with 10,001+ employees
We receive technical support. Some challenges may arise, particularly in labels, but we receive assistance.
View full review »FC
Fabio Casasus
Co-Founder - Managing Partner at Helvetia Fintech
Normally if I had some questions and issues on how to do what on Jira, I'd look for local support. We didn't have any Jira consultants or anything like that.
SP
Sehrish Parvaiz
Principal Project Manager at Systems Limited
The technical support has been satisfactory but could be better.
View full review »GG
reviewer1629909
Sr Consultant at a financial services firm with 1,001-5,000 employees
I have never used technical support. I've been able to manage everything and figure stuff out with the stuff I have here. Everything is available to me.
View full review »VN
reviewer1407036
Senior PM / Scrum Master at a financial services firm with 1,001-5,000 employees
I didn't have to contact Atlassian. We have an internal Jira support team that answers all our questions. I don't think they have contacted Jira support in a while.
View full review »MB
Meryeme Bensouda
Global Client Support Operations Manager at kyriba
I've never had to reach out to technical support, so I can't speak to how they are.
View full review »FL
reviewer1141353
Gerente, Tech Mgmt at a engineering company with 11-50 employees
I have local technical support. That's our first line of support, and they contact Jira technical support if needed.
View full review »RO
Robert Onesto
Managing Partner at Wingspan Consulting
I would rate them a five out of five. They are pretty good.
View full review »KP
Kajal Panwar
Quality Assurance Manager at a tech services company with 1,001-5,000 employees
We haven't used the technical support.
View full review »AP
reviewer1618317
Sr. Manager (TCoE) - ALM Platforms & PO &T IT at a pharma/biotech company with 5,001-10,000 employees
I have not made use of technical support.
DB
DebBeveridge
Senior Scrum Master at MobilFlex
I haven't used technical support at all. I can't speak to their reliability or level of knowledge.
View full review »MM
Matt Mullaney
Partner at a manufacturing company with 501-1,000 employees
I would give technical support a rating of 5/10. I have only asked two questions in the support forums. One was answered very quickly and the other was never answered.
View full review »SK
Sujit_Kumar
Tech Lead DevOps (Manager) at Logiq Worlds
I did not have any issue with the use of technical support from Jira.
View full review »BR
Bharath_Ram
Lead, Tools implementation & Project Management at a financial services firm with 501-1,000 employees
Overall, I'd rate the support an eight out of ten. I don't see any glaring shortcomings but I do see certain things which could be addressed better in their support rather than just providing documentation and saying, "Please follow this documentation."
If they could provide on-call support for some of the issues and give us a path to follow, that would be sufficient. They don't need to sit down and resolve the issue for us. But if they could point us in the right direction, I would be satisfied with that.
That said, we do get that kind of support, sometimes. There is personalized support and we have a dedicated Jira expert who helps us with our tickets. But if we are stuck, and we are not able to find a solution for our problem, then we should have a second level of support, which could be an on-call support. That would help us better.
MA
MahmoudAl-Hattab
Senior Architect at Second Step
We have never been in a situation to evaluate technical support. In general, the product is very stable. It's robust. The performance is very good. Therefore, at least, according to my knowledge, we haven't gotten to a point where we need to contact them.
View full review »KH
reviewer1695474
Software Engineer at a financial services firm with 10,001+ employees
We had to call Jira support for help with integration. For example, when I was trying to integrate Jira with my GitHub bot, I had to provide a specific kind of access and then run some scripts to find out if I had enough available space. After that, it's a smooth process.
View full review »SG
SujoyGuha
IT Release Manager at a financial services firm with 1,001-5,000 employees
I have not directly interacted with Jira's technical support. We have an internal Jira service desk for any issues.
View full review »JP
reviewer1784052
Director Of Technical Project Management at a healthcare company with 10,001+ employees
I have not interacted with them. I've struggled with getting Atlassian resources, but that could partially be my fault.
View full review »
Khalid Qureshi
Program Architect at Afiniti.com
We have not had any issues with Jira support. There is an online knowledge base and a growing online community which helps with troubleshooting.
View full review »reviewer1740093
Works at a educational organization with 201-500 employees
I have not contacted support.
View full review »
Naresh Rayakwar
Lead architect at Tech Mahindra Limited
I have never contacted support directly, but our team that takes care of maintenance, support, and customization connects with them.
View full review »CB
reviewer1575816
Manager, PMO at a educational organization with 1,001-5,000 employees
I have not yet used Jira technical support.
View full review »GK
reviewer1512726
Project Manager at a consultancy with 201-500 employees
I would say the tech support is pretty good. I got back a couple of answers in response to an email I sent out.
View full review »CE
Christian Esquivel
IT Planning and Control Manager at a financial services firm with 1,001-5,000 employees
Their support was very good for some of our questions. We didn't have too many issues.
We also have a partner who helps us with all the contracts, payments, and other things. If there is an issue, we contact them, and they provide support.
View full review »AF
Adil Fouari
Oracle Applications Consultant at ASAM Conseil Inc
I've never had to contact support. I've never had a bug or a bug message that I needed to open a ticket for.
View full review »KC
KevinCharlton
Senior IT Test Manager at a financial services firm with 10,001+ employees
I would give tech support a rating of eight out of ten.
View full review »it_user678153
Agile Coach & Sr. Project Manager at a retailer with 10,001+ employees
Customer Service:
Customer service is excellent, although they are only available via email.
Technical Support:Technical support is excellent, because they are responsive.
View full review »it_user149535
IT Manager with 1,001-5,000 employees
Customer Service: Customer service has not been helpful but I have not minded since the wiki documentation and Atlassian Answers forum have been great. The developers I have done beta testing for have also been great. They are good about using your feedback as they design.Technical Support: The wiki and forums are wonderful. I get all my answers from those two sources. Talking to a customer representative has not led to anything useful.
View full review »
Hasan Hüseyin TEZCAN
Senior Project Manager & Project Technical Leader at C Tech Bilisim Teknolojileri San. ve Tic. A.S.
The documentation and the internet are enough to clear our doubts.
View full review »
Hema Patil
Software Affiliate at a pharma/biotech company with 1,001-5,000 employees
We've never had issues with Jira and therefore have never reached out to technical support. I can't speak to how helpful or responsive they would be.
View full review »MR
Mohammad Ranjbar
Product Owner at Day Insurance
We have had no issues with support. As with Azure DevOps, we take advantage of the open community and forums for resolving any issues which may arise.
AD
reviewer1575774
Technical Lead at a retailer with 10,001+ employees
When I need support, I contact our in-house technical team. I have not spoken with anybody from outside the organization or anybody from Atlassian.
View full review »BC
reviewer1490121
Director at a computer software company with 10,001+ employees
We haven't really used technical support.
View full review »IS
István Szirtes
Product Owner at Ericsson
We haven't contacted tech support because the specialized team does it every time.
Everything is delegated to the team inside the company
View full review »NK
reviewer1378233
Senior Analyst Engineer at a financial services firm with 10,001+ employees
We have a relationship with Atlassian. I have not personally had to contact technical support, but I do know that we have a technical account manager to whom we report any issues.
View full review »AC
rdmanager94851
R&D manager at a manufacturing company with 10,001+ employees
In the past, I had training from the distributors and it was okay.
The tool is very easy to use. What is important is that we don't have to wait so much for contracts or more hours to have support. This is something that we have, and it is good for this solution.
View full review »it_user147549
Consultant at a consultancy with 51-200 employees
Customer Service:
The forums and online documentation have been fine. I haven't needed to escalate beyond that.
Technical Support:The forums and online documentation have been fine. I haven't needed to escalate beyond that.
View full review »
Sweta Purvey
Python Developer at Crosslynx
The solution's technical support needs just to understand the customers' environments and improve or provide a better version of the tool. I rate the technical support a nine out of ten.
KS
Kalimuthuraja Sureshkumar
Automation Architect at Micro Focus
We use our own IT department for the technical support of Jira.
View full review »AR
AliRaza
Technical Project Manager at a computer software company with 51-200 employees
The support team is very helpful and supportive. I requested multiple things and faced some concerns, they were very cooperative and responsive.
View full review »NK
reviewer1602636
IT PMO Project Leader at a consumer goods company with 10,001+ employees
We are working with a consulting company. Technically, we are okay because all of us are using it now, and there is no problem. We just need to see more details of some of the modules of Jira.
View full review »AA
Alain Aina
Owner at TRS
We haven't used their technical support so far.
View full review »it_user72771
Info Sec Consultant at Size 41 Digital
I've not had need to contact the customer support team so I suppose that is a good thing.
View full review »it_user209952
Lead Technical Solutions Architect at a insurance company with 501-1,000 employees
Customer Service:
Took some getting used to but great!
Technical Support:Took some getting used to but great!
View full review »RE
reviewer1795125
Cyber Security Consultant at a tech services company with 10,001+ employees
They provide technical assistance. Whenever you need something technical, they are quick to respond.
View full review »TY
reviewer1702620
Vice President Quality Management at a financial services firm with 501-1,000 employees
I did not personally use technical support. I have worked several months with the people who have, and they say that the support is very good.
View full review »KK
reviewer1560870
IT specialist at a construction company with 10,001+ employees
We have internal Atlassian experts, so it is tough for me to comment on the technical support.
View full review »SM
reviewer1479087
Test Manager /Architect @ Testing Practice at a tech services company with 10,001+ employees
Almost everything is covered in their documentation. As payment is required for support, we mostly follow the documentation.
View full review »DM
reviewer1379688
Agile CSM - Sr. Scrum Master at a energy/utilities company with 1,001-5,000 employees
I have not contacted technical support,
View full review »it_user809571
Java Development Team Leader at Honeywell
I used the support from JIRA several times and it was good. I had questions about licensing, I had questions about upgrading from an old version to a newer version.
View full review »it_user204951
Systems Architect at a tech company with 10,001+ employees
Customer Service:
The Premier Support team was very thorough and very responsive.
Technical Support:The Premier Support team was very thorough and very responsive.
View full review »DD
seniorde768309
Senior DevOps/Build Engineer at a tech services company with 10,001+ employees
I have had to contact the support when I had some questions about the upgrading process and they answered in a timely manner.
KS
Kamal Solanki
Program Manager, Project Manager and Scrum Master at Iplanet Information Systems
Technical support could be improved. When you submit a ticket, it can take two or three rounds before you get what you're looking for. I send the ticket and receive an irrelevant response, which doesn't help. You can go backwards and forwards with them and never get there which is very frustrating. I'm not sure if the user community is that helpful. I've submitted two questions but haven't yet received a response.
View full review »BM
reviewer1173471
Solutions Architect with 11-50 employees
I didn't directly contact them, but I am sure at some point we have. We usually have a contact person, and we pay for the full support.
View full review »GT
GkTan
Managing Director at Nevigate Communications (S) Pte Ltd
We have contacted technical support. Their response was prompt.
View full review »SS
EngagemeDir320
Pre-Sales Consultant at a tech services company with 10,001+ employees
My company has a 100,000 people, so we always can find someone within our organization who can help fix an issue.
View full review »
Radek Zajicek
Technical Lead at a printing company with 1-10 employees
I have not contacted their technical support.
View full review »LC
Luis Chavez
Consultor Funcional SAP at a computer software company with 10,001+ employees
We've never faced any big issues and we have never had Jira go down. Therefore, we've never had a need to contact technical support. I can't speak to how helpful or responsive they are.
View full review »JR
Jemmuel Real
Team Lead - Web Services at a manufacturing company with 10,001+ employees
Jira's technical support is easy to communicate with, and they are very responsive.
View full review »MP
Marielle PORPORAT
Middle Manager at a tech services company with 201-500 employees
The support from Jira is good.
View full review »OS
Osama Shatarah
Product Owner at mega trust
If you need to find answers, the community FAQs are pretty good. I've found issues in there in the past that have helped me troubleshoot. So far, I'm pretty satisfied with that aspect of support.
View full review »HB
reviewer1465254
Software Engineer at a tech services company with 1,001-5,000 employees
I haven't had to contact technical support.
View full review »MH
reviewer1533216
Partner at a consultancy with 11-50 employees
I've never directly dealt with technical support. There was never a need to call. Therefore, I can't speak to how helpful or responsive they are. There was never an opportunity to interact.
View full review »PO
reviewer1322850
Technical Lead at a mining and metals company with 51-200 employees
I go through IT for technical support. Except for that problem I mentioned, the integration between GitLab and Jira, we tend to find the answers pretty quickly.
Jira offers good technical support.
View full review »it_user147543
CEO at a healthcare company with 51-200 employees
NB
NikolayBachvarov
Software Architect at AIOPS group
Other people have experience with Jira's technical support, and they are quite happy with their support. Personally, I never had a case where I needed any kind of support.
View full review »JS
reviewer969798
ITBridging the gap between business and IT at a engineering company with 5,001-10,000 employees
I have not contacted technical support personally.
View full review »GM
reviewer763188
Quality manager at a computer software company with 201-500 employees
We get outstanding technical support through our partner Valiantys, which is a French Jira distributor certified by Atlassian to resale Jira.
View full review »JZ
reviewer1077825
Director of operations at a computer software company with 1,001-5,000 employees
Overall, their support is okay. Many topics are covered in their documentation or on Atlassian. We receive support from a local partner.
View full review »PL
Prem Lingala
Customer Success Manager at a tech services company with 501-1,000 employees
I have not been in a situation where I have needed technical support. Everything has gone well.
View full review »LX
reviewer1486575
IT Business Analyst at a healthcare company with 1,001-5,000 employees
We have our technical support from our vendor. They are very supportive.
View full review »it_user1363851
Manager Security and Resourcing at Vancity
The support person I contacted was not skilled enough to provide me the answer so it's up in the air.I'm just doing multiple exports.
View full review »MR
reviewer909060
IT Developer at a financial services firm with 10,001+ employees
We haven't used it.
View full review »JM
Jonathan Machado
Senior Test Engineer at a venture capital & private equity firm with 10,001+ employees
Right now, we have a technician, a specialist, in another country that works closely for JIRA. So, we don't have technical support directly with them.
View full review »it_user464679
Resource Manager / JIRA System Admin
Customer Service: I would give it high marks. From an account service standpoint, all of my questions and requests have been replied to quickly and thoroughly.Technical Support: Medium-high. It mostly takes the form of Q&A within their Atlassian Answers forum that then leads to links of posted documentation on their Confluence pages. So there is a wealth of information and people able to offer advice and help. But it has a very "self-help" feel when trying to track down answers.
View full review »
PH
reviewer965865
Deputy Director - Network/Systems and Support - IT department (USJ) at a university with 1,001-5,000 employees
Customer support is usually good. I have had no issues with them.
View full review »DK
reviewer1600605
IT Service Manager at a financial services firm with 501-1,000 employees
We do not directly contact Atlassian. We have a support company that helps us with any situation.
View full review »RS
reviewer1517814
Cloud Architect at a computer software company with 1,001-5,000 employees
I have never had any problems with this solution to need to use the technical support.
View full review »RH
reviewer1359486
Service Delivery Manager at a tech services company with 51-200 employees
Technical support is pretty bad. They rely on partner companies for support and don't really have any of their own internal teams that can help.
View full review »HJ
reviewer919272
Quality Manager at a healthcare company with 51-200 employees
The support is good and available whenever we need it. We have been interacting with them for our query resolutions, as we have certain challenges that we're dealing with day-to-day.
View full review »AS
reviewer1279620
DevOps Engineer at a computer software company with 201-500 employees
I have contacted the support from Jira a few times. They have been good in my experience.
View full review »DM
reviewer1119327
Works at a government with 1,001-5,000 employees
Their support, in general, could be better. In my recent experience, people who were allocated were slow, and they didn't have the knowledge. They ask you to read the help and documentation about an issue and do self-service.
View full review »ME
reviewer1000458
Senior VP at a financial services firm with 1,001-5,000 employees
Technical support has been fine. We are satisfied with their level of attention and have been happy with them overall.
View full review »BK
Barış Külah
Software Development Manager at System Optima
I never had to contact their support.
View full review »RS
reviewer1276404
Director Data Analytics at a tech services company with 201-500 employees
I did not have to use tech support.
View full review »HC
Hemnaad Chinnuraj
Senior Software Engineer at Datta Tech Consulting
I've used their technical support only once or twice in my entire experience with this tool. Once, I was not able to log in, so I had to call them, and the other time, it was a problem with my virtual machine. It was not a problem with the tool. I was having problems getting in. I raised tickets, and then I had to call them. It was nice, but it took a little bit of time. Overall, the customer experience was all right.
View full review »it_user192336
Engineering Manager at a healthcare company with 10,001+ employees
Customer Service:
Very high.
Technical Support:Well above average. Their response time is good, and we are able to escalate what we need to escalate.
View full review »SP
reviewer912150
QA Supervisor at a financial services firm with 10,001+ employees
We have been satisfied with the technical support from Jira.
View full review »PW
reviewer1523823
Software Engineering & Quality Manager at a leisure / travel company with 201-500 employees
Technical support is very good. We're satisfied with the level of support that is provided to us. They are knowledgeable and responsive.
View full review »MR
Michel Ranero
Project Manager at Ibermatica
In my company, we have a lot of knowledge and experience with Atlassian products. We have not needed to contact technical support.
View full review »SC
reviewer912855
Lead Consultant at a computer software company with 10,001+ employees
Jira's technical support is good.
View full review »GC
GabrielChung
Technical Director
For the most part, we are satisfied with technical support. Sometimes in some areas, if you find a bug on Atlassian, they respond quickly. However, sometimes, they are slower. It can really vary. For the most part, they really try to get to things quickly.
View full review »EJ
reviewer436626
Software Engineer at a tech services company with 501-1,000 employees
I am satisfied with the technical support of Jira. It's fine.
View full review »NB
reviewer1468248
Business Analyst at a construction company with 1,001-5,000 employees
I've never had to reach out to technical support. I don't know how responsive or knowledgeable they are.
View full review »CO
qualitya722373
Senior Quality Assurance at a tech services company with 11-50 employees
I would rate the solution's technical support an eight out of ten.
View full review »it_user372507
Sr. Business Analyst / Product Owner at a computer software company with 1,001-5,000 employees
From what I can tell the technical support is adequate. I do not deal with Altassian so I cannot provide a valid answer.
View full review »it_user147237
Product Development Manager at a comms service provider with 1,001-5,000 employees
Customer Service: I actually found all the information I needed on the Atlassian documentation pages and forums and never ran into the need to call the Atlassian customer service.Technical Support: Excellent so far, considering the fact that the existing documentation gives almost all the required answers without the need to call or e-mail support.
View full review »
JG
reviewer1481571
Manager at a computer software company with 201-500 employees
We have never had to use Jira's support as far as I know.
View full review »AA
Ahmed Abdelwahab
Corporate Performance Lead at a tech services company with 501-1,000 employees
We have good internal technical support for Jira in the organization and we use the Atlassian technical support only when needed. Thus far, we are quite satisfied with the level of support we receive.
View full review »AS
Anaya Struncova
Software Developer at DataStax
Their customer service sometimes tends to fail because problems are not attended to immediately, but it is something that is not consecutive. But nevertheless, I believe that in an emergency this could bring problems.
View full review »it_user158856
Sr. Project Analyst at a tech services company with 51-200 employees
Customer Service:
Atlassian’s customer service used to be wonderful. There was phone support that was always accessible. Support is absolutely terrible now. All support is performed via email and the response time is long. Often multiple messages need to be exchanged before a point is made and understood.
Technical Support:Not the worst but definitely no longer the best.
View full review »EA
Emmanuel Auffray
Enterprise Solution Architect at a computer software company with 201-500 employees
I have not contacted technical support.
View full review »KS
reviewer1611300
Chief Software Architect at a tech vendor with 11-50 employees
We haven't had to reach out to technical support just yet. I can't speak to how helpful or responsive they are.
View full review »AD
reviewer1155606
Senior Consultant at a consultancy with 1-10 employees
Technical support is good, however, we haven't really used them on many occasions. We never have really dug into the solution to understand it, and therefore we didn't really need the help of technical support to walk us through anything.
View full review »it_user136773
Tech Lead at a aerospace/defense firm with 10,001+ employees
DL
reviewer1656303
CEO and Founder at a computer software company with 1-10 employees
The technical support is very good. They have different ways to get in contact with the support, such as chat.
View full review »JM
reviewer1509231
Cloud Global Director at a comms service provider with 10,001+ employees
We've never reached out to technical support for help in the past. I wouldn't be able to speak to the level of service they provide.
View full review »WC
reviewer1446150
Lecturer at a university with 1,001-5,000 employees
I haven't really dealt with technical support. I study the solution mostly on my own. I've never spoken to them and therefore can't speak to how their services are.
In a few months, once I have used it on a deeper level, I may get the chance to reach out. However, as of right now, that has not been the case.
View full review »it_user159375
Principal Program Manager at a consumer goods company with 1,001-5,000 employees
Customer Service:
Customer service is good. Response to support requests were fairly quick.
Technical Support:Technical support is good.
View full review »it_user265974
Manager at a outsourcing company with 501-1,000 employees
MC
reviewer1377360
Line Technical Agent at a comms service provider with 1,001-5,000 employees
I don't have any experience with their technical support.
View full review »SK
Simon Kerry
Group CTO at a retailer with 51-200 employees
I have not used the vendor's technical support.
View full review »NB
reviewer1161417
Development Team Manager at a tech services company with 501-1,000 employees
I have not contacted support from Jira.
View full review »KB
reviewer1780098
Konsulent at a tech services company with 1,001-5,000 employees
I have not used the support from Jira.
View full review »RS
reviewer1645167
RPA Developer/Consultant at a tech services company with 1,001-5,000 employees
We take support from the Jira team in our company. I didn't take support from Atlassian.
View full review »MG
reviewer1577235
Partner at a tech services company with 1-10 employees
We have asked a couple of questions from technical support and I don't recall having any issues with that. Everything was as expected.
View full review »AO
reviewer1443285
Head of Software Solutions at a tech services company with 11-50 employees
I don't really have much experience with the technical support team at JIRA. I've been reading the community tickets mostly. Most of what I've been curious about, I've been able to find the answer myself via the community or the WIKI.
You can communicate with other users, which is really smart. It allows you to discuss best practices effectively. At the same time, I would guess that some of the users there would be actual Atlassian employees that are commenting and guiding. Overall, the community space is quite helpful. Therefore, I haven't really had any issues or tickets or any need to connect with a technical team in Atlassian.
One of my colleagues actually had an issue when a new user was invited before he had opened his 365 email. He had not logged in to the email account. Therefore, when the invitation was sent from Atlassian or from JIRA, I can't remember exactly which module, but then there was feedback that this was not an active email account, which made Atlassian revoke the whole user. Then, when he actually logged into 365, he wasn't able to connect to JIRA due to the fact that the email had been marked as expired or not an active email. He sent the request to Atlassian and they opened up a ticket and everything was fine within a couple of hours. It was really quick. That I think is probably the only dialogue we've had with the technical support in Atlassian and it was pretty positive. I'd say overall we're quite satisfied with their level of support.
View full review »it_user855996
Integration Engineer at a tech services company with 10,001+ employees
We have a team who administrates technical support. They handle this interaction with JIRA. Sometimes it takes a while to get a solution, but they solve everything.
View full review »it_user535656
Test Manager
Technical support is good. We use Beecom as the provider.
View full review »it_user517977
Senior Test Analyst at a maritime company with 51-200 employees
Customer Service:
I did not need to contact customer service.
Technical Support:I did not need to contact technical support.
View full review »SI
reviewer1095624
Solution Architect - Tech Division at a manufacturing company with 11-50 employees
The technical support has been very good.
View full review »HG
reviewer1595568
Technical Content Writer at a computer software company with 51-200 employees
The technical support could be better, a little more customer friendly and knowledgeable.
View full review »it_user849225
Digital Engagement Manager with 10,001+ employees
I have not personally been in touch with support, but I think the support is very good. I haven't heard anything wrong with it.
View full review »KP
Kijal Parekh
Digital Test Lead at a comms service provider with 1-10 employees
Tech support is good.
View full review »it_user661125
UX Architect at a computer software company with 51-200 employees
Excellent.
View full review »AI
software923448
Agile Software Architect at a computer software company with 11-50 employees
We have manuals, technical support, and also technical specialists in the company. I haven't had the opportunity to use directly call the technical support from Atlassian, however, the technical documentation that I have reviewed is excellent. We're satisfied with the level of service we have access to.
View full review »UK
reviewer1479657
Microfocus Solutions Engineer at a tech services company with 11-50 employees
We tend to handle technical support internally for the most part. I can't really speak to the actual technical support from Jira as I haven't dealt with them for the most part.
View full review »HE
Hafez Elhawary
Senior Quality Control Engineer at Link Development
I haven't needed their support.
View full review »it_user461610
Technical QA Lead in HPE NGA Synchronizer at a tech vendor with 10,001+ employees
Haven't used it.
KB
reviewer1581915
CEO at a tech services company with 11-50 employees
The technical support could be more responsive.
View full review »ST
Shaju Thomas
Test Architect
Technical support could be made more efficient and localized.
View full review »VP
reviewer1253193
Technial Lead at a transportation company with 1-10 employees
We have not contacted technical support.
View full review »PV
reviewer1108320
Software Testing Engineer at a tech services company with 11-50 employees
I have not used technical support.
View full review »Buyer's Guide
Jira
March 2024
Learn what your peers think about Jira. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
768,578 professionals have used our research since 2012.
Buyer's Guide
Download our free Jira Report and get advice and tips from experienced pros
sharing their opinions.
Updated: March 2024
Product Categories
Application Lifecycle Management (ALM) Suites Application Requirements Management Project Management SoftwarePopular Comparisons
Microsoft Azure DevOps
monday.com
TFS
IBM Rational DOORS
OpenText ALM / Quality Center
Microsoft Project
Asana
ServiceNow Strategic Portfolio Management
OpenText ALM Octane
Rally Software
Polarion ALM
Smartsheet
Jama Connect
Broadcom Clarity
Freshdesk
Buyer's Guide
Download our free Jira Report and get advice and tips from experienced pros
sharing their opinions.
Quick Links
Learn More:
- Primary Use Case
- Valuable Features
- Room for Improvement
- Customer Service and Support
- Initial Setup
- ROI
- Pricing
- Other Advice
- Has anyone tried integrating HP ALM and JIRA ?
- Can JIRA provide integration to SAP automation?
- What Is The Biggest Difference Between JIRA And Microsoft Azure DevOps?
- What Is The Biggest Difference Between AgileCraft And JIRA?
- What is the biggest difference between JIRA and Micro Focus ALM?
- Which is better - Jira or Microsoft Azure DevOps?
- Is Jira better or would you go with Micro Focus ALM Octane?
- Is Jira a suitable solution for both agile and waterfall projects?
- Which tool is integrated better with Jira - Micro Focus ALM Quality Center or TestRail by Gurock?
- What are the equivalent Microsoft tools to Atlassian Confluence and Jira?
