Update (September 27, 2026): Migration Postponed
During our scheduled migration over the weekend, we encountered an unexpected issue and made the decision to roll back and postpone the transition at this time.
What you need to know
- Continue using the current portal: Please continue submitting tickets via https://developer.atlassian.com/support and managing existing ECOHELP tickets.
- No impact to active tickets or SLAs: All existing tickets remain active and uninterrupted in the current portal, and our support team is operating as usual.
- Rescheduled date: We are working through the root cause and will provide an updated migration timeline well in advance of our next attempt.
Thank you for your patience and understanding.
As part of our ongoing commitment to the Marketplace partner and developer experience, we’re migrating our support ticketing system to Atlassian’s standard support platform — bringing you a more unified, streamlined experience built on the same infrastructure that serves all Atlassian customers.
What does this mean for you? Starting Sep 28, 2026, you’ll notice a new support portal URL and a refreshed experience with faster, more integrated workflows. All tickets will automatically carry over, so there’s nothing you need to do.
What’s changing
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New support URL: You’ll access support through support.atlassian.com/contact instead of the current Developer and marketplace support portal
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Existing tickets are migrated: Any open tickets will be available under the new system. You do not need to re-submit anything.
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Improved portal experience: View all your tickets in a single location.
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Smarter identity recognition: We’ll know who you are automatically based on your Atlassian account.
Submitting a support request
| Before | After 2026-9-28 | |
|---|---|---|
| Support URL | ecosystem.atlassian.net/servicedesk/customer/portals | support.atlassian.com/contact |
| Portal view | Simple JSM ticket creation portal | Intelligent Contact Form |
| Identity recognition | You must provide your Partner ID and App ID manually | We recognize you automatically based on your Atlassian account |
| Request types shown | All request types shown to everyone | Tailored to your role. You’ll only see options relevant to your Marketplace or developer activity |
What’s NOT changing
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Same team, same expertise: The same support engineers you work with today are the same people supporting you after the move.
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Same SLAs: Your response time and resolution commitments remain identical. No change to your entitlement.
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Same internal escalation paths: Escalations and priority handling all work the same way.
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Same Partner Tier recognition: Top Marketplace partners continue to receive prioritized support.
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Same scope of support: We still cover the same request types: development blockers, app review issues, Marketplace listing questions, Forge platform support, and more.
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App reviews and security programs stay on EAN: Marketplace app review tickets and security program tickets (in the ECOHELP/AMS projects on ecosystem.atlassian.net) will continue to be managed there. However, you can view and access these tickets directly from support.atlassian.com/requests — no need to switch portals to track them.
Your Customer Support Portal (where you track your tickets)
Additionally, the portal where you view and manage your open cases is also getting an upgrade. The URL is changing to support.atlassian.com/requests, and the experience is now unified with the rest of Atlassian support.
| Before | After 2026-9-28 | |
|---|---|---|
| Portal URL | ecosystem.atlassian.net/servicedesk/customer/portals | support.atlassian.com/requests |
| Ticket visibility | Visible only in the Developer & Marketplace portal | All your tickets (product support and developer support) will be visible in one place |
| Escalating a case | “Escalate” option available from the ticket | “Escalate issue” button available in the portal when your case is active |
| Resolving a case | “Resolve” option in the portal | “Resolve issue” button available. You can also accept or reject a suggested resolution from our team |
| Reopening a closed case | Comment on the ticket to reopen | Use the “Reopen” link in the portal, or comment and our team will follow up |
A note on Marketplace app reviews and security programs
Marketplace App reviews and security program tickets are managed in the ECOHELP and AMS projects on ecosystem.atlassian.net (EAN), and this will not change.
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Viewing your tickets: Even though these tickets live on EAN, you can access and track them directly from support.atlassian.com/requests once you’re logged in. You don’t need to visit EAN separately.
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Applying for a security program: If you navigate to support.atlassian.com/contact to apply for a security program, you will be redirected to create your ticket on EAN (ECOHELP project) as usual. This is expected behavior and the redirect is intentional. Your application will be handled by the same team through the same process.
What you need to do
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Update your bookmarks — After 2026-9-28, use support.atlassian.com/contact to raise new support requests and support.atlassian.com/requests to track your cases.
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No action needed for open tickets — We’ll migrate them for you. You’ll receive a comment on any active ticket with the new URL.
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Check your Atlassian account — Make sure your developer/partner email is associated with your Atlassian account so we can recognize you automatically.
Timeline
- Friday, Sep 25, 2026 (5 PM PST) through Monday, Sep 28, 2026 (10 AM AEST) Migration weekend. Important note: new tickets cannot be submitted during this window. A banner will be displayed on the contact form.
- Monday, Sep 28, 2026 (10 AM AEST) New platform live. Submit new tickets via support.atlassian.com/contact
