Making support easier – our next steps

Making support easier – our next steps

We’re dedicated to improving your Developer and Marketplace support experience.

Today, we wanted to share with you our latest updates as we begin the next iteration.

*Stay updated with our plans to Improve Developer & Marketplace Support on the Partner Portal. Apply for access if you meet the eligibility requirements – one paid-via-Atlassian app and a private domain.

What’s changing?

From Oct 31, 2022 PT, you’ll be able to find more of your support requests in one place: Developer and Marketplace support [ECOHELP].

The following service desks will be deprecated, and their request types merged:

  • Cloud Fortified Apps Program (ERCLOUD)
  • Data Center Ecosystem (DCHELP)

:bulb: Don’t worry, we’ll clone all your existing tickets and data. Just like we did for the project launch in July.

Where you’ll find these requests

From Oct 31, 2022, visit Developer and Marketplace support to:

  • Apply for the Cloud Fortified Apps Program
    • Go to Security programs > Apply for the Cloud Fortified Apps Program

  • Submit the technical/annual review for your Data Center app
    • Go to App listing > Submit the technical review for your Data Center app

For technical or annual Data Center reviews, instead of five unique request types, there’ll also be a single ticket for:

  • Jira
  • Confluence
  • Bitbucket
  • Crowd
  • and Bamboo

Ask a general question

You’ll also be able to submit tickets on Developer and Marketplace support for general questions about:

  • Atlassian Marketplace
  • Data Center
  • Cloud Fortified

After launch

From Oct 31, 2022, the ERCLOUD and DCHELP service desks will:

  • Not accept new tickets
  • Allow read-only access to your tickets from the legacy projects

:information_source: You’ll see a reminder banner about the support desk migration one week before launch.

By simplifying our support channels, we aim to make it easier for you to get the help you need when you need it.


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