RFC-16 : Allowing users to connect with Partners on Marketplace

RFCs are a way for Atlassian to share what we’re working on with our valued developer community.

It’s a document for building shared understanding of a topic. It expresses a technical solution, but can also communicate how it should be built or even document standards. The most important aspect of an RFC is that a written specification facilitates feedback and drives consensus. It is not a tool for approving or committing to ideas, but more so a collaborative practice to shape an idea and to find serious flaws early.

Please respect our community guidelines : keep it welcoming and safe by commenting on the idea not the people (especially the author); keep it tidy by keeping on topic; empower the community by keeping comments constructive. Thanks!


Thank you for the comments and ideas around the RFC-4 Request a demo feature and proposed solution! Recognizing the significant flaws, we have revisited our approach and undertaken iterations to refine the solution. Our current problem remains -being able to build a bridge between Partners and the direct users (including potential users) of the app.

  • Author: 10 Jun 2023
  • Publish: 12 Jun 2023
  • Discuss: 20 Jul 2023
  • Resolve: 15 Aug 2023

What did we learn from previous RFC?

  • Some partners, especially those which primarily target larger organizations, do want the option to enable requests for a demo directly through their marketplace listing.
  • Though many partners identified serious flaws in this solution. In particular, we heard concerns that:
    • This solution, as proposed, could quickly overwhelm teams with too many or unqualified leads, which would be a poor experience for partners and customers alike (denied demo requests)
    • The majority of partners would seem to prefer additional or alternative forms of educating and qualifying leads. Such as:
      • Resources for live and recorded webinars
      • Resources for additional documentation
      • Integrations with familiar lead capture and scheduling tools
      • Desire for sandbox-type trial environments

The scope:

Given the serious flaws, we went back to the drawing board and iterated on the solution. Our current problem remains - being able to build a bridge between Partners and the direct users of the app. For this purpose, we are introducing several new touchpoints along the funnel.

In this RFC, we are going to detail out the 1st touchpoint (top of the funnel) that allows Partners to provide more resources to customers, and in return get direct contact information from them.

However it is only one of the many such initiatives under this umbrella. In the future, we want to add more touchpoints for collecting user information, such as:

  • Customers to share contact details to get access to additional demo content
  • Customers to share contact details for demos during requesting an app from admin
  • Customers to share contact details while installing an app
  • Customers to share contact details while reviewing an app
  • Customers to share contact details while churning an app

All of these touchpoints will allow users to send their own information to Partners which the latter can use to directly get in touch with them.

What did we change?

We have scrapped the initial “Request a demo” feature and are now approaching a more broader feature that can provide more reousces. Here’s what’s changed:

  1. What we heard: Redirecting users to pre-recorded demos, webinars or content before taking them up for 1:1 demos.

    What we can do: We are now expanding the feature to be a bridge that allows Partners to guide users to either documentation or pre-recorded sessions or demos as per their choice. Partners will have the space to offer 3 different links (to the above templates) to direct customers where they want, and conduct the session as they see fit.

  2. What we heard: Requirement of scheduling integration to reduce back and forth

    What we can do: While offering a standard scheduling integration from Atlassian is not something we can take up with this rollout, we are offering a space for partners to add scheduling links of their own. However, based on the demand and usage of the feature, we will consider further enhancements as needed.

  3. What we heard: Ability to switch feature ON/OFF

    What we can do: As this feature will be opt-in only, it will be OFF for all marketplace listings, except those who have explicitly opted-in. Partners will not have the control to switch it ON/ OFF. For the 1st iteration, we cannot offer a choice as we will be running this for a particular period of time for the selected partners and want to evaluate certain metrics. Toggling between the choices can throw off our understanding of its effectiveness.

  4. What we heard: Being able to give demos only to high-intent customers (eg: >1000 users).

    What we can do: In the first round, Partners will themselves have to select customers they want and do not want to offer demos to, and communicate with them accordingly. However, as we scale, we will keep this point in mind and allow selected display of this feature to high-intent customers only.

  5. What we heard: Other methods such as getting customer data through an API, logging demos via JSM, etc.

    What we can do: For the 1st iteration, we want to validate the need through an email-led process. We will be working on a more streamlined way in the future as the feature gains popularity.

Here’s how we are bringing about these changes:


All visitors will be able to see a CTA on the app listing page of selected apps. Only logged-in users will be able to access to modal that pops up next.

[Please note that the screens and the copies are not final, and being improved upon.]

Customer flow:

Logged-in users are directed toward a modal where we ask for the following mandatory information:

  1. Name and email address (these are auto-captured from their profile and not explicitly asked)
  2. The organization they work at (auto-captured if available)
  3. Their designation (auto-captured if available)
  4. Their team size (customer must enter)
  5. Additional comment for help

On completing the form, customers will now get access to the resources that partners have provided. As of now, we want to provide a space for 3 types of resources:

  1. Link to documentation/ written tutorials or content
  2. Link to pre-recorded videos they can look at
  3. Link to schedule live demo sessions

For the 1st iteration, we will request all selected/ interested partners to provide at least 1 of the 3 types of experiences available (eg: you may choose to provide only demo sessions, only documentation, or documentation + pre-recorded session links, etc).

The action button for each will then redirect the user to whatever link you have provided us with. Hence, all 3 are outbound links that you can use to direct the user to your Calendly, Youtube, website, etc.

We will send a copy of the available links to the customers as an email. Partners will receive an email containing the details of the customer who requested access to these resources.

Email partners will receive. You can also provide feedback on the process through a survey form.

Email customers receive after filling in the form containing the same resource links.

Partners are free to contact the customers using their details for the sole purpose of conducting a demo or providing app information. As of now, we will do this on an opt-in basis with links collected manually, however, we will work on making it an automated section that partners can manage independently once we can gauge the user traffic.

What is coming next?

As we continue to shape this work, we will keep you posted. We are also open to expanding this feature and changing the flow (and taking up the other, more persistent and long-term solutions), based on the response we receive once it is live. Currently, we want to release the feature with the aim of gauging the collective response from customers , partners and understanding how we should shape the feature based off that.

Thanks again for all of your comments to help improve this solution!


Thank you Malathi for listening to us!

This is defintivley something we’ll be excited to make use of.

In the long-term roadmap - is it possible to get the requests through an api rather than an email since we can ingest that into our CRM?




Would it be possible to just have a Calendy like interface to schedule a call? Timezones are the biggest issue right now, most of the customers are sure we all live in the same one.

No other information needed. Please keep it simple.


Hi @MalathiVangalapati ,

Can you please elaborate on the flow? Based on the CTA on the app listing I would expect that View product resources -> link to bring me to a page instead of opening a modal.

The modal it opens is also not a “View” of product resources, but a Get product advice form. You will only get the view of the product resources once you’ve filled in the form to request additional information.

So the CTA does not seem to correspond with a reasonable UX expectation, and in addition, the form adds friction to the ability of the customer to quickly access additional resources provided by the partner.

This does not seem to align with the stated solution of the feedback from RFC-4:

The purpose was to allow customers to do self-service before reaching out to Partners, but the current implementation still asks customers to reach out to partners prior to being able to access self-service resources.


In addition, there also seems to be a disconnect between the more open questions of Get product advice form and the content of the email, which explicitly says You have logged a demo request?

The form never indicates that the customer is requesting a demo, and it also strikes me as odd given that there is an additional “Schedule a demo” option in the 3 links. Could it be that the contents of the email have not yet been updated to reflect the different nature of the “Get produc advice” form?

1 Like

Typically, you provide your info to gain access to material not publicly available. If, as a customer, I would provide my private info to then be given a link to a public web page or youtube video, I would be a little pissed at the company.

I think that the modal makes sense only for demo purpose or private material. You should present the links first and each link should have a field saying if this is private or public info. In case of private, then ask for the additional info.


I get that we’re still at the RFC stage here, but can we get a copy review / cleanup on the shared screenshots while still in the RFC process? I think there is confusion amongst vendors on how to provide feedback because our feedback may meaningfully change based on how the phrasing and copy will look like.

My .2c from what I see so far is that the flow of provide info to then click a link and provide similar info again to schedule a demo is a suboptimal flow.


@MalathiVangalapati some really positive changes here!

A couple of questions…

Is opt-in at a Partner or Product level? can we select customers we want and do not want to offer demos to at a Product level?

Also, I assume we can define the email address displayed on the form and the requests are directed to?

1 Like

Will this be invite-only or is there some kind of application form?

1 Like

I’m interested to know the answer to this too. We would be keen to be part of the pilot

Thank you, @danielwester , for your valuable feedback. As part of our long-term roadmap, we have plans to incorporate APIs that you can use to ingest data your CRMs, marketing tools, and other relevant platforms. However, the implementation of these features will depend on the adoption and feedback we receive from our partners and customers. We appreciate your input and will take it into consideration as we continue to evolve the functionality.

Hi @dmitry.astapkovich

For the initial release, you can easily share a link to your preferred calendar scheduler, like Calendly as part of the opt-in form. This link will be included in the modal and the email sent to customers who have opted for demos, enabling them to conveniently schedule a call with you.

Hi @boris

I’ve made updates to the screenshots and included nearly final copy. While it’s not the final version, it captures the essence of our goals. I would appreciate your feedback on this copy.

In terms of the flow, most customer information is pre-populated for logged-in users to minimize effort. However, we recognize the inconvenience of filling the same information twice in the modal and calendar scheduler. We’ll explore options to pre-fill this info in the scheduler links provided by partners too.

1 Like

Thank you for the excellent feedback @yvesriel . Our goal is to provide customers with access to content that is currently unavailable on the marketplace. We are aware that some partners currently host such content on their web properties, and this feature will allow customers to access all that valuable content until it becomes available on the marketplace. This approach will provide us with ample time to experiment, refine, and improve the feature. We appreciate your suggestion to add a label indicating whether the link is public or private, and we have added it to our product backlog for consideration.

As of now we have added the information barrier for all end-users as it allows us to provide Partners with a view on ALL the visitors to their resources. However, as mentioned in another comment, we would like to understand if Partners are more interested in high-intent leads only (eg: customers looking to schedule a demo or webinar session) against low-intent leads opting for more self-serve solutions (eg: those opting to view documentation/ youtube tutorials)?

Hi @ChrisHouckhamWest

The opt-in process will be implemented at the app level, rather than the partner level. Currently, we don’t have the feature to select specific customers for offering demos, but it’s on our backlog and will be explored based on demand. As for the emails, they will be included in the partner opt-in form, which might involve a manual process initially, such as using a Google Form. Customers will receive access to these email addresses once they provide their information.

Hi @CraigWillson @t.letschert

As you are aware, we seek feedback from community through RFCs to gather insights on our initial ideas before they join the roadmap. We will share more details as we progress. Also, like our other features, an Early Access program will be available, and we’ll keep you posted.

Hi @remie

Our aim in capturing details of the users is to allow partners a view of all the end-users who are opting to view these resources. Our assumption has been that not all users would necessarily reach out for hand-holding, and in return partners can have a complete view of all visitors to these resources. Hence, all resources are hidden behind an information wall.

However, we would like to understand your views on this to develop the feature further. Would you prefer to receive leads of high-intent customers only (eg: customers looking to schedule a demo or webinar session) against low-intent customers opting for more self-serve solutions (eg: those opting to view documentation)?

Based on this, we can explore more options, such as allowing Partners to opt whether to receive leads or not/ removing the barrier for low-intent or self-serve options/ as well as clear UI call-outs (for customers) regarding the information barrier.

I’ve made some updates to the screenshots and included near-final copy. Although it’s not the final version, it does capture the essence of what we’re aiming for. I would appreciate your feedback on this copy.


Thank you for updating the screenshots! It makes more sense now :tada:

The only concern remaining for me is that from a GDPR point of view, there is no reason for collecting user data to view resources like additional documentation & product demo videos. Soliciting personal information from customers should have a clear purpose, for instance when scheduling a demo. There is no purpose in collecting PII for viewing documentation / product demos.

The consent checkbox also does not provide any indication that the partner might be contacting the customer. So it does not explain why Atlassian is soliciting PII for documentation & product demos and it does not tell the customer that the partner might be contacting them as a result of this product resources request. Hence, the consent does not specify the purpose either, which is also against GDPR.

In the current state, I would not want to be receiving the customer PII, because I can’t do anything with it from a GDPR point of view.


Thank you for the update, @MalathiVangalapati

It doesn’t looks like you understand my point here. Would it be possible to have only Calendy? One button “Schedule a demo”, click, Calendy UI and that’s it. No forms, no checkboxes, just a straightforward action similar to 99,99% of other services of that kind.

For any links, additional information, resources and other stuff we have the description section. On top of that we have Documentation, Community and Support links. That’s more than enough. I honestly can’t imagine why and how exactly I would split our resources into public and “extra-request-only”.

You still can offer a hardcore multi step path to vendors, but please consider having the most simple one in place.