I'm a System Admin But Can't Submit a Support Ticket - Help

[Mandy Froelich]

I'm a System Admin but am unable to submit a Support ticket regarding functionality with the Sprint process. 

How do I get ahold of a human on the Customer Support side? Thanks. 

[Laura Holton _ACE Rotterdam_ · Accepted solution]

Hi @Mandy Froelich 👋

As a site administrator of a Standard Cloud site, you will definitely have permission to create tickets. However, what might be happening is that you are accessing our support page with another account that doesn’t have permission. If you have more than one Atlassian account, it might happen.

Try opening an incognito window or use another browser where you are logged out of all of your accounts to make sure you will be redirected to the correct one that has admin access to create the tickets.

I hope this helps but if you have any other questions just ask away 😃

All the best,

Laura

[Mandy Froelich]

Hey, Laura. 

That worked! Thank you. 

[Laura Holton _ACE Rotterdam_]

That's great news Mandy 😄

[John Funk]

Hey Mandy,

Just some clarification - a Site Admin is not a System Admin. And just because you are a Site Admin does not mean that you are a billing contact or a technical contact. 

Just right off hand, it doesn't appear that you have permission to submit a support ticket. 

I am going to see if someone from Atlassian can come take a look to verify. 

[Mandy Froelich]

Hey, John. Thanks for your input. Laura's suggestion worked - logging in and submitting a ticket in an Incognito window allowed me to contact support. Thanks!