Atlassian Tech Support Crisis
Dear Atlassian, can we please have a better support centre? Not having support centre staff based in the Australasia region means that we effectively have a 24 hour response time... and this is very frustrating.
Let me back up for a second
Have you ever been on the phone to a technical support centre for something urgent and the support person on the other end says something like this to you: "So let me just clarify that I've understood your issue correctly...." and then they clarify exactly what it is that you said to avoid diving deep into the wrong solution? This is a support person's superpower! Calmly and collectedly clarifying your issue. Like a good friend does, or a counsellor.
BUT
Now imagine that the support you are getting is over chat and is coming from Europe... which means their day starts after your day is over... So NOW, in this case, the clarification phase of any issue you raise goes for about.. 2 days!
Here's a recent example I went through:
Me, 8:30 am Friday Australian time (Which is 10:30 PM Thursday Atlassian help centre time):
"Hi Atlassian, can I please have very specific help with the following licencing issue: ...bla bla bla"
Atlassian: 9:00 am (their Friday) Atlassian help centre time - WHICH IS 7:00 PM FRIDAY AUSTRALIAN TIME:
Hi Kevin, before I provide any help, can I please clarify the following details on your issue...... Is that what you are really asking?
Me 8:30 am MONDAY Australian time... - 10:30 PM Sunday Atlassian help centre time.
......Hi Atlassian, yes, that was correct.. But never mind. I've already given up. See, I got fired when my computer accidentally FLEW OUT OF THE WINDOW!!
It's a painful experience.
Let me clarify.
Here is what I am NOT saying:
- I am NOT saying that the Atlassian help centre staff are bad. They ARE good, they ARE polite and they ARE helpful. The help I have eventually received HAS ultimately solved my problems.
So thank you for that.
Here is what I AM saying:
- The response time is KILLING US!!
After I had calmed down a little, I realised something kind of scary: To Atlassian, the Australian customer support requirement is about the same size as that of Los Angeles, California... And not even half of that of their British users. These aren't credible comparisons, so please don't quote me - but it helped me put one thing in perspective: to Atlassian, it doesn't make a whole lot of sense for them to base any customer support here... So we will just have to put up with it until they create a chatbot that helps us navigate the beast that is https://support.atlassian.com/.
So what do you do??
Well, there is hope!
I have put a slack support channel together for my Atlassian Licencing customers here in Australia AND New Zealand. And it's working quite well! The challenges that each of our customers are facing are often quite similar - and of course that's the case! So it's not that much of an ask to clarify the issue and point you in the right direction. ...I suppose we could just compile all these similar issues into a searchable FAQ page... but who is going to clarify the issue for you then?? I kid. But seriously, it's been working a treat.
Unfortunately, I am still bound to the Atlassian response time for all the edge cases that come across my desk... But fortunately, you don't have to be.
Have a great weekend!
Kevin
As always, feel free to comment, like, share - or if you have a question, get in touch!
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