Support
How to reach us, what to include, and what we can help with.
We aim to reply within one business day. We are in the United States, Central time.
What to include
Four things turn a slow exchange into a fast one:
- Your Atlassian site address — the
something.atlassian.netpart. - What you expected and what you saw. A number that looks wrong is more useful than "it's broken", and the actual figure is more useful still.
- The report's setup — source, tabs, measures. A screenshot of the editor steps is perfect.
- A screenshot of what is on screen, including any message.
Please do not send us work item data, exported reports or anything confidential. We will not ask for it, and we cannot look at your site ourselves.
Worth checking first
- A number looks wrong — press Refresh. The report says how old its results are, and the cache is the most common explanation. Then check roll-up modes.
- Someone sees different totals from you — that is usually correct. Reports run as the viewer.
- An initiative shows no children — the link direction, almost every time.
- A report is slow — five things that make it fast.
- A warning rule reports nothing — check whether it says it could not be checked. That is a different answer from "nothing matched".
- The answer may already be on the FAQ.
What we can and cannot help with
Yes: anything RollGrid does, including reports that are hard to build, numbers that do not match, and bugs. Tell us about bugs — they get fixed.
No: your Jira configuration, other vendors' apps, and Atlassian billing. For billing, Atlassian handles Marketplace purchases and can act on them where we cannot.
Security issues
Same address, and please say "security" in the subject so it is read first. See security.
Feature requests
Welcome, and genuinely read. If you tell us the question you are trying to answer rather than the feature you think you need, there is a fair chance we can already answer it — and if we cannot, the question is the more useful thing for us to have.