Would Atlassian support have access to our Jira Cloud hosted business ServiceDesk?

[Andy T]

So I'm completing an internal DPIA for my business who are looking to invest in Jira Service Management Cloud. One of the questions asks who will have access to the Jira Cloud ServiceDesk? As this will be an internal IT ServiceDesk my first thoughts were simply all business employees can log tickets i.e have access. However, I need to understand if Atlassian Support also have access to what would be my companies IT ServiceDesk in order to fully answer the question being asked.

So the question is would Atlassian have access to a cloud hosted Jira Service desk and if so how is that access managed?

Thanks

[Joseph Chung Yin · Accepted solution]

@Andy Townley -

Welcome the community.  When one files support request to Atlassian Support (CLOUD env), you will be prompted with a question if you allow the support team to access your JSM setup.  You can choose NO or Yes. 

It is my understanding that Atlassian Support team doesn't access your content for no reason at all + if no support ask is filed by authorized users from your end.

Feel free to contact Atlassian Support (https://support.atlassian.com) to confirm.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Andy T]

Thanks Joseph for your response and direction.

Regards

Andy

[Joseph Chung Yin]

Excellent.  If my response helped you on your question.  Please click on Accept answer when you have a chance.

Best, Joseph