Our service desk is not loading anymore and giving erros

[Lex]

Since last week we're getting issues while trying to use our Service desk. The Support portal is not available to our customers anymore and we're getting a errors in the back-end when trying to check the settings. We are using a free plan but this worked all time so no idea what happend.  

Before we saw Channel -> Support portal and mail but it's not visible anymore as well in the sidebar. 

https://i3next.atlassian.net

[Franklee · Accepted solution]

I’ve seen this happen before — usually it’s either a temporary outage on their end or a limitation that kicks in with the free plan. Sometimes clearing cache/cookies or testing in incognito helps, but if the issue is at the back-end, it’s best to raise a support ticket directly.

[Karan Sachdev]

Hey @Lex

Welcome to Atlassian Community!

It appears that your Jira Service Management subscription is no longer active. Can you please check if you're able to create a new service project? Or go to the admin hub (admin.atlassian.com) and check your subscriptions under the Billing tab.

For help with subscriptions, you may contact the Atlassian billing support here: https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/

Thanks!

[John Funk]

Hi Lex - Welcome to the Atlassian Community!

I don't see anything for incidents the last couple of days with JSM. Does this happen with other projects, also? Or just this one? 

[Lex]

Hey @John Funk , thanks for the quick reply. We have other service projects where everything works fine, but this particular project is on a Free membership. We were wondering if maybe the Service Desk Portal feature was removed for free users? It seems odd that I can no longer see Channels → Service Desk Portal. I’m not sure how to investigate this further. Do you have any ideas? Any guidance would be greatly appreciated.

[John Funk]

Sorry, it has been a while. Is this still happening? You can't have one service project that is on a Free subscription and the others be on a different subscription in the same instance. So it is not that. Hopefully it was just a temporary glitch. 

[Professor]

That sounds frustrating. Sometimes features disappear if there’s a temporary outage or if something changed in the free plan. Have you tried clearing cache or checking the service status page? If it still doesn’t show up, it might be worth reaching out to Fresh desk support directly.