Help & Support
Help & Support
Our Atlassian-certified support team is here to help with any questions about GitConnect for Jira with GitHub and GitLab. Work through the checklist below before opening a ticket - most issues are resolved without one.
Before Contacting Support
- Confirm the app is installed and active: Jira Settings → Manage apps → GitConnect for Jira shows "Active"
- Check the repository's status in Manage Integrations - a sync Error often points to an expired or revoked token
- Try the action in a different browser or incognito window to rule out cache issues
- Check whether the issue affects all users or only specific users or groups
- Review Common Setup Issues and the FAQ for known issues
Contact Options
| Channel | Details |
|---|---|
| developers@clovity.com | |
| Marketplace Support Portal | Visit the app's Atlassian Marketplace listing → Support tab to open a ticket directly |
| Atlassian Community | Browse community discussions where other customers share tips and experiences |
Business Hours
Monday – Friday, 24 hrs (PDT)
Response Times
| Priority | Response Time |
|---|---|
| Critical (app completely non-functional) | Same business day |
| Standard questions & bug reports | 1–2 business days |
| Feature requests | Reviewed weekly by the product team |
What to Include in Your Request
For the fastest resolution, always include:
- Jira Cloud site URL (e.g.,
yourcompany.atlassian.net) - App version - visible in Jira Settings → Manage apps → GitConnect for Jira
- Provider and hosting - GitHub or GitLab, cloud or self-hosted
- Authentication method used - OAuth, personal access token, or webhook-only
- Steps to reproduce the issue
- Expected behavior vs. what actually happened
- Screenshot or screen recording if the issue is visual
- Whether the issue affects all users or specific users/groups
Feature Requests
Email developers@clovity.com with subject: Feature Request: [short description]
All feature requests are reviewed by the product team. You will receive a confirmation that your request was received. You can also submit requests via the Support tab on the Atlassian Marketplace listing.