SynapseWorks Support
We are here to help.
Support scope
This page lists support channels for SynapseWorks products.
For non-Atlassian digital products (e.g., browser extensions), support is provided via the same support email and will be described on the relevant product page.
For the fastest response, contact us via email and include context so we can resolve your issue quickly.
Synapse Support
Synapse support is available at [email protected].
Documentation: Synapse GitBook docs.
What to include
- Your Atlassian cloud site URL and project key.
- Relevant Jira issue key(s) and a short description of the task.
- Steps taken before the issue occurred and expected vs. actual result.
- Timestamp and screenshots (redact any secrets or personal data).
- Whether the issue blocks production, testing, or evaluation.
Decision Register for Jira Support
Typical response time: 1-2 business days
Contact [email protected] for Decision Register for Jira support.
What to include in your support request
- Your Jira Cloud site URL.
- Affected project key and action performed (Load projects, Generate register, or Export CSV).
- Step-by-step reproduction steps.
- Timestamp of the latest occurrence (with timezone).
- Expected vs actual result and screenshots, if available.
Documentation & support guide: Decision Register GitBook docs
We will never ask for
- Jira credentials or passwords.
- Personal access tokens or API tokens.
- Session cookies or MFA codes.
- Unbounded administrative access to your site.
If you receive a request for sensitive information that seems unusual, please contact [email protected] immediately.
Marketplace-friendly commitments
- All requests are handled via official support channels.
- No credentials are stored; troubleshooting stays within Atlassian Forge context.
- Security reports are acknowledged promptly and triaged with priority.