Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device. Atlassian cookies and tracking notice, (opens new window)
Support tickets will be answered seven (7) days a week, between 8 am to 8 pm Eastern time.
Technical Support Request
Required fields are marked with an asterisk*
{"xsrfToken":"6f262699ff71c9d6cfacc22cbb5cda74b4bcd458_lout","branding":{"id":"1","key":"cs","name":"Distinct AI Support","portalBaseUrl":"/servicedesk/customer/portal/1","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/1/34","theme":{"headerBGColor":"#070015","headerLinkColor":"#ffffff","headerLinkHoverColor":"#140238","headerLinkHoverBGColor":"#140238","headerBadgeColor":"#140238"}},"helpCenterBranding":{"logoId":"","isLogoAvailable":false,"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Help Center","translations":{"en-US":{"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Help Center","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#0074e0","helpCenterTitleColor":"#ffffff","useDefaultBanner":true,"isBannerAvailable":false,"hasTopBarBeenSplit":false},"portal":{"id":"1","key":"cs","projectId":10072,"serviceDeskId":1,"name":"Distinct AI Support","description":"<p>Welcome! You can raise a request for support using the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/1","reqTypes":[{"id":"78","name":"Request Download Assistance","descriptionHtml":"","callToAction":"Request Download Assistance","introHtml":"<p>Request help or guidance for downloading files or resources from the system.</p>","icon":10731,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10731","groups":[1],"key":""},{"id":"45","name":"Technical Support Request","descriptionHtml":"","callToAction":"Technical Support Request","introHtml":"<p>For Installation, Launching, and General Support Problems</p>","icon":10511,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[1],"key":""},{"id":"12","name":"Application configuration support","descriptionHtml":"","callToAction":"Application configuration support","introHtml":"<p>Assistance with application configuration</p>","icon":10469,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10469","groups":[],"key":""},{"id":"5","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10527,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"11","name":"Installation Support","descriptionHtml":"","callToAction":"Installation Support","introHtml":"<p>Need help downloading or installing? Select this to request assistance.</p>","icon":10468,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10468","groups":[],"key":""},{"id":"2","name":"Licensing and billing questions","descriptionHtml":"","callToAction":"Licensing and billing questions","introHtml":"<p>Choose this if you have questions about licensing or billing.</p>","icon":10536,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10536","groups":[],"key":""},{"id":"4","name":"Other questions","descriptionHtml":"","callToAction":"Other questions","introHtml":"<p>Don't see what you're looking for? Select this option and we'll help you out.</p>","icon":10549,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10549","groups":[],"key":""},{"id":"3","name":"Product trial questions","descriptionHtml":"","callToAction":"Product trial questions","introHtml":"<p>Trying out our product and want more information? Select this and we'll be happy to answer your questions.</p>","icon":10541,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10541","groups":[],"key":""},{"id":"6","name":"Report a bug","descriptionHtml":"","callToAction":"Report a bug","introHtml":"<p>Please use this option for critical errors. This category is meant for application conflicts. Please use application support for launch and installation issues.</p>","icon":10545,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10545","groups":[],"key":""},{"id":"7","name":"Suggest a new feature","descriptionHtml":"","callToAction":"Suggest a new feature","introHtml":"<p>Let us know your idea for a new feature.</p>","icon":10535,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10535","groups":[],"key":""},{"id":"8","name":"Suggest improvement","descriptionHtml":"","callToAction":"Suggest improvement","introHtml":"<p>See a place where we can do better? We're all ears.</p>","icon":10539,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10539","groups":[],"key":""}],"reqGroups":[{"id":1,"name":"General"}],"orderMapping":{"1":[45,78],"35":[5,4,6,7,8],"34":[6,7,8]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"d8971f60-89cd-3902-b032-f3421d0bf742","appLinkName":"","appLinkUrl":"","spaceKey":"CS","spaceName":"Customer service","spaceUrl":"","isServer":false},"labels":[],"projectKey":"CS","serviceDeskId":1,"kbLinkDomainURLs":["https://go.support.distinctplugins.io","https://distinctai.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":1,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"CS","userLanguageHeader":"Hours of Operation","userLanguageMessageWiki":"<p>Support tickets will be answered seven (7) days a week, between 8 am to 8 pm Eastern time.</p>","defaultLanguageHeader":"Hours of Operation","defaultLanguageMessage":"Support tickets will be answered seven (7) days a week, between 8 am to 8 pm Eastern time.","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI3OWMwMzBiYy04N2U5LTQ2NDktOThkNi02MmQzZjc4MzRiNzciLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDA3MiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl19LCJleHAiOjE3NjUwOTQyMTMsIm5iZiI6MTc2NTA5MzAxMywiYW5vbklkIjoiYW5vbi11c2VyIn0.cW_UeJUM3Hbo3D27u3Mt5Fh-Lfi1sEbhzCCHyN7fDVA","targetCollection":"upload-project-10072","endpointUrl":"https://api.media.atlassian.com","clientId":"79c030bc-87e9-4649-98d6-62d3f7834b77","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":45,"projectId":10072,"issueType":{"id":"10053","name":"Support"},"form":{"name":"Technical Support Request","descriptionHtml":"","callToAction":"Technical Support Request","intro":"<p>For Installation, Launching, and General Support Problems</p>","instructions":"","icon":10511,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/1/create/45","requestValidateBaseUrl":"/servicedesk/customer/portal/1/validate/45","calendarParams":{"firstDay":0,"date":"2025-12-07T02:36:54-0500","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"d8971f60-89cd-3902-b032-f3421d0bf742","appLinkName":"","appLinkUrl":"","spaceKey":"CS","spaceName":"Customer service","spaceUrl":"","isServer":false},"labels":[],"projectKey":"CS","serviceDeskId":1,"kbLinkDomainURLs":["https://go.support.distinctplugins.io","https://distinctai.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI3OWMwMzBiYy04N2U5LTQ2NDktOThkNi02MmQzZjc4MzRiNzciLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDA3MiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl19LCJleHAiOjE3NjUwOTQyMTQsIm5iZiI6MTc2NTA5MzAxNCwiYW5vbklkIjoiYW5vbi11c2VyIn0.RiSJbl5jUVlpdZtPR0t2oQiLYr5A70oxJfgCuZB0ZeI","targetCollection":"upload-project-10072","endpointUrl":"https://api.media.atlassian.com","clientId":"79c030bc-87e9-4649-98d6-62d3f7834b77","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{"id":4940048014986613,"updated":"2025-10-29T20:28:42.074977547Z","publish":{"jira":{"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[12,45],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":4940048014986613,"name":"Technical Support Request","submit":{"lock":true,"pdf":false},"templateFormUuid":"30eec48e-378a-4b7a-b151-188c7acdc58f"},"layout":[{"version":1,"type":"doc","content":[{"type":"panel","attrs":{"panelType":"info"},"content":[{"type":"paragraph","attrs":{"localId":"c73c1b48-23e8-4e71-83e9-50219cfdb0db"},"content":[{"type":"text","text":"Sorry to hear you’re experiencing issues. To help us diagnose and fix your problem sooner, be sure to provide as much detail as possible."}]}]}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":24},"layout":"default","localId":"6b2dfb73-542e-4f5a-8772-6443a7795787"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":28},"layout":"default","localId":"51ee4d38-88dc-47a1-ae8a-71f5e295fb47"}},{"type":"table","attrs":{"isNumberColumnEnabled":false,"layout":"default","localId":"0bf81c63-f376-4658-85c3-8dfaf2850b26"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":30},"layout":"default","localId":"ad494723-7779-436b-8bcf-9a5b1fa8530e"}},{"type":"paragraph","content":[]}]},{"type":"tableCell","attrs":{},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":15},"layout":"default","localId":"b45715d3-3d26-439d-b1ca-f0619c501115"}},{"type":"paragraph","content":[]}]},{"type":"tableCell","attrs":{},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":18},"layout":"default","localId":"71ac8bd9-9028-424f-b203-078fdab1ada6"}}]},{"type":"tableCell","attrs":{},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":19},"layout":"default","localId":"d4be3c78-ea2d-48bf-9fd2-e8db9902de34"}}]}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":31},"layout":"default","localId":"99b40b20-1c50-44c0-bbeb-c2fb20200759"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":29},"layout":"default","localId":"c1608eb3-6bc8-4957-8c2b-28d1fb199299"}}]}],"conditions":{},"sections":{"1":{"conditions":[]}},"questions":{"19":{"type":"cm","label":"Graphics Card","description":"Which Graphics Card are you using?","validation":{"rq":true},"jiraField":"customfield_10426","questionKey":""},"15":{"type":"cm","label":"Host Application","description":"Which host program are you experiencing the problem","validation":{"rq":false},"choices":[{"id":"1","label":"Corel Paintshop Pro","other":false},{"id":"2","label":"CorelDRAW","other":false},{"id":"3","label":"Adobe Photoshop","other":false},{"id":"4","label":"Affinity Photo","other":false},{"id":"0","label":"Other...","other":true}],"questionKey":""},"24":{"type":"ts","label":"Your Name","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"31":{"type":"cd","label":"Where was the program purchased from>","description":"Please choose one of the options","validation":{"rq":true},"jiraField":"customfield_10427","questionKey":""},"18":{"type":"cm","label":"Operating System","description":"Which OS are you experiencing the problem","validation":{"rq":true},"jiraField":"customfield_10425","questionKey":""},"30":{"type":"cm","label":"Product","description":"Which product are you using?","validation":{"rq":true},"jiraField":"customfield_10424","questionKey":""},"29":{"type":"at","label":"Attachments","description":"Any screenshots or reports you wish to provide, please upload them here.","validation":{"rq":false},"choices":[],"questionKey":""},"28":{"type":"pg","label":"Please explain the issue","description":"The more details that you provide, the easier it will be for our support staff to provide you with the answer you seek.","validation":{"rq":false},"choices":[],"questionKey":""}}},"uuid":"30eec48e-378a-4b7a-b151-188c7acdc58f"},"proforma":{"formExists":true,"formValid":true,"formTemplateData":{"id":4940048014986613,"updated":"2025-10-29T20:28:42.074977547Z","publish":{"jira":{"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[12,45],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":4940048014986613,"name":"Technical Support Request","submit":{"lock":true,"pdf":false},"templateFormUuid":"30eec48e-378a-4b7a-b151-188c7acdc58f"},"layout":[{"version":1,"type":"doc","content":[{"type":"panel","attrs":{"panelType":"info"},"content":[{"type":"paragraph","attrs":{"localId":"c73c1b48-23e8-4e71-83e9-50219cfdb0db"},"content":[{"type":"text","text":"Sorry to hear you’re experiencing issues. To help us diagnose and fix your problem sooner, be sure to provide as much detail as possible."}]}]}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":24},"layout":"default","localId":"6b2dfb73-542e-4f5a-8772-6443a7795787"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":28},"layout":"default","localId":"51ee4d38-88dc-47a1-ae8a-71f5e295fb47"}},{"type":"table","attrs":{"isNumberColumnEnabled":false,"layout":"default","localId":"0bf81c63-f376-4658-85c3-8dfaf2850b26"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":30},"layout":"default","localId":"ad494723-7779-436b-8bcf-9a5b1fa8530e"}},{"type":"paragraph","content":[]}]},{"type":"tableCell","attrs":{},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":15},"layout":"default","localId":"b45715d3-3d26-439d-b1ca-f0619c501115"}},{"type":"paragraph","content":[]}]},{"type":"tableCell","attrs":{},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":18},"layout":"default","localId":"71ac8bd9-9028-424f-b203-078fdab1ada6"}}]},{"type":"tableCell","attrs":{},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":19},"layout":"default","localId":"d4be3c78-ea2d-48bf-9fd2-e8db9902de34"}}]}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":31},"layout":"default","localId":"99b40b20-1c50-44c0-bbeb-c2fb20200759"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":29},"layout":"default","localId":"c1608eb3-6bc8-4957-8c2b-28d1fb199299"}}]}],"conditions":{},"sections":{"1":{"conditions":[]}},"questions":{"19":{"type":"cm","label":"Graphics Card","description":"Which Graphics Card are you using?","validation":{"rq":true},"jiraField":"customfield_10426","questionKey":""},"15":{"type":"cm","label":"Host Application","description":"Which host program are you experiencing the problem","validation":{"rq":false},"choices":[{"id":"1","label":"Corel Paintshop Pro","other":false},{"id":"2","label":"CorelDRAW","other":false},{"id":"3","label":"Adobe Photoshop","other":false},{"id":"4","label":"Affinity Photo","other":false},{"id":"0","label":"Other...","other":true}],"questionKey":""},"24":{"type":"ts","label":"Your Name","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"31":{"type":"cd","label":"Where was the program purchased from>","description":"Please choose one of the options","validation":{"rq":true},"jiraField":"customfield_10427","questionKey":""},"18":{"type":"cm","label":"Operating System","description":"Which OS are you experiencing the problem","validation":{"rq":true},"jiraField":"customfield_10425","questionKey":""},"30":{"type":"cm","label":"Product","description":"Which product are you using?","validation":{"rq":true},"jiraField":"customfield_10424","questionKey":""},"29":{"type":"at","label":"Attachments","description":"Any screenshots or reports you wish to provide, please upload them here.","validation":{"rq":false},"choices":[],"questionKey":""},"28":{"type":"pg","label":"Please explain the issue","description":"The more details that you provide, the easier it will be for our support staff to provide you with the answer you seek.","validation":{"rq":false},"choices":[],"questionKey":""}}},"uuid":"30eec48e-378a-4b7a-b151-188c7acdc58f"},"linkedJiraFields":["customfield_10424","customfield_10425","customfield_10426","customfield_10427"]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}