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.
Request Download Assistance
Required fields are marked with an asterisk*
{"xsrfToken":"861f149c2de285bda2e644087428c0fd4d093c5a_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.eyJpc3MiOiI3OWMwMzBiYy04N2U5LTQ2NDktOThkNi02MmQzZjc4MzRiNzciLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDA3MiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl19LCJleHAiOjE3NjUwOTQzMjAsIm5iZiI6MTc2NTA5MzEyMCwiYW5vbklkIjoiYW5vbi11c2VyIn0.wl73QhJDEyiQEhmpeTUeQwfFX1uMfLfDc1olpXAWgzs","targetCollection":"upload-project-10072","endpointUrl":"https://api.media.atlassian.com","clientId":"79c030bc-87e9-4649-98d6-62d3f7834b77","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":78,"projectId":10072,"issueType":{"id":"10053","name":"Support"},"form":{"name":"Request Download Assistance","descriptionHtml":"","callToAction":"Request Download Assistance","intro":"<p>Request help or guidance for downloading files or resources from the system.</p>","instructions":"","icon":10731,"iconUrl":"https://go.support.distinctplugins.io/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10731","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":[]},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10141","fieldConfigId":"10252","label":"Urgency","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":["10076"],"values":[{"value":"10075","label":"Critical","selected":false,"children":[]},{"value":"10076","label":"High","selected":false,"children":[]},{"value":"10077","label":"Medium","selected":false,"children":[]},{"value":"10078","label":"Low","selected":false,"children":[]}],"noneOptionRequired":true}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/1/create/78","requestValidateBaseUrl":"/servicedesk/customer/portal/1/validate/78","calendarParams":{"firstDay":0,"date":"2025-12-07T02:38:40-0500","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.eyJpc3MiOiI3OWMwMzBiYy04N2U5LTQ2NDktOThkNi02MmQzZjc4MzRiNzciLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDA3MiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl19LCJleHAiOjE3NjUwOTQzMjAsIm5iZiI6MTc2NTA5MzEyMCwiYW5vbklkIjoiYW5vbi11c2VyIn0.wl73QhJDEyiQEhmpeTUeQwfFX1uMfLfDc1olpXAWgzs","targetCollection":"upload-project-10072","endpointUrl":"https://api.media.atlassian.com","clientId":"79c030bc-87e9-4649-98d6-62d3f7834b77","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{"id":5341640164208789,"updated":"2025-10-29T20:26:01.671618857Z","publish":{"jira":{"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[78],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":5341640164208789,"name":"Troubles Downloading","submit":{"lock":true,"pdf":false},"templateFormUuid":"1adea30e-3347-4cd0-8654-758796ae7981"},"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":"Please fill out the form below and attach a copy of your purchase receipt for validation. Once the purchase has been validated, you will receive instructions how to obtain your software"}]}]}]},{"version":1,"type":"doc","content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":33},"layout":"default","localId":"69033f52-4956-42a8-8775-eede94cf7ee9"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":34},"layout":"default","localId":"345e73c1-4b82-4004-8dca-82a2a811771d"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":35},"layout":"default","localId":"ad494723-7779-436b-8bcf-9a5b1fa8530e"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":37},"layout":"default","localId":"85029564-1e20-45ca-a962-3b97a43187b9"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":29},"layout":"default","localId":"c1608eb3-6bc8-4957-8c2b-28d1fb199299"}}]}],"conditions":{},"sections":{"1":{"conditions":[]},"2":{"conditions":[]}},"questions":{"34":{"type":"ts","label":"Your E-mail","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"33":{"type":"ts","label":"Your Name","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"37":{"type":"cd","label":"Where was the program purchased from>","description":"Please choose one of the options","validation":{"rq":false},"jiraField":"customfield_10427","questionKey":""},"35":{"type":"cm","label":"Product","description":"Which product are you using?","validation":{"rq":true,"mns":1,"mxs":3},"jiraField":"customfield_10424","questionKey":""},"29":{"type":"at","label":"Attachments","description":"Any screenshots or reports you wish to provide, please upload them here.","validation":{"rq":true},"choices":[],"questionKey":""}}},"uuid":"1adea30e-3347-4cd0-8654-758796ae7981"},"proforma":{"formExists":true,"formValid":true,"formTemplateData":{"id":5341640164208789,"updated":"2025-10-29T20:26:01.671618857Z","publish":{"jira":{"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[78],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":5341640164208789,"name":"Troubles Downloading","submit":{"lock":true,"pdf":false},"templateFormUuid":"1adea30e-3347-4cd0-8654-758796ae7981"},"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":"Please fill out the form below and attach a copy of your purchase receipt for validation. Once the purchase has been validated, you will receive instructions how to obtain your software"}]}]}]},{"version":1,"type":"doc","content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":33},"layout":"default","localId":"69033f52-4956-42a8-8775-eede94cf7ee9"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":34},"layout":"default","localId":"345e73c1-4b82-4004-8dca-82a2a811771d"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":35},"layout":"default","localId":"ad494723-7779-436b-8bcf-9a5b1fa8530e"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":37},"layout":"default","localId":"85029564-1e20-45ca-a962-3b97a43187b9"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":29},"layout":"default","localId":"c1608eb3-6bc8-4957-8c2b-28d1fb199299"}}]}],"conditions":{},"sections":{"1":{"conditions":[]},"2":{"conditions":[]}},"questions":{"34":{"type":"ts","label":"Your E-mail","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"33":{"type":"ts","label":"Your Name","description":"","validation":{"rq":true},"choices":[],"questionKey":""},"37":{"type":"cd","label":"Where was the program purchased from>","description":"Please choose one of the options","validation":{"rq":false},"jiraField":"customfield_10427","questionKey":""},"35":{"type":"cm","label":"Product","description":"Which product are you using?","validation":{"rq":true,"mns":1,"mxs":3},"jiraField":"customfield_10424","questionKey":""},"29":{"type":"at","label":"Attachments","description":"Any screenshots or reports you wish to provide, please upload them here.","validation":{"rq":true},"choices":[],"questionKey":""}}},"uuid":"1adea30e-3347-4cd0-8654-758796ae7981"},"linkedJiraFields":["customfield_10424","customfield_10427"]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}