Set up phone numbers for your organization
📣 Open Beta - Premium and Enterprise plans with Service Collection. You need to be an organization admin to buy phone numbers.
Phone numbers belong to your organization, not to a single support team. As an organization admin, you buy the numbers that can be used across customer experiences in Customer Service Management. Your Customer Service Management admins then choose from those numbers when they set up a customer experience.
Before you start
You'll need:
Organization admin access
Your business details and supporting documents, if you're buying in a country that needs a regulatory bundle
Check the numbers you already have
Before you buy anything, check what your organization already owns. If you have one, contact Atlassian Support to port it (if it’s in a supported country, see below). Otherwise, set up a redirect with your carrier to the new number you connect with Customer Service Management.
To connect a new number, you can use the US number auto‑provisioned for you, or have your organization admin purchase one through Atlassian. Up to 10 phone numbers can be connected per site.
About purchasing a new phone number during the open beta:
You can purchase phone numbers through Atlassian Administration at no cost during the open beta.
Regulatory requirements vary by country. In some cases, you must submit a regulatory bundle — a one-time verification by local carriers of your business details.
The open beta supports the US, UK, Australia, and Switzerland.
The open beta supports local and toll-free numbers.
Emergency voice calls are not supported.
Buy a phone number
In Atlassian Administration, select Apps.
Select Sites, then choose the site you want to buy phone numbers for.
Select Customer Service Management, then Phone numbers.
Select Buy a number.
Choose the country you want a number in.
Browse the available numbers and make your selection.
Accept the terms and buy the number.
You can connect numbers in supported countries. During the Open beta, there's no charge for connecting a number.
Create a regulatory bundle
Most countries outside the United States require a regulatory bundle. Local carriers set specific requirements and may change them, so follow the on-screen instructions for the country you select — they specify whether a bundle is required and what to provide.
To create a regulatory:
In Atlassian Administration, select Apps
Select Sites, then choose your site. Select Customer Service Management, then Phone numbers.
Start a regulatory bundle for the country you're buying in.
Enter your business details, including your registered business name and address.
Submit the bundle, then wait for approval.
It's one bundle per set of business details, not per number, so you don't repeat it each time you buy.
Start the bundle before you need the number. Approval isn't instant, and a number in a regulated country can't be used until its bundle is approved. If you're working to a launch date, do this first.
Make a number available to a support team
Buying a number doesn't put it in front of customers. Your Customer Service Management admin still needs to add it to the customer experience’s channel and choose how calls are answered.
Once a number is bought and, if it needs one, its regulatory bundle is approved, it appears for your Customer Service Management admins to choose from. Let them know it's ready.
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