Get help with Marketplace, Forge, and MCP agents in Atlassian Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Learn how to identify the owner of your Rovo agent or MCP server and find the correct support channel for troubleshooting.
Solution
The right support channel depends on who owns the agent or the service it connects to. Some issues can be handled through Atlassian Support, while others must go to the Marketplace partner, MCP-server provider, or the developer who built the Forge agent.
Before requesting help, identify where the agent came from:
Atlassian-built — provided and operated by Atlassian.
Marketplace app or agent — installed from the Atlassian Marketplace and published by another company or developer.
Custom Forge agent — built by your organisation or a development partner using Forge.
Agent using an MCP server — connected to either the Atlassian Rovo MCP Server or an external third-party MCP server.
If you are not sure, ask your site administrator or the person who installed or configured the agent.
Where to get help
If your issue is with… | Contact | Examples |
An Atlassian-built agent or an Atlassian Rovo feature | The agent is unavailable, an Atlassian-managed capability is not working as expected, or you need help with your Atlassian site configuration. | |
The Atlassian Rovo MCP Server | Connecting a supported client, authentication or consent problems, access to Jira or Confluence data, or problems with the Atlassian-hosted MCP service. | |
A third-party Marketplace agent or app | The Marketplace partner | The app’s responses, actions, configuration, data processing, licensing, or product-specific behaviour. |
A custom Forge agent built by your team or a partner | The agent developer | Agent logic, prompts, actions, deployment, permissions configured by the app, or a change required in the Forge app’s code. |
A question about building, deploying, or troubleshooting Forge | Forge CLI, manifest configuration, runtime behaviour, platform APIs, app deployment, or development guidance. | |
An agent connected to a third-party MCP server | The MCP-server provider | The provider’s server availability, tools, authentication, data returned by the server, or actions performed in the connected third-party service. |
When to contact Atlassian Support
Contact Atlassian Support when the issue is with an Atlassian-managed service, including:
an Atlassian-built agent or Rovo capability;
the Atlassian Rovo MCP Server;
your Atlassian organisation, site, user access, or product permissions;
the Atlassian Marketplace platform, such as installing an app or Marketplace billing; or
an Atlassian product issue that occurs independently of the third-party agent.
When you create a request, include the agent name, affected site URL, time the issue occurred, and any error message or request ID.
When to contact a Marketplace partner
For an agent or app installed from the Atlassian Marketplace, the publishing partner is usually responsible for support of the app itself.
Open the app’s listing in the Atlassian Marketplace.
Find the publisher’s Support or Contact details.
Send the partner the agent or app name, your app version, steps that reproduce the issue, and relevant error details.
Atlassian Support cannot troubleshoot or change a third-party app’s code, prompts, service availability, data handling, or behaviour. If the issue appears to be with Atlassian rather than the app, tell the partner what you observed so they can help isolate the integration point.
When to use http://developer.atlassian.com
Use developer.atlassian.com when the question is about creating or maintaining a Forge agent, rather than using an Atlassian-managed feature as an end user.
This includes guidance for Forge development and deployment, manifests, modules, permissions, app configuration, Forge CLI, platform APIs, and agent implementation details.
If a partner or your internal team built the Forge agent, contact that developer first. They have access to the app’s source code, logs, deployment details, and configuration.
When to contact an MCP-server provider
An MCP-enabled agent may use tools from an external MCP server. The provider of that server is responsible for its service and tools.
Contact the MCP-server provider for issues such as server availability, tool failures, incorrect returned data, rejected actions in the connected third-party service, or authentication and permission problems on the provider side.
Contact Atlassian Support instead if the problem is specifically with the Atlassian Rovo MCP Server or your Atlassian site access.
Information to include in any support request
Providing complete information helps the right team investigate quickly. Include:
the agent name and where it was installed or configured;
whether it is Atlassian-built, Marketplace, Forge, or MCP-enabled;
your Atlassian site URL and affected users, where relevant;
a short description of expected and actual behaviour;
steps to reproduce the issue;
the date, time, and time zone of the issue;
error messages, request IDs, and screenshots with sensitive information removed; and
the Marketplace app, Forge app, or MCP server involved.
Do not include passwords, API tokens, private keys, or other secrets in a support request.
Still not sure where to go?
Start with the team that owns the agent or service:
Atlassian-owned service: Atlassian Support
Marketplace app: the partner support details on the app’s Marketplace listing
Custom Forge agent: your app developer or developer.atlassian.com
Third-party MCP server: the server provider
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