Cloudscript Support: one help centre for every Cloudscript app
Cloudscript Support, at support.cloudscript.io, is now the place to get help with any Cloudscript app. It replaces the email address that has served as our support channel until now, and it is built so that most answers can be found without waiting for anyone, while the questions that do need us arrive as tracked requests, still answered by a real person.
Start with the guides
The help centre holds the user guide for every Cloudscript app in a knowledge base that anyone can search without signing in. The Product guides on the home page lead to each app’s page on cloudscript.io, where the guide is published with the app’s privacy policy, terms and security information, so a question about what an app does with your data is answered from the same place as a question about how to use it.
Nimbus, an AI assistant on trial
We are also excited to be trialling Nimbus, an AI assistant that answers questions in plain language from the articles in the knowledge base. Nimbus sits in the bottom right corner of every help centre page: click on the cloud icon to open a chat window. Search and the online form remain available for anyone who would prefer not to ask an AI. As with any support channel, please never paste passwords, API tokens or other credentials into a chat or a request.
Raising a request
When the guides do not answer your question, you can raise a request with us via an online form, or email the support address (support@cloudscript.io) as before. Both create a request in the help centre. The online form asks for the essentials up front, so that our first reply is an answer rather than a question. Either way, you can follow your request in the help centre, adding information and checking its status, and you are notified by email as it progresses. The standing details, including what to include in a request, are on our support page.
We now aim to send a first response within one business day (Sydney time, Monday to Friday, excluding public holidays), down from the couple of days we used to quote. How long a fix takes depends on the problem, so that first response tells you what we have found and what happens next.
Security reports
Suspected security vulnerabilities in any Cloudscript app can be reported to security@cloudscript.io, or by choosing Security issue on the online form. Security reports are acknowledged on receipt and handled ahead of every other request.
Privacy
The help centre runs on Atlassian’s own customer service platform: the knowledge base is a Confluence space and requests are handled in Jira Service Management, with request data stored in Atlassian’s Australian region. Every Cloudscript customer already relies on Atlassian, so getting help from us does not add a vendor to the picture. Nimbus runs on Atlassian’s AI, which may process your question outside Australia to answer it. The help centre sets Atlassian’s cookies, which are separate from this website’s cookie-free page counter; our Trust Center explains which cookies are set and where your request is stored.
The platform is provided through the Atlassian for Startups program, for which we thank Atlassian. Visit the help centre at support.cloudscript.io, and let us know what you think.