Contacting support

For users with paid accounts, Gliffy offers email support to assist you with your technical issues and errors. We focus on providing fast and high quality responses by email, so you’re always talking to a human that can help first-hand. This also allows us to easily collect and retain the information necessary to troubleshoot and resolve your issue.

Note:  Gliffy does not offer phone support at this time — but please don’t misunderstand this as any lack of interest! We’d love to assist you with your questions.

Submitting a support request

If you cannot find the answer in the help, send an email to support@gliffy.com.

Submit the request from the email address associated with your account.

What information should I include?

For the fastest response to your inquiry, include the following information in your request:

• Your SEN (Support Entitlement Number). See Locating your version and Support Entitlement Number (SEN).
• The version of JIRA you are using.
• The version of Gliffy you are using. See Locating your version and Support Entitlement Number (SEN).
• The version of your web browser and operating system. To find out the version, use this link in the web browser that you were using when the problem occurred. Then click Copy URL to clipboard and paste the copied info into your reply.
• A detailed description of your issue, including exact steps to reproduce and/or screenshots.
• Details of any troubleshooting you have already done and your results. Please include screen shots of any errors.
• If the problem is occurring for all Gliffy diagrams or just a single Gliffy diagram.
• A copy of the JIRASupport.zip file. For more information, see https://confluence.atlassian.com/support/create-a-support-zip-790796819.html.

Additional log files

We may also request that you generate and send us the following log files:

• Generating console logs
• Generating network logs (HAR files)
• Enabling detailed logging in JIRA

What is the turnaround time?

When you make a support request to Gliffy, we will respond to your request no more than one business day from the time of your request. We will do our best to get back to you much sooner, but we are a small company, so we appreciate your patience! Providing the information requested above in your initial correspondence will speed up response times.

Gliffy support hours are Monday-Friday, 8AM-5PM EST. Gliffy is closed on major US holidays.