11

I contacted Stack Overflow a month ago using the contact page.

I received a mail on 23rd July, 2021 from jira@stackoverflow.atlassian.net. Here's the screenshot of the email:

Screenshot of email

I was confused if this was an official email from Stack Overflow/Stack Exchange or spam email as the "from" email address was not having a Stack Overflow/Stack Exchange domain. Does Stack Overflow/Stack Exchange use Jira Service Management?

I hope a Stack Overflow/Stack Exchange employee will be able to give a confirmatory answer.

11

Yes, we have used Jira for over a year now. Unfortunately, one of the downsides of Jira is that they do not allow using your own email servers or email address for outgoing email. All outgoing email from our projects does go through that address.

4
  • Is it mandatory for users to sign-up in stackoverflow.atlassian.net to be able to communicate with SE/SO staff? Jul 24 at 19:39
  • 2
    No it is not. Which is why we have the notification turned off for the Public Q&A project - it just causes confusion and weirdness. I'm not sure why you were added in the Technical Support project (which is only for Teams/Talent).
    – animuson StaffMod
    Jul 24 at 19:46
  • I think Philippe might know the reason why I was added in the Technical Support project. Jul 24 at 19:56
  • 2
    @RandomPerson - almost definitely a result of me digging and finding your old ticket and assigning it to someone on my team. :)
    – Philippe StaffMod
    Jul 25 at 9:44
5

Yes, they use Jira for ticket management. Here are some recent mentions by staff:

Last but not least, Sara oversaw and facilitated the adoption of many great things for this team, such as projects, retros, a move to Jira

(source)

Over the course of two weeks we have handled around 500 tickets (all tickets in Freshdesk and Jira). We still have some tricky ones in Trello but overall we dropped the “day-to-day” ticket queue to zero.

(source)

Staff will be able to confirm that they use that specific email address, but you know it's the weekend, don't you? :)

3
  • 4
    @Glorfindel you know better. Being a Stack Exchange Employee is not a 9-5 job, it's a calling. I bet there is an answer before the end of the weekend ;)
    – Luuklag
    Jul 24 at 18:47
  • 1
    @Luuklag that wouldn't surprise me :)
    – Glorfindel Mod
    Jul 24 at 18:47
  • 1
    @Glorfindel turns out i was right ;)
    – Luuklag
    Jul 24 at 20:27
-4

Catija, a Community Manager in Stack Exchange, informed this in Ask Ubuntu General Room:

Just some background on how we respond to contact forms - A year or so ago we moved to Jira which, if y'all have ever used it for customer support tickets, you might already understand the issue - but if you haven't, let me say that it's not a good tool for that purpose and our team has really struggled to get it to work the way they'd like. It's designed as an issue tracker, not a way to interface with contact tickets.
So the person (singular) who handles those tickets as only part of their time was slowed down considerably by a terrible system. They've worked to get it into shape but it's been a slog. As such, tickets where there was determined to be no action needed would not get a response.
The two new CMs who were announced recently will be taking over this work and so I expect the number of tickets we're able to respond to, even to say "I'm sorry, there's nothing we can do here" or "while I understand your position, there's nothing actionable here" will increase.
We do review all of the tickets that come in and I understand that not hearing back can be difficult but it's largely been because we have had to focus on responding to the things we can actually do something about.

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