Contact
- Hours
- Monday to Friday, 09:00 to 17:00 Central European Time
Response times
- Issues that Atlassian classifies as critical: we aim to reply within 24 hours.
- Other requests: we aim to reply within 5 business days.
These times apply during Monday to Friday, 09:00 to 17:00 Central European Time.
What to include
A good request lets us answer without asking questions first.
- The address of your Confluence site, and whether the problem is in the site-wide Q&A, a space or the macro.
- Your role (ordinary user, moderator or administrator) and the groups involved, if the problem is about who may do what.
- For import problems: the line numbers from the preview. Please do not send the questions and answers of your Confluence unless we ask for an example.
- What you expected to happen, and what happened instead. A screenshot helps.
- When it happened, with your time zone.
Please do not send passwords or confidential content. If we need an example, we will ask for it.
Common questions
I cannot ask or answer a question.
Who may ask, answer and moderate is decided by administrators, by group, for the whole site and per space. Ask an administrator to check Who can do what in the Q&A settings. Guests and anonymous users cannot see Q&A at all.
Where are the notification emails?
The app sends no email. Follow a question to get entries in the Inbox inside Q&A. @mentions are Confluence mentions, and whether Confluence emails them is up to Confluence.
Confluence's search box does not find our questions.
This is a known Atlassian issue with content created by apps (CONFCLOUD-84122). Use the search in Q&A, which reads titles, text and answers. An administrator can run the search check in the Q&A settings.
The lists are empty or show errors right after installing.
Confluence can take a few minutes (around five) to recognise the new content types of a freshly installed app. Wait and reload.
My import reports problems.
The preview shows the problems with their line numbers (the first 30, and the total): a missing title, an unknown type, an answer without a question, a space that does not exist, a duplicate id. Those lines are skipped, the rest imports. The documentation lists the CSV columns.
How do I export my questions?
Open the Q&A settings, choose Import and export, and use Export to a CSV file. Choose all spaces you can see or one space, and a text format: formatted text can be imported again, plain text is easier to read in a spreadsheet. One export holds up to 2,000 questions, so export one space at a time for more. Comments are not part of the file.
Security issues
If you believe you have found a vulnerability, do not post it publicly. Write to support@karelialabs.atlassian.net instead. The security page says what to include.