Creating a support zip file

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Last updated: Dec 14, 2020 by Almuth Boehme [Communardo]Version comment

An essential clue in trouble shooting is the Support Zip and Communardo Support will ask in most cases for it. The Support Zip is provided via Atlassians Support Tools Plugin which is now part of the main applications from Atlassian:

  • JIRA
  • Confluence
  • Bamboo
  • Fisheye/Crucible

 Support Tools can be found in your application's administration console. You'll need to be logged in as an Administrator to use the Support Tools. 

  • JIRA: System >  Troubleshooting and support Tools (under System support)
  • Confluence: General Configuration > Support Tools (under Administration)
  • Bamboo: Overview > Support Tools (under System)
  • FishEye/Crucible: Administration > Support Tools (under System Settings)

To solve you support case we need accurate and specific data. The data in the support zip may contain sensitive information like user names, page titles etc. This information is treated with the utmost care by the support team in accordance with relevant data security laws. It will only be used to solve your support cases and will never be shared with third parties.


Keep all check boxes selected and choose Create. The Support Zip will be created and its location will be displayed on the screen. Log in to the application server to retrieve the file or download it via the user interface (available with Support Tools Plugin version 3.9.4 or higher).

screenshot of the list of checkboxes where you can decide which information should be part of a support zip

With all newer versions you can download the Support Zip via the user interface!