How to reach us
We aim to answer within two working days, Monday to Friday, UK hours, excluding UK bank holidays.
What to send us
The more of this you include, the faster this ends:
- Your Jira site address — the
something.atlassian.netpart. - The project you were in, and the issue key of a card that shows the problem.
- What you did, what you expected, and what happened instead — in that order, in a sentence each.
- A screenshot, with anything confidential painted out.
- Your browser, if the problem is something looking wrong rather than something not working.
If an edit did not save, or a card disappeared
Canopy saves your changes from your browser straight to Jira, so the only record of a save that went wrong is the one your browser keeps. Without it most of these reports cannot be answered. Please send, as well as the above:
- The Support details. In Canopy open More (⋯, top right) ▸ Help ▸ Support details…, then Copy, and paste the text into your email. Do it in the same browser and the same project where it happened: the record is kept there and nowhere else. It holds the build you were on, the last 200 things Canopy tried to save and what Jira answered, with card keys but no titles, descriptions or names.
- Roughly when it happened, with your time zone.
- The card's key, such as
ABC-123. - What was switched on: a saved View, a Branch, or Dim or Hide for cards that do not match.
Copy the Support details even if the message about the failed save has gone. Pressing Esc clears every message, but the record stays in Support details.
If your site administrator has stopped Atlassian sharing Canopy's log with us, we cannot read that log at all, so the Support details are the only record we will have.
What we can and cannot help with
We can help with anything Canopy does: saved Views and Branches, keyboard shortcuts, how the hierarchy is stored, permissions the app reports as missing, and anything that looks wrong on screen.
We cannot change your Jira configuration for you. We have no access to your site. Where a fix needs a Jira administrator — a permission, an issue type, a field — we will tell you exactly what to ask them for.
We cannot recover deleted Jira issues. That is an Atlassian matter, and often not possible. Canopy deletes through Jira, with your own permissions, so a deletion made in Canopy is as permanent as one made in Jira directly.
Reporting a security problem
Use the Security page at bloomlogic.co.uk/security instead — it gives the reporting address and how quickly we will reply.