Support

Raise a request in our support portal, or email [email protected]. We respond within two business days.

The portal lets you track a request through to resolution, so it is the better option for anything you need to follow up on. Response targets by severity are in our service level agreement.

• Which app, and which Atlassian site
• What you expected, and what happened instead
• The diagram source, if a diagram is involved
• The request key and schedule name, if a repeat is involved
• A screenshot, if it is a visual problem

My diagram will not save

Mermaid Studio blocks saving a diagram that will not render, so a broken diagram never reaches your page. The editor shows the syntax error beneath the source — fix it and Save becomes available again.

I do not know the syntax

Open the macro editor and pick one of the starter examples, then edit it. The built-in syntax reference below the editor changes to match whichever diagram type you are working on.

The diagram is too small, or too wide

Hover the diagram and use the zoom controls at the top right. Fit scales it to the page width, and the full screen button opens it larger.

Can I use diagrams in exported PDFs?

Yes. Export the page from ⋯ → Export → PDF and your diagrams are included, rendered as they appear on the page.

For Word exports, or to place a diagram somewhere by hand, download it as SVG or PNG from the toolbar that appears when you hover the diagram.

Does Mermaid Studio read my Confluence content?

No. It requests no permission scopes at all, which you can confirm on the install screen. See our privacy policy.

I cannot see "Repeat on a schedule"

Recurring requests are switched off until an admin enables them, per project. An admin can turn them on under Project settings → Apps → Recurring requests. Raising a request again immediately, and saving templates, do not depend on that setting.

It says my date has already passed

The first run has to be in the future. Times are shown in your own timezone, which the app reads from your browser and displays under the time picker — if that timezone is wrong, the date you picked may be earlier than you think.

My schedule says it cannot repeat that often

An admin sets the shortest gap allowed between repeats for the project. Note that a minimum above 28 days rules out monthly repeats as well, because February is the shortest month and the check has to assume it.

A schedule paused itself

A schedule stops after three failures in a row rather than retrying indefinitely — usually because the request type was changed or removed, or the account that created it lost access. The reason is shown against the schedule. Fix the cause and press Resume.

A field came through blank on the repeat

Fields that pick from a list of records rather than holding text — Affected services is the usual one — cannot be re-selected from the name alone, so they are left blank and named for you. Choose it again on the new request. Everything else carries across as normal.

Were my attachments copied?

No, and this is deliberate. An attachment belongs to the request it was added to, and a scheduled repeat has nobody present to choose a file. Add whatever you need once the new request is raised.

How do I stop something repeating?

Customers can pause or cancel their own schedules from My recurring requests in the portal user menu. An admin can stop any schedule in their project from Project settings → Apps → Recurring requests.

What does this app store about me?

Your Atlassian account ID, so a scheduled request can be raised as you rather than as the app, and the details of the request being repeated including any form answers. It stays inside your Atlassian instance and we cannot read it. The privacy policy sets out how long it is kept and how it is erased.