Support

Raise a request in our support portal, or email [email protected]. First response within 1–3 business days, depending on severity (see our SLA). Until 2 November 2026, we aim to answer every request 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.

• 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
• The template name, project and issue type, if a template is involved
• A screenshot, if it is a visual problem

My diagram will not save

Mermaid Diagrams & Gantt greys out Save while a diagram has an error. The editor shows the error beneath the source, and Fix with AI under it copies a prompt to fix it in your AI chat. Fix the error and Save becomes available again.

If the editor stays open with a note above Save, the diagram is too large or too tall for a picture for Word and PDF. Select Save without picture to save it anyway, or make it smaller.

I do not know the syntax

Edit the page, select the diagram and choose Edit (how to select a diagram). Pick one of the Examples along the top and change its words. Or open Draft with AI, describe the diagram, and paste the prompt into the AI chat you use (how). The Syntax reference under the editor lists what you can write for the eight example types, and the documentation walks through it step by step.

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 and Word documents?

Yes. Export the page from ••• → Export, then Export to PDF or Export to Word, and your diagrams are included as pictures, without the toolbar. Diagrams set to Auto come out in light colours, and a fixed colour scheme is kept. A diagram whose own text sets a theme comes out on a background it can be read on.

Diagrams saved before version 2.4 need to be opened and saved once to get their picture. So do diagrams saved before 2.6 whose own text sets a theme or colours. Until then, Word shows their text as code, and a PDF of a page with many of them can fail. 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 Diagrams & Gantt read my Confluence content?

Only its own diagrams. It requests no permission scopes at all, which you can confirm on the install screen, so it cannot read your pages, spaces or users. Confluence hands each diagram to the app so it can draw it in your browser. For exports, page history and notification emails, Confluence hands the diagram to the app's own function on Atlassian's platform, which keeps nothing. The app sends nothing outside Atlassian. Draft with AI and Fix with AI only copy a prompt to your clipboard; you paste it into an AI chat yourself. More in the documentation's For Confluence admins, and in our privacy policy.

My diagram shows as code in Word or in an email

Word shows a diagram as code when it has no saved picture it can use. That happens when it was last saved before version 2.4, or when its own text sets a theme or colours and it was last saved before 2.6. It also happens when a diagram is too large, too tall or too slow to draw a picture of.

For an older diagram, edit the page, open the diagram, select Save and publish (the documentation has the steps). Notification emails always show a diagram as code, because many email programs do not show pictures sent this way.

A PDF export says "Something went wrong"

This can happen on a page with many diagrams saved before version 2.4, or many saved before 2.6 whose own text sets a theme or colours. Edit the page, open and save each diagram, publish, and export again.

My diagram sits on a dark or light box

Its colours do not match the page, for example Dark on a light page, so it sits on a panel of its own colour to stay readable. To make it follow the page, edit the diagram and choose Auto (match Confluence) under Colours. A colour scheme written into the diagram's own text, such as %%{init: {'theme': 'dark'}}%%, wins over that menu, so take it out as well.

I pasted a diagram and some of it disappeared

The editor removed wrapping that is not part of the diagram, such as a ```mermaid fence, the rest of an AI chat answer, or another app's saved format. A note under the source says what it removed. Press Ctrl+Z (Cmd+Z on a Mac) once to get back exactly what you pasted. The guide to moving a diagram from another Mermaid app explains what the clean-up does.

The diagram says a licence is needed

The app's licence on your Confluence site is not active, for example because a trial or subscription ended. The diagram is safe on the page and shows again once the licence is active. Ask your Confluence admin.

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.

The Create dialog did not fill in

Give it a few seconds after the dialog opens. The app fills only a form whose summary and description are still empty, or hold exactly what a default wrote; a form with text of its own is left alone. If nothing appears, check that the template is set to fill in automatically for that issue type in that project, then press Check now on the app's admin page under Settings → Apps, or on the project's own Templates settings. It names anything that stopped working, such as a renamed issue type or a field taken off the create screen. If it asks you to, press Rebuild Create dialog settings.

Filling happens in Jira's Create dialog, opened from the Create button or with the C key. Quick create on a board or backlog, email, Automation and the REST API do not open that dialog, and sub-tasks are never filled. Jira's mobile apps and cloning are not on Atlassian's list of places it runs either.

I typed something and the template stopped

That is on purpose. Once you write your own summary or description, the form is yours and the app writes nothing more to it, even if you switch issue type. The note on that field says so: Edited by you: the template leaves this form alone now. After you switch issue type, the form shows no notes, and the app still writes nothing.

The app goes by the words, and by the images, @mentions, emoji, dates, status lozenges and link cards in the description, so a pasted screenshot counts as your own. Changing only the formatting of the template's text, or emptying a field, does not count as writing your own, so a later issue type change can still replace or clear that text.

My priority or labels changed when I switched issue type

The app can only judge a priority by its value. If you pick exactly the project's default priority, or exactly the priority of the template on the form, it looks the same as one the app set, and a later issue type change can replace it. If the app could not read the project's default priority, any priority you picked can be replaced this way. Pick it again after choosing the issue type.

Labels work the same way. Until you write your own summary or description, labels you pick that exactly match a default template's labels can be replaced when you switch issue type.

Where is the note the app adds?

In Jira's compact Create dialog, open the small (i) next to the field's name. The note is part of the field's help text, after anything your administrators wrote there.

Who can make templates?

Jira administrators, for any project, from the app's admin page under Settings → Apps. Project administrators, for their own project, from its project settings. A template shared by several projects can be changed only by a Jira administrator.

Can I undo a change to a template?

Yes. Open History on the template, choose an older version and press Restore this version. The last 50 versions are kept. A deleted template can be restored from Recently deleted for 30 days.

What does this app store about me?

It records nothing about the people who use it. It never records who saved, changed, restored, deleted or used a template, and what you type in the Create dialog is not stored. Templates hold whatever administrators type or copy from an issue. When a template is saved from an issue, @mentions, profile links and email addresses are taken out of its description, but a name typed as plain text stays. The privacy policy lists everything the app keeps.