FAQ

Use the Atlassian license cost calculator to add Refined and based on your user count. Please note that apps are based on number of users and not agents, which means that for a JSM setup the price might vary.

All Refined sales are handled via Atlassian Marketplace. You can pay or get a quote directly through your my.atlassian.com account.

The Atlassian license tier determines the Refined license type you need. For example, if you want to install Refined for Confluence with a 100 user Confluence license, then you need to purchase a 100 user license of Refined for Confluence.

The right tier is selected automatically in the Atlassian Marketplace.

The license system is built by Atlassian. They give the following answer:

"Marketplace app customers can get developer licenses for apps just as they can for host Atlassian products. Developer licenses are intended for staging or development environments only. Customers who have purchased Marketplace apps can get developer licenses by clicking the View Developer License link from their license page on my.atlassian.com.

The license types between the app and host application must match. That is, an app with a developer license only works in a host application that also has a developer license. The same applies to production licenses — a host application with a production license only takes apps that also have production licenses. If an app license type doesn't match its host application, the Universal Plugin Manager reports a license error status of Incompatible with product license (wrong type) for that app."

Read more: How to create developer licenses.

In general, Cloud apps have a 30 days trial period. You can evaluate Refined apps from the Marketplace for a longer time if needed. Atlassian manages licenses and trial extensions of Marketplace apps: raise a ticket with Atlassian support to request an extension.

• Refined for Confluence lets you add Confluence spaces to your Refined sites.

• Refined for Jira Service Management (JSM) lets you add Jira Software projects and JSM projects to your Refined sites.

• To combine Confluence and Jira on a site, you need both Refined for Confluence and Refined for JSM.

For insights into the possibilities of combining the apps or just using one of the two, have a look at these in-depth get-started guides:

• Build a help & support site

• Build an intranet

• Build a documentation site/knowledge base

Would you like to see live examples of Refined for Cloud in action? We made help.refined.com with Refined for Confluence Cloud and Refined for JSM Cloud. Additionally, explore these demo sites we created:

• Intranet

• Documentation site/knowledge base

• Internal help & support site

• External help & support site

Yes! Set up your custom domain.

We support the same browsers as Jira Service Management Cloud, Jira Software Cloud and Confluence Cloud.

You can choose to host your data in either the US or in the EU. Read more about Data Residency

• On Refined for Cloud you can pull content from Jira Software, Jira Service Management and Confluence into a site. Think of it as a website builder for Atlassian tools.

• On Cloud you can add custom domains to individual sites. Giving you the power to easily have multiple use cases connected to the one Refined platform.

• Refined for Confluence Cloud can’t yet render all items of a Confluence page (macros and markups). We will continually add support for new macros. 

• On Refined for Confluence Cloud, permissions can’t be added to a site or page (called categories on Server) level. However you can add view permissions to the content sections on a page. On Refined for Confluence Server/DC it is possible to add view permissions on a category level. Both apps by default will respect the permissions set up in Confluence on spaces and pages. 

• When editing a Confluence page in Refined for Confluence Cloud the editor will open in a new tab, opening Confluence itself. Changes will take effect as you would expect on the Refined page. On Refined for Confluence Server editing a Confluence page will open up the editor in the same window. 

Refined refers you to edit the page in Confluence in a new tab. Whenever you make changes in Confluence, they are immediately visible on your Refined site too.

Refined sites show pages, spaces and Confluence pages based on the visitor’s Confluence permissions. You can add additional permissions to your sites and (sections of) pages.

• Manage a site’s view permissions

• Manage a page’s view permissions

No, we only support pages created with the new Confluence Cloud editor. 

Although Refined doesn’t include a versioning functionality, it’s easy to use Confluence permissions to control what end users see. Because Refined respects Confluence permissions, your sites only show content (pages or blog posts) that the user is allowed to see in native Confluence. When editors work on new Confluence content, restrict the content’s permissions so it’s only visible to them. Once the content is ready, change the permissions to make it available to all end users.

Alternatively, you can use Comala Publishing (or another versioning app in Confluence) to only show published content via Refined. Just make sure to add the target spaces from your Comala Publishing setup to your Refined site (and not the source spaces). Your Refined sites always show the last published versions of content in those spaces and respect the content’s Confluence permissions. Read who the app works in Comala Publishing’s documentation.

Customers who created their account after 20 August 2023

Due to maintenance, it’s temporarily not possible you to add Jira Software projects to Refined sites. You can only add JSM projects to Refined sites. If you have questions about this, please contact us.

Customers who created their account before 20 August 2023

If you already have both Atlassian Jira Software and Jira Service Management, you only need to purchase one app: Refined for Jira Service Management.

Refined runs a separate service in parallel to regular Jira Service Management, and as such the Refined customer portals run on our servers. This means the Customer Channels link in the agent view links to a default JSM portal.

Yes you can. Your Refined site exists in parallel with your regular JSM portals. The customer will only end up at your new site when you refer them to the new URL, or when you change the email templates.

Anonymous users will have to create an account to file a ticket.

In default JSM, it is possible for anonymous users to file a ticket without creating an account. This is currently not possible using Refined for Jira Service Management Cloud. We can’t develop this option, because there are no APIs from Atlassian supporting this.