FAQ

Yes! Set up your custom domain.

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

You can choose to data residency in either the US or in the EU.

Read a detailed feature comparison in our migration documentation:

• Migrate Refined for Confluence

• Migrate Refined for Jira Service Management

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

Yes, academic licenses are half off. Community licenses are available for eligible non-government, non-academic, non-commercial, non-political, non-religious, nonprofit organizations, they are free on Data Center and 75% off on Cloud. Apply for an Atlassian community license here.

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

The right tier is selected automatically in the Atlassian Marketplace.

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

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 Sites 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 Sites 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

Although Refined Sites doesn’t include a versioning functionality, it’s easy to use Confluence permissions to control what end users see. Because Refined Sites 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 on a Refined site. Just make sure to add the target spaces from your Comala Publishing setup to the 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 how 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 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 and Jira Service Management, you only need to purchase one app: Refined Sites for Jira Service Management.

Refined Sites runs a separate service in parallel to regular Jira Service Management, and as such the Refined Sites 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.

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