Atlassian Sucks Customer Reviews and Feedback

From Everything.Sucks

Atlassian Corporation Plc () is an Australian enterprise software multinational that develops products for software development, project management, and content management.It is best known for its issue tracking application Jira, and its team collaboration and wiki product Confluence. Atlassian serves over 100,000 customers.

A former engineer shared this disapointed review: "Management at Atlassian does not respect engineering decisions and pushes their own political agenda. There is no accountability or ownership of anything, and when management says that there will be accountability what they mean is that engineers should be accountable for broken solutions forced on them by management. Management makes drastic and terrible decisions, and then claims everything is fine even though a large portion of engineers are angry about it and multiple have quit or transfered to other teams over it."

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Former Employee - Senior Manager says

"All of the cons here are related to the Support (Customer Success) teams Support team does not have the same culture as the rest of the company Support Senior Leadership has a “do what I say, not what makes sense” attitude Does not do collaboration well, despite making the software that supports remote collaboration Support leadership fails to keep up with rest of the company from a behavior and teamwork standpoint (As an example, support teams were required to be in the office over the holiday break, being the only people still in the office when everyone else was remote during that time (pre-Covid)) Places roadblocks to promotion quoting “policy”, internal promotion system is slow Highly qualified persons are passed over for a role and end up training external hires over them despite being “prepped” for the same role Company has grown beyond the scale of the software they make leading to issues and workarounds that slow down productivity Support team training consists of the same materials available to customers, it's mostly reading a bunch of articles. Very little actual investment in up-skilling their technical teams The other reviews that call out the Jira team experience are accurate but not limited to that team Interview process is extremely slow and not transparent, this is uniwe to support in my experience as other teams move much more rapidly and are able to make decisions at a reasonable pace and move forward, while support lags behind consistently"

Former Employee - Product Support says

"Support team does not have the same culture as the rest of the company Support senior leadership has a “do what I say, not what makes sense” attitude that trickles down Does not do collaboration well, despite making the software that supports remote collaboration Support leadership fails to keep up with rest of the company from a behavior and teamwork standpoint Places roadblocks to promotion quoting “policy”, internal promotion system is slow Highly qualified persons are passed over for a role and end up training external hires over them despite being “prepped” for the same role Company has grown beyond the scale of the software they make leading to issues and workarounds that slow down productivity Support teams were forced remote during Covid 19, other teams had already made that choice willingly"

Former Employee - Support says

"If you plan to work at Atlassian, avoid working in the Support Department. Compared to the rest of the company, Support is treated terribly. There is no growth opportunities or much of a career advancement. Training is a joke. Management is obsessed with metrics and efficiency that you end up playing a numbers game. The environment that the middle management has created is toxic. Get ready to deal with the politics that come along with it. If you can handle abuse on a daily, then you should be fine ."

Former Employee - Senior Support Engineer says

"The interview process is complex and quite long, with deep technical questions - although these are fairly scattered over multiple technologies and vary from light to very indepth. There is no real order to the interviews, but tend to be based on who ever interviews you. When you start at Atlassian you'll be happy given all their marketing and shiny office, but once you sit down in support you'll quickly come to realize there's little connection to the Atlassian that other departments experience. In support you'll experience: -Management changing their expectations of their staff daily, they seem in a constant panic. -Support organization cannot decide if its a contact center or a deep dive technical support team and end up asking the techs to do both -With metrics constantly changing staff tend to get treated more based managers preference than based on their job performance -Managers have no confidence and will single you out if you highlight any issues, even if you're trying to improve them -Seems sure that its a highly technical support role, but limit training and focus on throughput rather than ability or quality -The team has almost no morale from the constant changing expectations and no one even expects to meet goals they can't predict and know will change -Senior positions are guarded by older employees that raise the requirements to unrealistic and unnecessary standards; senior techs would rather convince you that they're more technical than assist their peers in succeeding -Their location is great but parking in the building costs $25/day until you get a spot (the waiting list is now about a year)"

Former Employee - Engineer says

"Atlassian's a very close knit community with a pretty toxic culture. The HR is also seems corrupted and that makes the climate to be one of the worst for what I've seen in the bay area."

Former Employee - Engineer says

"Not what it claims to be culture wise. Seems like most people were more concerned with making themselves valued than actually creating a cohesive team. I was suddenly terminated after two years of "valued" performance reviews. Definitely not the best engineer, but I didn't deserve to be kicked to the curb and treated so poorly. Security escorted me out after the surprise firing. No severance, no bonus (one month away from it), nothing. That's at-will employment for you I guess."

Former Employee - Anonymous Employee says

"The great south pacific cargo cult: Atlassian. A corporation trying its hardest to be an ersatz Google, both culturally and technically. Don't be fooled. The wacky t-shirts, hackathons, goofy hats, etc are a thin veneer over the rapidly declining cultural edifice. Prepare yourself for constant absurd politics, pointless territorial battles, and immature/ineffective management. The stateside brands (BitBucket and HipChat) represent small vanity projects on the fringes of the larger JIRA and Confluence empire. If you work on them you will be irrelevant. Additionally these two brands are 'also-rans' compared to the more prolific products in their respective sectors (GitHub and Slack) so you unfortunately don't even get any prestige or credibility."

Current Employee - Anonymous Employee says

"Since they got rid of the GMs (right after the IPO) politics have become more and more the norm with the best folks walking out the door every day. Crappy benefits. HipChat got murdered by Slack without the powers to be learning anything from the experience."

says

"Middle and senior management is mostly clueless and inadequate to the tasks they are supposed to be fulfilling, often covering up their own missteps with demeaning and retaliatory behavior towards staff and customers. Indeed they once had a thriving, much ballyhooed company culture. Nowadays you'll find it runs rife with micromanagement, favoritism and unsavory business tactics."

Former Employee - Senior Designer says

"To start, there's very little training into the vast, internal structure or options for outside training. There is a ton of in-speak, acronyms, and politics to understand to be effective. Managers tend to focus on improving your weak points instead of bolstering your strengths. Decisions are made via waterfall and handed down from the executive layer with little regard to the impact those decisions have on the end user. If you have a bad relationship with your manager don't expect much help or mediation. When I asked who to talk to about being mismanaged and verbally abused I was told that I shouldn't bring it up and just power through until the manager in question moved on to harass another employee. There's an underlying current of gossip and politics and the "Open Company" part of their values is totally [inaccurate]. The Culture: Everyone plays second fiddle to the Sydney office. There are more promotions and raises in the Sydney office. Diversity is a joke, a literal joke. The head of HR has a staff of beautiful, young, blond women and has an office deemed the "Man Cave". The open office arrangement makes for a lot of distractions. Whether it’s dogs barking, the beer bikes, or a mariachi band (I swear to God that happened) they don’t seem to want to promote a productive environment. The office is located a block from the San Francisco County Jail and a park with one of the few public bathrooms in SoMa. There’s a lot of homeless harassment, human waste and crime you have to consider when coming to/from the office. If you drive in, they don't reimburse you for parking. The tools: Atlassians “dogfood” all their own software which is cool in theory. Most of the software is groaning under it’s own infrastructure and poor IT and is very buggy since you’re seeing a development version and not production software. Somedays the inferior system you’re forced to use crashes for half a day and you have to work over the evening to make up for it. They don’t like email. Expect 90% of your communications to happen through their instant messaging app (also inferior) which will undoubtedly lead to miscommunications within your team. Their future: I expect to see a lot of employees leaving and cashing out their stock after they IPO. There's a lot of poor business decisions being made right now to try and boost the share price and with little regard to the customers who support them. That's bad business."

Engineer (Current Employee) says

"Management does not respect engineering decisions and pushes their own political agenda. There is no accountability or ownership of anything, and when management says that there will be accountability what they mean is that engineers should be accountable for broken solutions forced on them by management. Management makes drastic and terrible decisions, and then claims everything is fine even though a large portion of engineers are angry about it and multiple have quit or transfered to other teams over it.Free lunchesHealthcare doesn't cover anything, management is terrible"

Kirth Gersten says

"Worst software and agile and devops are scams which they help to spread like cancer."

Eduard Jackson says

"They won't let you delete your account. Claims to be GDRP "self-service", but if you block people from deleting your account, you are out of compliance.

If you want your data held hostage, this is the platform for you."

LDNSoftware says

"Jira software is an utter nightmare. It's fair to call it anti-user-friendly."

Ahmed Raza says

"They have bugs with their login system, it redirects too much that it crashes at some redirections and you have to manually refresh the page and it some times logs you in successfully or you have to login again. Also their interface is not that appealing."

Sandra Molina says

"I never do reviews, but really, this service is so bad, that I take the time to write something for others to avoid having any relation with this company.

I'm trying to get my account deactivated since 6.07.20, more than a month. I can't deactivate it because it says that I have an active product when I don't really have anything active. I wrote to technical support and received only one reply a week later, after that I didn't receive any more, even though I am still writing. All I want is to remove my account from their database, but it seems impossible. Without exaggerating, it's the worst customer service I've ever seen, impressive!"

Kasper Johansen says

"Automatically signs you up for their newsletter, and makes it hard to unsubscribe by making the link to do so look like normal text etc."

LN says

"This is the worst tool I have used for help desk systems in 7 years of IT, the is imposed on my team so sadly I cant change anything.

Research what you need from your helpdesk, then do a search for how many add on you need to accomplish your task - Add on's are key in this tool : which kind of tells you how bad the software is that people have to develop add on in order in to get it to work in the way you want it.

We have confluence too and it seems to be really bad at displaying documentation.
Even pulling basic reports are bad with the tool and time consuming.

You will most likely need to hire a developer to help you get this up an running in the way you need it to."

Lewis says

"Extremely slow support, still waiting for a response 3 days later. Don't trust this platform with your urgent business data.

On another note I found out that if your purchase their self hosted software, didn't renew for two years, then renew for updates, you are forced to pay for the two years that had passed without a license. Bit of a scam."

Patricia says

"Unfortunately I have to use Jira at work. It’s terrible. Not intuitive at all. I also get so many emails, which don’t even have an unsubscribe button, so I had to send them to spam. Now I miss important emails because I either have to get 100 a day or none.

Please fix your notifications via email as they are terrible."

Marion Fjd says

"I have the misfortune to use Jira at work and it’s ergonomie and simple use is quickly dissolving into thin air.

I don’t know how the POs determine the software evolution but thus far I can only see a drop in ergo omg and quality..."

nvi says

"Confluence is probably the most chaotic piece of software I have ever met in my 25 years of working within IT"

andrew Dryden says

"Unfortunately I have to use this company's Jira and Confluence products.

OK technically the software is quite clever, you can do a lot of stuff with it if you are prepared to invest half of your life working out how to do it.

And there's the problem .... trying to do anything with their products is a nightmare. Functional options are scattered throughout the product or else buried under minute titles that you need a magnifying glass to spot.

If you like Easter egg hunts you might like their software, but if not stay well clear if you have the choice.

If they have actually heard the term user experience, they certainly haven't grasped it's meaning.

If you're doing agile projects and you have a choice, I'd say use something else, or else better still do it manually - the way it was intended. Jira will just cause you problems, and your team will start doing things to suit Jira instead of doing things the most efficient way ...remember people over process!!!

As for Confluence ... same thing admin stuff scattered to the four corners of the earth, if you have a bedroom that looks like a whirlwind has blown through it, you might get along with it, otherwise stay clear.

Software is supposed to make our lives easier! Very very poorly designed user interfaces.

If this were a school report it would say needs to try (much) harder!

Want a tip Atlassisian? Try enabling the right click, it would be a start!"

Henrik Stougaard Nielsen says

"Their tools are very good. I personally have not found issue with Confluence compared with the Zendesk tools we came from.

I do recognize that it's very hard to do anything without addons, but that is becoming the norm in IT-development nowadays.

But the issues first start when you try and close your account, which is fairly difficult. Luckily, the European data protection laws saved me in this instance. If you, too, have issues with deleting your account with Atlassian because you are the billing contact for a free product, please be advised that you simply have to write to their support and request deletion of the (free trial) products and then afterwards you are good to go."

Alice J. says

"The tool is very functional. In fact there are no really competitors. But, dear Atlassian, please stop releasing out new unfinished updates and forget to finish them. Over the past 2 years, the interface has changed ~4 times, each time some functions from told versions disappeared. Do not make your users to beta-testers, tired, really!"

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