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Contact & Support

This page explains how to get support for Templify, including licensing details, trial options, and how to reach our team.

Licensing Model​

Templify is a paid Jira Cloud app distributed via the Atlassian Marketplace under the Terano Apps vendor.

Key Points​

  • Paid via Atlassian — billing is handled entirely by Atlassian and attached to your Jira Cloud site
  • Per-site subscription — pricing is based on your Jira Cloud user tier
  • Free for small teams + trial — small sites get a free tier, and larger sites can start with a time-limited free trial

To see pricing for your user tier, visit the Templify listing on Atlassian Marketplace and check the Pricing tab.

Trials and Evaluation​

Starting a Free Trial​

As a Jira/site administrator you can:

  • Start a free trial directly from the Marketplace listing
  • Evaluate the app in your production Jira instance or on a sandbox
  • Let the subscription start automatically after the trial, or cancel before it ends
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Full support is available during the trial period. Contact us with any questions or for help with configuration.

What to Evaluate​

  • Create templates for your most common issue types
  • Test with different project types (Company-Managed and Team-Managed)
  • Try dynamic fields and text placeholders
  • Set up Default Values for your most-used project/issue type combinations
  • Verify the template picker works on the Global Create Issue form

Support & Contact​

Product support for Templify is provided directly by Terano Apps.

Service Desk (Primary Support Channel)​

Contact us via our Service Desk

Use the Service Desk when you need help with:

  • Template configuration and setup
  • Unexpected behavior or error messages
  • Dynamic fields and expression syntax
  • Default Values or Issue Template Field issues
  • Questions about licensing or billing
  • Feature requests and product feedback

What to Include in Support Tickets​

To help us resolve your issue quickly, please include:

Required information:

  • Your Jira Cloud site URL (e.g., yourcompany.atlassian.net)
  • Screenshots of the problem (template configuration, error messages)
  • Description of what you expected vs what actually happened

Helpful additional information:

  • Project type (Company-Managed or Team-Managed)
  • Issue type where the problem occurs
  • Steps to reproduce the problem
  • Whether you're using dynamic fields or text placeholders
Example of a good support ticket
Subject: Default Values not prefilling on Create Issue form

Site: mycompany.atlassian.net
Project: ONBOARD (Company-Managed)
Issue Type: Task

Expected: When opening Create Issue for ONBOARD/Task,
  the form should prefill with our onboarding template values.
Actual: Form opens empty, no fields are prefilled.

Configuration:
- Default template "Onboarding Checklist" is set for ONBOARD/Task
- Template contains Summary, Description, and Priority fields

Steps to reproduce:
1. Click "Create" in top navigation (Global Create)
2. Select Project = ONBOARD
3. Select Issue Type = Task
4. Form remains empty

Screenshots attached:
1. Default template configuration screen
2. Empty Create Issue form

Support Hours​

Support is available during business hours:

  • Time zone: Central European Time (CET/CEST)
  • Coverage: Monday – Friday, 9:00 – 17:00 CET

Other Contact Methods​

General Inquiries​

For topics beyond day-to-day product support (partnerships, enterprise sales, general inquiries):

Feature Requests​

Have an idea for a new feature or enhancement?

  • Submit via Service Desk with "Feature Request" category
  • Include your use case description and the business value it would bring

Self-Service Resources​

Before contacting support, check these resources:

  • Quick Guide — Get started in a few simple steps
  • Key Concepts — Understand Templify terminology
  • FAQ — Answers to common questions
  • Audit Logs — Check logged events for troubleshooting
tip

Most issues can be resolved by checking the FAQ or reviewing the Audit Logs for error details.