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Suggestion
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Resolution: Fixed
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2,116
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Problem
Today, you can sign up for certain Atlassian cloud products (Jira Software, Jira Service Management, and Confluence) under the subdomain of your choice. For example, if your company is Acme, you can host these products under acme.atlassian.net
The scope of "custom domains" on this ticket is to allow customers to use Atlassian cloud products on their own second-level domain, i.e. jira.acme.com or acme.com/confluence
Hi everyone,
As we shared in our last update, we will be closing this ticket now that custom domains for Confluence, Jira, and Jira Service Management are generally available. If you have any questions, please reference the support documents or raise a support ticket.
Going forward, this ticket will be moved to the ‘Done Issues’ section and comments will not be monitored.
Thank you,
John Hooper
Product Manager, Confluence
Hi everyone,
Custom domains are now generally available for Confluence on Premium and Enterprise cloud plans!
If you’re ready to get started with custom domains, follow these instructions. As noted in our last status update, we will be closing this ticket 30 days from today. After that time, we ask that you raise a support ticket with any questions.
Thank you,
John Hooper
Product Manager, Confluence
Hi everyone,
My name is Moinak Chatterjee and I’m a Senior Group Product Manager at Atlassian. We have a few important updates on custom domains.
Custom domains for Jira and Confluence
Custom domains are now generally available for Jira and will become generally available for Confluence starting in Q3. Custom domains for both Jira and Confluence will be available on Premium and Enterprise cloud plans. The rollout for Jira started today and will continue gradually over the next two weeks.
Custom domains are an administrative capability that allow organizations to use their own domain name to host Atlassian products. For example, using go.jira.acme.com instead of acme.atlassian.net. Using a customer-branded URL instead of an Atlassian-branded URL helps make sites more discoverable, accessible, and uniquely yours, since they’re based on the organization’s domain rather than Atlassian’s. Custom domains join the family of advanced administrative capabilities that are the foundations of our Premium offering and are also included in Enterprise plans, alongside features like sandbox and release tracks.
Custom domains for Jira Service Management help centers
For Jira Service Management (JSM) help centers, discoverability and branding are of the utmost importance so that your customers can get the help they need as quickly as possible. Custom domains for JSM help centers enable better customer service rather than better administration, which is why they will continue to be available on all paid cloud plans.
Getting started with custom domains
If you’re ready to get started with custom domains for Jira, follow these instructions. We will provide an update on this post when custom domains for Confluence become generally available.
If you are not already using a Premium license(s), you will need to upgrade to Cloud Premium to enable custom domains for Jira or Confluence. If you’re also looking for advanced scale, security & compliance, analytics, and support, we recommend you evaluate the Cloud Enterprise plan.
URL redirects for even more flexibility
We’ve heard your feedback and understand that many of you are looking for more flexibility in how you configure custom domains, which is why we also support URL redirects.
In designing the custom domains solution, we’ve been intentional about balancing security, customization, and open collaboration. Having a two-level domain plays a critical role in making our solution resilient to potential man-in-the-middle (MITM) attacks. At this point, we do not have plans to revisit the two-level subdomain construct, but customers who would like to use a shorter URL can set up a URL redirect. If you choose to use a redirect, you can create links with a shorter, fully customized base URL that redirects your users to the full URL.
What’s next?
Custom domains for Jira and Jira Service Management are generally available today. Custom domains for Confluence will become generally available in Q3. Therefore, we will close this ticket 30 days after Confluence custom domains become generally available. This will give you time to use this ticket to ask questions about how to use and access custom domains. After that time, we ask that you raise a support ticket with any questions.
We know many of you have given feedback about custom domains in the past. If you have additional feedback, we welcome you to share your candid feedback and concerns. We’ll be listening! But as a way to keep the dialogue productive, please note that we will prioritize addressing comments related to the functionality of custom domains and how to use them.
Best,
Moinak Chatterjee
Senior Group Product Manager, Atlassian
Hi everyone,
Now that custom domains for JSM Help Center is generally available and custom domains for Jira is in early access, I’m excited to announce another milestone for the custom domains program.
Early access - custom domains for Confluence
We’re launching the Early Access Program (EAP) for custom domains for Confluence Cloud. Bringing custom domains to Confluence will make it easier for your team members to find and access your site.
To join the EAP, simply follow these steps:
- Visit our EAP signup page
- Fill out the form with your details
- Be on the lookout for a confirmation email with further instructions
Please note that we will limit the number of participants for this EAP so that we can properly manage feedback that comes in as part of it.
Support for URL redirects
I also wanted to re-share information on the option to add URL redirects, which can offer more flexibility and allow you to share a shorter URL with your team or customers. If you choose to use a redirect, you can create links with a shorter, fully customizable base URL that redirects your users to the full URL. For more information, please visit Community or the Atlassian Support Documentation.
Thank you,
John
Custom Domains for Jira - Early Access Program
We are thrilled to announce the launch of our highly anticipated feature - Custom Domains for Jira! We are inviting you to join our Early Access Program (EAP) and be among the first to explore and provide feedback on this new feature.
Custom Domains is designed to give you more control over your Jira instance and enhance your branding. This new feature allows you to customize your Jira domain to match your company’s domain, making it easier for your team members to remember and recognize.
To join the EAP, follow these steps:
- Express your interest on our EAP signup page - Registration link
- Fill out the form with your details.
- Await your confirmation email with further instructions.
Please note that the Early Access Program for the Custom Domains feature is limited to a select group of users for now. We encourage you to sign up as soon as possible to secure your spot. We will further communicate regarding the status of your request post mid-January after analysing your response.
Once you're part of the EAP, we ask that you use the Custom Domains feature and provide us with feedback. We appreciate any insights you can provide about your experience, whether they're about usability, performance, or any other aspect of the feature.
We are committed to making the Custom Domains feature the best it can be, and we are eager to receive your valuable input. We believe that with your help, we can create a more personalized and effective Jira experience for all our users.
If you have any questions about the EAP or the new Custom Domains feature, please don't hesitate to get in touch with us at Custom Domains Support
Best Regards,
Prashanth M
Product Manager, Jira Platform
Hi everyone,
Custom domains for Jira Service Management Help Center paid customers have exited beta and generally available! We also have progress to report on work to introduce more flexibility in your custom domains and on a new early access program for custom domains for Jira products.
Value of custom domains for your JSM Help Center
Implementing your own branded URL for your Help Center will make it easier for your customers to find and recognize your brand. Operationally, your customers will have an even more seamless experience getting the help they need from the right places. Greater discoverability enables more self-provisioned help and less time required for your team to manage requests.
Introducing more flexibility in first level subdomains
Since announcing the open beta for this feature in August, we’ve been working to introduce more flexibility in how you implement your branded URL. Currently, you’re prompted to select from a list of keywords for your first level subdomain, but that part of the domain will soon also be free text. Once first level subdomain flexibility is shipped, it will be available across all future custom domain launches for your various Atlassian products.
Early access - custom domains for Jira
Last week, we announced the launch of the Early Access Program (EAP) for custom domains for Jira - including Jira Software, Jira Work Management, Jira Product Discovery and the agent experience in Jira Service Management. If you’re interested in joining the program, please refer to this comment and complete this registration form.
What’s next
As we mentioned in August, we’re releasing custom domains support on a per-product basis. Please visit the Atlassian Cloud Roadmap to follow along on progress. We will introduce the per-product leaders in a future update.
Best, Luke
Hi everyone,
As of August 1, 2023, we have released custom domains into open beta for all paid Jira Service Management Help Center customers. With this release comes greater discoverability, customization, and ease of use for your organizations' admins, teams, and customers. For details on the release, please see the Jira Service Management community article.
Where we are now
With our open beta underway, we’re happy to share that we are seeing broad-based adoption across our customer base and a high completion rate across customers who begin to setup up custom domains for their organization. Please continue to use the "Give feedback" option inside Admin Hub, or email custom-domains-working-group@atlassian.com
[|mailto:custom-domains-feedback@atlassian.com], or leave a comment here. We continue to monitor the open beta results and your feedback to inform our approach for what's next.
What’s next
Our approach is to release custom domains support on a per-product basis for Jira Software, the Agent Experience in Jira Service Management, and Confluence.
As a reminder, the timeline for when we release support for each product will vary. You can visit our cloud roadmap or continue to watch this ticket for additional progress updates.
Thank you for your continued engagement. We will post another update in the coming months.
Best, Luke
Thank you for your engagement on our last update. We know how important it is for you to have a clear and detailed understanding of the technical reasons behind the constraints and how they enhance your security experience with custom domains. Please see our latest update with more details on the security consideration and our support for URL redirect.
All the best, Luke
Hi everyone,
This past quarter, we engaged a number of existing customers, and specifically Atlassian cloud admins, for focus group sessions. We did so to validate our direction and early admin experience designs for feedback.
We shared these preliminary designs in the Atlassian Enterprise Community. Please refer to our update here.
We will be back next quarter with the latest.
All the best, Luke
Hi everyone,
I am bringing you the latest update on the Custom Domains work. The leaves may be changing around the Atlassian San Francisco office, but I’m happy to report our custom domains work is still green (and on track!) for early access in 2023.
Shipping custom domains requires extensive to changes to both our products and numerous pieces of our underlying shared cloud infrastructure. Among product teams, the Jira Service Management team is currently farthest along on this journey. As such, I’m excited to announce they have recently completed detailed, technical scoping and are beginning the implementation to bring Custom Domains to JSM.
In our last update, we mentioned that the approach to Custom Domains requires the enablement of new security measures. As many of you know, we operate under a multi-tenant SaaS architecture, which allows for better scalability and efficiency, minimizes security risks, among other benefits. This architectural approach also allows a single Atlassian account to be granted access to data across any number of Atlassian organizations, products, and marketplace apps. With the introduction of Custom Domains, we plan to add guardrails for the new third-party traffic controls (e.g. DNS resolver, Certificate Authority, etc.) between the user and the Atlassian systems.
As a result, we are focusing on added security measures around auth tokens, improved security threat detection, and increased user awareness when they encounter a custom domain. We are also building out corresponding admin controls for managing custom domains in Admin hub.
While we are committed to bringing Custom Domains to you as quickly as possible, we must do so with security and the safety of your data in mind. On behalf of the various teams contributing to this feature, thank you for your patience and continued support. Stay tuned for the next update next quarter.
Best regards,
Luke Liu
Senior Product Manager, Admin Experience
Hi everyone,
I am checking back in with the latest update on this feature. Apologies for the slight delay; I wanted to ensure our next communication accurately reflects our scope and progress.
Since April, we have continued working on foundational platform building blocks, engaged our various Jira and Confluence product teams to align timelines, and partnered with our security team to advise on our work-in-progress builds. I am happy to report we remain on track for early access in 2023.
Custom domains has been a multi-year undertaking, and we are confident in that our current approach will deliver the benefits that you have been waiting for. This approach is built upon Atlassian’s modern cloud platform, with new security measures enabled. While using custom domains with Jira and Confluence on-premise is relatively straightforward, implementing custom domains in a multi-tenant SaaS architecture with hundreds of thousands of customers requires a high degree of care. We are working closely with each product team to ensure that all existing cloud products will continue to work as expected in a tenant with custom domains enabled.
Personally, I am really excited about this progress, and appreciate your candid comments and feedback. Thank you for your partnership, next update coming this fall!
Best regards,
Luke Liu
Senior Product Manager, Admin Experience
Hi everyone,
I’m Luke. I recently started at Atlassian, working with c6c23291180e to drive the custom domains efforts, and continue our quarterly updates.
In our last update, we shared our focus areas at the conclusion of 2021. These included: internal implementation approvals, a final staffing plan, and the beginning of risk mitigation for execution. This quarter, we continued this progress, and we are still on track to deliver custom domains in 2023.
Most recently, we have built a team that will focus exclusively on delivering custom domains. Engineering work has kicked off on platform building blocks that will support custom domains across the Atlassian product portfolio. Delivering custom domains will require the collaboration of multiple teams across Atlassian, platforms or products, and we continue to build momentum across the board. Additionally, safeguarding our customers' data is our topmost priority, so we are also taking extra precautions to ensure that exposing custom domains controls does not introduce new security risks.
Thank you for you continued interest and feedback. Your enthusiasm drives the program’s importance and urgency. Look out for our next update in July, and please feel free to share any feedback with me directly: lliu2@atlassian.com
Best regards,
Luke Liu
Senior Product Manager, Admin Experience
Hi everyone,
As promised, we are providing another update on custom domains as we enter into 2022 and look ahead.
I am pleased to communicate that we are still on the trajectory to deliver custom domains support in 2023. In the last two months, we have secured the final round of internal approvals on the implementation approach, finalized our staffing plan, and started to de-risk our execution plan by securing commitments from teams that we expect to contribute to the build.
As before, we will continue to be transparent and provide timely updates. As the project is starting to pick up speed, we also intend to increase the frequency of these updates, delivering them on a quarterly basis.
On behalf of the Atlassian team, we take your feedback seriously and understand both the frustration and the urgency. We are working hard to create the best overall experience for as many customers as possible, in line with our company values. You can share your feedback with me directly: ibagrak@atlassian.com
Best regards,
Ilya Bagrak
Group Product Manager, Admin Experience
Hi everyone,
I wanted to share an update on our progress, as we are acutely aware of the need for custom domains for many of our customers.
Atlassian reevaluates our product priorities on a quarterly basis, and we have just wrapped up another cycle of planning. I am proud to say that since the last update, my team has helped ship self-serve site rename (another long asked for feature set) and are about to ship the much-needed improvements to custom domains for email. We’ve also been working hard to ensure that admin.atlassian.com continues to meet the performance needs of our largest and most complex cloud customers.
These efforts illustrate the investments we’ve made in admin controls and performance, but it’s clear we need to do more. Unfortunately, this will delay our ability to invest in custom domains to the extent we originally planned. We are currently on a trajectory to deliver custom domains support in 2023 and are exploring options to accelerate the effort as well as to deliver incremental solutions ahead of that time.
We will continue to be transparent and provide timely updates, even when the news is not what we would prefer to share.
On behalf of the Atlassian team, we take your feedback seriously and understand both the frustration and the urgency. We are working hard to create the best overall experience for as many customers as possible, in line with our company values. You can share your feedback with me directly: ibagrak@atlassian.com
We plan to provide the next update on this feature by January 2022.
Best regards,
Ilya Bagrak
Principal Product Manager, Admin Experience
Hi everyone,
I work with dmeyer and lead Atlassian’s custom domains team and will take over updates on our progress going forward. I know many of you have been eagerly awaiting one!
In the last 6 months, the team has reviewed our previous technical efforts on custom domains implementation, alongside general security improvements implemented by major web browsers, and we’ve achieved internal consensus on the new approach to deliver this feature for our Jira and Confluence cloud products.
I apologize that this update has not come sooner, but we have been quite busy taking our recommendation through internal security and architectural reviews, and I am happy to report that we are well on our way to fleshing out the execution plan. We will ramp up on execution over the new several months and continue to plan for an EAP for custom domains next year.
Security for our customers remains our highest priority and a place where we are unwilling to compromise. While we understand and have deep sympathy for the urgency of delivering custom domains, our focus in the last six months has been finding a more feasible implementation that meets customer requirements, without putting our customers at risk.
I also appreciate that many of you are puzzled by why something that appears so trivial at first glance would be so hard to deliver in practice. We are committed to helping our customers understand the unique complexity of getting a solution out there quickly and safely and are working on a blog post that will unpack some of the underlying technical challenges and constraints we’ve had to overcome.
Across Atlassian, we are committed to investing where we can have the greatest impact for the most customers possible. I encourage you to check out the full scope of our plans on our public roadmap, custom domains included.
On behalf of the Atlassian team, we take your feedback seriously and understand both the frustration and the urgency. We are working hard to create the best overall experience for as many customers as possible, in line with our company values. You can share your feedback with me directly: ibagrak@atlassian.com
We plan to provide the next update on this feature by January 2022.
Best regards,
Ilya Bagrak
Principal Product Manager
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[CLOUD-6999] Allow custom domains for Cloud apps
Hi everyone,
My name is Moinak Chatterjee and I’m a Senior Group Product Manager at Atlassian. We have a few important updates on custom domains.
Custom domains for Jira and Confluence
Custom domains are now generally available for Jira and will become generally available for Confluence starting in Q3. Custom domains for both Jira and Confluence will be available on Premium and Enterprise cloud plans. The rollout for Jira started today and will continue gradually over the next two weeks.
Custom domains are an administrative capability that allow organizations to use their own domain name to host Atlassian products. For example, using go.jira.acme.com instead of acme.atlassian.net. Using a customer-branded URL instead of an Atlassian-branded URL helps make sites more discoverable, accessible, and uniquely yours, since they’re based on the organization’s domain rather than Atlassian’s. Custom domains join the family of advanced administrative capabilities that are the foundations of our Premium offering and are also included in Enterprise plans, alongside features like sandbox and release tracks.
Custom domains for Jira Service Management help centers
For Jira Service Management (JSM) help centers, discoverability and branding are of the utmost importance so that your customers can get the help they need as quickly as possible. Custom domains for JSM help centers enable better customer service rather than better administration, which is why they will continue to be available on all paid cloud plans.
Getting started with custom domains
If you’re ready to get started with custom domains for Jira, follow these instructions. We will provide an update on this post when custom domains for Confluence become generally available.
If you are not already using a Premium license(s), you will need to upgrade to Cloud Premium to enable custom domains for Jira or Confluence. If you’re also looking for advanced scale, security & compliance, analytics, and support, we recommend you evaluate the Cloud Enterprise plan.
URL redirects for even more flexibility
We’ve heard your feedback and understand that many of you are looking for more flexibility in how you configure custom domains, which is why we also support URL redirects.
In designing the custom domains solution, we’ve been intentional about balancing security, customization, and open collaboration. Having a two-level domain plays a critical role in making our solution resilient to potential man-in-the-middle (MITM) attacks. At this point, we do not have plans to revisit the two-level subdomain construct, but customers who would like to use a shorter URL can set up a URL redirect. If you choose to use a redirect, you can create links with a shorter, fully customized base URL that redirects your users to the full URL.
What’s next?
Custom domains for Jira and Jira Service Management are generally available today. Custom domains for Confluence will become generally available in Q3. Therefore, we will close this ticket 30 days after Confluence custom domains become generally available. This will give you time to use this ticket to ask questions about how to use and access custom domains. After that time, we ask that you raise a support ticket with any questions.
We know many of you have given feedback about custom domains in the past. If you have additional feedback, we welcome you to share your candid feedback and concerns. We’ll be listening! But as a way to keep the dialogue productive, please note that we will prioritize addressing comments related to the functionality of custom domains and how to use them.
Best,
Moinak Chatterjee
Senior Group Product Manager, Atlassian
Hi everyone,
Custom domains are now generally available for Confluence on Premium and Enterprise cloud plans!
If you’re ready to get started with custom domains, follow these instructions. As noted in our last status update, we will be closing this ticket 30 days from today. After that time, we ask that you raise a support ticket with any questions.
Thank you,
John Hooper
Product Manager, Confluence
All comments
rkelledy - I understand the complications you face, but the simple fact is you've got marketplace vendors who are already offering custom domains as a (paid) feature on cloud instances.
https://marketplace.atlassian.com/apps/1218481/refined-for-jira-cloud?hosting=cloud&tab=overview
Either you're failing at security because the hole's already there, or you're using it as an excuse at this stage.
Hello,
Please be agile... The goal is not to provide all features at once. And that's the principals of Agile. I am migrating to the premium feature for that. Otherwise there is no point for me.
It appears that using the server version in a azure deployment is good alternative. This way azure manages cloud hosting and you have all the dns configurations that you would expect in 2010 (yes, we're in 2020). And also, (i dont know this for sure) it appears the pricing may be cheaper if you have more than a handful of users needing access to Jira software and Jira service desk.
log into the azure portal, type Jira in the search bar and there is a wizard to get it setup.
Maybe reach Cloudflare, you could rely on their secure configurations for this, manage the configuration from a Jira UI .
This way you can standarize the domain configurations instead of open this feature to anything else.
But the next gen product, the new Jira navigation, ALL of the features no one really cares about were so much more important than this one. 🤣🤣🤣 To be honest though... I sort of don’t ever want this issue to be complete because I love everyone’s commentary.
Wow, this is so awesome. After almost a decade and this issue is still nowhere near finished!
This is definitely an achievement in and of itself for Atlassian!
Microsoft, Slack, NetSuite, and Google have all been able to do this very simple customer convenience and it seems that this has opened up so many rotting cans of worms with security underpinnings and badly designed auth code, or Atlassian dev teams are so siloed that you can't coordinate your left hand with what your right hand is doing.
Your lucky these customers don't move to your competitors by now. 
~~~
By the way, my son was born in 2011, so I do get reminded each year this issue isn't resolved. Ha ha.
it seems that it is not possible to attach screenshot. I see message
Page unavailable
Your Atlassian Cloud site is currently unavailable.
Please check Atlassian Status for known problems.
If there are no known problems and your page hasn't appeared again in 5-10 minutes then please contact our support team.
So, today CNAME record issues.domain.com associated with domain.atlassian.net will produce
is there any way to get better results?
Hi Jonas,
We did consider requiring customers delegate a DNS subdomain to us via NS records, but discarded that approach for a few reasons:
1) It doesn't improve the security posture - we wouldn't "own" the subdomain, we'd only control it while the delegating NS records are present and correct and that could change at any time.
2) We do not need the customer to create a lot of DNS records in our planned solution - currently only 2 per product. If we needed the customer to create a whole bunch of records (eg: CNAME, MX, SPF, DKIM, SSL Verification) then it might make sense to only ask the customer to create 2 NS records and we could then create the rest for them, but that is not the case.
3) Some customers are uncomfortable with the idea of delegating control of a subdomain. In our solution we ask the customer to create specific records. If we asked them to delegate a subdomain we could then create any records within that subdomain.
To be clear, the DNS part of this solution is largely a solved problem. At this stage we will be asking customers to create 2 CNAMEs per product they want a Custom Domain for - one for HTTP traffic and the other for Amazon Certificate Manager (ACM) to validate domain ownership before issuing the SSL certificate. We can leverage the HTTP CNAME to in turn provide MX, SPF and Simple Email Service (SES) validation records. We still have some investigation to do around DKIM records for outbound email.
I can‘t believe this is a big issue. Google did this for Firebase hosting. They validate your domain and create a Let‘s Encrypt certificate for your (sub)domain. I worked very well. More information (from the client side): https://firebase.google.com/docs/hosting/custom-domain
@gregoryc, Jonas is talking about subdomain delegation, it's a DNS thing and nothing to do with redirects.
Essentially Atlassian would "control" a subdomain you specify, e.g. atlassian.foo.com, where your domain is foo.com. They can then issue DNS-validated SSL certs for that subdomain, and control the A records to point to the server where your Cloud sites are tenanted.
Seems a fairly obvious solution to me too, but what would I know 
Gregory, you can do https redirections with CNAME if the "host" server has a SSL certificate
Hi 3ea903ca3b70, what do you mean "an NS" record?
atlassian.net does not accept https redirects via CNAME.
Your domain should be known at least to their SSL keystore.
We use other systems, where I had to add an NS record for a child domain to our DNS, so that the other system fully "owns" that child domain.
Just a tought if this could help here. In case of the other system it was also a matter of security as I run a small MSP business.
Kind regards,
Jonas
Update is much appreciated. Thanks for sharing the complexity. My sympathy dial has now been rotated clockwise. 
Thanks Rob for sharing a detailed update.
Please keep sharing future updates in the future
thanks a lot for your update. I think most people just wanna know, what the next difficulties are that you're going to tackle.
So that helped a lot.
Thank you Rob - that helped a lot. Continue with regular updates here and everybody may get happy again.
Thanks Rob. Your update and the detail within is much appreciated. 
Hi Everyone,
I’m the lead engineer at Atlassian working on Custom Domains and would like to provide some information to address the understandable frustration at our lack of updates on this ticket.
Internally there are over 20 teams currently involved in the planning, design and build of the Custom Domains feature. Security of our customers' data is our number one priority, and is our current primary focus. By implementing Custom Domains, we change the trust model for incoming traffic from one where we own and control the domain, to one where the customer controls DNS and has the potential to obtain an SSL certificate and proxy requests. This presents a unique security challenge to Atlassian products due to the nature of our Global User Accounts in combination with user-centric APIs that aim to provide an Atlassian-wide view to users. We are working towards a solution, but this will likely involve restrictions on how and where Custom Domains can be used. To be completely transparent, there is also a possibility we’re unable to find a solution that meets our security requirements.
In addition to the focus on security, some of the other work underway includes:
- Designing the admin UX for configuring and managing Custom Domains, including multiple customer interviews and feedback sessions. Customer research has shown us the desire for an end-to-end solution that includes email and redirection capabilities
- Designing and implementing the product UX - ensuring all current and future product functionality continues to work as expected, supporting redirection from the standard atlassian.net domain to the Custom Domain when one is configured, while allowing the standard name to continue working for API calls
- Building a system to request and manage the life-cycle of SSL certificates at scale, including the validation of domain ownership via DNS (we’re leveraging AWS for parts of this)
- Integration with our provisioning systems - at the scale we are dealing with, applying custom domain configuration across our internal systems needs to be automated to address our availability, reliability and auditing requirements
- Updating legacy Jira and Confluence code that previously assumed the URL was immutable, to instead pull the current URL from our Tenant Context system at run-time
- Updating Confluence and Jira Service Desk to work on the root path, eg docs.acme.com and support.acme.com instead of /wiki and /servicedesk respectively - a change that is strongly supported by customer feedback
- Adding functionality to our notification and email platforms to ensure we can send (and in Jira’s case, receive) emails for Custom Domains
- Updating applinks (the system link between Jira and Confluence) to work with Custom Domains
- Informing 3rd party add-ons when a Custom Domain is configured so they continue to work
- Ensuring mobile apps and integrations with other products like Bitbucket and Trello continue to work as expected
Unfortunately I can’t provide any firmer timelines, but my hope is to provide assurance that we are working on this, and to give some insight into what’s involved. We aim to provide more regular updates going forward.
Thanks,
Rob
@andrew w: I totally agree! This is ridicolous and i have also been wondering for the last year why and how this garbage company still can be in business! I cannot think of another company or product as useless as Atlassian and JIRA.
Very simple tasks is SO over complicated when it comes to JIRA! I always avvoid changing my forms - cus it's a big hassle everytime.
The pricing and licensing model is a big joke as well!
I've solved Custom domain namnes via DNS-record + URL rewrite. It's not 100% but its much better than waiting in vain, for Atlassian to the their shit together....
Sorry guys but I don't understand why this task is so difficult to do...
I mean... it's just a bunch of DNS CNAME records to validate the ownership of the domain for creating a SSL certificante and thats it!
I have made a similar task in my company for custom domains, and the level of difficult is easy.
I don't want to disrespect anyone who works on this product but... come on we are a LOT of people waiting for this feature and we will migrate to another solution sooner or later because this
@Justin Russell I think at this point calling it a complete and utter disaster would be putting it too mildly. It was really unprofessional nine years ago, after folks had been waiting for a year. Words fail me when it comes to this company, I have absolutely no idea how and why they're still around.
It's probably worth throwing this in the thread, though I'd be interested to hear if the timeline has changed at all. (I haven't seen any updates from Atlassian anywhere.) This is from slide 36 of the presentation linked in the October 2019 update.
Custom domains timeline
- Now: Developer preview
- Jan 2020: Jira Software early access
- Jul 2020: Jira Service Desk early access
- Sep 2020: Confluence early access
I will say that it's incredibly frustrating (and looks really unprofessional) to have to send our customers links to knowledge base articles at *.atlassian.net, but I have a feeling at least 3,942 other people agree with me there. 😏
Im sure that on Atlassian Summit 2019 (8 month ago) this was promised to be available
Actully by Nuwan, claimed to have solved (i think) the most voted ticket....or something
Hope that this issue will not end in same way as Apple AirPower. Presented with aplaus at keynote but never introduced to market at all.
Update on 19/Nov/2019: Thanks to everyone that signed up so far!
We’re out of time to schedule more video calls, but I can also send across the draft designs for lightweight feedback over email. Again, just send me a message at sshaheed@atlassian.com if you’d like to participate.
Best,
Simi
Hi everyone,
We have some updates to our approach to custom domains we’re looking for feedback on.
If you can spare 30 minutes to speak to us over video call in the next few weeks, please sign up here: calendly.com/vli-2/custom-domains-interviews. If you don’t see a time that works, email me to let me know you’re interested in taking part at sshaheed@atlassian.com
Thank you!
Simi
Designer, Atlassian
I would imagine - as has been mentioned before - if this was an issue which Atlassian had any intention of solving whatsoever it would have been done 7 years ago.
Many of us (after years of waiting) moved on after realising that Atlassian, a company famous for an issue tracker, had no serious intention of working on the most voted for issue in their own tracker; and is no longer the only provider of good tooling as may have been the case when JIRA/Confluence were relatively new.
Perhaps the best thing about this issue is that it forces customers to look seriously at other alternatives, which in many cases may not end up being a downgrade to anything Atlassian makes.
I would like to see custom domain support for standard licenses as well as premium licenses.
@Henry: I installed it this weekend, and it allows you to use your own domain name for the custom "portal".
@Tom, yes and it works fine.. I like it, but this wont solve this topic.. it is for customisation of the JSD en not to change domain names as far as I know.
Just had a 30 minute call with Simi and was happy to see some progress being made.
I would encourage all interested to let her know your requirements if you can attend a meeting.
Just received an email soliciting my feedback specifically for Jira Service Desk. Why on God's green earth does anyone in your marketing group think thats a good idea given the fact that the platform is missing core functionality such as this decade old ticket? Laughable at this point and will gladly write a public review.
Every time they ask for my feedback I give them the lowest possible rating and put a link to this issue in the text box.
Just received an email soliciting my feedback specifically for Jira Service Desk. Why on God's green earth does anyone in your marketing group think thats a good idea given the fact that the platform is missing core functionality such as this decade old ticket? Laughable at this point and will gladly write a public review.
Hi everyone,
We have some design prototypes of administering custom domains that we’re currently looking for feedback on, to make sure we’re on the right track.
If you can spare 30 minutes to speak to us over video call on 10 October or 11 October to test out the design, please sign up here: https://calendly.com/sshaheed/research-chat?month=2019-10
Thank you!
Simi
Designer, Atlassian
Dont get your hopes up. its not even in consideration. its in a "future" consideration.
I think waiting on another product might be a quicker bet.
There are features that have been completed that I am still waiting to be released.
This ticket was created in 2011 so my guess is about a 15 year turn around time based on other tickets I've seen.
When it comes to software they have to build features that will attracts new customers and only fix just enough to where we wont leave. If this was a priority they would have done something about it.
Hey. We're waiting for this feature. Will be great to have this ASAP.
A CNAME with custom SSL certificate would be great for Jira Service Desk
Thanks for your input @calculon83.
My issue is that we run Jira Software, and Jira Confluence Server editions (and they're a little outdated). I can't configure Jira Service Desk Cloud to use a Jira Confluence Server space as the knowledge base. It only gives me the option to use an Jira Confluence Cloud space.
Multiple e-mails - I have tried this, with e-mail forwarding from our priority e-mail to our regular e-mail. There is no identifier on the ticket created that shows it came through the priority e-mail first. It appears that I can only use separate projects for separate e-mails. One e-mail per Project is fundamentally (in my opinion) a functional oversight.
I appreciate your response though, I've been looking for solutions for this for weeks. I think now, i'm going to have about 6 JSDC Projects, that all send their issues inter-project just to handle it. I'm not looking forward to it.
Hey @stuartmills, we just set this up and were able to connect Jira issues from our project to the SD cloud issue and were able to setup a space in confluence for our knowledge base for SD cloud. Multiple emails, I would see up a forwarding rule from the inboxes, and as for the custom domain, that's just disappointing.
Name one other Service Desk competitor's solution that doesn't have this feature already out of the box.
I wish we knew this before we commenced on the journey and I've been putting weeks of effort into customising and paying for addins and solutions.
Who would have thought that Jira Service Desk Cloud had such difficulties doing such incredibly basic things?
- Custom Domain (support.company.com) - basic, not possible.
- Let Issues in SD Cloud link to Issues in Software Server - basic, not possible.
- Use Confluence Server spaces as the Knowledge Base for SD Cloud - basic, not possible.
- Multiple e-mails into one SD project - basic, not possible.
I'm incredibly disappointed after 'talking up' the software inside the business here - my mistake. I have to justify this choice I've made, and all of these constraints are making it very difficult.
My money's on hitting 10 years before any code actually takes shape. Atlassian needs to be consistent in their pace to keep brand image intact, 10 yrs anniv for this issue would be just that. 😉
"we’re now in active development"—Wow, after only 9 years! You're bound to hit the sonic wall, brace for impact.
I guess we should all rejoice this issue is considered medium, not low priority.
Once again, Atlassian are gouging their customers by forcing them to pony up more money for features that are available in the basic tier of your competitors.
First it was SSO being bundled in with Atlassian Access, now custom domains go to the "premium" level. Rapidly becoming a product I can't recommend anymore.
Victoria Li, if this is being worked on per your desc update, why does it have no assignee still?
https://www.businessinsider.com.au/atlassian-says-the-cloud-is-its-future-as-it-makes-sweeping-changes-to-its-flagship-products-and-pricing-2019-9 hi Scott, I do find it hilarious that you say cloud is your company's future but you can't even do this basic cloud feature after 8 years of customer complaints. Happy to catch a water taxi to your house to discuss.
Using CNAME redirection causes SSL certificate validation failures. The certificate is a wildcard of atlassian.net, which doesn't match with your own domain name in the CNAME entry, so CNAME isn't really a valid way to accommodate this.
Ricardo, you need to use both.
Create an A record on your DNS, pointing to your IIS or a 3rd party ulr-redirect service.
Create a redirect and you're off.
Not the best solution, but far better than what Atlassian is offering.
@James Frank, did you used your own DNS or did you sed a 3rd party (ex.: https://www.easyredir.com/free-url-redirect/ ) ?
Ricardo Sousa da Silva–you can already do that by simply hosting a redirect on your own domain. Atlassian isn't doing it for you, but you can do it for yourself. We've got that set up. Reach out if you have questions.
Is there any recent update for this issue?
Is it possible to accept a redirection in this case? For example add the ability to customers create/maintain their own A or CNAME entry (https://jira.acme.com) and redirect for its cloud instance (https://acme.atlassian.net)
@gq723xh Oh trust me, the entire world is marveling at Atlassian's inability to deliver such an essential, yet very basic feature.
Every single one of my ticket systems, remote management, help desk or other portal-based software offers custom domains and has been for years (not having that doesn't make sense after all). Granted, they might have you choose a higher tier or pay extra, but you get it one way or another. With Atlassian, it's out of reach no matter how much you pray or pay. How they ever managed to become a world player is completely and utterly beyond me.
Honestly I'm baffled this functionality is not available. Given the heavy push towards the Cloud version, it's quite sad how badly Cloud is lacking.
Oh dear. I tested this software now for days. Seeing if everything i require is supported. I NEVER expected, that I have to send links to MY customers with xxx.atlasian.net in the URLs. That is a MAJOR issue. Some of our customers might even think this is spam (in germany they are kind of paranoid).
Since this is open for years and has the highest vote by far (10 times more votes then place 4). I believe this is something you are NOT willing to change at all. It sounds more like "we telling our customers we change it to keep them silent". Oh dear. I am looking into competition right now.
Because of this and the not being able to change the sending email address for emails from Jira Service Desk in the Cloud - we've decided to move away from JSD and across to something else
Hopefully for everyone else's sake here they sort this one out soon.
Hi @Tran Van Huu,
No, I meant they allow us to change from AAA.atlassian.net to BBB.atlassian.net.
Based on your recently comment, does it mean that now Atlassian allows user to custom their domain for cloud.
Like we have AAA.atlassian.net and now they can help us change to AAA.net or AAA.com, am I right?
Thanks,
Hello,
We contacted https://support.atlassian.com/contact to rename our domain name and everything went fine. The process took less than 10 minutes.
Also, our old URL redirects to the new one, so we don't have to notify our users.
This option would be most welcome for our company as well. Rock on!
We have a hacky solution which involves an Nginx proxy rewriting requests, an external captcha solving service, and a few other pieces in our free plan test environment.
So; not sure if this would break the terms of use if deployed in production, but we really shouldn't have had to go down such a convoluted route for this to work.
Please give us this option soon Atlassian, the length of time this ticket has been open without resolution, in combination with the number of huge customers you have begging for this feature is a fairly disrespectful optic. There's plenty of SSL options now for SaaS providers. We don't mind paying an additional amount for this utility.
If this is a technical issue blocking this ticket, please be transparent and share with us the issues and the progress.
If this is a business decision, please provide an official response and freeze this ticket until that decision changes instead of keeping our hopes up.
We are trying to figure out a way to hack this right now so this feature would be awesome.
@Andre Wolf @Brandon Miller:
This is regarding renaming of the site (xxx.atlassian.net to yyy.atlassian.net), not putting them on your own domain yet. I'm also still waiting on being able to use our own domain without redirects or anything of the like.
So you're saying this is now possible and we need to dig it up in some unrelated thread because it wasn't worth telling the folks who've been waiting for EIGHT YEARS so you can read up on CNAME 101? Seriously?
Hey mike984333915 and info1881525624,
Can you please submit a case with us from https://support.atlassian.com/contact/ and we will be able to check this and confirm for you! We have reached to our vendors to confirm their compatibility with this feature, but there are some add-ons for which this compatibility was not confirmed yet, that is why it is recommended to raise a case with us.
Thank you jmundekkat1!
Cheers,
Ramona
Atlassian Cloud Support team
@Mike Barlow @Marcus Riedinger:
We were able to do so by contacting Atlassian support, who judged our eligibility for us.
Thanks for the update Nuwan.
Re: "our Support team can now rename an Atlassian Cloud site, for eligible sites. Eligibility is determined by the Ecosystem apps installed, and whether they are compatible with the rename process."
How can a company request that eligibility is check and applied if suitable?
As it's my 30th Birthday today, I think I'll celebrate with a joint party for this ticket's 8th birthday.
You've left a door open for the competition here since 2011 so with no faith this issue will be resolved any time soon, I'll start looking at the competition for better solutions.
I agree with Wayne as well - if an important feature like this hasn't been rolled out in 7 years with SO much support and votes from users - then all this looks like to us mere users is an under-handed branding play from Atlassian to keep spreading the brand out there 😢
Whilst I do somewhat agree with you mario.ingermann the fact that the issue is over 7 years old goes a long way to explaining why subscribers to this thread have long lost their patiences.
Market leaders rise and fall in a time frame like that.
Seriously now, I've been getting email updates for more than a couple of months and those of you moaning about "how hard can it be" - I thought most of you people worked in the industry of product/software development. If you can't figure out by yourself, let me clarify it without even knowing much about Atlassians infrastructure.
To enable the functionality can not be simple. With all add-ons, API's and dependencies it must be a nightmare.
Stop simplifying this and be a bit humble. If you don't like Atlassians ranking of work they do, show it by giving feedback in a constructive way, or just cancel your subscription for a better product that fits your need.
/rant
@Nuwan Well if you really arrived at an "initial approach" after all these years for an issue an intern could do in an afternoon I wish you'd just stop and scrap it altogether for good. Having the audacity to even post this as an update is a slap in the face of every single customer. I wonder how you guys manage to tie your shoes in the morning, much less run a global company and retain more than 0 customers. Seriously, it's beyond me.
Whatever they might have announced, if they said this year it probably means sometime after 2219. At any rate, even if it was live tomorrow they have really burnded the bridges for thousands of customers as it stands. Too little, too late. This non-issue for ANY small-time shack has been lingering for so long, it'll be an eternal flame showing Atlassian's incompetence burning at its brightest. All they had to do was open the door for the customers lining up in front of it, yet they kept it firmly shut for no reason at all. Maybe they don't need any, who knows. It's a disgrace for a business in general, but for an IT company, I'm at a loss of words. Completely.
They just announced at Atlassian Summit 2019 they are fixing this issue before the end of the year.
Same as above here.
Considering using another system, due to the lack of this lack of feature.
Not a single word since 26/6-2018. Come on Atlassian, it's not rocket science!
Michael McDonald
added a comment - I'm leaving Atlassian Cloud due to this request not being addressed, I was in the middle of setting up for my business when I saw this basic feature wasn't available.
Michael McDonald
added a comment - I'm leaving Atlassian Cloud due to this request not being addressed, I was in the middle of setting up for my business when I saw this basic feature wasn't available. 
Might be a deal breaker for our customer. Could you please provide an update?
Ramses Grothausen
added a comment - +1
@Peter Dolkens, mate, you have no idea how happy you made me with that link! If that works as I understand it, I can tell the man with the wallet that there is a solution, rather than there is a case with Atlassian. Thanks!