Allow custom domains for Cloud apps

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-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