Problem Statement

Under Atlassian Marketplace Partner guidelines, providing a publicly accessible customer support portal or ticketing system is mandatory for all apps configured as Paid via Atlassian.

However, the current listing creation flow does not properly enforce this requirement:

• No visual mandatory indicator: The Support ticketing system field does not display a red asterisk () when *Paid via Atlassian is selected.

• Missing pre-submission validation: The form allows partners to submit paid listings with an empty support URL, causing preventable review rejections and unnecessary operational back-and-forth.

 

Impact:

• High Intake Rejection Rate: Partners routinely submit paid listings without a support URL, triggering avoidable rejections by the Marketplace App Lifecycle Review team.

• Partner Friction & Time-to-Market Delays: Missing required fields lead to repeated review cycles and back-and-forth communication, stalling app publishing timelines.

• Reviewer & Support Overhead: Reviewers and CSS Ecosystem Support expend valuable bandwidth fielding and triaging preventable submission bounces instead of higher-value partner inquiries.

 

Proposed Solution:

Mandatory Field UI: Render a visual required asterisk () for the *Support ticketing system field upon selecting Paid via Atlassian.

Form Validation: Enforce pre-submission validation that prevents submitting paid listings with an empty support URL.

Inline Guidance: Provide a helper tooltip with documentation and a direct link for claiming a free partner JSM instance to set up a compliant portal.