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Get support for draw.io

draw.io is a project with implementations by a number of companies. The right support channel depends on the product you are using. You do not need an account or login to email us.

draw.io for Confluence and Jira​

Seibert Media is the vendor of the draw.io apps for Atlassian Confluence and Jira. Customers of these apps can raise tickets in our service desk portal, or email [email protected] - both reach the same support team.

The service desk portal is the helpdesk for draw.io for Confluence and Jira only. Please do not raise requests there for any other draw.io product.

When you raise a request, please include:

  1. The draw.io app version and your Support Entitlement Number (SEN) - see how to find the app version and SEN.
  2. Whether you use Confluence or Jira, on Cloud or Data Center.
  3. What you did, what you expected to happen, and what happened instead. Screenshots help.

Note: If your question is about Confluence or Jira itself, rather than the draw.io app, please contact Atlassian Support.

draw.io for SharePoint and Microsoft Teams​

Email [email protected]. Please include the application version, shown as the last entry in the Help menu, for example v28.0.4, and describe what you did, what you expected to happen, and what happened instead.

The draw.io web app and draw.io Desktop​

There is no support desk for the free draw.io web app at app.diagrams.net or for draw.io Desktop. Please ask questions and report bugs in the relevant GitHub project instead - a free GitHub account is required to post.

Support desk hours​

The support desk is monitored Monday to Friday, 09:00 to 18:00 UK time, excluding public holidays in England. We aim to respond to every request within one business day.

Self-service resources​

  • Documentation - manuals, tutorials and troubleshooting guides for all draw.io applications.

If you are not sure where to go, email [email protected].