Altimeter Apps
Support
FlowDeck support is handled by email, by the people who build it.
Before you write
- A number looks wrong? Most cross-tool differences are definitional, not defects — how FlowDeck computes its numbers lists the exact definitions and the known ways other tools differ (business calendars, resolution-based reports, percentile methods). If your numbers disagree with a native Jira report, that page's diagnostic JQL is the quickest first check.
- Gadget showing a message? FlowDeck's states are self-describing — "First-time setup" means history is still being fetched (larger projects take longer; refresh the dashboard to check progress), and "Can't find that project" means the key is wrong or the app has no access to that project.
What to include in a report
These few details usually let us diagnose without a follow-up round:
- Which gadget — Time in status or Aging work in progress — and its configuration (project key, range/comparison window, view).
- What you expected and what you saw instead. A screenshot of the whole gadget is ideal — the footer lines on it are diagnostic.
- The "Data as of" line and any message the gadget shows, quoted exactly — including any "not included" footer text, even if it looks cryptic.
- Roughly when it happened (date, time, timezone). App-side diagnostic logs are retained for 30 days, so recent reports are the most traceable.
Never include work item contents, credentials or anything sensitive — the details above are all we need.
What we can see, and can't
FlowDeck runs entirely inside Atlassian's cloud and sends no data to us — we cannot look at your Jira site or your numbers. What we can check is the app's own diagnostic logs (project keys, gadget states, counts, timings — never work item content; see the privacy policy), which is why the details above matter.