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Jira Support Portal
Updated 9 Oct 2026

Jira Support Portal

Jira Portal: General Info

CTS
ETS

Each organization that contacts eXpress support has a separate request registry on the Jira portal.

Section What you can do and on what terms
Free eXpress Customer Support In this section, you can create requests and track tickets that have already been created. Customer support requests do not have an SLA. Time frames and solutions depend on the developers and may change. Support reports whether the task has been taken into a sprint, planned, or rejected.
Paid eXpress Technical Support Here, you can track requests under the maintenance agreement. Terms and SLA should be clarified with your eXpress account or product manager.
More details about the terms of support provided by eXpress — in this section.

Who Is the eXpress Support Portal For?

The portal is intended for corporate eXpress customers: support staff or administrators of
CTS
,
ETS
,
eCTS
. You can sign in to the portal only by invitation. Public or regular corporate users do not get access.

Using the Support Portal

Registration on the Portal

How Do I Access the Jira Portal?

To get access to the portal, message eXpress support in the app chat or contact your eXpress account or product manager. Provide your work email for registration.

Don’t have a chat and don’t know who your manager is? Provide your contact information to eXpress support, and we will pass it to your manager. The manager will contact you and add you to a chat or invite you to the Jira portal directly.

An invitation will be sent to the specified email from jira.info@express.ms. Follow the link in the email, register, and set a password.

I Don’t See the Invitation in My Email. What Should I Do?

If the invitation email does not arrive, check your spam folder and mail filtering rules or try using a different email address.

How to Login to the Support Portal?

Go to the customer support section or technical support section.

Forgot My Username or Password. What Should I Do?

Your username is the email address the invitation was sent to. If you forgot your password, recover it using the form: enter the same email in it. Or ask eXpress support to send you a new invitation.

Automatic Ticket Creation on the Portal from the eXpress Chat

Jira Monitoring Bot works in chats with eXpress support. It automatically creates requests on the Jira portal from chat messages. The bot also synchronizes comments in threads under requests with tickets on the Jira portal.

Working With Requests

All your organization’s requests (tickets) are available in the Requests > All Requests section. You can:

  • leave a comment (Comment on this request);
  • close the request (Resolve) if the issue is resolved;
  • cancel (Cancel) if the issue or task is no longer relevant. Before canceling, leave a comment and wait for a response from support.

To create a technical support request, select the request type and fill out the form.

Request Statuses

Status What it means
Waiting for Support A request is awaiting acceptance for work.
Waiting for Customer Additional information is needed. The latest comment specifies what information.
In Progress A request is in progress.
Escalated A request is forwarded to development.
Analyse Information is being analyzed.
Backlog A task added to the development queue.
In Development Development is in progress.
On Hold Paused (no response from the requester or at their request).
Release Waiting A fix or feature awaits release.
Resolved An issue or task is resolved.
Canceled An issue cannot be reproduced or the task will not be implemented.
Closed A request is closed (commenting is unavailable).

Request Priorities

Priority What it means
High/Highest A critical issue, blocks work, requires urgent resolution.
Medium An issue occurs frequently but does not block work (or has a temporary workaround).
Low/Lowest A minor task or rarely occurring issue.

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