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Get support for draw.io

Our support desk helps everyone who uses draw.io:

  • the draw.io apps for Confluence and Jira, on Cloud and Data Center
  • the draw.io web app at app.diagrams.net
  • draw.io Desktop
  • draw.io Diagram Editor for SharePoint and draw.io for Microsoft Teams

Raise a request in our service desk portal, or email [email protected] - both reach the same support team. You do not need an account or login to email us.

When you raise a request, please include:

  1. Which draw.io product you use, and its version - see the sections below.
  2. What you did, what you expected to happen, and what happened instead. Screenshots help.

draw.io for Confluence and Jira​

Seibert Media is the vendor of the draw.io apps for Atlassian Confluence and Jira. Please also include:

  • The draw.io app version and your Support Entitlement Number (SEN) - see how to find the app version and SEN.
  • Whether you use Confluence or Jira, on Cloud or Data Center.

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

draw.io Diagram Editor for SharePoint and draw.io for Microsoft Teams​

  • For draw.io Diagram Editor, include your browser and its version, and the app version shown on the Manage apps page in the SharePoint admin center. See how to get help with draw.io Diagram Editor.
  • For draw.io for Microsoft Teams, include the application version, shown as the last entry in the Help menu, for example v28.0.4.

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

Include the draw.io version, shown as the last entry in the Help menu, and your browser or operating system.

You can also ask the community and report bugs on GitHub - a free GitHub account is required to post.

draw.io add-ons for Google Docs, Sheets and Slides​

For draw.io for Documents, draw.io for Spreadsheets and draw.io for Presentations, email [email protected]. Say whether you use Google Docs, Google Sheets or Google Slides, and describe what you did, what you expected to happen, and what happened instead.

Many common problems are solved in Troubleshoot problems between draw.io and Google Drive or Google Workspace.

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].