| title | intro | shortTitle | versions | redirect_from | topics | |||||||||||||||||||
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Creating a support ticket |
You can use the {% data variables.contact.landing_page_portal %} to create a support ticket and speak to {% data variables.contact.github_support %}. |
Creating a ticket |
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{% ifversion fpt %} {% data reusables.support.free-and-paid-support %}
To share feedback with {% data variables.product.company_short %}, you can use the {% data variables.contact.community_feedback_discussions %}. For more information, see "AUTOTITLE." {% endif %}
{% ifversion ghes or ghec %} {% data reusables.enterprise-accounts.support-entitlements %} {% endif %}
{% ifversion ghes %} You can create your ticket using the {% data variables.contact.landing_page_portal %} or, if you would like to include diagnostics with your support ticket, you can use the GitHub Enterprise Server Management Console. {% endif %}
{% data reusables.support.zendesk-old-tickets %}
After you create your ticket, you can view your ticket and the responses from {% data variables.contact.github_support %} on the {% data variables.contact.contact_landing_page_portal %}. For more information, see "AUTOTITLE."
{% ifversion ghec or ghes %}
{% ifversion ghec %}If you use an enterprise account, there{% else %}There{% endif %} are some steps you should follow before you start using the {% data variables.contact.enterprise_portal %}. For more information, see "Getting started with the {% data variables.contact.enterprise_portal %}." {% endif %}
{% data variables.contact.github_support %} does not have access to any private or internal {% data variables.product.company_short %} resources. Providing {% data variables.contact.github_support %} with everything they need to understand, locate, and reproduce an issue will allow for a faster resolution and less back-and-forth between yourself and the support team. To ensure {% data variables.contact.github_support %} can assist you, consider the following points when you write your ticket:
- Obtain information that can help {% data variables.contact.github_support %} track, prioritize, reproduce, or investigate the issue.
- Include full URLs, repository names, and usernames wherever possible.
- Reproduce the issue if applicable and be prepared to share the steps.
- Be prepared to provide a full description of the issue and expected results.
- Copy exact wording of all error messages related to your issue.
- Determine if there is an existing ticket number in any ongoing communications with {% data variables.contact.github_support %}.
- Include relevant logs and attach any screenshots that demonstrate the issue.
{% ifversion ghes %}
Especially for tickets with {% data variables.product.support_ticket_priority_urgent %} priority, the person contacting {% data variables.contact.github_support %} should:
- Be knowledgeable in your internal systems, tools, policies, and practices.
- Be a proficient user of {% data variables.product.product_name %}.
- Have full access and permissions to any services that are required to troubleshoot the issue.
- Be authorized to make the recommended changes to your network and any applicable products.
{% endif %}
Creating a support ticket{% ifversion ghes %} using the {% data variables.contact.enterprise_portal %}{% endif %}
Note
Before you submit a ticket, you have the option of using {% data variables.product.prodname_copilot_in_support %} to receive an immediate response to your question. If {% data variables.product.prodname_copilot_in_support %} is unable to resolve your issue, you can continue submitting your ticket. For more information, see "AUTOTITLE."
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Navigate to the {% data variables.contact.contact_landing_page_portal %} and choose one of the following options:
- To sign in with your {% data variables.product.prodname_dotcom %} account, click Sign in with {% data variables.product.prodname_dotcom %}.
- To sign up for {% data variables.product.prodname_dotcom %}, click Sign up for {% data variables.product.prodname_dotcom %}.
- If you can't sign in or sign up, click Can't sign in? and fill out the form. You will be guided through an email verification process.{% ifversion ghec or ghes %} You will need to upload your {% data variables.product.prodname_enterprise %} license. For more information, see "AUTOTITLE."{% endif %}
{% data reusables.support.submit-a-ticket %}
{% ifversion ghes %}
{% data reusables.enterprise_site_admin_settings.access-settings %} {% data reusables.enterprise_site_admin_settings.management-console %} {% data reusables.enterprise_management_console.type-management-console-password %} {% data reusables.enterprise_management_console.support-link %}
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Choose one of the following options:
- To sign in with your {% data variables.product.prodname_dotcom %} account, click Sign in with {% data variables.product.prodname_dotcom %}.
- To sign up for {% data variables.product.prodname_dotcom %}, click Sign up for {% data variables.product.prodname_dotcom %}.
- If you can't sign in or sign up, click Can't sign in? and fill out the form. You will be guided through an email verification process. You will need to upload your {% data variables.product.prodname_enterprise %} license. For more information, see "AUTOTITLE."
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If you'd like to include diagnostics with your support ticket, Under "Diagnostics", click Download diagnostic info and save the file locally. You'll attach this file to your support ticket later.
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To complete your ticket and display the {% data variables.contact.enterprise_portal %}, under "Open Support Request", click New support request. {% data reusables.support.submit-a-ticket %}
{% endif %}