[2021-11-01] Deprecating Zendesk Portal for Enterprise customers (GA) (#22453)
* Update support pages, new screenshots * Udpate vars and release notes * Fix variable * update dotcom submit a ticket fields * Apply suggestions from code review Co-authored-by: Elijah Buck <buckelij@github.com> * Update content/admin/enterprise-support/receiving-help-from-github-support/reaching-github-support.md Co-authored-by: Elijah Buck <buckelij@github.com> * Fixes and updates from feedback * include ghec version in link * Apply suggestions from code review Co-authored-by: Felicity Chapman <felicitymay@github.com> * remove from 'submit via management console' Co-authored-by: Elijah Buck <buckelij@github.com> Co-authored-by: Felicity Chapman <felicitymay@github.com> Co-authored-by: jmarlena <6732600+jmarlena@users.noreply.github.com>
This commit is contained in:
Steve Guntrip
@@ -26,11 +26,11 @@ To see if there are currently any incidents affecting services on {% data variab
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## Contacting {% data variables.contact.github_support %}
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{% data reusables.support.zendesk-deprecation %}
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{% data reusables.support.zendesk-old-tickets %}
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You can use the {% data variables.contact.community_support_forum %} to browse topics, ask questions, share solutions, and interact directly with {% data variables.contact.community_support %}.
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To report account, security, and abuse issues, or to receive assisted support for a paid account, visit the {% data variables.contact.contact_support_portal %}. If you are an administrator for {% data variables.product.prodname_ghe_server %} without a user account on {% data variables.product.prodname_dotcom_the_website %}, visit the {% data variables.contact.contact_enterprise_portal %}. Email communication from GitHub Support will always be sent from either a `github.com` or `githubsupport.com` address.
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To report account, security, and abuse issues, or to receive assisted support for a paid account, visit the {% data variables.contact.contact_support_portal %}. Email communication from GitHub Support will always be sent from either a `github.com` or `githubsupport.com` address.
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## Granting {% data variables.contact.github_support %} temporary access to a private repository
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@@ -19,7 +19,7 @@ shortTitle: GitHub Enterprise Cloud
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{% endnote %}
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{% data reusables.support.zendesk-deprecation %}
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{% data reusables.support.zendesk-old-tickets %}
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You can submit priority questions if you have purchased {% data variables.product.prodname_ghe_cloud %} or if you're a member, outside collaborator, or billing manager of a {% data variables.product.prodname_dotcom %} organization currently subscribed to {% data variables.product.prodname_ghe_cloud %}.
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@@ -30,7 +30,7 @@ Questions that qualify for priority responses:
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- Include questions only about organizations currently using {% data variables.product.prodname_ghe_cloud %}
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To qualify for a priority response, you must:
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- Submit your question to [{% data variables.contact.enterprise_support %}](https://enterprise.githubsupport.com/hc/en-us/requests/new?github_product=cloud) from a verified email address that's associated with an organization currently using {% data variables.product.prodname_ghe_cloud %}
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- Submit your question to [{% data variables.contact.enterprise_support %}](https://support.github.com/contact?tags=docs-generic) from a verified email address that's associated with an organization currently using {% data variables.product.prodname_ghe_cloud %}
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- Submit a new support ticket for each individual priority situation
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- Submit your question from Monday-Friday in your local time zone
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- Understand that the response to a priority question will be received via email
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@@ -18,11 +18,13 @@ If you do not have an enterprise account, please use the {% data variables.conta
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## Submitting a ticket using the {% data variables.contact.support_portal %}
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{% data reusables.support.zendesk-old-tickets %}
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1. Navigate to the {% data variables.contact.contact_support_portal %}.
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2. Under "Name," type your name.
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3. Use the Email drop-down menu, and select the email address you'd like {% data variables.contact.github_support %} to contact.
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2. Select the **Account or organization** drop-down menu and click the name of the account, organization, or enterprise your ticket is regarding.
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2. Select the **From** drop-down menu and click the email address you'd like {% data variables.contact.github_support %} to contact.
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4. Under "Subject", type a descriptive title for the issue you're having.
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5. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. Helpful information may include:
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@@ -34,16 +36,6 @@ If you do not have an enterprise account, please use the {% data variables.conta
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7. Click **Send request**.
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## Submitting a ticket using the {% data variables.contact.enterprise_portal %}
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{% data reusables.support.zendesk-deprecation %}
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1. Navigate to the {% data variables.contact.contact_enterprise_portal %}.
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5. Click **Submit a Ticket**
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{% data reusables.enterprise_enterprise_support.submit-support-ticket-first-section %}
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{% data reusables.enterprise_enterprise_support.submit-support-ticket-second-section %}
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## Further reading
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- "[{% data variables.product.prodname_dotcom %}'s products](/github/getting-started-with-github/githubs-products)"
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- "[About {% data variables.contact.github_support %}](/articles/about-github-support)"
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