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Rachael Rose Renk
2023-03-13 16:40:23 -06:00
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content/support/contacting-github-support/creating-a-support-ticket.md
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{% ifversion ghec or ghes %}
## Prerequisites
Before using the support portal for the first time, review the following.
1. "[AUTOTITLE](/support/contacting-github-support/getting-started-with-the-support-portal.md)"
To create a support ticket, you will need to make sure the support portal is configured for use. For more information, see "[AUTOTITLE](/support/contacting-github-support/getting-started-with-the-support-portal)."
{% endif%}
{% ifversion fpt or ghec or ghes %}

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content/support/contacting-github-support/viewing-and-updating-support-tickets.md
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@@ -65,15 +65,15 @@ You can only view archived tickets for an enterprise account.
You can collaborate with your colleagues on support tickets using the support portal. Owners, billing managers, and other enterprise members with support entitlements can view tickets associated with an enterprise account or an organization managed by an enterprise account. For more information, see "[AUTOTITLE](/enterprise-cloud@latest/admin/user-management/managing-users-in-your-enterprise/managing-support-entitlements-for-your-enterprise)."
In addition to viewing tickets, you can also add comments to support tickets if your email address that is associated with your GitHub.com account is copied on the ticket or if the person who opened the ticket used an email address with a domain that is verified for the enterprise account or organization managed by an enterprise account. For more information about verifying a domain, see "[AUTOTITLE](/enterprise-cloud@latest/admin/configuration/configuring-your-enterprise/verifying-or-approving-a-domain-for-your-enterprise)" and "[AUTOTITLE](/enterprise-cloud@latest/organizations/managing-organization-settings/verifying-or-approving-a-domain-for-your-organization)."
You can also comment on tickets opened by someone else and associated with your enterprise account. In order to comment on the ticket, the email address associated with your {% data variables.product.prodname_dotcom %} account is copied on the ticket, or if your enterprise has a verified domain and the ticket was opened with a verified-domain email address. For more information about verifying a domain, see "[AUTOTITLE](/admin/configuration/configuring-your-enterprise/verifying-or-approving-a-domain-for-your-enterprise)" and "[AUTOTITLE](/organizations/managing-organization-settings/verifying-or-approving-a-domain-for-your-organization)."
## Requesting a callback
If your account includes GitHub Premium Support and your ticket is urgent or high priority, you can request a callback in English. Select **Request a callback from GitHub Support**, select the country code dropdown menu to choose your country, and enter your phone number.
If your account includes {% data variables.product.prodname_dotcom %} premium support, you can request a callback for urgent or high priority tickets. From the ticket, click **Request a callback from GitHub Support**.
## Requesting an escalation
If your account includes GitHub Premium Support and a ticket was opened with a lower priority, but the situation has become urgent, you can click the **Request an escalation** link. Please refer to [AUTOTITLE](/enterprise-cloud@latest/support/learning-about-github-support/about-github-premium-support#assigning-a-priority-to-a-support-ticket) before requesting an escalation.
If your account includes {% data variables.product.prodname_dotcom %} preoium support, you can request to escalate a ticket if it was opened at a lower priority but the issue has become more urgent. From the ticket, click **Request an escalation**. Please refer to [AUTOTITLE](/enterprise-cloud@latest/support/learning-about-github-support/about-github-premium-support#assigning-a-priority-to-a-support-ticket) before requesting an escalation.
{% endif %}