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Update how customers select Priority when creating Support Tickets (#48896)

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Co-authored-by: mc <42146119+mchammer01@users.noreply.github.com>
Co-authored-by: Laura Coursen <lecoursen@github.com>
This commit is contained in:
Tim Burgan
2024-02-05 16:38:01 +10:00
committed by GitHub
parent 2feeb20f8d
commit a11c7de77d
2 changed files with 6 additions and 4 deletions
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6
content/support/learning-about-github-support/about-ticket-priority.md
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@@ -1,6 +1,6 @@
---
title: About ticket priority
intro: You can communicate the severity of your issue and how it is affecting you and your team by setting the priority of your support ticket.
intro: Support tickets are assigned a priority based on the circumstances of the issue and impact to you and your team.
shortTitle: Ticket priority
versions:
ghec: '*'
@@ -11,7 +11,7 @@ topics:
## About ticket priorities
When you contact {% data variables.contact.github_support %}, you can choose a priority for the ticket:
When you contact {% data variables.contact.github_support %}, {% data variables.product.company_short %} will choose a priority for the ticket:
- {% data variables.product.support_ticket_priority_low %}
- {% data variables.product.support_ticket_priority_normal %}
@@ -20,6 +20,8 @@ When you contact {% data variables.contact.github_support %}, you can choose a p
{% data reusables.support.zendesk-old-tickets %}
Ticket priority helps to ensure that support requests are handled in order, and according to their circumstances and impact.
{% data reusables.support.github-can-modify-ticket-priority %}
## Ticket priorities

4
data/reusables/support/submit-a-ticket.md
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@@ -27,7 +27,7 @@
1. Select the **Release series** dropdown menu and click the release {% data variables.location.product_location_enterprise %} is running.
{%- endif %}
{%- ifversion ghes or ghec %}
1. Select the **Priority** dropdown menu and click the appropriate urgency. For more information, see "[AUTOTITLE](/support/learning-about-github-support/about-ticket-priority)."
1. Select the **Type of Issue** dropdown menu and click the appropriate circumstance.
{%- endif %}
{%- ifversion ghes %}
- Choose **{% data variables.product.support_ticket_priority_urgent %}** to report {% ifversion fpt or ghec %}critical system failure{% else %}fatal system failures, outages impacting critical system operations, security incidents, and expired licenses{% endif %}.
@@ -36,7 +36,7 @@
- Choose **{% data variables.product.support_ticket_priority_low %}** to ask general questions and submit requests for new features, purchases, training, or health checks.
{%- endif %}
{%- ifversion ghes or ghec %}
1. Optionally, if your account includes {% data variables.contact.premium_support %} and your ticket is {% ifversion ghes %}urgent or high{% elsif ghec %}high{% endif %} 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.
1. Optionally, if your account includes {% data variables.contact.premium_support %} and your ticket issue aligns to our {% ifversion ghes %}urgent or high{% elsif ghec %}high{% endif %} 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.
{% note %}