diff --git a/content/admin/user-management/managing-users-in-your-enterprise/managing-support-entitlements-for-your-enterprise.md b/content/admin/user-management/managing-users-in-your-enterprise/managing-support-entitlements-for-your-enterprise.md index 7e6b0df9b0..c0c6cc80ee 100644 --- a/content/admin/user-management/managing-users-in-your-enterprise/managing-support-entitlements-for-your-enterprise.md +++ b/content/admin/user-management/managing-users-in-your-enterprise/managing-support-entitlements-for-your-enterprise.md @@ -19,9 +19,11 @@ Enterprise owners and billing managers automatically have a support entitlement. ## Adding a support entitlement to an enterprise member +To add a support entitlement to a user, the user must already be a member of an organization that is owned by your enterprise. + {% note %} -**Note**: After you add a support entitlement, the enterprise member may need to sign out and sign in again to manage tickets. +**Note**: After you add a support entitlement, the enterprise member may need to sign out from {% data variables.contact.contact_landing_page_portal %}, then sign in again, before they can manage tickets. {% endnote %} @@ -33,14 +35,15 @@ Enterprise owners and billing managers automatically have a support entitlement. ## Removing a support entitlement from an enterprise member -You can remove a support entitlement from an enterprise member. You cannot remove a support entitlement from enterprise owners or billing managers. +When a user is removed from the enterprise, their support entitlement will be automatically removed. + +If a user remains an enterprise member, you can manually remove their support entitlement. You cannot remove a support entitlement from enterprise owners or billing managers. {% data reusables.enterprise-accounts.access-enterprise %} {% data reusables.enterprise-accounts.settings-tab %} 3. In the sidebar under "Settings", click **Support**. 4. Under "Support members", to the right of the person you want to remove a support entitlement from, click {% octicon "trash" aria-label="remove support entitlement" %}. - ## Further reading - "[AUTOTITLE](/support)" diff --git a/content/support/contacting-github-support/creating-a-support-ticket.md b/content/support/contacting-github-support/creating-a-support-ticket.md index 32541207a4..e016e43761 100644 --- a/content/support/contacting-github-support/creating-a-support-ticket.md +++ b/content/support/contacting-github-support/creating-a-support-ticket.md @@ -28,8 +28,6 @@ topics: ## About support tickets -{% data reusables.support.zendesk-old-tickets %} - {% ifversion fpt %} {% data reusables.support.free-and-paid-support %} {% endif %} @@ -42,12 +40,14 @@ topics: You can create your ticket using the {% data variables.contact.support_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](/support/contacting-github-support/viewing-and-updating-support-tickets)." {% ifversion ghec or ghes %} ## Prerequisites -To create a support ticket, you must configure the {% data variables.contact.enterprise_portal %} for use. For more information, see "[Getting started with the {% data variables.contact.enterprise_portal %}](/support/contacting-github-support/getting-started-with-the-github-support-portal)." +{% 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 %}](/support/contacting-github-support/getting-started-with-the-github-support-portal)." {% endif%} ## What to include in your support ticket diff --git a/content/support/contacting-github-support/getting-started-with-the-github-support-portal.md b/content/support/contacting-github-support/getting-started-with-the-github-support-portal.md deleted file mode 100644 index bc235d41f9..0000000000 --- a/content/support/contacting-github-support/getting-started-with-the-github-support-portal.md +++ /dev/null @@ -1,29 +0,0 @@ ---- -title: Getting started with the GitHub Support portal -intro: 'Learn about using the {% data variables.contact.enterprise_portal %} to interact with {% data variables.contact.github_support %}.' -shortTitle: Getting started -versions: - ghec: '*' - ghes: '*' -topics: - - Enterprise - - Support ---- - -## About the {% data variables.contact.enterprise_portal %} - -{% data reusables.support.support-portal-notes %} - -You can use the {% data variables.contact.contact_landing_page_portal %} to view and manage support tickets, find markdown support, and manage the users in your enterprise account. The {% data variables.contact.enterprise_portal %} offers SSO connected to your {% data variables.product.prodname_dotcom %} account. - -For the best experience using the {% data variables.contact.enterprise_portal %}, complete the following actions. - -- Identify the {% data variables.product.prodname_dotcom %} user who is an owner of your enterprise account. -- Configure a verified domain. For more information, see "[AUTOTITLE](/github/setting-up-and-managing-organizations-and-teams/verifying-your-organizations-domain)". -- Add owners, billing managers, or support-entitled members to your enterprise account. {% ifversion ghes %}For more information, see "[Adding people to your organization](/organizations/managing-membership-in-your-organization/adding-people-to-your-organization)"{% else %}For more information, see "[AUTOTITLE](/admin/user-management/managing-users-in-your-enterprise/managing-support-entitlements-for-your-enterprise)"{% endif %}. - -As an {% data variables.product.prodname_ghe_cloud %} or {% data variables.product.prodname_ghe_server %} customer, capabilities available to you in the {% data variables.contact.enterprise_portal %} depend on your role in your enterprise account as well as the account you select when you submit a ticket. - -As an owner, billing manager, or member with support entitlements, you can view all tickets associated with your enterprise account or organizations managed by your enterprise account. Under certain conditions, you can also comment on tickets opened by other users and associated to your enterprise account. For more information, see "[AUTOTITLE](/support/contacting-github-support/viewing-and-updating-support-tickets)". - -{% data reusables.support.enterprise-comment-on-support-tickets %} diff --git a/content/support/contacting-github-support/getting-your-enterprise-started-with-the-github-support-portal.md b/content/support/contacting-github-support/getting-your-enterprise-started-with-the-github-support-portal.md new file mode 100644 index 0000000000..987df099ea --- /dev/null +++ b/content/support/contacting-github-support/getting-your-enterprise-started-with-the-github-support-portal.md @@ -0,0 +1,45 @@ +--- +title: Getting your enterprise started with the GitHub Support portal +intro: 'Learn how to start using the {% data variables.contact.enterprise_portal %} for issues related to your enterprise.' +shortTitle: Get started for enterprises +versions: + ghec: '*' + ghes: '*' +topics: + - Enterprise + - Support +redirect_from: + - /support/contacting-github-support/getting-started-with-the-github-support-portal +--- + +## About the {% data variables.contact.enterprise_portal %} for enterprises + +{% ifversion ghec %} + +Anyone can use the {% data variables.contact.contact_landing_page_portal %} to view and manage support tickets about {% data variables.product.prodname_dotcom %}, but there are special steps to follow before using the {% data variables.contact.contact_landing_page_portal %} to create tickets about an enterprise account. + +The {% data variables.contact.enterprise_portal %} offers single sign-on (SSO) connected to your {% data variables.product.prodname_dotcom_the_website %} account. + +{% else %} + +You can use the {% data variables.contact.contact_landing_page_portal %} to create and manage support tickets about {% data variables.location.product_location %}. + +To benefit from Premium Support SLAs and ticket collaboration features, you must associate your ticket with {% data variables.location.product_location %} in one of two ways. + +1. If your institution has an enterprise account on {% data variables.product.prodname_dotcom_the_website %}, you have a user account on {% data variables.product.prodname_dotcom_the_website %}, and that user account has been granted support entitlements for the enterprise account, you can select the enterprise account when creating a ticket. For more information about enterprise accounts, see "[About enterprise accounts](/admin/overview/about-enterprise-accounts)." + + - The majority of {% data variables.product.prodname_ghe_server %} customers already have an enterprise account on {% data variables.product.prodname_dotcom_the_website %}. If you're not sure whether you do, first check with your team. + - If your team confirms that you do not have an enterprise account on {% data variables.product.prodname_dotcom_the_website %}, you can [submit a request](https://support.github.com/contact?comments=%3E+Please+provide+the+following+information+and+someone+will+be+in+touch+to+help+you+setup+your+enterprise+account.%0A%0A%23%23%23%23+Company+name+%28required%29%0A%0A%23%23%23%23+Email+address+or+GitHub+login+of+the+person+who+should+be+the+initial+owner+of+the+enterprise+account+%28required%29%0A%0A%23%23%23%23+Is+there+anything+else+we+should+know+to+help+us+identify+your+account%3F+%28optional%29%0A%3E+Attaching+a+GitHub+Enterprise+Server+diagnostics+file+here+can+help+us+identify+your+account+by+license+reference+number%0A%0A&subject=Enterprise+Account+Request&tags=new-ea) for a new one. + - Then, for the best experience, follow the steps below before using the {% data variables.contact.contact_landing_page_portal %} to create tickets about the enterprise account. + +2. If you're sure you do not have an enterprise account on {% data variables.product.prodname_dotcom_the_website %}, you have not been configured as a support-entitled member by an enterprise owner, or you cannot sign in with to your {% data variables.product.prodname_dotcom_the_website %} account, you can provide a copy of your license key or diagnostics file by using the [Get help with {% data variables.product.prodname_ghe_server %}](https://support.github.com/contact/enterprise-by-license) form. + +{% endif %} + +## Getting started with the {% data variables.contact.enterprise_portal %} + +Before you start creating tickets associated with your enterprise account on {% data variables.product.prodname_dotcom_the_website %}, we recommend completing the following steps. + +1. Identify the user on {% data variables.product.prodname_dotcom_the_website %} who is an owner of your enterprise account. +1. Configure a verified domain. For more information, see "[AUTOTITLE](/admin/configuration/configuring-your-enterprise/verifying-or-approving-a-domain-for-your-enterprise)." +1. Add owners, billing managers, or support-entitled members to your enterprise account. For more information, see "[AUTOTITLE](/enterprise-cloud@latest/admin/user-management/managing-users-in-your-enterprise/inviting-people-to-manage-your-enterprise)" and "[AUTOTITLE](/enterprise-cloud@latest/admin/user-management/managing-users-in-your-enterprise/managing-support-entitlements-for-your-enterprise)." diff --git a/content/support/contacting-github-support/index.md b/content/support/contacting-github-support/index.md index 3a06250958..e8a23c5043 100644 --- a/content/support/contacting-github-support/index.md +++ b/content/support/contacting-github-support/index.md @@ -12,9 +12,8 @@ redirect_from: - /enterprise/admin/enterprise-support/receiving-help-from-github-support - /admin/enterprise-support/receiving-help-from-github-support children: - - getting-started-with-the-github-support-portal + - getting-your-enterprise-started-with-the-github-support-portal - creating-a-support-ticket - viewing-and-updating-support-tickets - providing-data-to-github-support --- - diff --git a/content/support/contacting-github-support/viewing-and-updating-support-tickets.md b/content/support/contacting-github-support/viewing-and-updating-support-tickets.md index d3a716d519..6ce741925c 100644 --- a/content/support/contacting-github-support/viewing-and-updating-support-tickets.md +++ b/content/support/contacting-github-support/viewing-and-updating-support-tickets.md @@ -1,7 +1,7 @@ --- title: Viewing and updating support tickets intro: 'You can view your support tickets{% ifversion ghes or ghec %}, collaborate with colleagues on tickets,{% endif %} and respond to {% data variables.contact.github_support %} using the {% data variables.contact.support_portal %}.' -shortTitle: Managing your tickets +shortTitle: View and update tickets versions: fpt: '*' ghec: '*' @@ -69,7 +69,7 @@ If your account includes {% data variables.contact.premium_support %}, you can r ## Requesting an escalation -If your account includes {% data variables.contact.premium_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**. For more information about requesting an escalation, see "[AUTOTITLE](/enterprise-cloud@latest/support/learning-about-github-support/about-github-premium-support#assigning-a-priority-to-a-support-ticket)". +If your account includes {% data variables.contact.premium_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**. For more information about requesting an escalation, see "[AUTOTITLE](/support/learning-about-github-support/about-github-premium-support#assigning-a-priority-to-a-support-ticket)". {% endif %} diff --git a/content/support/learning-about-github-support/about-github-premium-support.md b/content/support/learning-about-github-support/about-github-premium-support.md index 9db7f38016..406dae5ef3 100644 --- a/content/support/learning-about-github-support/about-github-premium-support.md +++ b/content/support/learning-about-github-support/about-github-premium-support.md @@ -153,4 +153,4 @@ The following information **must be included** in your credit request: ## Accessing premium content -You can access premium content by signing in to the {% data variables.contact.contact_landing_page_portal %}. +You can access premium content by signing into the {% data variables.contact.contact_landing_page_portal %}, then clicking **Premium**. diff --git a/data/reusables/enterprise-accounts/support-entitlements.md b/data/reusables/enterprise-accounts/support-entitlements.md index e5df0d09d9..02d0bc329e 100644 --- a/data/reusables/enterprise-accounts/support-entitlements.md +++ b/data/reusables/enterprise-accounts/support-entitlements.md @@ -1 +1,10 @@ -To open, view, and comment on support tickets associated with an enterprise account or organization owned by an enterprise account, you must have support entitlements for the account. Enterprise owners and billing managers automatically have a support entitlement, and enterprise owners can add support entitlements to enterprise members. For more information, see "[AUTOTITLE](/enterprise-cloud@latest/admin/user-management/managing-users-in-your-enterprise/managing-support-entitlements-for-your-enterprise)." +{% ifversion ghec %} + +To open, view, and comment on support tickets associated with an enterprise account, you must have support entitlements for the enterprise. Enterprise owners and billing managers automatically have a support entitlement, and enterprise owners can add support entitlements to enterprise members. For more information, see "[AUTOTITLE](/enterprise-cloud@latest/admin/user-management/managing-users-in-your-enterprise/managing-support-entitlements-for-your-enterprise)." + +{% note %} + +**Note:** Any organization member can create tickets associated with an individual organization that is owned by an enterprise account. Support entitlements are only required to create tickets associated with the enterprise account itself. + +{% endnote %} +{% endif %} \ No newline at end of file diff --git a/data/reusables/support/submit-a-ticket.md b/data/reusables/support/submit-a-ticket.md index 38345e5275..2f8537223f 100644 --- a/data/reusables/support/submit-a-ticket.md +++ b/data/reusables/support/submit-a-ticket.md @@ -35,6 +35,9 @@ - Steps to reproduce the issue - Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency) - Exact wording of error messages + + You can attach files up to 50MB.{% ifversion ghes %} For larger attachments, such as support bundles, see "[AUTOTITLE](/support/contacting-github-support/providing-data-to-github-support#creating-and-sharing-support-bundles)."{% endif %} + {% warning %} **Warning:** When you upload an image or video to a pull request or issue comment, or upload a file to a ticket in the {% data variables.contact.support_portal %}, anyone can view the anonymized URL without authentication, even if the pull request or issue is in a private repository{% ifversion ghes %}, or if private mode is enabled{% endif %}. To keep sensitive media files private, serve them from a private network or server that requires authentication. {% ifversion fpt or ghec %}For more information on anonymized URLs see "[AUTOTITLE](/authentication/keeping-your-account-and-data-secure/about-anonymized-urls)."{% endif %} diff --git a/data/reusables/support/zendesk-old-tickets.md b/data/reusables/support/zendesk-old-tickets.md index c475c75238..dc9c33dbce 100644 --- a/data/reusables/support/zendesk-old-tickets.md +++ b/data/reusables/support/zendesk-old-tickets.md @@ -1,7 +1,7 @@ {% ifversion ghes %} {% note %} -If you have previously contacted {% data variables.contact.enterprise_support %} through the GitHub Enterprise Support portal, which is now deprecated, you should use the {% data variables.contact.contact_support_portal %} to open new tickets. You can still view your past tickets at [https://enterprise.githubsupport.com](https://enterprise.githubsupport.com). +**Note**: If you have previously contacted {% data variables.contact.enterprise_support %} through the GitHub Enterprise Support portal, which is now deprecated, you should use the {% data variables.contact.contact_support_portal %} to open new tickets. You can still view your past tickets at [https://enterprise.githubsupport.com](https://enterprise.githubsupport.com). {% endnote %} {% endif %}