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Update getting-started-with-the-support-portal.md

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Rachael Rose Renk
2023-03-10 17:51:30 -07:00
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content/support/contacting-github-support/getting-started-with-the-support-portal.md
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---
title: Getting started with the support portal
intro: Familiarize yourself with the tools for interacting with {% data variables.contact.github_support %}.
intro: Learn how to use the support portal to interact with {% data variables.contact.github_support %}.
shortTitle: Support portal
versions:
fpt: ''
fpt:
ghec: '*'
ghes: '*'
ghae: ''
ghae:
topics:
- Enterprise
- Support
@@ -14,10 +14,23 @@ topics:
## About the support portal
The GitHub Support portal offers a number of benefits:
You can use the {% data variable.product.prodname_dotcom %} support portal to view and manage support tickets, find markdown support, and manage the users in your enterprise account. The support portal offers SSO connected to your {% data variable.product.prodname_dotcom %} account.
* Single Sign-on connected to your GitHub.com account
* Markdown support
* Escalate or close your tickets
* Collaborate with colleagues on your shared tickets
* Manage who in your [enterprise account](/admin/overview/about-enterprise-accounts.md) can open priority tickets and collaborate on shared tickets
For the best experience using the support portal, we recommend that you do the following:
- Identify the {% data variable.product.prodname_dotcom %} user who is an owner of your enterprise account
- Configure a verified domain
- Add owners, billing managers, or suport-entitled members to your enterprise account
As an {% data variable.product.prodname_ghec %} or {% data variable.product.prodname_ghes %} customer, capabilities available to you in the support portal depend on your role in your enterprise account as well as the account you select when you submit a ticket. Please note that urgent priority and Premium Support SLAs apply only to tickets associated with your enterprise account. Tickets associated with an enterprise account can only be opened by owners, billing managers and support-entitled members.
As an owner, billing manager, or support-entitled member, 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. To comment on a ticket associated with your enterprise account that was opened by another user, one of two conditions must be met:
- An email address associated with your {% data variable.product.prodname_dotcom %} account is copied on the ticket
- Your enterprise has a verified domain and the person who opened the ticket selected their verified-domain email
{% note %}
**Note:** We strongly recommend setting up at least one verified domain to facilitate collaborating on tickets. For more information, see "[AUTOTITLE](/organizations/managing-organization-settings/verifying-or-approving-a-domain-for-your-organization)."
{% endnote %}