--- title: Creating a support ticket intro: 'You can use the {% ifversion ghae %}{% data variables.contact.ae_azure_portal %}{% else %}{% data variables.contact.support_portal %}{% endif %} to create a support ticket and speak to {% data variables.contact.github_support %}.' shortTitle: Creating a ticket versions: fpt: '*' ghec: '*' ghes: '*' ghae: '*' redirect_from: - /enterprise/admin/enterprise-support/preparing-to-submit-a-ticket - /admin/enterprise-support/preparing-to-submit-a-ticket - /admin/enterprise-support/receiving-help-from-github-support/preparing-to-submit-a-ticket - /enterprise/admin/guides/enterprise-support/reaching-github-enterprise-support - /enterprise/admin/enterprise-support/reaching-github-support - /admin/enterprise-support/reaching-github-support - /admin/enterprise-support/receiving-help-from-github-support/reaching-github-support - /enterprise/admin/enterprise-support/submitting-a-ticket - /admin/enterprise-support/submitting-a-ticket - /admin/enterprise-support/receiving-help-from-github-support/submitting-a-ticket - /articles/submitting-a-ticket - /github/working-with-github-support/submitting-a-ticket topics: - Support --- {% ifversion fpt or ghec or ghes %} ## About support tickets {% data reusables.support.zendesk-old-tickets %} {% ifversion fpt %} {% data reusables.support.free-and-paid-support %} {% endif %} {% ifversion ghes or ghec %} {% data reusables.enterprise-accounts.support-entitlements %} {% endif %} {% ifversion ghes %} 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 %} 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 "[Viewing and updating support tickets](/support/contacting-github-support/viewing-and-updating-support-tickets)." ## What to include in your support ticket Providing {% data variables.contact.github_support %} with everything they need to understand, locate, and reproduce an issue will allow for a faster resolution and less back-and-forth between yourself and the support team. To ensure {% data variables.contact.github_support %} can assist you, consider the following points when you write your ticket: - Obtain information that can help {% data variables.contact.github_support %} track, prioritize, reproduce, or investigate the issue. - Include full URLs, repository names, and usernames wherever possible. - Reproduce the issue if applicable and be prepared to share the steps. - Be prepared to provide a full description of the issue and expected results. - Copy exact wording of all error messages related to your issue. - Determine if there is an existing ticket number in any ongoing communications with {% data variables.contact.github_support %}. - Include relevant logs and attach any screenshots that demonstrate the issue. {% ifversion ghes %} ## Choosing a contact person Especially for tickets with {% data variables.product.support_ticket_priority_urgent %} priority, the person contacting {% data variables.contact.github_support %} should: - Be knowledgeable in your internal systems, tools, policies, and practices. - Be a proficient user of {% data variables.product.product_name %}. - Have full access and permissions to any services that are required to troubleshoot the issue. - Be authorized to make the recommended changes to your network and any applicable products. {% endif %} ## Creating a support ticket{% ifversion ghes %} using the support portal{% endif %} 1. Navigate to the {% data variables.contact.contact_support_portal %}. {% data reusables.support.submit-a-ticket %} {% ifversion ghes %} ## Creating a ticket using the GitHub Enterprise Server Management Console {% data reusables.enterprise_site_admin_settings.access-settings %} {% data reusables.enterprise_site_admin_settings.management-console %} {% data reusables.enterprise_management_console.type-management-console-password %} {% data reusables.enterprise_management_console.support-link %} 1. If you'd like to include diagnostics with your support ticket, Under "Diagnostics", click **Download diagnostic info** and save the file locally. You'll attach this file to your support ticket later. ![Screenshot of button labelled "Download diagnostics info" on Management Console Support page.](/assets/images/enterprise/support/download-diagnostics-info-button.png) 1. To complete your ticket and display the {% data variables.contact.enterprise_portal %}, under "Open Support Request", click **New support request**. ![Screenshot of button labelled "New support request" on Management Console Support page.](/assets/images/enterprise/management-console/open-support-request.png) {% data reusables.support.submit-a-ticket %} {% endif %} {% elsif ghae %} You can submit a ticket for support with {% data variables.product.prodname_ghe_managed %} from the {% data variables.contact.ae_azure_portal %}. ## Prerequisites To submit a ticket for {% data variables.product.prodname_ghe_managed %} in the {% data variables.contact.ae_azure_portal %}, you must provide the ID for your {% data variables.product.prodname_ghe_managed %} subscription in Azure to your Customer Success Account Manager (CSAM) at Microsoft. ## Submitting a ticket using the {% data variables.contact.ae_azure_portal %} Commercial customers can submit a support request in the {% data variables.contact.contact_ae_portal %}. Government customers should use the [Azure portal for government customers](https://portal.azure.us/#blade/Microsoft_Azure_Support/HelpAndSupportBlade). For more information, see [Create an Azure support request](https://docs.microsoft.com/azure/azure-portal/supportability/how-to-create-azure-support-request) in the Microsoft Docs. ## Troubleshooting problems in the {% data variables.contact.ae_azure_portal %} {% data variables.product.company_short %} is unable to troubleshoot access and subscription issues in the Azure portal. For help with the Azure portal, contact your CSAM at Microsoft or review the following information. - If you cannot sign into the Azure portal, see [Troubleshoot Azure subscription sign-in issues](https://docs.microsoft.com/en-US/azure/cost-management-billing/manage/troubleshoot-sign-in-issue) in the Microsoft Docs or [submit a request directly](https://support.microsoft.com/en-us/supportrequestform/84faec50-2cbc-9b8a-6dc1-9dc40bf69178). - If you can sign into the Azure portal but you cannot submit a ticket for {% data variables.product.prodname_ghe_managed %}, review the prerequisites for submitting a ticket. For more information, see "[Prerequisites](#prerequisites)". {% endif %} ## Further reading - "[About GitHub Support](/support/learning-about-github-support/about-github-support)"