docs/content/support/contacting-github-support/creating-a-support-ticket.md

---
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

{% 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 %}

{% 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

{% 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

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 {% data variables.contact.enterprise_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 {% data variables.enterprise.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.
1. To complete your ticket and display the {% data variables.contact.enterprise_portal %}, under "Open Support Request", click **New support request**.
{% 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

- "[AUTOTITLE](/support/learning-about-github-support/about-github-support)"