docs/data/reusables/support/submit-a-ticket.md

1. Select the Account or organization dropdown menu and click the name of the account your support ticket is regarding.
2. Select the From drop-down menu and click the email address you'd like {% data variables.contact.github_support %} to contact. {%- ifversion ghec or ghes %}
3. Select the Product dropdown menu and click {% ifversion ghes %}GitHub Enterprise Server (self-hosted){% else %}GitHub Enterprise Cloud{% endif %}. {% ifversion ghec %}{% else %}{% endif %} {%- endif %} {%- ifversion ghes %}
4. If prompted, select the Server installation dropdown menu and click the installation your support ticket is regarding. If the installation is not listed, click Other. {%- endif %} {%- ifversion ghes %}
5. Select the Release series dropdown menu and click the release {% data variables.product.product_location_enterprise %} is running. {%- endif %} {%- ifversion ghes or ghec %}
6. Select the Priority dropdown menu and click the appropriate urgency. For more information, see "About ticket priority." {%- 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 %}.
   • Choose {% data variables.product.support_ticket_priority_high %} to report issues impacting business operations, including {% ifversion fpt or ghec %}removing sensitive data (commits, issues, pull requests, uploaded attachments) from your own accounts and organization restorations{% else %}system performance issues{% endif %}, or to report critical bugs.
   • Choose {% data variables.product.support_ticket_priority_normal %} to {% ifversion fpt or ghec %}request account recovery or spam unflagging, report user login issues{% else %}make technical requests like configuration changes and third-party integrations{% endif %}, and to report non-critical bugs.
   • 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 %}
7. 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. {%- endif %}
8. Under "Subject", type a descriptive title for the issue you're having.
9. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. You can use markdown to format your message. Helpful information may include:
   • 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 {%- ifversion ghes %}
10. Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard. {%- endif %}
11. Click Send request.