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* Update support pages, new screenshots * Udpate vars and release notes * Fix variable * update dotcom submit a ticket fields * Apply suggestions from code review Co-authored-by: Elijah Buck <buckelij@github.com> * Update content/admin/enterprise-support/receiving-help-from-github-support/reaching-github-support.md Co-authored-by: Elijah Buck <buckelij@github.com> * Fixes and updates from feedback * include ghec version in link * Apply suggestions from code review Co-authored-by: Felicity Chapman <felicitymay@github.com> * remove from 'submit via management console' Co-authored-by: Elijah Buck <buckelij@github.com> Co-authored-by: Felicity Chapman <felicitymay@github.com> Co-authored-by: jmarlena <6732600+jmarlena@users.noreply.github.com>
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title, intro, redirect_from, versions, type, topics
| title | intro | redirect_from | versions | type | topics | ||||||||
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| Submitting a ticket | You can submit a support ticket using {% ifversion ghes %}{% data variables.product.prodname_ghe_server %} {% data variables.enterprise.management_console %} or the support portal{% elsif ghae %}{% data variables.contact.ae_azure_portal %}{% endif %}. |
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how_to |
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About submitting a ticket
{% ifversion ghae %}
You can submit a ticket for support with {% data variables.product.prodname_ghe_managed %} from the {% data variables.contact.ae_azure_portal %}.
{% endif %}
Before submitting a ticket, you should gather helpful information for {% data variables.contact.github_support %} and choose a contact person. For more information, see "Preparing to submit a ticket."
{% ifversion ghes %} After submitting your support request and optional diagnostic information, {% data variables.contact.github_support %} may ask you to download and share a support bundle with us. For more information, see "Providing data to {% data variables.contact.github_support %}."
Submitting a ticket using the {% data variables.contact.enterprise_portal %}
{% data reusables.support.zendesk-old-tickets %}
To submit a ticket about {% data variables.product.product_location_enterprise %}, you must be an owner, billing manager, or member with support entitlement. For more information, see "Managing support entitlements for your enterprise."
If you cannot sign in to your account on {% data variables.product.prodname_dotcom_the_website %} or do not have support entitlement, you can still submit a ticket by providing your license or a diagnostics file from your server.
- Navigate to the {% data variables.contact.contact_support_portal %}. {% data reusables.support.submit-a-ticket %}
Submitting a ticket using the {% data variables.product.product_name %} {% 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 %}
5. 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.
6. 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 %}
{% ifversion ghae %}
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. For more information, see Create an 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.
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If you cannot sign into the Azure portal, see Troubleshoot Azure subscription sign-in issues in the Microsoft Docs or submit a request directly.
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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".
{% endif %}