61 lines
4.7 KiB
Markdown
61 lines
4.7 KiB
Markdown
{% ifversion fpt %}
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1. At the top of the page, under "How can we help?", choose a topic or click **open a support ticket**.
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{% note %}
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**Note:** You will only see the link to open a support ticket if your account uses a paid {% data variables.product.prodname_dotcom %} product or you are a member of an organization that uses a paid product. If you don't see the link, you can speak to {% data variables.product.prodname_dotcom %} users and staff on the {% data variables.contact.community_support_forum %} for most issues, and you can still contact {% data variables.contact.github_support %} to report account, security, and abuse issues.
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{% endnote %}
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{%- endif %}
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{% ifversion ghec or ghes %}
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1. Select the **Select personal account, enterprise account or organization** dropdown menu and click the name of the account your support ticket is regarding.
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{% note %}
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**Notes:**
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- For Premium, Premium Plus, or Engineering Direct support, you need to choose an enterprise account with a {% data variables.contact.premium_support %} plan. If you don't see an Enterprises section in the dropdown menu, you're not entitled to open support tickets on behalf of an enterprise account. For more information, see "[AUTOTITLE](/support/learning-about-github-support/about-github-support#about-support-entitlement)"
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- To see a list of your enterprise accounts with a {% data variables.contact.premium_support %} plan, you must be signed into the {% data variables.contact.enterprise_portal %}. For more information, see "[AUTOTITLE](/support/contacting-github-support/getting-your-enterprise-started-with-the-github-support-portal)."
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{% endnote %}
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{% endif %}
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1. Select the **From** dropdown menu and click the email address you'd like {% data variables.contact.github_support %} to contact.
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{%- ifversion ghec or ghes %}
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1. Select the **Product** dropdown menu and click {% ifversion ghes %}**{% data variables.product.prodname_ghe_server %} (self-hosted)**{% else %}**{% data variables.product.prodname_ghe_cloud %}**{% endif %}.
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{%- endif %}
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{%- ifversion ghes %}
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1. 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**.
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{%- endif %}
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{%- ifversion ghes %}
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1. Select the **Release series** dropdown menu and click the release {% data variables.location.product_location_enterprise %} is running.
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{%- endif %}
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{%- ifversion ghes or ghec %}
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1. Select the **Type of Issue** dropdown menu and click the appropriate circumstance.
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{%- endif %}
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{%- ifversion ghes or ghec %}
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1. Optionally, if your account includes {% data variables.contact.premium_support %} and your ticket is about a system failure or a critical outage currently blocking business operations in production, you can request a callback in English. Select **Request a callback from {% data variables.contact.github_support %}**, select the country code dropdown menu to choose your country, and enter your phone number.
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{% note %}
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**Note:** You will only receive a callback if required for ticket resolution.
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{% endnote %}
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{%- endif %}
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1. Under "Subject", type a descriptive title for the issue you're having.
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1. 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.
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Helpful information may include:
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- Steps to reproduce the issue
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- 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)
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- Exact wording of error messages
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You can attach files up to 50MB.{% ifversion ghes %} For larger attachments, such as support bundles, see "[AUTOTITLE](/support/contacting-github-support/providing-data-to-github-support#creating-and-sharing-support-bundles)."{% endif %}
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{% warning %}
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**Warning:** When you upload an image or video to a pull request or issue comment, or upload a file to a ticket in the {% data variables.contact.landing_page_portal %}, anyone can view the anonymized URL without authentication, even if the pull request or issue is in a private repository{% ifversion ghes %}, or if private mode is enabled{% endif %}. To keep sensitive media files private, serve them from a private network or server that requires authentication. {% ifversion fpt or ghec %}For more information on anonymized URLs see "[AUTOTITLE](/authentication/keeping-your-account-and-data-secure/about-anonymized-urls)."{% endif %}
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{% endwarning %}
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{%- ifversion ghes %}
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1. Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
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{%- endif %}
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1. Click **Send request**.
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