4.6 KiB
4.6 KiB
- Select the Account or organization dropdown menu and click the name of the account your support ticket is regarding.
- 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 %} - 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 %} - 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 %} - Select the Release series dropdown menu and click the release {% data variables.product.product_location_enterprise %} is running.
{%- endif %}
{%- ifversion ghes or ghec %} - 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 %}
- 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 %} - Under "Subject", type a descriptive title for the issue you're having.
- 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 {% indented_data_reference reusables.repositories.anyone-can-view-anonymized-url spaces=3 %}
{%- ifversion ghes %}
- Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard. {%- endif %}
- Click Send request.
