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title, intro, shortTitle, versions, redirect_from, topics
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| Creating a support ticket | 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 %}. | Creating a ticket |
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{% ifversion fpt or ghec or ghes %}
About support tickets
{% data reusables.support.zendesk-old-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 %}
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 "Viewing and updating support tickets."
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 support portal{% endif %}
- Navigate to the {% data variables.contact.contact_support_portal %}. {% data reusables.support.submit-a-ticket %}
{% ifversion ghes %}
Creating a ticket using the GitHub Enterprise Server 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 %}
- 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.
- 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. 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 %}