docs/content/admin/enterprise-support/preparing-to-submit-a-ticket.md

title, intro, redirect_from, versions

title	intro	redirect_from	versions
Preparing to submit a ticket	You can expedite your issue with {% data variables.contact.enterprise_support %} by following these suggestions before you open a support ticket.	/enterprise/admin/enterprise-support/preparing-to-submit-a-ticket	enterprise-server github-ae * *

Before submitting a ticket, you should:

• Obtain information that can help {% data variables.contact.github_support %} track, prioritize, reproduce, or investigate the issue.
• 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 %}.
• Determine the best person to contact {% data variables.contact.github_support %}.

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.