docs/data/reusables/support/submit-a-ticket.md

1. Select the Account or organization drop-down menu and click the name of your enterprise.
2. Select the From drop-down menu and click the email address you'd like {% data variables.contact.github_support %} to contact.
3. Select the Product drop-down menu and click GitHub Enterprise Server (self-hosted).
4. Select the Release series drop-down menu and click the release {% data variables.product.product_location_enterprise %} is running.
5. Select the Priority drop-down menu and click the appropriate urgency. For more information, see "Assigning a priority to a support ticket."
   • 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. {%- ifversion ghes or ghec %}
6. 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. Select Request a callback from GitHub Support, select the country code drop-down menu to choose your country, and enter your phone number. {%- endif %}
7. Under "Subject", type a descriptive title for the issue you're having.
8. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. 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
9. Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
10. Click Send request.