119 lines
7.5 KiB
Markdown
119 lines
7.5 KiB
Markdown
---
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title: Creating a support ticket
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intro: 'You can use the {% data variables.contact.landing_page_portal %} to create a support ticket and speak to {% data variables.contact.github_support %}.'
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shortTitle: Creating a ticket
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versions:
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fpt: '*'
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ghec: '*'
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ghes: '*'
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redirect_from:
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- /enterprise/admin/enterprise-support/preparing-to-submit-a-ticket
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- /admin/enterprise-support/preparing-to-submit-a-ticket
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- /admin/enterprise-support/receiving-help-from-github-support/preparing-to-submit-a-ticket
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- /enterprise/admin/guides/enterprise-support/reaching-github-enterprise-support
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- /enterprise/admin/enterprise-support/reaching-github-support
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- /admin/enterprise-support/reaching-github-support
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- /admin/enterprise-support/receiving-help-from-github-support/reaching-github-support
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- /enterprise/admin/enterprise-support/submitting-a-ticket
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- /admin/enterprise-support/submitting-a-ticket
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- /admin/enterprise-support/receiving-help-from-github-support/submitting-a-ticket
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- /articles/submitting-a-ticket
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- /github/working-with-github-support/submitting-a-ticket
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topics:
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- Support
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---
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## About support tickets
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{% ifversion fpt %}
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{% data reusables.support.free-and-paid-support %}
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To share feedback with {% data variables.product.company_short %}, you can use the {% data variables.contact.community_feedback_discussions %}. For more information, see [AUTOTITLE](/support/sharing-feedback-with-github).
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{% endif %}
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{% ifversion ghes or ghec %}
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{% data reusables.enterprise-accounts.support-entitlements %}
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{% endif %}
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{% ifversion ghes %}
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You can create your ticket using the {% data variables.contact.landing_page_portal %} or, if you would like to include diagnostics with your support ticket, you can use the GitHub Enterprise Server Management Console.
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{% endif %}
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{% data reusables.support.zendesk-old-tickets %}
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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 [AUTOTITLE](/support/contacting-github-support/viewing-and-updating-support-tickets).
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{% ifversion ghec or ghes %}
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## Prerequisites
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{% ifversion ghec %}If you use an enterprise account, there{% else %}There{% endif %} are some steps you should follow before you start using the {% data variables.contact.enterprise_portal %}. For more information, see [Getting started with the {% data variables.contact.enterprise_portal %}](/support/contacting-github-support/getting-started-with-the-github-support-portal).
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{% endif %}
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## What to include in your support ticket
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{% data variables.contact.github_support %} does not have access to any private or internal {% data variables.product.company_short %} resources. 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:
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* Obtain information that can help {% data variables.contact.github_support %} track, prioritize, reproduce, or investigate the issue.
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* Include full URLs, repository names, and usernames wherever possible.
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* Reproduce the issue if applicable and be prepared to share the steps.
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* Be prepared to provide a full description of the issue and expected results.
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* Copy exact wording of all error messages related to your issue.
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* Determine if there is an existing ticket number in any ongoing communications with {% data variables.contact.github_support %}.
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* Include relevant logs and attach any screenshots that demonstrate the issue.
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{% ifversion ghes %}
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## Choosing a contact person
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Especially for tickets with {% data variables.product.support_ticket_priority_urgent %} priority, the person contacting {% data variables.contact.github_support %} should:
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* Be knowledgeable in your internal systems, tools, policies, and practices.
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* Be a proficient user of {% data variables.product.prodname_ghe_server %}.
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* Have full access and permissions to any services that are required to troubleshoot the issue.
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* Be authorized to make the recommended changes to your network and any applicable products.
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{% endif %}
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## Creating a support ticket{% ifversion ghes %} using the {% data variables.contact.enterprise_portal %}{% endif %}
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> [!NOTE]
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> Before you submit a ticket, you have the option of using {% data variables.copilot.copilot_in_support %} to receive an immediate response to your question. If {% data variables.copilot.copilot_in_support %} is unable to resolve your issue, you can continue submitting your ticket. For more information, see [AUTOTITLE](/support/learning-about-github-support/about-copilot-in-github-support).
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1. Navigate to the {% data variables.contact.contact_landing_page_portal %} and choose one of the following options:
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* To sign in with your {% data variables.product.github %} account, click **Sign in with {% data variables.product.github %}**.
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* If your organization uses {% data variables.enterprise.data_residency_short %} or {% data variables.enterprise.prodname_managed_users %} (accounts ending in `.ghe`):
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1. In the sign-in dialog, click **Sign in to your .ghe account**.
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1. Enter your enterprise or tenant name (provided by your administrator) and continue.
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1. Complete the SAML authentication process as prompted. This will sign you in to your .ghe enterprise-managed account.
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* To sign up for {% data variables.product.github %}, click **Sign up for {% data variables.product.github %}**.
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* If you can't sign in or sign up, click **Can't sign in?** and fill out the form. You will be guided through an email verification process.{% ifversion ghec or ghes %} You will need to upload your {% data variables.product.prodname_enterprise %} license. For more information, see [AUTOTITLE](/billing/managing-your-license-for-github-enterprise/downloading-your-license-for-github-enterprise).{% endif %}
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{% data reusables.support.submit-a-ticket %}
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{% ifversion ghes %}
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## Creating a ticket using the {% data variables.enterprise.management_console %}
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{% data reusables.enterprise_site_admin_settings.access-settings %}
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{% data reusables.enterprise_site_admin_settings.management-console %}
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{% data reusables.enterprise_management_console.type-management-console-password %}
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{% data reusables.enterprise_management_console.support-link %}
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1. Choose one of the following options:
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* To sign in with your {% data variables.product.github %} account, click **Sign in with {% data variables.product.github %}**.
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* To sign up for {% data variables.product.github %}, click **Sign up for {% data variables.product.github %}**.
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* If you can't sign in or sign up, click **Can't sign in?** and fill out the form. You will be guided through an email verification process. You will need to upload your {% data variables.product.prodname_enterprise %} license. For more information, see [AUTOTITLE](/billing/managing-your-license-for-github-enterprise/downloading-your-license-for-github-enterprise).
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1. 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.
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1. To complete your ticket and display the {% data variables.contact.enterprise_portal %}, under "Open Support Request", click **New support request**.
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{% data reusables.support.submit-a-ticket %}
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{% endif %}
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## Further reading
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* [AUTOTITLE](/support/learning-about-github-support/about-github-support)
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