5.1 KiB
title, intro, shortTitle, versions, redirect_from, topics
| title | intro | shortTitle | versions | redirect_from | topics | |||||||||||||||||||
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| Creating a support ticket | You can use the {% data variables.contact.landing_page_portal %} to create a support ticket and speak to {% data variables.contact.github_support %}. | Creating a ticket |
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About support 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.landing_page_portal %} or, if you would like to include diagnostics with your support ticket, you can use the GitHub Enterprise Server Management Console. {% endif %}
{% data reusables.support.zendesk-old-tickets %}
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."
{% ifversion ghec or ghes %}
Prerequisites
{% 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 %}." {% endif%}
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 {% data variables.contact.enterprise_portal %}{% endif %}
- Navigate to the {% data variables.contact.contact_landing_page_portal %}.
- In the bottom-left corner of the page, click Contact us. {% data reusables.support.submit-a-ticket %}
{% ifversion ghes %}
Creating a ticket using the {% data variables.enterprise.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 %}