Submitting a ticket

You can submit a support ticket using GitHub Enterprise Server Management Console or the support portal.

About submitting a ticket

Before submitting a ticket, you should gather helpful information for GitHub Support and choose a contact person. For more information, see "Preparing to submit a ticket."

After submitting your support request and optional diagnostic information, GitHub Support may ask you to download and share a support bundle with us. For more information, see "Providing data to GitHub Support."

Submitting a ticket using the GitHub Support portal

If you have previously contacted GitHub Enterprise Support through the deprecated GitHub Enterprise Support portal, you should use the GitHub Support portal to open new tickets but you can still view your past tickets at https://enterprise.githubsupport.com.

To submit a ticket about your GitHub Enterprise Server instance, you must be an owner, billing manager, or member with support entitlement. For more information, see "Managing support entitlements for your enterprise."

If you cannot sign in to your account on GitHub.com or do not have support entitlement, you can still submit a ticket by providing your license or a diagnostics file from your server.

  1. Navigate to the GitHub Support portal.
  2. Select the Account or organization drop-down menu and click the name of your enterprise. Account field
  3. Select the From drop-down menu and click the email address you'd like GitHub Support to contact. Email field
  4. Select the Product drop-down menu and click GitHub Enterprise Server (self-hosted). Product field
  5. Select the Release series drop-down menu and click the release your GitHub Enterprise Server instance is running. Release field
  6. Select the Priority drop-down menu and click the appropriate urgency. For more information, see "Assigning a priority to a support ticket." Priority field
    • Choose Urgent to report fatal system failures, outages impacting critical system operations, security incidents, and expired licenses.
    • Choose High to report issues impacting business operations, including system performance issues, or to report critical bugs.
    • Choose Normal to make technical requests like configuration changes and third-party integrations, and to report non-critical bugs.
    • Choose Low to ask general questions and submit requests for new features, purchases, training, or health checks.
  7. Optionally, if your account includes GitHub Premium Support and your ticket is urgent or high 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. Request callback option
  8. Under "Subject", type a descriptive title for the issue you're having. Subject field
  9. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. Helpful information may include: How can we help field
    • 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
  10. Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
  11. Click Send request. Send request button

Submitting a ticket using the GitHub Enterprise Server Management Console

  1. From an administrative account on GitHub Enterprise Server, click in the upper-right corner of any page. Rocketship icon for accessing site admin settings
  2. In the left sidebar, click Management Console. Management Console tab in the left sidebar
  3. If prompted, type your Management Console password. Management Console unlock screen
  4. In the upper right of the Management Console, click Support. Button to access Support area
  5. 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. Button to download diagnostics info
  6. To complete your ticket and display the GitHub Support portal, under "Open Support Request", click New support request. Button to open a support request
  7. Select the Account or organization drop-down menu and click the name of your enterprise. Account field
  8. Select the From drop-down menu and click the email address you'd like GitHub Support to contact. Email field
  9. Select the Product drop-down menu and click GitHub Enterprise Server (self-hosted). Product field
  10. Select the Release series drop-down menu and click the release your GitHub Enterprise Server instance is running. Release field
  11. Select the Priority drop-down menu and click the appropriate urgency. For more information, see "Assigning a priority to a support ticket." Priority field
    • Choose Urgent to report fatal system failures, outages impacting critical system operations, security incidents, and expired licenses.
    • Choose High to report issues impacting business operations, including system performance issues, or to report critical bugs.
    • Choose Normal to make technical requests like configuration changes and third-party integrations, and to report non-critical bugs.
    • Choose Low to ask general questions and submit requests for new features, purchases, training, or health checks.
  12. Optionally, if your account includes GitHub Premium Support and your ticket is urgent or high 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. Request callback option
  13. Under "Subject", type a descriptive title for the issue you're having. Subject field
  14. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. Helpful information may include: How can we help field
    • 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
  15. Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
  16. Click Send request. Send request button

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