Creating a support ticket

You can use the GitHub 支持门户 to create a support ticket and speak to GitHub 支持.

About support tickets

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

To open, view, and comment on support tickets associated with an enterprise account or organization owned by an enterprise account, you must have support entitlements for the account. 企业所有者和帐单管理员自动拥有支持权利,企业所有者可以向企业成员添加支持权利。 更多信息请参阅“管理企业的支持权利”。

You can create your ticket using the GitHub 支持门户 or, if you would like to include diagnostics with your support ticket, you can use the GitHub Enterprise Server Management Console.

After you create your ticket, you can view your ticket and the responses from GitHub 支持 on the GitHub 支持门户. For more information, see "Viewing and updating support tickets."

What to include in your support ticket

Providing GitHub 支持 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 GitHub 支持 can assist you, consider the following points when you write your ticket:

  • Obtain information that can help GitHub 支持 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 GitHub 支持.
  • Include relevant logs and attach any screenshots that demonstrate the issue.

Choosing a contact person

Especially for tickets with 紧急 priority, the person contacting GitHub 支持 should:

  • Be knowledgeable in your internal systems, tools, policies, and practices.
  • Be a proficient user of GitHub Enterprise Server.
  • 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.

Creating a support ticket using the support portal

  1. Navigate to the GitHub 支持门户.
  2. Select the Account or organization dropdown menu and click the name of the account your support ticket is regarding. Screenshot of the "Account or organization" dropdown menu.
  3. Select the From drop-down menu and click the email address you'd like GitHub 支持 to contact. Screenshot of the "From" dropdown menu.
  4. Select the Product dropdown menu and click GitHub Enterprise Server (self-hosted). Screenshot of the "Product" dropdown menu.
  5. If prompted, select the Server installation dropdown menu and click the installation your support ticket is regarding. If the installation is not listed, click Other. Screenshot of the "Server Installation" dropdown menu
  6. Select the Release series dropdown menu and click the release 您的 GitHub Enterprise Server 实例 is running. Screenshot of the "Release series" dropdown menu
  7. Select the Priority dropdown menu and click the appropriate urgency. For more information, see "About ticket priority." Screenshot of the "Priority" dropdown menu.
    • 选择 紧急 以报告致命系统故障、影响关键系统运行的中断、安全事件和许可证过期。
    • 选择 以报告影响业务运营的问题,包括 系统性能问题,或报告严重漏洞。
    • 选择 普通 以发出技术请求,如配置更改和第三方集成,以及报告非关键漏洞。
    • 选择 以提出一般问题和提交有关新功能、购买、培训或状态检查的请求。
  8. Optionally, if your account includes GitHub 高级支持 and your ticket is urgent or high priority, you can request a callback in English. Select Request a callback from GitHub Support, select the country code dropdown menu to choose your country, and enter your phone number. Screenshot of the "Request callback" checkbox, "Country code" dropdown menu, and "Phone number" text box.
  9. 在“Subject(主题)”下,为您遇到的问题输入描述性标题。 Screenshot of the "Subject" text box.
  10. 在“How can we help(我们如何提供帮助)”下,提供将帮助支持团队对问题进行故障排除的任何其他信息。 You can use markdown to format your message. Screenshot of the "How can we help" text area. Helpful information may include:
    • 重现问题的步骤
    • 与发现问题相关的任何特殊情况(例如,首次发生或特定活动后发生、发生频率、问题的业务影响以及建议的紧迫程度)
    • 错误消息的准确表述
  11. Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
  12. 单击 Send request(发送请求)Screenshot of the "Send request" button.

Creating a ticket using the GitHub Enterprise Server Management Console

  1. From an administrative account on GitHub Enterprise Server, in the upper-right corner of any page, click .

    Screenshot of the rocket ship icon for accessing site admin settings

  2. If you're not already on the "Site admin" page, in the upper-left corner, click Site admin.

    Screenshot of "Site admin" link

  3. 在左侧边栏中,单击 管理控制台左侧边栏中的 管理控制台 选项卡

  4. 如有提示,请输入您的 管理控制台 密码。 管理控制台 解锁屏幕

  5. 在 管理控制台 右上侧,单击 Support(支持)访问支持区域的按钮

  6. 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. Screenshot of button labelled "Download diagnostics info" on Management Console Support page.

  7. To complete your ticket and display the GitHub 支持门户, under "Open Support Request", click New support request. Screenshot of button labelled "New support request" on Management Console Support page.

  8. Select the Account or organization dropdown menu and click the name of the account your support ticket is regarding. Screenshot of the "Account or organization" dropdown menu.

  9. Select the From drop-down menu and click the email address you'd like GitHub 支持 to contact. Screenshot of the "From" dropdown menu.

  10. Select the Product dropdown menu and click GitHub Enterprise Server (self-hosted). Screenshot of the "Product" dropdown menu.

  11. If prompted, select the Server installation dropdown menu and click the installation your support ticket is regarding. If the installation is not listed, click Other. Screenshot of the "Server Installation" dropdown menu

  12. Select the Release series dropdown menu and click the release 您的 GitHub Enterprise Server 实例 is running. Screenshot of the "Release series" dropdown menu

  13. Select the Priority dropdown menu and click the appropriate urgency. For more information, see "About ticket priority." Screenshot of the "Priority" dropdown menu.

    • 选择 紧急 以报告致命系统故障、影响关键系统运行的中断、安全事件和许可证过期。
    • 选择 以报告影响业务运营的问题,包括 系统性能问题,或报告严重漏洞。
    • 选择 普通 以发出技术请求,如配置更改和第三方集成,以及报告非关键漏洞。
    • 选择 以提出一般问题和提交有关新功能、购买、培训或状态检查的请求。
  14. Optionally, if your account includes GitHub 高级支持 and your ticket is urgent or high priority, you can request a callback in English. Select Request a callback from GitHub Support, select the country code dropdown menu to choose your country, and enter your phone number. Screenshot of the "Request callback" checkbox, "Country code" dropdown menu, and "Phone number" text box.

  15. 在“Subject(主题)”下,为您遇到的问题输入描述性标题。 Screenshot of the "Subject" text box.

  16. 在“How can we help(我们如何提供帮助)”下,提供将帮助支持团队对问题进行故障排除的任何其他信息。 You can use markdown to format your message. Screenshot of the "How can we help" text area. Helpful information may include:

    • 重现问题的步骤
    • 与发现问题相关的任何特殊情况(例如,首次发生或特定活动后发生、发生频率、问题的业务影响以及建议的紧迫程度)
    • 错误消息的准确表述
  17. Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.

  18. 单击 Send request(发送请求)Screenshot of the "Send request" button.

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