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Viewing and updating support tickets

You can view your support tickets, collaborate with colleagues on tickets, and respond to GitHub 支持 using the GitHub 支持门户.

About ticket management

如果您之前已通过现已弃用的 GitHub Enterprise 支持门户联系过 GitHub Enterprise 支持 ,则应使用 GitHub 支持门户 打开新事件单。 您仍然可以在 https://enterprise.githubsupport.com 上查看过去的事件单。

You can use the GitHub Support Portal to view current and past support tickets and respond to GitHub 支持. After 120 days, resolved tickets are archived, and archived tickets can only be viewed for enterprise accounts.

要打开、查看和评论与企业帐户或企业帐户拥有的组织相关的支持事件单,您必须具有帐户的支持权利。 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”。

Viewing your recent support tickets

  1. 导航到 GitHub 支持门户

  2. 在标题中,单击 My Tickets(我的事件单)

    显示 GitHub 支持门户标题中"我的事件单"链接的屏幕截图。

  3. (可选)要查看与组织或企业帐户关联的事件单,请选择 My Tickets(我的事件单)下拉菜单,然后单击组织或企业帐户的名称。

    Note: You must have an enterprise support entitlement to view tickets associated with an organization or enterprise account. 更多信息请参阅“管理企业的支持权利”。

    "我的事件单"下拉菜单的屏幕截图。

  4. 在事件单列表中,单击要查看的事件单的主题。 显示突出显示主题的支持事件单列表的屏幕截图。

  5. Under the text box, you can read the comment history. The most recent response is at the top. Screenshot of support ticket comment history, with the most recent response at the top.

Viewing your archived support tickets

You can only view archived tickets for an enterprise account.

  1. 导航到 GitHub 支持门户

  2. 在标题中,单击 My Tickets(我的事件单)

    显示 GitHub 支持门户标题中"我的事件单"链接的屏幕截图。

  3. Select the My Tickets drop-down menu and click the name of the enterprise account.

    Note: You must have an enterprise support entitlement to view tickets associated with an organization or enterprise account. 更多信息请参阅“管理企业的支持权利”。

    Screenshot of the "My Tickets" dropdown menu.

  4. Under the "My tickets" table, click View archived tickets.

Updating support tickets

  1. 导航到 GitHub 支持门户

  2. 在标题中,单击 My Tickets(我的事件单)

    显示 GitHub 支持门户标题中"我的事件单"链接的屏幕截图。

  3. (可选)要查看与组织或企业帐户关联的事件单,请选择 My Tickets(我的事件单)下拉菜单,然后单击组织或企业帐户的名称。

    Note: You must have an enterprise support entitlement to view tickets associated with an organization or enterprise account. 更多信息请参阅“管理企业的支持权利”。

    "我的事件单"下拉菜单的屏幕截图。

  4. 在事件单列表中,单击要查看的事件单的主题。 显示突出显示主题的支持事件单列表的屏幕截图。

  5. Optionally, if the issue is resolved, under the text box, click Close ticket. Screenshot showing location of the "Close ticket" button.

  6. To respond to GitHub Support and add a new comment to the ticket, type your response in the text box. Screenshot of the "Add a comment" text field.

  7. To add your comment to the ticket, click Comment. Screenshot of the "Comment" button.

Collaborating on support tickets

You can collaborate with your colleagues on support tickets using the support portal. Owners, billing managers, and other enterprise members with support entitlements can view tickets associated with an enterprise account or an organization managed by an enterprise account. For more information, see "Managing support entitlements for your enterprise."

In addition to viewing tickets, you can also add comments to support tickets if your email address is copied on the ticket or if the person who opened the ticket used an email address with a domain that is verified for the enterprise account or organization managed by an enterprise account. For more information about verifying a domain, see "Verifying or approving a domain for your enterprise" and "Verifying or approving a domain for your organization."

Further reading