Skip to main content

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 your account uses a paid GitHub product or you are a member of an organization that uses a paid product, you can directly contact GitHub 支持. If your account uses GitHub Free, you can speak to GitHub users and staff on the GitHub 支持社区 for most issues, and you can contact GitHub 支持 to report account, security, and abuse issues.

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.

Creating a support ticket

  1. Navigate to the GitHub 支持门户.
  2. 选择 Account or organization(帐户或组织)下拉菜单,然后单击支持事件单所涉及的帐户的名称。 "帐户或组织"的下拉菜单屏幕截图。
  3. 选择 From(发件人)下拉菜单,然后点击您希望 GitHub 支持 联系的电子邮件地址。 "发件人"下拉菜单的屏幕截图。
  4. 在“Subject(主题)”下,为您遇到的问题输入描述性标题。 "主题"文本框的屏幕截图。
  5. 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。 您可以使用 Markdown 格式化消息。 Screenshot of the "How can we help" text area. 有用的信息可能包括:
    • 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
  6. 单击 Send request(发送请求)"发送请求"按钮的屏幕截图。

Further reading