About support tickets
If you have previously contacted GitHub Enterprise Support through the GitHub Enterprise Support portal, which is now deprecated, you should use the GitHub Support portal to open new tickets. 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. Enterprise owners and billing managers automatically have a support entitlement, and enterprise owners can add support entitlements to enterprise members. For more information, see "Managing support entitlements for your enterprise."
You can create your ticket using the GitHub Support portal 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 Support on the GitHub Support portal. For more information, see "Viewing and updating support tickets."
What to include in your support ticket
Providing 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 GitHub Support can assist you, consider the following points when you write your ticket:
- Obtain information that can help 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 GitHub Support.
- Include relevant logs and attach any screenshots that demonstrate the issue.
Choosing a contact person
Especially for tickets with Urgent priority, the person contacting GitHub Support 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
- Navigate to the GitHub Support portal.
- Select the Account or organization dropdown menu and click the name of the account your support ticket is regarding.
- Select the From drop-down menu and click the email address you'd like GitHub Support to contact.
- Select the Product dropdown menu and click GitHub Enterprise Server (self-hosted).
- 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.
- Select the Release series dropdown menu and click the release your GitHub Enterprise Server instance is running.
- Select the Priority dropdown menu and click the appropriate urgency. For more information, see "About ticket priority."
- 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.
- Optionally, if your account includes GitHub Premium Support 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.
- Under "Subject", type a descriptive title for the issue you're having.
- Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. You can use markdown to format your message.
Helpful information may include:
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Steps to reproduce the issue
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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)
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Exact wording of error messages
Warning: When you upload an image or video to a pull request or issue comment, or upload a file to a ticket in the GitHub Support portal, anyone can view the anonymized URL without authentication, even if the pull request or issue is in a private repository, or if private mode is enabled. To keep sensitive media files private, serve them from a private network or server that requires authentication.
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- Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
- Click Send request.
Creating a ticket using the GitHub Enterprise Server Management Console
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From an administrative account on GitHub Enterprise Server, in the upper-right corner of any page, click .
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If you're not already on the "Site admin" page, in the upper-left corner, click Site admin.
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In the left sidebar, click Management Console.
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If prompted, type your Management Console password.
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In the upper right of the Management Console, click Support.
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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.
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To complete your ticket and display the GitHub Support portal, under "Open Support Request", click New support request.
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Select the Account or organization dropdown menu and click the name of the account your support ticket is regarding.
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Select the From drop-down menu and click the email address you'd like GitHub Support to contact.
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Select the Product dropdown menu and click GitHub Enterprise Server (self-hosted).
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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.
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Select the Release series dropdown menu and click the release your GitHub Enterprise Server instance is running.
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Select the Priority dropdown menu and click the appropriate urgency. For more information, see "About ticket priority."
- 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.
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Optionally, if your account includes GitHub Premium Support 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.
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Under "Subject", type a descriptive title for the issue you're having.
-
Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. You can use markdown to format your message.
Helpful information may include:-
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
Warning: When you upload an image or video to a pull request or issue comment, or upload a file to a ticket in the GitHub Support portal, anyone can view the anonymized URL without authentication, even if the pull request or issue is in a private repository, or if private mode is enabled. To keep sensitive media files private, serve them from a private network or server that requires authentication.
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Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
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Click Send request.