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Viewing and updating support tickets

You can view your support tickets and respond to GitHub Support using the GitHub Support portal.

About ticket management

Notes:

  • Urgent priority and GitHub Premium Support SLAs only apply to tickets associated with your enterprise account.
  • Tickets associated with an enterprise account can only be opened by owners, billing managers, and support-entitled members.

You can use the GitHub Support portal to view current and past support tickets and respond to GitHub Support. After 120 days, resolved tickets are archived.

Your capabilities in the GitHub Support portal depend on the account you select when you submit a ticket.

Viewing your recent support tickets

  1. Navigate to the GitHub Support Portal.

  2. In the header, click My Tickets.

  3. Optionally, to view tickets associated with an organization or enterprise account, select the My Tickets drop-down menu and click the name of the organization or enterprise account.

    Note: You must have an enterprise support entitlement to view tickets associated with an organization or enterprise account. For more information, see "Managing support entitlements for your enterprise."

    Screenshot showing the "My Tickets" dropdown menu highlighted in dark orange.

  4. In the list of tickets, click the subject of the ticket you want to view. Screenshot showing a list of support tickets. A ticket's subject, "Can't access my private repository," is highlighted in orange.

  5. Under the text box, you can read the comment history. The most recent response is at the top.

  6. Optionally, to translate the ticket comment, click and choose your preferred language from the dropdown menu. You can translate your support ticket into Chinese (Simplified), French, German, Japanese, Portuguese (Brazil), or Spanish.

    Screenshot of a support ticket with the dropdown menu showing the options for translation highlighted with a dark orange outline.

Updating support tickets

  1. Navigate to the GitHub Support Portal.

  2. In the header, click My Tickets.

  3. Optionally, to view tickets associated with an organization or enterprise account, select the My Tickets drop-down menu and click the name of the organization or enterprise account.

    Note: You must have an enterprise support entitlement to view tickets associated with an organization or enterprise account. For more information, see "Managing support entitlements for your enterprise."

    Screenshot showing the "My Tickets" dropdown menu highlighted in dark orange.

  4. In the list of tickets, click the subject of the ticket you want to view. Screenshot showing a list of support tickets. A ticket's subject, "Can't access my private repository," is highlighted in orange.

  5. Optionally, if the issue is resolved, under the text box, click Close ticket.

  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, highlighted in dark orange.

  7. To add your comment to the ticket, under the text box, click Comment.

Further reading