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This version of GitHub Enterprise was discontinued on 2023-01-18. No patch releases will be made, even for critical security issues. For better performance, improved security, and new features, upgrade to the latest version of GitHub Enterprise. For help with the upgrade, contact GitHub Enterprise support.

Viewing and updating support tickets

In this article

You can view your support tickets, collaborate with colleagues on tickets, and respond to GitHub Support using the GitHub Support portal.

About ticket management

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.

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, and archived tickets can only be viewed for enterprise accounts.

Your capabilities in the GitHub Support portal depend on the account you select when you submit a ticket. If you select an enterprise account, your role in the enterprise also affects your capabilities.

Note: Urgent priority and Premium Support SLAs apply only to tickets associated with an enterprise account.

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."

Viewing your recent support tickets

  1. Navigate to the GitHub Support Portal.

  2. In the header, click My Tickets.

    Screenshot showing "My Tickets" link in the GitHub Support Portal header.

  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 of the "My Tickets" dropdown menu.

  4. In the list of tickets, click the subject of the ticket you want to view. Screenshot showing a list of support tickets with the subject highlighted.

  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

  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 emphasized

Viewing your archived support tickets

You can only view archived tickets for an enterprise account.

  1. Navigate to the GitHub Support Portal.

  2. In the header, click My Tickets.

    Screenshot showing "My Tickets" link in the GitHub Support Portal header.

  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. For more information, see "Managing support entitlements for your enterprise."

    Screenshot of the "My Tickets" dropdown menu.

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

Updating support tickets

  1. Navigate to the GitHub Support Portal.

  2. In the header, click My Tickets.

    Screenshot showing "My Tickets" link in the GitHub Support Portal header.

  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 of the "My Tickets" dropdown menu.

  4. In the list of tickets, click the subject of the ticket you want to view. Screenshot showing a list of support tickets with the subject highlighted.

  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