About support tickets
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のオーナー及び支払マネージャーは自動的にサポート資格を持ち、Enterpriseオーナーはサポート資格をEnterpriseのメンバーに追加できます。 詳しい情報については「Enterpriseのサポート資格の管理」を参照してください。
After you create your ticket, you can view your ticket and the responses from GitHub Support on the GitHub Support ページ. 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:
- GitHub Support による問題の追跡、優先順位付け、再現、調査を支援する情報の取得
- Include full URLs, repository names, and usernames wherever possible.
- 可能であれば問題を再現し、問題発生の手順を共有できるようにしてください。
- 問題の詳細な説明と期待される結果を提供できるように準備してください。
- 問題に関連するすべてのエラーメッセージをそのままコピーしてください。
- GitHub Support との進行中のやりとりがあれば、既存のチケット番号があるかを確認してください。
- Include relevant logs and attach any screenshots that demonstrate the issue.
Creating a support ticket
- GitHub Support ページ に移動します。
- 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 Cloud.
- Select the Priority dropdown menu and click the appropriate urgency. For more information, see "About ticket priority."
- Optionally, if your account includes GitHub Premium Support and your ticket is 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:
- 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
- Click Send request.
