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Viewing and updating support tickets

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

About ticket management

If you have previously contacted GitHub Enterprise Support through the deprecated GitHub Enterprise Support portal, you should use the GitHub Support ページ to open new tickets but 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.

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。

Viewing your 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.

    You must have an enterprise support entitlement to view tickets associated with an organization or enterprise account. 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。 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.

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.

    You must have an enterprise support entitlement to view tickets associated with an organization or enterprise account. 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。 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. 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。

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."

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