Submitting a ticket

About ticket submission

If your account uses a paid GitHub product, you can directly contact GitHub Support. If your account uses GitHub Free for user accounts and organizations, you can use contact GitHub Support to report account, security, and abuse issues. For more information, see "About GitHub Support."

To open, view, and comment on support tickets associated with 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."

If you do not have an enterprise account, please use the GitHub Enterprise Support portal to submit tickets. For more information about enterprise accounts, see "About enterprise accounts."

Submitting a ticket using the GitHub Support portal

1. Navigate to the GitHub Support portal.
2. Under "Name," type your name.
3. Use the Email drop-down menu, and select the email address you'd like GitHub Support to contact.
4. Under "Subject", type a descriptive title for the issue you're having.
5. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. 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
6. Optionally, attach files by dragging and dropping, uploading, or pasting from the clipboard.
7. Click Send request.

Submitting a ticket using the GitHub Enterprise Support portal

1. Navigate to the GitHub Enterprise Support portal.
2. Click Submit a Ticket
3. Under "Your email address", type the email address associated with your GitHub account.
4. Under "Subject", type a descriptive title for your issue.
5. Under "Description", provide any additional information that will help the GitHub Enterprise Support team troubleshoot the problem. 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
6. From the GitHub Enterprise Product drop-down menu, select GitHub Enterprise Cloud.
7. From the "Priority" drop-down menu, select the appropriate urgency. For more information, see "Assigning a priority to a support ticket."
   • Choose Urgent to report critical system failure.
   • Choose High to report issues impacting business operations, including removing sensitive data (commits, issues, pull requests, uploaded attachments) from your own accounts and organization restorations, or to report critical bugs.
   • Choose Normal to request account recovery or spam unflagging, report user login issues, and to report non-critical bugs.
   • Choose Low to ask general questions and submit requests for new features, purchases, training, or health checks.
8. From the "Global Region" drop-down menu, select APAC (Asia Pacific), EMEA (Europe, the Middle East, and Africa), or Americas as your region.
9. Click Add file, then attach the diagnostics file you downloaded to include diagnostics with your support ticket.
10. Click Submit.

Further reading

• "GitHub's products"
• "About GitHub Support"
• "About GitHub Premium Support for GitHub Enterprise Cloud."