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Submitting a ticket

You can submit a ticket to Suporte do GitHub using the support portal.

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If you use GitHub Enterprise Server, GitHub Enterprise Cloud, or the Plano Premium you must submit tickets using the Portal de suporte do Enterprise.

Submitting a ticket using the Portal de suporte do GitHub

  1. Navigate to the Portal de suporte do GitHub.
  2. Under "Name," type your name.
    Name field
  3. Use the Email drop-down menu, and select the email address you'd like Suporte do GitHub to contact.
    Email field
  4. Under "Subject", type a descriptive title for the issue you're having.
    Subject field
  5. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. Helpful information may include:
    How can we help field
    • 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.
    Send request button

Submitting a ticket using the Portal de suporte do Enterprise

  1. Navigate to the Portal de suporte do Enterprise.
  2. To sign in to the Portal de suporte do Enterprise, in the upper-right corner of the page, click Sign in.
    Entre no Portal de suporte do Enterprise
  3. Under "Your email address", type an email address associated with your GitHub account.
    Your email address field
  4. Under "Subject", type a descriptive title for the issue you're having.
    Subject field
  5. Under "Description", provide any additional information that will help Suporte do GitHub Premium troubleshoot the problem. Helpful information may include:
    Description field
    • 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. Use the GitHub Enterprise Product drop-down menu, and select GitHub Enterprise Cloud.
  7. Use the Priority drop-down menu, and select the appropriate urgency. For more information, see "Assigning a priority to a support ticket."
    Priority drop-down menu
    • Choose Urgent to report critical system failures.
    • 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. Use the Global Region drop-down menu, and select APAC (Asia Pacific), EMEA (Europe, the Middle East, and Africa), or Americas as your region.
    Global Region drop-down menu
  9. To create your support ticket, click Submit.

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