Submitting a ticket

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

If you use GitHub Enterprise Server, GitHub Enterprise Cloud, or the Premium plan you must submit tickets using the Enterprise Support portal.

In this article:

Submitting a ticket using the GitHub Support portal

  1. Navigate to the GitHub Support portal.
  2. Under "Name," type your name.
    Name field
  3. Use the Email drop-down menu, and select the email address you'd like GitHub Support 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 incident
    • 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 Enterprise Support portal

  1. Navigate to the Enterprise Support portal.

  2. To sign in to the Enterprise Support portal, in the upper-right corner of the page, click Sign in.

    Sign in to Enterprise Support portal

  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 GitHub Premium Support troubleshoot the problem. Helpful information may include:

    Description field

    • Steps to reproduce the incident
    • 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 Severity drop-down menu, and select the appropriate level of urgency. For more information, see "Assigning a severity level of an incident."

    Severity 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 Moderate 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.

Further reading

Ask a human

Can't find what you're looking for?

Contact us