GitHub currently offers two support portals: support.github.com for GitHub.com customers, and enterprise.githubsupport.com for GitHub Enterprise customers. We are working to consolidate all support under the new support.github.com portal, which leverages your enterprise account to consolidate management of billing, licensing and support entitlements in a single interface.
The new portal offers a number of benefits:
The remainder of this guide is split into two sections. Get started with the Support Portal covers how to get started using the new portal. Using the Support Portal discusses in detail how to manage tickets and manage access to the ticket portal.
In order to get the best experience in the new portal, there are a few steps you must take:
As a GitHub Enterprise Cloud or GitHub Enterprise Server customer your capabilites in the support portal depend on your role in your enterprise account and the account you select when you submit a ticket. Notably, urgent priority and Premium Support SLAs apply only to tickets associated to your enterprise account. Tickets associated to an enterprise account can only be opened by owners, billing managers and support-entitled members.
As an owner, billing manager, or support-entitled member, you can view all tickets associated to your enterprise account or organizations managed by your enterprise account. Under certain conditions, you can also comment on tickets others have opened and associated to your enterprise account. In order to comment on a ticket associated to your enterprise account that was opened by a colleague, one of two conditions must be met:
If you have Premium Plus support, your Technical Support Account Manager may work with you to transfer tickets from the old portal to the new portal. Otherwise, you should continue to use the old portal (or email) to view and reply to any active tickets that were opened in the old portal and not transferred to the new portal.
Support entitlements allow an enterprise owner to specify who can open, view, and comment on all tickets associated to your enterprise account. Enterprise administrators (owners and billing managers) are automatically entitled.
To add a support entitlement to a user, the user must already be a member of your enterprise. In other words, they must already be a member of an organization that is managed by your enterprise. Support entitlement information may be cached in the support portal for up to four hours. If you were recently added as a support entitled member you may need to sign out of the support portal and then return to support.github.com to refresh the cache. When a user is removed from the enterprise, their support entitlement will be automatically removed.
To manage support entitlements, navigate to your enterprise account page, click the Settings link and then click the Support link.
To submit a ticket, navigate to support.github.com and click the Contact us button at the bottom of the page. Be sure to select the correct From address and the correct Account or organization.
You can view your tickets by clicking the My Tickets link in the support portal. By default, you will be shown the tickets that you yourself opened. To view all tickets for a particular organization or enterprise click the account selector and choose the account.
In a list of tickets, you can see ticket status (open, pending, closed or archived) and update date.
Clicking into a ticket, you can view and modify the list of CCd email addresses, submit a new comment, or close the ticket if it has been answered. Markdown is supported and files up to 50MB can be attached. For larger attachments (such as support bundles) see Uploading Support Bundles. If a ticket was opened at a lower priority, but the situation has become urgent, you can click the Request an escalation link. Please refer to assigning a priority to a support ticket before requesting an escalation.
A great benefit of the new support portal is that you can collaborate with your colleagues on tickets they have opened. Just as with GitHub.com, we hide user email addresses by default. When you comment on a ticket, your email is added as a CC to the ticket and you will be able to see the email addresses of the other people involved in the ticket. To protect privacy, we require that you either already be CCd on the ticket or that you and the person who opened the ticket both use a verified domain email address.
To take advantage of verified domain ticket collaboration, you must be a member of an organization (managed by your enterprise account) with a verified domain and have an email address added to your GitHub.com account in that domain.
To upload a file larger than 50MB, such as a support bundle visit support.github.com/uploads
Premium content, including Health Checks, are available through the Premium link in the support portal menu.