About the Support Portal

Deprecation notice — Legacy GitHub Enterprise support portal

Effective November 1, 2021, the enterprise.githubsupport.com portal will be deprecated. At that time, you must submit any new requests through the new GitHub Support portal described in this document. Please take a moment to ensure you have access to your enterprise account and have added your colleagues as support entitled members.

  • Will tickets submitted through enterprise.githubsupport.com show up in the new portal?
    No. However, the enterprise.githubsupport.com portal will continue to be available to view and update existing tickets created in that portal.
  • What if I don't have an enterprise account?

    If you use GitHub.com, you do not need access to an enterprise account in order to open a ticket. However, an enterprise account is required to open a GitHub Enterprise Server ticket, a ticket with a Premium Support SLA, or to use the ticket collaboration features of the support portal.

    If you use GitHub Enterprise Server and are not sure if you have an enterprise account, please first check with your colleagues to see if anyone on your team may have access. The majority of customers have an enterprise account and can begin using this support portal now. If you do not have an enterprise account, please submit a request for a new enterprise account.

    If you are a GitHub Enterprise Server customer and do not have an enterprise account, have not been configured as a support entitled member by your enterprise account owner, or cannot sign in with to your GitHub account, you will be able to open a ticket by providing a copy of your license key or diagnostics file.

  • What if I'm a Premium Support customer?
    If you are a Premium Support customer and wish to submit a ticket that qualifies for an SLA, you must select the enterprise account that is entitled to premium support when you submit your ticket.

The GitHub Support 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.

Get started with the Support 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.

Urgent priority and Premium Support SLAs apply only to tickets associated to your enterprise account.
In the example below, note the selected account is an (Enterprise Account) and Urgent priority can be selected. Note also the blue checkmark indicating a verified domain email has been automatically selected.

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:

We strongly recommend setting up at least one verified domain to make it easy to collaborate on tickets.

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.

Using the Support Portal

Managing Support Entitlements

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.

Submitting a Ticket

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.

If you have a GitHub.com organization managed by your enterprise account, any ordinary member (not support-entitled) of that organization will be able to submit a ticket associated to the organization, but they will not be able to submit a ticket associated to the enterprise account itself. As an owner, billing manager or support-entitled member, you will be able to view tickets associated to the enterprise account itself or to organizations managed by the enterprise.
Urgent priority and Premium Support SLAs apply only to tickets associated to your enterprise account.

Viewing and Updating your Tickets

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.

Collaborating on Tickets

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.

We strongly recommend setting up at least one verified domain to make it easy to collaborate on tickets.

Uploading Support Bundles

To upload a file larger than 50MB, such as a support bundle visit support.github.com/uploads

Premium Content

Premium content, including Health Checks, are available through the Premium link in the support portal menu.