Submitting a ticket

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

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

Submitting a ticket using the GitHub 支持门户

1. Navigate to the GitHub 支持门户.
2. Under "Name," type your name.
   
3. Use the Email drop-down menu, and select the email address you'd like GitHub 支持 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:
   

   • 重现问题的步骤
   • 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 支持 team troubleshoot the problem. 有用的信息可能包括：
   

   • 重现问题的步骤
   • 与发现问题相关的任何特殊情况（例如，首次发生或特定活动后发生、发生频率、问题的业务影响以及建议的紧迫程度）
   • 错误消息的准确表述
6. From the GitHub Enterprise Product drop-down menu, select GitHub Enterprise Cloud.
   
7. From the "Priority" drop-down menu, select the appropriate urgency. 更多信息请参阅“分配支持事件单的优先级”。
   

   • 选择 紧急 以报告关键系统故障。
   • 选择 高 以报告影响业务运营的问题，包括 从您自己的帐户和组织还原中删除敏感数据（提交、议题、拉取请求、上传的附件），或报告严重漏洞。
   • 选择 普通 以请求帐户恢复或垃圾邮件取消标识、报告用户登录问题，以及报告非关键漏洞。
   • Choose 低 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 的产品”
• "About GitHub 支持"
• "About GitHub 高级支持 for GitHub Enterprise Cloud."