Submitting a ticket

If your account uses a paid GitHub product, you can directly contact GitHub-Support. If your account uses GitHub Free for user accounts and organizations, you can contact [GitHub-Support]((https://support.github.com/contact) oder GitHub Premium-Support 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-Plan you must submit tickets using the GitHub Enterprise Support portal.

Submitting a ticket using the GitHub-Supportportal

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

   • Schritte zum Reproduzieren des Problems
   • 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-Support team troubleshoot the problem. Hilfreich können folgende Informationen sein:
   

   • Schritte zum Reproduzieren des Issue
   • Besondere Umstände, die zum Zeitpunkt des Problems bzw. dessen Auftreten vorlagen (z. B. das erste Auftreten, Auftreten nach einem bestimmten Ereignis, Häufigkeit des Auftretens, Auswirkung des Problems auf das Geschäft und Dringlichkeit einer Lösung)
   • Der genaue Wortlaut von Fehlermeldungen
6. From the GitHub Enterprise Product drop-down menu, select GitHub Enterprise Cloud.
   
7. From the "Priority" drop-down menu, select the appropriate urgency. Weitere Informationen findest Du unter „Einem Support-Ticket eine Priorität zuweisen."
   

   • Wähle Dringend um kritische Systemfehler zu melden.
   • Wähle Hoch um Probleme zu melden, die sich auf den Geschäftsbetrieb auswirken, einschließlich entfernen vertraulicher Daten (Commits, Probleme, Pull Requests, hochgeladene Anlagen) aus Deinen eigenen Konten und Organisations-Wiederherstellungen, oder um kritische Fehler zu melden.
   • Wähle Normal um Kontowiederherstellung oder Spam-Kennzeichnung entfernen anzufordern, Benutzeranmeldungsprobleme zu melden, und um nicht kritische Fehler zu melden.
   • Choose Niedrig 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

• „Produkte von GitHub“
• "About GitHub-Support"
• "About GitHub Premium-Support for GitHub Enterprise Cloud."