[2021-11-01] Deprecating Zendesk Portal for Enterprise customers (GA) (#22453)

* Update support pages, new screenshots

* Udpate vars and release notes

* Fix variable

* update dotcom submit a ticket fields

* Apply suggestions from code review

Co-authored-by: Elijah Buck <buckelij@github.com>

* Update content/admin/enterprise-support/receiving-help-from-github-support/reaching-github-support.md

Co-authored-by: Elijah Buck <buckelij@github.com>

* Fixes and updates from feedback

* include ghec version in link

* Apply suggestions from code review

Co-authored-by: Felicity Chapman <felicitymay@github.com>

* remove from 'submit via management console'

Co-authored-by: Elijah Buck <buckelij@github.com>
Co-authored-by: Felicity Chapman <felicitymay@github.com>
Co-authored-by: jmarlena <6732600+jmarlena@users.noreply.github.com>

content/admin/enterprise-support/overview/about-github-enterprise-support.md

@@ -47,7 +47,7 @@ For more information, see "[About {% data variables.contact.premium_support %} f
 ## Contacting {% data variables.contact.enterprise_support %}
 
 {% ifversion ghes %}
-{% data reusables.support.zendesk-deprecation %}
+{% data reusables.support.zendesk-old-tickets %}
 {% endif %}
 
 

content/admin/enterprise-support/overview/about-support-for-advanced-security.md

@@ -37,7 +37,7 @@ If you're uncertain if the issue is out of scope, open a ticket and we're happy
 
 ## Contacting {% data variables.contact.enterprise_support %}
 
-{% data reusables.support.zendesk-deprecation %}
+{% data reusables.support.zendesk-old-tickets %}
 
 You can contact {% data variables.contact.enterprise_support %} through the {% data variables.contact.contact_enterprise_portal %} for help with:
 - Installing and using {% data variables.product.prodname_advanced_security %}

content/admin/enterprise-support/receiving-help-from-github-support/reaching-github-support.md

@@ -18,24 +18,22 @@ Though we'll do our best to respond to automated support requests, we typically
 
 ## Contacting {% data variables.contact.enterprise_support %}
 
-{% data reusables.support.zendesk-deprecation %}
+{% data reusables.support.zendesk-old-tickets %}
 
-{% data variables.contact.enterprise_support %} customers can open a support ticket using the {% ifversion ghes %}{% data variables.product.prodname_ghe_server %} {% data variables.enterprise.management_console %} or the {% data variables.contact.contact_enterprise_portal %}{% elsif ghae %} the {% data variables.contact.contact_ae_portal %}{% endif %}. Mark the ticket's priority as {% data variables.product.support_ticket_priority_urgent %}, {% data variables.product.support_ticket_priority_high %}, {% data variables.product.support_ticket_priority_normal %}, or {% data variables.product.support_ticket_priority_low %}. For more information, see "[Assigning a priority to a support ticket](/enterprise/admin/guides/enterprise-support/about-github-enterprise-support#assigning-a-priority-to-a-support-ticket)" and "[Submitting a ticket](/enterprise/admin/guides/enterprise-support/submitting-a-ticket)."
-
-## Contacting {% data variables.contact.enterprise_support %}
+{% data variables.contact.enterprise_support %} customers can open a support ticket using the {% ifversion ghes %}{% data variables.product.prodname_ghe_server %} {% data variables.enterprise.management_console %} or the {% data variables.contact.contact_enterprise_portal %}{% elsif ghae %} the {% data variables.contact.contact_ae_portal %}{% endif %}. For more information, see "[Submitting a ticket](/enterprise/admin/guides/enterprise-support/submitting-a-ticket)."
 
 {% ifversion ghes %}
+
+## Contacting {% data variables.contact.premium_support %}
+
+{% data variables.contact.enterprise_support %} customers can open a support ticket using the {% data variables.product.prodname_ghe_server %} {% data variables.enterprise.management_console %} or the {% data variables.contact.contact_enterprise_portal %}. Mark its priority as {% data variables.product.support_ticket_priority_urgent %}, {% data variables.product.support_ticket_priority_high %}, {% data variables.product.support_ticket_priority_normal %}, or {% data variables.product.support_ticket_priority_low %}. For more information, see "[Assigning a priority to a support ticket](/enterprise/admin/guides/enterprise-support/about-github-premium-support-for-github-enterprise-server#assigning-a-priority-to-a-support-ticket)" and "[Submitting a ticket](/enterprise/admin/guides/enterprise-support/submitting-a-ticket)."
+
 ### Viewing past support tickets
 
 You can use the {% data variables.contact.enterprise_portal %} to view past support tickets.
 
 1. Navigate to the {% data variables.contact.contact_enterprise_portal %}.
 2. Click **My tickets**.
-![View past submitted tickets](/assets/images/enterprise/support/view-past-tickets.png)
-
-## Contacting {% data variables.contact.premium_support %}
-
-{% data variables.contact.enterprise_support %} customers can open a support ticket using the {% data variables.product.prodname_ghe_server %} {% data variables.enterprise.management_console %} or the {% data variables.contact.contact_enterprise_portal %}. Mark its priority as {% data variables.product.support_ticket_priority_urgent %}, {% data variables.product.support_ticket_priority_high %}, {% data variables.product.support_ticket_priority_normal %}, or {% data variables.product.support_ticket_priority_low %}. For more information, see "[Assigning a priority to a support ticket](/enterprise/admin/guides/enterprise-support/about-github-premium-support-for-github-enterprise-server#assigning-a-priority-to-a-support-ticket)" and "[Submitting a ticket](/enterprise/admin/guides/enterprise-support/submitting-a-ticket)."
 
 {% endif %}
 ## Contacting sales

content/admin/enterprise-support/receiving-help-from-github-support/submitting-a-ticket.md

@@ -27,26 +27,14 @@ After submitting your support request and optional diagnostic information, {% da
 
 ## Submitting a ticket using the {% data variables.contact.enterprise_portal %}
 
-{% data reusables.support.zendesk-deprecation %}
+{% data reusables.support.zendesk-old-tickets %}
 
-1. Navigate to the {% data variables.contact.contact_enterprise_portal %}.
-5. Click **Submit a Ticket**
-  ![Submit a ticket to Enterprise Support team](/assets/images/enterprise/support/submit-ticket-button.png)
-{% data reusables.enterprise_enterprise_support.submit-support-ticket-first-section %}
-{% data reusables.enterprise_enterprise_support.submit-support-ticket-second-section %}
+To submit a ticket about {% data variables.product.product_location_enterprise %}, you must be an owner, billing manager, or member with support entitlement. For more information, see "[Managing support entitlements for your enterprise](/enterprise-cloud@latest/admin/user-management/managing-users-in-your-enterprise/managing-support-entitlements-for-your-enterprise)."
 
-## Submitting a ticket using your enterprise account
+If you cannot sign in to your account on {% data variables.product.prodname_dotcom_the_website %} or do not have support entitlement, you can still submit a ticket by providing your license or a diagnostics file from your server.
 
-{% data reusables.enterprise-accounts.access-enterprise-on-dotcom %}
-{% data reusables.enterprise-accounts.settings-tab %}
-3. In the left sidebar, click **Enterprise licensing**.
-  !["Enterprise licensing" tab in the enterprise account settings sidebar](/assets/images/help/enterprises/enterprise-licensing-tab.png)
-4. Under "{% data variables.product.prodname_enterprise %} Help", click **{% data variables.contact.enterprise_support %} Portal**.
-  ![Link to navigate to Enterprise support site](/assets/images/enterprise/support/enterprise-support-link.png)
-5. Click **Submit a Ticket**
-  ![Submit a ticket to Enterprise Support team](/assets/images/enterprise/support/submit-ticket-button.png)
-{% data reusables.enterprise_enterprise_support.submit-support-ticket-first-section %}
-{% data reusables.enterprise_enterprise_support.submit-support-ticket-second-section %}
+1. Navigate to the {% data variables.contact.contact_support_portal %}.
+{% data reusables.support.submit-a-ticket %}
 
 ## Submitting a ticket using the {% data variables.product.product_name %} {% data variables.enterprise.management_console %}
 
@@ -56,15 +44,9 @@ After submitting your support request and optional diagnostic information, {% da
 {% data reusables.enterprise_management_console.support-link %}
 5. If you'd like to include diagnostics with your support ticket, Under "Diagnostics", click **Download diagnostic info** and save the file locally. You'll attach this file to your support ticket later.
   ![Button to download diagnostics info](/assets/images/enterprise/support/download-diagnostics-info-button.png)
-6. Under "Open Support Request", click **New support request**.
+6. To complete your ticket and display the {% data variables.contact.enterprise_portal %}, under "Open Support Request", click **New support request**.
   ![Button to open a support request](/assets/images/enterprise/management-console/open-support-request.png)
-5. Click **Submit a Ticket**
-  ![Submit a ticket to Enterprise Support team](/assets/images/enterprise/support/submit-ticket-button.png)
-{% data reusables.enterprise_enterprise_support.submit-support-ticket-first-section %}
-14. To include diagnostics with your support ticket, click **Add file**, then attach the diagnostics file you downloaded.
-  ![Add file button](/assets/images/enterprise/support/support-ticket-add-file.png)
-{% data reusables.enterprise_enterprise_support.submit-support-ticket-second-section %}
-7. Click **Submit**.
+{% data reusables.support.submit-a-ticket %}
 
 {% endif %}
 

content/github/working-with-github-support/about-github-support.md

@@ -26,11 +26,11 @@ To see if there are currently any incidents affecting services on {% data variab
 
 ## Contacting {% data variables.contact.github_support %}
 
-{% data reusables.support.zendesk-deprecation %}
+{% data reusables.support.zendesk-old-tickets %}
 
 You can use the {% data variables.contact.community_support_forum %} to browse topics, ask questions, share solutions, and interact directly with {% data variables.contact.community_support %}. 
 
-To report account, security, and abuse issues, or to receive assisted support for a paid account, visit the {% data variables.contact.contact_support_portal %}. If you are an administrator for {% data variables.product.prodname_ghe_server %} without a user account on {% data variables.product.prodname_dotcom_the_website %}, visit the {% data variables.contact.contact_enterprise_portal %}. Email communication from GitHub Support will always be sent from either a `github.com` or `githubsupport.com` address.
+To report account, security, and abuse issues, or to receive assisted support for a paid account, visit the {% data variables.contact.contact_support_portal %}. Email communication from GitHub Support will always be sent from either a `github.com` or `githubsupport.com` address.
 
 ## Granting {% data variables.contact.github_support %} temporary access to a private repository
 

content/github/working-with-github-support/github-enterprise-cloud-support.md

@@ -19,7 +19,7 @@ shortTitle: GitHub Enterprise Cloud
 
 {% endnote %}
 
-{% data reusables.support.zendesk-deprecation %}
+{% data reusables.support.zendesk-old-tickets %}
 
 You can submit priority questions if you have purchased {% data variables.product.prodname_ghe_cloud %} or if you're a member, outside collaborator, or billing manager of a {% data variables.product.prodname_dotcom %} organization currently subscribed to {% data variables.product.prodname_ghe_cloud %}.
 
@@ -30,7 +30,7 @@ Questions that qualify for priority responses:
 - Include questions only about organizations currently using {% data variables.product.prodname_ghe_cloud %}
 
 To qualify for a priority response, you must:
-- Submit your question to [{% data variables.contact.enterprise_support %}](https://enterprise.githubsupport.com/hc/en-us/requests/new?github_product=cloud) from a verified email address that's associated with an organization currently using {% data variables.product.prodname_ghe_cloud %}
+- Submit your question to [{% data variables.contact.enterprise_support %}](https://support.github.com/contact?tags=docs-generic) from a verified email address that's associated with an organization currently using {% data variables.product.prodname_ghe_cloud %}
 - Submit a new support ticket for each individual priority situation
 - Submit your question from Monday-Friday in your local time zone
 - Understand that the response to a priority question will be received via email

content/github/working-with-github-support/submitting-a-ticket.md

@@ -18,11 +18,13 @@ If you do not have an enterprise account, please use the {% data variables.conta
 
 ## Submitting a ticket using the {% data variables.contact.support_portal %}
 
+{% data reusables.support.zendesk-old-tickets %}
+
 1. Navigate to the {% data variables.contact.contact_support_portal %}.
-2. Under "Name," type your name.
-![Name field](/assets/images/help/support/name-field.png)
-3. Use the Email drop-down menu, and select the email address you'd like {% data variables.contact.github_support %} to contact.
-![Email field](/assets/images/help/support/email-field.png)
+2. Select the **Account or organization** drop-down menu and click the name of the account, organization, or enterprise your ticket is regarding.
+![Account field](/assets/images/help/support/account-field.png)
+2. Select the **From** drop-down menu and click the email address you'd like {% data variables.contact.github_support %} to contact.
+![Email field](/assets/images/help/support/from-field.png)
 4. Under "Subject", type a descriptive title for the issue you're having.
 ![Subject field](/assets/images/help/support/subject-field.png)
 5. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. Helpful information may include:
@@ -34,16 +36,6 @@ If you do not have an enterprise account, please use the {% data variables.conta
 7. Click **Send request**.
 ![Send request button](/assets/images/help/support/send-request-button.png)
 
-## Submitting a ticket using the {% data variables.contact.enterprise_portal %}
-
-{% data reusables.support.zendesk-deprecation %}
-
-1. Navigate to the {% data variables.contact.contact_enterprise_portal %}.
-5. Click **Submit a Ticket**
-  ![Submit a ticket to Enterprise Support team](/assets/images/enterprise/support/submit-ticket-button.png)
-{% data reusables.enterprise_enterprise_support.submit-support-ticket-first-section %}
-{% data reusables.enterprise_enterprise_support.submit-support-ticket-second-section %}
-
 ## Further reading
 - "[{% data variables.product.prodname_dotcom %}'s products](/github/getting-started-with-github/githubs-products)"
 - "[About {% data variables.contact.github_support %}](/articles/about-github-support)"

data/release-notes/enterprise-server/2-21/17.yml

@@ -18,7 +18,7 @@ sections:
     - Security alerts are not reported when pushing to a repository on the command line.
     - |
       Log rotation may fail to signal services to transition to new log files, leading to older log files continuing to be used, and eventual root disk space exhaustion.
-      To remedy and/or prevent this issue, run the following commands in the [administrative shell](https://docs.github.com/en/enterprise-server/admin/configuration/accessing-the-administrative-shell-ssh) (SSH), or contact [GitHub Enterprise Support](https://enterprise.githubsupport.com/hc/en-us) for assistance:
+      To remedy and/or prevent this issue, run the following commands in the [administrative shell](https://docs.github.com/en/enterprise-server/admin/configuration/accessing-the-administrative-shell-ssh) (SSH), or contact [GitHub Enterprise Support](https://support.github.com/contact) for assistance:
 
       ```
       printf "PATH=/usr/local/sbin:/usr/local/bin:/usr/local/share/enterprise:/usr/sbin:/usr/bin:/sbin:/bin\n29,59 * * * * root /usr/sbin/logrotate /etc/logrotate.conf\n" | sudo sponge /etc/cron.d/logrotate

data/release-notes/enterprise-server/2-22/9.yml

@@ -24,7 +24,7 @@ sections:
     - When "Users can search GitHub.com" is enabled with GitHub Connect, issues in private and internal repositories are not included in GitHub.com search results.
     - |
       Log rotation may fail to signal services to transition to new log files, leading to older log files continuing to be used, and eventual root disk space exhaustion.
-      To remedy and/or prevent this issue, run the following commands in the [administrative shell](https://docs.github.com/en/enterprise-server/admin/configuration/accessing-the-administrative-shell-ssh) (SSH), or contact [GitHub Enterprise Support](https://enterprise.githubsupport.com/hc/en-us) for assistance:
+      To remedy and/or prevent this issue, run the following commands in the [administrative shell](https://docs.github.com/en/enterprise-server/admin/configuration/accessing-the-administrative-shell-ssh) (SSH), or contact [GitHub Enterprise Support](https://support.github.com/contact) for assistance:
 
       ```
       printf "PATH=/usr/local/sbin:/usr/local/bin:/usr/local/share/enterprise:/usr/sbin:/usr/bin:/sbin:/bin\n29,59 * * * * root /usr/sbin/logrotate /etc/logrotate.conf\n" | sudo sponge /etc/cron.d/logrotate

data/release-notes/enterprise-server/3-0/1.yml

@@ -34,7 +34,7 @@ sections:
     - 'Git LFS tracked files [uploaded through the web interface](https://github.com/blog/2105-upload-files-to-your-repositories) are incorrectly added directly to the repository.'
     - 'Issues cannot be closed if they contain a permalink to a blob in the same repository where the file path is longer than 255 characters.'
     - 'When "Users can search GitHub.com" is enabled with GitHub Connect, issues in private and internal repositories are not included in GitHub.com search results.'
-    - 'When maintenance mode is enabled, some services continue to be listed as "active processes". The services identified are expected to run during maintenance mode. If you experience this issue and are unsure, contact [GitHub Enterprise Support](https://enterprise.githubsupport.com/hc/en-us).'
+    - 'When maintenance mode is enabled, some services continue to be listed as "active processes". The services identified are expected to run during maintenance mode. If you experience this issue and are unsure, contact [GitHub Enterprise Support](https://support.github.com/contact).'
     - 'Duplicated logging to `/var/log/messages`, `/var/log/syslog`, and `/var/log/user.log` results in increased root volume utilization.'
     - 'Users can dismiss a mandatory message without checking all checkboxes.'
     - '[Pre-receive hook scripts](/admin/policies/enforcing-policy-with-pre-receive-hooks) cannot write temporary files, which may cause script execution to fail. Users who use pre-receive hooks should test in a staging environment to see if scripts require write access.'

data/release-notes/enterprise-server/3-0/2.yml

@@ -26,7 +26,7 @@ sections:
     - Git LFS tracked files [uploaded through the web interface](https://github.com/blog/2105-upload-files-to-your-repositories) are incorrectly added directly to the repository.
     - Issues cannot be closed if they contain a permalink to a blob in the same repository where the file path is longer than 255 characters.
     - When "Users can search GitHub.com" is enabled with GitHub Connect, issues in private and internal repositories are not included in GitHub.com search results.
-    - When maintenance mode is enabled, some services continue to be listed as "active processes". The services identified are expected to run during maintenance mode. If you experience this issue and are unsure, contact [GitHub Enterprise Support](https://enterprise.githubsupport.com/hc/en-us).
+    - When maintenance mode is enabled, some services continue to be listed as "active processes". The services identified are expected to run during maintenance mode. If you experience this issue and are unsure, contact [GitHub Enterprise Support](https://support.github.com/contact).
     - Jupyter Notebook rendering in the web UI may fail if the notebook includes non-ASCII UTF-8 characters.
     - reStructuredText (RST) rendering in the web UI may fail and instead display raw RST markup text.
     - Old builds of Pages are not cleaned up, which could fill up the user disk (`/data/user/`).

data/release-notes/enterprise-server/3-0/3.yml

@@ -25,14 +25,14 @@ sections:
     - Git LFS tracked files [uploaded through the web interface](https://github.com/blog/2105-upload-files-to-your-repositories) are incorrectly added directly to the repository.
     - Issues cannot be closed if they contain a permalink to a blob in the same repository where the file path is longer than 255 characters.
     - When "Users can search GitHub.com" is enabled with GitHub Connect, issues in private and internal repositories are not included in GitHub.com search results.
-    - When maintenance mode is enabled, some services continue to be listed as "active processes". The services identified are expected to run during maintenance mode. If you experience this issue and are unsure, contact [GitHub Enterprise Support](https://enterprise.githubsupport.com/hc/en-us).
+    - When maintenance mode is enabled, some services continue to be listed as "active processes". The services identified are expected to run during maintenance mode. If you experience this issue and are unsure, contact [GitHub Enterprise Support](https://support.github.com/contact).
     - Jupyter Notebook rendering in the web UI may fail if the notebook includes non-ASCII UTF-8 characters.
     - reStructuredText (RST) rendering in the web UI may fail and instead display raw RST markup text.
     - Old builds of Pages are not cleaned up, which could fill up the user disk (`/data/user/`).
     - When deleting a branch after merging a pull request, an error message appears although the branch deletion succeeds.
     - |
       Log rotation may fail to signal services to transition to new log files, leading to older log files continuing to be used, and eventual root disk space exhaustion.
-      To remedy and/or prevent this issue, run the following commands in the [administrative shell](https://docs.github.com/en/enterprise-server/admin/configuration/accessing-the-administrative-shell-ssh) (SSH), or contact [GitHub Enterprise Support](https://enterprise.githubsupport.com/hc/en-us) for assistance:
+      To remedy and/or prevent this issue, run the following commands in the [administrative shell](https://docs.github.com/en/enterprise-server/admin/configuration/accessing-the-administrative-shell-ssh) (SSH), or contact [GitHub Enterprise Support](https://support.github.com/) for assistance:
 
       ```
       printf "PATH=/usr/local/sbin:/usr/local/bin:/usr/local/share/enterprise:/usr/sbin:/usr/bin:/sbin:/bin\n29,59 * * * * root /usr/sbin/logrotate /etc/logrotate.conf\n" | sudo sponge /etc/cron.d/logrotate

data/release-notes/enterprise-server/3-2/0-rc1.yml

@@ -282,7 +282,7 @@ sections:
     - heading: Deprecation of XenServer Hypervisor support
       notes:
         # https://github.com/github/docs-content/issues/4439
-        - Beginning in {% data variables.product.prodname_ghe_server %} 3.1, we will begin discontinuing support for Xen Hypervisor. The complete deprecation is scheduled for {% data variables.product.prodname_ghe_server %} 3.3, following the standard one year deprecation window. Please contact [GitHub Support](https://enterprise.githubsupport.com/hc/en-us/signin) with questions or concerns.
+        - Beginning in {% data variables.product.prodname_ghe_server %} 3.1, we will begin discontinuing support for Xen Hypervisor. The complete deprecation is scheduled for {% data variables.product.prodname_ghe_server %} 3.3, following the standard one year deprecation window. Please contact [GitHub Support](https://support.github.com/contact) with questions or concerns.
     - heading: Removal of Legacy GitHub Services
       notes:
         # https://github.com/github/releases/issues/1506

data/release-notes/enterprise-server/3-2/0.yml

@@ -282,7 +282,7 @@ sections:
     - heading: Deprecation of XenServer Hypervisor support
       notes:
         # https://github.com/github/docs-content/issues/4439
-        - Beginning in {% data variables.product.prodname_ghe_server %} 3.1, we will begin discontinuing support for Xen Hypervisor. The complete deprecation is scheduled for {% data variables.product.prodname_ghe_server %} 3.3, following the standard one year deprecation window. Please contact [GitHub Support](https://enterprise.githubsupport.com/hc/en-us/signin) with questions or concerns.
+        - Beginning in {% data variables.product.prodname_ghe_server %} 3.1, we will begin discontinuing support for Xen Hypervisor. The complete deprecation is scheduled for {% data variables.product.prodname_ghe_server %} 3.3, following the standard one year deprecation window. Please contact [GitHub Support](https://support.github.com/contact) with questions or concerns.
     - heading: Removal of Legacy GitHub Services
       notes:
         # https://github.com/github/releases/issues/1506

data/reusables/enterprise_enterprise_support/sign-in-to-support.md

@@ -1 +1 @@
-1. Visit https://enterprise.github.com/support and sign in (if prompted).
+1. If a support engineer has given you an upload link for your support bundle, use this link. Otherwise, visit https://support.github.com/ and sign in (if prompted) to an enterprise account that is entitled to support.

data/reusables/enterprise_enterprise_support/upload-support-bundle.md

@@ -1 +1 @@
-1. Visit https://enterprise.github.com/support/bundles/new and upload your support bundle.
+1. Visit https://support.github.com/uploads and upload your support bundle.

data/reusables/support/submit-a-ticket.md

@@ -0,0 +1,24 @@
+1. Select the **Account or organization** drop-down menu and click the name of your enterprise.
+![Account field](/assets/images/help/support/account-field.png)
+1. Select the **From** drop-down menu and click the email address you'd like {% data variables.contact.github_support %} to contact.
+![Email field](/assets/images/help/support/from-field.png)
+1. Select the **Product** drop-down menu and click **GitHub Enterprise Server (self-hosted)**.
+![Product field](/assets/images/help/support/product-field.png)
+1. Select the **Release series** drop-down menu and click the release {% data variables.product.product_location_enterprise %} is running.
+![Release field](/assets/images/help/support/release-field.png)
+1. Select the **Priority** drop-down menu and click the appropriate urgency. For more information, see "[Assigning a priority to a support ticket](/admin/enterprise-support/overview/about-github-enterprise-support#assigning-a-priority-to-a-support-ticket)."
+  ![Priority field](/assets/images/help/support/priority-field.png)
+    - Choose **{% data variables.product.support_ticket_priority_urgent %}** to report {% ifversion fpt or ghec %}critical system failure{% else %}fatal system failures, outages impacting critical system operations, security incidents, and expired licenses{% endif %}.
+    - Choose **{% data variables.product.support_ticket_priority_high %}** to report issues impacting business operations, including {% ifversion fpt or ghec %}removing sensitive data (commits, issues, pull requests, uploaded attachments) from your own accounts and organization restorations{% else %}system performance issues{% endif %}, or to report critical bugs.
+    - Choose **{% data variables.product.support_ticket_priority_normal %}** to {% ifversion fpt or ghec %}request account recovery or spam unflagging, report user login issues{% else %}make technical requests like configuration changes and third-party integrations{% endif %}, and to report non-critical bugs.
+    - Choose **{% data variables.product.support_ticket_priority_low %}** to ask general questions and submit requests for new features, purchases, training, or health checks.
+1. Under "Subject", type a descriptive title for the issue you're having.
+![Subject field](/assets/images/help/support/subject-field.png)
+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](/assets/images/help/support/how-can-we-help-field.png)
+    - Steps to reproduce the issue
+    - 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 diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
+7. Click **Send request**.
+![Send request button](/assets/images/help/support/send-request-button.png)

data/reusables/support/zendesk-old-tickets.md

@@ -0,0 +1,5 @@
+{% note %}
+
+If you have previously contacted {% data variables.contact.enterprise_support %} through the deprecated GitHub Enterprise Support portal, you should use the {% data variables.contact.contact_support_portal %} to open new tickets but you can still view your past tickets at [https://enterprise.githubsupport.com](https://enterprise.githubsupport.com).
+
+{% endnote %}

data/variables/contact.yml

@@ -1,5 +1,4 @@
-# TODO: Replace with support.github.com once portal is deprecated.
-contact_ent_support: '[GitHub Enterprise Support](https://enterprise.githubsupport.com/hc/en-us) or [GitHub Premium Support](https://premium.githubsupport.com)'
+contact_ent_support: '[GitHub Enterprise Support](https://support.github.com/contact?tags=docs-generic)'
 
 contact_support: >-
   {% ifversion fpt or ghec %}[GitHub Support](https://support.github.com/contact?tags=docs-generic){% elsif ghes %}your site administrator{% elsif ghae %}your enterprise owner{% endif %}
@@ -29,9 +28,9 @@ github_support: 'GitHub Support'
 # The team that provides Premium Support
 premium_support: 'GitHub Premium Support'
 
-# Enterprise Support portal
-enterprise_portal: 'GitHub Enterprise Support portal'
-contact_enterprise_portal: '[GitHub Enterprise Support portal](https://enterprise.githubsupport.com/hc/en-us)'
+# Enterprise Support portal (previously the Zendesk portal at enterprise.githubsupport.com)
+enterprise_portal: 'GitHub Support portal'
+contact_enterprise_portal: '[GitHub Support portal](https://support.github.com/contact?tags=docs-generic)'
 
 # Azure support (GitHub AE) portal
 ae_azure_portal: 'Azure Support portal'