Organization flagged, support unresponsive

[fenndragon]

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Question

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My entire organization has been effectively disabled for over a week after a group of trolls decided to mass report it and apparently set off some ai flagging system for it to be taken down.

My support ticket for it still hasn't been answered nor has anyone else's from my organization. At this point we're all thinking of swapping to another provider cause it's literally halted the workflow for the entire dev team right when we were going to be doing a major server migration.

[fenndragon]

Update, I got a response on another ticket that my other ticket is "with the appropriate team" and that I would get a response on that one "soon" guess we will see?

[shaikh-samiha]

Since support has confirmed the ticket is already with the appropriate team, I'd avoid opening additional tickets unless they contain new information, as that can sometimes slow triage.

While waiting, it may help to:

Ensure an organization owner is replying on the existing ticket with any requested information.
Include the organization name, ticket number, and the business impact (for example, blocked deployments or migration deadlines) if you haven't already.
If this is affecting production workloads, mention that clearly in the existing support thread so the impact is documented.

Hopefully the support team can review the organization soon. If you're able to share the outcome afterward, it would be helpful for others who encounter the same situation.

[roohan-514]

A few extra points for your situation since it's an organization-level flag:

1. Org flags are reviewed by a separate trust & safety team — this is different from individual account suspensions. The queue is typically longer because each org review involves checking member lists, repo contents, and activity patterns. "With the appropriate team" is actually good news — it means it wasn't auto-closed.
2. Org owner email is key — make sure the reply on the ticket comes from an email associated with an organization owner account. If a non-owner replied, the team may not be able to act on it. Double-check that the ticket contact email is listed under an owner's verified email.
3. "Soon" timeframe — for org-level trust & safety reviews, "soon" typically means 3-7 business days from when it lands with the right team. If it's been a week already since the original ticket, you're likely close to the front of the queue.
4. Data export as backup — if you're worried about critical data, use the organization settings page to start a data export (Settings > Org settings > Export data). This works independently of the flag status in some cases — worth trying.
5. Post-resolution prevention — once resolved, enable organization-wide 2FA enforcement and limit who can create issues/repos to prevent the same mass-report attack vector. Consider enabling "Restrict email notifications to approved domains" if your org uses managed emails.
   The attacker exploiting mass-reporting is a known issue — GitHub's automated flagging system has been getting better at distinguishing coordinated false reports from legitimate flags, but it's not perfect. Hopefully your review comes through soon.

[fenndragon]

still no response on the main ticket, also they closed the other ticket (which they replied on about it) when it was unrelated, it was about the fact our Repos search function wasn't working anymore (it was erroring out and saying it was too big when it definitely isn't) =/ so just reopened that ticket now too. man what a weird way to do stuff.