How long are you waiting for Support Ticket Responses?

[lachlanhuntms]

Discussion Type

Product Feedback

Discussion Content

Hi. I've posted a support ticket (#4617806) which is just asking for ownership to be switched on an Organisation where the original owner has left our company. I thought this would be a fairly routine task to carry out. Is anyone else waiting days or weeks without a response or ETA?

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[trtajim]

Well,

Support ticket wait times can vary quite a bit depending on volume and ticket type, so it's not unusual to see delays even on requests that sound routine — but a few things worth trying in the meantime:

• Reply directly on the ticket (rather than opening a new one) to bump it — tickets that go quiet sometimes just need a nudge, and adding any new relevant detail (e.g., confirmation the departing owner has no other admins on the org) can help it get triaged faster.
• For organization ownership transfers specifically, it helps to make sure the ticket clearly states: the org name, that the current owner has left the company and is unreachable, and that you're requesting to be added as an owner (or have an existing owner promoted) — this is a well-documented support flow, so a clearly-scoped request tends to move faster than a vague one.
• If your organization is on a paid plan (Team/Enterprise), you may have access to a higher-priority support tier — worth checking your plan's SLA on GitHub's support page, since Enterprise customers often have guaranteed response windows.
• If there's genuinely no other admin/owner on the org and the departed owner is unreachable, mention that explicitly — GitHub has a specific verification process for these "orphaned org" cases, and flagging it as such (rather than a general question) can route it to the right team.

[cybertanks]

The response time for GitHub Support tickets can vary depending on the issue and current support volume. Some users receive a response within a few days, while more complex cases may take longer. If you have already submitted a ticket, it’s best to wait for a response and follow up on the same ticket if necessary rather than creating multiple requests. For more information, cybertanks.io.