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.

[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.

[fenndragon]

Yeah, there's still been no response. At this point due to the amount of money and development work this is costing us to remain in limbo we're going to be proceeding with a competitor. I've made this clear on the ticket and had warned that this was a possibility from the start.

GitHub support is atrocious, they most definitely shouldn't be utilizing ai tools to lock repositories and flag repos if it takes longer than this to correct their mistakes.

[fenndragon]

I mean at the very least, have the AI flags be a admin sided thing on the backend that warns a repo should be looked into, not automatically locking it. This is clearly something that needs human oversight

[melga-xelmind]

same issue here, my account get flagged a week ago, and still no response on my ticket.

[manavpatil-dev0]

This is exactly where automated enforcement needs a reliable human escalation path.

If coordinated mass reporting can effectively disable an entire organization and halt a development team for over a week, then the damage is already done even if the organization is eventually restored.

Abuse detection is necessary, but organization-wide actions should have faster human review, especially when repositories and active development workflows are affected. A clear appeal status and escalation process would make a huge difference here.

[fenndragon]

Yeah there still hasn't been a response. This system NEEDS to be fixed. Otherwise one disgruntled person could completely cripple every business that uses GitHub entirely

[melga-xelmind]

This is indeed a massive risk. flags seem based on statistical features only, it's unexplainable. I still have no clue why my main account was flagged; it might just be that I cloned a larger number of repos that day. The rules are undisclosed, and there were no warning prompts at all when the action was taken. I have been using this main account normally for 20 years, and now many legitimate services relying on third-party login via this GitHub account have had to be suspended. If GitHub Enterprise faces the same flaws, the implications are truly alarming. Just think about what a disgruntled employee could do…

[fenndragon]

Yeah I'm thinking this might be a situation where a worst case scenario might be necessary for GitHub to actually take notice and fix the issue

[fenndragon]

its now been a month without the actual ticket having any response at all whatsoever. if our company relied on github and did not launch an alternative emergency measure I could very well see it getting bankrupted by something like this.