I´d suggest to look here:
From there you can jump into more detailed help, eg. for written incidents.
You need a valid s-user to be able to create an incident.
Start here https://support.sap.com/en/index.html --> Report an Incident. You'll need a customer number and an S-User to create a ticket.
If by any chance your question is about SuccessFactors, I can also recommend you this alternative channel https://support.sap.com/en/my-support/product-support/ask-expert-peer.html