diff --git a/content/en/account_management/guide/_index.md b/content/en/account_management/guide/_index.md index 5b0d8385d18..174218c0ec7 100644 --- a/content/en/account_management/guide/_index.md +++ b/content/en/account_management/guide/_index.md @@ -20,5 +20,5 @@ cascade: {{< nextlink href="account_management/guide/teams-and-access" >}}Manage your access with teams{{< /nextlink >}} {{< nextlink href="account_management/guide/secure-configuration" >}}Recommended secure configuration{{< /nextlink >}} {{< nextlink href="account_management/guide/manage-datadog-with-terraform" >}}Manage Datadog with Terraform{{< /nextlink >}} - {{< nextlink href="account_management/guide/access-your-support-ticket" >}}Access your Support ticket{{< /nextlink >}} + {{< nextlink href="account_management/guide/manage-your-support-tickets" >}}Manage your support tickets{{< /nextlink >}} {{< /whatsnext >}} diff --git a/content/en/account_management/guide/access-your-support-ticket.md b/content/en/account_management/guide/access-your-support-ticket.md deleted file mode 100644 index fe7fcadb184..00000000000 --- a/content/en/account_management/guide/access-your-support-ticket.md +++ /dev/null @@ -1,77 +0,0 @@ ---- -title: Access Your Support Ticket -description: Learn how to create new support tickets and access your existing Datadog support tickets through the Zendesk portal. -aliases: - - /developers/faq/access-your-support-ticket - - /account_management/faq/access-your-support-ticket -further_reading: -- link: "/getting_started/support/" - tag: "Documentation" - text: "Getting Started with Datadog Support" ---- - -## Creating a support ticket - -To create a new support ticket, click on the appropriate Site link and click **Submit a request** to fill out a ticket form. - -{{< whatsnext desc="Support page by Datadog site:">}} - {{< nextlink href="https://help.datadoghq.com/" >}} US1, US3, US5, EU, AP1, AP2 {{< /nextlink >}} - {{< nextlink href="https://govsupport.ddog-gov.com/" >}}US1-FED{{< /nextlink >}} -{{< /whatsnext >}} - -{{< img src="/account_management/guide/access_your_support_ticket/support_page.png" alt="Datadog Support landing page" style="width:100%;" >}} - -You can also access this form through Datadog from the [help page][2], from the left navgiation click on **?** -> **Resources**. Under *Support Tickets & Billing Questions* click on **New Support Ticket**. - -## Accessing existing tickets - -If you have opened at least one Datadog support ticket, follow this process to access all your Datadog support tickets: -1. From the Support page click **Sign in** on the top right. - -2. If this is your first time signing into your Datadog Zendesk account, click the link by **New to your Datadog Zendesk account? Sign up**. - -3. If you have previously emailed Datadog support, click **Emailed us for support? Get a password** and enter the same email address you used to contact Datadog support. - -4. After you receive the password in your email, log in and click **Manage your tickets** to see your requests: - -5. If you don't see the **My Activities** page after logging in, click on your name in the upper right corner, and then click **My Activities**. - -6. If you would like to view your entire organization's tickets, submit a request to Datadog support. - -{{< whatsnext desc="Support Page by Datadog Site:">}} - {{< nextlink href="https://help.datadoghq.com/" >}} US1, US3, US5, EU, AP1, AP2 {{< /nextlink >}} - {{< nextlink href="https://govsupport.ddog-gov.com/" >}}US1-FED{{< /nextlink >}} -{{< /whatsnext >}} - -## Password requirements - -To ensure the security of your account, any password used to sign in to Datadog's Zendesk support portal must meet the following requirements: - -1. Password complexity: - - Must include at least **12 characters**. - - Must contain **uppercase and lowercase letters (A-Z)**. - - Must include at least **one number (0-9)**. - - Must include at least **one special character** (for example, `!`, `@`, `#`, or `%`). - - Must **not resemble an email address**. - - Must **not include the word "Zendesk"**. -1. Failed attempts and lockout: - - Users are allowed a maximum of **5 attempts** before the account is locked out temporarily. -1. Prohibited sequences: - - Passwords cannot include more than a specified number of consecutive letters or numbers. For instance, if the limit is set to 4, the system rejects passwords like `admin12345`. -1. Previous passwords: - - Users cannot reuse a certain number of their previously used passwords. -1. Expiration Policy: - - Passwords must be updated at least **every 90 days**, or whenever prompted by the system. - -## Troubleshooting -### Error: Refused to connect -**Refused to connect** errors come from privacy settings that block third-party cookies. To solve this issue, make sure the browser allows third-party cookies from Zendesk. Find instructions on how to [Clear, enable, and manage cookies in Chrome][1] in Google Chrome Help. - -If your browser has ad-blockers, turn them off to see if this allows you to sign in. Some ad-blockers have their own list of exceptions. In this case, add **datadog.zendesk.com** to the allow list. - -## Further reading - -{{< partial name="whats-next/whats-next.html" >}} - -[1]: https://support.google.com/chrome/answer/95647 -[2]: https://app.datadoghq.com/help diff --git a/content/en/account_management/guide/manage-your-support-tickets.md b/content/en/account_management/guide/manage-your-support-tickets.md new file mode 100644 index 00000000000..d77559ea8c6 --- /dev/null +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -0,0 +1,155 @@ +--- +title: Manage Your Support Tickets +description: Learn how to create and manage Datadog support tickets, including on the GovCloud support portal. +aliases: + - /developers/faq/access-your-support-ticket + - /account_management/faq/access-your-support-ticket + - /account_management/guide/access-your-support-ticket +further_reading: +- link: "/getting_started/support/" + tag: "Documentation" + text: "Getting Started with Datadog Support" +--- + +
Select your Datadog site to see instructions for your support portal.
+ +{{< site-region region="us,us3,us5,eu,ap1" >}} + +

Create a support ticket

+ +

To create a new support ticket, navigate to the Datadog support site. At the bottom of the page, click Create a New Ticket to fill out a ticket form.

+ +

You can also access this form through Datadog. From the left navigation, hover over Help and click Support. Alternatively, navigate to the Datadog help page and click New Support Ticket.

+ +

Access existing tickets

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If you have opened at least one Datadog support ticket, follow this process to access all your Datadog support tickets:

+
    +
  1. From the Support page click Sign in on the top right.
    2. +
  2. If this is your first time signing into your Datadog Zendesk account, click New to your Datadog Zendesk account? Sign up.
    3. +
  3. If you have previously emailed Datadog support, click Emailed us for support? Get a password and enter the email address you used to contact Datadog support.
    4. +
  4. After you receive the password in your email, log in and click Manage your tickets to see your requests.
    5. +
  5. If you don't see the My Activities page after logging in, click on your name in the upper right corner, and then click My Activities.
    6. +
  6. To view your entire organization's tickets, submit a request to Datadog support.
    7. +
+ +{{< whatsnext desc="Support Page by Datadog Site:">}} + {{< nextlink href="https://help.datadoghq.com/" >}} US1, US3, US5, EU, AP1, AP2 {{< /nextlink >}} +{{< /whatsnext >}} + +

Password requirements

+ +

To ensure the security of your account, any password used to sign in to Datadog's Zendesk support portal must meet the following requirements:

+
    +
  1. Password complexity: + +
    2. +
  2. Failed attempts and lockout: + +
    3. +
  3. Prohibited sequences: + +
    4. +
  4. Previous passwords: + +
    5. +
  5. Expiration policy: + +
    6. +
+ +

Troubleshooting

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Error: Refused to connect

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Refused to connect errors come from privacy settings that block third-party cookies. To solve this issue, make sure the browser allows third-party cookies from Zendesk. Find instructions on how to Clear, enable, and manage cookies in Chrome in Google Chrome Help.

+ +

If your browser has ad-blockers, turn them off to see if this allows you to sign in. Some ad-blockers have their own list of exceptions. In this case, add datadog.zendesk.com to the allow list.

+ +

Further reading

+ +{{< partial name="whats-next/whats-next.html" >}} + +{{< /site-region >}} + +{{< site-region region="gov" >}} + + +

Register on the portal

+ +

If you are a first-time user, follow these steps to register an account:

+ +
    +
  1. Navigate to the Datadog GovCloud support portal.
    2. +
  2. Click Sign Up.
    3. +
  3. Complete the registration form using the email address associated with your existing GovCloud Datadog account.
    4. +
  4. In a separate browser tab, navigate to your email. Open the verification email from help@ddog-gov.com and copy the verification code.
    5. +
  5. In the Datadog GovCloud support portal, enter the verification code.
    6. +
  6. Click Verify.
    7. +
+ +

Note: After registration, your login username is your email with .ddgov.support appended (for example, john@agency.gov.ddgov.support). Use this full username when logging in.

+ +

Create a new case

+ +

To create a new case:

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    +
  1. Navigate to the Datadog GovCloud support portal.
    2. +
  2. Log in with the username format [name]@[domain].ddgov.support.
    3. +
  3. Click Create a New Case.
    4. +
  4. Complete the form.
    5. +
  5. Click Submit & Upload Files.
    6. +
  6. Optionally, upload supporting files. Accepted file types include .txt, .csv, .xls, .xlsx, .doc, .otf, .yaml, .log, .conf, .tf, .zip, and .pcap.
    7. +
  7. Click Submit.
    8. +
+ +

Access existing cases

+ +

If you have opened at least one Datadog case, follow this process to access your cases:

+ +
    +
  1. Log in at the Datadog GovCloud support portal.
    2. +
  2. Change the filter from Recently Viewed to Cases to view all cases.
    3. +
  3. Click Case Number or Subject to view details.
    4. +
+ +

Note: Historical Zendesk cases are not migrated; legacy Zendesk is read-only.

+ +

Troubleshooting

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Cannot see new cases

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Change the filter from Recently Viewed to Cases.

+ +

Login issues

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Make sure your full username includes the .ddgov.support suffix.

+ +

Password reset not received

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Click Forgot Password and follow the process with your full username (with the .ddgov.support suffix).

+ +

Registration error

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Your account may already exist. Click Forgot Password and enter your full username, including the .ddgov.support suffix (for example, john@agency.gov.ddgov.support). If you are still unable to access your account, contact support@ddog-gov.com.

+ +

Further reading

+{{< partial name="whats-next/whats-next.html" >}} + +{{< /site-region >}} diff --git a/content/en/getting_started/support/_index.md b/content/en/getting_started/support/_index.md index 35e05191d13..4259c4bbe9c 100644 --- a/content/en/getting_started/support/_index.md +++ b/content/en/getting_started/support/_index.md @@ -5,9 +5,9 @@ further_reading: - link: "https://docs.datadoghq.com/agent/troubleshooting/" tag: "Documentation" text: "Agent Troubleshooting" -- link: "/account_management/guide/access-your-support-ticket" +- link: "/account_management/guide/manage-your-support-tickets" tag: "Documentation" - text: "Access Your Support Ticket" + text: "Manage Your support tickets" --- ## Overview