From 78bebf98706bb53df8eb5af6840fb49bc99415ae Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Fri, 13 Mar 2026 13:10:14 -0500 Subject: [PATCH 01/19] Add US1-FED support ticket instructions with site-region shortcodes Made-with: Cursor --- .../guide/access-your-support-ticket.md | 145 ++++++++++++------ 1 file changed, 100 insertions(+), 45 deletions(-) diff --git a/content/en/account_management/guide/access-your-support-ticket.md b/content/en/account_management/guide/access-your-support-ticket.md index fe7fcadb184..1829f2b79f3 100644 --- a/content/en/account_management/guide/access-your-support-ticket.md +++ b/content/en/account_management/guide/access-your-support-ticket.md @@ -10,9 +10,13 @@ further_reading: text: "Getting Started with Datadog Support" --- -## Creating a support ticket +
Select your Datadog site to see instructions for your support portal.
-To create a new support ticket, click on the appropriate Site link and click **Submit a request** to fill out a ticket form. +{{< site-region region="us,us3,us5,eu,ap1" >}} + +

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 >}} @@ -21,57 +25,108 @@ To create a new support ticket, click on the appropriate Site link and click **S {{< 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. +

You can also access this form through Datadog from the help page, from the left navigation click on ? -> Resources. Under Support Tickets & Billing Questions click on New Support Ticket.

-4. After you receive the password in your email, log in and click **Manage your tickets** to see your requests: +

Accessing existing tickets

-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. +

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 the link by 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 same 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. If you would like 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 >}} {{< 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 +

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".
      • +
    +
    2. +
  2. Failed attempts and lockout: +
      +
    • Users are allowed a maximum of 5 attempts before the account is locked out temporarily.
      • +
    +
    3. +
  3. 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.
      • +
    +
    4. +
  4. Previous passwords: +
      +
    • Users cannot reuse a certain number of their previously used passwords.
      • +
    +
    5. +
  5. Expiration Policy: +
      +
    • Passwords must be updated at least every 90 days, or whenever prompted by the system.
      • +
    +
    6. +
+ +

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 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 +{{< /site-region >}} + +{{< site-region region="gov" >}} + +

Creating a Support Ticket

+
    +
  1. Navigate to https://govsupport.ddog-gov.com
    2. +
  2. Click Sign Up to register (first-time users)
    3. +
  3. Complete registration form using email associated with existing GovCloud Datadog account
    4. +
  4. Verify account via email from help@ddog-gov.com
    5. +
  5. Log in using username format: [name]@[domain].ddgov.support
    6. +
  6. Click Create a New Case and complete the form
    7. +
+ +

Accessing Existing Tickets

+
    +
  1. Log in at https://govsupport.ddog-gov.com
    2. +
  2. Change filter from Recently Viewed to Cases to view all tickets
    3. +
  3. Click Case Number or Subject to view details
    4. +
+ +

Notes

+ + +

Troubleshooting

+ + +{{< /site-region >}} From b01f98d6771774d5e9611aa76814e87a61bae6ae Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Tue, 17 Mar 2026 15:52:23 -0500 Subject: [PATCH 02/19] Update new ticket instructions --- .../guide/access-your-support-ticket.md | 10 +++------- 1 file changed, 3 insertions(+), 7 deletions(-) diff --git a/content/en/account_management/guide/access-your-support-ticket.md b/content/en/account_management/guide/access-your-support-ticket.md index 1829f2b79f3..bbfb2357e08 100644 --- a/content/en/account_management/guide/access-your-support-ticket.md +++ b/content/en/account_management/guide/access-your-support-ticket.md @@ -16,16 +16,12 @@ further_reading:

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.

+

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.

-{{< 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 >}} +

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

-{{< 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, from the left navigation click on ? -> Resources. Under Support Tickets & Billing Questions click on New Support Ticket.

+{{< img src="/account_management/guide/access_your_support_ticket/support_page.png" alt="Datadog Support landing page" style="width:100%;" >}}

Accessing existing tickets

From 06160092cb56c0fa0e72a571c89458734cf4ed1d Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Wed, 18 Mar 2026 16:28:23 -0500 Subject: [PATCH 03/19] Delete screenshot; update headings --- .../account_management/guide/access-your-support-ticket.md | 7 ++----- 1 file changed, 2 insertions(+), 5 deletions(-) diff --git a/content/en/account_management/guide/access-your-support-ticket.md b/content/en/account_management/guide/access-your-support-ticket.md index bbfb2357e08..77c5c6a602e 100644 --- a/content/en/account_management/guide/access-your-support-ticket.md +++ b/content/en/account_management/guide/access-your-support-ticket.md @@ -20,9 +20,6 @@ further_reading:

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

- -{{< img src="/account_management/guide/access_your_support_ticket/support_page.png" alt="Datadog Support landing page" style="width:100%;" >}} -

Accessing existing tickets

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

@@ -92,7 +89,7 @@ further_reading: {{< site-region region="gov" >}} -

Creating a Support Ticket

+

Creating a support ticket

  1. Navigate to https://govsupport.ddog-gov.com
  2. Click Sign Up to register (first-time users)
    3. @@ -102,7 +99,7 @@ further_reading:
  3. Click Create a New Case and complete the form
-

Accessing Existing Tickets

+

Accessing existing tickets

  1. Log in at https://govsupport.ddog-gov.com
  2. Change filter from Recently Viewed to Cases to view all tickets
    3. From 58c6d32ddccfe1adb8bcfa6c69833c686c767144 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Wed, 18 Mar 2026 16:29:44 -0500 Subject: [PATCH 04/19] Make headings present tense --- .../guide/access-your-support-ticket.md | 8 ++++---- 1 file changed, 4 insertions(+), 4 deletions(-) diff --git a/content/en/account_management/guide/access-your-support-ticket.md b/content/en/account_management/guide/access-your-support-ticket.md index 77c5c6a602e..99aa5d9cbff 100644 --- a/content/en/account_management/guide/access-your-support-ticket.md +++ b/content/en/account_management/guide/access-your-support-ticket.md @@ -14,13 +14,13 @@ further_reading: {{< site-region region="us,us3,us5,eu,ap1" >}} -

    Creating a support ticket

    +

    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, mouse over Help and click Support. Alternatively, navigate to the Datadog help page and click New Support Ticket.

    -

    Accessing existing tickets

    +

    Access existing tickets

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

      @@ -89,7 +89,7 @@ further_reading: {{< site-region region="gov" >}} -

      Creating a support ticket

      +

      Create a support ticket

      1. Navigate to https://govsupport.ddog-gov.com
      2. Click Sign Up to register (first-time users)
        3. @@ -99,7 +99,7 @@ further_reading:
      3. Click Create a New Case and complete the form
      -

      Accessing existing tickets

      +

      Access existing tickets

      1. Log in at https://govsupport.ddog-gov.com
      2. Change filter from Recently Viewed to Cases to view all tickets
        3. From 15b88501375edb86e8b8b72c77301763334199a5 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Wed, 18 Mar 2026 16:54:06 -0500 Subject: [PATCH 05/19] Separate registration and login steps --- .../guide/access-your-support-ticket.md | 37 ++++++++++++++----- 1 file changed, 28 insertions(+), 9 deletions(-) diff --git a/content/en/account_management/guide/access-your-support-ticket.md b/content/en/account_management/guide/access-your-support-ticket.md index 99aa5d9cbff..d61f92ae976 100644 --- a/content/en/account_management/guide/access-your-support-ticket.md +++ b/content/en/account_management/guide/access-your-support-ticket.md @@ -89,21 +89,40 @@ further_reading: {{< 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 an email address associated with your existing GovCloud Datadog account.
          4. +
        4. Verify your support account via the email from help@ddog-gov.com.
          5. +
        +

        Create a support ticket

        + +

        To create a support ticket:

        +
          -
        1. Navigate to https://govsupport.ddog-gov.com
          2. -
        2. Click Sign Up to register (first-time users)
          3. -
        3. Complete registration form using email associated with existing GovCloud Datadog account
          4. -
        4. Verify account via email from help@ddog-gov.com
          5. -
        5. Log in using username format: [name]@[domain].ddgov.support
          6. -
        6. Click Create a New Case and complete the form
          7. +
        7. Navigate to the Datadog GovCloud support portal.
          8. +
        8. Log in with the username format [name]@[domain].ddgov.support.
          9. +
        9. Click Create a New Case.
          10. +
        10. Complete the form.
          11. +
        11. Click Submit & Upload Files.
          12. +
        12. Optionally, upload supporting files.
          13. +
        13. Click Submit.

        Access existing tickets

        + +

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

        +
          -
        1. Log in at https://govsupport.ddog-gov.com
          2. -
        2. Change filter from Recently Viewed to Cases to view all tickets
          3. -
        3. Click Case Number or Subject to view details
          4. +
        4. Log in at the Datadog GovCloud support portal.
          5. +
        5. Change the filter from Recently Viewed to Cases to view all tickets.
          6. +
        6. Click Case Number or Subject to view details.

        Notes

        From eb8a3b3a76b53262333320514e9df68b2712fbfa Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Wed, 18 Mar 2026 17:04:03 -0500 Subject: [PATCH 06/19] Update registration steps --- .../guide/access-your-support-ticket.md | 16 +++++++++------- 1 file changed, 9 insertions(+), 7 deletions(-) diff --git a/content/en/account_management/guide/access-your-support-ticket.md b/content/en/account_management/guide/access-your-support-ticket.md index d61f92ae976..84758fd1223 100644 --- a/content/en/account_management/guide/access-your-support-ticket.md +++ b/content/en/account_management/guide/access-your-support-ticket.md @@ -97,13 +97,15 @@ further_reading:
        1. Navigate to the Datadog GovCloud support portal.
        2. Click Sign Up.
          3. -
        3. Complete the registration form using an email address associated with your existing GovCloud Datadog account.
          4. -
        4. Verify your support account via the email from help@ddog-gov.com.
          5. +
        5. Complete the registration form, using the email address associated with your existing GovCloud Datadog account.
          6. +
        6. In a separate browser tab, navigate to your email. Open the verification email from help@ddog-gov.com and copy the verification code.
          7. +
        7. In the Datadog GovCloud support portal, enter the verification code.
          8. +
        8. Click Verify.
        -

        Create a support ticket

        +

        Create a new case

        -

        To create a support ticket:

        +

        To create a new case:

        1. Navigate to the Datadog GovCloud support portal.
          2. @@ -115,13 +117,13 @@ further_reading:
        2. Click Submit.
        -

        Access existing tickets

        +

        Access existing cases

        -

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

        +

        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 tickets.
          3. +
        3. Change the filter from Recently Viewed to Cases to view all cases.
        4. Click Case Number or Subject to view details.
        From 84218e00db9dd8a90ebffc31a7d76ef4e41c1fe9 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Wed, 18 Mar 2026 17:07:44 -0500 Subject: [PATCH 07/19] Format file types as code --- .../en/account_management/guide/access-your-support-ticket.md | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/content/en/account_management/guide/access-your-support-ticket.md b/content/en/account_management/guide/access-your-support-ticket.md index 84758fd1223..8cb416b5fa2 100644 --- a/content/en/account_management/guide/access-your-support-ticket.md +++ b/content/en/account_management/guide/access-your-support-ticket.md @@ -113,7 +113,7 @@ further_reading:
      3. Click Create a New Case.
      4. Complete the form.
      5. Click Submit & Upload Files.
        6. -
      6. Optionally, upload supporting files.
        7. +
      7. Optionally, upload supporting files. Accepted file types include .txt, .csv, .xls, .xlsx, .doc, .otf, .yaml, .log, .conf, .tf, .zip, and .pcap.
      8. Click Submit.
      @@ -132,7 +132,7 @@ further_reading:
    1. Username format is email appended with .ddgov.support
    2. Historical Zendesk cases are not migrated; legacy Zendesk is read-only
    3. Verification emails come from help@ddog-gov.com
      4. -
    4. Accepted file types: .txt, .csv, .xls, .xlsx, .doc, .otf, .yaml, .log, .conf, .tf, .zip, .pcap
      5. +
    5. Accepted file types: .txt, .csv, .xls, .xlsx, .doc, .otf, .yaml, .log, .conf, .tf, .zip, .pcap

      6. Troubleshooting

      From 22cfbc8d0e82a28c01ddcdf37ae4022fa231db05 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Wed, 18 Mar 2026 17:11:15 -0500 Subject: [PATCH 08/19] Delete Notes section (info is in relevant sections) --- .../guide/access-your-support-ticket.md | 8 +------- 1 file changed, 1 insertion(+), 7 deletions(-) diff --git a/content/en/account_management/guide/access-your-support-ticket.md b/content/en/account_management/guide/access-your-support-ticket.md index 8cb416b5fa2..554fee2c44c 100644 --- a/content/en/account_management/guide/access-your-support-ticket.md +++ b/content/en/account_management/guide/access-your-support-ticket.md @@ -127,13 +127,7 @@ further_reading:
    6. Click Case Number or Subject to view details.
    -

    Notes

    -
      -
    • Username format is email appended with .ddgov.support
      • -
    • Historical Zendesk cases are not migrated; legacy Zendesk is read-only
      • -
    • Verification emails come from help@ddog-gov.com
      • -
    • Accepted file types: .txt, .csv, .xls, .xlsx, .doc, .otf, .yaml, .log, .conf, .tf, .zip, .pcap
      • -
    +

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

    Troubleshooting

      From da3910d505aba6fc2928e02312ff78eec554be13 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Thu, 19 Mar 2026 10:18:14 -0500 Subject: [PATCH 09/19] Revise troubleshooting section --- .../guide/access-your-support-ticket.md | 24 +++++++++++++------ 1 file changed, 17 insertions(+), 7 deletions(-) diff --git a/content/en/account_management/guide/access-your-support-ticket.md b/content/en/account_management/guide/access-your-support-ticket.md index 554fee2c44c..c0426f630a9 100644 --- a/content/en/account_management/guide/access-your-support-ticket.md +++ b/content/en/account_management/guide/access-your-support-ticket.md @@ -127,14 +127,24 @@ further_reading:
    • Click Case Number or Subject to view details.
-

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

+

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

Troubleshooting

-
    -
  • Cannot see new cases: Change filter from "Recently Viewed" to "Cases"
    • -
  • Login issues: Ensure full username with .ddgov.support suffix
    • -
  • Password reset not received: Use full username (with .ddgov.support) in Forgot Password
    • -
  • Registration error: Account may already exist; try Forgot Password with full username
    • -
+ +

Cannot see new cases

+ +

Change the filter from Recently Viewed to Cases.

+ +

Login issues

+ +

Ensure your full username includes the .ddgov.support suffix.

+ +

Password reset not received

+ +

Use your full username (with the .ddgov.support suffix) in the Forgot Password flow.

+ +

Registration error

+ +

Your account may already exist. Try the Forgot Password flow with your full username.

{{< /site-region >}} From 3117749934909fd53b0b1acb2d970da8fa166a4b Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Thu, 19 Mar 2026 10:26:23 -0500 Subject: [PATCH 10/19] Rename page & file --- content/en/account_management/guide/_index.md | 2 +- ...-your-support-ticket.md => manage-your-support-tickets.md} | 3 ++- content/en/getting_started/support/_index.md | 4 ++-- 3 files changed, 5 insertions(+), 4 deletions(-) rename content/en/account_management/guide/{access-your-support-ticket.md => manage-your-support-tickets.md} (98%) diff --git a/content/en/account_management/guide/_index.md b/content/en/account_management/guide/_index.md index 5b0d8385d18..64e00a0a080 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/manage-your-support-tickets.md similarity index 98% rename from content/en/account_management/guide/access-your-support-ticket.md rename to content/en/account_management/guide/manage-your-support-tickets.md index c0426f630a9..29b9519f907 100644 --- a/content/en/account_management/guide/access-your-support-ticket.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -1,9 +1,10 @@ --- -title: Access Your Support Ticket +title: Manage Your Support Tickets 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 + - /account_management/guide/access-your-support-ticket further_reading: - link: "/getting_started/support/" tag: "Documentation" diff --git a/content/en/getting_started/support/_index.md b/content/en/getting_started/support/_index.md index 35e05191d13..4cbe8f99bcd 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 From 4e3072ec79a4dacf8a17ad1dce0300a6c4290280 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Thu, 19 Mar 2026 10:31:31 -0500 Subject: [PATCH 11/19] Reword some troubleshooting bits --- .../account_management/guide/manage-your-support-tickets.md | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/content/en/account_management/guide/manage-your-support-tickets.md b/content/en/account_management/guide/manage-your-support-tickets.md index 29b9519f907..f96836bfaec 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -142,10 +142,10 @@ further_reading:

Password reset not received

-

Use your full username (with the .ddgov.support suffix) in the Forgot Password flow.

+

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

Registration error

-

Your account may already exist. Try the Forgot Password flow with your full username.

+

Your account may already exist. Click Forgot Password and follow the process with your full username.

{{< /site-region >}} From 9f3574ea7337275789f1b54fda9eeff925017d40 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Thu, 19 Mar 2026 10:34:23 -0500 Subject: [PATCH 12/19] Fix tiny things --- .../account_management/guide/manage-your-support-tickets.md | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/content/en/account_management/guide/manage-your-support-tickets.md b/content/en/account_management/guide/manage-your-support-tickets.md index f96836bfaec..5b0cd41e54e 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -101,7 +101,7 @@ further_reading:
  • Complete the registration form, using the email address associated with your existing GovCloud Datadog account.
  • In a separate browser tab, navigate to your email. Open the verification email from help@ddog-gov.com and copy the verification code.
  • In the Datadog GovCloud support portal, enter the verification code.
    • -
  • Click Verify. +
  • Click Verify.

    • Create a new case

    @@ -113,7 +113,7 @@ further_reading:
  • Log in with the username format [name]@[domain].ddgov.support.
  • Click Create a New Case.
  • Complete the form.
    • -
  • Click Submit & Upload Files.
    • +
  • Click Submit & Upload Files.
  • Optionally, upload supporting files. Accepted file types include .txt, .csv, .xls, .xlsx, .doc, .otf, .yaml, .log, .conf, .tf, .zip, and .pcap.
  • Click Submit.
    • @@ -138,7 +138,7 @@ further_reading:

    Login issues

    -

    Ensure your full username includes the .ddgov.support suffix.

    +

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

    Password reset not received

    From 26e9f573a7e234dc7c49f59cf621533c3765d58e Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Thu, 19 Mar 2026 13:35:23 -0500 Subject: [PATCH 13/19] Cut Zendesk from front matter --- .../en/account_management/guide/manage-your-support-tickets.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/content/en/account_management/guide/manage-your-support-tickets.md b/content/en/account_management/guide/manage-your-support-tickets.md index 5b0cd41e54e..db2a1057ead 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -1,6 +1,6 @@ --- title: Manage Your Support Tickets -description: Learn how to create new support tickets and access your existing Datadog support tickets through the Zendesk portal. +description: Learn how to create new support tickets and access your existing Datadog support tickets. aliases: - /developers/faq/access-your-support-ticket - /account_management/faq/access-your-support-ticket From e09fc163f888d1725977f0f564f6e4413b71f9f8 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Thu, 19 Mar 2026 16:29:03 -0500 Subject: [PATCH 14/19] Change h4 headings to h3 --- .../guide/manage-your-support-tickets.md | 8 ++++---- 1 file changed, 4 insertions(+), 4 deletions(-) diff --git a/content/en/account_management/guide/manage-your-support-tickets.md b/content/en/account_management/guide/manage-your-support-tickets.md index db2a1057ead..e3bf604739b 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -132,19 +132,19 @@ further_reading:

    Troubleshooting

    -

    Cannot see new cases

    +

    Cannot see new cases

    Change the filter from Recently Viewed to Cases.

    -

    Login issues

    +

    Login issues

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

    -

    Password reset not received

    +

    Password reset not received

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

    -

    Registration error

    +

    Registration error

    Your account may already exist. Click Forgot Password and follow the process with your full username.

    From b279e1f5e57e5b7f851213001f8a6dfdfa851d1e Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Thu, 19 Mar 2026 16:32:27 -0500 Subject: [PATCH 15/19] Add note about post-registration username --- .../en/account_management/guide/manage-your-support-tickets.md | 2 ++ 1 file changed, 2 insertions(+) diff --git a/content/en/account_management/guide/manage-your-support-tickets.md b/content/en/account_management/guide/manage-your-support-tickets.md index e3bf604739b..37e4e729a9c 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -104,6 +104,8 @@ further_reading:
  • Click Verify.
    • +

    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:

    From f8bab9dd9bf60f9f1ab5cfe70ada7868b6ab3adc Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Thu, 19 Mar 2026 16:35:07 -0500 Subject: [PATCH 16/19] Make suffix explicit in troubleshooting section --- .../en/account_management/guide/manage-your-support-tickets.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/content/en/account_management/guide/manage-your-support-tickets.md b/content/en/account_management/guide/manage-your-support-tickets.md index 37e4e729a9c..28318bba8b7 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -148,6 +148,6 @@ further_reading:

    Registration error

    -

    Your account may already exist. Click Forgot Password and follow the process with your full username.

    +

    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.

    {{< /site-region >}} From 51922410b01042389292f6320fad24f9e6a2a85b Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Thu, 19 Mar 2026 16:36:27 -0500 Subject: [PATCH 17/19] Add further reading section to GovCloud section --- .../en/account_management/guide/manage-your-support-tickets.md | 3 +++ 1 file changed, 3 insertions(+) diff --git a/content/en/account_management/guide/manage-your-support-tickets.md b/content/en/account_management/guide/manage-your-support-tickets.md index 28318bba8b7..89a0fee4e4e 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -150,4 +150,7 @@ further_reading:

    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 >}} From fc0b3900c9b660daeedbd2b9f9f11afcb4384483 Mon Sep 17 00:00:00 2001 From: Olivia Shoup <116908616+OliviaShoup@users.noreply.github.com> Date: Mon, 23 Mar 2026 17:24:42 -0500 Subject: [PATCH 18/19] Apply suggestions from code review (thank you, Alicia <3) Co-authored-by: Alicia Thuerk --- content/en/account_management/guide/_index.md | 2 +- .../guide/manage-your-support-tickets.md | 13 ++++++------- content/en/getting_started/support/_index.md | 2 +- 3 files changed, 8 insertions(+), 9 deletions(-) diff --git a/content/en/account_management/guide/_index.md b/content/en/account_management/guide/_index.md index 64e00a0a080..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/manage-your-support-tickets" >}}Manage your Support tickets{{< /nextlink >}} + {{< nextlink href="account_management/guide/manage-your-support-tickets" >}}Manage your support tickets{{< /nextlink >}} {{< /whatsnext >}} diff --git a/content/en/account_management/guide/manage-your-support-tickets.md b/content/en/account_management/guide/manage-your-support-tickets.md index 89a0fee4e4e..879297b4db7 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -1,6 +1,6 @@ --- title: Manage Your Support Tickets -description: Learn how to create new support tickets and access your existing Datadog 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 @@ -26,16 +26,15 @@ further_reading:

    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 the link by 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 same email address you used to contact Datadog support.
      4. +
    4. If this is your first time signing into your Datadog Zendesk account, click New to your Datadog Zendesk account? Sign up.
      5. +
    5. 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.
    6. After you receive the password in your email, log in and click Manage your tickets to see your requests.
    7. 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.
      8. -
    8. If you would like to view your entire organization's tickets, submit a request to Datadog support.
      9. +
    9. 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

    @@ -67,7 +66,7 @@ further_reading:
  • Users cannot reuse a certain number of their previously used passwords.
    • -
  • Expiration Policy: +
  • Expiration policy:
    • Passwords must be updated at least every 90 days, or whenever prompted by the system.
    @@ -98,7 +97,7 @@ further_reading:
    1. Navigate to the Datadog GovCloud support portal.
    2. Click Sign Up.
      3. -
    3. Complete the registration form, using the email address associated with your existing GovCloud Datadog account.
      4. +
    4. Complete the registration form using the email address associated with your existing GovCloud Datadog account.
    5. In a separate browser tab, navigate to your email. Open the verification email from help@ddog-gov.com and copy the verification code.
    6. In the Datadog GovCloud support portal, enter the verification code.
    7. Click Verify.
      8. diff --git a/content/en/getting_started/support/_index.md b/content/en/getting_started/support/_index.md index 4cbe8f99bcd..4259c4bbe9c 100644 --- a/content/en/getting_started/support/_index.md +++ b/content/en/getting_started/support/_index.md @@ -7,7 +7,7 @@ further_reading: text: "Agent Troubleshooting" - link: "/account_management/guide/manage-your-support-tickets" tag: "Documentation" - text: "Manage Your Support Tickets" + text: "Manage Your support tickets" --- ## Overview From 634b1b962d2c19ee5b53ab7ba87f1ccd408e8f24 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Mon, 23 Mar 2026 17:34:39 -0500 Subject: [PATCH 19/19] Remove and update language --- .../guide/manage-your-support-tickets.md | 14 +++++++------- 1 file changed, 7 insertions(+), 7 deletions(-) diff --git a/content/en/account_management/guide/manage-your-support-tickets.md b/content/en/account_management/guide/manage-your-support-tickets.md index 879297b4db7..d77559ea8c6 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -1,6 +1,6 @@ --- title: Manage Your Support Tickets -description: Learn how to create and manage Datadog support tickets, including on the GovCloud support portal. +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 @@ -19,18 +19,18 @@ further_reading:

      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, mouse over Help and click Support. Alternatively, navigate to the Datadog help page and click New Support Ticket.

      +

      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

      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. If this is your first time signing into your Datadog Zendesk account, click New to your Datadog Zendesk account? Sign up.
        5. +
      5. 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.
      6. After you receive the password in your email, log in and click Manage your tickets to see your requests.
      7. 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.
        8. -
      8. To view your entire organization's tickets, submit a request to Datadog support.
        9. +
      9. To view your entire organization's tickets, submit a request to Datadog support.
      {{< whatsnext desc="Support Page by Datadog Site:">}} @@ -66,7 +66,7 @@ further_reading:
    8. Users cannot reuse a certain number of their previously used passwords.
      9. -
    9. Expiration policy: +
    10. Expiration policy:
      • Passwords must be updated at least every 90 days, or whenever prompted by the system.
      @@ -97,7 +97,7 @@ further_reading:
      1. Navigate to the Datadog GovCloud support portal.
      2. Click Sign Up.
        3. -
      3. Complete the registration form using the email address associated with your existing GovCloud Datadog account.
        4. +
      4. Complete the registration form using the email address associated with your existing GovCloud Datadog account.
      5. In a separate browser tab, navigate to your email. Open the verification email from help@ddog-gov.com and copy the verification code.
      6. In the Datadog GovCloud support portal, enter the verification code.
      7. Click Verify.