(AAA) Add GovCloud support info

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 >}}

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"
+---
+
+<div class="alert alert-info">Select your Datadog site to see instructions for your support portal.</div>
+
+{{< site-region region="us,us3,us5,eu,ap1" >}}
+
+<h2>Create a support ticket</h2>
+
+<p>To create a new support ticket, navigate to the <a href="https://help.datadoghq.com/">Datadog support site</a>. At the bottom of the page, click <strong>Create a New Ticket</strong> to fill out a ticket form.</p>
+
+<p>You can also access this form through Datadog. From the left navigation, hover over <strong>Help</strong> and click <strong>Support</strong>. Alternatively, navigate to the <a href="https://app.datadoghq.com/help">Datadog help page</a> and click <strong>New Support Ticket</strong>.</p>
+
+<h2>Access existing tickets</h2>
+
+<p>If you have opened at least one Datadog support ticket, follow this process to access all your Datadog support tickets:</p>
+<ol>
+    <li>From the Support page click <strong>Sign in</strong> on the top right.</li>
+    <li>If this is your first time signing into your Datadog Zendesk account, click <strong>New to your Datadog Zendesk account? Sign up</strong>.</li>
+    <li>If you have previously emailed Datadog support, click <strong>Emailed us for support? Get a password</strong> and enter the email address you used to contact Datadog support.</li>
+    <li>After you receive the password in your email, log in and click <strong>Manage your tickets</strong> to see your requests.</li>
+    <li>If you don't see the <strong>My Activities</strong> page after logging in, click on your name in the upper right corner, and then click <strong>My Activities</strong>.</li>
+    <li>To view your entire organization's tickets, submit a request to Datadog support.</li>
+</ol>
+
+{{< whatsnext desc="Support Page by Datadog Site:">}}
+    {{< nextlink href="https://help.datadoghq.com/" >}} US1, US3, US5, EU, AP1, AP2 {{< /nextlink >}}
+{{< /whatsnext >}}
+
+<h2>Password requirements</h2>
+
+<p>To ensure the security of your account, any password used to sign in to Datadog's Zendesk support portal must meet the following requirements:</p>
+<ol>
+    <li>Password complexity:
+        <ul>
+            <li>Must include at least <strong>12 characters</strong>.</li>
+            <li>Must contain <strong>uppercase and lowercase letters (A-Z)</strong>.</li>
+            <li>Must include at least <strong>one number (0-9)</strong>.</li>
+            <li>Must include at least <strong>one special character</strong> (for example, <code>!</code>, <code>@</code>, <code>#</code>, or <code>%</code>).</li>
+            <li>Must <strong>not resemble an email address</strong>.</li>
+            <li>Must <strong>not include the word "Zendesk"</strong>.</li>
+        </ul>
+    </li>
+    <li>Failed attempts and lockout:
+        <ul>
+            <li>Users are allowed a maximum of <strong>5 attempts</strong> before the account is locked out temporarily.</li>
+        </ul>
+    </li>
+    <li>Prohibited sequences:
+        <ul>
+            <li>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 <code>admin12345</code>.</li>
+        </ul>
+    </li>
+    <li>Previous passwords:
+        <ul>
+            <li>Users cannot reuse a certain number of their previously used passwords.</li>
+        </ul>
+    </li>
+    <li>Expiration policy:
+        <ul>
+            <li>Passwords must be updated at least <strong>every 90 days</strong>, or whenever prompted by the system.</li>
+        </ul>
+    </li>
+</ol>
+
+<h2>Troubleshooting</h2>
+
+<h3>Error: Refused to connect</h3>
+
+<p><strong>Refused to connect</strong> 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 <a href="https://support.google.com/chrome/answer/95647">Clear, enable, and manage cookies in Chrome</a> in Google Chrome Help.</p>
+
+<p>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 <strong>datadog.zendesk.com</strong> to the allow list.</p>
+
+<h2>Further reading</h2>
+
+{{< partial name="whats-next/whats-next.html" >}}
+
+{{< /site-region >}}
+
+{{< site-region region="gov" >}}
+
+
+<h2>Register on the portal</h2>
+
+<p>If you are a first-time user, follow these steps to register an account:</p>
+
+<ol>
+    <li>Navigate to <a href="https://govsupport.ddog-gov.com">the Datadog GovCloud support portal</a>.</li>
+    <li>Click <strong>Sign Up</strong>.</li>
+    <li>Complete the registration form using the email address associated with your existing GovCloud Datadog account.</li>
+    <li>In a separate browser tab, navigate to your email. Open the verification email from <code>help@ddog-gov.com</code> and copy the verification code.</li>
+    <li>In the Datadog GovCloud support portal, enter the verification code.</li>
+    <li>Click <strong>Verify</strong>.</li>
+</ol>
+
+<p><strong>Note</strong>: After registration, your login username is your email with <code>.ddgov.support</code> appended (for example, <code>john@agency.gov.ddgov.support</code>). Use this full username when logging in.</p>
+
+<h2>Create a new case</h2>
+
+<p>To create a new case:</p>
+
+<ol>
+    <li>Navigate to <a href="https://govsupport.ddog-gov.com">the Datadog GovCloud support portal</a>.</li>
+    <li>Log in with the username format <code>[name]@[domain].ddgov.support</code>.</li>
+    <li>Click <strong>Create a New Case</strong>.</li>
+    <li>Complete the form.</li>
+    <li>Click <strong>Submit &amp; Upload Files</strong>.</li>
+    <li>Optionally, upload supporting files. Accepted file types include <code>.txt</code>, <code>.csv</code>, <code>.xls</code>, <code>.xlsx</code>, <code>.doc</code>, <code>.otf</code>, <code>.yaml</code>, <code>.log</code>, <code>.conf</code>, <code>.tf</code>, <code>.zip</code>, and <code>.pcap</code>.</li>
+    <li>Click <strong>Submit</strong>.</li>
+</ol>
+
+<h2>Access existing cases</h2>
+
+<p>If you have opened at least one Datadog case, follow this process to access your cases:</p>
+
+<ol>
+    <li>Log in at <a href="https://govsupport.ddog-gov.com">the Datadog GovCloud support portal</a>.</li>
+    <li>Change the filter from <strong>Recently Viewed</strong> to <strong>Cases</strong> to view all cases.</li>
+    <li>Click <strong>Case Number</strong> or <strong>Subject</strong> to view details.</li>
+</ol>
+
+<p><strong>Note</strong>: Historical Zendesk cases are not migrated; legacy Zendesk is read-only.</p>
+
+<h2>Troubleshooting</h2>
+
+<h3>Cannot see new cases</h3>
+
+<p>Change the filter from <strong>Recently Viewed</strong> to <strong>Cases</strong>.</p>
+
+<h3>Login issues</h3>
+
+<p>Make sure your full username includes the <code>.ddgov.support</code> suffix.</p>
+
+<h3>Password reset not received</h3>
+
+<p>Click <strong>Forgot Password</strong> and follow the process with your full username (with the <code>.ddgov.support</code> suffix).</p>
+
+<h3>Registration error</h3>
+
+<p>Your account may already exist. Click <strong>Forgot Password</strong> and enter your full username, including the <code>.ddgov.support</code> suffix (for example, <code>john@agency.gov.ddgov.support</code>). If you are still unable to access your account, contact <code>support@ddog-gov.com</code>.</p>
+
+<h2>Further reading</h2>
+{{< partial name="whats-next/whats-next.html" >}}
+
+{{< /site-region >}}

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