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 22793a81724..cfa9a122f89 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -17,139 +17,123 @@ further_reading: ## 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.

+To create a new support ticket, navigate to the [Datadog support site][1]. 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.

+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][2] 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. 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. -
+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][1], click **Sign in** on the top right. +1. If this is your first time signing into your Datadog Zendesk account, click **New to your Datadog Zendesk account? Sign up**. +1. 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. +1. After you receive the password in your email, log in and click **Manage your tickets** to see your requests. +1. 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**. +1. To view your entire organization's tickets, submit a request to Datadog support. ## 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. -
+To help ensure the security of your account, any password used to sign in to Datadog's Zendesk support portal must meet the following requirements: + +- 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"**. +- 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`. +- Previous passwords + - Users cannot reuse a certain number of their previously used passwords. +- Expiration policy + - Passwords must be updated at least **every 90 days**, or whenever prompted by the system. +- Failed attempts and lockout + - Users are allowed a maximum of **5 attempts** before the account is locked out temporarily. ## 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.

+**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][3] 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.

+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. ### Ticket is no longer available -

Datadog deletes closed tickets, including their attachments, 15 months after their last update.

+Datadog deletes closed tickets, including their attachments, 15 months after their last update. -

If you need help with a related issue, you can open a new ticket or search the Datadog documentation.

+If you need help with a related issue, you can open a new ticket or search the Datadog documentation. {{% /site-region %}} {{% site-region region="gov,gov2" %}} -## Register on the portal +## Prerequisites -

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

+To receive registration verification codes, password reset emails, and case notification emails, add the `ddog-gov.com` domain to your email allowlist. This includes `help@ddog-gov.com` and `support@ddog-gov.com`. -
    -
  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. -
+## Register on the portal -

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.

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

Note: To receive registration verification codes, password reset emails, and case notification emails, add the ddog-gov.com domain to your email allowlist. This includes help@ddog-gov.com and support@ddog-gov.com.

+1. Navigate to [the Datadog GovCloud support portal][4]. +1. Click **Sign Up**. +1. Complete the registration form using the email address associated with your existing GovCloud Datadog account. Keep this page open. +1. In a separate browser tab, access your email account. Open the verification email from `help@ddog-gov.com` and copy the verification code. +1. In the Datadog GovCloud support portal, enter the verification code. +1. Click **Verify**. + +**Note**: After registration, your login username is your email with `.ddgov.support` appended (for example, `[name]@[domain].ddgov.support`). Use this full username when logging in. ## Create a case -

To create a new case:

+To create a case: -
    -
  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. -
+1. Navigate to [the Datadog GovCloud support portal](https://govsupport.ddog-gov.com). +1. Log in with the username format `[name]@[domain].ddgov.support`. +1. Click **Create a New Case**. +1. Complete the form. +1. Click **Submit & Upload Files**. +1. Optionally, upload supporting files. Accepted file types include `.txt`, `.csv`, `.xls`, `.xlsx`, `.doc`, `.otf`, `.yaml`, `.log`, `.conf`, `.tf`, `.zip`, `.pcap`, `.png`, and `.jpeg`. +1. Click **Submit**. ## Access existing cases -

If you have opened at least one Datadog case, follow this process to access your 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. -
+1. Log in at [the Datadog GovCloud support portal][4]. +1. Change the filter from **Recently Viewed** to **Cases** to view all cases. +1. 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 the filter from Recently Viewed to Cases.

+Change the filter from **Recently Viewed** to **Cases**. ### Login issues -

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

+Make sure your full username includes the `.ddgov.support` suffix. ### Password reset not received -

Click Forgot Password and follow the process with your full username (with the .ddgov.support suffix). If you still do not receive the email, add ddog-gov.com to your email allowlist.

+Click **Forgot Password** and follow the process with your full username (with the `.ddgov.support` suffix). If you still do not receive the email, add `ddog-gov.com` to your email allowlist. ### Registration error -

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.

+Your account may already exist. Click **Forgot Password** and enter your full username, including the `.ddgov.support` suffix (for example, `[name]@[domain].ddgov.support`). If you are still unable to access your account, contact `support@ddog-gov.com`. {{% /site-region %}} ## Further reading {{< partial name="whats-next/whats-next.html" >}} + +[1]: https://help.datadoghq.com/ +[2]: https://app.datadoghq.com/help +[3]: https://support.google.com/chrome/answer/95647 +[4]: https://govsupport.ddog-gov.com