From 8e1b816f8d74681d67af7c5fbe1bf14ae37a71a0 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Fri, 22 May 2026 10:33:00 -0500 Subject: [PATCH 1/7] Convert HTML elements to Markdown --- .../guide/manage-your-support-tickets.md | 137 ++++++++---------- 1 file changed, 57 insertions(+), 80 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 22793a81724..4f3ce07963f 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -17,71 +17,54 @@ 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](https://help.datadoghq.com/). 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](https://app.datadoghq.com/help) 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](https://help.datadoghq.com/), 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: -
      -
    • 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. -
+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: + +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 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](https://support.google.com/chrome/answer/95647) 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 %}} @@ -89,64 +72,58 @@ further_reading: ## Register on the portal -

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

+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. -
+1. Navigate to [the Datadog GovCloud support portal](https://govsupport.ddog-gov.com). +1. Click **Sign Up**. +1. Complete the registration form using the email address associated with your existing GovCloud Datadog account. +1. In a separate browser tab, navigate to your email. 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, john@agency.gov.ddgov.support). Use this full username when logging in.

+**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. -

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.

+**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`. ## Create a case -

To create a new case:

+To create a new 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`, and `.pcap`. +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](https://govsupport.ddog-gov.com). +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, `john@agency.gov.ddgov.support`). If you are still unable to access your account, contact `support@ddog-gov.com`. {{% /site-region %}} From 61870428d088e2041ffa6d7730996e4af64b2866 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Fri, 22 May 2026 11:24:29 -0500 Subject: [PATCH 2/7] Update with suggested changes --- .../guide/manage-your-support-tickets.md | 10 +++++----- 1 file changed, 5 insertions(+), 5 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 4f3ce07963f..20ed45fb4e3 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -76,12 +76,12 @@ If you are a first-time user, follow these steps to register an account: 1. Navigate to [the Datadog GovCloud support portal](https://govsupport.ddog-gov.com). 1. Click **Sign Up**. -1. Complete the registration form using the email address associated with your existing GovCloud Datadog account. -1. In a separate browser tab, navigate to your email. Open the verification email from `help@ddog-gov.com` and copy the verification code. +1. Complete the registration form using the email address associated with your existing GovCloud Datadog account. Keep this page open. +1. In a separate location, 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, `john@agency.gov.ddgov.support`). Use this full username when logging in. +**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. **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`. @@ -94,7 +94,7 @@ To create a new case: 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`, and `.pcap`. +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 @@ -123,7 +123,7 @@ Click **Forgot Password** and follow the process with your full username (with t ### 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 %}} From 8577fccf953d3efd222facf2a5a80d8954ed260a Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Fri, 22 May 2026 11:26:32 -0500 Subject: [PATCH 3/7] Move info about adding email to allowlist to top of page for visibility --- .../account_management/guide/manage-your-support-tickets.md | 6 ++++-- 1 file changed, 4 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 20ed45fb4e3..e9aa8fc6e36 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -70,6 +70,10 @@ If you need help with a related issue, you can open a new ticket or search the D {{% site-region region="gov,gov2" %}} +## Prerequisites + +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`. + ## Register on the portal If you are a first-time user, follow these steps to register an account: @@ -83,8 +87,6 @@ If you are a first-time user, follow these steps to register an account: **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. -**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`. - ## Create a case To create a new case: From c9deb11d29392caad6ad2eeb91940f0ee03be247 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Fri, 22 May 2026 11:51:41 -0500 Subject: [PATCH 4/7] =?UTF-8?q?=E2=9C=A8clarity=E2=9C=A8?= MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit --- .../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 e9aa8fc6e36..11c230209e6 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -89,7 +89,7 @@ If you are a first-time user, follow these steps to register an account: ## Create a case -To create a new case: +To create a case: 1. Navigate to [the Datadog GovCloud support portal](https://govsupport.ddog-gov.com). 1. Log in with the username format `[name]@[domain].ddgov.support`. From 75203a41db04d83e0474e3bc50196368f5afb1c5 Mon Sep 17 00:00:00 2001 From: Olivia Shoup <116908616+OliviaShoup@users.noreply.github.com> Date: Tue, 26 May 2026 13:54:29 -0500 Subject: [PATCH 5/7] Update content/en/account_management/guide/manage-your-support-tickets.md Co-authored-by: Brett Blue <84536271+brett0000FF@users.noreply.github.com> --- .../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 11c230209e6..94225b127b9 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -81,7 +81,7 @@ If you are a first-time user, follow these steps to register an account: 1. Navigate to [the Datadog GovCloud support portal](https://govsupport.ddog-gov.com). 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 location, access your email account. Open the verification email from `help@ddog-gov.com` and copy the verification code. +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**. From 0d1793a8d647926c614dc00619894ca181616841 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Tue, 26 May 2026 14:03:48 -0500 Subject: [PATCH 6/7] Fix links --- .../guide/manage-your-support-tickets.md | 17 +++++++++++------ 1 file changed, 11 insertions(+), 6 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 94225b127b9..dd9ee56daab 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -17,15 +17,15 @@ further_reading: ## Create a support ticket -To create a new support ticket, navigate to the [Datadog support site](https://help.datadoghq.com/). 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](https://app.datadoghq.com/help) 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](https://help.datadoghq.com/), click **Sign in** on the top right. +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. @@ -56,7 +56,7 @@ To help ensure the security of your account, any password used to sign in to Dat ### 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](https://support.google.com/chrome/answer/95647) 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. @@ -78,7 +78,7 @@ To receive registration verification codes, password reset emails, and case noti If you are a first-time user, follow these steps to register an account: -1. Navigate to [the Datadog GovCloud support portal](https://govsupport.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. @@ -103,7 +103,7 @@ To create a case: 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](https://govsupport.ddog-gov.com). +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. @@ -132,3 +132,8 @@ Your account may already exist. Click **Forgot Password** and enter your full us ## 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 From 36ab89072a1e4c06faf105a699c30ebdb48e4027 Mon Sep 17 00:00:00 2001 From: Olivia Shoup Date: Tue, 26 May 2026 14:10:05 -0500 Subject: [PATCH 7/7] Make numbered list into bulleted list --- .../guide/manage-your-support-tickets.md | 12 ++++++------ 1 file changed, 6 insertions(+), 6 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 dd9ee56daab..cfa9a122f89 100644 --- a/content/en/account_management/guide/manage-your-support-tickets.md +++ b/content/en/account_management/guide/manage-your-support-tickets.md @@ -36,21 +36,21 @@ If you have opened at least one Datadog support ticket, follow this process to a 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: -1. Password complexity: +- 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: +- 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: +- Previous passwords - Users cannot reuse a certain number of their previously used passwords. -1. Expiration policy: +- 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