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(AAA) Update wording on GovCloud support page #36955

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141 changes: 60 additions & 81 deletions content/en/account_management/guide/manage-your-support-tickets.md
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Expand Up @@ -17,136 +17,115 @@

## Create a support ticket

<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>
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.

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@brett0000FF brett0000FF May 22, 2026

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Note we need to update all of the in-line markdown links to be reference-style links. For example, this should be [Datadog support site][1] and then put [1]: https://help.datadoghq.com/ at the bottom of the page.


<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>
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

<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 <a href="https://help.datadoghq.com/">Support page</a>, 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>
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.

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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**.

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1. To view your entire organization's tickets, submit a request to Datadog support.

## Password requirements

<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>
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:

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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.
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I'd recommend making these an unordered list (bullets) instead of numbers. That just makes it more clear up front these are not steps to follow.


## Troubleshooting

### Error: Refused to connect

<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>
**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.

<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>
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.

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### Ticket is no longer available

<p>Datadog deletes closed tickets, including their attachments, 15 months after their last update.</p>
Datadog deletes closed tickets, including their attachments, 15 months after their last update.

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

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

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

<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>
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.
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Suggested change
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.

I think the old wording was more actionable and explicit.

1. In the Datadog GovCloud support portal, enter the verification code.
1. Click **Verify**.

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

<p>To create a new case:</p>
To create a case:

<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>
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**.

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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

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

<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>
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.

<p><strong>Note</strong>: Historical Zendesk cases are not migrated; legacy Zendesk is read-only.</p>
**Note**: Historical Zendesk cases are not migrated; legacy Zendesk is read-only.

## Troubleshooting

### Cannot see new cases

<p>Change the filter from <strong>Recently Viewed</strong> to <strong>Cases</strong>.</p>
Change the filter from **Recently Viewed** to **Cases**.

### Login issues

<p>Make sure your full username includes the <code>.ddgov.support</code> suffix.</p>
Make sure your full username includes the `.ddgov.support` suffix.

### Password reset not received

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

<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>
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 %}}

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