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.

You can also access this form through Datadog from the help page, 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.

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

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.

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. Failed attempts and lockout:
   • Users are allowed a maximum of 5 attempts before the account is locked out temporarily.
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. Previous passwords:
   • Users cannot reuse a certain number of their previously used passwords.
5. 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.

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.