--- title: Manage Your Support Tickets description: >- Learn how to create and manage Datadog support tickets, including on the GovCloud support portal. breadcrumbs: >- Docs > Account Management > Account Management Guides > Manage Your Support Tickets --- # Manage Your Support Tickets {% alert level="info" %} Select your Datadog site to see instructions for your support portal. {% /alert %} {% callout %} # Important note for users on the following Datadog sites: app.datadoghq.com, us3.datadoghq.com, us5.datadoghq.com, app.datadoghq.eu, ap1.datadoghq.com ## 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. 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. 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. - [US1, US3, US5, EU, AP1, AP2](https://help.datadoghq.com/) ## 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"**. 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](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. ## Further reading - [Getting Started with Datadog Support](https://docs.datadoghq.com/getting_started/support/) {% /callout %} {% callout %} # Important note for users on the following Datadog sites: app.ddog-gov.com ## Register on the portal 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. 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. ## Create a new case To create a new 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`. 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: 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. ## Troubleshooting ### Cannot see new cases Change the filter from **Recently Viewed** to **Cases**. ### Login issues 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). ### 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`. ## Further reading - [Getting Started with Datadog Support](https://docs.datadoghq.com/getting_started/support/) {% /callout %}