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.

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.

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. If this is your first time signing into your Datadog Zendesk account, click 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 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. 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.

Further reading

Más enlaces, artículos y documentación útiles:

Getting Started with Datadog SupportDOCUMENTATION

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.
2. Click Sign Up.
3. Complete the registration form using the email address associated with your existing GovCloud Datadog account.
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. In the Datadog GovCloud support portal, enter the verification code.
6. 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.
2. Log in with the username format [name]@[domain].ddgov.support.
3. Click Create a New Case.
4. Complete the form.
5. Click Submit & Upload Files.
6. Optionally, upload supporting files. Accepted file types include .txt, .csv, .xls, .xlsx, .doc, .otf, .yaml, .log, .conf, .tf, .zip, and .pcap.
7. 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.
2. Change the filter from Recently Viewed to Cases to view all cases.
3. 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

Más enlaces, artículos y documentación útiles:

Getting Started with Datadog SupportDOCUMENTATION