From 379818ec1a928ab11fc0dc81190946c29ff51565 Mon Sep 17 00:00:00 2001 From: Ranjithmurugandd Date: Fri, 29 May 2026 17:33:56 +0900 Subject: [PATCH 1/2] Clarify support case submission guidelines MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit Added guidance to limit support cases to single issues for faster resolution. Currently, the Datadog Support documentation does not explicitly state that each Support Case should be limited to a single issue or question. Leading support organizations like AWS and Google Cloud surface this as a clear, prominent best practice in their documentation: AWS: 1 question to 1 Support Case Doc: https://aws.amazon.com/jp/premiumsupport/tech-support-guidelines/ Google Cloud: "To avoid confusion and so that we can track your request in a single point, create one support case per issue." — Support Best Practices Doc: https://docs.cloud.google.com/support/docs/best-practices I feel Datadog should have the same clarity for its customers. Why this matters — from a Support Engineer's perspective: When a customer combines multiple unrelated questions into a single Support Case, it creates real friction: The case cannot be efficiently routed to the right specialist Resolution of one question gets blocked waiting for the other Context gets mixed, making the ticket harder to follow SLA tracking becomes unclear when a case contains multiple distinct issues This is something Support Engineers feel deeply — every day we handle cases where a customer asks about an AWS integration error and a monitor configuration and a billing question all in one ticket. Each of those deserves focused attention. --- content/en/getting_started/support/_index.md | 3 +++ 1 file changed, 3 insertions(+) diff --git a/content/en/getting_started/support/_index.md b/content/en/getting_started/support/_index.md index f5af6402b32..a9ddf238224 100644 --- a/content/en/getting_started/support/_index.md +++ b/content/en/getting_started/support/_index.md @@ -32,6 +32,9 @@ For the most efficient resolution of an issue, be ready to provide any of the re - If the issue is related to the functioning of the Datadog Agent, an [Agent flare][4] - Links to any documentation pages used +To help us resolve your request as quickly as possible, please limit each Support Case to a single issue or question. Support Engineers work one case at a time, and combining multiple unrelated questions in one case can slow down resolution. If you have multiple issues, please open a separate Support Case for each one. +Example : If you need help troubleshooting an AWS integration error and also want to understand how to configure a monitor threshold, please open two separate cases. + ## Chat or support ticket? Use the table below to determine whether to open a [support ticket][1] or [reach out on chat](#reaching-out-on-chat). From 518350f861b093ac44e30122788736eb8ed6a1dd Mon Sep 17 00:00:00 2001 From: Ranjithmurugandd Date: Fri, 29 May 2026 17:53:07 +0900 Subject: [PATCH 2/2] Potential fix for pull request finding Co-authored-by: Copilot Autofix powered by AI <175728472+Copilot@users.noreply.github.com> --- content/en/getting_started/support/_index.md | 5 +++-- 1 file changed, 3 insertions(+), 2 deletions(-) diff --git a/content/en/getting_started/support/_index.md b/content/en/getting_started/support/_index.md index a9ddf238224..0e791133bd6 100644 --- a/content/en/getting_started/support/_index.md +++ b/content/en/getting_started/support/_index.md @@ -32,8 +32,9 @@ For the most efficient resolution of an issue, be ready to provide any of the re - If the issue is related to the functioning of the Datadog Agent, an [Agent flare][4] - Links to any documentation pages used -To help us resolve your request as quickly as possible, please limit each Support Case to a single issue or question. Support Engineers work one case at a time, and combining multiple unrelated questions in one case can slow down resolution. If you have multiple issues, please open a separate Support Case for each one. -Example : If you need help troubleshooting an AWS integration error and also want to understand how to configure a monitor threshold, please open two separate cases. +To help resolve your request as quickly as possible, limit each support ticket to a single issue or question. Support Engineers work one ticket at a time, and combining multiple unrelated questions in one ticket can slow down resolution. If you have multiple issues, open a separate support ticket for each one. + +For example, if you need help troubleshooting an AWS integration error and also want to understand how to configure a monitor threshold, open two separate support tickets. ## Chat or support ticket?