Clarify support case submission guidelines#37096
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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.
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Pull request overview
Adds a short guideline to the Getting Started → Support page asking customers to limit each support request to a single issue, with an illustrative example.
Changes:
- Inserts a new paragraph in the Prerequisites section instructing users to open one support request per issue.
- Adds an example illustrating splitting unrelated questions into separate requests.
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| 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. |
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urseberry
approved these changes
May 29, 2026
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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.
What does this PR do? What is the motivation?
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