Standard Operating Procedure for Raising Datadog Support Tickets

(Agent Issues, Integration Failures & Monitoring Incidents)

1. Purpose

This SOP defines the standard process for raising a support ticket in Datadog for:

  • Agent-related issues
  • Integration failures
  • Missing metrics, logs, or traces
  • Unexpected monitoring behavior
  • Production visibility impact

The objective is to ensure structured escalation, faster resolution, and minimal operational disruption.

2. Scope

This procedure applies to:

  • DevOps Engineers
  • Cloud Operations Team
  • Monitoring Team
  • SRE Team
  • Infrastructure Support Team

3. When to Raise a Datadog Support Ticket

Raise a support ticket when:

  • Datadog Agent is not reporting
  • Metrics, logs, or traces are missing
  • Integration status shows Broken or Unconfigured
  • Unexpected monitoring behavior occurs
  • Production visibility is impacted
  • Error messages appear in the Datadog UI

⚠ Always verify internally before escalating to Datadog.

4. Procedure

METHOD 1: Agent-Specific Support Ticket (Recommended)

Use this method for issues related to a specific host or Datadog Agent.

Step 1: Login to Datadog

Access:
https://app.datadoghq.com or eu

Login using your organization credentials.

Step 2: Navigate to Fleet Automation

Go to:

Integrations → Fleet Automation → View Agents

Step 3: Select the Affected Agent

  • Identify the affected hostname
  • Click the hostname to open agent details

Step 4: Open the “Support” Tab

  • Click the Support tab
  • Click Send Support Ticket

Step 5: Submit the Ticket

Provide:

  • Clear subject line
  • Detailed issue description
  • Time of issue (with timezone)
  • Environment (Production / Staging / Dev)
  • Business impact
  • Screenshots (if required)

Click Submit.

The system will automatically:

  • Collect agent flare
  • Attach diagnostic logs
  • Send metadata to Datadog Support

METHOD 2: General Support Request

Use this method for non-agent-specific issues.

Step 1: Open Help Menu

  • Click the ? icon (top-right corner)
  • Select Live Chat With Support

Step 2: Explain the Issue

Provide:

  • Clear problem statement
  • Affected service/environment
  • Time of occurrence
  • Impact

Request:

"Please convert this conversation into a support ticket and share the ticket ID."

5. Required Information Checklist

Before submitting a ticket, ensure you include:

  • Exact error message
  • Timestamp (with timezone)
  • Hostname or service name
  • Agent version
  • Cloud provider (AWS / Azure / GCP)
  • Business impact description
  • Steps to reproduce (if applicable)

Incomplete tickets may delay resolution.

6. Role and Access Requirements

If the Send Support Ticket button is disabled:

  • Contact Organization Admin
  • Request appropriate role access

Role verification path:

Organization Settings → Roles

Only users with proper permissions can raise agent-level support tickets.

7. Priority Guidelines

Severity Definition
Critical Production outage or major monitoring failure
High Significant degradation impacting services
Medium Partial issue with workaround available
Low General inquiry or non-urgent issue

Follow internal escalation policy before marking tickets as Critical.

8. Post-Submission Actions

After raising a ticket:

  • Save the Ticket ID
  • Update internal incident tracking system (JIRA / ServiceNow)
  • Inform DevOps Lead if production is impacted
  • Respond promptly to Datadog support requests

9. Best Practices

  • Be clear and specific
  • Provide exact timestamps
  • Avoid vague descriptions
  • Attach screenshots when helpful
  • Prefer Agent Support Ticket for agent-related issues (auto flare collection)

10. Final Outcome

Following this SOP ensures:

  • Faster resolution times
  • Structured escalation
  • Minimal production impact
  • Efficient communication with Datadog Support

Contact

Patrick Schmidt — patrick@airowire.com
Piyush Choudhary — piyush@airowire.com
Dr. Shivanand Poojara — shivanand@airowire.com