[DOCS-15401] Align GovCloud password reset troubleshooting with the portal UI

[OliviaShoup]

What does this PR do? What is the motivation?

Fixes DOCS-15401

Updating email troubleshooting page to match GovCloud's UI process/labels.

Merge readiness

• Ready for merge

AI assistance

Claude Code was used to draft the revised troubleshooting copy from the outline on the ticket, and to check it against the surrounding page style.

Additional notes

[github-actions]

Preview links (active after the build_preview check completes)

Modified Files

• https://docs-staging.datadoghq.com/olivia/govcloud-password-reset-ui/account_management/guide/manage-your-support-tickets

[buraizu]

Looks good overall, but left a few suggestions and questions

[buraizu]

The new paragraph is about not knowing your username, not about a password-reset email that never arrived, but it's nested under the Password reset not received heading. Should this be moved, or given its own heading?

Also, **Forgot your username?** capitalizes differently than the sibling label **Forgot Your Password?** used at lines 124 and 130 in this same PR. Could you please confirm if this is the exact casing shown in the UI?

[OliviaShoup]

@buraizu great questions, thank you!

this is the correct capitalization 🥲 i'm glad we double-checked though!

for moving the new paragraph, that makes sense to me. the only UI problem is that you have to click Forgot Your Password? before you can get to Forgot your username?

do you still think we should move it? if yes, i could just add in a sentence/clause to click Forgot Your Password? first

[buraizu]

@OliviaShoup thanks for following up!

From my perspective, it still makes sense to move it and give it its own heading. The "don't know your username" case and the "Password reset not received" case are different symptoms — someone scanning headings for "I don't know my username" won't land on "not received."

Your fix for the UI order works: just open that paragraph with the click on Forgot Your Password? first, the same way the other paragraph does, so it's self-contained under its own heading. I'll drop a suggested diff in the thread.

### Password reset not received

Click **Forgot Your Password?** to open the **Reset Your Password** page, then enter your full username, including the `.ddgov.support` suffix, in the **Enter your username** field. If you still do not receive the email, add `ddog-gov.com` to your email allowlist.

### Do not know your username

Click **Forgot Your Password?** to open the **Reset Your Password** page, then click **Forgot your username?**, then click **Use Your Email Address**. This link takes you out of the GovCloud support portal and opens Salesforce Identity. That page is also titled **Reset Your Password**, but its **Enter your email address** field takes your work email address, not your `.ddgov.support` username.

[OliviaShoup]

this is much better. thank you, Bryce!

[buraizu]

Thanks for following up! Left one last suggestion to make the new content easier to parse — currently, that paragraph has quite a lot of bold text:

I suggested a couple of potential resolutions, but I'll leave it for you to decide which one to use. I'll approve for now so this can be merged.