Raised automatically
The AI decides when something needs tracking rather than just answering, and opens a ticket on the spot — from any channel, including a live call — with the transcript, attachments and linked order.
Ticketing system
Tickets that never leave the customer record
Ticketing is built into Cognify, so an issue is never a separate object in a separate tool. The AI raises a ticket from a DM, a web chat or a phone call — with the transcript, the order and the whole conversation history already attached.
SLA policies · Skills-based queues · AI triage · CSAT on the customer's own channel
Chipped leg on delivered table
Opened by AI from WhatsApp · Sara Almeida
P2
AI
Triaged as Damage on delivery · P2 · routed to Aftercare · replacement part checked in stock.
Sara
Photo attached — it's on the front left leg.
Maya
Replacement leg dispatched, technician booked Wed 16:00.
Linked: order #4712
CSAT sent on WhatsApp
2 replies
The ticket lifecycle
Raised, triaged, resolved — mostly without an agent
Triaged and routed
Category, priority and tags are set on arrival. Skills-based queues route by product, language, region or customer tier, and SLA timers start the moment the ticket exists.
Resolved and measured
Routine tickets are resolved and closed by the AI. The rest reach an agent with full context, and every closure triggers CSAT on the channel the customer already uses.
Capabilities
Everything a service desk needs, on the customer's timeline
Tickets raised from any conversation
The AI opens a ticket the moment an issue needs tracking — from a DM, a web chat or a phone call — with the transcript attached.
SLA policies and priorities
First-response and resolution targets per priority, plan tier or customer, with breach warnings before the clock runs out.
Queues, assignment and escalation
Route tickets by product, language, region or skill. Auto-escalate on age, reopen count or sentiment drop.
Statuses, macros and merging
Custom statuses, canned replies, ticket merging and linked child tickets — with the full Cognify record on the same screen.
AI triage and auto-resolution
Tickets are categorised, prioritised and tagged on arrival, and routine ones are resolved and closed without an agent touching them.
CSAT and reporting
Post-resolution CSAT on the customer's own channel, plus backlog, first-contact resolution and agent performance reporting.
Why one system
The helpdesk tab your agents keep alt-tabbing to
Most teams run a chatbot, a helpdesk and a CRM side by side. The agent ends up with three tabs and the customer ends up repeating themselves. Cognify collapses all three into one record, so context never has to be rebuilt by hand.
- No ticket-to-contact matching — the ticket is on the record already.
- No lost channel history when an issue moves from chat to phone.
- No second subscription — ticketing is included on every plan.
- One set of reports across conversations, tickets, calls and bookings.
What teams measure after switching
64%
tickets auto-resolved
-47%
first-response time
96%
SLA attainment
4.7
average CSAT
Free plan · no card
Retire the helpdesk tab
Ticketing, Cognify CRM, every social channel and a full contact centre — one platform, one customer record, one bill.
- One AI model on every plan — 1 message = 1 message, no credit multipliers.
- Human handoff from day one, with full context in the shared inbox.
- Cognify CRM and Flux built in — no extra subscriptions to stitch together.
- SOC 2 Type II and GDPR with EU, US and APAC data residency.