NiCE Customer Community
The NiCE Customer Community is the central place for Cognigy support. It provides:- Case Management. Create, view, and update support cases online.
- User Management. Manage Community access and permissions for your organization’s users.
- Unified AI Search. Search knowledge base articles, product documentation, and community discussions in one place.
- Learning Center. Stay informed about product updates, webinars, and major releases.
- Product Enhancement Requests. Submit, discuss, and vote on product ideas with other community members.
Get Access
Your organization has a Community Administrator who provisions user access. If you don’t know who this is, contact your Customer Success Manager (CSM) or Cognigy business representative. Authorized users receive an invitation fromcommunity@nice.com to log in. Keep the following in mind:
- The password setup link expires after 24 hours. If it expires, select Forgot Username or Password on the login page.
- After registering, log in to the NiCE Customer Community.
- If you don’t see Manage Cases or the Create Case button, ask your Community Administrator to grant you the required permissions.
Submit Support Cases
If you’ve found a bug or need technical assistance, create a case in the NiCE Customer Community.1
Log in to the Customer Community
Go to the NiCE Customer Community and log in.
2
Open Get Support
On the Community homepage, select Get Support.
3
Open Manage Cases
Select Manage Cases. This page lets you view and track all existing cases associated with your account.
4
Create a case
Select Create Case. Then select one of the following options:
- Open an Incident Case (Report an Issue) if a Cognigy product or service has a problem.
- Open a Work Order (Request Changes) if you need to add, move, or change a product or service.
- Open a Service Request (Not Sure?) if you’re not sure what you need and would like assistance.
5
Enter the case details
Provide a Subject and a Description. The more detail you include, the faster the support team can route and resolve your case. See Case content recommendations.
6
Select your account and topic
Choose the account associated with your request and the appropriate topic category.
7
Select the product or service
Choose Other Product/Service Issue, and then select NiCE AI Agents (Cognigy) from the list.
8
Define severity and impact
Select the Severity and Impact options that best reflect your issue. See Severity and impact.
9
Specify your contact hours
To help the support team plan follow-up communication, select your preferred contact hours.
10
Review and submit
Review your information and select Review and Submit. You will receive an email confirmation that contains your case number and details.
After opening a case in the NiCE Customer Community, follow your agreed support model. If you have Premium or Extended Support, continue using the existing Cognigy hotline.
Severity and Impact
When you create a case, you select the Severity (urgency) and Impact (scope) of your issue. Severity
Impact
Service Level Agreement
For information about support service levels and response times, see the Product-Specific Terms for NiCE Cognigy.Case Content Recommendations
To handle your case more quickly, provide as much information as possible. The following sections describe attachments and information you can add to speed up case handling.General Problems
For issues unrelated to a specific Flow, Endpoint, or other resource, attach a screenshot of the browser console (F12).
Problems with Flows
For a problem with a Flow, attach the Flow and all its dependencies to your case. You can also attach a screenshot of the logs to your case.Problems with the UI
In addition to your description, attach a screenshot of the bug to your case.Product Enhancement Requests
To suggest an improvement to Cognigy, submit a product enhancement request in the Idea ConneXion forums of the NiCE Customer Community. There you can search for existing ideas, vote on your favorites, and post new ideas. Include the following information:- Description of the current limitation.
- Clear and detailed description of the suggested feature.
- Explanation of the business use case the feature supports.
- Justification of the business priority.
Cognigy can’t commit to specific timeframes for product enhancement requests. If you have enhancements that require priority, discuss them with your CSM or Cognigy business representative.