> ## Documentation Index > Fetch the complete documentation index at: https://docs-classic.cognigy.com/llms.txt > Use this file to discover all available pages before exploring further. # Get help and report problems > Learn how to get help with Cognigy by submitting support cases in the NiCE Customer Community. > [!WARNING] > > Support is moving to the NiCE Customer Community. Starting October 30, 2026, submit support cases through the [NiCE Customer Community](https://community.niceincontact.com/s/). Email support through `support@cognigy.com` and submitting requests through the [Cognigy Help Center](https://support.cognigy.com/hc/en-us/requests/new) will be retired. ## 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 from `community@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](https://community.niceincontact.com/s/). * 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](https://community.niceincontact.com/s/) 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](#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](#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. > [!NOTE] > > 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** | Option | Description | | - | - | | Core Business Service Down | The application is completely non-functional, impacting critical business operations. | | Performance Issue | The application is functioning but with noticeable delays or performance degradation. | | Non-Critical Services | Some features aren't working, but core functionalities remain operational. | | Inconvenience | Issues cause minor disruptions but don't significantly affect productivity. | **Impact** | Option | Description | | - | - | | Over 50% | Over 50% of agents are impacted. | | 25%–50% | Between 25% and 50% of agents are impacted. | | Less than 25% | Less than 25% of agents are impacted. | | Individual | Impact is limited to a specific individual. | ### Service Level Agreement For information about support service levels and response times, see the Product-Specific Terms for [NiCE Cognigy](https://www.nice.com/company/legal/nice-enterprise-terms-and-conditions/product-specific-terms/nice-product-specific-terms/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](https://docs-classic.cognigy.com/ai/agents/test/logs.md) 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. > [!NOTE] > > 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. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.