Private workspaces
Every company works in an isolated workspace with its own logo, brand colors and domain, while you manage them all from one platform.
Ticket Management SaaS
Cognixia TMS
A complete support desk for every company you serve.
Overview
What Is Cognixia TMS?
Cognixia TMS is a multi-tenant ticket management platform. Each company gets its own private workspace, on its own subdomain or custom domain, with agents, customers, tickets, live chat, a knowledge base and reports in one place.
Cognixia TMS brings every customer request into one place. Customers raise tickets from a portal, a live chat or the Cognixia chatbot, and agents work them from a shared queue with notes, approvals and a full history.
It is multi-tenant, so you can run one support desk per company or brand: each workspace has its own agents, customers, branding and domain, and its data is kept separate from every other workspace. A platform owner manages all of them, along with plans and an audit log.
Also includes
- Four roles with granular permissions
- Departments
- Agent goals
- Email and in-app notifications
- CSV export
- Audit log
- Subscription plans
Built with
- Laravel
- Vue 3
- MySQL
Features
What You Get
Ticket workflow
Claim, assign and reassign tickets, keep internal notes, and send finished work for admin approval before it closes.
Live chat
A queue of waiting chats, quick replies for common answers and a full chat history for every customer.
Knowledge base
Publish help articles by category so customers can find an answer before they raise a ticket.
SLA and reports
Set resolution targets by priority and track ticket trends, SLA compliance, agent performance and customer satisfaction.
Customer portal
Customers submit, follow, reply to and rate their tickets, or get help as a guest without creating an account.
Want to see Cognixia TMS in action?
Book a short call and we will walk you through it.
Use Cases
Where It Fits
Help desk for a team
Give employees or customers one place to raise and track requests, with departments, priorities and response targets.
Support for an online store
Turn chats and enquiries into tickets, assign them to agents and measure customer satisfaction.
Agencies and software vendors
Run a separate, branded support desk for each client from one platform.
How It Works
From Request to Result
- 1 A customer raises a ticket
- 2 It is assigned to an agent
- 3 The agent replies and resolves it
- 4 An admin approves and the customer rates
Yes. TMS is multi-tenant: each company gets its own workspace with its own agents, customers, branding and domain, while its data stays separate from every other workspace.
Four: a Super Admin who manages the whole platform, an Admin for each workspace, Agents who handle tickets and chats, and Customers who raise and follow their own tickets. Permissions can be set per agent.
Yes. Agents can claim waiting chats and use quick replies, and admins can publish help articles by category for customers to read before they raise a ticket.
Yes. Guests can submit a ticket with just a name and email address, which is also how the Cognixia chatbot raises tickets for website visitors.
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