Enterprise IT teams are already stretched to the limit, balancing complex environments and
24/7 critical operations. They shouldn’t have to fight their support tools, too. Every manual
form, tedious portal, and manual check-in creates friction and friction drains time and focus
when it matters most.
We built the NextGen Support Portal to completely remove that friction. For Cohesity, world
class support isn’t a goal it’s our standard. True support isn’t just about speed it’s about
making the process effortless. Powered by an agentic AI architecture, our new portal doesn’t
force you to learn a new system. It adapts to your workflow, speaks your language, and moves
at your pace.
Support designed around how customers actually work
The Old Way: Customers had to diagnose their own problems searching for articles, picking
categories, and trying to speak “support language”.
The NextGen Way: Our agentic AI takes on the complexity.
- Plain Language: Just describe the issue naturally the AI handles the rest.
- Interactive Troubleshooting: The engine asks targeted questions to narrow down the problem and guides you to a fix at your own pace.
- Instant Escalation: If a human engineer is needed, a case is automatically created with the full chat history intact.
The Result: Faster, independent resolutions with an AI expert guiding you every step of the way.
Self-served interactions
Since introducing the guided AI troubleshooting engine in April 2026, we’ve seen approximately
50% of interactions resolved by customers themselves without ever needing to open a case.
What’s new: Six capabilities that change everything
The NextGen Support Portal launches six capabilities that represent a complete reimagining of
the support experience.
- AI-powered troubleshooting: Step-by-step guided troubleshooting walks customers through resolution, asking clarifying questions when details are unclear and adapting in real time so customers resolve issues themselves, quickly and confidently.
- Smarter case creation: Priority, subject, description, and case tags are auto-populated by the AI from the conversation context. TSEs receive cases that are ready to work from minute one.
- Smarter escalation: Intelligent guardrails ensure escalations are meaningful. It auto detects TSE availability when a case is escalated, and based on their availability, it will notify the TSE or redispatch the case based on the feedback.
- Entitlement management system (VEMS) and downloads unified: License management and Cohesity NetBackup software downloads are now integrated directly into the Support Portal. One login. One experience. No portal-hopping.
- Full return merchandise authorization (RMA) tracking: End-to-end visibility across every stage of the RMA lifecycle not just the initial questionnaire. Customers always know exactly where their hardware return stands.
- What’s new: A living changelog is embedded in the portal. Customers always know what’s shipped, what’s coming, and how the experience is evolving.
Cutting-edge technology at the core
The NextGen Support Portal is backed by a production grade, agentic AI stack. At its core, a
Retrieval-Augmented Generation (RAG) engine scans our entire knowledge base, product docs,
and case history to deliver precise, real-time answers.
But it goes beyond answers the agentic layer handles complex, multi-step workflows
autonomously. It diagnoses the issue, presents solutions, confirms your intent, and can even log
a fully detailed support ticket within a single conversation. When a human engineer steps in,
they don’t get a vague one-liner; they receive a comprehensive brief with AI-generated context,
triage details, and ready-to-go next steps. What used to be a luxury exclusive to big tech giants
is now Cohesity’s standard for customer support.
This is just the beginning
We designed the NextGen Support Portal with extensibility in mind. The What’s New section
exists precisely because we intend to keep moving rapidly, visibly, and in direct response to
customer feedback.
Central to our roadmap is a relentless focus on making the support experience more proactive.
Our goal is to move beyond reactive resolution entirely surfacing answers, guidance, and best
practices to customers before an issue ever materializes. We are investing significantly in
deepening the intelligence of our AI engine, improving the breadth of our knowledge corpus,
and building smarter contextual workflows that continuously anticipate customer needs at
every touchpoint.
We are also working on a set of exciting initiatives designed to deepen the connection between
product intelligence and support experience. By integrating directly with Cohesity products, we
will surface real-time telemetry and health insights from your environment into the support
portal, giving you direct visibility into how your systems are performing, where potential risks
may be emerging, and what actions to take before they become incidents.
For our customers, the message is simple: Cohesity is not waiting for the future of support to
arrive. We are building it continuously, deliberately, and with your experience at the center of
every decision.
Kiran, R. (2026, May 12). The future of support is here—and it’s agentic. Cohesity Blog. https://www.cohesity.com/blogs/the-future-of-support-is-here-and-its-agentic/