The future of support is here—and it’s agentic

Enterprise IT teams are under extraordinary pressure. They manage complex environments, handle competing priorities, and support business-critical operations 24/7. The last thing they need is a support experience that requires extra effort to understand. Every manual form, portal to navigate, and status update is friction. Friction compounds. It erodes confidence, slows resolution, and adds cognitive load at the worst moment. 

We designed the NextGen Support Portal to eliminate friction. At Cohesity, delivering the best customer support experience in the industry is not an aspiration—it’s our baseline. Years of leading in this space have taught us the value of great support. It’s not just about speed or expertise. It’s about making the entire experience simple, intuitive, and natural. 

Our support portal isn’t one that customers need to learn to navigate. Instead, the portal adapts to how customers already work. With a fully agentic AI architecture, it's a fluid, intelligent experience. It meets customers where they are, speaks their language, and moves at their pace. 

Support designed around how customers actually work

Traditional support portals put the burden of diagnosis on the customer: 

• Find the right article. 
• Identify the right category. 
• And describe the problem at the right level of detail. 

Most customers aren’t support engineers. And they shouldn’t have to be. In the NextGen Portal, the AI takes on that diagnostic role and meets you at the start of your thoughts, not at the end of a form. 

The portal takes on complexity—so customers never have to—through a fully agentic AI architecture. Describe what is wrong in plain language, and the AI is already working. The guided troubleshooting engine doesn’t just surface a list of articles and leave you to figure out the rest. It engages and asks targeted questions when it needs more detail. It then uses those answers to refine its understanding before moving forward and guides you through a structured resolution path at your pace. 

When a case does need to be raised, it happens automatically. The portal pre-populates the case with the full context of everything discussed. The result? Customers genuinely resolve their own issues, independently and confidently. They do this in a fraction of the time it would have taken before, with the Agent as an expert companion. 

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.

1. 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.
2. 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.
3. 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. 
4. 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.
5. 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.
6. 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

A production-grade agentic AI stack powers the NextGen Support Portal. At its core, a retrieval augmented generation (RAG) engine indexes our knowledge base, product documentation, and historical case data to generate contextually accurate, real-time responses. 

The agentic layer enables autonomous, multi-step workflows.  It can interpret a customer's problem, search for relevant solutions, present options, confirm intent, and raise a fully populated support case, all within a single conversational flow. The human engineer who picks up that case is not deciphering a one-line subject line. They receive a structured brief, complete with AI-generated context, triage information, and suggested next steps. 

This infrastructure was once limited to the top tech companies. Now, Cohesity has made it our support standard.

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. 

I invite every customer to explore the NextGen Support Portal and to share your feedback with us directly. Your voice shaped what we have built. Your voice will shape what comes next.