Local-first support automation.

cognilogs

The full loop

Every ticket gets the work it needs.

A scheduler picks up the ticket. The agent classifies it, investigates it, decides whether it can reply, and keeps watching if a person needs to step in.

Polling interval

5–60 minutes

Model

local, your choice

Concurrency

5–10 tickets

Close

reply + CSAT

From ticket to close.

A ticket enters from your ticketing system. The loop keeps going until the customer has an answer or a person has everything needed to finish the job.

01

Pick up the ticket.

A scheduler polls your ticketing system on the interval you set, from every five minutes to every hour. New and replied tickets arrive with the thread, customer, and SLA context attached. The content is sanitized before the model sees it.

  • Any ticketing system, not a single vendor.
  • Configurable polling interval.
  • Sanitization and context assembly before action.
See the deployment model
Ticketing system#4821SSO loop aftercertificate rotationEnterpriseP1MCMaya ChenNorthwind · financeUnderstands the requestcognilogsQueryAnswer from docsIssueInvestigate and fixFeatureEnable + approvalNeed one more detailAsked which cohortwas in the rollout.Awaiting customerTicket arrivesTicketing event / intent / path

02

Classify the request.

The agent separates a query, an issue, and a feature enablement request before it chooses a path. It checks whether the details it needs are present. If something is missing, the customer gets one clear question.

  • Three request types, one workflow.
  • Prerequisite checks before any tool runs.
  • The ticket waits in the right state, not a queue.
See the three paths
Queue statein progress
QueryKnowledge base · cited answer
IssueAudit log → codebase → database
FeatureAPI or browser automation · approval

The agent handles five to ten tickets at a time, depending on complexity and the checks each one needs.

03

Do the work.

Queries use the knowledge base: official docs, internal notes, and how agents answered before. Issues check audit logs, the codebase, databases, Kibana, Sentry, or Datadog. Feature requests can be enabled through an API or browser automation, with approval where it is required.

  • Evidence from the systems your team already checks.
  • Automated fixes trained on resolution steps.
  • RCA drafts stay with a person before they go out.
See the investigation layer
Audit logcertificate rotatedInvestigationrun #184$ audit.events --svc-ssocodebase.search metadatadb.query cohort_memberssentry.issue login.loopCodebasev8.4metadata.publishread-onlyConfidence evaluatorevidence complete0.93Highthreshold 0.85above thresholdReply + resolveevidence above 0.85Human reviewRCA + private noteEvery check leaves a trace

04

Decide and hand off.

Confidence decides whether the customer sees a reply. Above the line, the reply and resolution go out with sources attached. Below it, the case becomes a private note with the run, evidence, and suggested next step.

  • The default threshold is 0.85.
  • RCAs always receive human review.
  • A linked child ticket carries the context to another team.
Read the decision rules
Queue statein progress
QueryKnowledge base · cited answer
IssueAudit log → codebase → database
FeatureAPI or browser automation · approval

The agent handles five to ten tickets at a time, depending on complexity and the checks each one needs.

05

Watch until it closes.

Every child ticket enters an SLA tracker by severity and priority. The agent who owns it is notified by Slack or email. After three notifications without movement, their manager is brought in. When the child is resolved, cognilogs checks whether the answer can go to the customer and drafts the reply. A CSAT request can follow.

  • SLA checks every 15 minutes.
  • Three notifications, then the manager.
  • Child resolution can become the customer reply.
See the SLA watch
Parent#4821SSO loop blockingfinanceLinkedChild#4910Verify IdP metadataidentity team · P1SLA 2h 14mlinkedSLA watchChecks every 15 minutesopenedbreach15mUpdate syncedParent note refreshedafter internal activity3 reminders sentSlack + emailbefore breachManager alertedNo change after3 notificationsThe loop stays open until the work is done

Want to see it on your queue?

Bring one tough ticket. We will show you the path, the evidence, and the handoff.

Join the waitlistSee the product