How to open a ticket (protocol number)
Open a ticket to track a customer request through to the end. Each ticket gets a protocol number.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
A ticket is for what can’t be resolved right away: a reschedule, a complaint, a refund. It has a protocol number, priority, and owner, so it doesn’t get lost among conversations.
Where to find it in Cognizy
Before you start
- The customer must be registered in .
- Anyone with the Agent, Admin, or owner role can open tickets.
Step by step
- Step 1:
From the menu, open .
- Step 2:
Click New service.
- Step 3:
In Contact, enter the customer’s name or phone number and choose it from the list.
- Step 4:
Write the Subject in a few words and choose the Source, the Priority and, if you use it, the category.
- Step 5:
Click Open service.
- Step 6:
The ticket appears with the protocol number. Give this number to the customer: it’s how the request is tracked.
How to know it worked
The ticket stays in the Open tab, with protocol number, contact, priority, and the opening date.
If something goes wrong
The customer doesn’t appear in the search.
They’re not registered yet. Create the contact in Serve › Customers and come back to open the ticket.
Next step
Update the ticket’s status, priority, and owner as the service progresses.
Sign in with your Cognizy account to save your progress.
Sign in