#8-Ticket Closing & Knowledge Base Review

Closing a ticket is the final stage of the active support workflow.

However, a completed ticket may contain something valuable before it disappears from the active support queue:

A verified solution that could help resolve similar tickets in the future.

Novus AI can combine ticket closing with Knowledge Base review so useful resolutions can be preserved while normal or already-documented tickets can close without unnecessary staff intervention.

The Ticket Closing Flow

Depending on the ticket and its configuration, the closing process may involve:

1. The concern is resolved.
2. Resolution is detected or confirmed.
3. The ticket enters the configured closing process.
4. Novus AI determines whether the conversation contains useful Knowledge.
5. Existing Knowledge is considered to avoid unnecessary duplication.
6. If new Knowledge should be reviewed, staff receives the appropriate review action.
7. Staff can accept or ignore the proposed Knowledge.
8. The Knowledge Base is updated when approved.
9. The ticket completes its closing process.
10. Transcript and summary behavior is processed according to configuration.

Not every ticket needs every step.

Member-Initiated Closing

The ticket holder may decide that they no longer need assistance and choose to close their ticket.

For example:

Member:
It's working now. Thank you.

The member then selects the available Close Ticket action.

If no additional Knowledge review is required, the ticket can proceed through the normal closing workflow.

Staff-Initiated Closing

Staff may also close a ticket when the support process is complete.

For example:

• The concern has been resolved.
• The member confirmed the solution.
• The requested staff action was completed.
• The ticket is no longer required.
• The configured support process has reached completion.

Staff closing should still respect any configured transcript, summary, and Knowledge processing behavior.

AI-Assisted Closing

Novus AI may recognize that the member has confirmed resolution.

For example:

Member:
That fixed it. Everything is working now.

Resolution Detection can identify that the active concern appears complete.

The ticket can then proceed toward the configured closing workflow rather than remaining open indefinitely.

Resolution and Closing Are Separate

A resolved ticket is not necessarily a closed ticket.

Think of the process as:

Active → Resolved → Closing → Closed

The resolution stage determines whether the support concern is complete.

The closing stage handles what needs to happen before the ticket is finalized.

This separation is especially important when Knowledge Base review or transcript processing is enabled.

Knowledge Base Review Before Closing

Some resolved tickets contain useful information that does not yet exist in your Knowledge Base.

For example:

1. A member reports a new technical problem.
2. Existing Knowledge does not contain a working solution.
3. Novus AI attempts available troubleshooting.
4. Staff investigates the issue.
5. Staff provides a new solution.
6. The member confirms that the solution works.

This conversation may now contain valuable reusable Knowledge.

Instead of losing that information when the ticket closes, Novus AI can prepare it for Knowledge Base review.

Not Every Ticket Needs Knowledge Review

Knowledge review should not unnecessarily delay every ticket.

For example, a member asks:

"Where can I download the client?"

Novus AI answers using information already available in the Knowledge Base.

The member confirms they found it.

There is usually nothing new to save.

The ticket can proceed through the normal closing process.

Existing Knowledge Should Not Be Saved Again

If the ticket was resolved entirely using existing Knowledge, creating another Knowledge entry with the same information may produce duplicates.

Before proposing new Knowledge, the workflow should consider whether the useful information is already documented.

The goal is to improve the Knowledge Base, not continuously duplicate it.

When Knowledge Review Is Useful

A resolved ticket may be a good Knowledge candidate when it contains:

• A newly discovered solution
• A new troubleshooting procedure
• A previously undocumented issue
• A verified workaround
• A useful clarification from staff
• A recurring support answer not currently documented
• A correction to outdated Knowledge
• A reusable resolution that could help future members

The information should be both verified and reusable.

Example

A member reports:

"The launcher immediately closes after the latest update."

Existing troubleshooting does not solve the issue.

Staff discovers that replacing a particular updated file resolves the problem.

The member confirms:

"That worked. Launcher opens normally now."

This may be a useful Knowledge candidate because:

• The problem is clearly identified.
• Existing Knowledge did not contain the solution.
• Staff provided the resolution.
• The member confirmed that it worked.
• The solution may help other members.

Knowledge Review Required

When Novus AI identifies useful new Knowledge during the closing process, the ticket may require staff review before final closure.

Instead of immediately closing the ticket, the workflow can temporarily move it into a Knowledge Base review state.

This prevents potentially useful support information from being lost.

Ticket Holder Access During Knowledge Review

Once the support concern itself has already been completed and the ticket enters Knowledge review, the member no longer needs to continue the normal support conversation.

Depending on your configured workflow, ticket-holder access can be restricted while staff reviews the proposed Knowledge.

This separates:

Member Support

from:

Internal Knowledge Review

The ticket is no longer waiting for additional troubleshooting from the member.

Knowledge Base Review Actions

When staff reviews the proposed Knowledge, there are generally two possible outcomes:

Accept

The proposed Knowledge is useful, accurate, and appropriate to save.

Ignore

The proposed Knowledge should not be added.

Both actions allow the ticket to continue toward final closure.

Accepting Proposed Knowledge

When staff selects Accept, the useful information can be saved to the Knowledge Base according to the configured Knowledge workflow.

The resulting Knowledge should focus on reusable information such as:

• Problem
• Cause when known
• Correct solution
• Important conditions
• Relevant procedure

It should not simply copy the entire conversation.

Example Knowledge Entry

Instead of saving:

Member: My launcher won't start.
AI: Try this.
Member: Didn't work.
Staff: Replace this file.
Member: Works now.

The Knowledge entry should capture the reusable resolution:

Issue: Launcher closes immediately after the latest update.

Resolution: Replace the affected client file with the current version and restart the launcher.

The exact Knowledge format depends on your Knowledge Base configuration.

Ignoring Proposed Knowledge

Not every suggested resolution belongs in the Knowledge Base.

Staff can choose Ignore when:

• The information is already documented.
• The solution is specific to one member.
• The information is temporary.
• The solution cannot be verified.
• The conversation contains no reusable information.
• The information should remain private.
• The proposed Knowledge is incorrect.
• The issue is unlikely to help future support.

Ignoring the suggestion does not mean the ticket was unresolved.

It only means that no new Knowledge should be saved from it.

Automatic Closing After Knowledge Review

Once staff completes the required Knowledge review, the ticket no longer needs to remain open solely for that process.

For example:

Accept → Save Knowledge → Close Ticket

or:

Ignore → Close Ticket

This keeps the review workflow simple and prevents reviewed tickets from remaining open unnecessarily.

When No Knowledge Review Is Needed

Some tickets can close immediately after the normal closing conditions are satisfied.

For example:

• Existing Knowledge already resolved the concern.
• No new reusable information was discovered.
• The ticket contains only member-specific information.
• No Knowledge candidate was generated.
• The solution was already documented.

In these cases, staff should not need to perform an unnecessary Knowledge review.

Member Closing With New Knowledge

A member may attempt to close the ticket immediately after a new solution has been discovered.

For example:

Staff:
Please replace the affected configuration file and restart the client.

Member:
That fixed it.

The member selects Close Ticket.

If Novus AI identifies that the resolution contains potentially useful new Knowledge, the ticket does not necessarily need to disappear immediately.

The support portion can be considered complete while the ticket moves into the configured staff Knowledge review process.

Member Closing Without New Knowledge

Consider another ticket:

Member:
Where is the download page?

Novus AI provides the existing documented link.

Member:
Found it, thanks.

The member closes the ticket.

Because the answer already came from existing Knowledge and nothing new was discovered, the ticket can proceed normally without unnecessary staff intervention.

This distinction keeps the system efficient.

Staff Closing With New Knowledge

The same Knowledge review logic can apply when staff initiates the close.

If the ticket contains a potentially reusable new resolution, the Knowledge review process can occur before final closure.

Staff should not need to manually copy useful solutions into the Knowledge Base every time.

Avoid Saving Entire Transcripts as Knowledge

A ticket transcript and a Knowledge Base article serve different purposes.

Transcript

Preserves the support conversation.

Knowledge Base

Stores reusable information that helps answer future questions.

Do not automatically turn an entire transcript into Knowledge.

Useful information should be extracted and organized into a concise, reusable form.

Remove Member-Specific Information

Knowledge created from tickets should not unnecessarily include:

• Member names
• Discord IDs
• Account identifiers
• Transaction references
• Personal information
• Private ticket details
• Authentication information
• Internal staff discussions

The Knowledge Base should preserve the solution, not the member's private support history.

Do Not Save Unverified Troubleshooting

A ticket may contain several failed attempts before reaching the correct solution.

For example:

Attempt 1: Failed
Attempt 2: Failed
Attempt 3: Failed
Staff Solution: Successful

The Knowledge workflow should not present all attempted solutions as though they were verified fixes.

Confirmed outcomes are more valuable for future AI support.

Knowledge Feedback Loop

Knowledge review creates an important improvement cycle:

Member reports problem

↓

Novus AI searches existing Knowledge

↓

Existing Knowledge cannot fully resolve it

↓

Staff provides a new solution

↓

Member confirms resolution

↓

Novus AI identifies reusable Knowledge

↓

Staff reviews it

↓

Knowledge is accepted

↓

Future tickets can use the new solution

Over time, this can reduce repeated staff work.

Closing and AI Summary

When AI Summary is enabled, Novus AI can generate a concise summary of the completed ticket.

A useful final summary may include:

• Original concern
• Important information provided
• Troubleshooting performed
• Staff intervention
• Final solution
• Member confirmation
• Resolution outcome

The summary can help staff understand the ticket without rereading the entire conversation.

Bottom-of-Transcript Summary

If your Ticket Profile is configured to include the AI Summary at the bottom of the transcript, verify that the summary is included during transcript generation.

This is especially useful for longer tickets containing:

• Multiple troubleshooting attempts
• AI assistance
• Staff takeover
• Rerouting
• Manual actions
• Final resolution

The transcript preserves the full conversation while the summary provides a quick overview.

Closing an Unresolved Ticket

Not every closed ticket is necessarily resolved.

A ticket may eventually close because:

• The member no longer wants assistance.
• The member abandons the conversation.
• The ticket reaches configured inactivity behavior.
• Staff determines that no further action can be taken.
• The request falls outside the available support process.

When possible, the transcript and summary should accurately reflect that the concern was unresolved rather than incorrectly describing it as successfully resolved.

Inactivity Is Not Resolution

A member who stops responding has not necessarily confirmed that the problem was fixed.

For example:

Novus AI:
Please restart the client and tell me whether the error continues.

The member never responds.

The ticket becomes inactive.

This should not automatically become:

Resolution: Fixed

Instead, inactivity handling should determine what happens next.

Test Member-Initiated Closing

Create a ticket with a normal documented concern.

Resolve it using existing Knowledge and close the ticket as the member.

Verify that:

• The ticket enters the correct closing process.
• No unnecessary Knowledge review occurs.
• Transcript behavior works.
• AI Summary appears when configured.
• The ticket closes successfully.

Test Closing With New Knowledge

Create a scenario where:

1. Existing Knowledge does not contain the solution.
2. Staff provides a new verified solution.
3. The member confirms it works.
4. The member attempts to close the ticket.

Verify that the configured Knowledge review process occurs before final closure.

Test Knowledge Accept

During Knowledge review, choose Accept.

Verify that:

• The proposed information is processed correctly.
• The reusable solution is saved according to your Knowledge workflow.
• Member-specific information is not unnecessarily included.
• The ticket completes its closing process afterward.

Test Knowledge Ignore

Repeat the process but select Ignore.

Verify that:

• No unwanted Knowledge is created.
• The ticket does not remain stuck in review.
• The closing process completes normally.

Test Existing Knowledge

Create a ticket that is resolved entirely using an existing Knowledge Base article.

Verify that the system does not unnecessarily create another copy of the same Knowledge during closure.

Test AI Summary and Transcript

Create a longer support conversation involving:

• Ticket Form information
• AI troubleshooting
• Staff Takeover
• Final resolution

Close the ticket and verify that:

• The transcript contains the expected conversation.
• The AI Summary is generated when enabled.
• The summary accurately describes the outcome.
• The bottom-of-transcript summary appears when configured.

Closing & Knowledge Review Checklist

Before relying on your closing workflow, verify that:

• Member-initiated closing works.
• Staff-initiated closing works.
• AI-assisted resolution integrates with closing.
• Resolved tickets are not always closed prematurely.
• Existing Knowledge does not create unnecessary duplicates.
• New reusable solutions can trigger Knowledge review.
• Staff can accept proposed Knowledge.
• Staff can ignore proposed Knowledge.
• Accepted Knowledge is processed correctly.
• Ignored Knowledge does not block closure.
• Member-specific information is excluded from reusable Knowledge.
• Failed troubleshooting is not presented as a verified solution.
• Tickets close automatically after completed Knowledge review when configured.
• Tickets without Knowledge review can close normally.
• AI Summary is generated when enabled.
• Bottom-of-transcript summary works when enabled.
• Unresolved tickets are not incorrectly marked as resolved.
• Transcript processing completes correctly.

Next Step

Some tickets may remain open because the member stops responding even though no confirmed resolution was reached.

The next step is configuring how Novus AI handles abandoned or inactive conversations without incorrectly treating inactivity as a successful resolution.

Continue to Ticket Inactivity & Automatic Closing.