A support ticket should remain available while the member still needs assistance.
At the same time, tickets that have already been successfully resolved should not remain active indefinitely.
Novus AI can use the conversation context to help determine when a member's concern appears to be resolved and move the ticket toward the appropriate closing workflow.
Resolution Detection focuses on one important question:
Has the member's actual concern been successfully addressed?
What Is Resolution Detection?
Resolution Detection allows Novus AI to analyze the support conversation and identify signals that indicate whether the original concern has been resolved.
For example:
Novus AI:
Please reinstall the latest patch and restart the launcher.
Member:
That worked. It's opening now.
The member has clearly confirmed that the solution worked.
This is a strong resolution signal.
Resolution Is More Than a Keyword
Novus AI should not rely only on exact words such as:
- Resolved
- Fixed
- Solved
Members can confirm resolution in many different ways.
For example:
- "It's working now."
- "That worked."
- "Okay, it's fine now."
- "Problem is gone."
- "I can login now."
- "That fixed it, thanks."
- "All good now."
- "Okay na, gumagana na."
- "Ayos na sir, salamat."
- "Sudah bisa sekarang."
The AI can use the meaning of the conversation rather than requiring one specific phrase.
Strong Resolution Signals
Some messages provide clear evidence that the concern has been resolved.
Examples include:
"It's fixed now."
"That solved the problem."
"I can login now."
"The launcher is working."
"I received it already."
"Everything is okay now."
These messages directly confirm that the expected outcome was achieved.
Weak Resolution Signals
Other messages may sound positive but do not necessarily confirm resolution.
For example:
"Okay."
"Thanks."
"I'll try it."
"Got it."
"I'll check later."
"Hopefully that works."
These messages should not automatically be treated as confirmed resolution.
The member may simply be acknowledging the instructions.
Proposed Solution vs. Confirmed Resolution
It is important to distinguish between giving a solution and confirming that the solution worked.
For example:
Novus AI:
Try reinstalling the latest patch.
Member:
Okay, I'll try that.
The solution has been proposed, but the issue has not yet been confirmed as resolved.
Compare that with:
Member:
I reinstalled it and now it's working.
The solution has now been confirmed.
This distinction helps prevent premature ticket closure.
Resolution Can Be Confirmed by the Outcome
The member does not always need to explicitly say:
"Resolved."
For example:
Member:
I couldn't login earlier.
After troubleshooting:
Member:
I'm inside the game now.
The successful outcome itself strongly indicates that the original login concern has been resolved.
Conversation context helps Novus AI understand this.
Consider the Original Concern
Resolution should be evaluated against the reason the member requested support.
For example:
Original concern:
"I can't download the client."
Later message:
"Download is working now."
The outcome directly addresses the original concern.
Another example:
Original concern:
"My purchase hasn't arrived."
Later message:
"I received the item already."
Again, the original concern has clearly been resolved.
Multiple Concerns in One Ticket
A ticket may contain more than one concern.
For example:
Member:
My launcher isn't working and I also can't access my account.
Later:
Member:
Launcher is fixed now, but I still can't login.
The ticket should not necessarily be treated as completely resolved.
One concern has been solved, but another remains active.
Resolution Detection should consider the complete active support context.
Topic Changes Can Affect Resolution
Members sometimes ask a new question after the original concern has been resolved.
For example:
Member:
It's working now, thanks.
Then:
Member:
Also, where can I download the manual patch for my other PC?
The original issue may be resolved, but the conversation is continuing with another concern.
The ticket should not unexpectedly close while the member is actively requesting additional support.
Confirmation Before Closing
Detecting a likely resolution does not necessarily mean the ticket should immediately close.
Depending on your Ticket Profile configuration, Novus AI can request confirmation or present the next closing action.
For example:
"It looks like your issue has been resolved. You can close the ticket if you no longer need assistance."
This gives the member an opportunity to continue if something is still wrong.
Member Confirmation
Member confirmation provides one of the strongest indicators that a ticket is ready to proceed toward closure.
For example:
Novus AI:
Is everything working correctly now?
Member:
Yes, everything is working.
The concern can now proceed through the configured closing workflow.
Do Not Ask for Confirmation Unnecessarily
If the member has already clearly confirmed resolution, repeatedly asking whether the issue is resolved can feel repetitive.
For example:
Member:
It's completely fixed now. Everything is working.
Novus AI generally does not need to ask:
"Is your issue resolved?"
The member has already answered that question.
The configured workflow can proceed using the existing confirmation.
Do Not Close on Simple Gratitude
A message such as:
"Thanks."
does not always mean the issue has been resolved.
The member may be thanking Novus AI for the instructions before trying them.
Use the surrounding conversation to determine whether the actual outcome has been confirmed.
Do Not Close While Waiting for Results
For example:
Novus AI:
Restart your computer and try again.
Member:
Okay, I'll do it later.
The ticket is not confirmed resolved.
The member has not yet reported the result.
The ticket should remain subject to the normal active or inactivity workflow.
Do Not Treat Silence as Resolution
If the member stops responding, this does not prove that the problem was solved.
They may have:
- Become busy
- Gone offline
- Forgotten about the ticket
- Still have the problem
- Decided to try again later
This is why Resolution Detection and Inactivity Handling should be treated separately.
Resolution Detection vs. Inactivity
These features solve different problems.
Resolution Detection
Determines whether the conversation indicates that the concern was successfully addressed.
Inactivity Handling
Determines what should happen when no one has responded for a configured period.
A ticket can be:
- Resolved and active
- Resolved and inactive
- Unresolved and active
- Unresolved and inactive
Your Ticket Profile can determine how each situation should be handled.
Resolution After AI Assistance
Novus AI may successfully resolve the concern without staff intervention.
For example:
Member:
Launcher gives an error.
Novus AI provides a documented fix.
Member:
That worked. Thank you!
The ticket can now move toward the configured resolution and closing workflow without requiring staff simply to confirm what the member has already confirmed.
Resolution After Staff Takeover
Resolution Detection can also remain useful after staff intervention.
For example:
Staff:
I've corrected the issue. Please try logging in again.
Member:
It's working now.
The ticket now contains a clear resolution signal.
The configured workflow can proceed accordingly.
Staff Resolution and Member Confirmation
A staff member saying that an action has been completed does not always confirm that the member's problem is actually solved.
For example:
Staff:
I reset the account. Please try again.
The ticket may still need the member to test the result.
Compare that with:
Member:
I tested it and I can login now.
The second message confirms the outcome.
Unresolved Responses
Messages indicating that the problem continues should keep the ticket active.
Examples include:
- "Still not working."
- "Same problem."
- "I got another error."
- "It worked once but failed again."
- "I still haven't received it."
- "I can't login yet."
- "That didn't fix it."
These are clear unresolved signals.
Novus AI should continue support or escalate according to the configured workflow.
Partial Resolution
Sometimes a solution improves the situation without fully solving it.
For example:
Member:
The launcher opens now, but the game crashes after login.
The original launcher issue may have improved, but the member still has an active technical problem.
Novus AI should continue handling the remaining concern rather than treating the entire ticket as resolved.
Temporary Resolution
Be careful with statements that indicate only temporary success.
For example:
"It works for now."
or:
"It opened once, but I'm not sure if it's fixed."
These messages contain uncertainty.
The conversation may need additional confirmation before proceeding toward closure.
AI Confidence and Uncertainty
Resolution Detection should account for uncertainty.
When the conversation is unclear, it is safer to continue the support workflow or request confirmation rather than confidently declaring the ticket resolved.
For example:
Member:
I think it's okay.
Novus AI may ask whether the issue is now fully resolved if confirmation is important for the closing workflow.
Resolution Proposal
When Novus AI determines that the concern appears resolved, the ticket can enter a resolution proposal state according to your configured workflow.
This provides a transition between:
Active Support
and:
Ticket Closure
The purpose is to avoid closing the ticket unexpectedly.
Ticket Holder Can Still Respond
While the ticket is awaiting closure or confirmation, the ticket holder should retain the appropriate access defined by the Ticket Profile.
If the member reports:
"Wait, the problem came back."
the ticket should be able to return to active support rather than continuing toward closure as though the issue were still resolved.
Reopening the Support Flow
A ticket that appears resolved may become active again before final closure.
For example:
Member:
It's working now.
Later:
Member:
Actually, the same error returned.
The new message changes the support state.
Novus AI should treat the concern as active again and continue assistance according to the available Knowledge and escalation rules.
Resolution and Knowledge Base Processing
A successfully resolved ticket may contain useful information for future support.
For example:
- The member reports a new error.
- Existing Knowledge does not contain the solution.
- Staff identifies the correct fix.
- The member confirms the fix works.
- The ticket becomes resolved.
This creates a strong candidate for Knowledge Base improvement.
Resolution Is Important for Knowledge Quality
Confirmed resolution helps distinguish successful solutions from failed troubleshooting attempts.
For example:
Attempt 1: Did not work.
Attempt 2: Did not work.
Staff Solution: Worked.
If useful Knowledge is extracted from the ticket, the successful verified solution is much more valuable than storing every attempted fix as though they were equally effective.
Do Not Save Member-Specific Information as General Knowledge
Even when a ticket is resolved, not everything in the conversation should become Knowledge.
Avoid turning information such as:
- Member identifiers
- Private transaction details
- Account-specific data
- Personal information
- Private staff notes
into general Knowledge Base content.
Knowledge should focus on reusable and appropriate support information.
Resolution and Ticket Transcripts
Resolution status can also help make completed ticket transcripts easier to understand.
A completed transcript may contain:
- Original concern
- AI assistance
- Troubleshooting
- Staff intervention
- Resolution
- Closing information
- AI Summary when enabled
This provides a useful historical record of how the ticket was handled.
AI Summary After Resolution
When AI Summary is enabled, the final summary can describe the outcome of the ticket.
For example, it may summarize:
- What the member reported
- Important troubleshooting performed
- Whether staff intervention occurred
- What ultimately resolved the concern
- Whether the member confirmed success
The summary should remain concise and factual.
Testing Clear Resolution
Create a test ticket and have the member say:
"That fixed it. Everything is working now."
Verify that Novus AI recognizes the strong resolution signal and follows the configured next step.
Testing Weak Resolution
Try:
"Okay, thanks. I'll try it."
Verify that the system does not incorrectly treat this as confirmed resolution.
The member has acknowledged the instructions but has not reported the result.
Testing Unresolved Status
Try:
"I followed the steps but it's still not working."
Verify that the ticket remains active and Novus AI continues support or escalates when appropriate.
Testing Partial Resolution
Create a ticket with two concerns.
Resolve one while leaving the other unresolved.
Verify that the ticket does not incorrectly treat the entire conversation as complete.
Testing Resolution After Staff Takeover
Have staff resolve a manual concern.
Then have the member say:
"It's working now, thank you."
Verify that resolution handling still functions correctly after Staff Takeover.
Testing a Problem That Returns
Allow the ticket to reach a likely resolved state.
Before final closure, send:
"The problem came back."
Verify that the ticket returns to active support behavior.
This is an important safeguard against premature closure.
Resolution Detection Checklist
Before relying on Resolution Detection, verify that:
- Clear success messages are recognized.
- Different wording can indicate resolution.
- Multilingual confirmation can be understood according to your AI configuration.
- Simple gratitude is not automatically treated as resolution.
- Proposed solutions are distinguished from confirmed results.
- Unresolved responses keep the ticket active.
- Partial resolutions do not close tickets with remaining concerns.
- Uncertain results can request confirmation.
- Staff actions alone do not necessarily equal member-confirmed resolution.
- Resolution still works after Staff Takeover.
- New concerns prevent premature closure.
- A returned problem can reactivate the support flow.
- Resolution integrates with transcript and Knowledge processing.
- Existing Ticket Profile closing rules remain authoritative.
Next Step
Once a ticket has been confirmed or strongly identified as resolved, the next step is determining how and when the ticket should actually be closed, including member-initiated closing, staff review, Knowledge Base processing, and automatic closure when appropriate.
Continue to Ticket Closing & Knowledge Base Review.