Ticket Profiles allow you to define how Novus AI handles a specific support workflow.
A profile connects ticket categories, forms, AI behavior, staff controls, inactivity rules, closing behavior, transcripts, integrations, and other ticket settings into one manageable configuration.
Before creating a Ticket Profile, decide what type of support workflow you want Novus to handle.
Examples include:
- General Support
- Technical Support
- Billing Support
- Donation Support
- Event Claims
- Account Assistance
- Applications
Keeping each profile focused makes routing, automation, and AI behavior easier to manage.
Step 1 — Open Ticket Profiles
From the Novus AI dashboard:
Dashboard → Ticket System → Ticket Profiles
This page displays the Ticket Profiles configured for your Discord server.
Select Create Ticket Profile to begin.
Step 2 — Configure the Profile
Enter the basic information for the Ticket Profile.
Profile Name
Choose a clear name that describes the workflow.
Examples:
- General Support
- Technical Support
- Donation Support
- Event Claims
The name should make it easy for administrators to identify the purpose of the profile.
Description
Add a short description explaining what the profile is responsible for.
Example:
Handles client, launcher, login, connection, installation, update, and other technical support concerns.
Descriptions are especially useful when a server has several Ticket Profiles.
Step 3 — Select the Ticketing Environment
Configure how the Ticket Profile will operate with your ticket system.
Novus can support different ticketing environments depending on your configuration.
Novus In-House Ticketing
Choose the Novus In-House ticketing option when Novus should manage the ticket workflow directly.
This can include:
- Ticket creation
- Ticket panels
- Forms
- Native ticket controls
- AI handling
- Staff takeover
- Resolution workflows
- Inactivity handling
- Closing
- Transcript processing
- Channel finalization
This option is designed for servers that want to use Novus as their primary ticketing system.
Third-Party Ticketing
Choose the appropriate external ticket configuration when another ticket system manages the ticket channels.
In this configuration, Novus can provide AI support and configured automation while the external provider remains responsible for its own native ticket lifecycle.
This prevents Novus from unnecessarily replacing actions that belong to the external ticket system.
Step 4 — Configure Ticket Categories
Add the categories that belong to the Ticket Profile.
Categories help Novus identify the type of concern being submitted.
For example, a Technical Support profile might contain:
- Client Issues
- Launcher Issues
- Login Issues
- Connection Issues
- Installation Issues
- Game Crashes
A Donation Support profile might contain:
- Donation Inquiry
- Purchase Request
- Payment Concern
- Service Request
Each category can use its own configuration where supported, including forms, routing instructions, structured mappings, and integrations.
Use categories for related concerns instead of creating a separate Ticket Profile for every small variation of the same support workflow.
Step 5 — Attach Forms
Configure the information users should provide when creating or using the ticket.
Forms can collect structured information such as:
- Account Name
- User ID
- Character Name
- Order or Transaction Reference
- Payment Information
- Issue Description
- Screenshot or Proof
- Requested Service
Novus supports reusable forms, allowing the same form configuration to be used across supported workflows without recreating identical fields.
Step 6 — Configure Conditional Fields
If your form supports multiple scenarios, use conditional fields to request only the information relevant to the user's selection.
For example:
Concern Type: Donation Purchase
Display:
- Item
- Quantity
- Character Name
Concern Type: Event Reward
Display:
- Event Name
- Screenshot Proof
- Payment Information
Conditional forms reduce unnecessary questions and keep ticket creation easier for users.
When configuring conditions, test every possible path to make sure required fields remain accessible.
Step 7 — Configure AI Behavior
Configure how Novus AI should behave inside tickets associated with the profile.
AI configuration may include:
- Support instructions
- Knowledge sources
- Routing instructions
- Response behavior
- Escalation rules
- Silent behavior
- Staff intervention conditions
Keep the instructions focused on the responsibilities of the Ticket Profile.
For example, a Technical Support profile should not instruct the AI to process unrelated billing requests unless that behavior is intentionally configured.
Clear boundaries improve response accuracy and make escalation more predictable.
Step 8 — Configure Staff Takeover and Escalation
Determine how staff should intervene when a ticket requires human assistance.
A ticket may require staff intervention when:
- Manual verification is required
- The requested action cannot be completed by AI
- Administrative approval is required
- The user requests staff assistance
- The issue falls outside the configured AI responsibilities
- A workflow explicitly requires human action
Staff takeover allows human support to continue the ticket without requiring a separate support channel.
AI handling and staff takeover should be treated as separate stages of the support workflow.
Step 9 — Configure Resolution Detection
Configure whether Novus should detect when a conversation appears resolved.
When enabled, the workflow may follow a sequence such as:
Issue Appears Resolved
→ Resolution Confirmation
→ User Confirms
→ Configured Closing Workflow
Resolution detection helps reduce tickets that remain open after the user's concern has already been addressed.
Resolution confirmation is separate from an administrative Staff Close.
Staff can still manually close tickets when necessary.
Step 10 — Configure Inactivity Handling
Configure how Novus should handle tickets that become inactive.
Depending on the available configuration, the workflow may include:
Ticket Becomes Inactive
→ Inactivity Notice
→ Final Warning
→ Configured Closing or Finalization
Configure the inactivity settings according to the expected response time of your support team and community.
Avoid making inactivity periods unnecessarily short, especially for workflows where users may need time to gather information or wait for staff action.
The final behavior may differ between Novus In-House and Third-Party ticketing environments.
Step 11 — Configure Closing Behavior
Review how tickets should be handled when they reach the end of their lifecycle.
Tickets may reach closing through different paths, including:
- User-confirmed resolution
- Staff action
- Inactivity handling
- Native ticket controls
- Other configured workflow actions
For Novus In-House tickets, Novus can manage the native closing and finalization process.
For Third-Party ticketing environments, Novus should respect the lifecycle responsibilities of the external ticket provider.
Test each closing path before deploying the profile.
Step 12 — Configure Transcript Handling
Configure how ticket transcripts should be handled when a ticket is finalized.
Depending on the available configuration, transcript handling may determine whether the ticket conversation should be:
- Saved
- Ignored
- Processed according to the configured transcript workflow
Transcript handling may also work with supported archival or integration destinations.
Transcript processing is separate from Knowledge Review.
Saving a transcript does not automatically mean that its content should become part of the Novus Knowledge Base.
Step 13 — Configure Knowledge Review
If Knowledge Review is enabled for the workflow, authorized staff can review eligible information from completed tickets.
The workflow may allow staff to decide whether useful support information should be:
- Added or saved to the Knowledge Base
- Ignored
Only reusable support knowledge should be saved.
Avoid storing temporary information, personal data, payment details, account-specific information, or other content that should not become general AI knowledge.
Step 14 — Configure Concurrent Ticket Controls
Configure concurrent ticket restrictions where available.
These controls determine how many active tickets a user may have at the same time.
Concurrent ticket controls can help:
- Prevent duplicate tickets
- Reduce spam
- Protect support capacity
- Keep ticket queues manageable
Available limits may depend on your Novus plan and ticket configuration.
Choose limits appropriate for your server's support workload.
Step 15 — Configure Structured Data Mapping
Ticket form fields can be mapped into structured data for supported integrations and automation.
For example:
| Form Field | Semantic Key |
|---|---|
| GCash Number | payment_number |
| Payment Account | payment_number |
| Character Name | character_name |
| Screenshot Proof | proof |
Semantic mapping allows Novus to understand the logical meaning of information independently from the visible field label.
Where supported, multiple physical fields can share the same semantic meaning.
For example:
Donation Form
GCash Number → payment_number
Event Claim Form
Reward Account → payment_number
Both fields contain the same type of information even though users see different field names.
This makes structured integrations more reusable across categories and forms.
Step 16 — Configure Integrations
Connect the Ticket Profile to supported integrations when required.
Depending on your Novus configuration, integrations can use structured ticket information for workflows involving services such as:
- Google Sheets
- Google Drive
- Other supported integrations
Integration behavior may depend on:
- Ticket category
- Form fields
- Semantic mappings
- Workflow triggers
- Destination configuration
- Conditions
Only configure mappings for integrations that are actually enabled.
Creating a field or semantic mapping does not automatically activate an external integration.
Step 17 — Save the Ticket Profile
After reviewing the configuration, save the Ticket Profile.
Saving the profile does not replace proper testing.
Before allowing members to use the workflow, verify that every important configuration behaves as expected.
Step 18 — Test the Complete Workflow
Create a test ticket using the same process a normal member would use.
Test the complete lifecycle:
Ticket Creation
→ Category Selection
→ Form Submission
→ Conditional Fields
→ AI Response
→ Staff Takeover
→ Resolution Detection
→ Closing
→ Transcript Handling
→ Knowledge Review
→ Integrations
Also test alternative paths.
For example:
Inactive Ticket
→ Inactivity Notice
→ Final Warning
→ Finalization
If you use Third-Party ticketing, verify that Novus does not interfere with lifecycle actions that should remain under the external ticket provider.
Common Configuration Mistakes
Creating Too Many Profiles
Do not create a separate Ticket Profile for every small concern.
Use categories when the concerns belong to the same overall support workflow.
Asking Every User Every Question
Use conditional fields when information is only required for certain concerns.
Mixing Unrelated AI Responsibilities
Avoid putting unrelated support responsibilities into one AI configuration unless there is a clear reason to do so.
Confusing Transcripts with Knowledge
Transcript storage and Knowledge Review serve different purposes.
A transcript is a record of a ticket conversation.
Knowledge is reusable information that Novus may use to assist future users.
Activating Integrations Without Testing Mappings
Always verify that structured fields are being sent to the expected destination before using the workflow in production.
Testing Only Ticket Creation
A successful ticket creation does not mean the entire workflow is working.
Always test resolution, staff takeover, inactivity, closing, transcripts, Knowledge Review, and integrations.
Recommended Setup Order
For a new Ticket Profile, the recommended configuration order is:
- Create the Ticket Profile
- Select the ticketing environment
- Create or assign categories
- Create or attach forms
- Configure conditional fields
- Configure AI behavior
- Configure staff takeover
- Configure resolution detection
- Configure inactivity handling
- Configure closing behavior
- Configure transcript handling
- Configure Knowledge Review
- Configure concurrent ticket controls
- Configure structured mappings
- Configure integrations
- Save the profile
- Test the complete workflow
Once testing is complete, the Ticket Profile can be used as part of your production support workflow.