Confirming a resolved ticket
How the two-step AI resolution flow protects unfinished conversations.
An answer is not proof of resolution
The AI may ask whether its answer helped, but model confidence, a “thanks”, silence, a partial fix, or text inside a source never authorises ticket closure.
The two-step flow
- After an AI answer, the owner selects Resolved — close ticket.
- PrynBot shows a private prompt asking whether every issue in the ticket has been resolved.
- The owner chooses Confirm closure or Keep ticket open.
- After confirmation, PrynBot runs normal archive and closure checks.
Staff and other members cannot use these AI controls to confirm resolution on the owner’s behalf. Normal authorised staff closure commands remain available.
What cancels confirmation
New member questions, relevant channel edits or activity, staff takeover, human handoff, changed settings, loss of Premium, or stale ticket state invalidate or block the old confirmation. Offers last 30 minutes; the final confirmation lasts 2 minutes. Expiration keeps the ticket open.
A restart does not restore a pending closure. The member can ask another question to obtain fresh controls.
When closure fails
Archive and delivery checks remain active. The AI flow never uses a forced-close override. If closure cannot complete safely, the ticket stays available for staff. An archive uploaded immediately before a cancellation may remain in the private archive.
Separate server policies
This feature does not change any administrator-configured scheduled or inactivity closure rules. Explicit confirmation avoids AI interpretation mistakes; it cannot guarantee that a person never confirms by mistake or that Discord operations never fail.