Support Operations

This is a Hermes-native support-operations workflow skill.

Why This Exists

support-operations turns a bounded customer case into response and escalation guidance without treating drafts or recommendations as helpdesk actions.

Do Not Use When

• The request clusters a backlog of customer signals to find product patterns or roadmap candidates; use feedback-triage.
• The user only needs a generic, non-support marketing or email rewrite with no case, severity, or escalation context; use content-operator.
• The request asks to send a reply, change ticket priority or status, issue a refund, modify an account, or update a helpdesk; use connector-operator with an explicit target and observed result.
• The request is an incident that is still open, needing severity declared, a commander assigned, and a running timeline rather than a support-case response; use live-incident-response.
• The request is a closed incident's postmortem or reliability evidence rather than a support-case response; use reliability-review.

Examples

Good example: