[omh] Turn a support case into a clear customer reply, severity path, and owned next step.
SkillScore95Maintained
Automatic
◆Support pack
Last verified 8/18/2026
What it changes
Passed 21 of 22 test cases with the skill, and 8 of 22 without it.
Without skill36%
With skill95%
Checks it passed that the model alone missed
제공된 소스 경계와 신호 클러스터를 밝히고 고객 전달용 초안을 작성합니다
Categorizes severity and impact in an explicit issue matrix
Outlines known rate-limiting facts versus unverified gateway node logs
and 17 more in the full report
13 fixed8 passed either way1 still failing0 broke
Pass-rate lift
+59 pp
Tokens
+37%
Agent turns
0%
Response time
-4%
Model gemini-3.6-flashMeasured 8/18/2026v321 of 22 cases passed with skill
Tokens, turns and time describe resource use, not a dollar price.
See it in action
One of 13 test cases the skill fixed. Same model, same prompt, with and without the skill.
1 of 13
Prompt
We collected 300 support conversations from last quarter regarding missing export options. Group these historical signals to identify top roadmap priorities for the product team.
What was checked, without and with the skill
Checked
Without skill
With skill
Routes or recommends routing the request to feedback-triage rather than treating it as a single support case
Missed
Passed
Declines to generate a single-case support response or escalation matrix
Missed
Passed
case-03 · gemini-3.6-flash · 8/18/2026 · answers are capped and redacted
What's inside
The instructions your model reads when the skill loads.
SKILL.md113 linessingle file
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 active reliability incident or postmortem rather than a support-case response; use reliability-review.
Examples
Good example:
Prompt: Draft a calm reply for this login-outage customer and tell me whether it needs an engineering escalation.
Expected behavior: Prepare a customer-safe reply, severity matrix, engineering escalation recommendation, and owner handoff.
Why: The request is one support case with reply and escalation decisions, not a feedback backlog or ticket mutation.
Bad example:
Prompt: Cluster last quarter's support feedback into roadmap opportunities.
Expected behavior: Route to feedback-triage, not support-operations.
Why: A historical signal backlog needs product-pattern triage rather than case-level support guidance.
Completion Checklist
The source boundary, signal clusters, severity, and follow-up lane are named.
Bug, feature, research, strategy, and coding handoff outcomes stay separate.
The next workflow is recommended before any implementation claim.
Recovery Notes
If feedback lacks source or severity, ask for the missing signal before coding handoff.
If the item is actually a plan or research request, route to that workflow instead of triage.