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.

Workflow Lane

• Current lane: Research and company ops (source-finder, research, best-practice-research, autoresearch-goal, research-brief, strategy-brief, feedback-triage, research-department, +13 more) - research, signals, ops, and briefings.
• If intent belongs to another lane, hand back to oh-my-hermes or name the adjacent workflow.
• Shared product, routing, compatibility, and evidence rules: omh-routing/references/skill-common-rail.md.

Use When

Use when one or a bounded set of support contacts needs response drafting, urgency classification, incident/escalation routing, and follow-up ownership.

Strong routing signals: support escalation, customer support reply, ticket triage, 고객 지원 에스컬레이션, 고객 답변 초안, 지원 티켓 분류

Catalog Metadata

Category: triage Phase: support-operations Hermes role: operator Quality tier: triage-gated Reasoning demand: standard

Quality bar:

• State issue, severity, impact, evidence gaps, owner, and next route.
• Draft a reply without treating it as a sent customer communication.

Handoff policy:

Keep domain framing, clarification, source/evidence synthesis, draft outputs, and next-work routing in Hermes. A prepared brief, review, reply, or plan is not an external action, approval, filing, send, publish, data mutation, implementation, review, CI, or merge claim. Prepare a connector, file, coding, or human-review handoff only when the user explicitly accepts that next step; report it only from observed evidence. Reply text is a draft, escalation is a recommendation, and no ticket state, message send, refund, account action, or customer outcome is claimed.

Required inputs:

• support case
• known facts
• customer impact
• available ownership or escalation path

Expert clarification questions:

• support case
• English: Which support case should we examine first?
• Korean: 어떤 지원 사례를 먼저 살펴봐야 하나요?

Expected outputs:

• customer-safe reply draft with stated facts, unknowns, and tone
• issue/severity/impact/escalation matrix
• internal next-step and owner handoff brief
• missing repro, account, entitlement, or approval evidence list

Artifact expectations:

• prepared support case brief when a wrapper captures it

Safety rules:

• Keep customer-safe facts, unknowns, and escalation recommendations distinct.
• Do not claim ticket mutation, message send, refund, account action, or case outcome.

Runtime Evidence

Preferred harness for this skill: ops-review.

sh
omh runtime record --skill support-operations --harness ops-review --status started

Record observed delegation results; otherwise return not_available or not_observed. Prepared OMH routing is not execution, review, CI, merge-readiness, or merge evidence.

• Treat wrapper memory/context summaries as advisory local context, not proof of opaque Hermes memory reads or changes.

Preserve workflow intent and stop conditions; verify before claiming completion.

Use Hermes-native subagent/delegation features when available: native subagents -> Hermes delegation when available, otherwise sequential lanes.

Shared product, compatibility, topology, memory, harness, and execution rules: omh-routing/references/skill-common-rail.md. Load it when applicable; otherwise name an unavailable capability.