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Hermes Support Agent — Autonomous Ticket Triage & SLA Monitoring

The Hermes Support Agent is your first line of defense for customer inquiries — it triages incoming tickets, searches your knowledge base for answers, drafts response templates, monitors SLA compliance, and surfaces trending issues before they become support crises. Deploy in minutes to handle the repetitive parts of ticket management so your human team can focus on complex, empathy-requiring conversations.

This agent integrates with your helpdesk, knowledge base, CRM, and communication tools through CorpusIQ MCP connectors.

Overview

The Support Agent eliminates manual ticket sorting and response drafting. Every 5 minutes it scans for new tickets, classifies them by type and priority, routes them to the right team, and — for common issues — drafts complete responses pulled from your knowledge base. Human agents review and send with one click.

Capability What It Does
Ticket triage Auto-classification by type, priority, and sentiment; intelligent routing
Knowledge base search Semantic search across docs and resolved tickets for answer retrieval
Response drafting Generates draft responses for common issues with appropriate tone and brand voice
SLA monitoring Tracks time-to-first-response and time-to-resolution; breach risk alerts
Trending issue detection Detects emerging issue clusters from multiple similar tickets

See also: Agent Library Overview · Sales Agent · CRM Connectors

How It Works

  1. Connect your helpdesk — via API integration with Zendesk, Intercom, Freshdesk, or Help Scout
  2. Link your knowledge base — Notion, Airtable, or Google Drive with support articles and macros
  3. Load the skills — Ticket triage, KB search, response draft, SLA monitor, trending issues
  4. Schedule the crons — Every-5-minute triage, every-30-minute SLA checks, daily summaries
  5. Human agents review — The agent drafts, humans approve and send

Key Features

  • Every-5-minute ticket triage during business hours — classification, prioritization, routing
  • Auto-drafted responses for low-complexity tickets (password resets, billing questions, shipping status)
  • SLA breach risk detection every 30 minutes with escalating alerts to team leads
  • Daily support summary at 5:30 PM — tickets created, resolved, breached
  • Trending issue clustering — detects when 3+ tickets share keywords or error patterns
  • Knowledge base gap analysis — identifies common questions with no existing article

Claude Sonnet 4 or GPT-4o — nuanced language for customer-facing responses with empathy and brand voice. Use Claude Haiku or GPT-4o Mini for classification and routing at scale.

MCP Connectors Needed

Connector Purpose
HubSpot / Close CRM Customer profile, subscription tier, deal history
Slack Ticket alerts, escalation notifications, trending flags
Gmail / Outlook Ticket creation from email, thread tracking
Stripe Subscription status, payment issues, refund eligibility
Notion / Airtable Knowledge base articles, support playbooks, macros
GA4 / PostHog Product usage data for troubleshooting

Sample Cron Schedule

# Ticket triage every 5 minutes during business hours
*/5 8-18 * * 1-5 hermes skill ticket-triage --unassigned-only

# SLA breach risk check every 30 minutes
*/30 * * * * hermes skill sla-monitor --breach-risk --window 30m

# Trending issue detection every hour
0 * * * * hermes skill trending-issues --period 4h --min-cluster 3

# Daily support summary at 5:30 PM
30 17 * * 1-5 hermes skill sla-monitor --daily-summary --format slack

# Knowledge base gap analysis every Monday at 9:00 AM
0 9 * * 1 hermes skill trending-issues --kb-gaps --period last_week

Quick-Start Command

hermes agent create support \
  --model claude-sonnet-4 \
  --skills ticket-triage,kb-search,response-draft,sla-monitor,trending-issues,customer-360 \
  --connectors hubspot,slack,gmail,stripe,notion \
  --profile support \
  --description "Customer support triage and response agent"

Configuration Notes

  • Define SLA targets (P1: 1h response, P2: 4h, P3: 24h) in canonical facts
  • Store brand voice guidelines, macros, and escalation paths
  • Map product feature names to knowledge base article tags for accurate search
  • Configure which ticket fields the agent can modify vs. human-approval-only

Extending

  • Add sentiment-escalation detecting frustrated customers for auto-escalation
  • Integrate with Jira or Linear for bug report creation from support tickets
  • Add self-service-optimizer analyzing help center search queries
  • Build a churn-intervention skill flagging cancellation-risk customers

FAQ

What does the Hermes Support Agent do?

The Hermes Support Agent autonomously triages incoming support tickets, searches your knowledge base for answers, drafts response templates, monitors SLA compliance with breach alerts, and detects trending issues from ticket clusters — all on scheduled crons.

How does ticket triage work?

Every 5 minutes during business hours, the agent scans for unassigned tickets, classifies them by type (billing, technical, account, feature request), checks priority against customer tier, and routes to the appropriate team or queue.

Can the agent write responses to customers?

Yes. For low-complexity tickets (password resets, billing questions, shipping status), the agent drafts complete responses using knowledge base articles and past resolved tickets. Human agents review and send with one click — the agent never sends without approval.

How does SLA monitoring work?

The agent checks every 30 minutes for tickets approaching breach. At 50% of SLA, it sends a gentle reminder. At 75%, it notifies the team lead. At 90%, it alerts the manager. After breach, it creates a post-mortem draft.

The agent clusters tickets with similar keywords or error messages. When 3+ tickets match within 4 hours, it flags a trending issue on Slack with the common pattern, affected customers, and suggested KB article or escalation path.