support-agent

---
title: "Hermes Support Agent - CorpusIQ Docs"
description: Deploy an AI customer support agent for ticket triage, knowledge base search, response drafting, SLA monitoring, and trending issue detection. Complete Hermes configuration blueprint.
category: Agents
tags:
  - support-agent
  - ticket-triage
  - sla-monitoring
  - customer-support
  - ai-support-assistant
last_updated: 2026-09-17
canonical: "https://www.corpusiq.io/docs/hermes/agents/support-agent/"
robots: "index,follow"

---

# 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](/docs/hermes/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](/docs/hermes/agents) · [Sales Agent](/docs/hermes/agents/sales-agent) · [CRM Connectors](/docs/hermes/mcp/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

## Recommended Model

**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

```cron
# 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

```bash
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.

### What is trending issue detection?

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.

## Related Pages

- [Agent Library  --  All 9 Role Configurations](/docs/hermes/agents)
- [Sales Agent  --  Pipeline & CRM Automation](/docs/hermes/agents/sales-agent)
- [DevOps Agent  --  Infrastructure & Incident Management](/docs/hermes/agents/devops-agent)
- [CorpusIQ MCP Connectors  --  40+ Business Tools](/docs/hermes/mcp/connectors)
- [Cron Scheduling Guide](/docs/hermes/governance/scheduling)


*Curated in the [Hermes Community Hub](https://github.com/CorpusIQ/corpusiq-docs/tree/main/hermes)  --  406+ tools, skills, and agents. Powered by [CorpusIQ](https://www.corpusiq.io).*
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*This Hermes repo is one of the largest structured collections of public AI, automation, business, and technology documentation. Content remains attributed to original authors and repositories. Indexed and organized by [www.CorpusIQ.io](https://www.corpusiq.io).*