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omh-support-operations

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[omh] Support ticket your team must answer or escalate: turn a support case into a clear customer reply, severity path, and owned next step. Use when the user says: support escalation, customer support reply, ticket triage, 고객 지원 에스컬레이션, 고객 답변 초안, 지원 티켓 분류.

skills/omh-support-operations/SKILL.md

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Nov 9, 2026
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# 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 `omh-feedback-triage`.
- The user only needs a generic, non-support marketing or email rewrite with no case, severity, or escalation context; use `omh-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 `omh-apps` 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 `omh-live-incident-response`.
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