What support teams use Hops for
- Response drafting: draft replies from your help docs, past resolutions, and account history
- Pattern surfacing: identify recurring issues across tickets before they become crises
- Escalation briefs: prepare a full context brief when a ticket moves to a senior agent or engineering
- Knowledge base updates: draft new help articles from resolved ticket threads
- Onboarding new agents: surface the full context of a customer or issue type for a new team member
Example workflows
Draft a responseConnect your support tool (Zendesk, Intercom, Front) and knowledge base. When a ticket comes in, ask your Support agent to draft a response from the customer’s history, the ticket content, and your help docs. Review and send.Weekly patterns report
Set up an automation: every Monday, your Support agent reads last week’s tickets and surfaces the top 3 recurring issues, with ticket counts and representative examples. Post to the Support Space.Escalation brief
A ticket is being escalated to engineering. Ask the agent to write a brief: customer background, issue history, steps already taken, and what’s still unresolved. Engineering has everything they need without reading 40 messages.Knowledge base update
A tricky issue just got resolved in a novel way. Ask the agent to draft a knowledge base article from the thread. Review, edit, and publish.