> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hops.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> How support teams use Hops to resolve faster, stay consistent, and surface patterns from customer conversations.

Support teams handle high volume, repetitive context, and time pressure. Hops helps your support team respond faster, surface patterns, and keep the team's knowledge from staying trapped in one person's head.

## 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 response**

> Connect 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.

## Recommended setup

**Tools to connect:** Zendesk, Intercom, or Front (tickets), your knowledge base or help center (Notion, Confluence, or a dedicated help tool), Slack (internal escalation channels), your CRM (customer account context).

**Spaces:** A shared Support Space for team-wide visibility, plus per-account or per-product Spaces for high-complexity areas.

## Related

* [Custom agents](/agents/custom-agents)
* [Automations](/agents/automations)
* [Featured integrations](/connections/featured-integrations)


## Related topics

- [Automations](/docs/agents/automations.md)
- [Agent instructions](/docs/agents/agent-instructions.md)
- [Welcome to Hops](/docs/index.md)
- [Integration marketplace](/docs/connections/integration-marketplace.md)
- [FAQ](/docs/help/faq.md)