Hermes finds help-document gaps in support tickets

Craig Hewitt’s fourth day of introducing agents into his business included sharing Hermes and its knowledge base with the team. He started with support and development because their work was closely connected and could be bounded more clearly than some other functions.

The concrete result was the first automated scan of new support tickets. It returned six suggestions for help documentation and two for marketing. The agent was therefore producing a specific review queue from actual incoming customer material, rather than merely being configured to watch a channel.

The account does not publish the suggested topics or demonstrate that the eight suggestions were accepted, that documentation was revised that day or that support volume fell afterward. This case preserves that distinction: the completed artifact was a set of recommendations from a ticket scan. Team access and the company knowledge base supplied operational context, while subsequent decisions remained unverified in this post.

The original X embed establishes Hewitt’s identity, timestamp and matching opening about sharing Hermes. Nous reproduces the attributed first-person passage containing the scan result. The useful pattern is to mine new support conversations for documentation gaps and separate help content from marketing opportunities. It should not be read as evidence that Hermes answered customers, published material or improved resolution metrics during this particular run.

Prompt
Suggested prompt (written by Agents In Use, not the author's)

Source: X · Craig Hewitt (@TheCraigHewitt)