Zendesk Ticket Triage Agent with Hermes

The useful part of a triage note is not the category, it is the suspected cause and the two questions that will settle the ticket. That is reasoning over the customer's own words, which is what Hermes and its open Nous Research models are pointed at. Everything factual around it, the article links and the volume count, comes from Zendesk itself.
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Free to start · guided setup · switch agents any time.

Live demo

Watch it work before it's live

Run a staged conversation — no account needed. The agent handles it for real while a simulated world answers its tool calls; nothing touches real accounts, and nothing is actually sent.

Checkout returns a 500 error for every customer since 08:15

Open

Anneke van der Meer <anneke@bloemhaven.nl>

Since 08:15 this morning every customer who clicks Pay gets a 500 error page and no order is created. I have tested in three browsers and on two devices, and it reproduces on our staging store as well. We are a florist and this is our peak delivery window, so we are losing roughly 40 orders an hour. Nothing changed on our side except the platform update notice you sent yesterday.

What you'll need

Set up in minutes

Using this template drops you into a guided setup. It asks exactly this, nothing else:

  1. Connect Zendesk

    One sign-in. The agent acts through your account, scoped to what this template uses.

  2. Connect Slack

    One sign-in. The agent acts through your account, scoped to what this template uses.

  3. Triage rules

    How you sort tickets - your categories, the tags each one gets, which queue or person owns it, and what to do with a ticket that fits nothing. The agent classifies against this and nothing else.

  4. Urgent criteria

    What makes a ticket worth interrupting someone for - the symptoms, customers, or words that mean now rather than tomorrow. Only tickets matching this reach Slack.

  5. Runs on Hermes

    Preselected for this page — connect your Hermes account during setup, or switch to NoClick's built-in models with one click.

  6. Watch it handle a test run

    A staged conversation against a simulated world — then it’s live.

A considered pairing

Why Hermes for this agent

Suspected cause, one line

Guessing well at what is actually broken saves the agent a whole reply cycle, and it is a reasoning task rather than a lookup.

Cites only real articles

Help center links come from what the search returned, and when nothing fits the note says so instead of offering a near miss.

Good to know

Before you fork

Is an open-model agent accurate enough to route my queue?

Routing is a constrained choice between categories you defined, which is a far easier problem than open-ended writing, and the note exposes its reasoning so mistakes are catchable. Stage your three most confusable tickets and read the classifications. Repointing the agent at a different harness later leaves your rules untouched.

Other editions

Run it with a different agent

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Make it yours

Put Zendesk Ticket Triage Agent to work on Hermes.

Free to start. Guided setup, a staged test run, and a workflow you can change at every step.