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

# Response drafting

> Draft ticket replies from your help docs, past resolutions, and account history.

Agents spend time searching help docs and old tickets for every reply. Hops drafts a first-pass answer from the ticket, the customer's history and your help docs, citing the article it used.

<Info>
  **How it runs:** Ask Hops, with a skill so the output has the same format every time. No automation needed.
</Info>

## What it does

* **Reads the whole context.** The ticket, the customer's history and their account details.
* **Answers from your help docs** and cites the article used.
* **Matches your tone.** Helpful, direct, no jargon, with numbered steps when needed.
* **Never invents product behavior.** If the docs do not cover it, Hops says so and suggests who to ask.

<Frame>
  <img src="https://mintcdn.com/hopsdocs/E03FYifT87c9QmFJ/images/use-cases/support-response-drafting.gif?s=5f1aab9e5b09c1fb92fcc437a5b95f48" alt="Support Inbox connection, Hops drafted a reply from the ticket, customer history and help docs" width="1440" height="810" data-path="images/use-cases/support-response-drafting.gif" />
</Frame>

## Ask Hops

Copy a prompt into any chat with Hops, or mention `@Hops` in a Space.

```text theme={null}
Draft a reply to ticket #48213 from Acme.
```

```text theme={null}
Reply to Globex's SSO question using our help docs.
```

```text theme={null}
Draft a response to Northwind who asked for a refund, citing our policy.
```

```text theme={null}
Shorten the draft and make it friendlier.
```

Example reply:

> Draft reply for Acme:
>
> > Hi Dana, thanks for flagging the export issue.
>
> * Steps 1-3 from the Exports help article.
> * Next step: reply if it still fails and we will escalate.

## What you get

* **A draft in chat**, in the same thread, with the help doc cited.
* **A saved Doc, when you ask for one.** Say "save this as a doc" and Hops writes it to **Docs** in the Space.
* **A reply draft** in the Support Inbox, when you ask Hops to prepare it there.

## Connections needed

Connect these apps. Each card opens Connections in the app.

<CardGroup cols={3}>
  <Card title="Zendesk" icon="plug" href="https://app.hops.ai/my-hops/connections">
    Tickets and sentiment (or Intercom).
  </Card>

  <Card title="Notion" icon="book" href="https://app.hops.ai/my-hops/connections">
    Help center articles (or Confluence).
  </Card>

  <Card title="HubSpot" icon="hubspot" href="https://app.hops.ai/my-hops/connections">
    Deals, contacts and owners (or Salesforce).
  </Card>

  <Card title="Support Inbox" icon="plug" href="https://app.hops.ai/my-hops/connections">
    Ticket threads and customer history.
  </Card>
</CardGroup>

## Set it up

<Steps>
  <Step title="Connect your apps">
    Connect the apps above in **Connections**.

    See [Connections](/docs/connections/overview).
  </Step>

  <Step title="Pin context (optional)">
    Create a **support** Space and pin your tone guide and top help articles in Space context.

    See [Spaces](/docs/spaces/overview) and [Space context](/docs/spaces/space-context).
  </Step>

  <Step title="Add the skill">
    Create a skill with this prompt so the output has the same format every time.

    ```text theme={null}
    You draft first-pass replies to support tickets. Use the customer's ticket history, their account context, and the help docs. Match the team's tone, helpful, direct, no jargon. If a solution requires steps, number them. Cite the help doc you used. Never invent product behavior.
    ```

    See [Build a skill](/docs/agents/build-a-skill).
  </Step>

  <Step title="Ask">
    Ask Hops in chat. Mention the account or period you care about.
  </Step>
</Steps>


## Related topics

- [Explore use cases](/use-cases/overview.md)
- [Support](/teams/support.md)
- [Chat](/spaces/chat.md)
- [Hops overview](/agents/overview.md)
- [Contract redlines](/teams/legal/use-cases/contract-summary.md)


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