SLA risk at lunchtime
Sarah Chen, a support lead at Acme Ltd, asked which tickets were awaiting an agent and breaching SLA. Memtro listed them with subject, urgency, department and creation date, oldest first, so she could hand them out.
Deskpro + Memtro
Which Deskpro tickets are awaiting an agent and breaching SLA?
Deskpro is your helpdesk. Memtro reads tickets by status, agent, requester, organisation, department, label, SLA and date, one ticket in full, its messages and internal notes, and people, organisations, departments and agents. When asked and granted, it can create tickets, reply to the requester, add internal notes, change a ticket's status, agent, department, urgency, labels or hold, merge or delete tickets, add CCs, note people and organisations, and create organisations. The key acts as one agent, whose permissions apply, and email addresses and phone numbers are never returned.
In Memtro
What you can do with Deskpro in Memtro
Ask in plain English from chat, your editor, a scheduled job or your own agent. The model picks the right Deskpro tool, reads what it needs, and answers with the source cited.
What it does
- 01List tickets by status, agent, requester, organisation, department, label, SLA state or creation date.
- 02Read one ticket in full and its messages, oldest first, with internal notes marked.
- 03Look up people, organisations with their email domains and ticket counts, departments and agents.
- 04When asked and granted, reply to a ticket, which is emailed to the requester and anyone CC'd, or create a ticket, whose triggers usually email an acknowledgement.
- 05When asked and granted, add an internal note that only agents see, or change a ticket's status, agent, team, department, urgency, labels or hold.
- 06When asked and granted, merge or delete tickets, add a CC, note a person or organisation, or create an organisation.
Acts when asked
When you ask it to
These tools change something in Deskpro. The model is told to use them only when you ask for exactly that, and an administrator grants each one by name to the teams that may use it; a personal connection acts only after its owner allows it.
- 01Create a ticket (triggers may email the requester)
- 02Reply to a ticket (emailed to the requester)
- 03Add an internal note to a ticket
- 04Change a ticket's status, agent, team, department, urgency, labels or hold
- 05Merge one ticket into another (permanent)
- 06Delete a ticket
- 07Add a CC to a ticket (they receive its replies)
- 08Add a note to a person
- 09Add a note to an organisation
- 10Create an organisation
In practice
Ask it like you would a colleague
Once Deskpro is connected, these are the kinds of things people ask. Plain questions, no syntax. If the answer lives partly in another system you have connected, Memtro looks there too.
Deskpro + Memtro
Which tickets are awaiting an agent and breaching SLA?
What has the customer said on ticket ABCD-1234 so far?
How many open tickets does Northwind have?
Which tickets in the billing department are on hold?
Add an internal note to ticket ABCD-1234 that the refund is approved.
A note for the team
Dan Fletcher, a support agent at BigCo, asked Memtro to note on a ticket that engineering had found the cause. Memtro added an internal note, which the other agents saw on the ticket while the requester was not emailed.
Teams
Where it fits
The teams that lean on Deskpro most, a question each of them asks, and what they connect beside it.
- SupportAnswer tickets with the whole company behind youAgent, Team lead, Escalation owner, Head of support“Which VIP conversations have been waiting more than a day?”Used alongside Help Scout, HubSpot, Postgres, Xero, Stripe and 8 more.
- ProductHear what customers actually ask forProduct manager, Researcher, Designer, Head of product“Which customers asked for SSO this quarter, and what is their combined ARR?”Used alongside Help Scout, HubSpot, Linear, Jira, Slack and 6 more.
- SalesWalk into every call briefedAccount executive, Account manager, Sales leader, Sales operations“Brief me on BigCo before the 3pm renewal call”Used alongside HubSpot, Help Scout, Xero, Gmail, Google Calendar and 6 more.
Better together
Works with
A record in Deskpro is rarely the whole story. Connect the systems that hold the rest and Memtro checks them together, then remembers what it learned so the next question starts further along.
- CRM and salesDeskpro with HubSpotContacts, companies, deals and tickets, with the rest of the company's memory attached.
- CRM and salesDeskpro with SalesforceAsk your CRM questions in plain English, down to the SOQL.
- CRM and salesDeskpro with Twenty CRMObjects, fields and records from the open-source CRM, and records it can create and change when you ask.
- Finance and commerceDeskpro with XeroInvoices, bills, contacts and reports, answered in plain English with figures cited to Xero.
- Finance and commerceDeskpro with StripeCustomers, charges, invoices and subscriptions through a restricted key.
- Finance and commerceDeskpro with FellohBookings, payments, refunds, chargebacks, supplier payments and payouts from the travel payments platform.
- Engineering and operationsDeskpro with GitHubIssues, pull requests, code and commits, searchable by anyone who can ask a question.
- Engineering and operationsDeskpro with AWS CloudWatchLogs, metrics and alarms from AWS, answered in plain English with the query that found them.
- Engineering and operationsDeskpro with SentryAsk what is breaking in production and get the stack trace, not a dashboard.
Also in Support
Using something else for the same job, or both? Each connector has its own tools; connect as many as you like.
- Help Scout
- Zendesk
- Intercom
Freshdesk- Front
- Zoho Desk
Gorgias- Jira Service Management
- Chatwoot
Crisp- Zammad
Groove
Plain
Freshchat
Freshservice
Kustomer- LiveChat
Dixa
HelpCrunch- Pylon
Custify
Atera- Survicate
Trengo
ConnectWise PSA
Enchant- Featurebase
Frill
Gladly
HaloPSA
HappyFox
Jitbit Helpdesk
Nicereply
Re:amaze
SolarWinds Service Desk
Stonly
Syncro
Tidio- HelpDesk
Teamwork Desk- UserVoice
Setup
How to connect
Connect withHelpdesk host and API key
- 1
In Deskpro Admin, open Apps & Integrations → API Keys and create a key named Memtro for API v2, with the agent Memtro acts as. Only an administrator can make one.
- 2
In Memtro, open Connections → Deskpro and paste the Helpdesk host, with no https://, and the whole API key, id:code.
- 3
Endpoint tags on the key can deny deletes, for example -*.delete. An administrator grants the reply, merge and delete actions by name to the teams that may use them.
- 4
Ask which tickets are awaiting an agent and breaching SLA.
Also works from
Chat in the dashboard, the OpenAI-compatible API, scheduled jobs, and any MCP client: Claude Code, OpenCode, Cursor, Claude Desktop. The Deskpro tools are the same everywhere.
FAQ
Questions
Can Memtro change anything in Deskpro?+
Only when you ask, and only what it has been granted: create a ticket (triggers may email the requester); reply to a ticket (emailed to the requester); add an internal note to a ticket; change a ticket's status, agent, team, department, urgency, labels or hold; merge one ticket into another (permanent); delete a ticket; add a CC to a ticket (they receive its replies); add a note to a person; add a note to an organisation; create an organisation. Every other tool reads, searches or lists. The Connections page labels the tools that act, an administrator grants each one by name to the teams that may use it, and a personal connection acts only after its owner allows it.
Who can use a Deskpro connection?+
A personal connection serves only your own requests. A shared connection serves the organisation: everyone, or only the teams an admin chooses. Admins can always add shared connections; other members need the permission.
Does Memtro store my Deskpro data?+
Credentials are encrypted at rest. Tool results are cached briefly so agent loops do not repeat identical calls, and the facts the model extracts are saved to your organisation's memory with provenance (system, record and link) so they can be checked and superseded.
How do I connect Deskpro?+
Helpdesk host and API key. In Deskpro Admin, open Apps & Integrations → API Keys and create a key named Memtro for API v2, with the agent Memtro acts as. Only an administrator can make one.
Connect Deskpro in a few minutes
Seven-day free trial, then one monthly price per organisation. Connectors, jobs and memory are never metered.