Morning queue check
Sarah Chen, support lead at Acme Ltd, asked which tickets were open and unassigned. Memtro listed them with requester, priority and when each was last messaged, oldest first.
HelpDesk + Memtro
Which HelpDesk tickets are open and waiting on the team?
HelpDesk connects Memtro to your email ticketing on HelpDesk.com. It reads tickets with subject, requester, status, priority, team, assigned agent, tags and rating, and one ticket's messages with private notes marked. It also reads agents, teams and tags. When asked, and once an administrator has granted the action by name, it can open a ticket, reply to the requester, add an internal note, change status, priority, subject or assignment, tag a ticket, add followers, ask the customer to rate, and delete a ticket. Replies, new tickets and rating requests reach the customer by email.
In Memtro
What you can do with HelpDesk in Memtro
Ask in plain English from chat, your editor, a scheduled job or your own agent. The model picks the right HelpDesk tool, reads what it needs, and answers with the source cited.
What it does
- 01Lists tickets with short id, subject, requester, status, priority, team, assigned agent, tags and rating, open ones unless you name a status
- 02Reads one ticket with its followers and timeline, each message with who wrote it, whether it was a private note and its text cut short
- 03Lists agents with name, email, role and teams, plus teams and tags with how many tickets carry each
- 04When asked and granted, opens a ticket for a requester or replies on one, which HelpDesk emails to the requester and cannot be unsent, or adds an internal note only agents see
- 05When asked and granted, changes a ticket's status, priority, subject, team or agent, adds tags or followers, and emails the requester a rating request
- 06When asked and granted, deletes a ticket, which moves to the trash and is purged by HelpDesk 30 days after its last update
Acts when asked
When you ask it to
These tools change something in HelpDesk. 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.
- 01Open a ticket for a requester (HelpDesk e-mails them the first message)
- 02Reply to a ticket's requester (sent to them by e-mail)
- 03Add an internal note to a ticket (agents only)
- 04Change a ticket's status, priority, subject, team or assigned agent
- 05Add tags to a ticket
- 06Add agents as followers of a ticket
- 07Send the customer a request to rate the ticket (e-mails them)
- 08Delete a ticket (to the trash, purged after 30 days)
In practice
Ask it like you would a colleague
Once HelpDesk 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.
HelpDesk + Memtro
Which tickets are open and unassigned?
What did BigCo's last ticket say?
Which tickets were rated bad this month?
How many open tickets carry the billing tag?
Add a note to ticket 1042 saying the refund is approved
A note for the team
Tom Reilly, support agent at Northwind, asked Memtro to add a note to a customer's ticket saying the refund had been approved and to mark it pending. Memtro added the private note and changed the status. The customer saw nothing, as private notes are never sent to the requester.
Teams
Where it fits
The teams that lean on HelpDesk 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 HelpDesk 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 salesHelpDesk with HubSpotContacts, companies, deals and tickets, with the rest of the company's memory attached.
- CRM and salesHelpDesk with SalesforceAsk your CRM questions in plain English, down to the SOQL.
- CRM and salesHelpDesk with Twenty CRMObjects, fields and records from the open-source CRM, and records it can create and change when you ask.
- Finance and commerceHelpDesk with XeroInvoices, bills, contacts and reports, answered in plain English with figures cited to Xero.
- Finance and commerceHelpDesk with StripeCustomers, charges, invoices and subscriptions through a restricted key.
- Finance and commerceHelpDesk with FellohBookings, payments, refunds, chargebacks, supplier payments and payouts from the travel payments platform.
- Engineering and operationsHelpDesk with GitHubIssues, pull requests, code and commits, searchable by anyone who can ask a question.
- Engineering and operationsHelpDesk with AWS CloudWatchLogs, metrics and alarms from AWS, answered in plain English with the query that found them.
- Engineering and operationsHelpDesk 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- Deskpro
Enchant- Featurebase
Frill
Gladly
HaloPSA
HappyFox
Jitbit Helpdesk
Nicereply
Re:amaze
SolarWinds Service Desk
Stonly
Syncro
Tidio
Teamwork Desk- UserVoice
Setup
How to connect
Connect withAccount ID and Personal access token
- 1
Sign in to developers.livechat.com/console with your HelpDesk email and password, and open Tools → Personal Access Tokens.
- 2
Create a token named Memtro with the scope accounts--my:ro, and copy it with the Account ID shown beside it. The token acts as you, so consider a dedicated agent for Memtro.
- 3
In Memtro, open Connections → HelpDesk and paste Account ID and Personal access token.
- 4
Ask your first question: which tickets are open and unassigned?
Also works from
Chat in the dashboard, the OpenAI-compatible API, scheduled jobs, and any MCP client: Claude Code, OpenCode, Cursor, Claude Desktop. The HelpDesk tools are the same everywhere.
FAQ
Questions
Can Memtro change anything in HelpDesk?+
Only when you ask, and only what it has been granted: open a ticket for a requester (HelpDesk e-mails them the first message); reply to a ticket's requester (sent to them by e-mail); add an internal note to a ticket (agents only); change a ticket's status, priority, subject, team or assigned agent; add tags to a ticket; add agents as followers of a ticket; send the customer a request to rate the ticket (e-mails them); delete a ticket (to the trash, purged after 30 days). 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 HelpDesk 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 HelpDesk 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 HelpDesk?+
Account ID and Personal access token. Sign in to developers.livechat.com/console with your HelpDesk email and password, and open Tools → Personal Access Tokens.
Connect HelpDesk in a few minutes
Seven-day free trial, then one monthly price per organisation. Connectors, jobs and memory are never metered.