Weekly CSAT review
Maya Okafor, support manager at Acme Ltd, asked how the team was rated this week. Memtro listed the average score per question and the responses still marked unresolved, each with its agent and ticket link.
Nicereply + Memtro
How did customers rate the support team this week, and which ratings need follow-up?
Nicereply collects your customer satisfaction surveys, and Memtro reads the results for you. It reads CSAT, NPS and CES responses with scores, comments and tags, by survey, agent and date, with the average score per question. It also reads surveys, questions, rated agents and tags. When asked and granted, it can record a response or an extra answer, correct an answer, and create and apply tags. It can also resolve or ignore a response's issue, move a response to another agent, and add an agent. Respondents' names, IP addresses and locations are never returned.
In Memtro
What you can do with Nicereply in Memtro
Ask in plain English from chat, your editor, a scheduled job or your own agent. The model picks the right Nicereply tool, reads what it needs, and answers with the source cited.
What it does
- 01Reads survey responses with scores, comments, tags and status, newest first, with the average score per question.
- 02Reads one response in full, with its issue status and the link to the help-desk ticket it came from.
- 03Reads surveys, questions with their scale, rated agents and tags.
- 04When asked and granted, records a response given another way, adds an answer, or corrects a recorded score. These change the agent's statistics.
- 05When asked and granted, creates and applies tags, or marks a response's issue resolved or ignored, taking it off the unresolved list.
- 06When asked and granted, moves a response to another agent, or adds an agent to be rated, which may count towards the account's allowance.
Acts when asked
When you ask it to
These tools change something in Nicereply. 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.
- 01Record a survey response for an agent
- 02Add an answer to an existing response
- 03Change a recorded answer's score or comment
- 04Create a tag
- 05Tag a response
- 06Remove a tag from a response
- 07Mark a response's issue resolved
- 08Mark a response's issue ignored
- 09Move a response to a different agent
- 10Add an agent (feedback object) to be rated
In practice
Ask it like you would a colleague
Once Nicereply 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.
Nicereply + MemtroWhat was our average CSAT score this week?
Which low ratings are still unresolved?
How has Dan Fletcher been rated this month?
What did customers say in their NPS comments last week?
Mark the issue on yesterday's two-star response as resolved.
Crediting the right agent
Tom Reilly, team lead at Northwind, noticed a rating had gone to the wrong agent. He asked Memtro to move it to Priya Sharma, and the rating now counts in her statistics.
Teams
Where it fits
The teams that lean on Nicereply 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 Nicereply 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 salesNicereply with HubSpotContacts, companies, deals and tickets, with the rest of the company's memory attached.
- CRM and salesNicereply with SalesforceAsk your CRM questions in plain English, down to the SOQL.
- CRM and salesNicereply with Twenty CRMObjects, fields and records from the open-source CRM, and records it can create and change when you ask.
- Finance and commerceNicereply with XeroInvoices, bills, contacts and reports, answered in plain English with figures cited to Xero.
- Finance and commerceNicereply with StripeCustomers, charges, invoices and subscriptions through a restricted key.
- Finance and commerceNicereply with FellohBookings, payments, refunds, chargebacks, supplier payments and payouts from the travel payments platform.
- Engineering and operationsNicereply with GitHubIssues, pull requests, code and commits, searchable by anyone who can ask a question.
- Engineering and operationsNicereply with AWS CloudWatchLogs, metrics and alarms from AWS, answered in plain English with the query that found them.
- Engineering and operationsNicereply 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
Re:amaze
SolarWinds Service Desk
Stonly
Syncro
Tidio- HelpDesk
Teamwork Desk- UserVoice
Setup
How to connect
Connect withLogin email and API token
- 1
In Nicereply, go to Settings, then Account, then API Tokens, and create a token. Copy it straight away, as it is shown once.
- 2
In Memtro, open Connections → Nicereply and enter your Login email and the API token.
- 3
The token has your user's permissions. An administrator grants the response, tag and agent actions by name to the teams that may use them.
- 4
Ask how the support team was rated this week.
Also works from
Chat in the dashboard, the OpenAI-compatible API, scheduled jobs, and any MCP client: Claude Code, OpenCode, Cursor, Claude Desktop. The Nicereply tools are the same everywhere.
FAQ
Questions
Can Memtro change anything in Nicereply?+
Only when you ask, and only what it has been granted: record a survey response for an agent; add an answer to an existing response; change a recorded answer's score or comment; create a tag; tag a response; remove a tag from a response; mark a response's issue resolved; mark a response's issue ignored; move a response to a different agent; add an agent (feedback object) to be rated. 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 Nicereply 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 Nicereply 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 Nicereply?+
Login email and API token. In Nicereply, go to Settings, then Account, then API Tokens, and create a token. Copy it straight away, as it is shown once.
Connect Nicereply in a few minutes
Seven-day free trial, then one monthly price per organisation. Connectors, jobs and memory are never metered.