Morning queue check
Dan Fletcher, IT service manager at BigCo, asked which high priority incidents were updated today. Memtro listed each with its number, state, assignee, group and requester, and opened the oldest to show its SLA breaches.
SolarWinds Service Desk + Memtro
Which high priority incidents were updated today, and who has them?
SolarWinds Service Desk, once Samanage, puts your IT service management within reach of a question. You see incidents and service requests with state, priority, assignee, requester and SLA breaches, problems, changes, knowledge base solutions, hardware assets, users by name and role, and time logged. When asked and granted, Memtro can create, update or delete incidents, comment on an incident, problem or change, log time, add or complete tasks, and create problems and solution articles. Worth knowing: only a Service Desk administrator can generate the token, and a new one invalidates every earlier token. Incident comments are not read.
In Memtro
What you can do with SolarWinds Service Desk in Memtro
Ask in plain English from chat, your editor, a scheduled job or your own agent. The model picks the right SolarWinds Service Desk tool, reads what it needs, and answers with the source cited.
What it does
- 01See incidents and service requests by update or creation date, with state, priority, category, assignee, group and requester.
- 02Read one incident in full with its resolution and SLA breaches.
- 03List problems with root cause and workaround, and changes with planned dates and rollback plans.
- 04Search knowledge base solutions, hardware assets, users by name and role, and time logged on a record.
- 05When asked and granted, create, update or delete incidents. The API call notifies nobody, though the account's own rules may route them.
- 06When asked and granted, comment privately or notifying people, log time, add or complete tasks, and create problems and solution articles.
Acts when asked
When you ask it to
These tools change something in SolarWinds Service Desk. 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 an incident
- 02Update an incident's state, priority, assignee, category, due date or tags
- 03Delete an incident
- 04Comment on an incident, problem or change
- 05Log time on an incident, problem or change
- 06Add a task to an incident, problem or change
- 07Complete or reopen a task
- 08Create a problem
- 09Create a knowledge base solution
In practice
Ask it like you would a colleague
Once SolarWinds Service Desk 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.
SolarWinds Service Desk + MemtroWhich high priority incidents were updated today?
Is there a known fix for VPN drop-outs?
What changes are planned for this weekend?
How much time was logged on incident 4512?
Raise an incident for the broken printer on the third floor.
Private note on outage
Maya Okafor, service desk analyst at Acme Ltd, asked Memtro to note on an incident that the vendor had confirmed a fix. Memtro added a private comment, kept to the service desk team, and nobody was notified.
Teams
Where it fits
The teams that lean on SolarWinds Service Desk 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 SolarWinds Service Desk 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 salesSolarWinds Service Desk with HubSpotContacts, companies, deals and tickets, with the rest of the company's memory attached.
- CRM and salesSolarWinds Service Desk with SalesforceAsk your CRM questions in plain English, down to the SOQL.
- CRM and salesSolarWinds Service Desk with Twenty CRMObjects, fields and records from the open-source CRM, and records it can create and change when you ask.
- Finance and commerceSolarWinds Service Desk with XeroInvoices, bills, contacts and reports, answered in plain English with figures cited to Xero.
- Finance and commerceSolarWinds Service Desk with StripeCustomers, charges, invoices and subscriptions through a restricted key.
- Finance and commerceSolarWinds Service Desk with FellohBookings, payments, refunds, chargebacks, supplier payments and payouts from the travel payments platform.
- Engineering and operationsSolarWinds Service Desk with GitHubIssues, pull requests, code and commits, searchable by anyone who can ask a question.
- Engineering and operationsSolarWinds Service Desk with AWS CloudWatchLogs, metrics and alarms from AWS, answered in plain English with the query that found them.
- Engineering and operationsSolarWinds Service Desk 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
Stonly
Syncro
Tidio- HelpDesk
Teamwork Desk- UserVoice
Setup
How to connect
Connect withAPI token
- 1
In Service Desk, an administrator goes to Setup, then Users & Groups, then Users, opens their own user and chooses Generate JSON Web Token.
- 2
In Memtro, open Connections → SolarWinds Service Desk and paste it into API token. Set Region to eu or apj if your data is held there.
- 3
The token carries that user's role, so a read-only role gives a read-only connection. An administrator grants the actions by name to the teams that may use them.
- 4
Ask which high priority incidents were updated today.
Also works from
Chat in the dashboard, the OpenAI-compatible API, scheduled jobs, and any MCP client: Claude Code, OpenCode, Cursor, Claude Desktop. The SolarWinds Service Desk tools are the same everywhere.
FAQ
Questions
Can Memtro change anything in SolarWinds Service Desk?+
Only when you ask, and only what it has been granted: create an incident; update an incident's state, priority, assignee, category, due date or tags; delete an incident; comment on an incident, problem or change; log time on an incident, problem or change; add a task to an incident, problem or change; complete or reopen a task; create a problem; create a knowledge base solution. 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 SolarWinds Service Desk 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 SolarWinds Service Desk 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 SolarWinds Service Desk?+
API token. In Service Desk, an administrator goes to Setup, then Users & Groups, then Users, opens their own user and chooses Generate JSON Web Token.
Connect SolarWinds Service Desk in a few minutes
Seven-day free trial, then one monthly price per organisation. Connectors, jobs and memory are never metered.