SLA breaches before standup
Sarah Chen, support manager at Acme Ltd, asked which tickets had breached their SLA this week. Memtro listed them with inbox, agent, customer and response minutes, and flagged two still unassigned.
Teamwork Desk + Memtro
Which Teamwork Desk tickets are breaching their SLA, and who has them?
Teamwork Desk connects Memtro to your help desk. It reads tickets with subject, status, priority, inbox, assigned agent, customer, tags, and response and resolution times, and a ticket's messages cut short. It finds customers by name or company and reads inboxes, agents, statuses, priorities, ticket types and tags. When asked, and once an administrator has granted the action by name, it can open a ticket without notifying the customer, reply to the customer, change status, priority, agent or inbox, add a customer, log time and delete a ticket. Phone numbers, addresses and notes are not read.
In Memtro
What you can do with Teamwork Desk in Memtro
Ask in plain English from chat, your editor, a scheduled job or your own agent. The model picks the right Teamwork Desk tool, reads what it needs, and answers with the source cited.
What it does
- 01Lists tickets with subject, status, priority, inbox, agent, customer, tags, message count, response and resolution minutes and SLA breach
- 02Reads one ticket and its latest messages, oldest first, with who wrote each and its text cut at 1500 characters
- 03Searches customers by name, email or company with organisation, job title and ticket count
- 04Lists inboxes, agents with role and state, and the statuses, priorities, ticket types and tags tickets can carry
- 05When asked and granted, opens a ticket without emailing the customer, replies to the customer by email, which cannot be recalled, or adds a customer without a welcome email
- 06When asked and granted, changes a ticket's status, priority, agent or inbox, logs time against it as you, or deletes it, which Desk can restore
Acts when asked
When you ask it to
These tools change something in Teamwork 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.
- 01Open a ticket for a customer, without notifying them
- 02Reply to a ticket's customer (sent to them by e-mail)
- 03Change a ticket's status, priority, assigned agent or inbox
- 04Add a customer, without a welcome e-mail
- 05Log time against a ticket as the key's user
- 06Delete a ticket
In practice
Ask it like you would a colleague
Once Teamwork 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.
Teamwork Desk + MemtroWhich tickets have breached their SLA this week?
What has BigCo raised with support this month?
Which urgent tickets are unassigned?
What did the customer say in the last message on ticket 2210?
Assign ticket 2210 to Sarah and set it to high priority
Reassigning an escalation
Dan Fletcher, support lead at Northwind, asked Memtro to move a BigCo ticket to the billing inbox and give it to Priya Sharma at high priority. Memtro changed the inbox, agent and priority in Desk. The customer was not emailed, though Desk's own rules may tell the new agent.
Teams
Where it fits
The teams that lean on Teamwork 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 Teamwork 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 salesTeamwork Desk with HubSpotContacts, companies, deals and tickets, with the rest of the company's memory attached.
- CRM and salesTeamwork Desk with SalesforceAsk your CRM questions in plain English, down to the SOQL.
- CRM and salesTeamwork Desk with Twenty CRMObjects, fields and records from the open-source CRM, and records it can create and change when you ask.
- Finance and commerceTeamwork Desk with XeroInvoices, bills, contacts and reports, answered in plain English with figures cited to Xero.
- Finance and commerceTeamwork Desk with StripeCustomers, charges, invoices and subscriptions through a restricted key.
- Finance and commerceTeamwork Desk with FellohBookings, payments, refunds, chargebacks, supplier payments and payouts from the travel payments platform.
- Engineering and operationsTeamwork Desk with GitHubIssues, pull requests, code and commits, searchable by anyone who can ask a question.
- Engineering and operationsTeamwork Desk with AWS CloudWatchLogs, metrics and alarms from AWS, answered in plain English with the query that found them.
- Engineering and operationsTeamwork 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
SolarWinds Service Desk
Stonly
Syncro
Tidio- HelpDesk
- UserVoice
Setup
How to connect
Connect withSite and API key
- 1
In Teamwork Desk, open your avatar → View Profile → API Keys.
- 2
Create an API key and copy the Key. It acts as you and sees what you see in Desk, so consider a dedicated Desk user for Memtro.
- 3
In Memtro, open Connections → Teamwork Desk and paste Site (acme.teamwork.com, or acme.eu.teamwork.com for an EU-hosted account) and API key.
- 4
Ask your first question: which tickets have breached their SLA 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 Teamwork Desk tools are the same everywhere.
FAQ
Questions
Can Memtro change anything in Teamwork Desk?+
Only when you ask, and only what it has been granted: open a ticket for a customer, without notifying them; reply to a ticket's customer (sent to them by e-mail); change a ticket's status, priority, assigned agent or inbox; add a customer, without a welcome e-mail; log time against a ticket as the key's user; delete a ticket. 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 Teamwork 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 Teamwork 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. An hourly sync anchors recently changed Teamwork Desk records into memory as entities.
How do I connect Teamwork Desk?+
Site and API key. In Teamwork Desk, open your avatar → View Profile → API Keys.
Connect Teamwork Desk in a few minutes
Seven-day free trial, then one monthly price per organisation. Connectors, jobs and memory are never metered.