Catching up on a ticket
Maya Okafor, support lead at Acme Ltd, asked what the latest was on ticket 2501567. Memtro read the ticket's messages and said the customer had chased twice since Tuesday, and an agent's internal note promised a replacement.
Trengo + Memtro
What's the latest on this customer's ticket, and what have we said so far?
Trengo connects Memtro to your shared inbox. It reads tickets by status, contact and update time, with subject, channel, assigned agent and a preview of the last message, and a ticket's messages in order, including internal notes. It finds contacts and lists your agents. When asked, and once an administrator has granted the action by name, it can add internal notes, reply to the customer on the ticket's channel, which cannot be recalled, send WhatsApp templates that Meta may charge for, open, assign and close tickets, and create, change or permanently delete contacts. It never returns a contact's phone number.
In Memtro
What you can do with Trengo in Memtro
Ask in plain English from chat, your editor, a scheduled job or your own agent. The model picks the right Trengo tool, reads what it needs, and answers with the source cited.
What it does
- 01Lists tickets newest message first, with status, subject, channel, assigned agent and a preview of the last message.
- 02Filters tickets by status, by contact or by when they were last updated.
- 03Reads a ticket's messages in order, inbound, outbound and internal notes, with who wrote each and when.
- 04Finds contacts by name, email or phone number and returns their name and email, never the phone number, and lists your agents.
- 05When asked and granted, adds an internal note only agents see, or replies to the customer on the ticket's own channel, such as email, WhatsApp or chat, which they receive at once and cannot be recalled.
- 06When asked and granted, sends an approved WhatsApp template, which Meta may charge for, opens, assigns and closes tickets, and creates, renames or permanently deletes contacts.
Acts when asked
When you ask it to
These tools change something in Trengo. 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.
- 01Add an internal note to a ticket (visible to agents only, never sent to the customer)
- 02Reply to the customer on a ticket's channel (email, WhatsApp, chat)
- 03Assign a ticket to an agent or a team
- 04Close a ticket, optionally with a ticket result
- 05Open a new ticket for a contact on a channel (sends nothing by itself)
- 06Send an approved WhatsApp template to a phone number or a ticket's contact
- 07Create a contact on a channel
- 08Rename a contact or set its contact groups
- 09Delete a contact (permanent)
In practice
Ask it like you would a colleague
Once Trengo 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.
Trengo + MemtroWhat's the latest on ticket 2501567?
Which open tickets were updated since Monday?
Show me every ticket from ada@acme.com.
Add an internal note to ticket 2501567 saying the refund was approved.
Reply to ticket 2501890 that the parcel left today.
Answering the customer
Dan Fletcher, a support agent at Northwind, asked Memtro to tell the customer on ticket 2501890 that the refund was approved and would arrive within five days. Memtro read the ticket first, then sent his approved words as a reply on the ticket's email channel. The customer received it at once.
Teams
Where it fits
The teams that lean on Trengo 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 Trengo 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 salesTrengo with HubSpotContacts, companies, deals and tickets, with the rest of the company's memory attached.
- CRM and salesTrengo with SalesforceAsk your CRM questions in plain English, down to the SOQL.
- CRM and salesTrengo with Twenty CRMObjects, fields and records from the open-source CRM, and records it can create and change when you ask.
- Finance and commerceTrengo with XeroInvoices, bills, contacts and reports, answered in plain English with figures cited to Xero.
- Finance and commerceTrengo with StripeCustomers, charges, invoices and subscriptions through a restricted key.
- Finance and commerceTrengo with FellohBookings, payments, refunds, chargebacks, supplier payments and payouts from the travel payments platform.
- Engineering and operationsTrengo with GitHubIssues, pull requests, code and commits, searchable by anyone who can ask a question.
- Engineering and operationsTrengo with AWS CloudWatchLogs, metrics and alarms from AWS, answered in plain English with the query that found them.
- Engineering and operationsTrengo 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
ConnectWise PSA- Deskpro
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 withAPI token
- 1
In Trengo, open Settings → Integrations → Rest API.
- 2
Create a token, preferably for a service account (trsa_…) with a narrow role so Memtro's access is its own, and copy it. Old-format tokens stop working on 31 January 2027.
- 3
In Memtro, open Connections → Trengo and paste it into API token.
- 4
Ask: what's the latest on ticket 2501567?
Also works from
Chat in the dashboard, the OpenAI-compatible API, scheduled jobs, and any MCP client: Claude Code, OpenCode, Cursor, Claude Desktop. The Trengo tools are the same everywhere.
FAQ
Questions
Can Memtro change anything in Trengo?+
Only when you ask, and only what it has been granted: add an internal note to a ticket (visible to agents only, never sent to the customer); reply to the customer on a ticket's channel (email, WhatsApp, chat); assign a ticket to an agent or a team; close a ticket, optionally with a ticket result; open a new ticket for a contact on a channel (sends nothing by itself); send an approved WhatsApp template to a phone number or a ticket's contact; create a contact on a channel; rename a contact or set its contact groups; delete a contact (permanent). 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 Trengo 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 Trengo 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 Trengo records into memory as entities.
How do I connect Trengo?+
API token. In Trengo, open Settings → Integrations → Rest API.
Connect Trengo in a few minutes
Seven-day free trial, then one monthly price per organisation. Connectors, jobs and memory are never metered.