How is this better than searching old tickets?

Ticket search returns documents a human has to read and interpret. Glen gives agents memory they retrieve and write automatically in one MCP call, so the relevant prior resolution surfaces in context without anyone digging.

Does the whole support team share one memory?

Yes. Glen is org-shared, so every support engineer's agents read and write the same store. A root cause one engineer captures is immediately available to everyone else's agents.

Shared memory for support engineers

Support engineers solve the same hard problems more than once: the obscure config that breaks an integration, the customer whose environment has a quirk no one documented, the root cause that took three escalations to find last time. That knowledge ends up in closed tickets, internal wikis that go stale, and the heads of whoever was on call, so the next engineer who hits the issue re-derives the fix. When you add AI agents to triage tickets, draft replies, or suggest fixes, they inherit none of it, treating every ticket as if it were the first of its kind. Glen, shared memory for AI agents, gives those agents a durable, team-shared memory as a single MCP tool that retrieves relevant prior context and records new resolutions in one round trip.

Connect Glen to whatever your support engineering team uses, an agent in your helpdesk, a coding agent debugging a customer's logs, a triage assistant, and each one gets a single tool that reads the relevant history and writes back what it found. When a ticket comes in, the agent pulls what the team already knows about that customer's setup and about this class of problem: the known workaround, the version where it was fixed, the customer-specific gotcha. After the issue is resolved, the agent records the root cause and the fix so the next occurrence is answered in minutes instead of escalated again. You stop re-investigating problems the team already solved, and you stop relying on whoever happens to remember.

The key shift is that resolution knowledge becomes a shared, living asset rather than a pile of buried tickets. Glen is org-scoped, so the memory spans every support engineer and every agent on the team. One engineer's agent records that a specific error stems from a misconfigured proxy; every other agent recognizes it next time, even on a different customer. Because Glen is a standard MCP server, the same memory is readable from any MCP client, so a triage bot, a reply drafter, and a debugging agent all draw on one consistent record of what works. Wire it in once over OAuth or an API key and let your team's hard-won fixes compound instead of resetting with every shift.

FAQ

How is this better than searching old tickets?: Ticket search returns documents a human has to read and interpret. Glen gives agents memory they retrieve and write automatically in one MCP call, so the relevant prior resolution surfaces in context without anyone digging.
Does the whole support team share one memory?: Yes. Glen is org-shared, so every support engineer's agents read and write the same store. A root cause one engineer captures is immediately available to everyone else's agents.