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Workflow Templates

Workflow Templates in NeoAgent are pre-built automations designed by the Neo team to address common Managed Service Provider (MSP) challenges. They provide a quick and effective way to implement powerful workflows, infused with industry best practices, allowing you to automate tasks and streamline your operations with minimal setup.

Accessing Workflow Templates​

You can create new workflows from templates directly within the NeoAgent platform.

  1. Navigate to the Workflows section in your NeoAgent dashboard.
  2. Click the "+ Create Workflow" button.
  3. In the dropdown, select "FROM TEMPLATE".

Create Workflow From Template Button The "FROM TEMPLATE" option allows you to browse available workflow templates.

Choosing a Template​

After selecting "FROM TEMPLATE", a modal will appear, showcasing a library of available templates.

Workflow Template Selection Modal Select a pre-built template to kickstart your automation.

In this modal, you can:

  • Browse through various templates curated by the NeoAgent team.
  • View the Name and a brief Description of each template.
  • See the primary Trigger (e.g., "Ticket Created", "Monthly at 09:00 PM") and the main Actions the template performs.
  • Identify templates suitable for your specific PSA (e.g., ConnectWise, Autotask), as templates are often tailored for particular ITSM systems.

Once you find a template that fits your needs, click the "SELECT" button next to it. This will open the workflow configuration screen, pre-populated with the template's settings.

What are Workflow Templates?​

Workflow Templates are essentially blueprints for your automations. They are:

  • Pre-configured: Each template comes with a defined trigger, a sequence of actions, and initial settings.
  • Expert-designed: Crafted by the NeoAgent team, incorporating effective strategies for common MSP scenarios.
  • PSA-Specific: Many templates are optimized for popular PSA platforms, ensuring compatibility and relevance.
  • Focused on Common Tasks: Examples include:
    • Monthly Executive Summary: Analyzes tickets and identifies trends.
    • Suggest Technician (Dispatch): Assigns tickets based on workload and skills.
    • Ticket Triage: Automatically categorizes and prioritizes incoming tickets.
    • Escalate Ticket when time is up: Manages ticket SLAs by escalating overdue tickets.

How Templates Work​

When you select a template, NeoAgent doesn't just link to it; it creates a brand new, fully independent workflow in your account based on that template's design.

  1. Selection: You choose a template from the library.
  2. Instantiation: A new workflow is created in your workspace, copying all the settings from the template – including its trigger, actions, and any pre-filled parameters.
  3. Customization: This new workflow is now yours to modify. You can:
    • Adjust the trigger conditions (e.g., change the schedule, specify different boards/statuses).
    • Reconfigure actions (e.g., change notification recipients, modify an AI action's custom instructions).
    • Add new actions to the sequence.
    • Remove actions that aren't relevant.
    • Rename the workflow.

Think of it like using a document template: you start with a pre-formatted structure and then fill in your own details.

Current Availability and Future Plans​

Who Creates Templates?

Currently, all Workflow Templates are curated and provided by the NeoAgent team. This approach ensures that every template is well-tested, adheres to best practices, and offers significant value out-of-the-box.

Coming Soon: Community and Custom Templates!

We are actively working on exciting new features that will empower users to:

  1. Create your own templates: Save your successful custom workflows as templates for reuse within your organization.
  2. Share with the community: Optionally share your templates with other NeoAgent users, and benefit from templates shared by others.

Stay tuned for updates on these upcoming enhancements!

Best Practices for Using Templates​

  • Understand the Purpose: Before selecting a template, make sure you understand the problem it solves and the actions it performs.
  • Review and Test: After creating a workflow from a template, thoroughly review its configuration. Test it with non-critical data or in a development environment before enabling it for live operations.
  • Adapt and Evolve: Don't treat templates as rigid solutions. Continuously monitor their performance and adapt them as your business processes evolve.
  • Check Event History: Use the Event History to monitor how workflows created from templates are executing and to troubleshoot any issues.

By leveraging Workflow Templates, you can significantly accelerate your automation journey with NeoAgent, implement robust solutions quickly, and focus on what matters most – delivering excellent service.

Multi-Workflow Templates​

Some templates include two or more workflows that work together (e.g., categorize a ticket, then take action based on the category). This enables advanced automation with minimal setup.

tip

Start with a template, then iterate as you learn what works best for your business.