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Workflows

A Workflow in NeoAgent is an automated sequence of steps that processes tickets, updates data, and communicates with users or systems. Workflows are the backbone of automation for MSPs, allowing you to:

  • Automate repetitive tasks
  • Ensure consistency and compliance
  • Scale your operations without increasing manual effort

How Workflows Work​

Each workflow consists of:

  • Trigger: Defines when the workflow runs (e.g., when a ticket is created, updated, or on a schedule)
  • Filters: Select which tickets or entities the workflow should process
  • Actions: The steps performed, such as using AI to analyze a ticket, updating fields in your PSA, or notifying users

Workflows can be as simple or as complex as you need, and you can chain multiple workflows together for advanced automation.

Test Workflows safely

Start with workflows with Add Ticket Note action to safely see what Neo would have done.

Then add Update Ticket Fields or Notify Ticket Contact when you gain confidence.