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Main Concepts

Neo Agent is designed around a set of core concepts that make it easy for MSPs to automate, customize, and scale their operations. Understanding these concepts will help you get the most out of the platform.

Key Concepts​

  • Workflows: Automated sequences of actions that process tickets, update data, and notify users.
  • Triggers: Define when a workflow should run—either on ticket events (Triggered) or on a schedule (Scheduled).
  • Filter Tickets: Use deterministic and AI-powered filters to select which tickets a workflow should process. Combine filters with AND/OR logic and advanced operators.
  • Actions: The building blocks of automation. Actions can use AI to generate data, write to your PSA, or notify users. Each action is robust, auditable, and purpose-built for MSPs.

Explore each concept in detail in the following pages.