The Add Client-Facing Note tool allows Neo Agent to add notes to tickets that end users can see. Your PSA may deliver these notes as emails to the ticket contact.
Enabled automatically when you grant your PSA’s client-facing notes permission group on the PSA integration (the workflow’s Integrations tab) — there’s no separate toggle in the tool list. The group is Ticket Notes (Client-Facing) on Autotask and ConnectWise, Actions (Client-Facing Notes) on HaloPSA, and Client-Facing Notes on ServiceNow and Syncro. The settings below live on that permission group.
What It Does
When enabled, the agent can:
- Add external notes visible to end users
- Communicate resolution updates
- Request additional information from users
- Acknowledge ticket receipt
For HaloPSA users: Halo only emails the end user when the note carries an Outcome that sends email. Neo uses the Outcome you pick in the tool settings. If you pick none, it reads the permission group’s Allowed Outcomes:
- One Outcome allowed — Neo uses it, whether or not it sends email. A single entry is your choice, so Neo does not second-guess it.
- Several allowed — Neo takes the first whose Halo Send Email setting is Automatic. If none of them is, Neo does not post the note; it tells the agent why, and the reason shows on the execution. Add an email-sending Outcome (usually Email User) to Allowed Outcomes to fix that.
A Respond Automatically Outcome also logs the ticket’s first response and marks the response SLA as met — see End-User Communication for how that works. Best Practices
Use custom instructions to establish consistent messaging that matches your brand.
