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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 the Client-Facing Notes permission on your PSA integration (the workflow’s Integrations tab) — there’s no separate toggle in the tool list. The settings below live on that permission group.

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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 Autotask users: Follow the ticket contact notifications guide to set up “Ticket Note” mode notifications.
For HaloPSA users: Select the correct Outcome in the tool settings to trigger an email to the end user. Without the right outcome, the note will be added to the ticket but no email will be sent. Check your HaloPSA admin settings for the outcome that sends customer emails.

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Best Practices

Use custom instructions to establish consistent messaging that matches your brand.