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The Add Internal Note tool lets Neo Agent add internal notes to a ticket. These notes are visible only to your MSP technicians — they are never delivered to the end user — so they’re the right place to record troubleshooting steps, triage findings, internal context, and hand-off details.
Enabled automatically when you grant the Ticket Notes permission on your PSA integration (the workflow’s Integrations tab) — there’s no separate toggle in the tool list. On Autotask, the optional note-type settings below live on that permission group.

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What It Does

When enabled, the agent can:
  • Record investigation and troubleshooting steps for the next technician
  • Capture triage findings and recommended next steps
  • Note intended-but-blocked actions (for example, during test mode)
  • Keep a consistent, agent-attributed internal audit trail
The note body is automatically prefixed with the agent’s identity (Agent: [id] name) so your team can tell Neo’s notes apart from technician and contact activity, and the tool returns the created note’s ID and a link to it in the PSA.

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Autotask note type & publish

On Autotask you can pin a dedicated Note Type and Publish value for Neo’s internal notes, on the Ticket Notes permission group. This lets your Autotask workflow rules recognise Neo’s notes distinctly from real technician or contact activity. Publish is constrained to internal-only values, so these notes never become client-facing.

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Best Practices

  • Use internal notes to leave a durable record of what the agent found and did, especially when a follow-up action was blocked or deferred.
  • For anything the end user should see, use Add Client-Facing Note instead — internal notes are never delivered to the customer.
  • If you need Neo’s internal notes tagged with a specific Autotask note type for your workflow rules, configure the note type on the Ticket Notes permission group.