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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 your PSA’s internal-notes permission group on the PSA integration (the agent’s Tools & Settings tab, under PSA) — there’s no separate toggle in the tool list. The group is Ticket Notes (Internal) on Autotask and ConnectWise, Actions (Internal Notes) on HaloPSA, and Work Notes on ServiceNow and Syncro. The 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
  • 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 ID your PSA gave the new note. ServiceNow does not report one for a work note, so there the ID is empty.
In test mode this tool writes nothing. Test mode disables every PSA write for the whole run, internal notes included — the call comes back marked [TEST MODE] and simulated, and nothing lands on the ticket. The agent still adds the notes its job calls for, and each one is simulated; it does not use an internal note to record what test mode blocked. Neo stages the writes it would have made and shows the whole set in the run’s output when the run ends, together with the agent’s run summary — so the agent’s findings still reach the ticket when Report test results via is set to an internal note. Where else that report goes depends on the agent’s Report test results via setting — see the Configuration reference.
Turn on Ask for Feedback on your PSA’s internal-notes permission group to add a feedback link to each internal note Neo writes. Technicians use it to rate the agent’s work.
An agent that still has Add Internal Note in its tool list from before uses that entry’s settings instead of the permission group’s.

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HaloPSA outcome

On HaloPSA, Outcome for Neo’s Notes on the Actions (Internal Notes) group sets the outcome Neo’s own internal notes use. The list shows only outcomes that do not email the customer, and the choice must also be one of the group’s Allowed Outcomes. If it is empty or not allowed, Halo’s default is used.

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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 (Internal) 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.
  • For how each PSA separates client-facing notes from internal ones, see End-User Communication.