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The Attach File to Ticket tool lets Neo Agent put a file it produced during a run — a CSV or XLSX export, a diagnostic log, a generated report — onto the ticket as a real attachment, instead of pasting the contents into a note or asking a technician to upload it by hand. The agent supplies the file’s content inline (it has no server-accessible file path): text formats such as CSV and TXT go in as text, and binary formats such as XLSX and PDF go in base64-encoded. Neo attaches the decoded file to the ticket using your PSA’s attachments API.
Works on ConnectWise, Autotask, Halo, and ServiceNow. Enable it on the tools list of an agentic workflow. Like other ticket-write tools, you can require technician approval on it via the workflow’s approval settings.

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What It Does

When enabled, the agent can:
  • Attach an exported file (for example a leaver/offboarding export) to the originating ticket
  • Attach a diagnostic log or generated report it created while resolving the ticket
  • Choose a descriptive file name and the correct file type so the attachment opens cleanly in your PSA

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When It’s Used

Neo reaches for this tool when a task calls for an artifact to live on the ticket — for example an offboarding run that exports a user’s mailbox/permission summary, or an audit that produces a CSV the technician needs to keep with the ticket. Without it, the agent could only describe the export in a note and leave the upload to a human.

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When the Attachment Fails

If your PSA is temporarily unavailable or returns a server error while storing the file, Neo automatically retries the upload a few times. If the attachment still can’t be saved, the tool reports a clear failure back to the agent instead of stopping the run — so the agent can fall back to posting the file’s content in an internal note (or asking a technician to attach it) and finish the work rather than leaving it half-done. Genuine setup problems (for example the PSA API user lacking permission to add attachments) are surfaced as an action item so you can fix them.
Use custom instructions to steer the file format and naming — for example: “When you export a leaver summary, attach it to the ticket as a CSV named <user>_leaver_<date>.csv.”