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The Attach File to Ticket tool puts a file onto a PSA ticket as a real attachment, instead of pasting the contents into a note or asking a technician to upload it by hand. The file can come from three places:
  • A file the agent produced during a run — a CSV or XLSX export, a diagnostic log, a generated report.
  • A file the agent downloaded during a run — for example a reported phishing email (.eml) fetched from a shared mailbox, or a PDF from another system.
  • A screenshot or file your team shared in a chat with an internal Chat Agent — for example an error screenshot pasted into Teams with “create a ticket for this and attach the screenshot”.
A file the agent downloaded or wrote with a script is saved in its sandbox first. The agent names that file, and Neo sends its exact bytes, so an email or PDF arrives on the ticket unchanged, at any size up to 10 MB. A short file the agent wrote itself can also go in directly as text (CSV, TXT) or base64 (a small XLSX or image). For a file from the chat, Neo takes the file exactly as it was shared, with its original name and type. Each way, Neo attaches it to the ticket using your PSA’s attachments API. Neo reads an attached email (.eml) or PDF back on the next ticket load (see Reading Email and PDF Attachments).
Works on ConnectWise, Autotask, Halo, and ServiceNow. Enable it on the tools list of an agent.

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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
  • Attach an email or document it downloaded, for example a reported phishing email kept as evidence on the security ticket
  • Attach screenshots and files a technician shared in the chat, including ones sent a few messages before the ticket existed
  • Choose a descriptive file name and the correct file type so the attachment opens cleanly in your PSA

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Screenshots and Files From a Chat

When a technician pastes a screenshot into a chat with an internal Chat Agent, the agent can already see it. With this tool enabled, the agent can also put that same file on a ticket. The technician does not need to upload it to the PSA by hand.
  • The agent attaches only the files the technician asks for. It does not attach every image in the conversation.
  • A file stays available after the message that carried it. The usual order is: the technician sends the screenshot, the agent asks a question or two, and then it creates the ticket. The screenshot still attaches at that point, with no need to send it again.
  • The agent can only attach files that were shared in the same conversation.
If this tool is not enabled on the agent, the agent says so when asked to attach a shared file. Your end users’ Chat Agent does this with its own locked-on tool; see Sharing screenshots and files.

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Screenshots Inside a Halo Note

On Halo, the agent can also show a screenshot inside an internal note, the way it looks when a technician pastes an image into a note. Ask for it in plain words, for example “put this screenshot in a note on ticket 5589”. The agent writes one internal note with a short line about the image and the image below it, and it still attaches the file to the ticket.
  • The note follows the same rules as the agent’s other internal notes: the outcome you set for Neo’s notes, the limit on notes per ticket, and technician approval if you require it for notes.
  • The agent needs write access to Halo notes (the Actions permission group). Without it, a request for the note is refused and nothing is written; the agent tells you why and can attach the file without the note.
  • Only images show inside a note. Other files, such as a PDF, are attached as usual.

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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.”