Neo Agents act on your PSA through a single API-backed tool — ConnectWise PSA API, Autotask PSA API, Halo PSA API, or ServiceNow PSA API, depending on which PSA you’ve connected. Rather than enabling separate tools for “update ticket fields”, “add a note”, “merge tickets”, and so on, you pick which permission groups the agent can use and the matching capabilities turn on at once.Documentation Index
Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
Use this file to discover all available pages before exploring further.
The PSA API tool appears in your agent automatically once you connect a PSA — there’s no separate toggle in the tool list. You control what it can do on the workflow’s Integrations tab.
What It Does
- Read and update tickets — status, priority, type, board/queue, assignee, custom fields
- Add internal notes, detail descriptions, and resolution notes
- Add client-facing notes (which your PSA may deliver as an email to the contact)
- Log time entries, set billable options and work types
- Merge and bundle duplicate or related tickets
- Look up and manage companies, sites, contacts, and configuration items
- Search the product catalog and add line items to tickets
- Manage schedule entries, appointments, and service calls
- Query agreements, SLAs, projects, opportunities, knowledge base articles, and other PSA records
- Reach any endpoint your PSA’s API exposes, gated by the permission groups you enable
Permission Groups
Each PSA integration is split into permission groups — for example Tickets, Ticket Notes, Time Entries, Contacts, Companies, Configurations, Products, Schedule Entries, Agreements, SLAs, Projects, Knowledge Base, Audit Trail, and more (the exact set varies by PSA). Every group has an access level:| Level | What the agent can do |
|---|---|
| Disabled | No access to this category |
| Read Only | Query and list operations only |
| Read / Write | Create and update operations |
Access Profiles
Quick-start profiles configure every permission group at once:| Profile | Best for |
|---|---|
| Read Only | Monitoring, triage, and reporting agents |
| Helpdesk | Tier 1 agents — status changes, notes, basic ticket updates |
| IT Admin | Tier 2/3 agents — full ticket lifecycle, time entries, contacts, configurations |
| Full Automation | Fully autonomous agents — all operations, no approval required |
Safety Controls
| Control | Behavior |
|---|---|
| Technician-in-the-Loop | Require human approval before writes — configurable per permission group |
| Field-level control | Whitelist exactly which ticket and time-entry fields the agent may change |
| Delete control | Delete permissions are off by default and must be explicitly enabled per group |
| Audited writes | Every change is attributed to the API member / service account you connected, so it shows up in your PSA’s audit trail |
| Test mode | When test mode is on, the agent plans the writes but doesn’t execute them |
How to Configure
Connect your PSA
Set up the integration: ConnectWise, Autotask, HaloPSA, or ServiceNow.
Choose an access profile
On the workflow’s Integrations tab, pick a quick-start profile or customize each permission group’s access level.
Pick allowed ticket fields
On the Tickets permission group, choose which fields the agent may update (status, priority, type, custom fields, and so on).