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An agent with this tool works a ticket from your SimpleHelp server: it finds the machine behind the ticket, reads its hardware and health, checks its alerts and who connected to it, and runs the right tool from your Toolbox on it, then reads the tool’s output.
Automatically enabled when you configure SimpleHelp permissions in your agent workflow. No manual toggle needed.

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What It Does

  • List machines and read their details, hardware, monitoring, notes and properties
  • Read monitoring alerts, active support and access sessions, the support queue and past sessions, file transfers included
  • List the tools of the technician saved for Neo, run one on named machines, and read each machine’s status, return code and output
  • Write machine notes and properties, rename and move machines, and turn monitoring on or off
  • Manage technicians, technician groups and their permissions, customer and machine filters, IP restrictions, the server hostname and configuration backups, with the access and approvals you choose
The agent calls SimpleHelp through the Vendor API tool, with simplehelp as the vendor id. Sandbox scripts can call it too, under the same permissions.

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Permission Groups

Neo never fetches a machine’s thumbnail or screen image, which SimpleHelp returns as a picture the agent cannot read. Tools list and run only as the technician saved on the SimpleHelp tile. Neo removes the value of every field whose name says it holds a password, secret or token, and of a machine property named that way. Free text is passed on as SimpleHelp returns it: a tool’s output, notes, session chat and comments. Give the technician Neo uses only tools whose output carries no credential.

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Access Profiles

Every group Read Only. The agent reads, and never changes anything.
Machines and Toolbox Tools are Read/Write with technician approval. Everything else is Read Only.
Machines and Toolbox Tools are Read/Write without approval. Technicians, Groups and Filters and Server Settings are Read/Write with technician approval.
Every group Read/Write without approval, except the changes below, which still require technician approval.

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Changes that always ask a technician

These require technician approval under every access profile, whatever the group’s own approval setting:
  • Setting a technician’s password.
  • Removing a technician’s app MFA key.
  • Replacing or removing technician IP restrictions.
  • Changing the server hostname.
  • Any change that stores a credential, such as a password or a machine property named as one.