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Neo matches a technician’s name against its own synced copy of your PSA and returns up to 10 candidates with their PSA ids and whether each one is active. A partial or misspelled name still finds the person.
The agent gets this tool when you set the PSA permission group that holds your technicians to Read Only or Read / Write, on the agent’s Tools & Settings tab under PSA. The tool list has no separate toggle for it.

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What It Does

The agent can:
  • Search technicians and users by name
  • Get the PSA id it needs to assign a ticket or a schedule entry

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Which PSAs

ConnectWise, Autotask, Halo and ServiceNow. On any other PSA the tool is not offered, and the agent reads technicians through the PSA API tool.

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Inactive Technicians

Each candidate says whether the technician is active in your PSA, and the agent does not offer an inactive technician as an assignee. Active technicians come first. When fewer than 10 active technicians match, inactive matches fill the rest, so the agent can tell a person that the technician they named is inactive.

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Fuzzy Matching

The search is approximate. A partial or misspelled name still finds the person. Neo matches the name against its own synced copy of your PSA data, so the search is fast and sends nothing to your PSA. The generic PSA API tools cannot do this. They can filter on contains and wildcard patterns, but they have no similarity matching, so a name your PSA does not hold in that shape returns nothing. Give the agent read access to that group when it must turn a name a person typed into a PSA id.

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How to Use

This tool supports:
  • Assigning a ticket to a named technician
  • Naming an owner on a schedule entry or a service call