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Neo turns images attached to notes into text, so the agent can read a screenshot a user sent. One call returns the ticket’s fields, notes, time entries and linked configurations.
The agent gets this tool when you set the Tickets permission group of your PSA to Read Only or Read / Write, on the agent’s Tools & Settings tab under PSA. The tool list has no separate toggle for it.
The ticket that started a run is already in the agent’s instructions. Use this tool when the agent must read another ticket, for example a related or parent ticket, or when it must read the current ticket again after a change.

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What It Does

When enabled, the agent can:
  • Read any ticket by its id
  • See the ticket’s notes and time entries in date order. When older entries do not fit, the agent sees the newest ones and a line that says how many earlier entries are not shown, with their dates.
  • Read text from images in notes
  • See ticket, company and contract custom fields

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Which PSAs

ConnectWise, Autotask, Halo, ServiceNow and Syncro.

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Compared with the PSA API tool

The PSA API tool can read the same ticket, but it returns the raw PSA record, one call per record type, and it does not read images. Keep this tool enabled when your agent reads other tickets often.