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Neo gives the agent the same history format on ConnectWise, Autotask and Halo, and by default reads the last 7 days.
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.

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What It Does

When enabled, the agent can:
  • Read the history of a ticket, by default for the last 7 days
  • Filter the history by text or by change type
  • Page through a long history
Each change shows who made it and when.

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Which PSAs

ConnectWise, Autotask and Halo. ServiceNow and Syncro have no history endpoint the tool can read.

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How to Use

Use it when a decision depends on what happened to a ticket, for example:
  • Do not reopen a ticket that a technician closed today
  • Find who last changed the priority
  • Check whether a ticket moved between boards or queues