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The L1 Engineer action lets Neo Agent handle Level 1 support tickets automatically. You can set it up to either run scripts to fix problems or have conversations with users to gather information and provide solutions.
Automating Level 1 support frees up your technicians to work on more complex issues while ensuring users get faster responses. Neo Agent can handle routine problems consistently, whether by running automated fixes or by communicating with users to troubleshoot issues.

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Quick start

1

Choose your approach

Decide whether Neo Agent should run scripts to fix problems automatically or have conversations with users to gather information and provide guidance.
2

Configure ticket management

Set up whether Neo Agent should take ownership of tickets, track time spent, and update ticket status as it works.
3

Set approval requirements

Require human approval before Neo Agent takes action (recommended when starting out).
4

Add custom instructions

Provide specific guidance on how to handle different types of problems or use company-specific rules.

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How it works

The L1 Engineer action can resolve tickets through two main approaches:
  1. Script execution path - Finds and runs appropriate RMM scripts to fix issues automatically
  2. Communication path - Talks with users to gather details, acknowledge issues, or guide them through solutions
  3. Ticket management - Assigns tickets to Neo Agent and tracks time spent on resolution
  4. Status updates - Updates ticket status based on progress (Neo is Working, Needs Human Help, Resolved)
  5. Approval process - Can request human approval before taking action for safety
Neo Agent uses intelligent time tracking to determine appropriate billable time based on actual work performed, with support for custom time tracking rules.

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Setup

Approach selection: Choose whether Neo Agent should run scripts to fix problems automatically or have conversations with users. Ticket management: Decide if Neo Agent should take ownership of tickets, track time spent, and update ticket status. Approval process: Require human approval before Neo Agent takes action (recommended when starting). Custom instructions: Give specific guidance on handling different problem types or company-specific rules. Script settings: When using script approach, choose number of attempts and verification methods. Communication options: When using communication approach, enable acknowledgments, information gathering, and user guidance. Time tracking: Configure custom time tracking instructions based on your billing standards.

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What you get

After the action runs, you’ll see a detailed log of everything Neo Agent did, internal summaries for your team, customer messages ready to send, time entry details (if enabled), and any ticket updates that were made.

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Common use cases

Handle common problems that can be fixed with scripts (like restarting services). Neo Agent finds and runs the right script, then checks if the issue is resolved.
Handle issues that need more information or user guidance. Neo Agent asks questions, provides troubleshooting steps, and guides users through solutions.
Handle complex issues that need human attention. Neo Agent acknowledges the ticket and marks it for escalation to your technical team.
Ensure accurate billing with custom time tracking rules. Neo Agent logs appropriate time based on work performed, not execution duration.

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Best practices

Begin with simple, low-risk scenarios before expanding to more complex automation. Use approval workflows initially.
The better your custom instructions, the better Neo Agent will perform. Be specific about what to do in different situations.
Enable approval workflows when getting started, then gradually remove them for routine actions you trust.
Check Event History regularly to see how Neo Agent is performing and adjust settings as needed.
Try the action with various ticket types in a test environment before using on live tickets.
Start with basic time tracking instructions and refine based on actual time entries created. Review regularly to ensure alignment with billing standards.

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Example workflows

  1. Trigger: New ticket created with specific keywords
  2. L1 Engineer - Script path: Find and execute appropriate RMM script
  3. Result: Common issues fixed automatically with proper time tracking
  1. Trigger: New ticket created
  2. L1 Engineer - Communication path: Clarify with user, acknowledge, or resolve
  3. Notify Ticket’s Contact - Send Neo’s response to customer
  4. Result: Users get immediate, intelligent responses to their issues
  1. Trigger: New ticket created
  2. L1 Engineer - Analyze issue and determine if escalation needed
  3. Add Ticket Note - Document analysis for human technician
  4. Assign Ticket to Technician - Route to appropriate team member
  5. Result: Complex issues escalated with complete context and analysis