How it works
Input data
The action receives a list of tickets, messages to be sent (typically from previous actions), and configuration for the notification channel, CSV attachment, and feedback request.Owner identification
The system uses the TicketOwnerProvider to determine the assigned owner of each ticket. This provider fetches the owner’s details from your PSA. For Microsoft Teams notifications, it attempts to map the PSA user to a Neo Agent user. For Slack, it uses the owner’s Slack link. For email, it uses the owner’s email address from the PSA.Message assembly
If the workflow is triggered by a single ticket, the owner receives a notification pertinent to that ticket. The ticket ID, title, and company are automatically prepended to the notification header for context.Notification dispatch
Based on the selected notification channel:- Microsoft Teams: Sends messages to the ticket owner. For this to work, the owner must have the Neo AI Agent Teams App installed and have interacted with it.
- Slack: Sends a direct message from the Neo AI Agent in Slack to the owner’s linked Slack member. Neo reads the stored Slack links of your technicians. They refresh after each technician sync and when you click Match again, so a new technician has no Slack target until then.
- Email: Sends emails to the ticket owner’s email address. If a data table is provided, it will be converted to a CSV file and included as an attachment.
Feedback request (optional)
If enabled, a standardized feedback request link is appended to the messages, allowing the ticket owner to provide feedback on the workflow or the information received. After running, you’ll see a summary of notification attempts including which owners were successfully notified and any failed attempts. The action doesn’t consume any credits. In a Triggered workflow, when the ticket has no owner, or the owner cannot be reached on the selected channel, the summary names that channel, for example “No notification was sent: no Email recipient was found for ticket …”.Setup
Tickets to process: The action works with tickets from your workflow that have assigned owners. Message content: Takes messages from previous actions to send to the ticket owner. Data attachments (optional): Include data tables as CSV attachments (primarily used with email notifications). Notification method: Choose Teams messages (default), Slack messages or email notifications. Feedback requests (optional): Include a feedback link in notifications.Use cases
Alert owner on high-priority ticket assignment
Setup:- Ticket Dispatch (Suggest Technician) - Suggests an owner
- Assign Ticket to Technician - Assigns the ticket in PSA
- Notify Ticket’s Owner - Informs the newly assigned owner about the high-priority ticket
Inform owner of automated actions
Setup:- L1 Engineer - Attempts to resolve a ticket or gather more info
- Notify Ticket’s Owner - If L1 Engineer took some actions but couldn’t fully resolve, notify the owner with a summary of what was done and what still needs attention
Notify owner of customer reply on an awaiting ticket
Trigger: When a customer replies to a ticket that is in “Awaiting Customer” status Setup:- Build Message - Craft a message like “Customer has replied to ticket [Ticket ID]”
- Notify Ticket’s Owner - Send the alert to the ticket owner
Notify owner of new ticket assignment
Scenario: When a new ticket is assigned to a technician (either manually or by an action like Assign Ticket to Technician or Ticket Dispatch), send them a notification. Steps:- Workflow Trigger: Ticket Owner Changed OR after “Assign Ticket to Technician” / “Ticket Dispatch” action