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This action adds notes to tickets in your PSA system. Use it to document what automated workflows have done, record important information, or communicate with your team about ticket progress.
This action is essential for keeping detailed records of automated processes, tracking workflow progress, and ensuring all team members can see what’s been done on each ticket. It helps maintain comprehensive documentation without manual effort.

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How it works

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Step 1: Collect Information

The action takes messages from previous workflow actions (like analysis results, summaries, or status updates) and prepares them as notes.

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Step 2: Choose Note Type

Based on your settings, it determines what type of note to create:
  • Internal: For team use only
  • Discussion: For collaborative notes
  • Resolution: For documenting solutions
  • Custom: For specific PSA note types you define

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Step 3: Add Context

For internal notes, it automatically includes:
  • Which workflow created the note
  • When it was created
  • Optional feedback request link

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Step 4: Create the Note

The action adds the note to the appropriate ticket in your PSA system with the correct visibility settings.

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Setup

Note type: Choose internal (team only), discussion (collaborative), resolution (documenting solutions), or custom types from your PSA. Message source: Takes messages from previous actions like Ticket Triage, Smart Actions, or Build Message. Custom formatting (optional): Tell Neo exactly how to format the notes - change language, adjust length, or modify structure. Feedback requests (optional): Add links asking team members for feedback on automated processes.

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What you get

After running, you’ll see confirmation that notes were added successfully and a record of what was documented on each ticket.

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Common use cases

When: After AI actions like Ticket Triage or Customer Sentiment Analysis What it does: Records the AI’s findings and decisions as internal notes Result: Team members can see what the AI analyzed and why it made certain decisions
When: During complex multi-step workflows What it does: Adds notes at key stages to document progress Result: Clear audit trail of what automated processes have done
When: After actions that analyze data or identify patterns What it does: Records the analysis findings as internal documentation Result: Important insights are preserved for future reference
When: After successful automated fixes or resolutions What it does: Documents what was done to resolve the issue Result: Knowledge base of solutions for similar future problems

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Best practices

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Choose the Right Note Type

  • Use Internal for team-only information
  • Use Discussion for collaborative notes
  • Use Resolution for documenting solutions
  • Use Custom for specific PSA note types

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Enable Feedback for New Processes

When setting up new automated workflows, enable feedback requests on internal notes to gather input from your team.

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Keep Notes Relevant

Make sure the messages from previous actions are clear and useful. Use Build Message to format complex information into readable notes.

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Use Consistent Documentation

Develop a standard approach for how your automated workflows document their activities.

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Monitor Note Creation

Check the Event History to ensure notes are being added successfully and troubleshoot any issues.

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Consider Note Visibility

Be careful about which note types you choose, especially if they might be visible to customers through portals or email notifications.

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Customize for Your Audience

Use custom instructions to tailor notes for different situations:
  • Different Languages: “Write the note in Spanish” for multilingual teams
  • Brief Updates: “Keep it under 100 words and focus on key points”
  • Detailed Analysis: “Provide a detailed breakdown with bullet points”
  • Professional Tone: “Use formal business language for executive summaries”

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Example workflows

  1. Ticket Triage - Analyzes new tickets and sets priority/category
  2. Add Ticket Note - Documents the analysis results as an internal note
  3. Result: Team can see why the AI made specific categorization decisions
  1. Ticket QA - Reviews completed tickets and assigns quality scores
  2. Add Ticket Note - Records the QA score and feedback as an internal note
  3. Result: Quality metrics are preserved on each ticket for review
  1. Smart Action - Attempts to resolve an issue automatically
  2. Add Ticket Note - Documents what was tried and the results
  3. Result: Clear record of automated resolution attempts for technician follow-up

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PSA-specific features

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ConnectWise

  • Supports all standard ConnectWise note types
  • Integrates with ConnectWise’s note visibility settings
  • Works with ConnectWise workflow context

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Autotask

  • Supports custom Autotask note types
  • Allows specific publish settings control
  • Works with Autotask’s note categorization system
The action automatically handles the technical details of note creation, so you just need to focus on what information should be documented and how it should be categorized.