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In a technician chat (“assign this to me”): When a Chat Agent runs this tool, the technician is identified as "me": Neo assigns the ticket to whoever is asking, resolved from their signed-in identity (their Microsoft account in a custom internal bot, or their dashboard login on the web). The agent never has to know or guess their PSA resource ID. This requires the technician to be mapped to their Microsoft account via Microsoft Teams — Technician Mapping. An unmapped person gets a clear message asking their Neo admin to set it up.
This action is available as both a Triggered and Scheduled action in a workflow.

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How it works

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Step 1: Collect Assignment Information

The action receives tickets and suggested technicians, usually from a previous Ticket Dispatch action.

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Step 2: Update Ticket Ownership

For each ticket, it updates the owner/primary resource field in your PSA to assign it to the suggested technician.
ConnectWise: A ticket resource is a schedule entry, and setting the owner only adds one when the owner changes. Re-assigning the technician who already owns the ticket changes nothing on the Schedule tab. If their only entry is marked done, the ticket keeps no open resource entry. To guarantee the assigned technician always has an open one, turn on “Also add the assigned technician as an open ConnectWise resource?” in the Ticket Dispatch action.

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Step 3: Status Management (Optional)

If enabled, it changes the ticket status to reflect the assignment, such as from “New” to “Assigned”.

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Step 4: Calendar Integration (Optional)

If scheduling information is provided, it can:
  • Create new calendar appointments for the technician
  • Reschedule existing movable appointments to make room (ConnectWise Tentative entries; Autotask by the entry’s status and the ticket’s priority)

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Step 5: Notification (Optional)

If enabled, it sends an email to the newly assigned technician informing them about their new ticket.

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Setup

Assignment source: Takes recommendations from previous actions, usually Ticket Dispatch, about which technician should handle each ticket. Calendar management (optional): Create new calendar appointments, or reschedule existing movable entries (ConnectWise Tentative entries; Autotask by status and priority) to free up time for scheduled work. Before using calendar integration in production, verify working hours are correctly configured and technician calendars are accurately maintained in your PSA. Reassignment cleanup (optional): Turn on Remove calendar time booked for technicians no longer on the ticket when a reassignment should move the booking instead of adding a second one. Without it, a ticket that moves from one technician to another keeps both bookings. Neo only removes time that has not started yet and belongs to a technician this run is not booking. Completed entries, work already under way, and every technician booked by the run stay in place, so a multi-technician dispatch is unaffected. Status updates (optional): Automatically change ticket status after assignment, such as “Assigned”, “Scheduled”, or “In Progress”. The status selected for “Target Status” must exist in your PSA and be appropriate for the ticket’s board or queue. Notifications (optional): Send email notifications to newly assigned technicians. For scheduled workflows, avoid assigning tickets outside business hours unless appropriate.

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Example workflows

  1. Ticket Dispatch - Analyzes new tickets and suggests best technicians with timing
  2. Assign Ticket to Technician - Assigns tickets, creates calendar appointments, updates status to “Scheduled”, and emails technicians
  1. Filter Tickets - Find high-priority unassigned tickets
  2. Ticket Dispatch - Suggest technicians based on expertise and availability
  3. Assign Ticket to Technician - Assign immediately and notify technicians
  1. Find Entities - Identify maintenance tickets scheduled for specific times
  2. Ticket Dispatch - Match technicians with appropriate skills and availability
  3. Assign Ticket to Technician - Assign with calendar blocking and status updates

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Integration notes

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ConnectWise

  • Integrates with ConnectWise scheduling and resource management
  • Works with ConnectWise’s built-in email notification system
  • Supports ConnectWise board and status configurations

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Autotask

  • Compatible with Autotask’s resource and queue management
  • Integrates with Autotask’s calendar and scheduling features
  • Works with Autotask’s notification preferences
  • A technician is attached to a service call rather than stored on it, so Autotask cannot move a booking to a different technician. When reassignment cleanup is on, Neo removes the previous service call and books a new one. If that service call is also booked on another ticket, Neo keeps it and reports it as kept, because removing it would take the visit off the other ticket too.