Templates

Templates are blueprints curated by the Neo team — a trigger, actions or a toolbox, and instructions that already work for a common MSP job. Applying one creates a new, independent workflow or agent in your account; from that moment it is yours to adapt, and changes to the template never touch it. There are two ways to go from a template to a working automation:

• Apply it yourself — the template opens in the editor, and you tailor it there before you save.
• Have Neo Support set it up with you — you tell your Neo Support Agent which template you want, it asks the few questions the template can’t answer on its own (which board, which statuses, who approves), and creates the workflow or agent disabled for your review.

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Browsing the library

On Agents & Workflows, open New Workflow or New Agent and pick From Template. Both open the same library — workflows and agents are listed together, marked by their icons. The picker has three parts:

• Categories on the left, plus Popular for the templates the Neo team marks as a good place to start, and a search box that matches names, descriptions, categories and the integrations a template uses.
• The list in the middle, grouped by category.
• The detail panel on the right for the selected template: when it runs (its trigger or schedule), what it does, and Integrations needed. Each integration row shows a category — any one vendor in the category satisfies it, and the row collapses to your connected vendor with a ✓ once you have one.

Apply template is disabled while a needed integration category has nothing connected; connect one on the Integrations page and come back.

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Applying a template yourself

Apply template opens the editor with the template’s configuration filled in. Two things do not travel between tenants: the people the author had selected, which arrive empty, and permissions for a PSA or RMM other than yours, which are dropped. Everything else — the trigger, the schedule, the filters, and the permissions for every other integration — arrives exactly as the template was authored, so those values still need your review. Nothing runs until you save, and the editor gives you two save buttons: Save & Enable lets the automation start straight away, and Save as Disabled parks it for you to finish. Before enabling, walk the settings the template cannot know about you:

• Where it fires — the board or queue, the statuses, and any companies to include or exclude. Statuses and boards differ per tenant, so these usually need your values.
• Who is involved — notification recipients and approvers arrive empty on purpose (a template is shared across every Neo customer, so it never carries another tenant’s people). Fill them in where the template uses them.
• The name, so your list stays readable.

Use Save as Disabled until you have been through that list and tested it on non-critical data. Then enable it with the Enable option on your workflow list; Save & Enable is offered only before the first save. From there it behaves like any workflow or agent you built by hand — Activity shows its runs.

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Set up with Neo

The same setup can happen as a conversation, and it needs a dashboard admin: Neo Support checks your connected integrations as part of the flow, and that check is closed to non-admin members. Ask your Neo Support Agent — for example, “Set up the Ticket Bundler template for me” — and it runs the interview an onboarding call would:

1. It fetches the template already adapted to your workspace and reads the template’s setup notes, which carry the questions that matter for that specific template.
2. It asks a handful of questions, one at a time, offering your real values — your actual boards, statuses and team members, never a blank “which board?”. Expect three to five questions: where the automation fires, any trigger values that differ per tenant, whether writes should wait for a technician’s approval, and who to notify.
3. If the template can use an integration you have connected but doesn’t strictly need, it asks one yes/no question about keeping that capability. Optional integrations you don’t have are simply left out — they never block the setup.
4. It creates the workflow or agent disabled and points you to it. You review the configuration and enable it when you are happy — Neo Support only enables it if you explicitly ask it to.

If a required integration isn’t connected, Neo Support stops before creating anything, names what is missing and the vendors that would satisfy it, and can hand you the connect link.

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Good to know

• Every application is independent. Editing one never affects another made from the same template, and template updates by the Neo team never rewrite what you already applied. Give a second application its own name: Neo Support reads a repeat request under the same name within half an hour as a retry of the first, and hands back the automation it just created.
• Agents created from a template remember their origin, so the Neo team can see which templates earn their place in the library and improve the ones that need more setup than they should.
• Some templates come in pairs — one workflow categorises, another acts on the category. Apply both and they work together with minimal setup.