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 and pick From a template. The library lists workflows and agents 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.

Quick apply 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

Quick apply 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 anyone who can create an agent can run it: the Owner, Admin and User roles. 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 spec — the recipe the Neo team writes per template: what the automation does, what it writes at the end, which settings need your values, and the questions that matter for that specific template. Every template in Neo’s library carries one.
2. It asks a handful of questions, offering your real values as clickable options — your actual boards, statuses and team members, never a blank “which board?”. Where several answers can apply at once, you pick as many options as apply: each lands in the message box as a chip, you type anything of your own next to them, and send as usual. Questions that do not depend on each other arrive together on one card you answer in a single pass. Expect three to five questions: where the automation fires, which fields it should set and to what values, whether writes should wait for a technician’s approval, and who to notify. Your own questions are welcome at any point — ask what a setting means and the interview picks back up where it was.
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 and names what is missing and the vendors that would satisfy it. An admin can ask it for the connect link in the chat; everyone else connects the integration on the Integrations page, or asks an admin when that page is not open to them. Two ways in. In the template picker, open a template and choose Set up with Neo — your Neo Support Agent opens with that template attached and room for a note of your own; send the message and the interview begins. Or ask the agent directly, for example “Set up the Ticket Bundler template for me”. The button appears for anyone who can create an agent, in a workspace with a Neo Support Agent they can reach. Neo Insights offers the same thing from a different angle. Rows there can carry their own Set up with Neo button, which attaches the evidence behind those tickets: the volume, the patterns it detected and example tickets. The interview then starts from your own data rather than from a blank template, and where no template fits, the agent builds a Workflow or Agent from that evidence instead.

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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.