These are archived updates. For what shipped recently, see the current changelog.
Connect Multiple RMMs to One Account
You can now connect more than one RMM at the same time — your main RMM alongside ScreenConnect, or two RMMs while you migrate between them. Each RMM gets its own card on the Integrations page with independent credentials, sync, and status, and you can sync them individually or all at once. Devices and scripts stay tied to the RMM they came from, so agents always run scripts through the right platform, and if the same device ID exists in two RMMs the agent asks which one you mean instead of guessing.Leaver Requests Are Now Identity-Checked
Before an agent disables, converts, or removes anything for a leaver, it now looks the person up in your client’s directory and checks that the name on the ticket matches the account behind the email address. If a requester pairs the wrong address with a name — easy to do with first-initial addresses shared by two people — the agent holds that account, asks the requester to confirm, and only proceeds once it’s sure. Approval requests also now list the directory-verified name next to each email, so whoever approves can spot a mix-up too.Filter Your Insights by Company and Month
Neo Insights can now be scoped to a single end-client company or to specific months, instead of only your whole desk over a rolling window. Open New analysis on the Insights page — right next to Export PDF — pick a company and/or the months you want, and Neo analyses just those tickets, which is handy for a QBR or a per-client ROI story. Every report is saved: the new report switcher in the page header lists them all, so you can jump back to any company or month view instantly without re-running it. Companies with too few tickets in the chosen window automatically fall back to their full history, and Neo tells you clearly when there still isn’t enough to analyse.Intents Now Work with Triggered Agents Too
Intents — the common requests you teach Neo, each with the exact details to collect — now run on your ticket-triggered agents as well as your end-user chat bot. Give an intent the Triggered agents surface and, when a matching request arrives as a ticket (say, an emailed “we’ve got someone new starting Monday”), the agent checks what the email already answers, replies asking only for what’s missing — the start date, the 2FA number — and picks the ticket back up when the requester answers. The same “New Starter” intent can drive both your chat bot and your email intake. See Intents.Intents for Your End-User Bot
You can now teach your branded end-user bot the common requests your clients raise — a new starter, a hardware request, a mailbox change — and, for each one, the exact details to collect. When someone asks, the bot gathers just what’s needed (skipping anything it already knows) and files a complete ticket, so your team never has to chase the requester for the basics. Author your intents once on the Intents page and assign each to the agents and client companies it applies to. See Intents.Manage Intents from the Public API
Your intents — the common requests you teach Neo — are now fully manageable over the public API. List, read, create, update, and delete them under
Everything the Chat Agents cost view shows is now available through the public API, so you can pull it into your own reporting. Read conversational-agent credits, messages and sessions for any date range — overall, per agent, per technician, and per tool — plus the trend over time, and drill into your white-label end-user bot’s active users, the tickets it raised per company and person, and the month-by-month trend. Browse the new endpoints under Performance and Billing in the API reference.Even More of Your Chat Agents’ Work Is Free
We’ve widened the set of behind-the-scenes tools that never cost credits — things like getting a ticket link, formatting output, looking up a field’s options, and the agent’s own scratch space — so only tools that do real work for you draw from your credit pool. The Chat Agents cost view also shows credits per tool now, and the End-user view gains a month picker so you can look back at any past month’s active users, tickets, and per-client activity.Connect ConnectWise ScreenConnect
Neo now supports ConnectWise ScreenConnect (also sold as Control) as an RMM. Connect your instance from Integrations → RMM with your instance URL and RESTful API Manager secret, and Neo can pull device context, map devices to the right company, run commands and pre-staged Toolbox items on endpoints, and message the logged-in user — all through ScreenConnect’s API and gated by the permissions you grant each agent. See the setup guide.Disconnect an RMM from the Dashboard
You can now disconnect a connected RMM directly from its page in Integrations → RMM — useful when switching tools or cleaning up. Neo stops syncing that RMM, and you can reconnect any time.RMM Script Bursts No Longer Time Out
When many scripts hit the same device at once — end-of-month change requests, bulk maintenance — RMM platforms expire the jobs stuck deeper in the device’s queue before they ever run (Datto RMM cancels anything that hasn’t started within 60 minutes), leaving technicians re-running failures by hand. Neo now feeds each device at the pace it can actually execute: excess jobs wait in Neo’s dispatch queue and release automatically as the device frees up, so every job runs inside its execution window. Queued jobs show in Event History and need no action from you.Australian Data Residency
Neo now offers data residency in Australia, joining our existing US, UK, and European regions. MSPs and their clients who need data to stay onshore can have their tenant provisioned in Australia, where everything Neo stores for you — documents, tickets, and agent memory — is kept and processed in-region. Talk to your account manager to set up a new Australian tenant or discuss moving to the Australian region.A Public API You Can Build On — With Docs and Keys
Neo now has full developer documentation for its public API, so you can manage agents, read execution history and analytics, and pull billing and usage straight from your own scripts and tools. Create and manage API keys yourself under Roles & Access → API Keys — generate a key (shown once), rotate it with a 24-hour overlap so nothing breaks mid-rollout, or revoke it instantly. Start with the quickstart, or browse every endpoint in the new API reference.See Exactly What Your Chat Agents Cost
Analytics → Cost Analysis has a new Chat Agents view that breaks down conversational-agent usage the way you already see workflows and dispatch. Internal shows the credits your internal chat agents use — your Neo Support Agent plus any chat agents you run in the dashboard, Teams, or Slack — with a trend over time and a per-agent breakdown so you can see what’s driving spend. End-user shows your branded end-user bot’s active users and projected monthly cost, with a month-by-month trend and a per-company breakdown you can expand down to the individual people using it. Chat usage now also reconciles cleanly against your overall credit total.Chat-Agent Usage by Person, Tool, and End-Client
The Chat Agents view now goes a level deeper. For your internal chat agents you can see usage per technician — credits, messages and sessions, so you know who’s getting the most out of Neo — plus a tool-usage breakdown of what the agents actually did (PSA lookups, ticket searches, time logs), which is what drives the credits. For your end-user bot you can filter by end-client and see how many tickets the bot raised for each company and person. “Turns” now reads “messages” throughout, and a View usage & cost link on the Chat page jumps straight here.Share Your Chat Agents with a Public Link
The read-only public share link now reaches your chat agents too — show a client exactly what their support assistant does before you roll it out, no Neo login required. The Share button is also easier to find: it sits right next to Save in the builder, and in each agent’s menu on both the Chat and Agents & Workflows lists. A green Shared badge marks anything with a live link at a glance. See sharing agents.Your End-User Bot Can Attach Screenshots and Files to Tickets
When an employee shares a screenshot of an error — or a document like a log, PDF, or spreadsheet — with your branded Teams bot, it can now attach that straight to their ticket, so your technician has it in the PSA without anyone re-sending it. The bot only ever attaches to that person’s own ticket, and it reads screenshots to understand the problem (documents it attaches for the technician but doesn’t read itself). Works on ConnectWise, Autotask, Halo, and ServiceNow. See end-user tools.Workflows You Build On Are Protected from Deletion
If one workflow is set to run when another finishes, you can no longer delete the upstream workflow by accident. The delete is blocked and tells you exactly which workflows depend on it, so you can update or remove those first — keeping your automation chains from quietly breaking when you tidy up. See dependencies.Plumbing Tools No Longer Cost Credits
The behind-the-scenes things a chat agent does to help itself — loading a skill, reading Neo’s own API, looking up what’s available, recalling memory — are now free and never draw from your credit pool; only the tools that do real work for you bill. The Chat Agents tool-usage breakdown tags these as Free so it’s clear what’s actually driving your spend. (Every triggered agent run still bills at least one credit.)Jump Straight to the Tickets Your End-User Bot Raised
In the Chat Agents → End-user view, the tickets your branded bot raised now appear as clickable links straight into your PSA, and a new per-agent breakdown shows the message and session volume across each of your end-user agents.In-App Credit Warnings, Not Just Emails
Neo now warns you right in the dashboard about your credits, so nothing depends on catching an email. In the last few days before your monthly credits reset you’ll see a heads-up that unused credits don’t carry over, and if automations pause because you’ve used everything, a clear banner explains the pause and links you straight to top up.Smarter Auto Top-Up for Starter Plans
If you’re on the Starter plan with auto top-up on, Neo no longer jumps you straight to Growth the first time you run out of credits. Instead it adds the top-up pack you chose, and only moves you up to Growth once you’ve topped up enough that Growth would cost you the same or less — then it switches you over and folds those top-ups into the plan so you never pay for both. Growth and higher are unchanged: they keep topping up with no limit. See billing & credits.Clearer Trial Dates and Setup Cues
A few onboarding touch-ups from your feedback. The trial box now shows a distinct Sign-up Date and only fills in your Trial Start Date and End Date once your trial actually begins, so it’s obvious whether the clock has started. The Configure link on an agent’s approval settings now stands out as the clear next step, and the triage action’s add-field control is now a labelled Add More Properties button.
You can now connect more than one RMM at the same time — your main RMM alongside ScreenConnect, or two RMMs while you migrate between them. Each RMM gets its own card on the Integrations page with independent credentials, sync, and status, and you can sync them individually or all at once. Devices and scripts stay tied to the RMM they came from, so agents always run scripts through the right platform, and if the same device ID exists in two RMMs the agent asks which one you mean instead of guessing.Leaver Requests Are Now Identity-Checked
Before an agent disables, converts, or removes anything for a leaver, it now looks the person up in your client’s directory and checks that the name on the ticket matches the account behind the email address. If a requester pairs the wrong address with a name — easy to do with first-initial addresses shared by two people — the agent holds that account, asks the requester to confirm, and only proceeds once it’s sure. Approval requests also now list the directory-verified name next to each email, so whoever approves can spot a mix-up too.Filter Your Insights by Company and Month
Neo Insights can now be scoped to a single end-client company or to specific months, instead of only your whole desk over a rolling window. Open New analysis on the Insights page — right next to Export PDF — pick a company and/or the months you want, and Neo analyses just those tickets, which is handy for a QBR or a per-client ROI story. Every report is saved: the new report switcher in the page header lists them all, so you can jump back to any company or month view instantly without re-running it. Companies with too few tickets in the chosen window automatically fall back to their full history, and Neo tells you clearly when there still isn’t enough to analyse.Intents Now Work with Triggered Agents Too
Intents — the common requests you teach Neo, each with the exact details to collect — now run on your ticket-triggered agents as well as your end-user chat bot. Give an intent the Triggered agents surface and, when a matching request arrives as a ticket (say, an emailed “we’ve got someone new starting Monday”), the agent checks what the email already answers, replies asking only for what’s missing — the start date, the 2FA number — and picks the ticket back up when the requester answers. The same “New Starter” intent can drive both your chat bot and your email intake. See Intents.Intents for Your End-User Bot
You can now teach your branded end-user bot the common requests your clients raise — a new starter, a hardware request, a mailbox change — and, for each one, the exact details to collect. When someone asks, the bot gathers just what’s needed (skipping anything it already knows) and files a complete ticket, so your team never has to chase the requester for the basics. Author your intents once on the Intents page and assign each to the agents and client companies it applies to. See Intents.Manage Intents from the Public API
Your intents — the common requests you teach Neo — are now fully manageable over the public API. List, read, create, update, and delete them under
/public-api/intents, so you can author your intent library from your own scripts or roll a standard set out across clients. A quick guardrail comes with it: at most 15 enabled intents can apply to any single agent, keeping each agent’s intake menu sharp. Browse the new endpoints under Intents in the API reference.Chat-Agent Cost Analytics in the Public APIEverything the Chat Agents cost view shows is now available through the public API, so you can pull it into your own reporting. Read conversational-agent credits, messages and sessions for any date range — overall, per agent, per technician, and per tool — plus the trend over time, and drill into your white-label end-user bot’s active users, the tickets it raised per company and person, and the month-by-month trend. Browse the new endpoints under Performance and Billing in the API reference.Even More of Your Chat Agents’ Work Is Free
We’ve widened the set of behind-the-scenes tools that never cost credits — things like getting a ticket link, formatting output, looking up a field’s options, and the agent’s own scratch space — so only tools that do real work for you draw from your credit pool. The Chat Agents cost view also shows credits per tool now, and the End-user view gains a month picker so you can look back at any past month’s active users, tickets, and per-client activity.Connect ConnectWise ScreenConnect
Neo now supports ConnectWise ScreenConnect (also sold as Control) as an RMM. Connect your instance from Integrations → RMM with your instance URL and RESTful API Manager secret, and Neo can pull device context, map devices to the right company, run commands and pre-staged Toolbox items on endpoints, and message the logged-in user — all through ScreenConnect’s API and gated by the permissions you grant each agent. See the setup guide.Disconnect an RMM from the Dashboard
You can now disconnect a connected RMM directly from its page in Integrations → RMM — useful when switching tools or cleaning up. Neo stops syncing that RMM, and you can reconnect any time.RMM Script Bursts No Longer Time Out
When many scripts hit the same device at once — end-of-month change requests, bulk maintenance — RMM platforms expire the jobs stuck deeper in the device’s queue before they ever run (Datto RMM cancels anything that hasn’t started within 60 minutes), leaving technicians re-running failures by hand. Neo now feeds each device at the pace it can actually execute: excess jobs wait in Neo’s dispatch queue and release automatically as the device frees up, so every job runs inside its execution window. Queued jobs show in Event History and need no action from you.Australian Data Residency
Neo now offers data residency in Australia, joining our existing US, UK, and European regions. MSPs and their clients who need data to stay onshore can have their tenant provisioned in Australia, where everything Neo stores for you — documents, tickets, and agent memory — is kept and processed in-region. Talk to your account manager to set up a new Australian tenant or discuss moving to the Australian region.A Public API You Can Build On — With Docs and Keys
Neo now has full developer documentation for its public API, so you can manage agents, read execution history and analytics, and pull billing and usage straight from your own scripts and tools. Create and manage API keys yourself under Roles & Access → API Keys — generate a key (shown once), rotate it with a 24-hour overlap so nothing breaks mid-rollout, or revoke it instantly. Start with the quickstart, or browse every endpoint in the new API reference.See Exactly What Your Chat Agents Cost
Analytics → Cost Analysis has a new Chat Agents view that breaks down conversational-agent usage the way you already see workflows and dispatch. Internal shows the credits your internal chat agents use — your Neo Support Agent plus any chat agents you run in the dashboard, Teams, or Slack — with a trend over time and a per-agent breakdown so you can see what’s driving spend. End-user shows your branded end-user bot’s active users and projected monthly cost, with a month-by-month trend and a per-company breakdown you can expand down to the individual people using it. Chat usage now also reconciles cleanly against your overall credit total.Chat-Agent Usage by Person, Tool, and End-Client
The Chat Agents view now goes a level deeper. For your internal chat agents you can see usage per technician — credits, messages and sessions, so you know who’s getting the most out of Neo — plus a tool-usage breakdown of what the agents actually did (PSA lookups, ticket searches, time logs), which is what drives the credits. For your end-user bot you can filter by end-client and see how many tickets the bot raised for each company and person. “Turns” now reads “messages” throughout, and a View usage & cost link on the Chat page jumps straight here.Share Your Chat Agents with a Public Link
The read-only public share link now reaches your chat agents too — show a client exactly what their support assistant does before you roll it out, no Neo login required. The Share button is also easier to find: it sits right next to Save in the builder, and in each agent’s menu on both the Chat and Agents & Workflows lists. A green Shared badge marks anything with a live link at a glance. See sharing agents.Your End-User Bot Can Attach Screenshots and Files to Tickets
When an employee shares a screenshot of an error — or a document like a log, PDF, or spreadsheet — with your branded Teams bot, it can now attach that straight to their ticket, so your technician has it in the PSA without anyone re-sending it. The bot only ever attaches to that person’s own ticket, and it reads screenshots to understand the problem (documents it attaches for the technician but doesn’t read itself). Works on ConnectWise, Autotask, Halo, and ServiceNow. See end-user tools.Workflows You Build On Are Protected from Deletion
If one workflow is set to run when another finishes, you can no longer delete the upstream workflow by accident. The delete is blocked and tells you exactly which workflows depend on it, so you can update or remove those first — keeping your automation chains from quietly breaking when you tidy up. See dependencies.Plumbing Tools No Longer Cost Credits
The behind-the-scenes things a chat agent does to help itself — loading a skill, reading Neo’s own API, looking up what’s available, recalling memory — are now free and never draw from your credit pool; only the tools that do real work for you bill. The Chat Agents tool-usage breakdown tags these as Free so it’s clear what’s actually driving your spend. (Every triggered agent run still bills at least one credit.)Jump Straight to the Tickets Your End-User Bot Raised
In the Chat Agents → End-user view, the tickets your branded bot raised now appear as clickable links straight into your PSA, and a new per-agent breakdown shows the message and session volume across each of your end-user agents.In-App Credit Warnings, Not Just Emails
Neo now warns you right in the dashboard about your credits, so nothing depends on catching an email. In the last few days before your monthly credits reset you’ll see a heads-up that unused credits don’t carry over, and if automations pause because you’ve used everything, a clear banner explains the pause and links you straight to top up.Smarter Auto Top-Up for Starter Plans
If you’re on the Starter plan with auto top-up on, Neo no longer jumps you straight to Growth the first time you run out of credits. Instead it adds the top-up pack you chose, and only moves you up to Growth once you’ve topped up enough that Growth would cost you the same or less — then it switches you over and folds those top-ups into the plan so you never pay for both. Growth and higher are unchanged: they keep topping up with no limit. See billing & credits.Clearer Trial Dates and Setup Cues
A few onboarding touch-ups from your feedback. The trial box now shows a distinct Sign-up Date and only fills in your Trial Start Date and End Date once your trial actually begins, so it’s obvious whether the clock has started. The Configure link on an agent’s approval settings now stands out as the clear next step, and the triage action’s add-field control is now a labelled Add More Properties button.
Self-Serve Trial & Billing for Your End-User Bot
Your branded end-user Teams bot now has a clear billing lifecycle you control from the Billing page. Every bot starts with a 14-day free trial — no card required — that begins the moment you install it for a client, and you can watch the active-user count and projected monthly cost build the whole time. When the trial ends, if you already have a payment method on file you move to the paid add-on automatically with no interruption; if you don’t, the bot simply pauses until you add one. You can also turn the bot off — or back on — anytime, in trial or after you’ve converted. See sessions & billing.Your End-User Bot Can Close the Loop on Tickets
When your branded Teams bot sorts out an employee’s problem, it can now finish the job in your PSA instead of leaving a ticket open. If the employee confirms an existing ticket is fixed, the bot marks it resolved with a short summary for your team. And when the bot solves a brand-new issue outright in the chat with no technician needed, it files a ticket that’s already marked resolved — so you still have a complete record of everything it handled, even the issues it deflected on its own. Choose which status counts as “resolved” in the end-user agent’s settings, right next to where you set where new tickets land.Fine-Tune the Expertise Dispatch Weighs
When you turn on “factor in technician expertise” in a dispatch workflow, you can now choose exactly which signals Neo uses: the AI profile (built from past tickets), PSA skills, and PSA certifications — each its own toggle, all on by default. Prefer to trust the skills your team records in the PSA over the AI profile? Turn the profile off and keep skills on. The skills and certification options only appear for the PSAs that have them (skills for ConnectWise and Autotask, certifications for ConnectWise). Existing dispatch workflows are unchanged.Internal Chat Agents Know the Technician Asking
When one of your technicians messages an internal chat agent in Teams, Neo now recognises who they are and brings their profile into the conversation — their name, their PSA and Microsoft identities, and any custom instructions set on their profile. That makes per-technician rules just work: set an engineer’s profile to “only assign tickets for Gold-classification customers” and your self-serve dispatch agent honours it automatically, without spelling it out in the agent’s prompt. Connect Microsoft Teams — Technician Mapping & Availability so Neo can identify each person. See self-serve ticket dispatch.Read and Update Client CRM Notes in Halo
Your Halo agents can now work with the CRM notes on a client’s record — the dated relationship notes behind Halo’s
Your Halo agents now reach further into your instance. Ask about a client’s projects and the agent reads them (the project work items in Halo’s Projects area, separate from day-to-day tickets), and agents can now also pull FAQ lists, asset groups, request and email templates, and other reference data that previously couldn’t be queried. As always, what an agent can see follows the permission areas you’ve granted — projects ride the Tickets area, FAQ lists the Knowledge Base area — so nothing is exposed beyond the access you already control.Neo Confirms On-Prem Script Results
When Neo runs an on-premises Active Directory or Exchange action through your RMM — like creating a user — it now reads back the script’s actual result, not just whether the RMM job ran. So Neo can confirm the account was really created, and tell you clearly when it wasn’t, instead of assuming success. ConnectWise Automate users: re-import the updated
Technician-in-the-loop approval requests now have a home in the dashboard: a new Approvals page lists everything waiting on a decision, where you can approve or reject (with an optional note) without hunting through Teams. Technicians see the requests they’re asked to approve; admins see all of them, along with who’s eligible to approve each one. Approval cards now show the ticket number you recognise instead of an internal id.Relayed Technician Replies Are Now Labelled
When a technician’s reply on a ticket is relayed into your branded end-user Teams bot, it’s now clearly labelled as coming from a person — not the AI — along with the ticket number and its current status, so employees aren’t left wondering who answered. The label is on by default and you can tailor it per end-user channel: choose from ready-made wordings in ten languages, write your own, or switch it off. Find it under Label relayed technician messages in the channel’s settings.Skill-Based Dispatch for Autotask
When Neo decides who to assign a ticket to, it now considers your Autotask technicians’ configured skills and proficiency levels — the same skill-aware routing that already worked for ConnectWise. Neo reads each resource’s skills straight from Autotask and weighs them alongside availability, workload, and past work on similar tickets. Nothing to switch on: just keep skills set on your technician records in Autotask.Referral Rewards, Now Automatic
Refer another MSP to Neo Agent and you now earn 1,500 credits every month for a full year for each MSP you refer — and the credits stack across referrals, so referring three MSPs is 4,500 credits a month. The MSP you refer gets a one-time 2,500-credit welcome bonus to spend over their first year. Your monthly credits now refresh on their own each month, with no need to ask us to top them up, and both sides can track their rewards on the Billing page. See the Referral Program.
Your branded end-user Teams bot now has a clear billing lifecycle you control from the Billing page. Every bot starts with a 14-day free trial — no card required — that begins the moment you install it for a client, and you can watch the active-user count and projected monthly cost build the whole time. When the trial ends, if you already have a payment method on file you move to the paid add-on automatically with no interruption; if you don’t, the bot simply pauses until you add one. You can also turn the bot off — or back on — anytime, in trial or after you’ve converted. See sessions & billing.Your End-User Bot Can Close the Loop on Tickets
When your branded Teams bot sorts out an employee’s problem, it can now finish the job in your PSA instead of leaving a ticket open. If the employee confirms an existing ticket is fixed, the bot marks it resolved with a short summary for your team. And when the bot solves a brand-new issue outright in the chat with no technician needed, it files a ticket that’s already marked resolved — so you still have a complete record of everything it handled, even the issues it deflected on its own. Choose which status counts as “resolved” in the end-user agent’s settings, right next to where you set where new tickets land.Fine-Tune the Expertise Dispatch Weighs
When you turn on “factor in technician expertise” in a dispatch workflow, you can now choose exactly which signals Neo uses: the AI profile (built from past tickets), PSA skills, and PSA certifications — each its own toggle, all on by default. Prefer to trust the skills your team records in the PSA over the AI profile? Turn the profile off and keep skills on. The skills and certification options only appear for the PSAs that have them (skills for ConnectWise and Autotask, certifications for ConnectWise). Existing dispatch workflows are unchanged.Internal Chat Agents Know the Technician Asking
When one of your technicians messages an internal chat agent in Teams, Neo now recognises who they are and brings their profile into the conversation — their name, their PSA and Microsoft identities, and any custom instructions set on their profile. That makes per-technician rules just work: set an engineer’s profile to “only assign tickets for Gold-classification customers” and your self-serve dispatch agent honours it automatically, without spelling it out in the agent’s prompt. Connect Microsoft Teams — Technician Mapping & Availability so Neo can identify each person. See self-serve ticket dispatch.Read and Update Client CRM Notes in Halo
Your Halo agents can now work with the CRM notes on a client’s record — the dated relationship notes behind Halo’s
$CRMNote, separate from ticket notes. Ask for “the latest CRM note for a company” and the agent reads it; agents with write access can add or update notes too. CRM notes live in the existing Companies permission area, so an agent that can read companies can read CRM notes, and granting Write on Companies lets it create and edit them. Works for your Neo Support Agent and any Halo workflow or chat agent.Halo Agents Reach More of Your DataYour Halo agents now reach further into your instance. Ask about a client’s projects and the agent reads them (the project work items in Halo’s Projects area, separate from day-to-day tickets), and agents can now also pull FAQ lists, asset groups, request and email templates, and other reference data that previously couldn’t be queried. As always, what an agent can see follows the permission areas you’ve granted — projects ride the Tickets area, FAQ lists the Knowledge Base area — so nothing is exposed beyond the access you already control.Neo Confirms On-Prem Script Results
When Neo runs an on-premises Active Directory or Exchange action through your RMM — like creating a user — it now reads back the script’s actual result, not just whether the RMM job ran. So Neo can confirm the account was really created, and tell you clearly when it wasn’t, instead of assuming success. ConnectWise Automate users: re-import the updated
[Neo Script] Run Powershell wrapper from the on-prem setup guide to turn this on. ConnectWise Asio needs no change.Approvals Inbox in the DashboardTechnician-in-the-loop approval requests now have a home in the dashboard: a new Approvals page lists everything waiting on a decision, where you can approve or reject (with an optional note) without hunting through Teams. Technicians see the requests they’re asked to approve; admins see all of them, along with who’s eligible to approve each one. Approval cards now show the ticket number you recognise instead of an internal id.Relayed Technician Replies Are Now Labelled
When a technician’s reply on a ticket is relayed into your branded end-user Teams bot, it’s now clearly labelled as coming from a person — not the AI — along with the ticket number and its current status, so employees aren’t left wondering who answered. The label is on by default and you can tailor it per end-user channel: choose from ready-made wordings in ten languages, write your own, or switch it off. Find it under Label relayed technician messages in the channel’s settings.Skill-Based Dispatch for Autotask
When Neo decides who to assign a ticket to, it now considers your Autotask technicians’ configured skills and proficiency levels — the same skill-aware routing that already worked for ConnectWise. Neo reads each resource’s skills straight from Autotask and weighs them alongside availability, workload, and past work on similar tickets. Nothing to switch on: just keep skills set on your technician records in Autotask.Referral Rewards, Now Automatic
Refer another MSP to Neo Agent and you now earn 1,500 credits every month for a full year for each MSP you refer — and the credits stack across referrals, so referring three MSPs is 4,500 credits a month. The MSP you refer gets a one-time 2,500-credit welcome bonus to spend over their first year. Your monthly credits now refresh on their own each month, with no need to ask us to top them up, and both sides can track their rewards on the Billing page. See the Referral Program.
Let Your Agent Run Scripts on ConnectWise Asio Endpoints
Agents connected to ConnectWise Asio can now run scripts and tasks on devices, not just browse the catalog. Grant Write on the Automation area in the integration’s permissions and your agent can schedule a script or task to run on one or more endpoints and read back the results — useful for remediation steps during triage. The area stays read-only unless you opt in, and you can require technician approval before any run.Filter Tickets by Autotask Tag
Your automations can now match Autotask tickets by the tags on them. Add Ticket has Tag (or Ticket does not have Tag) to a workflow’s ticket conditions and type the tag name — Neo only acts on tickets that carry (or are missing) that tag. Matching ignores capitalization, so it’s perfect for routing escalations, recurring-issue reviews, or any tag-driven process.See and Fix How RMM Devices Map to Companies
Neo links every device from your RMM to the right PSA company so reports, automations, and agents know which customer it belongs to. A new Device Mapping tab on each RMM integration shows that mapping at a glance — which devices are mapped, which aren’t, and who set each one. When Neo can’t place a device automatically (for example, an RMM organization named differently from the PSA company), filter to Unmapped, select all, and assign them to a company in one click — and manual assignments stick through every future sync. Works across all supported RMMs. See Device mapping.Choose Who Can Chat With Each Agent
You can now decide which of your team members can message each chat agent — everyone (the default), admins only, or specific people you choose. An admin sets it in Dashboard Users → Chat Agent Access. It applies to every chat agent, including your Neo Support Agent: keep powerful assistants limited to admins while everyday helpers stay open to the whole team. See building a chat agent.Your End-User Bot Can Now Handle Tickets
Your branded end-user Teams bot does more than answer questions now. It searches your knowledge base for an answer first, and when something needs a technician it can look up the employee’s own tickets, report their status in plain language, file a new ticket, and post the employee’s replies back onto a ticket — recorded as a genuine customer response so your PSA notifies the technician and your “customer replied” automations fire. Everything stays scoped to that one employee and their company: the bot only ever sees their own tickets and your customer-facing documentation, never other clients, internal notes, or anything across your client base. Letting the bot file tickets is opt-in — add Create Ticket (End User) to your chat agent and pick the board/queue/status these tickets should land in. Works across ConnectWise, Autotask, Halo, and ServiceNow. See end-user tools.Test Your Chat Agent as an End-Client
Tuning a support bot for a specific client no longer requires installing anything in their tenant. Channel cards now have a Test button (admins only): pick a client company and the email of a real contact there, then chat with the agent exactly as that person would — their per-company instructions and the end-user tools apply, scoped to that contact’s own tickets. A banner shows who you’re acting as. Anything the agent files is a real PSA record but clearly marked [MSP TEST], so test activity is never mistaken for a genuine end-user report. The fastest way to check an agent’s per-client behavior before rolling the bot out. See testing as an end-client.Ticket Updates Land Right in the Chat
Your branded end-user bot now closes the loop. When a technician posts a client-facing update on a ticket an employee raised through the bot, that update is delivered straight into the same Teams conversation — and the employee’s reply lands back on the ticket as a customer response. The Teams thread and the ticket’s customer-facing notes become two views of one exchange, so employees follow their tickets without leaving Teams or digging through email. Only customer-facing updates relay — internal technician notes never do — and Neo focuses on the updates you’d normally email the contact about, so the chat stays signal, not noise. You’re in control: the Microsoft Teams — End-user Chat Bot integration has a master switch to turn the whole relay on or off (on by default — the card shows Connected while it’s on), plus per-PSA settings to fine-tune exactly which updates count as customer-facing. Works across ConnectWise, Autotask, Halo, and ServiceNow. See live ticket updates in the chat.Neo Can Estimate Time on Halo Tickets
Halo’s Estimated Time field is now something Neo can fill in during triage. Add it to your Ticket Triage action and Neo reviews the ticket alongside similar past tickets to predict the effort in hours, giving your team a head start on scheduling and capacity planning. Estimates are rounded to the nearest 15 minutes to match Halo’s HH:MM display.Quiet Your End-User Bot’s “Working…” Card
While your branded end-user Teams bot puts together a reply, it shows a live “working…” card listing the steps it’s taking, so a longer answer never looks stuck. If your end users would rather just see the final answer, you can now switch it off per channel — open the channel and turn off Show progress updates. It’s on by default, and the bot’s answers are exactly the same either way. See what end users experience.Put Your Own Bot in Teams for Your Technicians
Besides the Neo AI Agent app, you can now give your own chat agent to your technicians right in Microsoft Teams — your prompt, your tools, your branding. Build an Internal chat agent, create a Teams channel for it, and use Install in your tenant to publish it into your own Microsoft 365 with a single sign-in. It runs with the full toolbox you give it — working across all your companies, unlike a client-facing bot — and an internal channel only ever installs in your own tenant, never a client’s. See custom internal bot.
Agents connected to ConnectWise Asio can now run scripts and tasks on devices, not just browse the catalog. Grant Write on the Automation area in the integration’s permissions and your agent can schedule a script or task to run on one or more endpoints and read back the results — useful for remediation steps during triage. The area stays read-only unless you opt in, and you can require technician approval before any run.Filter Tickets by Autotask Tag
Your automations can now match Autotask tickets by the tags on them. Add Ticket has Tag (or Ticket does not have Tag) to a workflow’s ticket conditions and type the tag name — Neo only acts on tickets that carry (or are missing) that tag. Matching ignores capitalization, so it’s perfect for routing escalations, recurring-issue reviews, or any tag-driven process.See and Fix How RMM Devices Map to Companies
Neo links every device from your RMM to the right PSA company so reports, automations, and agents know which customer it belongs to. A new Device Mapping tab on each RMM integration shows that mapping at a glance — which devices are mapped, which aren’t, and who set each one. When Neo can’t place a device automatically (for example, an RMM organization named differently from the PSA company), filter to Unmapped, select all, and assign them to a company in one click — and manual assignments stick through every future sync. Works across all supported RMMs. See Device mapping.Choose Who Can Chat With Each Agent
You can now decide which of your team members can message each chat agent — everyone (the default), admins only, or specific people you choose. An admin sets it in Dashboard Users → Chat Agent Access. It applies to every chat agent, including your Neo Support Agent: keep powerful assistants limited to admins while everyday helpers stay open to the whole team. See building a chat agent.Your End-User Bot Can Now Handle Tickets
Your branded end-user Teams bot does more than answer questions now. It searches your knowledge base for an answer first, and when something needs a technician it can look up the employee’s own tickets, report their status in plain language, file a new ticket, and post the employee’s replies back onto a ticket — recorded as a genuine customer response so your PSA notifies the technician and your “customer replied” automations fire. Everything stays scoped to that one employee and their company: the bot only ever sees their own tickets and your customer-facing documentation, never other clients, internal notes, or anything across your client base. Letting the bot file tickets is opt-in — add Create Ticket (End User) to your chat agent and pick the board/queue/status these tickets should land in. Works across ConnectWise, Autotask, Halo, and ServiceNow. See end-user tools.Test Your Chat Agent as an End-Client
Tuning a support bot for a specific client no longer requires installing anything in their tenant. Channel cards now have a Test button (admins only): pick a client company and the email of a real contact there, then chat with the agent exactly as that person would — their per-company instructions and the end-user tools apply, scoped to that contact’s own tickets. A banner shows who you’re acting as. Anything the agent files is a real PSA record but clearly marked [MSP TEST], so test activity is never mistaken for a genuine end-user report. The fastest way to check an agent’s per-client behavior before rolling the bot out. See testing as an end-client.Ticket Updates Land Right in the Chat
Your branded end-user bot now closes the loop. When a technician posts a client-facing update on a ticket an employee raised through the bot, that update is delivered straight into the same Teams conversation — and the employee’s reply lands back on the ticket as a customer response. The Teams thread and the ticket’s customer-facing notes become two views of one exchange, so employees follow their tickets without leaving Teams or digging through email. Only customer-facing updates relay — internal technician notes never do — and Neo focuses on the updates you’d normally email the contact about, so the chat stays signal, not noise. You’re in control: the Microsoft Teams — End-user Chat Bot integration has a master switch to turn the whole relay on or off (on by default — the card shows Connected while it’s on), plus per-PSA settings to fine-tune exactly which updates count as customer-facing. Works across ConnectWise, Autotask, Halo, and ServiceNow. See live ticket updates in the chat.Neo Can Estimate Time on Halo Tickets
Halo’s Estimated Time field is now something Neo can fill in during triage. Add it to your Ticket Triage action and Neo reviews the ticket alongside similar past tickets to predict the effort in hours, giving your team a head start on scheduling and capacity planning. Estimates are rounded to the nearest 15 minutes to match Halo’s HH:MM display.Quiet Your End-User Bot’s “Working…” Card
While your branded end-user Teams bot puts together a reply, it shows a live “working…” card listing the steps it’s taking, so a longer answer never looks stuck. If your end users would rather just see the final answer, you can now switch it off per channel — open the channel and turn off Show progress updates. It’s on by default, and the bot’s answers are exactly the same either way. See what end users experience.Put Your Own Bot in Teams for Your Technicians
Besides the Neo AI Agent app, you can now give your own chat agent to your technicians right in Microsoft Teams — your prompt, your tools, your branding. Build an Internal chat agent, create a Teams channel for it, and use Install in your tenant to publish it into your own Microsoft 365 with a single sign-in. It runs with the full toolbox you give it — working across all your companies, unlike a client-facing bot — and an internal channel only ever installs in your own tenant, never a client’s. See custom internal bot.
Company-Scoped End-User Bot Conversations
Conversations through your branded end-user Teams bot are now strictly scoped to the company the user belongs to, recognized from their Microsoft 365 tenant. Tools that operate across your whole client base — ticket search, company listings, direct API access — never run in end-user conversations, regardless of how the agent is configured. And if a tenant isn’t linked to exactly one of your companies, the bot declines to answer and tells the user exactly what their IT provider needs to link. See what end users can access.Brand Your Teams Bot in a Click
Setting up a branded Teams support bot is now faster. The New Channel dialog has a Branding section where everything is optional — leave a field blank and Neo uses a sensible default (including its own icons), so the downloadable Teams app package works the moment you create the channel. Brand what you want: set a display name and welcome message, and for the bot’s color and outline icons upload an image straight from your computer instead of hosting one somewhere and pasting a link — Neo resizes and stores it for you. A View default link shows exactly what the fallback looks like.Install Your Branded Teams Bot with a Link
Rolling your branded support bot out to a client no longer means downloading a zip and walking their admin through a custom-app upload. From a channel’s White-label installs, pick the client and click Generate install link — send that link to the client’s Microsoft 365 admin, and one click and approval publishes your branded app into their tenant and switches on message routing automatically. Changed your branding later? Click Push update and Neo re-publishes to every tenant that installed via a link — no client re-consent, no admin-center steps. The manual zip upload stays available as a fallback for tenants that block third-party publishing.Chat Agents Documentation
The docs now have a dedicated Chat Agents section — from the technician chat experience and the Neo Support Agent to building your own chat agents and Channels, including a step-by-step guide and recipe for deploying a branded Teams support bot into your clients’ tenants.Smarter RMM Device-to-Company Matching
When Neo syncs devices from your RMM, it links each RMM site to the matching PSA company so reports and automations know which customer a device belongs to. Until now that link relied on the names matching exactly — so a site called “Swiatek Ortho” never connected to a company renamed “Bright Smiles Orthodontics”. Neo now also recognizes the devices themselves: if a site’s machines already exist as configurations/assets under one of your PSA companies, Neo maps the site to that company automatically. Only decisive evidence is used — sites where devices point at different companies are left unmatched rather than guessed. Works across all supported RMMs with ConnectWise, Autotask, and Halo.Name the Booked Schedule Entry
When Ticket Dispatch books time on a technician’s calendar, you can now control the name of that entry through your dispatch custom instructions — for example, “Name every schedule entry ‘NEO - [client] - [short summary]’”. It makes Neo-booked work easy to spot at a glance in your PSA calendar. Leave it unset and entries keep their default name (the ticket title). Works across ConnectWise, Autotask, and Halo.Dispatch Around Teams Shifts & Breaks
Ticket Dispatch can now see who’s actually on shift. Connect the new Microsoft Teams — Workforce Availability integration to your own Microsoft 365 tenant, pick the Team(s) where your service desk keeps its rota, and Neo matches each technician to their Teams account automatically. With Teams availability turned on for a dispatch workflow, Neo skips anyone who’s Away, Offline, or out of office in Teams — so tickets don’t land with someone on lunch or off the clock — while still treating Busy, In a call, and Presenting as working. The check is time-scoped: booking a slot for tomorrow isn’t blocked by someone being on a break right now. Run your rota in the Teams Shifts app? Point the workflow at the rota team(s) and Neo also prefers technicians whose shift covers the assignment time. If Teams can’t be reached, dispatch falls back to its normal logic and the run output says why. Configurable from the dashboard or the public API (
Neo’s AI dispatch agents now weigh Microsoft Teams availability too — the same live presence and shift-rota signal already available to the Ticket Dispatch workflow. When an agent decides who should take a ticket, it sees who’s Away, Offline, or out of office right now (skipping them for work starting immediately, while Busy and In a call still count as working) and who’s rostered on shift, both now and for a future slot. It reads from your own Microsoft 365 tenant using the Teams you selected when mapping technicians on the Integrations page; if Teams can’t be reached, the agent falls back to PSA calendar availability.SLA-Aware Dispatch for Autotask
Ticket Dispatch now schedules Autotask tickets against their SLA deadlines, the same way it already did for ConnectWise. Neo reads the ticket’s first-response, resolution-plan, and resolution targets and books work to land before whichever deadline applies — and if its first pick would miss the deadline, it automatically tries again for an earlier slot. Tickets without an SLA are unaffected. Nothing to configure beyond your existing dispatch settings.One-Step Password Resets with Forced Change at Next Sign-In
Agents can now reset a Microsoft 365 user’s password and require a password change at next sign-in in a single step — including during onboarding, when delivering temporary credentials by SMS. To unlock this for a customer tenant, re-run Grant access for that company under End Companies (tenants connected from June 2026 onward have it automatically). Until a tenant is re-granted, password resets keep working the previous way, and the agent flags the next-sign-in change for a technician to set manually.A Code Sandbox for Every Agent — and Big Data Pulls No Longer Derail Runs
Every agent now comes with an isolated code sandbox — nothing to enable or configure. Agents reach for it on their own when the work calls for it: parsing exports, reshaping data, or running a bulk script across hundreds of records in one go. And when an integration returns more data than the agent can read at once (say, a huge ticket export from your PSA), Neo now automatically saves the complete result to a file in the sandbox and the agent filters and aggregates it there — so a big data pull no longer forces the agent to drop results or re-query with narrower filters.
Conversations through your branded end-user Teams bot are now strictly scoped to the company the user belongs to, recognized from their Microsoft 365 tenant. Tools that operate across your whole client base — ticket search, company listings, direct API access — never run in end-user conversations, regardless of how the agent is configured. And if a tenant isn’t linked to exactly one of your companies, the bot declines to answer and tells the user exactly what their IT provider needs to link. See what end users can access.Brand Your Teams Bot in a Click
Setting up a branded Teams support bot is now faster. The New Channel dialog has a Branding section where everything is optional — leave a field blank and Neo uses a sensible default (including its own icons), so the downloadable Teams app package works the moment you create the channel. Brand what you want: set a display name and welcome message, and for the bot’s color and outline icons upload an image straight from your computer instead of hosting one somewhere and pasting a link — Neo resizes and stores it for you. A View default link shows exactly what the fallback looks like.Install Your Branded Teams Bot with a Link
Rolling your branded support bot out to a client no longer means downloading a zip and walking their admin through a custom-app upload. From a channel’s White-label installs, pick the client and click Generate install link — send that link to the client’s Microsoft 365 admin, and one click and approval publishes your branded app into their tenant and switches on message routing automatically. Changed your branding later? Click Push update and Neo re-publishes to every tenant that installed via a link — no client re-consent, no admin-center steps. The manual zip upload stays available as a fallback for tenants that block third-party publishing.Chat Agents Documentation
The docs now have a dedicated Chat Agents section — from the technician chat experience and the Neo Support Agent to building your own chat agents and Channels, including a step-by-step guide and recipe for deploying a branded Teams support bot into your clients’ tenants.Smarter RMM Device-to-Company Matching
When Neo syncs devices from your RMM, it links each RMM site to the matching PSA company so reports and automations know which customer a device belongs to. Until now that link relied on the names matching exactly — so a site called “Swiatek Ortho” never connected to a company renamed “Bright Smiles Orthodontics”. Neo now also recognizes the devices themselves: if a site’s machines already exist as configurations/assets under one of your PSA companies, Neo maps the site to that company automatically. Only decisive evidence is used — sites where devices point at different companies are left unmatched rather than guessed. Works across all supported RMMs with ConnectWise, Autotask, and Halo.Name the Booked Schedule Entry
When Ticket Dispatch books time on a technician’s calendar, you can now control the name of that entry through your dispatch custom instructions — for example, “Name every schedule entry ‘NEO - [client] - [short summary]’”. It makes Neo-booked work easy to spot at a glance in your PSA calendar. Leave it unset and entries keep their default name (the ticket title). Works across ConnectWise, Autotask, and Halo.Dispatch Around Teams Shifts & Breaks
Ticket Dispatch can now see who’s actually on shift. Connect the new Microsoft Teams — Workforce Availability integration to your own Microsoft 365 tenant, pick the Team(s) where your service desk keeps its rota, and Neo matches each technician to their Teams account automatically. With Teams availability turned on for a dispatch workflow, Neo skips anyone who’s Away, Offline, or out of office in Teams — so tickets don’t land with someone on lunch or off the clock — while still treating Busy, In a call, and Presenting as working. The check is time-scoped: booking a slot for tomorrow isn’t blocked by someone being on a break right now. Run your rota in the Teams Shifts app? Point the workflow at the rota team(s) and Neo also prefers technicians whose shift covers the assignment time. If Teams can’t be reached, dispatch falls back to its normal logic and the run output says why. Configurable from the dashboard or the public API (
/public-api/teams-availability/*).Teams Availability for AI Dispatch AgentsNeo’s AI dispatch agents now weigh Microsoft Teams availability too — the same live presence and shift-rota signal already available to the Ticket Dispatch workflow. When an agent decides who should take a ticket, it sees who’s Away, Offline, or out of office right now (skipping them for work starting immediately, while Busy and In a call still count as working) and who’s rostered on shift, both now and for a future slot. It reads from your own Microsoft 365 tenant using the Teams you selected when mapping technicians on the Integrations page; if Teams can’t be reached, the agent falls back to PSA calendar availability.SLA-Aware Dispatch for Autotask
Ticket Dispatch now schedules Autotask tickets against their SLA deadlines, the same way it already did for ConnectWise. Neo reads the ticket’s first-response, resolution-plan, and resolution targets and books work to land before whichever deadline applies — and if its first pick would miss the deadline, it automatically tries again for an earlier slot. Tickets without an SLA are unaffected. Nothing to configure beyond your existing dispatch settings.One-Step Password Resets with Forced Change at Next Sign-In
Agents can now reset a Microsoft 365 user’s password and require a password change at next sign-in in a single step — including during onboarding, when delivering temporary credentials by SMS. To unlock this for a customer tenant, re-run Grant access for that company under End Companies (tenants connected from June 2026 onward have it automatically). Until a tenant is re-granted, password resets keep working the previous way, and the agent flags the next-sign-in change for a technician to set manually.A Code Sandbox for Every Agent — and Big Data Pulls No Longer Derail Runs
Every agent now comes with an isolated code sandbox — nothing to enable or configure. Agents reach for it on their own when the work calls for it: parsing exports, reshaping data, or running a bulk script across hundreds of records in one go. And when an integration returns more data than the agent can read at once (say, a huge ticket export from your PSA), Neo now automatically saves the complete result to a file in the sandbox and the agent filters and aggregates it there — so a big data pull no longer forces the agent to drop results or re-query with narrower filters.
Applications Permission Group for Microsoft Graph
The Applications permission group has left “coming soon” — agents can now review app registrations, service principals, and OAuth consent grants in your customer tenants. App inventories, third-party app audits, and client-secret expiry checks work with read-only access right away. With read/write enabled, agents can also create dedicated app registrations and client secrets (for example, a send-only app for a notifications mailbox). Every write requires technician approval, Neo can only manage apps it created itself, and admin consent always stays a one-click action for your own admin. Creating apps in a customer tenant requires re-granting Neo access for that tenant first.Filter ConnectWise Tickets by Created Date
Workflow and backfill filters on ConnectWise now include a Date Entered (Created) field with a date picker — filter tickets created before or after a specific date instead of converting to “days since created”. The condition is applied inside ConnectWise itself, so matching counts stay fast and accurate even on large ticket sets. Autotask, Halo, and ServiceNow already expose their created-date fields, so every PSA now supports date-based filters.Share Agents with a Public Link
Show off the agents you’ve built — generate a public, read-only link to any agent or workflow and share it with peers or your community, no Neo login required. Anyone who opens it sees the agent’s instructions (and can copy the prompt), how it’s triggered, and the tools it uses, laid out just like the builder. You stay in control of what’s shown: credit your company by name, and choose whether to reveal filter values or internal recipient details. Create, copy, regenerate, or disable the link anytime from the agent’s ”⋯” menu or the builder header.Clean Up Ticket Descriptions Without Summarizing
Description triage now has a Summarize description toggle, on by default. Leave it on and Neo keeps condensing the ticket body into a short summary as before. Turn it off to use the field for targeted cleanup instead — strip phishing-protection banners, hyperlinks, or email signatures with your custom instructions while keeping the original wording fully intact. With the toggle off and no custom instructions, Neo leaves the description untouched. Available for Autotask.Escalate Only If the Ticket Goes Untouched
Time-based ticket escalation can now watch for any update to the ticket, not just status or owner changes. Add the new Any Ticket Update option to an escalation action’s monitored fields, and Neo holds off escalating as long as the ticket keeps getting worked — any change that updates the ticket in your PSA resets the clock. Perfect for “escalate only if nobody has touched this in N minutes” safety nets. Works across all supported PSAs.Reschedule Existing Calendar Entries on Autotask
When Ticket Dispatch books time for a new ticket, Neo can now shift a technician’s existing movable appointments to make room — on Autotask as well as ConnectWise. Neo reads each Service Call’s status (e.g. Tentative vs Firm/Onsite) together with the new ticket’s priority to decide what may move, and never touches completed, canceled, or confirmed on-site work. Turn it on with the Allow moving existing scheduled entries option in your Ticket Dispatch calendar settings.
The Applications permission group has left “coming soon” — agents can now review app registrations, service principals, and OAuth consent grants in your customer tenants. App inventories, third-party app audits, and client-secret expiry checks work with read-only access right away. With read/write enabled, agents can also create dedicated app registrations and client secrets (for example, a send-only app for a notifications mailbox). Every write requires technician approval, Neo can only manage apps it created itself, and admin consent always stays a one-click action for your own admin. Creating apps in a customer tenant requires re-granting Neo access for that tenant first.Filter ConnectWise Tickets by Created Date
Workflow and backfill filters on ConnectWise now include a Date Entered (Created) field with a date picker — filter tickets created before or after a specific date instead of converting to “days since created”. The condition is applied inside ConnectWise itself, so matching counts stay fast and accurate even on large ticket sets. Autotask, Halo, and ServiceNow already expose their created-date fields, so every PSA now supports date-based filters.Share Agents with a Public Link
Show off the agents you’ve built — generate a public, read-only link to any agent or workflow and share it with peers or your community, no Neo login required. Anyone who opens it sees the agent’s instructions (and can copy the prompt), how it’s triggered, and the tools it uses, laid out just like the builder. You stay in control of what’s shown: credit your company by name, and choose whether to reveal filter values or internal recipient details. Create, copy, regenerate, or disable the link anytime from the agent’s ”⋯” menu or the builder header.Clean Up Ticket Descriptions Without Summarizing
Description triage now has a Summarize description toggle, on by default. Leave it on and Neo keeps condensing the ticket body into a short summary as before. Turn it off to use the field for targeted cleanup instead — strip phishing-protection banners, hyperlinks, or email signatures with your custom instructions while keeping the original wording fully intact. With the toggle off and no custom instructions, Neo leaves the description untouched. Available for Autotask.Escalate Only If the Ticket Goes Untouched
Time-based ticket escalation can now watch for any update to the ticket, not just status or owner changes. Add the new Any Ticket Update option to an escalation action’s monitored fields, and Neo holds off escalating as long as the ticket keeps getting worked — any change that updates the ticket in your PSA resets the clock. Perfect for “escalate only if nobody has touched this in N minutes” safety nets. Works across all supported PSAs.Reschedule Existing Calendar Entries on Autotask
When Ticket Dispatch books time for a new ticket, Neo can now shift a technician’s existing movable appointments to make room — on Autotask as well as ConnectWise. Neo reads each Service Call’s status (e.g. Tentative vs Firm/Onsite) together with the new ticket’s priority to decide what may move, and never touches completed, canceled, or confirmed on-site work. Turn it on with the Allow moving existing scheduled entries option in your Ticket Dispatch calendar settings.
On-Prem PowerShell for ConnectWise Asio MSPs
Agents can now dispatch on-prem PowerShell (Active Directory and Exchange) on devices managed by ConnectWise Asio RMM — the same way they already do on NinjaOne, N-Sight, N-Central, and CW Automate. The next scheduled RMM sync re-maps your existing devices to the right PSA company so hostname lookups resolve automatically; ask us to trigger a manual resync if you want to roll this out faster.
Agents can now dispatch on-prem PowerShell (Active Directory and Exchange) on devices managed by ConnectWise Asio RMM — the same way they already do on NinjaOne, N-Sight, N-Central, and CW Automate. The next scheduled RMM sync re-maps your existing devices to the right PSA company so hostname lookups resolve automatically; ask us to trigger a manual resync if you want to roll this out faster.
Auto Top-Up for Credits
Never have automations pause again when you hit your monthly credit limit. Turn on auto top-up in your dashboard Billing tab, and Neo will keep things running automatically — Starter customers get upgraded to Growth (one-time), and Growth or higher customers get a 5,000-credit pack ($750/month) added to their subscription. Off by default for all existing customers — opt in when you’re ready, and email your account manager anytime to remove a top-up pack.Subagent Fan-Out for Bulk Work
Agents can now split a workload into parallel slices — one subagent per cluster, per company, or per batch — and resume automatically when every slice is done. Each subagent runs its own agent loop in its own ephemeral sandbox, so independent work (SOP generation, per-tenant analysis, breadth-first audits) finishes in a fraction of the time it would take serially. Available on every agent — the agent decides when a job is a good fit for fanning out. Capped at 20 parallel subagents per dispatch to keep costs predictable.
Never have automations pause again when you hit your monthly credit limit. Turn on auto top-up in your dashboard Billing tab, and Neo will keep things running automatically — Starter customers get upgraded to Growth (one-time), and Growth or higher customers get a 5,000-credit pack ($750/month) added to their subscription. Off by default for all existing customers — opt in when you’re ready, and email your account manager anytime to remove a top-up pack.Subagent Fan-Out for Bulk Work
Agents can now split a workload into parallel slices — one subagent per cluster, per company, or per batch — and resume automatically when every slice is done. Each subagent runs its own agent loop in its own ephemeral sandbox, so independent work (SOP generation, per-tenant analysis, breadth-first audits) finishes in a fraction of the time it would take serially. Available on every agent — the agent decides when a job is a good fit for fanning out. Capped at 20 parallel subagents per dispatch to keep costs predictable.
Rate Assistant Replies in Chat
Every assistant reply in a chat agent now has thumbs-up / thumbs-down buttons. Thumbs-up records a positive rating instantly; thumbs-down opens a quick form to pick a reason (e.g. Incorrect or incomplete, Style or tone, Safety or legal concern) and leave a short note. Ratings roll up on a new Chat feedback tab on the Feedback page — click a row to open the full conversation with the rated message highlighted, so you can see exactly what prompted the feedback. The page also got a full visual refresh.Web Fetch for Agents
Agents can now fetch and read pages from a curated set of public documentation hosts — Neo’s own docs, Microsoft Learn, and the major PSA / RMM / documentation vendor sites. HTML pages are converted to clean Markdown automatically so the agent gets only the content. Pre-enabled on the Neo Support Agent so it can answer “how do I configure X in Neo” by reading the live docs; opt-in elsewhere via a new Web Fetch tool you add to any agent’s toolbox. Per-agent settings let you extend the allowlist with your own runbook or KB hosts.Image Attachments in ServiceNow Tickets
Agents on ServiceNow now read image attachments on incidents — screenshots, error screens, asset photos — when generating AI summaries and making dispatch decisions. Inline images referenced in note text are resolved by sys_id, and any image attached to the incident is included in the ticket context. Available automatically for all ServiceNow tenants.Real Previews When Agents Run in Test Mode
Agents that use the sandbox (e.g. report builders, SOP writers, cross-client analyzers) now produce a real preview when run in test mode — they query Elastic, ITGlue, and the PSA, and write draft outputs to the test summary so you can see exactly what the agent would do. Writes that would touch your tenant’s data still return a clear
ServiceNow tenants can now build workflows that fire when a customer replies on a ticket or when a technician posts a customer-visible comment — the same Customer Replied and Technician Replied to Customer triggers that already work on ConnectWise, Autotask, and Halo. Internal work notes stay internal and don’t trigger any agent. Existing tenants pick up the new behavior on their next reconnect.ServiceNow Now Covers Every Ticket Type
Agents now work with every task-family record in ServiceNow, not just incidents — requests, request items, catalog tasks, change requests, and problems all flow through Neo with the same triage, notes, time-entry, and state-transition capabilities. Workflow triggers can be scoped to specific types via the new Ticket Type filter in the rules-builder (e.g., “fire on incidents and changes only”). The webhook Business Rule now lives on the parent
Agents on ServiceNow can now update time entry fields — note, hours, billable flag, and category. Useful for time QA workflows that correct duration, rewrite notes, or flag billable work after the fact. Available automatically for all ServiceNow tenants; the billable flag and category fields apply to tenants that have added the corresponding columns on
Agents on ServiceNow can now look up CMDB configuration items the same way they do on ConnectWise, Autotask, and Halo — by assigned user, name, serial number, or parent CI. This lets workflows tie tickets to the right device when running remediations or pulling asset context. Available automatically for all ServiceNow tenants. Update Ticket Fields for ServiceNow
Agents on ServiceNow can now update ticket fields the same way they do on ConnectWise, Autotask, and Halo — status, priority, urgency, impact, assignment group, category, subcategory, CMDB CI, short description, description, resolution code, and close notes. Configure which fields agents may update under the Update Ticket Fields tool settings, and Neo handles the rest, including looking up the right sys_id or choice code before writing. Resolution code and close notes can be set alongside a state change so the agent satisfies ServiceNow’s stock “close info required when resolved or closed” data policy in one update. Available automatically for all ServiceNow tenants.Merge Tickets for ServiceNow
Agents on ServiceNow can now merge duplicate incidents — the duplicate is flagged as
Agents on ServiceNow can now create new sys_user records and deactivate existing ones — useful for new-hire onboarding and offboarding workflows where the contact lifecycle should mirror the user’s status in your directory. Deactivation flips the
Agents on ServiceNow can now log time on incidents and other task records — writing a
Chat sessions in the Neo Support widget and the full Chat page now get a short descriptive title generated from your first message — no more walls of “Untitled” in the sidebar. The title appears within about a second of sending, usually before the assistant has finished its first reply, and you can still rename any session manually at any time.
Every assistant reply in a chat agent now has thumbs-up / thumbs-down buttons. Thumbs-up records a positive rating instantly; thumbs-down opens a quick form to pick a reason (e.g. Incorrect or incomplete, Style or tone, Safety or legal concern) and leave a short note. Ratings roll up on a new Chat feedback tab on the Feedback page — click a row to open the full conversation with the rated message highlighted, so you can see exactly what prompted the feedback. The page also got a full visual refresh.Web Fetch for Agents
Agents can now fetch and read pages from a curated set of public documentation hosts — Neo’s own docs, Microsoft Learn, and the major PSA / RMM / documentation vendor sites. HTML pages are converted to clean Markdown automatically so the agent gets only the content. Pre-enabled on the Neo Support Agent so it can answer “how do I configure X in Neo” by reading the live docs; opt-in elsewhere via a new Web Fetch tool you add to any agent’s toolbox. Per-agent settings let you extend the allowlist with your own runbook or KB hosts.Image Attachments in ServiceNow Tickets
Agents on ServiceNow now read image attachments on incidents — screenshots, error screens, asset photos — when generating AI summaries and making dispatch decisions. Inline images referenced in note text are resolved by sys_id, and any image attached to the incident is included in the ticket context. Available automatically for all ServiceNow tenants.Real Previews When Agents Run in Test Mode
Agents that use the sandbox (e.g. report builders, SOP writers, cross-client analyzers) now produce a real preview when run in test mode — they query Elastic, ITGlue, and the PSA, and write draft outputs to the test summary so you can see exactly what the agent would do. Writes that would touch your tenant’s data still return a clear
[TEST MODE] blocked response, and MS Graph plus Exchange stay fully stubbed, so test runs remain safe. Available automatically for all agentic workflows.Workflows Triggered by ServiceNow CommentsServiceNow tenants can now build workflows that fire when a customer replies on a ticket or when a technician posts a customer-visible comment — the same Customer Replied and Technician Replied to Customer triggers that already work on ConnectWise, Autotask, and Halo. Internal work notes stay internal and don’t trigger any agent. Existing tenants pick up the new behavior on their next reconnect.ServiceNow Now Covers Every Ticket Type
Agents now work with every task-family record in ServiceNow, not just incidents — requests, request items, catalog tasks, change requests, and problems all flow through Neo with the same triage, notes, time-entry, and state-transition capabilities. Workflow triggers can be scoped to specific types via the new Ticket Type filter in the rules-builder (e.g., “fire on incidents and changes only”). The webhook Business Rule now lives on the parent
task table, so non-incident events reach Neo in real time. Existing tenants get the upgrade on their next reconnect.Update Time Entry Fields for ServiceNowAgents on ServiceNow can now update time entry fields — note, hours, billable flag, and category. Useful for time QA workflows that correct duration, rewrite notes, or flag billable work after the fact. Available automatically for all ServiceNow tenants; the billable flag and category fields apply to tenants that have added the corresponding columns on
task_time_worked.
Find Configurations for ServiceNowAgents on ServiceNow can now look up CMDB configuration items the same way they do on ConnectWise, Autotask, and Halo — by assigned user, name, serial number, or parent CI. This lets workflows tie tickets to the right device when running remediations or pulling asset context. Available automatically for all ServiceNow tenants. Update Ticket Fields for ServiceNow
Agents on ServiceNow can now update ticket fields the same way they do on ConnectWise, Autotask, and Halo — status, priority, urgency, impact, assignment group, category, subcategory, CMDB CI, short description, description, resolution code, and close notes. Configure which fields agents may update under the Update Ticket Fields tool settings, and Neo handles the rest, including looking up the right sys_id or choice code before writing. Resolution code and close notes can be set alongside a state change so the agent satisfies ServiceNow’s stock “close info required when resolved or closed” data policy in one update. Available automatically for all ServiceNow tenants.Merge Tickets for ServiceNow
Agents on ServiceNow can now merge duplicate incidents — the duplicate is flagged as
parent_incident of the surviving incident, marked Canceled, and labeled with close_code = Duplicate so reporting still surfaces the relationship. Only incidents support merge today (other task subclasses don’t have the parent_incident field); the agent returns a clear error for non-incidents. Available automatically for all ServiceNow tenants.Create and Deactivate Contacts for ServiceNowAgents on ServiceNow can now create new sys_user records and deactivate existing ones — useful for new-hire onboarding and offboarding workflows where the contact lifecycle should mirror the user’s status in your directory. Deactivation flips the
active flag rather than deleting the record, so historical tickets and time entries stay linked. Available automatically for all ServiceNow tenants.Add Time Entry for ServiceNowAgents on ServiceNow can now log time on incidents and other task records — writing a
task_time_worked row keyed to the configured Neo resource. The same tool optionally sends a customer-facing reply and powers the Agents Performance dashboard’s saved-time analytics. Non-billable entries map to a u_is_billable=false column for tenants that have added it (others see a no-op). Available automatically for all ServiceNow tenants.Auto-Named Chat SessionsChat sessions in the Neo Support widget and the full Chat page now get a short descriptive title generated from your first message — no more walls of “Untitled” in the sidebar. The title appears within about a second of sending, usually before the assistant has finished its first reply, and you can still rename any session manually at any time.
Schedule License Changes at Renewal
Purchase License and Cancel License tools can now defer seat changes to the subscription’s next renewal date instead of applying immediately. Useful for renewal-day workflows and for downsizes that fall outside Microsoft NCE’s 7-day window. Supported via API on Ingram Micro and Microsoft Partner Center; for Pax8, D&H, and Sherweb, the agent will suggest scheduling the workflow itself to run on renewal day. Agents can also align the renewal date to the end of the calendar month or to the existing subscription anniversary on Ingram Micro.
Purchase License and Cancel License tools can now defer seat changes to the subscription’s next renewal date instead of applying immediately. Useful for renewal-day workflows and for downsizes that fall outside Microsoft NCE’s 7-day window. Supported via API on Ingram Micro and Microsoft Partner Center; for Pax8, D&H, and Sherweb, the agent will suggest scheduling the workflow itself to run on renewal day. Agents can also align the renewal date to the end of the calendar month or to the existing subscription anniversary on Ingram Micro.
Redesigned Template Picker
A cleaner Create from template dialog — every workflow and agent now has a plain-English name, a one-line tagline, and a scope meter showing how much it handles end-to-end. Integration requirements are grouped by category so you can satisfy them with any vendor that fits (e.g. Hudu or IT Glue, NinjaOne or Datto), and the picker auto-collapses to the integrations your tenant already uses instead of listing alternatives that don’t apply.
A cleaner Create from template dialog — every workflow and agent now has a plain-English name, a one-line tagline, and a scope meter showing how much it handles end-to-end. Integration requirements are grouped by category so you can satisfy them with any vendor that fits (e.g. Hudu or IT Glue, NinjaOne or Datto), and the picker auto-collapses to the integrations your tenant already uses instead of listing alternatives that don’t apply.
Full API Coverage for ConnectWise Asio
Agents now have access to the full ConnectWise Asio v2.5.7 API — tickets and notes, companies and sites, contacts, custom fields, policies, patching, incidents, alerts, backup dashboard, network devices, and mappings. Fourteen permission groups let you control exactly what agents can read and write, with write access opt-in per area. Existing integrations keep their current access until you enable the new groups in Agent Settings.
Agents now have access to the full ConnectWise Asio v2.5.7 API — tickets and notes, companies and sites, contacts, custom fields, policies, patching, incidents, alerts, backup dashboard, network devices, and mappings. Fourteen permission groups let you control exactly what agents can read and write, with write access opt-in per area. Existing integrations keep their current access until you enable the new groups in Agent Settings.
Full API Coverage for N-sight RMM
Agents now have access to the N-sight RMM Data Extraction API — clients, devices, asset details, software inventory, monitoring checks, and scheduled task execution. Permission groups let you control exactly what agents can read and run, with automatic technician approval enforcement for task execution. Available for all PSA types.Full API Coverage for N-Central RMM
Agents now have access to the N-able N-central REST API — service orgs and customers, devices and custom properties, hardware and software inventory, active issues, and scheduled tasks including ad-hoc script execution. Five permission groups let you control exactly what agents can read and run, with automatic technician approval enforcement for any script execution. Available for all PSA types.
Agents now have access to the N-sight RMM Data Extraction API — clients, devices, asset details, software inventory, monitoring checks, and scheduled task execution. Permission groups let you control exactly what agents can read and run, with automatic technician approval enforcement for task execution. Available for all PSA types.Full API Coverage for N-Central RMM
Agents now have access to the N-able N-central REST API — service orgs and customers, devices and custom properties, hardware and software inventory, active issues, and scheduled tasks including ad-hoc script execution. Five permission groups let you control exactly what agents can read and run, with automatic technician approval enforcement for any script execution. Available for all PSA types.
Full API Coverage for DattoRMM
Agents now have access to the full DattoRMM API — devices, sites, alerts, jobs, components, and audit data. Permission groups let you control exactly what agents can read and write, with automatic technician approval enforcement for job execution. Available for all PSA types.
Agents now have access to the full DattoRMM API — devices, sites, alerts, jobs, components, and audit data. Permission groups let you control exactly what agents can read and write, with automatic technician approval enforcement for job execution. Available for all PSA types.