Building Your First Agent
Watch this 5-min walkthrough of building agents in Neo Agent:What Agents Can Do
Agents combine AI understanding with real-world actions. When a ticket comes in, an agent can:- Analyze the problem using past tickets, documentation, and web knowledge
- Communicate with end users to gather information or provide updates
- Take Action in your PSA, RMM, or Microsoft 365 environment
- Request Approval from technicians before sensitive operations
How Agents Work
1
Receive Context
When a workflow triggers, the agent receives the ticket details, company information, and any custom instructions you’ve configured.
2
Analyze & Plan
The agent analyzes the situation, searches for relevant information, and determines the best course of action based on your instructions.
3
Use Tools
The agent selects and uses the appropriate tools to accomplish the task—whether that’s searching documentation, updating a ticket, or communicating with a user.
4
Report Results
After completing its work, the agent provides a detailed log of actions taken, along with any relevant outputs or recommendations.
Agent Tools
Tools are the capabilities you enable for your agents. Each tool allows the agent to perform specific actions:| Category | What It Does |
|---|---|
| Resolution | Analyze issues and execute RMM scripts to fix problems |
| Management | Update tickets, add time entries, manage PSA data |
| Communication | Send messages to end users and internal teams |
| Search | Find documentation, similar tickets, and web resources |
| Microsoft 365 | Manage users, licenses, groups, and mailboxes |
| Approvals | Request human approval before sensitive actions |
Tools are configured per-workflow. You choose which tools an agent can use and customize their settings to match your processes.
Credit Tiers
Tools are organized into credit tiers based on their complexity:| Tier | Credits | Examples |
|---|---|---|
| Basic | 1 | Trigger Another Workflow |
| Standard | 2 | Update ticket fields, Add Internal Ticket Note, Find PSA Contacts |
| Advanced | 3 | Suggest Resolution, Send Message to Ticket Contact, Execute RMM script, Microsoft 365 tools |
- Every Agent execution consumes credits
- The total credits for that execution equal the highest tier of any enabled Tool
- The agent can use enabled Tools unlimited times during that execution at no extra cost
Best Practices
Start with test mode on
Start with test mode on
When test mode is on, the agent will not take any actions that have side effects (i.e updating tickets, creating time entries, etc.). Monitor agent decisions closely when first deployed to ensure quality.
Use technician-in-the-loop
Use technician-in-the-loop
For sensitive operations, start with Technician-in-the-Loop enabled. This gives you oversight while still benefiting from AI-powered analysis.
Write clear custom instructions
Write clear custom instructions
The better your instructions, the better the agent performs. Be specific about your processes, preferences, and edge cases. Iterate based on feedback to refine the agent’s behavior.