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When a ticket has an image attached — a screenshot, an error screen, a photo of a device, a capture of a spreadsheet — Neo reads the image and reasons over what’s in it. You don’t need to OCR it first or ask the sender to retype the data: Neo sees the content of the picture as part of the ticket.

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How it works

Neo automatically detects image attachments on a ticket and runs each one through a vision model. The model produces a description of what the image contains, and that description is added to the ticket context the agent works from. From there it’s treated like any other ticket content — the agent can pull a figure off a spreadsheet screenshot, read an error message from a screen capture, or factor a photo into its diagnosis and dispatch decision. This is built in, not a tool you enable. There’s no “read image” or “OCR” entry in the agent’s tool list and nothing to configure — image reading happens as part of loading the ticket, so any agent that reads the full ticket gets the image content automatically. (Because it isn’t a tool, you won’t find it on the Tools Overview page — it’s a capability of how Neo reads tickets.)

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What’s supported

WhereImage attachments on PSA tickets — ConnectWise, Autotask, Halo, and ServiceNow. Both images attached to the ticket (or to its notes / time entries) and images referenced inline in note text are picked up.
FormatsStandard screenshot / photo formats: PNG and JPEG.
SizeUp to roughly 15 MB per image. Larger images are automatically compressed to fit; anything that still can’t be processed is skipped with a note in the ticket context rather than silently dropped.
SetupNone. It’s automatic for every agent that reads tickets — no toggle, no add-on.

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Good to know

  • Neo reads the picture’s content, not a guaranteed pixel-perfect transcription. For a spreadsheet screenshot Neo will read the visible figures and labels; for a very dense or low-resolution capture, exporting the underlying data (e.g. a CSV) is still the most reliable way to get every value across.
  • Non-image documents (PDFs, Office files) are handled by Neo’s document tooling, not the image reader — this capability is specifically for raster images (PNG / JPEG).
  • It’s about images on tickets. This is the supported path for “someone sent in a screenshot”: attach it to the ticket and Neo reads it. Image content pasted into other surfaces isn’t read the same way — keep the image on the ticket so the agent can act on it.