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Technician-in-the-Loop (TIL) pauses Neo before risky actions—sending emails, running scripts, editing PSA records—and waits for a technician to approve, reject, or comment. Every decision is logged on the ticket.
Approval card showing ticket context and Approve / Reject buttons

Approval card in Teams / Neo Inbox

Comment box with Re-submit and Approve with comment buttons

Feedback view after clicking Provide Feedback

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Quick setup

  1. Add approvers – Enable the Request Technician-in-the-Loop tool and pick who receives cards.
  2. Flag tools – Toggle Require technician approval on sensitive tools (Send Message, Execute RMM Script, etc.).

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What happens next

  • Approve – Neo immediately executes the action.
  • Reject – The workflow stops and logs the rejection.
  • Provide Feedback – Opens a comment box with two options:
    • Re-submit for Approval – Neo incorporates your comment and retries; you review the updated attempt.
    • Approve with Edits – Neo incorporates your comment and executes the action immediately.
Approval cards show the ticket number you recognise (e.g. T20260319.0091), not an internal id.

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Approvals in the dashboard

Beyond the Teams card and Neo Inbox, the dashboard has a dedicated Approvals page that lists every request waiting on a decision, so you can act on them in one place instead of hunting through chats.
  • Pending / Resolved / All tabs, with the agent, ticket, and request detail for each.
  • Approve or Reject inline, with an optional note (a note on an approval is recorded as a comment, the same as Approve with Edits).
  • Who sees what – Technicians see the requests they’re an eligible approver on; admins see every request for the team, including who is eligible to approve each one.
Decisions made here resolve the request everywhere — the Teams card updates and the agent resumes — exactly as if you’d clicked the card.