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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 in Teams / Neo Inbox

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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Where approval can be required

There are three separate places approval gets switched on, and they differ in how wide they reach:
A permission group is the smallest unit the integration toggle can set — there is no create-only or close-only setting. The Tickets group covers creating a ticket, updating its fields, changing its status and closing it. So turning approval on to review new tickets also means the agent must be approved to close one.This matters most for an agent whose last step is a ticket write. If the approval you grant describes creating tickets and sending notifications, it does not cover the close at the end of the run — that step stops and waits, and the run finishes without it. Either approve the closing step too, or put the narrower rule in the agent’s instructions and leave the group flag off.
If an agent quietly stops doing its final step some days after you changed a setting, check the agent’s version history for a permission change around that date.

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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.
  • Queue at a glance – header cards show how many requests are waiting on a decision, how many were resolved in the last 7 days, and the median time a request waits for its decision.
  • 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).
  • Bulk decisions – Select individual pending requests or all loaded pending requests, then approve or reject up to 50 at once. Review the confirmation summary and optionally apply the same note to every selected request.
  • 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.

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Dispatch approval modes

The Ticket Dispatch action has its own human-in-the-loop setting with three modes — dispatch autonomously, ask before every assignment, or ask only when Neo hits a genuine dilemma (an SLA it can’t meet, a needed double-booking, conflicting instructions). Dispatch questions come with concrete options to pick from, or you can tell Neo what to do in your own words. See Human in the loop on Ticket Dispatch.