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You connect most vendors once, with your partner or MSP key, and Neo reaches every customer through it. A customer who licenses a vendor directly has a key for its own account only, which your partner key cannot reach. Add that key for the customer, and Neo uses it on that customer’s tickets. A vendor takes a customer’s own key when its tile shows Add a customer’s own key.

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Add a customer’s own key

  1. Open Integrations and open the vendor’s tile.
  2. Click Add a customer’s own key.
  3. Pick the customer, then enter the key exactly as you would for your own connection, and save.
The customer’s key shows as its own card on the tile, named after the customer. Edit or disconnect it there. Disconnecting it leaves your partner key and every other customer’s key in place.

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Which key Neo uses

On a ticket, Neo uses the ticket customer’s own key when it has one, and your partner key when it does not. It never uses one customer’s key on another customer’s ticket, and never mixes two keys in one call. A customer with no key of its own, while you have no partner key, gets a clear refusal on its tickets. An agent run with no ticket, such as a chat, names the customer it works for. Neo then uses that customer’s own key when it has one, and your partner key when it does not. A run that works for no single customer uses your partner key.

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Through the API

GET /public-api/integrations/<name> lists the customers with their own key in customers_with_own_credentials, as PSA company ids. Keys are added only on the dashboard. See the API introduction.