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Alternative Method - This manual approach is available if you don’t have IT Glue API access. For most users, we recommend the API Integration for automatic syncing with zero maintenance.
ITGlue integration example
Neo Agent integrates with IT Glue to leverage your existing documentation for faster ticket resolution and richer context. You connect once, upload your exported runbooks, and Neo makes those docs searchable and available right inside your workflows.
You’ll need to manually re-upload runbook exports regularly (weekly or monthly) to keep Neo’s documentation current. Consider upgrading to the API Integration for automatic syncing.
1

Export runbooks from IT Glue

  1. In IT Glue, create Runbooks for all of your clients.
  2. When creating Runbooks, include all organizations or use the “All Organizations” toggle.
  3. Enable the “Mask Passwords” option.
Runbooks are the most complete export format for Neo. They include the structure and content Neo needs to parse and keep your documentation useful.
Avoid the general account export. It doesn’t contain the right structure for Neo and will produce limited results.
Useful references:
2

Set up IT Glue in the Neo Dashboard

  1. Go to the Integrations page in your Neo Dashboard.
  2. Open the Documentation tab.
  3. Add the IT Glue integration.
This creates a secure storage location for your latest runbook export so Neo can parse it and keep it in sync.
3

Upload your runbook ZIP

  1. Click “Upload new Runbook”.
  2. Select the ZIP file generated by IT Glue.
IT Glue does not provide API access to Runbooks. Re-upload weekly or monthly based on how often your documentation changes so Neo stays accurate.
4

Mark companies with general documentation (optional)

Some companies in IT Glue contain content that applies to all clients (for example, “Internal”, “General”, or “MSP Documentation”).
  1. In the IT Glue integration settings, find “Company Names for General Documentation”.
  2. Enter the exact company names that hold general docs.
  3. Neo will make these docs available across all clients instead of limiting them to a single client.
5

Understand sync behavior

After you upload the ZIP:
  • Neo downloads the latest file, unpacks it, and processes the PDFs.
  • Titles, paths, and text are extracted and indexed in Neo’s vector database.
  • Docs become searchable for actions and workflows.
You’re set. After the first upload, just keep the runbook current on a regular cadence.