Skip to main content
Neo Agent integrates with IT Glue for automatic documentation sync and full read/write API access to IT Glue resources via the ITGlue API tool.
ITGlue API integration in Neo

​
Setup

1

Generate IT Glue API credentials

  1. In IT Glue, go to Account → Settings → API Keys.
  2. Click Generate API Key.
  3. Copy the API key.
Useful references:
2

Connect IT Glue API in Neo Dashboard

  1. Go to Integrations → Documentation tab.
  2. Click Add Integration and select ITGlue API.
Select ITGlue API integration
  1. Enter your IT Glue API key.
ITGlue API onboarding form

​
What Gets Synced

Once connected, Neo syncs the following daily for search during ticket resolution:

​
Restricted documents

IT Glue lets you mark a document or folder as Restricted access. By default, Neo honors that restriction — its internal (technician-facing) agents won’t surface those documents, so a technician can’t read through Neo what they can’t open in IT Glue. (The IT Glue API itself returns restricted documents to Neo regardless — a single API key sees everything, and IT Glue’s per-user permissions aren’t exposed to the API — so Neo enforces the restriction on its side.) You can change this from the IT Glue integration:
This is an all-or-nothing tenant choice, not per-technician enforcement — Neo can’t reconstruct who a document is restricted to, only that it is. If you want a trusted subset of staff to keep using restricted docs through Neo, switch to Include and instead limit who can message the agent via Chat Agent Access.
End-user (client-facing) agents never see restricted documents, regardless of this setting — they are always excluded from anything served to your clients.

​
ITGlue API Tool

Beyond sync, agents can interact with the full IT Glue API in real time — reading, creating, updating, and deleting documents, flexible assets, configurations, contacts, organizations, and passwords. Access is controlled through 7 permission groups with configurable access levels and technician approval requirements.
See the ITGlue API tool documentation for permission groups, access profiles, and safety controls.

​
Security

  • Permission-based access control across 7 resource categories
  • Technician-in-the-Loop for write operations on sensitive resources
  • Password writes always require technician approval, regardless of settings
  • Organization deletion always blocked
  • Restricted documents can be withheld from internal agents, and are always withheld from end-user agents (see Restricted documents)
  • All data encrypted in transit and at rest