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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.

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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.
  1. Enter your IT Glue API key.
3

Answer the general-documentation question

Under General documentation, tell Neo how your IT Glue organizations are laid out. The choice is required — you cannot connect without it.Names must match the organization name in IT Glue exactly. Press Enter after each one.
Typical general organizations are named General, Internal, MSP or Vendors — anything holding shared runbooks, internal knowledge bases and vendor guides.
You can change the answer later: Integrations → IT Glue → edit the connection.
Shared documentation is an explicit choice. A document is shared across companies only if it sits in an organization you named here. Neo never infers it — which is why the question is asked outright rather than left as an optional field.

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What Gets Synced

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

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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.

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Troubleshooting the connection

If saving the integration fails, the error message tells you which of the two causes applies — they have opposite fixes, so read it before changing anything.
IT Glue refused the key itself. Allowlisting an IP address will not help.
  • Confirm the key is still listed and enabled under Account → Settings → API Keys in IT Glue.
  • Re-copy the key — a truncated paste or a trailing space is the usual cause.
  • Check the API URL matches the region your IT Glue account is hosted in. A key issued for the EU or Australia data centre is not valid against the Global URL:
IT Glue blocked Neo at the edge, so the request never reached your account. Your API key is not the problem — re-entering it will not help.This is almost always IT Glue’s own IP Access Control. In IT Glue, go to Account → Settings → IP Access Control. If it is set to Allow specific IP addresses, add Neo Agent’s IP addresses to the list.
Add all of Neo’s IP addresses, not just one. Connecting the integration and running the daily sync happen from different Neo services with different outbound IPs, so a partial allowlist produces an integration that connects successfully and then fails to sync.

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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.
The Neo Support Agent is narrower than this. Granting someone IT Glue under AI chat data access gives that person’s chat read-only access to every group on this page except Passwords, for anyone, admins included, with restricted documents excluded by default per the setting above. A Password-kind field on a flexible asset layout belongs to that asset, so it still comes back with it. The 7 groups apply in full to agents you build yourself.

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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