> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# IT Glue

> Connect IT Glue to Neo for automatic documentation sync and full API access

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](/agents/tools/documentation/itglue-api).

<Frame>
  <img src="https://mintcdn.com/neoagent/II3LhrG0jSWrzim4/images/itglue/neo-docs-onboarding.png?fit=max&auto=format&n=II3LhrG0jSWrzim4&q=85&s=1942f9e3ec331ac37ff5f979489db9c1" alt="ITGlue API integration in Neo" width="2856" height="1002" data-path="images/itglue/neo-docs-onboarding.png" />
</Frame>

## Setup

<Steps>
  <Step title="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:

    * [IT Glue: API Documentation](https://api.itglue.com/developer/)
  </Step>

  <Step title="Connect IT Glue API in Neo Dashboard">
    1. Go to **Integrations** → **Documentation** tab.
    2. Click **Add Integration** and select **ITGlue API**.

    <Frame>
      <img src="https://mintcdn.com/neoagent/L6dh5Smh-P-2ObOH/images/itglue/neo-select-itglue-api.png?fit=max&auto=format&n=L6dh5Smh-P-2ObOH&q=85&s=b97c68ee4ab6d3d40784d90214fb6211" alt="Select ITGlue API integration" width="1274" height="768" data-path="images/itglue/neo-select-itglue-api.png" />
    </Frame>

    3. Enter your IT Glue API key.

    <Frame>
      <img src="https://mintcdn.com/neoagent/L6dh5Smh-P-2ObOH/images/itglue/neo-iglue-api-onboarding.png?fit=max&auto=format&n=L6dh5Smh-P-2ObOH&q=85&s=ac22190f33018cd8986448326cee240c" alt="ITGlue API onboarding form" width="2338" height="1280" data-path="images/itglue/neo-iglue-api-onboarding.png" />
    </Frame>
  </Step>
</Steps>

## What Gets Synced

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

| Content Type        | Status                             |
| ------------------- | ---------------------------------- |
| **Documents**       | Synced                             |
| **Flexible Assets** | Synced                             |
| **Configurations**  | Synced                             |
| **Organizations**   | Synced (for document organization) |

## 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:

| Setting                                    | What internal agents see                                                                                                                                 |
| ------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Exclude restricted documents** (default) | Restricted documents and flexible assets never reach an internal agent — not through documentation search and not through the raw IT Glue API tool.      |
| **Include restricted documents**           | Restricted documents and flexible assets are available to your internal agents, marked confidential — the pre-existing behavior, for teams that want it. |

<Info>
  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](/product/rbac#chat-agent-access).
</Info>

<Note>
  **End-user (client-facing) agents never see restricted documents**, regardless of this setting — they are always excluded from anything served to your clients.
</Note>

## 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](/agents/tools/documentation/itglue-api) with configurable access levels and technician approval requirements.

<Info>
  See the [ITGlue API tool documentation](/agents/tools/documentation/itglue-api) for permission groups, access profiles, and safety controls.
</Info>

## 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](#restricted-documents))
* All data encrypted in transit and at rest