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You connect Pia once at the MSP level, with the address of your Pia portal and the secret of a Pia API app.

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1. Create an API app in Pia

1

Open Manage API Apps

Sign in to your Pia portal as an administrator, open Users, and click Manage API Apps.
2

Create the app

Click New App and name it “Neo”. Pia’s audit logs show this name for every action Neo takes.
3

Pick the scopes

Pick the scopes for what you want agents to do:You can change the scopes later on the same screen. A call whose scope the app lacks is refused, and the agent tells the technician which one.
4

Copy the App Secret

Save the app and copy the App Secret. Pia shows it once; regenerate it if you lose it.

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2. Add Pia in Neo

1

Open Integrations

Open Integrations → Pia in the Neo Dashboard. The card is under Other.
2

Save the connection

Enter the Tenant URL, the address you open your Pia portal at (for example https://yourcompany.pia.ai), paste the App Secret and click Save. Neo checks the secret with Pia before it saves, so a wrong secret is rejected straight away.

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3. Turn Pia on per agent

Open the agent from Agents, go to the Integrations section, and configure the Pia block. To run automations on tickets, set Automations to Read / Write; the Helpdesk profile asks a technician before each run, and IT Admin runs them on its own. The agent reads the ticket and writes the result through your PSA, so its PSA ticket permissions stay on. See Pia API for what each profile does.