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The free Insights report reads a sample of your recent tickets, classifies them, and shows you what your service desk could automate. It needs far less access than a full Neo Agent connection: view-only access to the Service Desk module, nothing else.

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What Neo reads — and what it never does

For the report, Neo makes only these read-only calls:
  • Tickets/query — the list of recent tickets (title, description, status, queue, dates)
  • TicketNotes/query — ticket notes, for better summaries
  • Tickets/entityInformation/fields — the field-label definitions (so status and queue IDs render as names)
Neo does not read time entries, contacts, companies, contracts, configuration items, or billing data, and it does not write anything — no webhooks, no notes, no ticket changes. When your report is ready (or if the run fails), the credentials are automatically purged from our vault and the temporary workspace is disabled. If you later start a trial, you will set up a separate connection with its own credentials.

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Creating the read-only API user

1

Create a minimal security level

Go to Admin → Account Settings & Users → Resources/Users (HR) → Security Levels and copy the built-in API User (system) level. Open the copy and name it “Neo Report (Read Only)”.Then strip the copy down:
  • Click No Permission on every section except Service Desk and Web Services API: Contracts, CRM, Inventory, Workforce Management, Projects, Documents & Knowledge Base, Timesheets, Reports, Admin, and Other.
  • In Service Desk, set Tickets → View to All. Set every other dropdown in the grid (Add, Edit, Delete — for Tickets, Ticket Notes, Service Calls, Charges and Expenses) to No or None, and untick all the extra permission checkboxes below the grid.
  • In Web Services API, keep Can login to Web Services API ticked — without it the API user cannot authenticate.
2

Create the API user

Go to Admin → Account Settings & Users → Resources/Users (HR) → Resources/Users and add a new API user:
  • License Type: API User (does not consume a regular license)
  • Security Level: Neo Report (Read Only)
  • API Tracking Identifier: choose Custom (Internal Integration), give it a name such as Neo Free Report, and note the generated identifier
Generate the key (username) and secret for the user and copy both.
3

Enter the details in the report form

Back in the report form, enter:
  • API user name — the key you generated, for example abc12defg3@yourcompany.com
  • API secret — the secret for the user
  • Tracking identifier — the API tracking identifier from the user screen
Neo checks the connection immediately and tells you on the spot if anything is missing.
Prefer to deactivate the API user yourself afterwards? That works too — the report needs the credentials only for the few minutes the analysis runs.