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When Neo Agent “replies to the end user” on a ticket, it does not send email directly. It writes a note or a time entry to your PSA, and your PSA decides whether that becomes a customer email. Whether the end user actually receives anything depends entirely on how the channel is configured for your PSA. The separate Send Email tool is the exception: it sends from Neo’s own mailbox and bypasses the PSA entirely. This page explains the model. For the PSA-specific setup steps, see the Autotask and ConnectWise deep dives: Autotask, ConnectWise.

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How Neo reaches the end user

Neo has two PSA-side channels for end-user communication:
  • Client-facing note — a note on the ticket that is meant for the end user. Your PSA may deliver it as an email to the ticket contact.
  • Time entry — a logged time entry. Some MSPs configure their PSA to email the ticket contact whenever a time entry is added, which makes the time entry itself a client-facing channel.
Both also have an internal-only counterpart — an internal note — that is never sent to the end user.
Configured by permission group, not by a tool. Neo’s communication capabilities are turned on by granting the relevant permission group on the PSA integration — on the workflow’s Integrations tab — not by adding a tool to the toolbox. The standalone Add Client-Facing Ticket Note and Add Time Entry tools are deprecated: the same capability is now driven by the client-facing notes group and the Time Entries group on the PSA API integration. The group names differ per PSA — the table below gives each one.
If a client-facing channel is not enabled, Neo can still draft a message — but it is not delivered. The run result says so explicitly (for example, “the end-user message was NOT sent because client-facing notes are disabled for this PSA”), and Neo records the content on an internal note instead. The internal-notes group works the same way in reverse: set it to Read-only or Disabled and an agent also leaves the internal note off a time entry, which is still logged either way. Details, including which PSAs give a time entry its own private note field: Add Time Entry. A ticket with no contact has no recipient, so neither channel delivers a message on it — a client-facing note is refused, and a time entry’s customer message is left off the entry. This holds however the channels are configured, because there is nobody to write to. A ticket one of your own engineers raised is usually this shape. Neo records what it would have said on an internal note and states in the run summary that nothing was delivered; the time entry is still logged.

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By PSA

Autotask has two possible client-facing channels — ticket notes and time entries — and email delivery is driven by an Autotask Workflow rule. Depending on how your team already notifies contacts, you may also need a User-Defined Field (UDF) so that only Neo’s communications trigger emails.Grant the Ticket Notes (Client-Facing) permission group (for ticket-note delivery) and/or the Time Entries permission group (for time-entry delivery) on the Autotask PSA integration.Full setup steps, scenarios, and the UDF workaround: Configuring End-User Email Notifications.

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Troubleshooting

This is expected when the client-facing channel is disabled. Neo drafted a message, but your PSA’s client-facing notes group is not enabled (or is read-only) on the PSA integration, so the message was not sent — it was recorded on an internal note instead. Enable the permission group to let Neo communicate with end users.
The permission group only lets Neo write the note or time entry. Your PSA still has to be configured to email the contact:
  • Autotask — verify the Autotask Workflow rule is active and (if used) the UDF is set. See the Autotask guide.
  • ConnectWise — verify Send to Contact on the email template for the ticket’s current status, and that the ticket has a contact with a valid address. See the ConnectWise guide.
  • HaloPSA — verify a customer-emailing Outcome is selected in the Actions (Client-Facing Notes) settings.
  • ServiceNow — verify the caller has a valid email and notifications are enabled for comments.
The time-entry summary field is customer-visible in some configurations. If you want Neo’s full reply to reach the customer, enable your PSA’s client-facing notes group so Neo has a dedicated end-user message path, rather than relying on the time-entry summary.