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Some end clients must not have their tickets in Neo, for example a customer whose contract or regulator forbids a third-party AI processor. Excluding a company’s tickets keeps them out on every PSA Neo supports.

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What changes when you exclude a company

The exclusion takes full effect within a minute of saving it. Work that had already started on one of the company’s tickets, such as a webhook being processed or an agent run, finishes. In that first minute, a webhook that names the company can still reach Neo’s job queue before Neo drops it, and a ticket can still be written to Neo’s ticket search. A second pass, 30 minutes after you exclude the company, deletes such tickets. An agent that reads your PSA directly, such as a scheduled agent that searches tickets or a chat question about a ticket, can still read the company’s tickets from the PSA. What it reads is part of that agent run, and the run’s record keeps it like any other run. Most webhooks name their company, and Neo drops them on arrival. For a webhook that does not (ServiceNow, an Autotask webhook without the company field, a Syncro comment), Neo reads the ticket from your PSA first, then drops the webhook before it saves it or matches an agent. Such a webhook passes through Neo’s job queue before the drop, and the queue keeps its record for 30 days.

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Exclude or include a company

1

Open your PSA's settings

On Integrations, pick your PSA and expand Advanced settings. Excluded companies sits below Company filters. For ServiceNow, which has no Advanced settings, Excluded companies is its own card on the ServiceNow page.
2

Exclude a company's tickets

Pick the company, choose Exclude tickets and confirm. It joins the list of excluded companies.
3

Include them again (optional)

Choose Include tickets on the company’s row. Neo syncs the company’s tickets updated in the last 90 days again. An older ticket comes back when it next changes in your PSA.
You can also ask the Neo Support agent to exclude or include a company, or call PUT /public-api/end-companies/{psa_company_id}/ticket-exclusion with {"excluded": true} (see the public API).
Deleting a company from the Companies tab removes its exclusion, and Neo processes its tickets again. Keep the company and exclude its tickets instead.

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Restrict the PSA account Neo uses

Excluded companies covers Neo’s sync and its triggered agents. A scheduled agent or Chat Agent reads your PSA as the account Neo signs in with, so it can still read an excluded company’s tickets. Most PSAs let you restrict that account; each page says what yours allows: A restricted account also stops Neo’s sync from reading the company’s tickets.

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How this differs from other filters

  • Company filters decide which companies are in Neo’s company directory. They do not stop a company’s tickets.
  • PSA filters (boards, queues, assignment groups) decide which tickets Neo syncs by where they sit in your PSA, not by company.
  • A triggered agent’s condition on the company name stops that agent, but Neo still syncs and stores the tickets.