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To enable Neo Agent to add notes and perform actions within the tickets in your HaloPSA system, you need to create a dedicated agent (resource) that Neo Agent can impersonate for these operations.
This process involves creating a new agent in HaloPSA with appropriate team assignments and permissions. This agent will be used specifically for Neo Agent operations.

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Creating the Agent Resource

1

Navigate to the Agents section

From your HaloPSA dashboard, go to Configuration → Agents to access the agents management page.
HaloPSA Agents management page
The Agents section allows you to manage all technician resources in your HaloPSA system. Creating a dedicated agent for Neo ensures clear separation and attribution of automated actions.
2

Create a new agent

Click the New button or Add Agent to begin creating a new agent resource. Fill in the essential details for your Neo Agent resource:
  • Username: Use a clear identifier like neoagent or neo_agent
  • Email Address: Set to team@neoagent.io or your organization’s designated email
  • Password: Not important since Neo will not use the UI.
  • Roles: Select 1st line support
Start creating a new agent
3

Continue to configure the agent

  • Account Active: Make sure the checkbox is ticked
  • Is an API-only Agent: Keep the checkbox unmarked if you want Neo to assign tickets to itself and/or create time entries.
  • Name: Enter a descriptive name that will be attributed to automated actions, notes, and field updates in HaloPSA. This can be “Neo Agent” or, if you prefer, a real name like “John Doe”.
Configure agent basic information
Using clear, descriptive names helps your team easily identify automated actions performed by Neo Agent in ticket histories and time entries.
If communicating with the end customer, you might want to choose a real person’s name to make interactions feel more personal.
4

Save the agent configuration

After configuring all settings, save your new agent resource.
Save the agent configuration

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What’s Next?

Once you’ve successfully created the agent resource, you’re ready to:
  1. Create an API application for programmatic access to HaloPSA
  2. Connect your HaloPSA system to Neo Agent using both credentials
The agent you created will be used for operations that require a user context (like time entries and ticket assignments), while the API application provides the authentication mechanism for all API interactions.