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To enable Neo Agent to add notes, log time, and perform actions within your HaloPSA system, you need to create a dedicated agent (resource) that Neo Agent will impersonate.

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Creating the Agent

1

Navigate to the Agents section

Go to Configuration → Teams & Agents → Agents to access the agent accounts list.
HaloPSA Agents list under Configuration → Teams & Agents → Agents

The Agents list shows all agent accounts with their IDs, usernames, and team assignments

Click New to create a new agent resource.
2

Configure account details

Fill in the essential account information:
  • Username: Enter a descriptive name like Neo Agent
  • Email Address: Set to team@neoagent.io or your designated email
  • Password: Set any password — Neo Agent uses API authentication, not the UI
  • Roles: Select an appropriate role (e.g., 1st Line Support or Administrator)
  • Account Active: Ensure this is checked
  • Is an API-only Agent: Leave unchecked — Neo Agent needs to assign tickets to itself and create time entries, which require a full agent account
Neo Agent account details in HaloPSA

Configure the agent's account details — username, email, role, and active status

The name you choose will be visible in ticket histories, time entries, and notes. Use “Neo Agent” for clear attribution, or a real person’s name if you want end-user communications to feel more personal.
3

Assign to a team

Navigate to the Departments & Teams tab and assign the agent to the appropriate team(s) that handle tickets Neo Agent will work on.
The agent must be assigned to at least one team to appear in team-scoped ticket views and to be assignable to tickets.
4

Configure working hours and timezone

In the Preferences tab, set the agent’s Working Hours and Timezone to match your primary support hours.
Working hours and timezone configuration for the Neo Agent resource

Set the agent's working hours and timezone in the Preferences tab

The timezone setting affects how time entries are recorded. Set it to your primary service region’s timezone.
5

Save and note the Agent ID

Click Save to create the agent. After saving, note the Agent ID — you’ll find it in the ID column on the Agents list page.
HaloPSA Agents list showing the ID column for each agent

Find the Agent ID in the ID column on the Agents list page

Record the Agent ID — you’ll need it when creating the API application and connecting to Neo Agent.

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What’s Next?

Once you’ve created the agent resource, proceed to create an API application for programmatic access to your HaloPSA system.