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Connecting your PSA first is mandatory. Neo reads incoming tickets, writes notes and time entries, drives state transitions, and triggers workflows entirely through your PSA.
Neo speaks every supported PSA’s API natively and treats them uniformly — the same workflows, agents, actions, and triggers work across every one. Pick yours below to begin setup.

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Supported PSA Platforms

Autotask

Connect via API user + security level. Three-step setup with end-user notification controls.

ConnectWise

Connect via dedicated security role + API member. Optional Pod integration to embed Neo inside ConnectWise.

HaloPSA

Connect via Agent Resource + OAuth API application with scoped permissions.

ServiceNow

Connect via OAuth 2.0 — Neo provisions Business Rule + System Property webhooks automatically. Supports the full task family (incidents, requests, RITMs, catalog tasks, change requests, problems).

Syncro

Connect via a Syncro API token. The token identifies its own user, so there is no separate username to enter.

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What Neo Does With Your PSA

Neo reads incoming tickets in real time, then writes back the results of agent work:
  • Read — tickets and time entries (with all custom fields), companies, contacts, configurations, statuses, queues, ticket types
  • Triage — status, priority, queue, type/subtype, owner, custom fields
  • Communicate — internal notes, customer-facing notes, email replies routed through the PSA
  • Time tracking — time entries attributed to a dedicated Neo agent resource
  • Lifecycle — create new tickets, merge duplicates, schedule entries, state transitions
  • Webhooks — real-time callbacks on ticket events so workflows fire the moment they need to
Your PSA usually holds far more companies than you actively service. Company filters let you keep Neo’s company directory to real customers — active customers by default.

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Connection Checks and Integration Health

Connecting a PSA now runs a verification check suite the moment you save your details, and the connect page walks you through the PSA-side setup step by step before you ever type a credential:
  • Setup walkthrough — the connect page shows the setup steps for your PSA (create the API member/agent/application, generate keys) inline, with the full guide one click away. Returning users land on the filled form as before.
  • Verification checks — saving runs a per-PSA sequence: authentication, the identity Neo acts as (e.g. HaloPSA’s “Agent to log in as”, the ConnectWise API member), ticket read coverage, a write probe that changes nothing, the webhook registration, and sync state. A failed check names the exact screen in your PSA to fix, and the checks can be re-run without re-entering credentials.
  • Health heartbeat — once connected, a small heartbeat icon appears beside the integration’s name (on its page and in the integrations list). Green and pulsing means the integration is healthy; red means something needs attention. Hover it for the last ticket event, sync state, and recent errors. On the integration’s own page, the heartbeat also offers Run checks now to re-run the full suite.

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How Permissions Work

Neo uses two layers of access control:
  1. The PSA-side permissions on the API user, security role, or OAuth app set the maximum possible access (configured during setup).
  2. The Neo dashboard’s per-agent permission groups control what each agent actually does — read-only vs read/write, with optional technician approval for destructive operations.
A junior helpdesk agent can be allowed to add notes but not change priority, while a senior dispatch agent can do both — all from the same PSA connection.

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Prerequisites

Before connecting any PSA you’ll need:
  • Administrative access to create an API user, security role, or OAuth application (varies by PSA — see the per-platform guide above)
  • A dedicated agent resource or service account that Neo’s writes will be attributed to (improves your audit trail)
  • The Neo Agent dashboard at dashboard.neoagent.io
Select your PSA above for the step-by-step setup guide.