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The Neo panel sits on the Autotask ticket page as the Neo Agent ticket insight. A technician approves what Neo asks to do on the ticket, sees what Neo did on it, runs an agent on it, chats with Neo, and uses Live chat, without leaving Autotask.

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Before you start

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1. Turn on the panel in Neo

1

Open the Autotask advanced settings

In the Neo dashboard, go to Integrations → Autotask → Advanced settings → Neo panel in Autotask tickets.
2

Turn it on

Click Turn on. Neo adds the insight to your Autotask through its API user. Status changes to On.
You can also ask the Neo Support Agent: “Turn on the Neo panel in Autotask.”
If Neo says its API user may not manage Integration Vendor Insights, edit the API user’s security level in Autotask (Admin → Organization Settings & Users → Resources/Users (HR) → Security Levels), click Full Permission on the Other section, and save. Then check that the API user’s API Tracking Identifier is Integration Vendor → Neo Agent (Creating the API user). Click Turn on again.

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2. Switch on ticket insights in Autotask

1

Open Neo Agent in the Integration Center

In Autotask, go to Admin → Extensions & Integrations → Other Extensions & Tools → Integration Center → Vendors → Neo Agent.
2

Turn on ticket insights

Tick Active and Enable Integration Vendor Ticket Insights, then save.

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3. Show the insight on your ticket categories

1

Open the ticket categories

Go to Admin → Features & Settings → Service Desk (Tickets) → Ticket Categories.
2

Make the insight visible

Edit a ticket category your technicians use. On the Insights tab, move Neo Agent to Visible insights, then save. Do this for each category.
3

Open a ticket

Open a ticket of that category. The panel signs in with the technician’s Autotask login. It asks for no other sign-in.

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What each technician sees

The panel matches the Autotask resource to a Neo technician, then to a Neo dashboard user by the technician’s Microsoft account or the resource’s email. What each technician sees, and how to choose the agents in the panel: Set up the Neo panel.

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Turn off or rotate the secret

Both are in Integrations → Autotask → Advanced settings → Neo panel in Autotask tickets:
  • Turn off removes the insight from every ticket. Turn on brings it back.
  • Rotate secret gives the insight a new signing secret. A technician with a ticket open reloads it.

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Troubleshooting