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The Neo panel sits on the HaloPSA ticket page as the Neo tab. 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 HaloPSA.

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Before you start

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Turn on the panel

1

Open the HaloPSA advanced settings

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

Choose the ticket types

Leave All ticket types, or choose the ticket types your technicians use.
3

Turn it on

Click Turn on. Neo adds the Neo tab to your HaloPSA and to the ticket types you chose. Status changes to On.
4

Open a ticket

Open a ticket of one of those types and click the Neo tab. The panel signs in with the technician’s HaloPSA login. It asks for no other sign-in.
You can also ask the Neo Support Agent: “Turn on the Neo panel in HaloPSA.” Neo makes the tab’s signing secret and keeps it. You never type or copy a secret.

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Give the API application the admin permission

If Neo says its HaloPSA API application may not change Custom Tabs or ticket types:
1

Open the API application

In HaloPSA, go to Configuration → Integrations → HaloPSA API → View Applications, and open the application you created for Neo.
2

Set admin to Yes

Click Permissions → Edit. Set admin to Yes and save. If you do not see admin, set all to No first.
3

Turn on again

In the Neo dashboard, click Turn on again.
admin is a broad HaloPSA scope. What Neo’s agents can change in HaloPSA is still set by their permission groups in the Neo dashboard. See Creating an API Application.

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Add the tab to a ticket type by hand

If Neo says it could not add the tab to some ticket types, do this for each ticket type it names:
1

Open the ticket type

In HaloPSA, go to Configuration → Tickets → Ticket Types, and open the ticket type.
2

Allow the Neo tab

On Allowed Values → Custom Tabs, add Neo, then save.

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What each technician sees

The panel matches the HaloPSA agent to a Neo technician, then to a Neo dashboard user by the technician’s Microsoft account or the agent’s email. What each technician sees, and how to choose the agents in the panel: Set up the Neo panel. The panel opens only while the technician has the ticket open in HaloPSA. To work in a bigger window, click the Open larger icon in the panel header.

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Turn off or rotate the secret

Both are in Integrations → HaloPSA → Advanced settings → Neo panel in HaloPSA tickets:
  • Turn off deletes the Neo tab from HaloPSA. Turn on adds it again.
  • Rotate secret gives the tab a new signing secret. A technician with a ticket open reloads it.

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Troubleshooting