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Neo connects to one PSA at a time. To move from one to another, disconnect the first, then connect the second.

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Disconnect your current PSA

1

Sign in as the workspace owner

Only the owner can disconnect a PSA — leaving one is a decision about the business, so it sits with the owner, beside owner management. Anyone else who selects Disconnect is told the owner holds it, and nothing changes.
2

Open your PSA on the Integrations page

Go to Integrations and select your connected PSA.
3

Select Disconnect

Disconnect sits beside Edit on the connection card.
4

Decide what happens to your ticket history

Keep my ticket history is selected for you. Leave it selected and Neo keeps its copy of the tickets it already synced, so your agents can search them to find how a similar problem was solved. Clear it and Neo deletes that copy. Your PSA keeps its own records either way, but nothing brings Neo’s copy back — a new sync reads the new PSA, and cannot reach the PSA you have left.
5

Type the PSA name, then confirm

Type the name of the PSA you are leaving to enable the button. Neo stops reading tickets from it straight away.

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What Neo does for you

  • Turns off the old PSA’s webhooks, so it stops sending ticket events.
  • Resets the sync timestamps, so the new PSA’s first sync reads your companies, contacts and users in full.
  • Removes the old PSA’s stored credentials.
  • Keeps or deletes Neo’s copy of the tickets it already synced, whichever you chose on the modal.
  • Clears the old PSA’s companies, so your company list is read fresh from the new PSA instead of holding entries that point at a PSA you no longer use. Your company exclusions and Microsoft 365 links go with them — see Repoint your workflows and agents.
Moving to ServiceNow is one exception. You sign in to ServiceNow in the browser, and that sign-in replaces the stored PSA address before the disconnect runs, so the old PSA’s webhooks need removing by hand on that PSA.

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Connect the new PSA

Return to Integrations, select your new PSA, and follow its setup guide — Autotask, ConnectWise, HaloPSA, ServiceNow or Syncro. Create the Neo user in the new PSA first; each guide says what it needs. A large PSA takes a few hours for its first sync.

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Repoint your workflows and agents

Three things need your decision, so Neo leaves them to you.
A workflow that runs only on a ConnectWise board, or on a ConnectWise ticket sub-type, has nothing to match in Autotask — Autotask has queues, and no sub-type. The workflow stays enabled and stops matching tickets, with no error.Open each workflow and point every filter that names an old-PSA field at its equivalent in the new PSA.
Agents hold their PSA permissions per PSA, so an agent that could update tickets in your old PSA starts with none in the new one. Grant them again on each agent.
If you use the phone agent, it also holds identifiers from the old PSA for the company, queue, status and source it writes to. Contact Neo Support to repoint those.

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Switching to a different instance of the same PSA

Moving between two instances of the same PSA — sandbox to production, or one ConnectWise instance to another — changes every record ID, so the old instance’s data no longer matches anything. Disconnect and reconnect exactly as above. Clear Keep my ticket history when you disconnect. The old instance’s tickets point at IDs the new instance does not have, so keeping them leaves your agents searching records nobody can open.