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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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Before you disconnect

Disable every workflow and agent that uses the PSA. Left enabled, they do not quietly stop matching — each fires on tickets and fails on every one. That is the only thing that cannot wait. Everything else below needs the new PSA connected anyway.

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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.
  • Stops the old PSA’s scheduled sync, or a sync you started with Trigger sync, if one is still running, so the new PSA’s sync can start.
  • 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 Build your workflows and agents again.
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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Start the first sync yourself

Neo’s scheduled sync runs overnight, between 23:00 and 03:59 in your own timezone. So if you connect during the day and wait, nothing usually happens until that night. Select Trigger sync on the integration to start one now. It brings in your companies and contacts straight away. Your tickets are not part of that manual run after a switch, because Neo counts the syncs your old PSA completed and treats this as a routine re-sync rather than a first one. They arrive with the first overnight sync. If a sync is already running, Trigger sync says so. Wait for that sync to finish. Until a sync starts, the integration’s badge reads Ready to sync.

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What you see while it runs

Callbacks are the last thing a sync does, after your companies, contacts and tickets. So under Advanced settings → PSA callbacks, the callback reads Pending events for as long as the import runs, and does not send Neo your ticket changes until the sync subscribes them. Judge it by the sync rather than by the clock: while the badge says Sync in progress, nothing is wrong. Tell us if the sync reports Sync failed, or if it finished and the callback still reads Pending events.

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Rebuild your workflows, keep your chat agents

This part needs the new PSA connected, because every picker offers only the connected PSA’s fields. A workflow or agent that fires on tickets has to be built again. Its filter is written in your old PSA’s vocabulary — a ConnectWise board or sub-type has no Autotask equivalent, and a board, status or queue is stored as the number the old PSA gave it. Neither is in any dropdown once the new PSA is connected, so there is nothing to point them at. Build each one again, then delete the old. A chat agent or scheduled agent you keep. Neither has a ticket filter. Grant it the new PSA’s permissions, re-choose any setting that names a PSA record, and enable it again. The old PSA’s permissions can stay as they are; Neo stops offering that PSA’s tools once a different one is connected. Never delete and recreate one that is bound to a Microsoft Teams channel: the channel points at that agent, so a replacement is a different agent and the channel stops reaching one. An agent that never touches your PSA needs nothing.

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Let your Neo Support Agent do it

You do not have to work through these yourself, or wait for our team. Your Neo Support Agent — on the Chat page and in Microsoft Teams — reads your actual configuration, so it can tell you what in your workspace still names the old PSA, and do the work:
Rebuild my Ticket Triage workflow on our new Autotask connection.
Give it one workflow or agent at a time. Naming the old one is usually enough, and it creates each replacement disabled — review it, then enable it yourself. Expect it to ask which board, queue or status to use — the new PSA’s records are not the old one’s, so that choice is yours. Your companies are read fresh from the new PSA, so a company you had excluded comes back included and Neo starts working its tickets. This is the one item that changes what Neo acts on by itself, so redo it before your new PSA’s first sync finishes if you can. On the Companies page, exclude the companies you do not want Neo to manage, and re-link any company you had connected to Microsoft 365. Your customers’ Microsoft consent still stands in their own tenants — Neo asks for the link again, not for the consent.

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The phone 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. This one your Neo Support Agent cannot do — contact our support team and we will repoint them.

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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. Your workflows and agents need every stored record checked. This case is lighter than a move to a different PSA. The field names survive, because the PSA is the same, so the pickers still offer them and nothing has to be built from scratch. What does not survive is the IDs: every board, queue, status, priority and type is stored as the number the old instance issued, and the new instance issues its own. A workflow kept from the sandbox points at records production does not have. So open each workflow and agent and re-select every PSA record it names, rather than rebuilding it. Your Neo Support Agent can do this pass for you as well. 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.