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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

Open your PSA on the Integrations page

Go to Integrations and select your connected PSA.
2

Select Disconnect

Disconnect sits beside Edit on the connection card.
3

Read what disconnecting costs, then confirm

Neo stops reading tickets from that PSA straight away, and the modal names the three things you need to redo yourself afterwards.

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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 Neo’s copy of the tickets it already synced, so your agents can still search them to find how a similar problem was solved before. Your PSA keeps its own records too.
  • 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. Neo keeps the old instance’s tickets, and those point at IDs the new instance does not have, so ask Neo Support to clear them.