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This is the last step of the Syncro setup, and the one you have to do yourself. Syncro has no API for creating webhooks, so unlike ConnectWise, Autotask and HaloPSA — where Neo creates the webhook for you when you connect — this one is created by hand, once, in the Syncro admin UI. Do it before you put the integration to work. Without it, Neo only sees ticket changes on its scheduled sync, so agents and workflows that trigger on a ticket event fire on the next sync rather than as the event happens.

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Step 1 — Copy your webhook URL from the Neo dashboard

Neo shows the URL — with these setup steps — right after you first connect Syncro. After that, find it any time on Integrations → Syncro: the Webhook URL row on the connected card (click Setup guide), or Advanced settings → Webhook URL. The URL is unique to your account. Only dashboard admins can see it.
Treat the URL as a credential — anything holding it can post ticket events into your Neo tenant. Don’t share it outside your team, and paste it only into the Syncro field below. If it may have leaked, click Generate new URL… next to it — the old URL stops working immediately, so paste the replacement into Syncro right away.

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Step 2 — Open the Notification Center

In Syncro, go to Admin → Syncro Administration → Notification Center, then click + New Notification Set.
Notification Sets Manager in Syncro with the New Notification Set button

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Step 3 — Name it and paste the URL

Name it something recognisable — Neo Agent Webhook — and paste your URL into Webhook URL.
The Edit Notification Set form showing Name, Notify these Users, and Webhook URL fields
Leave Notify these Users, Additional Emails to notify and Additional SMS Notify empty.This set fires on every ticket event across your whole account. Naming a user here would email or text them each time — and as the page itself warns, those count toward your Syncro usage limits. Neo only needs the webhook.

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Step 4 — Tick the four events, in the Webhook column only

The event list has five columns — Email, SMS, In-App Notify, Mobile Push Notification, and Webhook. Tick only the Webhook column, for these four events:
Pick the “any Ticket” variants, not the “my Ticket” or “subscribed Ticket” ones.Those two only fire for tickets assigned to — or subscribed by — the user the notification set belongs to. Neo is neither, so they would almost never fire and the integration would look broken while quietly missing events.
Save the set.

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Step 5 — Confirm it works

Create a test ticket in Syncro, or change the status of an existing one. Within a few seconds it should appear in Neo:
  • Open the ticket’s execution history in the Neo dashboard, or
  • Check whether an agent configured to trigger on that event ran.
If nothing arrives, work through the table below.

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Troubleshooting

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What Neo does not receive

Only the four events above are sent, so nothing else reaches Neo in real time — assignment changes, priority changes, time entries, and attachments included. Those still reach Neo through the scheduled sync; they just aren’t instant. Adding more events is safe, and Neo won’t break on one it doesn’t recognise — it treats an unfamiliar event as a general ticket update. But it won’t gain a new trigger from it either, so there’s no benefit unless a Neo release says otherwise. The status-change event reports the new status only, not the previous one. Build status triggers on the new status (“changed to Resolved”). A trigger that also pins the old status (“from In Progress to Resolved”) won’t fire on Syncro.