Without this, Neo still works — it picks up ticket changes on its scheduled sync. What you gain is real-time: agents and workflows that trigger on a ticket event fire as it happens instead of on the next sync.
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 set up by hand, once, in the Syncro admin UI.
Step 1 — Get your webhook URL from Neo
Your webhook URL is specific to your Neo tenant and contains a token. Ask Neo Support for it, or find it on the Syncro integration page in the Neo dashboard.
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.
Step 2 — Open the Notification Center
In Syncro, go to Admin → Syncro Administration → Notification Center, then click + New Notification Set.
Step 3 — Name it and paste the URL
Name it something recognisable — Neo Agent Webhook — and paste your URL into Webhook URL.
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.
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.
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.
Troubleshooting
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. 
