> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Configuring Webhooks
> Create the Syncro Notification Set that sends ticket events to Neo Agent in real time
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:
| Event | What Neo does with it |
| -------------------------------------------------------------- | --------------------------------------------------------------------- |
| **Ticket - created (for anyone)** | Triggers agents and workflows that run on new tickets |
| **Ticket - Status was changed on any Ticket** | Triggers agents and workflows that run when a ticket's status changes |
| **Ticket - A customer-facing comment was added to any Ticket** | Distinguishes a customer reply from a technician reply |
| **Ticket - A hidden comment was added to any Ticket** | Internal notes — never treated as a reply to the customer |
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.
## 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
| Symptom | Cause |
| ----------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------ |
| No events reach Neo at all | The URL is wrong or incomplete — it must be pasted whole, including everything after the `?`. Re-copy it rather than retyping. |
| Nothing fires, but the set looks right | You ticked a column other than **Webhook**, or you picked a "my Ticket" / "subscribed Ticket" event. |
| Only new tickets arrive | Only **Ticket - created** was ticked. Add the other three. |
| Status changes arrive but comments don't | The two comment events are separate — both need ticking, customer-facing *and* hidden. |
| A technician gets emailed on every ticket | A user is named under **Notify these Users**, or an address sits in **Additional Emails**. Clear both. |
## 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.