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SimpleHelp is the self-hosted remote support and remote access server many MSPs use to reach their clients’ machines. Connect your server once, and Neo agents find the machine behind a ticket, read its hardware and health, see its alerts and who connected to it, and run a tool from your SimpleHelp Toolbox on it, then read the tool’s output into the ticket.

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What Neo can do with SimpleHelp

  • List and find machines by name, hostname, user or machine group, and read their details, hardware, monitoring (CPU, memory, disks, top processes), notes and properties
  • Read monitoring alerts and which machines triggered them
  • Read active support and access sessions, the support queue, and past sessions with their technician, mode (file transfer included) and events
  • List the tools in a technician’s toolbox, run one on named machines, and read each machine’s return code and output
  • Write a machine’s notes and properties, rename a machine, move it to another group, and turn its monitoring on or off
With the matching permission groups on, agents can also manage technicians, technician groups and their permissions, filters, IP restrictions and server settings. See SimpleHelp API for the permission groups and profiles.

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Customers

SimpleHelp has no customer record: you keep each client’s machines in a machine group. Agents match a ticket’s company to that group, and the machine to the user or device the ticket names. Name your machine groups after your clients, as your PSA spells them, so agents find the right machines.

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What the SimpleHelp API cannot do

  • Add a tool. The API runs tools that exist; a technician creates tools in the Technician Console’s Toolbox tab. When a ticket needs a tool you do not have, the agent gives your technician the script and the steps, and runs the tool once it is there.
  • Transfer a file in a live session. File transfer is a session mode. Agents put a file on a machine by running a tool whose resources carry the file or a download URL, read a text file through a tool’s output, and read past file transfers in the session history.
  • Show a screen. Neo does not fetch a machine’s thumbnail or screen image.

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Next steps

Connect SimpleHelp

Make an API token for Neo, choose the technician whose tools Neo runs, and save both in Neo.