Insights is free: building a problem map, running a category report and the nightly coverage figures use no credits. Credits start only when an agent you set up from Insights runs, at that agent’s usual price; see Tool credit costs.Insights reads only closed tickets that Neo has already processed with AI summaries, so a brand-new tenant sees a report once its first sync and AI processing complete.
By ticket type
By ticket type shows the specific, recurring problems your technicians still resolve by hand, measured from your own ticket data.
Build a problem map
Neo does not build your first problem map on its own. Press Build problem map for the first one, or New problem map to run one for a company or a set of months, or ask Neo Support in chat to build one (“Build a problem map for the last 90 days without our internal company”), the same scoping as By category. To leave a few companies out of a whole-desk map, such as an internal company or a client that has left, pick them under Exclude companies; the map’s header and its entry in the report switcher name what was left out. Expect a run to take about 10 to 20 minutes, an estimate from our test desks that depends on ticket volume, and saves alongside your other problem maps in the report switcher. Only admins can build a problem map, on the page or through Neo Support. Anyone else who opens an empty tab sees a request to ask an admin to build one, and a link to By category when a category report exists.How Neo finds the problems
Neo draws a random sample of closed tickets from the chosen window, groups tickets that need the same fix, and reads how each group was resolved. Grouping happens in two passes. Tickets written almost the same way, such as an alert stream, group first. Neo then writes a list of the jobs your desk does from the remaining tickets and files each of those tickets under one job, so requests worded ten different ways still land in one row. A row that holds more than one runbook is split, at most eight ways, and a row with fewer than eight sampled tickets goes to the long tail. The sample is drawn in two parts, alerts and system mail on one side and tickets people raised on the other, so that a busy alert stream does not crowd out the problems your users bring you. Each part is scaled to its own share of your desk, so the counts stay true. Neo keeps a list of your desk’s problems, so a problem keeps its name from one map to the next. Your first whole-desk map creates the list. Each later whole-desk map files its tickets under the problems already on the list first, and adds a problem only for tickets no listed problem fits. A listed problem keeps its row with as few as one sampled ticket; a map that samples none of its tickets leaves it out. A map for one company, or with companies left out, uses the list and never changes it. Because whole-desk maps change the list, Neo builds one whole-desk map at a time.Read the problem table
Each row is one problem, such as INKY User Reported Spam Blocking or Exchange Online Mailbox Delegation, with:
The dropdown above the table narrows the rows to the requests people raised or the tickets tools generate. The table shows the 20 ticket types with the most hours left; Show lower impact opportunities under it opens the rest. Above the table, two cards show how much of the Intake and Route work Neo does on every matched ticket of your desk, whatever the problem. The cards appear once the nightly run has judged a ticket, or has found no ticket a Neo agent worked on. A desk with no agent on intake or routing sees 0%: one agent that cleans up and routes every new ticket is the first thing to set up, and the card’s Adjust with Neo button asks Neo Support for it. Problem by problem automation comes after.
The table (Ticket types) is the first of two panels. Coverage shows the Coverage over time chart (see How much Neo already does).
Click a row to open the problem’s own page. Its back link returns you to the table, on the same map, with the row you left marked. The page shows:
- The problem’s coverage with its trend arrow, its tickets a month, how many Neo ran on, and the hours a month left.
- The stages of the work in ticket order (Intake, Route, Resolve, Follow-up, Document), each with Neo’s share as a bar. The info mark beside a stage says what counts for it. The stage with the biggest share of a technician’s time carries a Biggest share mark: raising it moves the coverage most. Under each stage sit the steps technicians take for it today, each with Neo’s share; a stage with steps shows no bar of its own, so the whole runbook reads stage by stage and no figure appears twice.
- Neo’s plan for the problem when there is one (see below). Adjust with Neo hands the plan to Neo Support, or asks it to look at the problem when there is no plan.
- What still needs a person, the PSA categories, example tickets, and the agents that worked on these tickets. A problem whose steps the nightly run has not yet placed under the stages shows them as one list, How technicians resolve it today.
- Latest tickets and agent changes: the problem’s newest tickets, each linked to your PSA, with the share of its work Neo did, the stages Neo did on it and the agents that ran. A saved change to one of those agents sits in the same list at its time, with what it changed (the tools added or removed, the instructions edited), so you can see whether the tickets after it moved. Show log in the coverage tile scrolls to it.
Can Neo take it on today
A chip under each problem name says whether Neo can take the work on with what you have today:- Ready with current tools (solid green) means every step has a route through an integration you have connected. The steps under Still needs a person still need a person.
- Ready · connect (green, dashed border) means every step has a Neo route, and one or more of the integrations it uses is not connected yet, such as your RMM or IT Glue. Open the row to see the full list under Connect in Neo: each name there opens that integration on the Integrations page, and the RMM and PSA open the page itself, where you pick your vendor.
- May need (amber) names a system no Neo integration reaches, such as Google Workspace or Duo. A system that Neo could reach only through a Custom API you would build yourself counts here too, and so does an order for hardware through a cloud marketplace, whose Neo integration reads licence subscriptions and changes seat counts only.
How much Neo already does
Every night, Neo files the tickets created in the last 90 days under the problems of your map and judges each ticket that a Neo agent ran on: which parts of the work Neo did, from the runs’ own actions. The work on a ticket is split into stages, weighted by the share of the effort each takes for that problem: Intake (reading the ticket and setting its type, priority, category and contact), Route (the queue or technician), Resolve (finding the cause, making the fix and closing the ticket), Follow-up (talking to the end user) and Document (the note and the time entry). Each step of the problem’s runbook belongs to one stage, and Neo earns a stage step by step where the runbook has steps for it. A ticket Neo never ran on counts as 0. A problem’s coverage is the mean over its tickets, and the Neo coverage tile is the mean over every ticket the map matched, with a small line of the weekly figures beside it. Every figure on the tab and on a problem’s page reads the last 30 days. The Coverage panel shows the Coverage over time chart: the weekly coverage of the desk as a stack of bands, one per agent, so you see which agents the figure comes from and how it moved. The note under the table says when the judge last ran. Neo also writes a plan each night for the 20 problems with the most hours left: which agent to extend or create, with which tools, permissions and instructions, and how much coverage, in percent, that should add. Each change raises one stage of the work, so a change to one agent that spans stages is written as one change per stage. On the problem’s page the plan opens with Show the plan. Adjust with Neo first shows the five stages: the ones the plan raises carry a box, ticked, and the others say the plan leaves them as they are. Untick a stage to leave its changes out, then hand the rest to Neo Support; the chat gets only the text of the stages you kept. A change that raises no stage on its own, such as connecting an integration, goes with whatever you pick. Neo Support then shows you each change and changes nothing until you confirm. Coverage needs a whole-desk problem map, and the figures appear after the first nightly run that follows it. Until then the stage columns, the tiles and the Intake and Route cards wait, and a note above the table says so. When a nightly run files your tickets and finds none that a Neo agent worked on, the note says that instead and the Intake and Route cards show 0%; the other figures appear after the first night that finds one. About once a month, at night, Neo rebuilds your whole-desk map: new recurring problems join the list, problems that stopped drop off, and the hours are read again. A map you build yourself counts as that month’s rebuild. Owners, Admins and Users whose account can message the Neo Support Agent see the Adjust with Neo buttons; Viewers see the plans without them. The agents named on a problem, in the chart and in the plans are the ones your account may open.Neo’s share today
A map built for one company, or with companies left out, shows no coverage, because the coverage figures are read over the whole desk. Such a map shows Neo’s share instead, in a Neo today column and a Last 30 days tile. Neo’s share has two readings, printed as resolved · touched. Resolved means the ticket closed assigned to Neo. Touched means a Neo agent ran on the ticket, whoever closed it, so a triage or chase agent counts here and not under resolved. Both are split by close date into the last 30 days of the window and the months before them, so a problem you put Neo on last month shows the change at once. A small ▲ or ▼ after a value says that share moved from before the last 30 days to inside them; a move under 3 points shows no mark. Hover a value to read the two last-30-day shares in words. A row with fewer than 10 sampled tickets in the last 30 days shows its whole-window shares instead, and the hover says so. The Last 30 days tile carries the same two readings for the whole desk, and hovering it shows a small chart of both by month when the map’s tickets closed in more than one month.Hours and value
Hours come from your PSA time entries. Median time counts only the tickets that carry one. Opportunity also counts the tickets without one: each of those adds the median logged time of its problem, or the median of the whole desk when the problem has 1 to 4 logged tickets, and the row says desk median when that happened. A problem that no technician has logged time on gets no estimate and shows no time logged, because a stream nobody logs time on is most often closed by a tool. Such a row ranks by ticket volume alone. Neo uses the median because on a desk that logs a small share of its tickets, the logged ones tend to be the long ones. The note under the table says what share of tickets carry a time entry; the lower that share, the more of the opportunity is estimate. Problem maps built before this estimate existed show the logged hours alone. The Opportunity / month tile also shows what those hours are worth a month and a year, and names the rate behind it. Neo does / month is the technician time the work Neo did would have taken, priced at the same rate, and Credits used is what Neo’s runs and chats cost over the coverage window. Value uses the Avg. cost per ticket hour from By category, so the two tabs price an hour the same.By integration
By integration reads your latest whole-desk problem map and lists each system the problems need and you have not connected to Neo, one row per system. A row shows the ticket types whose steps go through it, their tickets a month, Hours to gain (the technician hours they still take after the work Neo does, which an agent on that system can take over), the most desk coverage they can add (the tickets Neo does not cover yet, over the desk’s tickets in the window) and Value to gain, those hours at the same rate as Opportunity. Biggest first, so the connection worth making next is at the top. Connect opens the integration’s page; Request asks Neo to build an integration it does not have yet. Connecting the system is one step: an agent must then do the work, and the coverage figure is the most it can add. The tab needs a problem map. Without one it points you to By ticket type, where an admin builds the first map.By category
By category turns your closed tickets into a projected return on investment from automation: how many hours and how much money you could reclaim, which categories to automate first, and how to set each one up. Your first category report runs automatically once your PSA sync finishes. After that you can run new reports any time, for your whole desk, for a single end-client company, or for specific months, and switch between the reports you’ve already run without re-running anything.What’s in the report
Total annual savings opportunity — one line at the top, and the only headline figure: money per year and hours per year. It updates when you edit the minutes per ticket in the table. Savings breakdown by category — every category ranked by projected monthly savings. Open a row to see its sub-categories and the agents and tools that would automate it. Each ticket is filed under the type of work it needs, such as SharePoint and file access, software licence renewals, security policy changes or device retirement. Triage, dispatch and duplicate checks apply to every ticket, so they have rows of their own across your whole ticket volume. Savings breakdown — a chart of where the projected savings come from, by category. Analysis details — the parameters behind the numbers:The projection extrapolates from a representative sample of your tickets to your annual volume, so the figures are directional estimates for planning, not exact accounting.
Your hourly rate
Insights and the Performance & Cost page price an hour at one rate: your cost of technician time. While no admin has entered it, both use the typical rate for your region and mark it typical US rate (or your region). A rate an admin enters for a report becomes your cost of technician time everywhere, and the report’s settings prefill with it next time. Keeping the typical rate stores nothing. Each report keeps the rate and the currency it ran with, so an old report reads as it did when it ran, also after the rate or your region changes. To price it at a new rate, run the analysis again.Switch between saved reports
Every report Neo runs is saved. The report switcher in the top-right of the Insights page shows which report you’re viewing (its company and time window) and lists every saved report — one per company-and-months combination, with the date it was run. Pick one to open it instantly; nothing is re-run and no analysis is consumed.Run a new analysis
Use New analysis in the top-right (next to the report switcher) to open the settings and run a fresh report.1
Open the settings
Click New analysis to open the settings popover.
2
Choose a company (optional)
Pick a single end-client under Company to scope the whole report to that customer, or leave it on All companies to analyze your entire desk.
3
Pick a time window
Either choose an Analysis Period (Last 30 / 90 / 180 / 365 days), or pick one or more Specific months. Selecting specific months overrides the rolling period.
4
Set your cost per hour
Confirm the Cost per Ticket Hour — your fully-loaded technician cost — so the money figures reflect your team.
5
Run
Click Run Analysis. A run typically takes 2–5 minutes while Neo classifies your tickets and calculates the projection; the page shows progress and updates automatically when it’s done.
Choosing months
The month picker lists every month you have ticket history for, newest first, and you can select several at once — including non-consecutive months. Neo analyzes only the tickets from the months you pick and annualizes from what it observed. Choosing months that span a limited part of the year can skew seasonal categories, so the analysis period shown on the report always reflects the exact window that was used.When a company doesn’t have enough tickets
A meaningful analysis needs at least 30 closed, AI-summarized tickets. When you scope to a company that has fewer than that in your chosen window, Neo automatically widens the window to all time for that company and tries again — so smaller clients still get a report where the data allows. If there still aren’t enough tickets, Neo shows a clear “not enough data” message instead of an unreliable projection; pick a different company or period and try again.Good to know
- Who can run it — only tenant admins can start a new analysis or problem map. Everyone with access can view saved reports.
- Re-running is free — no Insights run uses credits. Each run replaces the saved report for that exact scope; running a company or month view never overwrites your whole-desk report.
- Ask Neo Support — Neo Support reads everything on this page: it lists your saved reports and problem maps, summarizes a map (the recurring problems, their hours, how ready each one is for an agent, and example tickets), and reports coverage for one problem. For an admin it also starts a report or a problem map, sets a report’s hourly rate and changes the minutes per ticket of a category. Try “Summarize my latest problem map and link three example tickets for the top problem”.
- Export — use Export PDF on By category to share the report on screen outside the dashboard.
Related
- Analytics — measure live workflow performance and credit consumption once your automations are running.
- Company mapping — how Neo recognizes the same end-client company across your connected systems, which is what powers the company filter here.