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Neo keeps a short profile for each of your technicians describing what they’re good at, so when it dispatches a ticket it can match the work to the right person. You manage these on the Technicians page.

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How a profile is built

Neo writes each profile automatically — you don’t fill it in:
  • When a technician is added — either directly on the Technicians page or by including them in a Dispatch workflow — Neo reads their resolved and closed tickets and summarizes the kinds of issues, technologies, and customers they handle well.
  • Neo refreshes profiles automatically over time as technicians close more tickets, so they stay current with no manual upkeep.
  • A profile can take a little while to appear after you add someone. Neo can only summarize the tickets it has synced from your PSA, and the first sync covers recent activity — so tickets resolved before you connected Neo may not be included.
  • A technician shows No resolved tickets synced when Neo has none of their resolved tickets to summarize. Their profile fills in once they resolve tickets Neo has synced. If someone has older history you want Neo to learn from, ask us to sync a longer period.
You can also shape a profile yourself:
  • Edit the profile text directly.
  • Add Custom Instructions — notes that always take precedence over the generated profile (for example, “Never assign onsite work” or “Prefers networking tickets”).
  • Turn Automated Updates off if you’d rather Neo never change a profile you’ve hand-written.
Custom instructions are preserved whenever Neo refreshes a profile — your notes are never overwritten.
Automated Updates off also means no first profile. Neo only builds profiles for technicians with the setting on, so a technician who has it off and no profile yet stays that way — the Profile column shows Automated updates off. Turn it on and Neo builds their profile on its next sync.

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Skills and certifications

Alongside the AI profile, Neo also syncs the skills and certifications you’ve already recorded in your PSA and weighs them when choosing who to assign:
  • ConnectWise — member skills and certifications
  • Autotask — resource skills (Autotask has no certifications)
  • Halo / ServiceNow — no skills are read; dispatch relies on the AI profile
These sync automatically — there’s nothing to enter in Neo. To change them, update the technician’s record in your PSA and Neo picks up the change on its next sync. You’ll find them on the Skills & Certs tab of each technician.

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Managing technician profiles

Open Technicians in the dashboard and select a technician. Each one opens a panel with three tabs:
  • Profile — the generated summary, your custom instructions, and the Automated Updates toggle.
  • Skills & Certs — the skills and certifications synced from your PSA.
  • Microsoft Mapping — links the technician to their Microsoft account so dispatch can also weigh their live Teams presence and shifts. See Teams Technician Mapping & Availability.
The richer your PSA data — closed tickets to learn from, skills on technician records — the better Neo’s dispatch decisions.

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How Neo uses profiles

When a dispatch agent assigns a ticket, it brings each candidate’s profile, skills, certifications, current workload, and availability together to pick the best fit. For the full picture of what dispatch considers, see Get Technician Context.