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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 groups the tickets into skill areas, counts each area’s tickets, and sets the area’s level from those counts:
    • Familiar: 10 or fewer tickets in the area, or 2% or less of the technician’s tickets, with at most one of them taking 2 hours or more.
    • Expert: the area is a tenth or more of their tickets, and at least 5 of its tickets were complex work: diagnosis that found a root cause, a fix across several systems, a migration or project, or a problem another technician could not solve. The complex tickets must be a tenth of the area or number 15 or more, so a busy area of routine tickets does not hide real project work. Alerts, password resets, licence changes and new-user setups never count as complex, however long they took, and neither does a ticket whose logged time came to less than 2 hours. A ticket with no time logged is judged from its content.
    • Proficient: every other area.
  • Now and then Neo cannot name the skill areas in a technician’s tickets. Their profile then lists the groups of similar tickets, each named after its longest ticket’s title, and no area is rated Expert. Add Custom Instructions if the profile does not describe the technician 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”). AI dispatch with Include AI profile on also reads them over a dispatch instruction that covers every technician, such as a lowest-workload rule, for this technician.
  • 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.
Dispatch skips a technician whose profile is not ready while Automated Updates is on. A technician with No resolved tickets synced stays not ready until they resolve a ticket and a later sync builds their profile. When dispatch is how they would get their first tickets, turn Automated Updates off and write the profile yourself. Neo never replaces it, and custom instructions stay.
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 technician’s card shows Profile not ready, and dispatch skips them. 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 pane of each technician.

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Managing technician profiles

Open Technicians in the dashboard. The Team tab shows one card per technician: their groups, skills, schedule and time zone, their Teams app status, and what needs attention for dispatch. A green Teams installed mark shows that their Microsoft account has the Neo AI Agent app, which delivers notifications and approval cards. Above the cards:
  • Search by name, skill, group or company, and filter by group or by hours: on a Neo schedule, or no Neo schedule.
  • Teams app shows everyone, or only the technicians whose app is Installed, Not installed, or who have No Microsoft account linked.
  • Needs attention names each reason that applies to someone on your roster, with a count: Profile not ready (dispatch skips them until Neo builds their profile from resolved tickets it has synced), Inactive in PSA (dispatch skips them), and Hours in instructions (they are on a schedule and their custom instructions also state hours). Select a reason to see only those technicians.
  • Sort by name, or put the technicians who need attention first.
The line under the filters says how many technicians show, with a chip for each active filter. The filters are in the page link, so you can share a filtered view. Add Technician lists the technicians in your PSA who have no profile yet. A technician whose name matches, one to one, a Microsoft account that has the Neo AI Agent app and no technician yet is listed first, marked Uses Teams. For ConnectWise, Autotask and ServiceNow, Neo reads your PSA technicians from its PSA sync; for HaloPSA and Syncro, it reads them directly from the PSA. On a synced PSA, until the first sync has run, Add Technician says Neo has no technicians from your PSA. The first sync usually runs overnight after you connect the PSA; to start it now, select Trigger sync on the PSA integration in Integrations. Select a card to open everything you can set for that technician:
  • Profile & instructions: the generated summary, the Update automatically switch, and your custom instructions. Text saves when you click outside the box; the line under it shows when it is saved.
  • Groups: the technician groups they belong to.
  • Companies: the companies whose tickets go to them first or never, with a note for dispatch.
  • Working hours: hours from your PSA, a shared schedule, or hours for this technician only. See Technician working hours.
  • Skills: the skills and certifications synced from your PSA.
  • Microsoft: links the technician to their Microsoft account so dispatch can also weigh their live Teams presence and shifts. Pick the person from the list of people who use Neo in Teams or the dashboard, or type the Entra object ID. After each technician sync, Neo links a technician whose name exactly one Microsoft account shares; clear the link to keep a technician unlinked. See Teams Technician Mapping & Availability.
  • Slack: shown on the same tab, named Microsoft & Slack, once you connect the Neo AI Agent in Slack. It shows the Slack member Neo linked to the technician. See Slack links.
If a technician’s custom instructions still state their working hours after you give them a schedule, the card and the profile pane say so. Select Ask Neo to tidy this up and the Neo Support Agent suggests the instructions without the hours, then asks before it saves.
With the Neo AI Agent in Slack connected, Neo links each technician to one member of your Slack workspace. The link decides who gets a technician’s approval cards and Notify messages in Slack, and which technician a Slack user is when they chat with Neo. How Neo matches. By email only, never by name:
  1. The email of the technician’s Microsoft sign-in (the UPN of the linked Microsoft account, set on the Microsoft & Slack tab).
  2. The technician’s email in your PSA, only for a technician with no Microsoft account.
Neo links the Slack member with that email. Guests, bots, deactivated Slack members and members whose email Slack has not confirmed never link. You cannot set a link by hand. When Neo matches. Right after you connect Slack, after each technician sync, and when you click Match again on a technician’s Microsoft & Slack tab. Match again checks every technician, not only the one you have open. Neo stores the links and reads them when it sends. Approval cards to a proposed technician and messages to a ticket’s owner or resources in Slack use the stored link. So a technician you add to the PSA gets them in Slack only after the next technician sync or Match again. Why a technician has no link. After Match again, the tab says why: The Neo Support Agent reads and refreshes the same links through the public API: GET /public-api/technicians/slack-links and POST /public-api/technicians/slack-links/refresh.

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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.