> ## 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.

# Technician Profiles

> How Neo learns each technician's expertise — and uses it to assign the right tickets

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**](https://dashboard.neoagent.io/profiles) page.

## 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. If a technician has **no closed tickets yet**, there's nothing to summarize — the profile fills in once they start resolving work.

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.

<Info>
  Custom instructions are preserved whenever Neo refreshes a profile — your notes are never overwritten.
</Info>

## 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.

## Managing technician profiles

Open [**Technicians**](https://dashboard.neoagent.io/profiles) 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](/integrations/teams/workforce-availability).

<Tip>
  The richer your PSA data — closed tickets to learn from, skills on technician records — the better Neo's dispatch decisions.
</Tip>

## 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](/agents/tools/psa/get-technician-context).