Aug 7, 2026

Changelog — Week of August 03, 2026

New features and items

Added options-style escalation cards and Decline-with-note actions directly in Microsoft Teams, making escalations more interactive and actionable for technicians
Added support for open, dateless ConnectWise resource entries when a ticket is dispatched, improving technician scheduling visibility
Added a PAUSED execution status and automatic chain exit when a run parks for approval, making approval workflows clearer
Added rejection handling for dispatches, including guidance re-runs on note and expiry on ticket changes, to streamline ticket handoff
Added human-in-the-loop mode configuration to Dispatch Ticket actions, allowing tickets to require explicit technician approval before proceeding
Added ALWAYS human-in-the-loop mode, automatically creating approval requests and parking tickets until reviewed
Added support for applying approved dispatch decisions verbatim on resume, ensuring consistent ticket handling after approval

Added a Technician-in-the-Loop Approval Status tool, enabling agents to check and act on approval requirements within ticket workflows
Added web_fetch tool support for returning entire web pages, with large pages offloaded to a secure sandbox for processing

Added the ability to list only PSA users Neo can actually impersonate, reducing confusion during user selection
Added improved handling in integrations to stop showing MSPs a PSA Type they can't change, making configuration more intuitive

Added configurable Autotask Note Type and support for tickets authored by the contact, giving MSPs more control over end-user ticket creation
Added intents and forms support in internal MSP chat, enabling richer workflows and data capture during technician conversations

Added a redesigned SharePoint integration page with on-demand sync and improved global-folder picker for easier SharePoint management
Added a Syncro RMM tile to the dashboard for quick access and visibility
Added Lexful company hub resolver and per-document PSA stamping for more accurate documentation linking
Added Lexful connection settings and a preview-gated dashboard card for easier documentation sync setup

Improved search reranker performance by migrating to GPT-5.6 Luna at low effort, delivering more relevant ticket and knowledge base results

Fixed an issue where custom instructions in dispatch would only relax constraints instead of adding them, ensuring technician requirements are properly enforced
Fixed an issue where post-conflict reslotting could occur outside the engineer's working hours, improving scheduling accuracy
Fixed an issue where profile-less technicians were not eligible for dispatch, ensuring all available technicians can be assigned
Fixed an issue where a blank technician profile was treated as a valid profile in dispatch, preventing assignment errors

Fixed an issue where long chat transcripts on Autotask tickets could be lost, ensuring complete conversation history is retained
Fixed an issue where the end-user bot announced a form it never opened, improving chat reliability

Fixed an issue where the Teams channel picker for agents was not accessible, making it easier to select the correct channel
Fixed an issue where actionable relay fallback and reviewer-tenant runbook were not working as expected, improving Teams notification reliability
Fixed an issue where the Teams NOTIFY header did not name the ticket being discussed, making notifications clearer

Fixed an issue where the "connect your PSA" empty state did not mention Syncro, ensuring all supported PSAs are visible
Fixed an issue where the run-mode choice on the dashboard was unclear, making configuration options more understandable
Fixed an issue where the chat agents table was too narrow and Configure was not in its own column, improving usability

Fixed an issue where Syncro company reads did not include disabled customers and batch processing by ID was missing, improving data completeness
Fixed an issue where Syncro writes now fail honestly and recoverably, reducing silent errors
Fixed an issue where one malformed row could fail a whole Syncro sync window, increasing sync reliability
Fixed an issue where Syncro's POST-based deletes are now gated on allow_delete, preventing accidental deletions
Fixed an issue where muting an RMM alert in Syncro always requires approval, ensuring proper authorization
Fixed an issue where Neo's own comments in Syncro are now correctly classified as NEO, not technician replies

Fixed an issue where triage notes now explain why a field was left unchanged, improving auditability
Fixed an issue where triage keeps must-be-verified decisions only on set values, and notes when not set
Fixed an issue where Autotask picklist metadata desyncs now degrade gracefully, preventing triage failures

Fixed an issue where "Service Team X not found for Service Board Y" errors are now handled gracefully, reducing workflow interruptions
Fixed an issue where ConnectWise active agreements are now correctly gated on agreementStatus, not cancelledFlag

Fixed an issue where self-serve restore is now available for removed Teams users, improving account recovery
Fixed an issue where the agent's chat Stop button now reliably stops the agent, preventing runaway sessions
Fixed an issue where the not-ready technician profile placeholder no longer promises inaccurate response times
Fixed an issue where the badge test for profiles was failing due to merge conflicts, restoring test reliability
Fixed an issue where "No resolved tickets synced" is displayed instead of "yet" when appropriate, clarifying status messages

Fixed an issue where transient IT Glue 429 errors on test_connection are no longer reported to New Relic, reducing noise