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Changelog — Week of July 27, 2026

New features and improvements

Agents & Tools

  • Neo Support and your chat agents — the Need help? widget, the Chat page, the Teams bot, and your branded end-user bots — now run on OpenAI's newest generation of models. Faster, sharper answers, nothing to configure, and the Fast/Smart toggle works exactly as before.

  • Neo Support now knows which page you're looking at, so "why did this run fail?" on an agent page needs no ID pasted in. Only the page name and the ID already in your address bar travel with the message — never your screen or what you've typed.

  • Iteration mode: fix a step without rerunning the whole attempt. When only the latest step went wrong, Neo reruns from the last good checkpoint — everything the agent already did stays done and stays in its memory, and it redoes only the step you flagged.

  • Iteration mode can now be started from Run now on any agent, and it asks you what a good run looks like — so Neo measures every step against the outcome you expect, not just whether each step looks sensible on its own.

  • Added a live run log for iteration sessions: the full step trace with every tool call's input and output, updating as the run happens, with the step it's parked on marked Paused.

  • Added Skillify to chat conversations — turn a good chat with an agent into a reusable Skill straight from the composer, instead of rebuilding the request by hand.

  • Chat agents can now run RMM scripts on any device in your synced inventory, including your own internal machines, instead of only devices belonging to the company on the ticket that was mentioned.

  • Require Technician Approval on an RMM's script permission group now gates the agent actually running a script, not just that RMM's API calls.

  • Agents with Applications: Read/Write can now create replacement client secrets on existing Microsoft app registrations, not only apps Neo created itself. Every write still needs technician approval; connected tenants must re-run Grant access first.

  • Added a business-hours tool so agents work out elapsed working time from your own hours, timezone and holidays instead of counting weekend days in their reasoning — the reliable way to decide when to chase a waiting-on-customer ticket.

  • Emails your agents send now render Markdown tables as real tables, and a report an agent builds in its sandbox can be sent as the email body verbatim, so a styled report arrives exactly as generated.

  • Any intent can now collect its details as a form — dropdowns, date pickers, yes/no toggles, each required or optional. Your end-user bot shows one card instead of asking a question at a time; ticket-triggered agents ask the same questions as a numbered list.

  • Time logged, tickets raised and notes added by a technician through chat are now recorded in your PSA under their name, so it counts toward their utilization instead of Neo's. Anything Neo does on its own is still recorded as Neo.

Search

  • Searching your tickets and documentation is now much faster — the step that ranks matches by relevance went from around twenty seconds to a few — and the results are cleaner, with noticeably less loosely-related material reaching the agent.

Microsoft Teams

  • Workflows and agents can now post notifications straight to a Teams channel or group chat through the Neo app, picked from a list — no more emailing a channel's hidden connector address, which fixes the wrong-sender and duplicate-post problems that route caused. Agents get matching controls for which users and which channels they may notify.

  • Teams bot answers now stream into 1:1 chats as they're written, with a Stop control, instead of the chat sitting silent until the whole reply is ready.

  • Mention your agent in a reply under a Teams channel post and it now reads the post you're replying under, including a pasted screenshot, instead of saying it can't see any details.

  • The end-user bot now works quietly. New end-user channels start with progress updates off, and existing ones have been switched off — an employee asking for a password reset reads a running list of tool calls as noise. Internal channels are unchanged, and it's still a per-channel switch.

  • Relayed technician replies now arrive in the end-user bot as a card with the technician's own name and avatar, with the ticket number and status below. Prefer one brand? Switch the channel to your own name, or to no name at all — and hide the PSA ticket status if it isn't in your end-users' language.

  • The end-user bot now documents its own questions and confirmations on the ticket as internal notes, so a technician no longer opens a ticket showing answers with no questions. Internal means internal: never emailed, never customer-visible.

  • White-label installs is now a table of every client with a Microsoft 365 tenant, each with a clear status — not enabled, link sent (and when it expires), expired, installed, or live for everyone. Generate several clients' install links at once and copy them all as text; clients sharing one tenant show as a single row.

  • A channel's audience is now set once at create and shown read-only afterwards, and channel names must be unique — so a channel can't quietly end up answering with the wrong agent, or become indistinguishable from another in the list.

SharePoint & documentation

  • Neo now syncs documentation from your SharePoint document libraries, so agents can search and cite it while resolving tickets. There's no API key: SharePoint connects through a dedicated read-only Neo SharePoint Connector app, kept separate from Neo's Microsoft 365 administration app so documentation search needs no admin access. Neo suggests a company for each top-level folder and you confirm the mapping.

  • Choose which documentation every client can see. Mark SharePoint folders or whole libraries — and Confluence spaces — as global, so shared runbooks and vendor guides surface in every client's searches while everything else stays scoped to its own client. Changes apply straight away, without waiting for the next sync.

  • Neo now raises an inbox notification when a SharePoint sync fails because its access was revoked, instead of quietly going stale.

ServiceNow

  • ServiceNow agents reach four new read-only permission groups — Knowledge Base, Attachments, SLAs and Approvals — and your instance's own u_ custom fields now appear in the agent's view of a ticket and can be set by Update Ticket Fields. Read-only is deliberate: Neo will tell you who a change is waiting on, but won't approve it for you.

  • Similar-ticket lookup now works on ServiceNow tickets.

Autotask

  • Choose which ticket updates reach the end user. If your technicians log all their work as time entries, pick the Autotask work types (and note types) that count as a message to the customer, and only those relay into the end-user Teams bot. Leaving the pickers empty keeps today's behaviour.

  • Connecting Autotask is simpler: Neo now derives the zone URL and its own resource ID automatically, and the PSA URL and tracking-code fields are gone from the form.

  • Agents now read Autotask ticket history newest-first, with the 500-row limit made visible, so a summary reflects recent activity instead of the oldest.

  • Autotask syncs now page 500 records at a time instead of 100, cutting sync time on large tenants.

  • Contract exclusions now surface in contract triage, so work a contract doesn't cover is billed to the right place instead of falling back to the company default.

Syncro PSA

  • Syncro is now supported as a PSA. Connect it from the dashboard with a Syncro API token, and Neo syncs companies, contacts, tickets, time entries and your reference data (statuses, priorities, problem types, users, teams). Ticket triage, field updates, notes, time logging and technician dispatch all work as they do on the other PSAs, 22 workflow actions are enabled, and a Syncro Notification Set gives real-time ticket events instead of waiting for the next sync.

Notifications

  • Workflow, assignment and sandbox emails now send through Neo's own mail service fleet-wide instead of a shared Microsoft 365 mailbox — better deliverability, and no more notifications delayed by that mailbox's daily send cap. Replies still reach the same place.

Dashboard

  • Channel and intent create/edit are now full pages instead of tall dialogs, so there's room to work without a cramped scrolling panel.

  • The chat agents table is wider, with Configure in its own column.

Bug fixes

Agents & Tools

  • Fixed chat history vanishing when you switched to another conversation and back. Long transcripts now open on your most recent messages with Load earlier messages at the top, and a chat holds considerably more before an agent runs out of room.

  • Fixed a conversation becoming unusable after an earlier turn ended abnormally — the agent now recovers instead of failing every message that follows.

  • Fixed agents dead-ending on an unusable conversation reference; Neo now drops the stale continuity and carries on.

  • Fixed an agent with write access but no approval-required permission group being unable to raise the technician approval a write demanded — so the run dead-ended instead of asking.

  • Fixed a long, near-limit agent summary being misread as a cut-off response.

  • Fixed an unclear internal error when the model returned nothing; it's now treated as a transient failure and retried.

  • Fixed a whole batch of ticket field options failing when one field depended on another — the dependent field is now fetched separately.

  • Fixed test-mode note writes reading as though they had landed; they're now flagged as a no-op.

  • Agents no longer guess Autotask status IDs or accept ConnectWise's email-only placeholder contact, and PSA "is empty" filters now treat whitespace as empty.

Microsoft Teams

  • Fixed screenshots attached in the end-user Teams bot never reaching the agent.

  • Fixed end-user ticket updates arriving in delayed batches with about half duplicated on Autotask — relays are now serialized per ticket and read fresh PSA data.

  • Fixed a streamed Teams reply splitting into two messages when the agent used a tool mid-answer, and the "working…" bubble closing too early.

  • Fixed Teams replies falling back to a generic error when the connection dropped mid-answer; the bot now reconnects.

  • Fixed admins being unable to remove a Teams user, and notifications now resolve the technician's live identity.

  • Start fresh no longer appears on ordinary next-day conversations, and when it does appear the reply comes back promptly instead of after a silent minute or two.

Dispatch

  • Fixed tiered tickets being left unassigned when a technician's workload cap was reached, instead of falling back to the next tier.

  • Fixed TimeZest pod scheduling so the scheduling link is sent and the workflow still runs.

  • Neo no longer bills for dispatch runs where there was no work to do, and now alerts on per-client model-spend runaways.

ConnectWise

  • Fixed a duplicate bundle parent being created under concurrent writes, which orphaned the ticket bundle.

  • Fixed a ticket update failing outright when one field exceeded ConnectWise's maximum length.

  • Fixed a schedule-entry reschedule failing when the entry was already closed.

Halo PSA

  • Fixed ticket-linked assets going missing from the agent's view of a ticket on tenants with more than 1,000 assets.

ServiceNow

  • Fixed ticket closes failing when a Data Policy made a close field mandatory.

IT Glue & Hudu

  • Fixed deleted Hudu documents lingering in search results, and closed the gap that let them survive a prune.

  • Fixed oversized Hudu API responses flooding an agent's context; output is now bounded with a size summary.

  • Fixed documentation-sync access errors not saying whether the token was wrong (401) or simply lacked permission (403).

  • Fixed a legacy IT Glue runbook export showing as connected when it wasn't.

  • Fixed IT Glue document titles being mangled when they ended in a folder separator.

RMM

  • Fixed chat-agent script runs being blocked, and the scripting-approval toggle being ignored.

  • Hardened the RMM wrapper scripts with download retries and result callbacks, and unstuck a drifted Datto component.

  • Fixed disk-cleanup runs not capturing a before-and-after baseline, so freed space couldn't be reported.

Dashboard

  • Fixed the chat page overflowing the viewport when a banner was showing.

  • Fixed What to process looking editable on an existing agent when the change could never save.

  • Fixed the filter builder's in / not in dropdown showing unlabelled options.

  • Fixed the referral section offering to edit a code that's assigned, and stated the real terms — 1,500 credits a month for 12 months.

Integrations

  • Fixed Microsoft 365 tenants whose short name didn't match the full PSA company name failing to link.

  • Fixed a company you'd excluded being brought back by a manual company update.

  • Fixed a locked Autotask timesheet being retried as a temporary error instead of reported as the real reason.

  • Fixed transient Microsoft Graph failures when sending email not being retried.

  • Fixed ticket and documentation indexing failing when the same record was updated concurrently.

Workflows & Triggers

  • Fixed a build-a-ticket action being allowed to run without the create step that consumes it, so the ticket was never raised.

  • Fixed agents triggering workflow IDs guessed from a ticket's text.

  • Fixed the public API's callback lookup by ticket number never returning inbound PSA events, and made large execution lookups considerably faster.

Phone agent

  • Fixed tickets created after a dropped call losing the caller's number.