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Changelog — Week of September 7, 2026

New features and improvements

Insights

  • Added the Problems view: build a map of the recurring problems your technicians still fix by hand. Each problem shows tickets per month, the share Neo already closes, the hours at stake, the technician runbook and example tickets, so you can see exactly where the next agent pays off.

Agents & Tools

  • Added chat file attachments: paste a screenshot or file into an internal chat agent and it is attached to the PSA ticket. In Halo, screenshots appear inline in the internal note.

  • Added "Ask for changes" as a third answer on every approval: send guidance back to the agent without authorizing the action, on Teams cards, the Approvals page, the chat card and the public API.

End-user chat

  • The end-user bot now sees the user's open tickets on the first message, so re-reported problems no longer become duplicate tickets.

Teams

  • Added support for several internal Teams bots per MSP, and for installing the end-user bot inside your own tenant.

Workflows & Triggers

  • Added search on the workflow list, by name or partial ID.

Dispatch

  • Added an optional rule to skip dispatching a ticket a technician resolved mid-decision, preventing reopened tickets and unwanted customer emails.

Integrations

  • Added a Ubiquiti UniFi integration (preview): agents can read and act on UniFi devices, networks, WiFi and firewall rules, with technician approval required on writes.

Phone Agents

  • Calls now answer faster on a new low-latency model, and each number can choose its own text-to-speech engine and voice.

ConnectWise

  • Added a company-team membership trigger filter, so alerts fire only for the right account managers instead of starting a run on every ticket.

Bug fixes

Agents & Tools

  • Fixed duplicate-ticket detection recommending merges for unrelated tickets that merely shared a device or user.

  • Fixed writes that would overwrite a record with a truncated placeholder; they are now blocked before any data is lost.

  • Fixed agents telling technicians "no device is attached" when the device read had actually failed.

Dashboard

  • Fixed Event History showing tickets deleted in the PSA as failures; they now show as Skipped, removing most false failures.

  • Fixed the agent builder losing your draft when switching tabs.

Workflows & Triggers

  • Fixed note triggers re-firing on every later ticket change; they now fire once per note.

  • Fixed list-value filter rules being misread, which let backfills write to out-of-scope tickets.

Dispatch

  • Fixed approved slots being rejected by the PSA; slot verification now re-checks the technician's live calendar.

  • Fixed ConnectWise bookings showing technicians as on leave for confirmed work.

Halo PSA

  • Fixed client-facing notes never emailing the customer.

  • Fixed "Categories is mandatory" rejections abandoning the Dispatch stage move.

Autotask

  • Fixed time entries only reaching the end user's Teams chat when a technician also changed status or queue.

  • Fixed status-change triggers never firing on values containing "to" (such as Need to Invoice).

  • Fixed Autotask emailing your admin mailbox about callout delays.

Teams

  • Fixed end-user chats answering "I couldn't reach the service" after a backend disruption; they now recover on their own.

  • Fixed users seeing error messages when nothing was wrong.

End-user chat

  • Fixed internal notes and duplicate messages being relayed into end-user chat, and a second ticket being opened for an already reported issue.

Microsoft 365

  • Fixed a PowerShell command Exchange rejected being reported as a success.

Integrations

  • Fixed large PSA attachments being replaced by an unusable summary; the full download now reaches the sandbox.

  • Fixed agents retrying when a PSA's hourly request quota was spent; they now stop and hand the note to a technician.

Search

  • Fixed tickets vanishing from search when an index write was rejected.

Sandbox

  • Fixed a long sandbox job losing its workspace when you asked the agent a question mid-run.