Oct 1, 2026

What's new in Neo No. 01, Oct 1, 2026

New integrations

SentinelOne. Triage threats and isolate or mitigate endpoints, under your approval settings.
Hornetsecurity. Search email logs, release held emails and manage allow and deny lists.
Proofpoint Essentials. Manage your clients' safe and block lists, users and domains.
Ubiquiti UniFi. Read sites, devices and clients, restart devices, and change WiFi or firewall rules with approval.
AutoElevate. Approve or deny elevation requests after a technician approves.
TD SYNNEX StreamOne. Change your clients' cloud subscriptions and seats, in ION and Stellr.

Agents

New

Click Adjust with Neo and Neo drafts the agent with you: instructions, trigger, filter and tools.
Adjust with Neo also rewrites triage fields, action instructions, intents, Skills and ticket filters.
Send Email now keeps your team's addresses; agents email them without approval, others follow your setting.
Agents can read recent posts and replies in the Teams channels you choose.
4 new templates: Customer Reply Chaser, Company and Contact Triage, Priority Ticket Alert, Escalate Stuck Tickets.
Any dashboard user can set up an agent from a template with Neo's guided setup.
Interrupted scheduled workflows now resume, and you get an alert when a scheduled run is lost.
Pick the statuses that mean finished, so Neo never merges into or suggests those tickets.
Set a work type on the time entries agents log in ConnectWise, Autotask, Halo and Syncro.
The Ticket Briefing template posts requester, devices, possible duplicates and outage flags in one note.
Your inbox now suggests an improvement when Neo's review of a run finds one.
Pick a custom field condition's field from your PSA's synced custom fields instead of typing it.
Chat agents can now have up to 40 intents, and the editor helps you describe each one.
Notification rewrites can say how long a ticket has held its current status.
Agents now know which Teams user is which PSA technician, from your technician mapping.
Adding and removing licence seats is now one tool, with a separate switch for each.

Fixed

An agent that claims an update it never made now retries the step instead of reporting success.
Test mode runs now finish the whole job, read live Microsoft 365 data, and report their findings.
Agent notes, messages and approval cards keep their line breaks, with each fact on its own line.
Ticket merge no longer joins unrelated tickets because they name the same device or user.
Triggered agents no longer start twice from the same change on a busy ticket.
Note-added triggers now run once per note, not again at every later ticket change.
Agents now report a ticket field update as failed when the PSA did not save it.
Agents now say when your own field permissions blocked an update, and where to change it.
Agents can no longer overwrite a long document with a shortened copy.
Agent emails to your clients now have their own subject and no PSA link.
Agents picking up a ticket again now follow your latest settings, not their first run's.
Follow-up agents now notice ticket activity since their last run, even when the ticket looks unchanged.
After a PSA switch, triage skips fields the new PSA lacks and still sets the rest.
Triage no longer fails over a tag card, or a custom field card with no field chosen.
Triage now finds the contact when a ticket names the requester by first name only.
Ticket search now returns the most relevant past tickets first.
Agents now link configuration items to tickets, and no longer report a failed link as done.
Agents can read any part of a very large result, such as a long IT Glue article.
Agents can open large ticket attachments, such as an originating email.
Agents search your general documentation on tickets with no company, instead of escalating.
Time entry agents now work only the entries their filter matched, not every entry on the ticket.
A conditional Notify step now sends to every recipient or to none, never to only some.
Chase Customer timing now follows your time zone and business hours without stalling.
An agent started by another agent now follows its own instructions over the handoff text.
Agents limited to set Teams recipients now message them, instead of sending nothing.
A run now says plainly when a triage or dispatch decision was never written to the ticket.
When a ticket change does not trigger an agent, the run says what change Neo saw.
A run that stops before doing any work is now retried, not marked successful.
Tickets with very long custom fields or contact notes no longer fail the agent run.
A ticket deleted mid-run no longer fails a merge workflow; Neo skips it.
Verify Rules no longer rejects search-text filters such as Audit Trail Contains.
A backfill on a disabled agent is refused with a clear reason instead of hanging.
Internal notes with custom formatting now keep the Agent header line and feedback link.
When a step has nothing to run, the agent skips it and carries on instead of stopping.
A schedule move your PSA did not apply now reads as failed, with where the entry sits.
Ticket searches across all companies no longer come back empty.
A Teams message that times out no longer fails a scheduled agent's whole run.

Chat & Neo Support

New

Attach a CSV, Excel or PDF in dashboard chat and your agent reads it.
Press Train with no feedback, and Neo reviews the run and your approval decisions itself.
Train can propose turning on a missing tool, permission or memory, not only instruction edits.
Chat agents attach a screenshot or file you pasted in chat to a PSA ticket.
Ask Neo Support to re-run an agent on a list of tickets, and it starts the runs.
Neo Support offers tick-box choices for boards, statuses and companies, and one-click go-ahead buttons.
Chat agents offer likely answers as buttons you can tap, in Teams and the dashboard.
Neo asks several questions on one card, one at a time, in the dashboard and Teams.
Neo Support suggests starter prompts for the page you are on, such as Explain this run.
Every finished run log now ends with a Train button.
Neo Support suggests moving client facts and routines from instructions into Memories, Skills or Intents.
Proposed instruction changes in Neo Support highlight just the words that change.
Ask Neo Support for a PSA change it cannot make, and it names your agent that can.
Neo Support's Fast and Smart modes now run on our newest model.
A link from our team can open Neo Support with a request ready for you to send.

Fixed

Changes you approve in Neo Support now apply in seconds instead of up to a minute.
Train now flags a fault in Neo and offers to escalate it, instead of an instruction workaround.
Neo Support shows the exact instruction wording before it saves an edit, and stops looping on refusals.
Neo Support applies a change you approved across many agents instead of refusing it.
Neo Support asks before big jobs and delivers part of one instead of timing out.
Long chat jobs keep their working files, and return files from large workspaces without timing out.
Chat agents no longer refuse PSA data that a technician's chat access already allows.
Chat applies a permission change mid-conversation, so a newly promoted admin is not refused.
When Neo cannot match you to a PSA technician in chat, it says so instead of guessing.
Dashboard chat no longer sticks on Thinking hard for 10 minutes after a reload.
The full-page chat keeps the message box on screen, and long pasted messages use the full width.
Neo Support checks your board sync filter before it blames your PSA for a missing webhook.
Neo Support reads your own relay settings before it explains how technicians reply to end users.
Neo Support reads your agent groups instead of guessing them from agent names.
Neo Support can edit agents that use a Basic Auth custom API connection.
Train chats are titled with the ticket number and agent name, so you can find them.

Integrations

New

Move direct-consent companies to GDAP from the Companies page, one by one or in bulk.
Set allowed and blocked PowerShell cmdlets once on the Active Directory and Exchange integrations.
ScalePad now covers Backup Radar and accounts hosted in the EU, Canada or Australia.
Disconnect key-based integrations such as ThreatLocker, Huntress and ScalePad from the dashboard.
Ingram Micro customers map to your PSA companies automatically, so licence changes need no typed id.
ThreatLocker checks your API key when you save it and maps organizations at once.
Custom API connections now support List fields, for APIs that expect an array.

Fixed

Offboarding agents can share a leaver's OneDrive with whoever takes over.
A ticket with no status no longer stalls ticket sync for Halo, Autotask or ConnectWise.
GDAP setup sends you to the Global Admin consent link instead of looping on Reconnect.
The Microsoft 365 consent link now works in any browser, without a Neo sign-in.
Agents checking Microsoft 365 service health get the outage data, not a false permission error.
Agents read Microsoft 365 licences correctly and no longer report a working removal as group-blocked.
When a company was never connected to Microsoft 365, agents say how to connect it.
Agents can download Word, Excel and PDF files from SharePoint and OneDrive in scripts.
Onboarding agents can add a user to a group-connected SharePoint site.
Agents reset on-prem AD passwords and hide synced users from the address list without failing.
Exchange commands with a rejected parameter now report a failure instead of an empty result.
Agents can copy a PSA ticket attachment into IT Glue without corrupting the file.
Agents writing IT Glue documents now create real heading sections.
Agents no longer try to download IT Glue attachments, and say where to find the content.
Hudu outages, Hudu IP blocks and rejected Pax8 keys now show a clear inbox item.
Custom API connections using OAuth2 now fetch a fresh token when the old one is rejected.
A manual documentation sync no longer fails by colliding with the scheduled one.
Lexful docs sync now completes when an asset type has more than 50 fields.

Dashboard

New

Every dashboard view, from an inbox message to a phone call, now has a shareable link.
Give one teammate access to every agent and workflow without making them an admin.
Search the workflow list by name or part of an id.
Click anywhere on an agent or workflow row to open it; Back to Agents returns you.
Cmd-click or middle-click an agent or workflow to open it in a new tab.
Show Changes now shows a line-numbered diff with word highlights, unified or side by side.
The instructions editor shows line numbers, writing tips when empty, and warns only past 50,000 characters.
Select and delete several memories at once on the Memory page.
The Workflows list is more compact, with one New menu for templates, agents and workflows.

Fixed

The Activity page refreshes on its own, so new runs and finished statuses appear.
The agent builder loads in seconds even when your PSA is slow or failing.
Company and Contact pickers in agent filters no longer freeze on PSAs with thousands of companies.
Runs stuck on Running for days now close as failed with a clear note.
Event History no longer lists tickets deleted in your PSA as failures.
A Settings timezone picker means a mistyped timezone can no longer stop dispatch runs.
Dashboard dates now read in English, in your region's format, whatever your browser language.
A new agent group stays after a refresh, and you pick its agents when you create it.
An agent's run history now loads for users who can see only some agents.
Opening an agent no longer marks its instructions as unsaved.
Unsaved skill drafts survive a switch mid-save, and a deleted Insights report no longer hangs.
Run time and tool counts now include the work done before an approval.
The PSA health check on the Integrations page now loads instead of timing out.
Help buttons no longer cover the Adjust with Neo and Next buttons.
Long names in Linked Systems no longer spill over the Microsoft 365 column on Companies.
The instructions editor now numbers every line after a nested list.

Supervised mode & approvals

New

Turn on supervised mode: the agent shows its plan, then each change waits for a technician's approval.
Supervise a single run from Run now, without changing the agent's own settings.
Send approval cards to a Teams channel or group chat, where anyone in it can approve.
Watch a supervised run on its own page and approve, reject or ask for changes there.
Approve an agent's plan of changes once, and each listed change runs exactly as approved.
Approval cards sent to technicians in Teams, and the Approvals page, now list every planned change.
Run supervised and test mode together: approve each change while Neo only simulates it.
Approval cards in Teams and the Approvals page link to the run that waits on them.
Pre-approve specific RMM scripts with exact variables, so agents run them without waiting.
Rejecting a plan now asks for a short reason, so Train knows what to fix.
Executions now show which approval allowed each RMM script run.

Fixed

Approved writes to IT Glue, ConnectWise, Autotask and Halo now go through instead of retrying blocked.
After Ask for changes, Neo no longer sends the same approval again.
Your Teams approval card now updates when you decide the request in the dashboard.
Approval cards in Teams now use the full chat width, with clearer button labels.
Agents ask for approval only to make a specific change; reviews and checks go in the note.

Teams

New

End users see their tickets on a new Tickets tab in your branded Teams app.
New ticket on the Tickets tab files the user's next message to the bot as a ticket.
Chat about this on a ticket moves the bot conversation onto that ticket.
The end-user bot reads a user's open tickets, so follow-ups no longer open duplicates.
The Tickets tab speaks each user's language, and your links can hold a phone extension or email.
Add your Teams technicians in bulk with a Chat only role.
The rebuilt channel page groups installs, chat and the Teams app, and shows unpublished app changes.
Open a newly installed Teams bot's chat straight from its channel page.

Fixed

End-user bot chats stuck on a service error now recover, and start new chat resets the bot.
Open Teams chats keep working after you assign a different agent to the channel.
Installing the end-user bot mid-move no longer breaks technicians' existing Teams chats with Neo.
When an internal bot moves to its own identity, technicians get a link to the new chat.
Notes from an end-user chat now land on the new ticket, even when a reply is retried.
Publishing your Teams app now retries busy client tenants and updates only the ones behind.
After a Teams app update, Neo tells you to restart Teams if the bot looks locked.
The Teams bot no longer shows an error when the agent has nothing more to say.
Teams messages and approval cards now reach people whose directory name has a double space.
End users who type an unknown ticket number now get a plain answer.

Phone Agent

New

Turn on warm transfer: the Phone Agent holds the caller, briefs your technician, then connects them.
The Phone Agent is out of beta.
Call History shows which tickets a call created and where the caller was transferred.
The Phone Agent starts answering about 1.5 seconds after a caller stops, down from 2.4.
Choose Cartesia or ElevenLabs as the voice for each phone number.
Attach MSP-wide memories to a phone number, and the Phone Agent reads them on every call.
Buy New Zealand phone numbers for your Phone Agent.
Delete a switched-off phone agent and release its number, after you see who still calls it.
The Phone Agent now ends a call after the caller stays silent through 3 check-ins.

Fixed

Promised transfers and tickets now happen, and callers no longer hear tool text read aloud.
Calls no longer drop when a caller goes quiet for a moment.
The Phone Agent hears today, yesterday, yes and no correctly on English calls.
The agent asks callers to spell an unclear company, and alerts you if no default is set.
Every call now gets its transcript and fallback ticket, even when Twilio has no record of it.
Calls from a company deleted in ConnectWise now file their ticket under your default company.
Two close calls from the same number now each keep their own recording and duration.
Phone Agent settings open fast on large PSAs, and long instructions type without lag.
Resuming the Phone Agent add-on now restores your phone numbers at once.

Autotask

New

Leave chosen work types out of the time entries relayed to end users.

Fixed

Autotask time entries trigger agents and relay to the end user as soon as they are saved.
If Autotask rejects one custom field value, Neo still writes the rest and names the field.
Agents see the allowed values of Autotask pick-list custom fields and set them correctly.
Autotask status triggers now fire on status names such as Escalate to L3.
Agents creating Autotask projects now create a live project, not a template.
A brief Autotask outage now retries and shows as a PSA outage instead of failing the run.
Runs on an Autotask ticket deleted or merged mid-run now skip cleanly instead of failing.
Autotask ticket updates no longer fail when an agent puts the ticket id in the URL.
Agents make fewer failed Autotask calls when reading notes, names, queues, tags, business hours and fields.
Dispatch now links Autotask service calls to their tickets.
Notify Ticket Resources now reaches the primary resource on an Autotask ticket.
Agents now link Autotask alert tickets to their Problem ticket.
Agents now find a contact's configuration items instead of querying the wrong link.
When an Autotask merge would loop, agents try another duplicate or leave a clear note.
A new Autotask connection reads Pending first sync instead of Disabled for its first hour.
New Autotask webhooks no longer send callout-delay emails to your admin mailbox.

Dispatch

New

A new Dispatch rule skips tickets moved to another status, board or team while Neo decides.
Dispatch workload can count all open tickets, with custom lookback windows up to 90 days.

Fixed

Dispatch no longer assigns a ticket without booked time, and checks the live calendar first.
Dispatch no longer books technicians on public holidays listed in your PSA.
Dispatch no longer mixes up technicians' shifts, workload and skills when it picks an assignee.
Dispatch keeps the free time your rules reserve, instead of booking the last open gap.
Dispatch assigns past the soft workload cap when nobody else fits, instead of leaving tickets unassigned.
Round-robin dispatch checks next-day calendars and skips a booking that would double-book.
The pre-booking calendar check now works for ConnectWise tenants outside UTC.
When no technician has a valid slot, Dispatch now tells you instead of failing silently.
Dispatch offers a slot after the SLA deadline instead of failing the ticket when none fits.
Dispatch follows your rules more exactly, and no longer skips a requested hand-off over an onsite mention.
Don't auto-assign on a dispatch question card now stops Neo asking about that ticket.
A workload window of 0 now means today, so technician workload counts again.
Tickets in a Complete or Completed status no longer count toward a technician's workload.
Dispatch rules now match names that differ only in punctuation, spacing or case.

ConnectWise

New

Run agents and workflows on ConnectWise project tickets, not only service tickets.

Fixed

Technician replies in ConnectWise now reliably reach the end user's Teams chat.
Client-facing ConnectWise notes now save even when ConnectWise's email setup rejects the send.
The Customer replied trigger no longer fires on the email that opened the ticket.
When a ConnectWise customer reply is not matched, the run names the exact cause.
ConnectWise triggers no longer run again days later on entries Neo already processed.
Agents read, write and filter by ConnectWise custom fields correctly.
When ConnectWise cannot price a time entry, the agent notes the work-role fix instead of failing.
Schedule-to-time-entry sync can log finished work against closed ConnectWise schedule entries.
A ConnectWise database error on time entries is now a warning, not a failed run.
Agents Neo builds for ConnectWise no longer get a ticket filter that never matches.
Agents now explain why tickets from 2 different companies cannot be merged.
Bundling no longer picks a parent ticket that is itself a child, which ConnectWise rejects.

Halo

New

Agents can show a screenshot inside a Halo internal note, not only attach it.
Filter Halo tickets by Category 1 to 4.

Fixed

Dispatch-booked Halo appointments reach technicians' Outlook and Teams calendars again.
Agents can set Halo dropdown custom fields, choosing from the field's real options.
Use Client's Primary Contact now works on Halo, with each site's main contact.
Halo triage that changes the ticket type now keeps the status and team it set.
New Halo tickets from chat, phone and agents now carry the ticket source you set.
When Halo refuses an end-user chat reply on a ticket, your inbox names the settings to fix.
Halo status triggers with a From status now fire when the status changes.
Ticket created triggers no longer fire again on old Halo tickets.
Scheduled Halo searches now apply custom field conditions instead of skipping them.
Halo agents now find appointments to change instead of retrying a wrong path.
Agents reading specific Halo tickets by id now get only those tickets.

ServiceNow

New

ServiceNow agents can create customer contacts and link them to their company's contracts.
ServiceNow agents can look up CSM customer contacts and office locations.

Fixed

ServiceNow agents read multi-row answers on onboarding requests, such as mailboxes and groups.
Trigger pickers list every ServiceNow task state, and status filters match their labels.
ServiceNow triage picks a subcategory that belongs to the ticket's category.
Duplicate-ticket merge now works on ServiceNow, and a bad merge pick no longer fails the run.
Agents find ServiceNow contacts by full name and match every company name they search.
Agents find ServiceNow state values such as Pending on requested items.
A ServiceNow filter on a misspelled custom field now raises an inbox item instead of matching everything.
End-user chat agents on ServiceNow now file tickets with your ticket source set.

Insights & reporting

New

Problem maps group tickets by the fix they need, so each problem is one row.
Exclude companies from a problem map; problems with no logged time skip the savings estimate.
The Problems view shows Neo's share as resolved and touched, with the last 30 days split out.
The Problems view marks which integrations each problem needs, with a link to connect each one.
Set your own minutes saved per workflow run, and Time Saved uses your figure.
The Performance page shows each automation's credits, minutes saved per run and average run time.

Fixed

Time Saved now counts only successful runs.
Ticket coverage keeps every week and never shows Neo handling more tickets than arrived.
Problem maps built over 180 days no longer time out.

RMM

Fixed

Agents search your RMM scripts before handing endpoint work to a technician.
Agents now read complete device and organization lists in NinjaOne, Datto RMM and other RMMs.
Agents find a Datto RMM device by hostname on large sites, and script searches for one work.
ConnectWise Automate runs on-prem AD scripts, keeps every live device, and never submits a script 3 times.
NinjaOne scripts no longer show as failed and run twice while still running.
NinjaOne connections now recover on their own when NinjaOne rejects a token early.
A failed TLS certificate on your RMM server now shows in your inbox as an action item.
Datto RMM quick jobs ask for approval only when your Jobs permission requires it.

Billing

New

Upgrade to the next plan in 1 click from Billing, with the exact charge shown first.
Neo emails you when an agent's daily credit spend jumps or passes a daily budget you set.
The credit forecast weighs quieter weekends and shows how far you may run over your limit.
See every MSP you referred and copy your invite message from Billing.

Fixed

Chat and scheduled runs bill integration reads at the read price, not the write price.
Credit alerts now reach owners and admins, and your billing contact when credits run out.
Paying for a plan at checkout activates it instead of leaving the workspace on trial.
Auto top-up customers no longer get a false Limit reached email while credits are added.
Scheduled agents without a ticket no longer spend a credit to record time saved.

Slack

New

Give your clients a branded Slack app that chats with your agent and relays technician notes.
Your Slack app's Home tab lists each user's tickets, with New ticket and Chat about this.
Create and manage a Slack channel from the dashboard, with the app request and install links.
Your Slack app serves only people in your client's workspace, and its refusals never name Neo.

Security & data

New

Canadian MSPs can now keep their Neo data in Canada.
The Users page shows each person's Last Active time, also through the API for access reviews.