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What's new in Neo No. 02, Oct 5, 2026

New integrations

  • CIPP. Unblock users, reset MFA, release quarantined mail and more in client tenants, through your own CIPP.
  • Addigy. Look up Macs and installed software, run your library scripts and send MDM commands.
  • Domotz. Check collectors, devices and alerts, and power-cycle a PoE port or PDU outlet with approval.
  • Wizer. Add new hires, disable leavers and start security awareness courses for a client.
  • Uniview Backup. Check a backup-failure ticket against the portal, and close it once the device backs up again.

Agents

Fixed

  • Agents now show, quote and copy your own AI Skills when you ask.
  • Notify actions no longer skip messages with no condition, and see ticket changes earlier steps made.
  • Status-triggered agents no longer stop early, deciding their own trigger was not met.
  • A run cut off mid-answer now retries, and no longer closes as a false success.
  • In a scheduled run, one ticket's error no longer stops the agent for every other ticket.
  • Neo now refuses to save a triage step that names a field no PSA has.
  • Agents started when another agent finishes now check their filters against the updated ticket.

Supervised mode & approvals

New

  • Approvers see the exact calls a request plans to make, and which ones Neo used.

Fixed

  • Approval cards for time entries now show the minutes and billing, so fewer approved entries get blocked.
  • Approved plan steps no longer get refused when the agent rewords its own explanation.
  • The planned actions list on an approval no longer jumps and resizes on Windows.
  • Agents now send technician approval requests with planned actions reliably, without failed attempts.
  • When an approver gets no Teams card, the alert names who and how to fix it.

Chat & Neo Support

Fixed

  • Neo Support no longer writes a duplicate rule when an agent ignored a rule it already had.
  • Neo Support now applies the agent instruction edits you approve, and says why when it cannot.
  • Ask Neo Support for a board or queue count and it counts open tickets, as your PSA shows.
  • Neo Support in Teams now opens a support ticket for a technician not mapped in your PSA.
  • Neo Support now says which tickets an instruction edit stops covering before you confirm it.
  • Neo Support can now test-run a new, disabled agent, as Run now does on the dashboard.

Teams

New

  • Neo now retries a Teams app update every day for client tenants the publish missed.
  • Each client's Teams install now shows why an update did not reach it, and what fixes it.
  • Test your branded Teams bot in your own Teams from one short dialog, before clients see it.
  • Stop a running chat answer in Teams with the Stop button on its progress card.

Fixed

  • The internal channel card no longer shows an unopened install link as installed.
  • New Neo support chats in Teams now include the bot that relays your @mentions.
  • Teams app updates now publish after a token refresh, or tell you to resend the install link.
  • Publish update for your branded Teams app now works when the app's availability is limited.

Phone Agent

New

  • The memory dialog now shows which phone agents read a memory and where to attach it.

Fixed

  • When a caller hangs up during a transfer, the ticket records it in place of a failed transfer.

Dispatch

New

  • Dispatch can now count a technician's finished work earlier today, so daily-hours rules hold.
  • Set each technician's working hours in Neo, and dispatch uses them in place of PSA hours.
  • Group your technicians, and pick a group for dispatch so its current members join the pool.

Fixed

  • Agentic dispatch now checks who is on shift, so it stops assigning off-shift technicians.
  • Dispatch now reads an appointment correctly when its description contains a pipe character.
  • Dispatch no longer counts a kept owner as new work when it balances technician load.
  • Dispatch agents that add a specialist beside the current owner now keep that owner.
  • A dispatch approved after its ticket closed no longer reopens, assigns or books that ticket.
  • In When unsure mode, dispatch asks you once per ticket and offers only technicians to pick.
  • Suggest-only dispatch agents that run at the same time now each give a suggestion.

Insights & reporting

New

  • Insights now shows the monthly dollar value of each recurring problem's opportunity.
  • Export the credits each ticket used, with its company, for any period from Executions.
  • The Performance page category table now shows credits, minutes per run and run time per category.
  • The Performance & Cost page loads section by section and opens at once when you come back.

Fixed

  • Insights now suggests the typical hourly rate for your region from your billing currency and time zone.

Integrations

New

  • Custom API connections can now send a stored API key in the web address.
  • Ask Neo to build a missing integration; with a usable vendor API, it ships in 5 working days.

Fixed

  • D&H calls no longer fail when D&H ends the session early.
  • The Microsoft 365 access link now completes on a client's first approval.

ConnectWise

New

  • Ask Neo Support to check or change the "Replies from unregistered contacts" switch.
  • Agents now see billed hours beside worked hours on ConnectWise time entries.
  • Pick project, phase, work type and work role from dropdowns in project-ticket filters.
  • Ask an agent to build a ConnectWise project, with phases and tasks, from a plan.

Fixed

  • Agents now move ConnectWise tickets to another board when the current Item does not fit there.

Autotask

Fixed

  • Agents no longer fail Autotask resource lookups by asking for a department field resources do not have.
  • Autotask maintenance no longer raises a false zone change notice in your inbox.
  • Customer email replies in Autotask now trigger "Customer replied" workflows again.
  • Agents can now list and link Autotask project tickets.
  • Agents now log Autotask time on tickets that accept time under one role only.
  • After you change Neo's PSA user, the integration card and picker show the new user at once.

Halo

Fixed

  • When Halo refuses a new ticket over a mandatory field, your inbox names the field and type.
  • "Is not in list" conditions and ticket id lookups now filter Halo tickets correctly.

RMM

Fixed

  • An RMM sync that finds no devices now shows a warning in place of "Sync complete".
  • Agents no longer ask for approval to run an RMM script when you switched approval off.
  • ConnectWise Automate script results now go to the right job, so agents read the right output.

Dashboard

New

  • Teams Users is now part of Technicians, each technician linked to their Microsoft account.
  • "Set up hours with Neo" on the Technicians page now opens Neo Support on the same page.
  • Sign in to the Neo feedback portal with your Neo account to post, vote and comment.

Fixed

  • Tooltips in right-aligned table columns now read left-aligned.
  • Expired API keys now show an Expired badge and say why they cannot be rotated.