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What's new in Neo No. 03, Oct 12, 2026

New integrations

  • Mimecast. Find a reported or held email, see who clicked, block the sender and release held mail with approval.
  • Cisco Meraki. Tell whether a device is really down, run live diagnostics and document a client's networks.
  • Sophos. Read endpoint and alert status, isolate and scan devices, and manage allow and block lists.
  • WatchGuard Cloud. Check Firebox status, unblock a site and deploy it, and isolate or scan a computer with approval.
  • Datto BCDR. Read SIRIS, ALTO, Endpoint Backup and SaaS Protection status, and check a backup alert before a technician does.
  • Datto EDR. Judge a quarantined file, release it, isolate a device or run a response action, with approval.
  • Auvik. Check whether a network device is really down, read alerts and inventory, and report billable devices.
  • SaaS Alerts. Read the event behind an alert, suppress expected activity and block a Microsoft 365 sign-in with approval.
  • BeyondTrust EPM. Find the computer behind an elevation request and move the ticket to the right client.
  • Zabbix. Find the host behind a ticket, read problems and latest data, and set maintenance windows.
  • TP-Link Omada. Read sites, devices and clients, and manage WiFi, firewall and VPN on cloud and self-hosted controllers.
  • RoboShadow. Read vulnerabilities, missing patches and endpoint security for each client.
  • Kaseya Quote Manager. Read quotes and orders, link them to Autotask, and add priced drafts to an opportunity.
  • QuoteWerks. Find and read quotes, create quotes from your product table and run reports.
  • OpenText Secure Cloud. Manage client users, Microsoft 365 licences and services, and reach Webroot.
  • myITprocess. Read reviews, alignment scores and roadmaps to prepare a QBR.
  • CentralReach. Onboard and offboard staff for ABA providers.

Agents

New

  • Update Ticket Fields now follows your PSA's Tickets permission group and its one list of fields.

Fixed

  • When an agent cannot change a ticket field, it now names the fields it may change.
  • The Ticket QA Reviewer template no longer sends back well-documented tickets as incomplete.
  • Agents started by a PSA update now know if a note, customer reply or time entry triggered them.
  • When a ticket names a future date, agents now hold back only the dated work and triage the rest.
  • Ticket review agents no longer report a missing resolution when time entries state the fix.
  • A customer reply that arrives while an agent works the ticket now reaches that agent.
  • Agent scripts no longer fail when a second command prints a very long output.
  • Add Internal Ticket Note now returns the new note's id in ConnectWise, Autotask, Halo and Syncro.
  • Agent scripts no longer fail when the script sandbox is briefly rate limited.
  • A script that writes to your PSA and reads the record back now sees its own change.
  • Agents now take the start-of-work step, like assign and set In Progress, before replying to the customer.
  • When one route is blocked, agents now use another permitted tool in place of stopping.
  • Fewer agent runs fail during a short AI provider overload.
  • Agents now read a ticket's notes before they bundle or merge it as a duplicate.
  • Agents now follow your note rules over their default steps, and stand down only when work is done.
  • Time-entry agents no longer refuse new time entries on a ticket they worked before.
  • Agents now include a dashboard link when they share a saved report in Teams.
  • Web search now replies at once with a next step when it finds no answer.
  • Agents on tickets with very long histories now summarize and continue instead of skipping the run.

Supervised mode & approvals

New

  • The approval check now sees what the run already looked up, so it blocks fewer safe actions.

Chat & Neo Support

New

  • Hide details in a chat History transcript to screenshot a clean conversation for your client.
  • Ask Neo Support to review and fix how integration companies map to your PSA companies.
  • Ask Neo Support to limit a memory to only some of your agents.

Fixed

  • In chat, agents now check an RMM script's result themselves and no longer promise a report that never came.
  • Saving a memory in chat now takes 1 approval, and reviews quote the text they replace.
  • Neo Support now sets up a scheduled check-back when an agent must wait for an approval.
  • Neo Support now writes AI ticket filters that match the intended tickets, and lists every ticket a filter skipped.
  • Neo Support now suggests the missing default line when a field rule names only when to change it.
  • Neo Support now adds a technician missing from your list and runs auto-map, in place of escalating.
  • When an agent works a ticket its instructions exclude, Neo Support now offers a ticket filter before escalating.
  • Neo Support no longer refuses an instruction edit you confirmed as "not seen".
  • Neo Support no longer blames Triage for a field your PSA changed by itself.
  • Neo Support now explains dispatch runs that saw Autotask time off cancelled later.
  • Neo Support now explains at once why an instruction change cannot save, with no reconfirm loop.

Teams

Fixed

  • Private Teams channels now show their own name in channel pickers, not only the Team name.
  • Teams install and Microsoft 365 consent links now work in tenants with device-based Conditional Access.
  • A Teams post that Teams refused now shows as failed with the reason, in place of sent.
  • The dashboard and Neo Support now show when a client's Teams admin blocks your app.

Phone Agent

New

  • Play a sample of a voice in Phone Agent settings before you save it.
  • Export Phone Agent call history to CSV, and filter calls by agent, status and outcome.
  • Give each phone number after-hours instructions that apply outside business hours and on holidays.

Fixed

  • The Phone Agent now reads a caller's phone number back digit by digit.
  • The Phone Agent now reads Halo ticket numbers digit by digit on calls.

Dispatch

New

  • When your instructions allow an overlap, dispatch can book a ticket into the same slot as a related booking.
  • Give a technician group instructions for dispatch, such as team rules, and dispatch follows them.
  • See each technician's PSA working hours, the ones dispatch uses, on the Technicians page.
  • Mark a technician preferred or never-assign for a client company, or keep them to only these companies.

Fixed

  • Dispatch can book a related alert in a slot its agenda already shows booked.
  • When your rules leave no other technician under the workload cap, dispatch assigns without asking.
  • Dispatch now respects a technician's Neo schedule hours when the calendar setting is off.
  • Dispatch reads Teams shifts and time off in local time, so on-shift technicians are not skipped.
  • A technician's own dispatch instructions now win over a rule for all technicians, so dispatch asks less.
  • A dispatch that skips a ticket no longer counts that ticket against the technician's workload.
  • When dispatch loses a booked slot, a ticket that must happen at a set time keeps that time.
  • Technician shift hours in your instructions now replace PSA weekly hours, so tickets get assigned.
  • Dispatch no longer moves a calendar entry that has already started.
  • A dispatch run with no ready technician now names each one, the reason and the fix.
  • Dispatch now leaves tickets your instructions exclude unassigned, with no question to your team.
  • Technician skill profiles no longer get saved as raw JSON text.
  • Dispatch no longer leaves a ticket unassigned only because the ticket text names an unavailable technician.

Insights & reporting

New

  • Insights and the Performance page share one hourly cost; set it in either place.
  • Problem maps keep each problem's name from one map to the next, so you can track it over time.
  • See what Neo costs in money beside every credit figure, and what the time it saved is worth.
  • Neo's cost converts into the currency of your cost per hour, at the day's ECB rate.

Integrations

New

  • Each integration shows what Neo can do with it, with a Set up with Neo button per use case.
  • The "Neo builds it" integration request no longer asks for read-only or read-write access.

Fixed

  • Pax8 licence lookups no longer fail when several run at the same time.
  • Agents can now send a TimeZest scheduling link when two appointment types share a name.
  • After adding Microsoft 365 license seats, agents get correct steps to assign the license.
  • Agents that check many Datto BCDR customers now stay under Datto's rate limit.
  • Runs no longer fail when a vendor sends text cut through an emoji.
  • Agents now read on-prem Active Directory results in full, so cut-off output no longer decides a change.
  • Agents can now use Huntress's Uninstall Agent command for a repair reinstall, not only offboarding.
  • The PSA health check now turns green as soon as Neo's webhook is registered in your PSA.
  • Agents now retry an Exchange Online change when the session drops, in place of giving up.
  • Agents' Microsoft 365 sign-in log and MFA queries no longer fail with an error.
  • Agent scripts now read every page of Microsoft 365 and Datto RMM results.
  • Ingram Micro company ids pasted with a trailing space or tab now work.
  • Agent notes now name Microsoft 365 licences by their friendly name, not a bare licence ID.

ConnectWise

Fixed

  • A ConnectWise document that agents download a second time now opens correctly, PDFs and images included.
  • ConnectWise time entries from agents now show "Time logged" in place of an empty note.
  • Self-hosted ConnectWise behind Cloudflare: tickets now retry when the tunnel is down, in place of failing.
  • Dispatch runs that move a ConnectWise schedule entry no longer fail on the technician's time zone.

Autotask

Fixed

  • Agents now create Autotask company to-dos and notes on the first try, with 1 approval.
  • Agents now find an Autotask custom field your instructions name, whatever its letter case.
  • After an Autotask time entry with a customer message, agents no longer hand off to a human by mistake.
  • Agents now find and add Autotask opportunity notes through the right route.
  • Agents now report an error when Autotask accepts an update but stores a field blank.
  • Agents now split long Autotask id lookups so large queries no longer fail.

Halo

New

  • Filter Halo tickets by the client's Top Level, picked from a dropdown.

Fixed

  • Similar ticket searches on Halo now load much faster.
  • A brief Halo sign-in outage no longer fails ticket sync; Neo retries it.
  • Agents read Halo dropdown custom fields by their label, so rules that name an option match.
  • Agents can now add several Halo additional agents to a ticket.
  • Halo agents no longer stall and fail when they add a note or time entry with an outcome.
  • Agents that move a Halo ticket to another client now move its site and user too.
  • When Halo saves time under another technician, agents note it in place of adding a duplicate entry.
  • Triage now picks the right same-name contact, such as the General User of the ticket's site.
  • Halo ticket types you exclude from sync are now left out of scheduled syncs too.

ServiceNow

Fixed

  • ServiceNow companies now match your other tools by their website domain.

RMM

Fixed

  • NinjaOne scripts that agents run as system no longer get cancelled with a credential error.
  • Agents now check ConnectWise RMM device heartbeats with a request the API accepts.
  • An Addigy key without child-organization access now saves, with a warning that says what is left out.
  • Agents can now start Datto RMM quick jobs through the Datto RMM API without errors.

Dashboard

New

  • Create a client workspace under your organization with its own free trial, and invite up to 10 owners at once.
  • Exclude one client company's tickets from Neo on any PSA, from Advanced settings or the Companies page.

Fixed

  • The agents list no longer crashes after you edit a filter, and the agent editor keeps your typing after an update.
  • The Executions page for a single agent with many runs now loads quickly again.
  • The Inbox now lists every company missing a Tenant ID, not only the last one.
  • Help links in the dashboard now open the right docs section and no longer lead to missing pages.

Billing

New

  • Get an alert when one agent spends more credits than usual in a day, and choose to turn it off.
  • Your dashboard shows a payment-overdue banner when a payment fails, and removes it once you pay.