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What's new in Neo No. 04, Oct 19, 2026

New integrations

  • HubSpot. Read and update your HubSpot CRM, and keep contacts and deals in step with your PSA.
  • QuickBooks Online. Search invoices, update records and run reports, mapped to your PSA companies.
  • Duo. Find a user, verify a caller with a push, clear lockouts, and onboard or offboard users.
  • KnowBe4. Add and archive users with onboarding, read training and phishing results, and triage PhishER reports.
  • Acronis Cyber Protect Cloud. Work EDR incidents and backup alerts, and manage users and services per customer.
  • Cisco Umbrella. Manage allow and block lists and read reports in each client's Umbrella organization.
  • DNSFilter. Report the threats DNSFilter blocked per customer, and allow or block a domain.
  • Avanan. Manage allow and block lists, and read security events and tickets per client tenant.
  • INKY. Review reported mail, check verdicts, remediate, and manage allow and block lists.
  • VirusTotal. Check a hash, URL, domain or IP from an alert, and submit what it has not seen.
  • Dark Web ID. Run live dark web searches, work each compromise to resolved, and onboard customers.
  • Notion. Search your Notion SOPs, query databases, and create, edit or comment on pages.
  • Smartsheet. Read and update project plans, and sync them both ways with Autotask projects.
  • Zoho Desk. Read and update tickets, contacts and accounts, and build ticket trend reports.
  • VMware vSphere. Read vCenter, and create and manage virtual machines with approval.
  • ConnectWise CPQ. Draft a quote from a PSA opportunity, add lines, and ask for approval.
  • CyberQP. Verify end users, and create just-in-time admin accounts for a ticket.
  • MSP Process. Verify a caller by code or push, send secure links, and see who is on call.
  • Field Effect MDR. Read, comment on, resolve and dismiss AROs, and look up endpoints.
  • FortiMail. Trace mail delivery, search logs and release quarantined mail for a client's domains.
  • iboss. Read URL logs and reports, and manage allow and block lists and policies.
  • Nextiva. Manage call center agent state, queues, call logs and call settings.
  • Redstor. Confirm backup failures and close the ticket once every failed account backs up.
  • Jotform. Read form submissions and act on the request each one carries, like a new starter.
  • Petra Security. Read Microsoft 365 compromise incidents, failed attacks and posture reports per client.
  • AbuseIPDB. Check an alert's IP addresses against abuse reports, and report attackers.
  • Moovila. Read project health, risk, budgets and time, and estimate team capacity.
  • Pia. Run Pia automations on a ticket and follow each run to its result.
  • Samsara. See vehicle locations, time spent on client sites, and driver details.
  • OpenWeather. Check storms, weather alerts and past weather at a client site.

Agents

New

  • An agent that waits for another workflow now pauses, then continues with that workflow's result.
  • Start from a new template: an agent that posts past fixes and SOPs on each new ticket.
  • See a scheduled agent's estimated daily credits, and confirm before an expensive one turns on.
  • Set a per-ticket cooldown so a scheduled workflow does not reprocess and rebill the same ticket.
  • Agents can attach a file they downloaded, like an email or PDF, to a ticket.

Fixed

  • Triage now finds the right company when the ticket gives a shorter form of its name.
  • Your ticket title format rule now applies to RMM alerts and to tickets that already have clear titles.
  • Agents that split work across subagents now show the right status and credits after results return.
  • The "[AI] related to" trigger rules now match tickets more strictly, so fewer agents start on unrelated tickets.
  • AI Skills that stop waiting on a slow PSA no longer report a false PSA failure.
  • Agents now send an alert when a condition cannot be checked, and name the unchecked setting.
  • Chase Customer now sets the status you chose for each chase attempt.
  • Neo no longer saves memories of facts an agent already had from its instructions or skills.
  • Agent runs now continue on a backup AI provider when one provider rejects the request.
  • Is Reoccurring Issue now passes the related tickets, with links, to the next actions.
  • Chase Customer no longer bills tickets with no contact when Notify Ticket Contact is its only route.
  • Time-in-status conditions no longer stop the clock on US federal holidays unless you set holidays.
  • An agent that re-reads a ticket in a script after changing it now sees its own change.
  • An agent's default notes, closing and stand-down steps now give way to your custom instructions.
  • After a Delay step, agents now read the ticket's latest notes, time entries and files.
  • An agent waiting on a ticket now sees a status change back to its trigger value.
  • Add Ticket Tag no longer fails when Ticket Triage decides a ticket needs no tag.
  • A Web Fetch host list too long for agents now gets a clear error when you save.

Supervised mode & approvals

New

  • Security and network tool actions now follow your approval setting; only the riskiest always ask.
  • The technician who answered an approval now hears when the run it started fails.
  • Dismiss old approval requests in bulk by date, and select every pending request at once.
  • The approval check now reads the scripts an agent runs, so fewer approved script runs get refused.

Fixed

  • The approval check no longer refuses an approved step because of another run's instructions.
  • An empty Teams or Slack approver picker now tells you to reload the page.
  • An agent run now stays paused until its approval is answered, and reports interrupted waits truthfully.
  • Approved time entries are no longer refused because an optional field was left blank.

Chat & Neo Support

New

  • Before it edits instructions, Neo Support checks related rules, keeps them short and tests recent runs.
  • Copy any code block in chat with one click, such as instruction text Neo Support suggests.
  • Ask Neo Support how many tickets an agent fully handled, counted once per ticket.

Fixed

  • Asking Neo Support to file an integration request no longer shows you an approval card.
  • Neo Support no longer writes Chase Customer status rules that make the agent set the wrong status.
  • Neo Support now warns before a re-run that would redo every triage field on a ticket.
  • Neo Support no longer writes time entry message formats with ticket details that always stay empty.
  • Neo Support now gives you the Billing page steps for invoices and billing emails before it opens a ticket.
  • When Neo Support moves a section of your instructions, it now names the right text.
  • When you correct a proposed change, Neo Support shows the new text and asks before it saves.
  • Neo Support answers "who changed this ticket" on busy accounts without timing out.
  • Neo Support now names the right account that runs on-prem Active Directory scripts.
  • Neo Support now shows the PSA update that started each run, not a later one.
  • Neo Support now finds the files and charts a chat saved; long bar charts scroll.
  • Neo Support now warns what a scheduled workflow and the runs it triggers will cost before turning it on.
  • Neo Support now points you to the setting that replaces Neo's default triage priority rules.

Teams

Fixed

  • Agents allowed to message anyone in Teams no longer think they can post only to channels.
  • Teams replies no longer arrive up to 15 minutes late after a dropped database connection.

Slack

New

  • Connect Neo's Slack app to your own workspace and pick Slack approvers on the dashboard.

Phone Agent

New

  • Talk to a phone agent in your browser and test a change before you save it.
  • When Neo found no ticket for a call it took notes on, add the notes to one yourself.
  • Each phone agent now has its own settings page, and the list shows who answers its calls.
  • One phone agent can warm-transfer to on-call, then blind-transfer to voicemail if nobody answers.

Fixed

  • The Phone Agent now waits for the caller to confirm their company before it files the ticket.
  • Calls and chats now get a ticket even when the saved PSA status was removed.
  • Phone numbers keep taking calls while Neo updates.
  • Spanish calls now read ticket numbers aloud in Spanish.
  • The Phone Agent no longer invents a ticket number or duplicates a ticket when a caller interrupts.

Dispatch

New

  • Dispatch now sees slots other dispatches reserved, and picks a free time first, on every account.
  • Dispatch can weigh hours logged and tickets closed today, so fast technicians are not overloaded.
  • The technician dialog shows when custom instructions are saved, and warns before you close unsaved text.

Fixed

  • Technician profiles now rate expertise by real ticket history, so fewer juniors get expert tickets.
  • Dispatch now follows your "When unsure" answer when it conflicts with a standing rule.
  • Dispatch no longer adds a second technician when your rules allow one only on request.
  • Saving a technician in the dashboard no longer undoes profile changes made in Teams.
  • Renaming a technician group no longer saves the previous group's name over the new one.
  • Dispatch now follows your guided setup answers, like checking availability first, as rules.
  • Dispatch no longer reads a technician's default or preferred queue list as a strict exclusion.
  • Dispatch no longer counts refused proposals as work a technician holds.
  • Neo Support now tells you what stops working before it turns on round robin dispatch.
  • Old refused dispatch proposals no longer count against a technician's load after 72 hours.
  • Dispatch after another agent's handoff no longer leaves tickets unassigned against your instructions.
  • Dispatch no longer leaves a ticket unassigned when every on-shift technician is in a short meeting.
  • Dispatch now follows your own technician ranking order ahead of Neo's default order.
  • Dispatch now follows custom instructions that name technician groups, instead of leaving tickets for manual dispatch.
  • Neo Support now reads a dispatch agent's holiday setting correctly, and dispatch templates drop unused settings.
  • The working-hours hint no longer flags one-off time-window rules, like on-site Wednesday mornings.
  • When several tickets are dispatched at once, each now aims for a different open slot.
  • Dispatch now assigns your routed technician when they are busy for only part of the day.
  • Urgent dispatch no longer books a technician over firm appointments or your calendar rules.

Insights & reporting

New

  • Filter, sort, search and resize columns in your dashboard table widgets.
  • Ask Neo Support for a dashboard of your own data: numbers, tables and charts (beta).

Fixed

  • Chart widgets on your dashboards no longer flicker on a phone or narrow window.

Integrations

New

  • Agents patch RoboShadow vulnerabilities through your RMM, then rescan to confirm the fix.
  • Connect one TP-Link Omada cloud-access app to reach every controller it selects.
  • Find a connection under every category it serves, and search by product name, like Backup Radar.
  • Agents can now copy a Halo or ConnectWise ticket attachment into IT Glue.
  • Agents now reach the full Sherweb, D&H and Ingram Micro APIs; orders always ask a technician.
  • Search CyberFOX in Integrations to find AutoElevate; its tile names CyberFOX.
  • See when a vendor last synced, and start a new sync, from its integration tile.
  • TP-Link Omada agents follow step-by-step access point troubleshooting, including a PoE power cycle.
  • Microsoft 365 onboarding and offboarding templates can also create or deactivate the CentralReach employee.
  • Agents can change Microsoft 365 seat counts through OpenText Secure Cloud and reconcile seats.
  • Zabbix alert tickets link to their Zabbix problems both ways, with a new alert handler template.
  • myITprocess: agents answer review questions from PSA tickets and turn recommendations into Autotask opportunities.
  • Pax8 agents can now order a product a client does not hold yet, with technician approval.
  • QuoteWerks: agents find a client's quotes by PSA id and see whether QuoteValet accepted them.

Fixed

  • TP-Link Omada Cloud-Based Controllers now connect with the regional address the setup page gives.
  • Microsoft 365 agents no longer stop Exchange work when a company has no saved mailbox provider.
  • Agents now read a Datto EDR scan's result and can report the device clean.
  • Agents now say plainly when a vendor is not connected yet, and how to connect it.
  • Agents can now validate a Pax8 order without an approval; real orders still need one.
  • Threat-research agents now check SentinelOne's own verdict on a file hash.
  • A UniFi OS Server that rejects cloud calls now tells you to connect it by URL.
  • New Hudu articles that need review now get a Needs Review flag in Hudu.

ConnectWise

Fixed

  • Agent conditions on a ConnectWise ticket's board name now match.
  • Neo Support now explains why a past report's ticket count differs from today's count.
  • ConnectWise tickets and projects whose contact has no name now load, and agents run on them.
  • ConnectWise time entries Neo marks as not emailed no longer email the contact.

Autotask

Fixed

  • When Autotask refuses one field, agents now save the rest and flag the refused field in your inbox.
  • Agents now fill Autotask pick-list custom fields whose label differs from the stored value.
  • Work types you remove from an Autotask contract exclusion now stop counting as excluded.
  • Agents allowed to write all ticket fields can now set Estimated Hours on Autotask tickets.
  • Neo now switches a deactivated Autotask webhook back on, so ticket updates keep arriving.
  • Merge and recurring-issue checks on Autotask no longer fail from too many parallel ticket reads.
  • Autotask agents can now mark a time entry non-billable when your permissions allow it.
  • Approved internal notes and attachments on Autotask tickets are no longer refused at the approval check.
  • When Autotask drops a field on save, Neo now sends it once more and checks it saved.
  • Agents can now open Autotask ticket attachments that failed to download before.
  • Agents now read an Autotask ticket's history without errors and say how far back it goes.
  • Agents can now add an existing Autotask tag to a ticket by its name.

Halo

New

  • Filter Halo tickets by the real sender email, even when Halo files them under another user.

Fixed

  • Triage now removes excluded addresses from the Halo Email CC List when clearing is on.
  • Status-change triggers now fire when a Halo reply or email action also changes the ticket status.
  • On Halo, agents book over a technician's existing appointment only when your instructions allow it.
  • On Halo, agents no longer count Neo's own notes as technician notes in recurring-issue checks.
  • Searching runs by a zero-padded Halo ticket number now finds all of that ticket's runs.

ServiceNow

Fixed

  • Neo now drops retired ServiceNow configuration items and former technicians from its synced data.
  • Contact sync now completes on large ServiceNow instances.

RMM

New

  • Agents can review Datto RMM patch status and install updates on devices, Macs included.

Fixed

  • Addigy device sync no longer stops at an organization with no devices.
  • NinjaOne script runs and job checks no longer fail when the activity feed returns an incomplete row.
  • Datto RMM scripts no longer pile up on a device after a job runs past its timeout.

Dashboard

New

  • Copy an agent's run time windows to the next day or to every day in one click.
  • Viewers can now run the agents and workflows shared with them, without edit rights.
  • The Microsoft 365 access result page now has a Back to Companies button.

Fixed

  • Book a call now offers Microsoft sign-in when your Neo team page cannot sign you in.
  • You can now scroll and click a run while the Train chat is open beside it.
  • The credits panel on the Agents page no longer runs off the page.
  • Instruction line numbers now show only in the Markdown view, one number per line.
  • Add Technicians now says when Neo has no PSA technicians yet and how to sync them.
  • Code blocks in chat now stay readable in dark mode.
  • The agent instructions editor no longer changes text you did not edit, such as tags or list numbers.

Billing

New

  • The Billing page shows a scheduled plan change: its date, credits and price.
  • Spend alerts now warn about a new agent from its first day, before it has an average.
  • Set a billing email and a CC list on the Billing page; each CC gets paid invoices.

Fixed

  • Credit packs are no longer lost when a plan change is scheduled; changes wait until it takes effect.
  • A late payment that reactivates your account now also restores PSA callbacks and phone numbers.