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What's new in Neo No. 07, Nov 9, 2026

New integrations

  • SimpleHelp. Runs Toolbox tools on machines, reads machines and alerts, and checks remote session history.
  • Level. Reads devices, inventory, alerts and patches per customer, and runs automations.
  • PRTG. Reads sensors, alarms and history, and pauses monitoring for planned work.
  • GoDaddy. Audits domains, DNS records, nameservers, SSL and renewals, and manages DNS.
  • IRONSCALES. Finds, checks and releases a user's blocked email, per client company.
  • 8x8. Manages a client's 8x8 users, extensions, ring groups, numbers and sites.
  • GoTo Connect. Sees who is on a call, reads call history, transcripts and queues, logs calls on the ticket.
  • HPE Aruba Networking Central. Reads alerts, access points, switches and site health, reboots and moves devices.
  • SonicWall Cloud Secure Edge. Reads and manages a customer's zero trust users, devices, trust and roles.
  • Mailprotector. Manages allow and block lists, quarantine and users.
  • ScoutDNS. Reads DNS query logs and roaming clients, and manages allow and block lists.
  • ControlUp. Reads VDI and desktop alerts, statistics and machines, and runs automations.
  • Bigleaf. Reads site, circuit and router status and risks for each customer site.
  • Cork. Reads Cyber Scores, compliance events and vulnerabilities per client.
  • OpenCVE. Looks up CVEs with severity and exploit data, checked against a client's devices.
  • URIports. Checks DMARC policy and alignment per domain, and manages monitored domains.
  • SmileBack. Reads CSAT reviews, NPS and project surveys, per week, technician or customer.
  • RingCX. Reads queue and agent statistics and live agent state, manages agents and queues.
  • Telavox. Reads users, queues, call history and statistics, numbers and desk phones.
  • OnSIP. Reads a client's OnSIP users, phones, numbers and call history.
  • CallSwitch One. Manages a client's CallSwitch One users, call flows, numbers and billing.
  • TD SYNNEX Hardware. Checks price and stock, builds quotes, places orders and reads invoices.
  • D&H Hardware. Checks live price and stock, looks up products and places orders.
  • Dicker Data. Manages Microsoft CSP seats, orders and pricing in Australia and New Zealand.
  • ITCloud.ca. Adds or removes Microsoft 365 seats, orders licences and reads invoices in Canada.
  • MPS Monitor. Reads print fleet supply alerts, toner shipments, devices and counters.
  • ClickUp. Reads and updates tasks, subtasks, checklists, comments and Docs.
  • Float. Checks who is free when, books project time and reads time off.
  • XWiki. Searches and reads your self-hosted wiki, and drafts new pages from tickets.
  • Plaud. Reads meeting recordings, summaries and transcripts from your Plaud Team workspace.

Agents

New

  • Add instructions for one run when you start an agent from the Neo panel in your PSA.
  • When a PowerShell script needs a cmdlet you did not allow, the agent rewrites it and names what it needs.
  • Schedule a monthly agent to run on the last day of the month.
  • The workflow editor now has Share, Save, Run, Copy and Delete at the top, like the agent editor.
  • Reorder actions in the workflow builder with up and down arrows or drag and drop.

Fixed

  • Chat agents can log a technician's past work through your PSA when your instructions allow it.
  • Find Tickets by Content skips deleted or merged tickets, so its results and counts match.
  • Tickets with a PDF attachment that holds emoji no longer make triage fail.
  • Run reviews no longer suggest a fix for a step that worked.
  • A time-based escalation's wait now restarts when the ticket returns to the watched state.
  • Agents that Neo Support or the API creates from a template now run in your timezone.
  • Agents now read the local time correctly in zones that changed their clock rules, such as Alberta.
  • A new agent's schedule now starts in your workspace's timezone, not your browser's.
  • Agents no longer describe a blank signature line in an email as a screenshot.
  • A memory learned from one agent's own settings or statuses no longer applies to your other agents.
  • Notify Ticket Contact now offers only the notification modes your PSA supports.
  • PSA ticket updates sent in a large burst no longer get lost before they start an agent.
  • An agent run that ends during an update no longer runs a second time or reports the wrong result.
  • Ticket searches no longer say older tickets were never synced when your first sync brought them in.
  • Agents now open files they download from your PSA, such as an invoice PDF on a Halo ticket.
  • Weekly scheduled agents keep their local run time after a daylight-saving change.
  • Ticket merge reasons now cite your real ticket numbers on ConnectWise and Halo.
  • Agents without permission to write internal notes stop trying to write them on every run.

Supervised mode & approvals

New

  • Dismiss now also clears dispatch approvals over an hour old, without editing every Teams card.

Fixed

  • The Approvals agent filter now lists every workflow and chat agent that raises requests.
  • Clear a backlog of dispatch approvals: the Approvals page tells you to reject them in bulk.
  • An approved vendor call with an empty request body now runs, where before it was refused.
  • In chat, an agent no longer asks a second time to approve a change you already approved.

Chat & Neo Support

New

  • Ask Neo Support for your category reports and problem map, and to change report settings.

Fixed

  • A copy of the Neo Support Agent no longer claims it is managed by Neo.
  • Neo Support now gives Neo's outbound IP addresses when a tool or firewall needs them allowed.
  • Neo Support no longer suggests moving actions across groups, and offers an edit the builder allows.
  • Save after Adjust with Neo no longer shows a version conflict while the chat is still open.
  • Neo Support now checks Microsoft 365 MFA enforcement, where it called the check missing before.
  • A reopened chat no longer shows the last answer twice or freezes on a long answer.
  • Neo Support now points a dashboard that lacks data access to the dashboard's own permission groups.
  • A long chat answer that runs code no longer stops partway through its work.

Teams

New

  • Technicians send a client's Teams question to your end-user bot in one click; Neo also works in Microsoft 365 Copilot.
  • Neo now links each technician to the dashboard member with the same email after every sync.

Fixed

  • Messages typed to Neo in Teams are no longer lost when Neo is under heavy load.
  • A file too large to read in Teams or Slack chat now gets a clear message to the sender.

Slack

Fixed

  • Slack notifications from the Neo AI Agent app now tag the people and channels you named.
  • A deactivated Slack workspace no longer fails the whole notification run, only its Slack message.

Phone Agent

New

  • Call History shows whether the phone agent identified the caller's contact and company, and how.
  • Performance & Cost now shows each phone agent's billed minutes, credits and calls, per day.
  • The Phone Agent knows the caller's company when several of its contacts share one number.
  • Call History shows each tool your phone agent ran, and you can follow a call live.
  • Let a phone agent hang up once the caller needs nothing more. Turn it on per number.

Fixed

  • Call History now shows whether a transfer reached someone, and no longer says Succeeded when it failed.
  • The Phone Agent no longer asks "are you still there?" while a transfer rings.
  • The phone agent's greeting no longer stops mid-sentence on background noise.
  • The Phone Agent now picks up a burst of incoming calls without delay.

Dispatch

Fixed

  • Dispatch reasons on the dashboard no longer show internal reference codes.
  • Dispatch now assigns a routed technician whose shift starts later today, as your rules ask.
  • Technician skill profiles no longer list one web-form ticket title as several areas.
  • Agents for Alberta clients now read the correct local time, so schedules and dispatch apply as set.
  • Technician profiles now build for technicians whose tickets show no clear skill area.
  • Dispatch now books a free slot later the same day before it moves to the next business day.
  • Dispatch now assigns a technician in the early-morning hours of their overnight shift.
  • Dispatch no longer assigns a technician its own reasoning did not choose.
  • Dispatch treats a preferred appointment length in your instructions as a preference, not a minimum.
  • Dispatch no longer assigns a technician on leave or off shift because of a next-day rule.
  • The Add Technicians picker no longer lists technicians you already added.

Insights & reporting

New

  • Dashboards refresh on a simple schedule, every new one daily, and open screens update every 20 minutes.
  • Pick a dashboard template and Neo builds it beside the chat at once, on its defaults.
  • Hide a table widget's search, filters and Columns button from its menu, for office screens.
  • Pin up to 3 filters, like a client picker, on a dashboard, also on its shared link.
  • Insights has By ticket type, By category and By integration tabs, with each ticket type in five stages.

Fixed

  • The problem map stops asking you to connect a tool you connected after it was built.
  • Insights desk cards no longer show 0% before the first nightly review has run.

Integrations

New

  • Sort the integration directory by newest first, with a New badge on tools added this week.
  • A client's own tool key now also covers that client's child companies and sites in your PSA.
  • Ask for an integration we lack, and it typically ships in a few hours, sometimes up to 2 working days.
  • CloudRadial now connects for tenants in the AU, CA and UK regions, and EU connections work.
  • Connect each client's own RingCentral account, one per client company.
  • Turn the Neo browser extension on or off for your team from the ConnectWise or Autotask panel tab.
  • A Datto Endpoint Backup failure now opens a ticket, and emails the user once the machine is back on.
  • ThreatLocker agents can test a requested file in the Testing Environment and reject requests.
  • SonicWall agents back up a firewall's configuration, and confirm it, before a firmware upgrade.
  • FortiManager agents can manage firmware templates, assign devices and schedule upgrades, with approval.
  • Connect Inforcer with client credentials through its new API; existing API keys keep working.
  • Set a default identity provider for Microsoft 365 companies, or have Neo ask once with a link.
  • Agents now report Telavox queue totals and each user's unanswered calls for any period.
  • LogicMonitor maps resource groups to Autotask companies and links alerts and devices to PSA records.

Fixed

  • IT Glue documents now show in company documentation search for Syncro and for renamed organizations.
  • Connecting SharePoint for a client with no SharePoint licence now says the licence is missing.
  • 3CX agents can now read your call log and every other 3CX report.
  • Saving Microsoft 365 tenant mappings for many companies now takes seconds, not minutes.
  • A UniFi OS Server connected by username and password now says to use an API key, not wrong password.
  • The monthly Microsoft 365 email security report now counts quarantined, junk and blocked mail correctly.
  • 3CX agents now manage blocked numbers, music on hold and prompts in Call Routing.
  • Agents now find Datto EDR devices and alerts for Datto RMM tickets.
  • The Neo panel in your PSA reconnects at once after your computer wakes from sleep.
  • Agents can now list ThreatLocker policies; these calls failed before.
  • Agents now find the IT Glue organization that owns a domain, so alerts land on the right client.
  • Syncro updates on tickets with long comment histories now trigger your agents again.
  • Agents now read a RocketCyber incident's events, where the calls were refused before.
  • Agents reach every Cove customer you mapped to one company, such as one per site.
  • Reconnecting a PSA after a disconnect that deleted history re-syncs past tickets, and Insights counts correctly.
  • Mimecast agents can now look up profile groups and add a sender to one, such as Blocked Senders.
  • SimpleHelp now connects to 5.x servers that refuse the usual token header.
  • Agents now review, remediate and dismiss INKY reports without INKY refusing the request.
  • Agents and dashboards can now filter Smart Pricing Table proposals by status.
  • A Pax8 seat change during a subscription renewal is now scheduled or handed to a technician.
  • TimeZest teams and resources now show when you have more than 20 technicians.
  • Agents can update and delete IT Glue document sections again.
  • Lexful notes from agents now link to the asset in Lexful, in place of an API path.

ConnectWise

New

  • Agents can attach a file to a ConnectWise ticket that your client can see, with approval.
  • Turn on the Neo panel in ConnectWise from a new "Neo in ConnectWise" page, in one click.
  • Ticket Triage can now set a ConnectWise ticket's Business Unit and Location.
  • Run agents on ConnectWise sales opportunities when one is created, saved, or changes status or stage.

Fixed

  • Agents can move a ConnectWise ticket off a company whose status blocks saving.
  • Priorities deleted in ConnectWise no longer show in Neo, so ticket updates stop failing.
  • A ConnectWise agent search that finds no ticket no longer times out.
  • A ConnectWise ticket with an unknown address state now skips with an Inbox message, no endless retries.
  • Scheduled agents with slow ConnectWise ticket searches no longer time out and skip runs.
  • Agents report a ConnectWise ticket merge as done again, and the Ticket Merge action runs.
  • Clearing a ConnectWise ticket's contact now clears it; a contact ConnectWise keeps is reported.

Autotask

New

  • Ticket Triage can add the people a ticket names as Autotask Additional Contacts.
  • Set up the Neo panel in Autotask from its own "Neo in Autotask" page, with a preview.
  • Agents and the Remove Ticket Fields action can now clear an Autotask ticket's Resolution.

Fixed

  • Disconnecting Autotask now switches Neo's webhooks off for good.
  • Agents can now update company to-dos in Autotask.
  • Autotask triggers on Priority, Ticket Type or Audit Trail changes now fire.
  • Turning on the Neo panel now says clearly when your Autotask API user must be replaced.
  • Clearing a ticket's assigned resource in Autotask now works; its role clears too.

Halo

New

  • The Neo panel is on HaloPSA tickets: approvals, agent runs and chat with Neo.
  • A new Neo in HaloPSA page sets up the Neo Agent ticket tab in 3 steps.
  • Halo triage also finds a site phone number that runs into the next word.

Fixed

  • Halo tickets now close and contacts deactivate, and ConnectWise merged tickets are recognized.
  • Company triage on Halo now keeps a site found by its client name, and finds spelling variants.
  • Halo webhooks that send "Ticket Status Changed" now count, and the Inbox item names that event.
  • The feedback links at the foot of Halo notes now show as Yes and No.
  • Halo company triage now finds a ticket's company from its site name.
  • Get Ticket on a very long Halo ticket with many images now finishes quickly.
  • Halo triage agents read the requester's original subject before judging their evidence.

ServiceNow

New

  • The Neo panel is on ServiceNow tickets: approvals, agent runs and chat with Neo.
  • Add the Neo panel as a tab in Service Operations Workspace, or install it with an Update Set.

Fixed

  • Agents now read notes on ServiceNow requests, catalog tasks, changes and problems, not only incidents.
  • Agents now send client notes on ServiceNow requested items and catalog tasks, to the Requested for person.

RMM

New

  • Agents can now onboard a new computer in ImmyBot, the same way its console does.

Fixed

  • NinjaOne PowerShell scripts with named parameters now run, and a refused start says how to retry.
  • An RMM write that meets a server error is sent once, so a script never runs twice.
  • Addigy calls no longer fail for an organization with no scripts.
  • Agents now check the RMM live before they say a device is offline or missing.
  • Run RMM Script stops agents from sending a script that never runs, and says what to do.
  • Datto RMM agents always check live device status when the synced inventory has no match.

Dashboard

New

  • The Ticket Triage editor shows its fields as one simple list; builder help opens only on request.
  • The Integrations directory, tool list and template picker open every section, each folds alone.
  • Timezone pickers list one option per local time, about 66, and still find every city name.
  • Company cells in dashboard tables now open that company in your PSA.
  • Rename a dashboard widget from its menu, without a refresh of its data.
  • See which dashboards each person can view under Roles & Access, and share or restrict them there.
  • Open the Neo ticket panel larger in a pop-up; it now fits Autotask's narrow panel.
  • Use the dashboard on a phone: a menu opens navigation, and Train is one tap in run history.

Fixed

  • The run list now loads for team members who can see only some agents.
  • Dashboard and Analytics charts no longer flicker or redraw over and over.
  • Dashboard widgets that read a vendor tool show the vendor's error, not a timeout, and Datto BCDR reads retry.
  • The Need help? button shows again on the Chat Agents page.

Billing

New

  • Add or remove top-up credit packs on the Billing page, priced in your own currency.
  • The Billing page shows your plan price and what makes up the month's credit total.

Fixed

  • A scheduled sweep with an AI filter rule now shows its estimated credits and asks before it turns on.
  • The credit banner no longer says you will run out this month when you reach the limit after your reset.

Security & data

New

  • Activity History now shows who added, changed or removed a Custom API connection.