Changelog

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.

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.

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.