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Changelog — Week of August 17, 2026

New features and improvements

Integrations

  • Added Huntress — connect it under Integrations → Security and agents can pull the incident report behind a Huntress ticket, approve remediations, isolate a compromised machine, or file expiring travel exceptions, with the weighty actions always behind technician approval

  • Added ThreatLocker — agents can read computers, applications and policies, and approve or deny software requests, with the same approval safety

  • Connecting SharePoint, Confluence, or IT Glue now ends by asking which documentation is shared with every client, so shared runbooks stop being invisibly scoped to one company

  • SharePoint folder mapping: unmatched folders can now be mapped by hand, the queue opens instantly as a folder tree grouped by library, and bulk select makes large reviews quick

  • Cloud marketplaces (Pax8, Sherweb, Ingram Micro, D&H, Microsoft Partner Center) now report as connected on the Integrations page, and License Subscriptions returns each subscription's renewal date and auto-renew state

ConnectWise

  • Client-facing ticket notes are now authored as your non-API member, so customers see your service desk's name on replies instead of the API user

  • Added "[Extra] Entered By" and "[Extra] Assigned By" trigger filters, so a workflow can key off who created or assigned the ticket

  • Agents now read exact SLA respond-by and resolve-by deadlines from the ticket instead of guessing from the SLA status text

Autotask

  • Added an "[Extra] Count of Open Service Calls" filter that excludes completed and cancelled calls — a ticket whose only booking was cancelled no longer counts as scheduled; service-call filters also run much faster on large ticket sets

Halo PSA

  • Agents now move tickets through Halo workflow stages by firing the proper action, so status, SLA and assignment side effects apply instead of only the progress marker moving

Agents & Tools

  • Added rich text editing for agent instructions — headings, bold, lists and tables render as you type, and pasting from Word or Google Docs keeps its formatting

  • Agents can now work in SharePoint — browse sites and libraries, read and search files, and work with lists and pages; writing is a deliberate opt-in your admin grants site by site, and deleting is never possible

  • Added an Agents setting on memories — limit a memory to the agents that need it instead of every agent reading it

  • Pinned company memories now reach every Smart Action — L1 Engineer and Acknowledge Issue read them the same way Triage and Dispatch already did

  • Added native CC support to the Send Email tool, with CC recipients shown in the approval preview before sending

  • Ticket analysis now goes through the Neo Support Agent — ask why an agent skipped a ticket and keep asking follow-ups; the old Analysis tab hands the question over for you

  • AI Skills that call external websites now declare the hosts they need, so a skill works in every agent's sandbox instead of failing everywhere but one

  • Turn a Teams conversation into a reusable AI Skill — Skillify now works on Teams-based internal chats from the History tab

  • Scheduled agents can now be created through the public API

Dispatch

  • Dispatch agents no longer double-book — before writing an assignment, Neo reserves the engineer and slot, re-reads the calendar, and reports any conflict for your agent to decide; now on for every account at no credit cost

  • Choose who approves a dispatch proposal — approval cards can be routed to the proposed technician

Dashboard

  • Added dark mode — a toggle at the bottom of the navigation, following your OS setting by default

  • Version History now shows what changed in every save — change labels, exact before → after for each field, line-by-line instruction diffs, and any version opens in a new tab

  • A colleague's open tab can no longer overwrite your edits — a save built on configuration someone else has since replaced is refused, so you can refresh and re-apply

  • Redesigned the Ticket Triage action editor — one card per triaged field, essentials up front, optional settings behind Advanced

  • Map a company to IT Glue, your RMM, or a Microsoft GDAP tenant straight from its row on the Companies page

  • Removed the Companies CSV import — company setup lives on the row, and Memory replaces the old per-company instruction fields

  • Chatting with Neo now requires a dashboard account — someone without one is refused instead of getting unrestricted access

End-user chat

  • Tickets now keep the customer's exact words on every exchange — each message that touches a ticket is recorded verbatim as an internal note, not the bot's retelling

  • The bot no longer agrees to a callback time it can't guarantee — the request goes on the ticket and your team confirms; times your team has actually set are still given

Billing

  • Only the tools you chose set a per-run agent's price — always-on built-ins no longer count, and asking the Neo Support Agent about Neo is free end to end

  • Remove or reduce your own top-up packs from the Billing page — set how many to keep and see the new monthly price and credit limit as you change it

  • Every client can now pick the billing email at Checkout, not just new ones

  • Neo now tells you by email while a payment is failing, instead of leaving it to be discovered later

Bug fixes

Integrations

  • Hudu 401/403 now shows as recoverable unavailability rather than a bad-input error

  • TimeZest 401/403 becomes an actionable inbox item instead of a Neo-side error

  • NinjaOne: a deleted device returns a clean not-found instead of crashing the workflow

  • ScalePad invalid-filter errors are recovered automatically

  • Missing marketplace credentials and unsubscribed license SKUs raise clear, recoverable errors

  • SharePoint sync: large libraries now finish syncing, and files Microsoft blocks are skipped instead of failing the whole sync

  • Documentation sync converts .docx, .doc and .html more reliably and now handles spreadsheets

  • PSA setup checks: fixed a false green, and Autotask username and zone errors are caught at setup

  • Transient PSA and Microsoft Graph faults (rate limits, dropped connections, certificate retries) are retried or surfaced as actionable items instead of failing runs

ConnectWise

  • Time-entry updates skip entries deleted in ConnectWise instead of failing the workflow

  • Merging an already-merged ticket is treated as done, not an error

  • Fixed a crash matching triggers when a rule field is absent from the schema

  • Fixed record filters on document queries

Autotask

  • Follow-up customer replies are now detected even when the ticket status doesn't change

  • Adding an already-present secondary resource is a no-op instead of an error

Halo PSA

  • Additional agents set by dispatch now persist on the ticket

  • Contact roles are surfaced so triage sees authorizing contact types, and a refused role map no longer fails the contact sync

  • Ticket creation retries automatically when Halo rejects the assigned agent

  • An outcome blocked at a ticket's workflow step now produces an actionable message instead of a raw error

ServiceNow

  • Agents enumerate a ticket's variables instead of guessing their names, and read them reliably

  • Fixed query filters being silently dropped, and a 403 is no longer treated as an answer

  • Agents can now find an incident's linked interaction

Dispatch

  • Fixed Autotask dispatch leaving a duplicate service call

  • Fixed multi-day calendar blocks being split apart in the dispatch agenda

  • Child tickets are now excluded from dispatch workload, with a toggle to include them

  • Outstanding dispatch proposals now count in the round-robin rotation

  • Fixed hard routing rules not being re-applied when a slot was taken mid-assignment

  • An Autotask service call's status label now correctly blocks instant availability

  • Dispatch workload rows now show ticket titles

  • Dispatch approvals are re-validated before acting, so a stale approval can't assign onto a changed calendar

  • Fixed dispatch refusing to run when a stored assignment-history window was negative

Triage

  • Due dates set by Ticket Triage are now weekend-safe

  • Priority triage now sees a contact resolved in the same run, and refreshes after an in-run company change

  • Same-named duplicate companies are tie-broken instead of skipped, with a clear message when Neo can't decide

  • Fixed the right contact being missed on companies with over 100 identically-named contacts

  • Autotask company matching now searches site names too, and the primary-contact fallback reads live contacts

  • A technician renamed in your PSA is reconciled instead of going unmatched

Agents & Tools

  • Fixed copied agents refusing to save when they carried a tool Neo supplies at runtime — all held agents now save

  • Removed the 15-minute floor on time entries, and a time entry can no longer start before its ticket was created

  • Fixed approvals not resuming correctly after an in-place approval

  • An approval is scoped to the run's main ticket when the agent doesn't name one

  • "No approvers configured" now shows as an actionable configuration error instead of a failure

  • Runs that report a PSA write they never made are now caught, and simulated test-mode writes are labeled as such

  • A note update that would blank the note is now skipped and shown in Event History

  • An unmet conditional notification instruction now stays silent instead of announcing itself

  • Configuration search now flags low-confidence matches instead of hiding them

  • Fixed agents claiming they cannot see a technician's queue

  • Fixed chat answers from data analysis being misfiled and lost

  • A sandbox torn down mid-run is now recovered instead of failing the run

  • Fixed the Send Slack Message to Internal Team tool

  • Neo Support now edits agent instructions surgically instead of rewriting the whole text

  • Voice: ticket numbers with a dot are now spoken correctly

Chat & Teams

  • Long chat session titles no longer clip the delete icon

  • A support chat the customer already staffs is no longer re-welcomed

  • Teams channel auto-mapping is bounded and reports actionable setup errors

  • The Teams channel picker stays current with your channels

  • The Support Agent no longer calls a pending chained handoff broken

Dashboard

  • Fixed workflow saves double-sending the update

  • The Updated column on Agents & Workflows now shows the last configuration change

  • Fixed the top-up status line and its Manage button sharing a row

  • The agent instructions editor now stays inside its container