Sep 25, 2026

Changelog — Week of September 21, 2026

New features and improvements

Adjust with Neo now reaches the rest of the product: skills, intents, ticket filters (replacing Generate filters), every instructions box in the agent builder, and each triage field's instructions. On a saved agent you can now ask Neo to change a rule, check the instructions for gaps and contradictions, or turn on the tools and permissions the instructions need, with the credit impact spelled out.

Train and Closed Loop now propose the fix that actually applies: when an agent is missing a tool or an integration permission, they say so instead of only suggesting an instructions edit, and a fault in Neo itself is named as ours and offered for escalation. Every finished run log now ends with a Train prompt.

Added allowed and blocked PowerShell cmdlet lists on the Active Directory and Exchange integrations, and pre-approved RMM scripts that run without an approval prompt.
Added a setting to declare which ticket statuses can never be the destination of an automatic merge, so your own "Resolved" statuses are respected on every PSA.
Added internal-note settings (including Halo outcome and "ask for feedback") on every PSA's notes group.

Neo can now ask up to four questions at once, each with its own tappable options, answered in a single card in the dashboard and in Teams.
Neo Support can now start one of your workflows when you ask it to re-run tickets, and the API can start an agent on many tickets in one call, optionally ignoring the agent's ticket filter.

Added a Ticket Briefing template (requester, devices, possible duplicate, recurring and outage flags), and templates now build the permissions they need for whichever PSA you are on, including Syncro.

Agents handling very large records (long IT Glue or Hudu documents, big API responses) can now read any part of the result by path, search or range, and a write is held until the agent has actually read the file.
Agents now search your RMM script catalogue before handing endpoint work to a technician, and record what they found in the hand-off note.
Repetitive per-ticket PSA work is now batched into one script instead of one call per item, and PSA writes confirm exactly what was stored, so runs finish faster and cost fewer credits.

Dispatch now re-reads the technician's live calendar while it is still deciding, so a ticket is no longer given an owner but no booked time when someone else takes the slot.
Added an optional rule that skips an assignment when a technician moved the ticket to another status, board or team while Neo was deciding.

Added a Contracts permission group, so an agent can cover a new starter under a contract their company already holds.

Added Delete agent: remove a switched-off phone agent and release its number, after a confirmation showing the calls it received in the last 30 days.

Fixed workflows firing again on tickets created or updated days or weeks earlier, on busy tickets, after a ConnectWise audit-format change, and on merged Halo tickets.
Fixed a whole workflow failing when the merge step named a ticket outside its candidate list, or when a ticket carried very large custom-field or note content.
Fixed Verify Rules rejecting every valid calculated yes/no filter.
Fixed triage using the old client's pinned memories after moving a ticket to a different company.
Fixed time-entry agents triaging every entry on a ticket instead of only the ones their filter matched.

Fixed a run stopping and reporting success after an approval, leaving the rest of its work undone.
Fixed a run that failed before doing any work closing as successful with no retry.
Fixed retry being permanently refused on any ticket an agent had ever paused on for an approval.
Fixed a technician who pressed "Ask for changes" being asked the same approval again and again.
Fixed a batch of Halo actions being posted without approval when only part of the batch needed it, and a ServiceNow comment carrying field changes past a note-only permission.

Fixed dispatch refusing free slots and leaving tickets with no appointment time when a calendar had recurring or multi-day entries.
Fixed a ticket failing dispatch outright when the only problem was the best slot falling after the SLA deadline.
Fixed dispatch booking into time your rules reserve, such as a protected lunch window.
Fixed declining a dispatch escalation only parking it; "Don't auto-assign" now stops it for good.

Fixed the Activity list not refreshing on its own, so a running job kept a stale status until you hit Refresh.
Fixed simply opening an agent marking its instructions as unsaved.
Fixed a Neo Support chat pane stuck on "Thinking hard…" with no reply running.

Fixed the pre-booking conflict check silently failing for every tenant east of GMT, so Neo could book on top of an existing calendar block.
Fixed agents writing into the wrong custom field, and duplicate-ticket merges never completing.

Fixed "Use Client's Primary Contact if unable to Triage" never applying a contact.
Fixed end-user chat replies that Halo refused to post disappearing with nobody told; the refusal now reaches your inbox and names the settings that cause it.

Fixed one rejected custom-field value discarding an entire ticket update; the remaining fields are now written and you are emailed about the one that failed.

Fixed CW Automate syncs missing devices and then deleting live machines as stale, on-prem servers refusing every scheduled script, and a slow RMM running the same script two or three times.
Fixed manual organization mappings being ignored for RMM devices.

Fixed the GDAP connection looping with no explanation when a Global Administrator had not yet approved Neo; the checklist now sends you to the admin consent link.

Fixed calls being cut off about thirteen seconds after the caller stopped speaking.
Fixed the phone agent telling callers their ticket had failed when it only needed the company name spelled out.

Fixed the nightly PSA sync timing out for UK and EU tenants with large PSAs, leaving data stale.
Fixed Custom API connections failing for hours with an expired token.
Fixed a Hudu IP allow-list block being reported as a bad API key, and ticket attachments copied into IT Glue arriving corrupt.

Fixed the Problems tab marking a problem "Ready" when your desk had not connected the systems its steps use.
Fixed the Dispatch cost-analysis charts timing out on larger accounts.

Fixed credit-limit and forecast emails skipping owners and admins who never opted into product announcements.