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What's new in Neo No. 05, Oct 26, 2026

New integrations

  • Okta. Create and offboard Okta users, reset passwords and MFA, and assign apps per customer.
  • SonicWall. Report on every customer's firewalls, schedule firmware and restarts, and read rules.
  • 3CX. Add and remove users on each customer's 3CX as part of onboarding and offboarding.
  • Liongard. Turn new Liongard alerts into PSA tickets, and read each customer's alerts and changes.
  • Veeam Service Provider Console. Read each alarm and its job, retry it, check the next run and resolve the alarm.
  • Cove Data Protection. Read each device's sessions and errors, start backups through your RMM and flag reboots.
  • Axcient x360. Read each backup job, its runs and AutoVerify tests, and report what failed and why.
  • Adobe Admin Console. Create and remove Adobe users, assign and reclaim licences, and report seats per customer.
  • Acronis Email Security. Find a user's email, read its verdict, release it from quarantine, and block phishing.
  • Keepit. Read each connector's health and failed jobs, and start a backup after a fix.
  • Slide. Read each Slide alert and the backups since, and resolve what has recovered.
  • Nutanix. Read what each VM uses in Prism Central, and change CPU, memory and disks.
  • Datto Networking. Read each device's status, check-in, model and subscription, and reboot one.
  • Discord. Post messages and approval requests in your Discord channels and DMs, and read the answers.
  • SIGNL4. Raise SIGNL4 alerts for urgent tickets, and see when each was delivered and acknowledged.
  • usecure. Tell usecure's own emails from real phishing, keep learners in step, and read results.
  • Zorus. Count each customer's Zorus endpoints, and work the unblock requests your users send.
  • ArrowSphere. Add and remove seats, schedule cuts for the renewal date, and read licences.
  • Elevate. Add users with a licence, a number and an extension, and remove leavers.
  • Call Harbor. Read call history, queue and agent statistics, and manage users and devices.
  • Password Link. Share each new or reset password as a Password Link secret link.
  • Dayforce. Read each customer's Dayforce to start onboarding from the HR record.
  • HighLevel. Read and update contacts, businesses and opportunities, and send marked leads to your PSA.
  • ZOEY. Find the caller's account, services and bills, and make the change they confirm.
  • GeoCerts. Read your certificate orders, their status and expiry dates.
  • Crewhu. Read CSAT surveys, badges and prizes, and update contest results.
  • WorkTime. Read active, idle and productive time per technician, and report it.

Agents

New

  • Use Run now on a triggered agent with a test ticket that is in no PSA.
  • Connect an integration from an agent's Tools tab, without leaving the editor or losing changes.
  • Chase Customer instructions can now use when the ticket entered its current status.
  • AI Skills can retry a rejected AI answer, so one bad answer no longer fails a run.

Fixed

  • Neo now reviews every fact an agent run proposes to remember, and skips facts it already knows.
  • Ticket summaries now state only what the ticket notes say, with no invented causes or outcomes.
  • Ticket Triage now sets the title after the ticket type, so title prefixes match the new type.
  • Neo now refuses to create an agent with no trigger, which would never show or run.
  • M365 onboarding and offboarding templates no longer add a CentralReach step you do not use.
  • Ticket Triage now moves tickets off placeholder companies that your notes say to avoid.
  • Ticket Triage now follows your custom instructions over similar past tickets from the same company.
  • Notifications now reach every recipient in your set format, never as the raw agent output.
  • Ticket Triage now uses pinned company memories when it sets the company, title, description and due date.
  • Agent runs no longer fail when a brief network fault hits right after a step completes.
  • You no longer get a "run did not finish" email for an agent that is turned off.
  • Agents now see every To and CC address an email went to in the Send Email result.
  • Agent time entries on a ticket no longer overlap or appear before the reply they log.
  • Agents now read screenshots pasted inline in Halo and ConnectWise notes, and say when one could not be read.
  • A Web Fetch host saved as a full web address no longer stops the agent; saving now names the bad entry.
  • Agent runs no longer fail on tickets whose text holds certain broken characters.

Chat & Neo Support

Fixed

  • Neo Support chat now shows on every account, also where its agent was missing.
  • Neo Support chat now tells a new trial to connect a PSA instead of failing every message.
  • Neo Support now gives correct dashboard links to your agents, workflows and runs.
  • Neo Support now explains when an agent rule did not cover a ticket's type, without a needless escalation.
  • Neo Support no longer puts links in dashboard widgets or says a column is clickable.

Teams

Fixed

  • The allowed chats picker names each Teams group chat by its topic or members, not "Group chat".

Phone Agent

New

  • The Phone Agent warns callers who try to misuse it, and ends the call at the third strike.
  • The phone agent page shows a call-flow diagram and a setup checklist for each mode.

Fixed

  • Phone call sentiment now rates how the agent handled the call, with fewer wrong ratings.

Dispatch

Fixed

  • When 2 dispatches race for one slot, Neo books the next free opening, not an hour later.
  • Dispatch no longer skips tickets that only mention onsite work, unless your instructions say to.
  • Dispatch in "When unsure" mode no longer sends approval cards that ask nothing.
  • Dispatch no longer skips a ConnectWise technician as unsynced after a failed profile rebuild.
  • A long dispatch result in Teams now arrives as one message, its notice no longer posted separately.

Insights & reporting

New

  • Insights now sorts tickets into new categories such as SharePoint access, licence renewals and device retirement.
  • Arrange your data dashboards: drag a widget to any spot, resize it from its corner, or remove it.
  • Present a dashboard full screen, without menus or chat, for a meeting or a wall screen.

Fixed

  • Vertical bar charts on your dashboards no longer flicker at 125% or 150% display scaling.

Integrations

New

  • Filter IT Glue documents to show only the ones with restricted access.
  • With OpenText Secure Cloud, agents check Microsoft 365 quarantine and block senders for blocked-email tickets.

Fixed

  • ThreatLocker scripts can now read one client organization and get correct list totals.
  • Duo onboarding agents now sync a directory user themselves, without sending technicians to the portal.
  • SonicWall now connects on accounts where Network Security Manager shows as Firewalls.
  • Agents now get the filtered Hudu assets they ask for on a company, not the first page.
  • An Acronis sign-in blocked by Login control now tells you what to allow.
  • Uniview agent calls that pick fields no longer fail with an error.
  • Mimecast single-account API applications now connect, pass the save check and sync companies.
  • The SonicWall connection form now shows the region dropdown.
  • ThreatLocker agents now list computers across all managed organizations.
  • Agents now read the text of SharePoint files, PDF, Word and Excel included, in place of an empty result.
  • WatchGuard Cloud accounts now match to your PSA companies, so agents find the right client.

ConnectWise

New

  • Notify Ticket's Contact can now also email the people on the ConnectWise ticket's CC list.

Fixed

  • ConnectWise site triage rules that name the company or the ticket summary now apply.
  • Agents now read a company's agreements in ConnectWise without a not-found error.
  • ConnectWise CPQ agents now find and read quotes without failed requests when they copy quote lines.
  • Agents that book a technician's slot and set the owner no longer leave an extra undated schedule entry.

Autotask

Fixed

  • Dispatch now continues when Autotask time off cannot be read, and says it was not checked.

Halo

Fixed

  • Halo dispatch no longer fails the whole assign run when a workflow has appointment moves turned on.
  • Agents now link assets to Halo tickets that have no asset linked yet, without stopping.
  • Agents now read answers a customer types inline inside a quoted Halo email reply.
  • Agents now see every note on Halo tickets with more than 50 actions, the oldest included.

ServiceNow

Fixed

  • Agents no longer assign a ServiceNow ticket to someone outside its Assignment Group.
  • Agents can now set a ServiceNow ticket's assignment group, because they now see the group list.

RMM

Fixed

  • Kaseya VSA X: a script sent to a missing device now gives the agent a clear error it can act on.

Dashboard

New

  • The Integrations page groups vendors into 6 sections, and an agent's Tools tab uses the same ones.
  • Show a run in another language in English from the run page.

Fixed

  • Neo's messages and inbox items now name the real dashboard menus and tabs.
  • The Discord link in the Help menu and Teams welcome now gives you the verified customer role.
  • The Adjust with Neo button now fits label rows and its tooltip says why it is unavailable.

Billing

Fixed

  • The Billing page now says auto top-up packs recur on every monthly invoice until you remove them.
  • A planned plan change no longer disables your account or charges you twice.
  • MSPs who sign up through a Pax8 order now get their free trial and support chat set up.
  • Turning on auto top-up now buys credits at the next hourly check, so agents do not stay blocked.