Gary Eastwood

Created Viewer + Run Only Permission Created Per-user credit limits for shared chat agents Created Option to keep chat-created records authored by Neo Commented on OpenText / AppRiver IntegrationWe're also using this as a marketplace for provisioning licences Upvoted OpenText / AppRiver Integration Commented on Veeam IntegrationWe use the Veeam Service Provider Console to manage our Cloud Connect as well as VBR/Enterprise Manager, so an integration into both would let us dig into and potentially also automate updating tenants based on requests Upvoted Veeam Integration Upvoted Datto AV Integration Commented on O365/Hybrid/Non-Hybrid ClientsOne way around it could be to create recurring tickets (weekly / monthly depending on how fast you’re changing your client infrastructure), in your PSA that force Neo to perform some kind of action in the required domain - create and delete a test account or something, if it can’…Commented on O365/Hybrid/Non-Hybrid ClientsI’ve built into Neo a loopback process for Tool Failures where it flags tickets for review for itself where something hasn’t worked the way it was expected to - unable to add AD user for example, because AD has been decommissioned. In the review a second agent that is filtered do…Created Merge Action Status Filter Created Sophos Central (Partner) Integration Created Ticket Merge Notification Improvement Created Dispatch Agent Selection by Entra Group Created Merge Smart Action Notification Rules Created Neo Support + Insights Problem Maps Created Company Groups Created User Verification: MFA Push Upvoted Technician-in-the-Loop dispatch: auto-escalate to the next tech if no response within X minutes Commented on Chase customer options based on when ticket was placed into statusHi Alex, I got this working in Neo with the help of an Autotask Workflow rule. Workflow Rule event: Idle for 1 Business Day Condition: Status = Waiting Customer AND Queue In List <Technical Queue List> Updates: Status = Customer Chase Required Then in Neo There are 2 workflows: W…Upvoted Chase customer options based on when ticket was placed into status Commented on TILs getting edited by neo removing valuable data on what it does or plans to doI’d like to second this. It’s very helpful to understand the context of the approval or rejection after it’s been actioned so we can ensure staff are trained appropriately if they approve something they shouldn’t, but also for future training of Neo on rejections Upvoted TILs getting edited by neo removing valuable data on what it does or plans to do Created Autotask Contract Write Permissions