Documentation Index
Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
Use this file to discover all available pages before exploring further.
If you want assistance implementing any of these updates, please reach out to your account manager
Week of May 25, 2026
On-Prem PowerShell for ConnectWise Asio MSPs
Agents can now dispatch on-prem PowerShell (Active Directory and Exchange) on devices managed by ConnectWise Asio RMM — the same way they already do on NinjaOne, N-Sight, N-Central, and CW Automate. The next scheduled RMM sync re-maps your existing devices to the right PSA company so hostname lookups resolve automatically; ask us to trigger a manual resync if you want to roll this out faster.
Agents can now dispatch on-prem PowerShell (Active Directory and Exchange) on devices managed by ConnectWise Asio RMM — the same way they already do on NinjaOne, N-Sight, N-Central, and CW Automate. The next scheduled RMM sync re-maps your existing devices to the right PSA company so hostname lookups resolve automatically; ask us to trigger a manual resync if you want to roll this out faster.
Week of May 18, 2026
Auto Top-Up for Credits
Never have automations pause again when you hit your monthly credit limit. Turn on auto top-up in your dashboard Billing tab, and Neo will keep things running automatically — Starter customers get upgraded to Growth (one-time), and Growth or higher customers get a 5,000-credit pack ($750/month) added to their subscription. Off by default for all existing customers — opt in when you’re ready, and email your account manager anytime to remove a top-up pack.Subagent Fan-Out for Bulk Work
Agents can now split a workload into parallel slices — one subagent per cluster, per company, or per batch — and resume automatically when every slice is done. Each subagent runs its own agent loop in its own ephemeral sandbox, so independent work (SOP generation, per-tenant analysis, breadth-first audits) finishes in a fraction of the time it would take serially. Available on every agent — the agent decides when a job is a good fit for fanning out. Capped at 20 parallel subagents per dispatch to keep costs predictable.
Never have automations pause again when you hit your monthly credit limit. Turn on auto top-up in your dashboard Billing tab, and Neo will keep things running automatically — Starter customers get upgraded to Growth (one-time), and Growth or higher customers get a 5,000-credit pack ($750/month) added to their subscription. Off by default for all existing customers — opt in when you’re ready, and email your account manager anytime to remove a top-up pack.Subagent Fan-Out for Bulk Work
Agents can now split a workload into parallel slices — one subagent per cluster, per company, or per batch — and resume automatically when every slice is done. Each subagent runs its own agent loop in its own ephemeral sandbox, so independent work (SOP generation, per-tenant analysis, breadth-first audits) finishes in a fraction of the time it would take serially. Available on every agent — the agent decides when a job is a good fit for fanning out. Capped at 20 parallel subagents per dispatch to keep costs predictable.
Week of May 11, 2026
Rate Assistant Replies in Chat
Every assistant reply in a chat agent now has thumbs-up / thumbs-down buttons. Thumbs-up records a positive rating instantly; thumbs-down opens a quick form to pick a reason (e.g. Incorrect or incomplete, Style or tone, Safety or legal concern) and leave a short note. Ratings roll up on a new Chat feedback tab on the Feedback page — click a row to open the full conversation with the rated message highlighted, so you can see exactly what prompted the feedback. The page also got a full visual refresh.Web Fetch for Agents
Agents can now fetch and read pages from a curated set of public documentation hosts — Neo’s own docs, Microsoft Learn, and the major PSA / RMM / documentation vendor sites. HTML pages are converted to clean Markdown automatically so the agent gets only the content. Pre-enabled on the Neo Support Agent so it can answer “how do I configure X in Neo” by reading the live docs; opt-in elsewhere via a new Web Fetch tool you add to any agent’s toolbox. Per-agent settings let you extend the allowlist with your own runbook or KB hosts.Image Attachments in ServiceNow Tickets
Agents on ServiceNow now read image attachments on incidents — screenshots, error screens, asset photos — when generating AI summaries and making dispatch decisions. Inline images referenced in note text are resolved by sys_id, and any image attached to the incident is included in the ticket context. Available automatically for all ServiceNow tenants.Real Previews When Agents Run in Test Mode
Agents that use the sandbox (e.g. report builders, SOP writers, cross-client analyzers) now produce a real preview when run in test mode — they query Elastic, ITGlue, and the PSA, and write draft outputs to the test summary so you can see exactly what the agent would do. Writes that would touch your tenant’s data still return a clear
ServiceNow tenants can now build workflows that fire when a customer replies on a ticket or when a technician posts a customer-visible comment — the same Customer Replied and Technician Replied to Customer triggers that already work on ConnectWise, Autotask, and Halo. Internal work notes stay internal and don’t trigger any agent. Existing tenants pick up the new behavior on their next reconnect.ServiceNow Now Covers Every Ticket Type
Agents now work with every task-family record in ServiceNow, not just incidents — requests, request items, catalog tasks, change requests, and problems all flow through Neo with the same triage, notes, time-entry, and state-transition capabilities. Workflow triggers can be scoped to specific types via the new Ticket Type filter in the rules-builder (e.g., “fire on incidents and changes only”). The webhook Business Rule now lives on the parent
Agents on ServiceNow can now update time entry fields — note, hours, billable flag, and category. Useful for time QA workflows that correct duration, rewrite notes, or flag billable work after the fact. Available automatically for all ServiceNow tenants; the billable flag and category fields apply to tenants that have added the corresponding columns on
Agents on ServiceNow can now look up CMDB configuration items the same way they do on ConnectWise, Autotask, and Halo — by assigned user, name, serial number, or parent CI. This lets workflows tie tickets to the right device when running remediations or pulling asset context. Available automatically for all ServiceNow tenants. Update Ticket Fields for ServiceNow
Agents on ServiceNow can now update ticket fields the same way they do on ConnectWise, Autotask, and Halo — status, priority, urgency, impact, assignment group, category, subcategory, CMDB CI, short description, description, resolution code, and close notes. Configure which fields agents may update under the Update Ticket Fields tool settings, and Neo handles the rest, including looking up the right sys_id or choice code before writing. Resolution code and close notes can be set alongside a state change so the agent satisfies ServiceNow’s stock “close info required when resolved or closed” data policy in one update. Available automatically for all ServiceNow tenants.Merge Tickets for ServiceNow
Agents on ServiceNow can now merge duplicate incidents — the duplicate is flagged as
Agents on ServiceNow can now create new sys_user records and deactivate existing ones — useful for new-hire onboarding and offboarding workflows where the contact lifecycle should mirror the user’s status in your directory. Deactivation flips the
Agents on ServiceNow can now log time on incidents and other task records — writing a
Chat sessions in the Neo Support widget and the full Chat page now get a short descriptive title generated from your first message — no more walls of “Untitled” in the sidebar. The title appears within about a second of sending, usually before the assistant has finished its first reply, and you can still rename any session manually at any time.
Every assistant reply in a chat agent now has thumbs-up / thumbs-down buttons. Thumbs-up records a positive rating instantly; thumbs-down opens a quick form to pick a reason (e.g. Incorrect or incomplete, Style or tone, Safety or legal concern) and leave a short note. Ratings roll up on a new Chat feedback tab on the Feedback page — click a row to open the full conversation with the rated message highlighted, so you can see exactly what prompted the feedback. The page also got a full visual refresh.Web Fetch for Agents
Agents can now fetch and read pages from a curated set of public documentation hosts — Neo’s own docs, Microsoft Learn, and the major PSA / RMM / documentation vendor sites. HTML pages are converted to clean Markdown automatically so the agent gets only the content. Pre-enabled on the Neo Support Agent so it can answer “how do I configure X in Neo” by reading the live docs; opt-in elsewhere via a new Web Fetch tool you add to any agent’s toolbox. Per-agent settings let you extend the allowlist with your own runbook or KB hosts.Image Attachments in ServiceNow Tickets
Agents on ServiceNow now read image attachments on incidents — screenshots, error screens, asset photos — when generating AI summaries and making dispatch decisions. Inline images referenced in note text are resolved by sys_id, and any image attached to the incident is included in the ticket context. Available automatically for all ServiceNow tenants.Real Previews When Agents Run in Test Mode
Agents that use the sandbox (e.g. report builders, SOP writers, cross-client analyzers) now produce a real preview when run in test mode — they query Elastic, ITGlue, and the PSA, and write draft outputs to the test summary so you can see exactly what the agent would do. Writes that would touch your tenant’s data still return a clear
[TEST MODE] blocked response, and MS Graph plus Exchange stay fully stubbed, so test runs remain safe. Available automatically for all agentic workflows.Workflows Triggered by ServiceNow CommentsServiceNow tenants can now build workflows that fire when a customer replies on a ticket or when a technician posts a customer-visible comment — the same Customer Replied and Technician Replied to Customer triggers that already work on ConnectWise, Autotask, and Halo. Internal work notes stay internal and don’t trigger any agent. Existing tenants pick up the new behavior on their next reconnect.ServiceNow Now Covers Every Ticket Type
Agents now work with every task-family record in ServiceNow, not just incidents — requests, request items, catalog tasks, change requests, and problems all flow through Neo with the same triage, notes, time-entry, and state-transition capabilities. Workflow triggers can be scoped to specific types via the new Ticket Type filter in the rules-builder (e.g., “fire on incidents and changes only”). The webhook Business Rule now lives on the parent
task table, so non-incident events reach Neo in real time. Existing tenants get the upgrade on their next reconnect.Update Time Entry Fields for ServiceNowAgents on ServiceNow can now update time entry fields — note, hours, billable flag, and category. Useful for time QA workflows that correct duration, rewrite notes, or flag billable work after the fact. Available automatically for all ServiceNow tenants; the billable flag and category fields apply to tenants that have added the corresponding columns on
task_time_worked.
Find Configurations for ServiceNowAgents on ServiceNow can now look up CMDB configuration items the same way they do on ConnectWise, Autotask, and Halo — by assigned user, name, serial number, or parent CI. This lets workflows tie tickets to the right device when running remediations or pulling asset context. Available automatically for all ServiceNow tenants. Update Ticket Fields for ServiceNow
Agents on ServiceNow can now update ticket fields the same way they do on ConnectWise, Autotask, and Halo — status, priority, urgency, impact, assignment group, category, subcategory, CMDB CI, short description, description, resolution code, and close notes. Configure which fields agents may update under the Update Ticket Fields tool settings, and Neo handles the rest, including looking up the right sys_id or choice code before writing. Resolution code and close notes can be set alongside a state change so the agent satisfies ServiceNow’s stock “close info required when resolved or closed” data policy in one update. Available automatically for all ServiceNow tenants.Merge Tickets for ServiceNow
Agents on ServiceNow can now merge duplicate incidents — the duplicate is flagged as
parent_incident of the surviving incident, marked Canceled, and labeled with close_code = Duplicate so reporting still surfaces the relationship. Only incidents support merge today (other task subclasses don’t have the parent_incident field); the agent returns a clear error for non-incidents. Available automatically for all ServiceNow tenants.Create and Deactivate Contacts for ServiceNowAgents on ServiceNow can now create new sys_user records and deactivate existing ones — useful for new-hire onboarding and offboarding workflows where the contact lifecycle should mirror the user’s status in your directory. Deactivation flips the
active flag rather than deleting the record, so historical tickets and time entries stay linked. Available automatically for all ServiceNow tenants.Add Time Entry for ServiceNowAgents on ServiceNow can now log time on incidents and other task records — writing a
task_time_worked row keyed to the configured Neo resource. The same tool optionally sends a customer-facing reply and powers the Agents Performance dashboard’s saved-time analytics. Non-billable entries map to a u_is_billable=false column for tenants that have added it (others see a no-op). Available automatically for all ServiceNow tenants.Auto-Named Chat SessionsChat sessions in the Neo Support widget and the full Chat page now get a short descriptive title generated from your first message — no more walls of “Untitled” in the sidebar. The title appears within about a second of sending, usually before the assistant has finished its first reply, and you can still rename any session manually at any time.
Week of May 4, 2026
Schedule License Changes at Renewal
Purchase License and Cancel License tools can now defer seat changes to the subscription’s next renewal date instead of applying immediately. Useful for renewal-day workflows and for downsizes that fall outside Microsoft NCE’s 7-day window. Supported via API on Ingram Micro and Microsoft Partner Center; for Pax8, D&H, and Sherweb, the agent will suggest scheduling the workflow itself to run on renewal day. Agents can also align the renewal date to the end of the calendar month or to the existing subscription anniversary on Ingram Micro.
Purchase License and Cancel License tools can now defer seat changes to the subscription’s next renewal date instead of applying immediately. Useful for renewal-day workflows and for downsizes that fall outside Microsoft NCE’s 7-day window. Supported via API on Ingram Micro and Microsoft Partner Center; for Pax8, D&H, and Sherweb, the agent will suggest scheduling the workflow itself to run on renewal day. Agents can also align the renewal date to the end of the calendar month or to the existing subscription anniversary on Ingram Micro.
Week of Apr 27, 2026
Redesigned Template Picker
A cleaner Create from template dialog — every workflow and agent now has a plain-English name, a one-line tagline, and a scope meter showing how much it handles end-to-end. Integration requirements are grouped by category so you can satisfy them with any vendor that fits (e.g. Hudu or IT Glue, NinjaOne or Datto), and the picker auto-collapses to the integrations your tenant already uses instead of listing alternatives that don’t apply.
A cleaner Create from template dialog — every workflow and agent now has a plain-English name, a one-line tagline, and a scope meter showing how much it handles end-to-end. Integration requirements are grouped by category so you can satisfy them with any vendor that fits (e.g. Hudu or IT Glue, NinjaOne or Datto), and the picker auto-collapses to the integrations your tenant already uses instead of listing alternatives that don’t apply.
Week of Apr 20, 2026
Full API Coverage for ConnectWise Asio
Agents now have access to the full ConnectWise Asio v2.5.7 API — tickets and notes, companies and sites, contacts, custom fields, policies, patching, incidents, alerts, backup dashboard, network devices, and mappings. Fourteen permission groups let you control exactly what agents can read and write, with write access opt-in per area. Existing integrations keep their current access until you enable the new groups in Agent Settings.
Agents now have access to the full ConnectWise Asio v2.5.7 API — tickets and notes, companies and sites, contacts, custom fields, policies, patching, incidents, alerts, backup dashboard, network devices, and mappings. Fourteen permission groups let you control exactly what agents can read and write, with write access opt-in per area. Existing integrations keep their current access until you enable the new groups in Agent Settings.
Week of Apr 13, 2026
Full API Coverage for N-sight RMM
Agents now have access to the N-sight RMM Data Extraction API — clients, devices, asset details, software inventory, monitoring checks, and scheduled task execution. Permission groups let you control exactly what agents can read and run, with automatic technician approval enforcement for task execution. Available for all PSA types.Full API Coverage for N-Central RMM
Agents now have access to the N-able N-central REST API — service orgs and customers, devices and custom properties, hardware and software inventory, active issues, and scheduled tasks including ad-hoc script execution. Five permission groups let you control exactly what agents can read and run, with automatic technician approval enforcement for any script execution. Available for all PSA types.
Agents now have access to the N-sight RMM Data Extraction API — clients, devices, asset details, software inventory, monitoring checks, and scheduled task execution. Permission groups let you control exactly what agents can read and run, with automatic technician approval enforcement for task execution. Available for all PSA types.Full API Coverage for N-Central RMM
Agents now have access to the N-able N-central REST API — service orgs and customers, devices and custom properties, hardware and software inventory, active issues, and scheduled tasks including ad-hoc script execution. Five permission groups let you control exactly what agents can read and run, with automatic technician approval enforcement for any script execution. Available for all PSA types.
Week of Apr 6, 2026
Full API Coverage for DattoRMM
Agents now have access to the full DattoRMM API — devices, sites, alerts, jobs, components, and audit data. Permission groups let you control exactly what agents can read and write, with automatic technician approval enforcement for job execution. Available for all PSA types.
Agents now have access to the full DattoRMM API — devices, sites, alerts, jobs, components, and audit data. Permission groups let you control exactly what agents can read and write, with automatic technician approval enforcement for job execution. Available for all PSA types.
Week of Mar 30, 2026
ScalePad Integration
Agents can now interact with ScalePad across all four modules — Core, Lifecycle Manager, ControlMap, and Quoter. Read client data, manage meeting notes, query compliance health, and work with quotes directly from your workflows. Configure ScalePad in the Integrations page with your API key.Hudu Procedures & Assets Now Searchable
Neo now syncs procedures and assets from Hudu alongside knowledge base articles. Agents can search across all three content types when resolving tickets, giving them access to step-by-step process documentation and structured asset data.
Agents can now interact with ScalePad across all four modules — Core, Lifecycle Manager, ControlMap, and Quoter. Read client data, manage meeting notes, query compliance health, and work with quotes directly from your workflows. Configure ScalePad in the Integrations page with your API key.Hudu Procedures & Assets Now Searchable
Neo now syncs procedures and assets from Hudu alongside knowledge base articles. Agents can search across all three content types when resolving tickets, giving them access to step-by-step process documentation and structured asset data.
Week of Mar 16, 2026
Dispatch Workload Lookback in Business Days
Dispatch workflows can now measure technician workload using business days (Monday–Friday) instead of calendar days, giving a more accurate picture for teams that don’t work weekends.Full API Coverage for Autotask and Halo PSA
Agents now have access to the full Autotask and Halo PSA APIs, enabling custom actions across all entities — tickets, contacts, projects, and more. This brings Autotask and Halo to the same level of flexibility previously available for ConnectWise.SLA Deadlines Enforced in Dispatch Scheduling
Dispatch now ensures tickets are always scheduled before their SLA deadline — time slots past the deadline are excluded from consideration entirely, preventing SLA violations at the source.
Dispatch workflows can now measure technician workload using business days (Monday–Friday) instead of calendar days, giving a more accurate picture for teams that don’t work weekends.Full API Coverage for Autotask and Halo PSA
Agents now have access to the full Autotask and Halo PSA APIs, enabling custom actions across all entities — tickets, contacts, projects, and more. This brings Autotask and Halo to the same level of flexibility previously available for ConnectWise.SLA Deadlines Enforced in Dispatch Scheduling
Dispatch now ensures tickets are always scheduled before their SLA deadline — time slots past the deadline are excluded from consideration entirely, preventing SLA violations at the source.
Week of Mar 9, 2026
ITGlue Flexible Assets Now Searchable
Flexible assets from ITGlue (such as device configurations, network diagrams, and custom asset records) are now synced and searchable alongside your other documentation. Neo can surface relevant flexible asset content when resolving tickets.ConnectWise Contact Notes in Workflow Context
Contact notes stored in ConnectWise (such as VIP handling instructions or special communication preferences) are now automatically included when Neo processes tickets. No configuration needed — all workflows and agents benefit automatically.Microsoft 365 Mail & Audit Access
Two new M365 permission groups are now available in agent settings: Mail (read mailbox settings and send emails with technician approval) and Audit & Reports (access sign-in logs, directory audit events, and provisioning reports).Dispatch Filter by Company Team
Dispatch workflows can now be configured to only consider technicians who belong to the ticket’s company team in your PSA. This is useful for MSPs that assign dedicated teams per client and want dispatch to respect that structure automatically.Clickable Links in Halo PSA Notes
URLs included in notes written to Halo PSA (such as resolution summaries and suggestions) are now rendered as clickable hyperlinks instead of plain text, making it easier for technicians to follow references directly from the ticket.
Flexible assets from ITGlue (such as device configurations, network diagrams, and custom asset records) are now synced and searchable alongside your other documentation. Neo can surface relevant flexible asset content when resolving tickets.ConnectWise Contact Notes in Workflow Context
Contact notes stored in ConnectWise (such as VIP handling instructions or special communication preferences) are now automatically included when Neo processes tickets. No configuration needed — all workflows and agents benefit automatically.Microsoft 365 Mail & Audit Access
Two new M365 permission groups are now available in agent settings: Mail (read mailbox settings and send emails with technician approval) and Audit & Reports (access sign-in logs, directory audit events, and provisioning reports).Dispatch Filter by Company Team
Dispatch workflows can now be configured to only consider technicians who belong to the ticket’s company team in your PSA. This is useful for MSPs that assign dedicated teams per client and want dispatch to respect that structure automatically.Clickable Links in Halo PSA Notes
URLs included in notes written to Halo PSA (such as resolution summaries and suggestions) are now rendered as clickable hyperlinks instead of plain text, making it easier for technicians to follow references directly from the ticket.
Week of Mar 2, 2026
Agent-Generated Reports & Artifacts
Agents can now generate persistent reports and analyses that appear as viewable documents in the dashboard. Results are saved as formatted reports rather than buried in execution logs — useful for scheduled analysis tasks, summaries, or any agent that produces structured output.Sherweb Marketplace Integration
Sherweb is now supported as a marketplace integration alongside Pax8 and Ingram Micro. Neo agents can buy and remove Sherweb subscription seats automatically as part of user onboarding and offboarding workflows.Company Territory Filter for ConnectWise
Workflow filters can now target tickets by the company’s territory in ConnectWise, making it easy to route or handle tickets differently based on geographic or organisational territory assignments.Agents Can Now Run Without a Ticket
Agents can now run scheduled tasks that aren’t tied to a specific ticket — useful for proactive monitoring, reporting, or any automation that should run on a schedule rather than in response to a ticket event.Retrieve Billing Charges from Autotask Tickets
Agents can now look up the billing charges attached to an Autotask ticket, giving workflows access to detailed cost and billing information when needed.20 New Updatable Ticket Fields
Agents can now update a significantly broader set of ticket fields across ConnectWise (type, subtype, agreement, due date), Autotask (ticket type, issue type, sub-issue, category, contract), and Halo (ticket type, categories, team, impact, urgency). Workflows that keep ticket data accurate automatically can now go much further.Halo Email CC List
Halo workflows can now set and update the CC email list on tickets — both as a triage action where Neo determines the right recipients based on custom instructions, and as a direct update field. This ensures the right people are always copied on notifications without manual intervention.Smarter Company Search & More Triage Fields
Agent company lookups now support searching by contact email, contact name, site name, or company ID — not just company name. Triage actions also gained support for new fields including ConnectWise Team, Autotask Line of Business, and company reassignment.
Agents can now generate persistent reports and analyses that appear as viewable documents in the dashboard. Results are saved as formatted reports rather than buried in execution logs — useful for scheduled analysis tasks, summaries, or any agent that produces structured output.Sherweb Marketplace Integration
Sherweb is now supported as a marketplace integration alongside Pax8 and Ingram Micro. Neo agents can buy and remove Sherweb subscription seats automatically as part of user onboarding and offboarding workflows.Company Territory Filter for ConnectWise
Workflow filters can now target tickets by the company’s territory in ConnectWise, making it easy to route or handle tickets differently based on geographic or organisational territory assignments.Agents Can Now Run Without a Ticket
Agents can now run scheduled tasks that aren’t tied to a specific ticket — useful for proactive monitoring, reporting, or any automation that should run on a schedule rather than in response to a ticket event.Retrieve Billing Charges from Autotask Tickets
Agents can now look up the billing charges attached to an Autotask ticket, giving workflows access to detailed cost and billing information when needed.20 New Updatable Ticket Fields
Agents can now update a significantly broader set of ticket fields across ConnectWise (type, subtype, agreement, due date), Autotask (ticket type, issue type, sub-issue, category, contract), and Halo (ticket type, categories, team, impact, urgency). Workflows that keep ticket data accurate automatically can now go much further.Halo Email CC List
Halo workflows can now set and update the CC email list on tickets — both as a triage action where Neo determines the right recipients based on custom instructions, and as a direct update field. This ensures the right people are always copied on notifications without manual intervention.Smarter Company Search & More Triage Fields
Agent company lookups now support searching by contact email, contact name, site name, or company ID — not just company name. Triage actions also gained support for new fields including ConnectWise Team, Autotask Line of Business, and company reassignment.
Week of Feb 16, 2026
Ingram Micro Cloud Marketplace Integration
Ingram Micro is now supported as a marketplace integration alongside Pax8 and D&H. Neo agents can manage M365 license purchases and cancellations directly through Ingram Micro as part of onboarding and offboarding workflows.Exchange Hybrid Support
Environments running a mix of on-premises Exchange and Exchange Online are now supported. Agents can route mailbox operations to the right environment automatically — cloud by default, with the option to target on-prem Exchange for actions like enabling remote mailboxes.Schedule Workflows for a Future Date & Time
Agents can now schedule a workflow to run at a specific future date and time. This enables automation that needs to happen later — such as following up after a maintenance window or triggering an action at the start of the next business day.Create Calendar Entries & Schedule Appointments
Agents can now create schedule entries, service calls, and appointments directly in your PSA (ConnectWise, Autotask, and Halo) as part of a workflow — useful for booking follow-up visits or blocking time for planned work.Annual vs Monthly Billing for License Purchases
When buying or cancelling licenses through a marketplace (Pax8, Microsoft Partner Center, D&H), workflows can now specify whether to target annual or monthly subscriptions. This supports mixed billing arrangements — for example, buying the majority of seats annually and the remainder monthly.Get Installed Software from Devices
Agents can now retrieve the list of software installed on a device from your RMM, making it easier to check for required or unauthorised applications as part of a workflow.Halo Outcomes in Notify Workflows
When using the Notify action in a Halo workflow, the outcome can now be set on the ticket at the same time. This removes an extra step and keeps ticket status accurate after the notification is sent.
Ingram Micro is now supported as a marketplace integration alongside Pax8 and D&H. Neo agents can manage M365 license purchases and cancellations directly through Ingram Micro as part of onboarding and offboarding workflows.Exchange Hybrid Support
Environments running a mix of on-premises Exchange and Exchange Online are now supported. Agents can route mailbox operations to the right environment automatically — cloud by default, with the option to target on-prem Exchange for actions like enabling remote mailboxes.Schedule Workflows for a Future Date & Time
Agents can now schedule a workflow to run at a specific future date and time. This enables automation that needs to happen later — such as following up after a maintenance window or triggering an action at the start of the next business day.Create Calendar Entries & Schedule Appointments
Agents can now create schedule entries, service calls, and appointments directly in your PSA (ConnectWise, Autotask, and Halo) as part of a workflow — useful for booking follow-up visits or blocking time for planned work.Annual vs Monthly Billing for License Purchases
When buying or cancelling licenses through a marketplace (Pax8, Microsoft Partner Center, D&H), workflows can now specify whether to target annual or monthly subscriptions. This supports mixed billing arrangements — for example, buying the majority of seats annually and the remainder monthly.Get Installed Software from Devices
Agents can now retrieve the list of software installed on a device from your RMM, making it easier to check for required or unauthorised applications as part of a workflow.Halo Outcomes in Notify Workflows
When using the Notify action in a Halo workflow, the outcome can now be set on the ticket at the same time. This removes an extra step and keeps ticket status accurate after the notification is sent.
Week of Feb 9, 2026
Add Products to Tickets
Agents can now search your PSA product catalogue and add products or items to a ticket as part of a workflow. This works across ConnectWise, Autotask, and Halo, and appends products without overwriting existing ones.Conditional Access Policy Management for Microsoft Entra
Agents can now list, view, create, update, and delete Conditional Access policies in Microsoft Entra as part of a workflow. Write operations require technician approval before changes are made.Inverted Workflow Filters
Workflow filters can now use “is not related to” logic — for example, routing tickets that are not related to a specific topic or configuration item to a different workflow. This makes it easier to build exclusion rules without creating separate workflows for every case.
Agents can now search your PSA product catalogue and add products or items to a ticket as part of a workflow. This works across ConnectWise, Autotask, and Halo, and appends products without overwriting existing ones.Conditional Access Policy Management for Microsoft Entra
Agents can now list, view, create, update, and delete Conditional Access policies in Microsoft Entra as part of a workflow. Write operations require technician approval before changes are made.Inverted Workflow Filters
Workflow filters can now use “is not related to” logic — for example, routing tickets that are not related to a specific topic or configuration item to a different workflow. This makes it easier to build exclusion rules without creating separate workflows for every case.
Week of Feb 2, 2026
Assign Ticket to Technician
Agents can now assign tickets to specific technicians directly as part of a workflow, with optional technician approval before ownership changes. This enables automated assignment based on expertise, availability, or custom rules.Find PSA Companies
Agents can now search for companies in your PSA by name, making it easier to look up and act on company records as part of multi-step workflows.Halo Configuration Item Retrieval
Agents can now search and retrieve configuration items (assets) from Halo PSA, matching on user, last login, and asset attributes. This brings Halo asset lookup to the same level as ConnectWise and Autotask.Halo Multi-Level Category Triage
Triage workflows for Halo can now classify tickets across all four category levels (Category 1–4), keeping ticket categorisation accurate and consistent without manual input.Smarter Time-Based Escalation
Time-based escalation workflows can now monitor specific fields — such as status, owner, or board/queue — before deciding whether to escalate. If the ticket has already been updated in the monitored field, escalation is skipped automatically.
Agents can now assign tickets to specific technicians directly as part of a workflow, with optional technician approval before ownership changes. This enables automated assignment based on expertise, availability, or custom rules.Find PSA Companies
Agents can now search for companies in your PSA by name, making it easier to look up and act on company records as part of multi-step workflows.Halo Configuration Item Retrieval
Agents can now search and retrieve configuration items (assets) from Halo PSA, matching on user, last login, and asset attributes. This brings Halo asset lookup to the same level as ConnectWise and Autotask.Halo Multi-Level Category Triage
Triage workflows for Halo can now classify tickets across all four category levels (Category 1–4), keeping ticket categorisation accurate and consistent without manual input.Smarter Time-Based Escalation
Time-based escalation workflows can now monitor specific fields — such as status, owner, or board/queue — before deciding whether to escalate. If the ticket has already been updated in the monitored field, escalation is skipped automatically.
Jan 16, 2026
AD & Entra ID actions, SMS, TimeZest, and External APIs
Microsoft Active Directory (On-Prem) ActionsDirect actions in on-prem Active Directory are now supported, including creating users, updating attributes, and managing group membership. This removes repetitive AD admin work from technicians and helps keep changes consistent.Microsoft Entra ID (M365) – User Management
End-to-end user management in Microsoft Entra ID is supported - from creating and updating users to managing licenses, groups, roles, and mailbox actions. This goes beyond joiner workflows and supports ongoing user and access management. You can start quickly using the Onboard user in Microsoft Office 365 template.Send SMS from Neo
SMS messaging can now be triggered as part of workflows, making it easier to handle time-sensitive communication such as reminders, status updates, or urgent notifications.TimeZest Integration
Scheduling can be handled automatically through TimeZest, reducing back-and-forth between technicians and end users. You can start with a TimeZest scheduling template and customise as needed.External API Requests
Authenticated API requests to external systems are now supported, allowing custom tools, internal platforms, or unsupported vendors to be integrated directly into workflows.