If you want assistance implementing any of these updates, please reach out to your account manager
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.