FAQs

Neo Agent can automate a wide range of tickets, including user management tasks (password resets, access requests, mailbox delegation), ticket triage and categorization, and first-line support issues. The platform uses AI to identify patterns and suggest resolutions, even when ticket data might be incomplete or incorrectly entered.

Neo Agent is designed to be remarkably user-friendly, even for team members without technical automation experience. The platform features an intuitive interface where you can create and manage workflows through a simple point-and-click interface, rather than requiring complex coding or scripting knowledge.

Neo Agent seamlessly integrates with popular PSA tools like AutoTask and includes built-in connections to essential platforms like Microsoft 365 and IT documentation tools. The platform can execute custom scripts and workflows while maintaining your existing security protocols and permissions.

Yes, Neo Agent’s AI analyzes patterns across all tickets to identify repeated issues, even when they’re logged differently or have missing information. This helps MSPs proactively address systemic problems and improve service delivery. The platform can also generate custom reports to track these patterns over time.

Neo Agent maintains strict security protocols and integrates with your existing permission structures. The platform operates within your established security framework and can be configured to respect client-specific access controls and compliance requirements.

The onboarding process includes integration setup with your PSA tools, workflow customization, and training. Neo Agent’s team works with you to identify your top automation priorities and helps implement the most valuable workflows for your specific needs. The platform includes an onboarding fee that covers this comprehensive setup process.

MSPs using Neo Agent typically see significant improvements in ticket resolution times and resource utilization. The platform helps reduce the time spent on repetitive tasks by automating user management and ticket triage, allowing engineers to focus on more complex, value-adding activities. One MSP reported reducing their service desk team from nine to two staff members through automation and standardization.

NEO only makes the access to your data via the secure MS Teams Chatbot which is custom made for your organisation. There is no other way of accessing the data.

Neo Agent offers flexible pricing based on workflow executions rather than user count. For example, the platform starts at $1,000 monthly for up to 5,000 executions. This includes full access to all features and workflow automation capabilities, making it a cost-effective solution for growing MSPs.

Neo Agent integrates with documentation tools like IT Glue and can automatically reference relevant documentation when similar tickets arise. The platform can also suggest updates to documentation based on successful ticket resolutions, helping maintain current and accurate documentation.

Neo Agent serves as a virtual dispatcher by automatically categorizing and routing tickets based on type, priority, and required expertise. This eliminates the need for a dedicated dispatcher while ensuring tickets are properly assigned and prioritized according to your business rules and SLAs.