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NeoAgent Documentation

website·Indexed 34 days ago

https://docs.neoagent.io

Documentation for NeoAgent, an AI agent platform for MSP workflows. Includes guides on creating and managing skills, built-in tools for communication (Slack, Teams, SMS, Email), documentation API integrations (ITGlue, Hudu, Confluence, SharePoint), Microsoft 365 management tools, and PSA ticket management capabilities.

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What's inside NeoAgent

  1. Overview of the Get Technician Context tool

    The Get Technician Context tool provides a structured snapshot of technicians to help dispatch agents make assignment decisions. It aggregates data on who is working, their current workload, and their expertise. It supports both ticket-triggered runs (where the technician pool can be derived from the ticket's company or board team) and scheduled ticketless sweeps (which require an explicit list of technicians).

  2. Overview of Ticket Dispatch (Suggest Technician)

    The Ticket Dispatch action recommends a technician to handle a ticket by analyzing ticket requirements (content, priority, complexity), technician availability (calendars, working hours, status), expertise (past similar tickets), current workload, and existing client relationships.

    Crucial Implementation Detail: This action only suggests a technician. To actually perform the assignment in the PSA, you must follow this action with either the Assign Ticket to Technician action or the Update Ticket Fields action. If neither is added, the workflow operates as a suggestion-only dispatcher, and the execution logs will indicate "No change was written to the PSA".

  3. Overview of Marketplace Automation Capabilities

    Neo Agent allows MSPs to manage SaaS licensing and automate provisioning checks across supported platforms including Pax8, D&H Cloud Marketplace, Ingram Micro Cloud Marketplace, Sherweb, and Microsoft Partner Center. Key automation capabilities include:

    • Purchasing or canceling license seats for specific subscriptions.
    • Assigning or unassigning licenses during user lifecycle events.
    • Adjusting license seat counts during onboarding and offboarding.
    • Syncing product and subscription data to drive automated checks.

  4. Overview of connecting M365 tenants via GDAP

    Granular Delegated Admin Privileges (GDAP) allow MSPs to consent to the Neo app across customer tenants centrally. Once connected, Neo operates in the tenant via app-only access. A key distinction from Direct Consent is that resetting an administrator's password requires the optional Privileged Authentication Administrator grant; ordinary-user resets do not require this additional role.

  5. Overview of Confluence API tool capabilities

    The Confluence API tool allows Neo agents to interact with the Atlassian Confluence Cloud REST API. It is automatically enabled when Confluence permissions are configured in an agent workflow. Key capabilities include:

    • Listing spaces (knowledge bases, global, and personal).
    • Fetching page content in storage XHTML or Atlassian Document Format (ADF).
    • Creating, updating, and deleting pages and blogposts.
    • Managing attachments (upload, download, delete).
    • Managing labels on pages and spaces.
    • Creating comments on pages.
    • Resolving user profiles and @mentions.
    • Performing CQL (Confluence Query Language) searches across accessible content.

  6. Overview of the External API Request tool

    The External API Request tool enables an agent to call external APIs, webhooks, or internal services during ticket processing. It leverages 'Custom API connections' configured on the Integrations page, allowing the agent to perform GET, POST, PUT, PATCH, or DELETE requests using stored credentials (API keys, Bearer tokens, Basic Auth, or OAuth 2.0). This tool is specifically designed for integrating systems that Neo does not natively support.

  7. Overview of Execute PowerShell (Exchange) tool

    The Execute PowerShell (Exchange) tool allows a Neo Agent to generate and run validated PowerShell scripts against Exchange Online (cloud tenants) or on-premises Exchange Server (via RMM). It is used for operations not covered by higher-level M365 tools, such as detailed mailbox statistics, transport rules, retention policies, and bulk recipient changes. Key capabilities include managing mailboxes, configuring permissions (full access, send-as), setting up email forwarding, managing distribution groups, and running compliance/auditing operations.

  8. Overview of Microsoft Teams Technician Mapping

    The Microsoft Teams — Technician Mapping integration connects Neo to your service desk's Microsoft 365 tenant (not client tenants). It provides three primary capabilities:

    1. Identity Mapping: Links technicians to Microsoft accounts so chat agents can recognize users, assign tickets to them, and record time entries under the correct PSA name.
    2. Profile Photos: Automatically displays a technician's Microsoft profile photo on relayed ticket reply cards in the end-user Teams bot.
    3. Live Availability: Optionally feeds Teams presence (Away, Offline, Out of Office) and Teams Shifts rota data into Ticket Dispatch to prevent assigning work to unavailable technicians.

  9. Overview of Neo RMM Integrations

    Connecting an RMM tool to Neo provides visibility into registered devices and scripts. This allows Neo to suggest relevant scripts to technicians or execute scripts directly against devices to automate issue remediation. Neo automatically links synced devices to their corresponding PSA company. Multiple RMMs can be connected simultaneously (e.g., during a migration or using a secondary tool like ScreenConnect), with each maintaining independent credentials and sync status.

  10. Overview of ThreatLocker API capabilities for Neo agents

    The ThreatLocker API tool allows Neo agents to interact with the ThreatLocker Portal API to manage computers, applications, policies, and software-approval requests. Key capabilities include:

    • Finding pending approval requests for 'app won't run' tickets.
    • Approving or denying pending software-approval requests (requires technician approval).
    • Looking up computers, computer groups, and online status.
    • Looking up observed applications and application files.
    • Viewing and editing allowlist, Config Manager, and network access policies (requires technician approval).
    • Enumerating ThreatLocker organizations for customer scoping.

  11. Overview of ITGlue API tool for Neo agents

    The ITGlue API tool provides Neo agents with direct access to the IT Glue REST API to read, create, update, and delete resources such as documents, configurations, flexible assets, contacts, and passwords during ticket resolution. The tool is automatically enabled once ITGlue permissions are configured in the agent workflow. To ensure accuracy, Neo resolves IT Glue organizations to their PSA company by ID rather than by name to avoid issues with punctuated names.

  12. Overview of Custom API connections

    Custom API connections allow you to configure an external HTTP API (such as shipping trackers, alerting webhooks, or internal tools) once in the Integrations page and share it across multiple agents. Agents interact with these connections using the 'External API Request' tool. This centralized approach ensures that rotating a credential updates all associated agents simultaneously.