Release Note | May 2026

This month's release is one of our largest yet. We're adding two major integrations, shipping Agent Memory into early access, and pushing significant upgrades across dispatch, Microsoft 365, workflows, and the public API. Here's everything that's new.

New Integrations

ServiceNow

Neo now manages ServiceNow tickets end-to-end. Full capability details are in the ServiceNow section below, but the short version: incidents flow in, agents read and act on them, customer emails go out via the native Email REST API, and close codes are set automatically. Image attachments on incidents flow into agent context, and a one-click OAuth refresh banner means lost tokens don't silently break your automations.

Confluence Cloud

Your Confluence knowledge base is now a first-class Neo documentation source. Connect with one-click OAuth — no need to create an Atlassian developer app — pick which site to sync, and Neo handles the rest. Page hierarchy becomes navigable breadcrumbs, labels become searchable tags, and pages are automatically matched to the right client. Once connected, agents can search, read, and (with granted permissions) create or update pages while resolving tickets, with per-area permissions, opt-in write/delete, and approval gates. Whole-space deletion is always blocked.

Agents & Tools

Agent Memory (Early Access)

Neo can now recall durable facts it has learned about your MSP and specific end clients mid-task — no re-explaining required. Memory recall never costs credits. This is rolling out behind an allowlist; reach out if you want early access.

Neo Support Agent Leveled Up

The Support Agent now searches your knowledge base, docs, and tickets; reads live (read-only) from your PSA and doc systems; and pulls ticket summaries on demand with a clean ticket header showing status, priority, company, owner, last updated, and a direct link.

Web Fetch Tool

Agents can now pull content from allowlisted public pages — Neo docs, Microsoft Learn, vendor knowledge bases — with automatic HTML-to-Markdown conversion. No more copying and pasting documentation into prompts.

Calendar Tools

Agents can now set a custom description on service calls, schedule entries, and appointments — not just inherit the ticket subject.

Split Time Logging

log_time_estimate (Neo's own estimate) and add_time_entry (the technician-visible entry) are now separate tools so the two never collide.

Other Agent Updates

• Other technicians on a ticket are notified when a TIL request is handled by a teammate
• Customer replies now bypass the 180-second callback dedup window (ConnectWise, Autotask, Halo) so agents react immediately
• Event history rows include a deep link to the ticket in your PSA
• Agentic runs record the full LLM input on every step for forensic review
• Trigger context is exposed to agents via EXECUTION_CONTEXT

Microsoft 365

Applications Permission Group

Review app registrations, service principals, and OAuth consent grants (read-only). With writes enabled, create dedicated app registrations and client secrets — technician-approved, Neo only manages apps it created, and secrets are delivered as one-time self-destructing links.

Hybrid (No AD Connect Sync) Identity Mode

Provision and manage users in both on-prem AD and Entra ID in a single step: create, delete, password reset, sign-in block, manager and detail changes — all handled in one agentic action regardless of whether AD Connect is in use.

Teams & Chats Permission Group

Fine-grained control over what agents can do across Teams channels and chats.

Daily Token Refresher

Keeps delegated M365 access alive in the background so automations don't pause when a token would expire mid-day.

ServiceNow (Full Detail)

• Image attachments on incidents flow into agent context
• Send customer emails via the native Email REST API (EMAIL_VIA_PSA)
• Set close_code and close_notes on close — satisfies "Make close info mandatory" policy in one PATCH
• Added GET_COMPANY_LOCATIONS and ADD_TIME_ENTRY to the toolbox
• Webhook payload now carries author attribution, work notes, and display values for choice and reference fields
• "Reconnect" banner with one-click refresh when an OAuth refresh token expires
• Picklist (sys_choice) values validated before write; OAuth onboarding auto-resolves the user sys_id

Workflows & Triggers

Share Agents & Workflows via Public Link

Generate a revocable, no-login read-only link to any agent or workflow — rendered in the real builder. Choose whether to reveal filter values or recipient details, credit your company, and regenerate or disable the link at any time.

Note Added Trigger

Fires whenever a non-Neo author adds a note. Great for project tickets and flows the customer-reply trigger doesn't cover.

ConnectWise Date Filters

Filter ConnectWise tickets by Created Date (Date Entered) with a date picker. Every PSA now supports date-based filters.

Execution Controls

• Stop Execution button on running workflows
• Pause/Resume on any scheduled workflow
• Update triggers support ticket type as a watched field
• Workflow filter values validated before save
• Faster workflow verify via PSA count endpoints

Dispatch

Dispatch received a full reliability and fairness overhaul this month:

• SLA & urgent-priority guardrails — every slot must end before the SLA deadline; urgent tickets land within 24 hours, otherwise Neo retries for an earlier slot or flags for human review
• Parallel-dispatch optimistic locking — prevents two parallel runs from double-booking the same slot across all clients
• Fairness limit — spreads assignments across the team instead of piling onto whichever tech looks least busy
• Autotask ServiceCall status labels (Tentative, Firm Onsite, etc.) now show in the technician agenda
• Richer technician context — workload, recent activity, and expertise visible in agendas; PSA-specific settings hidden per tenant

Chat Agent & Teams

• Agents now show their reasoning and tool steps inline in Teams chat — a live "Working…" card that collapses to "Did N things — Show steps"
• Per-agent Teams trigger policy: reply to every channel message or only when @mentioned (defaults to mention-only; DMs always respond)
• New chat sessions are auto-titled from the first message
• Thumbs up/down feedback on assistant messages, persisted per user, rolling up on a Chat Feedback tab
• Reloading a session replays the full reasoning/tool/TIL trace with collapsible cards

PSA-Specific Updates

Autotask

• User offboarding now works — Neo deactivates the departing user's contact instead of failing
• Contract custom fields (UDFs) are now visible to agents on tickets
• Configurable, human-paced delays on time entries — set your own min/max minutes, tunable separately from client-facing note delays

Halo PSA

• Optional time-taken field so agents can record time spent on a ticket

ConnectWise

• On-prem PowerShell for ConnectWise Asio — run AD and Exchange PowerShell on Asio-managed devices (same as NinjaOne, N-Sight, N-Central, CW Automate)
• Expanded ConnectWise Automate API coverage to v2.5.7 (96 operations / 68 endpoints)
• Adaptive rate limiter on ConnectWise Asio RMM — learns from response headers and downgrades on 429s
• Improved bundling vs. merging decision, with a guardrail against claiming a merge/bundle happened when it didn't

Sandbox

• Bash scripts now run in test mode with real preview output (proxy gates writes)
• Generate PDFs via reportlab + matplotlib
• Sandbox emails support file attachments end-to-end

Public API

• Added endpoints for agents (create/update/run-now), integrations sync status, dispatch decisions, settings, schemas, performance, insights, phone agent, and artifacts under /public-api/*
• Self-served OpenAPI 3.1 doc at GET /public-api/openapi.json
• Read-only API tool calls no longer require a technician instruction plan when read access is enabled

Dashboard

• Chat Agents managed by Neo (e.g. Support Agent) now open in a clean read-only view — browse, then Copy to make your own editable version
• Workflow & Agent Templates show who created each item and when it was last updated
• Grant individual team members access to Backfills & Scheduled Work — no longer admin-only
• Redesigned Create-from-template dialog with plain-English names, scope meter, and integration requirements grouped by category
• Analytics page shows the in-progress bucket and week-range labels; "Enabled only" filter now applies to integration permissions

Triage

• "Summarize description" toggle (Autotask) — keep summarizing, or turn it off to clean up tickets (strip phishing banners, links, signatures) while preserving the original wording

Backfills

• Per-day, multi-window schedule picker
• Process up to 50,000 entities (was capped at 10K/5K/1K for CW/AT/Halo) — with a warning to split by date range beyond that
• Accurate counts across ConnectWise, Halo, and Autotask
• Faster ticket counting

Billing

• Agentic workflows billed on the resolved toolbox — auto-injected tools count toward the max tier
• Trial credits credited back on conversion — credits spent in the conversion month return as temporary credits, so your first paid month isn't shorted

Performance

• LLM prompt cache retention extended to 24 hours on supported models
• Compacted the Dispatch agenda table
• Capped PSA/RMM/External API tool response sizes to protect agent input budget

Notifications

• Content-aware dedup — a single agentic run now sends all its distinct messages (Teams/Slack/email, including internal-team messages) instead of collapsing into one
• PushPass (pwpush) password sends routed to regional servers (US → us.pwpush.com)
• Suppressed transient ITGlue auth-failure emails
• Per-tenant dedup on concurrency-cap Teams notifications

Questions or feedback? Reach us at support@neoagent.io or drop a note in your shared Teams channel.