Release Note | September 2026

This note covers July, August and September, so it is a big one. Three things stand out. Insights now names the recurring problems your technicians still work by hand and puts a number on each. Your agents post into Teams channels and group chats directly, and read the channel post you mention them under. And we rebuilt the integration layer, so new integrations now ship several a week instead of one a quarter. Catching up? Here's the June 2026 release note.

Insights: The Work Your Technicians Still Do By Hand

Every MSP knows automation is leaving money on the table somewhere. Insights now tells you exactly where.

The new Problems view lists the recurring problems on your desk, one row each, with real names pulled from your own tickets: INKY User Reported Spam Blocking, New Starter Device Provisioning, and whatever else your desk actually repeats. Each row carries tickets a month, the share Neo already closes, the median time your technicians log, and the hours a month an agent would take on.

Open a row and you get the working detail: the steps your technicians take today, what still needs a person, which systems an agent would need access to, and example tickets to check the read against.

You choose when it runs. An admin presses Build problem map. It never runs on its own. A run reads a random sample of your closed tickets and takes 3 to 15 minutes.
Opportunity per month now counts the tickets nobody logged time on. It used to add up only tickets carrying a PSA time entry, so a desk that logs time on one ticket in ten saw a tenth of its real opportunity. Tickets without a time entry now take the median logged time of their problem, or the desk median when a problem has fewer than 5 logged tickets. The logged hours stay visible underneath as the floor.

If you have ever wanted to argue automation priorities with a number instead of a hunch, start here.

Agents in Teams: Post Anywhere, Read What You Mention Them Under

Two changes that together make Teams a real surface for your agents rather than a notification dumping ground.

Post straight to a channel or group chat

Your workflows and agents now post to a Microsoft Teams channel or group chat through the Neo app itself, chosen from a list in the Notify action. No more emailing a channel's hidden connector address.

Add the Neo AI Agent app to a Team or group chat once and every channel becomes available.
Mix channels, chats and individual technicians in the same notification.
Messages arrive as proper posts from Neo, which also fixes the wrong-sender and duplicate-post problems the old email route could cause.
Per-agent scope for the Send Teams Message tool: users and channels each get Any, Only specific, or Disabled.

Using the email-address workaround today? Switch those Notify actions to the new Teams channels & chats picker.

Mention your agent under a post and it reads the post

Reply to a Teams channel post with "@YourBot create a ticket with this" and the agent now reads the post you are replying under, including any screenshot pasted into it. Teams only ever hands a bot the message that mentions it, so previously everything above was invisible and you had to paste it all in again.

This is the case where a form submission, a monitoring alert, or a colleague's write-up lands in a channel and someone wants a ticket out of it. Each thread stays its own conversation. Because it needs permission to read messages in that team, click Push update on the channel and have a team owner accept the prompt.

Intents work in your internal team chat too now, so a request raised in a quote-request channel arrives complete instead of turning into a chase.

Several internal bots, and your end-user bot in your own tenant

Your own Microsoft 365 tenant used to hold one internal Teams bot, so a second internal agent had nowhere to live, and installing your branded end-user bot in your own tenant to see what clients see was blocked. Every new internal channel now gets its own bot identity, so a dispatcher and a documentation assistant install side by side, and the end-user bot fits alongside them. Channels created earlier can move onto their own identity: remove the channel's registration under Install in your tenant, generate a new install link, and reinstall from it.

Integrations, Rebuilt: Several New Ones Every Week

We rebuilt how integrations are built. A vendor used to mean a hand-written credential layer, hand-written tools, and a code generation step. It is now a specification entry: one BaseIntegration per vendor with a derived credential layer, tool registration and schemas derived from the vendor spec, a shared auth strategy, and one parameterized request tool in place of the per-vendor ones.

What that means for you: new integrations now ship several a week rather than one a quarter, and every one of them keeps our usual rule of 100% API coverage. Not a curated subset of endpoints. The whole surface.

First out of the new pipeline:

SharePoint for client documentation, with agents writing back only where you say.
Lexful, connected once and your documentation comes with it.
Huntress, a native EDR integration with credentials, agent tooling and permissions.
ThreatLocker, through the ThreatLocker Portal API.
Cisco Meraki, for your network estate.

Want yours prioritized? If you can give us access to a tenant, contact support and we will put your integration at the front of the queue. That access is the whole bottleneck, and an MSP who provides it usually sees their vendor land within weeks.

Organizations and Subsidiary Workspaces

If you run more than one MSP entity, or you have acquired one, Neo now models that properly.

An organization holds several workspaces, shown as a compact tree with status, data region and your access on each line.
Create a subsidiary from the + next to Workspaces, naming the workspace and a unique workspace ID.
One Microsoft account reaches several workspaces, so a shared technician stops keeping two logins.
Accept a workspace invitation by email, without needing a Microsoft ID.
Public API support: POST /public-api/organizations/{organization_id}/workspaces and GET /public-api/organizations/current.

Any workspace member can see the workspaces. Creating a subsidiary, granting access, or viewing administrators and activity still needs an organization role.

Visibility: Audit Log, Activity, and Real Stop

Audit log: every action your agents took, in one place.
Activity: one page for every run and every action, with the execution log now a page of its own.
Watch an agent think, live, as it works a ticket.
Stop now stops, on every workflow rather than only agents, and a stopped run says so instead of showing as running forever.
Paused runs and their continuations show as one row.
Version history shows what changed in every save, and a colleague's open tab can no longer overwrite your edits.
Bulk configuration review: agents can now check their own setup across the board.

Documentation and SharePoint

Agents work in SharePoint, writing only where you say.
Map any SharePoint folder to a company, not just the ones Neo matched, from a folder tree that opens instantly.
Leave folders out of a synced library.
Documentation storage is now visible per platform, in gigabytes and as a share of your allowance.
Say what's shared with every client when you connect a documentation source.
Removing a platform asks what to do with its documents, and IT Glue and Hudu now actually disconnect.
Ticket and documentation search is much faster.

Your Brand in Front of Your Clients

Your service desk on ConnectWise replies, not Neo, with your technicians' real faces on the replies your customers read.
White-label installs show every client's status, and install links go out in bulk.
End-user bot upgrades: it hands a ticket to a technician, documents its own questions on the ticket, keeps the customer's exact words on every exchange, supports clients with multiple sites, links tickets to your client portal, and works quietly when it should.
Teams replies carry an "AI generated" label.
A month with no usage is free on the end-user Teams bot.

Dispatch

Four correctness fixes worth naming, because each one used to cost somebody a phone call:

No more double-booking the same engineer.
Tickets arriving in the same minute no longer pile onto one technician.
A ticket somebody resolved while dispatch was deciding no longer gets reopened.
A ticket merged away no longer gets assigned, and a cancelled service call no longer counts as booked work.

Plus: dispatch can ask before it acts, declining a dispatch asks what you meant, and Halo books in the technician's local time with your own appointment wording.

Triage

Screenshots and attached email files are now read, including screenshots buried inside Autotask's originating email.
Due date rules in your own words, instead of a rule builder.
Triage notes say why a field was left alone, not just what changed.
Agents self-correct on PSA field errors instead of failing the run.
New trigger: technician added a note.

Access and Permissions

Choose which company data each person's AI chat may use.
Chatting with Neo no longer grants access you never gave.
One page per person in Roles & Access.
Admin-only memory management, and admins can read every chat conversation.
Rotate secrets on existing Microsoft app registrations, and disconnect GDAP.

PSA and Vendor Updates

ServiceNow

Agents now reach knowledge articles, attachments, SLAs, approvals, catalog form answers, screenshots and your custom fields.

HaloPSA

Every priority level is available, webhook events are created for you, agents attach files to tickets, and repeat spam senders can be blocked.

Autotask

Pick the note type for end-user chat notes, choose which ticket updates reach the end user, filter agents by company territory, and setup no longer asks for a tracking identifier.

ConnectWise

Faster Automate scripts, and closed companies can be excluded.

Microsoft

Query Microsoft Defender through your agents, and ask an agent when a client's licenses expire.

Getting Started and Building Agents

Switch your PSA without calling us.
Guided PSA setup with live verification checks that run before Neo stores your credentials.
Save an unfinished workflow and start your trial when you are ready.
Ask Neo Support to set up a template for you.
Document-style instruction editor, reorderable filter rules, and forms built from an intent's intake with a description on any question.

Plans and Billing

Per-tool cost is written down, and tools you cannot switch off no longer set your agent's price.
The Neo Support Agent is free to ask about Neo.
Manage your own top-up packs from the Billing page.
Direct debit and invoice routing at checkout.

Phone Agent

Tickets land on the right company, names and numbers are heard more accurately, pricing is written down, and numbers pause when the add-on stops and come back if you return.

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