This week, Neo starts showing what it saves you in money, handles after-hours calls with their own rules, and connects to 17 more tools. Here's what shipped and why it matters for your service desk.
See what Neo saves you, in money
AI agents are usually priced in credits, which makes ROI hard to judge. When your plan has a set price per credit, Neo now shows its cost in money, so you can set what it costs against the time it saves.
The new Performance & Cost view puts three numbers side by side: the technician hours Neo saved, what those hours are worth, and what Neo cost. Run history also shows cost and minutes saved run by run, so you can see value ticket by ticket. The FAQ below says which runs record minutes saved.
To get accurate figures, enter your cost per technician hour in Settings. If you skip that, Neo uses a typical rate for your region. If you pay Neo in one currency and enter your hourly cost in another, Neo converts its cost at the European Central Bank's reference rate of the last business day.
Phone Agent: separate rules for after hours
Neo's Phone Agent answers your support line, takes down the issue, and routes the call. You can now give each phone number its own after-hours instructions.
Outside business hours, on days you don't work, and on public holidays, Neo follows those instructions for the whole call. A common setup: put real emergencies through to your on-call technician, and open a ticket for everything else.
Picture a Saturday night. At 10:14 PM, a client calls because the whole office has lost internet, and Neo transfers the call straight to on-call. At 10:40 PM, another caller needs a password reset. Neo opens a ticket, and a technician calls back on Monday.
You can use your workspace's business hours, or set different hours for a single number. The setup guide has the details.
17 new integrations, and a clear view of what Neo does in each
Every available integration now spells out what Neo can do with it. Hover a tool in the Integrations directory, or open its "What Neo can do" tab. Each use case has a "Set up with Neo" button that opens Neo Support with the request already typed in. You see it if you can build agents and use Neo Support.
These 17 tools went live this week. Sensitive actions, such as releasing held mail, isolating a computer or blocking a sign-in, can wait for your approval. This depends on the access level you give Neo for each tool.
| Tool | What Neo can do |
|---|---|
| Mimecast | Find a reported or held email, see who clicked, block the sender, and release held mail |
| Cisco Meraki | Tell whether a device is really down, run live diagnostics, and document a client's networks |
| Sophos | Read endpoint and alert status, isolate and scan devices, and manage allow and block lists |
| WatchGuard Cloud | Check Firebox status, unblock and deploy a site, and isolate or scan a computer |
| Datto BCDR | Read SIRIS, ALTO, Endpoint Backup and SaaS Protection status, and check a backup alert before a technician does |
| Datto EDR | Judge a quarantined file, release it, isolate a device, or run a response action |
| Auvik | Check whether a network device is really down, read alerts and inventory, and report billable devices |
| SaaS Alerts | Read the event behind an alert, suppress expected activity, and block a Microsoft 365 sign-in |
| BeyondTrust EPM | Find the computer behind an elevation request and move the ticket to the right client |
| Zabbix | Find the host behind a ticket, read problems and latest data, and set maintenance windows |
| TP-Link Omada | Read sites, devices and clients, and manage WiFi, firewall and VPN on cloud and self-hosted controllers |
| RoboShadow | Read vulnerabilities, missing patches and endpoint security for each client |
| Kaseya Quote Manager | Read quotes and orders, follow their links to Autotask, and add priced drafts to an opportunity |
| QuoteWerks | Find and read quotes, create quotes from your product table, and run reports |
| OpenText Secure Cloud | Manage client users, Microsoft 365 licences and services, and reach Webroot |
| myITprocess | Read reviews, alignment scores and roadmaps to prepare a QBR |
| CentralReach | Onboard and offboard staff for ABA providers |
Smaller improvements worth knowing
A few quick wins also shipped this week:
- Dispatch rules per client. Mark a technician as preferred or never-assign for a client, or limit them to specific companies.
- Dispatch rules per group. Give a technician group its own instructions, such as "NOC never takes end-user tickets."
- Exclude a client. Keep one client's tickets out of Neo's sync and triggered agents, on any PSA.
- Per-agent credit alerts. Get an email when one agent spends more than usual in a day, and optionally have Neo switch it off.
- Call history export. Download Phone Agent call history as a CSV, filtered by agent, status and outcome.
- Voice previews. Play a sample voice in Phone Agent settings before you save it.
- Cleaner shared chats. Hide details in a chat transcript before you screenshot it for a client.
Under the hood, agents got smarter about tickets that mention a future date, pick up customer replies mid-run, and handle ConnectWise, Autotask, Halo, ServiceNow, NinjaOne, ConnectWise RMM and Datto RMM more reliably. The full changelog lists every fix.
Frequently Asked Questions
What hourly rate does Neo use if I don't enter one?
Neo uses a typical technician rate for your region and marks the figure as a typical rate. Enter your own cost per hour in Settings to get figures that match your business.
Which runs count toward time saved?
Runs that paused, were cancelled or failed count no time saved, and neither do runs in test mode. The Performance & Cost docs explain how agents, workflows and chat agents count time.
When does the Phone Agent use the after-hours instructions?
For any call that starts outside business hours, on a day you don't work, or on a public holiday in the number's country. Neo keeps those instructions for the whole call. You can choose No holidays for a number if you answer on those days.
How do I set up one of the new integrations?
Open the tool in the Integrations directory and go to its "What Neo can do" tab. Each use case has a "Set up with Neo" button that opens Neo Support with the request already typed in. You see it if you can build agents and use Neo Support.
Join us live on Thursday
In Builders Lounge episode 5, on Thursday, October 15, Ryan builds a Neo skill live. Register for the session.
Already a customer? These updates are live in your workspace now. New to Neo? Book a demo to see how it handles your service desk.