Reduce manual triage, improve response times, and ensure tickets reach the right technician faster. Neo Agent automates ticket routing, prioritisation, and assignment using your existing PSA, RMM, and documentation tools.
Manual ticket routing slows down service desks, creates bottlenecks, and increases the risk of delays, misassignment, and missed SLAs.
Neo Agent acts as a digital Level 1 technician, helping MSPs and IT teams categorise, prioritise, and assign tickets automatically so support workflows move faster and more consistently.
Integrate Neo Agent with your PSA, RMM, and documentation tools so it can understand ticket sources, users, devices, and workflows.
Set the rules, priorities, and conditions Neo should use to categorise and assign tickets based on urgency, type, and context.
Neo automatically routes tickets to the correct queue, technician, or workflow, while escalating exceptions where needed.
Monitor routing accuracy, refine rules, and improve automation coverage over time as service desk patterns become clearer.
This is ideal for teams that:
Clear ticket information and consistent alert inputs improve categorisation accuracy and routing outcomes.
Well-defined routing and escalation logic ensures tickets reach the right technician or queue quickly.
Define which exceptions require human review during rollout and for higher-risk workflows.
A clear service desk structure makes automated routing easier to manage and scale across teams.
Related solutions include service desk automation and automated ticketing system with AI.
