NeoAgent
NeoAgent is an AI-powered automation platform designed specifically for Managed Service Providers (MSPs) that streamlines ticket management, customer support, and workflow automation without requiring any coding skills.
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Product Information
Updated:Nov 18, 2025
What is NeoAgent
NeoAgent is a comprehensive AI co-pilot platform that helps MSPs (Managed Service Providers) automate and enhance their service desk operations. It combines advanced artificial intelligence with intuitive automation tools to handle various aspects of IT service management, including ticket management, customer support, and workflow automation. The platform integrates seamlessly with popular PSA tools like ConnectWise, Autotask, and HaloPSA, making it a versatile solution for modern MSP operations.
Key Features of NeoAgent
NeoAgent is an AI-powered automation platform designed specifically for Managed Service Providers (MSPs) that simplifies ticket management, customer support, and workflow automation. It integrates with popular PSA tools like ConnectWise and Autotask, offering features such as AI-powered ticket triage, resolution suggestions, phone support, sentiment analysis, and automated task handling - all without requiring coding skills.
AI-Powered Ticket Management: Automates ticket triage, classification, and resolution suggestions using advanced natural language processing, helping streamline support operations
Multi-Channel Support Integration: Integrates with various communication channels including phone, SMS, web chat, and social media platforms to provide unified customer support
PSA Integration & Automation: Seamlessly connects with PSA tools like ConnectWise and Autotask, automating ticket creation, routing, and management
Automated Quality Assurance: Evaluates ticket handling quality using customizable scoring criteria and provides objective feedback for service improvement
Use Cases of NeoAgent
IT Service Desk Management: Streamlines IT support operations by automating ticket handling, providing quick resolutions, and maintaining service quality standards
Customer Support Automation: Provides 24/7 automated customer support through AI-powered responses and multi-channel communication
Employee Onboarding/Offboarding: Automates the process of managing employee-related IT tasks and access management during onboarding and offboarding
Business Intelligence & Analytics: Helps track customer interactions, analyze support patterns, and generate insights for improving service delivery
Pros
No coding required for setup and customization
Comprehensive integration with existing PSA tools
Multi-channel support capabilities
Real-time AI-powered responses
Cons
AI processing delays (100-200ms, sometimes 1-2 seconds)
May require significant setup time for customization
Limited to MSP-specific functionalities
How to Use NeoAgent
Sign up for an account: Contact [email protected] or visit app.neoagent.co/signin to create a Neo Agent account. A 14-day PRO trial is available.
Connect core MSP platforms: Navigate to the Integrations tab to connect and sync your PSA (ConnectWise, Autotask, HaloPSA), RMM, and documentation platforms with Neo Agent.
Configure L1 Engineer capabilities: Use the L1 Engineer interface to enable and set up core capabilities like ticket triage, script execution, and updates that you want Neo to perform.
Set up communication rules: Configure company-specific rules for communication tone, procedures, terminology, and escalation points that will apply across all workflows.
Configure VoIP integration: Set up call forwarding rules in your VoIP system (RingCentral, GoToConnect, Teams Phone) to forward specific calls to the Neo-provided phone number.
Set up data preferences: Configure data saving preferences for call transcriptions and recordings, and provide any custom instructions for handling specific client scenarios.
Enable ticket automation: Set up AI-powered ticket deflection, automated ticket triage, and complex workflow handling according to your needs.
Configure approval workflows: For higher-impact actions, set up human approval workflows so designated technicians can review and authorize Neo's proposed actions.
Test and monitor: Thoroughly test the system after implementation and regularly review Neo's plans and outcomes to ensure optimal performance and make adjustments as needed.
Scale usage: Start with essential automations and gradually expand Neo's capabilities as you become comfortable with the system and as your needs evolve.
NeoAgent FAQs
NeoAgent is an AI-powered automation platform designed specifically for MSPs (Managed Service Providers) that simplifies ticket management, triage, and deflection without requiring coding. It functions as a virtual customer service solution that can handle emails, leads, appointment scheduling, and product management.
NeoAgent Video
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