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MSPortal and Neo Agent work together through your PSA. MSPortal writes each ticket into the PSA, and Neo Agent picks up eligible tickets from the same PSA and runs its workflows. This guide is for MSP staff. Company users submit requests through their portal and do not set up Neo Agent or the PSA connection.
You will not find a Neo Agent card under Settings > Integrations. Nothing connects directly between the two products, and you do not enter a Neo Agent API key in MSPortal.

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Before you start

  • A PSA integration is connected in MSPortal, and companies and requesters are mapped. See Import Companies.
  • Neo Agent is connected to the same PSA account and watches the boards or queues you want. Set this up in Neo Agent.
  • You reviewed Settings > Tickets in MSPortal: the delivery method, the selected PSA, the routing defaults and any template or company overrides.
  • Neo Agent has a workflow whose trigger conditions match the tickets MSPortal creates, and it is enabled.

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How tickets flow

1

A ticket is created in MSPortal

Company users should start with the AI Assistant on Home and review the request before they submit. Tickets > New Ticket is the manual option. Ticket templates and forms can also create requests.
2

MSPortal writes the ticket to your PSA

With PSA Integration as the delivery method, the ticket lands in the PSA with its board or queue, type, status, priority, mapped company and requester. With Email (SMTP) delivery, or if the PSA is unavailable and a fallback email is set, the ticket is emailed instead. Email-to-ticket then works as a separate PSA workflow.
3

Neo Agent picks it up

Neo Agent sees the ticket on a board it watches and runs a matching workflow if the ticket meets its trigger conditions.
4

Updates sync back to MSPortal

Notes, status changes and resolutions Neo Agent writes to the PSA sync back through your PSA integration. Private PSA notes stay hidden from clients.

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Verify the flow end to end

1

Submit a test ticket

Create a ticket for a test company through the workflow your clients use.
2

Find it in the PSA

Confirm the ticket exists in the PSA with the right company, requester, board or queue, status and priority.
3

Check Neo Agent

In Neo Agent, confirm the workflow ran. If it did not, compare the ticket with the workflow’s board, type, status and other trigger conditions.
4

Check the update in MSPortal

Wait for the next ticket and note sync, then open the ticket in MSPortal and look for Neo Agent’s update.

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What each ticket carries

Template and company overrides can change routing from the defaults on Settings > Tickets. Available classification fields vary by PSA provider.

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Troubleshooting

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Frequently asked questions

No. Connect each product to the same PSA. There are no credentials to exchange between them.
No. Delivery can be PSA Integration or Email (SMTP), and a fallback email is used when the PSA is down. Check the PSA ticket before you investigate Neo Agent.
No. The ticket must meet an enabled workflow’s conditions. Check Neo Agent’s own execution results.
Only updates that sync back and that their portal permissions allow. Private notes stay hidden.
With the AI Assistant on Home, or Tickets > New Ticket. The MSP manages delivery and automation.