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MSPortal and Neo Agent can participate in a shared-PSA workflow. MSPortal delivers a request to the PSA; Neo Agent can process eligible PSA tickets according to its own connection, triggers and workflow configuration. MSPortal has no direct Neo Agent setup card. This is an MSP staff configuration task. Company users submit requests through their portal and do not configure Neo Agent or the PSA connection.

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Before you start

  • Configure a supported PSA connection in MSPortal and verify company/requester mappings.
  • Configure Neo Agent for that same PSA account and the intended ticket scope. Confirm current provider support in Neo Agent’s integration documentation.
  • Review Settings > Tickets in MSPortal, including delivery method, selected PSA, routing defaults and template/company overrides.
  • Review Neo Agent’s workflow triggers, conditions and enabled state. Its triggered workflow documentation describes event-driven execution.
No direct connector is required between the products, but both PSA connections and the relevant automation still need configuration. Compatibility does not guarantee that every ticket will trigger or complete an automation.

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Check the ticket flow

1

Submit through the intended workflow

Company users should start with the Home AI Assistant and review the request before submitting. Tickets > New Ticket is the manual alternative; your configured template or workflow can also create requests.
2

Verify delivery to the PSA

Confirm the actual ticket exists in the intended PSA with the expected company, requester and routing. MSPortal also supports Email (SMTP) delivery and fallback email, so a portal submission is not proof that a PSA ticket was created directly.
3

Check automation eligibility in Neo Agent

Confirm the ticket meets the watched board/queue, type, status and other trigger conditions. A ticket being present in the PSA is only one prerequisite. Review the Neo Agent execution result separately.
4

Check returning updates

Verify the resulting PSA changes and allow the relevant MSPortal ticket/note synchronization to complete. Supported fields and visibility depend on the provider and portal permissions. A private PSA note does not become client-visible merely because it synchronized.

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Routing and data boundaries

Review the subject, description, company, requester, board/queue, status, priority and available classification fields on the actual PSA ticket. Fields vary by provider and request workflow; do not assume every ticket contains every classification or that generated wording is correct. Template and company overrides can change routing from the General defaults. If Email (SMTP) is selected, any later email-to-ticket processing is a separate PSA workflow that must be verified. MSPortal does not report Neo Agent’s complete execution state or configure its automation from the integration catalog. Use Neo Agent and PSA logs for that part of the investigation.

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Troubleshooting

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Frequently asked questions

No. There is no direct Neo Agent setup card. Configure each product’s connection to the same supported PSA.
No. Ticket delivery can use PSA Integration or Email (SMTP), and failures can use configured fallback delivery. Verify the actual PSA ticket before investigating automation.
No. The ticket must meet the enabled workflow’s conditions. Check Neo Agent’s execution result independently.
No. Available classifications and defaults depend on the PSA provider and creation workflow. Inspect the ticket that was actually created.
No. Returning updates depend on supported PSA synchronization and portal visibility. Private notes and restricted fields remain subject to those rules.
Start with the Home AI Assistant and review before submission. Tickets > New Ticket is the manual alternative; the MSP manages delivery and automation setup.