NeoAgent triages your tickets.
Rallied resolves them.
TL;DR: NeoAgent automates ticket triage and routing. It reads tickets, categorizes them, and sends them to the right tech. Useful — but a tech still has to do the work. Rallied resolves L1 tickets outright: resets the password, unlocks the account, emails the client, closes the ticket. No tech touches it.
Why MSPs Look for NeoAgent Alternatives
NeoAgent solves a real problem. Triage is tedious, and automating it saves time. But triage is the appetizer, not the meal. The ticket still needs a human to resolve it. And that's where the hours go.
- Triage isn't resolution. NeoAgent routes tickets to the right tech. The tech still opens it, does the work, and closes it. The manual labor doesn't disappear — it just arrives faster.
- Narrow scope. Triage, routing, and categorization. No password resets, no account unlocks, no onboarding. The L1 tasks that eat the most hours are outside its scope.
- PSA-native limits. NeoAgent sees tickets but can't reach your RMM, can't get into M365, can't pull docs from IT Glue. Working in a silo.
- You still need humans for L1. Even with perfect triage, every L1 ticket still needs a tech to execute the fix. NeoAgent doesn't address the bottleneck.
NeoAgent vs Rallied
| NeoAgent | Rallied | |
|---|---|---|
| What it does | Triages and routes tickets | Resolves L1 tickets end-to-end |
| Does the fix happen? | No. A tech still does the work. | Yes. Rallied executes the fix and closes the ticket. |
| Where it lives | Inside your PSA | In your Slack, Teams, or PSA |
| Stack access | PSA only | PSA + RMM + M365 + IT Glue/Hudu |
| Password resets | Routes to a tech | Resets it in M365/AD, notifies user, closes ticket |
| Onboarding | Creates a ticket for it | M365 license, AD account, security groups, RMM agent — done |
| After-hours | Triages tickets (still needs a human) | Resolves and emails the client at 2 AM |
| How you interact | Through PSA workflows | Plain English in Slack, Teams, or your PSA |
What Rallied Does Differently
Resolution, not routing
NeoAgent gets the ticket to the right person. Rallied is the right person. It executes the fix, notifies the client, and closes the ticket. No human touches it.
Full-stack access
NeoAgent sees your PSA. That's it. Rallied connects to PSA, RMM, M365, and docs. Reset a password in AD, check device compliance, pull context from IT Glue — one message in Slack, Teams, or your PSA.
Actually reduces headcount pressure
Faster triage is nice. Your techs still spend the same hours doing the work. Rallied eliminates L1 work entirely. That's the difference between efficiency and headcount savings.
Real after-hours coverage
NeoAgent triages a 2 AM ticket. Who resolves it? Nobody until morning. Rallied resolves it, emails the client, closes it. Your team finds a closed ticket at 9 AM.
Who Should Use What
NeoAgent might be right if:
Your biggest problem is ticket routing, not resolution. You have enough techs to handle L1 work — they just need tickets categorized and assigned faster. And you want everything to stay inside your PSA.
Rallied is right if:
Your problem isn't routing — it's that L1 tickets exist at all. You want password resets, account unlocks, and onboarding handled without a tech. You want after-hours resolution, not just after-hours triage. And you want it running this week.
Stop Triaging. Start Resolving.
Better triage means tickets get to the right tech faster. Rallied means L1 tickets never reach a tech at all. That's the difference between optimization and automation. Early access is limited to 20 MSPs.