Pia vs NeoAgent: two ways to resolve tickets inside the PSA
Pia and NeoAgent both resolve tickets inside your PSA, and the difference is how they get there. Pia does it through pre-built automations and SmartForms you deploy and tune for each client, on a quoted price, while NeoAgent does it through an AI agent your techs configure in plain English, on a published credit plan with a 14-day trial, so the choice comes down to how much you want to configure up front and whether you need the price on a page.
Last verified: September 2026. Compiled independently from public sources and our own sales calls.
What each one is
- Pia
- Pia calls itself the automation platform built for MSPs, running from client request to resolved ticket inside your PSA. It ships pre-built automations for onboarding, offboarding, access requests and mailbox changes (Pia says hundreds), SmartForms for client self-service, AI ticket triage, and since May 2026 a Microsoft Teams app called Pia Chat. Pia's own homepage claims 60% of service requests automated and 3X more tickets closed per technician.
- NeoAgent
- NeoAgent describes itself as your next help desk hire. It works inside ConnectWise, Autotask, HaloPSA, Syncro or ServiceNow and picks up triage, dispatch, password resets, onboarding, security alert response and RMM remediation, with a technician approving what it proposes unless you mark that work autonomous. It says it is live in two hours, lists 100+ MSPs as customers, and publishes its prices, from a $500 Pilot to a $2,340 Growth plan, with a 14-day free trial.
Pia vs NeoAgent side by side
| Pia | NeoAgent | |
|---|---|---|
| What it is | Help desk automation platform that runs inside your PSA, with pre-built automations, SmartForms for client self-service and AI ticket triage. | AI agent that works tickets inside your PSA: triage and dispatch, L1 resolution, onboarding, security alert response and RMM remediation, plus scheduled jobs such as QBR reports and stale-ticket sweeps. |
| How you set it up | Deploy and configure Pia's pre-built automations and SmartForms for each client. Custom work uses Pia's Editor, APIs and VS Code support. | Connect your PSA and tools, then configure it in plain English. Test mode runs everything as ticket notes first, and there is no setup fee. |
| Who runs it day to day | An admin who configures and tunes the automations. One r/msp user described a "nearly full-time AI trainer/PIA Admin on staff" for over two years. | Your technicians. Neo proposes an action and a tech approves it, or you set low-risk work to run on its own. |
| Time to first result | Weeks, by Pia's own claim of "live in weeks, not months". MSPs on our calls described longer. | Hours. NeoAgent says you are typically live in two hours, with a 14-day free trial and no card required. |
| Does it resolve tickets | Yes, for requests that match a deployed automation or SmartForm. Pia's homepage claims 60% of service requests automated. | Yes. L1 resolution, onboarding and RMM remediation are on the homepage, with a technician in the loop by default. |
| Reach | ConnectWise, Autotask and HaloPSA; Azure AD, Exchange Online and Microsoft 365; IT Glue, SharePoint, Pax8 and other distributors. About 30 tools listed, and no RMM vendor among them. | 30+ named tools plus a generic REST connector: ConnectWise PSA, Autotask, HaloPSA, Syncro and ServiceNow; NinjaOne, Datto RMM, N-central, N-sight, ConnectWise Automate and Kaseya VSA X; Entra ID, IT Glue, Hudu, Pax8 and Microsoft Teams. |
| Where approvals happen | Inside the PSA workflow Pia runs. Client requests come in through SmartForms and Pia Chat in Microsoft Teams. | On the ticket. Permissions are set per tool (none, read or write), and a technician approves proposed actions unless you mark that work autonomous. |
| Pricing | Not published. A usage-based option since June 2024, or fixed plans with unlimited usage, quoted by sales. | Published. Pilot $500 a month for 2,500 credits, Starter $1,300 for 10,000 credits (about 3,000 tickets), Growth $2,340 for 20,000 credits. A client Teams bot from $9 per client company a month and a phone agent at $300 a month are add-ons. Ticket counts are estimates. |
Where each shines, and where it falls short
- Where Pia wins
- A deep catalogue for the help desk, built and run inside the PSA. Onboarding, offboarding, access requests and mailbox changes come pre-built (Pia says hundreds), SmartForms let a client raise a request that resolves without a technician, and Pia Chat brings that into Microsoft Teams. Pia is also on the Pax8 marketplace and on the CRN AI 100 list.
- Where Pia falls short
- Each automation is deployed and tuned per client, so someone owns that work; one r/msp user described a "nearly full-time AI trainer/PIA Admin on staff" for over two years. The integrations page lists no RMM vendor, so endpoint fixes stay with a technician. Pricing is by quote: one MSP owner told us in April 2026 that a quote near $8,000 a month was negotiated to about $3,000.
- Where NeoAgent wins
- Setup and pricing you can see before a sales call. Configuration is plain English, test mode runs every action as a note first, and NeoAgent says you are live in two hours with a 14-day trial. Reach is wider on the endpoint side, with nine RMM tools listed, and the scope covers L1 resolution, onboarding, security alerts and scheduled jobs like QBR reports.
- Where NeoAgent falls short
- Credits and approvals. Each plan caps monthly credits, ticket counts are estimates that vary by complexity, and a technician approves proposed actions unless you mark that work autonomous, so unattended resolution is a setting you choose per task rather than the default. A client-facing Teams bot costs extra, from $9 per client company a month.
Pick Pia if, pick NeoAgent if
Pick Pia if
- You want a catalogue of pre-built help desk automations and someone on the team to own tuning it.
- Client self-service through SmartForms matters to you, and your clients work in Microsoft Teams.
- You buy through Pax8 or prefer a fixed plan with unlimited usage over a metered one.
Pick NeoAgent if
- You want to see a resolved ticket in your PSA this week, with a price on a page and a trial.
- You need an agent that can also act on endpoints through your RMM.
- Your techs are happy approving proposed actions from the ticket while trust builds.
If neither fits: the third option
If you want the ticket resolved without deploying a catalogue first, Rallied is an AI agent that resolves requests in your PSA. It reads each ticket, does the work across your PSA, RMM and Microsoft 365, and writes up what it did, with approvals on the ticket where you decide they matter and Slack and Microsoft Teams as intake channels for requests that start as a chat. Most MSPs are live in under a week, and it costs $150 a month for 2,000 credits, about 700 tickets in a typical month.
| Pia | NeoAgent | Rallied | |
|---|---|---|---|
| Resolves tickets | Yes, for requests that match a deployed automation or SmartForm. Pia's homepage claims 60% of service requests automated. | Yes. L1 resolution, onboarding and RMM remediation are on the homepage, with a technician in the loop by default. | Yes. Reads each ticket in your PSA, does the work and writes up what it did. |
| Time to first result | Weeks, by Pia's own claim of "live in weeks, not months". MSPs on our calls described longer. | Hours. NeoAgent says you are typically live in two hours, with a 14-day free trial and no card required. | Most MSPs connect their PSA and go live in under a week, starting in Plan Mode so you can check its work first. |
| Who runs it day to day | An admin who configures and tunes the automations. One r/msp user described a "nearly full-time AI trainer/PIA Admin on staff" for over two years. | Your technicians. Neo proposes an action and a tech approves it, or you set low-risk work to run on its own. | Nobody full time. Your service manager sets the guardrails and approves anything that needs a sign-off. |
| Where approvals happen | Inside the PSA workflow Pia runs. Client requests come in through SmartForms and Pia Chat in Microsoft Teams. | On the ticket. Permissions are set per tool (none, read or write), and a technician approves proposed actions unless you mark that work autonomous. | On the ticket in your PSA, with per-action defaults you can tighten or loosen. |
| Reach | ConnectWise, Autotask and HaloPSA; Azure AD, Exchange Online and Microsoft 365; IT Glue, SharePoint, Pax8 and other distributors. About 30 tools listed, and no RMM vendor among them. | 30+ named tools plus a generic REST connector: ConnectWise PSA, Autotask, HaloPSA, Syncro and ServiceNow; NinjaOne, Datto RMM, N-central, N-sight, ConnectWise Automate and Kaseya VSA X; Entra ID, IT Glue, Hudu, Pax8 and Microsoft Teams. | ConnectWise, Autotask, HaloPSA and SuperOps; Datto RMM, NinjaOne, N-central and ConnectWise Automate; Microsoft 365, IT Glue, Hudu and Confluence. |
| Pricing | Not published. A usage-based option since June 2024, or fixed plans with unlimited usage, quoted by sales. | Published. Pilot $500 a month for 2,500 credits, Starter $1,300 for 10,000 credits (about 3,000 tickets), Growth $2,340 for 20,000 credits. A client Teams bot from $9 per client company a month and a phone agent at $300 a month are add-ons. Ticket counts are estimates. | $150 a month, billed monthly, 2,000 credits included. A ticket costs 1, 3 or 8 credits. |
Questions MSPs ask about Pia vs NeoAgent
Do Pia and NeoAgent both resolve tickets?
Yes, and in September 2026 that is the biggest change from earlier comparisons. Pia resolves requests that match a deployed automation or SmartForm and claims 60% of service requests automated. NeoAgent's homepage now claims L1 resolution, onboarding and RMM remediation, with a technician approving proposed actions unless you set that work to run on its own.
Which one is faster to set up?
NeoAgent, by a wide margin on paper. It says you are live in two hours, with no setup fee, plain-English configuration and a test mode that writes ticket notes instead of acting. Pia says live in weeks, not months, because each pre-built automation is deployed and configured for your clients, and MSPs on our calls described a longer tuning period.
How does the pricing compare?
NeoAgent publishes credit plans: $500, $1,300 and $2,340 a month, each with a monthly credit cap, plus add-ons for a client Teams bot and a phone agent. Pia does not publish prices; it offers usage-based billing or fixed plans with unlimited usage, and one MSP owner told us a quote near $8,000 a month was negotiated to about $3,000.
Which one reaches my RMM?
NeoAgent lists nine RMM tools on its homepage, including NinjaOne, Datto RMM, N-central, ConnectWise Automate and Kaseya VSA X, and names RMM remediation as a use case. Pia's integrations page lists PSA, identity, email, documentation and distributor tools, and no RMM vendor, so an endpoint fix still goes to a technician.