AI Teams Agent for MSPs
Let your clients open tickets where they already work. The Teams Agent chats with the user in Microsoft Teams, understands the issue, and creates a complete ticket in your PSA.
Your clients live in Teams. Your help desk doesn't.
Users ping the technician they know instead of opening a ticket, or send a one-line email that needs three follow-ups before anyone can act.
Side-Door Requests
Direct messages to a favorite tech skip the queue and never become tickets.
Vague Emails
One-line emails need several follow-ups before the ticket is usable.
Slow First Response
Users wait without knowing whether anyone saw their request.
Unknown Requester
Matching the person to the right client and contact is manual work.
From a Teams message to an open ticket
Guided intake in the chat, before a technician has to step in.
Message in Teams
The end user writes to your branded help desk app in Teams, where they already work.
User Identified
Their Microsoft 365 account tells the Teams Agent who they are and which client they belong to.
Natural Conversation
The agent asks the clarifying questions a technician would, one message at a time, in the user's language.
Ticket Created
A complete ticket is opened in your PSA and handed to the Intake Agent, and the user gets the ticket number in the chat.
What the Teams Agent handles
Conversational intake that turns Teams messages into tickets your team can work.
Conversational Intake
The same guided intake as the Phone Agent, over chat instead of a call.
- Understands follow-ups and corrections
- Answers in the user's language
- Captures several issues in one conversation
- Asks for screenshots or error messages when they help
Known Requester
No "who are you and which company?" back-and-forth.
- Identifies the user from their Microsoft 365 account
- Matches them to the client and contact in your PSA
- Checks for an open ticket before creating a new one
- Works for each client tenant you manage
Complete Ticket in Your PSA
Every conversation becomes a ticket your team can work right away.
- Summary and full conversation attached
- Category and urgency pre-filled by the Triage Agent
- Works with ConnectWise, Autotask and HaloPSA
- No manual data entry
Updates in the Same Chat
The conversation doesn't end when the ticket is created.
- Ticket number confirmed in Teams
- Status updates posted back to the user
- Technicians can reply to the user in Teams from the ticket
- Branded with your MSP's name and logo
Teams Agent questions
Does the Teams Agent replace my help desk email or phone?
No. It adds Teams as another way for users to reach you. Tickets from Teams, email and phone all land in your PSA and go through the same Intake and Triage agents.
How does it know who the user is?
The user is signed in to Teams with their Microsoft 365 account. Mizo uses that account to identify them and match them to the right client and contact in your PSA, instead of asking.
Whose name do my clients see?
Yours. The Teams app is branded with your MSP's name and logo, so clients talk to your help desk, not to a third party.
What if the user needs a technician right away?
The Teams Agent captures the issue and creates the ticket; it doesn't try to fix it in the chat. Urgent tickets are flagged for your team like any other ticket.
Works with the rest of the fleet
The Teams Agent is another front door to Mizo's end-to-end service desk.