AI Triage Agent for MSPs
Stop sorting tickets by hand. The Triage Agent reads every incoming ticket and instantly assigns the right category, priority, and SLA — so the right work starts faster, every time.
Manual triage is the first bottleneck of the day
Every ticket that waits to be sorted is a ticket not being solved. Manual triage is slow, inconsistent, and a waste of senior technician time.
Delayed Start
Manual sorting adds 15–30 minutes before any real work begins.
Wrong Priority
Similar issues get different priorities depending on who sorts them.
Inconsistent Routing
Misclassified tickets lead to reassignments and SLA misses.
Wasted Senior Time
Your best techs spend hours sorting instead of solving.
From ticket to classified in seconds
Fully automated triage, before a human touches the ticket.
Ticket Arrives
Email, portal, or chat submission instantly triggers the Triage Agent — no queue, no waiting.
AI Classification
Natural language processing identifies issue type, category, and the skills the fix will require.
Priority & SLA
Impact, urgency, and customer tier are scored together to set the right priority and SLA target.
Hand-off to Dispatch
The fully classified ticket passes to the Dispatch Agent, ready to route to the right technician.
Average time from ticket arrival to full classification
What the Triage Agent handles
Comprehensive triage automation that eliminates manual sorting entirely.
Intelligent Classification
AI reads and understands ticket content to categorize issues with human-level accuracy.
- Issue type identification (hardware, software, network)
- Sub-category and tag assignment
- Required skill-set detection
- Adapts to your MSP's terminology
Priority & SLA Scoring
Consistent, objective priority based on multiple factors — not the dispatcher's mood.
- Business impact analysis
- Urgency detection from language cues
- Customer tier consideration
- SLA deadline awareness
Multi-Issue Detection
Spots tickets that hide more than one problem and handles them cleanly.
- Detects multiple issues in one ticket
- Splits or flags for review
- Separates symptoms from root problems
- Prevents half-resolved tickets
Agreement Detection
Matches every ticket to the correct service agreement in your PSA, automatically.
- Contract and SLA auto-detection
- Client-agreement mapping from PSA data
- Covered vs. billable identification
- Accurate billing from day one
Triage impact
What MSPs gain when triage runs itself.
to classify a ticket
classification accuracy
saved per dispatcher daily
manual pre-sorting
Triage Agent questions
What does the Triage Agent do?
The Triage Agent reads every incoming ticket the moment it arrives and assigns the right category, priority, and SLA — before a human ever looks at it. It removes the manual sorting step entirely and hands a fully classified ticket to the Dispatch Agent.
How accurate is AI ticket triage?
Mizo's Triage Agent achieves 95%+ classification accuracy and continuously learns from your team's corrections and historical data. Most MSPs see accuracy exceed 97% within the first month of use.
Can it handle tickets with more than one issue?
Yes. The agent detects tickets that contain multiple issues and can either split them into separate tickets or flag them for human review, so nothing gets half-resolved.
What happens when the AI isn't confident?
When confidence is below threshold, the ticket is flagged for human review rather than misrouted. Your team verifies the classification, and the agent learns from the correction to improve future accuracy.
Works with the rest of the fleet
Triage is the first step in Mizo's end-to-end service desk.
Proven Results for MSPs
26%
Average increased capacity per technician
30%
Less escalations
100%
Removes the need for a dedicated triage and dispatch role
How MSPs Use Mizo AI: Customer Success Stories
See how high-growth MSPs use Mizo to deliver faster support with AI-powered service desk automation.
Commandare Technologies
Patrick Racine, Founder & President
With Mizo handling our triage, our technicians can focus on work that truly matters
Patrick Racine
Founder & President, Commandare Technologies
How MSPs Use Mizo AI: Customer Success Stories
See how high-growth MSPs use Mizo to deliver faster support with AI-powered service desk automation.
Nexxo Technologies
Laurence St-Yves, Chief Technology Officer
Our kill rate is better. Our SLA compliance is better.
Laurence St-Yves
Chief Technology Officer, Nexxo Technologies