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Mizo logo - AI agent service desk automation platform for MSPs and managed service providers

Mizo

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Connect IT Glue or Hudu as a Knowledge Source

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Mizo’s resolution steps are drafted from your own documentation, so connecting your knowledge base is one of the first things to do after your PSA. This guide summarizes what to set up in IT Glue or Hudu and what Mizo does with it once it’s connected.

What Mizo uses it for

  • Resolution steps — Mizo matches tickets against your KB articles and cites them inline in the steps it drafts. See Resolution Steps.
  • Device and asset linking — devices from Hudu or IT Glue are added to the device list Mizo uses to link the right configuration to a ticket, when they also match a record in your PSA. See Link Configurations.
  • Publishing KB articles — Mizo can publish technician-approved articles from resolved tickets. See Create KB Articles from Resolved Tickets.

Connect IT Glue

Follow the IT Glue Setup Guide. In short:

  1. In the Mizo console, go to Integrations → ITGlue and enter your instance URL.
  2. In IT Glue (Admin → API Keys), create an API key with Password access unchecked, and paste it into Mizo. The key is only shown once.
  3. Create a Mizo Agent Passwords Deny group that denies the Passwords asset type, and a Mizo Agent user with the Editor role in that group. Choose which organizations it can access.
  4. If your IT Glue tenant enforces SSO, add the Mizo Agent user to the SSO User Exceptions list — Mizo uses password authentication.
  5. Send the invitation. A Mizo admin completes the account setup.

Connect Hudu

Follow the Hudu Setup Guide. In short:

  1. In Hudu, go to Admin → API Keys → + New API Key.
  2. Name the key (e.g. Mizo Integration) and uncheck View passwords, Delete data and Export data. Copy the key — it’s only shown once.
  3. In the Mizo console, go to Integrations → Hudu, enter your Hudu URL and the API key, then Save Configuration and wait for the connection test.

After connecting

  • Articles are only referenced once they’re synced and indexed in Mizo. Give the initial sync time before judging resolution-step quality.
  • Keep articles current. The quality of resolution steps is directly tied to the coverage and accuracy of your KB.
  • By default, Mizo’s duplicate-article check before publishing looks at the current customer’s articles plus your shared library. Turn on Search-in-all-KB to widen it to every customer’s articles.