Contact Creation
When a ticket comes in from someone who doesn’t yet exist as a contact in your PSA, Mizo can spot it and propose creating them — pulling their name, email, phone number, title, and company straight out of the ticket. Nothing is ever written to your PSA automatically: a technician always reviews and confirms the new contact before it’s created.
Why It Matters for MSPs
- Fewer unattributed tickets. Instead of a ticket sitting under a generic catch-all contact, Mizo gives your team a ready-made path to attach it to the right person.
- Less manual data entry. Mizo pre-fills the new contact’s details from the ticket itself, so technicians just review and confirm rather than typing from scratch.
- Consistent contact records. Every proposed contact follows the same extraction logic, keeping your PSA contact data clean across clients.
- Full control stays with your team. Every proposed contact goes through a human review step — Mizo never creates a PSA contact on its own.
How It Works
Contact Creation rides on the same ticket read Mizo uses for Contact Assignment. When a ticket can’t be matched to an existing PSA contact — for example, a message landing in a shared inbox from someone whose email, phone, or name doesn’t match anyone on file — Mizo checks whether it has enough to propose a new one.
If it does, Mizo adds a “Create and assign a contact” item to the ticket’s to-do list, pre-filled with whatever it found (name, email, phone/extension, title, company), and will assign that contact to the ticket once it’s created.
Mizo intentionally stays silent in a few cases:
- The ticket doesn’t contain a usable name, email, or phone number for the requester.
- Mizo can’t match the ticket to a company.
- The ticket looks like it came from a monitoring or alerting tool rather than a real person — Mizo skips contact creation for these since there’s no real requester identity to work from.
Configuring Contact Creation
The setting is called Suggest contact creation (shown as Suggest user creation on HaloPSA tenants) on the Workflow page.
| Setting | What happens |
|---|---|
| Off | Mizo never proposes creating a new contact on any ticket. |
| Recommendation | Mizo proposes a “Create and assign a contact” to-do whenever it can’t match an existing contact on an eligible ticket. A technician must review and confirm before anything is created in the PSA. |
| Automation | Not available for this setting. The dropdown only offers Off and Recommendation — Mizo can never create a PSA contact without someone confirming it. |
There is no fully automatic level for this setting — every new contact always goes through a technician’s confirmation, either from the to-do list directly or by asking the AI ticket-chat assistant to create it on their behalf.
Because the requester-identity extraction is part of the same AI pass used for Contact Assignment, that inference work happens (and is billed under Contact Assignment) whenever Contact Assignment is on — turning Suggest Contact Creation off doesn’t save any additional AI cost, it only stops the “propose a new contact” to-do from being offered.
Roles and Permissions
Changing “Suggest contact creation” requires full access to the Workflow page; technicians with read-only access can view it but not change it.
Confirming a proposed contact — from the to-do list or via the ticket-chat assistant — works differently: it’s authenticated through the panel’s own service connection, not a per-technician PSA permission check. Any technician who can open the ticket in Mizo’s panel and see the to-do can trigger contact creation.
Concrete Usage Examples
Catch-all inbox ticket, real new employee. A ticket comes in from a personal email address, but the message body includes the sender’s full name, a work email, a phone number, and mentions “ACME Corp.” No contact at ACME matches by email, phone, or name. Mizo proposes creating “Jane Smith, [email protected], ACME Corp” as a to-do. A technician opens it, corrects the phone extension, and clicks create — the contact now exists in the PSA and is attached to the ticket.
RMM or monitoring alert ticket. An automated monitoring alert opens a ticket with no real person behind it. Mizo doesn’t propose a contact for this ticket even with the setting on, because it recognizes the ticket as automation-generated.
Vague ticket, no identifying details. A ticket only says “my printer is broken,” with no name, email, or phone anywhere in it or the sender’s address. Mizo has nothing to work with and stays silent — no to-do, no note, no error.
Best Practices
- Turn on Contact Assignment first. Contact Creation’s detection is folded into the Contact Assignment pass — if Contact Assignment is off, Mizo never even looks for a new contact to propose, regardless of this setting.
- HaloPSA tenants: confirm every active client/company has at least one active Site configured. Without one, Mizo’s create action will fail, so it’s worth checking during onboarding rather than waiting for a technician to hit it.
- There’s only one “on” level, so there’s no calibration needed beyond enabling it — every suggestion already requires a technician’s confirmation.
Troubleshooting
Neither confirmation surface shows a detailed validation message, which can make a stuck to-do look broken:
- In the ticket-chat panel, the Create button is simply greyed out until name, email, and company are filled in — no explanatory text appears.
- In the PSA-embedded panel, a required field is flagged using just the field’s own label (so it reads “Name” rather than “Name is required”), and an invalid email doesn’t show any message at all.
If a technician says “the button does nothing,” the cause is almost always an unfilled field with no message explaining which one.
If the PSA itself rejects the contact — for example, a HaloPSA company with no active Site — the failure is silent from the technician’s point of view: nothing appears on screen, no toast or banner, and the to-do is left exactly as it was. Check the PSA directly to confirm whether the contact was actually created.
Frequently Asked Questions
Why didn’t Mizo create or suggest a contact for this ticket? A few common reasons: Contact Assignment is off (this feature never runs), Suggest contact creation is off, Mizo couldn’t match the ticket to an existing company, the ticket reads as an automated/monitoring alert, or the ticket simply didn’t contain enough of the requester’s name, email, or phone to work with.
Can Mizo create contacts on its own, without anyone clicking anything? No. Every contact creation goes through a to-do that a technician — or the AI ticket-chat assistant, at a technician’s request — has to confirm.
Can we turn this off for one client only? Yes. Automation settings support per-company/location overrides, the same mechanism used for every other automation setting.
Per-PSA Differences
- HaloPSA: contacts are called “Users,” so the setting reads “Suggest user creation” and the to-do reads “Create and assign a user.” Halo also requires the target company to already have an active Site before a contact can be created — ConnectWise and Autotask have no equivalent requirement.
- Autotask: the extracted name is split into first/last name. If no name was found at all, the contact is created with placeholder name values rather than a blank name — worth checking if an Autotask contact shows up with an unexpected name.
- ConnectWise: also splits the extracted name into first/last name.