Dispatch Agent
The Dispatch Agent decides who works a ticket and when. It shortlists the right team, board or queue, ranks the technicians on it, optionally leaves a short private note for the assignee, and can book time on their PSA calendar.
What it does
| Capability | What it does | Details |
|---|---|---|
| Assign | Picks the team and technician for the ticket. | Dispatch |
| Dispatch note | Leaves a one- or two-sentence internal heads-up for the assigned technician when something is worth knowing. | Dispatch |
| Schedule | Books or proposes the technician’s next open slot on their PSA calendar. | Schedule Tickets |
| Booking links | Generates a Microsoft Bookings link for the assigned technician and adds it to the pre-assistance email. | Microsoft Bookings Links |
How it picks a technician
- Team selection — Mizo reads the ticket’s subject, description and category and shortlists the top three candidate teams, boards or queues, using your team definitions if you’ve written them.
- Dispatch rules — your written dispatch rules apply first, as hard eligibility filters.
- Technician ranking, in this order:
- Availability — working hours and time off from the PSA. Unavailable technicians are excluded outright.
- SLA fit — how quickly the technician has resolved similar tickets.
- Workload — open work and estimated remaining work, plus how many tickets they’ve received recently relative to their scheduled hours.
- Skill match — similarity with the technician’s past work, used to break ties.
If at least one technician is eligible, Mizo always assigns someone. If a written rule excludes everyone, it returns “no technician” and explains which rule eliminated each candidate.
What triggers it
Dispatch runs right after a ticket is triaged. Scheduling only runs once a technician has been dispatched — it can’t pick a technician on its own. The dispatch note is only drafted when Mizo produces a dispatch recommendation.
Configuration
Workflow page:
| Setting | Levels available |
|---|---|
| Assign tickets | Off, Recommendation, Automation |
| Create dispatch note | Off, Recommendation, Automation |
| Schedule tickets | Off, Recommendation, Automation |
Fine-tuning (Dispatch page):
- Boards and users eligible for dispatch (an empty list means nothing is eligible).
- Team (HaloPSA), board (ConnectWise) or queue (Autotask) definitions.
- Dispatch rules.
- Dispatch per location — limits candidates to technicians at the ticket’s location. Off by default.
- Ignore technician workload for dispatch — removes workload from the ranking. Off by default.
- Dispatch Note Instructions — steers what the note focuses on.
- Default appointment duration (30 minutes by default), weekly booking-hour windows and Scheduling Rules.
Assign, the dispatch note, eligibility lists and dispatch rules can be overridden or scoped per client location. See Configure client-specific rules.
Human-in-the-loop vs autonomous
- Recommendation — Mizo adds a “Dispatch ticket” action to the ticket with its pick and the reasoning behind it. A dispatcher can change the team or technician, add a note, and confirm. Nothing is written to the PSA until then. A proposed appointment appears as a “Schedule appointment” step that can be confirmed together with the assignment.
- Automation — Mizo writes the team and technician (and books the appointment, if Schedule is also at Automation) with no review step.
Don’t run Schedule at Automation while Assign is at Recommendation — Mizo would book calendar time before anyone has approved the technician. See Run dispatch in recommendation mode before going autonomous.
What’s written to the ticket
- Team/board/queue and assigned technician.
- An internal dispatch note, when Mizo has something worth flagging. It is always private on every PSA; on Autotask it appears under a “Mizo Note” heading.
- An appointment: a Schedule Entry (ConnectWise), an Appointment (HaloPSA) or a Service Call (Autotask, not tied to a specific technician’s calendar).
The dispatch reasoning — availability, workload numbers, SLA fit and skill match — is visible on the Recommendation action and in the audit trail.
Supported PSAs
ConnectWise PSA, Autotask and HaloPSA. On ConnectWise only, a client’s dedicated support team members are added as extra candidates.