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Clear Promotional, Duplicate and Catch-All Tickets from the Queue

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Newsletters, duplicates and tickets from unknown senders take a few seconds each to dismiss — multiplied by every technician who looks at the board. Mizo handles these during intake. Roll them out in this order so nothing real gets closed by mistake.

Steps

  1. Turn on contact assignment first. On the Workflow page, set Automate contact/user assignment to Recommendation. Promotional-mail detection and contact creation both depend on it — with it Off, Mizo never checks whether a ticket is promotional. See Contact Assignment.
  2. Close promotional mail. Set Close promotional tickets to Recommendation. A technician confirms each close with one click. Mizo closes the ticket with an internal note; the sender is never emailed. Move to Automation once false positives are negligible. See Close Promotional Tickets.
    • ConnectWise: to move spam to a dedicated board before closing, turn on Move spam to a board before closing and add the board-routing rule to the End user assignment instructions field.
    • HaloPSA: make sure the Mizo resolve outcome is configured, or tickets can’t be closed.
  3. Attribute catch-all tickets. Review the “Update end user” / “Update company” recommendations for tickets from shared mailboxes and unknown senders. Turn on Suggest contact creation so new employees can be added as contacts with one confirmation. See Catchall Management.
  4. Consolidate duplicates. Set Bundle tickets (ConnectWise) or Merge tickets (HaloPSA, Autotask) to Recommendation. Only exact duplicates from the same client, created within the recency window, are eligible, and nothing is deleted. Stay at Recommendation longer for clients with many near-identical recurring requests. See Bundle Tickets (Merge Tickets).
  5. Move each feature to Automation when its recommendations have been consistently right.

Alert and report tickets

Decide your alert policy with your team before automating anything around it: which alerts should create tickets at all, and which should stay visible for review. Often the cleanest fix is upstream, in your RMM or backup notification settings. As a rule, never auto-close a ticket that has time logged against it — that time may be billable.

Mizo never closes a monitoring alert just because no person sent it. To keep alert tickets from cluttering quality reviews, see Exclude alert boards from quality review.

Check it worked

Every close and merge is logged in the ticket’s Mizo activity history with the reasoning behind it. Review those for the first few weeks, especially closes.