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Run Dispatch in Recommendation Mode Before Going Autonomous

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Running dispatch at Recommendation lets your dispatcher see every pick Mizo would make, with its reasoning, before anything is written to the PSA. Use it to check your availability data and rules, then move to Automation once the picks hold up.

Before you start

  • Your PSA is connected and technicians are active in it.
  • Technician schedules and time off are in the PSA. See Set technician availability for dispatch.
  • You have full access to the Workflow and Fine-tuning pages in the Mizo console.

Steps

  1. Choose who can be dispatched. In Fine-tuning → Dispatch, enable the boards and users that are eligible for dispatch. An empty list means nothing is eligible.
  2. Describe your teams. Add a short definition for each team (HaloPSA), board (ConnectWise) or queue (Autotask): what it handles and the skills it covers. See Fine-Tuning Rules.
  3. Set Assign tickets to Recommendation on the Workflow page (app.mizo.tech/automation).
  4. Keep scheduling in review too. If you use Schedule tickets, leave it at Recommendation or Off. Don’t put Schedule at Automation while Assign is at Recommendation — Mizo would book calendar time before anyone approves the technician.
  5. Review picks in the ticket. Each new ticket gets a Dispatch ticket action with the team, technician and reasoning (availability, workload numbers, SLA fit, skill match). Confirm it, or change the team or technician and add an explanation for the override.
  6. Record why you override. Ask the dispatcher to note a short reason each time they change a pick. After a couple of weeks, sort the reasons:
    • Not available — missing time off, project work or onsite visits. Fix the calendar data.
    • Wrong skill — the technician’s history doesn’t show the specialty yet. Add a dispatch rule or team definition.
    • Client preference — write it as a rule, e.g. “For Client ABC, always assign to John unless unavailable.”
  7. Switch to Automation when overrides for “not available” are close to zero for a couple of weeks. Mizo then writes the team and technician directly, with the reasoning kept in the audit trail.

Good to know

  • You can keep Recommendation for some clients and use Automation elsewhere: the Assign setting can be overridden per client location. See Configure client-specific rules.
  • If no team can be matched to a ticket, no Dispatch action appears at all. That’s expected, not an error.
  • New technicians start without a skill profile; Mizo ranks them on availability, SLA fit and workload until their history builds up.
  • The optional dispatch note follows the same pattern: at Recommendation it is only posted if the dispatcher keeps the drafted text when confirming.