Set Ticket Usage Alerts and Limits
Usage rules let admins keep an eye on Mizo consumption without checking the dashboard every day. Each rule watches one usage category over a time period and fires when a threshold is reached — either alerting you or blocking further usage.
Before you start
- You need admin access to the Mizo console.
- Look at your current usage on the Usage page first so your thresholds reflect normal volume. Usage dashboards include QA runs, phone calls and end-user verifications as well as ticket processing.
Steps
- Open the Usage page in the Mizo console.
- Add a usage rule and choose:
- Whether it’s an alert rule (notifies you) or a block rule (blocks usage in that category once the threshold is reached).
- Category — what the rule counts.
- Time period — the window the threshold applies to.
- Threshold — the amount that triggers the rule.
- Save the rule. Repeat for each category or period you want to watch — you can configure multiple rules.
When usage approaches a limit, the usage charts show the threshold as a line, and usage limit alerts appear in Mizo’s in-app notifications.
CAUTION
A block rule blocks usage once its threshold is reached. Use alert rules for early warnings, and make sure someone owns the response before you add a block.
Tips
- Alert before you block. For example, an alert at a level you’d want to know about, and a block only as a hard ceiling.
- Know what counts even when a feature is off. Some analyses run on every ticket regardless of the setting — for example, title suggestions and multiple-request detection are generated (and billed) even at Off. Each ticket created by a split bills as its own ticket. Turning a feature’s automation level to Off stops it from running only where the feature’s article says so (for example, Dispatch and Schedule Tickets).
- Expect a jump when phone intake starts. If you route calls to the Phone Intake Agent, real call volume is often higher than estimated, because abandoned and voicemail calls are rarely counted beforehand.