Mizo Tech Checklist — Resolution Phase
Mizo Tech Checklist — Resolution Phase
Quick reminder of what to use Mizo for on every ticket.
1. Similar Tickets
Before troubleshooting, scan what’s already been solved.
- Open the Similar Tickets panel on the ticket
- Review titles + clients to spot a match
- Click into a similar ticket to read the prior resolution
- Reuse the approach — don’t reinvent it
Why it matters: Past tickets often hold the exact fix. Two minutes here can save an hour.
2. Recommended KBs / Assets
Mizo surfaces the right articles automatically — use them.
- Check the Knowledge bases/Assets buttons for linked knowledge articles or Assets
- Click into them to open the full cintent
- Reference KB content in your work — don’t rely on memory
- Use asset details to scope the fix (model, OS, install date, etc.)
- Missing the right article? Note it for KB creation at the end
Why it matters: Mizo pulls from your IT Glue / Hudu / SharePoint / Confluence so you stay consistent with team-approved answers.
3. Communication
Don’t write from scratch — let Mizo draft.
- If info is missing, use Prepare email note
- Review the AI-drafted email before sending
- Click Send to customer when ready, or refine in chat first
- Use this chat for any further communications
Why it matters: Communcations features keeps the user moving while you’re on other tickets.
4. Resolution Steps
Stop guessing the next move — Mizo proposes them.
- Open the Recommended resolution steps chat
- Use chat to Refine resolution steps if context is missing
- Skip steps that don’t apply — the rest stay actionable
- Continue working with Mizo and explore in details what you need
- Ask Mizo to Save a summary of the resolutions steps and log time
Tip: If no internal steps fit, web-search-resolution-steps (when enabled) extends the suggestions.
5. Documentation
Close the loop so the next tech doesn’t repeat your work.
- Click Document resolution when the ticket is solved
- Refine the AI-drafted KB title and structure in chat
- Save the article — Mizo can auto-log a PSA time entry
- Confirm resolution notes synced back to your PSA
Why it matters: Today’s KB is tomorrow’s “Similar Ticket” — every article you save makes the team faster.
Daily Habit (60 seconds per ticket)
1. Similar tickets? → 2. KBs/Assets? → 3. Email user? → 4. Resolution steps → 5. Document it If you do all five, you’re using Mizo the way it was built.