Work types & work roles

Triggered by technician communication only

Work type and work role values are set when a technician uses Mizo to send a pre-assistance email or communication, or when Mizo automatically sends a communication (e.g., a pre-assistance question). These values are not set at any other point in the workflow.

Fine-tuning available
You can configure preferred work types and roles from the Mizo console under Fine-tuning → Communication.

Default behavior (when no fine-tuning is configured)

• Work type: Mizo selects the default work type defined in your ConnectWise environment.
• Work role: Mizo uses the technician dispatched to the ticket. If no one is dispatched, it falls back to the technician who triggered the action.