Getting Started with Mizo
Set up Mizo on your MSP service desk: connect ConnectWise PSA, Autotask or HaloPSA, add your documentation, then turn on agents step by step.
Updated Oct 8, 2026
Help Center
Mizo documentation: setup guides for ConnectWise PSA, Autotask, and HaloPSA, plus IT Glue, Hudu, Confluence, SharePoint, Microsoft 365, and Teams. Learn what each AI agent does on your service desk, follow step-by-step how-to guides, and look up how every feature behaves.
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Getting started
Onboarding, best practices, and the day-to-day basics of working with Mizo in your PSA.
Onboarding Guide: From Kickoff to Go-Live
What happens during your two-week Mizo onboarding: integration call, recommendation-mode fine-tuning, review call, team training and go-live.
Updated Oct 8, 2026
Mizo Best Practices
Which integrations and agents to turn on first, the fine-tuning to prepare before go-live, and a recurring audit checklist for running Mizo.
Updated Oct 8, 2026
Using the Pod
How to use the Mizo Pod and its shared Todo List inside your PSA ticket to triage, dispatch and resolve tickets.
Updated Oct 8, 2026
Mizo Tech Checklist — Resolution Phase
A five-step checklist for technicians using Mizo on every ticket: similar tickets, KBs and assets, drafted emails, resolution steps, documentation.
Updated Oct 8, 2026
Integration setup guides
Connect ConnectWise PSA, Autotask, HaloPSA, IT Glue, Hudu, Confluence, SharePoint, Microsoft 365, Microsoft Bookings, and Teams.
ConnectWise PSA Setup Guide
Connect ConnectWise PSA to Mizo: create the security role, API member and API keys, then add the Mizo pod as a hosted API.
Updated Nov 11, 2026
Autotask PSA Setup Guide
Connect Autotask to Mizo: create the security level and API user, activate the Mizo Integration Center vendor, and set up ticket insights.
Updated Nov 11, 2026
HaloPSA Setup Guide
Connect HaloPSA to Mizo: create the API agent, application and ticket tab, configure the Mizo resolve and note actions, and add the webhook.
Updated Oct 8, 2026
Phone Intake Setup Guide
Set up the Mizo Phone Agent: get your Mizo number, configure transfers and instructions, and forward calls to it from your VoIP phone system or PBX.
Updated Oct 9, 2026
End User Verification Setup Guide
Set up Mizo End User Verification: connect Microsoft 365 with GDAP, choose verification methods and permissions, and test it on a password reset ticket.
Updated Oct 9, 2026
Confluence Setup Guide
Connect Confluence Cloud to Mizo with an Atlassian API token so your spaces and pages feed ticket suggestions and resolution documentation.
Updated Oct 8, 2026
Hudu Setup Guide
Connect Hudu to Mizo with a restricted API key (no password view, delete or export) so Mizo can use your Hudu documentation.
Updated Oct 8, 2026
IT Glue Setup Guide
Connect IT Glue to Mizo: create an API key without password access and a Mizo Agent user in a group that denies password access.
Updated Oct 8, 2026
Microsoft 365 GDAP Setup Guide
Connect Mizo to customer Microsoft 365 tenants with Granular Delegated Admin Privileges (GDAP) in Partner Center, then match tenants to companies.
Updated Oct 8, 2026
Microsoft Bookings Setup Guide
Connect Microsoft Bookings to Mizo with a Microsoft Entra app registration, then pick the booking business Mizo uses for technician booking links.
Updated Oct 8, 2026
Microsoft Teams Webhook Setup Guide
Send Mizo notifications for high- or medium-urgency tickets to a Microsoft Teams channel or chat using a Teams Workflows webhook.
Updated Oct 8, 2026
Nilear Setup Guide
Show the Mizo pod inside Nilear for ConnectWise PSA: enable standalone mode in the Mizo console and update the ConnectWise hosted API URL.
Updated Oct 8, 2026
SharePoint Setup Guide
Connect SharePoint to Mizo: register an app in Microsoft Entra, grant Graph permissions, and restrict access to the specific sites Mizo should read.
Updated Oct 8, 2026
TimeZest Setup Guide
Connect TimeZest to Mizo with an API key, pick the default appointment type, and write the booking rules Mizo follows when it sends TimeZest booking links.
Updated Nov 4, 2026
Agents reference
What each Mizo agent does, what triggers it, how to configure it, and what it writes to your tickets.
Phone Intake Agent
Reference for the Mizo Phone Agent: how it answers MSP support calls, identifies callers, opens PSA tickets live, and transfers to a technician.
Updated Nov 4, 2026
Intake Agent
Reference for the Mizo Intake Agent: contact and company attribution, catch-all tickets, spam closing and duplicates in ConnectWise, Autotask and HaloPSA.
Updated Oct 8, 2026
End-User Verification Agent
Reference for Mizo End-User Verification: confirm who is behind a ticket with a Microsoft 365 MFA push, Duo push or one-time link before sensitive actions.
Updated Oct 9, 2026
Triage Agent
Reference for the Mizo Triage Agent: ticket titles, categories, urgency and impact, agreements, ticket splitting and asset linking in your PSA.
Updated Oct 8, 2026
Dispatch Agent
Reference for the Mizo Dispatch Agent: team and technician assignment, dispatch notes, scheduling and booking links in ConnectWise, Autotask and HaloPSA.
Updated Oct 8, 2026
Communication Agent
Mizo Communication Agent reference: first responses and client updates by email, Teams or Slack, clarifying questions and per-PSA behavior.
Updated Oct 9, 2026
Resolution Agent
Reference for the Mizo Resolution Agent: KB-based resolution steps, similar tickets, and technician-approved fixes such as Microsoft 365 password resets.
Updated Oct 9, 2026
Documentation Agent
Mizo Documentation Agent reference: turn resolved tickets into KB articles in IT Glue, Hudu, Confluence, SharePoint or HaloPSA, after technician approval.
Updated Oct 8, 2026
Quality Review Agent
Reference for the Mizo Quality Review (QA) Agent: the five checks it runs on closed tickets, scheduling, exclusions, custom instructions and findings.
Updated Oct 8, 2026
How-to guides
Short, task-focused recipes for common configuration jobs.
Clear Promotional, Duplicate and Catch-All Tickets from the Queue
Use Mizo to close newsletters, merge duplicate tickets and attribute catch-all tickets in your PSA, rolled out in a safe order.
Updated Oct 8, 2026
Configure Client-Specific Rules
Give one client different Mizo behavior: location overrides for automation settings and fine-tuning rules, client-named rules, and what stays tenant-wide.
Updated Oct 8, 2026
Connect IT Glue or Hudu as a Knowledge Source
Connect IT Glue or Hudu to Mizo so resolution steps cite your documentation, assets can be linked to tickets, and KB articles can be published.
Updated Oct 8, 2026
Exclude Alert Boards from Quality Review
Stop the Mizo QA Agent from flagging monitoring alerts, backup reports and vendor tickets by excluding boards, queues or ticket types from automatic review.
Updated Oct 8, 2026
Exclude Internal Tickets from Dispatch
Keep internal or other specific tickets out of Mizo automatic dispatch with exclusion rules, location overrides, or a ConnectWise ticket-source skip list.
Updated Oct 8, 2026
Require End-User Verification on Password Reset Tickets
Verify the requester with a Microsoft Entra MFA push or a one-time link before Mizo resets a Microsoft 365 password, and choose which companies it covers.
Updated Oct 8, 2026
Route Phone Calls to an On-Call Technician
Send after-hours calls to the Mizo Phone Agent and have emergencies, VIPs and callers who ask for a person transferred to your on-call technician.
Updated Oct 8, 2026
Run Dispatch in Recommendation Mode Before Going Autonomous
How to run Mizo dispatch as recommendations first, review its picks and overrides, and decide when to let it assign tickets automatically.
Updated Oct 8, 2026
Send Urgent Ticket Alerts to Microsoft Teams
Get a Microsoft Teams message whenever Mizo triages a ticket as high (or medium) urgency, using a Teams Workflows webhook.
Updated Oct 8, 2026
Set Technician Availability for Dispatch
Make Mizo dispatch respect who is actually free: PSA work schedules, time off, onsite visits, partial capacity rules and location settings.
Updated Oct 8, 2026
Set Ticket Usage Alerts and Limits
Configure usage alert and block rules on the Mizo Usage page so admins are notified, or usage is stopped, when a threshold is reached.
Updated Oct 8, 2026
Feature runbooks
Detailed behavior, settings, and troubleshooting for each individual Mizo feature.
Agreement & Contract Selection
Mizo applies the right agreement (ConnectWise) or contract (HaloPSA, Autotask) to each new ticket, automatically or as a recommendation.
Updated Oct 8, 2026
Bundle Tickets (Merge Tickets)
Mizo detects exact duplicate tickets and bundles (ConnectWise) or merges (HaloPSA, Autotask) them, keeping the history of each original ticket.
Updated Oct 8, 2026
Catchall Management
How Mizo handles tickets from generic addresses, unknown senders and system notifications: matching the right contact and closing spam.
Updated Oct 8, 2026
Close Promotional Tickets
Mizo detects newsletters and marketing emails that land in your PSA and closes them, automatically or as a one-click recommendation.
Updated Oct 8, 2026
Compact Autotask Ticket Descriptions
Mizo automatically shortens over-long Autotask ticket descriptions so they always save successfully.
Updated Sep 15, 2026
Contact Assignment
Automatically identifies who a ticket is really from and reassigns it to the correct PSA contact.
Updated Sep 15, 2026
Contact Creation
Automatically detect new requesters and propose creating them as PSA contacts, pending technician approval.
Updated Sep 16, 2026
Contact Phone Number
Detects callback numbers requesters share in tickets and saves them to their PSA contact record.
Updated Sep 15, 2026
Create KB Articles from Resolved Tickets
Turn resolved tickets into KB articles in IT Glue, Hudu, Confluence, SharePoint or HaloPSA, drafted by Mizo and published after technician approval.
Updated Oct 8, 2026
Dispatch
How Mizo picks the team and technician for each ticket in ConnectWise, Autotask or HaloPSA: availability, SLA fit, workload, skills and your rules.
Updated Oct 8, 2026
Fine-Tuning Rules
Write plain-English fine-tuning rules that shape how Mizo triages, dispatches, communicates and resolves tickets, then check them with Test Rules.
Updated Oct 8, 2026
Link Configurations
Automatically match and link the right device or asset to every ticket for instant technician context.
Updated Sep 16, 2026
Microsoft Bookings Links
Mizo creates a Microsoft Bookings link for the dispatched technician and adds it to the pre-assistance email so the end user can book a time.
Updated Oct 8, 2026
Resolution Steps
Mizo drafts troubleshooting steps from your KB and can automatically fix select issues once a technician approves.
Updated Sep 15, 2026
Schedule Tickets
After dispatch, Mizo books or proposes the technician's next open slot on their PSA calendar, based on working hours and ticket urgency.
Updated Oct 9, 2026
Send First Response
Mizo drafts, and can auto-send, a first-response email asking customers what's missing before work starts.
Updated Sep 15, 2026
Setting Up the QA Agent
How the QA Agent reviews closed tickets, what it checks, and how to write custom instructions it will actually follow.
Updated Sep 15, 2026
Split Tickets
Mizo detects tickets that contain several distinct requests and splits them into separate linked tickets, automatically or after review.
Updated Oct 8, 2026
Update Ticket Categories
Mizo automatically sets ticket categories, subcategories, and sub-subcategories based on the ticket content.
Updated Sep 15, 2026
Update Ticket Title
Mizo rewrites vague email subject lines into clear, structured ticket titles and writes them to your PSA automatically or after review.
Updated Oct 8, 2026
Work Types & Work Roles (ConnectWise)
How Mizo sets the ConnectWise work type and work role when it sends a pre-assistance communication, and how to fine-tune them.
Updated Oct 8, 2026