Agreement

Agreement — called “Select agreement” on ConnectWise, and “Select contract” on HaloPSA and Autotask — is a Mizo feature that automatically identifies which active service agreement or contract a new ticket belongs to, and applies it in your PSA. This runs as part of Mizo’s standard first-pass review of every new ticket, so technicians don’t have to manually track down and assign the correct agreement before work can begin.

Why It Matters for MSPs

• Faster ticket setup. The correct billing/service agreement is in place before a technician even opens the ticket.
• Accurate billing. Tickets are tied to the right contract from the start, reducing rework and billing disputes down the line.
• Less manual lookup for dispatchers and technicians juggling clients with multiple active agreements.

How It Works

Mizo evaluates each new ticket’s company and picks from that company’s active agreements or contracts:

• No active agreements — nothing happens. No pick is made or shown.
• Exactly one active agreement — Mizo assigns it automatically. This is a deterministic match, not an AI judgment call.
• Two or more active agreements — Mizo’s AI reads the ticket’s title, description, category, type, urgency, and impact, and compares that against the available agreements to choose the best fit. This is the only case where a fine-tuning rule can influence the outcome.

This step only runs on a ticket’s first pass through Mizo. If a ticket is reprocessed later, it’s skipped — whatever agreement was set (or not set) on the first pass stays as-is.

If Mizo evaluates a ticket and agrees with the agreement already on it, nothing visibly changes — no to-do item, no note. That’s expected behavior: Mizo assessed it and confirmed the existing value was correct.

How to Use It (Step-by-Step)

1. Go to Mizo Console › Workflow › Triage.

2. Enable the setting labeled “Select agreement” (ConnectWise) or “Select contract” (HaloPSA, Autotask).

3. Choose Recommendation to review Mizo’s pick before it’s applied, or Automation to have it written to the PSA immediately.

   

4. At Recommendation, a pending “Update agreement”/“Update contract” item appears in the to-do next section for a technician to confirm. At Automation, agreements are set automatically with no review step.

5. If Mizo consistently picks the wrong agreement among several candidates for a client, add guidance through the “Agreement selection rules” (ConnectWise) or “Contract selection rules” (HaloPSA, Autotask) fine-tuning field — available from either the Triage or Communication fine-tuning pages, depending on where in the workflow you want to refine it — for example, clarifying naming conventions or which agreement should win for a given ticket type.

Best Practices

• Clients where most tickets have exactly one active agreement are low-risk — the match is deterministic, so it’s generally safe to start at Automation.
• Clients that often carry several active agreements at once rely on an AI judgment call. Start those at Recommendation, review the reasoning for a few weeks, and move to Automation once picks consistently look right.
• This step only runs once, at ticket creation — a wrong pick won’t self-correct on reprocessing. It has to be fixed by hand in the PSA. Set that expectation with customers early; it’s one of the most common questions technicians ask.

Common Use Cases

• Single agreement. A company has exactly one active agreement, “Managed Services Agreement.” A new ticket comes in for that company — Mizo assigns the agreement automatically, with no judgment call needed.
• Multiple agreements. A company has “Premium Support – Infrastructure” and “Basic Desktop Support.” A ticket titled “Email server down” comes in — Mizo compares both and selects the infrastructure agreement, citing the match in its reasoning.

Troubleshooting

If the agreement/contract field stays empty on a ticket, check:

• Does the company have an active agreement/contract in the PSA?
• Is the automation setting turned on (Recommendation or Automation)?
• Did the ticket resolve to the right company and contact? If the company wasn’t identified, this step never runs.
• Was the ticket reprocessed after its first pass? This step only ever runs once.

On Autotask, there’s one added wrinkle: if a company’s synced contracts have all expired, Mizo checks the PSA for a newer one only when there are no synced contracts at all — if Autotask has synced contracts but every one is expired, Mizo won’t look for a newer one. On ConnectWise and HaloPSA, Mizo checks live for a newer contract whenever the synced ones are expired. If an Autotask customer reports Mizo has stopped setting the contract, check whether a renewed contract has actually synced in before assuming the matching itself is at fault.

Roles and Permissions

Turning the automation setting on or off requires full access to the Automation page; read-only access can view the current setting. Editing the fine-tuning rule requires full access to the Fine-Tuning page.