Close Promotional Tickets

Newsletters, vendor marketing emails, and product-update blasts land in shared support inboxes all the time — and every one of them becomes a ticket a technician has to notice and dismiss. Close Promotional Tickets recognizes this kind of message and closes it automatically, optionally moving it to a dedicated board first, so your team never has to triage spam by hand.

Why It Matters for MSPs

• Cleaner ticket queues. Newsletters and marketing blasts get closed before they ever compete for a technician’s attention.
• No manual cleanup. Instead of technicians spotting and closing spam tickets one by one, Mizo handles it as part of normal ticket intake.
• Nothing reaches the requester. Mizo leaves an internal note explaining the close — the sender is never emailed.

How It Works

Mizo already reads every new ticket to work out who sent it (see Contact Assignment). As part of that same read, it also decides whether the message is a real request at all, or promotional content that doesn’t need a technician’s attention.

When Mizo decides a ticket is promotional and this feature is on, it closes the ticket — either immediately on its own, or as a one-click action offered to a technician, depending on the level chosen.

This only happens the first time Mizo processes a ticket. A promotional-looking ticket that slips through on the first pass — for example if a customer’s reply later reopens it — won’t be auto-closed on a later pass; it stays open for normal handling from that point on.

The “is this promotional” check itself isn’t controlled by this feature’s own setting — it’s a byproduct of the Contact Assignment analysis Mizo runs on every new ticket. That means if Contact Assignment is off, Mizo never evaluates whether a ticket is promotional at all, and turning Close Promotional Tickets on makes no difference.

A related setting, “Move spam to a board before closing,” relocates a promotional ticket to a dedicated board (like a “SPAM” board) right before it’s closed, based on your tenant’s routing rules. This is available for ConnectWise only.

Configuring Close Promotional Tickets

Both settings live on the Workflow page, under the “Intake” section.

Close promotional tickets

Move spam to a board before closing (ConnectWise only)

There’s no separate “Recommendation” level for the board move — it rides along automatically with whichever action triggers the close.

Roles and Permissions

Changing either “Close promotional tickets” or “Move spam to a board before closing” requires full access to the Workflow page in the backoffice; technicians with read-only access can see the current setting but not change it.

Confirming a Recommendation-level “Close ticket” action works differently — it happens from inside the PSA’s own ticket screen (the Mizo panel embedded in the ticket view), not from the backoffice. Any technician who can open that ticket inside the PSA can click “Close ticket,” regardless of their Mizo backoffice role; the action isn’t gated by the same page-level permission that controls the setting itself. The acting technician’s name is still recorded for the audit trail, and every close — plus any board move — is logged in the ticket’s Mizo activity history along with the reasoning Mizo used.

Concrete Usage Examples

A vendor sends a quarterly product-update newsletter to the shared support inbox. Mizo recognizes it as promotional — unsubscribe link, mass-mail tone, no specific request. With Automation on, it closes the ticket right away with an internal note; the sender never receives an email from Mizo.

A client emails asking the MSP to apply a vendor’s seasonal licensing discount. Even though the message uses the word “promotion” or “discount,” Mizo recognizes this as a real client request, not spam, and leaves it alone for normal handling.

A monitoring or RMM alert creates a ticket with no human sender. Mizo treats automated monitoring alerts as their own category, separate from promotional content — this feature never closes an alert ticket just because no person sent it.

Best Practices

• Check “Automate end user assignment” first if Close Promotional Tickets seems to be doing nothing — that’s a more common misconfiguration than this setting itself.
• Start on Recommendation so a technician confirms the first handful of closes, then move to Automation once it’s proven accurate for that tenant. A wrongly-closed real customer ticket is the costliest failure mode here, so it’s worth being conservative during onboarding.
• ConnectWise tenants routing spam to a board: turn on “Move spam to a board before closing” and define board-routing rules in the “End user assignment instructions” field — an empty rules field means the move never happens, even with the setting active.
• HaloPSA tenants: confirm the “Mizo resolve” outcome is configured before assuming this feature is broken.

Troubleshooting

• A Recommendation-level “Close ticket” action fails when clicked. Mizo couldn’t find its own processing record for that ticket, and the action fails with a not-found error.
• On ConnectWise, a close fails outright. This happens when the ticket’s board has no status configured as “closed,” or the ticket has no board at all — the error names the missing configuration explicitly. Make sure at least one active status on the board is flagged “closed.”
• On HaloPSA, promotional tickets never close even with the setting on. Check the integration health check for a missing “Mizo resolve” outcome first — it flags this ahead of time with an explicit “please create this outcome” message. The close attempt itself doesn’t produce a clear error on the ticket when the outcome was never configured, so the health check is the reliable signal here.
• At Automation level, a failure is silent — nothing is shown to anyone, and the ticket simply stays open. At Recommendation level, the technician clicking the action does see the failure.

Frequently Asked Questions

Mizo closed a real ticket by mistake — how do we stop that? Move “Close promotional tickets” to Recommendation so a technician confirms each close before it happens. If a known newsletter or vendor address keeps triggering false positives, consider a tenant-specific rule under end-user assignment instructions telling Mizo not to treat that sender as promotional.

Why didn’t Mizo do anything on this ticket? Most often “Automate end user assignment” is off, so the promotional check never ran; or “Close promotional tickets” is off/Recommendation and no one has confirmed the action yet; or Mizo genuinely decided the ticket wasn’t promotional, which is expected and silent.

Can we turn this off for one client? Not for this specific feature — the automation level is tenant-wide. A per-client exception would need to go through a tenant-wide end-user-assignment rule.

Per-PSA Differences

“Move spam to a board before closing” only exists for ConnectWise — Mizo has no way to relocate a ticket to a different board or queue on HaloPSA or Autotask, so a promotional ticket on those platforms always closes on whatever board it was already on.

HaloPSA additionally requires a specific “Mizo resolve” outcome to be configured on the tenant’s instance before this feature can close anything there. ConnectWise instead needs at least one status on the ticket’s board flagged “closed” — standard PSA configuration rather than something built specifically for Mizo. Autotask has no equivalent setup requirement.