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Configure Client-Specific Rules

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Most of your clients can share the same Mizo configuration, but some always need something different — a dedicated technician, a different agreement, a stricter review. There are two ways to handle that: override a setting for one client location, or name the client in a rule.

Option 1: Location overrides

Settings are tenant-wide by default. Many of them support a location-specific override that applies different behavior to one client location. For fine-tuning rules, the override lives on the same page as the tenant-wide rule it overrides.

You can override:

  • Automation levels on the Workflow page — for example, keep Assign tickets or Send pre-assistance questions by email at Recommendation for a sensitive client while the rest run at Automation.
  • Fine-tuning rules that support overrides — for example, a different category or dispatch rule for one location.
  • Dispatch eligibility — the eligible teams/technicians allowlists and dispatch rules can be scoped to a location.
  • Scheduling — appointment duration and booking-hour windows.

CAUTION

An override you create and leave blank silently cancels the tenant-wide rule for that location. “The rule works everywhere except this one client” is usually an empty override.

Option 2: Name the client in a rule

For a one-line exception, write the client into a fine-tuning rule. Name the client explicitly and say which general rule it overrides:

  • Dispatch: “For Client ABC, always assign to John unless unavailable.”
  • Triage: “If the client is ‘VIP Corp’ and the ticket contains ‘urgent’, set urgency to High.”
  • QA custom instructions: “For Acme Corp only, all onsite work is included under their Premium agreement — do not apply the standard onsite billable-by-default rule to this client.”

Put specific rules before general ones — earlier rules take precedence. See Fine-Tuning Rules.

Other client-level controls

  • Companies with reattribution enabled — lets Mizo reassign the company on tickets from these clients even when they didn’t come through a catch-all mailbox. See Contact Assignment.
  • Dedicated client teams (ConnectWise only) — a client’s own support team members in ConnectWise are added as extra dispatch candidates.

What can’t be set per client

These settings are tenant-wide today:

  • Close promotional tickets — a per-client exception has to be written as an end-user-assignment rule.
  • Split multiple requests.
  • The Contact Assignment automation level (clients can still be left off the reattribution list).
  • The Diagnostic Agent and Resolution Agent switches. A client without a Microsoft 365 connection simply never gets a resolution plan.

Check it worked

Use Test Rules to preview a saved rule against a ticket from that client and one from another client — it changes nothing in your PSA. Only saved rules are tested, so save first. Test Rules is only available on tenants where it has been enabled; otherwise, check the outcome on real tickets.