Contact Phone Number

When a requester shares a callback number in a ticket — “call me at 555-0100,” or a number in a personal signature that’s clearly theirs — Mizo can notice it and offer to save it, or save it automatically, to their PSA contact record. It’s part of the same pass Mizo already runs to summarize and categorize the ticket, so there’s nothing extra to configure to get the detection itself running.

Why It Matters for MSPs

• Contact records stay current. Callback numbers get captured the moment a requester shares them, instead of relying on someone to update the PSA manually.
• Faster callbacks. Technicians and dispatchers can trust the number on file reflects what the requester most recently gave you.
• No noise on tickets that don’t need it. When no number appears in a ticket, nothing happens and nothing is shown — the common case stays quiet.

How It Works

Mizo looks for a phone number the requester gives as their own callback number, and ignores numbers that belong to someone else — quoted or forwarded email chains, generic help-desk or switchboard numbers, vendor signatures, disclaimers, and numeric codes that aren’t actually phone numbers (like an asset ID). It also picks out which number the requester wants called back on, if the ticket makes that clear (e.g., “call my cell”).

Mizo compares whatever it found against the phone numbers already on file for that contact, one phone type at a time (work phone, mobile, and so on — the exact list depends on your PSA; see Per-PSA Differences). For each phone type where the detected number is genuinely new:

• If the contact has no number on file for that type, the proposal adds it.
• If the contact already has a different number on file for that type, the proposal updates (overwrites) it with the newly detected one.
• If the detected number already matches something on file — even under a different phone type — Mizo recognizes it and proposes nothing.
• Minor formatting differences (spacing, dashes, country code) never count as a change; only a genuinely different number triggers a proposal.

Mizo will overwrite an existing number if a ticket gives a different one for that same phone type — it treats any confident match in ticket text as current information from the requester, regardless of how the existing number got there.

This feature only acts on contacts that are already linked to the ticket. If Mizo is about to create a brand-new contact for a ticket instead (see Contact Creation), any phone number found is set as part of creating that new contact, not through this feature.

Which contact record gets updated follows whatever contact Mizo has already attached to the ticket. If Mizo reassigns the ticket to a different existing contact first (see Contact Assignment), this feature acts on that reassigned contact, not the original one.

Configuring Contact Phone Number

The setting is called “Update contact phone numbers,” on the automation configuration page.

Roles and Permissions

Configuring “Update contact phone numbers” requires full access to the Automation configuration page; technicians with read-only access can view it but not change it.

Applying a Recommendation-level proposal happens from inside the PSA — the technician clicks the action embedded in the ticket view. That action is authenticated with a shared service connection scoped to the tenant, not a per-technician permission check, so anyone who can open the ticket in the PSA and see the embedded action can apply it, regardless of their Mizo backoffice role.

Concrete Usage Examples

A requester emails “My laptop won’t boot, call me at 613-555-0134 x2 if you need to reach me.” The contact has no work phone on file. At Recommendation, a card appears offering to add 613-555-0134 ext. 2 as the work phone; at Automation, it’s saved immediately with no card shown.

A returning contact’s mobile number changed, and they mention the new one in a ticket. Mizo detects that the new number differs from what’s on file for “Mobile phone” and proposes overwriting it — or overwrites it directly at Automation.

A ticket only contains “please reset my password.” No number appears anywhere in the message. Nothing is detected, no card appears, and the contact record is untouched.

Best Practices

• Start new customers at Recommendation so the team can see what Mizo detects and confirm it looks right before trusting it to write directly to contact records — phone numbers are sensitive enough (often used for identity/callback verification) that a wrong auto-write is more disruptive than a wrong auto-category. Move to Automation once the team has seen a run of accurate detections.
• If a customer says a contact’s phone number changed and it’s wrong, check whether the ticket itself actually contains that number in the requester’s own message or signature — Mizo only acts on what’s in the ticket. An incorrect proposal usually traces back to a stale number the requester typed, not a misread.

Troubleshooting

There’s no error shown when no number is found or nothing needs updating — that outcome is completely silent, and it’s the most common one.

If a technician clicks to apply a proposed number and it fails to save — for example the contact record no longer exists in the PSA, or the PSA rejects the write — the action doesn’t complete and the technician doesn’t get confirmation the number was saved. There’s no dedicated on-screen error beyond the action failing to finish; check the contact directly in the PSA.

Frequently Asked Questions

Why didn’t Mizo do anything on this ticket? Either the ticket genuinely contained no callback number in the requester’s own words, or the only numbers Mizo saw belong to a quoted signature, forwarded block, or shared help-desk line, which it’s specifically told to ignore.

Will this overwrite a number we corrected by hand? Yes, if a later ticket gives a different number for that same phone type. Mizo re-reads what the requester says each time and has no way to distinguish a manually corrected number from an auto-set one, so a new number in ticket text always takes precedence at Automation level (or is offered as a change to approve at Recommendation level).

Per-PSA Differences

The list of phone “slots” a contact can have — and what Mizo can label a detected number as — depends on your PSA:

• ConnectWise: whatever communication types your tenant has configured and flagged as phone or fax types. This can be more than a simple work/mobile split if you’ve customized your communication type list.
• Autotask: four fixed slots — Work phone, Mobile phone, Alternate phone, and Fax.
• HaloPSA: six fixed slots — Work phone, Home mobile, Work mobile, Home phone, Site phone, and Fax.

If Mizo detects a number that doesn’t match any of the PSA’s available slots (for example a pager number), it’s shown to the technician for reference but labeled as not updatable — it can’t be saved to that PSA.