Exclude Internal Tickets from Dispatch
Internal tickets — your own IT, admin tasks, tickets your team creates for itself — often shouldn’t be routed by Mizo. There are a few ways to keep them out of dispatch. Pick the one that matches how internal tickets show up in your PSA.
Option 1: Dispatch exclusion rules
Admins can configure exclusion rules so that specific tickets are skipped by automatic dispatch. This is the most direct option when internal tickets can be recognized from the ticket itself.
INFO
If you don’t see where to add exclusion rules in your console, contact [email protected] and the Mizo team will help you set them up.
Option 2: Turn Assign off for your own company
If internal tickets are filed under your own company (or a dedicated internal location) in the PSA, override the dispatch setting for that location:
- Open the Workflow page in the Mizo console.
- Add a location-specific override for your internal company/location.
- Set Assign tickets to Off for that override.
The tenant-wide setting keeps applying to every client. With Assign off, no team or technician is computed for those tickets and nothing appears on them. Scheduling and the dispatch note depend on Assign, so they stop too.
Option 3: Skip a ticket source entirely (ConnectWise only)
ConnectWise tenants can have Mizo skip tickets from specific ConnectWise ticket sources — for example Internal or Phone — so technicians can create and edit those tickets without Mizo’s automated updates. This skips all of Mizo’s automations on those tickets, not just dispatch.
This list can only be changed by Mizo staff. Email [email protected] with the sources to add or remove. HaloPSA and Autotask have no equivalent setting.
Why not a written dispatch rule?
Written dispatch rules (Fine-tuning → Dispatch) are eligibility filters on technicians, not on tickets. They’re the right tool for “never assign billing tickets to Sam” or “don’t assign tickets to the Training team”. But dispatch rules can’t leave a ticket unassigned while an eligible technician remains, so “don’t dispatch internal tickets” won’t reliably hold as a rule.
Check it worked
Create a test internal ticket and confirm that no Dispatch ticket action appears on it (at Recommendation) and that no technician is assigned (at Automation).