Getting Started with Mizo
Mizo is a set of AI agents that work inside your PSA. They read every new ticket, clean it up, route it to the right technician, help resolve it, and review it once it’s closed. This page explains how the pieces fit together and links to the detailed guide for each step.
If you’re in your first two weeks, read the Onboarding Guide alongside this page — it covers the calls and timeline your Mizo specialist runs with you.
1. Connect your PSA
Everything starts with your PSA. Mizo reads tickets from it and writes its results back to it, so a bidirectional connection is required.
Each guide ends with a test that confirms tickets are flowing. Once the connection is verified in the Integrations page of the Mizo console, Mizo shows up inside your tickets (the Mizo pod or tab).
2. Connect your documentation
Mizo drafts resolution steps from your own knowledge base and can publish new KB articles to it. Connect the platform your team already uses:
HaloPSA can also host KB articles directly — see Create KB Articles from Resolved Tickets.
3. Add optional integrations
Turn these on when you need them:
- Microsoft 365 GDAP — required for automatic Microsoft 365 resolutions such as password resets.
- Microsoft Bookings — lets Mizo send end users a link to book time with the assigned technician.
- Microsoft Teams webhook — sends notifications for high- or medium-urgency tickets to a Teams channel or chat.
4. Understand automation levels
Most Mizo features have the same three settings on the Workflow page of the console (app.mizo.tech/automation):
| Setting | What happens |
|---|---|
| Off | The feature doesn’t act on tickets. |
| Recommendation | Mizo prepares the action and shows it in the ticket for a technician to review and confirm. Nothing is written to the PSA until someone does. |
| Automation | Mizo writes the result to the PSA on its own. |
A few features are recommendation-only by design — for example, Mizo never creates a PSA contact or publishes a KB article without a person confirming it.
We recommend starting each feature at Recommendation. Your team sees how Mizo reasons on real tickets, and you move features to Automation once the suggestions are consistently right. See Run dispatch in recommendation mode before going autonomous for a worked example.
5. Turn on the agents
Each agent covers one part of the ticket lifecycle. The Agents reference explains what each one does, what triggers it, and what it writes to the ticket:
| Stage | Agent |
|---|---|
| Calls and new tickets | Phone Intake Agent, Intake Agent |
| Identity | End-User Verification Agent |
| Classification and routing | Triage Agent, Dispatch Agent |
| Working the ticket | Communication Agent, Resolution Agent |
| After resolution | Documentation Agent, Quality Review Agent |
Mizo Best Practices lists which integrations and agents to activate first.
6. Fine-tune Mizo to your service desk
Fine-tuning is where you tell Mizo how your service desk works, in plain English: how to name tickets, which categories to avoid, what each board or queue handles, who should never receive certain tickets. Rules are organized by stage (Intake, Triage, Dispatch, Resolution, Communication). Read Fine-Tuning Rules before writing your first rules, and Configure client-specific rules when one client needs different behavior.
7. Work tickets with Mizo
Technicians use Mizo from inside the PSA ticket. The Using the Pod guide explains the shared Todo List, and the Mizo Tech Checklist is a one-page reminder of what to use on every ticket.
8. Review and improve
- The Quality Review Agent reviews closed tickets and surfaces findings on the Service Quality dashboard.
- Every action Mizo takes is logged with its reasoning. Review dispatch and triage decisions regularly — the audit schedule in Mizo Best Practices is a good starting point.
- Set ticket usage alerts and limits so you know when usage approaches a threshold.
Need help?
Use the in-app support button, or email [email protected].