Intake Agent
The Intake Agent is the first thing that happens when a new ticket reaches Mizo. Its job is to make sure the ticket belongs to the right person and company, and that it’s a real request at all, before triage and dispatch build on it.
What it does
| Capability | What it does | Details |
|---|---|---|
| Contact assignment | Works out who actually sent the ticket and which company they belong to, then reassigns it to the right PSA contact. | Contact Assignment |
| Catch-all handling | Handles tickets from shared mailboxes, generic addresses, online forms and system notifications. | Catchall Management |
| Contact creation | Proposes a new PSA contact when the requester doesn’t exist yet, pre-filled from the ticket. | Contact Creation |
| Callback numbers | Saves a phone number the requester shares to their PSA contact record. | Contact Phone Number |
| Promotional mail | Recognizes newsletters and marketing emails and closes them. | Close Promotional Tickets |
| Duplicates | Detects exact duplicates of open tickets and bundles or merges them. | Bundle Tickets (Merge Tickets) |
What triggers it
Mizo processes tickets as they’re created in your PSA, whichever channel created them — an email connector, your portal, or the Phone Intake Agent. Contact assignment, contact creation and promotional-mail closing run on the ticket’s first pass only; they aren’t re-evaluated when a ticket is reprocessed later. Duplicate detection runs on the first pass and again if the ticket is reprocessed.
Contact assignment is the foundation: the promotional-mail check and contact creation both ride on the same analysis, so if contact assignment is Off, neither of them runs.
Configuration
All settings are on the Workflow page of the Mizo console. Labels follow your PSA’s own vocabulary.
| Setting | Levels available |
|---|---|
| Automate contact/user assignment | Off, Recommendation, Automation |
| Companies with reattribution enabled | List of companies where Mizo may also move tickets that didn’t come through a catch-all mailbox |
| Suggest contact creation (Suggest user creation on HaloPSA) | Off, Recommendation |
| Update contact phone numbers | Off, Recommendation, Automation |
| Close promotional tickets | Off, Recommendation, Automation |
| Move spam to a board before closing (ConnectWise only) | Inactive, Active |
| Bundle tickets (ConnectWise) / Merge tickets (HaloPSA, Autotask) | Off, Recommendation, Automation |
Plain-English attribution rules (for example, “if the sender email is from @ourcompany.com, it’s an internal ticket — do not update attribution”) go in the End user assignment instructions fine-tuning field. The same field holds board-routing rules for “Move spam to a board before closing”. See Fine-Tuning Rules.
Human-in-the-loop vs autonomous
- Recommendation — Mizo adds an action to the ticket (“Update end user”, “Update company”, “Close promotional ticket”, “Merge ticket”, “Create and assign a contact”). A technician confirms it from the Mizo panel inside the PSA ticket.
- Automation — Mizo writes the change to the PSA itself.
Contact creation never runs autonomously: every new contact is confirmed by a person. Start new clients at Recommendation, then move to Automation once attribution and closing decisions have proven reliable.
What’s written to the ticket
- The corrected contact and/or company.
- A new PSA contact, once a technician confirms it.
- Added or updated phone numbers on the contact record.
- For promotional tickets: the ticket is closed with an internal note explaining why. The sender is never emailed. On ConnectWise, the ticket can be moved to a dedicated board first.
- For duplicates: the duplicate is attached as a child ticket (ConnectWise), merged with Halo’s native merge (HaloPSA), or cross-referenced and closed (Autotask).
Every successful write is logged in the ticket’s Mizo activity history with the reasoning behind it. When Mizo can’t identify anything better than what’s already on the ticket, it leaves the ticket unchanged — silently, by design.
Supported PSAs
ConnectWise PSA, Autotask and HaloPSA. Notable differences:
- HaloPSA — company-only reassignment needs a “main contact” for the client; new users need the company to have an active Site; closing tickets needs the “Mizo resolve” outcome configured.
- ConnectWise — “Move spam to a board before closing” is ConnectWise only. Closing needs a status flagged “closed” on the ticket’s board.
- Autotask — has no native merge; Mizo cross-references and closes the duplicate instead.
Related
- Triage Agent — what happens next.
- Clear promotional, duplicate and catch-all tickets from the queue