Link Configurations

Link Configurations is a Mizo feature that automatically identifies which of your customer’s devices or assets a ticket is about, then links that record directly in your PSA. On every new ticket, Mizo searches your synced device list — pulled from the PSA itself and, if connected, from Hudu or IT Glue — and judges how relevant each candidate device really is to the issue described. Depending on your configuration, Mizo either links the match automatically or surfaces it as a suggestion for a technician to confirm.

Why It Matters for MSPs

• Faster context switching. Technicians see the exact device tied to a ticket without hunting through asset records.
• Cleaner asset history. Linked tickets build an accurate service history per device — useful for renewals, hardware refresh planning, and spotting recurring issues on the same machine.
• Keeps device data fresh. Running this feature at Recommendation or Automation keeps your synced device list up to date from the PSA. Turning it Off pauses that sync too, not just the linking.
• Less manual lookup. No more searching the PSA to figure out which laptop or server a ticket is actually about.

How It Works

1. Matching. On every new ticket, Mizo searches the customer’s known devices and evaluates which ones are actually relevant to the specific issue described — a judgment call with reasoning behind each pick, not a simple keyword match. The device list comes from the PSA sync and, if connected, from Hudu or IT Glue as well — but a device that only turns up in a Hudu or IT Glue article isn’t offered for linking here unless it’s also recognized as a matching record in the PSA, since this feature only ever writes a link into the PSA.
2. Linking. What happens next depends on your automation setting:
   • Off — nothing is suggested or linked, and the underlying device sync pauses too.
   • Recommendation — a “link device” action appears on the ticket for a technician to confirm.
   • Automation — Mizo links the device automatically, with no technician step required.
3. If a ticket is reprocessed and the same device is still the right match, Mizo leaves an already-correct link alone rather than re-linking it.

Configurable Parameters

Found on the Automation page. The setting is labeled per platform, matching that PSA’s own wording:

This setting doesn’t count toward the “automated actions enabled” total shown elsewhere for a tenant — it’s tracked separately.

How to Use It (Step-by-Step)

1. Go to the Automation page in the Mizo console.
2. Enable device/asset linking. The setting name matches your PSA’s own terminology: “Link configurations to tickets” (ConnectWise), “Link assets to tickets” (HaloPSA), or “Link configuration items to tickets” (Autotask).
3. Choose Recommendation to review suggestions before they’re written to the PSA, or Automation to let Mizo link matches on its own.
4. At Recommendation, confirm a suggested link from the panel embedded in your PSA or from the ticket’s to-do list in Mizo’s chat view — both produce the same result and audit trail.

Best Practices

• Start every customer at Recommendation so a technician confirms the match before it’s written to the PSA — this is a judgment call, not a certainty.
• Move to Automation once suggestion quality holds up consistently for that tenant.
• Want fresh device data without forcing technicians to act on every suggestion? Use Recommendation rather than turning the feature Off entirely — Off also stops the device sync.
• A technician can’t ask the chat assistant, in conversation, to link a device — linking only happens through the confirm action or automatically at the Automation setting.

Common Use Cases

• Direct device match. A ticket reads “Laptop LAPTOP-4521 won’t connect to the office VPN, keeps timing out.” Mizo finds the matching device in the synced list and either links it automatically or surfaces it for confirmation.
• Recurring hardware issue. Linking builds a service history on a device over time, giving the next technician who opens a related ticket useful context at a glance.

Possible Error Messages

• If a technician tries to confirm a suggestion that’s no longer valid — for example, the ticket was reprocessed and the match changed — they see a message that Mizo could not find a relevant device for that ticket.
• If the link attempt itself fails when a technician confirms it, they see a message that linking the device failed.
• At Automation level, on ConnectWise and HaloPSA, a failed link is completely silent: nothing appears on the ticket and no alert is raised, the failure is only recorded in Mizo’s internal logs. A technician looking at the ticket has no way to tell linking was attempted and failed.
• Autotask never shows an error either, even outside true failures: when it declines to link a device (see Platform Differences below), it does so quietly and only records an internal log entry.

Platform Differences

• ConnectWise — called Configurations. Multiple configurations can be linked to one ticket. If one fails to link, the others still go through — only when every configuration succeeds is the overall result counted as fully successful. As noted above, any failure here at Automation level is silent to the technician.
• HaloPSA — called Assets. Also supports linking several assets; newly matched ones are simply added to whatever the ticket already has linked.
• Autotask — called Configuration Items. An Autotask ticket can only ever have one configuration item, so Mizo links only the single best match and won’t touch a ticket that already has one set, even if a better match turns up later. Mizo also checks that the device’s company matches the ticket’s company before linking, and skips silently if they don’t match.

Roles and Permissions

Changing the automation level requires full access to the Workflow page; viewing the current setting only needs read access. Confirming a suggested device isn’t gated by who the technician is — there’s no per-user permission check on that action at all. The only thing standing between a click and a live PSA update is having the embedded PSA panel, or the backoffice chat view, open for that tenant.

Frequently Asked Questions

Why didn’t Mizo link a device on this ticket? A few possible reasons: the customer has no synced devices yet, Mizo couldn’t tell which customer the ticket belongs to, nothing in the synced list actually matched what the ticket describes, or — at Automation level — the link was attempted and failed silently (see Possible Error Messages above). On Autotask specifically, Mizo also declines to link if the ticket already has a configuration item attached, even if a better match exists.

Can a technician ask Mizo in chat to link a device? No. That isn’t something the chat assistant can actually do, even though the option can look available. The only way to link a device by hand is the confirm action on the ticket at Recommendation, or automatic linking at Automation.

Limitations and Considerations

• Requires a connected PSA and a synced device list — a customer with no synced devices won’t get suggestions.
• Mizo needs to resolve which customer a ticket belongs to before it can suggest a match; if it can’t, no suggestion is made regardless of the automation setting.
• If a device you expected to link doesn’t show up, check that the customer has synced devices, that the ticket resolved to the right company, and that something in the synced list actually matches what the ticket describes.